San Ramon office experiencing staffing problems which meant that I had to go to Concord office for root canal treatment. I turned up for my appointment 5 minutes early and then waited 1 hour before I saw the specialist. It took the San Ramon office this long to get some additional paperwork to them.

Today I take my son out of school (after ringing to confirm his appointment in advance two days ago and was assured his appointment was confirmed). An unclear message was left by San Ramon office yesterday on my voicemail. I rang back and left message on office answer phone to say I would take my son in for his appointment unless I hear to the contrary I would take my son to his appointment.

We turn up for our appointment and Elizabeth said she had rung and cancelled my son's appointment. I said I had received an unintelligible message and had tried to clarify but no-one had rung back. Elizabeth didn't apologise. She didn't apologise for not listening to the office answer phone (she said it wasn't her job). I said there was no point in leaving messages with customers changing appointments unless they received.

I also explained what had happened to me earlier in the week because of poor communication from the San Ramon office but Elizabeth unprofessionally blamed the Concord office. I said I was standing at the Cocord office waiting for the paperwork so knew it was her that took an hour to reply to an email.

I asked for a contact to make an official complaint and she hands me an appointment card for the San Ramon office. I have spent a long time this morning trying to find someone at head office to listen to my complaint. One Quality Assurance Rep, Tracy her voicemail goes into voicemail explaining she is out of the office for a month. The main number for the administrative goes to various Quality Assurance Eros who don't ring back.

I am so shocked at the incompency and rudeness I have been subjected to today. My son still needs fillings and I need crowns but I don't want to speak to Elizabeth again.