American Family Dentistry Germantown

On November 19, 2021, I experienced an oral surgery mishap where Dr. Wanda Moreta wrongfully extracted one of my teeth due to poor communication among clinicians. During this time, I had multiple teeth that needed to be pulled, and because of this, caused a mixed up. I wasn’t aware of the problem initially because I was in so much pain. Later that evening, I discovered that the wrong tooth had been extracted. Immediately, I contacted the Stage office about my concerns and was told to contact Morata’s office. I went to the Stage Rd location the following week for an exam. Dr. Edward Hochhauser was extremely rude and very arrogant about the situation. He talked to me like they did me a favor by extracting the wrong tooth. His dental assistant Tracey calmed things down and explained to me the entire process because I was very confused and disturbed by his actions and his lack of professionalism.

Long story short, they agreed to take care of the issue and I chose to see another dentist to get estimates. I sent the estimates via email to Judith per her request several times and of course, she ignored me most of the time. Richard Knote is a new manager at the Stage Rd office. On 09/27/2022, I spoke to him personally at the front desk about the matter and he said that he would look into the subject at hand. Richard took pictures using his cellphone of the text messages from the past conversation between Judith and me. He also forwarded the emails from my Outlook account to his Heartland account which verifies earlier discussions. That was a lie. He never reached out. Their communication and customer service are non-existent. Richard Knote and Judith Smithey very seldom answer the phone or email messages.

Moreover, other staff at Stage Rd were very humbling and a manager at the Germantown 38138 location was very helpful in providing me with information to move things ahead. I have been a client for many years and also recommended some of my coworkers to their business and this is how they are treating me. They do not care about anything other than collecting your payment at the American Family Dentistry. I will be looking to pursue the matter further because I am not satisfied with the way the dentist's office handled my situation. I will contact the dental licensing board in the State of Tennessee, BBB and the local news outlets concerning this issue. Dentists should be held accountable for their actions. I would not recommend this place to my worst enemy. As of today, I’m still waiting to be compensated for the wrong tooth extraction and suffering.
-SRG-11/10/2022

I went to this dental office for the first time today. The office is extremely clean and the staff were friendly. I needed a filling for a cavity between my front teeth. Pricing was on par for what I’d expect to pay without dental insurance. Dr. Moreta and her assistant, as well as the hygienist I was treated by were very professional. They thoroughly explained what needed to be done both today and further treatment I expected I needed in the near future. As someone who was traumatized as a childhood pediatric dentist, to say I was nervous going in was a HUGE understatement. That being said, this was probably the best dentist visit I’ve had in a long time as far as being comfortable goes. I never felt any pain during the filling process and it was relatively quick. The resin filling looks great in regards to matching my teeth as well. Wish I could give more than 5 stars! Looking forward to further treatment as well as not having my blood pressure skyrocket at the thought of sitting in a dental chair.

My experience is always pleasant. They are attentive and thoroughly explain what’s going on and open to answering any questions. I love how they’re informative pertaining to your insurance by explaining what’s covered or not; before getting out of the chair. Greatly recommended!

Due to office staff rudeness, if I could leave zero stars, I would, especially for Moniqea, office staff member, and whoever it was who hung up on me instead of addressing payment concerns (which could have been the same person, but I didnt see her when I was on the phone so I can't say for certain.)

I was excited to get Invisalign in December, 2022, at which time they did scans and set up a plan. I told the staff in December that I had ortho coverage, but they told me that I did not. I asked them to file anyway and I'd cover costs until it insurance paid. I was offered two ways to pay. One was half down with monthly payments and no interest. The other was Care Credit for what they told me was 24 month term and no interest. I ended up paying about $100 in interest fees before they sent Care Credit the money back at the end of January, saying that my insurance company was going to pay the bill.

I told the office staff that I did not agree to any repayment plan that included interest, but they told me that was not their problem.

Fast forward to first real Invisalign appointment day on Feb 27. I still had not received any trays due to the first available initial appointment being in late January, a rescheduled January visit due to my Covid-like illness, and their a canceled appointment due to icy weather.

One office staff person hung up on me the day of my appointment, when I presented concerns about having to pay interest that I didn't authorize and addressed their message for me to call my insurance company again. She hung up on me. When I called back to talk to the office manager, she told me that the office person told her that I had yelled at her.

I again presented my concerns, at which time the manager addressed them, apologized, and said she would credit my account for $100 in interest fees.

When I showed up the the appointment that afternoon, Moniquea never made eye contact, never said hello, and was generally unfriendly at best. After seeing the dentist, she refused to tell me her name (I found out from her coworkers), and wrote notes for her office manager saying that I refused to sign the credit card pad because she couldn't read my writing. The credit card pad is not digital, has no display, plus NO ONE EVER has told me that I didn't sign correctly! They can run credit cards without a signature, so why does my signature style matter?

She told everyone in the office not to tell me her name because I was a difficult patient. She never once smiled, didn't say hello or goodbye, and refused to explain the Installment Plan coupons.

I would certainly choose to spend my money somewhere else.

I had an appointment February 10 for a cleaning. It was made months prior at my last appointment. I'm on a more frequent cleaning schedule due to some gum issues, so its important I get my cleanings done . They called about two weeks before my appointment to let me know it had been cancelled and to call to reschedule. I called, and they informed me the next available appointment wasn't until the end of March. So they cancel my appointment (apparently so some mid-level manager could have a meeting with the staff that day), then stick everyone who had an appointment that day at the back of the line, as if they had never made an appointment?

I was a loyal patient here for years, but I've found a new dentist. If AFD reads these, you might want to find yourself a new district manager, or whoever canceled a whole day of appointments just to have a meeting.

Great team! We enjoy visiting the dentist’s office- and who says that! 😉 The team goes out of their way to help us get in and out and make the visit as comfortable as possible.

They’re so wonderful in an out and are willing and able to provide the Exact care im requesting due to pain instead of recommending a bunch of expensive procedures i don’t need at the moment. 10/10 would recommend! I, for the first time, can’t wait to go back and receive care ☺️✌🏽

Excellent service,,
Leslie is the absolute best hygienist I have ever had work on my teeth. As long as she is there, I will always be coming back.

Dr. Proctor did a tooth extraction on a cracked back tooth #13. The procedure was quick and painless. I’ve been his patient for over 50 years. His work is exceptional!

AFD is the friendly environment in Germantown all the people from the front desk to the Dentists are very knowledgeable and comforting. The best in the greater Memphis area. 5 star operation!