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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have a denture made by Aspen Dental. In 2022 I had it repaired under warranty. The denture is still under warranty and need a rough place smoothed that has happened due to the repair made in 2022. The denture is under warranty for about another year. First I was told I had to schedule an exam. I don't need an exam for a denture repair. Then I was told they no longer accept my insurance. For an item under warranty it should not matter if my insurance is no longer accepted. The company's warranty should be sufficient. This company is not honoring their warranty or their word. I would like the denture repaired properly and without cost to me for the repair.

      Business Response

      Date: 03/12/2025

      Response attached.

      Customer Answer

      Date: 03/14/2025

      As said in their letter, Aspen Dental reached out.  The resolution was not satisfactory and confirms that they are not interested in customer service.  The conversation was left with we are done talking to each other. I will leave my review online.

      Linda Livingstone
      Former client

      Business Response

      Date: 03/17/2025

      The office called the patient to explain to her Aspen Dental policy. The patient was not satisfied with the outcome. Please close.

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Made an appt with Aspen Dental located @ 4356 N Oracle Rd 6 weeks ago. For a dental cleaning. 2 days before the receptionist that I made the appt with (in person) called and informed me that the appt didn't NOT included the dental cleaning. So she lied to me and was very rude. The charge would be $167.00 and no dental cleaning. She was rude, dismissive and hanged up on me. Tried to call back to find some clarification and I was disconnected again. Wasted 6 weeks, to receive no services at all. This business is rude, condescending and wasted my time. Aspen dental just neglected my medical care. I think that because I am a minority I have also been profiled

      Business Response

      Date: 09/20/2024

      Response attached.

      Business Response

      Date: 09/24/2024

      Response was uploaded 9/20/24.

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date of transaction-08/29/2023 in name of Violet Bethuy who is my mother with moderate senility. She paid $1143.15 on 06/29/2023 to start process and 416.35 on 08/29/2023 for a total of $1,559.50 . Every month we get a bill saying she paid $1,413.00 and still owes $1,744.00. I have called almost every month and asked them to bill her insurance which was not done at the beginning and despite saying it would be done every month, it still hasn't happened.

      Customer Answer

      Date: 08/14/2024

      ***** ******* **** ** ********** ******* **  *****

      Business Response

      Date: 08/21/2024

      Response attached!

    • Initial Complaint

      Date:12/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 dental services performed on 6/27/22 and 7/11/22 and was provided a quote for my out of pocket and insurance coverage. I had to pay $1400 up front and my insurance was billed. However, Aspen dental didn’t submit the bill until 6/14/2023. My insurance does not pay if bills are not submitted within 90 days. Aspen dental is now requesting payment for what insurance didn’t pay because of their faulty billing practices. They were provided my insurance card at service and were able to contact to get insurance coverage estimate. I have called them four times trying to resolve to have them waive the remainder of the bill. I keep being told the office manager and the regional corporate director will call me and I have not been contacted. Today I called again and was told the bill is correct and I have to pay it. I clarified my insurance stated had the bill been submitted on time, they would have paid $870 on first claim and $960 on second claim. Because they didn’t submit in 90 days, they are not going to pay it. I want the insurance part of the bill waived.

      Business Response

      Date: 12/07/2023

      Hello Anabelle. I am unable to locate an account with your name or phone number. Please send your aspen dental account number, or the phone number or email address associated with your account. Thank you!

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      If I could give this place a zero, I would. I have never, ever been abused by anyone in any medical profession before. After paying $1540 for a lower denture, I came into the office for the newly made denture and to have it fitted. My original dentist was not there and a person, who I never saw before (Dr.Lee) walked in, didn't introduce himself, then proceeded to inspect my mouth with which took less than ten seconds. Instead of setting my denture, which was a snap-in, he began his sentence with "here's the problem." He then told me that one of my already surgically planted posts was too high and that he could set a plan to have it removed and replaced. When asked how much this would cost, Dr. Lee did not tell me, only that my teeth were more important that money. I told him that I didn't want to do any more than have the denture fitted and that would be all. He got very angry, and basically told me he couldn't fit the denture that day because the (I assume the insert caps) weren't available and that my original dentist had a family emergency and did not know when she'd return. I was also told they'd be ready the next day. When I returned the first thing Dr. Lee demanded that I sign a waiver, which I initially agreed to until I realized I shouldn't have to since this was a brand-new denture. Dr Lee stated he would not continue work until I signed that waiver. This was the first time ANY dentist ever asked me to sign a waiver. When I asked him why no other dentist ever mentioned this issue with my posts, he said "because they're idiots." I told him I'd sign the waiver, to finish the work and that would not set foot in that office again and that I didn't appreciate being shaken down. Dr Lee, refused to give it to me, stating he'd rather give me a refund. What he was going to do if he kept denture fitted for me, if I took the refund is beyond comprehension. He threatened to throw the denture at me. Lee never finished the job - I had to grab the denture.

      Business Response

      Date: 12/01/2023

      Response attached.

    • Initial Complaint

      Date:10/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Made appt. To have a tooth looked at that a filling broke off. Website, tv ads, front of building, inside lobby wall all say first visit, xrays, exam free if you do not have insurance. Wanted tooth pulled which is what I told them when appt. made. Their website says tooth extraction is $125-150. Got to appt. 2 xrays of tooth (not mouth) were taken. Dentist came in stuck mirror tool in mouth, looked for 2 seconds and says yes we can put crown on it. Told him wanted it pulled! He walked out of room, front desk person (Becky?) came in and said a crown will be $2000.00 and to pull tooth is $1149.00! Said no! Got out to lobby and she says the charge is $153.00! For what? For the visit. I asked what happened to free first exam? She says thats only if you have full exam on teeth and a talk with the dental hygentist! What? Where does it say that in all of their advertisements? I paid. Not happy. Hope there is something you can do about this.

      Business Response

      Date: 10/12/2023

      Response attached.

    • Initial Complaint

      Date:10/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Insurance submitted upon date of service. Our share of the balance was paid upon service. Now the company is billing for additional funds. Refuse to pay them and have cancelled any future service from them.

      Business Response

      Date: 10/05/2023

      Response attached.

      Customer Answer

      Date: 10/16/2023

      I have heard back from the party of the complaint and they have removed the charge. You may close this complaint out.

       

      Ben Gastellum

      [email protected]

       

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      RE: Aspen Dental #3360 Doctor: Sinhui Lee DDS PLC Claim #: 202302236175087 DOS: February 10, 2023 Dear Better Business Bureau, I am writing to file a complaint against Aspen Dental regarding an unresolved dispute. I initially contacted Aspen Dental for services as a preferred provider for Humana. I sought care for a partial (bridge) and was provided with an estimate of services along with what my patient portion would be. However, the services provided fell below my expectations, causing me extreme disappointment and frustration. Despite paying in full ($1,246.00) for the partial under the Aspen Dental's Money Back Guarantee, the partial was poorly made and caused significant financial hardship. Additionally, I was denied a refund for the partial that I paid in full, and the partial stayed with Aspen Dental. To make matters worse, Humana sent an Explanation of Benefits (EOB) denying payment for antimicrobial services done during the periodontal cleaning that should have been dispensed at home but were provided in the clinic. Furthermore, panoramic X-rays were denied despite being advised that all services were covered by insurance. I have made multiple attempts to resolve this issue with Aspen Dental, including requesting reimbursement for the partial, the cost of the panoramic x-rays, and the denied services. I also requested a letter of apology for the inconvenience and unfair treatment. However, I have not received any resolution or response from Aspen Dental. I believe that Aspen Dental's practices are deceptive and misleading, and they have not acted in good faith in providing the services promised. I am requesting the intervention of the Better Business Bureau to resolve this matter and to ensure that Aspen Dental is held accountable for their actions. Thank you for your attention to this matter. Sincerely, Jose E. Cholo UPDATE - (Marie Bovee) We called a month ago to ASPEN Corporate office and they said they are reviewing the complaint and know for sure they owe us $948. thus far, but don't have any idea when they will be able to disperse the funds. The only problem with that is that my dad (80 years old) lives on limited income and needs to pay for his new partials and his new dentist is getting frustrated about not getting paid. I sent a letter outining the whole situation and left numerous messages to your office at the Tucson BBB, but I have not had a call back.

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 6/23/23, I visited Aspen Dental and had purchased their savings plan, which provides free exams and x-rays. After the visit, they said I’d need a standard cleaning and five fillings. They said it would cost $290 for the services, in total, without insurance (I do not have any dental insurance). I paid in full and was given an itemized receipt (attached) of the agreed upon services and what they would cost. This is the purpose of the initial exam and consultation. On 6/27/23, I received my standard cleaning and my appointment was set for 6/30/23 to receive the fillings. On 6/29/23, I received a call from an unidentified woman at the dental office saying that she had made a mistake and had put me into the system as an employee, rather than a subscriber to their savings plan, and I would owe much more if I moved forward with the fillings. To be clear, I do not and have never worked at this company. I am merely a customer. I immediately canceled the appointment for the fillings but they are being dodgy about returning the money I’ve already paid for the procedure I never received, and are not being clear about why they cannot do so. I did receive the cleaning, which I was advised was free during the consultation (which is reflected on the receipt), but even then, the receipt claims the “free” cleaning saved me $114, not $290. It seems incredibly suspicious that the cost of the cleaning after they realized their error is magically the amount I paid for five whole fillings, thus implying they do not owe me back what I paid for services never rendered. I have not been able to try to properly resolve this with the company as she said someone is “out of office” who apparently might hypothetically be able to help. If he returns, she says they could maybe offer “credits”. I do not want credits. I want my money back because I did not receive anything for which I was billed and paid. They have not contacted me back despite saying they would. I want my money back in full.

      Business Response

      Date: 07/25/2023

      response attached. 

      Business Response

      Date: 08/01/2023

      This case is still being reviewed.  Please allow more time.  Thank you!

      Customer Answer

      Date: 08/11/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 20278841, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      Jonathan Bailey

       

    • Initial Complaint

      Date:05/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      see Attached document

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