	C. Lee	Mar 2015
My children have been to Dr Bill Lam for quite a few years already. Dr Lam has been very professional. However, I'd like to draw HIS ATTENTION to the service standard/quality of his frontdesk. Things have been running smoothly with the more frequent than regular recalls/appts which were well covered by the family dental plan from my employer. With the loss of my job/coverage and the subsequent switch to a more basic dental coverage for my children, experience has not been as good. In summary, lack of support especially in getting adapted to the more basic dental plan which does not cover a recall every 4 months despite our acting in good faith to share the new plan details via email. Our Phone calls and email equiry on claim details have been ignored/not returned by front desk, not to mention the lack of basic courtesy/manners on the phone during the discussion on failed claims. The attitude change is an absolute 180 degrees and very defensive. We understand that it may or may not be associated with Dr Lam and/or the Hygenists but we simply have no other way of expressing our view and feelings from this experience and do not even get to talk to Dr Lam without going for another visit which means $$$.