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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 13 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:04/20/2025

    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 had an appt with Aspen on March 7 for x-rays. During that appt, I was told I needed a deep cleaning due to gum disease. Later, the office manager pressured me to get that done within a week. I work, and Aspen isn't open on Saturday here, so I scheduled it for 10 days later. I've had Care Credit in the past so I could spread out no-interest pymts for what my dental insurance didn't cover. My dental ins. has always been filed first though by all the dental practices I've been to across the country for decades. I took it for granted that that would happen with this dental office also, so I signed financial papers for credit with a company called *******, which I assumed to be similar to Care Credit. Aspen submitted a claim to them on Mar 8 though for services I hadn't even received yet, and without filing a claim with my ins *** They charged $639 to Fortiva who charges interest. I contacted Aspen many times by email, phone calls to their local & corp offices, and by going there in person to get a billing statement, but got no response. I also took my 1st EOB from ***** Dental to them personally. Finally, I got a statement from Aspen, but it only showed the ins. pymt of $172 for the 3/7 Delta EOB which I'd handed them and it did not reduce the *** they claimed I owed to them via Fortiva. According to Delta, I owe Aspen a total of $450.40, not $658.69! Aspen has still not notified Fortiva of the second ins pymt by *****, because I just called them. I doubt they will notify them unless I take action, which I am doing. It hasn't done me any good to call Aspen directly, so this is the next step. Aspen is overcharging me $208.29. If I hadn't called Delta Dental for my EOBs, I wouldn't know I was being overcharged & I would continue being overcharged by them through Fortiva. I think that's Aspen's strategy. A notice on my ********* says: "These svs were performed by a contracting/participating provider who agrees to Delta Dental's determination of the accepted fee."

    Business Response

    Date: 04/21/2025

    Please find attached response.  Thank you

    Customer Answer

    Date: 04/21/2025

     
    Complaint: 23228872

    I am rejecting this response because:  Fortiva Mastercard has not been contacted by Aspen Dental.  I called Fortiva yesterday and they are continuing to charge me $639 plus daily accruing interest, as though I did not have dental insurance at all and had to pay the full cost myself.  In addition, I thought ******* was like Care Credit and would provide me with a way to spread out payments without interest after Delta Dental and Aspen Dental came to terms, not before.  I was not informed by Aspen that I would have to pay interest charges to *******, which would start accruing immediately, even before I had my next appointment and the cleaning done!  I have hand-carried both EOBs from Delta Dental to Aspen, to make sure they actually saw my insurance payments and what ***** said I owed, but even that has not changed how much Aspen is trying to make me responsible for via Fortiva.  I feel like I'm being railroaded.  This has been a stressful and confusing mess!  I've been going to dentists for more than 60 years, but I've never had an experience like this before.  As someone said on social media about Aspen Dental: "This is the result of what occurs when an investment firm owns a medical office. Profits, not patients, is their number 1 concern."  To quote someone else who had similar issues with Aspen I've had: "...they have you finance through credit but they charge it before you even receive any care, so it's hard to back it up because you sign the papers before treatment, and the issue is that they don't file the insurance like they are supposed to."  

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

    Business Response

    Date: 04/21/2025

    This complaint is under review. Please allow additional time for the office to review and respond.

  • Initial Complaint

    Date:01/21/2025

    Type:Product Issues
    Status:
    Unresolved
    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.
    Date(s) of Transaction: 11/27/24, 12/10/24 and 12/31/24 Amount of Money Paid: $1,882 Committed to provide: Please see attachment Nature of dispute: *********************** not taking responsibility for mistakes, excessive charges Business tried to resolve: No ***PLEASE SEE ATTACHMENT FOR DETAIL INFORMATION***

    Business Response

    Date: 01/22/2025

    Response attached.

    Customer Answer

    Date: 01/28/2025

     
    Complaint: 22826284

    I am rejecting this response because:

    1.) Aspen Dental Douglasville tried to use a document I signed AFTER my treatment on November 27, to relinquish them of being responsible for the damage to tooth #**. No such document was in effect as of November 27, **24. (See attached email). I was asked to sign this document at the beginning of my visit on December 10, **24.

    2) Aspen Dental ************ is still trying to be my provider. I do not wish to do business with them.

    3). The only response I need from Aspen Dental Douglasville is for them to agree to the terms in my complaint.

     


    Sincerely,

    ****** *****

    Business Response

    Date: 01/29/2025

    The office has contacted the patient with what they are willing to offer to resolve this.

    Customer Answer

    Date: 02/01/2025

     
    Complaint: 22826284

    I am rejecting this response because:
    the Douglasville Aspen Dental office is not willing to do what is fair. I will proceed with a formal complaint to Aspen Dental and the Georgia Dental Board.


    Sincerely,

    ****** *****

  • Initial Complaint

    Date:11/29/2024

    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.
    I went to Aspen Dental mid October for teeth cleaning and I was told I had gangivits or gum disease. I was told I need deep cleaning, and that I would receive toothbrush set, water flosser, toothpaste and mouthwash. The receipt I was given I signed and went over the charges. I was told also that I need aligned which I was going to finance with credit care. However, when I saw the bills, Aspen did not file my dental insurance and instead wanted to charge the credit card card. I stopped the payments on that October 31st. I kept asking to speak to regional manager, which they refused and refused to give me the name of the regional manager. I was charged for services I did not receive for example, it was my first time doing deep cleaning and on top of that I was charged for maintenance cleaning, I was charged for toothbrush $200 I was told its complementary, I was charged for sealants on my teeth which I didnt receive, I was charged for extra x rays that were charged on top of the comprehensive exam charges. The list goes on. I went in for my aligned to get scans, I never saw the doctor just a technician. This is frustrating because I asked why wasnt the doctor here and they couldnt answer. I immediately cancelled the aligners process and blocked my credit care card. I called Aspen and argued that my insurance needs to be filed, which it has and insurance ended up covering $1500 and Aspen charged my credit card circa $1,000 but they also refunded circa $1,200. They are a big fraud and they have stressed me financially and I cant solve then$1,000 debt. This has been by far worst treatment I have received. They should be audited and held accountable for their actions. Because they have you finance through credit care but they charge it before you even receive any care so its hard to back it up because you sign the papers before treatment and issue is that they dont file the insurance like they are supposed to. This is in *********** on **************.

    Business Response

    Date: 12/10/2024

    Response attached!

  • Initial Complaint

    Date:11/16/2024

    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.
    Open transactions - paying monthly. Location ******************* ***************. GA ************************************************ temporary dentures . I've had ongoing issues and b still cannot put in my bottom teeth. I've scheduled multiple appts and never get to see a dentist. I cannot eat and have lost almost 80 lbs. For a month I tried to reach their office and eventually reached someone who told me their systems had been down the whole month. I've spoken to the office Mgr. Who told me that I'll need to come to with another 10k to get my dentures, after they have charged me over 7k I financed and I still have no teeth.I work in financed services industry in a technology leadership role and was promised I would not have to b be without teeth for more than a week,

    Business Response

    Date: 12/03/2024

    Response attached!

  • Initial Complaint

    Date:10/30/2024

    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.
    Based on recent case ********, my account did not received the full balance refund as stated due to the deplorable serviced received by this facility. Im in filing another complaint to retrieve the remaining balance that was charged to my account to satisfy my full balance paid to facility. The facility failed to provide an itemized bill and gets easily frustrated when reaching out with billing questions. If additional outreach is required please have a regional or district manager reach out. I dont not want to converse with any of the individuals at this particular office

    Business Response

    Date: 10/31/2024

    Response attached.

  • Initial Complaint

    Date:09/27/2024

    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.
    Went to Aspen Dental office off highway **************** . September 27th 2024 I get there about 9:45am my appointment wasnt until 10:30. First there was a problem with my time the receptionist told me she couldnt find my name ! But she said she tried to call me to confirm my time?? Then I get a hygienist she wasnt familiar with anything I had about 10 x-rays she kept repeating them and the x-rays were hurting the inside of my mouth , she had to go get someone else to finish. She tried taking my blood pressure 3 times and still didnt get it. Then she couldnt get the scanner to work for taking more pictures of the inside of my mouth. Finally about 10mins later she comes back, I never did see a dentist only hygienist! Who told me I had to go to another Aspen office for the procedure I needed. So then they told me to go to the green room & wait for a consultation & to discuss payment. That was about 12:00 then I sat in a cold freezing room ! I have 2 pinched nerves in my neck and the cold was killing me. The lady I was supposed to be talking to was just walking ************* then she started cleaning a closet! I finally couldnt take it any longer at 1:45 I said I had to leave I told them she could reach me at home which she didnt. So in all actually I was there from 10:00am to 1:45pm and all I get was some x-rays . Terrible first impression afraid to go to the other office if its anything like the one I went to today, there was also a lot of laughter , playing around with each other, so much unprofessionalism. Thank You // ***** *****

    Business Response

    Date: 09/29/2024

    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!

  • Initial Complaint

    Date:09/20/2024

    Type:Sales and Advertising 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.
    Aspen made dentures, they looked great. I went back and had adjusted. However anytime I wear dentures , they cause sores, ulcers, bottom dentures keep coming lose even with adhesive.

    Business Response

    Date: 09/24/2024

    Response attached.

  • Initial Complaint

    Date:08/27/2024

    Type:Order 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.
    07/16/2024 I had my teeth clean on 08/14/2024 , I was in the office on 07/16/2024 I was told at this time what my portion of the bill that I would have to pay and what portion the insurance would have to pay , I received a bill today for ******** , I visited the office this ****** , the lady told me that Ins only paid a portion , I return home and call the ********** , the ********** said this bill was never , pre authorized , we have tried calling the office , we are just given the run-a round , there were charges on the bill that I would like to understand how they occurred Can someone please help with

    Business Response

    Date: 08/29/2024

    Response attached.

    Customer Answer

    Date: 08/30/2024

     
    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:08/19/2024

    Type:Customer Service 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 paid over $2000 for wisdom tooth surgery. I was reassured multiple times that I did not owe any more money and that everything was paid in full. I got a bill 3 months later for $740 and its through a collection agency. I need this straightened out

    Business Response

    Date: 08/19/2024

    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!

  • Initial Complaint

    Date:08/06/2024

    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 went to Aspen Dental on July 9th for a routine cleaning, and around three weeks later, I received a text saying I owed $129. It turns out that neither the medical nor the dental insurance had ever received a claim when I called the companies to inquire about the status of the claims. The office assistant said she will resubmit the claim as she could not provide the bill/claim information when I called the dental practice to request it so I could submit for payment. The claim has not yet been submitted; other claims have been made and paid for after the requested date, but this one has not. I'm asking that the claim be sent to both insurance companies or a billing summary/claim be provided to request payment from the insurance company.

    Business Response

    Date: 08/12/2024

    Response attached!

Aspen Dental is NOT a BBB Accredited Business.

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