Morrison Dental Group - Williamsburg

Austin · 1 out of 5 stars · 3 months ago

The most unprofessional and worst medical experiences of my family’s life. Service - Terrible, borderline Malpractice. My wife had over 10 appointments for a single root canal over the span of a year. It was done poorly multiple times and had to be re-done. One time they left cotton & thread in her mouth and secured the crown and left it there in her gums for months before realizing it the next appointment and removing it. They had the her crown delivered to a different office and when she showed up, they realized the mistake, unapologetically. They were confused over which crown was the right one since they took multiple molds and made multiple versions. Ended up securing the wrong fitting crown which fell out after a month. The list goes on. Communication / Organization - Terrible. Reference above and after ten appointments give or take, my wife is going to a new dentist to get a proper root canal on the same tooth. Multiple instances of last minute cancellations, changing the appointment time the morning of (later and earlier), after taking off work, securing childcare, etc. Does not return phone calls, does not want to help, reactive communication, etc. Three different times where I took off work to watch the kids and they call late the night prior or the morning of to cancel on us. Obvious disorganization and a lack of respect and care for people’s time. Front Office - The unprofessionalism of the office clerk, Tony/Toni is unforgivable. Unfathomable. My wife and I have called politely multiple times only to be given no information, met with confusion, attitude, resistance, zero situational awareness, and no willingness to attempt to solve the problem; even when they caused them. After telling us the day prior, and multiple visits, that they don’t accept tricare and won’t serve active duty, they said “we’re not sure what happened, but we shouldn’t have treated you.” …What? How do you not know that? Thankfully my wife got in the habit of calling a few days prior, to confirm the appointments, and they finally returned a call to say, sorry find a new dentist. The laughable part is they won’t release her medical records to the new dentist that does accept tricare. They are physically unable because they state their software won’t let them. I’ll assume they can’t consolidate a report into a file and send encrypted via email. I’ll assume they have no way to hand patient continuity to any location or print and provide to my wife to hand carry. After hanging up on us multiple times, we got a hold of the office manager, Carol who was equally unhelpful and said she would call back with a solution at 2. It is 4 hours later and nothing heard. They won’t call back and that’s okay at this point. I fully expect her records will not be transferred and we will incur the cost to get re-imaging and scans that were accomplished within the last 30 days, because of a failure to want to help. They don’t want to help…ever. It’s truly astonishing. I’ve seen my wife cry maybe 5 times in time I’ve known her (over a decade). 2-3 of those were after interactions with this dentist. The lack of professional skills, the disrespect, and disorganization in the front office is 100% indicative of the work that happens behind the front desk. If I remember correctly, the owners / dentists are prior military. They must despise the military community because they have absolutely failed us with no afterthought. It’s common knowledge amongst my colleagues at work and an absolute shame. If the owners care to chat, let me know! I’m happy to provide constructive feedback and insight

Nate Washington · 1 out of 5 stars · 4 months ago

I am extremely disappointed with this dental office and the way I was treated as a veteran seeking care. My appointment was canceled in mid-January because they claimed they could not obtain VA authorization. I was told they would follow up, yet I never received a single call back in over a month. Today, when I called to ask for an update, the receptionist was rude, dismissive, and completely unprofessional. Instead of answering my questions or offering assistance, she spoke over me, refused to provide her name when I asked, and ultimately hung up on me. I called back three times afterward and my calls were not answered. This is not how anyone should be treated, especially when calling about medical care and VA authorization. Veterans already navigate enough bureaucracy to access benefits we earned. Basic courtesy, communication, and accountability should not be too much to expect. Very disappointing experience. I cannot recommend this office based on how they handle patients and veterans.

Scott · 5 out of 5 stars · 2 weeks ago

Morrison Dental Group is an awesome place! You will receive great care, excellent customer service and a great cleaning. And, Dr. Marasigan is GREAT!

Laura Klein · 1 out of 5 stars · 2 weeks ago

I normally do not make posts like this, but after more than six months of trying to resolve this privately, through management, through Capital One, and through the Better Business Bureau, I feel other consumers should be aware of my experience with Morrison Dental. I received a custom night guard through the practice. At the fitting appointment, I explained that the appliance felt extremely bulky. Rather than being sent out for adjustment, it was ground down behind my dental chair at the countertop while debris and dust visibly flew from the appliance. This went on for a significant amount of time before the appliance was returned to me. After I got home and had an opportunity to inspect the appliance more closely, I believed it had been damaged during this process. I returned to the office a few days later and met directly with the dentist. During that appointment, I was told the appliance would be sent back to the lab, we decided that it would not be remade, and that I could receive a refund. I was then directed to the front desk regarding the refund process. Because I was concerned about how the situation was being handled, I documented the entire interaction in an email that same day. The office retained possession of the appliance and has had it ever since. Over the following months, I repeatedly sought answers and a resolution. I received written communications stating that a resolution was being worked on. I attended an in-person meeting with management shortly before Christmas. Following that meeting, I received an email on January 5 stating: “For the night guard - I am waiting on the final approval from the Morrison Management on the refund.” Despite that communication, no refund was ever issued. I then disputed the charge through my bank, Capital One. In the documentation Morrison Dental submitted during that dispute, they represented that I still had possession of the appliance, that the appliance was not broken, and referenced CareCredit even though this charge was made through Capital One. I dispute those statements. The office retained the appliance, I did not have it, and CareCredit was not used for this transaction. I do not even have CareCredit. This week, Morrison Dental responded to the BBB stating that a refund was never promised and will not be issued. At this point:
• Morrison Dental remains in possession of the appliance.
• I do not have a night guard.
• I have not received a refund.
• More than six months have passed since this began. What has been most frustrating is not just the financial loss, although this was an expensive custom night guard that cost me money out of pocket and also utilized insurance benefits that cannot simply be restored. It is the extraordinary amount of time, energy, stress, and peace of mind that this matter has taken from me over the past six months. With the exception of the initial communication stating that a resolution would be provided and the January 5 email stating that management was awaiting final approval on a refund, most of my follow-up emails and requests for updates went unanswered or resulted in little meaningful information regarding the status of the matter. Countless emails, phone calls, meetings, dispute filings, and follow-ups have all led to the same place: no night guard, no refund, and no resolution. What remains most difficult for me to understand is that a large and well-established dental organization would allow a matter involving a single patient and a single night guard to continue unresolved for more than six months despite repeated requests for help and written discussions regarding a refund. I have retained the emails, photographs, dispute records, BBB correspondence, and documentation relating to this matter. I am sharing my experience so that others can make informed decisions and ask questions before committing to treatment. I sincerely hope no other patient has to spend more than six months pursuing answers regarding a single dental appliance.

Joey Caisse · 2 out of 5 stars · 4 months ago

Nice group of people but make sure you get UP FRONT what they are going to bill you for so you don't get a shock later. In my case I was told they contacted my insurer and my visit was covered, after the bill I learned parts of exam were NOT covered. Buyer beware I guess.