Business Profile

Dentist

Gentle Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Gentle Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

164 total complaints in the last 3 years.
41 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.

Initial Complaint
Date:06/14/2024
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.
I had x rays taken on 6/3/2024. I need a copy of the **rays in full resolution to be emailed to me so that I can forward them to my periodontist. The office is ignoring the many requests I have made to them. State law requires them to release such info within 5 days of the request.
Business Response
Date: 06/17/2024
Thank you so much for reaching out to us. Can you please provide me with office name so I can better assist. - Thank you
Customer Answer
Date: 06/21/2024

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. ********** did eventually email me my X Rays. Thank you very much for your assistance.

Sincerely,

*************************
Initial Complaint
Date:06/13/2024
Type:Product 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.
On November 15, 2023, I went to Gentle Dental ************ ************************************************ for a regular dental evaluation. The doctor performed x-ray on my teeth and told me I have bone loss and I should have Scaling Root Planing on the same day for two Quad and on November 16, 2023 for the other two Quad. The front desk staff told me she checked with my insurance provider Guardian that I only needed to pay $186.2 out of $931 and Guardian will cover the rest. Guardian later denied their request because there is no indication that I have bone loss so they won't cover Scaling Root Planing. This denial makes it clear that the diagnosis was incorrect and that I was misled about my insurance coverage. I request the removal of the full charges ($772) related to the scaling and root planing procedure, including the removal of the bill for $640.80 and a refund of the remaining amount($131.2). It is unacceptable that I should bear the cost of a treatment based on an incorrect diagnosis and misinformation about insurance coverage.
Business Response
Date: 06/13/2024
Thank you so much for reaching out to us. Please allow us to gather information and someone will give you a call within 42 hours.
Customer Answer
Date: 06/25/2024

Complaint: 21831426

I am rejecting this response because: They responded that they will call me in 42 hours. I waited 7 days and they never called me.

Sincerely,

Yuanguo Lang
Initial Complaint
Date:06/05/2024
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.
Dec **********************************************************, my husband was told he needed a RC. He was referred out to have it completed and told to return afterwards to have the crown seated. He was told that his out of pocket cost for the crown801.60had to be paid upfront in full that day. He paid the full amount due. On March 5th, 2024, he returned to ** skyline and was told he had to pay the outstanding balance of ****** on the account before they would seat his crown. He did. When he informed me of this I was like no - you paid everything due in Dec. I called and spoke to *****, the office mngr. She informed me that the balance was actually mine, but couldnt tell me what it was for due to a new computer system . As I have had no work done recently and paid whatever I was told to pay at time of service, she agreed it didnt look correct. She stated she was going to have the billing office complete a review. Give her a few days and shell be back in touch. We went back and forth for close to a month before she finally told me that yes there was an error and I had been given a credit on my acct. of ****** approx. For starters, thats not the amount Im disputing, wheres the rest? second, I do not want a credit I want the money back I was charged. Finally, its been THREE MONTHS! Not once, not one time, has she ever called to follow up with me. To take ownership of the issue, to do what she says shes going to do. NOT ONE TIME! *** left message after message, after message. She wont return my calls. Ive spoken to ************************* in your customer service area. She ASSURED me she was going to get with another manager and ***** and get this resolved . Nothing. The inability to resolve an error your company made is bad enough, but the complete lack of communication/follow up/ownership/courtesy is going to end up costing you customers. I for one wont be back. Which is upsetting as the Drs, *********, dental assistants, etc are wonderful.
Business Response
Date: 06/06/2024
Thank you so much for reaching out to us. Please allow us to gather information to better assist with the resolution.

Someone will give you a call within 42 hours. Thank you !
Customer Answer
Date: 06/10/2024

Complaint: 21809348

I am rejecting this response because: Not a resolution. Only a notice complaint was received. No other option to respond.

Sincerely,

*********************
Business Response
Date: 06/19/2024
Someone will reach out to you within 48 hours to discuss a resolution. - Thank you.
Customer Answer
Date: 06/25/2024

Complaint: 21809348

I am rejecting this response because: This complaint/issue was brought to your attention three weeks ago. I have been informed-twice-since it was submitted that someone would be calling me. I have heard nothing from anyone.

Sincerely,

*********************
Initial Complaint
Date:05/29/2024
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.
I am a current ortho patient at Gentle Dental Green Valley ********* location and opted to pay for Ortho Reimbursement through my ****************** health coverage. Faith ****** Treatment Coordinator) is HORRIBLE and she messed up my claim. I am due a $393.93 reimbursement every 3 months (after I already paid in full through Care Credit). The claim did not list me as the receiver of the reimbursement and listed Gentle Dental as the receiver. Guardian confirms this check/payout was received by Gentle Dental on February 13th, 2024. I have followed up with Faith and Gentle Dental NUMEROUS times over the last 5 months and they keep giving me the run around that they can't find the check or the payment despite Guardian showing that it was cashed/collected successfully. Guardian has provided the *** number to me and Gentle Dental, and Gentle Dental still claims they cannot find it and require a photo proof that the check or electronic payment was created. Nobody at Gentle Dental cares that my money is missing. I am due another $393.93 reimbursement in June, and Gentle Dental appears to be pocketing my money as they have been absolutely useless in tracking the payment IN THEIR OWN SYSTEM. I've tried to get them to FIX my claim so that future reimbursements get sent directly to me, and they claim that is not possible. This company is a smoke and mirrors show. Horrible customer service, horrible follow-*** from team members. I just want the money owed to me and to get this corrected. I am due a $393.93 reimbursement every 3 months during the remainder of my treatment in progress. This needs to get rectified asap, I have been more than patient the last 6 months and have been given the run-around every step of the way.
Business Response
Date: 05/31/2024
Thank you for reaching out to us. Please allow us to gather information, someone will call you within 42 hours.
Customer Answer
Date: 06/06/2024

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. They called me on Friday letting me know my insurance provided them with the incorrect Direct Deposit number, and they were able to finally locate the funds received from my insurance. I have received the first installment of my reimbursement from Gentle Dental.

Sincerely,

*********************
Initial Complaint
Date:05/29/2024
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.
They took my money up front and did not deliver my dentures, they told me they were lost after 6 weeks of waiting. After asking for a refund all I get is a run around about it being a corporate matter. I have been waiting since February 12th and it is now May 28th. Their insurance claim was denied due to no response so there is nothing to reverse with *****. I have already filed a complaint with my insurance company.
Business Response
Date: 06/10/2024
Good Morning! Thank you so much for reaching out to us. Can you please provide me with the office name so we can better assist. - Thank you!
Customer Answer
Date: 06/10/2024

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:05/21/2024
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.
My husband had dental work done last year and this company continually sends us bills for amounts that we have already cleared. My husband has discussed this in person with the billing department of this company and the last time he went he was told that we had covered everything and were clear. One of the charges we were being billed for they could not even see in their system. Despite being told we were cleared from any charges, we continue to get billed. All I want is for this company to clear our account and stop contacting us. We will never use them again.
Business Response
Date: 05/22/2024
Thank you so much 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: 05/30/2024

Complaint: 21725063

I am responding to the companys request for more information.
The complaint is against the Gentle Dental location in ********, ***
I would also like to note the dispute is not for $1700, this is the amount we have already paid the company. The bills we are continually receiving are for $47 and $54.

Sincerely,

*******************************
Initial Complaint
Date:05/21/2024
Type:Delivery 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 an appointment scheduled at 3pm today. I received SEVERAL texts and emails for the week preceding this appointment. Yesterday I received a call to verify the appointment time and date. I confirmed with whoever called. Today the office in ***********, OR called me at 2pm saying my daughter was late and because this was her third time they could not schedule her again for a year or some such garbage. **** claimed they had a staff meeting that has been on the calander for months and they wouldn't have made that appointment. She continued to tell me the appointment was for 2pm and not 3. I have all the emails and texts verifying the 3 pm time. They did the same thing to me a few years back and still won't schedule me an appointment. We are on OHP and can't be seen anywhere else. It appears these people are in the practice of s******* the lower class out of preventive care.
Business Response
Date: 05/22/2024
Thank you so much for reaching out to us. Please allow us to gather information. Someone will get back to you within 48 hours. - Thank you.
Customer Answer
Date: 06/02/2024

Complaint: 21719031

I am rejecting this response because: 48 hours has come and gone and I have heard nothing from the company.

Sincerely,

***************************
Business Response
Date: 06/12/2024
Can we please obtain the office name so we can better assist. - Thank you.
Initial Complaint
Date:05/15/2024
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.
On May 13th I went into Gentle dental flamingo to get my X-rays (around 2pm) because when I called they said I had to get it in person. I arrived and let the receptionist know I was there for my X-rays since I was moving dental offices. She asked a lady in the back where the authorization forms were and the lady told her to just give me the records: no one asked for my id or any other identifying information which is concerning. In addition I was provided a paper copy and told that was all I needed when I asked for X-rays or any reports of treatment plans. She again told me it was all I needed and proceeded to answer the phone. Since my insurance already paid for X-rays I need them and its starting to feel like withholding. If this isnt resolved I will file a complaint. I have reached out to the corporate number with no response.
Business Response
Date: 05/16/2024
Good Morning ********************,

Thank you fir reaching out to us. Please allow us to gather information. Someone will contact you within 42 hours. - Thank you!
Customer Answer
Date: 05/21/2024

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:05/13/2024
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.
I was scheduled for a tooth extraction on May 10, 2024 at the Gentle Dental ********* location. I called on Monday, May 6, 2024 to find out what my copay would be. I had to leave a message and waited for a return call. I then called today again since my procedure would be tomorrow. I was told I would owe $955 for the extraction of one tooth. My insurance would be billed more than $3,000 for one, simple extraction. I am disabled with a very limited income. I informed them that I could simply not AFFORD $955. I asked if I could reschedule so I could contact my insurance company. I was told it would cost me $250 to reschedule. I then asked they cancel it. They told me that would also cost me $250.I contacted my insurance and was told I should have FULL coverage for an extraction. I understand that should I need an additional unit of anesthesia, it would be my responsibility. I have no idea how to bridge the gap between information from my insurance company and that of the dental office.It is not acceptable to charge a patient $250 BECAUSE they cannot afford the $955+ procedure! I am sorry for any inconvenience to the staff of Gentle Dental *********. I was remiss in not repeatedly calling for information, but I did not want to overburden them with repeated messages. I ask respectfully that they forego charging me this exorbitant fee.
Business Response
Date: 05/14/2024
Thank you for contacting us. Someone is going to reach out to you within 42 hours.
Customer Answer
Date: 05/22/2024

Complaint: 21691888

I am rejecting this response because: ********** has not reached out to me, I tried calling TWICE with no return call (left my number with the employee answering phones) and I received a bill for $386! I am appalled, as this is unacceptable.

Sincerely,

***********************************
Business Response
Date: 05/31/2024
Good Morning **********************,
Please allow us to find a solution. Someone will give you a call today. - Thank you !
Customer Answer
Date: 06/03/2024

Complaint: 21691888

I am rejecting this response because: I still have received NO communication from Gentle Dental. There has been no attempt to resolve this erroneous charge. This is incredibly frustrating.

Sincerely,

***********************************
Business Response
Date: 06/20/2024
Good Afternoon **********************,
We apologize for the delay in response. We have sent out an expedited request to have someone reach out to you within the next 48 hours or less. Please let us obtain information so we can better assist you.

Customer Answer
Date: 06/26/2024

Complaint: 21691888

I am rejecting this response because: There has been NO attempt b6 this business to resolve this complaint! This business has neglected to even attempt to contact me, while I have tried contacting them several times. I do not understand why.

Sincerely,

***********************************
Business Response
Date: 06/27/2024

Dear **********************,
We have made several attempts to reach out to you. Per Business Manager, you were informed and signed an agreement regarding the missed specialist appointment fee and in addition you requested sedation, it was not ever made mandatory. Several calls and texts were sent to you regarding confirming your appointment, since you had requested an early time if it became available. You were also aware that the sedation may not be covered by her insurance if they do not deem it medically necessary.
BM also replied to the first complaint regarding the same matter.

Please let me know how else we can help.

Thank you
Initial Complaint
Date:05/08/2024
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.
Business declined to provide full records, any and all notes even outside of regular patient charts, including whom else agency, individuals, or affiliated/contracted parties that accessed records or performed additional services.Business did not explain what happened during procedure as there was additional actions done. I woke up in another room and have complications from a bump hard object stuck. You can feel it by hand and two other facilities confirmed the bump slightly past where the wisdom teeth used to be on both the bottom spots. I only consented to wisdom teeth extraction and nothing else and not sure what it is but it's very painful. They waived payment which is more suspicious than generous for a dental office.....we'd like to have all records of financial documents as well. It felt like I was put in a mini seizure rather than given gas and still have questions what they did/used, side effects, etc. We would also like them to remove or fix this mixup and correct it from further dental or other problems.
Business Response
Date: 05/21/2024
Good Afternoon,
Thank you so much for reaching out to us. Can you please provide us with the business name so we can better assist. - Thank you!

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Gentle Dental is NOT a BBB Accredited Business.