Gentle Dental

I have spoken with [redacted] about the issueRefund has been credited back to her cardI did explain that there was a process of once the check was mailedThere was a time limit on when we were able to stop payment on the check if not received Tammy Lovies GD Fresno Practice Manager

11-23-16This patient came in for Exam & X-ray on 3-1-then again on 3-24-for a cleaning after being billed on 5-16- We received a denial from the insurance spoke to patient at that time & resubmitted claim at that point insurance sent a partial payment of $called to find out why the whole claim was not paid was hold to resubmit at that time Monies was moved to patient Pt received a bill and paid $at that time on 8- We received another denial the claim was closed & Pt received another bill spoke to insurance & resubmitted claim for a 3rd time as of this date no payment from the insexcept $48.00.If the insurance does pay and it produces a credit we will process a credit other wise pt is responsible for the bill there has been communication with this patient all along enclose is copies from the insurance companySincerely, Mary L

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

January 24, 2018Dear [redacted] ,Thank you for your letter dated 12/28/On 1/4/! called our patient [redacted] I explained that we had to cancel her appointment because our doctor was going to be away for the holidayI told her we left her three messages trying to reschedule the appointment and never heard back from herWe had her on our follow up call list and would have tried to contact her again in the near futureShe stated she never got the messagesI apologized for the confusion and asked if she would like to schedule an appointment and she said she wouldShe was upset because she thought we had closed the office for good and she had pre-paid for the next phase of treatmentI assured her that was not the case, we have been here for many years and look forward to many moreShe said she was relieved and scheduled an appointment for 1/22/She also scheduled an appointment for 5/22/to continue treatment.This was just a misunderstanding and has been resolved to everyone's satisfactionPlease call me if you need any further information on this matter.Sincerely,Joy BManager

December 30,Dear [redacted] ,We spoke today about the reason why this reply is so lateI do appreciate your understandingYes [redacted] was a patient of ours on 8/3/Her account shows she had a cleaning, fluoride, some x-rays, exam and a filling on tooth #& #She left with a receipt showing a balance of $that needed to be paidI did not see anything on the account that [redacted] had contacted the office in any way about the balance for [redacted] After a certain period of time the account would move along into our collection processOnce ! received your first letter I researched the account and [redacted] 's chart does not mention that the fillings were done that dayOnly that there was decay in these teeth and these fillings were neededI guess the account was billed in error though I have never seen this happen beforeOnce we realized the mistake, the account was removed from any collection status and I have made an adjustment of $to the account, her balance in now $0.00.I was wondering why [redacted] had not contacted our Haverford office prior to filing this complaintThis is when I realized she has separate accounts at our Springfield and Collingdale officeMaybe it is possible that she contacted them thinking she was contacting our Haverford office.Thank you for your time and understanding, Sue C [redacted] Gentle Dental Regional Office Insurance/Collections

To whom it may concern: [redacted] a patient of record was seen 03-07-and had multiple fillings done.The Insurance fee schedules were change but Gentle Dental did not receive an updated fee schedule from [redacted] 's Insurance carrier [redacted] received a bill and contact the office regarding her billWe informed her what happen with the insurance carrier not providing the fee scheduleHaving [redacted] contact us we realized we have to check all accounts under this insurance carrierAfter numerous attempts with the insurance to straighten the fee schedule we have decided we will take our lost and adjust the balance on ** [redacted] account to $0.00.Thank youRachel T.Office Manager

From: *** *** Date: Fri, Jun 10, at 9:AMSubject: Complaint ID: ***To: [email protected] morning,I just wanted to inform you that Gentle Dental Center City has sent a new bill with interest addedPlease see attached
Thank you

Response:Dear Ms***, Thank you for taking the time to bring your concerns to our attentionWe apologize for any billing issues you have encounteredIt is essential for you to know our primary goal is patient satisfaction and excellent serviceAfter carefully reviewing your account, we show
that you were billed for Date of Service 4/13/in the amount of $We received payment from your insurance, Delta Dental on 6/30/However, the check was never posted to your accountWe realized there has been a billing error and have adjusted your account in the amount of $Your account will now reflect a zero balanceWe send our sincerest apologies for any inconvenience we may have causedWe thank you for choosing us as your dental providersIf you have any questions regarding your account please feel free to contact us at *** ***Sincerely, *** *** Practice Manager

I was very disappointed with my partners service at this location She came in because she had lost a crown She had asked to have it replaced This location took her x-rays, told her everything else was fine, and to schedule a follow up appointment to get the crown put in When she attempted to call over the course of two months to schedule an appointment she was not able to reach anyone, neither did anyone reach out to her So, instead she had to go to a different dentist, that dentist found several additional things wrong with her teeth as well as told her that there was not enough tooth to put a new crown on, and that she would just have to replace it again in a few months Because of going to a different dentist, this office sent the x-rays to our insurance company after the second dental visit to a different office, and therefor our insurance rejected the claim and we received a $bill for those x-rays I have not paid that bill, and instead attempted to reach out to the billing office almost a month ago 5/ At that point I spoke to a representative expressed my frustration and was told a supervisor would be calling me back I made sure that the person I was speaking to had my number I never received any kind of call back from anyone, but instead I received a new bill in the mail I have been incredibly disappointed with these interactions and that this office has repeatedly failed to be accessible or to return calls

January 24, 2018Dear ***,Thank you for your letter dated 12/28/On 1/4/! called our patient *** ***I explained that we had to cancel her appointment because our doctor was going to be away for the holidayI told her we left her three messages trying to reschedule the
appointment and never heard back from herWe had her on our follow up call list and would have tried to contact her again in the near futureShe stated she never got the messagesI apologized for the confusion and asked if she would like to schedule an appointment and she said she wouldShe was upset because she thought we had closed the office for good and she had pre-paid for the next phase of treatmentI assured her that was not the case, we have been here for many years and look forward to many moreShe said she was relieved and scheduled an appointment for 1/22/She also scheduled an appointment for 5/22/to continue treatment.This was just a misunderstanding and has been resolved to everyone's satisfactionPlease call me if you need any further information on this matter.Sincerely,Joy B. Manager

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

December 30,2015Dear [redacted],We spoke today about the reason why this reply is so late. I do appreciate your understanding. Yes [redacted] was a patient of ours on 8/3/15. Her account shows she had a cleaning, fluoride, some x-rays, exam and a filling on tooth #3 & #14. She left with...

a receipt showing a balance of $118.00 that needed to be paid. I did not see anything on the account that [redacted] had contacted the office in any way about the balance for [redacted]. After a certain period of time the account would move along into our collection process. Once ! received your first letter I researched the account and [redacted]'s chart does not mention that the fillings were done that day. Only that there was decay in these teeth and these fillings were needed. I guess the account was billed in error though I have never seen this happen before. Once we realized the mistake, the account was removed from any collection status and I have made an adjustment of $118.00 to the account, her balance in now $0.00.I was wondering why [redacted] had not contacted our Haverford office prior to filing this complaint. This is when I realized she has separate accounts at our Springfield and Collingdale office. Maybe it is possible that she contacted them thinking she was contacting our Haverford office.Thank you for your time and understanding, Sue C[redacted]Gentle Dental Regional Office Insurance/Collections

I have spoken with [redacted] about the issue. Refund has been credited back to her card. I did explain that there was a process of once the check was mailed. There was a time limit on when we were able to stop payment on the check if not received.   Tammy Lovies GD Fresno Practice Manager

My daughter had her wisdom teeth out in August and I was charged the "contracted" $850.00. In early November I noticed that the claim had still not been filed with my insurance company so I started inquiring. The dental office made some excuse about a new employee that didn't know what they were doing. I FINALLY got them to submit the claim after repeated calls from both myself and my insurance company. A couple of weeks later I got the explanation of benefits from my insurance to find out what I had suspected all along... gentle dental had OVERCHARGED me by double!!!! They owed my approximately $425.00 and when I got suspicious and started looking at my old bills and EOB's, I see that they have overcharged me every single time that I paid them and never refunded me anything. It is now December and I have been battling back and forth with them for almost two months to get my refund. Every time that I call (and go in), Theresa, the office lady tells me that she will make the appropriate calls and try to get things moving but I never hear back until I wait a week and call her. I finally had to scream and yell and hop up and down today to get them to give me back the money that they agree that they owe me. It has been 4 months that I have been making calls and trying to get them to do what is right. Ridiculous! IF you choose to go here, I would NEVER pay them a cent until you first call your insurance company and figure out what is the actual amount that you owe. If you don't, gentle dental will most certainly overcharge you and it will take you months of aggravation to get your money back!

P.S. I warned my friend before her daughter got her wisdom teeth out there and sure enough...they tried to overcharge her double!!!!!

11-23-16This patient came in for Exam & X-ray on 3-1-16 then again on 3-24-16 for a cleaning after being billed on 5-16-16.  We received a denial from the insurance spoke to patient at that time & resubmitted claim at that  point insurance sent a partial payment of $48 called to...

find out why the whole claim was not paid was hold to resubmit at that time.  Monies was moved to patient Pt received a bill and paid $98.00 at that time on 8-1.  We received another denial the claim was closed & Pt received another bill spoke to insurance & resubmitted claim for a 3rd time as of this date no payment from the ins. except $48.00.If the insurance does pay and it produces a credit we will process a credit other wise pt is responsible for the bill there has been communication with this patient all along.  enclose is copies from the insurance company. Sincerely, Mary L.

December 30,2015
Dear [redacted],We spoke today about the reason why this reply is so late. I do appreciate your understanding. Yes [redacted] was a patient of ours on 8/3/15. Her account shows she had a cleaning, fluoride, some x-rays, exam and a filling on tooth #3 &...

#14. She left with a receipt showing a balance of $118.00 that needed to be paid. I did not see anything on the account that [redacted] had contacted the office in any way about the balance for [redacted]. After a certain period of time the account would move along into our collection process. Once ! received your first letter I researched the account and [redacted]'s chart does not mention that the fillings were done that day. Only that there was decay in these teeth and these fillings were needed. I guess the account was billed in error though I have never seen this happen before. Once we realized the mistake, the account was removed from any collection status and I have made an adjustment of $118.00 to the account, her balance in now $0.00.I was wondering why [redacted] had not contacted our Haverford office prior to filing this complaint. This is when I realized she has separate accounts at our Springfield and Collingdale office. Maybe it is possible that she contacted them thinking she was contacting our Haverford office.Thank you for your time and understanding,
Sue C[redacted]Gentle Dental Regional Office Insurance/Collections

[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: [redacted]
I am rejecting this response because:Attached, are the claims submitted to [redacted] (my dental insurance), with whom I have just spoken. Gentle Dental RESUBMITTED THE SAME CLAIM THREE TIMES --- instead of submitting a claim for each procedure needed for coverage payment (i.e. cleaning).GENTLE DENTAL NEEDS TO SUBMIT THE PROPER CLAIM TO [redacted] instead of the same claim (which was already paid) over an over.Additionally, I was told three times by Gentle Dental that there would be NO COST to me for my visit for any of the procedures performed (I asked before each step), as it was covered by my insurance and they accepted my insurance. This has turned out to be untrue and misleading.Also, since [redacted] PAID for the x-rays, I am not understanding why I was ALSO billed (especially since I was told that there would be no cost as my insurance was accepted). AND EVEN IF I was required to pay the balance (which was misleading and malpractice), the balance shown on the [redacted] claim was $74 ($122 total - $48 [redacted] payment).  I was billed (and paid) $98 for those same x-rays that were already paid by my insurance!!  So, even allowing for a balance, they still overbilled me for the x-rays.
GENTLE DENTAL HAS NOT SUBMITTED CLAIMS FOR ANY OTHER PROCEDURES AS OF TODAY.Thank you to Revdex.com for all of your assistance in this matter!!
Regards,
[redacted]

See Attached:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please note that I contacted the Haverford office on multiple occasions and my calls were not returned. I am not sure why the regional manager has no documentation of this. 
Regards,
[redacted]

January 24, 2018Dear [redacted],Thank you for your letter dated 12/28/17. On 1/4/17 ! called our patient [redacted]. I explained that we had to cancel her appointment because our doctor was going to be away for the holiday. I told her we left her three messages trying to reschedule the...

appointment and never heard back from her. We had her on our follow up call list and would have tried to contact her again in the near future. She stated she never got the messages. I apologized for the confusion and asked if she would like to schedule an appointment and she said she would. She was upset because she thought we had closed the office for good and she had pre-paid for the next phase of treatment. I assured her that was not the case, we have been here for many years and look forward to many more. She said she was relieved and scheduled an appointment for 1/22/18. She also scheduled an appointment for 5/22/18 to continue treatment.This was just a misunderstanding and has been resolved to everyone's satisfaction. Please call me if you need any further information on this matter.Sincerely,Joy B. Manager