Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/09/2024
Type:Service or Repair IssuesStatus: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 prepaid for a dental procedure and they will not complete it. It has been a year since my first surgery and they have been unable to do the follow up surgery. I have asked for my money to be returned since the procedure was not done.Business Response
Date: 10/11/2024
This case is already being worked on in a different complaint. Thank you!Initial Complaint
Date:06/05/2024
Type:Billing IssuesStatus: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 had two routine dental services at Aspen Dental office in 2022 and 2023. My account # *******. During the visit, the ********************** hygienist offered Topical ************************ since it's fully covered by the insurance. I agreed with the service. I recently received bill from debt collector stating that I owe Aspen dental 88 dollars (2 x each fluoride treatments of 44). I believe these are mistaken charges, I've checked with insurance company, the claim that shows I do not owe any to the provider. I also contacted insurance company that they have said this claim has already settled with the provider. I think Aspen Dental needs to settle the charge or write off the charge as a capitation with the in-network insurance policy charge.Business Response
Date: 06/06/2024
Response attached.Customer Answer
Date: 06/11/2024
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.
Sincerely,
Haocong XueInitial Complaint
Date:04/11/2024
Type:Service or Repair IssuesStatus: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 had a routine dental service at Aspen Dental ******* ** office, during the visit, the hygenist was offering Topical ************************ since it's fully covered by the insurance. I agreed with the service, but a year after, there is a suprise mail from Aspen Dental that I still owe 27.2$ ( 44$ original charge with ajustment discount). I believe this is a mistaken charge, I've checked with insurance company, the claim that shows I do not owe any to the provider. I also contacted them that they have said this claim has already settled with the provider. I think Aspen Dental needs to either write off the charge as a capitation with the in-network insurance policy or the insurance company needs to pay for this charge.Business Response
Date: 04/12/2024
Response attached.Initial Complaint
Date:01/08/2024
Type:Billing IssuesStatus: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.
March 29, 2023 I was charged $722 for dental services. I paid with a charge card. My medical coverage paid Aspen Dental in full April 12, 2023. I have requested to be reimbursed on several occasions by phone and in person. The reply is that it will take up to 2 weeks for the claim to be processed. It has been 9 months.Business Response
Date: 01/08/2024
Response attached.Customer Answer
Date: 01/09/2024
BBB OF North *******,
The response from Aspen Dental was a simple acknowledgement of the complaint and to state that a local team member will be reaching out directly within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution. This has not happened yet.
*****************
Customer Answer
Date: 01/16/2024
Complaint: 21104350
I am rejecting this response because:The original response from Aspen Dental stated that I would be contacted by the local franchisee in 5 working days from 1-8-24. Today is the 6th working day and I have not been contacted.
Sent from ***************** (****************)
Sincerely,
*****************Business Response
Date: 01/16/2024
This complaint is under review.Customer Answer
Date: 01/19/2024
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. The refund that I requested has been credited to my credit card account. Thank you for your service.
Sincerely,
*****************Initial Complaint
Date:11/08/2023
Type:Billing IssuesStatus: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.
My husband used the business for dental problem. Was told his Dental Ins would not cover anything. He paid in full/ cash the day of service. When he brought bill home, I submitted the claim to dental ins. I received a EOB from my ****************** (Delta Dental) showing they sent a check with the check # to Aspen Dental. I called the insurance company to make sure this was done. They did send check to Aspen Dental. I have made multiple calls to the office for my refund. At first I was told they did not get. I then gave them the check number and told them my insurance verified check was issued to them. They stated they would get back with me. They have not. If you try to call the office, it is an answering machine that does not speak English, so you then just push a button to try and reach someone to which you never do. I left a message again on 10/07/23 to see about refunding my money. No one has called me back nor a check been issued. It has been over a month now.Business Response
Date: 11/08/2023
Hi ***** - Due to your common name, I am unable to locate your Aspen Dental account. There is not an account associated with the phone number you provided. Please send the following information in regards to your husband. If you have his account number, I can locate him this way. Otherwise, we can try using his name, date of birth, and a phone number associated with his account. Once we have this information, we can look into this for you. Thank you so much!Customer Answer
Date: 11/09/2023
PATIENTS NAME ****************************** DOB 02/21/62. AS COMMUNICATED MULTIPLE TIMES WITH OFFICE.Customer Answer
Date: 11/28/2023
I have still not received my refund check from this company.
Customer Answer
Date: 11/29/2023
This company has not refunded our money, nor contacted us for any further information. We would like our money refunded to us as we paid them. The case is not closed for me and my husband.Business Response
Date: 11/30/2023
Hello. I am still unable to locate your Aspen Dental account. Is your name ************** is that your husbands name? There is not an account associated with the phone number you provided. Please send the following information in regard to your husband. If you have his account number, I can locate him this way. Otherwise, we can try using his name, date of birth, and a phone number associated with his account. Once we have this information, we can look into this for you. Thank you so much!Customer Answer
Date: 12/05/2023
Complaint: 20843805
I am rejecting this response because: I still have not recieved the refund. The account was located when I called the office for the refund amount. The patients name is ****************************** 02/21/62. Phone # ************. Claim # on eob is *************, check # issued **********/ issue date 09/13/2023. Verified by insurance ASPEN DENTAL CASHED CHECK. Any more you need, please feel free to contact me. And ****** is my husbands name. The patient. The one you took the money from.
Sincerely,
*************************Business Response
Date: 12/05/2023
Thank you for sending more information but this case is already resolved. The office called this week to notify you regarding the refund of $334.00 to **** ending in **** on 11/13/2023. If there is anything additional you need, please call the office at **************, option 2 and they would be more than happy to help you.Customer Answer
Date: 12/05/2023
No one has called me. But I will call the bank later this afternoon and see if this has been done. Thank you!Initial Complaint
Date:01/20/2023
Type:Product IssuesStatus: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 Aspen in Oct 2022 for a bottom denture to be made. As of 1-11-23 I am still trying to get a denture that fits. I have been back at least six times and they still do not fit. My insurance will not pay and they are charging over $1800.00 to make a bottom.I have paid them $408.00. I am not paying anymore unless they remake it to fit.Business Response
Date: 01/23/2023
Dear Sir or Madam:
Thank you for the opportunity to respond to the complaint filed by *********************** on behalf of the *********** Aspen Dental branded practice, owned and operated by -AL Dental P C. We will be responding to the consumer directly on this communication.
The Aspen Dental network is committed to breaking down barriers to care. Each independently owned and operated location and care team has the autonomy to work with patients, so they receive quality care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, living into our commitment to say Yesto quality oral care.
I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.Business Response
Date: 02/14/2023
This case is still being reviewed. Please allow more time for a response.
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