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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:05/29/2024

      Type:Product 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.
      They took my money up front and did not deliver my dentures, they told me they were lost after 6 weeks of waiting. After asking for a refund all I get is a run around about it being a corporate matter. I have been waiting since February 12th and it is now May 28th. Their insurance claim was denied due to no response so there is nothing to reverse with *****. I have already filed a complaint with my insurance company.

      Business Response

      Date: 06/10/2024

      Good Morning! 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: 06/10/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:05/21/2024

      Type:Billing 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.
      My husband had dental work done last year and this company continually sends us bills for amounts that we have already cleared. My husband has discussed this in person with the billing department of this company and the last time he went he was told that we had covered everything and were clear. One of the charges we were being billed for they could not even see in their system. Despite being told we were cleared from any charges, we continue to get billed. All I want is for this company to clear our account and stop contacting us. We will never use them again.

      Business Response

      Date: 05/22/2024

      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

      Customer Answer

      Date: 05/30/2024

       
      Complaint: 21725063

      I am responding to the companys request for more information.

      The complaint is against the Gentle Dental location in ********, ***

      I would also like to note the dispute is not for $1700, this is the amount we have already paid the company. The bills we are continually receiving are for $47 and $54.


      Sincerely,

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

    • Initial Complaint

      Date:05/21/2024

      Type:Delivery 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.
      My daughter had an appointment scheduled at 3pm today. I received SEVERAL texts and emails for the week preceding this appointment. Yesterday I received a call to verify the appointment time and date. I confirmed with whoever called. Today the office in ***********, OR called me at 2pm saying my daughter was late and because this was her third time they could not schedule her again for a year or some such garbage. **** claimed they had a staff meeting that has been on the calander for months and they wouldn't have made that appointment. She continued to tell me the appointment was for 2pm and not 3. I have all the emails and texts verifying the 3 pm time. They did the same thing to me a few years back and still won't schedule me an appointment. We are on OHP and can't be seen anywhere else. It appears these people are in the practice of s******* the lower class out of preventive care.

      Business Response

      Date: 05/22/2024

      Thank you so much for reaching out to us. Please allow us to gather information. Someone will get back to you within 48 hours. - Thank you. 

      Customer Answer

      Date: 06/02/2024

       
      Complaint: 21719031

      I am rejecting this response because: 48 hours has come and gone and I have heard nothing from the company. 

      Sincerely,

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

      Business Response

      Date: 06/12/2024

      Can we please obtain the office name so we can better assist. - Thank you.

    • Initial Complaint

      Date:05/15/2024

      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.
      On May 13th I went into Gentle dental flamingo to get my X-rays (around 2pm) because when I called they said I had to get it in person. I arrived and let the receptionist know I was there for my X-rays since I was moving dental offices. She asked a lady in the back where the authorization forms were and the lady told her to just give me the records: no one asked for my id or any other identifying information which is concerning. In addition I was provided a paper copy and told that was all I needed when I asked for X-rays or any reports of treatment plans. She again told me it was all I needed and proceeded to answer the phone. Since my insurance already paid for X-rays I need them and its starting to feel like withholding. If this isnt resolved I will file a complaint. I have reached out to the corporate number with no response.

      Business Response

      Date: 05/16/2024

      Good Morning ********************,

       

      Thank you fir reaching out to us. Please allow us to gather information. Someone will contact you within 42 hours. - Thank you! 

      Customer Answer

      Date: 05/21/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:05/13/2024

      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.
      I was scheduled for a tooth extraction on May 10, 2024 at the Gentle Dental ********* location. I called on Monday, May 6, 2024 to find out what my copay would be. I had to leave a message and waited for a return call. I then called today again since my procedure would be tomorrow. I was told I would owe $955 for the extraction of one tooth. My insurance would be billed more than $3,000 for one, simple extraction. I am disabled with a very limited income. I informed them that I could simply not AFFORD $955. I asked if I could reschedule so I could contact my insurance company. I was told it would cost me $250 to reschedule. I then asked they cancel it. They told me that would also cost me $250.I contacted my insurance and was told I should have FULL coverage for an extraction. I understand that should I need an additional unit of anesthesia, it would be my responsibility. I have no idea how to bridge the gap between information from my insurance company and that of the dental office.It is not acceptable to charge a patient $250 BECAUSE they cannot afford the $955+ procedure! I am sorry for any inconvenience to the staff of Gentle Dental *********. I was remiss in not repeatedly calling for information, but I did not want to overburden them with repeated messages. I ask respectfully that they forego charging me this exorbitant fee.

      Business Response

      Date: 05/14/2024

      Thank you for contacting us. Someone is going to reach out to you within 42 hours. 

      Customer Answer

      Date: 05/22/2024

       
      Complaint: 21691888

      I am rejecting this response because: ********** has not reached out to me,  I tried calling TWICE with no return call (left my number with the employee answering phones) and I received a bill for $386! I am appalled, as this is unacceptable. 

      Sincerely,

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

      Business Response

      Date: 05/31/2024

      Good Morning **********************,

      Please allow us to find a solution. Someone will give you a call today. - Thank you ! 

      Customer Answer

      Date: 06/03/2024

       
      Complaint: 21691888

      I am rejecting this response because: I still have received NO communication from Gentle Dental. There has been no attempt to resolve this erroneous charge. This is incredibly frustrating.

      Sincerely,

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

      Business Response

      Date: 06/20/2024

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

      We apologize for the delay in response. We have sent out an expedited request to have someone reach out to you within the next 48 hours or less. Please let us obtain information so we can better assist you. 

       

      Customer Answer

      Date: 06/26/2024

       
      Complaint: 21691888

      I am rejecting this response because: There has been NO attempt b6 this business to resolve this complaint! This business has neglected to even attempt to contact me,  while I have tried contacting them several times.  I do not understand why. 

      Sincerely,

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

      Business Response

      Date: 06/27/2024

       

      Dear **********************,

      We have made several attempts to reach out to you. Per Business Manager, you were informed and signed an agreement regarding the missed specialist appointment fee and in addition you requested sedation, it was not ever made mandatory. Several calls and texts were sent to you regarding confirming your appointment, since you had requested an early time if it became available. You were also aware that the sedation may not be covered by her insurance if they do not deem it medically necessary. 
      BM also replied to the first complaint regarding the same matter. 

       

      Please let me know how else we can help.

       

      Thank you


    • Initial Complaint

      Date:05/08/2024

      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.
      Business declined to provide full records, any and all notes even outside of regular patient charts, including whom else agency, individuals, or affiliated/contracted parties that accessed records or performed additional services.Business did not explain what happened during procedure as there was additional actions done. I woke up in another room and have complications from a bump hard object stuck. You can feel it by hand and two other facilities confirmed the bump slightly past where the wisdom teeth used to be on both the bottom spots. I only consented to wisdom teeth extraction and nothing else and not sure what it is but it's very painful. They waived payment which is more suspicious than generous for a dental office.....we'd like to have all records of financial documents as well. It felt like I was put in a mini seizure rather than given gas and still have questions what they did/used, side effects, etc. We would also like them to remove or fix this mixup and correct it from further dental or other problems.

      Business Response

      Date: 05/21/2024

      Good Afternoon,

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

    • Initial Complaint

      Date:05/08/2024

      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 completed all Invisalign series. I paid in full based on their estimate 13 months ago after they said they ran my insurance. There has been no contact with any issues and I was at the office many times. 13 months later they tell me I owe $2,600 because the insurance didn't cover it. This was paid fully over a year ago.

      Business Response

      Date: 05/09/2024

      Good Morning,

      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: 05/13/2024

       
      Complaint: 21680856

      I am rejecting this response because:

      Office= gentle dental ***** ***** ************

       

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

      Sincerely,

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

    • Initial Complaint

      Date:04/24/2024

      Type:Product 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.
      2/24/2024 Dentist performed unauthorized treatment to which I was billed for but did not consent to. The original treatment plan I consented to was a general cleaning for a total of $110. When I arrived at my appointment, the hygienist started to perform scaling, a procedure I had previously refused. I told the hygienist that I did not agree to this procedure to which they stated that it was in my treatment plan in their system. After the cleaning they then went ahead and charged me for the scaling since it was the treatment I had received. I did not consent to the procedure. It caused unnecessary harm and stress to me as the patient, and they additionally charged me for a procedure I did not agree to, a total of $271. Following the appointment, I reached out to the office for a refund (2/26), to which they agreed that they messed up and would refund me $161 ($271-$110). With this refund, they would still be billing me for items that I did not receive (fluoride varnish, $30). It has been two months in which I have called them multiple times since and they keep saying the refund is still processing. I believe I am owed the refund for the procedure I did not consent to, $191.

      Business Response

      Date: 04/25/2024

      Good Morning.

       

      We apologize for the inconvenience. Can you please provide us with the office name so we can better assist. - Thank you

    • Initial Complaint

      Date:04/18/2024

      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 went to Gentle Dental in January of 2024 for an exam and cleaning. After my x-ray was taken, a dentist briefly looked at my teeth (less than 2 minutes), then said I needed a deep cleaning and walked me to the accountant, who handed me a $1,000 estimate. (This, as Gentle Dental's negative online reviews attest, is this office's business model.) I was told that I needed a deep cleaning because of my inflamed gums, but Gentle Dental refused to use the code provided by my insurance, Delta Dental, which would have covered 100% of a deep cleaning/root scaling for gingivitis. Because my exam was haphazard, I would like for Gentle Dental to reverse the charge made to my insurance so that I can get my exam elsewhere.

      Business Response

      Date: 04/22/2024

      Good Afternoon,

       

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

      Customer Answer

      Date: 04/30/2024

      Gentle Dental Community *************

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

    • Initial Complaint

      Date:04/18/2024

      Type:Billing 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.
      Was charged by Gentle Dental for my daughter's appointment. I called my insurance company and they said they would pay gentle dental. I called gentle dental multiple times to let them know my insurance would cover it, and they just had to bill my insurance again. They sent me to collections and I had to pay over $226.53 for a $204 bill. I have called multiple times to get a refund, as they have accepted payment from my insurance company as well. This has been going on for over a year and I still have not been issued a refund. I have called numerous times.

      Business Response

      Date: 04/22/2024

      Hi,

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

      Customer Answer

      Date: 05/02/2024

       
      Complaint: 21583804

      I am rejecting this response because:

      Sincerely,

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

      The clinical was Cornell Gentle Dental:

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

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