Unpleasant experience at iSmile Dental Care

At the beginning of this year I had a toothache and went to Dentist in Salt River iSmile Dental Care. I had two extractions, one tooth was awfully painful n the other was not painful at all, just that it had a huge cavity so it needed to be taken out. The Dentist told me told me he'll do fillings and he's also considering dentures but for now he'll do filings and extractions.

Before this I had only done one tooth extraction when I was a kid and I don't even remember much about it. I don't know if it's me or what but I believe that if you gonna perform something on someone, firstly walk them through the process especially if it involves pain. The Doctor started off by doing 3 filings and removed 1 tooth on my right upper jaw. Nothing was communicated with me, that he'll shove me down my seat with his strength and do some hard pullings. It wasn't painful at all and he kept asking if it was painful but being shoved down unexpectedly like that was really uncomfortable. When he was done he proceeded to remove the one on my left, the one that was not painful. Again I was shoved down and pulled up at least this time around I knew what to expect, until then the tooth broke. A piece was left inside and he then said he'll book me for another appointment and he then rushed out. I got up in confusion and went to the reception to confirm if am gonna be booked for another appointment. Other than the broken tooth, my gums where visible chipped even the tooth next to it. I couldn't confirm a booking that was in two weeks time, as am working nightshift - rotationally every week including weekends. I then communicated with them and made my experience known. They called me and apologized and asked if I can come see them. I went and again they booked me for another appointment. While waiting for that, I got admitted in hospital and spent 41 days in hospital due to raptured appendicitis.

After I got discharged I booked for another appointment coz I had this front tooth that need immediate attention. On my day of the appointment I got a different Doctor, Doctor Widaad, I then told her everything because it was clear she did not read my file. I told her that I had filings and two extractions but one of them was not completed as the tooth broke inside. She then told me that she'll need authorization for that extraction. I then asked her how does it work because the previous Doctor got authorization for that and it broke, I wasn't rushing anywhere he's the one who rushed out and said he'll book me for another appointment, why then wasn't I informed that I'll need authorization for that? Where is he anyway? She told me he's not around but she'll do x-rays to see the piece that was left. She did x-rays and insisted that she'll need authorization for extracting this piece. We spoke about how I'll continue need filings my teeth and dentures and on my next appointment she'll make sure that she extract this piece and make a filing on the front tooth as it's an emergency. I then agreed, she then proceeded to ask for authorization from my medical aid and booking my next appointment.

On my next appointment I came to my surprise, Dr Salie was now present and clueless. I'm saying clueless because the first thing he did was greeting me and asked me which tooth is painful. I asked him where is the other Doctor? I spoke with her last time, she's the one who said she'll extract this piece that was left inside, and its not painful, she also said she'll do a filling on my front tooth which was an emergency. He said, "She's not here and she doesn't do extractions, I do" I then asked why did she said she'll do it if she's not gonna be around and the fact that she doesn't do extractions, was she lying to me? He said "What? No no no don't say that, don't say the Doctor ****, don't say that". I said well then okay, she had assistant, his name is Thabo, why don't we ask him what happened on that day n what I was told by Dr Widaad. He said I know what you were told I was there on the next room I heard everything. In hearing that, I opened my eyes wide in shock because I kept asking where was Dr Salie and I was told he's not around and all this time he was there listening to the conversation and he never came out?? I felt like I was made a fool. He looked at me and said "So are we continuing or not?? Cause now am getting an impression that you don't trust us and I don't even know why because I did you a favour in the first place, you medical aid is very cheap it doesn't do much, even now on this authorization we had to pull some strings for you to get here". I then asked, "Doctor why didn't you tell me all this time that this was a favour? What kind of a favour is this because every month Kaelo deducts R400 in my salary and according to my knowledge I chose a plan that covers all this. But it's okay you've said enough am leaving you won't do me no favours"

This is the 3rd Monday since I spoke with Dr Salie. I don't know what to do with the front tooth because they got authorization and if I go elsewhere it won't work. After this unpleasant experience I don't even know what to do because I never heard from them even from Dr Widaad who had sold me dreams apparently.