Bon Secours - Chester Family Medicine 12801 Iron Bridge Road, Chester, VA 23831

"I had an appointment at the office of Marissa W. Esquivel as a new patient at 10:00 and got there at 9:55 when they informed me that I had to reschedule my appointment because I wasn’t there 15 minutes before. I spoke with the office days before to provide proof of insurance, but no one told me that. This was such an inconvenience, and they did not even want to accommodate me when I was not told that when I spoke with their office, and they did not share that with me. It took them 10 minutes to tell me that they had to reschedule for a later date. They could have used that time to gather whatever information they needed. Mind you, they rescheduled my appointment before because I had a new patient appointment online, and they say they don't accept appointments for new patients online. I looked at the reviews before I came, and they weren't all that good, but I was still willing to see for myself. I wish I could give them a zero, because that's what they deserve."

"I need to find a new dr office. I really miss the way this place used to be before it was taken over. The old doctors were the best. I miss the expert care of dr port."

"I wish I had seen the reviews before making my appointment months ago. The confirmation email stated to try to arrive a few minutes before the appointment that was set at 2pm. They called the day before to, I assume, confirm the appointment, I missed the call but did call back to get no answer. I get there the day of the appointment to not only wait at the window and basically be ignored but to be told that because I'm a new patient I should have come 30 minutes early. That should have been stated in the confirmation email and the appointment should have been set for 1:30. I took time off of work. One of the receptionists was rude. Very unprofessional, I would also point out that the receptionist should dress a little more professional especially to be representing Bon Secours."

"Don't waste your time with this office. TL:DR - Office has my information for over 45 days, confirms my insurance the day before appointment; when I arrive for the appointment they tell me they do NOT take my insurance but I can pay out of pocket. Practice Manager put all blame on a call center, offers no solution or help. Through my insurance carrier, Anthem, I made an appointment at this facility over 45 days ago (as of 8/2/2022). The day before my scheduled appointment (8/1/2022) I received a call from their office to confirm my insurance, which I did and was told everything was fine. The day of my appointment, (8/2/2022) I arrived and checked in, and was immediately told that they do NOT take my insurance and I would have to pay out of pocket(sketchy). At this point I called Anthem and was told that Bon Secours hadn't updated any information with them and that this facility was still showing as in network for my plan. I spoke with the front desk again and let them know I had confirmed my insurance with them the day prior. At this point Practice Manager T. A. came out to speak with me. She let me know that a call center handles some of their calls and that someone there must have relayed incorrect information to me and that there was nothing she would do as it was not their mistake but the call centers. This doesn't line up with the facts as the call I made was to their physical office phone number. The complete lack of accountability or willingness to even try to resolve this situation was surprising and lazy."

"I have gone here for more than 25 years. All the original doctors retired. Sadly, the practice has nosedived under its new organization. I have found them to be unresponsive and uncaring. It took me numerous phone calls and 4 days to get a prescription refill called in to the pharmacy. Recently, I went there, saw a doctor I had never seen before and then the next day tried to ask a related question of the one I had seen twice, since the one I just saw was off the next day...but she would not take my call. I had to go to another practice that day to get the care and prescription I needed urgently for an infection. Lab work results were never provided to me. What a disappointment. I will never return."