ComplaintsforGentle Dental of New England

• 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.

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 thanks

  

  Business 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

  More info

  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.   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 6, 2023, i get an email from dentist about an appt (this is the only way i communicate in the 25 yrs ive been with there 3 locations, Cell phones are not allowed at my work) i reply back after work at home to reschedule to next year i have no more time off this year at work or to come in late..I was well within there cancellation appointment protocols, The appointment was for nov 9,2023.. on 11/15/23 i recieve a bill in the mail for ***** and on the desciption of service it says broken appointment fee..I go back to my sent emails and notice that the server they used to send me email had blocked my reply back, I called office to inform them i wont be paying this statement for that reason and that i replied within the 24 hours and they said they get all the emails and since that conversation i have recieved 3 more bills from them. I have the printed emails of replies and message blocked recipient email..ive been in that office twice where they have cancelled my appointments cause of being short staffed or from an emergency i didnt have the option to bill them for my lost wages from them not having sufficient staff..I feel this is scam to bill people by blocking there cancellations to make money..That office has a new finance **** manager ******************************* she doesnt know how to talk to people which made me very angry.. With everything going up every dollar is stretched and if i was my fault id pay the bill this just makes me wonder how many other people has this firm done this too...I can send you all papers in the mail if needed....If this cant be resolved ill seek consultation from a lawyer to see other avenues..Thank You for your time *********************

  

  Business response

  01/17/2024

  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 will have IT look into this matter regarding the server. I have adjusted the $50.00 broken fee charged to you. No balance on your account.

  Customer response

  01/20/2024

  [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

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told I would receive a price adjustment and would be refunded $110.50 I have called numerous times and they keep telling me it was summitted to the main office and they will call me back when they get more information but they never call me. I have to keep calling them to get their excuses. I was even given a false name by 1 of them and when i called back they said no one with that name works here. this nonsense game has been going on for almost 2 months now. when I paid debit on the spot and they did not have to wait for their money.

  

  Business response

  12/15/2023

  Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feed back is important to us. We have refunded your credit card on 12/12/23 for $110.50. This can take 2-5 business days to see the refund.

  Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Gentle Dental ******* on Aug *******. I got my dental X-rays taken and had a short consultation regarding a potential wisdom teeth removal. Later that day I made a request to have my dental X-ray images sent to me since their network provider is not within convenient travel distance. I was instructed to complete a release form that has a line at the bottom of the page saying "There is a charge of (BLANK) for the record request". I crossed out the blank as I was not told by the person answering the phone about any charges. My dental X-rays were later emailed to me in the form of screenshots. I later received a bill about 2 months later demanding immediate payment for a total of $29.00. There was no description on the bill for the reason of charge so I called the office to check on this. The office informed me rudely that this is a fee to "email you your dental X-ray screenshots" and I must pay it. They admitted that the fee was never informed and they never posted the fee schedule anywhere but still expect full payment. I was forced to pay the bill as the office in ******* threatened to push it to collections. I'm now requesting a full refund as it is not a charge that was informed and agreed upon.

  

  Business response

  12/01/2023

  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. We have given you a courtesy adjustment of $29.00 that you paid. This refund is going back on your credit card.

  Customer response

  12/07/2023

  [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. 

  The refund has been received and processed by my bank. Thank you for responding to my complaint in a timely and professional manner.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Recently sent a bill from Gentle Dental ********** , ****************************************. ***** for ****** with no explanation of charges or date pertaining to charges . I am not or never was a patient of this business and there is no fee due . From the numerous complaint and bad reviews from this business it looks like I am not alone in this fraudulent attempt to collect on a nonexistent charge . Make no further contact in this regard . Cease and desist all contact .

  

  Business response

  11/22/2023

  Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. We have forgiven the debt and the balance is zero on the account. We have noted that no contact between you and the office.

  Customer response

  11/22/2023

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

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