ComplaintsforGentle Dental of New England

• Initial Complaint

  10/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was trying to pay my bill with gentle dental in ******** ****** and paid the wrong company. I have called and sent my receipt to them and nothing. I just want my money back

  

  Business response

  10/27/2022

  Thank you for the opportunity to address the concern that was made. We take all of our concerns very seriously. A payment was made to Gentle Dental of New England. The payment was made in error by the patient who is seen in Gentle Dental of ******** ******. The payment made to ** on 10/27/2021 and returned on 10/28/2021 for $65.00.The bank settled this on 11/1/2021. I reached out to the patient who called her bank and she did receive this refund.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two crowns the staff bullied me into getting even though they weren't really necessary to have. They even told me that my insurance covered a certain amount and made me pay a co-payment and said nothing else to me about it for greater than 6 -8 months after going back and forth to their office for many other appointments. The dentist told me that gentle dental would take care of it. Then 3 months later they told me I have this huge balance that gentle dental is only giving me a few months to pay for when I was told they'd cover it.

  

  Business response

  07/19/2022

  Thank you for the opportunity to address our patient. We take all of our concerns very seriously and your feedback is important to us. The patient never updated her address this is to why she wasn't receiving bills. When we are looking at patient's benefits she has coverage for crowns. We can only go by the information that we receive from her ins.co. Once the claim is received by the insurance co. they can pay or deny the claim. When the claim was denied we sent in 2 appeals but they would not cover. The Dentist will give the patient a courtesy discount of $700 once payment is made on the remaining balance.

  Thank you.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was treated at the Gentle Dental ********* location for a dental exam on 3/2/2022 and then for a debridement on 4/19/2022. When I was in the office for my first visit, the receptionist called my insurance with me present to verify full coverage for treatment. They said they would be able to **** my insurance directly and I did not need to submit the claim myself. Despite this, Gentle Dental has not been billing my insurance, and has instead been sending me statements with the full out of pocket amount due. I have repeatedly called the treatment location in the months of March, April, and May and have been told they are working on a resolution to **** my insurance, but in checking with my insurance no dental services have even been submitted in 2022. I have repeatedly offered Gentle Dental to conference call my insurance to assist with billing, and asked them what the exact issue is, but they have declined and not offered me an explanation. I do not understand why after 5 months after the date of service, there is still no record of any submission from Gentle Dental despite them insisting they would handle billing my insurance. I would like an explanation of what is causing these billing issues so I can properly liaison with Gentle Dental and my insurance to get correct payment issued. I would like to stop receiving improper bills for out of pocket amounts due until after I can confirm my insurance has been billed. I am attaching a copy of my last **** from Gentle Dental as well as all claims (medical, dental, pharmacy) from my insurance in 2022 to illustrate they have not billed my insurance at all.

  

  Business response

  06/10/2022

  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. In looking into this matter claims had been sent 3/16/22 and 4/20/22 thru electronic billing with your insurance company. It kept coming back as incorrect sub Id. This has been corrected with electronic billing and a paper copy has also been sent to your insurance company as backup so we can receive payment for these claims dos 3/22/22 and 4/19/22 .This has been sent electronic and a paper claim 6/9/2022.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2021, I began going to Gentle Dental after just having my baby. I had to get extractions and I've received a cleaning. I was on maternity leave but still had insurance through my job so was supposed to be covered still. Regardless when I told I had a bill to be paid I definitely always paid out of pocket as requested. I gave paid in person and I have also paid on the website directly. Each time I paid on line were times I hadn't returned back to gentle dental because I knew I could not afford any more charges with a new baby so I'd wait until I could before any more work was to be done. So after I'd pay through the website I definitely made sure to call after each transaction to make sure it went through and to also make sure I didn't owe anything else. I was told there no other charges when I last called 2021. We are now in 2022. I received a bill stating I owe $107 for a cleaning which I already paid for in November 2021 and this was dated January 2022. I called and then they give me different charges over $200 ans still mentions I owe for a cleaning. My husband has his bank statement that shows $107 which was from the cleaning. As well as the other charges because he has paid for my dental expenses while out of work. We went over the charges and it doesn't make sense why Gentle Dental is sending me bills. This needs to looked into because I have been told before they will report to credit bureau without my consent for unpaid work. I don't like to owe any business money especially when I've paid and always checked to make sure afterwards that I do not owe anything. I was given a full list of work to be done before anything began as well with prices with and without insurance. Something is not adding up and something is not right.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Abington Family dental because I had dental issues. I was told I had periodontal disease and decided to get dentures. The first dr I saw was Dr. ******* She had no chair side manner and had me in tears while she shamed me about my teeth. I was passed on to another Dr- his name was ******************. I liked him and he was kind and patient, however he was inexperienced and still in school. It was he who did the extractions and the alveoplasty, that needed to be done again because it was not done correctly. I wanted immediate dentures because I had a brand new granddaughter that I was going out of state to meet. When I received them- about two months later, the top fit but the bottom never did. I had numerous soft realigns for the bottom because they were painful. Dr *** left the practice because it had become too much while going to school. The new **************** was upbeat but also inexperienced. I decided I wasnt getting the bottom replaced ( for 2k$) until the top was realigned. I went in and Dr ***** added the mild material over the soft realign material- the dentures came back later that day and were thick and totally wrong. She ground the new material out and did a soft realign to get me through the week. I went back and she did another mold. After the second realign they still didnt fit. Theres no suction so they fall down without using glue. Her answer? Shed do as many resigns as I needed and added - if it makes you feel any better, nobodys dentures fit right.This is unacceptable. $4000 for dentures that dont fit. For the Ill fitting bottoms; no discount. I would have to pay for a new lower- full price. The Ill fitting top- that now is slanted and bucked is also unacceptable. I called the dental office yesterday and left a message for the office manger. She did not call me back. This is not the first time my calls have gone unanswered. It is unacceptable to send any patient out with Ill fitting teeth. Theyre loose. I still cant eat.

  

  Business response

  01/06/2022

  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.The Dentist has reached out to the patient and will be remaking the upper denture.The patient has an appointment to start this process. At one of her visits the Dentist will evaluate the lower.

  Customer response

  01/10/2022

  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. 

  Dr ****** and the office manager both reached out to me in response to my complaint. Unfortunately, I have contracted Covid- however I am currently more than 48 hours symptom free. I was informed by Dr. ****** that I need a negative test before I can be seen- and said so, 3 times in the minute long conversation I had with her. At no point did she ask how I was feeling or wish me well- not something that surprises me.
  As for the reason I am rejecting their response; the lower being redone is off the table per their office - as corporate has declined to redo at any discounted rate. They want another $2000.00 on top of the $12000 I have already paid  up front for their shoddy service.
  I would like copies of my file and all the notes from any of the dentists involved in my case. I will be reaching out to the affiliate that I was sent to for the second alveoplasty, for their notes as well. If necessary I will seek legal council.
  
  *****************************
   

  

  Business response

  01/14/2022

  Thank you for the opportunity to address our patient. The Dentist and the Practice Manager has been speaking with the patient. The Practice Manager states that the patient has an appointment on Friday January 14th.They discussed if she still did not feel better and talked about how she was feeling that they would accommodate her to get another appointment. The patient understood that at this appointment we would be making her a new upper denture. Also that the Dentist would be discussing with her about the lower denture and coming to a decision with the patient.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to the beginning of my daughter's orthodontic treatment the orthodontist at Gentle Dental in *********, **, ****************, reshaped one of my daughter's front teeth. Unfortunately, its color turned yellow because **************** removed too much enamel. We had not been informed by **************** that the potential risk of reshaping my daughter's tooth would be yellowing. My daughter would have never agreed if she had known. At 16 years old she felt very self-conscious about her yellow front tooth. I brought this up during my daughter's visit with **************** on 6/8/21. I did not receive any sympathetic or accommodating response from ****************, nor a sincere apology. Instead, I was treated in a very dismissive and disrespectful manner that included eye rolling and walking away from me several times.

  Customer response

  10/26/2021

  I have heard from the business in response to my complaint.  However, their response was not satisfactory.  

  

  Business response

  11/01/2021

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. We have discussed this with *************** and addressed this with the patients mother in previous emails. We had recommended non invasive treatment of a composite veneer but the patient and her mother want to wait till the daughter is older in (approx 4 years). If she sees one of our providers for a porcelain veneer at a later date it will be of no charge but if she sees a Dentist of her choice we will refund her $1623 which is our fee for a porcelain veneer. We will reimburse the patient when a receipt showing that the treatment has been rendered but not for future treatment.

  Customer response

  11/02/2021

  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. 

  
  The problem is that my daughter will not be able to get a porcelain veneer until she is 21 years old when her jaw has stopped growing. This will be another 4 years.  I do not know if Gentle Dental will still be in existence by then.  A lot can happen in 4 years.  Therefore, I request immediate payment.  
  

  Sincerely, 

  Regine Tillmanns 

   

   

  

  Business response

  11/08/2021

  Thank you for the opportunity to address our patient. The treatment that we have previously recommended for your daughter is for now. I know you want to wait 4 years till she is older but we can't predict for future care for your daughter or any of our other patients. No payment will be made at this time until services are rendered. We have been successfully providing dental care in MA for over 40 years. We are continuing our growth to provide dental care in multiple states as well as being an important part of the dental care community.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this business last on August 19th where I was forced to pay for a cleaning and exam when half the services were never provided. I filed a full complaint about my many complaints about their South willow st location in Manchester nh the following day. At that time I also asked that they bill my insurance and refund what I paid as the exam would be fully covered by insurance. The person claimed that this isn't true but stated she wpuld refund the money I paid as a good faith. I have yet to receive this refund and expect this to happen asap as I refuse to try another location until this happens.

  

  Business response

  09/30/2021

  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. We processed a refund check on 8/19/21 but the check was never cashed. We will stop and reissue the check to you. If you want the check of $57 sent to your FSA you will need to present the name and address to where it needs to be sent. We did not charge you for the ** offer and that is why you are receiving the $57.00 you paid. If you are not charged we can't send this to your insurance co.

  Customer response

  09/30/2021

  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 never received the check and ask that they resend it then. I would like them to confirm the address they sent it to as that is concerning that I haven't received it in 6 weeks.
  
  Also I am still asking for them to **** my insurance as per their requirements due to their contract with my insurances company. I urge them to call my insurance company with any questions on what they should be doing as an in network provider

  

  Business response

  10/05/2021

  Thank you for letting us address the **ncerns that the patient has. A check was originally sent out but was never received. We stopped the check and have reissued the check to the address that you have provided the BBB with. The check was sent out today and was sent overnight. We will send the $57 charge to your insurance ** per your request. If your insurance **mpany makes a payment then we will charge you for the treatment rendered and the office will get paid for the treatment by your Insurance **mpany.. As a **urtesy we did not charge you and you will be receiving your $57 for what you paid. 

   

  Customer response

  10/06/2021

  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 wish that they would confirm the address they overnighted it so that I could confirm that they had the correct information for me. I also find it disturbing that they are saying in their claim that if my insurance company pays them they will charge me for that service as well? Isn't that double dipping? Also if they **** for the exam that was done my insurance company has stated that this is covered by them at no cost to me... so just a little confused over why they think they can break the contract they have with my insurance company and double dip.

  
  
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  FAQ
  
  Regards,

  *********

   

   

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