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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

    • 187 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:09/26/2024

      Type:Billing 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 have never received an itemized invoice from Aspen Dental for services rendered. I have two insurance companies, ****** and ********. I was billed an additional over $10,000 thru a Care Credit card. I am paying $283 per month towards the credit card. I have no idea what was covered by my insurances

      Business Response

      Date: 09/27/2024

      Response attached!

      Customer Answer

      Date: 09/30/2024

       
      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

      Date:09/23/2024

      Type:Product 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.
      Aspen Dental has received a total of $2811.00 from me for dental work performed. $2000.00 of this was paid in cash for which I have and have attached receipts for you.Aspen Dental billing states they did not receive one of the $1000.00 cash payments. The local office said they sent it to them again last week.Aspen Dental is continuing to deny having received this payment. I am at a loss on what I can do about this because this is alot of money for me and Aspen Dental is stating I owe them money when, in fact, I overpaid.

      Business Response

      Date: 09/24/2024

      Response attached.

      Customer Answer

      Date: 09/25/2024

       
      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

      Date:09/17/2024

      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.
      January of 2023 I received treatment for a root canal and crown. I had never had this procedure done before and was speaking to a coworker and i told them how much it bothered me about 10 months after. I thought it was normal. January of 2024 i went back (part of the delay was the faxt that the office personnel is rude and condescending). The dentist asked me if i grinded my teeth at night. I told him i don't know I'm sleeping. He filed the crown down a little and had me by a night guard for $300. The discomfort continued. About a month ago my gum area above the root canal started hurting. I went to other dentist the other day and discovered that the top of the root was all deteriorated and infection. Each time ive gone to the dentist they have done xrays. I asked for copies of all of them after being told this and going to an oral surgeon. I now have to have it pulled for $1270 and if i can come up with another 5k have an implant put in. I have had issues since the first procedure. Unbelievable!

      Business Response

      Date: 09/19/2024

      Response attached!

    • Initial Complaint

      Date:09/09/2024

      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.
      Quoted price, they took payment then raised price $2000. Bait and switch. Crooks!!!!!

      Business Response

      Date: 09/09/2024

      Response attached.

    • Initial Complaint

      Date:09/06/2024

      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.
      Dear BBB representative,I obtained dental service work from Aspen Dental on 8/2/23, 2/21/24 and my son on 8/3/22 and 9/20/23. I have Delta dental insurance and I made sure what the insurance covered and I paid the difference fully at the time of the service.However, they keep sending me bills every month saying that I owe more money. I keep paying a partial amount each month. But, the funny thing is they keep increasing the bill each month adding some services to it. I can not take this anymore. I have attached the statements they sent me and a screenshot of the payments I made for the past few *********'s a bad businees practice to send more bills after the service as I have paid the total amount I owe after the insurance coverage. It's a worse business practice to change the bill every month.Please help resolve this issue. I have attached all the statements I recieved. You will see how randomly they add items to the bills. Thank you.********

      Business Response

      Date: 09/11/2024

      Response attached!

    • Initial Complaint

      Date:09/05/2024

      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.
      keep getting a bill for over 200 dollars have spoken with my ******** provider and have been advised that the total bill should have been 97 dollars for both services have spoken with people from aspen dental and told they needed eob this has been sent several times i would like this resolved acc# ********* thank you

      Business Response

      Date: 09/06/2024

      Response attached.

    • Initial Complaint

      Date:09/05/2024

      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.
      I went to aspen dental March 28 2024.. Havent been to the dentist much since a teen. Before going to aspen dental I went a dentist in ************** where they determined I had gum decease which they took care of until I exhausted my insurance then lost my job and moved out of *****. So back to aspen dental they also told me I had gum decease. They claimed the whole treatment would be 5500$. Since I have better insurance with the post office I said okay. Insurance was to pay 3400. I was to pay 2400 with the retail Fortiva credit card I qualified for so I could make monthly payments instead of paying the whole 2400 at once. They cleaned my mouth that first appointment. They called me to cancel my 2nd appointment in July and I wasnt able to schedule another appointment until August. Now May 28 2024 I caught a really bad gum infection which I dont understand how after deep cleaning my mouth and using products giving by them to prevent further infection etc. So I go back for my 2nd appointment finally in August. They told me I owed them 850$ and that the 5800$ treatment was exhausted. Now Im not a dentist nor anything close. But I do know money and theres no Fning way a deep clean costed 5800$ with literally nothing else but the deep clean itself. They super upcharged for a deep cleaning. I was thinking it was suppose to be a treatment with a cleaning and them monitoring the situation for a few months. They are saying there is nothing that can be done I really need help this isnt legal what they are doing at this place

      Business Response

      Date: 09/10/2024

      Response attached!

    • Initial Complaint

      Date:09/05/2024

      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.
      I went in to the aspen dental office in *********, ** on May 9 2024 for a perio maintenance cleaning. I was told that I would have to pay $230.00 up front before any cleaning could be done, which I paid with my *************** credit card. I then saw the hygienist and the dentist and they recommended a deep cleaning instead of a perio maintenance cleaning. Ihave been going to to this office for several years, and have several cleanings including a deep cleaning. I did not receive any type of treatment or cleaning on May 9th, nothing was done that day. I was then scheduled for a deep cleaning on July 9th 2024 at 2:00PM. I was told by the office staff that the $230.00 that I had paid would go towards the treatment on July 9th. I called a few few days before July 9th to confirm my appointment, I usually got an email or text to confirm but nothing this time. When I called, I was told the hygienist would be in ******* that day and not available. I asked them to please refund me the $230.00 that I had already paid and they said that they would look into it. I spoke to my insurance company for dental, ******, and said that I needed to pay $15.00 for a Co pay on May 9th, and thats all. A reference number was given to me from ****** about this transaction which is #**************. Over several months I have spoken to *******, the office manager and Bianaca..and asked for a refund ..I have been told on numerous occasions that they have sent a ticket to their insurance and claims department, I have heard nothing. I have tried working with them, I have been patient and Ive been put off time after time. All I want is the $230.00 refund that I paid them for the treatment that I never received . They can bill me for the $15.00 Co pay that I do owe, Thank you.

      Business Response

      Date: 09/08/2024

      Response attached.

    • Initial Complaint

      Date:09/04/2024

      Type:Product 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.
      On October 10, 2023, I had an appointment with Aspen Dental of ********. During this consultation, I was informed at the next appointment scheduled for October 18, 2023, I would have to have a scan and that half of the $499.00 would be due at this time. On October 18, 2023, I had a scan and at this appointment, I paid $260.00 cash with the remaining balance due when the sets of retainers were complete. I was not given a specific date or time for the mold sets, but advised that it would time to have this process complete. However, after waiting without any contact from Aspen, in March of 2024, I called Aspen ***********************, *** to inquire about the process and was informed that they had switched companies (???) and that they were unable to locate my record. However, I was invited to come back and have my mouth rescanned for a set of retainers. So, in March 2024 I went through the scanning process again. However, when I called in June 2024, I was told to call back. I have tried (unsuccessfully) to contact Aspen Dental's local and corporate offices but all to no avail. I am requesting a full refund of the $260 the money that I paid for services that I have not received. Aspen Dental mishandled my record then did not complete the services that they agreed to. Therefore, I am requesting a refund of the payment that I made on October 18, 2023 for incomplete services. I would appreciate your help in this matter. Thank you.

      Business Response

      Date: 09/05/2024

      Response attached.

      Customer Answer

      Date: 09/06/2024

       
      Complaint: 22237997

      I am rejecting this response because: I HAVE NOT RECEVIED A REFUND!!!

      Sincerely,

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

      Business Response

      Date: 09/06/2024

      This complaint is under review.

      Business Response

      Date: 09/17/2024

      Refund was mailed to the patient via check on 9/9/24.

      Customer Answer

      Date: 09/17/2024

       
      Complaint: 22237997

      I am rejecting this response because: I am rejecting this response because: I HAVE NOT RECEVIED A REFUND!!!

      Sincerely,

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

      Customer Answer

      Date: 09/20/2024

       
      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 received a check from Aspen in the amount of $260.00.


      Sincerely,

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

    • Initial Complaint

      Date:08/30/2024

      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.
      On 8/28/2024, I contacted Aspen Dental for a dental emergency. I had a fractured tooth that was causing extreme pain that woke me up at night and made eating very difficult. Aspen Dental coordinated with my insurance company and they got me an emergency appointment ASAP. I went to my appointment and they did numerous x-rays and a panorex x-ray. I told them numerous times that i was there to have my damaged tooth fixed. They assured me that they would address that when they formulate a treatment plan for me. Finally I met with the Dentist. She was very friendly and seemed sincere. She looked in my mouth and pressed on a few of my teeth. Her physical exam lasted about two minutes. She then started explaining all of the problems that existed with my teeth. She described all the work that would need to be completed to fix all of my teeth. I once again explained that I was there because I had been having severe pain in my tooth and that I needed it fixed. She then told me I would meet with a treatment plan coordinator to schedule and start treatment. The treatment coordinator broke down an extensive plan for treating my teeth. Total cost of this treatment would be $38,512 ($11285.65 with insurance). She then told me that they would not be able to help me with the fractured tooth that brought me there in the first place. She said that I would need to find an Endodontist and they would send them a referral. Needless to say, I left very frustrated and still in pain.

      Business Response

      Date: 09/03/2024

      Response attached.

    Aspen Dental is NOT a BBB Accredited Business.

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