About Gentle Dental
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I was seeing this office for years. Lately customer service is getting worst. I called and left a message, I waited 2 days for them to call me back. No one called back. After 2 business days I call them again. Receptionist answered and put me on hold twice and said she couldn't reschedule my appointment. It would be nice they will inform you right away but the fact that they cannot even call you back to let you know. I do not recommend this to anyone. After few years of coming in this office, and with this bad customer service definitely, I will be looking for a new Dental Office.
On 2.15.22 I received a text message advising me that I have incomplete treatment and for me to call to schedule. I called and scheduled an appointment for 3.15.22 at 3 pm. I drove to the location that is across town, 7260 W. Lake Mead Blvd, Las Vegas 89128. I took an hour off from work and after waiting, the receptionist advised me that I cannot have my appointment for a cleaning until I see the dentist for an assessment of my teeth & gums and she requested that I reschedule the appointment. ARE YOU KIDDING ME!! You guys have my chart so why didn't you schedule me for what I needed. With the price of gas this was a serious waste of my time and money. Are you going to reimbursement me for your mistake?? I went there because of my previous experience with Dr. **. His incompetent staff has just screwed up and I believe I will be looking for another dentist.
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The worst. Very patient last. I had high hopes for this practice after moving to Phoenix last year. The first straw: being required to wear a mask in late February 2022 even though I am triple vaxxed, virtually no one else in Phoenix has worn them anywhere for months, AZ has no mask mandate, all states except HI have dropped them, the CDC says masks are no longer required, and patients wouldn’t be wearing one during treatment anyway, when they are closest to another person as they breathe, as I did when they cleaned my teeth a couple of months ago. Did anyone really think this through? Second straw: I was asked to sign a full page of waivers that some consultant or seminar or lawyer probably recommended as best practices without any regard to how the patient might react to them or whether they make sense or are just plain silly.
My favorite asked me to acknowledge that holding my mouth open for a prolonged period of time could make my jaw ache. Another asked me to acknowledge that medications (not a specific medication but medications in general) can have side effects. Really? Final straw: this practice requires payment in advance even if you have insurance. After they refused to bill insurance first before billing me, the camel’s back broke and I left, never to return.
Awful dental. Atrocious behavior on fixing past problems. Especially the office at 612 Centre St. Jamaica Plain Ma 02130, poor assistance from their corporate office in Waltham Ma. I want my $700 refund now!! Been waiting before the pandemic. 3 years..
On my second round of treatment, I was forced to undergo “deep cleaning,” which I understand is a moneymaker for the chain as it has minimal insurance coverage. I was refused my normal cleaning. I’d never had a cavity in my life, in 45 years but broke a tooth and needed an emergency root canal and left with an estimate for over $4,000 out of pocket (and I have very good insurance coverage, 60/40), including a $410 deep cleaning, two root canals with crowns and 16 fillings (that’s right, 16, that I magically developed since my military deployment exam 7 months earlier, when I had 0), most of which were described as 3 surface so extra expensive. I felt like I’d left a cruise ship spa with a menu of products I don’t need but they need to sell.
I needed a cleaning and reluctantly agreed to the deep clean. It was miserable and required 2 appointments, not because of my teeth but because that’s what insurance allegedly requires (my insurance denies this). Both times I left with half my face numb for 8 hours, leaving me unable to work, talk, eat or drink without issues the rest of the day - for a cleaning. Twice.
The first time I had the root canal and prep for the crown first, stupidly agreed to fill one of the “bad” cavities” and then had half the deep cleaning. My bill, with insurance coverage according to their billing department was over $1300. And it still left me with $195 to pay for the other half of the cleaning. Everything dealing with payment is very rushed, for what should be obvious reasons to anyone who’s fallen victim to their billing practices. I’m not ignorant; I’m a government attorney and represented a major federal hospital. I’m intimately familiar with insurance billing practices and collections. But when someone stands over you with a clipboard that gives you the ability to finish your dental work, you sign and pay.
Once I got home I immediately saw I’d been overcharged, even by their own estimate, because they failed to bill my insurance at all for the filling. That was (according to them) and overcharge of $60.90. I was told I’d have a credit. I said I wanted a refund but was told I’d have to wait for insurance to pay the claim and then see if I “owed anything.” That’s illegal. You can’t knowingly overcharge a patient and hang onto the payment on the off chance insurance doesn’t pay what you hope to receive. Insurance is a contract. If the practice accepts a policy they agree to accept the amount the policy pays as well as the patient’s responsibility as payment in full.
I received my EOB from my insurance a week before my second half cleaning appointment, which I was already dreading anyway. Not only had I been overcharged for the filling, I was charged $88 over the agreed price for the crown itself. And the filling? I wasn’t owed $60.90; I was owed $98.90. In total I was owed $191.90. My upcoming appointment was going to be $195.10. I showed my EOB and the billing staff claimed they hadn’t been paid by insurance and offered to credit the $60.90 to my bill that day. I knew if that happened I’d never get the correct amount refunded so I declined. They showed (unsurprisingly) an amount due from insurance that was about $100 over what insurance was going to pay them. Well, that might be due to their bill being off by several hundred dollars at minimum (it stands to reason their amount submitted isn’t the negotiated amount).
Last time for my root canal I paid $700 and they still came to me asking for $90 more a month later. And I can see this is standard practice. I got the staff to admit all new patients get deep cleanings (which is a huge foul when it isn’t clinically indicated - I have no periodontal disease per their own exam). Their next level billing department admitted to me that they overbill this way to collect so patients don’t refuse to pay post procedure. Again, there is zero legal basis for doing this because the billing errors don’t justify holding the correction and refund hostage waiting on insurance to pay. That’s utter and complete crap. I’ll stick with getting my exams from the military when on reserve duty, even if it is only offered once/year. I had a dental emergency that led me down this ridiculously expensive path and was thoroughly fleeced for my trouble. I won’t go back again.
I made an appointment with Gentle Dental about 3 weeks in advance and then 2 days before the appointment they phone me up to state they no longer carried my insurance, I will never use them again, they have no idea how to run a business.
The doctors at this practice are OK, however, the billing department is not gentle at all. They failed to give me a correct estimate with the insurance, and a few months after my visit sent me a bill with no explanation whatsoever (like just a random number), and it took me many days to get them to explain and change this bill. In other words, the billing at this company is very non-transparent at all. Not gentle. In addition, there appears to be a great miscommunication between the billing department, the reception, and the medical staff.
Several weeks after the so-called resolution of my billing issue (in which I still overpaid completely unfairly), and me telling them I would never go to their clinic again, I got a call from Gentle Dental saying "can you come on Tuesday to start on your crown?" Like really?? This crown was never on my treatment plan, by the way, and I never heard about it before. The bottom line: I would not recommend trusting your teeth or your finances to this company, as they might mess up both.
Stay away from Gentle Dental Clinics. They have high turnover of so called dentists. 3 years going there for 1 implant that went wrong. 3 years of going back and forth- being sent to other gentle dental clinics to try to correct the problem - I was told to drive to Mesa, AZ. That be 100 miles round trip. How many more trips will that take to correct the problem? I left the clinic -fed up with them-, having so many different dentist working on the 1 implant. My new dentist -different place- found the problem.. Crooked post!!! I was told by new dentist.. That made my blood boil - never was told about that until new dentist I joined told me.. I asked for refund from gentle dental. New dentist charged me slight over 5 grand to correct the problem. Start all over project.. Gentle dental refunded me only 1,800 dollars.. Manager no longer works there.
There is no grievance dept for gentle dental in AZ... New manager took over has no clue what to do.. Told me to call other gentle clinics.. Been a runaround is what I went thru---3 years. Still asking for more refund.. Not near what I had to pay for correcting the crooked post- new bone grafting and so on... 3 years of running around they gave me. Old manager says she wants to help me. I have to drive 100 miles round trip...How many more trips will that take to resolve the problem??? Is that called help. Give me my money back uuugghhh. I left gentle dental in a flash.. Again stay away- save yourself grief- runaround- high turnover of dentists, I must have seen 4-7 different dentists while going to gentle dental over 3 years. Each time I went I a new face, go to a different place.
I went to the Gentle Dental office at 702 E. Bell Rd. Phx for an $1100 root canal in April. I left over 2 hours later in pain. Was told it will go away. Went about 5 days later to their other nearby office for the required filling, told them it hurts when I eat. They said it will go away. Because of Covid going on I waited until the end of May then called the first office again, in pain still. They said they no longer have an Endodontist go to the other office who said go to the original office where the root canal was done. Covid raging, underlying health problems, frustrated from getting the run around I tried to wait it out.
By September I still could not bite down without pain. I called the original office sounding as though they had no idea I was in pain, said I could see their new Endodontist who told me my tooth was broken, would have to be pulled and I would need a $7000. Implant. When I was upset that their Endodontist broke my tooth their office manager said "How can we make this right for you?" I said compensate me for breaking my tooth! They have been giving me the runaround since then and have not responded to my claim with the Better Business Bureau. I have now filed a complaint with Interdent their corporate office and the AZ state dental board.
I had all my teeth pulled out and immediate dentures put in. They explained hardly anything to me or any options. They gave me no written information or advice. Being very afraid of dentists I just went with it. Their periodontist charges were insanely expensive as well as the charges for the immediate dentures. When my bottom denture broke they sent it to be fixed and now it doesn't fit in my mouth (way too big) and doesn't feel like it belongs and could belong to a different patient. Their costs for everything are outrageous. My dad helped me pay for this and I wish I had done a lot more research before going to this place. This is in Peoria, AZ. I am not happy with them.
Gentle Dental Company Information
- Company Name:
- Gentle Dental
- United States
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