ComplaintsforAspen Dental

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made 16 attempts to get a refund of over ***** that I was overcharged on my credit card for work that was never done by Aspen Dental. I have paid a reputable dentist for exam, x-rays and cat scan to confirm the work they said they charged me for was never done.I am now faced with $1***** of work to correct the work aspen started to do and to complete. I can not have the work that is desperately needed done as Aspen Dental has refused to credit my health credit card. Aspen Dental removed two teeth(not properly) and I am now walking around with two visible teeth missing until the refund my credit card for the thousands of dollars of charges for work that was never done. the office manager has told me that ********************* is also in agreement. How is this ethical?

  Business response

  09/14/2023

  Response attached.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Because I'd had difficulties with providers and the computer scheduling/systems at the *************** location, I terminated my treatment plan with Aspen. On May 27 I asked them to initiate a credit against the $5K plan I'd initiated. I was told the $3200 credit would be made within 30 days. I've called/left messages with the local office on 6/14, 6/20, 7/06, 7/07, 7/11, 7/21, 8/03 and twice today, 08/09. My second call today was to an escalated agent who would be able to expedite the refund. I spoke with "***" who told me she had no new information, no update, no estimated time in which I could expect to receive my refund; I've paid all of my bill except $1600 so I expect a refund of the other $1600. There is no recourse, no way to contact anyone else at Aspen, and Care Credit can do nothing without Aspen's processing of the credit.

  Business response

  08/21/2023

  Response attached.

  Customer response

  08/21/2023

   
  Complaint: 20447786
  
  I am rejecting this response because:  after I contacted you the credit miraculously appeared on care credit within 2 days.  I've requested a refund with care credit and expect a check within the week.  Disappointed aspen plays these games, and has been sued for these types of failures.  We've discontinued business with them and reject their response.  Please close this matter and thank you for your interaction which truly expedited a refund.  They did nothing to accomplish it.
  
  Sincerely,
  
  *******************

  Business response

  08/30/2023

  Thank you for the update!

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to aspen dental on 06/21/23, I was told that my minor toothache is a result of a missing filling in my wisdom tooth. They advised me that my best option is to remove all 4 of my wisdom teeth(even though they are still healthy) and wouldn't fix my discomfort with a filling. I scheduled my wisdom tooth removal for a month out (07/19) , they quoted me $7,561.00 to remove 4 teeth, get two "tiny" fillings and a cleaning. I was told that I have to make a deposit to keep the appointment but it is fully refundable and if i cancel my appointment. I was asked if I need to do a payment plan, I did. I was under the impression that the payment plan was a loan, it was presented to me as a loan, specifically 48 months with 0%. I paid about $960 with my HSA savings account as a deposit. I recently left my career in law enforcement, and I am now self employed, which is why I don't have dental insurance. I went to another place to get a second opinion and I was told, that my bill only should've been $2,634, Aspen Dental charged me for extra procedures/products that didn't apply to my wisdom tooth extraction. I cancelled my 07/19 surgery on 06/28. I was told I will receive a full refund. Last month I received a maxed out credit card for $7,256.12 in my name through care credit. A credit card with 22% interest. I talked to Aspen Dental and they keep telling me that they will submit the ticket to refund it, and they don't. I was not aware this was a credit card, my credit took a huge hit and dropped 100 points. They charged the full amount to my credit card on 06/21, knowing I will be shopping around. I also made a $960 deposit that is now missing. Please help, look at their reviews, they are overcharging people and talking them into procedures they don't need and opening credit in people's name and saying it is a payment plan, when it is a high interest credit card. Please help, I don't know what else to do.

  Business response

  08/16/2023

  Response attached.

  Customer response

  08/17/2023

   
  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 full refunds from this business. Thank you. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a bridge with a crown put in over a bad tooth and then they told me it would need a root canal which they didn't do at that office they should have told me before they put in the bridge so then I had to get someone else to do root canal. The dentist doing the root canal said they should have never put the bridge over a bad tooth!! He said it could break the crown and two weeks after the root canal the crown broke and I went back to Aspen for them to repair since they made the wrong decision to attach crown to bad tooth!! They told me I would have to pay another ***** and I already paid them ****** the first time. I want them to repair it at no charge!!!The address of this location is ***************************************************************

  Business response

  08/03/2023

  response attached 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was supposed to get paper bills sent to me in the mail, I never received any for multiple months, until they sent a letter stating they were going to transfer my debt to a collection agency. Then after changing their billing process to paperless I still never received any emails about statements and balances left on my account, I have to manually set a reminder every month to make a payment because this "professional" company never tries to make contact. They have my email my address and my phone number yet still can't follow through to let me know I have a payment coming up. This has to be borderline illegal and I would rather them just clear what I have left on my balance so I never have to come back.

  Business response

  08/01/2023

  response attached 

  Customer response

  08/01/2023

   
  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

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 21 I made an appointment to have a tooth pulled, and have a "sleep anasthesia" pursuant to Aspen's suggestion. At the time of the appointment they charged my Care Credit card for $1179.25 both the pulling and the anasthesia which would be done on April 18 nearly a month later. On April 18, at the time of the appointment the Dentist stated that the sleep anaesthesia would not be necessary, and did not do it. Within 5 minutes afterwards the lady who said she was manager said my credit card would be credited for $380.00 for the service which was not provided consistent with the Doctor's suggestion. I have returned to the office 4 times since (today i July 11, 4 months later) and each time the same "receptinist / manager" said she had sent the information to the main office and the delay was among ***** refund requests which had been received but delayed by a problem with their computer. A 4 month delay is fraudulent.Yesterday I again asked for the status, and another person in the waiting room heard me and stated she too was there to complain about a refund due 5 months previously. This is a fraud being perpetrated on many persons, See Aspen Account # ********, transaction ID. ******

  Business response

  07/25/2023

  response attached 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have a root canal appointment on April 25, 2023 at 1 pm CST in the ************** office. At the last minute, they rescheduled me for April 27, 2023. I thought that was strange because my service/experience with them has never been this way. I later find out there was a cyber security attack that took place so their systems were down.When I got to the office that Thurs., the endodontist/root canal specialist told me the tooth needed to be extracted so I was placed in the waiting area so the woman dentist who does the extractions could handle my procedure that same day.I recall signing for that service in the chair just before the extraction took place (not the root canal since that is not what took place that day), but I am still not entirely clear on where we stand with my billing since I had already paid for a root canal up front (not an extraction). I even asked in the chair that day who I could talk to about how much this extraction was going to be, etc. and they told me there was nothing they could do that day to let me know since the systems were down!I understand they experienced a cyber-attack and everything *** have been manually recorded that day; however, it's been more than 2 months and I still haven't seen a breakdown for the actual services that took place and my insurance said this still hasn't been filed. Fairly certain that I overpaid this facility and I need to know by how much so they can refund me. The only reason the office called me after all of this took place was to remind me of a cleaning appointment. No one ever called to make sure my extraction went well and no one called to make a follow up appointment from that extraction. Were they just going to let me go toothless until I called?Note: I have emails, receipts and statements that *** help aide in getting this resolved. I appreciate in advance someone from corporate calling me ASAP to rectify this matter. I am disappointed and want to owe what is justified.

  Business response

  07/20/2023

  response attached. 

  Customer response

  07/25/2023

   
  Complaint: 20264629
  
  I am rejecting this response because:
  

  Letting you know I have not received a satisfactory result/response/action from Aspen Dental yet. They told me in writing 7 days ago that they issued a refund ticket but I have not seen the money come to my HSA card/account yet.

  
  Sincerely,
  
  *************************

  Business response

  07/31/2023

  This case is still under review.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Aspen Dental on 5/22/23 and made an appointment for 5/24/23 1pm for a root canal that was part of my previous treatment plan. They stated I would have to prepay my portion after insurance that was $753.70. That amount was debited from my account on 5/23/23. I arrived for my appointment to be told they would not be doing a root canal, but that they had my appointment down for 10:00 am for a cleaning. Manager extremely rude and accused me of lying about what/when I made my appointment for. Refund requested and was told they didnt know when it would be refunded. I also called their corporate line, told same thing. Called the office again 6/19/23 and told same story. I still have not been refunded. They are stealing from people.

  Business response

  07/12/2023

  Response attached.

  Customer response

  07/20/2023

   
  Complaint: 20217955
  
  I am rejecting this response because: My first request for a refund was on 05/24/23. It has been almost two months and I have contacted the company three additional times to follow up and still got the same excuse that they need time due to their systems going down prior to 05/24/23. They have never attempted contact with me and still to this date, 7/20/23, my refund has not been issued. 
  
  Sincerely,
  
  ***************************

  Business response

  07/31/2023

  Please allow more time for a response.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I obtained a top denture and had all bottom teeth pulled, two implants put in and a bottom denture starting 1/2022. I received my top denture within a few months of 2022 and the top tooth has broken off. At this point I scheduled an appointment the 3rd week of April 2023. When I was there all 6 patients were asked to leave due to computers being down and we would be rescheduled. I called a week later, they still were not taking appointments. They didn't have my name down for a follow up call from then so I provided that. I didn't get a call. I was told at that time I could come in when they opened at my convenience to come in to see about getting it fixed. There is nothing convenient about going to the dentist for something without an appointment when you work. I finally got in this morning, and they said they'd fix the tooth on the denture and it was given to me and broke off as soon as I tried to bite into something. I would like the top denture remade at no cost if the tooth cannot be fixed and not jerked around about it. You were closed for a month or more due to a security breech which you did not notify your patients about and also over charged me for the final denture, I only found out about the overcharge with a bill that came that in red said was $2008 then when I got an email that said I had credit and called I was told it was for $1001 and I asked that to be credited to my debit card and it was. This company provides horrible services and financial management teams. I would like for the denture to be remade at no cost if it cannot be fixed.

  Business response

  06/30/2023

  Response attached. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/21/2022 3/23/2023 Aspen Dental has billed me twice for the same service that was already paid up front on 12/21/22 and 3/23/23. Sental a bill for ****** that was already paid and threatened to put it into collections. No attempt was made to contact me either by email or in writing. I have the proof and receipts that this bill was already paid.

  Business response

  06/30/2023

  Response attached.

*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. ↩