ComplaintsforAspen Dental
Dentist
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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I just received a collections bill for $925.00. I was told my bill was paid in full and I do have receipts. I used my HSA card and had it all covered. They tried to put me into this thing called care credit. I thought is was a deduction account from the office. I never heard of care credit. Then care credit started billing me. I went back and forth with the office and asked why they would put me into care credit when I checked my available balance in front of them, Aspen billing employees at the office where I had my procedure. I fought off care credit and made them reverse the billing. I thought we were complete but Aspens computers went down and I had to wait on that. Care credit even tried to give me a check as if I over paid. I did not pay them anything. When the computers came back after about 4 weeks, the bill back and payment was final. I would not have gotten dentures if I could not pay it in full. My HSA gave me that availability. So now I'm in collections for $925.00. I feel like I'm being scammed. I even had them scan the receipts. My insurance, Delta Dental paid almost half. So. The total was approximately $6000.00Business response
07/09/2024
Response attached.Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had dental services about 2 years ago. At Aspen Dental in ******************. When procedure was completed I paid my final bill with a Flexible spending card and my balance was zero. Completely settled zilch balance. About a year later I received a bill for $704.58 out of the blue. My bill was paid in full a year earlier. Now I'm getting a letter from a collection firm ****** and ****** trying to collect this amount. This seems to be a mistake or illegal. Please correct my account and remove this balance now 2 years later approximately.Business response
06/27/2024
Response attached.Customer response
07/02/2024
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.
I also received a very nice email today and my concern was taken care of. Thank you so much.
Sincerely,
***********************Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Aspen Dental **************************************************************************************** ************** I got a called from a collection agency 6/20/2024 i called Aspen Dental Friday 6/21/2024 i have all the calls recorded. Friday i was told that i was getting a call back 6/24/2024 (never happen) i call two times around 2-3 just to be put on hold both times and no ones cares. I sent this email to ****************************************** 05/05/2023 (No Answer) I am writing to address a surprise bill that I received from your company. The date of service was 8/30/2022, and I never received a call regarding any further payments. However, I received a new bill from your company on 4/14/2023, which has left me quite surprised.Regarding the service I received, I was very clear about how much I had to pay out of pocket, and I paid the full amount on the day of the service. For me, this has been settled, and I have no further obligations. I have been trying to get clarification on what this new bill (service date 8/30/2022) is for, but I have been unable to contact anyone by phone or in person. I visited the location on 4/26/2023 and spoke to someone on the front desk, but the lady was unable to answer any questions due to the system being down.I called the number on the bill *************), but the message said the same thing. To me, this is a "surprise bill" because it was never on the care plan, and the amount that I showed due is $574. The system is down, but I am getting text messages reminding me that my bill is due, which is causing me undue stress and inconvenience.Furthermore, I urge you to look into this matter and rectify the situation promptly. The best outcome would be to fix this problem and acknowledge that my bill has been satisfied since the date of service, and I paid what was required of me as per my care plan.Thank you for your attention to this matter.Business response
07/02/2024
Response attached.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 05/06/2024, I went to Aspen Dental, and I was provided an estimate of $774 for two new crowns. I needed some other work completed before I was able to schedule that which included a cleaning and whitening. I paid for this in advance as this is how Aspen operates, you pay prior to having the work completed. On 06/19/2024, I was there for my teeth whitening and when I attempted to pay for my crowns so I could get that scheduled, I was told it would be $1441. I understand an estimate is just an estimate but for it to be almost double the amount that does not appear to be professional. When I questioned billing, they were unable/unwilling to work with me or attempt to assist me with the matter. I would not have paid and gotten my teeth whitened if I knew it was going to be this much for crowns. I would not have gotten my teeth whitened if I wasn't going to get crowns. At my initial office visit with them, I advised them that I have a child in college and may have to wait to get the new crowns and whitening; however, when the quoted the $774, I agreed as this is something I am able to afford but not $1441. I attached the original estimate and the most recent so you are able to see this.Business response
06/25/2024
Response attached.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
About 2 years ago, I went to aspen dental and got a new set of dentures, about a week ago, my upper denture had a couple of chipped teeth, I went to aspen dental, was told that I needed a new upper denture and that it would cost me a little over 1300 dollars, I feel this is very unfair because I just paid 2500 less than 2 years ago, for the dentures that they provided. I do not abuse my dentures nor drop them and for this to have happened in such a short time is not acceptable, I would like to get my money refunded due to poor material being used for my dentures, I feel that they should have replaced the denture without charging me again in such a short time, I'm on a fixed income and can not afford thisBusiness response
06/25/2024
Response attached!Customer response
07/02/2024
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.Just an update, aspen dental has agreed to refund me half the money I paid, this satisfies me, so, you can close my complain as being resolved satisfactorily, thank you, *********************;
Sincerely,
******************************Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had implants installed top teeth broke in 3 weeks now I have been dismissed by Aspen dental and no aspen dental can see because of being dismissedBusiness response
06/24/2024
Response attached!Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a phone call from a collection company on May 30, 2024 about approximately $6000 in past due account from February- May of 2023. The dental care was great, the dentist were wonderful and I finished with a zero balance.Between May of 2023 and May of 2024 there was no contact from the ********************* Aspen Dental office and me or my family. I am serving in the US Army and serving in ************** during this period. My father followed up on the call and visited the office and he found out that my account was hacked and now there are two different accounts with different balances. My accounts have the wrong address and the wrong SSN. My insurance was NOT billed. The site manager refused to meet.Business response
06/19/2024
Response attached.Initial Complaint
06/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Around January or February I believe, I scheduled two appointments for dental treatment. I had one appointment but never had the other. I tried calling to reschedule no one would answer. Around April they began requesting I pay the additional $165 for the second treatment. I have now been trying to reach them for a month and no response to schedule the appointment. I would like the appointment scheduled or the billing drop. If they cannot set the appointment without an additional appointment or charge, I would like the charge dropped. I have no intention of using Aspen Dental in the future due to the poor customer service, so I do not want to pay more than what I agreed to.Business response
06/13/2024
Response attached.Customer response
06/20/2024
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,
***********************Initial Complaint
06/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 02/27/24 I received an itemized Treatment Plan Summary totalling $2,738.00 less an estimated insurance dis**unt ($1,531.00) & estimated insurance benefit of ($340.40) with an estimated out of pocket expense of $866.60. This plan included 2 teeth cleaning (scaling) appointments to be scheduled 3 months apart & teeth whitening services.02/29 I paid a total of ($340.80) for my total out of pocket **sts for the 2 teeth cleaning (scalling) appointments only & had the 1st cleaning performed.04/22 I received a statement showing that Aspen Dental billed my insurance a total of $1,943.00 to date including the initial *********rays performed on 01/29, & the 1st teeth cleaning scaling appointment dated 02/29. My insurance paid a total of ($396.20) & applied In-Network Dis**unts of ($818.00) I paid ($340.80) **-payment on 02/29 which was supposed to **ver my out out of pocket expenses for both teeth cleaning (scaling) appointments. Instead the statement I received dated 04/22 now says I owe an additional $388.00 for just the 1st teeth cleaning (scaling) appointment.I went to Aspen Dental's office on 04/22 & was told that the problem was with my insurance but they would re-submitt the claim. In the meantime, I called Aspen Dental's **rporate Offices & was advised to **ntact my ************ directly.I called my insurance ** which advised me that a) Aspen Dental never requesed a pre-determination of benefits as required. b) I was billed for several items including the billing **des 9630G, 9630R & 4381 multiple times which are NEVER **vered by Insurance & which is clearly stated on the site where Aspen submitts their Insurance Claims.I was never advised by Aspen that these items were NEVER **vered by insurance & or given the opportunity of informed **nsent or the right of refusal thereof..6/10 *********** visted Apen & spoke with ***************************** who blamed 1st insurance ** & then us saying it is the patient's responsiblity to know what insurance **vers.Business response
06/20/2024
Response attached!Initial Complaint
06/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 04/15/24 I received an written & itemized Summary Treatment Plan totalling $7,256.00 less estimated insurance dis**unts of ($3,834.00) & benefits of ($1,015.30), leaving my estimated out of pocket **sts totalling $2,406.70 including my $50.00 deductible. The $7,256.00 plan included initial *********rays, teeth cleaning (scaling), a crown & a mouth guard.On 04/11 I paid ($30.00) for an oral cancer screening which I was advised was not **vered by insurance. On 04/15 with the assitance of the office staff I applied for a Care Credit Card & paid off the entire ($2,406.70) out of pocket portion of my bill as per the treatment plan.06/10 after dis**vering discrepancies doubling what my husband was billed vs what he was quoted by this same Aspen Dental Office. We went in to discuss both bills with *************************** (Operations Manager). I advised ******************** that I was very **ncerned because I had not received my statement yet & that errors such as those on my husband's ac**unt **uld be exponential if they appeared on mine as well. ******************** provided me with a statement showing that to date they have billed my insurance $3,630.00 for just the initial *********rays, teeth cleaning (scaling) & also the $30.00 oral cancer screening which I had already paid in full on the date of service. My insurance ** paid a total of ($557.00) & applied in network dis**unts of ($1,113.00) & my payments of ($2,436.70) which were supposed to **ver my total out of pocket expenses were now applied towards only the initial *********rays, teeth cleaning scaling & oral cancer screening.******************** was rude & **ndescending 1st blaming the insurance ** (a pre-determination was never requested as required) & then going as far as saying it was our responsibility to know whether or not our insurance would **ver the services as quoted. I have cancelled all other remaining work & demand all billing discrepancies be remedied & all overcharges refunded to my credit card immediately!Business response
06/18/2024
Response attached!
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Customer Complaints Summary
126 total complaints in the last 3 years.
83 complaints closed in the last 12 months.