ComplaintsforAspen Dental

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a dental appointment today. Monday August 29 2022 at 2:00pm with Aspen Dental ***************************************************************************************************** it was for a wax bite for basic dentures which i deserve the high quality dentures after the way their front desk person who said she been working for Aspen Dental 3yrs her name ***** i think it was.i had arrived at 1:30pm before my 2:00pm appointment lobby area was empty.i noticed they took people who came long after me.When i asked the front desk why'she the front desk worker mocked me me and therefore that led to their staff laughing at me mocking me and gossipped about me i heard them the office manager *** had left out the front door.i have no transportation and i have Crohn's disease 15yrs and a heart defibrillator implanted 9yrs.They were not professional not appropriate looking nasty lobby bathroom nasty needs a deep cleaning nasty lobby.the front desk is *****'s a ****** was openly disrespected and that led to slanderous remarks of my persona.i was going to send a flower arrangement and have a pizza delivered to this Aspen Dental location after my Wednesday completion of the basic dentures.i will not now.ive already won one lawsuit got a settlement for that August 4th 2022.i sure hope they correct how i was humiliated and accused of verbally attacking a employee who is lazy and poorly dressed as a representation for Aspen Dental as a whole.They don't greet when a patient enters their dental office.

  Business response

  09/14/2022

  Response attached

• Initial Complaint

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  RE: Aspen Dental *************************************************************** Acct: ******** Patient, *************(******), was told she should have 2 new porcelain crowns preps to be done, instead of any possible repair to the one she had already. After stressing that cost was a factor, they said that her current insurance at the time was already prequalified to pay 50% of the cost and that the remaining 50% could be financed through Comenity / Dental First with nothing down. After agreeing to getting the additional services completed, the offices failed to collect on the insurance in a timely manner and insurance denied the coverage that Aspen Dental had prequalified before the services were completed. These services would have never been agreed to be done if it wasn't for the predatory behavior of the office and false promises from their claim of prequalifying insurance coverage and paid benefits. Upon financing the 50%, interest rates were high so She elected to pay off the balance due to ************** in full, leaving a zero dollar balance. As the patient, *** Stride ******, I am requesting this New balance due, from Aspen Dental, to be eradicated with no future bills to be sent, nor any further collection activity to be pursued. After promises for over 2 years that the insurance was covering the balance as promised, I am left with no further options and need help on this matter. Furthermore, this service was completed beyond a 2 year statute of limitations. Thank you,*************(******)************ Acct #********

  Customer response

  08/26/2022

  Please see attached.
  See Attachment/File: Signed Release Letter.pdf

  Business response

  08/30/2022

  Response attached.
  See Attachment/File: Stride *** ******** BBB response.pdf

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an appointment with Aspen Dental(5231 University Pkwy Unit 120, University Park, FL 34201, phone number(941 363-0458) 3 months ago for July 14th, but they cancelled the appointment on July 12th, they made up a reason and lied to me.

  Business response

  08/12/2022

  Business Response /* (1000, 6, 2022/07/24) */ July 24, 2022 Office of the Better Business Bureau RE: ******* Hu Aspen Dental Account Number: XXXXXXX BBB Case No.: XXXXXXXX Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by Rongjia ** on behalf of the University Park, FL Aspen Dental branded practice, owned and operated by R Dustin ***** DMD Holdings, PLLC. 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 “Yes” to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Sincerely, Julie ****** Manager, Regulatory Relations Aspen Dental Management, Inc 281 Sanders Creek Parkway East Syracuse, NY XXXXX On behalf of R Dustin ***** DMD Holdings, PLLC Phone: XXX-XXX-XXXX ext XXXXXX Fax: XXX-XXX-XXXX Email: *******@aspendental.com Response attached.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 2018 I went to Aspen Dental to resolve an issue with an abscessed tooth. I paid $225 at the time for the extraction. My insurance statement shows the dentist submitted a claim for $247 leaving the balance at $127 (Statement Attached). Having already paid them $225 I assumed I had been overcharged but decided not to take action. June 2022 I received a letter from a collection agency regarding a referral from Aspen Dental claiming an unpaid balance of $21.50. I had never received a bill from Aspen Dental requesting such a payment. When I called to complain I received a voicemail from a woman named **** who claimed to look into it and said that the $21.50 was due to an underpayment by my insurance company (screen shot of text of voicemail attached). When I returned her call she verified that they had no record of my ever being sent a bill for the balance. I paid the $21.50 in hopes that it would decrease the possibility that this would end up on my credit report. I currently have excellent credit and 0 derogatory claims on my credit report. Should this change due to this travesty I will seek any and all legal remedies at my disposal to correct the issue.

  Business response

  07/21/2022

  Business Response /* (1000, 6, 2022/07/07) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by Robert Q. on behalf of the Olean, NY Aspen Dental branded practice, owned and operated by Olean 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 "Yes" to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a service performed by Aspen 2/19/2022. This service was prescreened by my dental insurance, MetLife Dental. MetLife Dental preapproved payment based on that claim. Aspen submitted the claim and MetLife Dental requested additional documentation. Aspen never submitted the information and subsequentially MetLife Dental denied the claim. I have contacted Aspen several times since then telling them what the insurance requested. Last month I sent them copies of my EOB highlighting what still needed to be submitted. I received no response. There is no contact information for their insurance billing department. All calls go through my local branch which is Waterville, ME. This month I got another bill requiring immediate payment for the past due balance of 1032.90 (insurance payment needing additional documentation). I am concerned that this will impact my credit history and score.

  Business response

  07/11/2022

  Business Response /* (1000, 6, 2022/06/24) */ Response attached.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am writing this complaint on behalf of both my fiancé, **** *****, and me. We have been trying to contact you multiple times, but never hear back. Nobody picks up the phone & nobody responds to our online requests. Since I am limited to a certain number of characters, I can't possibly explain all of the issues we're experiencing with this Aspen location, so I will only focus on a few of issues and I'd like to somebody to contact me to discuss the other issues. My issues involved multiple trips to this location just to get my retainer. I had several issues with the manager during this process. I will explain further when someone contacts me. My fiance, **** *****, has been charged for Fluoride & for a cancer scan, which he never received. He was told this would be taken care of weeks ago, it's still not resolved. They also told him that he could not get copies of the invoice for his FSA, they wanted him to drive all the way back to get it. He was told they could NOT email it or mail it "we don't mail things in this office." Then we finally received an invoice in the mail which was much lower than what they had charged his FSA card. When he inquired about it, they said they weren't sure where that invoice came from. They have also given him several different figures to complete his crown and filling. Nobody can explain why the total amount keeps changing. When he went in to get the crown made, they told him the total for everything was $167, which is what they charged his FSA card. When he went in to get the crown installed, they told him that he owed another $16. He kept asking why? They didn't know. Then it changed to $1,600. He kept challenging them because it was not accurate. Then they changed their mind again and charged him another $464. Our original quote was $384 and we have now been charged $167, plus $464 and nobody can explain why. **** has called the manager several times, with no call back. Our FSA ends in a month so this is very urgent!

  Customer response

  05/27/2022

  Please see attached. Both **** and I signed the form since we are both filing a complaint within the same complaint number. We appreciate your urgency on this matter so we can finalize our FSA ASAP. If this is not figured out next week, we will lose FSA money.
  
  Thank you
  
  ********
  
  *************************
  Franchise Resales - Conserva Irrigation
  **************************.
  *****************************
  **********, ** 23060
  O: ********************* M: ************
  
  See Attachment/File: signed release.pdf

  Business response

  05/31/2022

  Response is attached for ******** ****. A separate complaint would need to be submitted for a 2nd patient.
  See Attachment/File: **** ******** ******** BBB response.pdf

  Business response

  06/15/2022

  Business Response /* (1000, 12, 2022/05/31) */ Response is attached for *************. A separate complaint would need to be submitted for a 2nd patient.

  Customer response

  05/12/2023

   
  Complaint: 17876620
  
  I am rejecting this response because:

  We have had nothing but issues with Aspen dental for the last 1.5 years. They are not responsive, they don't follow-through, they prescribe unnecessary treatment, they charge more than the price they quoted, etc. There are far too many details to type all of the issues, but here are a few: - prescribed a crown replacement when not needed, after we already put the money aside in an FSA account. - I have been asking for a copy of my x-rays for 3 weeks now because I'm changing dentists. I have contacted the dental office, the office manager of the dental office and the ** of that office at least 10 times, I still don't have my xrays. - We called multiple times over the course of several weeks to get an appointment set up, nobody called back. We also escalated to the ** of that office who also did nothing to solve the issue. - I have been trying to contact the Aspen corporate office for the last 10 days, but they don't answer the phone. They just have a recording which states their employees are in a meeting or in training. There are many more issues, but I need to talk to the ** of the ************** and ***********, ** dental offices to provide more details. Please contact me. This issue is urgent which I have expressed to the **, but she has done nothing to resolve it in the last 3 weeks, even though I told her I was going to contact the corporate office.
  
  Sincerely,
  
  ***************************

  Customer response

  06/19/2023

   
  Complaint: 17876620
  
  I am rejecting this response because:
  

  From the CONSUMER:

  Sent 6/6/2023 12:16:34 PM

  Read by ********************************************************* on 6/15/2023 2:34:35 PM

   
  Complaint: 20052218
  
  I am rejecting this response because the business did not solve the issue yet.  I asked the RMs and the owner to call me multiple times over the course of months and they never followed through.  No wonder they have a F rating online. They need new leadership.
  
  Sincerely,
  
  **** and ********
  Sincerely,
  
  ***************************

  Business response

  06/19/2023

  From the BUSINESS:

  Sent 6/15/2023 2:34:57 PM

  This case is still open.  Please allow more time for a response.

  Customer response

  06/19/2023

   
  Complaint: 17876620
  
  I am rejecting this response because:

  From the CONSUMER:

  Sent 6/15/2023 4:49:21 PM

   
  Complaint: 20052218
  
  I am rejecting this response because I still have not heard from the RMs or the owner of the *********** or ************** office, despite repeated asks. 
  
  Sincerely,
  
  *****************

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started a treatment plan in July 2021. Due to unforeseen circumstances my child caught Covid and I lost my job so I wasn't able to continue treatment which I made the office aware of. I called and made the office aware I would not be able to maintain treatment. At the time no one informed me of a fee for interrupted services. I stopped working 10/12 so no insurance. I received mail in November about a balance which I called to inquire about and was told someone would follow up with me. No one followed up. I just started receiving more mail in April about said balance and I'm being told this fee can not be waived due to me not continuing treatment. I have made the manager aware my child has Covid and I was also exclusively breastfeeding my new born child born 06/05/2021 so it was hard for me to make time to see the dentist. I work 8am-5pm M-F , I have a newborn child and a 1 yr old with Covid. I was told this has nothing to do with your child we can't waive the balance

  Business response

  06/08/2022

  Business Response /* (1000, 6, 2022/04/28) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ******* ****** on behalf of the Ruskin, FL (Sun City) Aspen Dental branded practice, owned and operated by R Dustin D**** DMD Holdings, PLLC. 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 "Yes" to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Consumer Response /* (3000, 8, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called the business and requested to speak with the office manager several times and every requested a callback. I have yet to get a callback from Christina post. No one from this business or that office has reached out to me to resolve this issue. Business Response /* (4000, 10, 2022/05/04) */ We are still working on this complaint. Please allow more time. Thank you! Consumer Response /* (4200, 12, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from Christina who advised there is no way she can help she has no resolution to offer. Business Response /* (4000, 14, 2022/05/13) */ This case is still being worked. Please allow more time for a response.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  went for deep cleaning. the cost was 3,426. I got the credit saving card and they charged me 6998. I never got my wisdom teeth to pull or get there orbal an electric toothbrush. getting charge for work that i haven't done.

  Business response

  04/08/2022

  Consumer Response /* (2000, 4, 2022/04/07) */ resolve

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to Aspen Dental here in Port Charlotte because a tooth was bothering me on my right side (lower) that is part of a bridge. The took an x-ray and afterwards I spoke to Steve who proceeded to show me my treatment plan. I also have a bridge on my left lower side. Anyway, considering my dental insurance and a discount dental card, the cost came down to $4356 from $17027.00. He saw my reluctance to proceed so he told me they have a payment plan. I asked if maybe I could just have one side done first and the other at a later time. He told me that if I did that, I won't be able to have the other bridge done until 5 years later and that if I had both done at this time, it would be considered just one bridgework. I asked him what the payment would be on the plan and he said I would be paying $238/mo for 18 months without interest. I figured I could do it so I asked him if I could pay with a credit card and he said yes. He had me sign this form w/c clearly showed the monthly payment amount. The two bridges were removed. About 2weeks later I received a bill from Care Credit. It looked like a regular credit card bill payable to Synchrony Bank. I called this credit card company immediately to cancel this account. I told them I did not authorize anyone to open this card for me. They said they couldn't do that but that they would file a dispute claim to the merchant and that I didn't have to pay the bill until the problem is resolved. I called Steve at Aspen and told him I had not authorized him to open this card. He said if I didn't go with this plan, I would have to pay the full amount on my next visit before they could proceed with the work. I had a copy of the treatment plan in my possession but I did not get the one I signed for the payment plan so yesterday I went to Aspen to get it. The lady at the front desk gave me a copy of the treatment plan and a Care Credit Sales Draft w/c was signed electronically by someone other than me. I never saw this form before.

  Business response

  04/12/2022

  Business Response /* (1000, 6, 2022/04/12) */ Response attached. Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by **** ***** on behalf of the Port Charlotte, FL Aspen Dental branded practice, owned and operated by R Dustin D**** DMD Holdings, PLLC. 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 “Yes” to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Sincerely, Julie G***** Manager, Regulatory Relations Aspen Dental Management, Inc 281 Sanders Creek Parkway East Syracuse, NY ***** On behalf of R Dustin D**** DMD Holdings, PLLC Phone: *********************** Fax:************* Email: *******@aspendental.com Consumer Response /* (3000, 8, 2022/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have previously stated, I agreed to pay Aspen Dental monthly with my credit card for 18 months interest free. The monthly payment would come to $238 more or less a few cents. They just sent me a letter asking me to pay $2041.00 for the work that was already done. This is unacceptable to me. Business Response /* (4000, 10, 2022/04/22) */ We have sent a formal letter to the patient. Thank you! Consumer Response /* (4200, 12, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a letter from ***** G*****, Regulatory Relations Manager of Aspen Dental. I am being asked to stop by their office and pay $2041.00 if I choose to pay with my Mastercard. My agreement with Aspen Dental is to pay my treatment of $4356.00 spread over 18 months with no interest using my own existing credit card. They opened a Care Credit Account with a credit card company without my permission. I had asked them to close this account. The work on my teeth that I had contracted them to do is not finished and apparently $2041.00 is for what has been completed. I am willing to pay the first and second month installment as the work started on March 1st. This comes to $484.00 for 2 months. That is certainly a lot less than $2041.00 they are asking for. I also want to make sure that the Care Credit Card they opened is closed. Business Response /* (4000, 14, 2022/04/29) */ Thank you for the update. We will review further. Consumer Response /* (2000, 25, 2022/05/25) */ In a way you have helped in my dispute with Aspen Dental. They returned to Care Credit the unused amount for the service they have not rendered. For that I'm very grateful. Thank you for your help. ****

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/16/21 I had a filling done insurance paid $279 in my balance is $30 on 10/20/2021 I had a right side deep clean 222 my insurance paid my responsibility is $169 and 10/6/21ooth for right side deep clean my insurance paid $220 my balance is $169 on 10/6/2021 my immediate partial for the bottom my insurance paid $1,089 my balance is $72 on 10/6/2021 my upper partial immediate my insurance paid $1,089 my balance is $72 Aspen dental refused to give me my upper immediate because the manager said I had a balance pending with them the lower immediate did not fit I have the lower immediate but they will not give me the upper immediate they are a horrible dentist office I now go to smile design in Naples Florida they had to do the right side deep clean because Aspen dental did not do it properly and I had to pay $208 out of my own pocket because Aspen dental charged my insurance company in the insurance company would not pay for that again smile design had to do a filling on my tooth that Aspen dental was supposed to have done on 8/16 which was not done properly I called Aspen dental 30 days ago and spoke with the manager and he said verbally over the phone that he would drop my bill from $767 to $385 half now I just received a bill from them yesterday which was April 5th 2022 for the full amount of $767 I feel I should not have to pay them since smile design had to redo the right side clean redo the filling and do my partials because Aspen dental didn't do them correctly and they won't even give me my upper partial in my insurance company UnitedHealth has already paid them

  Business response

  05/24/2022

  Business Response /* (1000, 6, 2022/04/11) */ Response attached. Consumer Response /* (3000, 8, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Aspen dental management refused to give me my upper immediate partial because he said I owed over $5,500 dollars at which that time all my insurance didn't go thru yet my upper partial is still in his office at Aspen dental I feel I only owe for the 6 extraction that total $210.00 dollars cuz smile design had to redo 2 fillings an redo right side deep clean in which I had to pay $208.00 out of my pocket cuz my insurance already paid there part to Aspen dental who didn't do right also smile design had to make my permanent partial so my insurance company need to be reimbursed what they paid to Aspen dental for my immediate partials Business Response /* (4000, 10, 2022/04/13) */ Please allow more time for a response. This case is still being reviewed. Consumer Response /* (4200, 12, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I should be reimbursed the $208 that I had to pay smile design for them to do the right side deep clean since Aspen dental did not do it correctly and my insurance United healthcare paid for the right side deep clean to be done and they paid it in October of 2021 so when I got the right side deep clean at smile design in March of 2022 I had to pay $208 out of my own pocket if Aspen dental would had done that properly I would still have the $208 so I feel I should be reimbursed for that and I feel that I owe Aspen dental nothing because everything they did had to be redone thank you Business Response /* (4000, 19, 2022/05/06) */ A final response letter was sent to the patient on 5/2/22.

*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. ↩