ComplaintsforAspen Dental

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  2/7/2023 Amount $2510.00 Went to Aspen Dental for help with teeth extraction and partial dentures. They gave me a quote of $2510.00 for everything, no one ever told me it was a temporary denture for that amount. On 6/5/2024 at 2pm I called about a adjustment to the partial denture .I was informed by the employee at Aspen that I needed to pay an extra $1000 for a permanent denture. I explained to her I was never told the one I had was temporary. I was told by another dental office that the bottom partial was not done right and was not letting my jaw close the right way. If not for the other dentist I would not have known.

  Business response

  06/06/2024

  Response attached.

  Customer response

  06/15/2024

   
  Complaint: 21807530
  
  I am rejecting this response because: As of June 6,2024, the company has not made any attempt to contact me to rectify my problem. Right now, I have a temporary Denture, which I was not aware it was temporary. Also, the denture's not allowing my mouth to close all the way, which is causing a occlusion of my jaw and the lower bite is completely off. I believe a company should stand by what they sell and if the customer is having problems, they should correct their mistake.
  
  Sincerely,
  
  ***************************

  Business response

  06/17/2024

  This complaint is under review.

  Customer response

  06/27/2024

   
  Complaint: 21807530
  
  I am rejecting this response because:  ,On 6/24/2024 at 3:46pm I received a call from *************************** from Aspen Dental. I spoke with him about my situation and he made a appointment for 6/26/2024 at 9am at the Aspen Dental in ****** ,Fl and no charge for visit . I went to the appointment on 6/26/2024 and arrived at 8:46am I was told by the front desk I had no appointment. They did squeeze me in and wanted to charge me for visit. I explained to them I spoke with *************************** and he said no charge for visit for denture adjustment . I was taken to back and they wanted to do x-ray. I explained to them I was there for a denture adjustment. The Technician said they had to speak with Dr ************** She came back and told me the Doctor would not see me without a x- ray. After the x- ray a hygienist came in and then the Doctor came in. She proceeded to check my mouth and informed me she could not make any adjustment and I had to pay for a permanent denture. the amount they quoted me was $10066.00 and $19239.50..At this point I am totally aggravated with Aspen Dental and their employee's all they do is lie. I would like the $2510.00 given back to me, as I have another dentist that will do the adjustments for me. 
  
  Sincerely,
  
  ***************************

  Business response

  07/10/2024

  The patient came in for an appointment and spoke her frustrations, received a new tx plan and was in good spirits.

  Customer response

  07/17/2024

   
  Complaint: 21807530
  
  I am rejecting this response because: On 6/24/2024 they assumed I left in good spirits, when I left I was very upset with outcome. I even received a bill for $65 after I was told no charge for visit. .On January 31, 2024, at my initial visit, the doctor explained there would be removal of teeth, a denture would be placed between these specific lower 2 teeth and the office manager would be in shortly to discuss payment. Indeed, that is exactly what happened. I was provided financing options by someone at the front desk for 2 treatment plans and that was all. The details of the treatment plan were not reviewed with me in detail by the dentist. They were provided to the front desk and given to me when it came time to discuss financing.  At no point in time during this visit, did anyone qualified to discuss and review my treatment plan with me, do so and as a result I had no way of knowing that immediate wasnt being used in terms of a timeframe but as a synonym for temporary.  The specific use of those terms is not common knowledge for those not trained in the medical field. Specifically, medical coding.  Had it been explained to me that the denture provided was not meant to be immediate in its placement but as a temporary fix, I may have had a different perspective on what was best for me, medically and financially, leaving your office.   
  On February 7, 2023, your office received payment and February 13, 2023, the procedure was completed. I visited your office a handful of times between the procedure and my last visit on March 21, 2023, where I expressed my discomfort underneath the tongue and was told it was a result of swelling. I was also told it would get better with time. This being my first denture, I just thought I was being sensitive and that it would ultimately improve with time as the tooth settled.
  This brings us to the situation at hand. As I began to notice other issues with the denture, I called to see if now it was possible to make an adjustment. It was then I was informed the denture presently in my mouth was not permanent and meant for temporary use.  Shortly after I filed my complaint and in response to it received a call from your office to come in.  I agreed in hopes we could resolve the situation and the appointment was needed because the dentist needed to see me before doing so.
  June 26, 2024, I presented to the office for the appointment I was asked to come to only to find it wasnt on your calendar. I patiently waited to be squeezed in. I was then required to have x-rays as the doctor would not see me without them. The x-rays were done, and the doctor assessed there wasnt anything that could be done to adjust or fix them. Again, I am provided 2 estimates by the gentlemen at the front, but this time told to call back if you decide. This exact situation is what has had me confused and misled from the beginning. There was no discussion of my treatment plan and so I am left to interpret what procedures are actually being done because no one has explained it, much less, in ****** terms.
  It is also worth mentioning that the estimates that were provided and attached also are misleading. Removal of all teeth and dentures in ink for $10,066.00. Yet it appears this is also for immediate/temporary dentures. The second estimate states root canals and crowns with permanent partials in ink for $19,239.50. Without an explanation of my treatment how am I supposed to determine what I need? When I leave a visit, I should feel informed about my diagnosis, treatment and process going forward.
  That said, in response to your last correspondence, I would like the $1119.00 I paid for the denture as the treatment plan was never reviewed with me and was only provided in writing at the time of financing. It was never explained that the description immediate actually meant temporary. If someone did review this information with me during my visits, please provide their name and credentials that qualify them to discuss my treatment.
  Lastly, I have consulted with another dentist that will provide the immediate and the permanent denture but will not agree to follow your work. So, in addition to the above payment, I request to remove you as my dentist of record.
  
  Sincerely,
  
  ***************************

  Business response

  07/17/2024

  This complaint is under review.

  Business response

  07/22/2024

  On 6/25/24, the office spoke to the patient and explained pricing and scheduled the patient's appointment. The appointment went well, and the patient left in good spirits.

  Customer response

  07/23/2024

   
  Complaint: 21807530
  
  I am rejecting this response because:  They keep insisting that I left in good spirits, when I left upset from the Aspen office. I guess they expected me to cause a scene at the facility. They must be use to having there clients cause a scene and get abusively verbal with them. Since I placed the complaint in with the Better Business Bureau , the only thing Aspen Dental has done to try to fix the situation is give me the round around. It looks like they have no intention of helping me with the product they sold to me. All they want is more money. All I asked for was a refund for the temporary partial in the amount of $1007.10 so that I can get something I can use as permanent. Again if they would have told me back in January 2023 it was not permanent I would have gone somewhere else that would have given me permanent ones. But they lie and continue to lie, now I am left with partial I cant use and because I am on a fixed income I am stuck .Aspen has showed me that they are out to s**** seniors. And I give you my word that with this response if they are not willing to work with me I will tell everyone and anyone that ask me about them how I was treated and not to deal with Aspen Dental and there shady practices.
  
  Sincerely,
  
  ***************************

  Business response

  07/24/2024

  Please close this case. No further action is necessary.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a dental appt on 8/1/23. I am a **llege student with limited funds so indicated that to the office manager and asked her not to do any services that would not be **vered under my 2 dental insurances.Today, 6/3/24 I received a notice I owe them $57 for fluoride treatment. I tried calling the main office as well as the actual office I visited and both offices say they cannot help reduce or eliminate the **st. They say they would try to bill my insurance once more BUT they cannot stop me going to **llections while I wait to see what the insurance ** replies. I asked why I would go to **llections when this is my first notice. They said they can't help me with that question. Why would I go to **llections when they just sent me my first bill? They were not helpful at all. I spoke with *** in the ************** It felt like a threat.

  Business response

  06/04/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!

  Customer response

  06/05/2024

  Account number *********

  Business response

  06/12/2024

  Response attached.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I let the lady in charge of billing know all I needed and wanted was that 1 tooth extraction nothing else she then said well they have to do a cleaning before they can work on your teeth so I said ok to that and I did say yes to the oral ID ********** screening of the mouth) I still thought that was way to much but she said well I can give you a 20% discount, so I paid. Later another lady had some papers for me to sign but they were still under the impression that I was getting all of 3 teeth extracted. I did let her know it was just 1 tooth so when she gave me the papers to sign, she left the procedure being performed blank and asked me to sign and then we waited for doctor so we could verify. Fast forward doctor came and we agreed that it was #** that needed to be extracted during that time no one mentioned anything about a bone graft, not before nor after surgery was it mentioned. After surgery when I was sitting in car waiting at the pharmacy I googled everything that was mentioned in the breakdown of what I was charged and thats when I realized I was charged for a bone graft. I went back to the doctors office to speak to the dentist, he came out into the lobby to speak with me and my boyfriend I had 3 questions, do I need pain killers?, do I need more antibiotics?, and why was I charged for a bone graft?. He Said no I didnt need any medication and bone graft he said since Im under 50 they typically recommend people under 50 to get a bone graft. I did let him know that was wrong of him to just choose for me without even speaking to me about my choices. My concern is if its a recommendation why wasnt I advised, spoken to about it, why wasnt it brought up, why be so secretive about a $544 procedure that I didnt agree too. Why write in on the papers I signed until the end of the visit. Its my body, shouldnt it be my choice. I let him know I felt robbed and that Id be contacting you guys and the attorney generals because this is wrong.

  Business response

  05/31/2024

  Response attached.

  Customer response

  06/12/2024

   
  Complaint: 21771570
  
  I am rejecting this response because: This response was taken verbally by the BBB: We have not received and contact from the Business at this time. 
  
  Sincerely,
  
  *******************************

  Business response

  06/12/2024

  This complaint is under review.

  Business response

  07/10/2024

  Patient has been contacted and explained all costs involved with her treatment plan.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i had a tooth extracted at Aspen Dental-********,Fl on 4/12/24, and paid, after insurance ******* out of pocket for the service and a tooth replacement. I was given a bridge replacement, however it was not fitted comfortably- but the assistant told me to give it 48 hours to get adjusted. Well the improper fit caused me to develop mouth ulcers and my bottom lip to bleed, I was unable to eat or drink for the 48 hours and finally I removed it at 72 hours later. I went to the office on Monday to complain about the fit and told I needed to make a comprehensive appointment, so I did for the next day. I arrived for the appointment and was told that I needed more xrays-I said that I wanted to discuss treatment options with the dentist before more xrays so that I could be more educated and be able to give my informed consent for further treatment. When the dentist-*****************************- arrived, he asked me to get the xrays, and when I stated my reasons for further education so that informed consent could be given- he then stated-"Well I feel that you dont turst my treatment, so you can leave and I will not be treating you:" When I complained to the Office manager, she denied my request for a refund and told me to seek care from another Aspen location for the bridge adjustment. When I s/w another location, I was told the visit and treatment would cost me further out of pocket because-"this is a different location." I just want the refund that I deserve so that i can go to a completely different dentist and get my tooth replaced. I am an RN at AdventHealth and my appearance in working with the public is very important to me with my patients that I care for. And respectfully, I have never been denied care by a provider before in my life and that aspect is highly concerning to me and needs to be addressed as well. I thank you for your assistance in this matter.

  Business response

  06/03/2024

  Response attached!

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My claims are dating back to 2022. I have been fighting Aspen Dental about claims because they did not submit the claims to MetLife with appropriate documentation and now MetLife dies not want to pay. Also, some services were denied that were not covered by my policy. Their policy is to let patient know if not covered because services are done. First they tell me I owe $1200 and after 2 years and no other services they are now saying I owe them $2300. When I call all they tell me is we will resubmit claims to MetLife to no avail. Every time I call they give me the run around. I have deligently working on this for 2 years and nothing. I told the office manager last time I could even talk to her I did not want this going towards my credit and her response was just dispute it. This should not be how I have to deal with this. I cant find a corporate number and Im at my wits end with this.

  Business response

  06/02/2024

  Response attached.

  Customer response

  06/05/2024

   
  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

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an estimate od dental services and had the services done at the same location. I always paid my portion in full in a timely manner. I had a deep cleaning and received a payment bill to which I paid this in two parts as Aspen Dental would not continue to provide me care unless I had this $885 treatment done that my insurance would not cover. So I agree to pay so I could continue ymwith other dental work I needed . I had had several procedures done prior and paid my out of pocket parts in full all along. After the deep cleaning I attemped to pay this off according to the bill I had in hand. However I got a higher bill in the mail not matching the ledger they gave me with a lesser balance owed by me. No pending insurance or other balances .I went in and they took two weeks and I did get an adjusted bill to match my original ledger. I went immediately and paid in full asking at that time April 2024 do I own anything else any thing pending at all ? What is my balance? They said no I am paid I full and handed me a zero balance ledger.i left. In May I get a bill for $1305.00 from last October 2023. Over never seen this bill prior and as far as I know I'm paid off and up in full and I have receipts to show this. I call back and forth they insist I owe this. I call insurance they said they would pay for this service but the name on the bill is out if network and it's not covered then. I said it's the same place same dentist etc. Insurance said tell them and maybe it's an error. I called Aspen back and they dismissed me saying they have done all they can for me either I pay or this goes to collection. Mine you this is the 1st time I am seeing this bill. My paperwork said I'm paid in full nothing pending.How can I have had many claims covered at the same location and yet this one after 7 months come back as denied? I am only hearing now and why out of network? It's not true. Collection ?? What. They are criminals and need to be stopped please help us all

  Business response

  05/29/2024

  Response attached!

  Customer response

  05/30/2024

   
  Complaint: 21752919
  
  I am rejecting this response because:
  It is going to take weeks for them to resubmit this claim we hope correctly and wait to hear back from the insurance company. If we are lucky the procedure may be now in network and thus covered. But there are still other double ******** I have already pain in full that they are saying I owe for. These services were never originally covered by insurance so I paid out of pocket in full by my credit card.  Last payment was 4/16/24 $265 in full and I received a zero balance ledger on that date with nothing pending no insurance waiting etc. If I accept this attempt by them to attempt to reach out and close this case I fear I will still be getting taken advantage of by this office and Aspen dental company.  Please let this remind open until we can see if they file the insurance claim correctly and I get a payment to help cover the cost as stated in my dental policy.  They filed the claim with incorrect information and it was denied due to out of network.  Like I say it was not out of network all procedures were done in the same covered location. Plus the incorrect double billing issue is still outstanding and they refuse to correct this matter even though I have proof as to my bills from them my receipts and all my records .

  Thank you 
  Sincerely,
  
  *********************

  Business response

  05/30/2024

  This complaint is under review.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a root Canal done by Aspen, that somehow fell out, causing me to go in for repair. I was told it could not be repaired, they also had to pull the tooth next to it. No problem, none of this is Aspen's fault. They were very courteous, advised me that they would be able to add the teeth to the current bottom partial teeth that I already had. They took the partials, advised that they would send to the Lab to have the teeth added, as it could not be done in the office. This was done on 01/26/24. They advise me that this would take two (2) weeks. I agreed, but, two weeks later, nothing from Aspen. So, I waited another couple of weeks, because I understood, there could be delays. Each time I called, the partials were at the Lab, and they would call me when they were ready. Until Mid March, nothing, they either put me on hold and never picked up, or told me they would call me back. Finally was told in April that they could not find anything, no records of my coming in, that I would need to come in and have Xrays done and the order place again because they could not find my partials. They simply lost or misplaced my records. I was upset because all this time I walked around with missing bottom partials. I asked for the money back, that I would go somewhere else, as no longer had confidence in them. They only agreed to refund a credit that I had on my account, bur not not the $900+ I had paid after the Dental Insurance's portion. The courtesy stopped and I have heard nothing from them other than a $337 credit that they sent me. I still have no bottom partials and has had to walked around embarrassed to open my mouth. All i want is what's due me to get work done somewhere ************* having to come up with addition $900 or more. Please Help Me get restitution.

  Business response

  05/23/2024

  Response attached.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to an appointment on 5/8/2024 to establish care, they took my insurance information, my ssn and general information. I had xrays taken at the consultation and an estimate pulled up est about 10k and 15 visits. I prepaid for an appointment to start and have 3 teeth extracted, 370 ish. They gave me the estimate for services and I noticed some of the insurance information. I tried calling the business several times multiple times a day to cancel the appointment so I could get a second opinion. I even called corporate who also couldn't get a hold of the company. When I finally got someone to answer they emailed me a screen shot of the xrays and told me that they couldn't send the actual files. They've not filed through my insurance and won't refund my prepayment because insurance hasn't gone through....because they haven't filed insurance. I sent them the updated info from my insurance because apparently the address on the insurance card is different. When I send an email asking for the images and for them to file the appointment through insurance and with the new info she told me she couldn't send those records that she could print it on a piece of paper and that I needed to contact someone else for refilling the insurance... but didn't give me their contact details. I just want the actual image files, insurance to be run and my deposit refunded.

  Business response

  05/23/2024

  Response attached.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started an implant with Aspen Dental in 03/2023. My insurance was changing on 04/1/2023, so was getting as much out of old Dental insurance as possible. They gave ma a fee quote with tooth extraction deep cleaning and implant. I paid for tooth extraction. A few months later I paid for half the implant. There was a delay in process due to a call from *********** they had a kidney for transplant right away. I waited the 6 months required after transplant and rescheduled my implant appointments. In 03/2024 implant.plant procedure resumed to uncover site. began. Before my appointment they called and told me what I owed which was 348 dollars more than quoted. I asked for what and received 3 different answers. The final answer was it was for an increase in cost. I explained this was not what was quoted so they waived the 348. Had 2 more appointments and extra because they scanned for the crown incorrect. On my final appointment for my crown installation I was told I owed ****** dollars more. I said no I paid in full on 03/27/2024. The assistant office manager then could jot tell me what the fee was for. No invoice no proper explanation. She claimed it was because insurance did not pay something, no details. I saw my old Dental insurance noted on a claim after the date of cancelation. I asked why it showed the other company, not my new one she stated they are the sane company. It was then I realized it was useless. I left without my crown without paying the ******. After 4 hours of research I realized they never sent the 06/02/2024 claim to the proper insurance. I called corporate they were escalating the issue to regional Manager. No call received, they have my crown holding it hostage for a fee they cannot give me a bill or explanation for. I paid over ***** in total for this whole process.

  Business response

  05/22/2024

  Response attached!

  Customer response

  05/23/2024

   
  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/28/23 I visited Aspen Dental located at *****************************. I paid $1,443 dollars upfront. Two small front bottom teeth were extracted and an immediate partial was fitted. After 2 months I called about getting a permanent partial which they did a scan for and was told it would be 3 weeks. After a month I called again and asked if it had come in yet. They said no and to check back since the lab was backed up. After not hearing from them for another month or so I called and asked about and they said they could find no record of it being sent to the lab. I went in for another scan and was told it would be 2 or 3 weeks. Once again, I did not hear from them and was given the same "lab is backed up" response. I had knee replacement surgery shortly after this last call and this was the last thing I was worried about. I'm not sure when they finally called to tell me it was ready but it was probably sometime in October. When I went to pick it up, it was not what I was expecting. The one that they replaced was from ********* Dental and Denture and was the top of the line Flexifit partial that Aspen said that they could add teeth to but would take quite a bit longer than if I got a new partial. I agreed to get Aspen's equivalent of that but was never shown a sample. What I got was a poor fitting partial with exposed metal. The technician said she would order the better one and after several calls, excuses on why I couldn't speak to the manager who never returned calls, and messages left on their answering machine which they did not return. I'm fed up.To top it all off, this was never turned in to my insurance company so I have no idea if i overpaid. I'm looking to recover the $1,070 that I paid for the partial that was given to me so that I can go elsewhere to get what I thought I was supposed to be getting at Aspen.Thank you.

  Business response

  05/21/2024

  Response attached!

*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. ↩