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Consumer Complaints

BBB Accredited Business since 06/22/1998

Afdent Dental Services

Phone: (574) 277-2220Fax: (574) 277-8108

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
08/23/2013Problems with Product / Service
04/08/2014Billing / Collection Issues | Read Complaint Details
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Complaint
The dental services provided by Afdent caused an infection which required me to visit the emergency room. Excessive fees were included on bill.
I had my wisdom teeth removed by Afdent. The dental work performed was poor quality and resulted in a trip to the emergency room because of infection. I tried repeatedly to settle with Afdent on this matter, but each time they sent a bill, additional charges were included. The agreed upoon amount for services was ******** but the bill asked for ******** ****** of interest and another ******* related to fees. I would like to pay the original agreed upon amount, but I have made no progress dealing with the Afdent billing company. Any advice or help in resolving this matter would be greatly appreciated.

Desired Settlement
I would like to pay the agreed upon amount of $****** and have the remaining bogus fees / interest dropped from the bill.

Business Response
Contact Name and Title: ***** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@afdent.com
Every patient's satisfaction is of the utmost importance at Afdent and we feel that good and timely communications is of the utmost importance when there is dissatisfaction or a complaint of any kind. Unfortunately our many attempts to contact this patient were not successful due to disconnected numbers and mailed correspondence without a patient reply of any kind.

There is no record at Afdent of any dissatisfaction with the treatment or calls to our office regarding pain or problems of any kind. The ER report we obtained from the hospital states that the patient had Post-operative pain with no sign of infection. After that ER visit the patient made no attempt to return to Afdent or contact Afdent in regards to a problem of any kind.

Afdent set up an in-house payment plan for this patient with only $** down rather than the usual $***. After an uneventful procedure, the patient made no further payments and no attempt to contact our office. Our attempts to contact the patient were met by recordings of disconnected numbers. The insurance was estimated at ***** but they paid only **** leaving an additional $288 for the patient to pay which could have been added to the existing payment plan had the patient made an effort to contact our office. Our treatment plan clearly states that the expected insurance payment is only an estimate and that the patient will be responsible for any amount not paid by insurance.

After 3 months of no payments except for the initial *** down and no attempts at communicating by the patient in regards to the account balance or a problem with the treatment, the account was sent to collection. Once in collection, I have been told that there was also no attempt by the patient to communicate with the collection agency before suit was filed and letters they sent received no response from the patient. It was only after suit was filed that the patient contacted the collection agency.

Once in collection and especially once suit is filed, Afdent has no control over legal fees and interest. Any interest charged at Afdent was part of the patient's payment plan arrangement.

We are truly sorry that a lack of communication has caused the situation to get to this point.

However, strictly as a gesture of good faith and to help this patient we are willing to credit to the collection agency the **** that the patient's insurance did not pay. Once the balance at the collection agency is down to **** we will issue them a check to clear the patient's account.



OFFER:
However, strictly as a gesture of good faith and to help this patient we are willing to credit to the collection agency the **** that the patient's insurance did not pay. Once the balance at the collection agency is down to **** we will issue them a check to clear the patient's account.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This statement is not true:
"There is no record at Afdent of any dissatisfaction with the treatment or calls to our office regarding pain or problems of any kind. The ER report we obtained from the hospital states that the patient had Post-operative pain with no sign of infection."

Response:
Calls were made to Afdent related to post-treatment pain and infection. I was treated at the ER for additional pain and an anti-biotic was perscribed for the infection (I can provide proof of perscription if needed).

This statement is not true:
"After an uneventful procedure, the patient made no further payments and no attempt to contact our office. Our attempts to contact the patient were met by recordings of disconnected numbers. The insurance was estimated at ***** but they paid only **** leaving an additional **** for the patient to pay which could have been added to the existing payment plan had the patient made an effort to contact our office."

Response: After the procedure (which caused an infection that required an ER visit) I called multiple times to discuss why there were the differences in the bill. The billing department could not explain the differences, so I asked for an explanation prior to payment. Additionally, I have had the same home phone number for the last three years without interuption.

I still have not received a detailed break-out of the charges related to the procedure that is consistent with the agreed upon price / procedures. Please provide a bill that details total cost of the procedure, portion that was paid by my insurance company, and the remaining unpaid portion. Collection fees should not be included, given that the delay in payment is due to Afdent's inability to provide an accurate bill.

Sincerely,
****** ******


Business Response
In light of this patient's recent comments we have done another review of all the pertinent information. We have again confirmed that the emergency room report stated that there was no infection just normal symptoms after that particular procedure. However, the Doctor may have prescribed an antibiotic regardless. The notes at our office show no attempt by the patient to call us about the account, or come in because of a concern after the treatment even though we made several attempts to contact her. The collection agency and their legal office also reported no contact with the patient after attempts were made. We go above and beyond with many patients in regards to payment of their account as we are aware that hardship situations arise. We feel that we have made a very reasonable attempt to satisfy this patient.

Industry Comparison| Chart

Dentists, Dental Service Plans, Teeth Whitening Services, Sleep Disorders - Sleep Apnea, Dentist - Dental Surgery, Dentist - Dental Implants, Dentistry - Children, Dentistry - Cosmetic

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