Village Family Dental - Fayetteville

"My daughter went in for her cleaning last year and was told that she was going to need some crowns on a few cavities she had. When I went to check out the lady Megan handed me a paper and said this is the cost and you have to pay $165 before we can schedule it. I told her I didn’t have that at the time, that I would call back when I get it and schedule. Fast forward about a month, I called back in and informed them I had the money and she told me because I was paying with HSA, that they would just take that $165 payment when I came in for the procedure. I go in to have my daughter’s procedure done, the medical staff and dentists were super nice and friendly and walked me through what was to be expected. Once my daughter came out from the procedure, I went to checkout and this young lady told me I had a balance due of $1400. I explained to this lady that I was only told I’d have to pay $165, she left and went to spoke to someone, came back and said okay and started to take my payment. Megan, whom was sitting next to her chimed in and said “you’ll have to make that $1400 payment” in which I responded, I was only made aware of the $165 payment due today. She then proceeded to ask me “Were you not aware of your responsibility before coming in today?” I replied, “no, I was told originally that the costs were $2800 for both sides, but I had to pay $165, so I assumed that was my responsibility” she informed me at that time after she already had the procedure done, that the cost that I was responsible for was the $2800. I was so confused as to why my amount was that much and just told them I’d have to take some time to get the remainder. I received the explanation of benefits from my health insurance and found out that the crowns they put on my daughter, weren’t a covered benefit under my health plan. I tried calling in to speak with an office manager since I was never informed of this noncovered benefit and had to leave a message. I never received a call back until today when Megan called to confirm my sons cleaning appointment in which she stated in order for him to come to his appointment and for my other two children to continue care there, I would have to be set up on a payment plan. I told her, I don’t want to be set up on a payment plan, I have been trying to speak with an office manager and never got a call back. She transferred my call to this woman named Christina. I explained my situation to this women and told her I know I am still responsible for paying the $1400 balance (which at this time the balance had lowered since I was making payments) but wanted to make her aware of the lack of knowledge I was given regarding this procedure. So that way in the future, someone else doesn’t go through what Im currently going through. Stuck with a bill that is going to be difficult to pay off. That if I knew it weren’t going to be covered by insurance, I would’ve requested to speak back with the dentist to see what other care plans we could do that would be covered or if this was the only option. Christina made an apology to only turn around and make it seem as if I was lying about my situation because “their staff never lets patients/guardians walk out not informed of their out of pocket expenses”. I was then informed by her again, that if I want my kids to continue care there, I needed to be set up on a payment plan. I was stunned. That the issue I was calling about was overlooked and ignored and that I was still being forced to a payment plan without an sincere apology or even some kind of resolution. I told her I would come to the office sometime to make that arrangement and to just cancel my sons appointment because I will be finding care elsewhere. This company will not get anymore money from me other than what I already owe. I hate it because I LOVE my kids dentist and their dental assistants. Overall very disappointed in the office staff here with their lack of compassion, respect, and overall job knowledge and ensuring patients/guardians are made aware of every detail. What a shame."

"This is my second time here. My first appointment was for myself and this appointment was for my daughter. Both appointments we received 5 star service. From the greet at the front desk from Trinita to the short wait time. My DH was Sue and my daughters was Elise they both gave the best dental experience. We both also had different doctors and both were extraordinary! I highly recommend this facility for family care, all ages."

"Jennifer and Dr. James are my favorites here! To say that they pride themselves with being meticulous and conscientious would be an overstatement! The dental care I receive here has been phenomenal! I am 61 years old and finally feel good about my smile because of the crown work on my top front teeth. I have such confidence in this dental office, and I highly recommend them!"

"I cannot say enough good things about this practice. I have a very complicated dental history, and have never had more painless dental work than with this team. They are so thorough in answering any questions I have and making me feel comfortable. I also started my daughter with their pediatric team at 18-months-old, and now at 2, she loves going to see Dr. Olsen! If you need a team that truly cares about their work and their patients, this is the office for you."

"This place is outstanding. I called one day and had an appointment scheduled within two days. They had my son's braces on in less than a week. The staff was beyond helpful and the doctor talked to my son in a manner that I really appreciated. She valued his feedback and input while communicating her expectations. I am taking my younger son this week to have him evaluated. I couldn't be more please with the service provided here, cost, payment plan and all. Thank you so much, Village Family and staff. You're kindness is very much appreciated."