Complaints

This profile includes complaints for Gentle Dental of New England's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gentle Dental of New England has 56 locations, listed below.

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• 

  Gentle Dental of New England

  200 Fifth Avenue, 3rd Floor Waltham, MA 02451-8759

• 

  Gentle Dental of New England

  274 Newbury St Boston, MA 02116-2403

• 

  Gentle Dental of New England

  184 Cambridge St Burlington, MA 01803-2911

• 

  Gentle Dental of New England

  879 Main St North Waltham, MA 02451-7414

• 

  Gentle Dental of Worcester

  225 Shrewsbury St Worcester, MA 01604-4648

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:05/21/2025

  Type:Sales and Advertising 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.

  I decided to use Gentle Dental Peabody as my primary dentist when I returned from college in 2023. Upon my first visit with X-Rays, I was informed I would need 10 fillings. For someone who has always taken care of their teeth and has a dental background, I was shocked, but I didn't question my dentist, as it had been over two years since my last X-rays and cleaning. All fillings were performed over a month between December 2023 and January 2024. I was informed that because of this timing, my insurance would not fully cover all of these filings that I "needed". I paid for a majority of them out of pocket. Flash forward to my first scheduled cleaning with them in June of 2024, I never saw the same dentist, they never spoke about my fillings, and they seemed to only be worried about pushing whatever "special" on retainers that they had going on. After this visit, I decided I was no longer going to be a patient at Gentle Dental, as it seemed as if they were only trying to collect a dollar and didn't truly care about my health. I had my cleaning with a new provider this year, where, after my new X-rays were taken and compared to those from Gentle Dental, my new dentist informed me that ALL of my fillings had issues, and some needed to be redone less than a year and a half later. I informed Gentle Dental Peabody of this, and the only offering they could give me was to come back and have one of their dentists do it for me, as the dentist who performed my fillings was no longer there. I informed the office manager (who was very kind) that under no circumstances would I be returning to their office. Now, my insurance will not cover another round of the SAME fillings that need to be done for another six months, as it hasn't even been two years. I wish I could file for malpractice, but it would be extremely hard to prove. I am hoping to be fully refunded by Gentle Dental for these unnecessary procedures that now have to be redone and weren't needed in the first place.

  

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. We understand your frustrations but we would ask you to get x-rays and clinical notes from your chart that your new Dentist has taken. Once we receive this information we will have our clinical management team review this.

  Thank you.

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/09/2025

  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 March 24, 2025, I Called Gental Dental in ***********. When I spoke to a woman that day, I requested a refund for money that I had on account $904.00 I explained that I had moved out of the area and the debit card that I had used was no longer active. The woman I spoke with was quite dismissive, she stated that she would put in a "Ticket" to the corporate office, (42 North Dental) I stated again I moved and wanted to know if they would send a check (because I needed to update the mailing address) or if I can pick it up. again, comply dismissive, she said that she would let me know. On March 27 I texted the dental office asking for an update and they stated that the information was sent to the home office, On March 31 I texted again asking for an update and received no response from them. On April 1, 2025, I again texted for an update and was told at that point it takes 7-10 business days, On Monday April 7th I received a text saying the refund has been processed and if I received it? I told them I did not and where was it sent, and the credit card had been closed how was the refund processed? I did not receive any response back from that text, so I called and asked where it sent and when was it was mailed. (assuming it was a check) she read the address, which was not the correct address on file I updated address on the phone. she stated that she would put in a "Ticket" for more information and let me know. I did not hear anything back from her. Also on April 7th, I called the corporate office and left a message to call me back with an update, I also sent an email to request for an update on my refund and did not receive any response. on April 8th I called the corporate office and again left a message for update on my refund and also sent another email asking for update. and again, nobody contacted me. Then on April 8, I texted that dentist for update about the refund and they also did not reply.

  

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. I understand your frustration. We had sent the refund check out to an old address. Once the address was updated by the patient we issued a new refund check for $907.00. The check was put in the mail April 17,2025.

  Thank you.

  Customer Answer

  Date: 04/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:03/25/2025

  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 have sent an email and called the billing various times trying to seek my refund in order to complete the request from my *** account. When I was at the dentist on Feb 17th 2025 I was overcharged for the proceed therefore the *** that I would use as proof for my *** claim will not be approved. In order for everything to be in line with the *** requirement I need to get refunded $234.20 to close out this claim. I was told today that they are refusing my refund and the ticket is closed from the billing department. I am hoping someone can please assist me with this as it is due and an *** requirement which Gentle Dental is not respecting.

  

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to address our patient concerns. We take these concern seriously. Your feedback is important to us. The payment that was made for $424.80 went to the co- payment for DOS 2/17/25 and a previous balance for service on 1/30/24. After speaking with the patient dos 1/30/24 needs an appeal to the insurance *** We are going to be sending in an appeal for that date of treatment. 

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good Day,

  I have submitted a word attachment in detail with screenshots supporting my claims. After doing the calculation I am owed $614.40 of a total refund. I do not know what else to do as my hands are tied. I have been for over a year at this point been trying to get Gentle Dental to submit the supporting documentation needed for my insurance to process the claim. I can go ahead and make an appeal but if Gentle Dental does not do their job and provide the *********** my hands are tied. Ethically this is wrong and I should not be doing their billing departments job. I am now requiring my full refund of $614.40 that I should be owed had they complied with my insurance which I have been begging them to do this since 3/24/2024. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Karina

   

   

  

  Business Response

  Date: 04/17/2025

  After having the opportunity to discuss the account with the patient and the frustrations regarding the account. We have agreed that a refund of $575.20 will be refunded to the patient. A check will be refunded within 2 weeks.

  Thank you.

• Initial Complaint

  Date:01/18/2025

  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.

  I was a patient of Gentle Dental Cambridge from 2/23 to 6/23 and I am reaching out for support rectifying a billing disagreement.I discussed this with management over the phone a few months ago and was told they would call me back after looking into it but never heard back and instead received a new copy of the bill. I then sent an email thinking it would make communication easier as all the information would be in writing but also haven't heard back and got another copy of the bill. More recently I also filled out the customer survey with this info as well as contacted customer support via email, I am not sure what else to do to get this resolved and don't want this bill to affect my *********** is the situation:I got multiple cavities and a crown filling done in April. I later discovered that my bottom retainer did not fit anymore due to the shape of the crown. I contacted the office to make an appointment and had a clarification phone call with the manager to confirm that there would be no cost associated with the retainer adjustment visit as it was a correction needed as a consequence of the crown. Of note, the procedures, which were only half of my expected treatment plan for which I got an estimate, maxed out my insurance for the year. The dentist kindly adjusted my retainer and on my way out I stopped by the front desk and was told I did not have anything to pay. A few weeks later I started receiving bills in the mail for this retainer repair (279,90$). I have been trying to contest it since, as I had intentionally discussed the pricing ahead of time with the manager to avoid any unexpected charges. This was unfortunately not the only instance of having to take time to contest unexpected charges and my overall experience with Gentle Dental has been tainted by the feeling that the company does not take their patient's financial planning seriously.

  

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to address our patient. We take all of our concerns very seriously. I am sorry that you have been receiving bills when you had been told that you would not have a charge. We have given you a professional courtesy of $279.70 leaving you with a zero balance.

  Thank you

  Customer Answer

  Date: 01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Ludivine Plez

• Initial Complaint

  Date:01/15/2025

  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 have a scheduled cleaning twice a year which is covered by my insurance on receiving my cleaning today I was presented a bill at reception

  

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. You did not have a regular cleaning on the day of your appointment. This type of cleaning is done and paid by your insurance company once in a lifetime. That is why they asked you for a copayment. Your insurance company has denied this stating you had one on 8/5/2021. You have a balance on your account. if you have any other questions regarding the treatment rendered please reach out to the practice.

  Thank you.

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  So I was scheduled for a regular cleaning which is covered twice a year by my insurance company I wasnt informed I was getting some special service and that there would be extra charges. I didnt consent to this service .

  

  Business Response

  Date: 01/31/2025

  Thank you for letting us respond again to the patient concern. We have reviewed your treatment rendered and we will give you a refund for the $71.06 that you paid. This should take seven to 10 days to receive the refund.

  Thank you.

• Initial Complaint

  Date:01/03/2025

  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 December 28, 2022. Second visit on July 12, 2023.I was searching for a dental clinic that was within my network with *******. I used ************** and Gentle Dental came up as in network. I called to clarify and they stated that they were unsure and couldn't get a full answer, but they told me that if I came in and got a cleaning and x-rays I could get the $57 cleaning and x-rays for new patients in the event that I wasn't covered.I went in and got the cleaning and x-rays. When I first showed to the admin I asked them to check if I was covered. They ended up calling my insurance provider from the number on my insurance card and they told me that I was fully covered and that they would deal with the paperwork later. I got my teeth cleaned and when I left they said I was good to go and that I didn't owe anything. 6 months later I have my next appointment, and when leaving they tell me again I'm covered and don't owe anything. Then many months later I get a bill in the mail for almost $800 for both appointments. They didn't even apply the $57 first patient discount. I called and told them that was a mistake and they said I was not in network and claimed that they never said that I was in network or fully covered. If that was the case, then why haven't I paid a single dime since going there? If I had TWO appointments within 6 months and I was never sent a bill or asked to pay until a year after my first appointment, how is it true that I wasn't deceived in the beginning? I have called more than 15 times since this whole thing. I have spoken to many different people who PROMISE to resolve my issue, who swear they are escalating the issue, and not a single returned phone call. But they don't forget to send the bills! One lady did try to fix the issue but ended up not responding like every other person I spoke to at the company. I'm a veteran with dental coverage, I should not have to be lied to and extorted of my money due to their mistakes.

  

  Business Response

  Date: 01/07/2025

  Thank you for letting us respond to our patient. We take all of our concerns seriously. Your feedback is important to us. I understand your frustration with the office. This helps us to educate and retrain the the staff. The information that we received from your insurance company was that you were covered. They then denied the claim but then paid us out of network. The second appointment they paid us in network. A professional courtesy has been given and you will have a zero balance on your account.

  Thank you.

• Initial Complaint

  Date:12/19/2024

  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.

  Seen at gentle dental ************************ 10/2023 , received bill for services already paid for in December 2024.They are trying to get money already paid to them again.Incorrect spelling of name , message left for manager no calls returned. It is not my responsibility to pay because they didnt file the insurance claim within the proper amount of time .

  

  Business Response

  Date: 12/26/2024

  Thank you for the opportunity to address the patient's concern. We take all of concerns seriously. Your feedback will help us to educate and re-train the staff. The insurance was not submitted in a timely manner and you will be given a professional courtesy regarding the balance. This will leave you with a zero balance on your account.

  Thank you.

   

  Customer Answer

  Date: 12/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:11/10/2024

  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.

  Gentle Dental (GD) has a track record of overcharging beyond the fee agreed with my dental insurances. Over the course of last year, I have encountered 2 cases where even after my insurance paid, GD still sent bills charging extra money on top of the agreed amount with the insurance provider. In one case, my insurance clearly states that I owe $0 to GD, but GD sends a bill of $******* 2024, I have two dental insurance from *****, and Metlife. Here are the 2 cases GD overcharges beyond the agreed price with my ************** 1 Service Date: 5/10/2024; Insurance paid $1086(Delta)+758(Metlife)=1844; Insurance statement from ******* clearly states I owe the dentist $0. GD **** says I owe $1086. I have not paid the $1086 to ******* 2 Service Date 9/13/2024; Insurance paid $90.3(Delta)+31.5(Metlife)=121.8; Insurance statement from ***** says my cost is $68.5; GD statement says I owe $144. I have paid the full amount of $144 because ** refused to continue my service unless I paid this bill. I overpaid by $144-68.5=$75.5 which I am asking for a refund.I have called my insurance provider and ** at least 3 times over the past 6 months. ** says they will look into it, but still send me the same bill that overcharges. I have full record of the bills from **, and statements from my insurance providers, which is uploaded as supporting evidence. My desired solution is GD issue me a refund of $75.5, and send a corrected bill showing a $0 balance.

  

  Business Response

  Date: 11/20/2024

  Thank you for letting us respond to our patient concerns. We take all of our concerns seriously. Your feedback is important to us. If you have 2 insurances we have to wait for both payments to be processed before we can take the appropriate adjustments. We wait till all claims have been processed by both insurance companies before we process any refunds. You might receive a bill in between till all claims are processed. If there is a balance on the account then you would receive a bill. This does not mean that this is what you owe until all the claims for both are paid. This will determine if there is a balance or a refund on the account. We are still waiting for secondary payment. No refund will be issued until we have all claims paid.

  Thank you.

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  I am writing your help with a billing issue with Gentle Dental of ********************************************. They replaced two old fillings with new crowns in September and October 2023. Gentle Dental contacted my dental insurance and provided a treatment plan estimate of the cost of the new crowns before they did the work. A check with the dental program prior to the work showed the clinic was listed as one of their in network as as 42 North Dental Care at ***********************************. I took estimate in good faith and had both crowns done. Gentle Dental staff assured me I would receive pricing in accordance with the treatment plan Gentle Dental submitted the claim. In early November, I received the a notice from my insurance plan that they were an out of network provider with a check for $2089.60. It seems the dentist who performed the work was not listed as a dentist a ******************************************************************** even though a lot of the dentists that practice there are in the network. Neither you nor your staff had informed me that she was not in the network. I received a bill message from Gentle Dental with as statement of account for $5295.01. I disputed the charges on the statement of account because I believed they were in error and asked them to re price the work at treatment plan, write off any disputed charges and send me a new account statement. I received a phone call from the Gentle Dental Billing Manager on November 27, 2023 during which she said Gentle Dental had not billed my insurance correctly and if I enclosed a check for $2,642.23 as final payment for work described in the attached treatment plan she would resolve the matter. I mailed the check to her on December 1 2023. I received the attached bill for $1570.21 with $1345.48 as patient portion from Gentle Dental dated October 7, 2024. I have tried to contacting them without success. I am elderly and on a fixed income. Please Help.Sincerely,**** *****

  Customer Answer

  Date: 10/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/28/2024

  Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. I understand your frustration and your feedback is important to us. We have given a professional courtesy for the balance for the bill that you have been receiving. This leaves your account with a zero balance.

   

  Thank you.

  Customer Answer

  Date: 10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/06/2024

  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.

  The dentist pulled the wrong tooth and refused to take responsibility for his malpractice. I will not be receiving treatment from this dentist but need to be made whole.

  Customer Answer

  Date: 09/17/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/17/2024

  Thank you for the opportunity to address our patient. We take all of our concerns seriously. The patient presented with problem focus exam. The Dentist confirmed with the patient what tooth before extraction. It was confirmed with the patient again before the patient was anesthetized. The patient signed a consent form for the upper tooth to be extracted .