Rooms Maldonado

The treatment itself is good, but dealing with Impress is another story. They cancel appointments without explaining why, are difficult to get hold of, and their online booking system is confusing. The service would be great if you never needed to talk to them. Unfortunately, you do, and their communication is horrendous.

Two months after first asking for a refund, I'm still waiting. Each time I call, they say they'll look into it and get back to me the next day, but nobody ever calls. Today I heard the same promise again, after a very frustrating experience overall. I went to the clinic three times to discuss my treatment, but they eventually sent me the old treatment with no improvement, after making me wait six weeks. Since then, my refund request has been repeatedly postponed with one excuse after another. I wouldn't recommend this clinic for treatment or service. Stay away.

I’m pleased with the progress of my treatment, and I am seeing results. My concerns are about how the clinic handles appointments and patients. Booking is difficult, and I’ve sometimes had to wait two weeks even though visits take no more than 10 minutes and the clinic often seems empty. They’re also very strict about lateness: I was turned away once for arriving 10 minutes late, despite there being nobody waiting and the visit taking just 5 to 10 minutes. I’ve seen a different doctor almost every time, and they don’t seem to have notes about my case. I have to explain my history again and again, and I’m left hoping the doctor has seen me recently and remembers what’s going on. It makes me uncomfortable to have to trust someone who doesn’t know my treatment history. At my last appointment, I arrived on time and again saw a different doctor. She did all the talking and wouldn’t listen when I tried to explain my situation. When I pointed out that she hadn’t heard me, she dismissed me, sat down at the computer, and refused to continue the appointment. I was shocked by her behavior. Now I need another appointment to carry on with treatment, which could mean waiting another two weeks. It feels like I’m not allowed to explain my case, even though I’m seen by a different doctor each time. The way this clinic treats people is unacceptable. The incident was about an aligner I’d been wearing for a long time. I’d gone to another Impress clinic to speed things up, since it couldn’t be Maldonado, and they adjusted it there. I was still wearing the adjusted aligner beyond the period they’d told me to wear it after the adjustment. The doctor didn’t listen to that explanation. She wasn’t willing to hear me out and just looked at the computer instead. I have to wait for another appointment now. I don’t think longer opening hours are the main issue. They should reconsider their customer policy and be more flexible, especially when appointments are so short and there’s no one waiting. I didn’t refuse to follow instructions, despite what they say.

Andrea was there to answer all my questions, and I really appreciated that. The treatment and the quality of the professionals stand out. Highly recommend.