docbraces Kitchener

I am in treatment right now. It is going absolutely amazing! Dr. Eissa and Dr. Lou are amazing and so kind. They’re always willing to take questions. I highly recommend doc braces Kitchener!

Our experience has been fantastic. My daughters case was complex and started about 6 years ago with expanders, retainers and then finally two years of braces. Appointments have always been easy to schedule, their reminder system is great and the appointments start promptly. The dentist and hygienists and assistants have always been friendly and polite. Now that her braces have come off- she has an amazing smile. I would definitely recommend them and will bring my younger daughter when the time comes.

Our new patient experience with the office was incredible. Everyone was wonderfully kind and patient and caring and friendly. We were greeted as soon as we entered and everyone we passed said hi and smiled. Everyone we spoke to was friendly and engaging. The staff were all very knowledgeable and were happy to answer all questions. It was such a wonderful experience.

Pretty bad experience with them especially the workplace staffs. They recommended me to purchase an extra set of retainers, I asked them how long it may take to get it because I will move to other country very soon. They also knew that and they promised me it would arrive within a week. Then I decided to purchase the retainers. Then, they told me the retainers won’t be able to arrive on time in last minute. They broke their promise and just simply said it is not ours fault and it is because of the carrier service. The point is that why you promise for a thing that is out of your control?I have to ask them to ship abroad. Then they shipped it abroad and it caused a huge amount of duty taxes which is almost half price of the retainer. I never know I should pay for duty taxes for a personal usage product and they also did not let me know the huge amount of possible duty tax in advance which they are responsible for it.For the missing reminder about the huge import duty, their explanation is just we don’t know that it out of control. You are selling items to customers, how do you not know the fees on shipping?I tried to ask them if they can ask the carrier to ship back to Canada? They just want to keep things simple and simply scared me that I’m still liable for duty taxes even it returns to Canada. Absolutely it does not make sense that I am still liable for a duty tax when the products return to the original country.They are very rude during the entire process and always responds to me that “we cannot do anything please pay for it”. “Unfortunately this is out of control please pay for the extra charge on your behalf”. I believe they have the responsibility to respect to promise and not promise anything that is out of control.The service quality is very bad.They will make a lot of promises to you to make you purchase the service or stuff and if the promises are broken, they will just say “out of control”.

I want to make it clear that my rating for this review is due to the level of care exhibited by the hygienist, and not the desk staff or the orthodontist. I had my treatment here, and finally had my attachments removed. I was prepared for this to be an uncomfortable experience as I know from having the attachments placed, that I should expect to be uncomfortable and have teeth sensitivity. My teeth are sensitive- this is not new to me. I have been treated for this at my family dentist. At the office, the hygienist seemed to care more about staying on schedule than providing an appropriate level of comfort to myself, the patient. I am not just a number or a slot to fill a schedule, I am a human being with feelings. I waved my hand many times to signal to the hygienist that I needed a minute, so I could tell her that the pain was too unbearable and I needed a moment to just breathe. The hygienist tried to power through my pain. It wasn't until I began to cry that she actually tried to alleviate some of my discomfort. At this point, she got some topical to try to lessen the sensitivity. Though this didn't help a great deal, I finally appreciated that she listened and did something. When she spoke to the orthodontist as he checked the work in the end, she gave some attitude regarding my discomfort and her use of topical. I replied in this moment that yes, this has been a horrible appointment. I felt very judged in this moment. This can not be a new thing. I assume people have different levels of pain tolerance and she has had to deal with this in all of her time here. I work from home and kept my phone in my pocket in case my work called me. It was on silent and I felt a phone call come through. In a spare moment when the hygienist turned away to prepare the impressions, I saw that I missed a call from the office, this orthodontist office. I then stated oh hey the office called me

Within 6 mos I’ve gone through 2 sets of permanent Invisalign retainers from Doc Braces. Both cracked over the same tooth.Upon review the hygienist decided that they should be replaced at no charge. Furthermore, disregarding prior instruction and the Invisalign website, I should now take them out with both hands.The office manager, Mandy decided to overrule her dental expert’s recommendation (despite asserting that their staff holds the expertise) and admitted that this is not a professional or quality decision but based on finances (as apparently they don’t make any money on this). In addition, Mandy decided to berate me and disclose the entire discussion in front of other patients.I want to point out how unprofessional this visit was for service, patient privacy, and quality of work. I will be looking for other arrangements. I do not recommended Doc Braces.

This review is solely of my experience through the consultation/new patient process.The actual consultation with Daniella was excellent; she was incredibly efficient. I only met Dr. Eissa for a few minutes during the consult but he seemed to be professional, knowledgeable and friendly. I look forward to my treatment with him.There was a a moderate amount of communication noise/churn before and after the consultation but I think there are some easy adjustments that can be made by the office which would improve patient experience.For clarity here is what I experienced:After booking my consult online (and all within 7 days), I:* Received 3 different, auto-generated emails* Had one email thread to book the consultation [expected]* Received 2 more auto-generated emails* Had two phone call reminders about the consultation* The last reminder required a phone call back to the office to confirm the consultation, despite booking/confirming the appointment mere days priorAfter the in person consultation (and all on the same day), I:* Had one email thread to fill out paperwork [expected]* Had one phone call with the office for payment [expected]* Was informed over email of the date of my next appointment and was told that if it was a conflict to call the office and reschedule.* As the appointment date is in conflict I have since left a voice message with the office and await rescheduling.Small suggestions for improvement:- Streamline the number of emails/phone calls; it was a lot and there was some duplicated [and possibly out of date COVID protocol] content.- Avoid patient frustration by simply _asking_ them about their availability before booking appointments. Not being to influence the appointment date/time and then being told that it is your responsibility to change it doesn't lend well to a great customer experience. I am confused why I simply wasn't asked during either the paperwork or payment conversations on that same day.

Consultation went well as did the first appointment. My experience then went downhill. They take on more clients than they can handle, making it hard to schedule an appointment. Let’s say you’re supposed to return in 4 weeks to get a new set of aligners, they won’t have an appointment available until 6+ weeks later. This results in delays in your treatment. There usually aren’t many options in terms of days/times so I have to miss class or work in order to get the earliest appointment they have. They got a new Dr who works alongside Dr Ossama. The new doctor is sometimes friendly but can be rude so I definitely do prefer Dr Ossama. I’ve met quite a few of their dental hygienists, most of them are nice. My experience overall was not the worst, but I definitely would have preferred going somewhere else.

Everything was great from scheduling my initial consultation with Daniella to getting my Invisalign put on with Karen. I had to reschedule my initial appointment due to the snow storm in January and they changed it no problem. During the procedure Karen took the time to explain everything she was doing to my teeth before she did it and made sure I was comfortable before moving on. After the Invisalign was on Karen went through proper care and made sure I was good at putting the trays in and taking them off before I left. I brought my 9 year old in so they can monitor his teeth over the next few years and Daniella was great with him! She took him for his xrays and explained what they are going to be looking for as he grows. I highly recommend DocBraces!

I had a great time with Dr. Burton but everything has been changed after she retired. Very long wait time during the pandemic and very limited chance to meet up with Dr. Eissa. The outcome is just like ok compared with the costs.