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

Customer Complaints Summary

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

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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:01/17/2024
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.
Back in February 2023, I had a routine appt. I had been twice before to the ******* location without issue using my insurance. In November and December 2023, I receive a bill for ******. I call the office and they blame my insurance and say its likely due to the timing of my appts. I say no that cant be. They continue to gaslight me and tell me to call insurance. I am told by insurance that the dentist who saw me is out of network. The office said billing would call me. No call so far. No contact for billing. No information about this bill until now.
Business Response
Date: 01/19/2024
Thank you so much for reaching out to us. Can you please provide me with the name of the office so we can better assist and fund a resolution. Thank you!
Customer Answer
Date: 01/22/2024

Complaint: 21155077

I am rejecting this response because: I included the name of the office in my complaint. It is ****************** office in *******. I have not received any communication regarding this matter and its resolution.

Sincerely,

***************************
Business Response
Date: 01/25/2024
Thank you ******* for your response. We are currently reviewing your information to find a resolution.
Customer Answer
Date: 01/30/2024

Complaint: 21155077

I am rejecting this response because: no resolution has been reached.

Sincerely,

***************************
Business Response
Date: 01/30/2024
Hello ****************,

The ******************* PM tried reaching out to you with no luck. She stated she left you a message to please contact her by calling the office. I will have her try giving you another call tomorrow. Thank you
Customer Answer
Date: 02/13/2024

Complaint: 21155077

I am rejecting this response because I would just like written confirmation the bill is no longer due. I have not received information that further action is required from me and unless you state otherwise in response, I will assume this matter is resolved.

Sincerely,

***************************
Initial Complaint
Date:01/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
First visit on 10/14/22. Teeth #** and 29 prepped for crown on 11/18 and temp placed by ********************, who left the practice immediately after a bad prep for my crown. She left me and my gums in severe pain due to severe brusing and cutting of my gums. The second prep was done by ***************************** ****, who stated she could not *************** until she reprepped. Afterwards, many returns for crown delivery until February 7th for the last crown. I asked for compensation for my pain and suffering from day one until todate and *****************************, office manager continues to stall me. I was given the corporate phone number so that I could discuss my complaint and the phone is never answered. Todate, I continue to have issues with these 2 crowns and the doctor ****** that she has done her best and I should go elsewhere. She tried to say that there is nothing wrong with the crown(s) but ****************** said it was and provided a graph for to see what needed to rectify.Finally, my end result was to get a bottom lower partial and after they took payments for 3 crowns? 2 root canals, 2 deep cleanings and 1 tooth removal, ************************************-**** called me and told me she was not comfortable fitting me with a partial and I should look elsewhere. Why didn't they tell me upfront and I never would have had any work done with them.
Business Response
Date: 01/18/2024
Good Evening ******************,

I apologize for the delay in response. I've reached out to the Business Manager as well as DO. Please allow them to review all your information so we can find a resolution. You will receive a call within 72 hours. Thank you!
Initial Complaint
Date:01/05/2024
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.
On April. 10, 2023, I had dental work done at the Mount Vernon ** Gentle ****** office. I was required to prepay for services based on estimates of what my insurer would pay. I was overcharged in the amount of $58.90. I requested a quote for other dental work I needed done so that I could apply the credit towards. I never received the quote. In October of this year, I requested a refund of my money. I was told that it would take 3-4 months to process. I went back in this week and again was told that it would take 3-4 months to process. I called customer service in *********, ** and when you select the office to speak to someone, the phone system hangs up on you.
Business Response
Date: 01/18/2024
Good Evening, Thank you for reaching out to us. We received out to the Director Of Operations as well as the Business Manager of the ** Mt. ****** office. They will review your information and will give you a call within 72 hours. Thank you!
Customer Answer
Date: 01/22/2024

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:01/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
November 2023 Transaction amount charged: $6,070 Gentle Dental charged this amount despite patient's express refusal for the service and without performing any of the services for which patient was erroneously charged.In trying to settle the matter and get the charges reversed, patient was told they'd have to wait up to 60 days for a reversal of charges by Gentle Dental. In the meantime, Synchrony credit services has sent billing material saying the charges owed are late and in dispute but still owed.
Business Response
Date: 01/08/2024
Good Afternoon,

Thank you so much for reaching out to us. Can you please provide us with the name of the Gentle Dental office so we can better assist. Thank you!
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Unauthorized credit card transactions from this company ******* location on Dec 24. Dont live anywhere near there and have never conducted business there. Allowing unauthorized charges to credit cards.
Business Response
Date: 01/08/2024
Good Afternoon,

Can you please provide us with the Gentle Dental office name so we can better assist. Thank you!
Initial Complaint
Date:12/19/2023
Type:Product Issues
Status:
AnsweredMore 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 was billed $368.00 for work provided by Gentle ****** in **************************. I currently receive state and government benefits. I have contacteed someone from ****************** and supplied him wuth ny latest bill and set up a 3 way call between myself an insurance reo and Gentle Dental, The result of that call *** $368 refund that i'm still waiting sur.
Business Response
Date: 01/02/2024
Good Afternoon,

We truly apologize for the inconvenience. Can you please provide me with the name of the office so we can better assist. Thank you.
Customer Answer
Date: 01/18/2024

Complaint: 21007746

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore 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 had braces put on in March of 2023. There were several red flags in care over this time period along with lack of communication on the progress of her treatment. After a very unsettling appointment on 12/13/23 where they talked about one of the front teeth turning the wrong way (they talked amongst themselves and at no point talked to me or my daughter) I was completely unsettled. We got into another Orthodontist for a consultation later that day. They took x-rays and photos. At that time we found that the progress of her treatment was actually going backwards. After 9 months of braces her teeth are actually getting worse. The tooth referenced was becoming crooked/twisted. It was pointed out that they used outdated braces/technology, she needed bands and didn't have them, they didn't have proper placing of her brackets. Her front top two teeth had some some chipping due to her bite but then they placed the brackets too high on her bottom teeth which is making the chipping severely worse. The bottom wire isn't in one of the brackets and it was too long and needed clipped just to name a few issues. I requested to withdraw from their services to change providers. I've paid over half the total cost for the braces over 9 months. Yet to cancel they said I still owe them $337. And to top it off the progress and care of her teeth is so insufficient, I have to pay for the full cost of braces through a new Orthodontist since her teeth had gotten worse. Had they improved, I could have had prorated rates. So I'll be paying for a full set of braces and then over half of another set. At no point did Gentle Dental ask what my concerns are. I let them know I was leaving due to negligence in care and I may need to take additional action. They asked no questions and showed no concern for the situation which is yet another red flag and extremely disheartening as we've been patients there for 13 years. I'm heartbroken for my daughter, an additional 9 + months in braces.
Business Response
Date: 01/08/2024
We truly apologize for the inconvenience. Can you please provide us with the name of the office so we can better assist. Thank you !
Customer Answer
Date: 01/23/2024

Complaint: 21005541

Hi, this is the office at **********************************************************. I choose reject because I couldn't find another way to respond to your question.
Thank you for looking into this matter. It means a lot to us as this has been a very hard journey impacting both my daughter's mental health and causing extreme discomfort/pain with her teeth/mouth. As well as with personal finances and ability to manage our bills with these expenses which have caused more harm than good.
I do want to say that the orthodontist that is there now reached out to me to talk over the issues with her teeth. He did agree with some of the issues we discussed and felt some of the others were just a difference of opinion. He also said he would look into the financial part and see what could be worked out/arranged but I never heard back on that.

Thanks again,
Sincerely,

***********************
Business Response
Date: 01/23/2024
Thank you for reaching out to us and providing location address. I have forwarded your complaint to the Director Of Operations and Business manager to prevent from this happening again.
Initial Complaint
Date:12/01/2023
Type:Product 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.
On May 23, 2023, I prepaid Gentle Dental Broadway $685.00 for an immediate Denture Mandibular for future placement for my wife *******************************. My account number is ********. On October 18, 2023, my wife decided that she no longer wanted the denture because she was afraid of having all of her bottom teeth removed at once. I called the office manager at Gentle Dental Broadway on October 18, 2023, and requested a refund of $685.00 since delivery had not yet been made. The office manager said that I was not *********** a refund because the denture had already been made. I told the office manager that I would be writing a letter to their office asking for a refund and I wanted her reply in writing. She informed me that she didnt do letters. I was never advised of Gentle Dental Broadways refund policy. My wife has Alzheimers Dementia, and she would not have been aware of any refund policy. The dentist at Gentle Dental Broadway was aware of her dementia.I sent Gentle Dental Broadway a certified letter on October 30, 2023, asking for a refund of $685.00 because delivery had not been made yet. As of November 30, 2023, I have not received a reply.
Initial Complaint
Date:11/20/2023
Type:Order Issues
Status:
AnsweredMore 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 dispute is for my elderly father who is 83 years old. On his behalf, we are disputing the "over charge" for dental work that did not last, not even a year. Also, reporting Carelessness, negligence and rudeness from Dentist and staff. My father was not given quality care, dental work was done under sever pain. My father complained of feeling pain throughout the procedures and was ignored by staff and dentist. When he informed the office that the post for his denture fell off, he was told he had to pay a few more thousand dollars. This to me is unacceptable of this office. My father is hard of hearing and has first stage of Alzheimer's, he was and is still being taken advantage of. He did not receive any help if he didn't pay more money. He need help to get his money back to be able to go elsewhere because he does not want to return to this office. Please assist us with this matter, thank you
Business Response
Date: 12/11/2023
We apologize for your experience at one of our offices. So we can better assist can you please provide us with the office name. Thank you so much!
Customer Answer
Date: 12/15/2023

Complaint: 20896402

I am rejecting this response because: I had already provided the Dental office name a 5h3 start of this complaint. I would like a better response
Once again, the name of the dental office is. California dental group.
*********************************suite c, **********, ** *****. office manager ***************
As of today 12/15/23: One of the post of the influent has totally fall in off this is an acceptable..
Sincerely, ***********************************

***********************************
Business Response
Date: 01/08/2024
Good Afternoon,

I apologize but California Dental Group is not affiliated with Intendent. Thank you.
Initial Complaint
Date:11/07/2023
Type:Product Issues
Status:
AnsweredMore 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.
First they didnt send the right information to my insurance to accept my claim. I had to be the in between person. Then my claim got processed and I called the dentist and left a message about by refund three days later I call back because no one called me and was told on a supervisor can submit my refund and they arent in til Monday mine you its Thursday. But my thing is once they processed my insurance payment and seen I had a credit why wasnt it immediately processed or why wasnt I notified to see how I wanted my refund. Instead I have to call why my overpayment sits on the account. They dont get back to you when you call and this is not the first billing issue I have had with this location!
Business Response
Date: 11/07/2023
Hello ********,

Can you please provide us with the office name so we can better assist and speed up your refund process. Thank you.

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Gentle Dental is NOT a BBB Accredited Business.