Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

Customer Complaints Summary

186 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/11/2024
Type:Billing 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 November 18, 2024, I received a treatment plan from Aspen Dental in *********, **, totaling $5,609.00. After an insurance discount of $971.00 and an insurance benefit of $700.60, my remaining financial responsibility was calculated to be $3,937.40.On the same day, I paid $2,362.44 via CareCredit as part of the treatment plan. However, I was subsequently charged an additional $1,574.96 for future services, which I have not yet received. According to the financial agreement I signed, payments for out-of-pocket costs are only due as services are rendered. This charge violates those terms, and my verbal request.
Business Response
Date: 12/12/2024
Response attached.
Customer Answer
Date: 01/21/2025

Complaint: 22666346

I am rejecting this response because: On November 18, 2024, I visited Aspen Dental in *********, **. The o?ce manager, ****** *******, discussed payment options and asked me to sign a receipt for $2,362.44 billed to CareCredit and $1,574.96 labeled as cash. Taelor explained that the $1,574.96 was a placeholder as part of a flexible payment plan and assured me it would not be processed immediately. I later discovered that $1,574.96 was charged to my CareCredit account on the same day without my knowledge or authorization. This contradicted our agreement and caused significant financial hardship. When I disputed the charge, Aspen Dental failed to provide a clear explanation. I have also learned of similar complaints online against this Taelor involving billing misrepresentation. I believe this action constitutes unauthorized use of my account and request an investigation to prevent further harm me and to others.

Sincerely,

******* ******
Business Response
Date: 01/21/2025
This complaint is under review.
Customer Answer
Date: 01/22/2025

Complaint: 22666346

I am rejecting this response because:
I do not accept "we are reviewing" as a response. This feels like an attempt to deceptively close the matter without resolution.

On January 21, I requested email communication during my conversation with Taelor. Instead, I was talked over and informed that all services in my treatment plan were completed. Taelor also invited me to visit the office, but based on concerns regarding aggressive behavior and escalation to authorities, as mentioned in reviews, I do not feel comfortable doing so.

When corresponding with *****, I was told that treatments remain. There are no treatment dates listed, which is highly concerning.

I expect an immediate reversal of unauthorized charges to my Care Credit account. I do not expect to be billed further or to have any charges processed going forward.

Sincerely,

******* ******
Business Response
Date: 01/22/2025
Please allow additional time for the office to come to a resolution and reach out to you.
Customer Answer
Date: 01/24/2025

Complaint: 22666346

I am rejecting this response because: there is no resolution.

Sincerely,

******* ******
Business Response
Date: 02/17/2025
The patient was informed that she was refunded.
Customer Answer
Date: 02/17/2025

Complaint: 22666346

I am rejecting this response because: $127 isn't the total

Sincerely,

******* ******
Business Response
Date: 02/20/2025
If you believe the refund was incorrect, please contact the office directly.
Initial Complaint
Date:12/03/2024
Type:Billing 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 11/2/24 I had an appointment at Aspen Dental. I was not informed of treatment that was not covered by my insurance. I was told that I needed this treatment done. Aspen Dental preformed 5 treatments of ******* at $110 each. After my appointment I was told my balance, which was $875. I was offered a payment plan, I just had to sign on their iPad. After my appointment, I found out their payment plan was actually a credit card, Care Credit. I was billed for down payments for future appointments and treatments that my insurance did not cover. I canceled my future appointments and was refunded those down payments. Aspen Dental preformed treatment that they said I needed without consultation and without informing me that I would be responsible for payment.
Business Response
Date: 12/11/2024
Response attached!
Initial Complaint
Date:12/02/2024
Type:Billing 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.
11/28/2022 Tooth Extraction Went to Aspen Dental to have a tooth extracted. At that time all my insurance information was provided and they contacted my insurance company to verify my procedures would be covered.Dr. ***** ***** ********* then consulted with me and appointments were set up for my tooth extraction. She extracted my tooth and then advised I did not qualify for a Bone Graft so they would have to do a bridge. As time went on and I was getting billed I called my insurance provider who advised me the dentist who puled my tooth was NOT IN NETWORK, so my insurance provider denied the claim. My Insurance Provider is Liberty Dental. I am still being billed by Aspen Dental for this. I have been calling them for the past 2 years and just getting a run around.
Business Response
Date: 12/10/2024
Response attached!
Initial Complaint
Date:11/22/2024
Type:Billing 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 treatment at the ************************************** clinic on 12/28/2023 due to a toothache. The clinic informed me that all three of my teeth needed to be extracted. In fact, the doctor directly said that they couldnt save one of the teeth, and all three teeth were extracted at once. A year has passed since then, and I visited another dentist regarding other issues with my teeth. This dentist told me that extracting all three teeth at once was an extremely risky procedure and that it wasnt normal. He also asked for my past treatment records from Aspen Dental. According to the doctors diagnosis, two of my teeth were extracted unnecessarily. I have lost two organs for no reason. Another ******* *** is a professor, made the same diagnosis. When I contacted the regional manager of Aspen Dental, they told me that they could only reduce my outstanding debt by $2000 and that they would not assist me with implants.I am a student here, and I am currently looking for a good lawyer. However, before doing so, I wanted to share my grievance with your organization, trusting that you would help. I know how important patient and human rights are in the *************. I am requesting that my grievance be addressed. I would greatly appreciate it if you could contact me again via email. I will also attach the X-ray of my extracted teeth.
Business Response
Date: 12/10/2024
Response attached!
Initial Complaint
Date:11/14/2024
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 went to aspen dental *************************************************************** ph-************ back in ******************************************************************************************************************* the front. i had the post implanted and i came to the office about evry three months for xrays. they said the implant looked good. when i went in to recieve my tooth they said the implant had failed. iam pretty sure this was the ******* ***** implant and the ******* would later relocate right after my failure. i never saw him again in the office. the implant costed around 6000. the ******* office applied the amount to a credit care card that is a credit card because i could not afford this amount. i have insurance trough the healthcare marketplace. the new ******* said that a second implant should work. after the second ******* placed the implant it got an abcest and faild one week later. i never saw this ******* again as well. the third ******* who removed my second faild implant told me she was gonna talk to the owner of the office and at least have my last implant cost refunded. i waited two monts before i contacted them to see if anything had been decided. when i called to check on it they were very rude, placing blam on me because i agreed to services. i still have no front tooth and iam in a lot of debt because of it. the ******* office said they could give me a discount on another implant was alll they could do
Business Response
Date: 12/04/2024
Response attached.
Initial Complaint
Date:11/14/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Date: Procedure started June, 2025 Price: Over $5,000 I had a bridge to replace four teeth. After the first bridge was placed in my mouth, it broke two days later. Dentist then told me that it was because of a slant in my mouth so she had to build up my tooth in order to redo the bridge. After the bridge was placed in my mouth, it was uncomfortable to use it because it felt unnatural to chew on that side; thus, I was using the opposite side to eat. When I went in for cleaning, I had a sore spot on my gum where the bridge was. The hygienist gave instructions on how to get rid of soreness. I asked to speak with the dentist on this day but was told the dentist could not see me. Too busy. I did start making attempts to chew on the side with the bridge as instructed. I was still having problems so I made an appointment to see the dentist. The dentist said the tooth she had connected the bridge to had a fracture. I informed the dentist that I didnt nothing to cause a fracture. The office manager brought me a printout showing when I would now need to get n implant at a cost of $10,000. I told the dentist I had no more money. She said she would talk with the surgeon and call me back that evening. After a week and no call from her, I called back and talked with the office manager. He said he would call me back the following Monday. He also said the dentist doesnt call patients. I told him that is not what she said. Monday came and went. No return call from the office manager. Today, Wednesday, I called the office manager. He put me on hold for 15 minutes and when he came back on the line, he said they would use the $5,000 I had already paid and it would cost me another $2,600 pit of pocket. I explained I didnt have the money and I also told him I felt they should eat the $2,600 because the dentist cracked that tooth during her procedure. He nastily advised this was not going to happen. I asked to speak with the doctor or someone who could make this decision. No luck. HELP
Business Response
Date: 12/04/2024
Response attached.
Customer Answer
Date: 12/05/2024

Complaint: 22552757

I am rejecting this response because: I have not been contacted by Aspen Dental for a resolution.
Thanks for your assistance.

Sincerely,

******* ********
Business Response
Date: 12/06/2024
The office is currently discussing a resolution. Please allow additional time.
Customer Answer
Date: 12/10/2024

Complaint: 22552757

I am rejecting this response because:
I spoke with someone stating she was another manager, Friday. We spoke of resolutions but stated she would need to check with the doctor, and that she would call me back. I havent heard back from her yet. I expected a response from them today. Whatever they plan to do, I would like to have it in writing. Thank you.
Sincerely,

******* ********
Business Response
Date: 12/11/2024
This complaint is under review.
Customer Answer
Date: 12/12/2024

Complaint: 22552757

I am rejecting this response because:

I have not had a follow up response for resolution to date.

Sincerely,

******* ********
Business Response
Date: 01/07/2025
The patient was seen in the office and spoken with directly. If there are further concerns, please call the office directly. ************, option 2.
Customer Answer
Date: 04/03/2025

Complaint: 22552757

I am rejecting this response because: When I spoke with the office manager, they gave me a temporary crown as I was waiting for the permanent to come in. I told them that this temporary is uncomfortable and awkward and was advised that the permanent crown, which was supposed to come in March, will be thinner. I was also told I would receive a refund, but not the amount of the refund. When I called to follow up on this, I was told that the temporary is all that I am getting and this case was closed.

Sincerely,

******* ********
Business Response
Date: 04/04/2025
The patient was seen in the office and spoken with directly. If there are further concerns, please call the office directly. ************, option 2.
Customer Answer
Date: 04/15/2025

Complaint: 22552757

I am rejecting this response because: Aspen Dental pulled the tooth they messed up in my mouth because it was now loose ( because of their negligence). I was told the socket needed to heal before I could be fitted for the permanent retainer. Therefore, I was given a temporary retainer. It was explained that the temporary retainer would not fit as well as the permanent retainer but I was to wear it in o der to get used to having a retainer in my mouth. I expressed concern about the metal wire showing and was told they would be fitting me with a white wire that wouldnt be noticeable.

I was also told I was owed a refund. I asked how much of a refund. I was told, this would be figured out afterwards, which didnt make sense. All of this conversation was with their female office manager.

My permanent retainer was supposed to be back in March. I never heard from Aspen Dental informing me my retainer had arrived. When I called to inquire, I was told they were not doing any further work.

Attached are pictures of the temporary retainer. (Im calling it retainer which may not be the correct term).

Thank you.

Sincerely,

******* ********
Business Response
Date: 04/15/2025
The patient was seen in the office and spoken with directly. If there are further concerns, please call the office directly. ************, option 2.
Initial Complaint
Date:11/13/2024
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.
Had a full dental work up completed May 6, 2024. The cost to complete all work came to $7500, paid everything up front. I wanted my front teeth worked on first. They insisted on pulling teeth instead. Came back to have the root canal, fillings and crowns completed and the told me it would cost an additional $3500. I had the root canal completed at that time. I was not happy they were charging an additional $3500 and asked for a temporary instead of the crown. They said they would order the crown when I called back to make a follow up appointment. I called to have the credit balance of $2104 refunded and they will not refund the full balance. They said they have already ordered the crown and I have t pay for it. We agreed during the root canal appointment the crown would not be ordered until I called back. I am due the $2104. How can I get my funds refunded and they be held accountable?
Business Response
Date: 11/21/2024
Response attached.
Initial Complaint
Date:11/11/2024
Type:Billing 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 am writing to formally file a complaint regarding overcharging by Aspen Dental Riverview, where I have been a patient for several years. On August 15, was recommended a procedure involving eight antibiotic injections into my gum treat an infection. Both dental hygienist and office manager went over the total cost of the treatment which my insurance will cover $85 per shot and the reminder out of pocket $24 per shot. I agreed to cost and completed the treatment on 8/15/24. A month later, I received an invoice for $670.00, $85 for each antibiotics shots plus other charges. I contacted my insurance provider (Delta Dental) who stated that they do not cover such treatment. I have attempted to resolve this issue by contacting the office multiple times, but my calls have gone unanswered. Additionally, I have left messages with the corporate office and had tickets created on October 22 and *************************************** but I have yet to receive any response.I believe this situation not only reflects poor customer service but also raises concerns about potential deceptive billing practices. I would appreciate your assistance in addressing this matter.Aspen Account#
Business Response
Date: 11/11/2024
Response attached.
Customer Answer
Date: 11/19/2024

Complaint: 22530694
Thank you for getting back to me regarding this matter. I am rejecting this response because:
The Aspen Dental **************** has failed to contacted me as of November 19 10:30 AM. Your attention is highly appreciate it.
I can be contact at ************ during regular bussiness hours.
Sincerely,
***** *****

***** *****
Business Response
Date: 11/19/2024
This complaint is under review.
Customer Answer
Date: 11/22/2024

Complaint: 22530694

Hello, when can I expect a follow up call regarding this concern?

Sincerely,

***** *****
************.
Business Response
Date: 11/25/2024
The patient was spoken with on 11/19 by the office manager.
Customer Answer
Date: 11/25/2024

Complaint: 22530694

During the conversation on 11/19 with an office manager, I requested some kind of billing adjustment/discount. Office manager replied he was going to work with his leadership and attempt to acomodate some type of billing adjustment. Office manager agreed to a follow up call on 11/20 to further discuss. There has not been further comunication.

Sincerely,

***** *****
Business Response
Date: 11/26/2024
I will forward this along to the office. Thanks!
Initial Complaint
Date:11/05/2024
Type:Billing 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.
Approximately 6 months ago I received extensive procedures from Aspen Dental. I called to schedule my next appointment and was told that there was an outstanding balance on my account and to call back in 3 days when I called back I was told that an appointment could not be made until my insurance company paid for x-ray that the office neglected to submit along with the rest of my paid bill. I called today to explain that I am in pain and need to be seen to at least take care of possible infection. I was told their system will not allow them to schedule an appointment until the balance is paid which could be 30 to 40 business days. The balance due is out of my hands and is the fault of the office neglect. I explained this to them and was told the office manager is aware and nothing they can do.
Business Response
Date: 11/21/2024
Response attached.
Initial Complaint
Date:10/30/2024
Type:Billing 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 am writing to bring to your attention an issue concerning my Dental account with **********************. I called today 10/30/2024 to make an appointment. Upon my request to make an appointment I was informed that I had an outstanding balance of $154 dated from May 9, 2023. I asked if the insurance company was billed. Why I was not notified of the outstanding balance. I was informed by the representative that they had a glitch in the system which wipe out all the insurance information. I explained that I have had the same insurance since my first visit with them. She did indicate that now that she had my insurance on file, they would try to enter a claim for the services. However, after speaking with my insurance the claim would be 1-year 1/2 old. That claim would be denied. I am writing requesting assistance in possibly getting this bill waived. I was never notified of an outstanding bill. I was informed on this call that the bill was sent to collection on May 28, 2024. I do understand that it is standard practice for a creditor to inform account holders of any overdue balances before taking such action. However, I did not receive any communications regarding the status of my account , which has led to this unfortunate situation. i would like assistance with getting this charged waived as it would have been covered by my insurance. i would appreciate your guidance on how to address this matter effectively. Specifically, I seek assistance in understanding my rights in this situation and any steps I can take to rectify this issue.Sincerely,
Business Response
Date: 10/31/2024
Response attached.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Aspen Dental is NOT a BBB Accredited Business.