I rarely write reviews, and the ones I usually write are positive. I went to Virginia Family Dentistry because of the glowing reviews, but my experience was quite different.
I've lived in the Richmond area for over 40 years and found their business practices concerning. My 19-year-old son, 17-year-old daughter, and I had appointments last week. After being informed that our new patient visits would total $577 for the same services (since we are self-pay), I agreed to proceed. While I understand my son is an adult, I made it clear that I would be paying for everything.
I grew concerned when my dentist suggested pulling a back tooth due to a gap that might cause bacteria issues, despite no current problems plus making recommendation to see their periodontist and pushing a possible the idea of an implant for the tooth; as well as, selling them on their orthodontist after I mentioned that I had seen the orthodontist the day before...which they said they never got x-rays for and it didn't matter because theirs would be different.
Additionally, we were told afterward that my daughter's visit would cost $60 more due to extra X-rays, which we were not informed about in advance.
It's comparable to a mechanic doing extra work without getting your approval first. I decided to go along with it, appreciating the new patient discount.
They then informed us my son would need a deep cleaning instead of a regular one and scheduled it for this week, again without giving any pricing information. When he asked if there would be extra costs, her response, "there shouldn't be."
Later, we found out this service would cost over $200. This was surprising since we were told otherwise, and they knew I was responsible for the payments.
When I asked why we didn't receive a discount for my son's previous visit since he didn't get a cleaning the first time, they said his services were different. How?
When the whole purpose of the visit was for a check up and cleaning.
At my previous dentist, everything was always spelled out, and NEVER any surprises!
After speaking with the office manager, Lauren, I felt unheard and unacknowledged as a customer. She did not apologize or address my concerns, only defending their position. As a business coach and consultant, I've rarely encountered such poor customer service communication outside of the restaurant industry.
We ultimately decided not to proceed with the additional service. Virginia Family Dentistry's communication with patients is lacking at best and unethical at worst. They lost out on over $1,500 of upcoming services we would have needed and the lifetime value of a customer.
Choose carefully!
They will not be getting any recommendations from me. It's noteworthy that they've disabled reviews on Facebook, which might explain the abundance of positive reviews here.
I prefer practices that prioritize people over profits and are not influenced by private equity. Maybe I need to take the 30 minute trek back across the river to my old dentist.
David Tran
-
May 01, 2024
I moved to the Richmond area about a year ago, and went with Virginia Family Dentistry Midlothian based on the glowing reviews of the place. And boy, did it live up to the hype...
The majority of my time was spent interacting with my dental hygienist, Clement (sp?), who was very communicative throughout the entire process, making sure I was comfortable the entire time. He had a calm and gentle demeanor that made him easy to talk to, and this also translated into his care. Every time I visited my previous dentists, I would be told that I wasn't flossing enough, gums bleeding as the dental hygienists jammed the floss between my teeth. And while I can't say I never bled during this cleaning, I could definitely tell that his movements were more deliberate, with the intention of minimizing the discomfort.
I did get to see the actual dentist as well, Dr. Brandon Wong, and while the experience was more fleeting, it was also a very positive experience. The bottom row of my teeth are crowded, and previous dentists have pushed for me to get Invisalign, to the point where I dreaded going back to them every time. Not Brandon. He made some recommendations and listed options, but never pushed me in a direction and made it clear that it was my choice.
In short, awesome experience, made possible by awesome people! Definitely recommend this place!
Marianne Lane
-
July 12, 2024
No one looks forward to a root canal but the team made it almost painless. I received clear explanations on the process, and it was barely a pinch when the doctor numbed around the tooth. From start to finish I was comfortable and I was on my way home in just 80 minutes!
Anthony Brown
-
July 02, 2024
My Endodontist was very kind, compassionate, and extremely informative as to my condition! She gave such valuable information about my situation, that I was able to make a sensible decision about what approach I should take to bring about the most satisfying dental healthcare. And that made me feel good about coming there!!!👍🏽
Thankyou!🫵🏽👍🏽👋🏽
Janet Hummel
-
April 25, 2024
From the check-in to check-out the staff is very friendly. Special gratitude to Mallory, Hygienist, who once again did an outstanding job. She cares for her patients with expertise and compassion!!! She is the best.
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I rarely write reviews, and the ones I usually write are positive. I went to Virginia Family Dentistry because of the glowing reviews, but my experience was quite different. I've lived in the Richmond area for over 40 years and found their business practices concerning. My 19-year-old son, 17-year-old daughter, and I had appointments last week. After being informed that our new patient visits would total $577 for the same services (since we are self-pay), I agreed to proceed. While I understand my son is an adult, I made it clear that I would be paying for everything. I grew concerned when my dentist suggested pulling a back tooth due to a gap that might cause bacteria issues, despite no current problems plus making recommendation to see their periodontist and pushing a possible the idea of an implant for the tooth; as well as, selling them on their orthodontist after I mentioned that I had seen the orthodontist the day before...which they said they never got x-rays for and it didn't matter because theirs would be different. Additionally, we were told afterward that my daughter's visit would cost $60 more due to extra X-rays, which we were not informed about in advance. It's comparable to a mechanic doing extra work without getting your approval first. I decided to go along with it, appreciating the new patient discount. They then informed us my son would need a deep cleaning instead of a regular one and scheduled it for this week, again without giving any pricing information. When he asked if there would be extra costs, her response, "there shouldn't be." Later, we found out this service would cost over $200. This was surprising since we were told otherwise, and they knew I was responsible for the payments. When I asked why we didn't receive a discount for my son's previous visit since he didn't get a cleaning the first time, they said his services were different. How? When the whole purpose of the visit was for a check up and cleaning. At my previous dentist, everything was always spelled out, and NEVER any surprises! After speaking with the office manager, Lauren, I felt unheard and unacknowledged as a customer. She did not apologize or address my concerns, only defending their position. As a business coach and consultant, I've rarely encountered such poor customer service communication outside of the restaurant industry. We ultimately decided not to proceed with the additional service. Virginia Family Dentistry's communication with patients is lacking at best and unethical at worst. They lost out on over $1,500 of upcoming services we would have needed and the lifetime value of a customer. Choose carefully! They will not be getting any recommendations from me. It's noteworthy that they've disabled reviews on Facebook, which might explain the abundance of positive reviews here. I prefer practices that prioritize people over profits and are not influenced by private equity. Maybe I need to take the 30 minute trek back across the river to my old dentist.
I moved to the Richmond area about a year ago, and went with Virginia Family Dentistry Midlothian based on the glowing reviews of the place. And boy, did it live up to the hype... The majority of my time was spent interacting with my dental hygienist, Clement (sp?), who was very communicative throughout the entire process, making sure I was comfortable the entire time. He had a calm and gentle demeanor that made him easy to talk to, and this also translated into his care. Every time I visited my previous dentists, I would be told that I wasn't flossing enough, gums bleeding as the dental hygienists jammed the floss between my teeth. And while I can't say I never bled during this cleaning, I could definitely tell that his movements were more deliberate, with the intention of minimizing the discomfort. I did get to see the actual dentist as well, Dr. Brandon Wong, and while the experience was more fleeting, it was also a very positive experience. The bottom row of my teeth are crowded, and previous dentists have pushed for me to get Invisalign, to the point where I dreaded going back to them every time. Not Brandon. He made some recommendations and listed options, but never pushed me in a direction and made it clear that it was my choice. In short, awesome experience, made possible by awesome people! Definitely recommend this place!
No one looks forward to a root canal but the team made it almost painless. I received clear explanations on the process, and it was barely a pinch when the doctor numbed around the tooth. From start to finish I was comfortable and I was on my way home in just 80 minutes!
My Endodontist was very kind, compassionate, and extremely informative as to my condition! She gave such valuable information about my situation, that I was able to make a sensible decision about what approach I should take to bring about the most satisfying dental healthcare. And that made me feel good about coming there!!!👍🏽 Thankyou!🫵🏽👍🏽👋🏽
From the check-in to check-out the staff is very friendly. Special gratitude to Mallory, Hygienist, who once again did an outstanding job. She cares for her patients with expertise and compassion!!! She is the best.