My experience with Natick Family Dental was nothing less than horrific.
It began in 2021 and the first dentist I was assigned seemed promising, he expressed a philosophy of non-invasive dentistry and I got the impression he was level-headed and trustworthy. He left the practice shortly thereafter. I then am assigned a new dentist who replaces a cracked crown and seems decent, if not all that great of a communicator. She left the practice. Then I am assigned a third--all in the course of two or so years. This was the first red flag.
Then when I expressed a need to treat my bruxism and sleep apnea and was looking at an oral appliance as an option, they offered to fit me for one and have one sent to be made. The problem was they were out of network. Therefore, in order to have them do this, a prior authorization for an out of network provider was required by dental insurance. This proved to be challenging as their office seemed to have ongoing difficulties in properly submitting the prior authorization, which involved going back and forth between my dental insurance and their office. This led me to a conversation with Natick Family Dental's office manager, Cindy, who, when discussing submitting a prior authorization as advised by my dental insurance, discouraged me from proceeding with it, expressing that it was a "headache" for her. I was appalled that Cindy had the gall to say this to a patient. I reported this to her boss and somehow, the prior authorization was finally submitted properly to my dental insurance; it was then that I was actually directed by them to a in-network service provider who could provide the oral appliance. Natick Family Dental's office proved to be unwilling to accomodate, even if it meant losing business from a patient. But I stuck with the practice because I did appreciate the current dentist I was seeing and all the dental hygienists/assistants were always kind and personable. This was reassuring.
A few months ago, the replacement crown that was put in my mouth less than two years prior by the second dentist I saw had fallen clean off of its post while I was eating--I wasn't anything hard or crunchy food either, but it just popped out. I was flabbergasted and made an appointment to have it promptly replaced. The dentist, while not willing to outright say it, implied that the other dentist who left the practice did an inadequate job. The crown was replaced and I wasn't charged anything extra, which is only expected.
Now I am no longer feeling confident with the practice and seriously consider leaving the practice altogether. I had been paying in monthly installments the balance for the original replacement crown. I was down to my remaining balance, called the office, and asked to make a payment which was taken over the phone. Previous payments had been automatically debited but I'd previously asked to halt them. So the payment was processed and then I find there is another charge deducted from my account for the same amount, when there was no longer a balance. That was reversed. It was a pain and another sign that I needed to get out of there. At this point, I'd already found a new dentist and wanted to close this chapter altogether. I got my x-rays send to me and I was on my way.
Fast forward one month later. I find another charge deducted from my account. Their billing department never turned off the automatic debit. I couldn't believe it. The next morning I went to my bank to place a stop payment and block from their making any further transactions. I then visit their office and demand that they remove my account information from the records. The woman who I spoke with, and a nearby dental hygienist, both who were familiar from past visits, were kind and empathetic. But then there was Cindy, sitting at the helm: she turns to the woman who's speaking with me and says curtly, "what's the problem?"
I turn to her and say, "What's the problem? Your office stole my money. You're Cindy, right? The one who said my prior authorization was a 'headache?' I want no involvement from you, she's taking care of everything. I don't want anything to do with you." You can imagine at this point I am utterly gobsmacked at the incompetence of their billing department for doing this and with my history with the practice, I had enough. Cindy then says, "I am going to call the police." I kid you not. This so-called office manager threatened to waste law enforcement's time to come to their office because she was called out for her unprofessionalism. You can't make this stuff up. While I did raise my voice, I was in no way hostile or threatening, just really upset at all the troubles I faced. The woman who was initially speaking with was kind enough to continue helping me and seemed disapproving of Cindy's behavior, but was understandably limited in expressing that. I received an email confirming reversal and removal of account information. The horror was over.
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