ComplaintsforAspen Dental

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2021, I went to Aspen Dental to schedule an appointment to receive a full set of dentures. I was given the amount of the procedure(s) and applied for and received a Care Credit card. The amount that was charged to that card was around $2500-$3000 dollars. I went in for the procedure on 6/7/21. I had a problem when I checked in because the receptionist told me that I had to pay approximately $450 dollars more before I would be seen. The issue was resolved and had the procedure done. I was told that Aspen was having issues with my insurance carriers, United Concordia and AFLAC. They told me that they would get it squared away. That was the last that I have heard from Aspen Dental until I received the bill that is attached on 6/11/24 ($1738.83, account #********, full payment requested upon receipt). In the three year time frame I paid off the Care Credit account and the account was closed due to it not being used. I contacted the Aspen Dental billing department and spoke with a young ***** ********* (not exactly sure), and explained the situation. I asked her why it had taken so long for them to send me a bill. I told her that I thought that the account was paid in full. She put me on hold and told me that her "support" staff related that one possible cause is the fact they went through a system upgrade (it took 3 years? ). She informed me that the insurance companies did not pay the difference. I no longer carry them. I stopped coverage a year or so after the procedure. She told me that 3 statements were mailed between 6/14/21 and 9/1/21 for $4763.83. Another statement was sent on 12/5/22 for $2910.23. I received none of the statements and they stated they could not provide me copies of them when I asked. I was told that I could not speak to anyone else about the matter. If insurance had not covered any costs I should have been billed at the time, not three years later. Please explain.

  Business response

  06/23/2024

  Response attached.

  Customer response

  06/23/2024

   
  Complaint: 21838151
  
  I am rejecting this response because: The Aspen Dental location that performed the work has not contacted me about the complaint as was noted in the letter dated 6/23/24 and their response should be included in this complaint. They've had three years to conduct their "investigation" on what happened. Any response that they make needs to be included in this complaint. As I stated in my complaint, when I walked out of that office after the work was done, there was no attempt to bill me for the services they say I need to pay for. I thought that we were finished and debts were paid. I have not received any other bills nor have I received any type of collection efforts other than the bill that is attached to this complaint. I have since dropped the dental insurance in question and Care Credit closed the account due to inactivity. I'll be waiting to hear from them and the response needs to be posted here. 
  
  Sincerely,
  
  *******************

  Business response

  07/02/2024

  ********** manager called ************ on 6/27/24 and told him that the insurance team has worked on his account, and he has a 0.00 balance. He said "that is great news, thank you." ********** manager told him if he had any other questions or if he receives anything else to give me a call. He said "ok, thank you." (phone call ended). This is resolved.

  Customer response

  07/02/2024

   
  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

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 23, 2023 my 3 children were seen at Apen Dental *********************************** for a routine check up and cleaning appointment. At this time my children were seen by the dentist *****************************. All 5 members of my family have been receiving routine dental care at Aspen Dental ********* since 2015. It is my understanding that Apen Dental Johnstown has a contracted agreement with my dental insurance Dominion Dental federal employee plan. Over the course of the last 9 years, myself and my family have paid only our $10.00 co-payment for bi-yearly cleanings and check-*** at this dental office as contracted through our dental insurance. On March 23, 2023 my three children were charged $91.60, $76.60, and $11.80 for the same routine check-up and cleaning. On January 19, 2024 I was charged $31.40 for the same check-up and cleaning. On January 30, 2024 my wife was charged $31.40 for the same check-up and cleaning. I received the first bill for these charges on March 1, 2024. The total account balance was $242.80 for 5 routine check-*** and cleanings for my three children, wife, and myself. I called Apen Dental ********* to get an explanation why we were billed more than our standard $10.00 copayment and dispute the charges. I was told they could not help me because they do not handle any of the billing. I was told the billing was now being handled at the corporate level and I would need to contact the phone number listed on my bill. They explained they could submit a ticket on my behalf to have the bill "looked into". I asked them to please do so. I then proceeded to contact the phone number on the bill which is ************. This number is a non-working phone number. After doing some research online, I found a phone number for Aspen Dental on their "contact us" web page. That number was ************. I called this number on March 29, 2024 at approximately 10:30 a.m. At this time I was told to disregard the bill, and it was still being processed. I explained that some of the charges were from services in March 2023, one year ago. I was informed that the billing system was down for a long time, that is why there was a delay in billing. I disregarded the bill as instructed. On April 25, 2024 I received another bill from Aspen Dental for all the exact same dates of services. This bill has a total amount due of $221.40. Once again I contacted Aspen Dental at ************ on April 29, 2024. During this phone call, and after I spoke to my dental insurance, Dominion National, I discovered that ***************************** was no longer considered to be a participating in network provider with my dental insurance. I was informed that he failed to renew his contract with the Dominon *********************************** plan. His contract expired in January 2022 and my family received services on March 2023. However every other dentist who provides service at Aspen Dental ********* is a participating in network provider with Dominion National. I was told this was the reason why my family's routine exams and cleanings were billed at the rate that they were and why I was responsible for the large payments. In the past 9 years of receiving service at this location, my family has received services from **************** and other dentists at this location. At every date of service we were provided with a participating in network dentist. We were unaware at the time of our appointments that **************** was not participating with our insurance plan. I don't believe I should be held responsible for payments from dates of services where the business knowingly withheld information and deceitfully provided service with providers who were not contracted with our dental insurance.

  Business response

  05/09/2024

  Response attached.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Aspen Dental In ******** aprox 5/2023. I had a tooth that needed to be pulled and they decided to pull the tooth and clean my teeth. Because of the pulled tooth, they did the cleaning in 2 seatings. Never ever did they say what anything would cost, they continuously messed up my appts. ( constantly blaming it on their computer system). I paid hundreds of dollars out of pocket for a simple tooth pull and a teeth cleaning. Months after this whole mess, I get a bill for over ******! They billed my teeth cleaning in 4 segments and at no time was this ever explained to me. They constantly lied, didnt know what they were doing and ultimately I paid them to end it. Do not go there!

  Business response

  01/18/2024

  Hello ******* - I have tried to search your account using the email address and phone number you provided and it is not pulling up anyone named *************************. Can you please send me the phone number or email address associated with your account as well as your date of birth? If you have the account number, that is great as well.

  Customer response

  01/18/2024

   
  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,
  
  *************************

  Customer response

  01/18/2024

   
  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,
  
  *************************

  Customer response

  01/18/2024

  This has NOT been resolved. I never saw the response. The email attached to that account is ********************** Those people treated me terribly and I want them to know it. They billed my insurance in a way that benefited them only. They never ever explained what they were doing nor did they give me an estimate. They claimed their computers were down. It was a scam. 

  Business response

  02/02/2024

  Response attached.

  Customer response

  02/09/2024

  How is this resolved? The last message said Aspen would reach out to us. They never did. I want my complaint to stand. Furthermore, they said theyd give us 10% off because we paid cash. They never did. Hard to believe a business can get away with this. So wrong. 

  Business response

  03/06/2024

  This complaint is under review.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4 January 2022 I took my handicapped son to Aspen Dental to get dental inserts for all of his upper teeth. They placed four studs in his upper mouth to hold an appliance which replaced all of his upper teeth. Over the next ten months my son complained to severe pain, claiming there was something protruding from his gums. On 24 October the appliance was removed. Shortly there after we took him to an oral surgeon, who removed the root of a tooth from where one of the studs had been placed. Aspen dental then left my son with no upper teeth and only a make shift denture which fit poorly. On 15 Dec 2022 we met with Aspen Dental and requested they refund our money. They offered to refund $11,000.00 claiming we needed to pay for the removal of his teeth. The stipulated that any refund must go to ******************** their incestuous lending partner. I have stopped paying Security First with $11,000.00 remaining on the loan. We would like the full $18,000.00 refunded. $11,000.00 to go to Security First and $7,000.00 to go toward fixing my sons teeth.

  Business response

  12/15/2023

  Response attached.

  Customer response

  12/18/2023

  I reject their offer. The letter stated that they would  make an offer at a later time. There was no actual monetary offer made.

  Customer response

  12/18/2023

   
  Complaint: 20998016
  
  I am rejecting this response because: There was no actual monetary response attached.
  
  Sincerely,
  
  ***********************

  Business response

  12/19/2023

  The office will be in touch with you directly.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I broke a single tooth, l contacted my insurance company Delta Dental to find an in network provider so l got Aspen Dental. I moved to ********** ** on August 26, 2023 so was needing a new dental provider. I went on there webpage and select emergency option and then gave me different options and one was Broken Tooth and or Pain, l select that boked the appointment for August 29,2023 at 430 pm. In the morning on August 29, 2023 they called me asking if l could come at 330 pm and l said yes. So l went to my appointment and checked in. I was called by the Dental Assistant and taken to an exam room. I told the Dental Assistant why l was there and she told me you are down for a new patient , and l told her l ***** booked an new patient appointment l booked an emergency one. So we went back and forth and the they got the Dentist as l understand he was filling in to the regular Dentist there, l forgot his name but he was not american as far as his ethnic background. He told me he would check with the office manager to see if they can change it from new patient to take care of the issue one, so he left and then the Dental Assistant came back and said they changed it. So she took me to get two xrays on panoramic one of my full mouth and one of the single tooth l have the issue with. Then she took me back to the room. So l waited she came back and told me the Dentist was looking for the materials to fill the tooth. Then later he came in and said that the xray on the single tooth that showed an infection. He said he had to treat it, and l said okay as l said okay l thought he was going to prescribe an antibiotic and l would come back, he said we need to take xrays of each individual tooth l said you already took a full panoramic xray so why the individual xrays and l am not having issues with the other teeth. I got made and at this point was 515 pm so l was there l hour and 45 minutes and no results, l am not stupid to Dentists 1) any time l have had a infection they give me antibiotics not more xrays, l saw he was trying to tack on more the what they would claim to the insurance company almost the same as going to ********** and they try selling you more the oil change. So nothing was accomplished, l still have the problem 2) l never changed my appointment from emergency to new patient so not sure who at Aspen Dental changed it without my authoriation. I called Delta Dental my insurance and filed a grievance since they took xrays they will claim that, so Delta Dental told me to get there office to send me the xrays which l will try to do but if unsuccessful l wish your office to assist and have them sent to me. This dental provider was unprofessional and there office manager after l got mad told me leave the office and escorted me to the door, l had a right to get mad as a consumer for wasting my time and trying to milk me for more out of my insurance before doing anything, so if l have a infection l have no antibiotics prescribed. Thank You *********************

  Business response

  09/06/2023

  Response attached.

  Customer response

  09/09/2023

   
  Complaint: 20540556
  
  I am rejecting this response because: I called the person in the letter and left a message to have a call back as well as l have emailed her asking for a call back and her letter said she would be reaching out to me and have not received a response from either, matter not resolved.
  
  Sincerely,
  
  *********************

  Business response

  09/14/2023

  This case has been closed. The patient has been dismissed from the practice.

  Customer response

  09/15/2023

   
  Complaint: 20540556
  
  I am rejecting this response because: They have not worked directly with me on this complaint as thy mentioned in the last statement of the letter the BBB received, l have left a voice message to the number in the letter as well as sent an email that was in the letter and NO RESPONSE from them.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a procedure that was not preformed. They instead pull my tooth. I was to receive a refund back to my in-store credit card. This has not been done. I keep calling and getting told another 2 weeks. It's been over a month. This is affecting my credit. The credit card company keeps sending, calling for payment when they need to refund ****************. Please help me to retrieve my refund. I have called the credit company and explained the issue. The aspen dental location in Rutland needs to refund the money back to the credit card.

  Business response

  07/19/2023

  This is already on file under ID ********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing in today to file a complaint on your ****** ** location, I have had a HORRIBLE experience at this office that has taken THREE 3 months to try to resolve. I went there as a new patient in November 2022, they tell me I need to replace a old crown. Well between December 2022-February I have went to this office over 11 times and they have made over 6 crowns in the past 3 months for this same tooth and the crowns fall off in a matter of day, they have taken MULTIPLE impressions, scans, tried sending the crown to different labs and every time it comes in it does not fit and falls off. As of last week was my 12th appointment for this same crown, they put on the permenanet and it still does not fit. I can see the tooth under the crown! It shoudl not take 3 MONTHS, a total of 12 appointments, 6 different crowns all for the same tooth and the crown still does not fit or stay on. I am demanding the money I paid for this crown to be refunded back to my CARE CREDIT card that I used to make the payment, this is absolutley unprofessional and ridiculous.And I also need to file a complaint on ***** the office manager of this location, everytime I call her about this crown falling off she tells me "oh that is normal and just not to wear the crown" WAIT WHAT? THAT IS THE CRAZIEST THING I HAVE EVER HEARD.This location everyone that works there just got out of dental school and has NO CLUE what they are doing!I am requesitng the money I paid for this crown to be refunded!!!!!*************************** ************

  Business response

  02/14/2023

  Response attached.

  Customer response

  02/14/2023

   
  Complaint: 19395150
  
  I am rejecting this response because:   I am requesting a refund back to my CARE CREDIT card for the $319.00 portion I paid for the crown.  plaease process the refund, as you had me come in over 12 times, I missed a ton of work becuase of this and I should not have to pay for someone elses mistakes
  
  Sincerely,
  
  ***************************

  Business response

  02/21/2023

  This case is still being reviewed.  ***** allow more time.  Thank you!

  Customer response

  02/27/2023

   
  Complaint: 19395150
  
  I am rejecting this response because:  I have not heard from the business
  
  Sincerely,
  
  ***************************

  Business response

  03/07/2023

  This case is still being reviewed.  Please allow more time.  Thank you!

  Customer response

  03/13/2023

   
  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

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the Aspen Dental plan, which gives you discounts on dental services, on Nov. 8, 2022, for my wife, ********** for $39 and added myself for an extra $20 totaling $59. The sign up info says if you cancel without using it within 30 days you will get 100% refund. I cancelled the next day, Nov. 9.by email, and got a confirmation reply but no refund. I sent a couple more emails asking for the refund and got no response and still have not gotten a refund. I am attaching the receipt and emails related to it. P.S. I was trying to choose the address of the headquarters *************************************************************************************** but it instead chose the address you see in *************, **

  Business response

  12/26/2022

  The Savings Plan is through, ********.  You will need to contact them directly at ************.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/21/22 I was charged $2,451.00 for a custom abutment and crown. The titanium implant had been already been placed successfully by Aspen Dental. Between May 2022 and 06/21/22 I had been seen many times, had many scans and X-rays to prove this was a sound implant. Sometime after the uncovering of this implant and the placement of the abutment and crown, it began to shift and become painful. I'm not a dentist, but I believe it was because of too much force and continued attempts to get non-custom bits to engage. On 06/21/22 after weeks of waiting for what was billed as custom prosthetics, a standard (from a tackle box) abutment and crown are placed. I leave the office with a tooth sticking out sideways from my upper jaw. In one day it's hurting. After patient shaming, I'm given something for the pain and brought in the next day. The standard tooth that's sticking out sideways is removed, I am told to return on 7/13/22 for another scan. The last scan took two dentists because they could not get the scan body to engage, it was then that the oral surgeon told the dentist that a custom abutment and crown were needed. On 7/13/22 they still can't get the scan body to engage and want me to come back. I am not kidding when I say that this hurts, but this time my beautiful implant has now migrated all the way to the very edge of the outside of my gum. They wrenched the implant over and over trying to get standard equipment to engage, they lied about ordering custom prosthetics, they put a tooth in my mouth that sat sideways. And the very best part is that they can't figure I why I won't sign up for it all over again so they can 'make it right!' They want me to wait weeks for a refund, when they wouldn't let me walk past the waiting room without thousands of dollars. I have asked to speak to corporate, I was given a card that looped me right back around to the local office. The doctor who caused this tried to blame it on the owner who was the only one who didn't hurt me.

  Business response

  08/11/2022

  Dear Sir or Madam:
  Thank you for the opportunity to respond to the complaint filed by *********************************** on behalf of the
  ************, ** Aspen Dental branded practice, owned and operated by Rennigade Dental Group PllC.
  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

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I presented with a sturdy, healed titanium implant in May 2022. I was ready to proceed with the uncovering and crown placement. My x-rays an scans were right where they should be. I had the implant uncovered, the procedure was painful, but I'd never had one before, I thought that was normal. I wait for it to heal again and come back to be scanned again, they have trouble engaging the scan body. The same doctor who did my uncovering assisted the dentist in getting the scan body engaged and told her I would need a custom abutment and crown because my implant is sitting sideways in my upper jaw. I wait for weeks, am canceled twice. I think it's taking extra time because it's custom. The day finally arrives, I'm so excited. I have paid $2.451.00 for a custom abutment and crown. The doctor tells me bone around my implant is now showing bone loss, when the prior scan and X-ray were fine. The abutment she places is not custom, but standard. The crown she places is not custom, but standard. The tooth is sticking out at a 45 degree angle, she walks out. I leave with a tooth sticking out sideways. I make it one day and I'm starting to really hurt. I call the office and ask for something for the pain, they bring me in the next day. The doctor removes the abutment and crown and says she's going to order a custom set. She documented that she provided a custom set in the billing to Humana, I have it. She brings me back in for another scan, can't get the scan body to engage again. Wants me to come back again... This stuff HURTS! I had a beautiful implant, the torque, the attempts to engage standard abutments and crowns where a custom was needed, the charge for a custom set that wasn't provided, the sideways tooth, I'm just over it. I want my money back. These people attempted to pull a fast one and now they are making "money back guarantee" a long drawn out process. I will NEVER go through a corporate dental group again. I have also reported them to HUMANA for ***************

  Business response

  08/08/2022

  This was filed under the BBB in ******* under case #********.

*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. ↩