Business Profile

Dentist

Gentle Dental

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gentle Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

159 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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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:06/10/2025
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.
In 2023, after a couple years of having orthodontic care (braces) through Gentle Dental, I wanted to get two veneers for some small teeth I have in front. After having paid a premium price per tooth and a lot of back and forth, I was fitted with two veneers. One of them broke within the first month. It was replaced by them without charge. After now moving, and seeing two new dentists, I've been informed that the same veneer now has a cavity forming inside the veneer pocket. This can be due to: improper prep of the tooth, poor bonding and sealing, an open margin, etc. I reached out to their corporate complaints line on 04/29/2025 and was told I'd hear back within 2-3 business days. I never heard back from anyone. I called again about a month later, no answer but left a voicemail. In general, my experience with GD was never smooth or reassuring. I only stuck with them because I had already began my braces with them. I'm now being quoted near $1,000 to remove, clean and replace this veneer that's not even two years old. I have meticulously cared for my dental health, especially since financially committing to years of braces and veneers. This is very unfortunate.
Business Response
Date: 06/10/2025
Good morning Ms. ******************* style="font-size: 0.875rem;">I apologize for the delay. We will gather information to better assist you and talk to you about a resolution. I have submitted an urgent request to have the business manager give you a call ****. - Thank you!
Initial Complaint
Date:06/05/2025
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.
My husband and I visited Gentle Dental Mililani (parent company/corporate office is Gentle Dental, *************************************************************************************************) for our biannual dental cleanings and preventative x-ray screenings. We have ************************************* which covers these preventative visits 100% in full. However, for about a year now, we've been receiving bills from Gentle Dental claiming that we owe several hundred dollars for cleanings. Upon receiving the first bill, we contacted the office and were told that yes, this was an error and that they had submitted our insurance claim incorrectly somehow, but that they would fix the issue. Months and months passed and we continued to receive statements reflecting the same amount. We have contacted the office repeatedly over a year's time and have been given the same message that the error will soon be fixed and that they were waiting on either insurance or a reply from their corporate office in **. Just this past month (May 2025), we were told that they finally corrected the bill for my husband ***** *****, but did not correct the bill for myself (**** *****). I contacted them once again today (June 5) and was told that they submitted another claim adjustment to the corporate office in ** via email, but have no way of knowing when it will be resolved and that it could take another several months for a response.We currently have a bill (a copy is attached) reflecting a balance of $229.00 due for services that are 100% covered by our insurance. We have been waiting about a full year for Gentle Dental to correct their own billing error and need the company to zero out this balance and provide us with a corrected statement ASAP.
Business Response
Date: 06/05/2025
Hi Ms. ****************** style="font-size: 0.875rem;">Thank you for reaching out to us. Please allow us to review your account. We will contact you within 48 hours. Thank you!
Customer Answer
Date: 06/10/2025

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.They have contacted me via phone and also provided physical evidence that my account has been corrected at long last.

Sincerely,

**** *****
Initial Complaint
Date:06/02/2025
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.
My disabled son got an infection and needed to have one wisdom tooth removed, while at the emergency visit in ***** AZ, the surgeon said she would extract the 4 wisdom teeth just because. I told her to just extract the one that was an emergency and Ill see later about the rest. She insisted since he was going to be sedated already to have all removed, I was upfront and told her if I cant afford it I wouldnt do it anyway. She called the office staff angrily, she seemed to be bothered I was not just doing what she said. They told me the copay was 500 some dollars, I agreed and paid upfront. Weeks later I get a bill of $600+ dollars because as per them my insurance didnt cover the anesthesia or something. I understand such things happen but I would have not been in that situation if the surgeon didnt pressure me to have them done with the worst bedside manner.I called the office and at first they were nice but then referred me to a lady named ***** who was rude and wouldnt acknowledge I went there for one emergency extraction and ended up having four and after paying 500 got another surprise bill.She went on and on about her own medical experiences and now she did this and that, I told her the call wasnt about her but my kid and she was super rude and told me she would let the surgeon know, who knows for what reason, but told me anyhow I ow that money and have to pay it. I do not know if this falls under the No surprises act but for sure they way they treated me, both the surgeon and the accounts person was not professional in any way.The surgeon besides being mean, and pushing me to have the 4 teeth removed, didnt allow me to stay with my son who could have very well bolted and run for the door. She told me to wait on the parking lot and didnt even prescribe any antibiotics for the infection. We have been clients for 5+y at another location and never had such issues. Definitely not going back!
Business Response
Date: 06/10/2025
Good Morning *** *******,

We apologize for the inconvenience. Please allow our team to gather all information that is needed to best assist you. Someone will call you within 48 hours. - Thank you!
Initial Complaint
Date:05/21/2025
Type:Billing 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 am filing a complaint about Gentle Dental Del Lago in *********, ** due to inappropriate billing and unprofessional conduct by the office manager and dentist.I was charged $175 for an unspecified dental procedure (code D2999) without being informed what it was. I later learned the charge was for removing a filling a service that is already included under my DeltaCare USA HMO plan when a new filling is placed. I never consented to this charge, nor was I given any documentation or explanation. This happened 3/25/25 When I returned to the office on May 19, I was laughed at, dismissed, and repeatedly referred to as young by the office manager, which felt belittling and inappropriate. The dentist also yelled at me for raising concerns about the work she performed. This was an incredibly uncomfortable and hostile experience.I have filed a formal grievance with Delta Dental (CMP #******) and submitted a complaint to the California Dental Board due to the billing issue and conduct.I am requesting that this charge be removed and that appropriate disciplinary action be taken by the business.
Business Response
Date: 05/21/2025
Good afternoon Ms. ****************** style="font-size: *****rem;">Thank you so much for reaching out to us. Please allow us to gather information that is needed to better assist you. Someone will give you a call within 48 hours to discuss resolution. - Thank you!
***** Alvarez
Customer Answer
Date: 05/31/2025

Complaint: 23352770

I am rejecting this response because:
not complete

Sincerely,

****** *****
Business Response
Date: 06/02/2025
Good Morning *** *****,
I apologize for the delay. We are trying our best to get the necessary information that is needed to better assist you. - Thank you!

Business Response
Date: 06/02/2025
My apologies for the confusion.
To Whom It May Concern,
We are writing in response to the recent inquiry regarding the dental services provided to the patient.
The patient was presented with the basic restorative option covered under their insurance benefits,specifically an amalgam filling. After being informed of both available options, amalgam and composite, the patient elected to proceed with the composite filling, which is considered the optimal treatment in their case. The associated fees for both treatment options were clearly communicated prior to the procedure.
The insurance claim for this encounter was submitted accurately; however, it appears the claim was processed without applying standard plan limitations, exclusions, or optimal treatment planning considerations. As a result, the procedure code D2999 will be adjusted accordingly.
We will issue a refund of $175 to the patient, returned to their original form of payment.
We are committed to transparency and patient satisfaction and hope this resolves any concerns regarding this matter. Should any further information be required, we would be happy to provide it.
Initial Complaint
Date:04/15/2025
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 originally went to them for Invisalign orthodontics for a tiny gap in the front on my lower teeth. First, I had my teeth cleaned using my insurance, which covers cleaning and x-rays, but they said I needed to do additional things as well. ******, ******, ******! They also said I needed a crown on my upper molar because it would crack. Second opinion elsewhere said not necessary. Back at there office, the ******* said I really should get it done before I do Invisalign. Well ok I said. The first ******* that did my crown did a horrible job. Within 30 days they had a new ******* who redid the crown. While I was waiting for the permanent crown to be made, the temporary crown fell out several times. Each time, make an appointment and have them put it back in. One of those times, the assistant left a string on the tooth then applied the temporary. Well that temporary fell off that evening since that string which should have been removed messed up the seal. They are very incompetent. Now, at the completion of Invisalign on my bottom teeth, a molar next to my crown (which is the one they did and which now has a gap due to the crowns incorrect size) connects with my lower tooth incorrectly. Please note that I had braces in my teens and my bite was not an issue, in fact I let the orthodontist know that my molars connected perfectly (prior to Invisalign).The new orthodontist (which took the place of the original orthodontist days before my Invisalign session completed) proceeded, at my hesitation, to drill off the part of my molar that was connecting incorrectly. I told her to stop because she was drilling away enamel. She wasnt listening to my concern and I requested to speak with ******, the office manager. ****** said I would have to pay more money if I wanted Invisalign on the upper teeth to correct the movement of the molar that the crown created. I told her they should pay that expense since they created that problem. She said I need to pay more money.
Business Response
Date: 04/16/2025
Good afternoon *** ***********,

Thank you for bringing to our attention your concerns. So, we can better assist you could you please provide us with the name of the office that you went to? - Thank you!
Initial Complaint
Date:04/15/2025
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 went into Gentle dental for an emergency, I was told by ***** itll be 69 then they will tell me how much after should I proceed. I go in see the ** PRIOR TO PAYMENT AND WAS HIT WITH 205. I went in for pain to get an extraction and went out with more pain and no antibiotics or something for the pain. When I asked if I'm going to be seen today the lady said "NOT TODAY KID" I went into just for them to basically xray and have ppl look at me to charge for different ***** That's a rip off.
Business Response
Date: 04/16/2025
Good morning Mr. ****************** style="font-size: 0.875rem;">Thank you for reaching out and we apologize for the inconvenience. Could you please provide me with the office name so we could better assist you. - Thank you In Advance.
Initial Complaint
Date:03/17/2025
Type:Product 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.
Gentle ****** overcharged me a year ago. Still waiting refund
Business Response
Date: 03/17/2025
Good morning, Ms. **************************** you please provide us with the name of the Gentle Dental office so we can better assist you. - Thank you!
Initial Complaint
Date:03/06/2025
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 am writing to express my profound dissatisfaction with the deceptive practices and negligent care I experienced at Gentle Dental Happy Valley on November 19th, 2024. Dr. ******* ****** assured me my son's four cavities were minimal and single-surface. However, the billing statement reflects four two-surface posterior composites, a blatant contradiction to his initial assessment. The extended procedure time was not due to the complexity of the fillings, but to his assistant Kats critical error in providing the wrong material, forcing a complete redo of the all 4 composite sites because the material was soft and wrong for intended application. This incompetence resulted in unnecessary trauma for my son. Furthermore, after a month of being ignored and lied to by the front desk staff, who claimed to have left a message I never received, it's evident Gentle Dental is attempting to defraud me and DeltaCare. I demand a thorough review of the billing and a correction reflecting the actual procedures performed. This level of dishonesty and incompetence is unacceptable.
Business Response
Date: 03/17/2025
Good morning Ms. ************** truly apologize for the inconvenience. Please allow us to gather information to better assist you. Someone will give you a call within 48 hours. - Thank you!

***** *******
Initial Complaint
Date:02/26/2025
Type:Product Issues
Status:
UnresolvedMore 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.
My partial YELP review explains:***** *.Ferndale, ** Dec 12, 2024 On 11/17/2023 I chose this place to get my teeth extracted and full dentures. Before I made the appointment, I gave them my insurance info which includes a $3000. yearly dental plan. They looked it over and said ok so I figured it was a done deal. I paid $6424. They missed part of a tooth, painful. I had them check it out a couple times and they kept grinding away on the dentures because their Xray machine was not adjusted right, I knew they missed it. In May 2024 they discovered I was correct on missing part of a tooth. They sent a text to pick a date (which I saved and still have) and as always I asked if there would be a charge for it and the answer was, "No charge =)". Then I received a bill for $764. on top of a previous bill for the work. What shocks me is that they want another $2220. from me. On May 22, 2024 I asked for a new set of dentures because they obviously missed the ***** Dentures were only worn 4 or 5 times in 6 months and were super loose because of natural healing and shrinking of my gums.I never thought they would deny me but that's what happened. I got a letter from them that said in part, "We have carefully reviewed your chart, and x-rays as well as all available information. Although we understand how you feel, we have found the treatment you received to be within the standard of care and are unable to waive, refund and/or reimburse you for any costs associated with your treatment. It is our sincere hope that you will continue your patient/dentist relationship with us."This is within their standard of care? Unbelievable!I no longer want a replacement set of dentures because I don't trust them at all. I want my bill wiped clean and the cost of the dentures refunded. $6424. is plenty to get my teeth pulled!!!***** ****** = Director Of Operations and ********* **** = Regional Clinical Director. They turned me over to collections. Avoid this place, you have been warned!
Business Response
Date: 02/26/2025
Good Afternoon *** *****,

Thank you so much for reaching out to us. Please allow us to gather your information to better assist you. Someone will reach out to you within 48 hours. - Thank you!
Customer Answer
Date: 03/05/2025

Complaint: 22937028

I am rejecting this response because: Nobody contacted me in 48 hours. Just look at the date!!!!

Sincerely,

****** *****
Initial Complaint
Date:02/10/2025
Type:Sales and Advertising 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.
End of January 2025 I went to gentle dental on river road, Eugene ****** I went at 8:30 am with pain in my tooth- I was told that they couldnt help me since they had one doctor and 1 assistant and I could have to wait til noon and if I left I would lose my place in line and she also said they only x-ray To determine the problem and couldnt see me til sometime in June-I had to see a dentist in ****** ******/had a fractured tooth-since I saw an out of network thru *********this cost me $672 plus another $500 to get a fake tooth this was unacceptable and they owe me that money/I am not like them-bad business and they didnt care-i had the fractured tooth-I couldnt wait til June/this is absolutely disgusting
Business Response
Date: 02/10/2025
Good Afternoon *** *****,

Thank you so much for reaching out to us. Please allow us to gather information to better assist you. Someone will reach out to you within 48 hours. - Thank you!
Customer Answer
Date: 02/12/2025

Complaint: 22916577

I am rejecting this response because:

Sincerely,

****** *****
Customer Answer
Date: 02/12/2025
I guess I did not understand-I will accept the 48 hours they said they will get back to me
Business Response
Date: 02/24/2025
Good ******************** We were informed our practice manager reached out to you on February 14th.
Customer Answer
Date: 02/26/2025

Complaint: 22916577

I am rejecting this response because:

Sincerely,

****** *****

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Gentle Dental is NOT a BBB Accredited Business.