Complaints

This profile includes complaints for Tufts University School of Dental Medicine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tufts University School of Dental Medicine

  1 Kneeland St Boston, MA 02111-1527

• 

  Tufts University School of Dental Medicine

  1 Kneeland St # 5 Boston, MA 02111

• 

  Tufts University School of Dental Medicine

  1 Kneeland St # 3 Boston, MA 02111

• 

  Tufts University School of Dental Medicine

  1 Kneeland St Boston, MA 02111-1527

• 

  Tufts University School of Dental Medicine

  1 Kneeland St # 503 Boston, MA 02111

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:04/25/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 tried to get Tufts Dental to make me a mouthguard(because of my grinding my teeth at night) for over 3 years now. All of the different students that have tried to make me a mouthguard have failed. 4 different students have tried. I paid Tufts Dental School $164.00 for a mouthguard(due to grinding teeth at night) and they have not been able to make me a mouthguard so I asked for my money back and they have not done so.The last student to try to make me a mouthguard, ******** ********, was supposed to make my mouthguard but failed to do so.******** tried 3 times and was unsuccessful and Tufts wont refund the money I paid for it.The first time ******** tried it wasnt even close to fitting in my mouth. The second time was even worse. The third time ******** tried, he ended up canceling the appointment and didnt reach back out to me for over a month. Then after a month, he reached back out to me and he told me that he had lost the third mouthguard. Then I got another call telling me that he had found the mouthguard and we made yet another appointment to try it. Then the day of that appointment, ******** canceled the appointment yet again(he had canceled numerous appointments prior to this final cancellation). So after 4 different students over the course of 3 years failing to be able to make my mouthguard, I gave ***** at this point with dealing with Tufts Dental and the many failures, many canceled appointments and lost mouthguards, I asked for my money back for the mouthguard. Ive talked with their billing department multiple times and they still wont refund the money, but instead have given me a runaround. So Im asking the BBB for their help in getting Tufts Dental to reimburse me the $164 for the mouthguard. On a separate note, Tufts Dental parking fees added up to $150.00 over the past 3 years for this mouthguard and all of their failed attempts, so I would also like to be compensated for that as well if possible.

  Business Response

  Date: 05/06/2025

  Greetings,

  Thank you for reaching out.  We reviewed your account and processed a refund for $169 for the occlusal.  If you have any further questions or concerns, please feel free to reach out directly to TUSDM.

  Regards,

  **** ******

   

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Details for my rejection of Tufts response to this matter:

  Tufts has been telling me since March 30 that they would be reimbursing me for the $169.00.  The whole reason of this complaint is that they have not done so as of yet and they STILL have not done so as of todays date 5/12/25.  They have told me repeatedly that they will reimburse me, but they refuse to do so.  So no, this issue has not been resolved yet and will not be resolved till they actually reimburse me.

  Thank you,

  ***** ****

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/16/2025

  Hi Mr. ***************** you for the inquiry.  I have confirmed that we have released payment.  Check number ****** was issued and mailed on 5/6/25 for $169.

  If you do not receive it in a week or two, please let me know.  I can be reached at ************.

  Thanks,

  **** ******

   

  
  

• Initial Complaint

  Date:01/22/2025

  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 ***** for 6 years. I have been trying to get implants for 3 years now and I'm tired of waiting. I still haven't even has my teeth cleaned. I had 2 3hr appointments. All they did was review my medical history for an hour. They did a gingivitis exam, some bite wings and impressions. I drive from ******** so I always try to get double appointments to reduce travel. I was supposed to be seen in September/October but this is January. I feel like I'm being neglected. On top of this my transmission blew on the way home. I have other work that needs to be done as well. I don't know how many appointments I'm going to need to get all this work done by the end of the semester. Ugh!

  Business Response

  Date: 01/26/2025

  Greetings, the following email was sent to Ms. ***** from our Clinical ****.
  
  Hello Ms. *****,
  
  Thank you for participating in the clinical education of our students.
  I am the **** of Clinics and can help you navigate your care here.
  I have received notice that you have been unhappy with the pace of your care.
  Your current student is in their 3rd year of dental school and your past students have been international dentists earning their US DMD.
  Please let me know if you would like to be transferred to a 4th year student who may be able to treat you more efficiently.
  I have included the lead Practice Coordinator, *** *****, who can help you get reassigned to a new student if desired.
  
  **** K. ****** , DMD
  Assistant **** for Clinical Affairs
  Associate Professor, Comprehensive Care
  Tufts University School of Dental Medicine
  ******************************************************************************
  Room 303A
  ************
  
  Confidentiality notice: This communication and any attachments are confidential, intended only for the named recipient(s) and may contain information that is privileged, attorney work product or exempt from disclosure under applicable law. Receipt by anyone other than the named recipient(s) is not a waiver of any attorney-client, work product, or other applicable privilege. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or the attachments is strictly prohibited. If you have received this communication in error, please contact me or Tufts Medicines ********************* ************************************************************ Immediately, destroy all copies of the communication and attachments. Thank you.

• Initial Complaint

  Date:04/23/2024

  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.

  2/22/2024 $3339.53 I have spent over $ ****** at tufts I have tried for 6 weeks for someone to get back to me regarding an appointment to have my implants put in and I havent received a call back. When I first went to Tufts in 2022 they were very good, but this last experience has been horrible 2 I had gone in for appointments and Do tor ****************** never showed up or forgot and the Professor she reports to is just as useless. When I went in on 2/22/24 my dental implants were made incorrectly so they had to be redone which was fine. They have been done and I have been trying to get an appointment. If they dont have the time or staff for their patients then they shouldnt be taking their money.

  Business Response

  Date: 05/02/2024

  **** ******************,

  Thank you for reaching out to Tufts University School of Dental Medicine.  We very much value you as a patient and pride ourselves on providing quality care to all of our patients.

  Since this message, you were seen in the clinic on Thursday, April 25.  Your resident provider decided to change the abutments and to make a new impression. We anticipate the next appointment will be for delivery of the prosthetic.  

  If you have any additional questions or concerns, please feel free to reach out the School directly.

  Regards,

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

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On July 19, 2023, I was billed $159 for a procedure before I saw the dentist. However, it was determined the procedure was not necessary and therefore was not to be billed (refunded). This type of refund was taken care of in another similar instance without issue in the past. This refund though was never received. Since that time, I have requested numerous times to have the refund processed and was told it would be. I have spoken with ************** and ******, both in person and over the phone, about this and nothing has been done and phone calls are not returned. In my last voicemail messages to each, I explained I would have to escalate this matter if I did not hear back. I have had no choice to file this complaint. It's improper billing and failure to address a client's requests/concerns.

  Business Response

  Date: 03/02/2024

  Greetings,

  The Associate Director of ************************ has been in communication with ******************** and they are working collaboratively through a resolution.  Below is a summary of the patient account.

  The student provider confirmed that the patient was not promised the night guard at no cost. She called the patient and explained/confirmed that this was never promised.

  Below is a brief summary with supporting documentation attached.  
  On July 19, 2023, ******************** made a payment of $159 for an occlusal(night) guard (D9944).  Patient has Mass Health (MH) dental insurance: The procedure is not covered by MH and a Non-covered Waiver agreement was signed by the patient.
  On August 22, 2023, ******************** was scheduled for a Labial Veneer procedure (D2962) and made a payment of $312. A Non-covered Waiver agreement was signed by the patient.
  The procedure did not take place, and the payment was refunded to his credit card on August *******.
  On October 19, 2023 the occlusal guard was delivered and the payment made on July 19, 2023 of $159 was applied to the procedure.
  
  Supporting documentation:
  
  Payment receipt
  Refund receipt
  Patient Statement  

  Regards,

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

  Executive Associate ****

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

  Customer Answer

  Date: 03/04/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On May 6, 2023, I had a 15-minute appointment at Tufts Dental School's ************************** I was charged $105.00 for this on my **** card. I have dental insurance as a rider on my medical plan for $1000/year. This visit was submitted to the insurance company, allowed on 5/24/23 and cashed on 5/30/23. I spoke to the *************** on June 6, was told that the money was not there, that it would take 2-3 weeks to resolve. After a month, I called the insurance company and was told that a $16K check had been sent to Tufts Dental on May 30 for multiple patient reimbursements, of which approximately $34.00 was included for this claim, although my insurance statement indicates that about $75 was allowed for this claim. The insurance company filed grievances with Tufts on July 5/6, July 19, and July 20, 2023 because multiple calls to the *************** phone line are routinely sent to voicemail and neither I nor ********** receive any callback. On July 19, 2023, I contacted the Associate Director of Patient Experience, ****************** at Tufts. He indicated a formal complaint was forwarded to the manager of Clinic Billing Operations for review. I was referred to Advanced Dentistry's Patient Manager, *******************. On July 19, I also received a phone call from the ***************'s **** ***** who said I would receive a check within 2 weeks. Nothing has been received to date. On 8/3/23 ******************* indicated that a credit needs to issue to the original credit card, to call her or the *************** to provide that number, despite having **** tell me that they could not credit the credit card but had to issue a check. Today I called the 3rd Floor patient line and was again forwarded to the **************** where no one picked up and I had to leave another voicemail. No matter what Dental School phone number I use to complain about this, I am merely forwarded to the *************** number ********** and no one picks up the phone.

  Business Response

  Date: 08/10/2023

  Dear ***********************************, 

  Thank you for the inquiry.  Our Associate Director of Revenue Cycle followed up with you on August 9, 2023.

  We were able to locate the original CC payment on the credit card machine.
  
  Prior to processing the credit card refund, we contacted you to apologize for the confusion and to inform you that a credit card refund is possible without providing the number over the phone. 
  
  A refund receipt was emailed to the email address on file.

  If you have any additional questions or concerns, please contact directly.

  Regards,
  *********************

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

   

  Customer Answer

  Date: 08/10/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I have received the business's email and still await clearance of the charge on my credit card, which the credit card company indicates is pending. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************************************