Complaints

This profile includes complaints for Afdent Dental Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Afdent Dental Services

  605 W. Douglas Rd. Mishawaka, IN 46545-1438

  
• 

  Afdent Dental Services

  4041 Parnell Avenue Fort Wayne, IN 46805

  

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.

• Initial Complaint

  Date:09/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am filing a complaint to formally request the refund of an overpayment on my account for a ********************** procedure conducted in August 2020. The procedure was overestimated by approximately $300, resulting in a credit balance that has remained on my account for the past four years.A few weeks ago, I received a letter from Afdent stating that if I did not respond, the credit balance would be sent to the state as unclaimed funds. Prior to receiving this letter, I had forgotten about the overpayment. I promptly contacted your office and was informed by a staff member that I needed to return a form either by mail or in person. I mailed the completed form over three weeks ago, yet I still have not received my refund.I find it concerning that after four years, this issue remains unresolved. I believe credit balances should be worked more efficiently, and refunds should be processed promptly, as these funds do not rightfully belong to Afdent. I overpaid one time prior to this. The credit sat for years as well.

  

  Business Response

  Date: 09/24/2024

  On 8/20/2020 Mr. ***** ***** was seen in our office for a limited evaluation associated with pain in his lower left area. We diagnosed treatment and presented an estimated out of pocket cost of $1,000.00. Mr. ***** had an in-network insurance which means that Afdent must adjust the cost of services to fee schedule associated with his insurance. These adjustments cannot be made until after insurance determines those adjustments.

  Afdent recognized the in-network insurance policy and that this would more than likely mean his estimated out of pocket would be less than proposed. Many patients will request a pre-determination of benefits to be done so their insurance provider can present them with a more accurate out-of-pocket cost, however this usually takes thirty (30) business days, and is still only an estimation. Under the circumstances surrounding Mr. ****** need for immediate treatment, that was not a viable option.
  

  Afdent collected a smaller dollar amount ($800.00) that we estimated to be closer to what his actual out of pocket cost would be. As we do with all our patients, theyre informed that insurance would send them an official explanation of benefits which will outline the financial details of the procedure. If patients have any questions regarding the benefits once they have been finalized, they can contact Afdent or their insurance provider.
  

  In the event an overpayment, the patient may elect to have the account credit refunded, transferred to a family member, or kept on the account for future ********************.
  While Afdent is in possession of the unclaimed property, we cannot make decisions on how its used and/or refunded without confirming with the owner. If the owner does not indicate how they want it handled, or forgets about the property (as stated by Mr. ******* Afdent resorts to the rules and regulations of unclaimed property law as written by the state of Indiana.

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because:
  I filled out their form to receive a refund for the overpayment.  To date, I have not received my refund check.  Please provide an update of when these funds will be released back to me or if anything additional is required.

   

  Thank you,

  *****

   

   

  

  Business Response

  Date: 09/25/2024

  The check #***** has been issued and sent in the mail as of 9/24/2024.
  
  These checks are usually issued within 30 days of receipt of the signed notice of claimed property. We can always expedite them for any patient who contacts our office requesting this but the only contact that was received aside from the completed form was this complaint. 

  Customer Answer

  Date: 09/25/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  I called in to request the refund after I received a letter from the office. I was told I had to fill out the form or drop it off in the office.  I live 25 minutes away.  I filled out and mailed right away.  I have been watching the mail and have not received.  Thats what caused me to question, if Id ever receive the money back.

  Please note that a healthcare provider by law should be returning overpayments within 30 days of finding.  It should not take four years.  Thank you for helping to resolve this matter.

  Best Regards,

  *****

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to get a tooth pulled I was in extreme pain. I have good insurance. I get there and they corner me with high pressure salsa tatics and tell me that I have to pay a deductible witch I told them Ive already paid to my insurance the deductible has been met I showed them proof they didnt care they still charged me the deductible and also over charged me because my insurance covers everything that was done. They also billed my insurance for things they did not do

  

  Business Response

  Date: 02/02/2024

  Dear ****************, 
  
  I'm glad that we were able to provide you the care needed so that you were more comfortable. If once we receive payment from the insurance company there is an overpayment due to any payment you made within the office, we will absolutely refund those funds to you assuming no other balance is due. If you feel that there is a discrepancy between the procedures that were completed and the charges that were made to either yourself or your insurance carrier, please contact as soon as possible so that we can correct that if needed. 

  Customer Answer

  Date: 02/03/2024

   I am rejecting this response because:
  
  You charged me a deductible when Ive already met it ! You guys charged my insurance for things that I havent gotten and was for future possible treatment that I havent decided on. You charged my insurance fraudulent I believe . I want a full refund of my deductible and I want you not to charge my insurance for things that hasnt been done ! 

  

  Business Response

  Date: 02/07/2024

  Dear ****************, 

   

  We always encourage for you to give us a call to question any thing regarding the account, insurance, or payments so that we can better answer your questions in a faster time frame for you and because we don't like to place treatment specific items in comments such as this. In the hopes to bring clarity to any of the charges that were accumulated to your account please see the following explanation. The claim total that was charged to your account is different than the attachment that you presented. The attachment that you submitted with this complaint is the pre-determination for future treatment that you had discussed with the doctor-not anything that was actually billed to the insurance company for payment. The total of the claim that was sent to your insurance company was $480. This total is comprised of an emergency exam, xray, nitrous oxide, and extraction of tooth #**. We have already received a statement from your insurance company dictating that of the $480 that was billed to them, they will be paying $251, which leaves a balance to be paid by the patient of $149. I have also included a pdf copy of this claim and EOB for you to see. You have already satisfied $50 of the $149 balance that is owed. 

   

  If you would like to call in and speak with someone in management we can go over specifics with your account, any claims, and answer any questions that you may have so that we can get you a quicker answer. 

   

  Thank you, 

  H34**373835**3335**37H H3338353034**36363939H

  Customer Answer

  Date: 02/07/2024

   I am rejecting this response because:
  
  I have called multiple times and no help I get the same run around every time. The only reason you guys are are giving any attention now is because Ive filed a complaint but still no resolution. Your answer to the complaint still gives me no resolution or help 

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to Afdent ********************************* ********* ** Building ONE to get a replacement partial. (I do have a great dentist (********************* in ******* **) She and her lab do not make the partial I need. They do not do impressions. The new style will not fit for me. I went to Afdent, I was never given anyone's name? The first young woman demanded my driver license and scanned it??? I had told her I would pay with cash which ever they preferred. (Why would they need a copy of my driver license?) Then the second young woman said they WOULD NOT MAKE A PARTIAL FOR ME. MY DENTAL WORK IS TOO OLD. They tired to intimidate me into having expensive dental work. ************* and I have decided I will continue with my present dental work until it fails. and then replace it. It is old, but it is fine. Stable and comfortable. No problems. They declared they could make a TEMPORARY PARTIAL for *******. Since my dental work was not going to last. They refused to make me a replacement partial., because I would not let them do an expensive replacement of my bridge work . (IT IS STABLE AND WORKS FINE) i WILL FIND ANOTHER DENTIST TO GET A REPLACEMENT PARTIAL. THEY NOW HAVE A COPY OF MY DRIVER LICENSE. i WANT OTHER PEOPLE TO KNOW THEY DO NOT HAVE TO SUBMIT TO EXPENSIVE DENTAL WORK IN ORDER TO GET SERVICE AND THEY DO NOT NEED TO COPY OUR DRIVER LICENSE.

  

  Business Response

  Date: 10/03/2023

  Hello, 

  Thank you for your feedback. Our stance for dental care is that we hold information and education at a very high regard in our office. While you came in for a single service, it could very easily impact other areas of your mouth that *** not be part of your partial. We would rather give you the information necessary to make sure you are happy with a service that we provide and make an educated decision than provide a service that could ultimately not be as long term of a solution as you would hope or cause you to be displeased.
  
  The reason behind needing your ID for any work that we do is that we provide services such as sending claims on your behalf to your insurance company as well as having multiple financing options. In an effort to make sure that the person that we're financing matches who you say that you are we ask for photo identification whenever we provide either of those services. Basically we do this to protect your identity against people who could fraudulently attempt to use your identity to provide our services. 
  While providing your identification is not required it is definitely encouraged, again, with the idea in mind that we are protecting our patient's ability to have services rendered. We have removed your photo identification from your chart per your request.