I had a very mixed experience with Gentle Touch Dentistry, and while the clinical care was…read moreexcellent, the front desk experience ultimately led me to leave the practice.
I confirmed my insurance once over the phone and then multiple times in person that the office was in-network. Based on that, I proceeded with my appointments on March 16 (cleaning and exam) and March 23 (night guard fitting). On March 16, the doctor and back-office staff were absolutely amazing. Since there was no hygienist available, the doctor personally performed my cleaning, and it was honestly one of the best cleanings I've ever had. The assistants and imaging techs were also great--professional, kind, and efficient. Ashley at the front desk was also consistently pleasant, professional, and knowledgeable.
Unfortunately, my experience with Talia at the front desk was the complete opposite. During my first visit, she began discussing treatment and payment mid-visit and even repeatedly called me by the wrong name ("Jennifer") despite having my paperwork in front of her. The doctor recommended both a night guard and Invisalign, but I made it clear I was not ready to move forward with Invisalign.
Talia then discussed the night guard and quoted me approximately $440, stating my insurance would cover 50%. She confirmed both the pricing and that I was in-network. We agreed I would pay half at the fitting and the remainder upon completion.
I also provided insurance information for my daughter and spouse. I declined self-pay for my daughter after being told they were out-of-network. For my spouse, who has UHC Oxford, Talia said she would verify coverage and call me back. I never received a call. I followed up a few days later and was again told someone would call me back--still no response.
At my March 23 appointment, I addressed multiple issues: my email was still incorrect in their system despite providing the correct one previously, there was still no update on my spouse's insurance verification, and I again offered to provide his information, which Talia declined--only to interrupt my fitting mid-procedure to ask for it, forcing the tech to stop and raise my chair so I could access my phone. This was extremely frustrating and unprofessional, especially since I had already provided and re-offered that information multiple times.
The most concerning issue came at checkout. When I went to pay the agreed-upon $220 (half of $440), Talia suddenly told me the total was approximately $880 because I was out-of-network and the service was "orthodontic" and not covered. This directly contradicted everything I had been told before booking, during my first visit, and during prior payment discussions. I even had the original quote she emailed me as proof.
When I questioned this, she insisted a night guard was orthodontic treatment. I explained that a night guard is considered an appliance, not orthodontic treatment, but she became dismissive and argumentative instead of listening. I left without paying because I no longer trusted the information being provided.
I immediately contacted my insurance, who confirmed I am in-network with this office, a night guard is NOT orthodontic treatment, and they cover 50% as originally quoted. They also reviewed Talia's call and confirmed she incorrectly described the night guard as orthodontic treatment to them as well.
At that point, I decided this practice was not the right fit--not because of the doctor or clinical staff, but because of the front desk experience. Patients rely on accurate insurance and billing information to make informed decisions, and that did not happen here. When I called to cancel, Talia denied ever telling me I was in-network, which is simply not true. The call was handled poorly and lacked accountability.
I did receive a follow-up call from Kali, the manager, who was excellent--professional, understanding, and transparent. She acknowledged that the situation should not have happened and confirmed that re-education would take place. However, to further validate my concerns, I asked Kali to confirm my email address while we were on the phone, and it was still incorrect in the system despite multiple prior requests to update it.
Ultimately, I went to another in-network dental office and paid only $107 for the same night guard--compared to the $440 (and then $880) I was quoted here.
Overall: Doctor and clinical staff were excellent. Ashley and Kali were professional and helpful. The front desk experience with Talia was disorganized, misinformed, and unprofessional. I strongly recommend verifying your insurance directly before scheduling or making any payments.
