Ideal Dental Denton

I want to start by saying that my main concern is not with the dentists or dental care at this location. My issue is specifically with the office manager, Laneshia, and the way she has handled multiple situations involving my family. My family has been coming to Ideal Dental on University Drive in Denton for at least five years. We have always liked the dentists, never missed appointments, and continued driving 20 minutes past several other dental offices because we enjoyed coming here. Unfortunately, the lack of communication, follow-up, and customer service from the office manager has caused us to take our business elsewhere. I originally had appointments scheduled for my three children on a Saturday at 9:00, 9:30, and 10:00 a.m. Three days before the appointments, I received a confirmation call and canceled the 9:00 appointment because one of my children was going to be out of town. Apparently, during that call, the remaining two appointments were moved up. I may have missed that part of the conversation, but I never received an updated text, email, or any other confirmation showing the new appointment times. On Saturday, I arrived at 9:30 a.m. with my other two children, believing we were on time. When I checked in, I was told they could only see one of my children because we had missed the 9:00 appointment. I showed them the confirmation text I had and explained that I had canceled the child who was originally scheduled for 9:00, which was why we arrived at 9:30. The only explanation I received was that the remaining appointments had been moved. There was no effort to understand the misunderstanding, no attempt to accommodate us, and no willingness to find another solution. The interaction felt cold and dismissive. Because it did not make sense to have only one of my children seen, I canceled the remaining appointment. I also canceled the appointment I had rescheduled for my third child and requested release forms so we could transfer to another dental office. The request was completed without any concern about losing a family that had been coming to the office for years. While I was waiting, I expressed that I was surprised no one had called to see whether we were on the way or sent an updated text confirming the appointment change. I was told they had attempted to call twice, but the calls did not go through. I was surprised to hear that since I had received other calls that day. To me, that was even more proof that I was not aware the appointment times had changed. Despite that, there was still no effort to help resolve the situation. I later found out that the person I was dealing with was the office manager, Laneshia. Unfortunately, this was not my first frustrating experience with her. A few months earlier, we had dental work completed and paid the amount we were told insurance would not cover. Later, we unexpectedly received another bill for approximately $750. Every time I called to have the issue reviewed, I was told only the office manager could look into it because of the amount. I explained that it appeared to be a coding or billing issue. Despite calling every other week for more than four months, I never received a follow-up from Laneshia. I was repeatedly told she had just stepped out and that someone would get back to me, but no one ever did. It is disappointing because the dentists themselves have always been great. However, excellent dental care does not make up for poor office management, a lack of communication, and the failure to follow up with long-term patients. Mistakes and misunderstandings happen. What matters is how they are handled. In our experience, there was no accountability, no empathy, and no genuine attempt to help. After five years, we have decided to find a dental office where our family’s time and concerns are treated with more respect.

I had a great experience at this dental office.The staff were friendly, and welcoming from the moment I arrived. I really appreciated the attention to detail and quality of care.

Always able to get an appointment with Ideal. Maybe not with the same dentist as they work all the different Ideals around the Metroplex. Received good service. Had to have a crown taken out , Doctor Imail the Perio Surgeon did a really good job.Healing going well. 😀🙏

First time client and now a regular. The ladies at this office made me feel so welcome and the process was super informative every step of the way. It’s been a few years since I’ve been to the dentist and i definitely needed it but I didn’t feel judged at all. We came up with a plan and I left with a better smile than when I walked in. Special shoutout to dr Soto and cat 🥳

The very best dental service I’ve ever had. From the tech to the hygienist, to the dentist, and the office manager—I’m so thankful I found them. They truly listened to my concerns, especially regarding sensitivity and pain. The service was right on time and very efficient—never rushed. The hygienist is the most gentle and amazing one I’ve ever experienced—he’s incredible! And the dentist, Dr. Soto, is very friendly, kind, and just as amazing. She fixed my chipped tooth and touched up another slightly, and it looks so natural that no one can tell! Highly recommended!