Complaints

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

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  Aspen Dental

  7012 Hawks Harbor Cir Bradenton, FL 34207-5860

• 

  Aspen Dental

  22911 Lyden Dr Estero, FL 33928-7045

• 

  Aspen Dental

  13023 US Highway 301 S Riverview, FL 33578-7439

• 

  Aspen Dental

  305 SW Pine Island Rd # 1 Cape Coral, FL 33991-2044

• 

  Aspen Dental

  1602 Cortez Rd W Bradenton, FL 34207-1440

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:04/30/2025

  Type:Customer Service 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.

  Was GIfTED from a patient that I had taken care of, a set of dentures due to a trauma that happened to my face and mouth a year ago. She took me to the Sarasota Aspen dental office, at that time I was told the few bottom teeth that remained after accident had to come out. Disappointed but understood, we moved along with extractions mid Feb the week of 2-14, emergency bone graft had to happen and I am grateful but was scared and told in the middle of the extractions. Healing was horrendous & hard but excited for my (4600$) set of dentures to get me back to life again! (I am 42 and have always been known for my big smile) took them over 3 weeks to even have my trial set , when those came in I was devastated due to the size (BIG) as I am a very petit woman. Initial bite was not correct but tech was to worried about her next patient to really take heed. I was never happy with any of the process but ** stated no adjustments could be made until I approved and got the permanent pair. This was mid March (this whole time Ive had absolutely nothing for teeth to be able to eat, smile or even WORK) training sessions and or vacations management switching in the midst of my horrible situation have taken over and Ive called every day or every other for weeks only to be told Ive only been manager here for 3 weeks so sorry not sure what I can and cannot do) I was sent to ****** office where they want to charge me to start over with xrays . I tried today AGAIN 3x to get in to see them and I was told to speak to higher management. This is unacceptable Im devastated and life has stopped for me! All I want is a correct set of dentures that I was GIFTED from a patient so I can move on with my life! Told them a refund didnt have to happen but that I just need a set of teeth and asap! I have already lost bone from their negligence and I will be sure to pass this along in hopes ***** has to go through this!!! Heartbroken is not even close to how I feel about Aspen! Thanks for ruining

  Business Response

  Date: 04/30/2025

  Please find attached response.  Thank you. 

  Business Response

  Date: 04/30/2025

  This complaint is under review.

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  Dear Aspen Dental Team,I am writing to express my dissatisfaction with the lack of response I experienced when attempting to contact your **********, ** location at ******************************************* (********************) regarding my upcoming appointment.On Monday, April 28, 2025, I called the office multiple times to reschedule my Thursday, May 1, 2025, 8:00 AM appointment. My initial call was answered by a staff member who placed me on hold, only for the call to be directed to voicemail. I subsequently called again at noon and at 4:30 PM; on both occasions, I was sent directly to voicemail. Each time, I left a detailed voicemail requesting a callback, yet I received no response.Frustrated by this, I contacted your corporate office at the 844 number. Although the representative I spoke to attempted to call the local office on my behalf, there was no answer. The representative then offered to leave a voicemail, but I informed them that I had already left three messages. While the representative assured me that a ticket would be created to escalate the matter, I remain doubtful that this will result in a callback.This lack of communication is unacceptable, especially when attempting to make a time-sensitive change to my appointment. I want to ensure that my appointment on Thursday, May 1, 2025, at 8:00 AM is rescheduled, and I must emphasize that I do not wish to incur any charges related to this appointment.I would appreciate it if this matter could be addressed promptly, and I look forward to receiving confirmation of my appointment reschedule.

  Business Response

  Date: 04/30/2025

  Please find attached response.  Thank you. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23259994
  
  I am rejecting this response because: Aspen Dental has not contacted me at all. I dont trust that they will. I still have an appointment date on May sixth that needs to be changed to another date. I will get charged if they dont change it because I cant show up. that is unfair and according  to this response Aspen Dental  do not care. Theyre trying to say they want to reach out when theyre not  to get BBB off their back.Aspen Dental will not  follow through.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/02/2025

  The office spoke with the patient on 4/29, apologized for her experience and scheduled her for future work. Please close.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23259994
  
  I am rejecting this response because: They did change my date, but they had to call back because I need to change that date and thats when I had a problem contacting them. You can close this now because I have changed the date once again. They got in touch with me today on May 2, 2025..
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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.

  I visited Aspen Dental in *******, ** on 4/22/25 for a toothache and was hoping to get it treated, as their website stated that they could help. I made it very clear at every interaction that I was there to get help with a toothache, which was not validated once during that visit. After going through a comprehensive examination and consultation, I was told that a "game plan" was needed. I stated I just wanted to deal with the sore tooth for now. From there, both the dentist and hygenist made it sound like my mouth was a catastrophe and used my current state of pain and anxiety to push me into an entire package of services, when all I needed in that moment was help with a tooth. Some of the services, including the invasive deep cleaning seemed unnecessary in that moment. Again, I expressed that I just wanted to get the tooth treated. Then I was told I had to decide if I wanted it pulled or a root canal. The catch was that I could not get either done until I had committed to the entire plan and they would not be treating the tooth that was giving me trouble until I had the deep cleaning. I tried to ask questions while speaking with the dentist and I felt that they were brushed off and not fully answered. When I asked as to why this being done and I was coldly told "we are just trying to help you". More focus was on future treatments than my sore tooth. I was then sent to the office manager who demanded to know what I was going to do. She gave me pricing for two plans and financing options, which did not place priority on my sore tooth. This visit felt predatory. I was pressured to go into debt for an entire plan that would not even address my main concern first. By that time I was too upset, sore and confused to make a good, informed decision. They preyed upon the pain I was in and used confusion and scare tactics to try to get me to sign up for a package of services and a whole lot of debt. The office manager was very cold. I had enough and left. I will not be back

  Business Response

  Date: 04/29/2025

  Please find attached response.  Thank you

• Initial Complaint

  Date:04/23/2025

  Type:Order 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 went to Aspen Dental in *********, ** on March 17, 2025. I was told that I needed almost $12,000 in dental work done, with insurance adjustments it was brought down to $5,988.00 which I used Care Credit to pay for the services. I was told I needed four wisdom teeth extracted, two root canals, and two crowns. I have received all but my crowns done. I had a crown prep and cleaning appointment on April 18, 2025 but was called on April 14, 2025 that they were no longer in contract with my insurance on April 1st, 2025. No call nor warning before then because I wouldve made other arrangements at a different office to have my procedures done. I asked the office manager what I should do and she said I could pay out of pocket knowing I didnt have the $3,000 to complete both teeth. My appointments were cancelled and I was told to visit another dentist to complete my work. I have now received a bill from my insurance company for my root canal, and others on the way, because of this severe miscommunication and I now have to dispute it. I have also disputed the charges on my care credit for the services that were not rendered. I have reached out to Aspen patient support with no reply and now I am on the hook because of a severe miscommunication and unprofessionalism in regards to Aspen as a corporate entity. I want to preface that my providers and the assistants were nothing short of professional and wonderful during my care. I also found Aspen Dental on the provider registry that my insurance provided so this is not a case of me calling a random office and making an appointment. I also called my insurance company the day of the call and was told that Aspen corporate did not tell all of their offices of this change when it happened.

  Business Response

  Date: 04/24/2025

  Please find attached response.  Thank you

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23239873
  
  I am rejecting this response because I have yet to be contacted by the office and my care credit balance has yet to reflect a refund for the services I have not received.
  
  Sincerely,
  
  ***** *****-*****

  Business Response

  Date: 04/28/2025

  This complaint is under review.

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ***** *****-*****

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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.

  On January ******* I went into the ********, ********* to have my crown reattached. The doctor looked it over and informed me that he wouldn't be able to reattach my crown because my base was too small and it would continue to fall off. He advised to pull my tooth and have a single implant at a later date. He did not advise me of alternative treatment options. I was told that the extraction would be $180. I agreed to this. After the tooth was pulled, I was told I would need a bone graft, which was a quick procedure of shoving a bit of material into my open wound and sewing it up. I paid, signed and left. A month later, I received a bill for $645. I called right away and spoke to the office manager. She asked if I would just pay half. I said I shouldn't have to pay at all. She said she would look into it and call me back. She never did. I waited and got a follow up bill on Mar. 24th. I called again and spoke to the assistant manager. She assured me that she would look into it and they would take care of the balance and call me back. She never called. I called today and was told I have to pay it because I signed a financial responsibility acceptance. I am furious and feel tricked by them. I didn't even go in there to get a tooth pulled and I wish I had walked out instead of letting them pull the tooth and then trick me into having a bone graft, which was not covered. They should've preauthorized this. I wasn't advised of any alternative treatment options as stated in patient treatment and financial responsibility acceptance agreement. I want the bill removed from their system.

  Business Response

  Date: 04/18/2025

  Please find attached response.  Thank you

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23208868
  
  I am rejecting this response because:  they have promised to contact me twice in the past and I never did.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/23/2025

  This complaint is under review.  Thank you. 

• Initial Complaint

  Date:04/14/2025

  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.

  Aspen Dental, Sebring, ******* attempted to make a denture for me. After 5 attempts to manufacture the product, the team at this location failed. The denture was of poor quality and did not fit properly. I never used it. They billed my ******** account without my being satisfied with the denture. The financial clerk was argumentative and unwilling to provide what I expected due to the advertisements that were out there. They charged me for x-rays while the ads say full x-rays without charge. The clerk refused to accept my ******** for a cleaning although I presented an approval from my administrator of benefits. I gave the useless denture back to the staff. They said too much time had passed. There was no obvious posting at the location of the return policy. I was under the impression there was a 5-year unlimited guarantee as the benefits only provides 1 good denture per the same period. I never received a good denture and they were aware of this fact. The poor quality resembled something from the stone age. It was of no value to me, the staff before during and after service were Ineffectual.

  Business Response

  Date: 04/16/2025

  Response attached.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23194375
  
  I am rejecting this response because: I have already reached out to R. DUSTIN DIXON DMD HOLDINGS LLC. in the past, that was about a year ago. Most recently I spoke to a staff member who was of no help at all. Prior to that I spoke to *****, claiming to be a regional supervisor for Aspen. They all in ******* should be embarrassed by the work product they did on my denture. 
  I would think the Aspen regulatory folks would let individual stores know, each job represents the entire company good or bad. I expect this cost for the denture be refunded to ******** due to the fact it is of poor quality, doesn't fit and it has never been worn at all.

  **** ******

  Business Response

  Date: 04/17/2025

  Please allow time for the office to review.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair 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.

  During my treatment I had an infection and injured gums caused by non fitting temporary dentures. I wasn't seen by a Dentis for two weeks while I was complaining of severe pain on my gums.I was misinformed about the coverage of the dentures and the impact of the dentures I was fitted with permanent dentures too early when the gums had not healed yet, as a result the permanent dentures became to big when the gums finally (two months later) healed I was terminated my treatment by the attending Dentist for no reason and given no alternative options for teatment

  Business Response

  Date: 04/15/2025

  Response attached.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair 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.

  I received services over a year to get a 5 on one implant for my upper teeth. I was told on March 20th 2025 that I had a credit for $908. Prior to that I was told it was over $1000 dollars I was owed and was not given a reason it was a lower amount. The front desk person said they can only refund it to the card on file used to pay for the procedure and if that card was unavailable it would have to be a check. Due to identity theft the debit card I used to pay for the procedure could not be used for a refund and I was told I would be cut a check and receive it in the mail and the check was issued that day 3/20/2025. After not receiving it up until April 8th 2025, I called Corporate Aspen Dental, the person refused to give me his name but the phone number was *********** I demanded to know a time frame in which i can expect to receive this check. They evaded my questions and kept trying to transfer me to the office i received services from at Aspen Dental ************ *************************************. I told him when I was told I would be receiving a check that they could not give me a time frame on when I would receive the check. He then said it would be refunded to my Care Credit card after looking at my account and giving me the last 4 digits of my former debit card. I DO NOT have a care credit card and told him so and continued to question how corporate can not give me an idea of when to expect this check. I paid out of pocket and used AVS Dental discount Plan. I kept asking how does their corporate office not know when a check would arrive after a refund. He then said that it works as refunding to the card and when it bounces it will be sent to become a check. I demanded to speak to someone regarding refunds. He then gave me the email **************************************** which I sent an email to yesterday and have still not heard anything back from them. I received an automated message and no response to speak to a live person.

  Business Response

  Date: 04/15/2025

  Response attached.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  I was seen by this dentist's office on multiple occasions throughout 2023 and 2024. On one occasion I went in because my tooth was in pain after having a filling done and they told me it was fine probably just sore. 4 months later the tooth abscessed, they gave me ********* and told me they'd make an appointment for the root canal. I was charged for the root canal, and informed by their specialist that My tooth was cracked and needed to be pulled. They told me they would refund me and charge my credit card for the difference. In 3 months I recieved that refund, and six months after I recieved a bill for the tooth pulling that was supposed to be charged to my credit card. Unacceptable business practice to take three months to issue a refund but also to bill someone for a procedure that was supposed to be applied to their credit card.

  Business Response

  Date: 04/03/2025

  Response attached.

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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.

  I have never had such a terrible experience with any company in my entire life. My husband and I went in together, October 2024, to both get Motto, we paid in full for both of us at the time. He received his trays without too many hiccups, but my experience was entirely different. I went in for my scans and it was done by someone that had no idea what they were doing. The scans took over an hour, when I was told it would take 15 minutes. I was then told I would get my trays for Motto in 3-5 business days, I didn't receive them after a week, so I checked in and was told it would take another 3-5 days. I was told this for 3 months straight. I never got an update, I always had to contact them, and I always got excuse after excuse. They kept telling me 3-5 days, and I wouldn't hear anything for weeks at a time. I then asked for the Regional Directors information. I was told my information was sent to her and she will contact me within a day or two. She of course didn't contact me, so I got her email and sent her a message a week later. I had to send her 4 emails before any response was received back, then she told me there was nothing she could do, and I asked for her managers information. She said she would send my information on, and she would contact me in a day or two. I didn't hear anything for a week so I sent her an email for an update and got an auto response back that her email couldn't go through. I have dealt with being ignored every step of the way. I would have to contact someone weekly for any answers and didn't get a response or didn't get an answer. I have reached the end of my patience. It has been almost 6 months, and I am unable to get any answers from anyone. The lack of service from the bottom to the top was the same. I was very excited to get Motto and go through this journey with my husband together and that never happened. The employees, regional manager, and her supervisor all ignored me for months with no response or answers

  Business Response

  Date: 04/02/2025

  Response attached.