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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aspen Dental has 15 locations, listed below.

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 31, 2023 I had a dental exam done by Aspen Dental in ********, **. They took me through what it would cost with a consultant and I signed up for care credit which is a credit card for dental work serviced. They told me the tooth brush and well as the two fillings I needed would come at a cost of around $400 after insurance. At the start of my 2nd appointment. Aspen Dental said I needed to pay around 700 or 800 dollars to receive my care that day and i told the receptionist that I financed my bills through Care Credit. The receptionist apologized for the mistake and let me receive care that day after the mixup. I think this may be where the error occured.I signed up for care credit and began payments starting in September. I came in to Aspen two other occasions on August 8 and 9 to get the fillings done. After that, I did not receive any other care or work done by Aspen Dental. They are claiming I still owe a bill but yet I have proof I paid their bills through Care Credit. I have included my billing statements through Care Credit. Aspen Dental is attempting to double dip and is threatening to send this "bill" to collections. They are claiming I came to their office in late September for two fillings when I did not go back to their office after the August visits. They must fix the billing and revert it back to $0.00 owed. My bill was taken care of through Care Credit.

      Business Response

      Date: 04/16/2024

      Response attached.

      Customer Answer

      Date: 04/16/2024

       
      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

      Date:04/15/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In August 2023, I went to Aspen Dental in *****, ** to address a dental issue. They advertised on their website and with giant signs on the outside of their building that new patients get free exams and xrays.After the exam, no further treatment was pursued with Aspen Dental. My issue was resolved, but by an oral surgeon, not by Aspen Dental. In fact, Aspen Dental refused to treat the problem.6 months later, out of nowhere, they mailed a notice saying I owe them $94 for the exam. And then a second one a few weeks later, claiming the account was overdue and the balance needed to be paid immediately. The account shows no activity before the first statement sent a full 6 months after my visit.There's so little specific information across the statement and payment website that this could easily be a very elaborate scam. But I see little evidence to support that (the mailed document shows my account number, and the website shows the mailed documents as PDFs).I honestly think it's far more likely this is a predatory company that is trying to take advantage of me.The account number is ********* I have not contacted the business. I have no intention of wasting my time contacting the business, as they have no reason to waste my time with this phony bill in the first place.The only acceptable outcome is to zero the balance and close the account.

      Business Response

      Date: 04/16/2024

      Response attached.

      Customer Answer

      Date: 04/16/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  A representative has reached out letting me know they have taken action to correct the issue, and by the legitimacy of that claim, I would consider this issue resolved.

      Thanks for your time,

      ***************************

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told I was being given a free exam plus x-rays they gave me a paper that said that appointment was free and also quoted me for the dental work I need after a few weeks I was sent a bill in the mail for the appointment they said was free of charge

      Business Response

      Date: 04/15/2024

      Response attached!

    • Initial Complaint

      Date:03/01/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 28/2022 I was in ********* for my sons wedding. I was in the process of a tooth implant and my spacer unscrewed and fell off. I was able to secure an appointment with Aspen dental. They made me take an **ray even though I didnt want one as I only wanted my spacer screwed back on. The dentist was unable to s**** the spacer back on and told me there would be no charge.Aspen Dental billed my insurance company for the **ray and exam anyway and are now expecting me to pay the balance.

      Business Response

      Date: 03/04/2024

      Response attached.

    • Initial Complaint

      Date:02/27/2024

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      08/23/23 had visit with insurance 02/26/24 received bill without insurance portion removed

    • Initial Complaint

      Date:02/20/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 13, 2023 my husband and I both had appointments at aspen dental. We provided them my insurance cards which covers the both of us. They charged me $62.00 and they charged my husband $183.60. I knew they over charged us. I called my insurer, Cigna, and they verified my charge should have only been $20.00 and my husband's should have only been $92.00. I have been calling Aspen dental and speaking with ******** who keeps saying she is researching this and will refund us once they have it resolved. It has been two months. I have sent them the same EOBs I attached showing the amounts and still no refund. All I want is our refund of $133.60.

      Business Response

      Date: 02/21/2024

      Response attached.

      Customer Answer

      Date: 02/27/2024

       
      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

      Date:01/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan 3rd I went to Aspen Dental to have a Good bridge I paid for in full. Before I decided to get this bridge * I called various times to get pricing and even Checked with *************** if it could be done and what I wanted . I even went to the Location on 71st and Meomrial and inquired and paid . My appointment day I go and get checked in * get seated . I ask the young lady do they have my bridge as gold. She said let me get the Dr . * *************** comes in and says she will explain to me after she numbs me . So she numbs and then basically tells me that I wont be getting a gold bridge the one I paid for . I asked her what did I pay for ? She said a bridge she stated that the bridge I wanted could break . mind you I consulted with these people various times . She said I am sorry I should have told you before now after she numbed me . Then asked me would I like to proceed. I said no then she said you can find another Dental office that will do it . I said I will and I did . I asked for a refund ********** manager he said he did and then had the nerve to ask me do I want to continue treatment . I paid ********. I need my money back So I can pay for my bridge at another office . These people at this office are something else . I even asked for proof they sent my refund back and refused the office manager was suppose to call me Back and did not .

      Business Response

      Date: 01/08/2024

      Response attached.

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/30/2023 i went to Aspen Dental at ******************************************************************* regarding a dental emergency related to an upper molar infection that was a threat to spread to the maxillary sinus. They indicated that an oral surgeon was required for the procedure but that their inhouse oral surgeon was not available until 12/14/2023. They made an appointment for that date and billed me for the procedure. On 12/05/2023 I called them back to come in sooner because the infection had worsened. They told me the best they could do was to send me to their ********************* office on 12/11/2023. On 12/7/2023 the infection had reached a crisis point and I had to find another oral surgeon not affiliated with Aspen Dental to extract the tooth. I informed Aspen Dental of this on 12/11/2023 but they did not retract the bill charging me for the procedure even though they never performed it.

      Business Response

      Date: 01/03/2024

      Response attached.

    • Initial Complaint

      Date:12/27/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      4/24/2023 I went to Aspen dental to have a consultation to have teeth removed and dentures made. They gave me an estimate and I agreed to services and made a cash payment of $460.00. two days later they had their data breach. My appointment was scheduled for 4/27/2023 to begin treatment. Their office was shut down for over a week. I went back to see about my appointment and they told me they had no records and it would take some time before they could see existing patients and was only seeing new patients. After several weeks I got tired of waiting for them to get records so I contacted the main office to get a refund. I have been dealing with them since May 2023 to get my money back and every time I talk to them they make an excuse as to why they can't give my money back. I contacted them on November 17,2023 and they told me they would be sending me a refund check and took my address. They told me I would receive the check within **** days. I contacted them today December 26,2023 I still have not received a refund. The guy on the telephone told me a refund hadn't been issued because they didn't have an address on file. I gave him my address and he said I would receive the check in **** days and then said let me put you on hold. He came back and said he talked to his supervisor and they said a check was issued on 11/17/2023 and the reason I haven't gotten it is because of the holidays and if I didn't receive it in **** days from today 12/26/2023 to contact them again. I have walked around with missing teeth for months now and can't afford to go anywhere else without my refund from Aspen dental. I have been distressed and lied to every time I have talked to them. Please help me get my money back.

      Business Response

      Date: 12/27/2023

      Response attached!

    • Initial Complaint

      Date:12/20/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We went to Aspen to have dentures made. I paid with care credit and insurance. They are now telling me that the insurance did not pay. Last time I went in and had a payment due, I paid and asked if there was anything else due. They said no. Now they are telling me that I owe an additional $200+ that my insurance didn't pay. They refuse to accept my care credit stating its been over 106 days. This is the first I've been told about it and they are threatening to send to collections. I've been in multiple times to have the dentures fixed because a tooth keeps falling out. No one has said anything about the payment when I've went in in the past 106 days to have my dentures worked on (which is free because its a tooth falling out not due to me having broken them). I have not received notice in the mail either. I am filing complain because this is something I should have been made aware of and should not be sent to collections when I am just now being notified. They are also refusing payment that I do have because of the time lapsed but I was never made aware of the payment needing to be made when I have been in to the office on multiple occasions due to poor craftsmanship of the dentures I have paid for. I understand if insurance doesn't pay its my responsibility but if its been 106 days waiting to pay I should not be send to collections at my first notification of no payment. I also was told there was no additional payments needed and yet they are seeking more money now.

      Business Response

      Date: 12/21/2023

      Response attached.

    Aspen Dental is NOT a BBB Accredited Business.

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