Complaints

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

close

Find a Location

Gentle Dental has 152 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gentle Dental

  2260 E Imperial Hwy Fl 8 El Segundo, CA 90245-3501

• 

  Gentle Dental

  6600 S Gator Creek Blvd Sarasota, FL 34241-9721

• 

  Gentle Dental

  7450 Quivira Rd Shawnee, KS 66216-3526

• 

  Gentle Dental

  3630 Central Ave STE 6 Riverside, CA 92506-5903

• 

  Gentle Dental Care

  1725 E Warm Springs Rd Ste 2 Las Vegas, NV 89119-0421

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:08/16/2023

  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.

  I completed 2 years of orthodontic treatment through this facility. The plan over the course of the 2 years was to complete crowns on several molars at the end of treatment. I had the braces removed in October and had a crown scheduled through their office in January. I was told that I had to do the crowns with them in order to avoid a fee for a replacement retainer. When I arrived to my January appointment, they claimed I had no insurance despite the fact I am the plan administrator for my company and I knew we had renewed and premiums were paid. The dentist who was in office at the time, requested I receive treatment anyway and the office manager refused. I was told via email by the manager (******- who has been completely non responsive) that the plan had changed and I needed pre-authorization and she would submit that. Months went by and I left a dozen messages. I finally had to drive down to the store and ask a receptionist what was going on. She said no approval was sent, but that she would that day. Again nothing for a month. I then got our ****** rep involved who stated the dentist office never submitted anything and that ****** would expedite my claim once they received it. I have emailed Gentle Dental 3 times since then as well as left voicemails and they have not returned a single correspondence. This is outrageous and egregious treatment of a patient seeking essential medical care who has no option but to see them. It is now mid August and I have been attempting to schedule this appointment since January 1st. I would like them to follow through and make sure I receive the medical care that I have been seeking for months, prioritize patient care and waive any retainer fees that *** occur if they continue to be unable to provide this care and I seek care elsewhere.

  Business Response

  Date: 08/28/2023

  Thank you for reaching out.

   

   Please allow us to gather information so we can better assist up. We will reach out to you within 48 hours. 

   

  Thank you! 

• Initial Complaint

  Date:08/07/2023

  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.

  Okay so I had all four of my wisdomteeth removed on the 8th of May 2023 by a specialist, after getting the run around for over a year from Gental Dental & being sent from one office to another bc they weren't comfortable performing my operation, only after the removal of all 4 wisdomteeth did I try to schedule a appointment with Gental Dental again bc of food that had become stuck into several of my surgery openings & that I was having difficulty removing causing discomfort & slight pain, after I called to schedule a appointment the food dislodged itself making it so I no longer was in pain and didn't really need to be seen anymore especially bc the drive is a hour and a half each ************* don't own my own vehicle, so i rely on medical *********************** to help me get to and from my appointments, so I called & left a message canceling my no longer needed appointment, well because of that cancelation now that I Need emergency dental, due to the fact that I woke up with pain ***ntense ********************* in my lower front four teeth, they don't want to schedule me bc of the past cancelation/ no show, even tho I tried to explain that My medical transportation provider needs more than a day or two inorder to get my rides approved and scheduled not 24 hrs like the Gental Dental office gave me over the ************ called them and told them that I use medical transportation and I could try to see if they had any availability to get me to a emergency appointment but they could not, they said they require at least 3 to 5 days notice prior to the appointment date to guarantee their services I explained all this to the individual I spoke with originally at GD about my New & very uncomfortable issue, & bc one of the employees put me down on the schedule anyway, even tho I told them I can't guarantee I can get a ride to the appointment scheduled for the following **** *** couldn't so now I'm Being punished & they refuse to schedule me and expect me to come over a hour and a half each way and just hope that they might have an opening this is WRONG! They can't treat people this way especially when it's as serious as possibly loosing my front four teeth!!

  Business Response

  Date: 08/08/2023

  Good Afternoon ********************* we apologize in advance for chain of events and inconvenience. So we can better assist you, can you please provide us with the name of the office.

   

  Thank you In Advance,

   

  ***********************;

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  I got Invisalign braces in 2020 with Gentle Dental. The treatment was completed and everything is fine. I received treatment there all the way up till 2022 and returned mid year in 2023. In 2020 the insurance my job provided changed to a new company and it was updated with them.I didn't think anything of it, because I kept going there for treatment through 2021 and 2022 with no issues being brought to my attention and had no hassle with my insurance when it came to any claims. Fast forward to 2023 when I schedule an appointment with them in June for a new retainer and all the old staff is pretty much gone and new staff replaced them. I got notified that I owed them $406.80 back from 2020 and the reason I'm being notified so late is because, the old staff dropped the ball and was not doing their job apparently (a lot of other people got notified of these late charges too, I was told...). I inquired about what treatment the $406.80 was from, but they couldn't tell and said it was ***** and that was all the explanation that I got other than my insurance was terminated when my company switched providers. I asked for some kind of print out explaining the charges, but all I got was a page of my treatment dates and none of it really made sense. The print out they gave me also had an old address on file that I hadn't used since 2019 and I filled out numerous forms for them over the past 3 years with an updated address. I ended up paying the $406.80, but I feel this is probably their cost to eat with it being so late and that they couldn't provide any proper documentation on this specific bill they wanted me to foot.

  Business Response

  Date: 07/17/2023

  Good Afternoon,

   

  Can you please provide us with Gentle Dental name so we can better assist and find a resolution. Thank you!

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20330581
  
  I am rejecting this response because: I didnt see much of a response. All I saw was Can you please provide us with Gentle Dental name so we can better assist and find a resolution. Thank you! I provided documentation that has my name on it. I dont quite understand their response 

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

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Services were rendered on 03/10/23 and 03/17/23 at the Gentle Dental on Oracle at **********************************************. Account number is ********. Billing was sent to insurance which then paid out based on the Explanation of Benefits (EoB). Gentle Dental was in network and part of the **** Due to being paid Gentle Dental should not have requested any additional money from me as they already collected payment from the insurance company and balance billing was not allowed for any services that were covered and paid out by the insurance company. During a call with Gentle Dental on 05/15/23 about the first billing statement received after the services, Gentle Dental claimed that there was an audit done on my account, and wanted additional payment of $252.58. The itemized bill that I received matched the EoB that I have from the insurance company and the amount being pursued by Gentle Dental matches the *** savings of the attached pdfs less a single line of "Insurance Write-Off". I contacted he insurance company on 05/15/23 and they said they would talk to Gentle Dental. The following month I received another statement from Gentle Dental and contacted the insurance company on 06/20/23 and they said that Gentle Dental should have resolved the matter and they again contacted Gentle Dental and talked to ****** and sent over the EoBs explaining that I did not owe anything.I received another statement from Gentle Dental following that most recent call from the insurance company and Gentle Dental. I talked to ****** at the office on 07/17/23 and she said it would be forwarded to the office manager, but it has already been 3 months of back and forth with the matter being unresolved despite the insurance companies involvement.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  I had a temp. crown put in 6/13 & was scheduled to return Tues. 7/11, for the follow up. Apparently, sometime last week, Gentle Dental decided to close that office. They called me on Friday 7/7, from their *********** offc. demanding that I change to either 7/10 or 7/12. I told them that I work both days (too short ******** ***** RUDELY said accept the change, or you wont be treated, because my Tues. apmnt is cancelled period. She then said that I could drive to *********** to get the rest of my work done,,.THEYRE OUT OF THEIR MINDS IF THEY THINK THAT I AM DRIVING TO ***********! I was literally half-way through my crown procedure, either I jeopardize my job, or Im just out-of-luck! I then tried calling my Valencia dentist offc, but they never would answer their phones. I spent the next 2hrs., calling around the various offices about my crises. No help, but I was told the district manager *********************, would be informed of the urgency of my situation & call as soon as possible. They even said if not Fri. afternoon, he may call me Sat. due to the urgency of my situation. Not only this clown not call me Friday or Saturday, he never called at all! I spent another 1/2 hr Sat. trying to call their corporate offices, again to no avail. Mon. morning, I spent another full hr of my AM calling the various offices again, because the *************** was STILL NOT ANSWERING THE PHONES! When I called the corporate office in *********, ** & selected the option to speak to customer service, their phone system simply HANGS UP ON ME. Finally, while I was on the phone fighting with one of their other offices, I got a phone call saying that my apmnt., which was only a slightly over 24 hrs away at this point, was back on. IT SHOULD HAVE NEVER BEEN CANCELED IN THE FIRST PLACE!! THEY COST ME A MASSIVE AMOUNT OF TIME & STRESS OVER THE WHOLE WEEKEND.********************* & the rest of the unprofessional, irresponsible decision makers at Gentle Dental corporate, should be held responsible.

  Business Response

  Date: 07/17/2023

  Good Afternoon ******************,

   

  Can you please provide us with full Gentle Dental name so we can better assist and find a resolution. Thank you.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20322699
  
  I am rejecting this response because: I do not understand what Gentle Dental is asking...the "full Gentle Dental name" that they are asking for is the Gentle Dental office at the following address: ************************************************************************** *****. As I said in my complaint, I was scheduled for a follow up visit to replace my temporary crown with the permanent one, on 7/11th. The temporary crown had been put in on 6/13th. On the Friday afternoon prior to 7/11th, I received a call someone claiming to be from the "*********** office" demanding that I change my appointment to another day (which I couldn't) and they rudely told me my 7/11 appointment was cancelled. Not sure what other additional information they are seeking that was not covered in great detail in my complaint. Also, I do not understand why the address that is listed on my complaint is wrong; The address that I provided for the Gentle Dental corporate office was:

  *****************************************************************************
  *********, ** 90301

  They address on is now listed on my complaint is Gentle Dental of ****************, ** ***** with no street address provided. I have no idea what this location represents as this is not the office that I came up with as the corporate office for Gentle Dental when I did my research.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/30/2023

  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.

  6/30/2023 I have OHP/YCCO so I do not pay for anything. For the past 3 years they have been jerking me around, telling me that they're full with customers and to come back in 3 or 4 months. Then when I do get into the dentist, they berate me telling me that I'm a grown adult and should know how to take care of my teeth. They never let me finish filling out the forms and even when I have verbally told them that I have Acid Reflux and Major Depression, they still tell me that I have to force myself to clean my teeth, in a berating tone. On 6/8/2023, one of the employees that cleaned my teeth told me that I needed to use ******* Peroxide mouth rinse, but when I informed her that I was told to use Listerine by the dentist, she stated "I never told you that." I told her that I knew that she didn't but someone else did. A male dentist. They only put in a temporary thing and said they didn't have any openings until Febrary but to try to come in around 7:30 am Monday- Friday. Today, 6/30/2023, I went in around 7:45 am and they stated that they had no doctor until Monday and expected me to know my new work schedule even though I hadn't started my job yet. Then they tried to send me to another city, even though I have no way to get there. They have been doing this for 3 years now. In March 2023, the person who cleaned my mouth cut my gum and almost gave me an infection. Because of how they've treated me, I was afraid to complain and have the cops called on me. Because of this, on 6/8, I informed the female while she was cleaning that the topical mouth gel was wearing off and I was feeling the pain. She told me "Oh, It's supposed to do that and I'm almost finished anyway." Even though I was showing that I was in a lot of pain with my face and almost started to cry.

  Business Response

  Date: 07/13/2023

  Good Afternoon *********************,

   

   We apologize for the inconvenience. Can you please provide us the name of the office so we can better assist you. Thank you very much and have a wonderful day. 

   

  Sincerely,

   

  **********;

• Initial Complaint

  Date:06/30/2023

  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.

  I had an initial appointment to get a dental exam and cleaning. At this appointment was just given X-ray. They had me schedule an appointment for filling on 3/27. I ended up canceling this appointment when they called to confirm a week before. They are now charging me and my insurance for fillings that were never performed. I've called multiple times to have this fixed and haven't received a call back or an answer about how or when they will resolve the issue.

  Business Response

  Date: 06/30/2023

  Good Morning,

  I'm so sorry for the inconvenience. Can you please provide us with the office name so we can better assist in getting the billing issue resolved.

  Thankyou so much!!
  

  *************************
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20257525
  
  I am rejecting this response because: I have the address and name of which branch  in my original message. Its your ***************** office. I wasnt even scheduled on the day you charged me. I was asked today to come in to have X-rays done to prove Im not lying. ******** then discover that I wasnt on your schedule at all for March 11. And now says it will be taken care of. B UT Ive been told this 3 times now. Fix it and send me confirmation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/13/2023

  Good Afternoon ****************, Thank you for providing us with office name. I have reached out to the Director of Operations for that location. Please expect a call within 48 hours. We truly apologize for the inconvenience. Thank you! 

• Initial Complaint

  Date:06/21/2023

  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.

  We sought a dentist through our insurance website (I acknowledge Gentle Dental (GD) doesn't maintain *************** Shield's website). 6 of the ************** the search return were listed as "Gentle Dental." We made appointment for the whole family. During the appointment and intake it was never disclosed that we were in fact out-of-network. The ONLY reason we sought treatment at GD was because we believed them to be in network. Upon receipt of the bill some time later we realized were were not in network. We worked with the then-manager to write-off the difference, but she was on the verge of retiring. The new manager was meant to take over the write-off process, and perhaps she has, but will NOT reply to emails, will NOT answer the phone, and the only way I can get a hold of her is to physically enter the business. Additionally, the business does not list any emails, and has no links to "corporate" available on their website, so there is no way to side-step this non-acting/non-replying manager. The final straw that prompted this complaint was the addition of late charges to our bill - which we haven't paid at the direction of the manager while they "work the problem." I request that the remainder of the debt be written off (they've received our co-pays as well as payments from our insurance at the out-of-network rate) as well as and especially the late fees. I also recommend having contacts listed on the website other than the phone number to their front desk. I'm not sure why a business operating ethically has to hide the contact info to their manager, and any connection to their corporate headquarters and/or customer service and/or billing operations.

  Business Response

  Date: 06/22/2023

  Good Morning ******************,

   

  We apologize for the inconvinience. Please provide us with the Gentle Dental office name so we can better assist and resolve the issue. Thank you!

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20187956
  

  The Gentle Dental office involved in this complaint is the office in ************, **********.  The address is ****************************************************************************

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

  Business Response

  Date: 06/30/2023

  Thank you ! PM will reach out to you within 48 hours to resolve the issue. We apologize for the inconvenience. 

   

  Sincerely,

   

  ***********************;

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20187956
  
  I am rejecting this response because:

  Business said PM would contact me within 48 hours.

  That was June 30th, no contact from business.

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

  Business Response

  Date: 07/17/2023

  Good Afternoon,

  Practice Manager stated she left messages and has not had any luck in being able to get a hold of you. Can you please provide us with the best number she can reach you at. Thank you so much.

   

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20187956
  
  I am rejecting this response because:

  My personal cell phone number is ************.  I don't currently have any voicemails or missed calls.  I look forward to hearing from PM soon.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  After receiving a teeth cleaning in October of 2022, I was accidentally billed by Gentle Dental as out of network, creating an $87 fee for me, the patient. After correctly billing me as in network, my dental insurance direct deposited the $87 to Gentle Dental on February 2nd, 2023. Gentle Dental claims they did not receive this payment from my dental insurance. In May of 2023, I was informed by staff at Gentle Dental that they would directly contact my insurance in order to verify this payment. As of today, June 14th, 2023, such action has still not been taken. I have verified twice with my dental insurance that they direct deposited the payment of $87 on February 2nd, 2023, and I need Gentle Dental to follow through by calling my insurance in order to obtain the transaction number for that payment. Then, they can correct my billing statement to show paid in full. Eight months of still not having this issue resolved is unacceptable.

  Business Response

  Date: 06/22/2023

  Good Morning ****************,

   

   We apologize for the inconvenience. Please provide us with the ** name so we can better assist. Thank you.

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  The business asked me for the precise location that I have the issue with. Please let them know that it is the following:

  Gentle Dental Tenaya

  *************************************************

  *********, ** 89128

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

• Initial Complaint

  Date:05/15/2023

  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.

  On 6/13/2022 my son (*********************** Acct ********* went to Gentle Dental and received services. I was told that I would have to pay $1000.00 down payment and $100 a month for the remainder of the cost with would be ******* before insurance. After receiving the ledger from Gentle Dental of the charges and what insurance would cover and our out of pocket cost would be I questioned why the amounts where off and the Office Manger *********************** told me that that is the way it had to be done because insurance wouldn't pay for the other procedure if they send in the billing differently. I didn't understand, but I am also ignorant when it comes to how dental billing etc works. I let ***** know that my son was planning on moving back home in November and told her that we would not be getting the permanent implant there due to him coming back home to another State so I needed to get refunded for the services that where never rendered. Gentle Dental has been paid $3087.00 between my insurance company and myself personally. The agreed (**-Network) amount should have only been $2259.00 ($62.00 nitrous, $250.00 Surg ******** $191.00 bone graft and $1756.00 Endosteal Impl). She once again insisted that we couldn't do that or he wouldn't be able to get the other procedure done anywhere. Moving fwd to April 2023 I called my insurance company to find out since I paid out of pocket for the permanent implant will they cover the implant now since we found someone. They informed me that it was 2 different procedures and Gentle Dental should and has to return my money and they would have always paid it. I reached back out to ***** though email and told her everything my insurance stated and asked when I would receive my refund on 5/2/23 and had to sent 2 other just to get her respond to me by asking for the *** from my insurance, in which I did. Waited 3 more day to get a " I'm sorry I just saw this email, I'll respond on Monday and if I don't call to remind me"

  Business Response

  Date: 05/16/2023

  Can you please provide us with the full office name so we can better assist in finding a resolution. Thank you! 

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response and the address for the Office Manager I was dealing with is ********************************************************************************  I finally received a response from her ***** saying now I needed to call the ********** office  @ ***************************************************  Called and spoke to her and had to call 2 day later due to no response only to be told she put a ticket in?  Her name was **************************** 
  Sincerely,
  
  *********************************