Business Profile

Dentist

Aspen Dental

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Complaints

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

Customer Complaints Summary

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

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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:09/04/2024
Type:Product Issues
Status:
ResolvedMore 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 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:
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 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.
Initial Complaint
Date:08/27/2024
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 was told I needed teeth scaling and root planing. They were to do half my mouth and then I would go back for the other half. I went in and paid $432.00. The Dental Hygienist scraped a couple teeth, squired some liquid in my gums and I was in and out in 20 minutes. I went in 2 days later to have the other side done. Same thing only this time it took about 10 minutes. I knew something wasnt right. I asked my dental insurance if this was right and I was told each quadrant should take 60 to 90 minutes. I should have been in there at least 2 hours not 15 to 20 minutes. Clearly the procedure wasnt done correctly. My teeth werent even clean. I filed a complaint through my insurance but Aspen Dental is constantly calling me and sending bills. Im not paying for a service I never got.Aspen Dental in **********, **
Business Response
Date: 08/28/2024
Response attached.
Initial Complaint
Date:08/15/2024
Type:Product Issues
Status:
ResolvedMore 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.
Some corporate dweeb thought it was a smart idea to replace world-class customer service staff with some code-jockey's failed attempt at writing software. There is no way to find the address of the corporate office so I can write a letter. Issue: local office refunded an insurance overpayment to a closed account. Now my $1,068 refund is lost somewhere. The local office has no way of contacting corporate to find out what happened to that refund and refuses to issue a check until corporate says so. Referred to patient because local finance officer cannot do his job. I want my refund.
Initial Complaint
Date:08/14/2024
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 was quoted almost 2000 dollars for my implants after insurance I paid that months later I got A bill for 780 and change I called then they said it was extra charges and some the insurance did not pay so I paid it now I just got another bill for 316 and change Im not sure why they keep on billing me more this was done last October makes no sense.
Business Response
Date: 08/20/2024
Response attached!
Customer Answer
Date: 09/25/2024

Complaint: 22140436

I am rejecting this response because: they have not resolved anything I still paid them way over the estimate of 2000 in the beginning

Sincerely,

******* ******
Business Response
Date: 09/26/2024
This will be reviewed further, and the office will contact the patient.
Initial Complaint
Date:08/01/2024
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 appeal the additional charges on my dental bill for services rendered on 5/17/2024. The only procedure I authorized and signed for that day was a tooth extraction, which I paid out of pocket for a total of $357.70 on my discover card. I did not sign any other documents authorizing additional procedures, nor was I informed of any other services being performed. Upon receiving my bill, I noticed charges for procedures I did not consent to or request. This is an error and request that these additional charges be removed from my Aspen dentals end as well as Synchrony (CareCredit) account. Enclosed are copies of the receipt for the tooth extraction and any other relevant documentation to support my claim.
Business Response
Date: 08/02/2024
Response attached.
Customer Answer
Date: 08/02/2024

Complaint: 22074193

I am rejecting this response because: I have tried multiple times on my end to contact Aspen dental in ******** regarding this matter even had my dental insurance company Atnea on 3 way with them to have them get situated this matter. Aspen dental hasnt payed back the full amount to care credit as I canceled this less than 24 hours before going through with anything. And I do not own back Aspen dental anything due to I only signed to get my tooth extracted. Nothing more.! The front desk lady that day when I went in there to get my tooth extraction I told her specifically I only wanted my tooth out since it was bothering me for months. I never signed anything that day only the receipt that I charged on my discover card. I do not want this to hit my credit because of there lack of communication with me, the dentist crew, and care credit.

Sincerely,

*******************************
Business Response
Date: 08/02/2024
This complaint is under review.
Initial Complaint
Date:07/29/2024
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 went to Aspen for emergency tooth removal 4/8 and 4/17. They told me my insurance would cover some of the costs; ie Xrays. I paid out of pocket the rest of the cost. I came back to discuss an implant on 4/17. They told me the cost would be *****. I asked about the 25% discount and was told no b/c I had insurance which would commensurate to the cost. I went to the dentist to begin the implant procedure and they recharged my credit card. They claimed the cost of the procedure was over 5000. So they essential were dishonest and my insurance does not cover implants. ******, the office manager was quite nasty when I pointed out her dishonesty. I stopped payment on my care credit card for both procedure for it was incomplete. I have swollen gums and some of the bone grafting has fallen. I. am going to another dentist this week for a second opinion. You request for the monies laid out for the procedure. Again know I stopped the money going through w/ the credit card company under 'dispute'. The job is incomplete.
Business Response
Date: 07/31/2024
Response attached.
Initial Complaint
Date:07/29/2024
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.
Aspen dental did a flipper tooth for me they had a refund policy if you are not satisfy you return it youget yourmoney back, i return the flipper in person to there office manager there was 2 witness the manager said she will credit my card she even send me an email saying she was going to credit my card she never did i end up disputing it my card and won. almost a year later they send me to collections the new office manager tried to help me and apologized he was not succesful either aspen dental didnt listen to him either. I call corporate and a manager was so post to call me back and never did. I call and call and wait on the phone and nobody has authority to fix the problem all they do is apologized. They still have me owing over $500 i DONT OWE THEM anything. They need to do there job and quite billing me for something i returned. Not only they mess my teeth up costing me $15,000 and alot of pain but now a year later this. I had already sent them that form a year ago too. Find attached where the first manager was so post to credited my account. She didnt do it either.
Business Response
Date: 07/30/2024
Response attached.
Customer Answer
Date: 07/30/2024

Complaint: 22049363

I am rejecting this response because: the original office where this happen said they told corporate to fix it bc it has to be done by corporate billing, they said they had sent 2 tickets one a year ago and one last month to get it fix and nothing got done his name is *****, they all **** the ball within themselves. I had also contacted the revenue cycle management team as advised by the office manager and the answer was a manager would call me to get it fix and nobody ever call me either. this is how i end up here. This has been going on for almost a year and nothing gets done and i can see they are doing the same here.

Sincerely,

*****************************
Business Response
Date: 07/30/2024
The balance stems from a credit card chargeback / dispute completed on 11/13/23. The patient had a $0.00 balance until they disputed the charge and took the money from us, creating the balance on their account. This is a true balance and will only go away if they go through their bank to remove the dispute with their bank and give the money back.
Customer Answer
Date: 07/31/2024

Complaint: 22049363

I am rejecting this response because: of course i disputed because the flipper tooth i was charged for was return in person by me to the office manager and there was an assistant witness, they have a 30 days policy to return if you are not happy with the denture tooth the manager said she was crediting my account which she never did and kept giving me the run around blaming corporate i had attached the email she had sent me where she said she was taking care of it, but nobody took care of it and a year later they decided to bill me again. After causing $15,000 in damages for another procedure they did wrong.

Sincerely,

*****************************
Business Response
Date: 07/31/2024
The balance stems from a credit card chargeback / dispute completed on 11/13/23. The patient had a $0.00 balance until they disputed the charge and took the money from us, creating the balance on their account. This is a true balance and will only go away if they go through their bank to remove the dispute with their bank and give the money back.
Customer Answer
Date: 08/01/2024

Complaint: 22049363

I am rejecting this response because: like i said when i returned the flipper tooth to your office in person with 2 witness and wiith the email confirming that from the assistant manager i shouldnt owe you anything. I shouldnt have a balance period. You have a policy if you are not satisfy u cant return any denture no questions asked. 2 managers have tried to fix the billing knowly it shouldnt be there and they havent been allow. You be glad i havent gotten an attorney for damage you did to my front teeth as well costing me alot of money and pain. If you damage my credit too you better bet i will see you in court.

Sincerely,

*****************************
Initial Complaint
Date:07/25/2024
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 went in for a routine check up at Aspen Dental. They recommended a host of procedures for follow up. The amount they wanted to charge was well above what I was comfortable with and asked to have some things removed if they were not totally necessary and asked if there could be any discounts applied. We went back and forth a few times discussing and making changes until we got to a point where I was comfortable with the work and the cost. I had the procedures done at a follow up appointment. Later, I was send a bill for an additional payment that took the cost all the way back to the original amount. When asked they said they just must have estimated incorrectly how much insurance would cover. I believe they purposely over-estimated the insurance responsibility to lower what I was paying at the time, knowing I would have to pay later. This is how the unethical convinced me to go ahead with the procedures at all. I believe I have paid more than enough for the services provided already, just out of my pocket, they also got money from my insurance, now they want more. Aspen needs to adjust the amounts they are charging to line up what they have already received and zero out any amount they say I still owe.
Business Response
Date: 08/09/2024
Response attached!
Initial Complaint
Date:07/19/2024
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.
My last visit to Aspen Dental in **************** was May 2023. At that time I made a payment of $266.00 which is what she said I would owe after my insurance through Delta paid. This was my last visit to this office since I shouldn't have been there that day. They had a young girl do the impressions for my crown not knowing what she was doing she asked me what color should she use as she was looking through the drawers. I went in when crown was done and the dentist tried his best to make the crown work but said it wasn't done right and would crack. Of course I hate the dentist my anxiety and blood pressure up more so than normal. The dentist did another imprint for another crown which fit two weeks later when I went back to pay another visit. I swore I wasn't ever going back. Then a year later I get a text saying I have a bill/statement on my portal due of $1,030.00 dollars. I sent them a letter asking for a "Detailed Bill" on these charges so I can compare to the charges through **************** I keep getting messages left but 7 weeks or so later I still have no bill in the mail on theses charges. When I first went they did a detail of what needed to be done and what I would owe which was at that time over $3,000.00 dollars which I put on my credit card and paid. I now have seen other reviews online of their shady billing practice wish I would have seen before going.
Business Response
Date: 07/29/2024
Response attached.

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Aspen Dental is NOT a BBB Accredited Business.