Complaints

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• Initial Complaint

  Date:06/09/2025

  Type:Product 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 experience was at the ********* location on ****************. I had a cleaning in December for which I was charged $66 "because my insurance would not cover a deep cleaning." I paid at the time of service and left. A few months later I returned to get cavities filled. Since it was within a year of my last X-ray, insurance would not have covered a visit to another dentist, so I returned to this location even though I didn't love them.I was charged $143.20 for my cavity fillings. I took my invoice and left. Upon receiving my Explanation of Benefits in the mail from my insurance, I saw that the amount that was NOT covered, and the only amount I should have paid, was $114.20. Upon reviewing my invoice, I saw a "Prior Balance" had been tacked on. This amount was printed on top of a section heading which made it very easy to miss. Unsure if this was a printing error or done intentionally to deceive/********** rectify the billing error I called the office and explained I had been overcharged $28.80. The lady I spoke with (*******) was friendly and confirmed very clearly that this was a billing error, I had no prior balance, and the money would be returned either via credit card refund or a mailed check, something she had to check in with her boss for.A couple weeks passed and I received nothing, so I called back. ******* confirmed she remembered me and went to check with her boss. Her boss came on the phone and flat out refused to return any money. She claimed I must have misunderstood ******* in our previous conversation, that I did have a previous balance, the insurance must have been wrong on their EOB, and I would not be receiving a refund. She was not polite or understanding.This is not a place that cares about their patients, only about their bottom line. They take your money through unfair and sketchy business practices, and invent reasons why you need more frequent visits, so they can charge you more.This is not an office I will ever be visiting again.

  Business Response

  Date: 06/26/2025

  RE: Response to Complaint ID ********

  
  To Whom It May Concern,
  We appreciate the opportunity to respond to the concerns outlined in the referenced complaint.
  The patient was seen at our office on December 18, 2024, and paid $66.00 at the time of service based on an estimated insurance responsibility. As is clearly stated on our financial paperwork, all insurance estimates provided are just thatestimatesand actual amounts owed may be higher or lower depending on the explanation of benefits (EOB) we receive from the insurance company after the claim is processed.
  In this case, the final patient responsibility for that visit, per the **** was $94.80, leaving a balance of $28.80. Monthly statements were generated beginning in January 2025 to notify the patient of the remaining balance.
  On May 15, 2025, the patient returned for additional treatment. His out-of-pocket responsibility for that visit was $114.40. A payment of $143.20 was made, which appropriately covered both the new charges and the previous $28.80 balance, resolving the account in full.
  During a subsequent conversation with our staff member *******, she acknowledged seeing the $28.80 balance on the account but did not state it was a billing error. She informed the patient that she would follow up with our office manager to confirm the details. Our manager reviewed the account and followed up directly with the patient, providing a clear explanation and attaching both relevant EOBs to support the amounts billed and paid.
  We have made multiple good-faith efforts to explain the charges professionally and with transparency. The account history and documentation fully substantiate the validity of the charges. The accusations that our office acted deceptively, engaged in unfair business practices, or generated unnecessary visits are entirely false and baseless.
  We operate under strict ethical and billing standards and are committed to honest and accurate communication with all patients. We respectfully stand by the accuracy of our billing in this matter. No refund is warranted, and we consider the account resolved appropriately.

  
  Sincerely,
  Gentle Family Dentistry 

  Customer Answer

  Date: 06/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23444987
  
  Respectfully, I do not believe this business knows the first thing about ethics or good faith, and certainly doesnt care about regarding either of them when it comes to billing. I accept that it is certainly possible than ******* may struggle to comprehend the situation, or perhaps doesnt remember things clearly, but I do not feel that I should be held financially liable for that. 
  

  If all of your calls are recorded, you are certainly welcome to go back and listen and you will clearly hear her state to me that my account did not previously have a balance and the $28.80 charge was in error. 
  

  I do not accept your response. Your office is a joke. 
  
  Regards,
  
  ******* *****