ComplaintsforAspen Dental

Dentist

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Initial Complaint
07/15/2024
Complaint Type:
Billing Issues
Status:
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.
went to Aspen dental for a checkup and was told I needed a deep clean/ extractions. I was told the amount would be 2150.00$ and when I told them that was too much that they proceeded to check my insurance and told me that insurance would cover it and that I would only have to pay 1446.60$ which I paid in full before any work was done. 10 months later I received a bill for 600.40$ and have been received another bill from my follow up for a total of 703.40$. when I talked to the office in Carrollton Ga., they said that this is common and that they know insurance usually doesn't cover this, but they quote it that way just in case. I would have gone to a different Dentist if I knew it was going to be 703.40$ more that the quoted amount. this seems to be a common occurrence with them lying to customers to get them in the door and charging them on the back end. it's a shame since I really did like the Doctor working on my teeth, but I can't continue to go somewhere when 6 months to a year later I get charged whatever they feel like charging me. the office is not willing to negotiate at all and if I don't pay in full, they will turn it over to collections. I suggest everyone avoid going to them and read their reviews first. there is a reason they only have 1.2 stars.
Business response
07/23/2024
Response attached!
Initial Complaint
07/15/2024
Complaint Type:
Billing Issues
Status:
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.
Went to **********, ********* office for tooth extraction They suggested a dental insurance to help pay for visit. Took advice & paid for insurance. Then got balance for bill for visit. They had not used the correct info for my insurance I had & so it did not pay anything. They said they had entered it wrong & so wait a month to get it corrected on their end. Did not get corrected. **** to office twice to get worked out. They said it was okay now - insurance would pay balance. At end of 3rd month they have sent to collection agency to get the balance - insurance not paid anything yet because they did not file for it at all. HUGE SCAM. THEY ARE NOT WORTH YOUR TIME, MONEY OR CREDIT RATING. AVOID LIKE THE PLAGUE.
Business response
07/15/2024
Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!
Customer response
07/15/2024

Complaint: 21987843

I am rejecting this response because: nothing done.
Account *********** 01-09-2024
7251 ****** Drive **********, **************; 71105
*************************; ************

Sincerely,

*******************
Business response
07/18/2024
Response attached.
Initial Complaint
07/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
A claim was submitted to my insurance company in November 2023. It was rejected for being over the maximum for the year. I wasnt notified of an issue until June of 2024. I called the insurance company and they informed me that they needed a corrected claim. With the date the permanent detures were received. Aspen refused the adjustment telling me they dont bill for permanent dentures just the temporary ones. The insurance company is telling me the opposite that the claim was submitted for permanent dentures in November. The office manager was adamant about not updating the claim
Business response
07/11/2024
Response attached.
Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
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.
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 $6000.00
Business response
07/09/2024
Response attached.
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Two years ago (1/18/2022) I went to Aspen Dental in ********* (***************************************) for a significant tooth ache. As I had recently had my first visit as a patient on 12/07/21, this was a limited follow up visit to determine the issue. After several xrays, the dentist informed me of a potential problem with a filling that would require me to have a root canal and released me. At the desk, I was asked to pay a $5 "follow up fee" (per the front desk) for the visit. This was paid with my Suntrust card and no further contact was required. On 07/05/2024, I received a $30 bill for the services on 1/18/2022. The bill had been adjusted from $90 to $30 and did NOT show the $5 payment on 1/18/2022. In speaking with the front desk and from some of the literature posted, there was no indication that there would be any further charges unless more visits were scheduled.The bill received on 07/05/2024 would seem to attempt to coerce me into paying another adjusted amount after having concluded my business with Aspen Dental over 2 years ago.I am requesting complete removal of the billing and any related collection efforts by Aspen Dental or their representatives as this matter is concluded.
Business response
07/16/2024
Response attached!
Customer response
07/19/2024

Complaint: 21947605

I am rejecting this response because: My request was to completely remove the billing and drop the charge entirely as all monies owed have been paid. Instead Aspen Dental is seeking to open a new review and "work with me to resolve." There is NO issue to resolve from my end. I strongly request AGAIN that all charges be removed and the issue considered resolved and complete.

Sincerely,

***********************
Business response
07/19/2024
This complaint is under review.
Customer response
07/24/2024

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.
My acceptance is solely of the efforts by Aspen to review the charges and work with the insurance company to resolve the charges.
This in no way represents a complete closure of the complaint. Only the acceptance of the initial efforts by Aspen to resolve.

Sincerely,

***********************
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
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.
February 2024 my husband got dentures from Aspen Dental. At the time we were told they would be covered 100% by the insurance, not to worry about it, and to go ahead and sign the Financial Plan. Today, July 2024 we received a bill from Aspen Dental for more than $1,000.00. According to them the insurance did not cover all of it and we now owe them more money. Are they incompetent, stupid or scammers? We were encouraged to sign the agreement and told they worked with AARP ******** Advantage all the time and we would have no out of pocket costs. SURPRISE, now 5 months later, have a large bill that we cannot afford to pay. I feel we have been lied to and scammed.
Business response
07/08/2024
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
07/08/2024

Complaint: 21939961

I am rejecting this response because:
Additional information you requested:
patient name, *******************
Email: *****************
phone: ************

Sincerely,

*****************************
Business response
07/09/2024
Response attached.
Customer response
07/09/2024

Complaint: 21939961

I am rejecting this response because: it does not resolve anything. It just kicks it down the road for someone else to deal with it.

Sincerely,

*****************************
Business response
07/17/2024
This complaint is under review.
Initial Complaint
06/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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 this
Business 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,

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

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