Lumino The Dentists: Ponsonby Dentists

Never normally leave reviews, but this is necessary to avoid this happening to someone else! I normally see Dr David Hong (who is great!), but I booked in with another doctor who was very young (maybe around 25?), she looked at my teeth and told me that I needed 4 fillings even though I had just been to the dentist less than a year ago and nothing had changed in my routine, so I asked for a second opinion with David Hong when he was free. He examined my teeth and said that my suspicions were right and she was possibly confusing decay for staining, thus I walked out of there $1400 richer. I will not be returning and I have been a customer for 8 years. David is a great experienced dentist and I am glad he did his due diligence and checked my teeth properly.

Had a check up and treatment with Dr Daisy, she was amazing! Gentle and super efficient. I am no longer nervous to visit the dentist.

If I’ve had looked the reviews before my treatment, I wouldn’t be there to do my treatment and now just two months my crown came off again quickly! The first time my permanent crown came off was week after they put it on, now just two months, can’t believe it just happened again! Have to spend over $300 to just put it back in Wellington cause I moved out Auckland and can’t get them put back for me, even I they can put it back for me for free I even don’t know if I can still trust. Dr Josh did my root canal treatment and implant crown since March, finally got all done in end of May, during the treatment there were so many issues with waiting for him to be back from vacation, then told me have to do another scan and just wasted the weeks waiting for the crown coming in. And every time after the treatment with the filling and the temporary crowns just scratch my tongue and mouth to swollen and sore then had to go back again and again ask help to shape it better. Thought everything is fine after got the crown so didn’t make any comments, who knows now just two months the crown came off again, have no idea the total around $7000 treatment fee for what? Just kept giving me different pressure, finally can’t be positive anymore, hopefully you can see the reviews and choose right dental place for your teeth.

*Visited July 2022*

I was a regular visitor to the Auckland CBD branch, but I had an emergency issue with gum infection. That was the only branch that had the earliest slot, so I went. The overall experience with the branch and Dr. David Hong was not the best. I was examined by the dentist, and he decided to perform a periodontal treatment with a laser on the infected area. The problem was that he had to move me to a room with a deep scaler, but the room wasn't ready for the procedure. The nurse seemed lost, and many of the required items were missing. They made me wait for 5 to 10 minutes while they got ready. Once it was ready, the dentist performed the treatment and numbed my gum directly with needles. In my experience at other branches, dentists usually applied some numbing medicine to the gum area before injecting the needles, so that was unpleasant. The treatment was completed in 5 to 10 minutes, and it felt like the dentist was in a rush for the next patient. There were no clear instructions given to me on how to care for my wound, how to use the mouthwash, or how to take the antibiotic. I had to ask the receptionist myself for that information. The bill was expensive; it was almost $600 for a visit that lasted less than half an hour. When I went to pay the bill, I informed the receptionist that I had a Southern Cross Easy Claim, and they processed it right away. However, when I got home, I realized that any Southern Cross member was eligible for a 5% discount on the treatment, but they didn't mention that when I was paying the bill. I had to call them the next day so they could arrange that for me. Overall, it was not a pleasant experience visiting this branch. You could really tell the difference compared to the branch in Auckland CBD. The only good thing was that the receptionists were friendly. Unfortunately, I don't think I'll visit this branch again.

I had an exam with Daisy and it was amazing. Super efficient and actually really relaxing- I could have fallen asleep in the chair lol. She explained everything very thoroughly and opened up conversation for questions or queries. Would highly recommend!

First time I had my teeth cleaned here the hygienist ran me through a very informative after care routine and eased my anxiety a lot. The staff are incredibly informative, helpful and ease the stress of going to the dentist!

Big thank you to everyone at Lumino)

Awful experience, they expect you to make expensive decisions on the spot without informing and educating you properly of all options available, seem grumpy and frustrated if you are unsure. It can be emotional to make a big and expensive decision if you’ve just been told you need a root canal. If you are unsure at the time they push you to rebook and come back again at a later date and try to rush you out the door instead of being patient and explaining options in depth to help ease your stress. I was booked with Aline and found her cold and unhelpful and she seemed like she would rather be anywhere else than at work.

Had the worst experience I've ever experienced at a dentist here and this was a few years ago but I'm still traumatized to this day. Was only from the hygienist at the time but I walked out shaking and crying - never again. Save your money and find a better hygienist elsewhere.
UPDATE: after reading Tyler's message this was almost the EXACT same experience as I had! I couldn't remember the lady's name however.worst customer experience ever

I attended for a scale and polish, the same afternoon my underwire for my braces came loose. I went to my orthodontist and had to pay $150 for the refitting of the underwire. I contacted Lumino to let them know this had happened and was likely due to the scale and polish, they told me they would get back to me in a few days. Three weeks later and I have heard nothing back from them.

This is a shame as I have attended in the past for 2x fillings and found the service, location, and professionalism to be of a very high standard. However, I found the commercialisation of dentistry to be somewhat off-putting, it felt entirely corporate and I understand that you usually don't see the same practitioners as they cycle through a lot (high turnover rate). It must be less rewarding as a practitioner as well to work in a business model where income is prioritised before patient experience and good dentistry outcomes.

I think I will be looking for a small-practice family dentist in the future and regret foraying into this commercialised space. They have shown they do not care about valid concerns and complaints, and likely hoped I would just forget about the experience or that it would be swept under the rug. I think it is very much a numbers game to Lumino the Dentists.

Always a pleasure coming here. The staff members are always friendly and professional. The booking process is a breeze, and they have the best after-care. As somebody who used to hate going to the dentist, I cannot recommend them enough. They will make you feel at ease and explain the processes in a very easy-to-understand manner. Thank you, Lumino Ponsonby. Keep up the excellent work!

I went to Lumino Ponsonby for a few years because my regular dentist shifted there when he closed his previous practice (he was great but has now retired). I decided to keep on with Lumino even though I had several problems in the past with their booking and communications. I have just had further problems with appointment booking and communications - being asked to change an appointment that had just been confirmed by text from Lumino a few hours earlier! I have given up on Lumino and have cancelled my appointment. I see I am not the only one who has had negative experiences here.

My husband was left waiting for 30mins after being checked in by one receptionist before being told by another that the hygienist had actually gone home earlier that day.

I have already sent an email to Lumino Ponsonby about my experience. But I thought I would share my experience more publicly to make people aware. I booked in for a check up and I ended up needing a root canal after seeing Kelly she referred me to Saskia Saetrum. My experience with Kelly was great she was friendly and made me feel comfortable. A few weeks later I came into see Saskia to talk about a root canal. When I arrived at the appointment I could tell from the start when calling my name that Saskia was in a bad mood and was in a rush. She had the attitude of "not wanting to be here". I quickly learned that my experience with Saskia was not going to be the same as it was with Kelly. She was the complete opposite of friendly. I wanted some advice on the root canal and prices as I was a little unsure about getting the procedure done and she was very unhelpful and rude as she was angry that I wasnt sure about the procedure and said "what do you want to do then" in a very rude tone. She didnt give me information about the root canal she seemed like she just wanted to get me in the chair and get it done, she was over the day and over her job clearly. As soon as I went into the room the vibe was off and I felt she didnt want me there. I explained she made me feel uncomfortable as she replied "ok" with no care in the world. I then walked out crying. If she had just given me more information about the procedure and made me comfortable I would of went through with it.

I have transferred my files to a new dentist, I definitely will not be going back. Saskia was a horrible rude women for no reason at all. She should not be in that job with that attitude.

When I made the complaint to Cathryn Sanda the reply I got had hardly any remorse.

When you are choosing a dentist for most people you want to see someone that will make you feel comfortable as seeing the dentist can be daunting for most.

Horrible experience overall and I do not recommend going to Lumino Ponsonby, purely because of Saskia.

I phoned the emergency line on Monday during lockdown as an implant had come loose over the weekend. Now, I get that things are tough during lockdown, but Tony if you read this there is no point having emergency contacts if your message service and your staff don't treat it like an emergency. Firstly the message service is just plain hopeless. They fob you off saying someone will call but after about five hours I rang again. Same response.
Tony called me middle of the day Tuesday and apologised. He told me they couldn't work because their PPE was not of the right standard, but that someone from Takapuna office would call. It is now Thursday night and no contact. After having spent a lot of money with this practice over the last two years I feel totally undervalued as a client. Heres a direct message, Tony. If some doesn't call me tomorrow, I am gone from your practice and I am going to tell a thousand people.

Hands down the best dental practice I've ever been to. The whole team is fantastic but a special mention to Aftab who is ridiculously friendly and professional.

This was the worst out worst medical experience with Lumino Ponsonby.
Without any pre-notice or discussion, that's what they did to my teeth. Just look at the image you might able to understand where my anger come from. Absolutely disgusting.

Went to a check up today. I have some pain in my teeth which could have been more investigated, and I felt it was odd not to leave with any written summary of the appointment or letting me know which teeth had the cavities. Lumino is super busy, felt like I had to leave quickly. I wonder would it be the same if I was a Kiwi?

Booked in for a check up after a friend recommended Lumino, hadnt been to the dentist in 7 years (shocking I know) as I had a horrible experiences as a young teen. Cannot rave enough about how amazing my experience was with Kelly! She was super kind and accommodating, stopping whenever I needed, explaining everything before so I knew what to expect and all round just an amazing dentist. I am no longer scared to go to the dentist, highly recommend!

I had an appointment to check my teeth with Dr. Tony Dey last Friday Tony wanted to take pictures since it was my first time there, they put some metal mirror in my mouth to take a picture form back of my teeth. Tony was so much in rush to do it he hit my front tooth with metal mirror and chipped it. I understand accidents happen but with a bit of care it was totally avoidable.
They are fast like shearers! And that does not work with people!
The only positive thing about this experience is that Tony said he is going to apply for ACC for this and let me what they are going to do about it.
Of course I will seek advise form other dentists.

I saw David Hong and I notice another person had the same painful experience as me! Complained to tony dey, he didnt what yo know. DO NOT GO HERE. WARNIN. WARNING! Disgusting service.poor dental treatment with management not wanting to know when things go wrong! I still have nerve problems from Male treatment on one side of my face.when I told them met with deaf ears.never go here unless you want poor 3rd world treatment and no ears when you complain! DISGUSTING IS THE ONLY WORD I HAVE!