ComplaintsforAspen Dental

Dentist

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Initial Complaint
06/13/2024
Complaint Type:
Product Issues
Status:
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.
This is the second complaint submitted to the BBB on Aspen Dental due to the fact that they have been non-responsive. I will end up lodging a complaint with Orange county should I not get a respond regarding money due to me for the last six months.
Business response
06/21/2024
Response attached.
Initial Complaint
06/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
My entire treatment was covered under care credit. The office on Alafaya trail made me restart my entire Invisalign treatment after they switched suppliers and had a miss up.(they never explained what really happened) I was told I would be under the dentists account due to this mistake. However when I asked to sit down with **** the office manager at the time she tried to tell me I now have to pay and additional $3500, claiming over the course of a year when I was forced to restart my Invisalign treatment the credits were used. I only had cleanings and 1 fill so I am unsure how that would calculate up to $3500. She agreed that would not add up and she would review my account and follow up. She never followed up. I asked to speak to her every time I went in and was told she was in training. After months I was told **** received a promotion. I called again and spoke with the receptionist 6/3/24 and was told ***** is the new office manager and I would receive a call back by the end of the day. ***** never called, I called 6/4/24 at 7:35a and asked ********************* had she received the message she confirmed she did. As Im attempting to explain my frustration she hangs up on me. I called back to ask for her last name and I over hear her in the background talking about me in front of the office staff and patient. I told ******** thank you for the information I will be calling corporate and submitting a complaint about their bad business practices.
Business response
06/25/2024
Response attached!
Customer response
07/01/2024

Complaint: 21799296

I do not wish to speak with anyone from that location. I called corporate and was told I would receive a call back. At this point I would to discontinue all dealings with this office. I am requesting a member of your corporate team to step in and correct the error on behalf of your partner.

Sincerely,

***************************
Business response
07/01/2024
In order to resolve this issue, the office will need to reach out to you. This is not handled at the corporate level.
Customer response
07/02/2024

Complaint: 21799296

Please step in and assist with transferring the account to another one of your offices. This office has down enough harm. This is the second major incident within a year. Not to mention the issue is the office manager. I called corporate and was told a case was opened and I would receive a call back from a corporate representative. Which did happen with the last incident. However this time I did not receive a call back at all. That was disheartening.

Sincerely,

***************************
Customer response
07/10/2024
This office is verbally abusive and the extremely high turn over ratio shows the toxic environment. I will do as you noted in your response and see legal advice.
Initial Complaint
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I came in with a broken tooth. The dentist came in and convinced me that he could give me new teeth the same day and he didn't explain how the procedure was going to work. 6 months later I still can't eat with my teeth because they will not stay in even with glue. I then tried to schedule an appointment for over 2 weeks with no calls returned. I drove to the dentist office and made an appointment. I went in and they explained that I needed to give them an additional $2,000 $ I don't have any more money to give. I tried to speak to the owner and I was told he doesn't speak to patients. Now, my organs are starting to fail because I can't eat. I am now waiting again at the office and have no answers. I am not going to pay for something that wasn't explained to me. This is very emotionally exhausting and I can't eat. I want something done about this. I don't want this to happen to anyone else.
Business response
04/02/2024
Response attached.
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received dental care and discussed at length with Ms. ****** at the office the ***** cost to me. I was absolutely assured my cost would be the money I paid for my ***** treatment program ( I believe I paid at least $600 plus at this time). My treatment plan was was initial visit and three deep cleaning follow **** I did the initial visit and only two follow **** I did not feel they were of any use ( the 3 deep cleanings). Since then I have received many bills of different amounts, each time I called the office and spoke with Ms ****** or another representative and told IN NO UNCERTAIN TERMS my account balance was/is ZERO. many many months later I received a bill from Aspen Dental for $60.80. I feel I'm due a refund of $100 for the unused cleaning or at worst my account should be zero. I Strongly feel I have been lied to about the costs of this dental treatment and they are basically "fishing" for extra money. Again I must emphasize that I had a long detailed discussion with the Office staff ****** about my ***** out of pocket expenses and these were agreed upon and PAID IN FULL. Thank you
Business response
03/01/2024
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 response
03/01/2024
Hello, per request for more information from the business my DOB is 1-10-1968, my phone # is ************.
Customer response
03/12/2024

Complaint: 21362542

I am rejecting this response because: BBB forwarded the consumers response to the business (contains sensitive information)

Sincerely,

*****************************
Business response
03/13/2024
Response attached.
Customer response
03/14/2024
Hello, Yes this case is still ACTIVE, NOT YET RESOLVED. Aspen Dental has offered an acceptable solution. This is NOT finalized yet. Once this is finalized, I am willing to
dismiss this action/case. As of today 3-14-24 it is still active ( Just trying to avoid any confusion). Sincerely Thank you, **************************;
Customer response
03/21/2024

Complaint: 21362542

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 3/14/2024 11:49:40 AM
Hello, Yes this case is still ACTIVE, NOT YET RESOLVED. Aspen Dental has offered an acceptable solution. This is NOT finalized yet. Once this is finalized, I am willing to
dismiss this action/case. As of today 3-14-24 it is still active ( Just trying to avoid any confusion). Sincerely Thank you, **************************;

Sincerely,

*****************************
Business response
03/21/2024
This matter is resolved.
Customer response
03/22/2024

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
12/13/2023
Complaint Type:
Billing Issues
Status:
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.
Rose colored eyes!Nice experience turned nightmare that never ends. I paid using care credit little over ********. Have been trying to get this office to file an insurance claim since June 2023. I have called every 3 weeks. As of December 2023 THEY HAVE NOT FILLED THE INSURANCE INFORMATION! On top of that they over charged for things I did not receive totaling over $1,200.00. procedure was 3/4 completed leaving the crown to be done.Each time I called the office person states they will file the claim. I called the insurance company nothing received. The insurance company calls office no answer (3 way call so it is verified)The last call They added my insurance had not been verified. Yet a note in the system clearly shows had been verified 6/23 AND 10/23. The excuses given are short staffed, computer system crashes, and the phone system. Keep in mind I had called the corporate office throughout the months and received reference/ticket number Aspen Dental over charged me ******* for things I did not receive. Thank you to care credit informing me when I called and put all the charges in dispute. (Trying to save myself a little money for all the interest Im having to pay because ****** office wont file the insurance claim).Keep in mind I stated the dental procedure was 3/4 completed. I am still needing however insurance wont pay because Aspen has not filled the first part for preparation for crown without that the insurance company wont approve. Leaving me with a hole in my mouth, infection, not able to get the dental care needed because they wont file the insurance for the first part AND not to mention costing me ALOT OF MONEY AND PAIN!
Business response
12/13/2023
Response attached.
Initial Complaint
11/22/2023
Complaint Type:
Order Issues
Status:
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.
I went to Aspen Dental in April 2023 for an issue with a broken bridge. Their recommendation was implants. I reviewed plan with office manager, *******************. Signed a contract and financed $4802.80 with their company. They started with the first part and advised six months until the next. They sent me out and I developed an infection because I was not prescribed antibiotics after the first part. There was never an appointment discussed, just "see you in a few months ".In October I started getting texts about missed appointments. Being out of town I immediately started trying to call. Every time the automated message would tell me that it couldn't complete the call. I tried email to the same result. Meanwhile I lost a crown on the same side as the treatment. When I got back in town, same thing occurred with communication so I drove to the office.I asked for an appointment to recement the crown and then for the rest of the implants. TWO different issues.She informed me there was an error in the original contract and I would be charged an additional $4000. I disagreed and asked for the crown to be recemented first. She said she would not even make that appointment until I signed up for the additional money. I asked for the manager and was told she was out. I was so upset I left, what else could I do?I had to go back up north to take care of my father's house and fretted for the whole time. I called Aspen Dental complaints who listened but only connected me with the local manager. This was not the same one as back in April. She offered an appointment for the crown work,but apologized for the errors on the contract only offered a discount.This is not covered by my insurance and at 69 on a fixed income unacceptable. If any other company signs a contract they honor it. Apen is either dishonest with the original plan or immoral and illegally getting me halfway through this and demanding more money.
Business response
11/29/2023
Dear *** or Madam,

We are writing to acknowledge receipt of the complaint filed by *********************** regarding their experience at the Aspen Dental branded practice located at **************, ** which is independently owned and operated by Healing Smiles PLLC.

Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution.

We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.

If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter
Initial Complaint
04/17/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In August 2022 I called Aspen Dental in Waterford Lakes, Orlando FL, to make an appointment for a checkup. I asked if there would be a charge and was told no, it was free. I went to the appointment, gave the receptionist my insurance cards and asked her to check that the appointment was indeed free. She did so and told me there would be no charge. The appointment did not go well and when I left I was asked if I wanted to make another appointment. I said I did not and asked again if I owed anything for that appointment. Again, I was told no, it was free. Now I have a collection letter for $114.56! Apparently my insurance didn’t pay because of frequency issues. Aspen Dental had 3 opportunities to check my insurance but obviously didn’t, and told me each time there was no charge. I see that they have been sued successfully in MA for bait and switch tactics, it would seem they are still using this in FL. I am requesting that Aspen Dental contact the collection agency and dismiss the charge.
Business response
05/12/2023
Response attached.
Customer response
05/17/2023

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. Thank you very much for your intervention. Aspen Dental has agreed to write off the bill and advise the collections company. I appreciate your help as I know this would not have been the outcome without your assistance.

Sincerely,

***** *******
Initial Complaint
12/12/2022
Complaint Type:
Customer Service Issues
Status:
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.
Early in May 2022, I set up an enrollment with Aspen Dental in *********, *******. The purpose was a complete cleaning and to get a quote regarding 2 implants in the upper maxillary. They executed the deep cleaning, took specialized x-rays to review bones density and determine those implants were realistic. They agree "we are able to do it", great! The total amount of money was set up close to $7,000 Dollars which includes the deep cleaning, the x-rays and the 2 implants. They asked me how I will going to pay? I said I will use credit.The Manager described to me a "CareCredit card", a card designed for Dental work payments then advised me to apply for it. I applied, immediately approved for $7,000 Dollars, enough to cover the balance. Little to know that the Local manager approved to charge me the complete balance of the full work order at once! That Maximize my credit limit in the card, triggering a credit report issues with the major Credit Bureaus (Experian, Equifax and Transunion), they dropped my FICO Scores about more than **************************************************************************************************** the services that were not delivered, they said "OK, we will do so if the Manager in Aspen Dental ********* will approve it. I went to that office the next day, the Manager was surprised to see me there, she called with me to the ******************* The Manager told them to reimburse the money minus the cleaning and x-ray already taken. She said the remaining balance will be $300 Dollars...rather then going down since June 7/2022, the billing goes up and up. According with 11/07/2022, the balance is $703.40. A total rip-off. Someone from Aspen Dental in corporate email me 3 months ago to said "I am working on it", I can see that, pure bologna!! I need to fixed it yesterday!!
Business response
12/23/2022
Response attached.

Office of the Better Business Bureau
RE: *********************** Aspen Dental Account Number: ********
******************** Case No.1 90330144
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by *********************** on behalf of the
*********, ** Aspen Dental branded practice, owned and operated by Cornerstone Dentistry Holdings
PLLC. We will be responding to the consumer directly on this communication.
The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
and operated location and care team has the autonomy to work with patients, so they receive quality
care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are
raised, living into our commitment to say "Yes" to quality oral care.
l appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
federal privacy laws.
See Attachment/File: *********************** ******** BBB response.pdf
Initial Complaint
10/02/2022
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I've been seeing this Aspen Dental since 2018 and had a lot of procedures with them. I had been experiencing a lot of pain on a tooth that I got a root canal done on at this location and had been in at least 5 times to get that tooth checked out. They never found anything and kept giving me medicated mouth washes and sending me home. At one point I was told on the phone that I don't need to come in again for that pain and that the pain was normal because I have deep pockets. When the pain got severe and unbearable I decided to go to another location. The last time I went to the Alafaya location was in March. The new location informed me I had 5 accounts in my name and listed 2 people I didn't recognize, assuming they were my family, that were on my account. In the back and forth calls to the Alafaya location (the location I'm filing a claim against) I was told there was a credit on my account of about $182. When I asked to speak to the general manager I was never put through to her but was told she was working to merge my accounts and refund that money. I didn't receive a refund for over a week so I called again and asked to speak to the general manager again. This time I was told by the receptionist that there was no credit on my account and to go to the other Aspen dental ask about it there. The other Aspen dental didn't know anything about it either so I called an entirely separate aspen dental and basically just begged someone to help me. They were eventually able to find the credit and one of my five accounts that was deactivated and also had other people on it that I did not recognize. I called the Alafaya location again and demanded that I speak to manager. She said she would work on it. Over a week went by and there were no results so I called again and was told the office manager was too busy to speak to me. I don't feel like they are doing everything possible to resolve this issue. I want my refund and an explanation for my account and what happened.
Business response
11/22/2022
Business Response /* (1000, 6, 2022/10/18) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by******* ***** on behalf of the Apopka, FL Aspen Dental branded practice, owned and operated by **********************. We will be responding to the consumer directly on this communication. The Aspen Dental network is committed to breaking down barriers to care. Each independently owned and operated location and care team has the autonomy to work with patients, so they receive quality care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, living into our commitment to say "Yes" to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Consumer Response /* (3000, 8, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response seems to be from the Apopka Aspen Dental. My complaint is against the Alafaya Aspen Dental location. While they transferred my credit to the active account I have with the Apopka location, they told me my records were erased while attempting to separate the accounts. The fact that there is no record of any of the appointments and payments I have made in the three years I was with the Alafaya Aspen Dental is unsettling, especially considering the reason I asked for my records was because the other people on my account had access to my information and possibly any credits. I wanted to verify everything on the ledger was correct. The problem will be settled when I have a ledger with only my procedures and information on it dating back to when I started at Aspen Dental so I may verify it is all accurate after having had other people on my account for 3 years.
Initial Complaint
07/14/2022
Complaint Type:
Billing Issues
Status:
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.
I visited Aspen dental in Altamonte Springs, FL on 6/14/2022. Was told based on my insurance that I would have to file a claim on my own. I was charges up front for services even though I had insurance. I spoke to my insurance that I was not to file a claim and that Aspen dental was to file a claim on my behalf. I physically went back to the office twice after my services and was told that they would submit the claim. I called my insurance no claim on file after over a month. My insurance company called the office twice on two different occasions. Nothing was ever resolved because the office kept transferring and hanging up the calls. I went back for a third time 7/14/22 and was told that they can't submit the claim and that their corporate office has to file the claim. I told them that I would just submit the claim myself since there are so many issues. I told the front desk I would need the Tax ID and NPI. I was told that they couldn't give out that info because its internal. How am I supposed to get reimbursed?
Business response
09/19/2022
Business Response /* (1000, 17, 2022/08/25) */ ***Document Attached*** Response attached. Consumer Response /* (3000, 19, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not heard from anyone in the company. Issue has not been resolved. Business Response /* (4000, 21, 2022/08/29) */ Please allow more time for a response.

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