Complaints

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

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Gentle Dental has 152 locations, listed below.

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  Gentle Dental

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

• 

  Gentle Dental

  529 East Jefferson Detroit, MI 48226

• 

  Gentle Dental

  825 S. Wayne Road Westland, MI 48186

• 

  Gentle Dental

  13100 W 87th Street Pkwy Lenexa, KS 66215-4532

• 

  Gentle Dental

  304 S Air Depot Blvd Oklahoma City, OK 73110-4433

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:03/03/2023

  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.

  Hello, I haven't been using Gentle dental - west ******* office in the last 3 or 4 years. Account ID **********. And I do not owe anything to them previously. Last year on 2022 I went there for teeth cleaning and my insurance covers that 100%. I was told Im good to go, I don't owe anything. I started getting a bill on October 2022 that is $139.34 and I called the office and asked about it. They said it's a mistake of their system and I shouldn't worry about it. Since then every month I'm still getting the bill. I called them 6+ more times noone is getting back to me or they are not answering.

  Business Response

  Date: 03/23/2023

  Dear ************, 
  
  Thank you for reaching out to us and giving us an opportunity to work through your concerns.  We apologize for any inconvenience we have caused you.  It is essential for you to know our primary goal is patient satisfaction and excellent service.  Please allow an additional72 hours for a response as we continue to review your concerns.
  
  Sincerely, 
  **********

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19535841
  
  I am rejecting this response because:
  

  There is no resolution that was offered.

  
  Sincerely,
  
  Nazli Ucar

• Initial Complaint

  Date:03/02/2023

  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.

  I went to Gentle Dental located on ******************* **********, ** a little over a year ago as a new patient. They said I had a few cavitys I decided to take care of them and I paid in full without insurance. After my filling, I noticed right after I had quite a bit of pain and sensitivity after the filling, and figured it would subside. I waited a few weeks until I called and asked if it was normal, they had me come in and said if the pain continues they will have to redo the filling. I waited a month or so longer and still was in a lot of pain, extreme sensitivity to cold and hot, unable to chew food on that side, nothing crunchy. I went in to have it refilled and the dentist was ******* back and forth from patient to patient she was so rushed I felt uncomfortable. She would come in to give me anesthetic, then rush out of the room. While doing the filling she said to the assistant awe I really wanted to leave at 4 today its so beautiful out as she was drilling me and the assistant said its okay you will I left and weeks after the pain was even worse than the first time. I called and they said come in again, she took an x ray, took away some of another tooth that she said could be hitting the filling, and said theres nothing else we can do, if the pain persists you might need a root canal. She was totally impatient with me and made me feel like I was just being over dramatic. Fast forward to now, as time went by the sensitivity when chewing slowly went away, but I am left with a filling that was improperly done because I have pain every time I floss, I have to floss 3-4 times the same tooth to remove all the food debris because she made a huge gully in between my tooth, and after I floss my tooth is so sore. Sometimes, the area between my tooth gets all swollen and painful. I know the filling wasnt done correctly and I feel very unsatisfied and I feel that it was rushed and now I'm stuck with a sore tooth when I was trying to better my oral health.

• Initial Complaint

  Date:03/01/2023

  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.

  October of 2022 I paid Gentle Dental $4300 for two root canals and two crowns. 3 months later (January) my first crown came off with my tooth broken inside of it down to my gum line. I saw a different dentist than the one who did my work and he explained to me how a post was not put into the tooth therefore it could not withstand the weight of the crown. He said there is a 20% chance it cannot be fixed but that I would need to see the original dentist or I would have to pay him as well. The original dentist told me the tooth could not be saved and offered me a new treatment plan with a refund. The dentist said In hindsight the tooth should have been pulled. I was already missing the third tooth so there would have been no reason to have me pay for a root canal and crown on EITHER tooth. He agreed that was fair and last Friday ******** the office manager told me I was approved a refund of $1783. Today ******* from corporate called and said its been a wash and they owe me nothing. I only agreed to let the dentist fix his mistake bc I was getting a significant portion of my money back. Instead he PULLED the tooth I paid over $2000 to fix only 3 months prior and now refuses to give me my refund I was promised. I now have incomplete dental work and am out $4300.

• Initial Complaint

  Date:02/23/2023

  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.

  I had a dentist appointment on 1/25/2023 at the end where I would pay my copay I was told "oh you have a credit on your account for ******. I was confused as to why. a few days ago, I received a statement from my insurance company stating that I should have been responsible for ****** not ****** that I was charged!! When I reach out to Gental dental Of ************* was told she would need to look into this and give me a call back. I had to call back in the next day as I never got the call back, I was promised. I found out I overpaid another ****** on my last visit and that I would have to have a check issued to me from the ******* office, but they don't know when that will happen. This is unacceptable I work a bare minimum paying job, so I don't have the financial pleasure of overpaying for anything!! I asked why I was not notified about the over payment and was told that they send emails out to see if patients want the money held for the next visit, I told her I never received an email about the first overpayment and that I only found out when I came for my visit (on 1/25/2023) she didn't have a response for that. I still don't know when I will be refunded all I know is that they process checks every Friday but that's all they know.

  Business Response

  Date: 03/23/2023

  Hello, ***************** Corporation is not affiliated with any Gentle Dental in ************.

• Initial Complaint

  Date:02/10/2023

  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.

  I was contacted 1/9 for a refund due to an overpayment they charged me. I provide them with my info and they still haven't refunded me. I've called several times to just be told I would get a call back and no such call back after a month. Also, when I got my wisdom teeth out, they failed to sign the prescription so my pharmacy couldn't fill it (why they didn't send it electronically to my pharmacy is beyond me). They didn't give me an after hours call back number (surgery was done on Saturday and they closed for the weekend right after). So I was in pain and didn't have any antibiotics for the whole weekend. I left several voicemails to no call back until mid-Monday. Now I got a call back...saying the credit was a mistake and I OWE money to them but because of the error they won't charge me but I get no credit even though every time I called, I was told I would get a credit.

  Business Response

  Date: 03/10/2023

  To Whom It May ***************** do not have an office located in ****************. Please let me know if you have any further questions. Thank you! 

   

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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.

  Last year in 2020 Gentle Dental was given advance payment as they require for all procedures. After speaking with the dentist I changed my mind on having teeth extracted and being fit with a partial denture. The extraction would have been as a deductible on my dental plan as would a portion of the denture leaving me with a $200. advance payment. I was not fit for a denture nor did I have one made. In January 2021 I contacted Gentle Dental office manager ************************ and stated that I would like a refund of monies for a denture. ************* stated that it was Friday and she would send me a confirmation email before leaving that day. I never received an email from Gentle Dental and have not since emailing them twice. I have made several calls to the ********************* and have not received a response.I would rather not escalate the issue to small claims but will if necessary.

  Business Response

  Date: 01/31/2023

  BM will reach out to patient and submit refund. Please allow 2 to 3 business. Thank you.

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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 January of 2021 I visited my (no longer) family dentist for a routine cleaning followed by two crown placements. They looked over and called my insurance to confirm the coverage and discussed that they would be able to do my cleaning, the two crowns and I would have enough left to cover my second 6mo cleaning. Since I trusted them, even though I didn't immediately need the crowns I told them to go ahead since it was mostly covered and I would only pay one hundred and some change. It ended up my insurance didn't cover $314, so at this point I already paid the dentist $261.60 and I receive yet another bill for $105.40. I checked my payment of benefits through my insurance and after doing the calculations I should only have owned $52.40, so where is the other $53 going? I have attempted to call them and have left messages and emailed for the past 3 months, with no call back. I even went to their office and it was closed on a day it should be open. I paid so it wouldn't go delinquent

  Business Response

  Date: 01/31/2023

  Hello, so we can better assist, please provide us with the name of the ** office that you attended. Thank you

• Initial Complaint

  Date:01/28/2023

  Type:Customer Service 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.

  Gentle Dental in ****, ****** failed to provide any information about billing. They never sent an invoice of payment due after insurance was filed. Despite repeated attempts including phone calls and office visits, no bill was EVER sent. Furthermore, they put my husband, *******************, on my account without authorization or knowledge. As a result, I was referred to a collection agent and my credit score came down. This increased the interest that i was quoted for a house loan. This organization is outrageously incompetent. I have damages to my credit and financial damages of increased interest on the house loan. No one will return my calls at the corporate office. I still do not have an itemized bill. I want a correction on my credit score and an explanation of charges.

• Initial Complaint

  Date:01/11/2023

  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.

  Account ID: ********** on ********************** Hello, My name is *****************************, email: ********************* Phone: ************ I had an appointment with ******** for a consultation of a dental implant at Gentle Dental in ********, ********** on August 10, 22. *********** assistant told me that I need to take a 360-degree panoramic x-ray and it will cost me $83.00. I declined the x-ray because I had taken the dental x-rays on July 6, 22 for the annual check-up and the cleaning at the same office (it wasn't a panoramic x-ray). The assistant of ******** told me that ******** will waive the $83.00 and I agreed to take the x-ray. On August 10, 22, when I leave the clinic, ***** (who was handling the billing) told me, "You don't owe anything." The harassment started from here: I started receiving the bills from August 2022 until now (Dec 27, 22) every month. Every time I received the bills, I went to or called the office about the matter. In fact, they remember my voice because I'm an outsider with accent. *****, who was handling the bills always said, "don't worry about it and I will take care of it today. The last time I called her on Nov 22, 22, she said, "I'm submitting it right now". Clearly, ***** intentionally put me in distress by deceiving me repeatedly. I'm very stressed and distressed with this matter since I'm a senior. Would you please help me to straighten out this problem?

  Business Response

  Date: 01/25/2023

  Per BM matter has been resolved and patient does not have a balance on her account. BM states she communicated this to the patient. Thank you.

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was never notified of anything from Gentle Dental.

  Business Response

  Date: 02/02/2023

  Hello, Please review your account. It should be at a zero balance. Thank you

• Initial Complaint

  Date:01/05/2023

  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.

  Around June of 2022 I had dental work done at the Gentle Dental location at ************************************************* I had changed insurance at the beginning of 2022 and the dental office said that my insurance had a waiting period for coverage for certain procedures. It turned out that I shouldn't have had a waiting period because I had similar coverage before my insurance changed. I worked with my insurance company to waive the waiting period and a refund was issued by my insurance to the dental office. I called the dental office on Nov 18, 2022 and they told me that they could see a credit on my account for $639.50. I asked for them to return the money to me. They said that they would need to sent a request to corporate to get permission to send me the money. I called again on Dec 6, 2022. It appeared that the request to corporate had not been made. They assured me that they would make the request. I called again on Dec 20, 2022 and they said they were still waiting for approval from corporate to give me the money. As of today I have not received the money. I think that it is unacceptable how long they are taking to send me the money, that is why I am filing this complaint. I would like the BBB to help me get my money back as soon as possible.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/11) */
  Thank you so much for reaching out to us. I was informed by the PM at*********** location that Patient was refunded this morning, 01.11.23. Please let me know if you have any questions.
  
  Thank you,
  
  *************