Complaints

This profile includes complaints for Great Hill Dental Partners LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Great Hill Dental Partners LLC

  20 Holland St Ste 400 Somerville, MA 02144-2749

• 

  Great Hill Dental Partners LLC

  100 Grossman Drive, Suite 210 Braintree, MA 02184

• 

  Great Hill Dental Partners LLC

  122 Chelmsford Street Chelmsford, MA 01824-2732

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  Great Hill Dental Partners LLC

  188 Needham St Newton, MA 02464-1596

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  Great Hill Dental Partners LLC

  1610 Tremont Street Boston, MA 02120-1613

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:05/04/2025

  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 was scheduled to get my wisdom teeth taken out on 7/25/2024. The bill that was provided to me was going to total to $3564.00. After the estimated deductible, insurance, and write offs, the estimate bill that I was responsible for was $1585.10 (this estimation was created on 5/28/2024). I paid in full with a credit card before the surgery on 7/25/2024 (as seen on the attached receipt). After the surgery, I receive the *** from my dental insurance company, Delta Dental, a month after surgery (dated 8/10/2024) and it said that I was only responsible for $502.66 under the patient pay column. I went back to my dentist and asked about the difference as soon as I found out and they had tried to help me out. I was promised a refund at first, and they seemed to have trouble processing the refund at times, and I had to constantly call to follow up about my issue. There were emails sent back and forth where they were in processing things, but it seemed like it was not a priority for them. Finally, they told me I had a limit of $1500, so they could only refund me $85.60 (the attached check stub dated 4/16/2025). I was confused as the insurance plan limit from Delta Dental was $1500, but Gentle Dental was the one who overcharged me. I sent an email explaining this and asked for more clarification and emphasized that if I got no response, I would assume that they could not provide an answer to me. As of today (5/4/2025), I have not gotten a response back, which means I should still be owed $996.84. I tried constantly for the past few months, so now I've decided to file an official complaint because no one could give me the refund I'm owed. Thank you.

  

  Business Response

  Date: 05/08/2025

  Thank you for the opportunity to address our patient. We take our concerns seriously. Your feedback is important to us. Your insurance does not cover medical for extractions and we are not contracted with medical. We did submit to medical so we could get the explanation of benefits denial to send to the dental insurance as requested  by *****. Your dental insurance processed the claim but you maxed out. The explanation of benefits states that you are responsible for the extractions in the amount of  $1213.40. Please check your dental portal for your updated eob . If needed we can send this to you. No additional refund will be given.

  Thank you

  Customer Answer

  Date: 05/08/2025

  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. 

  Thanks for the response, I appreciate it. I would like to point out that the argument for the maxed out claim from insurance is invalid because I am saying Gentle Dental overcharged me, not Delta Dental. Gentle Dental should have taken more write-offs than what was originally estimated, aka the original estimation was off. If I thought there were issues with the insurance, I would talk to Delta Dental.

  I have two issues before I am satisfied:
  1. Confusion about EOB - Please provide updated EOB, I apologize that I did not have the most updated one. I called Delta Dental and heard the most updated claim (#***************). I have requested a physical copy because I noticed that the claim was processed in 2025, which is a little strange to me, so in addition, please provide an explanation if you know more. I have records based on our phone calls as to where the first three claims (#***************, #***************, #***************) came from and can explain in detail if needed, but I have no idea where the fourth and final claim (#***************) came from. If you don't give a response, I will assume that it was a mistake and will stand by the first claim I originally attached (#***************). Once the correct EOB is confirmed with all the correct services, I will accept the resulting number under the Patient Pay column.
  
  2. Refund from Gentle Dental is still required, no matter which EOB is correct
  
       If original claim (#***************) is correct, my original argument still stands, I am still owed $996.84

       If updated claim (#***************) is correct, I am owed $286.10    ---> $1585.10 (what I paid, original receipt still attached) - $1213.40 (theoretical Patient Pay) - $85.60 (the refund I got already) = $286.10
  
  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,

  Jada

   

   

  

  Business Response

  Date: 05/14/2025

  Thank you for letting us respond to the patient's concern. Per your insurance company explanation of benefits your co-pay is $502.66 and $1213.40 which totals $1716.06. You had been given a professional courtesy of $250.00 leaving you with a balance of $1466.06. You paid $1585.10 leaving a credit of $119.04. $33.44 was your co-pay for the 12/7/24 visit. This left you with a credit of $85.60 which has already been refunded to you. If you feel that Delta Dental has given the wrong amount on the explanation of benefits of what your co-pay is ,this is what we go by then they will have to reissue new explanation of benefits. 

  Thank you.

• Initial Complaint

  Date:04/29/2024

  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.

  I made appointment to go to this dentist office at the ****** location Nov 20th 2023 after calling to make sure my insurance would be taken. At the counter they said my insurance was not dental **************** could not see me as a new patient without me paying full price. The card I provided them was my dental insurance card so I prompted double check. They said they couldnt see my insurance type *********** blue shield) in the system at the moment but would recheck after the visit. I told them I COULD NOT be seen if ANYTHING was NOT covered by my insurance bc I WOULD NOT be able to afford it -so I need it checked before I visit.We made my visit for a later time. I ONLY came back for the cleaning bc I received a text from someone at the front named ******* (still have this text) that they spoke to my insurance and the visit would be covered with FULL COVERAGE! After the visit , November 22 I got text of a $558 bill ! I immediately called and spoke to management and they let me know to IGNORE THE **** bc they HAVE NOT sent the bill to my insurance yet. After this I recieve a paper bill and ANOTHER text about the ******************* $558 ! I call again , I was told the same thing and told I would be called back. Was never contacted- but In DECEMBER I received ANOTHER text in attempt to collect $558 ! I called immediately (notes in photo) was told the manager was on vacation but they will send to my insurance and was told I would only need to pay $25 deductible when the bill is sent. I went in person in January they said same thing. We are now in the end of April and my father (the provider of my insurance) was sent a bill to HIS JOB demanding the $558 or its going to collections !!! My parents did research and apparently they filed it but my visit was NOT covered (the x rays they required me to take even though I did not want them) and I now have to pay over $340 out of pocket? I want a refund immediately -I would have never came if my visit was not covered I was LIED TO!

  

  Business Response

  Date: 05/09/2024

  Thank you for letting us respond to our patient. We take all of our concerns seriously and your feedback is important to us. The office staff had spoken to the patient regarding the insurance. We had made a phone to call to her insurance company and had a three way call with BCBS, ******** and the front desk staff so we could resolve this matter. An insurance check in the amount of $218.74 was sent to her father. We don't send bills to the workplace unless that is the address was given to us. We told the patient that when we receive the check for the services rendered then we will adjust her account. The patient paid us the money that her insurance company had sent her and leaving the account with a zero balance.

  Thank you.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair 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.

  have had many billing problems with this dental company. I have had three visits with the dentist and each time I get overcharged. The last two were corrected. My most recent appointment was 1/22. Prior to my appointment I called the office and asked if this appointment was a regular cleaning, which would be free through my insurance. I was assured it would be. When I was leaving, I was told I owed $63. I asked for the woman I spoke with and she assured me she would correct the billing code for the regular cleaning i was assured i was getting. I was then informed the hygienist/doctor that treated me that day would call me. I never received a call. I am now getting billed for $113. I called today and asked to speak ti the office manager. I was assured I would be contacted and the call never came. At this point I want the billing corrected to what I was told prior to the appointment, I also want my records sent to me as I will never go there again.I also called my insurance and verified my coverage.This complaint is from thr ********* ** location. For some reason I select braintree and it defaults to **********. Idk if ********** is the main ofc

  

  Business Response

  Date: 02/15/2024

  Thank you for giving us the opportunity to address our patient concerns. We take our concerns seriously and your feedback is important to us. We have to bill what was done not by what the insurance company pays for. We understand that you had been given different information. We will be giving you a courtesy discount on your balance leaving you with a zero balance on your account.

  Thank you.

  Customer Answer

  Date: 02/16/2024

  [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,
  
  ***************************

  Customer Answer

  Date: 06/04/2024

  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. 

   

  This is a second complaint regarding the same issue. The initial complaint received resolution. The resolution was I was not going to be billed per the phone call I made prior to my appointment on 1/22/24. That phone call was made prior to the appointment because this business continually billed me incorrectly. I called and asked if this appointment would be my annual appointment which would cost $0. I was told yes. When I was leaving the appointment I was told I had to pay. I spoke with the women I had made the phone call to and was told that the $0 would be honored. It wasn't. I filed a complaint with the BBB and the resolution was I would not be billed. I am still being billed. I received a bill for the same appointment for $113, $60, and now $63.

  

  Business Response

  Date: 06/06/2024

  Thank you for giving us the opportunity to respond to our patient. A courtesy should of been given to you as we stated you would not have a balance on the account.  You have been given a professional courtesy for the bill of $63.00 that you received. The balance on your account is zero. You should not be receiving any more bills regarding this. 

• Initial Complaint

  Date:12/20/2022

  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 went to Great Hill Dental as a new patient on 09 November 2022, for a cleaning. I specifically stated that I only wanted a cleaning, however they insisted that all new patients needed to have x-rays. I told them I recently had comprehensive x-rays completed and could have them mailed. They took several x-ray anyways. They did not take enough full mouth x-rays, so I dispute their ability to provide a "comprehensive oral exam" with incomplete x-rays.I thought I would only be billed for $79 (per their "New Patient Special"), however they charged my insurance provider $556. The special mentions nothing about needing to be a non-insurance carrying patient and is misleading.

  

  Business Response

  Date: 02/29/2024

  Thank you for letting us respond to our patient. Originally did not respond since we did not receive this .We take all of our concerns seriously. Your feedback is important to us. For all new patients we need to have x-rays and exam before just doing a cleaning. If a patient has had a FMX we would just take bitewing x-rays and single x-rays if needed to diagnose with a limited exam until we receive the x-rays that they had previously taken. We never received his x-rays. The office tells all of the patient to have the x-rays sent to us. We only billed his insurance company $272.05 not $556.00. If a patient is going to do the new patient special they would have to let us know at the time of service .All patients can take advantage of the new patient special whether a non insured or insured.  

  Customer Answer

  Date: 03/04/2024

  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. 

  1. Great Hill Dental has never reached out to me as they state in their response. Unless they are claiming their response to you (BBB) is responding to me? Also confused how they can claim that they "did not receive this" - did BBB not reach out to them when complaint was originally submitted?

  2. They can't even keep their story straight. Claim that "new patients need to have X-rays and exam before cleaning", however, I had a cleaning and they supposedly never received my full X-rays. They admit they did not conduct a full x-ray (saying they only did bitewing and single x-rays) but they charged me for a full x-ray anyways (original complaint). 

  3. My insurance company was charged $556, why would I make up such a random number. But congratulations, I no longer have Delta Dental and cannot pull up those records to disprove.

  4. I was told the new patient special was ONLY for non insured patents, when I originally asked why I was being charged so much. 

   

  
  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,

  ****