Business Profile

Dentist

Gentle Dental

Headquarters

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

162 total complaints in the last 3 years.
49 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:04/15/2025
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 originally went to them for Invisalign orthodontics for a tiny gap in the front on my lower teeth. First, I had my teeth cleaned using my insurance, which covers cleaning and x-rays, but they said I needed to do additional things as well. ******, ******, ******! They also said I needed a crown on my upper molar because it would crack. Second opinion elsewhere said not necessary. Back at there office, the ******* said I really should get it done before I do Invisalign. Well ok I said. The first ******* that did my crown did a horrible job. Within 30 days they had a new ******* who redid the crown. While I was waiting for the permanent crown to be made, the temporary crown fell out several times. Each time, make an appointment and have them put it back in. One of those times, the assistant left a string on the tooth then applied the temporary. Well that temporary fell off that evening since that string which should have been removed messed up the seal. They are very incompetent. Now, at the completion of Invisalign on my bottom teeth, a molar next to my crown (which is the one they did and which now has a gap due to the crowns incorrect size) connects with my lower tooth incorrectly. Please note that I had braces in my teens and my bite was not an issue, in fact I let the orthodontist know that my molars connected perfectly (prior to Invisalign).The new orthodontist (which took the place of the original orthodontist days before my Invisalign session completed) proceeded, at my hesitation, to drill off the part of my molar that was connecting incorrectly. I told her to stop because she was drilling away enamel. She wasnt listening to my concern and I requested to speak with ******, the office manager. ****** said I would have to pay more money if I wanted Invisalign on the upper teeth to correct the movement of the molar that the crown created. I told her they should pay that expense since they created that problem. She said I need to pay more money.
Business Response
Date: 04/16/2025
Good afternoon *** ***********,

Thank you for bringing to our attention your concerns. So, we can better assist you could you please provide us with the name of the office that you went to? - Thank you!
Initial Complaint
Date:04/15/2025
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 went into Gentle dental for an emergency, I was told by ***** itll be 69 then they will tell me how much after should I proceed. I go in see the ** PRIOR TO PAYMENT AND WAS HIT WITH 205. I went in for pain to get an extraction and went out with more pain and no antibiotics or something for the pain. When I asked if I'm going to be seen today the lady said "NOT TODAY KID" I went into just for them to basically xray and have ppl look at me to charge for different ***** That's a rip off.
Business Response
Date: 04/16/2025
Good morning Mr. ****************** style="font-size: 0.875rem;">Thank you for reaching out and we apologize for the inconvenience. Could you please provide me with the office name so we could better assist you. - Thank you In Advance.
Initial Complaint
Date:03/17/2025
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.
Gentle ****** overcharged me a year ago. Still waiting refund
Business Response
Date: 03/17/2025
Good morning, Ms. **************************** you please provide us with the name of the Gentle Dental office so we can better assist you. - Thank you!
Initial Complaint
Date:03/06/2025
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 am writing to express my profound dissatisfaction with the deceptive practices and negligent care I experienced at Gentle Dental Happy Valley on November 19th, 2024. Dr. ******* ****** assured me my son's four cavities were minimal and single-surface. However, the billing statement reflects four two-surface posterior composites, a blatant contradiction to his initial assessment. The extended procedure time was not due to the complexity of the fillings, but to his assistant Kats critical error in providing the wrong material, forcing a complete redo of the all 4 composite sites because the material was soft and wrong for intended application. This incompetence resulted in unnecessary trauma for my son. Furthermore, after a month of being ignored and lied to by the front desk staff, who claimed to have left a message I never received, it's evident Gentle Dental is attempting to defraud me and DeltaCare. I demand a thorough review of the billing and a correction reflecting the actual procedures performed. This level of dishonesty and incompetence is unacceptable.
Business Response
Date: 03/17/2025
Good morning Ms. ************** truly apologize for the inconvenience. Please allow us to gather information to better assist you. Someone will give you a call within 48 hours. - Thank you!

***** *******
Initial Complaint
Date:02/26/2025
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.
My partial YELP review explains:***** *.Ferndale, ** Dec 12, 2024 On 11/17/2023 I chose this place to get my teeth extracted and full dentures. Before I made the appointment, I gave them my insurance info which includes a $3000. yearly dental plan. They looked it over and said ok so I figured it was a done deal. I paid $6424. They missed part of a tooth, painful. I had them check it out a couple times and they kept grinding away on the dentures because their Xray machine was not adjusted right, I knew they missed it. In May 2024 they discovered I was correct on missing part of a tooth. They sent a text to pick a date (which I saved and still have) and as always I asked if there would be a charge for it and the answer was, "No charge =)". Then I received a bill for $764. on top of a previous bill for the work. What shocks me is that they want another $2220. from me. On May 22, 2024 I asked for a new set of dentures because they obviously missed the ***** Dentures were only worn 4 or 5 times in 6 months and were super loose because of natural healing and shrinking of my gums.I never thought they would deny me but that's what happened. I got a letter from them that said in part, "We have carefully reviewed your chart, and x-rays as well as all available information. Although we understand how you feel, we have found the treatment you received to be within the standard of care and are unable to waive, refund and/or reimburse you for any costs associated with your treatment. It is our sincere hope that you will continue your patient/dentist relationship with us."This is within their standard of care? Unbelievable!I no longer want a replacement set of dentures because I don't trust them at all. I want my bill wiped clean and the cost of the dentures refunded. $6424. is plenty to get my teeth pulled!!!***** ****** = Director Of Operations and ********* **** = Regional Clinical Director. They turned me over to collections. Avoid this place, you have been warned!
Business Response
Date: 02/26/2025
Good Afternoon *** *****,

Thank you so much for reaching out to us. Please allow us to gather your information to better assist you. Someone will reach out to you within 48 hours. - Thank you!
Customer Answer
Date: 03/05/2025

Complaint: 22937028

I am rejecting this response because: Nobody contacted me in 48 hours. Just look at the date!!!!

Sincerely,

****** *****
Initial Complaint
Date:02/10/2025
Type:Sales and Advertising 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.
End of January 2025 I went to gentle dental on river road, Eugene ****** I went at 8:30 am with pain in my tooth- I was told that they couldnt help me since they had one doctor and 1 assistant and I could have to wait til noon and if I left I would lose my place in line and she also said they only x-ray To determine the problem and couldnt see me til sometime in June-I had to see a dentist in ****** ******/had a fractured tooth-since I saw an out of network thru *********this cost me $672 plus another $500 to get a fake tooth this was unacceptable and they owe me that money/I am not like them-bad business and they didnt care-i had the fractured tooth-I couldnt wait til June/this is absolutely disgusting
Business Response
Date: 02/10/2025
Good Afternoon *** *****,

Thank you so much for reaching out to us. Please allow us to gather information to better assist you. Someone will reach out to you within 48 hours. - Thank you!
Customer Answer
Date: 02/12/2025

Complaint: 22916577

I am rejecting this response because:

Sincerely,

****** *****
Customer Answer
Date: 02/12/2025
I guess I did not understand-I will accept the 48 hours they said they will get back to me
Business Response
Date: 02/24/2025
Good ******************** We were informed our practice manager reached out to you on February 14th.
Customer Answer
Date: 02/26/2025

Complaint: 22916577

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:02/03/2025
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.
On 10/28/24 General Dental **************. Over charged me $39 for X-rays. On 11/4/24 gentle Dental south ******* ****, ** over charged me $389 for a tooth extraction, lied to me and said it was not covered by insurance for the bone graft, which it was covered according to my insurance, but Gental Dental never submitted the bone graft to my insurance. The tooth extraction was horrible resulting in an additional bone graft required to be able to have an implant. Horrible pain for 3 weeks. Instead of pulling the tooth, the dentist drilled and broke the tooth, then dug it out. The suture performance was terrible, resulting in infection. Then on 12/2/24 the Dentist performed 2 fillings, over charging me again in the amount of $216 and causing substantial pain, a hole in my tongue, and fillings needing to be drilled down by a different dentist because it was affecting my bite with massive pain. I asked for my records and X-rays for 3 weeks without them producing them to me or even responding until I physically went into the office and demanded them on 1/6/25. At that time I showed the over billing and was told I would only recieve a refund for $211 and the bone graft was not covered by insurance. Total I should recieve a refund is $644 and I still have not seen a refund one month after complaining in the office, and providing documentation from my insurance company showing the over charges. This dentistry practice lied, over charged me, performed negligent dental work, resulting in financial burden and unnecessary pain. Gental Dental avoided almost all my attempts to communicate the issues with billing, simply to get refunded what was owed to me to do the honest right thing. This was by far the worst dental experience Ive ever had.
Business Response
Date: 02/03/2025
Thank you so much for reaching out to us. Business Manager to our ************* will gather information to better assist you. Please allow 48 hours and she will reach out to you. - Thank you!
Customer Answer
Date: 02/06/2025

Complaint: 22888776

I am rejecting this response because:
The refund process and proving my valid claims and complaints to over billing has been met with push back from the office manager. Finally today I was told I would be given a partial credit for one over charge on my credit card, which the office manager stated it would take 2-5 weeks to show up on my credit card. Until the insurance is billed for my bone graft and I am given the remainder of my refunded over charges deposited to my accounts that were used to pay for service rendered the day of service, I do not agree fully with the response.

Sincerely,

**** *********
Business Response
Date: 02/10/2025
Good Afternoon *** ********,

Thank you so much for reaching out to us. Please allow us to gather information to better assist you. Someone will reach out to you within 48 hours. - Thank you!
Initial Complaint
Date:01/14/2025
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 am filing complaint with the corporate office regarding one of their locations: *************************************************************** location. I returned a very poorly made partial plate appliance on 11-26-24 and was told by ****** that a check would have to come from the corporate office, and it would take up to 6 weeks, which should have been before 01-03-25. (This is not an acceptable time frame as I paid this money 09-27-24, before I even got the partial plate). The amount is $798.60. I was given a return receipt by ******. We are now at week 8. I called last week: 01-06-25, 01-08-25, and then 01-10-25 I texted Dr. ****** (dentist) directly to tell him no one is returning my calls. This happened in the past as well. They never return calls and neither does the corp. office as I left them a message to complain about the terrible office manager, ******** that they have there. He said he would check on this on Mon. (*****). He of course didn't have anyone call me and he did not text me. I texted him again Tues. ***** to tell him and then I called the office again, sat on hold for 10 min waiting for ******. I will not talk to the office mgr. ******** after the way she treated me a few months ago, plus ****** did the return. ****** then tells me my refund WAS NEVER SUBMITTED! She states she did it yesterday *****. The office Manager ******** was to have signed off on this back in NOV when I returned it and I believe that she purposely did not due to our past "run in" This is UNACCEPTABLE. It's been 8 weeks, and I want my refund immediately. I plan to file with small claims court if I do not receive this refund by the end of next week which is *****. Today *****, I also called this corp. office (2 different numbers, one for C/S and one for the regional manager named *******) to complain and of course they also have not called me back. This whole operation is completely unprofessional. I was told I would get a ********** should not have to wait over 2 months to get it.
Business Response
Date: 01/14/2025
Thank you for reaching out to us. Please allow 48 hours for us to review your information so we can better assist you. Someone will reach out to you to discuss a resolution.
Customer Answer
Date: 01/20/2025

Complaint: 22811685

I am rejecting this response because:
They said they would contact me in 48 hours that was on the 15th today is now the 20th nobody contacted me Thursday or Friday last week which would have been 48 hours. This is completely bad Business corporate and the local office they ignore your request and they ignore your phone calls. I want my money and somebody needs to call me this week or I file with small claims and I'm going to sue for my money
Sincerely,

**** A *******
Business Response
Date: 01/27/2025
Good ********************** A check was mailed out to you on 01.15.25. Can you please confirm your mailing address? - Thank you.
Customer Answer
Date: 01/29/2025

Complaint: 22811685

I am rejecting this response because:
Your corporate office still has not called me. I HAVE NOT not received this check and it is now 01-29-25.
You are asking on this BBB reply to confirm my address??? are you kidding me. You know my address and so does your AZ location. It is **********************************, tel# ************.
I had asked for a credit to my credit card due to the unacceptable wait time (over 2 months) due to your business ineffectiveness and unprofessional behavior.
The location finally only called me ***** only after filed complaints with the Attorney General in ** and CA. I was then given an excuse that the refund was not done due an email outage. This is an excuse. I asked for a check number and have not been given one. I was sent a ledger copy showing no check# or check date.
I was also told the refund was done on *****, but now you say 01-15???? It does not take 14 days for mail from CA to AZ.
Why didn't you have the decency to call me on my initial complaint and apply the credit to my credit card? This was your location's fault that this refund never got done. Your corporate office should call me and explain why and what is being done about all of this.

Sincerely,

**** A *******
Business Response
Date: 01/29/2025
Good Afternoon *** *******.
We Apologize for the inconvenience. Your refund check was mailed out and I will be more than happy to provide you with a check #. I will give you a call tomorrow morning at 9:00am - Thank you - ***** *******
Customer Answer
Date: 01/31/2025

Complaint: 22811685

I am rejecting this response because: As of *****-25; I never received the check. Finally someone from the ************* called me on *****. I told her she should stop payment and overnight me a check or credit my credit like I had been asking for since *****. She said she would ask and then she got back to me and said they would finally do this credit to a card they had on file.
*****-25: A few hrs. later I got a call from the ** location, the office mgr., the one that I had such trouble with, asking me for my credit card#?????? I'm like what? I thought the ************ was taking care of this? She said she had to do it there in **. I was NOT about to give my CC# to a person that treated me so badly and then didn't process my refund when she should have back in NOV 2024.
I told her I could come in person and I would put my card in. Which I did do and the bank has not verified my $ is back in my account yet. The credit slip did not show as a credit figure, so I sure hope it went in as a credit and not another charge!
This credit could have been done at the ** location back when I returned the darn thing in NOV 2024. ************ is terrible and has terrible customer service and they tired to keep my money, hoping I would just "go away".
They have no integrity and a manager should have called me to discuss the issues regarding their ** office and their own lack of professionalism/s customer service, and this unbelievable return process that I was put through. (***** was very nice and this is no way directed at her)
I told ***** that a Corp. Mgr. should have called me and she said she forwarded my email to a manager named "*******", which is the SAME person that I left a message for back on *****-25 and she did not have the decency to call me back. I also asked ****** from ** location to have her call me as well.
We shall see if she call now after all of my complaints. I will let you know if the credit $$ have gone through.

Sincerely disgusted,

**** A *******
Business Response
Date: 01/31/2025
Hi Ms. ******** Thanks again for working with us in resolving your refund issue. I am glad that we were able to get the issue resolved yesterday, 01.30.25. It was a pleasure to assist you. - Have a great day - ***** *******
Customer Answer
Date: 02/07/2025

Complaint: 22811685

I am rejecting this response because:
I want it on record that the Corporate office "Management" has never reached out to me since I filed complaints, I left several messages and requested a call from management. Not one call was returned, and no messages have been left for me.
*****, an administrator, ONLY AFTER I filed complaint with the Attorney Generals for both states (CA and AZ), was the one who finally called and she was very nice, she was to credit my Credit Card as the "Check" never showed up, and it still hasn't. She didn't do the credit from the ************ as I expected and she didn't tell me the local office was to do it. I then got a call from the local office saying they had to do it and the person that I had issue with there wanted my CC#. No way was I giving out my CC# to her, so I went to their office and I entered it myself. Another inconvenience.
***** also gave me invalid email addresses for the manager that she said was to call me, "*******". I don't believe she even exists! I emailed to let her know and I have not heard back from her. This is the most shady and unprofessional business that I have encountered. Today is 02-07-25 and I never heard from a manager from the ************.
I do not believe that this business ever sent any check out and I believe that they lied to just postpone the refund as this is what they have done from the beginning. The local office gave me the excuse that the refund was not done in NOV.2024 due to an email outage. If that was true, why wasn't I notified and why didn't they check their emails for that day?? I don't believe this either. How convenient for them to have this email excuse as well as a "lost check".
My credit could have been done from the very beginning to my credit card as I had asked. I waited 2 full months and had to file numerous complaints and make numerous calls before I finally received the credit on 01-31-25. I am on a fixed income and this is unacceptable in every way.
NO ONE should have to go through all of this and the ************ should have had a Manager call me to explain what they will do to correct situations like this in the future.
I want the general public to know what type of business this is and warn them not to do business with this company.

Disgusted,

**** A *******
Initial Complaint
Date:12/09/2024
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.
11/17/23 Gentle Dental ******************************************* To make a new full upper denture and bottom partial denture. The upper denture was delivered. The bottom partial took time to complete. I was called in February to pick up what was told to me to be the final Botton partial. I was told to wear the bottom and come back for adjustments. That evening I went out to eat and the bottom started melting in my mouth. The next day, I returned the melted denture with teeth missing back to Gentle dental and was told they would send off for repairs. At the moment I was not advised that what they had provided me with was the "unbacked waxed" partial and delivered it as a final produced, the Doctor was there when it was delivered and was the one that placed it in my mouth and said that I did not need any adjustments. Meanwhile, I waited for the fixed partial to be returned and contacted them several times and each time they were checking with *** for the delivery and nothing arrived. I was finally told that I would need to start over because I was originally given the wax partial that was not the final product. I was originally going to not finish the process and ask for a full refund which they agreed but since I had already spent 6 months, I agreeded to finish this with a ****** refund. They offered ****** I said ******. They finished the process with a partial that still did not fit my mouth, the doctor did not know what he was doing and I just took it and left waiting for my refund since April. I have gone to the office left message for the new office Manager ******, called left messages and no one has returned my call. I have gone to another dentist, spent another ***** and had a new parital made but still have not received the ****** refund. The origianal partial is sitting in the contain un-used, at this point I think I should be refunded my entire payment of ******
Initial Complaint
Date:12/03/2024
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 October 9th I had a crown put in at Gentle Dental clinic at ************************************************************************************. I was charged $1,337.40. I should have been charged $1, ******. I was overcharged $152.00. When I asked that a refund be credited back to my card I was told that they had to wait for my Ameritas Dental Insurance to send them a statement of charges. I immediately contacted ******** and they faxed it over to the office. Then I was told that it would take 4 to 6 weeks to have the money owed credited back to my Discover Card. That is totally unfair and unethical. When patients go in for treatment, we have to pay our portion up front. Why should we have to wait when we are overcharged? I want my refund returned now.
Business Response
Date: 12/06/2024
Good Afternoon *** ******,

Thank you for reaching out to us. Please allow us to gather information so we can better assist you. We will reach out to you by next week on Tuesday. - Thank you!
Customer Answer
Date: 12/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as Im refunded back the money they over charged me for asap -this month. When businesses overcharge patients they are legally obligated to refund the difference promptly.

Sincerely,

***** ******

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Gentle Dental is NOT a BBB Accredited Business.