I visited the office to pick up my x-rays and other medical documents, which I had not received…read moredespite being told they would be sent. I also asked about a refund for correction visits that were originally described as no cost but were later billed. Juan, a manager, showed professionalism and strong emotional intelligence, acknowledged the misunderstanding, and processed the refund within a few hours. His service deserves 5 out of 5 stars.
If I had spoken with Juan earlier, my decision to discontinue services might not have escalated. Unfortunately, he was not available at the time. Time away from the office gave me space to reflect on my eight-year history with this practice, and I hope sharing my experience helps others choose a patient-centric, quality provider.
Positive Experiences:
Routine cleanings and scheduling have been pleasant. The hygienists are consistently kind, thorough, and the main reason I stayed as long as I did.
Areas of Concern:
Dental care beyond routine cleanings has been mixed for me, with 35% positive outcomes and 65% stressful and/or disappointing results. There is frequent turnover among dentists, and accountability when mistakes occur is inconsistent.
On multiple occasions, I was billed for x-rays and follow-up "corrective visits" that were only necessary because the dentist made an error. This was not a one-time situation; it happened several times. I was told these corrective visits would be free, only to later find charges added to my account, sometimes as late as 6+ months after the visit.
Billing transparency is also an issue. Front desk staff are kind, but often cannot explain charges and may become abrasive if you press for clarity. Disputed charges are not handled through a reliable or transparent process. What has worked has been persistent follow-up through formal emails and physically coming into the office, which is ultimately how I received fair treatment today. Needing to go through that level of effort for basic clarity and accountability has eroded my trust and created an unnecessary burden on my time.
In addition to inconsistent quality of care and billing concerns, I also experienced issues with communication and follow through from the office. On one occasion, a dental assistant told me the office manager would speak with me regarding my concerns, since the dentist is often very busy and typically only spends a few minutes with each patient. The manager never arrived. After my appointment, I waited nearly 30 minutes before she came out. She said she didn't need to speak with me because she had already spoken to the dentist, which had not been communicated to me. When I asked what the dentist had said, it became clear my concerns had not been addressed/documented. I explained my frustration and asked that she speak with me directly, as my concerns may have required additional intervention.
Experiences like these have led me to conclude that this office does not handle dental care beyond routine cleanings well. More complex treatment is approached with inconsistent quality, poor documentation, and unclear billing practices. As a patient, I need precision and transparency during more involved dental work, and this office has not demonstrated that level of care. Instead, billing the patient often seems to take priority, even in situations where the charges are not warranted.
These recurring issues have made it clear that the practice's operations do not align with the level of care and integrity I expect. Because of these ongoing concerns, my family and I will no longer continue services with Renova Smiles (Falls Church). Knowing that they have multiple locations under the same ownership, I have also chosen not to visit any of their other offices, as I worry the same operational patterns may exist.
