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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

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Aspen Dental has 18 locations, listed below.

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    Customer Complaints Summary

    • 188 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/05/2024

      Type:Billing Issues
      Status:
      Answered
      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:
      Answered
      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.

    • Initial Complaint

      Date:10/21/2024

      Type:Billing Issues
      Status:
      Answered
      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 was told by Aspen Dental in ************ that the told cost of my dentures, including extractions, would be $10,000. My insurance would cover $2,000, which they did, I was responsible for $3.000. which i paid, and have receipts for both, and the balance would be covered by "insurance discounts." Six months later, they are showing a balance owed of $3300. They kept telling me that until all the credits are applied, they cannot schedule my appointment for my final dentures but are unable to tell me how and when they will do that. Yesterday, *******, the office manager told me that I am responsible for the balance. She offered to "split it with me". Unacceptable! Now I am stuck with dentures that don't fit. and I am unable to chew a simple piece of bread. They are the ones that estimated the discounts, I have no idea how they do that, but the numbers are purely their mistake. I want them to finish the job!

      Business Response

      Date: 10/22/2024

      Response attached.

    • Initial Complaint

      Date:10/21/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Since June I attended this location. I paid 700 upfront. I have 2 insurance one through my employeer and 2nd from my husband. Since day 1 they were billing wrong, using my husband as patient and using my insurance as his primary. I TOLD them and showed them the claims from my phone. I had 2 root canals and 3 crowns, the last crown they put on my in September is defective and they told me they would make a new one and to come back, so they seal it temporarly. For the last 3 weeks I am trying to get a hold of someone and NO ONE pick up the phone. Last time I was told claims were being denied from my 2nd insurance and I was not allow to be seen anymore. So I get hurt because they can't bill correctly? Even when I told them? Also one claim was denied for lack of proof, which they should have plenty! So upsetting I did nothing wrong but I have to pay the price

      Business Response

      Date: 11/08/2024

      Response attached!

      Customer Answer

      Date: 11/08/2024

       
      Complaint: 22442232

      I am rejecting this response because:
      No one has attempted to reach out to me. And I don't want to talk to them via phone call and losing the visibility and record of the conversation.

      I would like them to reply to this complaint through BBB.

      Sincerely,

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

      Business Response

      Date: 11/11/2024

      It is not the office that is responding to you through the BBB. The office can only reach out to you directly.

      Customer Answer

      Date: 02/03/2025

       
      Complaint: 22442232

      I am rejecting this response because: Between July-September 2024 I had 3 crowns done in my mouth at Aspen dental. I already had to file a complaint because they were refusing to put the 3rd permanent after they submitted all claims wrong and were not getting paid. However, that was resolved thanks to BBB mediating, they reached out and I got it done. But a month after one crown was in place I had a terrible swelling ocurring and went to a new dentist, who sent me to an endodontist to check. They cleaned around the molar with the crown and whatever was under the gum was removed. Now, I went to have my cleaning today at my new dentist and he mentioned he noticed when I went back the last time that the crown has a gap, meaning is not covering the entire molar and is a high risk of infection and bacteria, so I need it redone. Not only that, but the other crown on top of it also has a gap! When Aspen put these on, xrays were taken after they seal them, however no one notice apperantly. Given this was done not even 6 months ago, my insurance won't pay for another crown. What is worst, my insurance has no record of claims for me for this procedure because Aspen never fixed them even though got paid which is fraud, since the claims are for a person who never got those services done. I have attached the estimate I was given to get these 2 crowns re done, money I want from Aspen since they should have caught this the minute they looked at the xray. And is work that has been done less than 6 months ago. I am now in a high risk of cavity under not one BUT 2 crowns that were not propertly placed.

      Sincerely,

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

      Business Response

      Date: 02/03/2025

      This complaint is under review.

      Business Response

      Date: 02/20/2025

      I will forward this information to the office.

      Customer Answer

      Date: 02/20/2025

       
      Complaint: 22442232

      I am rejecting this response because:

      I am still waiting for resolution.

      Thank you

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

    • Initial Complaint

      Date:10/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Aspen has committed insurance fraud and charged myself and my insurance multiple times for visits I didn't schedule, procedures I didn't have done. I've had my inplants a year and after trying to get the job finished they said I owed an additional 750 dollars for a "billing error" that I nsurface didn't pay, 8 months after the fact. The item was a third implant of which I only got two. Now with pain from my implants exposed they refuse to even look at me until the amount it paid. The receptionist is challenging to talk with about this.

      Business Response

      Date: 10/18/2024

      Response attached!

    • Initial Complaint

      Date:10/14/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Aspen Dental collected money from ******* in my behalf after categorically telling Aspen on my first visit that I do not need the suggested dental service, and that my application for credit from ******* should be cancelled. Aspen said they would cancel the form but did not. instead, Aspen generated fake dates of dental service provide forms, copied and pasted my signature on the forms and spread the money collected over fake dates of dental services.After repeated visits to Aspen Dental office to discuss the issue, Aspen refused to refund the money back to *******. Aspen is even asking me to pay interest on the money that was collected without my permission. ******* is threatening to report me to credit agencies, and this would affect my credit rating. I need help so that Aspen can refund the money collected promptly.Please note: on this form, the amount ($20.00) was stated in order to allow me to submit this letter since letter was rejected without a stated amount in the Enter the amount of money you paid the business (optional) box . A patient's first visit to Aspen Dental is at no cost.

      Business Response

      Date: 10/16/2024

      Response attached.

    • Initial Complaint

      Date:10/14/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      wisdom tooth was extraction and small bones was left in the gums, i was told that it would disssolve to this day, my gum are very irrated and lots of discomfort when the abset opens the fluids is very toxic and drains down my throat and causes alot of health issues, i tried speaking with someone at the front desk but these ppl are very rude

      Business Response

      Date: 10/16/2024

      Response attached!

    • Initial Complaint

      Date:10/14/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 at in ********** July 1st as I needed a tooth pulled. They did the initial workup then scheduled me to return July 3rd for an extraction. I returned, had the extraction done. They showed me my x-rays, laid out a plan to remove the remaining 9 teeth on my lower mouth. I came July 11th where they took an impression of my lower teeth. I was scheduled to come back in July 18th for the extractions. I left with an immediate plate, was told to come back July 22nd for a checkup. I came back the 22nd & everything was healing fine. I told them the teeth were very uneven. They told me that would fix itself as my mouth healed. I was set an appointment for August 21st to come in for a soft reline & any adjustment I might need. August 13th they called me to tell me that they were having staffing issues & needed to reschedule my appointment. She said they would call me back to reschedule as soon as they could. I heard nothing. The lining they did came out. I had to figure out how to do a reline myself. I repeatedly tried to call them to let them know that the dentures were still very bad. As I was trying to eat with the uneven teeth hit my top teeth & chipped one of my top front teeth. I then started trying to get ahold of them even harder to no avail. I even tried emailing them & received no reply. For the past week my tongue on the left side has felt like it was being cut and my gums were very sore on the left side.10/8/2024 I was speaking to my fiance when my mouth suddenly felt very weird. I asked him to give a second. I pulled the bottom plate out to find that it had BROKEN while in my mouth. It cut my tongue and my gums. I have tried repeatedly to call Aspen Dental today to no avail. I finally tried customer service then corporate hoping to get someone to help me. They made a 'ticket' for my problem & told me to call back in a week or two if no one calls me. I am going to have to find a place to get a new plate & will have to pay for a second plate.

      Business Response

      Date: 10/16/2024

      Response attached!

      Customer Answer

      Date: 10/16/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 22401502, and find that this resolution is satisfactory to me.

      Sincerely,

      Brandie Noblitt

    • Initial Complaint

      Date:10/14/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Went to Aspen dental at *************************************** *******************************. The phone number is ***********. I was told all my upper teeth had to be removed. Had the oral surgery was fitted with dentures and sent home. Went back in in July because dentures were way too big. Attempted to have them fixed four times and was told to push my lower jaw forward and she put a bunch of stuff on the dent stuck at the roof of my mouth when I try to remove it it tore the skin off the roof, my mouth. Ive been trying since July to resolve the situation. I had to do a chargeback on my credit card. Even after doing the chargeback, I said that I would pay for the removal of the teeth, but not the dentist. They will not honour that. Every time I call now they just hang up on me.

      Business Response

      Date: 10/16/2024

      Response attached!

    • Initial Complaint

      Date:10/03/2024

      Type:Billing Issues
      Status:
      Answered
      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 of transaction: 9/27/2024 Amount paid to Aspen Dental: $700.00 Commitment of business: To properly & correctly bill me only for services provided and not bill me in advance for services 4-to-5 months in the future; to correctly file claim to my dental insurance company using correct IN-NETWORK Tax ID Nature of dispute: Three-fold 1) Pushed medical unnecessary dental services 2) Billing for deep cleaning 4-to5 months in advance, going into the 2025 dental plan year 3) Refusing to treat me unless I paid for cleaning scheduled 4-5 months in advance 4) Fraudulently filing a claim with Humana Dental Plan using falsified tax ID for Out-of-Network charges, even though the dentist that saw mewas IN-NETWORK!5) ACTIVELY REFUSING TO GIVE HUMANA DENTAL PLAN THE CORRECT TAX ID.THIS IS ABSOLUTE FRAUD - BILLING MY ****** FOR OUT-OF-NETWORK PRICING WHEN ASPEN IS IN-NETWORK! THIS IS FRAUD AT THE HIGHEST LEVELS!!!!ASPEN DENTAL CANNOT BE TRUSTED!!!!

      Business Response

      Date: 10/07/2024

      Response attached!

    Aspen Dental is NOT a BBB Accredited Business.

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