ComplaintsforAspen Dental
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Complaint Details
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Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June **** 2021 I started the process of getting full dentures at the Warner Robins Ga location. I had my top teeth removed and the healing denture placed. On December *** 2021 I went back and had my lower teeth done. Everything was paid in full for all the extractions up to the permanent denture. On May *** 2022 I went in for my impressions for my permanent. I was told it would take 3 weeks for the color to come in that I wanted for my dentures. My next appointment was the being of June, I had the wax bite impressions done and was give an appointment for June *** 2022 for the wax bite try in. The office cancelled this appointment without my knowledge and told me they sent my wax bite out to a different lab and it hadn't come back like it should have on the June **** 2022. A week later I went back requesting information on when it would be finish and was told it never was sent out and the dental tech wouldn't begin to work on it until July **** 2022. I still haven't received my dentures and the office manager has discontinued communications. They are refusing a refund when they have not done the work and I am in pain due to ill fitting dentures. I have been told several times since June that the Distrct manager will contact me and that has never happened. I want my refund to be able to go somewhere else to get the work done. I have emails with office manage Rhea ******* that prove they are at fault and that show when communications have stopped.Business response
08/22/2022
Business Response /* (1000, 6, 2022/08/11) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ********** ***** on behalf of the Warner Robins, GA Aspen Dental branded practice, owned and operated by Love Your Smile LLC. 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
02/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I went to Aspen Dental on ********* **. on the **** of ******** for my first visit. I went back on **-**-** for a cleaning and to have a broken tooth seen about. They placed a temporary crown on the broken tooth and scanned for a permanent tooth. The temporary only stayed on for one day, so I went back and they placed another temporary. This temporary came off and I went back again and again. The week before Christmas I was back for another temporary crown and was told that the permanent one came from China and that lab was closed for the holidays. The last week in ******** **** they called and stated the permanent was in; however, I was out of town. I went the first week of ******* and the permanent was not right and then broke. They scanned my tooth again and I have been trying ever since to get my crown. Here it is the first of ******** and I still do not have my permanent crown. I have contacted their customer service to see about getting my money back to go and have my tooth fixed but they have not returned my call. This is totally unacceptable service. The only reason I went there was because by ****** Insurance stated that they were in network. I will not be returning to this dental office and would suggest no one use them.Business response
04/13/2022
Business Response /* (1000, 5, 2022/02/03) */ Thank you for the opportunity to respond to the complaint filed by ***** ***** on behalf of the Macon, GA Aspen Dental branded practice, owned and operated by Love Your Smile LLC. 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 /* (450, 9, 2022/02/14) */ via phone with BBB staff **: Consumer states they received their crown and are satisfied.Initial Complaint
10/05/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is a billing issue. The provider does not give precise billing information and keeps changing it's story about bill and changing what I owe. I don't know how they bill and they are not clear on their billing practices. One day, I am told I have a credit, the next after a long period of time, suddenly out of the blue, they decide owe when I haven't went for any services. And they claim that I owe from 4 years back when I paid both cash from my own pocket and two insurance policies too. So, despite have two insurance policies and paying cash out of pocket ON TOP OF those two insurance AND being told I had a credit after my last service, somehow, despite not going back for anymore services, I suddenly somehow owe after being told I had a credit and that was after my last service with this business, having two dental insurance policies AND paying cash on top of the insurance payments out of my own pocket. Their billing practice seem very shady where they are constantly changing story.Business response
11/01/2021
Business Response /* (1000, 10, 2021/10/08) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by************** on behalf of the Warner Robins, GA Aspen Dental branded practice, owned and operated by Love Your Smile LLC. 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.
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Contact Information
Customer Complaints Summary
24 total complaints in the last 3 years.
5 complaints closed in the last 12 months.