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Business Profile

Dentist

American Family Dentistry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for American Family Dentistry's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/14/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a letter from American Family Dentistry at ************ ** about a bill I owe. After I gotten my teeth clean. Letter was issued on 12/20/2024. I have spoken to several clerks representative on this matter. I gotten my teeth clean back in 2023. I have full coverage insurance and never had this issue before. I explained to the representative that they needed file a insurance claim to both of my dental insurance. All my basic teeth cleaning services is free due to my primary insurance policy. I call back in 2023 and I was told they will file the claim. Somehow I continue to get a bill. I call several times through out 2023 and 2024. I was told they are working on it. After receiving the latest letter someone in their billing department have not done their job correctly. Please investigate this company. I believe fraudulent behavior have occurred with my account. Lastly, I have never have any issues with other *************** besides Americans Family Dentistry. B

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told insurance would cover part of a service I received by the company, and I was responsible for the remaining amount. I paid the amount I was required to pay and months later I receive a statement from the company stating I had a balance due. I attempted to reach out to the company multiple times concerning the matter, and receive no call back. During the last week of November before the holiday, I received a call stating that I owe a balance because my insurance rejected the service they told me would be covered by my insurance which is why I agreed to the services, and I told the representative I will have to reach out to the insurance company because I am unsure why they rejected the services when I was told by the company my insurance covered a percentage of the service. I received a call today 12/9 from a collections agency concerning the debt owed, not even having ample time to reach out to the insurance company because of the holiday. I feel I was coerced into receiving the services and only agreed to the serviced because I was told my insurance would cover a percentage.

    • Initial Complaint

      Date:08/26/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was seen for a initial dentist appointment on May 20th, 2024 for a general dental cleaning. I informed my hygienist that I was pregnant, and I was encouraged to have a deep dental cleaning at this appointment and provided a quote for the cleaning. Following the procedure the cost of the dental cleaning was almost double what I was originally quoted for. Once receiving the bill I attempted to contact to hygienist the end of June 2024 to discuss the procedure and the bill. I called and was told I would receive a call back but I never heard from them. My husband stopped in for another appointment and asked the front desk and they told him the same thing, that someone would call me to discuss in more detail, but it never happened. I had another appointment in September that I wanted to change to a general cleaning which I was told could only be done through the hygienist. I reached out to the hygienist by phone and email with no response and when attempting to coordinate with the office was told these changes could only be made through the hygienist. After several weeks I realized I was not going to hear back and ultimately paid for the bill hoping to at some point be able to change the appointment to just a general cleaning. I Received a voice mail from the hygienist in August 2024. I was later told that the type of procedure I was having done could not be changed to a general cleaning. That once I began Periodontal cleaning, they had to continue with these treatments. My frustrations are that I was not informed of this at my initial appointment. If I knew this was the course of action I would have declined. I did not consent to this treatment and take pride in how well I take care of my teeth. I am frustrated regarding the overall lack of communication and feel as I am being taken advantage of. The hygienist mistook cement for plaque which is why I am concerned I am being overcharged for deep cleaning that I do not actually need but am required to complete.

    • Initial Complaint

      Date:07/26/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made a dental appointment on 4/5/2023 after already being accepted for my Humana Dental insurance, gave them the group number and Id information that they requested and they stated that my insurance was accepted by there Company for teeth cleaning and X-rays. After the dental appointment I was told that all I owed was a $25 payment for some type of Fluoride treatment that the insurance didn't pay for. I gladly paid my balance before I left the dentist office. I received a letter stating that I owed $367.00 a year later. I called and talked to ********* about the past due on 5/17/2024 and she stated that she would refile my insurance claim again to take care of it. Talked to ********* again on 5/24/24 and she stated that they didn't accept my insurance policy after sending it again.

    • Initial Complaint

      Date:05/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently went to American Family Dentistry, AFD to have some crown work done. They gave me a form saying the work would cost ******* and my portion would be *******. I paid that amount and came in about 2 weeks later to have my teeth prepared for the crowns, and they gave me a partial to wear for about 2 weeks. About a week before my appointment to come get my crowns I get a bill from AFD for over *******. I came in to get my crowns and upon finish I asked the desk about what this bill was for. She informed me that the bill they gave me was an estimate and the insurance didn't pay what they quoted me they would. Why wasn't I made aware of this before any work was done on my mouth at all so I could decide if I want to go into that kind of debt. I switched my insurance carrier the beginning of this year because they told me to do so. They checked before I paid anything if enough time had passed for insurance to cover me and it had, and being a elderly disabled vet I had saved for over a year to pay for this work. Now I am fighting anxiety attacks because I have been tricked into a debt that I couldn't prepare for. Even if your bill says estimate I think it is predatory practice to have me pay my money, and start the process on my mouth to the point that when I have the temporary in and have to get the permanent crowns to pop this bill on a patient. I can't afford this bill and now am dealing with anxiety because i can't get future dental services if needed because i have been assessed this bill. The dentist did great work, and the people there are very nice so it pains me to have to write this letter, but i have to cry out to someone about the undue position this has put me in. I pray they have some hardship funds to help with this situation I'm now in that if I was made aware of at the start I would have postponed this work until I had saved more money. Please have mercy on me

    • Initial Complaint

      Date:10/09/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      American Family Dentistry Collierville, TN billed me $250.76 with no explanation as to what service this charge is for or the date service was provided. I had informed AFD I was no longer using their services, all fees were paid to date, and I had moved to another dentist (not sure of the date). After several months of contact with AFD billing, there is still no resolution. And, speaking with our Cigna representative, we discovered an $82.80 overpayment billing error, plus AFD had not submitted a claim for $250.76. As it stands, I am being charged the $250.76 which is now 90 days in arrears.

    • Initial Complaint

      Date:07/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In April 2023, I received a bill for $121.00. I went to the office on 07/24/2023. I asked for a print out of the bill,and the insurance representative presented me with a bill stating that Delta Dental did not cover my dental expenses due to me not having coverage through them at the time of service. I informed the insurance representative that at the time of service on 11/06/2021, I was covered under Metlife Dental Insurance and that my Delta Dental Insurance did not take effect until 01/01/2022. The insurance representative stated, "Metlife isn't going to cover the claim because the service date occurred long ago". I informed her that I just received notification of this balance and issue in 2023 and I should not be liable for a claim that I had dental coverage for in 2021. The insurance representative became somewhat combative, stating that I provided them with Delta Dental insurance information at the time of service because they filed the claim the day of service. I told her that was impossible because I would not have had that insurance information because it did not exist on 11/06/2021 because I was covered under Metlife at thattime and Delta Dental did not take effect 01/01/2022. She stated she did not understand what I was saying and basically acted as if I was delusional and did not know what I was talking about. There were other patients and employees around which was quite embarrassing. I asked her for a print out of the date the claim was filed. Her response was, "What is that going to prove"? I informed her that it would verify her statements that I provided insurance information that I could not possibly have had if the claim was filed the date of service. She stated she could not locate the claim date due to it being "closed" in AFD system. She concluded by stating that she would have to do an audit and follow up with me at a later date. It is unbelievable that I did not receive notification of this claim issue until 2 years after the service.

      Business Response

      Date: 08/28/2023

      We determined it was best practice to write off the amount that was left for ******************** as it was our error that the claim was filed under the incorrect insurance. We wrote off the balance 07.25.23 and documented a conversation we had with ******************** that same day relaying to her that the balance had been written off and there was no longer a balance from 11.09.21.

      Customer Answer

      Date: 08/30/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

      Sincerely,

      *****************************
      *******, ** 38016

    • Initial Complaint

      Date:03/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I first visited the American Family Dentistry (AFD) H3**93336383330363639H Office on January 5, 2023, located at *****************************************************************, due to painful teeth on both sides of my mouth. The pain resonated from the upper left and lower right jaw. I was informed after a sloppy x-ray by a technician new to this location, and seemingly new to the profession that I would need to remove an existing filling which stretched across three teeth and pull a lower right tooth. Nothing was mentioned of the third tooth (#**). After the first visit, the dentist, ************************* had resolved the issue on the lower right jaw. This was followed by an impression taken of two teeth on the upper left for two crowns. I paid the cost given me which was $1,277. The follow up to have my crowns placed was 2/14/2023. I indicated some discomfort still. I was informed that it had to do with my gums and would heal. It did not, so the doctor prescribed meds and scheduled a follow up for 3/15/2023. By this time, I was experiencing similar pain as my initial visit and made the doctor aware of this. His response was that now I needed a root canal of the two teeth that he had placed crowns on. I expressed my concern over root canals and indicated that had he informed me initially, prior to my purchasing the crowns that I could have had one of the teeth pulled, since it was so far back. The other tooth I ask what else could be done and he simply said extraction. It was the assistant who suggested a partial or bridge. The assistant took another couple of xrays of the same tooth. The doctor never returned.. Then I received a bill for another $348. I called them about it and an administrator named *********************** called (3/28/2023). She listened, suggested that she arrange a consult with the same doc. I declined a meeting with the doctor since I had expressed my concerns to him the day of the last appt. I asked for an extraction of the third ************** at no cost. She said no. I'm still in pain.

    • Initial Complaint

      Date:12/30/2022

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern,I went to American Family Dentistry secondary to a toothache. Before I started any service there, they checked my insurance 2 times and said that it should cover $3000 in dental work and assured me that I will have no out of pocket costs. I even have a billing statement from American Family Dentistry that states that Cigna will cover $3000 in dental work. Cigna is now saying the coverage is only $1500. American Family Dentistry also charged me for all services before I have received them. I still have several appointments left and still have not received my dentures but have been charged for everything. The dentistry office is refusing to bill only for the treatments I have received. I am being billed for all anticipated services ahead of time. I still have not received complete service as well as my dentures but I am still being billed for anticipated service. I am not satisfied with the services. When I try to contact the American Family Dentistry, they are rude ( both me and my daughter who is a physician have tried to talk to the practice manager *****************************- very rude person) and they say that they will not help me resolve the issue and will not take ownership of their misinformation regarding the insurance coverage and will continue to charge me for services I have yet to receive. Sincerely,***********************

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