ComplaintsforAspen Dental

Dentist

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Initial Complaint
09/02/2024
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 visited the office on April 10. I was quoted a charge for over $6k.I told both ladies that I couldn't afford it and to remove everything my insurance wasn't going to cover. They then offered Care Credit and i explained that I didn't want to take on any extra debt that I couldn't afford. I opted to do the deep cleaning and filling. The cleaning would require 2 visits and the filling would be completed on the 2nd visit. The total was still approximately $2K. In the end, I completed the cleaning. And paid over $1700, which seemed about right after not doing the filling. A month later, I get a bill that I owe approximately $250. I called several times but had extended hold times. A few weeks later, I received another bill indicating I owed over $300. I call the office the following day and spoke with a young lady whosaid I owed $400. She explained that the insurance hadn't paid the claim and it was pending so I was still responsible for the bill. She even mentioned that i completed a filling, which I never did. So after politely going back and forth, she said the manager would contact me later that day or the following day to discuss the bill. Guess what? No call. I called 2 days after and got the same young lady and I asked to email a copy of the treatment so I can review everything with my insurance who said the claims were paid and I actually over paid by $250. After days of no help and being avoided by the office manager, I finally visited the office in person and spoke with one of the front desk **** who told gave me a copy of my treatment plan and explained that the insurance didn't pay for a portion. After speaking withe insurance, the office did not send the required xrays and charting to get paid. After reviewing the treatment plan, I was charged for a toothbrush I was told was free and they refuse to remove the charge. Also, to this day, they have sent the required documents to get paid.
Business response
09/09/2024
Response attached.
Initial Complaint
08/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I came to Aspen Dental in ***************** to have a toothache diagnosed on 04/29/2004. Aspen Dental accepted my Delta Dental ****************** so they approved an xray, and had a diagnosis made for my toothache to have a root canal and a crown installed. I had to make a payment of $861 to cover my appointment and root canal, and I was given a date to have a root canal this Friday. When Friday came Aspen Dental called and pushed my appointment to another Friday. At this point, I was suffering from a severe toothache I was called early on Monday that my root, and the following Friday another week later, Aspen Dental said they would not be available to have the root canal and crown until the beginning of June, so due to the severe pain that has not been treated and could not help me, I notified the Aspen Dental office in *****************, that I would have to get a different dentist to treat this toothache. The Aspen Dental's office in ***************** said they would refund the payment for $861 for the root canal and treatment they never treated. I have since had to have my toothache treated for root canal and a crown, which I paid them in full. I have contacted Aspen Dental in ***************** regarding I have NOT received a refund for the $861 that I was paid for, but never received. I request a refund immediately credited back to me.
Business response
08/19/2024
Response attached.
Customer response
08/26/2024

Complaint: 22123682

The response from Aspen Dental ***************** has not responded. First of all, there is nothing to respond to. They took my payment and did not refund the payment do to their lack of service. I request a refund as I requested.

Sincerely,

*****, Jr ********
Business response
08/27/2024
This complaint is under review.
Business response
09/03/2024
$739.00 was refunded to the patients MasterCard ending in 4320 on 5/30/24, the same day it was requested. The ** & RM both tried reaching out to the patient via phone with no response. All claims are closed, and account balance is $0.00.
Customer response
09/05/2024

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,

*****, Jr ************
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
01/16/2023
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.
I went to Aspen Dental on 11.05/11.08/11.13/11.23/and supposedly 12.9 of 2021 to have work completed on my mouth. I was charged for an extraction of teeth 17, and 32. A root canal and crown on tooth 14 and fillings on teeth 15,30,31 along with a cleaning and various other services that go along with those procedures. The 1st issue was the service at this location, it was very hard to get any information about service showing what I need to pay and it took Aspen until March of *************************************************************************************************************************** having to pay a large out of pocket expense upfront. Also, I had to visit the location several times after my procedure because the wounds were not closed properly causing additional pain in my mouth and the need to have the wounds stitched closed again. The next problem comes at the end of 2022 because of the service at Aspen Dental I never returned for service and instead used a new dentist they took X-rays to establish care at their location and the x-ray shows that some of the work that I have been charged for by Aspen dental was never completed. I'd like to discuss getting a refund and having those claims removed from my insurance.
Business response
01/18/2023
Response attached.
Customer response
01/24/2023

Complaint: 18810219

I am rejecting this response because: I have not been contacted by anyone from Aspen Dental or Cornerstone Dentistry Holdings PLLC as of yet. Therefore, there has not been any issue resolution.

Sincerely,

*****************************
Business response
01/26/2023
The regional manager has been trying to reach you. Can you please confirm your phone number?
Customer response
01/30/2023

Complaint: 18810219

I am rejecting this response because: My phone number is ************ or They can call my husband at ************ his name is *****. I haven't received any voicemails or emails regarding the situation besides the communication via BBB portal.

Sincerely,

*****************************
Business response
02/03/2023
Thank you for the information. Please allow more time for a response.
Business response
07/25/2024
The patient has been called and emailed with no response. They will have to call ************, option 2 for further assistance.

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