ComplaintsforNew England Dental Group

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/5 I had oral surgery at NEDG at *************. Surgery was originally scheduled for ******** and on two separate occasions I asked NEDG to submit the pre-determination information so I could get an accurate cost estimate. They neglected to do so, but called me on 4/4 to say they didn't know what the surgery would cost. Prior to the surgery, I made sure they took all necessary photos and x-rays, and the dental assistant showed me the form they would submit with the claim as justification for surgery. After the surgery, I told the office manager, *********************, that my insurance needed more information, She said she would charge me $1200, but when I swiped my credit card she charged me $6495. I immediately protested, but she told me I mis-heard. I followed up with billing a couple of days later when I found a text from a former employee saying NEDG would honor Delta Dental's in-network rate. Instead of billing calling me back, ****** called and yelled at me (I have a witness to this conversation). They refused any refund. On 4/23 I spoke with Delta Dental - they told me under their contract, NEDG wasn't allowed to charge ANYTHING until the claim was processed, and the *** they could charge was the allowed amount ($4050.10). The Delta Dental rep called NEDG and told them the terms. I finally reached billing and requested that a minimum of $4050.10 be refunded while we awaited claim processing. They refused to refund any amount. I checked back with Delta Dental a couple of weeks later and learned that **** didn't send the necessary claim justification documentation until 5/23, almost 7 weeks after surgery. Today, I learned from DD that I owe only $803.40. I'm requesting a refund in the amount of $5591.40, plus interest of 4%/month (the amount I could get from a savings account) for the amount fraudulently held by NEDG for more than 2 months, which totals $500.86 in lost interest.

  Business response

  06/20/2024

  Good Morning Today is June 20, 2024 and this is a formal response to Case ID #******** for Boston Patient *****************************.  ********* Came into our New England ************* located on 1 Milk Street for a Soft Tissue Allograft Surgery.   Upon completion of the service the patient paid the Usual and Customary Fee for the Surgery of $6,495.00  and a claim was submitted to her insurance company Delta Dental of ******************************** follows a Premier Fee Schedule she is considered in network and has Negotiated Rates.  Those rates totaled $2,444.90 her insurance considered the claim at the negotiated rates and made a payment $1,641.50 towards the claim leaving the patient a balance of  $803.40.  Once the claim was finalized a refund check of $5,748.20 was mailed back to the patient.  A portion of this check was split into $5,691.60 for the surgery on 4/5/2024 as well as a refund of $56.60 for a refund due to ********* for a 3/25/24 for 2 Filings received at the Back Bay office.   

  Customer response

  06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Under the terms of NEDG's contract with Delta Dental, they are not allowed to charge the "Usual and Customary Fee for the Surgery of $6,495.00," they are only allowed to charge the "allowed amount" of $2444.90, so they knowingly and fraudulently overcharged me by $4050.10. They then took more than a month to submit the supporting documentation for the claim. They held the fraudulent overcharge amount for 2 months and 17 days, despite multiple communications from me and from Delta Dental. I respectfully request that they pay interest of 22% (the current average credit card interest rate) on the amount that they fraudulently overcharged.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received fillings from this business in June of 2022. I went back multiple times to have them adjust and examine the fillings because they were painfu. They remained painful after going in up until one fell out after 1 year and 4 months after having it done. During this time I could not chew or eat anything harder than a banana at all with that side of my mouth. I contacted the office for an emergency October 2023 after my first filling fell out. When I spoke someone for an emergency request, they never followed up with me. Two days later I had my filling redone elsewhere. The woman from the ************* location informed me fillings lasted up to two years. I no longer live local to the office or near a partnering office to have the work redone. The Southbourough dentist never reached out to my new dentist for information or followed up with me on anything besides the bill I saw in my email for the first time January 2024. They claimed they have been emailing me this statement in said email. I have no records of this. March, and ********* also received statements, but no adjustments for the work I had re done. February, a second filling fell out. I spoke with someone who informed me they will not be adjusting my bill for work that was re done. They do not email me a statement consistently, but they surly text me about my outstanding bill.

  Business response

  05/15/2024

  Patient is looking to have her account balance adjusted $205.00  as she moved and the filling had to be redone. We emailed below response to the patient today:
  
  Hi *********,
  
  Thank you for bringing your issue and concern to our attention. 
  
  We apologize for not reaching you sooner and apologize for any inconvenience  or discomfort you may have experienced.
  
  We strive to provide each of our patients with quality dental care.
  
  We will adjust  the $215.00 balance on your account. 
  
  We appreciate your patience in this matter.
  
  Please feel free to contact us if you have any further questions or concerns.
  
  Sincerely,
  
  ********

  Customer response

  05/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I made numerous attempts to resolve my concerns of pain, discomfort, and issues I felt in my teeth prior to moving. One event was not documented, as I did not have an appointment, and could not tolerate the pain. The other two in person appearances I called ahead to be seen. Any other attempt to reach this company after my filling came out my calls were never returned, or not returned until over a week after I reached out. In one instance I had already spoken to someone about my call that was never returned in regards to my filling freely falling out. I never felt that anyone was interested in speaking with me when I called back nor did I hear from someone in some instances. They only insisted I pay regardless of the situation. No solutions of any kind or alternatives were ever proposed after I repeatedly reaching out to them. 
  After finally filling my complaint with BBB I received more attempts by text to collect on my bill than I have received collectively after having work the done. Yesterday I suddenly felt harassed in their attempts to contact me via phone, email, and text msg all same day within hours. I was also informed they spoke with my current dentists office about the work redone. I am unsure why they felt they so strongly the need to speak with me. My bill has not been adjusted for the cost of the work done per email, nor am I comfortable at this point speaking with anyone from the company without a third party involved. The information in the reply is confusing. They adjusted $10 off of the total of a $215 bill for two filings I paid the costs to have redone while living in discomfort? They seemed uninterested, and insincere about communicating or being fair or doing the right thing/getting involved until I reached out to the BBB. 
  Lastly, my bill has not been adjusted in the form of a statement or bill that I have received. It cost me money for new services, time to find a dentist  available to help me, time off of work to have my issue addressed, cost to commute for my new appointments, more time, commute costs and money to buy wax to cover the large opening in my teeth. I had to live through this traumatizing experience in pain, without anyone from the company returning my calls in a timely manner or concern about the fillings I had complaints about up until moving. Never a follow up unless it was in attempt to collect money. Therefore I am not satisfied with the attempt to resolve the issue of my bill not being adjusted or adjusted by $10. Its still unclear what they are proposing for a bill I was actively making payments on until needing work redone I paid for. 

  
  Regards,

  *********

   

   

  Business response

  06/27/2024

  In response to complaint: The original complaint asked for an adjustment on the account.

  We attempted to reach the patient to inform them of the adjustment on their account of $215.00 via three calls, a text and an email. 

  The account was adjusted on May 15th 2024 in the amount of $215.00. There is no balance due on the account as of that date.

  At this time this has been resolved.

   

   

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 2020, My veneers of 30 years finally broke. New England Dental Group installed new front veneers. I wrote a letter complaining right away. The left tooth was longer and thicker than the right veneer and of lesser quality. The right veneer had a dent in it. Exactly one year later, March 2021, the left veneer broke. In May 2023, the left veneer broke again. It was a very expensive, painful procedure that took months to heal each time they had to fix it. It cost approximately $2700.00. Before I got veneers installed at New England Dental Group, I could eat ribs, apples, and corn on the ****, now I have to cut my food in little pieces.

  Customer response

  01/24/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/13/2023, I had a dental cleaning at NE Dental Group at their ******** office in ****** under the assumption that my dental insurance would apply as with previous visits. Notedly, I only attended NE Dental under the knowledge that they were "in network" for my dental insurance. This was my second appointment following the change in ownership for this dental practice. I had been notified by email of the change and that there would be little to no changes (see email attached). My bill from my previous dental cleaning on 1/31/2023 (shown in yellow on the invoice attached) was $76.69, which amounted to 20% of the total amount, and 80% was covered by my dental insurance (Delta Dental Total PPO). The amount of this payment was similar to previous payments before the practice changed ownership. As with my previous visit of 1/31.2023, after my visit on 4/13/2023 NE Dental told me that they were going to submit my visit to my insurance for payment (80%) and then they would bill me for my part (20%). I was shocked to receive an invoice for $335.13.What had happened is that NE Dental, decided in the process of submitting my invoice for insurance coverage, and without notifying me beforehand, to change their insurance agreement and become an "out-of-network" provider in terms of my Delta Delta PPO insurance. After submitting the paperwork for payment to my insurance and being paid the corresponding 80% or $161.87, according to their "in-network" agreement charges ($251.19), which would have left $89.32 (or 20%) for me to pay, NE Dental instead added dentist and hygienist fees for a total of $335.13 justifying this increase to a decision to change their agreement to "out-of-network". This happened in the process of submitting the claim to my insurance and before ever notifying me of the change.I would have never gone through with an appointment if I had been told that they were no longer "in-network". NE Dental should charge as agreed "in-network" or $89.13.

  Business response

  08/25/2023

  Dear ******, thank you for bringing this matter to our attention. NEDG is very committed to achieve the highest level of care for its patients. Our apologies for any inconvenience or frustration this situation may have caused. Although, our team is trained and committed to have a clear communication with patients regarding their treatment and costs, sometimes things do get lost in translation. According to our notes, our team had communicated to you that under the new ownership, the office was no longer in Network with your insurance. However, if there was a miscommunication between you and our front team, we extend our sincere apologies to you. As a curtesy for the inconvenience this has caused you, we will be adjusting your account for the difference between in and out of network fee. We will send you a new statement with the updated balance. We hope that this meets your desired outcome and hope to treat you in the future. We wish you a wonderful day! 

  Customer response

  08/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩