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Business Profile

Dentist

Gentle Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

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Gentle Dental has 152 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      -The date of the transaction was placed on March 16th, 2023. -The total money amount paid was: $3339.00 -It was for an 18-month orthodontics plan with Gentle Dental in ******, ***-The nature of the dispute is: The plan was for 18 months for the $3339.00 for orthodontics. We moved out of state, at the time, my daughter had received just barely 15 months of care. I tried calling the office numerous times to get a refund for the amount we didn't use. That way we could put that towards the next orthodontist. I called them a total of 13 times. I left a message every time, asking to be called back. I left my email in the voicemail saying that they could even email me. I talked to 2 people who said they would leave a message for their supervisor. Not once did they return my phone call or email me back. Finally, after calling 2 other locations, I got a hold of the billing specialist. They knew about it and never called me which is even more frustrating. She said I was only getting back a little more than $300. I couldn't believe that was all I was getting back, we weren't even close to being done with the plan. She said she was waiting for approval from her supervisor to send the refund. That was back on October 1st, 2024. I had given them all of my updated information for them to send me the refund and I still have not received anything from them. Has the business tried to resolve the dispute: Gentle Dental has done nothing to resolve the problem.

    • Initial Complaint

      Date:10/07/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 September 18, 2024, I had a tooth extracted and paid $800 for a flipper. I looked up the prices of delta care, the insurance I have, and saw that I was way over charged. The price for a complete upper denture should be no more than $495. A flipper should be a lot less. I also know that while I paid $800, my insurance company was billed $600.

      Business Response

      Date: 10/10/2024

      Good Morning *** *****,

       

      Can you please provide me with the office name so we can better assist you. - Thank you. 

      Customer Answer

      Date: 10/10/2024

       
      Complaint: 22376902

      Thanks for responding, the office name is gentle dental Spanish trails located on:

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

      *********, no 89118



      Sincerely,

      ***** *****

    • Initial Complaint

      Date:09/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 has continued to bill for a balance that is not part of my copayment or deductible. I paid all copayments at the time services are rendered. I've reached out to Gentle Dental (*******) no less than 10 times, I've provided the attached spreadsheet of my reconciliation, showing from an accounting piece where they are off.******* continues to say she is reaching out to their billing office. I continue to receive statements monthly with no resolution. They are billing me for a balance that they are contractually obligated to write-off.I don't receive call backs, email responses or any other communication from the dental provider indicating they are doing anything to help resolve the issue.Gentle Dental Office - ******************************************************************************** ************ I have been working with ******* *********. email: ************************

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Please see attached complaint

      Business Response

      Date: 09/23/2024

      We appreciate you reaching out to us. Please allow us to research information You will receive a call within 42 hours. - Thank you. 

    • Initial Complaint

      Date:09/06/2024

      Type:Product Issues
      Status:
      Unresolved
      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 started my daughters Invisalign Feb 2023. She was supposed to have a plan of 15 months and possibly slightly longer if minor adjustments were needed at the end, per ************** recommendation. We paid $2175.00 up front, then realized they over charged us by $625 because with insurance out copay was only $1500.00, we received our refund of $625. We moved to ** in July 2023, but committed to flying back to ******* for all ortho appts which til this day we haven't missed an appt. Because we moved and changed insurances we had to pay the last installment that she insurance did not paid, so we paid an additional $1581.00. Since Sept 2023 Gentle Dental has cancelled our appts day of or while we were currently traveling to ******* causing financial constraints. They have not finished services. I have emails stating they were ordering her last trays, which never happened. I felt back to get them to finish their required job and I constantly kept getting the run around by ********************* and *********************. In the midst the orthodontist left, they lost her records, made more excuses. Hope, ******, and Gentle Dental agreed to refund me the money I've paid out of pocket, not what the insurance paid, so I can finish my daughters plan elsewhere. I have emails stating that. Neither Hope, Raman, Gentle Dental, or Interdent have abided by their contact or agreement. My daughters teeth every day are moving because they have not finished her ortho plan, have no taken her brackets off, have not given her a retainer, her aligners from Feb 2024 are falling apart and cannot keep her teeth in place. I've been trying to receive our refund since April 2024, it's now Sept 2024 and they will not do their part. I've kept in contact, kept records, but now I'm being taken advantage of and not receiving services I've paid in full for!

      Business Response

      Date: 09/09/2024

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

      Customer Answer

      Date: 09/09/2024

       
      Complaint: 22237956

      I am rejecting this response because:

      they did not provide a solution or refund, they asked for which business the issue took place.  This complaint is against Gentle Dental ************ location in a ****************************************** location in ******, **.  Weve been to majority of your locations because your orthodontist only worked at certain location twice a month. 

      Sincerely,

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

    • Initial Complaint

      Date:08/15/2024

      Type:Customer Service Issues
      Status:
      Unresolved
      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 received a bill for $198.20, after my insurance paid and I paid what they did not. I called to ask what the bill was for, and the billing person was unable to tell me what this amount was for. They could not explain it. She stated that it seemed like I shouldnt have any additional bill, and that a supervisor would call me, but I have received no resolution. On a previous bill earlier this spring, they collected money from me AND they billed my insurance and collected money from them too. They did not offer me a refund until I called and asked them to refund my money.

      Business Response

      Date: 08/19/2024

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

      Customer Answer

      Date: 08/19/2024

       
      Complaint: 22144975

      I am rejecting this response because:
      Business name Gentle Dental Timberland.  ***************
      Sincerely,

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

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 have received a text message from Gentle Dental threatening to send me to collection. Although, I haven't been to Gentle Dental in close to a year, after an appointment that ended up in a complete waste of my time and no service delivered.I also always made sure I paid any balance after every visit.My last visit ended up being a disaster but when I left, I explicitly asked if I owed them anything to which they replied that I did not.Now, I'm being told a have a balance and they need to collect before sending me to collection... for what service? which charged? When did that billable even occur?* It seems that the "balance" is from an office in ***********. I used to go to the office located in ******* (*******************************************************************************************************) which seems to now be closed.* I don't remember ever going to an office in ***********, why would they send me a bill, and even more, why a year after I ever been to any of their offices?Something isn't right...

      Business Response

      Date: 08/15/2024

      Thank you for reaching out to  us. Someone will contact you within 48 hours to discuss resolution.

      Customer Answer

      Date: 08/20/2024

       
      Complaint: 22127895

      I am rejecting this response because: I'm still waiting for them to contact me about this billing issue.

      Sincerely,

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

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This business was all about money. They did something wrong with the services to my teeth and agreed to adjust the billing by $267 less. I paid the agreed amount but they kept on sending me the bills for $267 afterwards. Since they never picked up the phone so I have been to their office every month for three months to report the issue. Every time I was told it was fixed but I still receive the bill. I also told them I was moving and would be out of the country for a while. It seems they never listened. I still receive the mails until now. I would like to solve this issue before a collector comes to me.

      Business Response

      Date: 08/08/2024

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

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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. My name is **************. I am a nurse living in Southern California. Back in 2021 I had a cavity filled with gentle dental , was given a price/ co pay at checkout and paid at time of service. Years later , starting in 2023 I started reviewing a bill for $445. I called to inquire and tell them this was incorrect , I paid at time of service and dont understand this bill. I asked for proof of service. They were unable to provide proof of service and simply said insurance must have not covered what they said it would. I told them I would need this information in proof and all my record and that they cannot lie about costs of services and then try and bill precocious amounts later. I never heard from them again and once I asked for all this information , the bill which took two years for them to send , was sent to a bill collector. I do not feel like this trickery is fair for consumers and customers in health care and my insurance company had no knowledge of this. I asked for invoice via email , then was told they couldnt provide and would mail it. Never received and then started getting bill collector demands.

      Business Response

      Date: 08/08/2024

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

      Customer Answer

      Date: 08/08/2024

       
      Better Business Bureau:

      It was the gentle dental office located in ************* on *************** 

      Sincerely,

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

    • Initial Complaint

      Date:07/31/2024

      Type:Product Issues
      Status:
      Unanswered
      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 May of 2024 I went into the office of Gentle Dental on *************************** to resolve my bill and pay the bill off. I gave them the amount that was required and received a document stated that my bill is complete. they informed me that I would get another bill with the original amount still stating and to throw it away. they informed me it would take forty five days to correct. I did received the next bill with the original billing., so I discarded it. the next month we received another bill without the corrections on it . My husband and I drove to the office and asked to talk to the manger. ******************* informed us the bill was incorrect and they were sending an email to the corporate office. I did received a bill for 2024 that it was paid in full. That afternoon we received a call from Gentle Dental that the bill was correct and it was for the year 2023. They explained that the computer was updating , and that all the old information from last year just entered the new computers. I called my insurance company and got a print out of all the changes that I was billed for, they informed me that they resolved all the charges for 2023 and they sent a payment of ****** in June of 2024. I went to the office in person today to hopefully sit down and resolved the problem. They informed me the payment of ****** did not reflect my charges. I asked **** for the corporate number and she first informed that she did not have the number. She did give me the number for a ****** . I Returned home to find out it was and answering machine, in which I left a message. The policy for Gentle Dental that u must pay before the work is done. I received my QUOTE and paid the requested amount at the time of service. I paid in full cash. They informed what insurance pay and what is out of pocket, I paid my bill in 2024 in full and cash. I have a document with the manager name stating for 2024 all charges are paid in full with her signature and date.

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