Complaints

This profile includes complaints for Perfect Dental, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Perfect Dental, LLC has 18 locations, listed below.

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  Perfect Dental, LLC

  210 Bear Hill Rd Ste 300 Waltham, MA 02451-1025

• 

  Smile Land Dental Care

  1 Oak Street Westborough, MA 01581

• 

  Perfect Dental - Fitchburg

  130 Water Street Fitchburg, MA 01420

• 

  Perfect Dental - Fitchburg

  130 Water Street Fitchburg, MA 01420

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  Perfect Dental, LLC

  128 Broadway Winter Hill, MA 02145-3201

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:05/14/2024

  Type:Customer Service 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.

  Until today I received a bill for ****** 3 months ago when I received the bill I called perfect dental. Some one in the office explained that this charge belong two to appoiments. I expalined that I only have regular cleaning every six mothns. Meaning that I only went one time for the billing that they are charging. I called the insurance company Dental Dental and they explained that they paid perfect dental that claim. That I was responsible for around 80 dollars for a Xray because perfect dental make it before the 6 months. Waiting for Perfect dental to call me I decide to go to the office and they said that wait that they will sent a new adjusted bill. I received the bill againg with date 04/15/2024. It looks like perfect dental wants that i paid for his acountan mistakes. This is not the firts time that perfect dental make this billimngs problems.

  

  Business Response

  Date: 05/17/2024

  Hello *****,

  I apologize for the lack of communication with the office on your billing concerns.  We have reviewed your account per your complaint, and found there was a billing error from your visit in November 2023 that needed to be corrected.  Additionally, you do not owe the $80 Delta Dental informed you that you are responsible for; this was a mistake as your visit was accidentally billed twice.  We were not able to reconcile the payment Delta Dental sent us for your visit in November 2023 until just this week, on 05/15/2024.  Now that we have the details of that payment, we were able to resolve your account.

  Your account has been corrected to accurately reflect the services you received and the payment from your insurance, as well as the adjustments we made to account for the billing error.  Based on these corrections, you currently have a $0 balance with Perfect Dental.  I have attached to this response a copy of your current statement, showing you have a $0 balance with today's date. Thank you for your patience while we corrected this billing issue for you, and I'm glad we were able to resolve it to your satisfaction.  Please contact the office to schedule your next cleaning appointment or any other needed services., and if you have any questions feel free tor each out to us by call/text at ************, or by email at ***************************************.

  Thank you again!

  *****************************

  Director of Operations

• Initial Complaint

  Date:01/18/2024

  Type:Sales and Advertising 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.

  My children had orthodontist appointments today, January 18, ****. The orthodontist didnt show up and subsequently cancelled appointments even after patients had already shown up for their scheduled times. I was instructed by *********** office to reach out to corporate to complain. Upon doing so I continuously got voicemails of the employees there. These calls must be forwarded to the employees cell phones as shorty after I received a text from someone asking who I was and they stated their had missed calls from me. The only place I had called prior to that was the corporate office. Once I stated that unless they were from a drs office I hadnt called them, the texts from them stopped. The lack of professionalism and the complete disregard for patients schedules is a disgrace to anyone who does this job properly.

  

  Business Response

  Date: 01/31/2024

  01/24/24 - Emailed a reply to the complaint to the contact info on file, asking for the preferred method of contact and what a good time to connect would be.

  01/31/24 - No response was received from the email.  Sent a text message to the contact number provided stating I was attempting to discuss the complaint. Asked for the best time to connect.  Called the contact number on file as well to try to connect or leave a voicemail; we were able to speak today at 10:30am.

  *****,

  When we spoke on the phone, you reiterated to me what occurred on the day of her appointment.  You stated you showed up with 2 of your children for appointments on 01/18 at 10:30am; one of your children had a 10:30am appointment with the General Dentist, and both of your children had appointments with the Orthodontist at 11:00am.  You informed me that upon arrival, the front office team told you that "5 minutes ago" the Orthodontist said she wasn't coming and they had to reschedule your children's Orthodontics appointments. You stated you took time off work and your children took time off school, and that the lack of communication was bad customer service and unprofessional.

  I want to again apologize for your experience in the office that day as the mishandling of the schedule is not acceptable and did not reflect our standards of care.  As discussed, I have already followed up with the front office team with retraining, as well as disciplinary action for the lack of professionalism and communication.  The Orthodontist did inform us on Monday she had an emergency to tend to and would need to reschedule that day, and the office did not communicate properly with patients.  I wish I could make the situation right for you and your family, and would love the opportunity to provide you with better service in the future.  You informed me you have already found another Orthodontist and will be finding another dentist as well and not returning to *********** office.  When I offered to have your family's records sent wherever you needed them sent to, you declined and stated it wasn't necessary as we share the same system as your new office, but if that changes please let me know and I can have the records transferred.

  Again if anything changes and we are able to make this up to you by getting you and your family back into the office, please let me know.  Thank you again for your time today.

  Best regards,

  *****************************

• Initial Complaint

  Date:03/27/2023

  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.

  My wife and two children were seen for care at this office in October and November of 2022 while I was still on active duty. Before receiving care, my wife asked the receptionist if they were an in-network provider, and they said yes. My wife and I tried to resolve this by talking to the management team multiple times, but nothing was resolved. After that, I called United Concordia several times to try to resolve this as well. Here are the inquiry dates and numbers associated with the calls: December 30, 2022 (***********) January 4, 2023 (***********) January 5, 2023 (***********) January 17, 2023 (***********) January 24, 2023 (***********). I tried to be as patient as possible to get this resolved and called United Concordia today to see if any action was being taken and nothing. I received three bills for $1,292.46 because they provided my family with an out-of-network provider even though they told my wife while at their office that the dentist would be an in-network provider. The statement balance is over 120 days overdue, and the bills state to pay within ten days to avoid going to collections.

  

  Business Response

  Date: 04/28/2023

  04/27/23 - Submitted email response to customer at email address provided informing him of the following:

  -Balance was initially $1,432.54

  -We made a courtesy adjustment of the Out Of Network fees totaling $511.27.

  -Tricare sent the insurance payment for 1 date of service directly to the patient instead of to us; offered the option to sign the back of the check and drop it off to us, or to cash the check and pay us directly.

  -Remaining balance due on family accounts after adjustments [including the amount insurance paid to the patient]: $738.03.

   

  04/27/23 - Response received back from customer that they appreciate the response and will pay the balance now; requested an updated statement.

  04/28/23 - Updated statements emailed to customer along with links to pay online as well as offering options of mailing payment, calling in with a credit card, or stopping by the office.

• Initial Complaint

  Date:10/19/2022

  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 received a bill dated September 22, 2022 from perfect dental Roslindale for the amount of $297. The date of service was March 2018. I call the number for billing questions that was on the bill, it was for the ****************** I was advised that they do not have a billing department on site and there was no one who can answer any questions regarding the bill. I requested to speak to a manager, I was told the manager will not be in until 1 PM, I left my name and phone number of the reason for my call requesting a callback when he gets in. 24 hours later when I had not heard back from the manager I called again and was told that manager did not come in the day before and he was not there at the moment. I left another message requesting the manager give me a call when he gets in. Three days later still no call back from the manager. I reached out to the office again asking for contact information to the billing office and was told that they do not have a number to the billing office or anyone I can speak with directly about the bill. I went online and found a phone number however there was no option to leave a message to request a callback. My concern is I received a bill from 2018 stating it was 90 days past due even though it was the first time receiving it and there is no one at Perfect Dental to speak to about it. Please note this is not about me not wanting to pay the bill but wanting an explanation as to why it took four years. I just want someone to return my call. Thank you

  

  Business Response

  Date: 10/27/2022

  Hello *****,

  Thank you for reaching out in regards to your account and including a photo of your statement.  I apologize the office did not contact you in a timely manner to discuss your concerns, and wanted to assure you I am looking into your account now.  I have replied to you by email with an update on the process while I research your account, and I will be in touch with you by the end of the day on Monday 10/31 with more information for you.

  Thank you for your patience while I look into your account.  Please feel free to contact me by email at ************************************* if you have any further questions or concerns to discuss before Monday.

   

  Regards,

  *****************************

  Director of Operations

  ********************************************