ComplaintsforGentle Dental of New England

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my fillings done at gentle dental, when I finished my service, I only had to pay around $400. For some reason I received another bill when the former manager (*****) told me the price should be around $400. I paid the remaining. A month after, my filling fall out, I had to reach out to them again. The current manager (******) told me everything will be FREE. A few weeks after I still received a bill of $235.04. I called ****** and he said he will took care of it; but I continue to receive dental bill that is not my responsibility. Dental dental is a fraud company and trying to trick consumers money.

  

  Business response

  08/19/2024

  Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. On 6/3/23 you had a filling done. You paid $82.47 and $60.61 totaling $143.08. When the filling had to be done there was no charge for that. You are receiving a bill for treatment rendered on 12/16/23. Per you ins company you maxed out leaving you with a copay of $209.54. Treatment rendered on 2/16/24 you have a $25.50 copay. $209.54 and $25.50 is $235.04. This is why you are receiving a bill for those dates of service.

  Thank you.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,,Here is my complaint:1. I changed insurance Cos earlier this year as my Cobra had run out and needed to find new dental insurance. I called my *************** 065-Compresive Dental Associates of **************************************************************************** and asked the person if they accepted my planned new insurance. She came back after a few minutes and said yes they do. so I set a cleaning app.However, when I showed for my appointment, the lady at the front desk said no and my cleaning for that day would be out of network. After some discussion I agreed to pay an $85 fee for a cleaning that should have been free with my insurance, which I agreed to and was okay with.I had my time with the hygienist and she completed her paperwork and brought it to the front desk where the lady reviewed it and asked me how I planned to pay them the 85$. I said **** and it processed. I also signed a form to send records to a new dentist.End of story, I thought:Six weeks went by and i received a bill for $326.20. They did not ask me if I wanted additional procedures beyond the dental cleaning or notice any additional procedures while there. She did not mention additional work to the check out person. I was and am really surprised and upset with the additional charges and think its unfair to the customer. Why, if they does , do additional work and not tell me about and not mention it at check out?Also, why initially did they (065-Compresive Dental Associates of ****************************************************************************) tell me they were in network with my perspective insurance Co.I sent a letter and called the manager and shes not available. I did get one voice msg but when i tried to call her back she was never available.Thank you,********************* ************ *****************

  

  Business response

  08/29/2024

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration with the office giving the different information that you received. This feedback helps us to educate and re-train the staff. We will be giving you a professional courtesy of $326.20.

  Thank you.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bill in the mail from the dentist. Upon exploring with my insurance company, I was told that the claim was never filed with them. I followed up with the dentist office who told me that policy was they bill medical first and then dental. I provided this information and asked them to rebill the insurance. I called back 2 days later to follow up and was told by the dental office that my insurance company lied and that a bill was submitted but the dentist is now out of network. I asked for a copy of the notice I was provided that they were not out of network resulting in me being self pay, because I know I didnt sign one. I was told that it was not their responsibility to know if they took my insurance, it was mine. I was told that upon running eligibility I would have shown eligible for that appointment which is why they saw me. Staff refused to do anything about the bill, they were extremely short/rude/disrespectful on the phone. I find it extremely out of line to expect someone who is not an insurance representative to know this information off the top of their head without ever being informed.

  

  Business response

  08/26/2024

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration with the office with all the different information that you had been given. This feedback will help us to educate and re-train the staff. We will be giving you a professional courtesy of $87.00. This should be refunded to you within 10 days. 

  Thank you

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi BBB! I reached out to Gentle Dental Wakefield for 20 times - I called them and ask for the manager *** (they keep me putting on hold for 30-45mins everytime i am calling them. So oneday i decided to just go in the clinic and talked to him in person, He was kinda rude at first because he said i am already punch out and my computer is already turned off. I asked and explained to him that i received an invoice. All of my appointments before i made or book one i am making sure that it is in network. So when i called Gentle dental wakefield i asked them if they are accepting delta dental for insurance. They said "yes we do" then i asked them i want to make it sure first then i asked them do i need to pay for anything and then they said "No your allset to book appointment". I told them ok i will call my insurance first which is delta dental and find out if its covered and i'm good to makw appointment. So i called delta dental and they said you are covered your allset to book appointment with them. Then i called Gentle dental wakefield and ask them again they said i'm covered so they book me appointment on March 23, 2024 and came for the first visit to clean and check my teeth and thats it , So after a month i received an invoice of $449. Until now i am reaching out to them but they didnt reach out to me. *** said he will get back to me and he did not until now. I called again twice today 07/15/2024 but they just put me on hold.I am hoping that someone can help me on this. I will truly appreciate it. Thank you.

  

  Business response

  07/26/2024

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration and your feedback is important to us. We do take your insurance Delta Dental but your benefits are based on a fee schedule. When you reached out to ***** they stated that you are covered but never stated that your benefits are based on a fee schedule. That is why you are receiving a bill for the difference. I have tried to reach out to the patient and left a message for a return call. I have not received a call back. I wanted to go over with the patient an option regarding her balance. If she could reach out at ************ and ask for ***** so we could talk about settling this.

  Thank you.

  Customer response

  07/29/2024

  Hi BBB,

  As i am out of the country she/he cannot reach my phone line. She can message me on my email address and i already provided that on the patient form when i first visit gentle dental. 

  I tried calling the billing department of gentle dental and they keep putting me for 45mins on hold.

  When i come back next week i will call the number they provided here and look for *****. If i can't reach them i will message BBB to follow up.

   

  Thank you so much.

  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,
  
  Apple *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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 off

  

  Business 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

  More info

  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

  More info

  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

  More info

  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 attached

   

   

  

  Business 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.

   

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