Baystate Dental P.C.

I feel like I need to split this up into reviews 1) the actual dentistsNot a lot to say here except they are great! Caring & professional I have rarely received care as good & often much worseIf I was just reviewing them it would be 4-stars 2) the company Baystate Dental Pros: The equipment and facilities seem up to date and well maintainedIt's the only dentist I could find that stayed open so late (8pm) most days except Mondays Cons: don't sign up for multiple contact methodsThey will use all of them, multiple times, to remind you of your appointmentThey keep changing the story on how my insurance works & how their financing worksI was told my insurance paid x amount per procedure, next time it was that same amount per yearI wasn't misunderstanding, I made sure they were clear each timeThey also changed their story about financingOnce it was I would only have to pay x amount a month until paid off, the next it was that they made you sign up for a specific credit card The REAL con: this credit card is terribleI looked into itImagine store credit card meets pay day loan & you will know what I meanIf you have no credit or bad credit you are [redacted] because they will not work with you in anyway The criminally insane con: they charge insurance companies less than they do un-insured or those who's benefits have run outMeaning if you have insurance or still have benefits they would charge you $for a filling with the insurance paying & you Without insurance, or if your benefits run out, that price tag jumps up to $Why? Because your not a multi-million dollar company who could take its business elsewhere & you don't have another choice So if money isn't an issue for you, this is a great companyIf you can't pay hundreds to thousands out of pocket, get ready to [redacted] take itThis is a cookie cutter franchise-style-healthcare system that's more concerned about putting money into some C.E.O.'s pocket than getting you the care you needI sincerely hope you can find someone who cares and will actually work with you to get the work you need done

I feel like I need to split this up into 2 reviews.

1) the actual dentists. Not a lot to say here except they are great! Caring & professional I have rarely received care as good & often much worse. If I was just reviewing them it would be 4-6 stars.

2) the company Baystate Dental.

Pros: The equipment and facilities seem up to date and well maintained. It's the only dentist I could find that stayed open so late (8pm) most days except Mondays.

Cons: don't sign up for multiple contact methods. They will use all of them, multiple times, to remind you of your appointment. They keep changing the story on how my insurance works & how their financing works. I was told my insurance paid x amount per procedure, next time it was that same amount per year. I wasn't misunderstanding, I made sure they were clear each time. They also changed their story about financing. Once it was I would only have to pay x amount a month until paid off, the next it was that they made you sign up for a specific credit card.

The REAL con: this credit card is terrible. I looked into it. Imagine store credit card meets pay day loan & you will know what I mean. If you have no credit or bad credit you are [redacted] because they will not work with you in anyway.

The criminally insane con: they charge insurance companies less than they do un-insured or those who's benefits have run out. Meaning if you have insurance or still have benefits they would charge you $155 for a filling with the insurance paying 100 & you 55. Without insurance, or if your benefits run out, that price tag jumps up to $215. Why? Because your not a multi-million dollar company who could take its business elsewhere & you don't have another choice.

So if money isn't an issue for you, this is a great company. If you can't pay hundreds to thousands out of pocket, get ready to [redacted] take it. This is a cookie cutter franchise-style-healthcare system that's more concerned about putting money into some C.E.O.'s pocket than getting you the care you need. I sincerely hope you can find someone who cares and will actually work with you to get the work you need done.

I am waiting for a credit to be applied to my account in the amount of $76.66 for service they provided(cleaning my teeth). baystate dental in east longmeadow, ma office did the cleaning of my teeth on 08/21/2014 and charged my card $170. After my insurance processed the claim on 8/29/2014 they said with in 6 to 8 days I am soppose to get a credit. Now is September 10 and I never got a credit, so I called them back and asked where is my credit, now they are changing the story and telling me it's not 6 to 8 days but 6 to 8 weeks. Looks like they are trying to do everything they can not to give me my credit.Desired Settlementwhat I am looking for is to get my credit back for just $76.66.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@baystate-dental.comOur policy is that we do not issue any refunds until the insurance claim has been paid. In this case, the patient's benefits were maxed and the balance was the pt's responsibility. We issued a refund for the amount over paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My insurance has processed the claim on 08/21/2014 and my account has not been credited for the ammount I overpaid. I just looked at my account transactions. Final Business Response Mr. [redacted]'s balance began with date of service 7/18/2014. His insurance paid $1,287.75 with a patient balance of $2,862.91. He made a deposit of $1,970 which left a patient balance of 892.91. He made an additional payment of 819.40 on 7/31/14 which then left a balance of 73.51. Mr. [redacted] came in for additional treatment on 8/21/14 totalling $93.34 of which his insurance paid $0 because he had reached his maximum benefit limitation (therefore the balance was entirely his responsibility). Now his balance is 73.51 + 93.34 = 166.85. He made a payment of $170.00 on 8/21/14 and was refunded $3.15 on 9/30/14. I understand that Mr. [redacted] believed he should have received a refund from the 8/21/14 date of service. However, if he refers back to the Explanation of Benefits from Date of Service 7/18/2014, he will understand where the original balance came from. Should you require any additional information, please do not hesitate to contact me. Thank you [redacted]

I am waiting for a credit to be applied to my account in the amount of $76.66 for service they provided(cleaning my teeth). baystate dental in east longmeadow, ma office did the cleaning of my teeth on 08/21/2014 and charged my card $170. After my insurance processed the claim on 8/29/2014 they said with in 6 to 8 days I am soppose to get a credit. Now is September 10 and I never got a credit, so I called them back and asked where is my credit, now they are changing the story and telling me it's not 6 to 8 days but 6 to 8 weeks. Looks like they are trying to do everything they can not to give me my credit.Desired Settlementwhat I am looking for is to get my credit back for just $76.66.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@baystate-dental.comOur policy is that we do not issue any refunds until the insurance claim has been paid. In this case, the patient's benefits were maxed and the balance was the pt's responsibility. We issued a refund for the amount over paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My insurance has processed the claim on 08/21/2014 and my account has not been credited for the ammount I overpaid. I just looked at my account transactions. Final Business Response Mr. [redacted]'s balance began with date of service 7/18/2014. His insurance paid $1,287.75 with a patient balance of $2,862.91. He made a deposit of $1,970 which left a patient balance of 892.91. He made an additional payment of 819.40 on 7/31/14 which then left a balance of 73.51. Mr. [redacted] came in for additional treatment on 8/21/14 totalling $93.34 of which his insurance paid $0 because he had reached his maximum benefit limitation (therefore the balance was entirely his responsibility). Now his balance is 73.51 + 93.34 = 166.85. He made a payment of $170.00 on 8/21/14 and was refunded $3.15 on 9/30/14. I understand that Mr. [redacted] believed he should have received a refund from the 8/21/14 date of service. However, if he refers back to the Explanation of Benefits from Date of Service 7/18/2014, he will understand where the original balance came from. Should you require any additional information, please do not hesitate to contact me. Thank you [redacted]

Complained about service received. No response from company other than to send a new bill with demand for payment. Concern not addressed.Upon dental visit I was told I would need a crown to repair a tooth. The dentist told me the procedure would be $500 and did not verify with insurance. I expressed concerns that insurance would not cover, but he started the procedure anyways. He essentially ground my tooth down to nothing so I had no choice but to proceed with the procedure.I paid the $500 in full and returned to receive the crown. They then informed me that the procedure was not covered by my insurance and I would be responsible for the full balance. I told them that I would have never agreed to the procedure in the first place if I had known I would be responsible for the entire amount as I could not afford it. The doctor then told me he'd give me the "[redacted] discount" and took half of the balance off. However, this still left a balance of over $200.I wrote a letter to Baystate Dental's billing office with my concerns about this, but they did not respond and sent a demand letter for the remaining balance.I do not feel it is appropriate since it is their responsibility to verify insurance coverage prior to providing the work. Especially since I voiced concerns and the dentist assured me the procedure would not cost me more than $500 out of pocket.I feel that the $500 I paid should consider the matter closed and that they should waive the remaining balance.Desired SettlementThey should waive the remaining balance due to their error and consider the $500 I paid as payment in full.Business Response We apologize for your concerns regarding the payment for the treatment that was completed in our office. According to our records you did present with a problem that needed a solution, specifically a crown in order to resolve your broken tooth, which we were able to complete for you. Unfortunately, we have no control what your insurance company pays. They are a third party and your relationship with them is between you and them. Even when we call insurance companies to verify coverage, they always say "this information is not a guarantee of payment." In your initial new patient paperwork that we have on file signed by you it reviews that as a courtesy to our patients we will bill their insurance, however, it is your insurance policy and you are ultimately responsible to look into your coverage. We also have a financial arrangement signed by you on the date that the crown was performed stating that the full cost of the crown and the complete appointment on 4/2/15 was $1720. It states on that form that you understand you are responsible up to the full fee of $1720. Your crown cost was $1575 and we already adjusted off $675 as an in network provider and then an additional $212.50 to compromise with you on the balance due to the coverage on your plan, which is a total of $887.50 discount and you have paid a total of $452.87 for services that have been completed. If you would like to call the office to discuss further please feel free to give us a call and we can provide additional explanation. You are also welcome to call your insurance company to discuss your coverage and they can provide you with your plan coverage. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Again, the doctor insisted that this procedure would be covered. My only liability would be the 500 which I paid. You should instruct your doctor and your billing staff to not quote pricing without first verifying coverage. This is specifically why I expressed apprehension that the procedure would not be covered.The form you said I signed was an electronic device which only had a box which the doctor said was simply an "authorization to perform the work". I did not see or was not presented with anything with the language that I had a "financial arrangement" and that I was "responsible for the full fee of $1720". The doctor expressly stated that my responsibility for the procedure would be $500, which I paid. He should not have said that if he did not know, because if I knew I would be responsible for $1720, I would have never agreed to the procedure. I sincerely hope this is not the normal procedure of your practice to quote someone one price until they are at a point of no return, then tell them they are on the hook for over $1000 more.Final Business Response Again, we apologize sincerely for any misunderstanding. I will be happy to send you all the signed paperwork that I was referring to. The tablet you are referring to that you signed was the consent for the crown. The other paperwork I mentioned was done with the front desk staff members. It goes over all the fees and our policy regarding billing insurances and explains that we are considered a third party and the relationship with your insurance is between you and them. We bill insurances as a courtesy to our patients but if you ever wish to bill them yourself that is also an option for you. You would simply pay the office the full fee and we can provide you an insurance claim form to submit to them to be reimbursed. I would like to remind you that it was your insurance company that denied your claim. You can always contact them to discuss the denial and request them to reconsider payment or file an appeal.If you have any questions after receiving the documents in the mail, please feel free to call our office to discuss further.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It appears that Baystate Dental has no interest in resolving this, as I've received two letters threatening to send me to collection over this.They also sent signed paperwork which verified my assertion that the doctor and I had an agreement that this procedure would cost me $475 out of pocket.Dr. [redacted] guaranteed that the procedure would cost me no more than $475. Anything else I signed, was under this understanding and after my tooth had already been filed down for the procedure.I can appreciate that you claim that you do not guarantee coverage; however, Dr. [redacted] told me it would be $475 out-of-pocket. He told me he was not going to "nickel and dime" me, and I decided to proceed based on that amount. I told him specifically that I could not afford any more than that. I am still working on paying off my credit card for that amount.I'm assuming that this conversation will end here as Baystate Dental has told me that this is going to collection and has made no other effort to make this right.

I am waiting for a credit to be applied to my account in the amount of $76.66 for service they provided(cleaning my teeth). baystate dental in east longmeadow, ma office did the cleaning of my teeth on 08/21/2014 and charged my card $170. After my insurance processed the claim on 8/29/2014 they said with in 6 to 8 days I am soppose to get a credit. Now is September 10 and I never got a credit, so I called them back and asked where is my credit, now they are changing the story and telling me it's not 6 to 8 days but 6 to 8 weeks. Looks like they are trying to do everything they can not to give me my credit.Desired Settlementwhat I am looking for is to get my credit back for just $76.66.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@baystate-dental.comOur policy is that we do not issue any refunds until the insurance claim has been paid. In this case, the patient's benefits were maxed and the balance was the pt's responsibility. We issued a refund for the amount over paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My insurance has processed the claim on 08/21/2014 and my account has not been credited for the ammount I overpaid. I just looked at my account transactions. Final Business Response Mr. [redacted]'s balance began with date of service 7/18/2014. His insurance paid $1,287.75 with a patient balance of $2,862.91. He made a deposit of $1,970 which left a patient balance of 892.91. He made an additional payment of 819.40 on 7/31/14 which then left a balance of 73.51. Mr. [redacted] came in for additional treatment on 8/21/14 totalling $93.34 of which his insurance paid $0 because he had reached his maximum benefit limitation (therefore the balance was entirely his responsibility). Now his balance is 73.51 + 93.34 = 166.85. He made a payment of $170.00 on 8/21/14 and was refunded $3.15 on 9/30/14. I understand that Mr. [redacted] believed he should have received a refund from the 8/21/14 date of service. However, if he refers back to the Explanation of Benefits from Date of Service 7/18/2014, he will understand where the original balance came from. Should you require any additional information, please do not hesitate to contact me. Thank you [redacted]

I am waiting for a credit to be applied to my account in the amount of $76.66 for service they provided(cleaning my teeth). baystate dental in east longmeadow, ma office did the cleaning of my teeth on 08/21/2014 and charged my card $170. After my insurance processed the claim on 8/29/2014 they said with in 6 to 8 days I am soppose to get a credit. Now is September 10 and I never got a credit, so I called them back and asked where is my credit, now they are changing the story and telling me it's not 6 to 8 days but 6 to 8 weeks. Looks like they are trying to do everything they can not to give me my credit.Desired Settlementwhat I am looking for is to get my credit back for just $76.66.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@baystate-dental.comOur policy is that we do not issue any refunds until the insurance claim has been paid. In this case, the patient's benefits were maxed and the balance was the pt's responsibility. We issued a refund for the amount over paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My insurance has processed the claim on 08/21/2014 and my account has not been credited for the ammount I overpaid. I just looked at my account transactions. Final Business Response Mr. [redacted]'s balance began with date of service 7/18/2014. His insurance paid $1,287.75 with a patient balance of $2,862.91. He made a deposit of $1,970 which left a patient balance of 892.91. He made an additional payment of 819.40 on 7/31/14 which then left a balance of 73.51. Mr. [redacted] came in for additional treatment on 8/21/14 totalling $93.34 of which his insurance paid $0 because he had reached his maximum benefit limitation (therefore the balance was entirely his responsibility). Now his balance is 73.51 + 93.34 = 166.85. He made a payment of $170.00 on 8/21/14 and was refunded $3.15 on 9/30/14. I understand that Mr. [redacted] believed he should have received a refund from the 8/21/14 date of service. However, if he refers back to the Explanation of Benefits from Date of Service 7/18/2014, he will understand where the original balance came from. Should you require any additional information, please do not hesitate to contact me. Thank you [redacted]

I needed my xrays forwarded to my new dentist and they want to charge [redacted] although my insurance company had paid and they are legally mineI don't feel I should be charged [redacted] to have my xrays transferred to my new dentistDesired Settlementwaive the [redacted] feeBusiness Response The first issue in the complaint states that the X-rays are legally hers. To clarify this according to the ADA the dentist owns the physical record of the patient. He/she (dentist) is the legal guardian of the chart. Patients do not have the right to possess their original record. The second issue is with the [redacted] fee. Again, according to the ADA if the patient requests a copy, the dentist is obligated to provide those records within a reasonable time frame. In most cases a fee may be charged for the copy.Our fee of [redacted] is a fair and reasonable charge for the costs associated with preparing a chart for release. As a courtesy this time we will waive the [redacted] charge

I needed my xrays forwarded to my new dentist and they want to charge [redacted] although my insurance company had paid and they are legally mineI don't feel I should be charged [redacted] to have my xrays transferred to my new dentistDesired Settlementwaive the [redacted] feeBusiness Response The first issue in the complaint states that the X-rays are legally hers. To clarify this according to the ADA the dentist owns the physical record of the patient. He/she (dentist) is the legal guardian of the chart. Patients do not have the right to possess their original record. The second issue is with the [redacted] fee. Again, according to the ADA if the patient requests a copy, the dentist is obligated to provide those records within a reasonable time frame. In most cases a fee may be charged for the copy.Our fee of [redacted] is a fair and reasonable charge for the costs associated with preparing a chart for release. As a courtesy this time we will waive the [redacted] charge

Complained about service received. No response from company other than to send a new bill with demand for payment. Concern not addressed.Upon dental visit I was told I would need a crown to repair a tooth. The dentist told me the procedure would be $500 and did not verify with insurance. I expressed concerns that insurance would not cover, but he started the procedure anyways. He essentially ground my tooth down to nothing so I had no choice but to proceed with the procedure.I paid the $500 in full and returned to receive the crown. They then informed me that the procedure was not covered by my insurance and I would be responsible for the full balance. I told them that I would have never agreed to the procedure in the first place if I had known I would be responsible for the entire amount as I could not afford it. The doctor then told me he'd give me the "[redacted] discount" and took half of the balance off. However, this still left a balance of over $200.I wrote a letter to Baystate Dental's billing office with my concerns about this, but they did not respond and sent a demand letter for the remaining balance.I do not feel it is appropriate since it is their responsibility to verify insurance coverage prior to providing the work. Especially since I voiced concerns and the dentist assured me the procedure would not cost me more than $500 out of pocket.I feel that the $500 I paid should consider the matter closed and that they should waive the remaining balance.Desired SettlementThey should waive the remaining balance due to their error and consider the $500 I paid as payment in full.Business Response We apologize for your concerns regarding the payment for the treatment that was completed in our office. According to our records you did present with a problem that needed a solution, specifically a crown in order to resolve your broken tooth, which we were able to complete for you. Unfortunately, we have no control what your insurance company pays. They are a third party and your relationship with them is between you and them. Even when we call insurance companies to verify coverage, they always say "this information is not a guarantee of payment." In your initial new patient paperwork that we have on file signed by you it reviews that as a courtesy to our patients we will bill their insurance, however, it is your insurance policy and you are ultimately responsible to look into your coverage. We also have a financial arrangement signed by you on the date that the crown was performed stating that the full cost of the crown and the complete appointment on 4/2/15 was $1720. It states on that form that you understand you are responsible up to the full fee of $1720. Your crown cost was $1575 and we already adjusted off $675 as an in network provider and then an additional $212.50 to compromise with you on the balance due to the coverage on your plan, which is a total of $887.50 discount and you have paid a total of $452.87 for services that have been completed. If you would like to call the office to discuss further please feel free to give us a call and we can provide additional explanation. You are also welcome to call your insurance company to discuss your coverage and they can provide you with your plan coverage. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Again, the doctor insisted that this procedure would be covered. My only liability would be the 500 which I paid. You should instruct your doctor and your billing staff to not quote pricing without first verifying coverage. This is specifically why I expressed apprehension that the procedure would not be covered.The form you said I signed was an electronic device which only had a box which the doctor said was simply an "authorization to perform the work". I did not see or was not presented with anything with the language that I had a "financial arrangement" and that I was "responsible for the full fee of $1720". The doctor expressly stated that my responsibility for the procedure would be $500, which I paid. He should not have said that if he did not know, because if I knew I would be responsible for $1720, I would have never agreed to the procedure. I sincerely hope this is not the normal procedure of your practice to quote someone one price until they are at a point of no return, then tell them they are on the hook for over $1000 more.Final Business Response Again, we apologize sincerely for any misunderstanding. I will be happy to send you all the signed paperwork that I was referring to. The tablet you are referring to that you signed was the consent for the crown. The other paperwork I mentioned was done with the front desk staff members. It goes over all the fees and our policy regarding billing insurances and explains that we are considered a third party and the relationship with your insurance is between you and them. We bill insurances as a courtesy to our patients but if you ever wish to bill them yourself that is also an option for you. You would simply pay the office the full fee and we can provide you an insurance claim form to submit to them to be reimbursed. I would like to remind you that it was your insurance company that denied your claim. You can always contact them to discuss the denial and request them to reconsider payment or file an appeal.If you have any questions after receiving the documents in the mail, please feel free to call our office to discuss further.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It appears that Baystate Dental has no interest in resolving this, as I've received two letters threatening to send me to collection over this.They also sent signed paperwork which verified my assertion that the doctor and I had an agreement that this procedure would cost me $475 out of pocket.Dr. [redacted] guaranteed that the procedure would cost me no more than $475. Anything else I signed, was under this understanding and after my tooth had already been filed down for the procedure.I can appreciate that you claim that you do not guarantee coverage; however, Dr. [redacted] told me it would be $475 out-of-pocket. He told me he was not going to "nickel and dime" me, and I decided to proceed based on that amount. I told him specifically that I could not afford any more than that. I am still working on paying off my credit card for that amount.I'm assuming that this conversation will end here as Baystate Dental has told me that this is going to collection and has made no other effort to make this right.

Complained about service received. No response from company other than to send a new bill with demand for payment. Concern not addressed.Upon dental visit I was told I would need a crown to repair a tooth. The dentist told me the procedure would be $500 and did not verify with insurance. I expressed concerns that insurance would not cover, but he started the procedure anyways. He essentially ground my tooth down to nothing so I had no choice but to proceed with the procedure.I paid the $500 in full and returned to receive the crown. They then informed me that the procedure was not covered by my insurance and I would be responsible for the full balance. I told them that I would have never agreed to the procedure in the first place if I had known I would be responsible for the entire amount as I could not afford it. The doctor then told me he'd give me the "[redacted] discount" and took half of the balance off. However, this still left a balance of over $200.I wrote a letter to Baystate Dental's billing office with my concerns about this, but they did not respond and sent a demand letter for the remaining balance.I do not feel it is appropriate since it is their responsibility to verify insurance coverage prior to providing the work. Especially since I voiced concerns and the dentist assured me the procedure would not cost me more than $500 out of pocket.I feel that the $500 I paid should consider the matter closed and that they should waive the remaining balance.Desired SettlementThey should waive the remaining balance due to their error and consider the $500 I paid as payment in full.Business Response We apologize for your concerns regarding the payment for the treatment that was completed in our office. According to our records you did present with a problem that needed a solution, specifically a crown in order to resolve your broken tooth, which we were able to complete for you. Unfortunately, we have no control what your insurance company pays. They are a third party and your relationship with them is between you and them. Even when we call insurance companies to verify coverage, they always say "this information is not a guarantee of payment." In your initial new patient paperwork that we have on file signed by you it reviews that as a courtesy to our patients we will bill their insurance, however, it is your insurance policy and you are ultimately responsible to look into your coverage. We also have a financial arrangement signed by you on the date that the crown was performed stating that the full cost of the crown and the complete appointment on 4/2/15 was $1720. It states on that form that you understand you are responsible up to the full fee of $1720. Your crown cost was $1575 and we already adjusted off $675 as an in network provider and then an additional $212.50 to compromise with you on the balance due to the coverage on your plan, which is a total of $887.50 discount and you have paid a total of $452.87 for services that have been completed. If you would like to call the office to discuss further please feel free to give us a call and we can provide additional explanation. You are also welcome to call your insurance company to discuss your coverage and they can provide you with your plan coverage. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Again, the doctor insisted that this procedure would be covered. My only liability would be the 500 which I paid. You should instruct your doctor and your billing staff to not quote pricing without first verifying coverage. This is specifically why I expressed apprehension that the procedure would not be covered.The form you said I signed was an electronic device which only had a box which the doctor said was simply an "authorization to perform the work". I did not see or was not presented with anything with the language that I had a "financial arrangement" and that I was "responsible for the full fee of $1720". The doctor expressly stated that my responsibility for the procedure would be $500, which I paid. He should not have said that if he did not know, because if I knew I would be responsible for $1720, I would have never agreed to the procedure. I sincerely hope this is not the normal procedure of your practice to quote someone one price until they are at a point of no return, then tell them they are on the hook for over $1000 more.Final Business Response Again, we apologize sincerely for any misunderstanding. I will be happy to send you all the signed paperwork that I was referring to. The tablet you are referring to that you signed was the consent for the crown. The other paperwork I mentioned was done with the front desk staff members. It goes over all the fees and our policy regarding billing insurances and explains that we are considered a third party and the relationship with your insurance is between you and them. We bill insurances as a courtesy to our patients but if you ever wish to bill them yourself that is also an option for you. You would simply pay the office the full fee and we can provide you an insurance claim form to submit to them to be reimbursed. I would like to remind you that it was your insurance company that denied your claim. You can always contact them to discuss the denial and request them to reconsider payment or file an appeal.If you have any questions after receiving the documents in the mail, please feel free to call our office to discuss further.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It appears that Baystate Dental has no interest in resolving this, as I've received two letters threatening to send me to collection over this.They also sent signed paperwork which verified my assertion that the doctor and I had an agreement that this procedure would cost me $475 out of pocket.Dr. [redacted] guaranteed that the procedure would cost me no more than $475. Anything else I signed, was under this understanding and after my tooth had already been filed down for the procedure.I can appreciate that you claim that you do not guarantee coverage; however, Dr. [redacted] told me it would be $475 out-of-pocket. He told me he was not going to "nickel and dime" me, and I decided to proceed based on that amount. I told him specifically that I could not afford any more than that. I am still working on paying off my credit card for that amount.I'm assuming that this conversation will end here as Baystate Dental has told me that this is going to collection and has made no other effort to make this right.

Complained about service received. No response from company other than to send a new bill with demand for payment. Concern not addressed.Upon dental visit I was told I would need a crown to repair a tooth. The dentist told me the procedure would be $500 and did not verify with insurance. I expressed concerns that insurance would not cover, but he started the procedure anyways. He essentially ground my tooth down to nothing so I had no choice but to proceed with the procedure.I paid the $500 in full and returned to receive the crown. They then informed me that the procedure was not covered by my insurance and I would be responsible for the full balance. I told them that I would have never agreed to the procedure in the first place if I had known I would be responsible for the entire amount as I could not afford it. The doctor then told me he'd give me the "[redacted] discount" and took half of the balance off. However, this still left a balance of over $200.I wrote a letter to Baystate Dental's billing office with my concerns about this, but they did not respond and sent a demand letter for the remaining balance.I do not feel it is appropriate since it is their responsibility to verify insurance coverage prior to providing the work. Especially since I voiced concerns and the dentist assured me the procedure would not cost me more than $500 out of pocket.I feel that the $500 I paid should consider the matter closed and that they should waive the remaining balance.Desired SettlementThey should waive the remaining balance due to their error and consider the $500 I paid as payment in full.Business Response We apologize for your concerns regarding the payment for the treatment that was completed in our office. According to our records you did present with a problem that needed a solution, specifically a crown in order to resolve your broken tooth, which we were able to complete for you. Unfortunately, we have no control what your insurance company pays. They are a third party and your relationship with them is between you and them. Even when we call insurance companies to verify coverage, they always say "this information is not a guarantee of payment." In your initial new patient paperwork that we have on file signed by you it reviews that as a courtesy to our patients we will bill their insurance, however, it is your insurance policy and you are ultimately responsible to look into your coverage. We also have a financial arrangement signed by you on the date that the crown was performed stating that the full cost of the crown and the complete appointment on 4/2/15 was $1720. It states on that form that you understand you are responsible up to the full fee of $1720. Your crown cost was $1575 and we already adjusted off $675 as an in network provider and then an additional $212.50 to compromise with you on the balance due to the coverage on your plan, which is a total of $887.50 discount and you have paid a total of $452.87 for services that have been completed. If you would like to call the office to discuss further please feel free to give us a call and we can provide additional explanation. You are also welcome to call your insurance company to discuss your coverage and they can provide you with your plan coverage. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Again, the doctor insisted that this procedure would be covered. My only liability would be the 500 which I paid. You should instruct your doctor and your billing staff to not quote pricing without first verifying coverage. This is specifically why I expressed apprehension that the procedure would not be covered.The form you said I signed was an electronic device which only had a box which the doctor said was simply an "authorization to perform the work". I did not see or was not presented with anything with the language that I had a "financial arrangement" and that I was "responsible for the full fee of $1720". The doctor expressly stated that my responsibility for the procedure would be $500, which I paid. He should not have said that if he did not know, because if I knew I would be responsible for $1720, I would have never agreed to the procedure. I sincerely hope this is not the normal procedure of your practice to quote someone one price until they are at a point of no return, then tell them they are on the hook for over $1000 more.Final Business Response Again, we apologize sincerely for any misunderstanding. I will be happy to send you all the signed paperwork that I was referring to. The tablet you are referring to that you signed was the consent for the crown. The other paperwork I mentioned was done with the front desk staff members. It goes over all the fees and our policy regarding billing insurances and explains that we are considered a third party and the relationship with your insurance is between you and them. We bill insurances as a courtesy to our patients but if you ever wish to bill them yourself that is also an option for you. You would simply pay the office the full fee and we can provide you an insurance claim form to submit to them to be reimbursed. I would like to remind you that it was your insurance company that denied your claim. You can always contact them to discuss the denial and request them to reconsider payment or file an appeal.If you have any questions after receiving the documents in the mail, please feel free to call our office to discuss further.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It appears that Baystate Dental has no interest in resolving this, as I've received two letters threatening to send me to collection over this.They also sent signed paperwork which verified my assertion that the doctor and I had an agreement that this procedure would cost me $475 out of pocket.Dr. [redacted] guaranteed that the procedure would cost me no more than $475. Anything else I signed, was under this understanding and after my tooth had already been filed down for the procedure.I can appreciate that you claim that you do not guarantee coverage; however, Dr. [redacted] told me it would be $475 out-of-pocket. He told me he was not going to "nickel and dime" me, and I decided to proceed based on that amount. I told him specifically that I could not afford any more than that. I am still working on paying off my credit card for that amount.I'm assuming that this conversation will end here as Baystate Dental has told me that this is going to collection and has made no other effort to make this right.

I needed my xrays forwarded to my new dentist and they want to charge [redacted] although my insurance company had paid and they are legally mine
I don't feel I should be charged [redacted] to have my xrays transferred to my new dentist