Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I went to get a routine root canal in July 2022. It was never done correctly. I pleaded with the dentist at the time and told him right after they placed the crown that It did not feel right. They ignored my complaints. I called them several times and went in a few times for readjustments, to no avail. I suffered in pain for a whole year. I went back to see the dentist and ended up getting a root canal again on the same tooth. They insisted that that would be my only option. They told me that all I would have to pay for this service is $257.30 do to the fact that it was a redo on the same tooth. I made sure to get clarification because I did not want to pay another $1500 out of pocket when it wasn't done right the first time. The office manager assured me that I wouldn't owe any more money. Now this morning 4 months later I received a call from the dentist office saying that I owe $1118 for the root canal because it was denied by my insurance. They told me it was covered specifically because they were redoing the first root canal. The manager ***** yelled at me and said " it is what it is". I couldn't believe they were saying this to me. Especially after they didn't listen to me the first time with my complaint about the tooth not being sealed correctly. Also any time they had me signing paperwork I found it odd that they would have already given me some sort of medication/numbing injection. I feel like the purposely took advantage of me because they knew I was in a lot of pain and falsely gave out information trying to trick me into getting the second root canal. I don't feel that I should owe this money after I was assured I would have to worry about the payment and they took my $257.30.

  Business Response

  Date: 04/18/2024

  Hello *****************,
  
  This is in response to your correspondence dated April 17, 2024  addressed to Gateway Dental Group.  
  
  We do not have a HIPAA authorization authorizing anyone to speak to you regarding ***********************. Pursuant to the **************** Portability and Accountability Act of 1996, no specifics regarding ************ may be provided to you at this time.  However,if you will have ************ sign and return an appropriately executed HIPAA authorization, Gateway Dental Group and its affiliated practitioners would be happy to engage with you regarding this matter.
  
  Thank you,
  
  Gateway Dental Group   

  Customer Answer

  Date: 04/19/2024

  See attached.

  Business Response

  Date: 04/24/2024

  Quality care is important to us at Gateway Dental Group. We are sorry to hear of **************** claims.

  We saw ************ in our office on June 16, 2022, for a root canal with our Endodontist on tooth number 30. On July 7, 2022, a crown was placed on the tooth. ************ experienced ongoing pain and on December 21, 2023, she saw our Endodontist again for a re-treatment. It is not uncommon to need a re-treatment of a root canal. Unfortunately, the need for a re-treatment can present itself anywhere from days after the original root canal to year later. Additionally, it is not uncommon for a crown placed after a root canal to need adjustments after it is seated. This does not mean the crown was placed incorrectly. We did not trick ************ into needing more treatment and we did not take advantage of ************ because she was in pain. We did what we could to get ************ out of pain. We are confident that all treatment was completed within the standard of care. 

  As for **************** concerns about her outstanding balance. ************ signed informed consent prior to all treatment. Her Financial Arrangement specifically states, and she signed acknowledgement that said, "I agree to be fully responsible if my insurance/plan does not pay these estimates for any reason and understand this may increase my expenses." In **************** case, her plan denied the claim, so the insurance balance became **************** responsibility. We are not practicing deceptive billing practices and the local anesthesia that was used to numb ************ does not affect the decision-making abilities of a patient. 

  In short, the balance will remain **************** responsibility. Please do not hesitate to contact us should you have any additional questions regarding this matter.

  Respectfully,

  Gateway Dental Group

  Customer Answer

  Date: 04/25/2024

   I am rejecting this response because:
  
  Gateway Dental had a responsibility PRIOR to starting the redo of the root canal to contact my insurance provider to ensure that services were covered. They told me that it would be covered by my insurance AFTER calling them. That is the only reason why I  proceeded with the treatment. Had I known it wouldnt be covered I would have waited for the 6 months so it would be covered . I was lied to by Gateway dental. The insurance company stated that they sent a breakdown of benefits and Gateway dental was well aware that services would NOT be covered. They lied to me and took advantage of me while in a vulnerable condition in order to keep my business. Very unprofessional and despicable. 

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gateway Dental has fraudulently claimed for work that wasn't completed. I went visited the office in November of 2022 seeking a second opinion. I was bullied and rushed into an aggressive treatment plan that went from "we don't have time today" to "they'll take you back right now". This all occurred over the course of 4 hours. I was in pain and confused for all of it. I left the office in shock and my mouth was throbbing. I felt scammed and rushed. It turns out the messy work (inlays on both sides and an unnecessary crown removed with pliers) had indeed been overly aggressive. Absolutely no way I was coming back. I needed time and distance from the trauma and it wasn't until i started getting calls from their outsourcing creditors (Commenity Bank) that i called the office. They had already charged my insurance $4000 as if they had completed the entire treatment plan. In actuality the cost needed to be corrected to may $600 for the inlays. I have called their offices at least 2x, leaving a message with a representative, asking for them to fix the account and they have not done so. I keep getting told "someone will call you back next week". My credit has dropped 200 points. This is the definition of insurance fraud.
  
  i am seeking a correction of the account to reflect only what was performed.