American Family Dentistry

After my initial visit and exam I was told that I would have to come back at a later date for my cleaning. I was presented with a plan of care for nearly 4 thousand dollars. I made the appointment for my cleaning. When I arrived for my cleaning I was told that I had to have the "deep cleaning" as proposed in the plan of service or that I would not be able to have my cleaning. My insurance does not fully cover this deep cleaning and I explained to [redacted] that I could not afford this at this time. She said that without it she would not perform the cleaning that I am entitled to. I left the office without having my teeth cleaned. I now will have to wait another six months in order to get another exam at a new dentist before I can get a cleaning. I am sure that they can give all kinds of reasons for their actions but it appears to me that that they are just trying to scam the patients into receiving services so that they can bill the insurance companies more. I have just recently gotten dental insurance and all I want is to be provided what is covered as part of my benefits. I as the patient should have the right to participate in my care and be able to refuse service that are extra to the basics without being intimidated. I wonder how many other clients have had this forced upon them?Desired SettlementI would like to receive the service requested and nothing more unless I request it.Business Response The type of cleaning patient was seeking was not the type of cleaning patient was given in the treatment. Patient should contact insurance and speak with a representative and ask would they choose not to cover 4910. Patient seems confused on the type of cleaning insurance covers to what type of cleaning patient truly needs. As dental professionals we will do what is in the best interest of the patient. The patient can choose to accept or deny treatment at anytime.Patient is welcomed to come to the practice and speak with the office manager and dentist regarding this matter.

Basically I was billed for services that I did not recieve. This company is very unprofessional and a total scam.I scheduled an appointment for 09/11/2015 at 10:30 a.m. for a cleaning/ exam and I wasn't even seen until 11:30 a.m. I was escorted to the back and was literally only back there for five minutes or less because the dentist stated that I need to get a full report from my previous dentist on all services that I recieved while going to them but I explained to the dentist that my previous dentist relocated out of town. I still was told to get information and just come back, so I left but never returned.Now almost a month later I'm billed for several serices I didn't recieve and my insurance paud on most so now I'm currently working with my insurancw company on geeting the payment returned. This dentist office is a total scam and I would not recommend anyone to go unless you don't mind being treated so cruel.Desired SettlementI would of course never return to the businesss but I am requesting my insurance company be reimbursed and a letter stating the fact. This is the worse experience I ever went through with a business and I am owed a apology.Business Response Contact Name and Title: [redacted]; AdministContact Phone: XXX-XXX-XXXXContact Email: [redacted]This patient account should have never been billed and was billed in error, there is also a note in the system that the account has been stopped and she will not be seen in any of our locations, whatever was received from her insurance will be refunded to her insurance company asap this is from the Practice Manager at that location who also spoke with Ms. [redacted] on that same day and gave her this same information. Thanks

I continue to receive bills for services my daughter received on 04/30/2015, to which my insurance says I am not responsible for.My daughter was seen for routine dental treatment on 04/30/2015 at the American Family Dentistry in Bartlett TN. I was Active Duty Navy at the time of the treatment occurred and covered under [redacted]. American Family Dentistry submitted a claim to my insurance company which was processed and paid on 05/06/2015. I have an Explanation of Benefits statement showing that I have a patient financial responsibility of $0.00. I have received bills from the office stating that I owe and additional $56.00. I have contacting the office several times to dispute the claim. I received a letter dated 29OCT2015 stating my account was going to be turned over to a collection agency in 10 days if I do not remit payment. According to my dental insurance company I do not owe American Family Dentistry any additional payments. In addition, my Husband and Son also received treatment at American Family Dentistry after my retirement. We changed dental insurance carriers to [redacted] under my husband and provided the dental office the new insurance information at the time of each appointment. We continue to receive bills stating that we owe for services that the insurance company has not paid. The insurance has not paid because they continue to submit the claims to the old insurance company ([redacted]) instead of the new insurance company ([redacted]). We have once again contacted their billing office and were given a hard time when we told them to re-run the claim with the correct insurance company. I am unsure to date whether they have submitted the claim to the correct insurance company. I am submitting this complaint for the record to have it documented that I have attempted to resolve this issue with American Family Dentistry for what they are calling "refusal to pay", although my insurance has paid the claim and states I do not have any further financial responsibility. I feel this company is billing patients the amount that the insurance company did not pay even though they are considered a "Participating Network Provider" and have a negotiated rate and contract to which they are not authorized to bill the patients for payment above the Network covered expenses. In addition I am making a formal compliant regarding the treat of having my account turned over for collection, because I am not paying for what I am not financially responsible to pay. Desired SettlementI want my account for Daughter [redacted] to reflect that the insurance has paid the claim and it to be marked as Paid in Full and closed. I also want proof that the claims for my husband [redacted] and my Son [redacted] have been sent to the correct dental insurance provider ([redacted]) and that there is no remaining balance on their accounts.Business Response Contact Name and Title: [redacted]; AdministContact Phone: [redacted]Contact Email: [redacted]We contacted the patient. The issue has been resolved and patient was not upset. When we explained what happened she said that she realized the claim was [redacted] not for [redacted]. We told the patient that the claim was submitted directly through [redacted] and that it would be paid within 48 hours. We actually have the EOB showing that it will pay $53 and that will zero out her account. So to sum this up the patient called the Revdex.com on a problem that didn't exist because she read her EOB wrong and thought it was for a different person.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I do accept the response from the business in that the outstanding balance will be cleared. However for the business to say that the problem DID NOT EXIST because it was on the wrong patient and I read the EOB wrong is a complete twisting of the situation to make them look as if there was no problem at all. The fact remains that even though the balance was not for treatment on [redacted], and in fact was for treatment on [redacted], the new insurance was never updated on the several occasions my husband provided it. The new insurance information was given at the time of the treatment, it was also given at the time of my son's treatment, and it was AGAIN given when we received a bill for an outstanding balance after American Family Dentistry continued to bill the wrong insurance company. It was not until we received a letter threatening to send us to collections and us contacting the Revdex.com that they finally went into the CORRECT insurance system to correct THIER mistake. It should not have taken numerous phone calls and a Revdex.com complaint correct a minor error such as this. I will still continue to monitor my credit reports to ensure that the account information not only reflects as paid with the local office, but also the corporate office who sent the notice threatening to send the account to collections; because it seems as if the account information does not update seamlessly. It is because of this hassle and unprofessional business practices of this company (American Family Dentistry and their corporate owners American Dental Partners), that we have decided to find a new dentist for our family. Final Business Response Its taken care of. This is another example of cash apps not posting payments in a timely manner and then we get the blame for not having accounts right in the system.This has been resolved by our Practice Manager [redacted]Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I contacted my dental insurance carrier to make sure the claim was paid and I obtained the payment date and payment reference number. I then provided that information to American Family Dentistry. After that, the clinic researched the insurance payment information I provided they indeed found the payment and finally corrected my account. I am not happy that I was threatened with my account going to collections, that I was accruing "late charges", and it took so much effort on my part to ensure my account was cleared.

Almost a month of communication! Still getting the run around and yet to receive a refund.I prepaid a little over $1500-$2000 for some dental work. Out of that money I have $525 left. I decided that I didn't want to get the remaining work done. I asked for a refund which I was told I could get but for some reason now I'm getting the run around. I've talked to every one. At the office I talked to [redacted] (manager), which was rude, I talked to [redacted](director of operations) and [redacted] at their corporate office. I'm not getting anywhere and it's becoming frustrating. I would just like my remaining money back so I can move on. During the time I paid this office was called [redacted] but he sold to American Family dentistry. I was told by [redacted] over a week ago that a check was going to be cut and mailed to me. That was told to me on the 18th. It is now the 29th, still no refund and no communication. Desired SettlementI would just like my refund. I'm tired of the run around. Please help.

Charged me on a service performed by referred dentistMy daughter was referred to pediatric dentist by AFD and services were performed by referred dentist on 4/10/2014. Later I got a charge $153 from American Family Dentistry for a service never was performed on America Family Dentistry. In the beginning I asked why they charged me they told me because I lost a x-ray film I brought to the referred dentist. After I called my insurance company they told me they have paid all the dentists and I should not have any charges. I then called back to the AFD, this time this told me the insurance company withdrew a payment which was paid 2 years ago to them. I called insurance company again they told me something like this it should be resolved between dentist and insurance company and the patient should not be involved. But AFD kept sending me bills and threatened to send me to collection agent. The dentist office was dragging the leg to resolve this issue and I had to keep calling them for the past two months. Last week the insurance company told me AFD already cashed the check they sent to them they were still not notifying me until I called them this morning (8/18/2014). They promised to call me but I never received a call from them. They just kept sending me threatening letter. I was very much frustrated by the way they were handling this issue. I felt they were not caring their patients and not willing to correct their mistakes. They should not bill me in the first place.Desired SettlementNot settlement requested

Incorrectly billed my insurance despite many contacts to discuss correct billing procedure. Threatened collection.Facility threatened collection if I did not pay what insurance was supposed to cover. They incorrectly billed (or did not submit) claims to my insurance company (wrong provider name on many occasions, not submitting to my secondary insurance) despite repeated calls to correct the situation. We overpaid by $582.20 and they have not returned any money to us despite my being told that we have over a $400 credit on our account.Desired SettlementAn immediate refund of the ENTIRE $582.20 which includes at least 2 co-pays that they did not bill our secondary insurance for. We are not responsible for these payments and this business should be able to get the money from our insurance companies with proper filing procedures.

American Family Dentistry insurance representative, [redacted] engages in deceptive business practice to "hook" customers to pay absurd charges.Problem Date: July 2, 2013 Referred to Dr. [redacted] by Dr. [redacted] on June 26,2013. After consulting with Dr. [redacted] and getting a treatment plan, I told Dr. [redacted] and [redacted] that I could only afford out of pocket expenses of $500.00. [redacted] informed me that she checked with my insurance and that after her calculations, I should not incur more than $500 out of pocket expenses. [redacted] told me that day, my cost would be $491.00. I charged that amount to a credit card believing that was all of my expenses. I returned home after 6p.m. saw one of my front tooth was chipped. I called the next day and my phone call was not returned. On July 3, 2013, I wrote a letter to Dr. [redacted] about my chipped front tooth during my visit on the previous day. NO RESPONSE. Several weeks later, I received a bill for the amount of $68.40. I called to find out what this was for and I was informed that was the amount left that my insurance did not pay. In August, I received a bill for $708.00. I amended my previous letter and sent it to Dr. [redacted] with questions about this absurd amount and my chipped tooth. I sent this letter certified to ensure that no one could say that it was not received. After 2 weeks and NO RESPONSE, I called to speak with Dr. [redacted] and was informed that [redacted], Manager of AFD, would be contacting me. In September, another statement arrived for the $708. I decided to call my dental carrier and see what was told to [redacted] I called and was told that what [redacted] told me was NOT true. This service would NOT be covered by my insurance. In October, another statement arrived in the amount of $718.00. I conducted an internet inquiry for [redacted]. I contacted her on October 21, 2013 to find how why she had not contacted me and how would this matter be resolved. She informed me that she knew NOTHING about this matter. I told her this disagreement had been going on for about 2 1/2 months and I was tired of it. She listened and told me she would be visiting the dental office in question the next day and would have Dr. [redacted] call me. NO CALL to date. Last week, another bill but in the amount of $354.00. Apparently Ms. [redacted] thinks I should pay this amount and go quietly away without understanding that like to make informed financial decisions. Dr. [redacted] insurance representative should have informed me of the true facts and not inaccuracies to "hook" me. After 30 years of dealing with medical insurance, this is the first medical office that has practiced this gross deception. Desired SettlementI desire a statement with a balance of $0. Business Response Pt has limitation amounts on his plan. It states one crown every 6 months and he had this particular crown completed on 3-11-10 with a prior dentist. Notes in system states patient was made aware of this. We did courtesy discount off ½ of the cost on October 21st and patient still owes a remaining balance of $354. Office offered payment arrangements at that time for the remainder of the balance.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) After reading the response from American Family Dentistry (Collierville), I was not surprised at the response given. In this profit before people society, accountability and responsibility are not valued principles anymore. I do not accept American Family Dentistry (Collierville) response because the response does not substantiate the fact that the insurance representative, [redacted] deceived me by not giving me complete and accurate information regarding my insurance coverage, copays, and fees at the time of service. AFD's response supports that I owe them $0.00 since the response states that I could receive a crown every 6 months, and this crown was completed on 03-11-2010. Surely 2010 is more than 6 months ago. The fact remains that if [redacted] would have given me accurate information, I would not have had this non-life threatening procedure done at this time or by this doctor. I exercised my right as a consumer, patient, patron, etc. to know the cost of BOTH crowns before proceeding. After [redacted] informed me that I would be out of pocket a total of $1,013.00 for both crowns, I decided to get 1 crown done at this time. My portion for crown # 11 was $461.00, for #20 ($403.50) and the cast and post for # 20 would be $149.50. I restated to her that at this time I needed to stay at $500.00 or less, and I paid my portion for crown # 11 and the recementing of crown # 20 ($30.00). I trusted what [redacted] stated to me just as I had in the past with other doctors' insurance representatives. The only difference this time appears to be a matter of ethics and integrity. I have NEVER been blind-sided by an absurd out of pocket expense of $708.00. As a veteran educator with [redacted] I make decisions based on information I share and receive. The Revdex.com encourages customers to be fully informed before making costly decisions. If [redacted] would have verified my insurance coverage instead of giving false information to "hook" me for the almighty dollar, this dispute would not be occurring. [redacted] dishonored ALL parties involved with her false information and should be held accountable for the chain of events she created. If Benitha verified my insurance benefits on July 2 as she claimed, why are we having a dispute NOW? I am still resolved in my quest for a statement with a balance of $0.00 instead of $354. Final Business Response American Family Dentistry has been a trusted provider of [redacted] in Tennessee for more than 25 years. We were established and operate on principles of providing outstanding care and integrity. There are occasions with business transactions when there are certain expectations. It is not our habit of misrepresent or deceive in any way. We certainly understand and appreciate [redacted]'s position. A credit has been placed on his account to adjust the balance. There is no longer a balance on the account. We would like to request that for the comfort of the patient that a request be made to the Collierville office to obtain records and x-rays that they can take to a new dentist. It is our sincere hope that this will satisfy [redacted].

I was charged $605.50 correct charges should have been $463.00 according to my insurance. I have been unable to get a refund for the difference.I went to this dentist for a root canal on 7/9/15, because they were in my [redacted] HMO network. After the doctor looked at my tooth, the office manager came in a quoted a price of $605.50 for the root canal. I questioned this price quote, and asked if I was given the in-network discount. The office manger assured my that this was the correct price, so I signed the agreement and proceeded with the first visit. That day I paid the 605.50 on a credit card. On 7/25/15 I received a statement from my insurance company that stated the correct in-network price should have been charged was 463.00. I contacted the dental office and was told I was due a refund of the difference and they would send a check. I had a second visit on 8/25/15, at which time the root canal was completed. I asked again about my refund, and was told it would be four to six weeks from the when the insurance paid. It has no been 7 weeks and I still have not received this refund. I paid the dental office promptly and I am making payments to the credit card company promptly, I need this dental office to handle their financial responsibility in the same prompt fashion.Desired SettlementI a requesting a refund of the difference in the amount of $142.50Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Patient refund was sent out on 09/04/2015. I spoke with Ms. [redacted] today and told her that it could take 2-3 weeks before she receives it because it is coming from our Corporate office.

Review: I VISITED THE ABOVEMENTIONED DENTISTY .SEEN BY DR [redacted], SHE CLAIM I NEED DEEP ROOT CLEANING WHICH REQUIED $600 AND I NEED TO PAY DEPOSIT OF $360. WHEN THE INSURANCE PAY THE COVERAGE THE MONEY WILL BE REFUNDED. SHE TOLD ME SHE WILL WAIVE THE CONSULTAION CHARGES.THE SCALLING WAS DONE IN 4 QUAD AND A WEEK APART.FIRST DENTAL HYGINIST DID THE TREATMENT WITH NO POLISHING TO COMPLETE THE TREATMENT. SECOND DENTAL HYGINIST DID THE SCALLING AND FINISHED OFF WITH POLISHING. THIRD TREATMENT I WAS BACK ON THE FIRST HYGINIST SHE DID NOT FINISH WITH POLISHING. THE FINAL TREATMENT WAS NOT FINISH WITH POLISHING I QUESTION HER , THEN SHE POLISH THE TEETH TO FINISH THE TREATMENT.2 WEEKS LATER I LEARN FROM MY INSURANCE THAT THE PAYMENT WAS DONE AND I YET TO RECEIVED MY REFUND.I CALL THE CLERK 3 WEEKS LATER(SHE WAS OUT SICK) SHE TOLD ME , SHE YET TO RECEIVED THE CLAIM FROM MY INSURANCE, EVEN THOUGH I TOLD HER I CALL MY INSURANCE, THEY TOLD MY COVERAGE PAYMENT WAS DONE 2 WEEKS AGO DURING HER SICK TIME. SHE HANG UP ON MY AND TOLD ME I CAN CALL THE INSURANCE TO SPEAK TO HER.I CALL UP DR [redacted] TO COMPLAIN ,SHE CLAIM SHE DID NOT KNOW MY TREATMENT AND NO POLISHING WAS DONE AND TELL ME TO REVISIT HER, AND AS FAR AS THE REFUND SHE CLAIM SHE DID NOT KNOW. I QUESTION HER , WILL SHE NOT SEE HER PATIENT AT THE END OF THE SESSION OF DEEP CLEANING , AND LET THEM LEAVE THE DENTISTRY?SHE TOLD ME ABOUT WAVIE THE CONSULTAION BUT SHE STILL BILLED INSURANCEDesired Settlement: SHE HAS TO HONOUR HER WORD FOR NOT CHARGING THE CONSULTATION.HAVE THE MONEY REFUND TO ME AND MAKE A POINT TO REVIEW HER PATIENT AT THE END OF THE TREATMENT , RATHER THAN HAVING THE DENTAL HYGINIST TO FINISH THE WORK, THAT IS NOT PROFESSIONAL.

Business

Response:

This patient, [redacted], was upset for reasons that were difficult for us to understand. She claims that we charged her for an initial examination and x-rays which we did not and she didn't pay for them, nor was she ever asked to pay for them. Her dental insurance was billed properly and they paid that claim so there was never any out of pocket expense to her. Her dispute amount is $42 and that was the fee for an examination, which as said before, has been paid by her insurance. After her treatment was completed, she was given a refund check in the amount of $200 for the credit that was on her account. She was refunded in a timely manner and as soon as her insurance has paid for all services.

Consumer

Response:

I am rejecting this response because:she explain she will waive the charges on exam ..it does not mean my insurance covered means a waive charges..anyway I will not ever use their service again