Complaints

This profile includes complaints for AM Dent Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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AM Dent Ltd. has 15 locations, listed below.

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  AM Dent Ltd.

  1301 Penn Ave Wyomissing, PA 19610-2140

• 

  AM Dent Ltd.

  2810 Dekalb Pike East Norriton, PA 19401-1823

• 

  AM Dent Ltd.

  1425 Penn Ave Wyomissing, PA 19610-2133

• 

  AM Dent Ltd.

  247 Schuylkill Rd Phoenixville, PA 19460-1879

• 

  AM Dent Ltd.

  221 Rohrerstown Rd Lancaster, PA 17603-2230

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:09/24/2023

  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.

  Earlier this year, I unfortunately had to have two teeth extracted. My actual dentist was unable as it required an oral surgeon for my procedure. I have heard the negative reviews about American Dental Solutions, however my extraction needed to be done. I specifically picked up dental insurance to help with the cost of this and upon my consultation at the Trappe, PA location, i was given an out of pocket price of $1.264 to which they stated “we will reimburse you if your insurance pays.” I felt like I had no other choice so I agreed and had the procedure done in July of this year. I was appalled to find out a few weeks later they never submitted my claim to my insurances. I called and called with no response. Finally , two weeks after calling repeatedly to the call center and hearing “they must be on the other line, you can leave a voicemail if they don’t answer” I receive a text message from ADS stating “we resubmitted your claim”. Fast forward to September I finally receive my EOB from my insurance stating I only owed the provider “435.60”. Im a single mother of two and to hear that I just paid over $800 more than i should’ve was frustrating. on top of all that, they only submitted my claim for $1,184. Immediately I called ADS with no response for a couple of days. When I finally did receive a call back from ***** she said it takes a couple of months to receive a check. I work in a dental office and know this is not true. I also asked her about why they charged me $1,264 but only submitted my claim for $1,184 and she said to me “dr. *** gave you meds and we never bill that to insurance because it’s usually not covered.” they had no right to do that as i never ever agreed to that or asked for that. All i want is my money back that i am owed and for situations like this they should be charged interest. this place is disgusting and i would never recommend.

  Business Response

  Date: 10/30/2023

  This is the first correspondence i received to my email regarding this complaint, am I still able to respond? I have spoken to this patient several times over the past month to work towards resolution. Please advise if i can still resply

  Thank you

  ****

  Business Response

  Date: 10/30/2023

  We do apologize for any delay on this site, there were some communication failure by us with getting the original complaint however since September 24, 2023 we have been in contact with our patient and we are resolving all the issues as quickly as possible. Some of the delay in refunding is due to the patient having dual insurance and the proper protocol that needs to be followed, followed by the primary insurance not processing our entire claim and we had to resubmit. Our senior billing specialist is checking on the status daily and our patient has been informed and refunded all funds to date. Thank you. AmDent Management Team

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I am not satisfied with the results provided by ADS. They say the delay is caused by having two insurances however they were the ones sending incorrect, missing or false information. ADS continues to submit claims wrong or not at all and that should be addressed. I spoke to **** in management one time and she was supposed to be following up but I have yet to hear from her still. They’re making this process a lot longer than it has to be simply for the fact they wanted to pocket my money. I want my FULL $880 back not just the petty $43.60 check they sent to me. 
  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 12/05/2023

  12/4/2023Complaint: ********
  

  The account for the patient is
  not being reflected correctly in the rejected response. The allegations the
  patient is accusing American Dental is not true. The patient continues to submit
  complaints because we cannot have the results fast enough to her liking. The
  patient has 2 insurances. She only wanted us to submit to her secondary
  insurance because her primary insurance wasn’t going to pay anything. If the
  patient has primary and secondary insurance we must follow the claim submission
  guidelines and submit to both insurances. If we do not follow these guidelines,
  the secondary will deny the claim stating that it must go through the primary
  first, therefore causing delays. Typically claim submission processing can take
  about 4-6 weeks. For services rendered 7/26/23 we did not receive a denial from
  the primary insurance until 9/7/23. On the day the denial was received, we
  print the primary explanation of benefits and submitted by mail to the patients
  secondary with supporting information. That included the primary explanation of
  benefits and x-rays. Again this information was sent to the patients secondary
  Guardian the same day we received the primary denial 9/7/23. The secondary processed
  and paid us 10/7/23. At that time the secondary insurance only processed 3 out
  of 4 units of anesthesia. We contacted the insurance 10/16/23 to ask why they
  didn’t process all 4 units which was reflected on the claim. We were told by
  the representative the claims processing system was auto adjudicated and missed
  the 1 unit. The representative sent the claim back up to be reprocessed. We
  were told at that time it could take up to 30 days to reprocess. On 11/13/23,
  we checked claim status online and saw that the claim was now being denied as a
  duplicate. We called the insurance and spoke with ****** to ask why it was
  denied as duplicate of which she didn’t have an answer but contacted the claim
  processing department and pointed out that the 4 unit needs to be processed.
  Once again, the claim was sent back to be reprocessed. On 11/20/23, we went
  online and checked claim status and saw that the claim was finally processed
  for the additional unit and we still are waiting for that payment to be sent to
  us in the amount of $48.40. Although we don’t typically process any patient
  refunds until the account is finalized, we made an exception and sent the
  patient refund request of $530.20 to our corporate location to be processed and
  mailed to the patient. Our refund process is typically 4-6 weeks.
  The patient also states the
  amount of her refund should be $880.00 This is incorrect. Per the patient’s
  CORRECTED/FINALIZED explanation of benefits from her insurance company, the
  total patient responsibility for services rendered on 6/7/23 and 7/26/23 is
  $690.20. The patient paid $1264.00. The difference is $573.80. We already
  issued a refund of $43.60 to the patient in October which is why the difference
  of $530.20 is at our corporate location waiting to be sent. Due to the claim
  not being processed correctly originally may be the reason the patient thinks
  more of a refund should be received. We encourage the patient to contact her
  insurance company to confirm our calculations. Please note, as of this date, we
  have yet to receive the additional payment from the secondary insurance.
  As of today, December 4, 2023 we again called the insurance to
  verify that the total patient refund is indeed $573.80, we also verified all of
  their calls are recorded so our patient can call and verify this as well.
  Although the process for the
  patient’s insurance claims has taken longer than usual, it is not the fault of
  American Dental Solutions. We worked diligently to have the insurance claims
  processed correctly.  The patients secondary did not process the
  additional unit of anesthesia multiple times. This causes delays of which is
  out of our control. We are not sure of the allegations of sending incorrect,
  missing or false information stated by the patient as that is untrue. The
  additional information sent is standard with all extraction claims and that was
  sent as normal. Thank you, we hope this clears up any issues going forward.

  Customer Answer

  Date: 12/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The information ADS is stating is completely incorrect. I also contacted my insurance to which they agreed i was owed a refund of $735. I’m tired of going back and forth w this damn company. i just want my money BACK 

  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/31/2023

  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 originally cancelled Platinum Plus Dental Plan coverage through an email October of 2020 because I did not like the service and had attained other Dental Insurance and would not be using their Dentists. At the time I did not see the minuscule "cancel" button on the My Profile Page but thought that coverage was cancelled anyway and went about my business. On checking my *** Credit Card Statement in December 2022, I found a charge for $99 dated 12/03/2022. I tried calling their ************ number several times but there was no answer. I then went into my account on 12/23/2022, found and clicked on the "cancel" button. Then it stated that I had coverage until 12/23/2023. I wrote them through their email service, that I wanted a refund of the $99 because I had other Insurance and would not be using their plan. No response again. I sent several more emails requesting a refund and about two weeks ago had a "chat" conversation with someone, and the person assured me that I'd receive a refund, which I haven't seen to my account yet. I sent a follow-up email on 03/29/2023. Again, no response. It was my mistake for not noticing their charges to my *** Credit Card made on 12/03/2020 for $99 or on 12/03/2021 for $99. If I can get that $198 for a total of $297 fine, but all I'm really requesting is the $99 charged to my account on 12/03/2022.

  Business Response

  Date: 04/14/2023

  Complaint ID ********
  4/14/23 Upon receipt of this complaint we have investigated the course of events that have occurred regarding our patients account. We do regret that at the time of this patients auto renewal we were having technical issues with that particular site and his plan did not get cancelled. We also failed to follow up on his refund when he reached out to the office back in March 2023. On April 11, 2023 we attempted to immediately refund this patient his cancelled membership fee however, his card is no longer active so we are processing a refund check immediately to be sent to this patient.  Check number ***** was cut on April 12, 2023 and mailed from our office April 13, 2023. We did attempt to reach our patient to apologize for our oversight and for the wait for the refund, and we have internally addressed our errors. Thank you.

  Customer Answer

  Date: 04/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  Complaint #******** resolved with AM Dental Aug 22. My son had his top braces put on in Sep 22. Appt was made Oct for bottom braces, and the day before (10/12) they called insisting he see a dentist and get a cleaning. We have a dentist and insurance. So, if this was req. should have said so when the appt was made. Also, he just had a cleaning at our actual dentist in Mar 22. We confirmed it was just a cleaning. Come to find, American Dental took x-rays and gave him fluoride and a number of other "required" things. $283.00 at the end out of my son's savings account. For something that is 100% covered by our insurance at our actual dentist. Called the office, *** said that x-rays were required in order to get a cleaning. Also, couldn't admit that they forced the appt and said my son made it himself, which he did not. He paid out of pocket. The office manager refused to refund him unless someone paid, because "services were rendered", so once I saw the refund, I paid it. I asked for statement of work and a reason why he needed so much done. I got the bill ( with a very old and inaccurate address) but they still refuse to send me the Dr ***** as to why it was required to put on bottom braces. I have emailed 2x. Corporate said we could call if anything happened, because of the original complaint, however, I have left several messages starting 10/14 and 10/15 with ***** and the operations manager, no response.I need the Dr notes to send to ***** and our dentist, I believe none of the services provided were necessary and all fraudulent. Am Dental forced us to see their dentist, with the WRONG assumption they could get away with saying he had not been there in a long time. He has not been there ever. WE HAVE A DENTIST. I would like my $283.00 refunded and would like a refund for the braces $1,500. These shady practices keep happening and I need to take to another ortho provider. It has been only 2 months and I am tired of the games. I do not trust this company.

  Business Response

  Date: 11/07/2022

  Complaint ID ********

  Upon receipt of this complaint we have investigated the course of events that had occurred prior to her son having his lower braces put on.  As we explained to Mom, One of our clinical team realized her son had not had a cleaning recently and called to schedule the cleaning prior to the lower braces being put on, at this time it was our oversight that her son was not a patient of record for his general dentistry and that he has his own dentist out side of the American Dental Solutions group. Once this error was determined we refunded Mom's payment as well as all payments that we received from his Dental Insurance carrier for that date of service. We have apologized for our error and advised Mom of the actions we took to correct the error that occurred.  We also have asked Mom and her son, to please consider continuing orthodontic treatment with us as the oversight was not due to any orthodontic treatment or a reflection on the orthodontic side of our practice.  At this time Mom will think about her options and now has a direct line of contact with myself in the event that she decides not to continue treatment or any other issues arise. Mom is satisfied with the actions taken at this time.   Thank you.

  Tish J-Patient Support Specialist

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  American Dental Solutions Orthodontic Service:I entered into an orthodontic treatment plan for my son on 11/12/19. I was presented with the estimated cost for Est 24 months of service. $4,900.00. The paperwork I signed is attached. I understood that it was the visits and the braces, as well as retainers when he was finished treatment. I would get charged if they repaired them more than normal wear and tear.My son then enlisted in the Army, in August 2021. Part of his requirement for boot camp was to remove the braces. I went in to the Dr. with him and provided letter from the Army stating he needed them removed. He would be getting them back on, when he was finished. I specifically asked what the charge for taking them off, and then putting them back on was. I was told that they would not charge me, but he needed to get retainers to keep the progress they made. Then we could resume the treatment when he returned. I was also told this was not the first military person they served. Then, when his 24 month was up, we had to revisit and see if he needed additional treatment because he had time off. He is back and now I am being told all of the Dr. information was a lie or I am lying and it never happened. Dr. cannot quote price. I have to pay $1,500.00 to get them back on and finish- that is attached, no support.I asked about what the $4,900.00 included. I have been denied several times only told 13 visits. The refund policy is attached, and states 40% is withheld and then pay for the Dr. visits. The office refuses to tell me the costs, and I find that there was an admin fee of $392.18, which was not disclosed. The latest answer was they don't charge by the visit, which is directly against their documents.They are deceptive in their practices as I have still not been given any cost details. I waited from 6/28 until today for a response from Corporate. Which was no refund and no detail for cost.

  Business Response

  Date: 07/28/2022

  Good Morning,

  I just wanted to confirm I received this complaint and I will look into this case and respond accordingly as soon as possible.  Thank you.

  Tish

   

  Business Response

  Date: 08/17/2022

  We appreciate the time to investigate this situation and to offer an acceptable agreement with the parent of our patient.  We have already reached out to our patients Mother to assure her that we are more than happy to see her son back for all of his orthodontic treatment needed, at no additional charge. Her son is now back in town, after his boot camp, when he was required to have his braces removed prior to the completion of his orthodontic treatment. She is happy with this resolution and is scheduling him soon to restart his orthodontic treatment at our office.
  
  Keep Smiling!
  
  
  Tish J***
  
  American Dental Solutions | Patient Support Specialist

  Customer Answer

  Date: 08/23/2022

  
  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. They offered to provide my son with treatment including putting his braces back on, and no additional charge until his treatment is completed. More than I expected. 

  Thank you to all. 

  
  Regards,
  
  *************************