Gentle Dental Lancaster

My daughter is 14, but had to see a pediatric dentist (fine, understood)but we will not be coming back. I told them her first visit specifically, she had severe dental anxiety, she's had several dental issues and just hasn't had a good experience, like many people. However, when she came out of the appointment that NOBODY EVEN DISCUSSED WITH ME, she said she was treated awful. I found out she needed further treatment when checking out. Okay, fine... get it scheduled, and get a VOICEMAIL very shortly after we left, that they have to cancel and reschedule but to call if the new time doesn't work. Okay.... Fine.... it works, so I didn't call back. Apparently only SCHEDULING VIA VOICEMAIL WITH NO CONFIRMATION is fine, but not confirming an appointment????? I showed up this morning to the appointment that was rescheduled VIA VOICEMAIL, and was told it was cancelled because I didn't return the appointment confirmation call? Be so for real. Who even checks VOICEMAIL? This is poor business practice, but I guess whatever works for you guys. The person at the front desk was very nice, and I feel sorry for them that they have to be the ones to tell patients that their appointment was cancelled. Probably why your turnover is so high! Do better...

I just had a frustrating experience speaking to someone at the front desk. My daughter’s appointment has now been pushed out for the second time (2 months from the original date) due to an assistant being sick. I can understand things like this happening, but when I expressed this to the lady and how the day they wanted to reschedule for wouldn’t work because I have commitments, the lady at the front desk, over the phone, was not understanding and was extremely rude. Her name was Marisol. I told her that she was being snippy with me and I would appreciate her understanding and she told me that she was not being snippy and continued to be rude. I’m surprised by the treatment that I was given. It felt very unprofessional. For this reason, I called another gental dental and rescheduled. After receiving a response to the above previous complaint once, I called the manager line that I was given and it went to voicemail. No-one got back to me. Yesterday I was on the phone for over 20 minutes on hold. I’d call back and be put straight on hold. This morning I called again and was put straight on hold again. I was just trying to reset an appointment which takes 2 minutes and there is more than one person at the front desk! I finally called back and they picked up the phone this time, thank goodness! When I explained my frustrations about being put on hold, there was no apology or sympathizing with me being on hold and the lady excused away me having to call back. She just explained away all the reasons why I would have been put on hold. I do not believe that’s good customer service!

Kim is an exceptional dental hygienist—thorough, gentle, and genuinely caring. She explained what she was seeing as she worked, checked in frequently to make sure I was comfortable, and made the entire cleaning feel calm and pain-free. I really appreciated her attention to detail, clear (non-judgmental) home-care tips, and professional chairside manner. If you want a hygienist who’s both highly skilled and personable, ask for Kim. Highly recommend Kim!

Worst experience of my life. I couldn't even get work done after they booked me in a emergency appointment because they don't have enough dentists and to many patients. It was like a chop shop in there. It's insane how many people they have going to these locations. Not to mention I called in January to book a new patient appointment as they are my new dental office. Their new patient appointments are booked out until November. So the only way they can get you in if you haven't established care is by sending you to a surgeon if you need work done or waiting until almost the end of the year which by that point your insurance could change by the time you actually establish care. Luckily I was able to call my insurance and have them set off to a different dental network. And I am glad I did because now they have multiple new patient appointments all week at my new dental office. I would avoid going here. The receptionist was nice though. 😂

Had fillings done on Thursday and they missed several small spots on the exact teeth worked on. Treatment is not done well or to completion. Appointments are not available for several months so I will not be able to have this remedied. I have photos for proof if needed. Also, had a root canal in past in this office and the entire tooth broke within 2 months. I was told “sorry, but we told you to be careful” (they did not say that but regardless, it shouldn’t have broken off entirely that quickly). Every single filling I’ve had from here has “fallen” out or eroded away within months! I have been trying to take care of dental work for several years now and I feel like I’ve actually gone backwards and lost more teeth than necessary. Extensive time between appointments and lack of quality treatment contributed to the disintegration of several teeth; teeth I will never get back now and this business will not remedy their mistakes. They have too many patients to do anything other than bare minimum. I am heartbroken over the treatment I’ve received over last few years. The ladies working the front desk are unsatisfactory in customer service and compassion. And, goodluck getting a simple antibiotic— If you “advocate” for yourself you are treated like a drug seeking problem starter. I have no choice but to stay so I can continue with my next appointment in late MAY. I hope my review doesn’t hinder my chances of getting a call for cancellations appt. I pray often to be called for an opening but it doesn’t happen.