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

  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

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  Gentle Dental

  3630 Central Ave STE 6 Riverside, CA 92506-5903

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  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:02/03/2025

  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.

  On 10/28/24 General Dental **************. Over charged me $39 for X-rays. On 11/4/24 gentle Dental south ******* ****, ** over charged me $389 for a tooth extraction, lied to me and said it was not covered by insurance for the bone graft, which it was covered according to my insurance, but Gental Dental never submitted the bone graft to my insurance. The tooth extraction was horrible resulting in an additional bone graft required to be able to have an implant. Horrible pain for 3 weeks. Instead of pulling the tooth, the dentist drilled and broke the tooth, then dug it out. The suture performance was terrible, resulting in infection. Then on 12/2/24 the Dentist performed 2 fillings, over charging me again in the amount of $216 and causing substantial pain, a hole in my tongue, and fillings needing to be drilled down by a different dentist because it was affecting my bite with massive pain. I asked for my records and X-rays for 3 weeks without them producing them to me or even responding until I physically went into the office and demanded them on 1/6/25. At that time I showed the over billing and was told I would only recieve a refund for $211 and the bone graft was not covered by insurance. Total I should recieve a refund is $644 and I still have not seen a refund one month after complaining in the office, and providing documentation from my insurance company showing the over charges. This dentistry practice lied, over charged me, performed negligent dental work, resulting in financial burden and unnecessary pain. Gental Dental avoided almost all my attempts to communicate the issues with billing, simply to get refunded what was owed to me to do the honest right thing. This was by far the worst dental experience Ive ever had.

  Business Response

  Date: 02/03/2025

  Thank you so much for reaching out to us. Business Manager to our ************* will gather information to better assist you. Please allow 48 hours and she will reach out to you. - Thank you! 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22888776
  
  I am rejecting this response because:

  The refund process and proving my valid claims and complaints to over billing has been met with push back from the office manager. Finally today I was told I would be given a  partial credit for one over charge on my credit card, which the office manager stated it would take 2-5 weeks to show up on my credit card. Until the insurance is billed for my bone graft and I am given the remainder of my refunded over charges deposited to my accounts that were used to pay for service rendered the day of service, I do not agree fully with the response. 
  
  Sincerely,
  
  **** *********

  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! 

• Initial Complaint

  Date:01/14/2025

  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 filing complaint with the corporate office regarding one of their locations: *************************************************************** location. I returned a very poorly made partial plate appliance on 11-26-24 and was told by ****** that a check would have to come from the corporate office, and it would take up to 6 weeks, which should have been before 01-03-25. (This is not an acceptable time frame as I paid this money 09-27-24, before I even got the partial plate). The amount is $798.60. I was given a return receipt by ******. We are now at week 8. I called last week: 01-06-25, 01-08-25, and then 01-10-25 I texted Dr. ****** (dentist) directly to tell him no one is returning my calls. This happened in the past as well. They never return calls and neither does the corp. office as I left them a message to complain about the terrible office manager, ******** that they have there. He said he would check on this on Mon. (*****). He of course didn't have anyone call me and he did not text me. I texted him again Tues. ***** to tell him and then I called the office again, sat on hold for 10 min waiting for ******. I will not talk to the office mgr. ******** after the way she treated me a few months ago, plus ****** did the return. ****** then tells me my refund WAS NEVER SUBMITTED! She states she did it yesterday *****. The office Manager ******** was to have signed off on this back in NOV when I returned it and I believe that she purposely did not due to our past "run in" This is UNACCEPTABLE. It's been 8 weeks, and I want my refund immediately. I plan to file with small claims court if I do not receive this refund by the end of next week which is *****. Today *****, I also called this corp. office (2 different numbers, one for C/S and one for the regional manager named *******) to complain and of course they also have not called me back. This whole operation is completely unprofessional. I was told I would get a ********** should not have to wait over 2 months to get it.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out to us.  Please allow 48 hours for us to review your information so we can better assist you. Someone will reach out to you to discuss a resolution. 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22811685
  
  I am rejecting this response because:
  They said they would contact me in 48 hours that was on the 15th today is now the 20th nobody contacted me Thursday or Friday last week which would have been 48 hours. This is completely bad Business corporate and the local office they ignore your request and they ignore your phone calls. I want my money and somebody needs to call me this week or I file with small claims and I'm going to sue for my money
  Sincerely,
  
  **** A *******

  Business Response

  Date: 01/27/2025

  Good ********************** A check was mailed out to you on 01.15.25. Can you please confirm your mailing address? - Thank you. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22811685
  
  I am rejecting this response because: 

  Your corporate office still has not called me.  I HAVE NOT not received this check and it is now 01-29-25. 

  You are asking on this BBB reply to confirm my address???  are you kidding me.  You know my address and so does your AZ location.  It is **********************************, tel# ************.  

  I had asked for a credit to my credit card due to the unacceptable wait time (over 2 months) due to your business ineffectiveness and unprofessional behavior.

  The location finally only called me ***** only after filed complaints with the Attorney General in ** and CA.  I was then given an excuse that the refund was not done due an email outage.  This is an excuse. I asked for a check number and have not been given one. I was sent a ledger copy showing no check# or check date. 

  I was also told the refund was done on *****, but now you say 01-15????  It does not take 14 days for mail from CA to AZ. 

  Why didn't you have the decency to call me on my initial complaint and apply the credit to my credit card?  This was your location's fault that this refund never got done.  Your corporate office should call me and explain why and what is being done about all of this.

  
  Sincerely,
  
  **** A *******

  Business Response

  Date: 01/29/2025

  Good Afternoon *** *******. 

   We Apologize for the inconvenience. Your refund check was mailed out and I will be more than happy to provide you with a check #.  I will give you a call tomorrow morning at 9:00am - Thank you - ***** *******

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22811685
  
  I am rejecting this response because: As of *****-25; I never received the check.  Finally someone from the ************* called me on *****. I told her she should stop payment and overnight me a check or credit my credit like I had been asking for since *****. She said she would ask and then she got back to me and said they would finally do this credit to a card they had on file.   

  *****-25: A few hrs. later I got a call from the ** location, the office mgr., the one that I had such trouble with, asking me for my credit card#?????? I'm like what? I thought the ************ was taking care of this?  She said she had to do it there in **.  I was NOT about to give my CC# to a person that treated me so badly and then didn't process my refund when she should have back in NOV 2024. 

  I told her I could come in person and I would put my card in. Which I did do and the bank has not verified my $ is back in my account yet. The credit slip did not show as a credit figure, so I sure hope it went in as a credit and not another charge!

  This credit could have been done at the ** location back when I returned the darn thing in NOV 2024.  ************ is terrible and has terrible customer service and they tired to keep my money, hoping I would just "go away".

  They have no integrity and a manager should have called me to discuss the issues regarding their ** office and their own lack of professionalism/s customer service,  and this unbelievable return process that I was put through.  (***** was very nice and this is no way directed at her)

  I told ***** that a Corp. Mgr. should have called me and she said she forwarded my email to a manager named "*******", which is the SAME person that I left a message for back on *****-25 and she did not have the decency to call me back. I also asked ****** from ** location to have her call me as well.

  We shall see if she call now after all of my complaints.  I will let you know if the credit $$ have gone through.

  
  Sincerely disgusted,
  
  **** A *******

  Business Response

  Date: 01/31/2025

  Hi Ms. ******** Thanks again for working with us in resolving your refund issue. I am glad that we were able to get the issue resolved yesterday, 01.30.25. It was a pleasure to assist you. - Have a great day - ***** *******

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22811685
  
  I am rejecting this response because:

  I want it on record that the Corporate office  "Management" has never reached out to me since I filed complaints, I left several messages and requested a call from management.  Not one call was returned, and no messages have been left for me.

  *****, an administrator, ONLY AFTER I filed complaint with the Attorney Generals for both states (CA and AZ), was the one who finally called and she was very nice, she was to credit my Credit Card as the "Check" never showed up, and it still hasn't. She didn't do the credit from the ************  as I expected and she didn't tell me the local office was to do it.  I then got a call from the local office saying they had to do it and the person that I had issue with there wanted my CC#.  No way was I giving out my CC# to her, so I went to their office and I entered it myself.  Another inconvenience. 

  ***** also gave me invalid email addresses for the manager that she said was to call me, "*******".  I don't believe she even exists! I emailed to let her know and I have not heard back from her.  This is the most shady and unprofessional business that I have encountered. Today is 02-07-25 and I never heard from a manager from the ************.

  I do not believe that this business ever sent any check out and I believe that they lied to just postpone the refund as this is what they have done from the beginning.  The local office gave me the excuse that the refund was not done in NOV.2024 due to an email outage.  If that was true, why wasn't I notified and why didn't they check their emails for that day?? I don't believe this either.  How convenient for them to have this email excuse as well as a "lost check". 

   My credit could have been done from the very beginning to my credit card as I had asked.  I waited 2 full months and had to file numerous complaints and make numerous calls before I finally received the credit on 01-31-25. I am on a fixed income and this is unacceptable in every way.

  NO ONE should have to go through all of this and the ************ should have had a Manager call me to explain what they will do to correct situations like this in the future. 

  I want the general public to know what type of business this is and warn them not to do business with this company.
  
  Disgusted, 
  
  **** A *******

• Initial Complaint

  Date:12/09/2024

  Type:Product 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.

  11/17/23 Gentle Dental ******************************************* To make a new full upper denture and bottom partial denture. The upper denture was delivered. The bottom partial took time to complete. I was called in February to pick up what was told to me to be the final Botton partial. I was told to wear the bottom and come back for adjustments. That evening I went out to eat and the bottom started melting in my mouth. The next day, I returned the melted denture with teeth missing back to Gentle dental and was told they would send off for repairs. At the moment I was not advised that what they had provided me with was the "unbacked waxed" partial and delivered it as a final produced, the Doctor was there when it was delivered and was the one that placed it in my mouth and said that I did not need any adjustments. Meanwhile, I waited for the fixed partial to be returned and contacted them several times and each time they were checking with *** for the delivery and nothing arrived. I was finally told that I would need to start over because I was originally given the wax partial that was not the final product. I was originally going to not finish the process and ask for a full refund which they agreed but since I had already spent 6 months, I agreeded to finish this with a ****** refund. They offered ****** I said ******. They finished the process with a partial that still did not fit my mouth, the doctor did not know what he was doing and I just took it and left waiting for my refund since April. I have gone to the office left message for the new office Manager ******, called left messages and no one has returned my call. I have gone to another dentist, spent another ***** and had a new parital made but still have not received the ****** refund. The origianal partial is sitting in the contain un-used, at this point I think I should be refunded my entire payment of ******

• Initial Complaint

  Date:12/03/2024

  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 October 9th I had a crown put in at Gentle Dental clinic at ************************************************************************************. I was charged $1,337.40. I should have been charged $1, ******. I was overcharged $152.00. When I asked that a refund be credited back to my card I was told that they had to wait for my Ameritas Dental Insurance to send them a statement of charges. I immediately contacted ******** and they faxed it over to the office. Then I was told that it would take 4 to 6 weeks to have the money owed credited back to my Discover Card. That is totally unfair and unethical. When patients go in for treatment, we have to pay our portion up front. Why should we have to wait when we are overcharged? I want my refund returned now.

  Business Response

  Date: 12/06/2024

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

   

  Thank you for reaching out to us. Please allow us to gather information so we can better assist you. We will reach out to you by next week on Tuesday. - Thank you!  

  Customer Answer

  Date: 12/09/2024

   
  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 as long as Im refunded back the money they over charged me for asap -this month. When businesses overcharge patients they are legally obligated to refund the difference promptly.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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 treatment with them in February 2023. I immediately paid the portion that was not covered by my insurance, and everything seemed fine. However, in May 2024, they reached out to me, asking me to pay over $2,000 for that treatment. The statement they sent was different from the one I received in February 2023. After several discussions and email exchanges, they assured me they would fix the issue. But today, I received a bill stating that I still owe the $2,000, which should have been covered by my insurance.

  Business Response

  Date: 12/06/2024

  Good Afternoon *** ***,

   

  Thank you for reaching out to us. Can you please provide me with the office name so I can better assist you. - Thank you.

  Customer Answer

  Date: 12/09/2024

  I am writing to formally reject the response provided to my complaint (Complaint ID: *********. The response failed to address my concerns as it did not include any explanation or proposed solution.
  As requested in your business response protocol, I am providing the office information below for reference:

  
  Office Name: Gentle Dental Somerville
  Address: *******************************************

  
  I kindly request a detailed explanation and a clear resolution to the matter at your earliest convenience.

  
  Sincerely,
  **** ***

• Initial Complaint

  Date:11/26/2024

  Type:Product 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.

  Had various dental procedures between September and November of 2022. Upon last appointment 11/8/2022 I paid the balance due. On April 16, 2024 received a bill for $415. No date of service, no service explanation. Description says "System DB Balance Transfer 0". On 4/17 tried couple of times to call. Received recording stating they were "overwhelmed with calls". Last call left message requesting call back. No call. 5/13 received another bill. Tried calling again, left another message. June 3, ***resentative of my insurance company, with me on the line, tried calling. Again, recording and message left by me requesting return call. The insurance *** contacted another office. An individual did call to let me know they could not assist me but would contact Battle Ground. No call, just next monthly bill. 6/12 called ************* office again and actually spoke with someone. Unfortunately, they could not supply a precise explanation for the bill stating it was an insurance issue. Said they would refer to office manager. No contact. 6/27 wrote letter and mailed to office. No response other than monthly bills. 10/9/2024 received a call from the ***********************. While she provided verbal information for what she had documented as the charge, she could not explain why I had been told in November 2022 that I was paid in full or why I had not received a bill until April of 2024 with no documentation for date of service or services provided. Insurance statements I researched did not match with the billing information she was quoting. Was told she would contact Battle Ground manager. No further contact until letter reminding me of balance due and a monthly bill mid November. Based on the amount of time between any service and billing, no documented explanation for the date of service or specific services provided, a difference in verbal explanation and insurance statements, and no communication from the manager to resolve, this complaint is being filed.

• Initial Complaint

  Date:11/21/2024

  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.

  Many appointments.On 03/27/2024 I received a treatment plan with a total of $4181.00 At that time the girl who printed it stated that a code was in error, and gave me 2 codes that one of them should apply. They were less expensive than the original. (Possible upcoding)I then made an appointment later in the year on 08/0824.A week prior I met the dentist and asked if he could secure my broken bridge and he stated he could not. On 08/08/24 appt I was having an impression done and asked about the impression dislodging my bridge and he stated he could reattach it????? I also paid $1000 and the manager was sitting 6ft behind the girl and she said that would be fine. Then I received a phone call from the manager stating I was supposed to pay the entire amount of $3181.00 08/21/24 I had all remaining upper teeth extracted and quickly stitched up.09/03/2024 Stitches removed. I asked the person if the lumps on the front of my gum were the bone grafts. He looked at my info and stated none had been done.09/09/2024 I traveled to an implant specialist and had a digital 360 scan done for possible upper and lower permanent dentures. This was only 3 weeks after my extractions.I since have touched bases twice with the implant specialists and once I was told they saw no sign of bone grafts, and the next time I was told all they could see was bone, no grafts.The office mgr at Gentle Dental said at that they showed on the paperwork after the fact weeks later, when 2 weeks after the extraction they did not show.????? (Fraud?)I don't feel I should pay for what I clearly did not receive. That makes the alveoplasty and tissue resorbable very questionable, as well.I request these charges be removed from my bill as I believe they have not been done.I had a talk with my insurance provider and she stated I should file a grievance with them, which I will if no resolution occurs. I have tried Gentle Dental corporate and customer service but nobody picks up the phone, just message.

• Initial Complaint

  Date:11/19/2024

  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 was traveling and was in between health insurance, was getting insurance the next week, and a crown cleanly fell off. I went into their office and wanted to know how much it would be before I was seen, because I could just wait if it was too much. I was told by the front desk the visit would be "$50 and then the cost of the glue". So I went back to be seen, thinking it would be $60-70 or so, once I was back there they presented me with an estimate of $194, I was so mad, and I promptly walked out. I would never have gone back without an estimate, which is what I thought I got from the front desk. She did not say, I really can't tell you without you being seen or anything like that, which it sounds like she should have. So now they are trying to get $50 from me for the visit which I refuse to pay. If they had been honest up front with their billing either the amount that it would be, or that they could not give quote without being seen, I would have left.

• Initial Complaint

  Date:11/14/2024

  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.

  10/24/2024 I dropped off my top denture to be fixed, I was eating a piece of pizza when one of the teeth had fallen out of my denture. Ive been calling in and they have my denture back from the lab but wont let me come in and pick them up. They keep saying I have to have an appointment, but put me on a short call list. It will take five minutes for me to put my denture in and make sure it still fits right. I shouldnt have to wait any longer than I already have. Its been two weeks now that I have been without my top denture. This is totally unfair and unjust for them to hold my denture and not let me come in and pick them up. They are now telling me that I may have to wait until June for an appointment because they are booked out until then.

• Initial Complaint

  Date:11/05/2024

  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 went to this dentist last December and I did receive a new patient evaluation but we were told insurance would cover the expense for that visit. Since then, we have received monthly bills in the mail for a different service that I never received: a comprehensive exam. I have contacted the office multiple times to resolve this billing error but they continue to harass me with bills in the mail and by email. I am currently caregiving for my husband 24/7 and cannot afford to continue to manage this bill on top of my caregiving and home management responsibilities.

  Business Response

  Date: 11/06/2024

  Thank you so much for reaching out to us. Can you please provide us with the name of the office so we can better assist. - Thank you!