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:09/27/2022
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 called Gentle Dental to make an appointment. I asked if they took my insurance****************. I was told that they did. On 9/18/2022 GD called me to get my insurance information, so they could verify my insurance. I gave them the information they needed. On 9/19/2022, I went to my appointment. The dentist did a exam and X-rays. He told me that I needed **************************************************** While I was still in the dental chair, the dental assistance came in and informed me, that although they take my insurance, they did not take my plan and the visit today would be $537.00. I asked why she didn't know that when I first got here, before my exam. since they had my insurance information since the day before. I thought that's what they are verifying. She could not give me a reason. She just said that todays visit is $537.00, we don't take your plan.
I made an appointment with a dentist who took my plan. After my exam, he suggested that the tooth that GD said needed ******************* be pulled, because there is not much of the tooth to save. He also told me *********************************** like GD told me. I asked him if it was possible that he did not see the other 3, and he said no. It does not seem right, that they did not know that they did not take my plan, until after my exam, and that GD saw **************************************************************

************************************************************
Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/10/10) */
Hello, We are not affiliated with any GD locations located in MA. Thank you.
Initial Complaint
Date:09/25/2022
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.
My account number with Gentle Dental is **********. I had numerous procedures done all which should have been covered by my insurances, ************* and AARP Medicare Advantage going back to 2021. There were a series of errors done by corporate billing including wrong procedure codes and untimely filing. There was also a procedure (root canal) done by the dentist who broke off a piece of the drill down by the root. He would not continue with the procedure and I had to go to a specialist to finish the root canal. This caused me to exhaust my insurance funds causing a deficit. I was sent a statement in early 2022 for $1,467.11 which I immediately disputed with the dentist office, providing them with all my insurance claims.. Since I started the dispute I have gone through four different office managers and they finally said they have sent everything to coroporate for resolution. I have left voicemail for their corporate office at*************** (# on the statement) every week for the last two months and have had no response back but am continuing to receive monthly statements. My dentist is saying he is just an employee of corporate and cannot do anything. I really need help with a resolution to this matter. I do not owe this bill.
Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/09/26) */
Hi, Can you please provide me with the office name so we can better assist you. Thank you

Consumer Response /* (3000, 7, 2022/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can provide the name of the office, address and telephone number but that does not resolve this situation.
Name of office: Gentle Dental
Office Address: ***************************************
Office Telephone # ************
Dentist name: *********

Business Response /* (4000, 9, 2022/10/10) */
Thank you so much for providing us with the requested information so we can better assist in getting the issue resolved once and for all. I reached out to our business manager and relayed your concern. Please allow us 48 hours to review your complaint so we can find the best possible solution. Thank you!
Initial Complaint
Date:09/13/2022
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.
We moved **************** in 2020. My family and I have **** Dental Insurance and the Gentle Dental office ************* was the closest in-network office at the time. They required payment on date of service and then they were supposed to submit the claim to first *********************** This submission process was haphazard. At one point in time there were seven claims that had not been submitted. We are now down to two. The follow up problem was that when the Explanation of Benefits came, the amount allowed by **** and the payments made by them to Gentle Dental was less than the amount initially billed. Then our actual co-pay amount was less than the amount we were billed at the time of service. This has resulted in our having been overcharged by approximately $3,800 in one year. They office is ontheir third office manager and I have been trying to get this issue resolved for six months. I have credit card receipts for payments made at time of service as well as the ********** **** to substantiate my complaint.
Business Response
Date: 10/06/2022
Business Response /* (1000, 5, 2022/09/20) */
Hello, Can you please provide us with the office name so we can better assist you.

Thank you
Initial Complaint
Date:09/10/2022
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.
i went to an appointment with gentle dental, to an office i was assigned by my insurance co. (************). They said my insurance was accepted and gave me a list of costs / copays. I asked why there were out of pocket fees because i have my insurance through my state employer, and members are covered by a flat rate fee paid in advance from insurance company. they said they could not reach my insurance but not to worry they would do it later. the dentist began by explaining the long list of procedures that he planned. So we started with a plan to administer ************* on ************************************************** which were causing pain due to underlying decay, infection *************************. They offered opiates for pain, which I declined since the work was to be done in one week. They charged me out of pocket for the first visit and xrays. on my return They asked for $300 in advance alleging prep is mot covered by insurance. i paid, the. returned. the dentist said wanted change treatment plan. He prepped ************************************************ teeth to be used for ***** modeling. they said my insurance only covered metal composite caps and they were cheaper. scheduled *************** at the same office with a specialists. receptionist said i would have to pay 1300 dollars in advance. she told me that none of the doctors were contracted with my insurance. after i won grievance via *****, ********************************** installs to a different office. they said it was covered and i got ***************. upon leaving, i received a bill for $695 . went to get ****** - they asked for 800 $ *************** & 2600 ********* ins told me to assign to dif office location. this one said didn't agree on *********** and recommended deep clean (200 per quad - out of pocket).
currently i have three missing front teeth (temp fillings fell out) , others broken and jagged. front teeth may be lost. replies are absent when i communicate
Business Response
Date: 11/01/2022
Business Response /* (1000, 5, 2022/09/20) */
Hello, Please provide us with office name so we cab assist you and find a resolution. Thank you.

Consumer Response /* (3000, 7, 2022/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept at this time, because it is not a solution of any kind. The offices involved were in *****************************************************************

Business Response /* (4000, 11, 2022/10/10) */
In order to find the best possible resolution we needed to obtain office name and address so we can review records and find a resolution that we can offer the patient.

Consumer Response /* (4200, 13, 2022/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offices involved include ******************************************** All of these are located in ************************ I identified the offices in my previous response.
Initial Complaint
Date:08/21/2022
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.
1. The office of **. ****** aka Gentle Dental Care (GDC) refused to honor a New Patient coupon mailed to my house advertising a dental cleaning, exam & X-rays for $69 presented at my first visit at 8am on Nov 4, 2019.
GDC ultimately billed $420 for the advertised New Patient service.
2. I was confused that the receptionist tried to collect payment from me for a dental night guard which was not received or even discussed with the dentist.
3. GDC advised me that I required further services and scheduled a second appointment for November 11, 2019. I was advised that my cost was $656 which I paid that day via Mastercard.
4. GDC billed $2,125 for that service.
5. GDC submitted the claim to my insurance company (United Healthcare) and advised me that I owed a balance of $200.30
6. In Feb 2020, I requested that GDC honor the coupon as previously agreed, apply the $69 new patient pricing as advertised, and correct my account balance to reflect $0. GDC failed to respond.
7. On July 1, 2022 I was notified that my account was referred to ********** & ********* in Fairfax Virginia, attorney fees of $156.69 were added, and legal action was threatened if I did not submit payment by Sept 1, 2022.
8. My household continues to be bombarded with fraudulent advertising from Gentle Dental Care.
9. The fact that GDC failed to honor the coupon, failed to provide transparent pricing, attempted to bill for unnecessary services, failed to respond to my request to correct my account, failed to act in a timely manner, engaged inappropriate legal action AND continues the same false advertising practices demonstrates deliberate consumer fraud.
Business Response
Date: 09/22/2022
Business Response /* (1000, 5, 2022/08/31) */
Good morning, GD Care is not one of our offices. Thank you.

Consumer Response /* (3000, 7, 2022/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Complaint refers to:

Gentle Dental Care
*********************************************************

THANK YOU for your assistance!

Business Response /* (4000, 9, 2022/09/20) */
Hello, I'm sorry to inform you that we do not have any offices in the state of Virginia.
Initial Complaint
Date:07/21/2022
Type:Billing 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 was contacted by a collection agency regarding an outstanding balance with Gentle Dental for wisdom teeth removal almost 5 years ago. Since I prepaid at the time of service, I was surprised and did not agree that I owed any money. After contacting my insurance to try to determine how this could have happened, I discovered I was charged for a consultation that never took place and my insurance rightfully denied. My insurance did however cover the exam and X-rays that were charged separately on the same day. I contacted the office and was told the consultation was with a general dentist who then referred me to the oral surgeon in the same office. I explained that I have my own general dentist, with claims in the same year to prove it, and there's no reason I would have scheduled a consultation with a general dentist for a $165 fee when i already knew i needed to see an oral surgeon. I do not remember seeing 2 dentists, but since it was 5 years ago, I don't remember. If I did, there is no way I knew I was being charged a consultation fee that my insurance would not cover and which also costs twice as much as the actual exam. I also want to note that gentle dental currently advertises free consultations all over the internet. I called the office and was treated like I was trying to get out of paying my bill even tho the person I spoke with says they didn't even work there then. I called the corporate number and was told I'd be contacted and it's been a week with nothing. It's ridiculous that I am being forced to pay a bill plus interest that I should have never been charged for to begin with. I want this fee taken off my account and my credit report updated accordingly.
Business Response
Date: 07/26/2022
Please provide us with office name so we can better assist in finding a resolution to patients complaint. We are limited in the information we are able to disclose; however, once we obtain office name I will be following up with the patient with a detailed response.
Customer Answer
Date: 07/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
UPloaded additional information. Issue not resolved yet. ***** office, claims attached.
See Attachment/File: Consulation denied
Business Response
Date: 08/09/2022
We appreciate the additional information that was provided. We sent information to Practice Manager. Please allow 48 hours for us to review the information we need so we can better assist you and find a resolution. Thank you.
Customer Answer
Date: 08/16/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Waiting for resolution, have not been contacted by anyone at Gentle Dental.
Business Response
Date: 08/17/2022
Business Response /* (1000, 5, 2022/07/26) */
Please provide us with office name so we can better assist in finding a resolution to patients complaint. We are limited in the information we are able to disclose; however, once we obtain office name I will be following up with the patient with a detailed response.

Consumer Response /* (3000, 7, 2022/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UPloaded additional information. Issue not resolved yet. Tempe office, claims attached.

Business Response /* (4000, 9, 2022/08/09) */
We appreciate the additional information that was provided. We sent information to Practice Manager. Please allow 48 hours for us to review the information we need so we can better assist you and find a resolution. Thank you.

Consumer Response /* (2000, 11, 2022/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Waiting for resolution, have not been contacted by anyone at Gentle Dental.
Customer Answer
Date: 08/20/2022
I did not accept the response, I selected I do not accept and gave the reason in the comments. There has been no contact from anyone at Gentle Dental and no offer of resolution.
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that it's been almost 60 days and no one has yet to contact me clearly shows the incompetence of this business.
Business Response
Date: 09/16/2022
Please allow us until next Tuesday, 09.20.22. We are working on finding a resolution to resolve the issue. We will contact the patient with a resolution. Thank you
Business Response
Date: 09/19/2022
After reviewing the patients chart and pulling the *** for D** 11/9/17 it looks as if the insurance denied that claim for the ** Conult, Pano, and Limited exam. If patient would like Practice Manager can reach out to her and provide her with documents per patients request. Please let me know if you need anything else from me.

Thank you,
*****

Business Response
Date: 02/01/2023
After reviewing the patients chart and pulling the *** for D** 11/9/17 it looks as if the insurance denied that claim for the ** Conult, Pano, and Limited exam. If patient would like Practice Manager can reach out to her and provide her with documents per patients request. Please let me know if you need anything else from me.

Thank you,
*****
Customer Answer
Date: 02/01/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to the practice manager before I filed this complaint. The reason the insurance denied the claim is because I was billed for two visits in one day. One was a consultation that never happened because I didn't need a consultation, I was referred by my general dentist. The initial exam by the Oral Surgeon was paid by my insurance. I also pre-paid for the surgery the day of which is why I have no idea how I am being charged for a visit that never took place. I asked the practice manager for a copy of the treatment plan and the costs that were provided to me that I would have signed off on. I have not heard back from anyone although I will say someone has called me to schedule another appointment for a regular visit. At which time I explained again that I don't even live in ******* anymore and I would like to have this bill taken off my credit report that I do not owe.

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Gentle Dental is NOT a BBB Accredited Business.