Jeffrey W Cross, DDS

Having just moved to Maryland from another state. I made an appointment with this dentist for two of my children; I actually wanted to bring all four, plus my husband and myself, in, but they said to bring two in and then we’d make appointments from there. I was a bit surprised I got an appointment so fast, that very next morning, but figured it was because someone had canceled. The receptionist didn’t tell me to come in early, but I came a few minutes early because I knew I’d have to do paperwork.
Our appointment was at 8:15. My kids (ages 5 and almost 4) and I got to the office building at 8 a.m. (according to my trustworthy GPS). The building seemed a bit dingy. The dental office waiting area was tiny, but seemed clean. I filled the forms out quickly and then gave them to the receptionist. The receptionist nodded, not saying a word.
Then we waited. And waited. And waited. By 8:35 (remember, the appointment was at 8:15), I asked the receptionist when we would get in. She wrinkled her nose, looked at the computer for a few minutes and said, «About 15 minutes.» What?! I said our appointment was at 8:15. She said, «Oh, no, that was so you could do the paperwork. It’ll be about 8:45.» I said, «No, you never said anything on the phone about that. I came in at 8.» She didn’t say anything in response, so I asked for our records back; I had brought our records from our old dentist, and she was making copies. She stood up and walked off.
After a few minutes, I realized she was dealing with another patient, and completely ignoring us. I asked her again, «Could you please give me our records back?» She avoided responding, and suddenly I saw Dr. Cross walk in. He gave us a disinterested glance, and the receptionist started talking to him. He asked what time we had come in, and she looked at the clock, wrinkled her nose again, and said, «Uh, about 10 after.» I said, «No, that’s not true. That’s a lie. I came in at 8.» The dentist looked confused, and I asked for our records AGAIN. I said it was like she was holding our papers hostage. She finally gave them to me after Dr. Cross said something, and my children and I left.
It’s so unfortunate that the receptionist would not not clearly communicate about the wait time. She never once said, «Come in at 8:15 to do paperwork, then we’ll have you in by 8:45.» She only said, «The dental hygienist will see your children at 8:15 a.m.» Besides, she knew how young my children were; she could have warned me that there was absolutely nothing for them to do in the waiting area so I could have brought books or toys. No TV, no children’s books, no play area, nothing.
It’s too bad. Six family members would have brought a lot of business to Dr. Cross, especially seeing that four are children and could have given Dr. Cross at least 16 years of business.

My family has been coming to Dr. Cross for ages. The staff is always friendly and explains exactly what is happening. I’ve had many different procedures from fillings, to crowns, to implants and I’ve never had a bad experience. Everyone who I’ve recommended to Dr. Cross has had an amazing experience. Despite the fact that I now live in Montgomery County I still go to Dr Cross in Frederick for all my dental work.