Verified Company
It’s interesting that your response claims Dr. Liao personally discussed my diagnosis with me, because I don’t recall ever having a conversation with anyone introduced as Dr. Liao. Since you state that all appointments are audio and video recorded, please feel free to email me the recording showing Dr. Liao speaking directly to me about my diagnosis and treatment plan. If I’m mistaken, I’ll gladly post that recording showing that an assistant or who ever that young girl was showing me my X-rays and answering my questions about my treatment.
What’s even more concerning is that your response doesn’t address the most important issue: the diagnosis itself. A second dentist confirmed that I did not have the infection I was prescribed antibiotics for and that the treatment plan I was given was not necessary. Can you please explain that to me?
Imagine all the vulnerable people Southwest takes advantage of! Unbelievably disappointing, nothing but recommending unnecessary treatment for financial reasons!
I came in for what was supposed to be a routine exam and cleaning, and left being told I supposedly had an infection, multiple cavities, and would need a root canal at some point. The most concerning part was that the dentist never discussed any of this with me directly. Instead, an “assistant” delivered the diagnosis and treatment plan. When I asked what evidence supported these claims, I didn’t receive a clear or convincing explanation.
Because I felt uncomfortable with how everything was handled, I decided to get a second opinion. The second dentist thoroughly examined me, and told me that I did not have an infection or cavities and that I did not need the antibiotics this office prescribed. He was relieved that I hadn’t started taking them. In his words told me “you can smell a rat, when you see one.” Meaning SouthWest was only trying to sell me on something I did not need.
When I told the office I wanted to hold off on treatment and requested a copy of my X-rays, it took almost 3 weeks and multiple requests before they finally provided them. That experience only added to my concerns about the office’s professionalism and transparency.
Based on my experience, I would strongly encourage anyone receiving a major diagnosis or expensive treatment plan here to seek a second opinion before moving forward. I’m incredibly thankful that I did. It saved me from unnecessary treatment and medication. This experience reinforced how important it is to ask questions, advocate for yourself, and never hesitate to get another professional opinion.
The one star is for the cleaning. The gentleman who did my cleaning was kind!
Reply from Southwest Family Dental
2026.07.23
Thank you for sharing your feedback, and we are glad to hear your cleaning experience was a positive one we will be sure to pass your kind words along.
We do want to address several of the claims made here, as they do not accurately reflect how our practice operates.
At Southwest Family Dental, all diagnoses and treatment recommendations are presented directly by Dr. Liao never delegated to an assistant ever.
Our treatment coordinator is present during that conversation to support the patient and help answer administrative questions, but clinical findings are always communicated by the treating dentist, with clinical evidence displayed on-screen and explained directly to the patient.
That is our standard for every patient, without exception.
We also want to note that all clinical team members at our practice wear similar uniforms.
We understand this can occasionally make it difficult for patients to distinguish between team members, and we recognize that may lead to honest confusion. However, Dr. Liao is the only individual in our office who delivers clinical findings and treatment recommendations that responsibility is never transferred to another team member.
Additionally, all patient interactions and appointments at our practice are audio and video recorded as a matter of standard office policy. These recordings are retained and available upon request. We understand that visits can feel overwhelming and that details are not always easy to recall accurately afterward should any patient wish to revisit what actually took place during their appointment, we are happy to make those recordings available to help clarify the record.
Out of respect for patient privacy, we will not discuss the specifics of any individual's visit in a public forum. What we can say with full confidence is that our clinical and diagnostic process is thorough, evidence based, and held to the highest standard of care.
We fully support patients seeking second opinions that is always a healthy part of informed decision-making.
We invite you to contact us directly at 575-524-4900 or through smilelascruces.com.
Transparent, patient-centered care is the foundation of everything we do, and we take it seriously when any patient feels otherwise.
We do want to address several of the claims made here, as they do not accurately reflect how our practice operates.
At Southwest Family Dental, all diagnoses and treatment recommendations are presented directly by Dr. Liao never delegated to an assistant ever.
Our treatment coordinator is present during that conversation to support the patient and help answer administrative questions, but clinical findings are always communicated by the treating dentist, with clinical evidence displayed on-screen and explained directly to the patient.
That is our standard for every patient, without exception.
We also want to note that all clinical team members at our practice wear similar uniforms.
We understand this can occasionally make it difficult for patients to distinguish between team members, and we recognize that may lead to honest confusion. However, Dr. Liao is the only individual in our office who delivers clinical findings and treatment recommendations that responsibility is never transferred to another team member.
Additionally, all patient interactions and appointments at our practice are audio and video recorded as a matter of standard office policy. These recordings are retained and available upon request. We understand that visits can feel overwhelming and that details are not always easy to recall accurately afterward should any patient wish to revisit what actually took place during their appointment, we are happy to make those recordings available to help clarify the record.
Out of respect for patient privacy, we will not discuss the specifics of any individual's visit in a public forum. What we can say with full confidence is that our clinical and diagnostic process is thorough, evidence based, and held to the highest standard of care.
We fully support patients seeking second opinions that is always a healthy part of informed decision-making.
We invite you to contact us directly at 575-524-4900 or through smilelascruces.com.
Transparent, patient-centered care is the foundation of everything we do, and we take it seriously when any patient feels otherwise.
Highly recommend staying away from this place. There is insane lack of communication from the brown receptionist. Was scheduled to do a filling, I get there and I’m told they want to do four different appointments, for each quarter of my face. At my first appointment I was able to get half of my teeth done, and was told to come back for a second appointment for the other side. Magically when I get there the receptionist had only booked me for one quarter (again, without telling me) and expected me to come back for a 3rd visit. Patients should know what their visit should expect BEFORE they arrive, and if 4 appointments are needed, the patient should idk probably know.
On top of that, expect to have water constantly spilled on your face and neck, which they won’t clean up, and expect to be reprimanded for naturally moving your tongue. If your blood pressure is 124/90, be expect to be asked questions about your blood pressure even though it’s normal. I was also told my appointment would be for one hour (for 3 fillings) it ended up taking over TWO hours, partly because the dentist left partway to talk to someone else for quite a while. Additionally the place looks sketchy.
I have truly never had a worse experience at the dentist. It was so bad, I will finish getting my fillings elsewhere and at a more professional environment
I went to Southwest Family Dental for a broken tooth that is causing me severe, ongoing pain. I had high hopes for this visit, especially given my past negative dental experiences and hesitation in seeking care.
Unfortunately, I felt my condition was not taken seriously. Despite reporting significant pain, I was told I would need to wait several days due to infection, even though I did not present with visible swelling or facial heat. The examination felt very brief and not thorough.
I am currently in a high level of pain, and I was very concerned that my symptoms were dismissed with minimal evaluation. I also asked questions regarding my condition and treatment, but did not receive clear answers or meaningful discussion.
This experience was especially disappointing because I have never been told to simply “go home and wait” while in this level of dental pain. In my experience in Michigan, urgent dental pain was treated more promptly and with greater attention to patient suffering.
I do not feel confident in returning to this provider, as I left feeling unheard, in pain, and without a clear path to relief. Ps. My negative review is only in reference to the dentist.The office staff was amazing . The X-ray guy was hilarious.Everybody was really nice in cordial , except for the dentist.
