ComplaintsforBaystate Dental P.C.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/17/23 I went in to be seen for a chipped tooth . A few options were presented, which I went with having a crown attached as it was a tooth that also supported my partial. I was told by the office staff that insurance would not cover the procedure and the cost out of pocket would be 612.11. Although it was allot of money for me, I decided to go through with it. There was never any mention of the possibility of future out of pocket expenses. On 8/31/23 the crown prep was done with a temporary crown attached and on 9/14/2023 the permanent crown was put on. At these two appointments I paid the 612.11 which they had highlighted on the statement. Approximately 2 weeks ago I received a bill for 1019.48. I called the office to question the additional charges and was told they submitted the treatment to the insurance and it was denied. Had I known this, I would have never had the procedure done and told the office this. The person on the phone put me on hold and came back with an amount of 545.58. I still could not understand why I was getting this additional charge, or how they were able to reduce the amount so quickly. They suggested I call Delta Dental so I did. The representative I talked with suggested I could file a grievance but I probably would not get any type of reimbursement. I did not know what to do, I thought I was taken advantage of, but decided to take the reduced amount. I called the office and asked them to send me the statement with the reduced amount and was told if I wanted that price I would have to pay with a card right then. I did pay the amount, but I feel I was taken advantage of, and they were not up front with me. I have lost all trust with this office and will never go back!

  Business response

  02/22/2024

  Baystate Dental has received the complaint filed with the Better Business Bureau and appreciates the opportunity to respond. Baystate Dental's primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with Baystate Dental's policies and applicable laws and regulations. We have referred the matter to the Regional Management team which will investigate the allegations made. Baystate Dental will contact the complainant directly to discuss this complaint and obtain additional information. Baystate Dental values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction. 

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 19th of 2023 I had my first appointment with Baystate Dental in the Northampton office for a routine cleaning. At this appointment I asked if the dentist would removed attachments I had on my teeth from a previous provider. The dentist agreed to remove my attachments at a later date. On the same day I scheduled an appointment to remove attachments for January 9th of 2024 at 9:30am. *Please see files attached for the rest of the complaint *

  Business response

  01/12/2024

   Can you please review and provide clarity to the consumer compliant so we can move forward with next steps? The multiple "customer statement" attachment are challenging to follow and it seems there is an missing attachment (possibly IMG5047) Thank you.

  Business response

  01/17/2024

  Request for a revision to complaint and additional information was sent to BBB on 1/12/24. The multiple "customer statements" attachments are unclear with what seems to be a missing attachment (possibly IMG5047). Please revise to provide clarity on the complaint details so the matter can be investigated and resolved. Thank you.

  Customer response

  01/17/2024

  There is no attachment missing. I am not understanding what the confusion is regarding my complaint.

  Customer response

  01/18/2024

  Id like to resolve this issue by receiving an apology from the office supervisor who spoke to me rudely, and threatened to put my account into collections due to miscommunication on their end. I felt that the situation could have been handled differently such as professionally instead of blaming me nonstop for not being aware of a payment along with threatening to put my account into collections day of if payment wasnt received. Check out staff even looked uncomfortable with how supervisor handled the situation. Id also like to extend the time to make the payment as well. Or if Baystate Dental is willing to reduce amount owed that would work as well. I am a new patient and had a good experience with the dentist and hygienist and would like to continue receiving dental treatment from this office because of that reason. 

  Business response

  01/19/2024

  BBB spoke directly with the business, and due to privacy issues they will be resolving the issue directly with the consumer.

  Customer response

  01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 12,2013, I had my teeth cleaned at Bay State Dental in Northampton Ma. After the cleaning, I was informed that I owed $114.38, and that my ****************** dental benefit was used up. I replied that was not the case, but was assured that it was. I paid the bill with my ********************* account credit card. The following day, I contacted ******************, and was informed that I had not used any of the benefit, and that the $114.38 charge would be covered. . I subsequently called Health Equity, seeking to have the charge reversed . Health Equity denied the request, saying the charge was legitimate in their view. I would like Bay State Dental to reverse the charge, and bill ******************. To date, they have prevented me from speaking with the billing department, and although they admitted their mistake, have refused to explain how they intent to make amends. Thank you

  Business response

  01/16/2024

  Baystate Dental has received the complaint filed with the Better Business Bureau and appreciates the opportunity to respond. Baystate Dental's primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with Baystate Dental's policies and applicable laws and regulations. Baystate Dental contacted the complainant directly to discuss all concerns. Baystate Dental values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution.

  Customer response

  01/17/2024

  Bay State Dental has not contacted me to discuss the situation, contrary to their written response. What is required of them is to reverse the credit card charge made to Health Equity, and charge ****************** for the cleaning. ****************** has confirmed that the cleaning is covered by my account with them. If I had not been prevented fro speaking with the billing department, this issued could have been easily resolved to the satisfaction of all involved parties. I encourage Bay State Dental to contact me, either by phone or email. They have the needed information for either method of contact.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 10th 2023, evaluate for treatment, new patient visit. requested pre auth, patient treatment plan and amount i owe consistently provided to me and i paid as expected per financial agreement. 7/18th paid 184 7/19th co pay 36 8/3 182.40 paid in full . treatment completed 8/10 received bill for full crowns, 1265.60* my balance owed as i had no crown coverage with my insurance. I was not aware i did not have crown coverage, requested pre auth prior to treatment . NEW insurance and i was transparent i needed pre auth, and office did submit but did not disclose i had not coverage, denied in getting the denial from insurance co. Insurance stated it was sent on May 12th .they did follow up with my request, But office lead me to believe that is all i owed per financial agreement during treatment. I continued to get my portion of the care that i owed and paid accordingly. Unfair office practice for a customer that wanted full disclosure on cost prior to the work. Full conversation with dentists providing care also reassured me i would know prior to treatment. I paid 265.60 in good faith in October to avoid fees and credit debt collectors while we can resolve this concern i have. Transparent it was not , I changed plan of care by dentist due to cost, for 2 crowns vs the crown on right the initial eval was for. I want the office to accept my good faith payment and clear my balance. I spoke with office, wanting to speak with dentist, owner, legal team, her supervisor, and no luck . Dead end with any listening to my concerns. New office manager clearly states it was the old office manager involved . she transferred to another office i believe. I don't have names

  Business response

  11/02/2023

  Baystate Dental has received the complaint filed with the Better Business Bureau and appreciates the opportunity to respond. Baystate Dental's primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with Baystate Dental's policies and applicable laws and regulations.
  
  When discussing finances with a patient it is stated that this is an estimate. We do not know what the insurance will pay until they receive the claim for review and processing of payment is complete. Any remaining balance after insurance has processed the claim is the patient's responsibility. This is an answer we must give to all patients. We apologize if this may have come across as discourteous. As the insured individual, the patient can look at their contract and find the rates and service eligibility prior to coming in for an appointment. Nevertheless, the Office Manager contacted the patient directly to address all concerns and determine a successful solution. 

  Customer response

  11/02/2023

   
  Complaint:************
  
  I am rejecting this response because:

  I requested a pre authorization of the amount I owed for the services. Each visit I asked if the amount was what I owed after insurance. The office did not disclose that they did not receive a response back from the insurance just gave me my financial agreement.

  If I did not have insurance I would have rights to dispute the disclosure of total cost  with the office . But because I carried insurance with no coverage for crowns I owe 100% after services are rendered . The fact are, office should have that info, asked for a pre cost amount my amount after insurance . The office submitted it  I was lead to believe I had great coverage .  Just have the patients call themselves and get amount we will owe , but I don't believe  we can get that  specific information.. Why did they drop the ball on my request and bill me 100,%after services rendered ! I am aware now my insurance we chose new as of April sucked , but was not aware when I asked the OFFICE  to submit pre authorization!  Office dropped what is there responsibility. Office needs to own  process they tell customer they are doing for them!  My financial agreements was consistently updated with the July and Aug visit . Seems like shady practice on office part someone missed something! I asked to speak to higher up the chain with no follow up. Also no agreement was made with office manager only I owe the balance. I would like to speak to someone in person, I would like to know who the legal team is and I would like the office to admit they "missed" or did not follow procedure for the pre authorization. I would love a chance to speak with my dentist as requested. No surprises were promised, office failed at that promise . 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After numerous phone calls to the Baystate Dental P.C. (********* office), I have yet to receive a satisfactory answer to this question: When will I see the refund? The relatively new office manager Bree has told me the refund check must come from their corporate office, in *******. After a progression of steps taken by Bree, I am told if the attempt to refund against an older cancelled credit card doesn't work, their corporate office would release the refund check. Unfortunately, I see this issue as a very poor customer service response. It borders on incompetence or willful neglect.I am now in the process of looking for a new dental provider. Baystate Dental P.C. has lost my trust.

  Business response

  11/16/2023

  Given the requirements of HIPAA and other privacy laws and regulations, Baystate Dental cannot fully respond to the complaint through the Better Business Bureau forum. The Better Business Bureau would need to provide a HIPAA-compliant authorization form signed by the complainant that fulfills HIPAA privacy requirements to disclose detailed information about the complainant's dental health or the facts and circumstances in this particular case. Nevertheless, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints. The practices Leadership Team investigated the allegations made and contacted the complainant directly to address all concerns. The matter was resolved successfully.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 21, 2023, I met with a Baystate Dental dentist experiencing a painful gum. Following an Xray of my 78-year-old jaw, I was informed a tooth needed to be extracted and I agreed to that procedure and told a tooth would be added to my existing dental appliance. When I left the office, I was told the charge would be $704.50 and I paid it and was told I could pick up my repaired appliance the next afternoon. At home when I could finally look inside my mouth, I found that three teeth had been removed. When I returned to the office to retrieve my appliance, I was told someone had made an error and I had to pay an additional $705.75 before they would release my repaired appliance. My complaint, if I knew my appliance repair would cost an additional $700, I may have got by with my old one. My effort to resolve the matter fell on deaf ears and I left the office without the appliance I needed to chew my food. When I reviewed the total charges, I discovered I was charged $207.75 for the removal of each tooth and $249 for each of the three teeth added to my appliance. Extracting one tooth for $207 seems fair as does the $249 cost to add a tooth to my appliance. But extracting three teeth at one time and adding 3 teeth to my appliance at one time should not cost the same as extracting three teeth on three separate appointments. I need my appliance, I'm willing to pay a fair price for the service they provided. But it seems unfair to me that they are able to charge whatever they want without obtaining my permission, charging me the same rate as if I had three separate appointments on three separate days and withholding my appliance hostage until I agreed to pay a cost I felt was primarily a result of their error. If I'm being unfair let me know but otherwise, I would accept and appreciate any assistance you can offer to help me resolve this seemingly unfair practice.

  Business response

  08/24/2023

  BBB spoke directly with the consumer and they advised that the business reached out and resolved the issue.

  Customer response

  08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  After I filed my complaint with your office yesterday, I received a call in the afternoon from Baystate informing me I could pick up my appliance and they implied I was "all set". I appreciate that but they tried to hold me hostage for inflated charges. This firm has 13 separate offices, if this is a standard practice with each office, I would think the BBB would want to confirm they are not doing the same thing to other patients , now or in the future.
  
  Sincerely,
  
  Frank Lombard

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/22, I had a crown installed by Dr. K of Baystate Dental/Wilbraham, MA.. The inside face of the tooth has become unglued and opens like a clam shell when I eat a chewy candy. Food gets caught underneath the crown as well. I had an appointment with Dr. K on 1/27/23 to re-glue the tooth. He would not re-glue the crown and suggested the only course of action was to grind down the crown with a diamond drill. He said "The tooth is solid, but I don't want you to think you are imaginging things." I do not appreciate gaslighting. The crown was never right: when the technician removed the excess adhesive from around the crown, I could feel it being pulled out from beneath the crown. There was noticeable gap between the gum and the crown. I mentioned this to Dr K. His response was that the gum would expand to close the gap. The did not close and the adhesive has failed. I would like to get my crown reattached, by someone other than Dr K.

  Business response

  04/03/2023

  ****** was seen on 03/27/23 by Dr. Obioma P who removed the crown in question, cleaned any excess cement off of it and recemented it.  Patient left happy.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my 6 month bi annual appointment scheduled for Jan 28 2023 at 8am at the Chicopee office. I spoke to the office the second week of January to confirm my appointment. On Jan 21 I received a text message confirming my appointment which I replied yes to confirming. I waited 15 minutes outside of a closed business with no one in site to open. Upon contacting both the office directly, the after hours emergency line and calling another office that is open today I was informed that the current office I had an appointment scheduled never scheduled anyone on the books for my appointment today. This is by far the worst customer service I've ever expierenced. I'm requesting to get an appointment ASAP as I shouldn't have to wait another 6 to 8 months for an appointment that was scheduled and that I showed up for. This is disgraceful business practice and the office manager deserves to be fired or seriously reprimanded for this unexcusable practice.

  Business response

  01/30/2023

  Our sincere apologies.  The appointment was confirmed and should have been rescheduled as the providers in the office called out.   The office will call to reschedule asap.   We are very sorry for the miscommunication.

  thanks

   

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 7, 2022 I went to see this dentist for the first time and they claimed that I need a cap for one of my tooth they told me how much I had to pay $589.96 so I paid it. I got Ill I canceled the procedure because I just felt that there was nothing wrong with my tooth no pain nor discomfort called them, emailed and even sent **** mail and they are just ignoring my request for a refund.

  Business response

  07/13/2022

  Baystate Dental of ******* has received the complaint filed with the Better Business Bureau and appreciates the opportunity to respond. Given the requirements of HIPAA and other privacy laws and regulations, Baystate Dental cannot fully respond to the complaint through the Better Business Bureau forum, as in order to do so, Baystate Dental would need to provide the Better Business Bureau with detailed information about private health information and the facts and circumstances of a particular case. The Better Business Bureau has not provided Baystate Dental with a HIPAA-compliant authorization form signed by the complainant that fulfills HIPAA privacy requirements and allows Baystate Dental to share the complainant's private health information.
  
  Nevertheless, this matter has been resolved directly with the consumer.  Thank you.

  Customer response

  07/13/2022

   
  Complaint: 17475081
  
  I am rejecting this response because O did not get a full refund there is $52.22 missing?
  
  Sincerely,
  
  ***********************

  Business response

  08/10/2022

  I was on vacation for a week and a half and I already submitted for her ***** to get reimbursed to her. Not sure what else I can do when this was turned to DCA's refund department.

   

   

  Thanks.

  Customer response

  08/10/2022

   
  Complaint: 17475081
  
  I am rejecting this response because:

  Hello

      I am still waiting on the partial refund. They have not resolved it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ************** had a painful tooth and went to BayState Dental of Springfield on Dec 14, 2021. He was referred to BayState dental of WEST Springfield for a cone beam scan done on Dec 16. The upfront out of pocket cost was $450. He was told he would get the results in 48 hours. Its been 3 months now, there was lots of calling both West Springfield and Springfield offices for results or a refund neither was achieved. BayState dental of West Springfield won't remove the charge, they told my credit card company investigation team that they satisfied their duty by completing the scan and it is on Springfield's office to make it right. BayState dental of Springfield never gave me my results and would not make a follow up appointment after several attempts. They said several times they would call *** back to make an appointment and never did. Springfield now realizes this charge is not fair and their office manager is trying to get west Springfield to remove the charge but it doesn't seem that they are having any luck convincing them to remove this charge. At the end of February *** had to re-purchase a cone beam scan from another local dentist (*****************) costing another $400 and he received results the same day. Please see letter I sent to ********* for more details.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/25) */ Contact Name and Title: **************** Contact Phone: ************ Contact Email: **************************************** The refund has been processed. The credit card company denied the dispute for the charge in favor of Baystate Dental. Baystate Dental has honored the refund and has apologized directly to the patient for any inconvenience. Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the credit from BayState. My credit card did deny it because they gave me a letter saying BayState of West Springfield satisfied their responsibility and denied my dispute originally. I reopened the case because they needed more information. Not sure why BayState denied my original dispute, I think that was very wrong and unethical but I'm happy this nightmare is over.

*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. ↩