I am writing to express my dissatisfaction with my experience at Aspen Dental in Gloucester, VA…read more
I live in Newport News and had a lengthy commute due to construction delays. I had a scheduled appointment for Monday, December 22nd at 10:00 a.m. I contacted the office in advance to inform them that I would be approximately nine minutes late. I arrived at 10:09 a.m.; however, I was not seen until well after 10:30 a.m.
After X-rays were taken, I was placed in an exam room, where I experienced a significant wait. A hygienist eventually arrived and explained that she would be assessing my gums, which took approximately 20 minutes. After she left, I waited again for the dentist to arrive.
When the dentist entered, she reviewed my file and focused primarily on a conversation she had overheard regarding Invisalign rather than addressing the reason for my visit. I had chipped my lower left tooth and was seeking to have it filled. While I understood there was a possibility the repair might not be completed that day, I felt limited attention was given to my primary concern.
I originally selected this location based on a previous positive interaction with the office manager, Arielle; however, she was not present in the office on December 22nd.
After spending nearly three hours at the office, I received neither a cleaning nor a filling. The receptionist explained that this was my initial visit, that the dentist had been out the previous week, and that the office was attempting to accommodate patients who had not been seen during that time. I was informed that the dentist was running behind and did not have time to complete the filling. This explanation was frustrating, as I arrived on my scheduled appointment date and time.
I was then asked to return on Wednesday, December 24th (Christmas Eve). I was told that I did not receive a cleaning because the hygienist's schedule was full, despite the fact that she had spent approximately 20 minutes assessing my gums. When I asked when a cleaning could be scheduled, an opening was identified for 9:00 a.m., followed by a 10:00 a.m. filling.
On December 24th, I arrived at 8:51 a.m. but was not called back until 9:20 a.m. I waited an additional 30 minutes before the hygienist began my cleaning, which concluded around 9:43 a.m. I was then directed back to the waiting area to await my 10:00 a.m. appointment.
I was not called back again until approximately 10:18 a.m., at which time numbing gel was applied. The dentist, Dr. Vedros, whom I later learned is the owner, then administered the injection. The injection was delivered in a manner that was uncomfortable, as she stood off to the side during administration. I experienced significant pain and visibly reacted; however, there was no acknowledgment or reassurance provided before she exited the room.
I then waited an additional 30 to 40 minutes. When I inquired about the delay, I was informed that another patient had arrived with an emergency and that I would be seen next. At that point, it was approximately 10:50 a.m.
When the filling was completed, I was unable to see a noticeable improvement. The tooth appeared unchanged, as only the back portion had been filled and the overall level remained the same. When I expressed my concern, the dentist stated that the tooth had been repaired and appeared different, and that no further adjustments would be made due to the bite markers.
The interaction felt dismissive, particularly given the events of both visits. I left the office feeling rushed, unheard, and dissatisfied with the overall care provided.
I will not be returning to this location. The experience required a significant investment of time without a satisfactory outcome.
The only positive interactions were with a dental assistant with dark hair whose name I did not obtain, and with Arielle during a separate visit. Both were courteous and professional. Unfortunately, my interactions with the blonde staff member and Dr. Vedros were unprofessional and unwelcoming.
