Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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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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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:07/19/2024
Type:Billing 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.
My family and I have been getting Dental cleanings with Delta Dental INSURANCE for years on years, my family never pays for ********************************** charged me 282$ just to schedule it, labeled as " advance payment" I ask for a description of my charges and get emailed a account ledger after having to call TWICE for it, as you can see on the ledger they did NOT include my insurance! After I gave them all my insurance information!! My insurance company agrees I should not be paying for ************* got no other information! Stay away from Aspen Dental!After my cleaning I will never return! Lets hope they know what they are doing! I also got charged for " missed npa" when THEY CANCELED ON ME A DAY BEFORE??!! WHAT???
Business Response
Date: 07/22/2024
Response attached.
Customer Answer
Date: 07/22/2024

Complaint: 22009641

I am rejecting this response because: I have not heard from Aspen Dental

Sincerely,

*******************************
Business Response
Date: 07/24/2024
This complaint is under review.
Customer Answer
Date: 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.
They fixed my billing issue with insurance. I hate I had to take it this far.
Sincerely,

*******************************
Initial Complaint
Date:07/18/2024
Type:Billing 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.
Pursuant to my telephone call with Aspen Dentals customer service representative, *****, on June 28, 2024, with the understanding that my inquiry was being escalated to a manager/supervisor for review and correction. I emailed Aspen Dental on 7/1/24 as instructed during that conversation, and have received no response. Aspen Dental Invoice dated 05/23/24 a.This invoice does not line item my daughters full mouth x-rays taken at visit.b.This invoice does not line item my daughters annual cleaning done at visit.c.This invoice does not include the insurance adjustments per United Healthcare and instead purports erroneous adjustments (which do not match UHC allowable amount).d.The invoice double billed me for fluoride: a varnish charge and a gel charge. After receiving this invoice, I contacted the Aspen Dental in ******* to speak with the office manager. I never received a call back, however days later, I received an EOB dated 05/29/24.Explanation of Benefits dated 05/29/24 a.EOB notes that procedures are being denied as x-rays were not submitted, even though x-rays were taken b.EOB also shows that the only service procedures submitted her for antibiotics administered.c.EOB shows not a single service for cleaning, fluoride, irrigation, x-rays, etc.Explanation of Benefits dated 06/05/24 a.EOB notes now that irrigation, periodontal scaling, antibiotic (denied again for not submitting x-rays), x-rays, and ONLY ONE topical administration of fluoride, comprehensive examination Aspen Dental Benefits dated 06/24/24 a.This invoice does not line item my daughters x-rays that were taken .b.This invoice does not line item my daughters annual cleaning or comprehensive exam.c.Again this invoice does not include the insurance adjustments per United Healthcare and instead purports erroneous adjustments (which do not match UHC allowable amount) .d.Also of note, the invoice again double bills me for fluoride. Aspen Dental is fraudulently billing me.
Business Response
Date: 07/18/2024
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 Answer
Date: 07/18/2024

Complaint: 22008305

I am rejecting this response because I did provide the Account information, as I attached two invoices received directly from Aspen Dental with the account information to the BBB complaint
The account is *********

Sincerely,

*****************************
Business Response
Date: 07/29/2024
Response attached.
Customer Answer
Date: 07/29/2024

Complaint: 22008305

I am rejecting this response because the correspondence does nothing but pass the buck. The office in ******* has failed to solve the issue in almost three months. Additionally it is my understanding that corporate handles insurance claims which are not submitted by the ***************
This in no way resolves the issue. Aspen Dental has failed to submit treatment pursuant t to its contract with ***************** and charge me more than what is allows. This is fraud and breach of contract and needs to be handled appropriately.

Sincerely,

*****************************
Business Response
Date: 07/31/2024
This complaint is under review.
Initial Complaint
Date:07/18/2024
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.
Even though I have in-network dental insurance that partners with Aspen Dental, Aspen Dental is charging patients more than the agreed insurance amount. The records made by Aspen Dental show that I should get a refund of $60, but I believe I deserve a much bigger refund. What Aspen Dental is doing is unethical and should be against the law.
Business Response
Date: 07/22/2024
Response attached.
Customer Answer
Date: 07/22/2024

Complaint: 22004801

I am rejecting this response because: I believe that I am owed a substantial refund for their unethical and incorrect billing practices. (My Complaint is also being sent to the Attorney General of Kentucky.)

Sincerely,

***************
Business Response
Date: 07/22/2024
This complaint is under review.
Business Response
Date: 07/30/2024
The office has been trying to reach you about your refund. $142.00 was refunded to **** 1361 on 7/29/24. $123.00 refunded to **** 3504 on 7/26/24. $60.00 refunded to **** 3504 on 7/23/24.
Customer Answer
Date: 07/30/2024

Complaint: 22004801

I am rejecting this response because I have been told numerous, different things by the local and corporate offices of Aspen Dental. I appreciate the effort, but I fully believe I am owed a higher amount.

Sincerely,

***************
Initial Complaint
Date:07/15/2024
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.
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
Date: 07/23/2024
Response attached!
Initial Complaint
Date:07/15/2024
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.
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
Date: 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 Answer
Date: 07/15/2024

Complaint: 21987843

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

Sincerely,

*******************
Business Response
Date: 07/18/2024
Response attached.
Initial Complaint
Date:07/11/2024
Type:Customer Service 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.
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
Date: 07/11/2024
Response attached.
Initial Complaint
Date:07/09/2024
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 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
Date: 07/09/2024
Response attached.
Initial Complaint
Date:07/08/2024
Type:Billing 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.
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
Date: 07/16/2024
Response attached!
Customer Answer
Date: 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
Date: 07/19/2024
This complaint is under review.
Customer Answer
Date: 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
Date:07/08/2024
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.
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
Date: 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 Answer
Date: 07/08/2024

Complaint: 21939961

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

Sincerely,

*****************************
Business Response
Date: 07/09/2024
Response attached.
Customer Answer
Date: 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
Date: 07/17/2024
This complaint is under review.
Initial Complaint
Date:06/26/2024
Type:Billing 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.
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
Date: 06/27/2024
Response attached.
Customer Answer
Date: 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,

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

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Aspen Dental is NOT a BBB Accredited Business.