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.
38 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:11/07/2023
Type:Billing 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.
They provide good service, but if you're trying to pay your medical bill, it can be like playing phone tag since they don't provide their contact number or email for the billing department. It can be a nightmare just trying to pay your bill through your insurance.Ive been trying to reach them since Saturday like how long does it take to someone to tell me what the balance is for so I can submitted through my insurance.But if you call and want to make a payment they can easily take it for you no issue its only when you asked they cant tell you.So, be cautious when setting an appointment here. I've never received a dental insurance bill that tells me I have to pay without giving a reason for the balance.They dont pick up here phone or email it just like they are scamming me.
Business Response
Date: 11/07/2023
We truly apologize for the inconvenience. Can you please provide us with the office name so we can better assist. Thank you.
Initial Complaint
Date:10/18/2023
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.
Early in the year I had been quoted a price for a couple crowns. Paid $500 and they had a estimate. Then they sent the wrong info to my insurance. I now got a bill for another $900. They are basically taking advantage of customers by saying something is one price, then sending a bill for more. Total scam. Should be illegal/
Business Response
Date: 10/27/2023
Hello, We apologize for the inconvenience. Can you please provide us with the name of the office so we can better assist. Thank you.
Initial Complaint
Date:10/04/2023
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.
Gentle Dental provided me with dental service in January 2022, while I was home on maternity leave. I paid their bill for $1,000.00 for my uncovered portion at that time. They said they contacted my insurance (MetLife) who will cover the rest. At that moment, I didn't realize my employer had changed insurance companies, due to being out on maternity leave. One month later, an employee from Gentle Dental called me and told me they had to return the money to MetLife because I was not covered by them when the service was provided. Understandable. I then gave them the new insurance company - Beam. They processed the claim with Beam but **** only approved $196.00 and requested further information/explanation before they could approve the rest of the claim. Gentle Dental has not provided the information requested. Instead they send a bill every month for $1,000.00. I called Gentle Dental multiple times and went to the office in person to request the information. I even asked them to give me the information and I would send it to Beam. They always said they will take care of it and contact ****, but they simply have not done so. It is absurd that they keep sending me the bill instead of sending the insurance company the requested information. I even sent a certified letter to Gentle Dental demanding they send Beam the required information and take care of this problem, for which I have had No response. I have attached copies of the bill and the Beam statement showing what paperwork has been requested. The requested documentation is clearly listed on page 5 of the statement. I am requesting that they finish the job and send **** the required information OR simply forgive the remainder of the bill. One insurance company previously paid the bill so this really shouldn't be so hard.
Business Response
Date: 10/27/2023
We would like to resolve the issue. If you can please provide us with the office name we will review our records and find a resolution. Thank you!
Initial Complaint
Date:10/02/2023
Type:Order 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.
I am not liable for this debt with Gentle Dental, I did not have a contract with Gentle Dental, they did not provide me with the original contract as I requested.
Business Response
Date: 10/27/2023
Thank you so much for reaching out. Can you please provide me with office name so we can get a resolution. Thank you.
Customer Answer
Date: 10/30/2023

Complaint: 20685949

I am rejecting this response because: Hello! I paid these services off years ago. I have no idea why Gentle Dental is trying to charge my for extra services. I also have evidence that Gentle Dental provided poor service for both a whitening and veneer procedure. I would like to have this wiped from my credit report since there is no record of me having to pay anything additional. Thank you!

Sincerely,

***********************
Business Response
Date: 11/02/2023
Hi ******,

I understand your frustration. If you can please provide us with the location name so we can view your account and find a resolution, we would greatly appreciate it.

Thank you,

**********;
Customer Answer
Date: 11/07/2023

Complaint: 20685949
Thank you for your response! The location of the Gentle Dental is ***************************************************************
Let me know if you need any additional information from me!
Sincerely,

***********************
Business Response
Date: 11/09/2023
Good Morning ******,

Thank you so much for your response. Please allow 48 hours while we review your account. Someone will reach out to you.

Customer Answer
Date: 11/09/2023

Complaint: 20685949

Thank you! Please let me know if you need anything additional from me!

Sincerely,

***********************
Initial Complaint
Date:09/21/2023
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.
Very poor billing practices, and poor communication got a ************** call that my spouse had a balance from 2 months ago, why did they wait 2 months to tell me my wife had a balance, I was there in person 3 times why didn't they ask me about it then? Sounds like to me deceptive billing practice, We didn't have dental insurance just the discount program, I've never been to a dentist where I got a surprise bill 2 months later, then what's interesting they called my wife before we got the bill in the mail, the lady was very demanding and she said was calling to collect on a balance, very inconsiderate. When the lady called I said mam I need to go, I had to go to work, and she just kept talking I had to hang up. This was the ******* dental office.
Business Response
Date: 10/02/2023
Thank you for reaching out to us and we truly apologize for the inconvenience. We will reach out to the office and make them aware of your complaint to better help in communication to future patients. Thank you!
Customer Answer
Date: 10/03/2023

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:09/19/2023
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.
I was looking for a dental office near my home as my current one was on the other side of town. I saw this office near my home and decided to give them a try. They had me file out a new patient application. I provided all my personal and dental insurance information. The dentist came in looked in my mouth and stated I needed a deep cleaning which cost about $3.500. They did not take any x-rays and did nothing worth $87.41 that they billed me. I have been going to the same dentist for over 10 yrs and never was told I needed a deep cleaning. They cleaned my teeth every six months. The only reason I was looking to leave them is because they were too far from where I had moved. I contacted this dental office inquiring about the bill I received and only to get a message recording. I have left numerous voice messages and no return call; however, they continue to bill me for no services. Please help me resolve this outstanding bill which has now been sent to a collection agency, ******************* Services. I feel they are trying to take advantage of me because of my age. Your help will be greatly appreciated.
Business Response
Date: 10/02/2023
Good Morning I apologize for the inconvenience. Please provide us with the name of the Gentle Dental office so we can better assist you. Thank you
Initial Complaint
Date:08/29/2023
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.
Dates can't be searched in my bank account because it's been a year since my visit but I've visited the office twice asking to transfer my current balance to my account and they've been ignoring my calls stating a "manager will call me back" and never has.Last I went in was 7/19, when I was told to wait for a call from stated practice manager.I've also called them a few times and they never are bale to help.Currently can't find any amounts of money or dates but would be MORE than happy to do the research and update this once I'm off work.It's put my dental work much further out ans now my wisdom teeth have been poking out so its caused me a great deal of pain and I just wanted to leave this dentist but they won't reach out.I have unfinished work that puts me in a great deal of discomfort.I was supposed to get an update for an appointment months ago too but they stated days after being told I'd be put on the cancelation list I was never contacted and only told months after they don't have one.So I've put off my dental work because of this. Amount is approx ~140 possibly a little more, but I never finished my dental work so I'll have to have the job restarted from scratch probably meaning the first work done was wasted money more than likely.Anything would be helpful at this point, it's genuinely irritating their clinic just out right ignores me and I'm still in constant pain.I apologize if this text wall seems irritable or sporadic, I'm typing it up while on lunch.
Business Response
Date: 09/11/2023
Good Afternoon,

I apologize for the inconvenience. Can you please provide us with the office name so we can better assist you. I can assure that we will find a resolution ASAP. Thank you!
Customer Answer
Date: 09/11/2023

Complaint: 20539639

I am rejecting this response because:
I thought the address/name was attached, though it wasn't listed I had to add it. My apologies.
It's Gentle Dental ***********
in *********** ******
Address is *********************************************************************

Sincerely,

***************************
Business Response
Date: 09/13/2023
Thank you for providing information. Please allow 48 hours so we can gather information to better assist you. Business manager will contact you to discuss resolution.

We truly appreciate your patience.

Thank you,

**********;
Initial Complaint
Date:08/22/2023
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.
This is our second dispute letter and at least third oral communication with Gentle Dental concerning invalid charge of $137.70 to account **********. The disputed charges are coded as Frequency Limit and dated 12/14/2022. The mischarge may have originally been accidental, but the continued invalid billing after many discussions is at face value an intentional misrepresentation. Gentle Dental was Sues dental provider for almost 7 years. Gentle Dental claims this charge is for a root canal consultation on one of Sues lower right teeth, but *** had no detailed specialist consultation and Gentle Dental is unable to provide a written record. Gentle Dental did schedule a root canal, and then canceled the root canal stating their specialist retired. *** independently visited an specialist for a second opinion. The independent specialist determined the tooth was misdiagnosed and root canal unneeded. Two additional independent dental offices and two more independent periodontal offices have subsequently concurred that a root canal is an unnecessary procedure. *** last visited Gentle Dental on October 19, 2022 for oral evaluation and cleaning. The October 2022 services were paid by Delta Dental insurance pursuant to the in-network fee agreement between Delta Dental and Gentle Dental. By policy, Gentle Dental offices insist on full payment of any uninsured amount on the day of service. *** paid in full for all uninsured amounts on October 19, 2022. *** terminated Gentle Dental services after her October 19, 2022 appointment. We filed a complaint about the disputed $137.70 charge with the network insurer, Delta Dental. They determined Gentle Dental charges were unreimburseable.
Business Response
Date: 08/23/2023
Can you please provide us with name of office so we can better assist you and find a resolution as quickly as possible.

Thank you!
Customer Answer
Date: 08/23/2023

Complaint: 20498770

The office is:
Gentle Dental
2494 **********
*************, ** 94110

Sincerely,

***************
Initial Complaint
Date:08/22/2023
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.
You never get a live person to help or make appointments and the only thing they care about is money. I had Invisalign done with them and it was the worst experience at a dental office I have ever had. They lost my trays and made me wait months for new ones which also extended the time of my treatment and paying for insurance out of pocket. the orthodontist was never at my location and would make me schedule out weeks or even months later. They wouldnt show up for shifts and I wouldnt get a call until I was inside the office. They even asked me to go to different locations and drive around to get my own trays! I finally told them I was done even though my treatment wasnt completed and called and confirmed my insurance and my account was paid in full after already paying thousands of dollars, just to get a bill in the mail for $900 because I terminated my insurance too early. They take no responsibility and threatened collections if I dont pay. Why would I cancel my insurance if it wasnt paid in full!? They confirmed and now Im having to pay $900? Ridiculous
Business Response
Date: 08/23/2023
We truly apologize for the inconvenience. We will gather information to better assist and fix the issue as soon as possible. We will reach out to you within 48 hours. Thank you!
Initial Complaint
Date:08/18/2023
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.
On 11/22/2022 I was seen by a dentist at this location. On this date they removed 2 of my teeth. Weeks after this extraction took place I was seen to have a mold of a removal piece I would be later provided. The problem according to my insurance is that they billed the removable piece the same day that they removed my teeth which is not correct. The insurance knows that they cannot provide or even fit me with a removal piece until the area where the teeth were removed has healed. For this reason they asked me to reach out to the office. I spoke with ****** in the billing department who assured me this would be taken care of, however here we are almost 9 months later with the same issue. I have continually received bills and continue to call them just to hear them tell me to ignore them and that they are working on it. I hereby request that they follow through once and for all. The balance of $285 should be erased and rebilled to the insurance which they told us it would be paid if billed correctly.
Business Response
Date: 08/23/2023
Hello, We truly apologize for the inconvenience. I will relay message to the Practice Manager and they will reach out to you within 48 hours to get this issue resolved. Thank you

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Gentle Dental is NOT a BBB Accredited Business.