Signed up to a dental plan and asked reception to cancel after first time use, was confirmed in person. Continue to charge me even when I no longer live in NZ. Nor will they let me transfer it to someone who could make use of it. Stay away from these money hungry corporates, so many better dental clinics in NZ that actually care about their customers.
This is a repost of the review I made on the actual AUCKLAND lumino practise. If I could give the service at lumino auckland a Zero, I would. The practice manager (Sharma) here is absolutely manipulative as is their lumino hired dentists (Dr Lin). The experience I had, I actually took up to their regional manager who was semi helpful but it seemed like her apology was fake because she wanted to sort a problem. The practise manager doesn’t know how to apologise, kinda has the attitude that she owns the place and basically gets her staff to make your visit feel uncomfortable. I was booked to see a specialist here who isn’t full time at lumino, Lumino cancelled this appt without telling me. I turned up and after A LOT of anxiety and going back and forth, they got me to see Dr Lin, who at the time was nice to see but afterwards, I got an email from Sharma telling me Dr Lin had said I was rude and abnoxious because I wasn’t overly chatty / I’m sorry but I don’t need to be chatty to someone that’s looking inside my teeth Sharma was asked to apologise for her behaviour and instead of picking up the phone like an actual manager, she didn’t even do it over email and her regional manager had to. Honestly, don’t waste your time here. If you have specialist that you see here that isn’t actually lumino hired, ask to seem them at another practise. I’ve also seen the replies to all the other 1 star reviews on google - everyone has an excuse. Please don’t reply to this with your excuses, just get your staff trained on being kind and being client focused.
3 strikes: First was waiting 3 months for a refund after chasing this every 2 weeks and getting a different story. Eventually they just stopped replying. Second was getting a txt the evening before an appointment telling me it was cancelled and they will call to reschedule. Never got a call and when I called they said the next appointment was in 3 months time. Third and final, is trying to get in touch with someone to resolve this. Left messages with the practice, then call head office and they say they can't help and to call practice. They either don't care or have too much on, either way its not a pleasant experience dealing with Lumino and I'll be looking to change.
They don't even deserve 1 star. They take money out of your account with no authorization, even when I told them face to face that I didn't want my plan renewed This has happend 2 times. No response to my emails no response on Facebook chat. Under no circumstances join lumino .
I have been trying to cancel my plan as I have moved overseas and had asked for the remaining balance to be charged to my account and then the plan be wound up. However, Lumino have advised that this is not a possibility and I'll need to contact a month before my plan renews again for another year. There are a number of other NZ-based companies that offer cancelling a plan early and then being charged the remaining balance so unsure why this is too difficult for Lumino.
Called in to know if CBD branch has a certain service. The lady took my number and told me someone will call back. No one called
I have been told by my lumino dentist that I had to contact the Lumino head office as they could not be bothered with my enquiry. I have called 3 times and left several messages but no one will return calls even after being promised twice that they will. If you plan to go with Lumino I recommend that you don’t pay for a years services and get the saving. They have zero service and I am having to walk away without the services I have paid for.
Lumino The Dentists | Support Office is located at 29 Customs Street West, Auckland CBD, Auckland 1010, New Zealand
You can contact Lumino The Dentists | Support Office at +64 9 361 7100
You can find directions to Lumino The Dentists | Support Office by following this map link
1 Totaravale Drive, Wairau Valley, Glenfield 0627, New Zealand
182 Hinemoa Street, Birkenhead, Auckland 0626, New Zealand
65 Birkenhead Avenue, Birkenhead, Auckland 0626, New Zealand
64 Red Beach Road, Red Beach 0932, New Zealand
418 Glenfield Road, Glenfield, Auckland 0629, New Zealand
59 Apollo Drive, Rosedale, Auckland 0632, New Zealand