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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I reached out to Gentle Dental Belmont (managed by Gentle Dental Somerville) in 2023 as they were listed as a covered provider by my insurance. I scheduled an appointment at their office and provided them my insurance. I was seen by their office and 6 months later received an invoice in the mail for a cleaning. While their office was covered by my insurance (which they had), they booked me with a provider not covered by my insurance. I worked with their billing team to agree to pay the amount my insurance did cover (roughly half - $255) to right the debt at that time. Now 6 months after that I received an invoice again in the mail for the remaining amount. I've left 2 voicemails with their team and have not yet received a response to find out why so much time later I'm now being billed again after agreeing to a resolution prior.
Business response
07/01/2024
Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. We have given you a courtesy for the balance on the account. This leaves you with a zero balance.
Thank you.
Customer response
07/01/2024
[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,
*****************************Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have not been a patient at this practice since they were bought out. Their care and compassion went right out the door when they were bought by corporate. They used to be my favorite dentist. I had left over a year ago when things started to go downhill. Meanwhile over a year later I am receiving bills that I owe them hundreds of dollars with no explanation. (Which I do not) I always pay my bills on time and in full. I have called more than 15 times and have left messages with no answer what so ever. I have even stoped in to get an explanation. All Ive been told is it will be handled. (Which it has not) This is unacceptable and I am tired of being harassed with these scam bills.Business response
06/28/2024
Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration calling and leaving messages and receiving bills with no return calls. We have given you a courtesy on your account leaving you with a zero balance.Customer response
06/28/2024
[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,
***********************Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Approximately 2 years ago I brought my son to gentle dental in ********** for a regular cleaning, I provided my insurance information to the dentist and they took a copy of my insurance card. Over a year after this visit I received a bill for almost $300 I contacted the office manager and she told me she could see the insurance on file but the claim had never been submitted. She told me she needed about 30 days and then it would be taken care of. I never heard anything more until a couple months ago when I received the same bill again. In the past month I have called gentle dental every Friday to resolve this issue...again. I have only been able to speak to the office manager once, she said she would look into it and fix it. I never heard back and have not been able to speak with her since, the past three times I called she was either "on leave" or at another location. It is fraud and unethical to not bill a patients insurance for services provided and then send the patient the full bill. Insurance needs to be billed or the claim needs to be written offBusiness response
06/06/2024
Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us. This helps us to train and re-educate the staff. A professional courtesy has been given and you have a zero balance on your account.
Thank you.
Customer response
06/06/2024
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 # ********.
I received a voicemail from a woman named ***** at 4:30pm (30 minutes before the office closed) on a Friday 5/31/24 stating to call her back and she would be available again on Monday 6/3/24 10-5. These are also the hours I work so I scheduled time to call her on Tuesday 6/4/24. When I called it went directly to her voicemail, I left a message with my name, phone number, and a short message about why I was calling, I still have not heard back from her regarding this bill and resolving it by simply submitting the claim to my insurance that they have on file. I also have never heard back from the office manager at gentle dental on *********************, ** where this bill is originating from. All I am asking is for the bill for my son's visit (*************************) to be submitted to his insurance that is on file with the gentle dental in **********, **. I cannot pay $300 out of pocket for this visit....
FAQ
Regards,*****
Business response
06/12/2024
Thank you for letting us respond to our patient. The Office Manager was suppose to reach out to you to let you know that we have given **** a professional courtesy leaving him with a zero balance on the account. We did respond to you from your original complaint regarding this with the answer of a professional courtesy was given and no balance remains on the account. I am not sure why you have sent in a rejection for this complaint.
Thank you.
Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Started receiving bills about 2-3 weeks ago. Haven't been to this office in over 8 years. Tried calling the office multiple times to dispute this billing however no one answers phone. My wife and I have left many voicemails, and have NEVER received a call back.Business response
05/28/2024
Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us, Per your two insurance companies they stated that you had a balance from time limits and maxing out in 2017. Since the bills had not been sent in a timely manner we will courtesy the balance of $239.73. This leaves you with a zero balance.
Thank you
Initial Complaint
05/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to Gentle Dental on November 18, 2023 for 5 fillings. At the time, Gentle Dental provided me an estimate of $239.93. I paid $239.93 at the time of service. About a month ago, Gentle Dental sent me a bill for $802.32, a staggering price which I had no reason to expect. It seems to me that the initial estimate was in bad faith.Business response
05/20/2024
Thank you for the opportunity to address our patient. We take all of our concerns very seriously. We are given information from your insurance company on your benefits and that is how we figure your co-payment. We had been given a percentage and then paid as a different amount leaving you with a balance. The office had reached out to the patient and has requested that the patient go in the office and speak with ******* the Practice manager.
Thanks
Initial Complaint
04/26/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I received a written estimate from this ********** location of Gentle Dental on 2-14-24 for (3) fillings. The estimate said the total cost would $1447. I was advised my portion would be $261 after they applied my estimated insurance coverage of $392 and a write-off adjustment of $794. I subsequently received a phone call advising me the estimated insurance payment would be lower so I would now be responsible for $433. I paid that amount via credit card on 3-4-24; the day of the procedure. I subsequently received an invoice dated 4-2-24 now indicating I owed them an additional $1111.00. That invoice included a new $209 charge for a complete evaluation dated 2-19-24 as well as an additional charge of $902 for the 3-4-24 fillings. My insurance company paid $122 for the 3-14-24 service but Gentle Dental completely removed the $794 write-off adjustment which was factored into the estimate I received in writing and verbally. I called the office and spoke with two different customer reps. who said they had new software and the write-off adjustment was removed in error. I asked if the adjustment that was removed in error totaled $794 and they said "yes, it appears to total that". They said they would place a "ticket' with the ************** to investigate why the write-off adjustment was removed. The office manager said "there is no way you owe $1111.00" I received a phone call back from this location three days later telling me that the amount owed was correct and I need to pay it. They keep saying my insurance paid what they could (which they did) but they are completely disregarding the $794 write-off adjustment they initially included to reduce the overall cost. I would not have had the procedures done for (3) "tiny" cavities had I know it was going to cost more than what they said it was going to. I have attached a synopsis and supporting documentation. I feel completely duped. I need them to honor the $794 write-off adjustment they included!Business response
05/02/2024
Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us. We have a signed treatment plan and a financial agreement by you. It states that this is an estimate only of payment and out of pocket balance you might have. You have maxed out for this year benefits. Once the claim is filed it becomes your insurance companies decision of the final outcome of what you owe.
The patient was offered two different affordable financing options Sunbit and Care Credit .
Thank you.
Customer response
06/05/2024
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.
See attachedBusiness response
06/11/2024
Thank you for letting us respond to our patient. A professional courtesy has been given leaving the patient with a zero balance on the account.
Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was provided estimate for treatment. At the time of treatment both Gentle Dental and I are aware that insurance does not cover the charges for treatment. With that information, Gentle Dental quoted 515/- for that particular service. After almost a month, Gentle Dental sent me billing statement with the cost of service higher than what they quoted me at the beginning. There argument that insurance does not cover service so we are going to charge you higher charges does not hold good as it was known from beginning that there is not going to be any insurance coverage. Instead Gentle Dental tried to ask higher amount from insurance company for which they knew that insurance does not cover that. I have multiple similar instances with Gental Dental ***********, ** and it looks like they have questionable billing practices. Every time they blame it to either their billing system or insurance instead of adhering to such practices. There only argument is the word "Estimate". They can not hide their questionable billing practices by just telling patient that they provide just estimates. Does that give them right to charge anything at their whim?Business response
04/26/2024
Thank you , for letting us respond to our patient. We take all of our concerns seriously and you feedback is important to us
The practice quoted the patient $515.00 based on the contract allowance from your *****************. The $732.00 is the usual customary fee if your insurance does not cover. This is only an estimate & not a guarantee of payment. You can see by your explanation of benefits that your ***************** state you are responsible for $732.00 for the Bone Graft .
Once the insurance claim is filed , it becomes your insurance companies decision of the final out come.
Best Regards!
Business response
04/26/2024
Thank you , for letting us respond to our patient. We take all of our concerns seriously and you feedback is important to us
The practice quoted the patient $515.00 based on the contract allowance from your *****************. The $732.00 is the usual customary fee if your insurance does not cover. This is only an estimate & not a guarantee of payment. You can see by your explanation of benefits that your ***************** state you are responsible for $732.00 for the Bone Graft .
Once the insurance claim is filed , it becomes your insurance companies decision of the final out come.
Best Regards!
Business response
04/26/2024
Thank you , for letting us respond to our patient. We take all of our concerns seriously and you feedback is important to us
The practice quoted the patient $515.00 based on the contract allowance from your *****************. The $732.00 is the usual customary fee if your insurance does not cover. This is only an estimate & not a guarantee of payment. You can see by your explanation of benefits that your ***************** state you are responsible for $732.00 for the Bone Graft .
Once the insurance claim is filed , it becomes your insurance companies decision of the final out come.
Best Regards!
Business response
04/26/2024
Thank you , for letting us respond to our patient. We take all of our concerns seriously and you feedback is important to us
The practice quoted the patient $515.00 based on the contract allowance from your *****************. The $732.00 is the usual customary fee if your insurance does not cover. This is only an estimate & not a guarantee of payment. You can see by your explanation of benefits that your ***************** state you are responsible for $732.00 for the Bone Graft .
Once the insurance claim is filed , it becomes your insurance companies decision of the final out come.
Best Regards!
Initial Complaint
02/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The original estimated cost to me for dental work to be done is $3,664, from a total cost of $7913.00.After part of the work had been done the total cost was shown as $7429.00. After insurance payments and my downpayment of $1,499.50, the balance left for me to pay became $4262.00. That amount is $1988.00 over the original estimate. OF WHAT GOOD WAS AN ESTIMATED COST?My letter to Gentle of January 15, ****, which is included, explains more clearly. List of Documents Included 8/28/2023 Treatment Plan for ***************** 9/12/2023 Payment Plan Agreement 11/15/2023 Statement of Account 12/27/2023 Letter to Gentle Dental from ***************** 12/26/2023 Update on Dispute from ********************** 01/15/**** Letter to ********************** from *****************Business response
02/09/2024
Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feedback is important to us. We have refunded you $1623 back to your credit card as requested.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to Gental dental for teeth work started work back in 2019 billed insurance company for work that was not done grinded my front tooth down and refuses to fix Gental dental advise me to get visaline to straighten out 4 teeth and never completed still missing teeth guards and refuse to complete work mouth looks horrible and I need your help on getting it complete spoke to a women ***** from head quarters just keep getting the run around Gental dental has said many times that they have credit my insurance back till this day it has not done what they say there gonna do so Im in need of help due to all the money that has been paid from my dental insurance and out of pocket expenses thanksBusiness response
02/09/2024
Thank you for giving us the opportunity to address our patient concerns. Your feedback is important to us. The patient has been non compliant with his treatment. He started comprehensive treatment but did not return and these are not a one visit service. Perhaps the patient has the perception of not receiving prompt responses but due to the obligation we have to protect our Doctors and staff against threating and abusive behavior from our patient. We don't have any discussion of a credit or refunds but we did a courtesy adjustment for the balance on his account.Customer response
02/11/2024
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
Regards,****
Well they are lieing bout what ever ever there saying Ive been coming to my appointment and also making payments I was advised that the doctor I started treatment with DIED of breast cancer then they sent me to ************ to pick up few trays once those trays was picked up and used reached back out to them they had me come back to take exrays of my teeth again lied and said everything is going well ur trays will be here when get here we will call for pick call for months about trays with no luck finally I got a hold is ******* she constantly telling my trays are in next time she comes to the **************** she will call all that bout threatening the office is a total lie I did leave 2 messages but were not threatening so they need to either may all funds back that I paid or finish the job they have build my insurance for multiple service that was not completed with my insurance is now looking into even build 712 for cap on tooth 9 on November 22 2019 till this day no cap they need to finish the or pay back what was paid point blank
Business response
02/16/2024
Thank you for giving us the opportunity to address the concerns. It is in the best interest of resolving the refund to your insurance company for tooth #9. We will refund both insurance companies. Guardian $706.00 and Humana $682.90. A general release will need to be signed by you and then the monies can be refunded. As for ortho treatment it was stated the balance we did a courtesy adjustment of $2300.00. ****, to inform you that the office did communicate with the police station. The reference number is ********. If you have any other questions you can contact them directly. So for the safety of the staff and Dentist's we would like to provide that your Dentist that you previously mentioned has not passed away.Customer response
02/20/2024
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
Regards,****
Initial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint for ********* Gentle Dental office at ******************************************************************. Fraudulent charges. Did not honor tx plan. Different people working there every time I go in to the office. Nobody can help me or resolve my issue. Insrtead they laugh at my face and are super rude and unhelpful. There are standards and rules for healthcare facilities that they need to follow. Patients deserve to know what their treatment will actually cost! Office manager is a *****. She was the worst, I can't believe someone like her is in charge of this place. This place has no honor, no shame. They will completely ignore the quote they give you and then surprise you with a different more expensive quote the day of your appointment. These business practices should not be legal.Business response
01/26/2024
Thank you for the opportunity to address our patient. We take all of our concerns very seriously. I understand your frustration and your feedback is important to us and this will help us to re-educate and train the staff. We are given information from your insurance *** on your benefits and that is how we figure your co-payment. We had been given a percentage and then paid as a different percentage which left you with a balance. We will be given you a courtesy adjustment of $58.32 leaving you with a zero balance on your account.
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