ComplaintsforAspen Dental

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Aspen Dental miscommunicated and lied about their services. I called and scheduled my mother's dental appointment for this office and they said they accept Florida Blue Insurance and its in network. Whoever I spoke with, they assured me there are no charges for first two visits so don't worry about it even if you are covered. After my mother had her service complete, they said we are not in network. I asked again, do we own any money? They said no, first two services are free to all customers. That was the only reason I took mother over there that they offered free service. Now my mother received a bill of $230 which is not fair. I would request BBB to collect call recording or do verification about their false claims and misleading people. I am beyond disappointed.

  Business response

  03/04/2024

  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

  03/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21378694, and find that this resolution is satisfactory to me.
  

  I was able to visit local office and told them all situation. They said we don’t own them anything and they will adjust billing. 
  

  I appreciate BBB help. If I will need further help, I will reach out to BBB and consult with Aspen as well. 
  
  Sincerely,
  
  Renu *******

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had an appt set for August 28. Received text message to confirm. Appt was confirmed. Received additional reminder for said appt on August 27. Drove from Pace, FL to FT Walton Beach (about an hour and 10 mins) only to arrive and be told appt was cancelled a while back and they can only do 2 cleanings a day because they only have 1 hygienist. Lack of communication on their part would have saved me the drive and time I took off work (4 hours of lost wages) to attend my appt. Would love to get my money back I missed from work and gas it took to drive. Let alone right before hurricane weather hitting Florida = higher gas prices. Not a SINGLE apology from the front desk for their lack of communication. Not a single “we’ll fix our mobile messaging system”. A phone call or message about appt being cancelled would have been better than nothing. I wonder how many additional people this is happening to. Next available appt next year 2024.. ridiculous to say the least. Completely dissatisfied.

  Business response

  09/05/2023

  Response attached.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I arrived for my appointment on March 3rd, I checked in and was told to take a seat. I waited for almost an hour to be seen by the hygienist, ( not her fault) she then proceeded to clean my teeth, she was interrupted by the dentist who was in another room working on a patient. The hygienist went to the doctor in the other room, I waited laid back, with my mouth wide open, instruments hanging from my mouth for another 15 minutes, till she came back and finished with me again not her fault. Yesterday, July 14thth I went again to have my teeth cleaned and AGAIN waited for over 1/2 an hour, till I got up and complained. Was I angry, yes, did I say how this shouldn't happen. I finally went in to get my teeth cleaned, when the girl at the front desk came in and told me not to be so rude. I would never yell or get upset with the hygienist, she had nothing to do with my long wait. The receptionist had no right to be nasty with me and was out of line. Similar situation happened with my husband a month ago. He also waited over an hour!

  Business response

  07/30/2023

  response attached

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently moved to the area from Ohio and didn’t have a dentist established yet. In the middle of the night on 3/24, the veneer on my front tooth broke off. Desperate to get this taken care of, I was seen at Aspen dental that morning and was placed with a temp while I waited for my crown to come in. I was charged $465 out of pocket after insurance, which I was told was my final amount due and I would be able to get my crown on when it came in at no additional cost. I paid this on my carecredit card utilizing the 12 months interest free option. Then, I got a bill in the mail from Aspen Dental for $304 with a statement date of 4/17. I have tried to reach this business everyday for WEEKS to inquire about why I received this additional bill with no response. I have left multiple voicemails for the office with no return call. I have called to talk to the billing department but everytime get the message that their phone system is down. I am at a loss and don’t know what to do to get assistance.

  Business response

  06/04/2023

  Response attached.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Looking to get a cheaper way to close the gaps I have in my teeth, I decided to go with Aspen Dental and use their invisible aligners. I started our earlier this year (2022). I was on week 9, I misplaced the tray and found that my dog chewed them up. I told the office what happened in July and they said they would get me my new trays in about 4-6 weeks. I was leaving for Italy so that was another couple more weeks to give them time to get the trays. I come back from and the trays are still not there. I call week after week, some days with no answer. One week they said they would call the doctor who ordered it and call me back, no call back. Another week, they said it should be ready and there in a couple days and they would call me back for an appointment. It Was not ready in a couple days and I had to call back 2 weeks later after thanksgiving just for them to tell me that the doctor locked them out of the orders and I would need to call another office because the doctor moved offices. I was told that the doctor wasn’t in the office and they would call me back with more information after the weekend. It’s now November 27th. It’s been well over 4 months and I been using the same tray for 4 months and I been getting the run around for 4 months, coming around to 5 months. I wish I never started with Aspen dental, I wish I could get my money back and did more research on them. My teeth Is my biggest self-conscious part of me and I wish i did this with people who cared. I’m still in treatment but would honestly rather give up and start treatment with another company.

  Business response

  12/01/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ******** ******* behalf of the Milton, FL (Pace)Aspen Dental branded practice, owned and operated by Pace-FL Dental Services 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.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called Aspen dental numerous times and have sent over emails for releasing my x rays so that I can go to a specialist and they will not release my records to me. I cannot get it in person or over the phone, I have not received mail correspondence or an email. When I call Aspen dental either no one answers and I am forwarded to voicemail or they say they cannot help me.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/21) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ********** ***** on behalf of the Allentown, PA (Cedar) Aspen Dental branded practice, owned and operated by Chandan ****** Dental PC. 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.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 03/03/2021, I had a wisdom tooth extraction at Aspen. I was told I needed general anesthesia for the procedure. I said I wanted local anesthesia, but they insisted it was medically necessary and that a narrative would be sent to my insurance explaining the justification. After paying my share of $638, I received a bill for an additional $540. Upon inquiring, I was informed my insurance, Solstice, didn't cover it due to "lack of information" and "missing diagnostic pre-op films." The narrative was also missing. After calling Aspen, I was informed they would resubmit the claim with the missing info and the narrative. Solstice once again refused to cover the general anesthesia because the narrative incorrectly stated I was awake during the procedure. I once again had Aspen resend the narrative. This time, they falsely claimed that I complained of anxiety and that my tooth was infected, neither of which are true. The original reason of being impacted wasn't even mentioned in the narrative (see attached). This sounds like filing a fraudulent insurance claim to me. Additionally, I have in the past received bills for other procedures I've already paid for, like my gingivitis mouthwash. I went to Aspen in person last week to try to get them to send a true and correct narrative, but I was informed that they would no longer speak with me about it and that I was on my own to resolve it with my insurance company. Today, I received a FINAL NOTICE bill for $540 in the mail with a due date 5 days from now. It is impossible for the bill to be past due as I have repeatedly spoken to their office and been assured the bills were not immediately due. The bill isn't even correct as it includes a portion that I've already paid for. This is ridiculous and sounds like an attempt to milk me and my insurance company. I feel like I was coerced and deceived in an attempt to bill for the expensive general anesthesia against my protestations. I should not have to pay this unjust bill.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/13) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by Corinne ******* on behalf of the Panama City, FL Aspen Dental branded practice, owned and operated by BWM Dentistry PA. 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.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My name is Patrice louviere I paid full price for a permanent denture to aspen dental . . Just to receive a call form once again a money hungry office manager . Who told me I practically didn't pay for anything . I've been walking around with a temporary partial that's the wrong size I can't even chew down with it or eat . You know what she told me that's my fault they fixed it twice they not fixing it anymore . If I want a permanent one I would need to pay another $1000. I already paid over $800 . Which she call me a liar on the phone and said I need to come up with the money and also pay my $39.50 balance. I already paid for my permanent one y'all are liars and Constantly trying to get more money out of me . I paid full price for all of my treatment and once again all she call about is when she can have some more money . What makes it worse she said I'm trying to help you . Your mouth already messed up . I paid full price for my permanent partial just for her to lie and said I didn't . Than boldly told me to call corporate y'all ain't go touch her this incident happen at the 13325 Westheimer Rd STE 150, Houston, TX 77082

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/06) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by Patrice ******** on behalf of the Houston, TX Aspen Dental branded practice, owned and operated by TX-SCD Dental PC. 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. Sincerely, Julie Grover Manager, Regulatory Relations Aspen Dental Management, Inc 281 Sanders Creek Parkway East Syracuse, NY 13057 On behalf of TX-SCD Dental PC Phone: 315-454-6000 ext 201189 Fax: 315-634-3402 Email: [email protected] Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never called never reach out to fix the issue . They only sent a bill in the mail . They are liars and con artist . How I pay for a service they complain about fixing it . They eager to call for more money but not fix the problem at hand . Have me walking around with a messed up partial but complain that they fixed it twice than to lie about my permanent partial going off being ghetto on the phone than saying I have to give them more money . Which I was lied to on multiple occasions that I paid for the permanent now they change the story Business Response /* (4000, 9, 2022/01/14) */ This complaint is still being worked on. Please allow more time. Thank you! Consumer Response /* (4200, 11, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still never reach out not via phone or email . They just make up lie after lie . My new cell phone which I updated and called and gave the officer is XXX-XXX-XXXX. Soon as I called first thing they said is when you go pay off this balance money hungry as usual and I can't even eat or use these temporary teeth

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over charged for teeth cleaning; filling fell out. Deceptive as well as misleading statements at estimate.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/07) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by David ***** on behalf of the Orange City, FL Aspen Dental branded practice, owned and operated by Paul Pimentel DDS 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. Sincerely, Julie Grover Manager, Regulatory Relations Aspen Dental Management, Inc 281 Sanders Creek Parkway East Syracuse, NY 13057 On behalf of Paul Pimentel DDS Holdings, PLLC Phone: 315-454-6000 ext 201189 Fax: 315-634-3402 Email: [email protected] Consumer Response /* (3000, 7, 2022/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As this date, the only communication I have received was an invoice for the full amount. Business Response /* (4000, 10, 2022/01/20) */ This complaint is still being worked on. Please allow more time. Thank you!

• Initial Complaint

  11/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Aspen Dental, I am very disappointed in the quality of work received from the Pace, FL location it started off good the staff was friendly and great customer service but ever since leaving Aspen dental problems have occurred from their work. I have had a root Canal because a dentist drilled too deep and then tried to pack it with filling approximately 2 years after work was done, I forgave them but, now I have lost a whole bridge in my mouth a porcelain bridge. I went to another dentist to have it cemented on again at a reasonable price just to be told not only was it not made right and doesn't sit right but, they didn't even do the right adjustments before placing it on the two teeth supporting it. So, not only can I not get it cemented again because it doesn't fit, but I also must have a whole new bridge made with the correct adjustments. I already sunk over 2000 dollars at Aspen dental, and I refuse to sink anymore money at Aspen dental for a bridge that only lasted 4 years. I am angry, disappointed, and I feel low there was no reason this should be happening I paid for good quality and received bad quality at the tune of over 2000 dollars. I would love to speak to a CEO or anybody that can help me, I am at my wits end with Aspen Dental. My suggestion would be a refund for the bridge and the money provided to place the bridge so, I can have a professional dentist make a new bridge and fix the work that has ruined how I eat and my self esteem at this moment. I don't want any employee from Aspen dental provided me with anymore service, I just want a refund so, I can find a capable dentist to fix the work. My name I Latisha McNeil and my phone number is ************, contact me so we can resolve this nightmare.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/23) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by Latisha McNeil on behalf of the Milton, FL (Pace) Aspen Dental branded practice, owned and operated by Pace-FL Dental Services 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.

*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. ↩