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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.
    • 37 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:04/10/2024

      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.
      12/05/2022 Absolute crooks! Had an overdue bill sent to my old address from 6+ years ago. Called and they said I paid it in full of $580, then they said oh wait it was billed for $58.80 instead of $580 in dec 05/2023, I checked my bank records for both my cards. It shows no such transaction. I paid the bill in cash (which Ill never do again). They said they have no record of payment. They said I paid $58 on my card but not being in my records, and I asked them this, they said it should be and couldnt provide me w the last 4 #s of the card used.. I hate to accuse anyone of stealing but with no cameras at the register, they basically stole $500 from me. Absolutely ridiculous, I cancelled my upcoming appts. I ALWAYS pay immediately after my appts

      Business Response

      Date: 04/11/2024

      Good Morning,

       

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

    • Initial Complaint

      Date:04/01/2024

      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.
      Was receiving ortho care through this place. I decided that I didn't like their practice and the way they talk to/treat patients so I want to take my business elsewhere. They have been claiming I owe them a balance of around 600$ that I have confirmed with my insurance, not once, but thrice, that I DO NOT OWE THEM. They are refusing to service me until the balance is paid, however, are happily still billing my insurance despite the fact I haven't seen them since January of 2024. The place I want to take my business to, needs a discontinuation of services form signed by my current ortho that they won't continue to treat me while the new place is seeing me. They are refusing at this point to give me the needed documents to continue my care elsewhere and are holding me hostage in their care. I have confirmed with insurance that back in Jan of 2023 Gentle Dental waited an entire 180 days to bill my insurance, thus it was denied and CANNOT be billed to ME NOR MY INSURANCE. Getting ahold of them is like pulling teeth as they either refuse to answer the phone or lie about when they are in the office. Upon calling my insurance to look into it further, Delta Dental (my insurance) is now launching an investigation into their billing as they have said themselves that it was fishy the way Gentle Dental is billing them out. I just want my paperwork that allows me to go to my new provider. That is literally all I want.

      Business Response

      Date: 04/15/2024

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

    • Initial Complaint

      Date:03/25/2024

      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.
      My partner went to Gentle Dental in West ******* (they are insured through my insurance) in September/October 2023. After having several hundred dollars of work done, I received a check from my insurance (Delta Dental) for $177.60 as a reimbursement for overpayment. I deposited the check and then it was canceled by Delta Dental. When I call Delta Dental they indicated the provider (Gentle Dental West *******) had taken the money and that I needed to contact them to receive reimbursement. I called Gentle Dental in November 2023 and talked to the front desk person who looked up my account and noted that they had deposited the reimbursement and would be sending me a check in the the next 4-6 weeks for the $177.60. I have not heard from Gentle Dental or received a check since then. I have tried to call the office multiple times and only get a voicemail and never receive a call back. March 20, 2024 I went by the office and it was locked and it appeared to have been emptied inside. I called the corporate office who seemed to have no idea that the office was closed down and said they would call me in the next 48 hours to file a grievance for the missing reimbursement. At this time I have not heard back from Gentle Dental West ******* or Gentle Dental corportate.

      Business Response

      Date: 03/26/2024

      Thank you for reaching out to us. Someone will reach out to you within 48 hours.  - Thank you! 

      Customer Answer

      Date: 03/26/2024

       
      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. I have heard from someone at the business who stated they would follow up with finance to issue the refund. If I do not receive the refund I will open another case.

      Sincerely,

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

    • Initial Complaint

      Date:03/20/2024

      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 went to the dentist for an extraction of a tooth that had been crowned with a root canal. I was quoted one price and then when I got a bill in the mail saying I still owe money I was concerned. They told me that my insurance company did not approve the charge.Gentle dental says that I got a surgical extraction of my tooth And use that CPT code to bill my insurance company My extraction was only by forceps there was no slicing or sectioning or anything of my tooth I cannot understand why they can say it's a surgery if there was no surgical intervention The reception is at gentle dental would not let me explain myself she said if the dentist says it's a surgical extraction then it is a surgical extraction. I think the dentist is wrong and I believe this is insurance fraud and I would like to go on record of this

      Business Response

      Date: 03/21/2024

      Thank you fir reaching out to us. Can you please provide us with the name of the office. - Thank you! 

      Customer Answer

      Date: 03/26/2024

       
      Complaint: 21459025

      I am rejecting this response because: they needed the address of the local office. .. 

      I had my procedure done at Gentle Dental *********, ***********************************************************************

      I have tried to resolve this with that office to no avail.

       


      Sincerely,

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

      Business Response

      Date: 03/28/2024

      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:03/18/2024

      Type:Billing 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.
      2023 I was sent to collections for a ****** bill that I never received .... ***** investigation gentle dental did infact accept responsibility for never sending.me an original bill.. they said they would get it out of collections and I could.pay the bill ***** 6 months of several attempts to contact office about status of collections they told.me.to not worry about it and don't pay them. .They never contacted collection I ended up paying collection agency the original bill amount is a.lte fee penalty .because gentle dental said they would.fix it .During the time.of the first bill that went to collections there were More bills I received for services I never received. .I called gentle dental.They said don't worry about it I'm fact yes both of the bills.one for ***** and 1 for ***** were infact billed wrong. Just ignore the bills we'll take care of them .This has been going on for 6 months now every month I keep getting the same bills every month I call gentle dental they don't returny.xalls I have to physically drive 45 minutes walk into the office to get any kind of communication from them .I have been completely ignored when 9 walk into the office ******************* will tell the person sitting next to her to help me even tho she *************** is the one supposedly handling my billing . They don't say good morning or acknowledge I am standing at the desk .It's the weirdest thing.i even asked.them ..did 8 do something wrong.My last 2 small bills will be going to collections again and again gentle dental has told me.not to worry about it . But nothing is being done .I've been the only one communicating this whole time. With no. Response or even solution or answers from gentle dental .This has been on going for the last 9 months!

      Business Response

      Date: 03/19/2024

      Thank you so much for reaching out to us. Can you please provide us with office name so we can better assist and resolve issue.

       

       

    • Initial Complaint

      Date:03/13/2024

      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.
      In late 2022, I saw ******************************* at the Gentle Dental **************** (**************************************** ********, ** *****) after a decayed top front tooth fell out. ****************** recommended caps for the remaining front teeth because he said the rest were also decayed (though he did not show me evidence of the decay). ****************** said caps would be "what he would do" and assured me I would be able to eat foods such as corn on the cob. However, a dental tech at another office warned me that shaving down teeth for caps weakens them and makes them prone to breakage and recommended implants. Though due to the time and cost involved with implants I decided on caps. During January through March, 2023 I had caps installed. However, in the proceeding months two of the caps broke and fell out. ****************** said there wasnt enough of the original tooth left to reattach the caps. Now, the two remaining caps are also coming loose. Because of Dr. ******** substandard work Im requesting a full refund of $6175.00. A partial refund is not acceptable. Also, any additional work needed (e.g. implants) to fix the substandard caps costing more than $6175.00 should be free of charge.

      Business Response

      Date: 03/15/2024

      Thank you for reaching out to us. Please allow us to gather patient records. Please allow 48 hours and someone will reach out to you to discuss resolution. Thank you! 

      Customer Answer

      Date: 03/26/2024

       
      Complaint: 21423413

      I am rejecting this response because: I haven't heard back from Gentle Dental regarding my complaint. They said they would get back to me within 48 hours. As of 3/26/24 I have not gotten a response.

      Sincerely,

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

    • Initial Complaint

      Date:03/13/2024

      Type:Sales and Advertising 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 had a dental Appt on Feb 20 2024 where I had a filling. Since then the tooth has become very sensitive and painful. Ive called the office about 6-8 times to find out if its normal/request a consultation and the first time I called I was able to speak to someone and was told Id get a call back from the dentist. I never got a call back and my follow on calls were not answered. I left messages each time asking to have my call returned and never got a call back.

      Business Response

      Date: 03/15/2024

      Thankyou 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: 03/19/2024

       
      Complaint: 21424976

      I am rejecting this response because: it's not a solution, they asked for more information. 

      In answer to the question - the Gentle Dental office is the one located at ******************************************************.  This information was provided in the original complaint.  I made further contact with the office regarding my issue and the response received there was unsatisfactory - they let me know that my only option for treatment was to attend their "emergency clinic" but that there often isn't a doctor available during their emergency hours and the wait times can be upwards of 3-4 hours.  They told me that for an appointment to address the issue, I would need to wait for over a year.  


      Sincerely,

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

      Business Response

      Date: 03/21/2024

      I am sorry for the inconvenience. I will relay message to the Director Of operations and you will receive a call within 48 hours. - Thank you! 

    • Initial Complaint

      Date:03/12/2024

      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 was charged an extra $100 for X-Rays during my first visit. The front desk manager, *****, said that these would be forgiven. Month after month, I continue to receive an auto-generated bill for $100 saying that payment is overdue. I have called the office 4 different times and they do not ever pick up the phone or respond to my voicemails. The last message I left, I told them I was going to file a complaint and still no response. While the dental work was good, this is no way to treat a patient. The front desk staff is very disorganized and unable to complete a basic task. I would like the $100 removed from my bill and an apology for wasting my time.

      Business Response

      Date: 03/26/2024

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

      Customer Answer

      Date: 03/26/2024

       
      Complaint: 21408241

      I am rejecting this response because: I have not received a response from Gentle Dental of ********, **. 

      Sincerely,

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

    • Initial Complaint

      Date:03/12/2024

      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.
      Went in for a crown replacement. Told tooth to small so need to pull or add a bolt. Then poked around barely and said I need 3 new crowns. I questioned about why and was told its due to decay,l not cavivities, not I'm in pain, then was told due to my back molar that is barely has a wiggle needs to go to another doctor to xtreme clean to see if it can be saved.BTW they all spoke some other language the whole time,Spanish or ********, no idea. They told me to show up at 1pm and they came back from lunch at 1:15. With one girl then another but only could deal with us one at a time. One of the dental assistants is blind in on eye. The lady in reception told me she wanted to go home. There was a taped paper on the wall that said "due to it being the end of the year there is longer than normal wait times" its March. Uggghhhhh

      Business Response

      Date: 03/26/2024

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

    • Initial Complaint

      Date:03/11/2024

      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.
      12/28/23- Gentle dental issued a bill in the amount of $130.60. There was no services rendered on that date. The bill has no explanation of services or what they are actually billing me for. I have repeatedly called for an explanation and each time they state they are to busy at the moment to investigate it but will return my call. I have yet to have a return phone call with an explanation two plus months later. The last time I was seen in the office was in June. Per their policy all work must be paid for at the time of service. They moved to a new location and I believe are on their third set of staff in six months. Account number ********

      Business Response

      Date: 03/26/2024

      Thank you for reaching out to us. Can you please provide me with the name of the location? - Thank you! 

      Customer Answer

      Date: 03/26/2024

       
      Complaint: 21396929

      I am rejecting this response because: I have already provided the location on the original bill that I attached to the claim. Here it is again. 

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


      Sincerely,

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

      Business Response

      Date: 04/04/2024

      We apologize for the inconvience. Someone from the office will reach out to you within 48 hours to discuss a resolution. Thank you! 

    Gentle Dental is NOT a BBB Accredited Business.

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