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

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.

Initial Complaint
Date:07/29/2024
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.
This complaint relates to the Gentle Dental location at ************************************************************** best the staff here is incompetent and at worst they are engaging in misleading and fraudulent billing tactics. This office is covered by my insurance. At the end of 2023, the dentist referred me to their periodontist for a consult. The front desk informed me it would be covered by my insurance. I would not have done it if it was not covered. I saw the periodontist and paid my copay. Later, I received a bill for the balance of the charges. My insurance told me that even though the practice was covered, this specific periodontist at the practice was not covered at that location but is covered at others. The person at Gentle Dental told me she knew about this issue. Gentle Dental checked before I went forward with the appointment and told me he was covered. I should have been able to rely on their representation.I called the office again and was told that they would waive the fee due to the error. But I kept getting bills. Every month I would get the bill and would have to call again, explain the situation again, and again they would tell me they would waive the bill. This cycle continued for six months. They kept telling me they would handle the bill--yet I continued getting billed. Six calls. No one at this office could manage to fix the situation despite that they kept telling me they would.The office refused to respond to my complaint with the Attorney General's Office.I also remembered that the year before, I had consulted with a different Gentle Dental periodontist for another issue. I was also told then that it was covered by my insurance. When I dug deeper, I realized that they also billed me for the balance that time too. I did not realize it and just paid the bill. This is a common practice with Gentle Dental which now appears to be purposeful fraud.
Initial Complaint
Date:07/15/2024
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.
My daughter began orthodontic care at Gentle Dental ************* (**********************************************) in August of 2022. Their ************* office closed leaving us without a local office or Orthodontist in our area. Gentle Dental stated they would pay and transfer our account to a separate office in order to finish our daughter's ortho care. A year later, our daughter is still not receiving the care they promised to provide. We have spent thousands in dental care and have yet to receive proper service to finish our daughters braces. They claim they came to a settlement with the new office with regards to final payment and the transfer of paperwork. However, the new office still has not received anything in regards to our account. ********************** gives us the run around telling us things are in the works but months and months later, still nothing. My daughter's braces are breaking in her mouth and she needs to be seen. The Gentle Dental staff (******: Ortho Manager, *****: Office Manager, *************** have all claimed to be working on our account but month after month, we still don't have a resolution to our situation. We would like to have our daughter's orthodontic care completed.
Initial Complaint
Date:07/10/2024
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.
This company had refused to call back when they say they would over the course of numerous months. I kept calling back after their deadline expired for the support call back. They never called back even once. They are charging me for dental procedures from a year ago. Every bill they sent was different like they were trying to see what would stick. They are supposed to inform me if a procedure is not covered BEFORE they do the work. I paid the ******************************************************************************************************************************************************************** at all, they are now trying to charge me interest of 183 dollars on the prior 1303 dollar unpaid balance. I asked them if I should pay even though I though it was their fault and they said I should not, so I did not. I would call them but they would not call back I presume.
Business Response
Date: 07/22/2024
Good Afternoon,
Thank you so much for reaching out to us. Can you please provide me with the office name so we can better assist. - Thank you.
Customer Answer
Date: 07/23/2024

Complaint: 21943415

I am rejecting this response because: ********** is *********** Seems I had to reject the response to input this response.

Sincerely,

*************************
Initial Complaint
Date:06/25/2024
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.
Office location of ******** ******************************************************** Date of transaction(s) where the balance owed is not understood by financial **** in the office, they claimed they changed systems and needed to look into things. I have made large payments at each visit of $500 or more. I keep receiving a statement reflecting a large balance with no information just the amount owed. I have reached out to the office on three different occasions spanning over 6 months and was told by the finance/office manager your insurance hasnt caught up with all of our billing so ignore it. However, the next statement that is sent reflects a higher balance. I sent an email requesting an itemized statement that reflects all billing and payments made by myself and insurance. To date, I have not received any such statement, nor a response to the written request but they still send statements.
Business Response
Date: 06/27/2024
Thank you for reaching out to us. Please allow 48 hours so we can gather information and provide you with a solution. - Thank you!
Customer Answer
Date: 06/27/2024

Complaint: 21892780

I am rejecting this response because:
Rejecting is the only option to ensure that the complaint remains open for the 48 hours they requested to present their response. I am respectfully asking for all billing and payments made by insurance and patient.

Sincerely,

***************************************
Initial Complaint
Date:06/20/2024
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.
Procedure: Wisdom Teeth Removal Date: 05/18/2024 Doctor: ******************************* Sales Rep: ******* ****************** at Gentle Dental Fairwood)- Issue at hand -While on IV, I was informed that they ran my insurance and told me my out of pocket cost would be ******* since bone grafts and some other procedures were not covered by my insurance. It was surprising because my insurance is good and given the distress, already connected to the IV and in pain, I paid. They were unbundling many of the procedures to maximize the charge on me.When the *** came, my out-of-pocket cost was supposed to be 191$. I have tried going to the practice 7 times, printed copies of the *** and presented them directly to them and have tried calling them to a point where now, they are not receiving my calls (I try to call at a cadence of 1 week).This money was in a HSA account, had they not deceived me or pressure me into paying while in distress, it would have gained interest and be provide more coverage for my family which includes a son who recently had febrile seizure bouts and a type 1 diabetic wife. It is distressing.Briefly state what you would consider a reason
Business Response
Date: 06/20/2024
Thank you fir 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!
Customer Answer
Date: 06/21/2024

Complaint: 21869236

I am rejecting this response because:

They called saying that they will be mailing a check. Keep in mind they charged a HSA card on the basis of lies. They cost me the interest this money would have gained during this period of trying to resolve this issue that they caused.

I have been getting told a check is being mailed for a month now so until they day I receive it, it is but a dismissal. Even worse, hearing from the front desk that it may take another month to mail it goes to show you that this is all to shut the customer up. It is 2024, mails do not take a month to process! More money lost.

Sincerely,

***********************
Initial Complaint
Date:06/17/2024
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.
In March 2023 I went to ****** Dental for regular teeth cleaning. Before going they confirmed that my Humana Ins. would cover the cleaning. At that time after examination was told that I needed more dental work such as root canal, crown etc. and should have a deep cleaning. Was told the charges for the root canal and crown. Insurance dont cover those but it will cover the deep cleaning. Since they said insurance will cover the expense for deep cleaning it was done. There was never a mention of the charges for a deep cleaning.A few months later a bill was received for $746.00. My husband (*****) went to the dental office to complain and stated that they said the insurance would pay for it. He talked to the manager ********************. She looked up the account and said according to their code in their system the insurance would pay for it, but obviously the insurance would not and that Im still responsible for the bill. I am retired on social security and certainly do not have $746.00 to pay for a dental procedure that I was told insurance will pay. If I knew I would have to pay that amount I would not have had it done.I think its very poor business practice to tell someone that yes insurance will pay for it then when that business finds out insurance wont pay then they still want the person to pay. Thats deceptive business practice.Now the matter has been sent to a collection agency, and I refuse to pay.The account # with Gental ********************** is ******** The account # with the collection agency *************************** ********
Business Response
Date: 06/18/2024
Good Morning,

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 so much!
Customer Answer
Date: 06/19/2024

Complaint: 21855892

I am rejecting this response because: ********** location in question is, Gental Dental, Office NumberMarana. Address *******************************************************************************************************************

Sincerely,

***************************
Initial Complaint
Date:06/14/2024
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.
I had x rays taken on 6/3/2024. I need a copy of the **rays in full resolution to be emailed to me so that I can forward them to my periodontist. The office is ignoring the many requests I have made to them. State law requires them to release such info within 5 days of the request.
Business Response
Date: 06/17/2024
Thank you so much for reaching out to us. Can you please provide me with office name so I can better assist. - Thank you
Customer Answer
Date: 06/21/2024

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. ********** did eventually email me my X Rays. Thank you very much for your assistance.

Sincerely,

*************************
Initial Complaint
Date:06/13/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 15, 2023, I went to Gentle Dental ************ ************************************************ for a regular dental evaluation. The doctor performed x-ray on my teeth and told me I have bone loss and I should have Scaling Root Planing on the same day for two Quad and on November 16, 2023 for the other two Quad. The front desk staff told me she checked with my insurance provider Guardian that I only needed to pay $186.2 out of $931 and Guardian will cover the rest. Guardian later denied their request because there is no indication that I have bone loss so they won't cover Scaling Root Planing. This denial makes it clear that the diagnosis was incorrect and that I was misled about my insurance coverage. I request the removal of the full charges ($772) related to the scaling and root planing procedure, including the removal of the bill for $640.80 and a refund of the remaining amount($131.2). It is unacceptable that I should bear the cost of a treatment based on an incorrect diagnosis and misinformation about insurance coverage.
Business Response
Date: 06/13/2024
Thank you so much for reaching out to us. Please allow us to gather information and someone will give you a call within 42 hours.
Customer Answer
Date: 06/25/2024

Complaint: 21831426

I am rejecting this response because: They responded that they will call me in 42 hours. I waited 7 days and they never called me.

Sincerely,

Yuanguo Lang
Initial Complaint
Date:06/05/2024
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.
Dec **********************************************************, my husband was told he needed a RC. He was referred out to have it completed and told to return afterwards to have the crown seated. He was told that his out of pocket cost for the crown801.60had to be paid upfront in full that day. He paid the full amount due. On March 5th, 2024, he returned to ** skyline and was told he had to pay the outstanding balance of ****** on the account before they would seat his crown. He did. When he informed me of this I was like no - you paid everything due in Dec. I called and spoke to *****, the office mngr. She informed me that the balance was actually mine, but couldnt tell me what it was for due to a new computer system . As I have had no work done recently and paid whatever I was told to pay at time of service, she agreed it didnt look correct. She stated she was going to have the billing office complete a review. Give her a few days and shell be back in touch. We went back and forth for close to a month before she finally told me that yes there was an error and I had been given a credit on my acct. of ****** approx. For starters, thats not the amount Im disputing, wheres the rest? second, I do not want a credit I want the money back I was charged. Finally, its been THREE MONTHS! Not once, not one time, has she ever called to follow up with me. To take ownership of the issue, to do what she says shes going to do. NOT ONE TIME! *** left message after message, after message. She wont return my calls. Ive spoken to ************************* in your customer service area. She ASSURED me she was going to get with another manager and ***** and get this resolved . Nothing. The inability to resolve an error your company made is bad enough, but the complete lack of communication/follow up/ownership/courtesy is going to end up costing you customers. I for one wont be back. Which is upsetting as the Drs, *********, dental assistants, etc are wonderful.
Business Response
Date: 06/06/2024
Thank you so much for reaching out to us. Please allow us to gather information to better assist with the resolution.

Someone will give you a call within 42 hours. Thank you !
Customer Answer
Date: 06/10/2024

Complaint: 21809348

I am rejecting this response because: Not a resolution. Only a notice complaint was received. No other option to respond.

Sincerely,

*********************
Business Response
Date: 06/19/2024
Someone will reach out to you within 48 hours to discuss a resolution. - Thank you.
Customer Answer
Date: 06/25/2024

Complaint: 21809348

I am rejecting this response because: This complaint/issue was brought to your attention three weeks ago. I have been informed-twice-since it was submitted that someone would be calling me. I have heard nothing from anyone.

Sincerely,

*********************
Initial Complaint
Date:05/29/2024
Type:Service or Repair 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.
I am a current ortho patient at Gentle Dental Green Valley ********* location and opted to pay for Ortho Reimbursement through my ****************** health coverage. Faith ****** Treatment Coordinator) is HORRIBLE and she messed up my claim. I am due a $393.93 reimbursement every 3 months (after I already paid in full through Care Credit). The claim did not list me as the receiver of the reimbursement and listed Gentle Dental as the receiver. Guardian confirms this check/payout was received by Gentle Dental on February 13th, 2024. I have followed up with Faith and Gentle Dental NUMEROUS times over the last 5 months and they keep giving me the run around that they can't find the check or the payment despite Guardian showing that it was cashed/collected successfully. Guardian has provided the *** number to me and Gentle Dental, and Gentle Dental still claims they cannot find it and require a photo proof that the check or electronic payment was created. Nobody at Gentle Dental cares that my money is missing. I am due another $393.93 reimbursement in June, and Gentle Dental appears to be pocketing my money as they have been absolutely useless in tracking the payment IN THEIR OWN SYSTEM. I've tried to get them to FIX my claim so that future reimbursements get sent directly to me, and they claim that is not possible. This company is a smoke and mirrors show. Horrible customer service, horrible follow-*** from team members. I just want the money owed to me and to get this corrected. I am due a $393.93 reimbursement every 3 months during the remainder of my treatment in progress. This needs to get rectified asap, I have been more than patient the last 6 months and have been given the run-around every step of the way.
Business Response
Date: 05/31/2024
Thank you for reaching out to us. Please allow us to gather information, someone will call you within 42 hours.
Customer Answer
Date: 06/06/2024

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. They called me on Friday letting me know my insurance provided them with the incorrect Direct Deposit number, and they were able to finally locate the funds received from my insurance. I have received the first installment of my reimbursement from Gentle Dental.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Gentle Dental is NOT a BBB Accredited Business.