ComplaintsforAspen Dental

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On December 14, 2021 I went to Aspen Dental on 1100 N Alafaya Trail STE 160, Orlando, FL 32828, for a toothache. They took X-rays, and talked to me about the treatment plan, which totaled a cost of $2,551.00. I went home to discuss it with my wife. I decided on just having the upper right tooth extracted and the deep cleaning. This appointment was on December 17, 2021. I was never given an itemized bill for services rendered on this day, but my Care Credit was charged $1101.00. I got no receipt of my Care Credit Bill. Then on January 31, 2022 I received a bill for $734.00, I tried calling the office many times and could not get through. One day I got through and talked to a person who said the bill was in error and would credit the bill for the amount. Then on March 2, 2022 I received another bill for the same amount. I went to the office on 3/09/22, they told me that the amount paid on December 17, 2021 was only 60% of the bill. I was never told or given an itemized bill on the date of service that $1101.00 was 60% and that there was a balance due. Only thing I knew that I had done was the tooth extraction and cleaning. That is all I agreed to. If I had even know that the procedures would have costed over $1800.00 I would not have consented to the procedures. I then on the same day I also talked to the Office Manager Jennifer G***, she gave me an itemized bill, first time I have seen it. She explained what took place that day. I told her, I was NEVER told this on the date of service. I was only charged to my Care Credit of $1101.00 and nothing more was said that day. I also told Jennifer, if I had even know that the procedures would have costed over $1800.00 I would not have consented to the procedures. Jennifer G*** went onto say that she was going to talk to her regional manager about the confusion and lack of notifying me of procedures that took place and billing. She was to call me the next day. I never got a return phone call.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/03/25) */ Response attached. Consumer Response /* (3000, 12, 2022/04/08) */ ***Document Attached*** The final date for a response from Aspen Dental was April 4, 2022. We have waited for a response from Aspen Dental as of today April 8, 2022, no one from the office has reached out to me. The only thing I have received it the attached bill. I am wanting this bill put at a zero, I do not owe them this money. Business Response /* (4000, 18, 2022/04/29) */ A response was mailed to the patient on 4/20/22. Consumer Response /* (4200, 20, 2022/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) On April 22, Lauren called and I called her back, we talked for about 15 minutes. I told her the issue I had with the local office. She apologized and didn't know I had that much trouble. She was to talk to the office staff about the issues I had and then to get back with me. I have not heard from her since, nor have I received and letters of communication from Aspen Dental.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/25/2021 I visited aspen dental and I specified I was there for the free implant and de tire evaluation that I have an appointment for. I was called by a technician and when asked, I told her I was there for the free evaluation and she said to follow her and she took some X rays and told me the dr would be with me shortly. We left the office after talking to their financial person and we told her we will think about it. To my surprise in August I received a bill for $144 allegedly for X rays. I wrote to them explaining I was never told I had to pay anything, not even when I said FREE evaluation, nobody clarified that there was a charge. Therefore I wasn't paying tht amount. Now on December I received the bill again, I never authorized those X ray that weren't included in the free consultation.

  Business response

  01/28/2022

  Business Response /* (1000, 8, 2022/01/14) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by Sandra ***** on behalf of the Orlando, FL (Waterford Lakes) 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. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Consumer Response /* (2000, 10, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email stating my account was revised to show zero balance. Thank you to Aspen Dental and specially Ms Lauren ** ****** for resolving this issue. And thank you BBB for helping in this resolution.

*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. ↩