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:05/22/2025

  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.

  I have been going to dentist for 15 years. Always had a good relationship w/ the office, billing & dentist. About 4 years ago the dental office got new office workers. I am have issues with the new billing department. After every procedure I always stop at the front desk & ask them "is everything good? do I need to do anything before I leave?" & their answer is always, "you are good to go." A month or so later I get a bill. This never happened to me before. The first time this happened I called the office & was told this is the patients responsibility. So, I paid it. Then after my next visit we went through the entire thing again & was told again you are good to go. Again I get a bill but this time I spoke with the dentist, explain what has happened & he had the balance written off, he apologized for the inconvenience. The dentist informed me he did not own the business; he was just contracted by the owner. It happened 3rd time & this time I found out from my insurance company that the dental office submitted the requested information too late & that is why I was being billed. So, I called the ************* told me it was my responsibly & I needed to pay this amount. I told them I would not & it was their ************ needed to take care of it. They told me they process the information as a courtesy to ****** am responsible for the balance. So, I am writing you because this has to stop. Now they submitted the balance due of $60.50 to the credit companies & canceled my next appointment. I made calls unable to find out who owns Cambridge Dental. I wanted to speak with them about this before contacting you, but have had no luck. The billing department does not own this ************ feel I should be able to talk with the dentist so he understands what has happened 3 times now. The girls need to know that if billing is their job they need to make sure they do everything to bill the proper insurance company on time and with the correct information.

  Business Response

  Date: 06/09/2025

  Regarding the complaint filed for Case # ******** we value our patients and the care we provide for them, and we take our patient concerns and complaints very seriously.   Insurance did not cover D4910 and states on eob that patient owed the balance. The patient let us know on 12/6/24, she spoke with insurance and they would review with additional periodontal history. The insurance sent back an eob as denied.  We strive to serve each of our patients with the highest quality dental care experience possible and take pride in committing to each patients oral health.  At Cambridge Dental Care, we feel we have accommodated the patients needs by (enter brief description of the resolution).  Sincerely, *****, Practice Manager

• Initial Complaint

  Date:10/27/2023

  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.

  9-13-23, **** to the office for a cleaning of my teeth. I asked the hygienist several times if my insurance covered the procedures she was performing. I was told the procedures were covered. I asked 4 or 5 times was she sure the procedures were covered. Each time I asked she said yes, at no time did she use the terms estimated. She, being the hygienist, said yes each time I asked her. As it turned out none of the procedures were covered. I should have been informed estimate only, but the hygienist each time I asked assured me it was covered she even went as far as to say I was lucky that all was covered. How can I as a consumer make an informed choice about procedures when I am repeated told the procedures are covered, at no time did the hygienist use the term estimated. Had I been properly informed about the coverage and the cost of the procedures I could have made a better informed decision about the procedures. $321.00 to me is a very high amount to be charged when I was repeatedly told it was covered, not informed it was only an estimate with no dollar amounts presented to make an intelligent choice based on facts. Now with that being said, I was given cost estimates on other procedures going forward, but at no time was I presented with cost estimates for the services on 9/13/23.

  Business Response

  Date: 11/14/2023

  The procedures we performed  were all covered benefits for dos 9/13/23. The patient maxed out of benefits as shown on the eob. The maximum allowed per calendar year per United Healthcare is $2000. Cambridge Dental Care treated the patient for $1140.50 of those benefits and would not know of other benefits used elsewhere. The other amount was not used at our facility.  If the patient does not think she used these benefits elsewhere, the patient needs to ask the insurance where the benefits were paid. We did discount the amount charged on 9/13/23, as shown on the Insurance eob attached, patient portion should have been $572. 

  Customer Answer

  Date: 11/14/2023

  Complaint: 20790335
  
  I am rejecting this response because: I've never had $2,000 worth of coverage through United Healthcare. I had $1,000 worth of coverage. I told them I didn't have $2,000 worth of coverage. No one went over the costs with me and I expressed alteast 4-5 times I was concerned. I also requested the office manager contact me directly and she hasn't done so. Also in regards to the $572, when I spoke to United Healthcare they said they had a contract fee with that provider and it was not $572. Also, I had requested that they send me an itemized billing statement from January 1rst through September 13th.
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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.

  In June of 2022 I came in to receive a crown that was recommended by Dr. ******** from Cambridge dental. I was required to pay 1/2 the cost up front ($700) with the remainder ($700) to be paid by my insurance company. At the time of my initial 50% payment, I was told by Cambridge my insurance would cover the other 50%. Dr. ******** and the dental assistant both told me the procedure was necessary. 90 days later I received an invoice for the remaining $700 because my insurance stated the crown was unnecessary. Cambridge dental then told me they did not receive preapproval for the procedure but would have if I had requested it. This was NOT my impression when I discussed with staff while making my payment. This weak excuse is the "fine print" to get patients to commit to unnecessary procedures and should be investigated. I was never told that there may be a chance or any possibility the insurance would not pay for the procedure. If I had been given all the information before the procedure, I definitely would not have given my approval. I am sure Dr. ******** new this would be a risky submission to my insurance but neglected to tell me of any risk. Cambridge also tried to convince me to do get other crowns which I have since refused. They are more interested in selling unnecessary procedures to patients than giving honest and thoughtful care. Health care providers need to be honest about what's best for their patient not what's best for their business.

  Business Response

  Date: 11/01/2022

  Dr ******** has the best health interest of the patient when treating his patients. Whether the patient has insurance or not, we suggest the best long term treatment for the patient. We go over a treatment estimate before doing treatment that takes in to consideration the insurance plan benefits that the insurance gives us. The insurance company tells us and the patient that this is not a guarantee of payment nor is a preauthorization a guarantee of payment. Cambridge Dental Care has sent in a narrative of appeal to the insurance giving them evidence of tooth structure loss and need of treatment. I believe the dispute should be with the insurance company. Again, we treat patients the same whether they have insurance or not.

  Customer Answer

  Date: 11/01/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This should have been pre-approved between insurer and Dentist BEFORE procedure started.  Because health care keep increasing, I have never had a health care provider (Physicians, Radiologists, Specialists) not determine how much patient would owe prior to conducting procedure.  Clearly the insurance company feels this procedure was unnecessary.  A simple submission to the insurer before my procedure would have prevented all this from happening.  Once again I state that the dentist is more interested in revenue than the well being and fiscal being of the patient.
  
  
  
  Sincerely,
  
  
  
  **** ******