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Business Profile

Dentist

Gentle Dental

This business is NOT BBB Accredited.

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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:03/08/2024

      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.
      This provider offered dental services for wisdom teeth extraction and delayed getting records multiple times for several years. I've had complications and another dental office confirmed there was something in my jaw like tooth, dental tool, or something on x-ray. When I asked for my records again including doctor notes and any contractor or affiliated business or others accessing me or my records they declined. They also looked nervous when I reported what the other dental office found. In addition, during my care I felt I was put into a seizure or non responding state, woke up to severe problems they refused to correct to this day, severe headaches and ringing, had my pants unbuttoned and unzipped which has no basis in a dental office, and woke up laying in another room not a dental office chair. They waived the fees for the extractions when we went to pay and want to know what actually happened. That is not how wisdom tooth extraction is done.

      Business Response

      Date: 03/19/2024

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

    • Initial Complaint

      Date:03/06/2024

      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.
      2/23/2024 I went in to pay on my bill and inform them I did not have the total amount. I was told to come in so that they could adjust my bill as I had just received new insurance. I was told that I was scheduled to have my braces removed but I know I have almost a year of service to go. I KNOW their office manager put that on my account as a act of retaliation.Back story is I have informed them that their office manager was not to have any contact with me or with my account. I have never dealt with ANYONE so evil and unprofessional as ******** at the St. ************************* location. I work for the *** and just went through a lay off and strike a few months ago. I called, went to the location and this lady would not return my calls or see me when I came to discuss my bill. On one occasion when I came to speak with her she stood in their hallway staring at me as if she wanted to do something to me. I have never done anything to this woman and I am shocked that she is allowed to still be employed after several of my complaints. So since I told them I did not want her to even speak to me she went in my account and put that I was there to have my braces removed. Now if the receptionist wouldn't have said it I would have sat down and the would have started the procedure. She is like a cancer to that office and needs to go! My daughter went to have her braces removed just this passed Friday and told me she thought they were being unprofessional and having her wait extra long for her retain due to the office managers beef with me. And that's terrible. I love ****************** but I am disappointed that she has allowed this woman to work for her.

      Business Response

      Date: 03/07/2024

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

    • Initial Complaint

      Date:03/01/2024

      Type:Customer Service 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.
      On February 19, 2024 before 9am, I called Gentle Dental Thunderbird to cancel and reschedule my appointment scheduled for February 20, 2024, because I was sick with Flu/COVID like symptoms. The front desk staff member (*****) rudely and inconsiderately told me if you don't come in tomorrow for your visit you will have to pay $75 for a no show and I can't reschedule your appointment, my Office Manager will have to call you back. I waited all day on February 19, 2024 for a callback from the Office Manager to reschedule my appointment. I never received a callback and I checked my voicemail there were no messages from anyone connected to Gentle Dental. I called back early Tuesday morning to reschedule my appointment and to talk to the Office Manager regarding *****'s rudeness. I was hold for a length of time, but the Office Manager (*******) finally came to the phone. ******* also rudely repeated what ***** said that I would be charged $75 for not canceling 48 hours in *********** proceeded to tell me that I should have called over the weekend while they were closed and left a voice message. He said, he would've known to call and leave message. He also said, he guess he was raised different, implying that I was to too stupid to call a closed office on the weekend to leave a voicemail 48 hours in advance cancelling my appointment. The conversation between ******* and I continued with him being very rude, over talking me and stating that Gentle Dental Thunderbird is "His office and he does the hiring and firing of the dentists and hygienists". He preceded to act and even say that I threatened him verbally, which is very untrue. So, I said that I was going to speak with my dentist and my hygienist regarding his and *****'s behavior including him falsely accusing me of threatening him, that led to ******* telling me that he is taking me out of their system and I am banned from all Gentle Dental facilities. I now have to pay $85 out-of-pocket to a new dentist.

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair 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.
      I have received the same bill for $750 from Gentle Dental **************** account #******** five times for the last five months. I always pay the remaining balance either before or after my treatments. I called and went into the office in person to show my current dental insurance, GEHA, ID #******** phone #************, I found out the $750 was for my Orthodontic Invisalign Treatment back in 2021. My insurance was ***************** and Blue Shield with my former employer, Kroger, ID #**** ( I don't have the full acct #) phone #************. It was termed when I switched to another company. BlueCross BlueShield *** Dental, ID *********. Anthem only paid half of the bill which was $750 out of $1500. I called Anthem because it was termed and they transferred me over to the *** Dental. They told me all I needed to do was talk to Gentle Dental to resubmit the claim to them with the Anthem Kroger EOB, they would send another check out. I wrote down the instruction details on the back of one of the bills and went into the ****************** I was hoping they had better front desk staff would do a better billing job. The lady made the call in front of me and told me my insurance termed. I asked her did she call *** Dental and the phone # that I told her. She said she did not. She called Anthem but she would pass on all the information to her billing manger to rebill again. I called *** Dental after receiving the fourth bill, they said they had not received the resubmitted claim from Gentle Dental for my orthodontic treatment service. I have been dealing with Gentle Dental since October 2023 for the bill back from 2021. It is so frustrated to receive a bill after 2 1/2 years and I visited the office more than 15 times and nobody bought up the issue to me. Please help me to resolve this problem to submit the Anthem Kroger EOB to *** dental, then submit the Anthem EOB and *** Dental EOB to GEHA. Thanks.

    • Initial Complaint

      Date:03/01/2024

      Type:Billing 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.
      I had 2 Phases of work done on 9/5/ 2024 concerning teeth under a ************* one I was $2,017. I was told to pay $2,173.00 at time of service. I was credited $156.00 Second phase total charge by office was $2,010.00. Paper submitted shows their calculations which only subtracted one of the insurance payments for D6740 and did not adjust the *** per insurance. For my share. I submitted copy of what insurance paid.I have repeatedly called the office and sent a letter concerning that the bill was calculated wrong. No one ever called back regarding the letter. When speaking to them on the phone they would not address the fact that the amount billed was incorrect. Last time I called ****** said to wait to discuss payment until corporate sees the last response from insurance. I received the bill a couple weeks later and it did not change.I have also sent in a grievance to the insurance regarding the dentist office over billing and the dental insurance itself has not paid my the full yearly $2000.00 for dental repair. They responded that they would send my underpayment request back to united healthcare. This is Gentle Dental in Hesperia. ******************** 17 Phone number ************* My account # ********

      Business Response

      Date: 03/04/2024

      Thank you for reaching out to us. Please allow us to gather information. We will contact you within 42 hours to discuss resolution. Thank you! 

      Customer Answer

      Date: 03/09/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2024

      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.
      08/2022 I was beginning treatment for a root canal. It failed within a few months. I went back to get it retreated and was told I would not have to pay for the second treatment. I spoke on the phone with someone from the *************** and also signed paperwork at the ******* office the day of second procedure (01/2023) stating I would not pay. However, I received a bill in the mail for me to pay the full amount for the retreatment. I tried to call multiple times in the past year and no one responds to my call nor my voicemail. I called the customer service and corporate numbers and also got no response. I then requested for all records and was ignored. I went in person into the *************** and asked for my records but was only given a portion of my records. When I asked for the remaining, the front desk person let me know that he was unable to give me the rest. I also asked to speak to someone about my bill and they let me know that someone will give me a call, but I have not heard from anyone in weeks.

      Business Response

      Date: 03/04/2024

       

      Please allow us to gather information. Someone will reach out  to you within 42 hours to discuss resolution. Thank you! 

    • Initial Complaint

      Date:02/26/2024

      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.
      Dear Gentle Dental Northpointe or whom it may concern,I must express my extreme dissatisfaction with the service I have received from your clinic.I began my orthodontic treatment with your clinic on March 1, 2018, and over the course of two years, I paid a substantial sum of $6700. Despite this significant financial commitment, the quality of service and attention to my concerns have been shockingly inadequate.My original retainers, received around August 12, 2021, were outdated and proved ineffective due to their inability to maintain their rigid nature. Subsequently, I was fitted for a new retainer around February 11, 2022, which, according to your treatment team, should last 3-5 years. To my dismay, the new retainer broke after just one use, splitting across one of the front teeth.I promptly contacted your office, and despite multiple calls, I received no response from the orthodontic team as promised. This lack of communication is unacceptable, especially considering the substantial investment I made in my treatment.On February 2, ****, I called to request my molds or scans, intending to seek assistance from another orthodontist. Despite assurances that I would receive a callback, I am dismayed to report that, as of today, no one has returned my call. I have left multiple voicemails, received unfulfilled promises of callbacks, and encountered an overall lack of professionalism and courtesy.I find the treatment I have received from your company to be completely unacceptable. I demand an immediate resolution to this matter. I insist on obtaining my scans and molds promptly. Additionally, I expect a replacement for the faulty retainer, which broke upon its first use.My experience has been disheartening, and I trust that you will rectify this situation promptly. Failure to do so will leave me with no choice but to escalate this matter further.I await your urgent response and resolution.

    • Initial Complaint

      Date:02/07/2024

      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.
      My wife recently visited this dental office in the month of December for a cleaning and filling (currently Feb 2 at the time of this writing). Both me and my spouse have coverage through Tricare and we were billed as uninsured. I have made several attempts to reach someone in billing, well over 1 dozen voice mails and several phone calls later, I have had no resolution and it was stated that they have noone in billing that can help.Today, i continue to receive this bill in the mail stating that i am responsible for the full (and uninsured) amount and it is getting sent to collections.....I have no contact to resolve this issue and need this situation resolved before it damages my credit......

      Business Response

      Date: 02/08/2024

      Good Morning ! Thank you for reaching out to us. So we can better assist you can you please provide us with the office name. Thank you. 

      Customer Answer

      Date: 02/21/2024

       
      Complaint: 21238577

      The location of this is:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/30/2024

      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.
      Gental Dental is not processing my insurance properly. Every time I called them they said they would fix the billing issues, but the next month nothing would change. I last contacted them 08/25/2022, as they said they would handle it with the insurance company and I no longer needed to worry. It looks as though they have changed billing systems or something, as there was now a "balance transfer" for $732.75 that they are now trying to bill me for. I do not owe them any money, as they should have billed my insurance years ago.

      Business Response

      Date: 01/30/2024

      Good Morning and thank you for reaching out to us with your billing concern. I have sent information over to the ** and DO so they can further look into the matter to get it resolved. Please allow us to review your information, Someone will give you a call within 48 hours. Thank you.

    • Initial Complaint

      Date:01/24/2024

      Type:Billing 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 March 10, 2023I had Gentle Dental put in dental implants. I paid in full. As per their regulations you are to pay in full before you have any dental work done. I paid approximately $1600. I was sent a letter from ****************************, stating that I had to pay an additional $468.74. I called Gentle Dental and talk to them about it and they said that they had recently changed over their billing procedures, and they had incorrectly billed me and they would take care of it. They told me not to worry about it any longer. On October 17, 2023. I received another letter saying that I still owed the money. I have called them practically every week and it is now January ****. They told me that they needed some signatures, and then it would be corrected. Now they are no longer answering my calls or calling me back. The invoice number is **** 21 ****. It is now 10 months later, and the collection agency said that this will start to reflect my credit.

      Business Response

      Date: 01/25/2024

      Good Afternoon,

       

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

      Business Response

      Date: 01/25/2024

      Good Afternoon,

       

      Thank you 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: 01/30/2024

       
      Complaint: 21190552

      I am rejecting this response because: this is for Gentle Dental in ********, ******. ********************************** ******** **, *****. Phone ************. Im sorry it only gives me the opportunity to except or reject.  Credit agency is asking to take from my taxes now. I have tried to call Gentle Dental again today. Left a message and still no response. I called them several times a week and not getting a response.

      Sincerely,

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

      Business Response

      Date: 01/30/2024

      Hi *************,

      Thank you for providing us with the location name. We will review your information and we will get back to you within 48 hours with a resolution. We apologize for the delay. 

       

      Customer Answer

      Date: 02/09/2024

       
      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.

      Sincerely,

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

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