Complaints
This profile includes complaints for Virginia Family Dentistry's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was getting my regular check up and asked if they did nightguards. They replied yes. I said can you check and see if my insurance will pay for it. They came back a few minutes later and said my insurance will pay everything but *****. They even commented about what great insurance I have. I said lets schedule it. They went through the whole process which weeks went by and I got my nightguard expecting to pay no more than 50. 00 dollars. Much to my surprise when I got the bill for the entire cost close to ****** I called and asked why. The dentist advised me that my insurance only does this every three years and I had one done 2 years ago. Then I asked the receptionist what are my rights to contest this because I was told one thing by their office that was not true and is now costing me money I wouldnt have spent had they told me correctly the first time. She told me there is no process for disputing. What they say is the bill is the bill. Something is wrong here. Can someone please help me. I should not have to pay anything.
Business Response
Date: 01/21/2025
We can neither confirm nor deny this is a patient of Virginia Family Dentistry. Virginia Family Dentistry requires a signed ***** release to discuss any matters concerning patients of the practice.Customer Answer
Date: 01/21/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
Regards,
***** StocksInitial Complaint
Date:07/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Crown was done on 11/15. I paid $394 at that time. Insurance then paid $550 and I paid the balance after insurance adjustment of $266. In April they began billing again for the entire amount, I have called the office 3 times and left several messages for the office manager which have not been returned. There was an initial mixup as to which tooth was involved. There were 2 crowns in the treatment plan but only one was done. The current invoice needs to be reversed as well as all finance charges.Business Response
Date: 07/30/2024
We can neither confirm nor deny this is a patient of Virginia Family Dentistry. Virginia Family Dentistry requires a signed HIPAA release to discuss any matters concerning patients of the practice.Initial Complaint
Date:09/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I initially went to Virginia Family Dentistry so they could determine if they could put a crown my tooth. I was told what needed to be done and there would be 2 visits involved. Before leaving I was told I needed to pay half of my out of pocket up front ($350) and then they would send a bill for the other half of my out of pocket after the crown was completed. I asked if I could just pay the entire ( $700) now so I didn't have to make a second payment? I was told its best not to do that since insurance may cover more than expected and I might not even have to pay the full ($700). I said ok signed the paper and paid the ($350) so the process could start. I went back later got the buildup and then returned and got the crown set. Almost a month and a half passed before I received a bill which indicates its 30 days overdue and I owe ($521). I contacted VFD, spoke with a lady in billing and explained the situation about what I had been told before the procedure and questioned why I now have a bill thats 50 percent more than what I was originally told by VFD I would be responsible for after the procedure. I didn't even ask why its listed as overdue since this is the first bill I received. She said that with the cost of the procedure and what insurance paid that this was the outstanding balance. I asked again how my quote on final payment of ($350) could be 50% more when I was told by VFD not to pay the amount of ($700) in full which was supposed to be the *** since insurance might cover more than they expected and the amount could be lower which would mean I would be waiting for reimbursement if I paid in full to which I received no response. She said that I couldn't have been told I was paying half the amount up front since they wouldn't know how much insurance would cover, to which I responded I did not just pick that figure or phrase out of the air they were told to me by VFD. I made the payment of ($521) but believe they should have only charged the ($350) as agreed.Business Response
Date: 09/11/2023
We can neither confirm nor deny this is a patient of Virginia Family Dentistry. Virginia Family Dentistry requires a signed HIPAA release to discuss any matters concerning patients of the practice.Initial Complaint
Date:08/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I need to find out about filing a complaint about Virginia Family Dentistry.Here is our issue.My wife started going to Va Family Dentistry.She had several procedures, one of which was some kind of graph which came to find out the dentist obviously put too much and then charged us again to remove because they claimed it grew back too fast.Second, she needed to move teeth with either Invisalign or braces. We put a $500 deposit down and was told that after they got with another dentist they would call back but never did. They then did 2 procedures on her gums again and now want to charge us over $500 dollars on top of what they are charging the insurance company. We asked to transfer the $500 deposit to pay for thebill, however they said that it cost $250 dollars because she signed a contract which was not completed for the fact they never called back to discuss which plan (invisalignor Braces).Third, They said she neededher gum or somethingshaved downon one side and that's when we got a bill for two gingivitis procedures.They also keep sayingsomething about a root canal which was done previously. How many times do you have to have a root canal done?Theircommunications are very poor. When a businesssays they are going to call you back to discuss a plan to go with they should call.It seems to me Virginia FamilyDentistry is trying to **** money out of people. I am sure we are not the first ones to have this done.One last thing is If the dental side and the orthodontist side are going under the same name; Virginia Family Dentistry, Then they should be connected in some way but they talk like it's two completely separatebusinesses.So my question is how can we get some kind of resolution to this issue without just over paying after the lack of communication and procedure of shaving down which seems to be theirfault since the added too much to start with which they blame on growing back to fast.Sincerely,Mr. and *******************Business Response
Date: 08/08/2023
At this time we can neither confirm nor deny this is a patient of Virginia Family Dentistry. Virginia Family Dentistry requires a signed HIPAA release to discuss any matters concerning patients of the practice.Business Response
Date: 08/16/2023
The office manager has been in contact with both parties and have resolved the issues. Further, consultation appointments have been made and both parties encouraged to attend so both can hear and understand what options and costs are available to the patient for continued treatment.Initial Complaint
Date:06/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good afternoon, I recently went to the New ***** Virginia location to have some dental work done completed. I had two appointments set up 3/28 & 4/5. On 3/ 7th I was given an estimate of what amount that I needed to pay in order to have my tooth fixed. On 3/28th I paid ****** in cash. I had the work completed on 4/5 they completed and install my crown. My insurance processed the claim on 4/12 they paid $882.00. Therefore there is a balance that is owed to me for $200.90. I have called multiple times in reference to have my refund each time I called they keep pushing the date out. The first lady told me it would be 2-4 weeks. I called back over a week ago and the another lady told me 2-4 more weeks. I've waited patiently for my reimbursement, but I haven't received it yet. Although I appreciate the professionalism of the staff and the setting, I am quite dissatisfied with how long it has taken to process my refund. Considering that the job was finished on April 5 and it is now June 11 I believe that 8 weeks is enough time to wait for my reimbursement.Business Response
Date: 08/02/2023
We can neither confirm nor deny this is a patient of Virginia Family Dentistry. Virginia Family Dentistry requires a signed HIPAA release to discuss any matters concerning patients of the practice.Initial Complaint
Date:04/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing this **mplaint due to the unprofessionalism and negligent practices of the billing **** **ordinated by ************************* at Virginia Family Dentistry. From the beginning, in 2022 there have been multiple issues with the billing practice. First bills were not sent out timely, then not re**rded **rrectly. She often billed the wrong **mpany for the in**rrect patients, multiple times billed my insurance ** for my children and vice versa. In addition, when I informed them of my insurance change while undergoing VERY **stly implant treatment, they ensured me it was sent and showed as **vered however it was never pre authorized through my new insurance ** and therefore denied which resulted in a $2,000 bill. In addition, the office refused to assist in this matter and stated it was up to me to request this however was never made aware of this process and therefore was never given the option. I am now forced to pay out of pocket for a treatment that **uld have been approved if processed properly. This office has caused me significant stress and financial burden due to their negligence and lack of care and **ncern.
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