ComplaintsforGentle Dental of New England

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recieved a bill in the mail from gental dental in **************************************. that was sent to a old address which I do not live there anymore, the **** isnt even in my name it is in my husbands name . I got into their payment portal to set up a payment plan for bill but it wouldnt allow me . The bill is a huge bill which did they send the claim to the insurance ? There is no way I can pay the bill all at once , I am in financial hardship and can only pay a little bit at a time , if they deny me that , that's just wrong. They told me a year ago my insurance was going to cover my procedures I paid them alot of money, I do not know where that money went to, I almost feel like stuff was not billed out properly. I felt from the very beginning they were overcharging me and I spoke to my insurance a year ago and I still had benefits left over and the insurance gentleman said i should be covered now out of the blue I'm getting a bill for ******** , that's crazy, and it seems very convenient I'm getting this bill when I asked for a record release a couple weeks ago , they informed me nothing about a bill or my insurance . Something seems very wrong and very off , I feel like they need to take a second look at my account or somehow fix this! Also seems like I'm getting charged for not paying the whole amount right away , theres no way i can pay that much right up front , I'm in financial hardship .

  

  Business response

  07/21/2023

  Thank you for the opportunity to respond to our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. The practice manager has reached out to the patient. In going over the account an adjustment has been given to the patient and has agreed with the decision. The remaining balance the patient will be making a payment each month.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/15/23 I had a planned root canal in a recently crowned tooth by ********** at the ********* office of Gentle Dental. I was told this would be a straight forward procedure. What was supposed to be a 1.5 hour appointment lasted over 3 hours. Throughout the process ********** was in and out of my room while visiting other patients causing consistent and excessive delays! Poor and unacceptable scheduling practices. Unorganized, rough, rude, inconsiderate and incompetent are a few words to best describe this awful ordeal. ********** performed the root canal eventually but in the process broke the crown! She tried to fix the crown only to realize she didnt have the correct cement to fasten my crown! She gave me what was left of the now broken crown and told me to go to my primary dentist asap to get this repaired or replaced. Also during this visit she took about 6 X-rays and became visibly frustrated at her inability to capture the right images. Excessive exposure there. ********** was raising her voice throughout procedure to Hygienist who was lacked compassion. At one point I actually heard dental tools dropping on the floor behind me. Procedure room was not prepared from the onset. My jaw was sore for 2 days after procedure as a result of manipulation and having my mouth cranked open for 3+ hours. Upon leaving the miserable receptionist demanded payment. I paid the $415 and thought leaving this office what exactly did I pay for? A disastrous afternoon and worst dental experience ever! I reached out to my main dentist when leaving, shared my story and saw her next day to rescan for new crown and put in temporary filling. I contacted Gentle Dental corporate and shared my story with ************************* of patients complaints. She reached out to management to review case. Their response was that they would not do anything as some days do not go as planned. No apology or accountability. I should at very least be credited for charges incurred by them for this horrific ordeal.

  Customer response

  06/14/2023

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

  

  Business response

  06/16/2023

  Thank you for the opportunity to address our patient. ************** presented at Gentle Dental of Braintree on May 15thfor root canal treatment of a molar tooth.(She was referred by our general dentist from Abington Family Dental Care). ********** evaluated ****************** condition and confirmed that the root canal treatment is indicated/necessary for the tooth. ********** explained the risks and benefits of the procedure and discussed the alternative treatment option of an extraction. ************** stated that she wanted to save the tooth and gave both verbal and written consent for the root canal therapy. ********** performed the treatment and the procedure was completed without complications. The outcome of the root canal for this case is favorable with high likelihood of long term success. During the treatment process, several radiographs had to be taken to confirm the details of the progress of the treatment but this is a standard practice for root canal procedure and the need for selective x-rays was also clearly discussed with the patient at the beginning of the visit. Towards the end of the visit, the prosthetic crown, this possibility was fully discussed with the patient before the treatment was initiated ,both verbally and in written consent form that the patient signed. After completion of the root canal therapy, the patient was informed about the de-cemented crown and was instructed to see her general dentist as soon as possible to get a new crown placed on her tooth. Our general dentist in Abington saw the patient the following day and made a brand new crown for the tooth at no additional charge. ********** also spoke with the patient's general dentist to ensure that ****************** tooth will be properly restored. At the time of the check out following the root canal procedure on May 15th, ************** did not express any concerns regarding the visit to the office manager or the staff at Gentle Dental of Braintree. We learned about her complaints through Abington Family Dental Care; then ************** shared her experience through the corporate office patient relations line. ********** tried to reach out to ************** and left her a voicemail on June 5th to call her to discuss her concerns. We did not hear back. ********** does not recall a negative atmosphere associated with the visit. ********** did apologize for the delay in the schedule that occurred on May 15th when she entered the treatment room to meet **************. ************** was informed about the delay and was offered the option to reschedule the appointment or have the root canal completed in two visits. ************** chose to stay and have treatment started and completed in full that day, understanding the time delay in the schedule. Patient request for a refund was denied. The patient is not entitled to a refund.

  Customer response

  06/22/2023

  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. 

  I am not satisfied with the response from **********/Gentle Dental for the following reasons:
  
  1.  My appointment was to get a root canal on a recently crowned tooth which again was explained to me by ********** to be a straightforward procedure that would take 1.5 hours.  Just to clarify there was no talk of extraction to this recently crowned tooth.  The potential extraction language was regarding the tooth next to the recently crowned one.  
  2.  I never received a call or apology from ***********  
  3. If ********** considers this appointment standard, then why was I there for 3 hours, double what I was told initially.  I should have been told that overbooking is a norm for them and that I can expect to be there for 3+ hours.    
  4. Yes, she offered me to come back to complete the procedure after I was there over 2 hours. The entire experience that day was awful so the thought of coming back for round 2 was not an option, especially with *** ************************* No explanation in ************** response regarding ********** being clearly frustrated and flustered.  Again, I heard instruments dropping behind me during the procedure, she raised her voice several times to the Hygienist and no explanation offered during excessive x-rays. She also raised her *********** at one point as she demanded me to stop moving my tongue (which was difficult for me to control) while she was trying to get an Xray.  
  6. Towards the end of the root canal, she told me she accidentally broke the crown but could take an additional 10 minutes to cement it in.  After 20 minutes, I was handed what was left of crown and told she did not have correct cement to secure it?  Does a ********* show up to a job without his/her tools?  She told me to see my main dentist asap to fix this crown.  
  7.Receptionist was rude upon check out. I called my main dentist at Abington Family Dental upon leaving Gentle Dental and they were incredibly apologetic and horrified to hear the ordeal I just encountered.  I was practically in tears.  Yes, I called corporate to complain about this ordeal and there was no resolve there.  The next couple of days, my jaw was sore as a direct result of this excessive mouth manipulation for the extended amount of time from *********** 
  
  What happened to customer service? Everything about my experience with ********** and Gentle Dental was terrible. There have been zero apologies and zero accountability from ***********  This was a traumatizing event that ********** is clearly at peace with overlooking.  Maybe ********** was having a bad day which certainly happens to us all.  However, my horrendous experience was real!  A credit should be provided from **********/Gentle Dental, given this unacceptable and horrifying dental experience. 
  
  Thank you, 
  *************************** 

  

  Business response

  07/04/2023

  Hi,
  Please attach these answers to ****************** questions.
  
  Thank you.
  *****

  Customer response

  07/05/2023

  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,

  ********

  Good morning. I arrived at gentle dental on may 15th at 10:45 am for what I was told was a standard root canal that would take approximately 1.5 hours. I was asked to arrive 15 minutes early which I did. I did not leave that day until after 2pm. The process was awful. ********** has tried unsuccessfully to justify this ordeal and I am still unsettled and traumatized  by this horrendous ordeal. I have been a long time patient of Abington family dental which I understand that ********** is also affiliated with and if I were a dentist and had a loyal patient complain to this extent I would do whatever was in my power to make it right. What I agreed to and signed is not what occurred that day. I feel strongly that a credit should be issued on my behalf again to right this wrong!  During this appointment on May 15th, ********** raised her voice multiple times to the hygienist, tools were dropped, her frustration was vividly clear and I never received a voice mail message from **********.  Thank you  

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/13/2022 my son (*********************** Acct ********* went to Gentle Dental and received services. I was told that I would have to pay $1000.00 down payment and $100 a month for the remainder of the cost with would be ******* before insurance. After receiving the ledger from Gentle Dental of the charges and what insurance would cover and our out of pocket cost would be I questioned why the amounts where off and the Office Manger *********************** told me that that is the way it had to be done because insurance wouldn't pay for the other procedure if they send in the billing differently. I didn't understand, but I am also ignorant when it comes to how dental billing etc works. I let ***** know that my son was planning on moving back home in November and told her that we would not be getting the permanent implant there due to him coming back home to another State so I needed to get refunded for the services that where never rendered. Gentle Dental has been paid $3087.00 between my insurance company and myself personally. The agreed (In-Network) amount should have only been $2259.00 ($62.00 nitrous, $250.00 Surg ******** $191.00 bone graft and $1756.00 Endosteal Impl). She once again insisted that we couldn't do that or he wouldn't be able to get the other procedure done anywhere. Moving fwd to April 2023 I called my insurance company to find out since I paid out of pocket for the permanent implant will they cover the implant now since we found someone. They informed me that it was 2 different procedures and Gentle Dental should and has to return my money" After 3 weeks and 1 response I was then told to contact the another office. I did and getting the same outcome

  

  Business response

  05/25/2023

  Thank you for the opportunity to address our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. The implant that your son has is permanent. The office will be sending you x-rays to show that he has an implant. After the extraction and implant a temporary abutment crown for the implant was placed during the healing period. This was paid by you. The insurance companies will not pay for a temporary procedure. When impressions for a permanent abutment and crown will be taken by his new Dentist to complete the procedures, this will be able to be billed to your insurance company. No additional refund to be given.

  Customer response

  05/25/2023

  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,

  ********

  I never claimed that the implant was not done.  My complaint is that #1 we were told that the extra money that was being paid to the office was for the complete procedure.  That they were not billing it to the insurance yet because they wouldn't pay for the final crown after healing.  When he goes in to get the permanent crown the monies that were already paid would be credited to the bill and that would offset what was owed. The only reason we "HAD" to do it this way was because the insurance wouldn't allow for them to bill them twice.  ***** even went back and had to pay out of pocket for more ex-rays which made no sense.  When I realized we were running out of time and he would be leaving ** I reached out to them again and said at this point just bill the insurance because he wont be there.  He ALSO had secondary insurance the last 2 months there and could have covered any extra.  I was NEVER told that we would end up with a "TEMP pieced together" abutment and that insurance does cover it.  I reached out several times to the office and was told 3 weeks later to contact the other in which 2 weeks later I receive an answer that she "put on a ticket"  Now that the BBB in involved I an getting many responses one in which was ask to retract my complaint.  I am going to file a complaint through my insurance company as well and they are getting involved.  You cant do customers this way!  My son will be 26 in July and will be off my insurance and I cant even finish his mouth because of all this mess.  

   

  

  Business response

  06/13/2023

  Thank you for opportunity to respond to our patient. We are sorry if we had miscommunication regarding your sons treatment as to the questions you have asked . A temporary abutment was placed during the healing period. The fee was $564.00. We can refund that money back to him or the $564.00 can be applied to the permanent crown.

  Customer response

  06/27/2023

  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. 

  I would like a refund of the $564.00 returned to the card that was on file.  You are more than welcome to call me at the number I left on your Voicemail and I can verify the card, if that is not possible please send the refund check to the following address.
  
  206 ***************
  ******, ** 72015
  
  Once I receive the refund I will make the case resolved.
  
  Thank you,
  *********************************
  

  
  

  

  Business response

  06/28/2023

  Thank you for letting us respond to the patient's concern. I have spoken to ******** and told her she would be receiving a refund back of $564.00 on her account on the method of how she made her payment. This has already been processed on our end. Thank you.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited Gentle Dental for the first time in December after a recommendation from a family member. At the time of the appointment, I was told that I did not have to pay anything and that I was free to go home. A few days later, I received a bill of $50, which I paid as that was my deductible. I was told the rest would be billed to my insurance. Later on, I received a bill asking for the amount that was supposed to be paid by my insurance, billed to me. I did not understand why I was receiving the bill as I paid my deductible. I contacted Gentle Dental and was told that they had some insurance processing errors on their end, and they had sent out letters to all of their patients and would get back to me soon. I was later sent a bill with the amount before and late fees tacked on, I do not understand why I had received late fees as Gentle Dental employees had told me that it was their mistake. Later on, I received a check from my insurance, which I cashed, then I went to the Gentle Dental office after speaking with my insurance to remit the amount. There, I was told my account would be settled. However, I have received another letter in the mail asking for the ****** in late fees to be paid. I also have the correspondence of a $0 bill before receiving the late fee. I don't understand how I was sent a $0 bill, and then a late fee one after. I would like my account to be settled as I paid my regular fees and Gentle Dental had admitted to processing my claim incorrectly.

  

  Business response

  05/04/2023

  Thank you for the opportunity to address our patient. We take all of our concerns very seriously. I am sorry that you kept receiving bills and understand your frustration. We have corrected your account to reflect the information that you had been told. You will also be receiving a refund of $50.00 back to your **** card. This usually takes 2-3 business days.

  Customer response

  05/05/2023

  [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,
  
  ***************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/8/22 I brought my daughter to Gentle Dental for an orthodontist evaluation. I paid $197 for this evaluation. Gentle Dental was supposed to submit a for a quote from my insurance company but submitted a claim instead. They were paid for the claim but never provided any ************** to my daughter. They were made aware of this but have refused to return the money to the insurance company. I have called repeatedly as has the insurance company (delta dental) and the new dentist. Gentle dental no longer provides **************. I cannot get the services started with the new orthodontist that my daughter desperately needs until they return the money to the insurance company. Every time I call Im told that they are sending the money back today and I should check back in two weeks to allow time for the insurance company to process the return. They never do return the funds and this has been going on since august. I believe they are committing insurance fraud. Any help you can provide would be greatly appreciated.

  

  Business response

  04/10/2023

  Thank you for the opportunity to address our patient. We take all of our concerns very seriously. We understand your frustration and your feedback is important to us. When you requested a quote from your insurance company we sent in a pre-treatment estimate. Your insurance carrier does accept this and they paid for the claim. We called them on 2/1/23 to tell them that this is incorrect and to please void this claim so the patient can be seen by another Dental practice. They told us they would and also send us a refund letter requesting the money back,. We called them again on 3/22/23. We still have not received this request for the money to be sent back. As soon as we receive this letter we will refund them. 

• Initial Complaint

  04/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In May 2022, our family got a quote from Gentle Dental (GD) for dental treatments after we fell for their ad for a $57 X-ray and cleaning. We did not have insurance and money was tight, so it sounded good. We were quoted $242 per filling and $89 per sealant. The quotes did not indicate an expiration date, rate increases, nor that it was a good faith estimate. We informed them that we needed time to figure out how to pay. My husband went to GD in November 2022 for his initial visit and asked for all our quotes so we could do our repair work. The total was higher than before due to an added and unexplained insurance charge, though the specific repairs were priced the same. We understood that since we were not using insurance, those fees would not be charged. Care Credit (CC) was pushed as their in house financing offer, so we applied and were approved. In January 2023, our daughter and son got their fillings and a sealant done and we were charged even more than we were told. I asked for an itemized bill for all services but only received one for our sons final appointment which showed an added charge for using CC. When I asked for an explanation, all I got were lies, denials and a meltdown of one of their employees. They claimed that too much time had passed and rates had gone up, but when checked all of our paperwork, we confirmed that they had added insurance fees and CC fees. They had quoted $484 for our daughters two fillings and charged $620. They had quoted $815 for our sons three fillings and one sealant and charged $1023. After this, my husband called them anonymously and was given prices for a filling and a sealant that were lower than what we paid. I wrote to the office manager to try to resolve the matter, but they just fed me with more lies. We demanded a refund of $136 for our daughter and $208 for our son. We went to the office in person and cancelled our remaining appointments. Now theyve been harassing us saying that we missed them.

  

  Business response

  04/10/2023

  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 is what will help re-educate and train our staff. You will be receiving a refund of $136.00 and $208.00 on your children. This has been sent to our accounting department and you will receive a check within 2 weeks.

  Thank you

  Customer response

  04/12/2023

  [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,
  
  *********************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a patient of Gentle Dental in *************. I have recently been forced to pay for my cleanings that are normally provided for free per my benefits of my dental plan (DMS Dental). For years I have paid the $10 copay at the time of the cleanings. A new office manager has told me because of a deep cleaning procedure that I had some years back, I can no longer get my regular cleaning and will need a preventative type cleaning that cost me $170 +/- out of pocket. I explained I only wanted what was covered under my insurance. The manager told me that is no longer possible and I will be charges going forward. She also stated this was a *** rule and nothing she could do about it. I've checked with the *** and they have nothing to do with this. This seems like insurance fraud and bait and switch practices. This was never explained to myself or my wife before we had what was a regular cleaning visit. I don't understand how I can be told I can no longer have a benefit of my insurance. Isn't that why I pay for the insurance! I tried to find the number for a corporate office or a complaint resolution line. Every number I call and all I can do is leave a message, of which I get no return call

  

  Business response

  03/13/2023

  Thank you for the opportunity to address our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. When a patient has had periodontal treatment the *** guidelines are that a patient has periodontal maintenance cleanings versus regular cleanings. The patients insurance for this treatment has a co-pay of 50%. The patient had a co-pay all along but the office was not charging this out in error So going forward the patient would be responsible for this. We go by the information that is given to us by the insurance company. This is not insurance fraud. We are billing for the treatment that has been rendered. The corporate office has spoken to the patient regarding his concerns.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid almost $5000 for braces. My teeth are not straight. The braces may have been removed too soon and the retainer was too loose. My teeth are hitting off each other I will need to start a new treatment which the business are charging me almost $6000 for.

  

  Business response

  03/15/2023

  Thank you for the opportunity to address our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. We have reached out to our patient and the Orthodontist. The patient will be meeting our Orthodontist for a consultation to go over all her concerns.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on january 4th i went to the orthodontist at the ********** location for a new retainer. The man who worked was very friendly & said i can either pay in full now, pay half now, or wait till they come in. I was informed my retainer would be available in 1-2 weeks so I decided to just pay in full. I paid 350$. It has now been a month and a half and three phone calls later and nobody has my retainer. The orthodontist staff is supposedly only there on wednesdays so staff keeps telling me they will email the orthodontist and they will give me a call. I have received no phone calls and no indication my retainer is ready. I even called to make sure they had the correct phone number on file. At this point I feel this office scammed me out of my 350$ and that they never even ordered my retainer. I dont know what else to do other than show up there and demand a refund.

  

  Business response

  02/21/2023

  Thank you for the opportunity to address our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us and this is what will help re-educate and train our staff. We have reached out to our ******* office and have been informed that you have received your retainer.

  Any further questions please reach out to us . 

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern. I have been a patient of Gentle Dental of *********, ** for approximately 10 years and have never had any issues with their service or billing. On December 14, 2022, I had an appointment scheduled for a routine cleaning. They called me a few days before the appointment to notify me that I would need to reschedule due to staffing issues. I called to reschedule a few days later, leaving a message for them, and never received a call back. At the end of the month, I revived a bill in the amount of $162.09 for the appointment that never happened. I called Gentle Dental back twice, both times leaving messages, to get the bill removed and to reschedule my initial appointment, and still never received a call back from them. This is completely unacceptable. Hence, I am filling a complaint with the BBB. I am requesting that you please help me to resolve this matter as quickly as possible. Thank you.

  

  Business response

  01/19/2023

  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. Your balance is coming from treatment rendered 6/2/2022 not from 12/14/22. Your insurance has changed and we need this to be updated so we can send this treatment to your insurance company for 6/2/2022.

   

  Customer response

  01/20/2023

  [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. This said, if someone had called me the first two times I called regarding this issue, they could have saved us both this time and trouble. I look forward to receiving a call back from Gentle Dental about my unresolved appointment change.
  
  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. ↩