1 /5 Raelene Ho: I’m really disappointed with my experience at Full Face Orthodontics, especially considering I was a returning patient who genuinely tried to do the right thing.
I had an appointment with Dr. Mahony and, while en route, was caught in an unexpected traffic incident. I immediately called ahead to let the reception know I’d likely be 10–15 minutes late and asked if it was still worth coming in. I was told to reschedule due to timing. I followed their advice in good faith, assuming I wouldn’t be penalized for something beyond my control — especially since I called in advance and was still prepared to make it.
Later, I was told my $120 deposit was forfeited because I didn’t give 48 hours’ notice. Apparently, had I just shown up late without calling, I might’ve avoided the penalty. So I’m left wondering: am I being punished for being honest and respectful?
To make things worse, I was offered the chance to use the deposit only if I switched to a different provider — even though I specifically booked (and have a treatment history) with Dr. Mahony. When I asked for clarification or a little understanding, I was repeatedly met with cold, rigid responses.
In today’s climate, $120 isn’t a small sum. I expected more flexibility and compassion — especially from a clinic I once trusted. Instead, I feel like I was treated as just another transaction.
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