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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

    • 43 total complaints in the last 3 years.
    • 17 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:08/27/2024

      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.
      I received service in April and May of 2023, which I had paid in full in February of 2024. Aspen dental recently contacted me with a bill amount of $70.75 claiming that I had not paid, even though their online portal shows my payment of $131.35. They claim insurance did not cover as much as they estimated, however there are certain services I paid the full amount of that they are trying to rebill me for. I paid the entirety of the 4/13/23 Exam cost ($61.00) and I partially paid for the 4/13/23 Scaling W/mod/sev inflammation ($95.06). I did only pay $16.00/$32.00, so the fluoride charge is correct. My bill should only be a total of $45.94 assuming my insurance did not cover ANYTHING. Everytime I have received service from Aspen Dental, they have attempted to charge me more than what I owe and it is an unacceptable practice.

      Business Response

      Date: 08/28/2024

      Response attached.

    • Initial Complaint

      Date:08/26/2024

      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.
      My initial contact with Aspen dental in *************** was on July 24th of 2023 on August 11th of ********************************************** I don't know the date for fitting and it was in incorrect they were going to have to make another mold , of which they did at that time . I called 12/6/23 , I spoke with ********************* treatment plan coordinator. ********************* stated that they received a check from my dental insurance company ( United healthcare ) On 12/05/2023 It would need to be sent to their corporate office then Once the check cleared they would send United healthcare the refund of the $1,530.00. once that was done they would then resubmit for the second claim for the second molding . I have called on several occasions to schedule and they have not taken my calls I have left messages, no one has returned my calls . I've called United healthcare . The customer service representative stated , they paid my ( Aspen dental) claim as well as the second claim . But have not received a refund . The United healthcare i representative stated that the second claim from Aspen dental was being denied and that I would not be entitle to dentures for another five years . I have yet to receive the one full set that they had paid to Aspen dental.It has been just over a year now I'd like what my insurance paid for my dentures. * Side note my insurance stated that I qualify for $4,000 in dental Aspen dental put in for their cheapest dentures at $1,500 instead of the premium dentures that I chosen.

      Business Response

      Date: 08/29/2024

      Response attached.

    • Initial Complaint

      Date:08/05/2024

      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.
      Ive been dealing with this business for about 2 years to get dentures. I received the upper dentures that work okay but when the lower dentures were installed it was very painful. I have gone back to the business for over 8 times now trying to re-align the lower dentures so that they would function properly and at the last visit I was told that I needed to have a wisdom tooth extracted and included in that would be a consultation which totaled $750. This did not and has not happened. Around May of 2024 I spoke with their account manager, ***, who spoke to me at great length reassuring me that he would do what it takes to remedy my concern. He said that he would get back to me the next dayIm still waiting. I tried to reach out a couple more times and was told that *** was either with a patient or doing something else. Im am so frustrated because I am not able to eat the foods that I like, my speech has been affected and my face is losing its countenance because it has no support in my mouth. Im not going to go back another time to get this fixed. I want a refund, not only for my discomfort in living a quality life but for the stress that this has caused me. Im not a youngster, Im a 78 year old grandma. Please help me to find a resolution to this nightmare that Ive been living in. Im on social security, do not have dental insurance anymore so Im hoping that you can help. I do have a appointment scheduled with another dentist for a second opinion and hopefully to get this fixed.

      Business Response

      Date: 08/05/2024

      Response attached.

    • Initial Complaint

      Date:06/17/2024

      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 purchased a set of dentures the lower ones i dont have a problen with the upper ones dont fit and i have been waiting for 2 months to get an appointment to have them adjusted and was told to call them. i cant wear the upper ones because they dont fit.and i have told them that on a couple of ocations..and the have a policy that a 100% satisfaction guaranty but i can get them to set up an appointment to get the adjustment

      Business Response

      Date: 06/19/2024

      Response attached.

      Customer Answer

      Date: 07/16/2024

      it was from a previous complaint with the bbb. I had to file a complaint with the bbb to get a responce from the business I set up an appointment for July 15 2024 for them to adjust the upper denture and this was after I filed a complaint and I waiter 2 weeks to get an app. then they canceled the appointment 1 hour before the schedule app I would prefer a full refund because I set the last appointment up because of my work schedule they can't call me a hour before the appointment and cancel

      Business Response

      Date: 07/16/2024

      Please call ************, option 2 to schedule your appointment. The office has been trying to reach you.

      Customer Answer

      Date: 07/16/2024

       
      Complaint: 21855557

      I am rejecting this response because:

      Sincerely,

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

      i waited 2 weeks to get this app on July 15 I have a very difficult work schedule when you cancel 1 hour before schedule app when I had to take the day off with no pay and you cancel 1 hour before 

    • Initial Complaint

      Date:06/07/2024

      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.
      I paid for Aspen Dental 3279 for their Motto Aligners in two payments. The first was on 9/21/2023 for 1700. The second was 1579 on 10/25/2023. Aspen dental failed to uphold their Terms and conditions that I signed for stating that I would need to use their app to document my treatment. I was never given access to the app, even upon request several times. They gave me 10/22 trays to start with. When nearing the end of the first 10, they had me back in and gave me trays 12/22. I called about a week later asking where **** 11 was, and they got very defensive when I asked if they had it as I was being hopeful thinking I may have lost it. They make me wait 2-3 weeks for a replacement tray 11. So I get that, *** glances my way from across the room says awesome looks good and goes on his way. I get to tray 20/22. 4/19/2023: I go for one of the supposedly final appointments before getting a retainer, and I ask about the fitment as they don't seem to be fitting my incisor teeth well. They do a scan, and tell me they will have some new ones made. 4/25/2023: They call and say they have the trays ready, and that I need to come in. I get there and the Assistant takes me back. She pulls out one marked tray 11. She says there must be a mistake with the label and tells me to put in anyway. I'm glad I held on. That package because that was the original tray 11 as it says it was manufactured 2023-11-02 on the package. November 11th. They rushed me out of the office saying the other trays would be there soon. A few days later they call and bring me back in saying they need to do more scans as there was an issue. Now as of June 6th they have failed to produce new aligners. I asked for a refund, and because I'm tired of showing up for appointments that they cancel because they claim the aligners are still in the mail. Now I can't talk to anyone there and they won't return my call.

      Business Response

      Date: 06/10/2024

      Response attached.

    • Initial Complaint

      Date:05/29/2024

      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.
      I took my wife to aspen for a simple extraction. she was made to pay full price of $355.00 for worst case scenario and was told she would be refunded the difference. They spent the most of our 2 hour visit giving her a sales pitch with a quote of over 6k when she declined, the *** decided to report a surgical procedure that didn't happen I have pictures. there was also very little bleeding involved, Pics of that too just 1 gauze was needed. The average price in **** for a simple extraction is $70. to $200. Payment was required before services were rendered. Aspen Dental will rake you across the coals and charge you more for doing it !! this was in ***************. The *** claimed removal of residual roots which didn't happen. It was a simple extraction, he pulled the tooth and was done. there was no cutting done. I have pics for that also. They're running a scam where if you don't agree to sign a contract with them to spend thousands they lie about the possibility of a refund, charge you for a surgical procedure that never took place to maximize their profit. FIND ANOTHER DENTIST!!!! These guys are crooks!!!!

      Business Response

      Date: 05/29/2024

      Hello, I am so sorry for your negative experience. I am having trouble locating your wife's Aspen Dental account with the phone number and name you provided. Do you have her account number? If not, please provide her date of birth, and a phone number or email address that is associated with her Aspen Dental account so I can better assist you. Thank you so much!

    • Initial Complaint

      Date:04/04/2024

      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 4/3/24 I received a text message from Aspen Dental that I owed $958.52 dollars. I called them and spoke to the gal did the financing for my dental work, she stated that the amount owing is what my dental insurance did not cover for the extractions of my teeth. I applied for a care credit card to cover the dental expenses, which I thought were all inclusive with $2200.00, this was not true. I was never told by her or the dentist that the extractions were going to cost me above or beyond the $2200.00. I have never received anything from my dental insurance about these charges. I feel that this is a scam to get more money by Aspen Dental I also feel that they should discharge this amount. Like I stated I was never told the extractions were going to cost me, I would not have had this done if that was the case. Now I am going to have to take money from my 401K to pay this bill I was not prepared for.

      Business Response

      Date: 04/05/2024

      Response attached!

    • Initial Complaint

      Date:03/22/2024

      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.
      Came in on 12-27-23 for a consultation for a dental implant and they were having trouble figuring out what my insurance will cover so they manually entered it and before insurance it was $6,300. With insurance a little over $3,000. I paid for the surgery ($2,298) and go back in a few weeks to get the implant done. On 1-15-24 (day of surgery) they said I had a remaining balance of a little over $800. No big deal. Well it was a holiday so I wasnt able to get ahold of my bank so we agreed for me to pay it at my next visit. My next visit (3-8-24) they told me I have a remaining balance of $4,012! I said what about my insurance and they couldnt give me any clear answers (Im not maxed out all Ive had is my cleaning this year besides the surgery and my dentist told me I still had a little over a grand left before I hit my maximum). So I went to my actual dentist and explained what Ive been through. She went through what theyve billed to my insurance and everything theyre charging me for. First, I was overcharged for the surgery by $301.30. My dental insurance said I was only responsible for $1,996.20 of the surgery. Second, they charged me for a procedure I didnt even need done at ALL which costed me $721. My treatment plan I was given originally said this procedure was $674. Regardless, I didnt need it. It was not necessary at all. Its not something you need at all with posterior implants. She said the first treatment plan had one code (D4226) for guided tissue regeneration, resorption barrier tissue. For $674. The paperwork they sent they changed the code to D6106 for the SAME procedure and charged me $721! My dentist told me start to finish with a posterior implant with insurance it shouldnt be anymore than $4,000 (roughly $2,000 out of pocket).

      Business Response

      Date: 03/25/2024

      Response attached!

    • Initial Complaint

      Date:03/01/2024

      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.
      I went to Aspen Dental on 9/5/2022 to have a tooth in my dentures replaced as it had fallen out. When I went to pick them up on 9/6/2022 I was told I didn't owe anything as they were still under warranty. Now 1 1/2 years later they are telling me they were not under warranty and that I owe them $163.00 Statement date of 2/5/2024 Am I legally responsible to pay this bill? Or should they stand by what they told me on 2/6/2022?

      Business Response

      Date: 03/04/2024

      Response attached.

      Customer Answer

      Date: 03/06/2024

       
      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:02/19/2024

      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.
      I went in for a dental cleaning. They told me I would owe $297 and had me sign for it to charge my Aspen dental credit card. Later, I received a letter from delta Dental saying I only owed $61 for this appointment. I complained about this with the credit card company that Aspen Dental is committing fraud. They did an investigation and sent me a too bad/so sad letter letting me know that I had to pay the whole $297 because I signed my signature. Since it is a credit card, I have to pay it.

      Business Response

      Date: 02/20/2024

      Response attached.

    Aspen Dental is NOT a BBB Accredited Business.

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