New River Valley Dental Care in Blacksburg | Locations, Category, Services Offered, Prices List, Top Ratings, Prices, Reviews & More

Abysmal (if any) communication, poor patient follow-up and care.

My wife was seen for her bi-annual visit in April, and she ordered a replacement night guard as part of her visit. She called shortly after her visit and was told that it had not arrived yet but that she should call back to follow up. Since then, her five calls over the past three months have gone unanswered.

I went in person to the clinic today, and they reproduced the dental guard almost instantly after I asked for it. I asked when it arrived, and they had no information to provide. I asked them why my wife was not notified when it arrived so she could pick it up, and why her calls weren’t returned so she could inquire about it, and they had nothing to say. I asked what their protocol was for receiving devices like this as far as notifying clients for pick up, and I got some “I think we… but I’m not sure.” Ultimately, the staff at the front desk acknowledged that this should not have happened, but there was no apology for their error, no effort to remedy the situation, and no apparent understanding for how to properly handle this situation, which I can’t imagine is a rare encounter in a dentist’s office.

This clinic clearly needs to put more of an effort into providing its staff with adequate training and actually develop standard operating procedures for basic situations such as this. From my limited experience, this clinic seems a lot more focused on getting your copay/insurance payments than actually serving you as a patient. We will be looking elsewhere for dental care and encourage anyone reading to do the same.

First negative review I have ever left but I’ve had the worst time with this practice. I loved the dentists here but on my last visit here the computers were down therefore my insurance information was never updated despite having provided them with the updated insurance information. I have now been trying to sort this billing issue out for an August 2023 visit since receiving my bill. I’ve spoken on the phone with them around 5 times, often with promises of a call back which I never receive. I’ve left around 5 voicemails and have never had a call returned. I continue to receive bills in the mail for this cleaning despite having had the same dental insurance since September 2022 that covers 2 cleanings annually. Considering eating the cost now to avoid it being sent to collections. Loved this dentist but will never return here because of the horrible or nonexistent customer service over this billing issue.

I don’t do reviews normally. If I do it’s to support the businesses that have gone above and beyond. That being said, New River Valley Dental Care has been an incredibly negative experience and has been for the duration of my care at the business. I’ve called this business at least 20 times and have never had ANY of my calls returned. I had to pay more than what I should have because they sent the wrong form to my insurance company multiple times. I even brought in my correspondence from the insurance company and I was still ignored. I decided to pay more than what I should have just to get my dental records sent to me so I can go elsewhere for my dental care. I am terribly disappointed in this business. The best part is that they will respond to this but they wouldn’t respond to me while I was their patient.

Edit: They would only talk to me when I wanted to pay my bill.