Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

43 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Jan 30 2023 went to Aspen Dental for some work that needed done. but it turned to become a mess. First I told them I was 73 an on a fixed income. That I had $1500.00 from ***************** to have my work done or started they said ok mad my appointment the next week had X-rays and cleaning done that day, before i left they took me to a lady who showed me some paper work. It showed $13111.00 I told the lady I couldn`t afford that and she said that wasn`t the real ending balance once the Discounts was taken off. Then in hand written figures Both crowns $2010.00 Bridge $******* which was denied. Permanent upper and lower Partials $1643.00 Filling $12900 The estimated total for that was $6247.00 then the Cleaning $267.00 Hygiene Second one $180.00 Follow up $72.00 Oral cancer screening $30.00 that total $ ****** total of all ******* then you take ******* for the Bridge off the total and I have $3782.00 the Hygiene $477.00 total $4259.00 to the main balance$ 1311.000discount coupon$ ****** estimated insurance discount $4599.00 an then insurance Benefit $1500.00 that fee total came to ******* now I have a paper with real total and that is $11073.00 minus insurance discount $4056.00 an my $1500.plus I paid out of pocket ****** Total coming to$ ******* . I`m given a paper to sign saying my Financial Responsibility $2688.00 I signed the paper for a lone for the balance of $2688.00I thought but now Aspen is saying I owe another$4000.00 for work but I thought they used the money from the work they did not finishing . And I`ve already paid CONCORA Credit I thought was Genesis ** card service $1277.00. I can't keep paying for something I don`t have and the manager said she would work with me and talk to the DR. or someone an get back to me but won`t return my calls . I have all the paper work if you need it sent to you. Thank you
Business Response
Date: 02/05/2024
Response attached.
Initial Complaint
Date:02/02/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 a tooth that needed a small cavity he ended up digging to much into the tooth which destroyed the tooth that eventually fell out I had to have it extracted and needed a replacement on my partial I have had to contact corporate numerous times because of the dentist he has a horrible attitude and denies any wrong doing so i started going to ********** office which was ok for the firat few visits then i was told i have a gum disease and bone deterioration when I asked why was I never told this they had nothing to say
Customer Answer
Date: 01/29/2024
*******************************************************************************
And
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Business Response
Date: 02/02/2024
Response attached!
Customer Answer
Date: 02/06/2024

Complaint: 21215172

I am rejecting this response because:
I have been told numerous times by this office and by corporate I would be contacted via phone and have not!
Sincerely,

***********************
Business Response
Date: 02/06/2024
This complaint is under review.
Customer Answer
Date: 02/14/2024

Complaint: 21215172

I am rejecting this response because:
I have yet to hear from Aspen dental or anyone from corporate I truly want to get this resolved I have been struggling with this for months and I just want to be recognized for the poor treatment and bad teeth work
Sincerely,

***********************
Initial Complaint
Date:12/20/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 to have an exam which then they recommended a cleaning and possibly a crown for my cavity that had already been filled. When I went for my cleaning they then said I needed a deep cleaning which I did. All my sensitivity went away after that so I never got a crown. My care credit was charged over ***** dollars. I called and they said that my insurance covered the things I had done and owed them nothing. They said they received the money that THEY CHARGED and when I asked what it was used for if my insurance covered it she continued to repeat herself saying that I owed nothing and my insurance covered it. I am now having to dispute it with care credit who has been very understanding. How can they charge the credit card for something that I never had done?!
Business Response
Date: 12/20/2023
Response attached.
Initial Complaint
Date:10/24/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 Aspen Dental $3,538 cash for an upper and a lower denture plate and my insurance Delta Dental paid them also. I paid them in cash on July 24th 2023. My insurance company Delta Dental paid them on August 18th of 2023 since then I have asked repeatedly to get refunded my $3,538 and they Aspen Dental has yet to comply with refunding me my money.
Business Response
Date: 10/24/2023
Response attached.
Customer Answer
Date: 10/24/2023

Complaint: 20772765

I am rejecting this response because: I made payment of $3538 on July 24. Delta Dental ALSO PAID ASPEN DENTAL ON AUGUST 18TH 2023 ... IT'S BEEN OVER 90 DAYS. I have patiently waited for reimbursement for 3 months. There's nothing that needs to be reviewed. Siren Dental was paid TWICE. Also I was told by the office manager on Monday October 23, that the finances NEEDED TO BE APPROVED BY CORPORATE. But I'm their letter , it clearly states that the *************** Iowa clinic is INDEPENDENTLY OWNED. I NEED MY MONEY BACK ASAP

Sincerely,

*****************************
Business Response
Date: 10/24/2023
The ***************, ** office will be in touch with you shortly.
Customer Answer
Date: 10/26/2023

Complaint: 20772765

I am rejecting this response because: I HAVEN'T RECEIVED MY REFUND IF $3638 YET. I REQUESTED PAYMENT ON THE RANGE FORM IT READ PRICES TO ASPEN DENTAL AND CASH ISN'T A OPTION WAS THEIR RESPONSE. ELECTRONIC DEPOSIT ISN'T AN OPTION. AND ASPEN DENTALS ONLY ROUTE FOR PAYMENT IS A PAPER CHECK IN THE **** POSSIBLY 14 DAYS FROM NOW. UNACCEPTABLE. MY INSURANCE PAYS AUGUST 18TH. I PAID CASH JULY 24TH. SORRY DENTAL HAS HAD PLENTY OF TIME TO REIMBURSE MY CASH PAYMENT OF $3835

Sincerely,

*****************************
Initial Complaint
Date:07/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
The transaction took place on November 23rd 2023. I paid approximately $2100 for wisdom teeth removal. $804 was supposed to be covered by my dental insurance, delta dental. Delta dental will not cover this until they receive **rays from Aspen Dental. Since this time I have reached out to Aspen Dental over 10 times and they inform me that they are sending the **rays but they still have not. They only have one receptionist pick up who will not forward me any confirmation that the **rays have been resent and they will not let me speak with anyone else at the company. I have received notification that I am to be sent to collections within a few days twice during this time. They have paused this but they have yet to resolve the issue or send me any documentation. I would like for Aspen Dental to be held accountable and have them get the **rays to my health insurance or if they are unable to drop these charges against me as it is their failings that have caused this bill to not be paid by Delta Dental
Business Response
Date: 08/03/2023
response attached
Initial Complaint
Date:07/24/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 6/23 I visited Aspen Dental for a check up. I was very briefly seen by a dentist and dental hygienist who recommended a deep cleaning after spending perhaps 10 minutes combined looking at my mouth. Aspen Dental requested $860.84 for this deep clean procedure and requested half up front. I paid $430.42 and it was scheduled for 6/26 and 6/27 but then had second thoughts afterwards, as the speed and rapidity of the oral exam did not sit well with me. I then sought a second opinion which was scheduled for the afternoon of 6/26.I called Aspen Dental early in the morning 6/26 to cancel my afternoon appointment with them and request a refund and to send my records to the new provider . The cancellation was done, and I was informed that the payment refund could take 14 days. I was also informed that my records would be sent over. At my second opinion that afternoon, I was informed that I did not have need of deep clean, and I note that this second appointment was much more thorough than the exam had been at Aspen. Adding to the time spent at the second opinion is that neither I nor the second provider could receive a copy of the x-rays that had been requested, causing me to have to do another x-ray and examination completely from scratch, wasting both my and the providers time. It has been almost a months time and the money has still not gone back to my account. I called on 7/21/23 to talk to a manager and was told that it was actually going to be 60 days. I then called corporate to confirm and spoke with a man named **** who informed me that the process could in fact take up to 6 months and that whoever had told me 14 days on 6/26 was mistaken but there was no ETA on when it would happen - it could be tomorrow, could be 6 months, but that it was up to the refund team. No clear answer as to why the refund would take that long. At this point I feel the org is either disorganized, poorly trained, or deceptive and will tell others to steer clear of them.
Business Response
Date: 08/02/2023
response attached
Customer Answer
Date: 08/03/2023

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:06/20/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 6/8/23 I cancelled an appointment and was told my ****** deposit would be issued to my bank account within **** business days. It has yet to be issued and Aspen Dental keeps giving me the runaround stating their systems were down in May and that they need to contact another department to see where its at in the system. I tried resolving this yesterday and they said they would call me back and didnt so I reached out again today with no answers and only another Ill call you back. This should not be rocket science as they agree to owing me a refund so why can they not issue it within the window they stated?
Business Response
Date: 07/09/2023
Response attached.
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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've went to Aspen dental In ******** ** .an they made one set of dentures they were completely wrong .they made second set of dentures the same problem three monthes lster still no teeth .an they had two accounts for me .tried to charge my ins twice for this an turned round month later still no refund for the money i pd them out of pocket 250 .there computer systems r what ever .idc what there problem is no more I got lawyer an than they can pay for my gas to an wasted time an for no teeth .I'm getting ****** no reason y they couldn't put my money bk into my account I'm sick of hearing excuses sn the lie sn hand the phone off an trying to make me believe there manager when there. Not at all
Business Response
Date: 06/28/2023
Attached is the response.
Initial Complaint
Date:06/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 4, 2022 I received care at Aspen Dental on ******************************* in **********, **. While there, they set me up with an extensive treatment plan. My total for the treatment ended up being $2,976.66 after insurance. I believe there were a few things we opted to wait on, so I didnt have to pay those right away. I paid $1,000 via Debit and $1,842.40 onto a credit card they signed me up for in order to make payments on my plan. I had received poor care while in their facility and left crying in pain after one time of treatment when they did my gingivitis treatment. After that appointment, I looked elsewhere for care and went to Apex dental instead. However, I still had to finish my crown treatment that had already been started under Dr. ***** at Aspen. I was told my permanent crown would last for about 10 years. On March 3 of 2023, my permanent crown broke. I called my new dentist, and they said to call the dentist in order for them to fix my crown. I tried to call, but got their voice mail. I left a voicemail and had not heard back from them. I tried to make a new appointment, but my former dentist was on vacation. After a pretty responsive email conversation, the receptionist stop responding to my emails when I discussed either getting a refund or having my crown replaced free of charge, as my new dentist said would be the most ethical way of handling the situation. This was on May 9th and I still have yet to hear back from them.
Business Response
Date: 06/25/2023
Response attached.
Initial Complaint
Date:05/23/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
May 17th, 2023. Very nice staff, dentist, and hygienists. But I booked the visit online because they were in network for my dental insurance. The online booking made it sound like it would be for the annual dentist checkup and regular hygienist cleaning. I showed up for the appointment, got x-rays, and met with a dentist. They sent me back out to the lobby and told me to wait for the hygienist. The staff told me I was only actually booked for a dentist checkup that day and not for the hygienist portion. They scheduled me with their hygienist during an opening they had the next day. I came back the next day and the hygienist visit was "only the hygienist evaluation" for if I needed a deep clean or just the regular clean. The hygienist "found" two pockets of deeper gap between two of my back molars, everything else "looked great". Any deep pockets (#5 or above) then they recommend the deep clean with powder antibiotics to "get rid of the infection in those pockets." They quoted over $1300 (even with dental insurance) for this full deep clean. When I asked if they could just perform the regular cleaning they said "unfortunately we cannot because they (hygienist) are recommending the deep clean and we cannot do less than what is recommended by the hygienist". So overall, I had x-rays that showed no major issues, had the dentist tell me that I don't have any major issues or cavities at this time, and the hygienist tell me I am generally doing great except for these two pockets that they found. No actual cleaning though. So now that they won't perform the general cleaning, I cant go somewhere else to get a cleaning done because they have already used my dental benefits through insurance for the year... I have traveled a lot and been to many different dentists in the past, but I've never experienced anything like this. It made this dental visit feel like an insurance scam that they did the minimum.
Business Response
Date: 06/12/2023
Response attached.

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Aspen Dental is NOT a BBB Accredited Business.