I visited this place for the first time two months ago after I had originally gone to another dental office in the neighborhood. The original dental office I visited was not a fit because of the fowl odor and the outdated equipment. After seeing several tv commercials I decided to go to Gentle Dental. Initially, I was happy with the new technology, and what appeared to be a professionally managed office.
As it turns out, the staff is incompetent. I went there because I needed to replace a Merlin Bridge for a front tooth. The doctor advised me on the different treatment options and attempted to stair me to commit to an implant. I explained several times that I was uncomfortable with having dental implants and would much rather chose the over the teeth bridge method (not sure of the exact dental term for the procedure).
I gave them my dental insurance information so that they could submit a pre-determination request in order to find out if it was covered by my plan. Three weeks past and I heard nothing back from Gentle Dental or my insurance company. However, I was receiving pre-determination information that was submitted by the dental office I had chosen not to go back to so I called my insurance company to find out why I was not getting any information back regarding my treatment with Gentle Dental.
My insurance company advised that they had not received any request from Dental Dental so, I contacted them. The person I spoke to looked in their systems and noticed that when they submitted the pre-determination request it was denied because they had the incorrect birth date. She said she would contact my insurance to correct the mistake and would call me back at end of business day to provide feedback. She never called me back. Two weeks later, I called to find out what had been done. The person I spoke to assured me that the pre-determination request was re-submitted electronically and I should be hearing from them soon. Low and behold, it is two weeks later.
I called back my dental insurance company and still they have not received the pre-determination request; so, again I called back Gentle Dental to find out what is the hold up. Today I was told that the pre-determination request was sent via hard mail because when they attempted to submit it via fax it was not getting through. During this entire time, no one has contacted me to advise of any problems. No one has contacted me to ask for help to get the paperwork through to my insurance. The office is fully staff and there should be someone in charged of communicating with clients of any adversities that may be presented.
The office staff are very nice; but, what is that worth is they are limited with customer service and continuous error? The person I spoke to said she would call me back in 15 minutes and here it is 30 minutes later and no call. NOT GOOD!!! I will be reporting this to my dental insurance company