ComplaintsforNew England Dental Group

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 2020, My veneers of 30 years finally broke. New England Dental Group installed new front veneers. I wrote a letter complaining right away. The left tooth was longer and thicker than the right veneer and of lesser quality. The right veneer had a dent in it. Exactly one year later, March 2021, the left veneer broke. In May 2023, the left veneer broke again. It was a very expensive, painful procedure that took months to heal each time they had to fix it. It cost approximately $2700.00. Before I got veneers installed at New England Dental Group, I could eat ribs, apples, and corn on the ****, now I have to cut my food in little pieces.

  Customer response

  01/24/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/13/2023, I had a dental cleaning at NE Dental Group at their ******** office in ****** under the assumption that my dental insurance would apply as with previous visits. Notedly, I only attended NE Dental under the knowledge that they were "in network" for my dental insurance. This was my second appointment following the change in ownership for this dental practice. I had been notified by email of the change and that there would be little to no changes (see email attached). My bill from my previous dental cleaning on 1/31/2023 (shown in yellow on the invoice attached) was $76.69, which amounted to 20% of the total amount, and 80% was covered by my dental insurance (Delta Dental Total PPO). The amount of this payment was similar to previous payments before the practice changed ownership. As with my previous visit of 1/31.2023, after my visit on 4/13/2023 NE Dental told me that they were going to submit my visit to my insurance for payment (80%) and then they would bill me for my part (20%). I was shocked to receive an invoice for $335.13.What had happened is that NE Dental, decided in the process of submitting my invoice for insurance coverage, and without notifying me beforehand, to change their insurance agreement and become an "out-of-network" provider in terms of my Delta Delta PPO insurance. After submitting the paperwork for payment to my insurance and being paid the corresponding 80% or $161.87, according to their "in-network" agreement charges ($251.19), which would have left $89.32 (or 20%) for me to pay, NE Dental instead added dentist and hygienist fees for a total of $335.13 justifying this increase to a decision to change their agreement to "out-of-network". This happened in the process of submitting the claim to my insurance and before ever notifying me of the change.I would have never gone through with an appointment if I had been told that they were no longer "in-network". NE Dental should charge as agreed "in-network" or $89.13.

  Business response

  08/25/2023

  Dear ******, thank you for bringing this matter to our attention. NEDG is very committed to achieve the highest level of care for its patients. Our apologies for any inconvenience or frustration this situation may have caused. Although, our team is trained and committed to have a clear communication with patients regarding their treatment and costs, sometimes things do get lost in translation. According to our notes, our team had communicated to you that under the new ownership, the office was no longer in Network with your insurance. However, if there was a miscommunication between you and our front team, we extend our sincere apologies to you. As a curtesy for the inconvenience this has caused you, we will be adjusting your account for the difference between in and out of network fee. We will send you a new statement with the updated balance. We hope that this meets your desired outcome and hope to treat you in the future. We wish you a wonderful day! 

  Customer response

  08/28/2023

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

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