I am extremely disappointed with my experience at Pinnacle Peak Orthodontics

I am extremely disappointed with my experience at Pinnacle Peak Orthodontics.

I came in to take over the financial responsibility for my son’s orthodontic contract after his father experienced unforeseen personal circumstances and could no longer keep up with the payments. Before my appointment, I spoke with the receptionist, who explained that all I needed to do was pay the past-due balance to bring the account current. I agreed and came prepared to make that payment.

When I arrived for my appointment, the story completely changed. I was told I had to pay the entire remaining balance in full or my son would not be treated. I showed them the email confirming what had previously been agreed upon, but they still refused to honor it.

I asked the receptionist to show me where in the contract it stated that the full balance was required. Instead of providing an answer, she said they had switched to a new system. That response only made the office seem disorganized and unable to explain or support their own policies.

I also asked to speak directly with the orthodontist, but I was repeatedly told the doctor was with another patient. However, the doctor had enough time to relay messages through the receptionist instead of speaking with me directly. I found that very unprofessional.

What upset me the most was the complete lack of compassion. I explained that I was trying to take responsibility for the account and resolve the issue based on the agreement I had been given ahead of my appointment. Rather than honoring that agreement or working with me, it felt like the only thing that mattered was collecting the money.

To make matters even more confusing, I was told that even if I paid the full balance, I would still owe an additional amount later. When I asked what that amount would be and why, the receptionist said she didn’t know yet. How can you tell a patient they will owe additional money without being able to explain what those charges are?

Another issue is how inconvenient this office is to deal with. They are only open Monday through Thursday, and when you call, they rarely answer the phone. Instead, you reach a voicemail that says someone will return your call the next business day. What kind of patient care is that? Orthodontic treatment requires communication, yet it feels nearly impossible to get in touch with anyone when you need assistance.

Looking back, I should have taken the warning signs seriously. During my very first visit, I overheard another family dealing with a similar billing issue.

I understand that every business has policies, but those policies should be communicated honestly and consistently. Patients deserve transparency, professionalism, and compassion—especially when they are making every effort to resolve an account in good faith.

Lastly, there is no need to respond to this review with a generic apology or a statement saying you care. If genuine care and concern had been shown while I was sitting in your office trying to resolve this issue, this review would not have been necessary. Actions speak louder than a templated response, and I hope this feedback encourages meaningful changes in how future patients are treated.