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 67 locations, listed below.

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• 

  Gentle Dental of New England

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

• 

  Gentle Dental of Worcester

  225 Shrewsbury St Worcester, MA 01604-4648

• 

  Gentle Dental

  801 Elm St Manchester, NH 03101-2103

• 

  Gentle Dental

  410 S Main St Concord, NH 03301-3483

• 

  Gentle Dental South Nashua

  225 Daniel Webster Hwy Nashua, NH 03060-5536

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:02/05/2024

  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.

  The original estimated cost to me for dental work to be done is $3,664, from a total cost of $7913.00.After part of the work had been done the total cost was shown as $7429.00. After insurance payments and my downpayment of $1,499.50, the balance left for me to pay became $4262.00. That amount is $1988.00 over the original estimate. OF WHAT GOOD WAS AN ESTIMATED COST?My letter to Gentle of January 15, ****, which is included, explains more clearly. List of Documents Included 8/28/2023 Treatment Plan for ***************** 9/12/2023 Payment Plan Agreement 11/15/2023 Statement of Account 12/27/2023 Letter to Gentle Dental from ***************** 12/26/2023 Update on Dispute from ********************** 01/15/**** Letter to ********************** from *****************

  

  Business Response

  Date: 02/09/2024

  Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feedback is important to us. We have refunded you $1623 back to your credit card as requested.

• Initial Complaint

  Date:01/31/2024

  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.

  Went to Gental dental for teeth work started work back in 2019 billed insurance company for work that was not done grinded my front tooth down and refuses to fix Gental dental advise me to get visaline to straighten out 4 teeth and never completed still missing teeth guards and refuse to complete work mouth looks horrible and I need your help on getting it complete spoke to a women ***** from head quarters just keep getting the run around Gental dental has said many times that they have credit my insurance back till this day it has not done what they say there gonna do so Im in need of help due to all the money that has been paid from my dental insurance and out of pocket expenses thanks

  

  Business Response

  Date: 02/09/2024

  Thank you for giving us the opportunity to address our patient concerns. Your feedback is important to us. The patient has been non compliant with his treatment. He started comprehensive treatment but did not return and these are not a one visit service. Perhaps the patient has the perception of not receiving prompt responses but due to the obligation we have to protect our Doctors and staff against threating and abusive behavior from our patient. We don't have any discussion of a credit or refunds but we did a courtesy adjustment for the balance on his account.

  Customer Answer

  Date: 02/11/2024

  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,

  ****

  Well they are lieing bout what ever ever there saying Ive been coming to my appointment and also making payments I was advised that the doctor I started treatment with DIED of breast cancer then they sent me to ************ to pick up few trays once those trays was picked up and used reached back out to them they had me come back to take exrays of my teeth again lied and said everything is going well ur trays will be here when get here we will call for pick call for months about trays with no luck finally I got a hold is ******* she constantly telling my trays are in next time she comes to the **************** she will call all that bout threatening the office is a total lie I did leave 2 messages but were not threatening so they need to either may all funds back that I paid or finish the job they have build my insurance for multiple service that was not completed with my insurance is now looking into even build 712 for cap on tooth 9 on November 22 2019 till this day no cap they need to finish the or pay back what was paid point blank 

  

  Business Response

  Date: 02/16/2024

  Thank you for giving us the opportunity to address the concerns. It is in the best interest of resolving the refund to your insurance company for tooth #9. We will refund both insurance companies. Guardian $706.00 and Humana $682.90. A general release will need to be signed by you and then the monies can be refunded. As for ortho treatment it was stated the balance we did a courtesy adjustment of $2300.00. ****, to inform you that the office did communicate with the police station. The reference number is ********. If you have any other questions you can contact them directly. So for the safety of the staff and Dentist's we would like to provide that your Dentist that you previously mentioned has not passed away.

  Customer Answer

  Date: 02/20/2024

  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,

  ****

   

   

• Initial Complaint

  Date:01/17/2024

  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.

  Complaint for ********* Gentle Dental office at ******************************************************************. Fraudulent charges. Did not honor tx plan. Different people working there every time I go in to the office. Nobody can help me or resolve my issue. Insrtead they laugh at my face and are super rude and unhelpful. There are standards and rules for healthcare facilities that they need to follow. Patients deserve to know what their treatment will actually cost! Office manager is a *****. She was the worst, I can't believe someone like her is in charge of this place. This place has no honor, no shame. They will completely ignore the quote they give you and then surprise you with a different more expensive quote the day of your appointment. These business practices should not be legal.

  

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to address our patient. We take all of our concerns very seriously. I understand your frustration and your feedback is important to us and this will help us to re-educate and train the staff. We are given information from your insurance *** on your benefits and that is how we figure your co-payment. We had been given a percentage and then paid as a different percentage which left you with a balance. We will be given you a courtesy adjustment of $58.32  leaving you with a zero balance on your account.   

• Initial Complaint

  Date:01/16/2024

  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.

  Nov 6, 2023, i get an email from dentist about an appt (this is the only way i communicate in the 25 yrs ive been with there 3 locations, Cell phones are not allowed at my work) i reply back after work at home to reschedule to next year i have no more time off this year at work or to come in late..I was well within there cancellation appointment protocols, The appointment was for nov 9,2023.. on 11/15/23 i recieve a bill in the mail for ***** and on the desciption of service it says broken appointment fee..I go back to my sent emails and notice that the server they used to send me email had blocked my reply back, I called office to inform them i wont be paying this statement for that reason and that i replied within the 24 hours and they said they get all the emails and since that conversation i have recieved 3 more bills from them. I have the printed emails of replies and message blocked recipient email..ive been in that office twice where they have cancelled my appointments cause of being short staffed or from an emergency i didnt have the option to bill them for my lost wages from them not having sufficient staff..I feel this is scam to bill people by blocking there cancellations to make money..That office has a new finance **** manager ******************************* she doesnt know how to talk to people which made me very angry.. With everything going up every dollar is stretched and if i was my fault id pay the bill this just makes me wonder how many other people has this firm done this too...I can send you all papers in the mail if needed....If this cant be resolved ill seek consultation from a lawyer to see other avenues..Thank You for your time *********************

  

  Business Response

  Date: 01/17/2024

  Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feedback is important to us. We will have IT look into this matter regarding the server. I have adjusted the $50.00 broken fee charged to you. No balance on your account.

  Customer Answer

  Date: 01/20/2024

  [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:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I would receive a price adjustment and would be refunded $110.50 I have called numerous times and they keep telling me it was summitted to the main office and they will call me back when they get more information but they never call me. I have to keep calling them to get their excuses. I was even given a false name by 1 of them and when i called back they said no one with that name works here. this nonsense game has been going on for almost 2 months now. when I paid debit on the spot and they did not have to wait for their money.

  

  Business Response

  Date: 12/15/2023

  Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feed back is important to us. We have refunded your credit card on 12/12/23 for $110.50. This can take 2-5 business days to see the refund.

  Thank you.

• Initial Complaint

  Date:11/27/2023

  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 went to Gentle Dental ******* on Aug *******. I got my dental X-rays taken and had a short consultation regarding a potential wisdom teeth removal. Later that day I made a request to have my dental X-ray images sent to me since their network provider is not within convenient travel distance. I was instructed to complete a release form that has a line at the bottom of the page saying "There is a charge of (BLANK) for the record request". I crossed out the blank as I was not told by the person answering the phone about any charges. My dental X-rays were later emailed to me in the form of screenshots. I later received a bill about 2 months later demanding immediate payment for a total of $29.00. There was no description on the bill for the reason of charge so I called the office to check on this. The office informed me rudely that this is a fee to "email you your dental X-ray screenshots" and I must pay it. They admitted that the fee was never informed and they never posted the fee schedule anywhere but still expect full payment. I was forced to pay the bill as the office in ******* threatened to push it to collections. I'm now requesting a full refund as it is not a charge that was informed and agreed upon.

  

  Business Response

  Date: 12/01/2023

  Thank you for giving us the opportunity to address our patient concern. We take all of our concerns seriously and your feedback is important to us. We have given you a courtesy adjustment of $29.00 that you paid. This refund is going back on your credit card.

  Customer Answer

  Date: 12/07/2023

  [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. 

  The refund has been received and processed by my bank. Thank you for responding to my complaint in a timely and professional manner.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/14/2023

  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.

  Recently sent a bill from Gentle Dental ********** , ****************************************. ***** for ****** with no explanation of charges or date pertaining to charges . I am not or never was a patient of this business and there is no fee due . From the numerous complaint and bad reviews from this business it looks like I am not alone in this fraudulent attempt to collect on a nonexistent charge . Make no further contact in this regard . Cease and desist all contact .

  

  Business Response

  Date: 11/22/2023

  Thank you for giving us the opportunity to address the concern. We take all of our concerns seriously. We have forgiven the debt and the balance is zero on the account. We have noted that no contact between you and the office.

  Customer Answer

  Date: 11/22/2023

  [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:10/27/2023

  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.

  We have been patients at gentle dental in ******* for the past 10 years and it is in our dental insurance providers. We just received a bill for $737.01. Every time we have gone in to have work done on our teeth, we make sure it will be covered under our insurance ( and they tell us yes). We just spoke with the ******* office manager ***** who states that the reason we owe this money was that the dentist who was covering the days of our appointments was not in our network. Also the dentist not in our network (************************) is a male, but we have recently only seen a female doctor through them for the last year as the other male dentist transferred into ******. They never told ** that the dentist was out of our network and we believe this male dentist never worked on us. Then they billed our insurance company as a out of network provider. I believe this is fraud. Now they are sending us a bill for $737.01 ( received on 10/26 first bill) stating it is 90+ days late. So this will also affect my credit score.

  

  Business Response

  Date: 11/08/2023

  Thank you for giving us the opportunity to address our patients concern. We take all of our concerns seriously and your feedback is important to us. In speaking with the office ,corrections have been made to your account. We have honored the network fees. Your balance has been adjusted and leaving a zero balance to your account. This has never been reported to a collection agency.

  Customer Answer

  Date: 11/09/2023

  [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:08/06/2023

  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.

  On 1/30/23 I went into gentle dental to have a tooth pulled. I was charged $291.93. I was not able to have the tooth pulled because my blood pressure readings were too high. After a few failed attempts to get the tooth pulled i asked for a refund. I was told it would take a week or so. When it never came I followed up every week for a couple of months. Keep being told that it was coming. The last time I returned to the office to find out about my refund the secretary promised it was coming, that the were using a new financial company and it was taking a while. I let a few weeks go by and I then called again and never received a call back. Another month has gone by since the last attempt to talk to someone at the office. I want a refund since they did not preform the procedure. I had it done at an oral surgeon who only charged $74 dollars. This is also very interesting. When Gentle Dental took the $291.93 I was told that was the remainder of what my insurance covered. They may also be overcharging people. Nevertheless, I just want my $291.93 refunded to me.

  

  Business Response

  Date: 08/09/2023

  Thank you for the opportunity to respond to our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. I had your account audited and a refund of $384.93 will be refunded back to your credit card. This can take the credit card companies 3 to 5 business days. Please check your card for your refund.

  Customer Answer

  Date: 08/10/2023

  [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:06/27/2023

  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.

  Recieved a bill in the mail from gental dental in **************************************. that was sent to a old address which I do not live there anymore, the **** isnt even in my name it is in my husbands name . I got into their payment portal to set up a payment plan for bill but it wouldnt allow me . The bill is a huge bill which did they send the claim to the insurance ? There is no way I can pay the bill all at once , I am in financial hardship and can only pay a little bit at a time , if they deny me that , that's just wrong. They told me a year ago my insurance was going to cover my procedures I paid them alot of money, I do not know where that money went to, I almost feel like stuff was not billed out properly. I felt from the very beginning they were overcharging me and I spoke to my insurance a year ago and I still had benefits left over and the insurance gentleman said i should be covered now out of the blue I'm getting a bill for ******** , that's crazy, and it seems very convenient I'm getting this bill when I asked for a record release a couple weeks ago , they informed me nothing about a bill or my insurance . Something seems very wrong and very off , I feel like they need to take a second look at my account or somehow fix this! Also seems like I'm getting charged for not paying the whole amount right away , theres no way i can pay that much right up front , I'm in financial hardship .

  

  Business Response

  Date: 07/21/2023

  Thank you for the opportunity to respond to our patient. We take all of your concerns very seriously. I understand your frustration and your feedback is important to us. The practice manager has reached out to the patient. In going over the account an adjustment has been given to the patient and has agreed with the decision. The remaining balance the patient will be making a payment each month.