Downtown Dental

Jeff Hackett

6 months ago

I have been a patient at Cville Downtown Dental for several years, mainly for dental cleaning and some small cavities. The dental hygienists and dentists have all been kind and professional. This experience took a very bizarre and unpleasant turn at my most recent visit. I checked in for my cleaning appointment and the receptionist mentioned the need for new full mouth xrays. I politely said I would decline. Her immediate response was that my cleaning visit would therefore be cancelled. I was absolutely bewildered so I requested to speak directly with the dentist for clarification. While I waited in the waiting area, a woman came out and without introducing herself said she had heard I was declining the xrays and my cleaning would be cancelled. I had to actually ask who she was to get some clarity in this bizarre interaction. She was the "Office Manager". This conversation was all going on while still in the waiting room with other patients present. I requested to have this conversation in private. Once in the exam room I asked again why declining the xray would result in cancellation of my appointment. The "office mgr" said that it was policy. When asked to see this "policy" in writing she responded that one did not exist. I asked again to speak with my dentist who was to be involved in my care and her response was that she was busy and could not see me. The entirety of the interaction with the "office mgr" was highly unprofessional and ended with her storming out of the room threatening if I did not leave she would call the police. In my 25+ years in medicine, I have NEVER seen such poor and unprofessional communication. I will certainly not be returning to downtown dental, nor will any of my family.

Amanda Dunkum

7 months ago

I have been going to Downtown Dental for a couple of years now with no issues (other than the extended wait for regular appts—but that is healthcare across the board right now.) I was in the office on 8/27/25 and inquired about dental whitening options. I was told by my hygienist that day that there were three different options available and that they “may still be running a special if I did both trays & in-house”. Upon her checking with the “office manager” and us both having a conversation at checkout (I didn’t catch that lady’s name, unfortunately), I was told they would indeed still honor the special of $550 for both trays & in-house whitening for me. I was scheduled for 9/16 with Dr. Stump and specifically asked them if I needed to go ahead and pay for the treatments that day in order to receive the special. I was told by the check-out person that nothing was due that day and they put a note on the account, so it would indeed be honored. Fast forward to today (9/9) and I received a call questioning what type of whitening treatments I intended to get at my 9/16 appt. I explained what I was told, but upon speaking with Dr. Stump and returning to the line, Judy apologized and told me they have no idea who made the decision to honor the special (supposedly it was one from back in June—which was never shared with me in office that day) and that Dr.Stump refused to honor such. While I could still keep the appointment for in-house whitening, that alone would cost me $550 and there would be an additional cost for trays for future use. (The hygienist on 8/27 informed me trays are $400 and in-house was $500…) I’m extremely frustrated by the lack of communication and accountability being accepted for this situation. As a patient who was willing to pay cash in advance in order to secure the special I was told they would honor (supposedly putting a note on the account indicating such) and as someone who has worked in customer service before, they should have absolutely still honored the $550 special I was offered and taken the matter up internally with staff — the hygienist who told me about it, the check-out person that day (this would have been sometime between 12:30-1:00 PM on 8/27) the office manager who was supposedly consulted, etc. While I do understand that mistakes can be made, what I experienced today was poor customer service when in all reality it sounds as if there was a communication issue amongst their staff.

Mallory Miracle

10 months ago

Everyone at Downtown Dental is fabulous from the first person who greets you when you come in to the last person you see when you check out. Everyone is friendly and efficient. My hygienist never makes so much conversation that I feel like I have to talk when her hands are in my mouth but doesn’t give the silent treatment either (that may not seem like a big deal to some, but much appreciated by me!) I’m glad to have found this office after moving to the area!