Complaints

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:05/13/2025

  Type:Service or Repair 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.

  Aspen Dental talked me into the Motto program for teeth straightening. They guaranteed result satisfaction. Now after 30 traces, they refuse to refill more traces. And I already ordered the retainer. And my teeth were in the middle of switching positions, so the left side cant bite close. I would like to continue the treatment until satisfaction or a full refund.

  Business Response

  Date: 05/14/2025

  Hello,  Please find attached response.  thank you. 

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair 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 scheduled a tooth extraction with Aspen Dental in ******, ** on February 4, 2025. I was present when the office confirmed my insurance coverage. The office has not filed a claim since February and is now threatening me with collections for the $712 bill. I have been on the phone when my insurance carrier reached out to Aspen Dental twice, and I have followed up on my own, but to date, no claim has been filed. Every time I call, I am told that the issue is being escalated and to call back in 3 weeks.

  Business Response

  Date: 04/28/2025

  Please find attached response.  Thank you

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23254415
  
  I am rejecting this response because: I have been told for nearly 3 months that the issue is being escalated and to check back. I will only accept the business response when they provide proof that they have filed a claim with my insurance.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 04/30/2025

  This complaint is under review.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23254415
  
  I am rejecting this response because the business has neglected to file a claim for nearly 3 months. I will only accept the business response when they provide proof that they have filed a claim with my insurance. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:03/21/2025

  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 am writing to bring a serious issue to your attention regarding my recent experience as a patient at your location at **************************************. I am extremely dissatisfied with the way my case was handled and the dismissive, unprofessional behavior I encountered from the staff at this office. I am requesting a callback from a member of your executive team to address this matter promptly.When I visited the office for a crown procedure, I was initially quoted a specific amount for the treatment. However, after the procedure, the office significantly increased the cost, claiming that my insurance would not approve the claim. This turned out to be untruemy insurance did process the claim correctly. Upon further investigation, I discovered that the office failed to submit the necessary X-rays with the claim, which caused the confusion. When I brought this to the attention of the front office staff, I was told that it was myresponsibility to resolve this with my insurance, not theirs, because I am the patient. This is unacceptablethe office is responsible for properly billing my insurance, not me.The staffs dismissive attitude and refusal to assist me were compounded by their outright rudeness. I requested a callback from the office manager to discuss this issue, but my request was denied. I am appalled by the lack of accountability and poor customer service I experienced at this location. As a result of their actions, I was forced to pay an exorbitant amount out of pocket, far beyond what was originally quoted or justified.I am seeking a full refund of the overcharged amount and a formal resolution to this matter. I expect better from Aspen Dental, and I urge your executive team to investigate this locations practices. Please have a member of your executive team contact me at ************ at your earliest convenience to discuss this further.Thank you for your attention to this urgent matter.

  Business Response

  Date: 03/25/2025

  Response attached.

• Initial Complaint

  Date:02/17/2025

  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.

  So i had heard good things about Aspen. I guess I was wrong least about the local one. Went on December 23rd 2024 cause of concerns with my dental bridge. They did xrays and all looked fine. That I needed a deep cleaning, at the time I asked them what it would cost (incase my main dentist couldn't cause he only works certain days and hours) they told me 189 dollars. They also proposed to get my bottom done for 3k with a financed amount and i was going to do that, but ive also had other health issues and couldn't get back within a month, they were very attentive during the first visit. I had breast health issues which is why I couldn't make it within the months time. Anyway I went today cause I had an appointment (2/17/25) - the appointment me lady said they weren't gonna charge me to see me, I went, the office manager called me in and basically was like we can't see you unless you pay x amount and the dentist already told you what the issue was (I'm having discomfort under the bridge). They told me it was 1500 for a deep cleaning, 800 since it's 2 quadrants, I told them this wasn't what initially was told I was told 189. They told me that was when I had insurance (my insurance doesn't cover deep cleaning and he knew this) so my complaint is they mislead with prices, especially i guess since I didn't get to come in on time cause I already had other issues and I explained this. The misleading and changes in prices is absurd especially since I was planning on getting other things done there. Eventually I went elsewhere today and they're gonna do the same cleaning for 300.

  Business Response

  Date: 02/20/2025

  Response attached.

  Customer Answer

  Date: 02/23/2025

   
  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. But please inform the business that i definitely do not wish to talk to the owner of the dental place, but someone else would be fine. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/13/2024

  Type:Billing 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 was told at the time of final service my account was zero balance, all insurance was exhausted. I now I get phone calls saying I have a balance of $1,000. I you can see by the statement Aspen emailed me it says clearly Patient responsibility is $0 Aspen insist I pay them $1,000 They never sent monthly billing statements. I'm 70 yrs old and don't need this on my credit record.Thank you kindly

  Business Response

  Date: 09/18/2024

  Response attached!

• Initial Complaint

  Date:09/11/2024

  Type:Billing 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 did my first ever Appointment With this Business Shown up with all needed after I had to get my Plan Number for them to get me in the system... and after the X-rays and Mouth check The Store Manager "Falsely Quoted me $850" for something Meridian Covers in there Handbook. Scaling and Root planing .. is 100% Covered Fully Under Law... I Canceled my 2nd Appointment and left a 1 star review and that Reads "These people are Tanking my Credit score I was at a 679 now at 663... Don't go to these people... ill pay of the $135 for that Tooth Brush... I'm Never Coming back... Cancel that Care Credit card..." and Yes that's true.. There Trying to Illegally Trying to Tank my Credit Tried to bill me $850 for it...    

  Customer Answer

  Date: 09/11/2024

  This is Aspen dentals "Care Credit" Statement There just out to Wrongfully charge you $850 for something That Meridian COvers 100% the Scaleing and Root Planeing is Legaly coverd By my ******** There Full My 1 Star Review will Stay and Tarnishes my Credit

  Business Response

  Date: 09/17/2024

  Response attached!

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22237365
  
  I am rejecting this response because: 
  Upon further review of the situation, it has become evident that the actions taken by this location were inappropriate and unjustified. Specifically, the handling of this case resulted in wrongful charges that negatively impacted the patients credit score. This behavior is both unacceptable and in violation of the trust that patients place in our brand.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/18/2024

  This complaint is under review.

• Initial Complaint

  Date:08/21/2024

  Type:Billing 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.

  On 2 9 2024 I went to dentist and paid the amount I was told the bill was. 5 months later they billed me $2373.00 and adjusted ****** which brings a total of $1493.50. This is deceptive practice. I have called billing department and they just say it's owed.

  Business Response

  Date: 08/27/2024

  Response attached!

• Initial Complaint

  Date:06/09/2024

  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.

  My account number is ********, and my issue is regarding the ********, ** location of Aspen Dental. As I was unable to locate a BBB record for them, I am selecting what I believe is the corporate headquarters instead. My issue is that this particular location has not once brought to my attention that there was a billing issue any time I visited, up until my last appointment in December of 2023. I've paid whatever payments were requested from me each time I was there. However, as of around February or March of this year (2024), I began receiving invoices for outstanding items that were not paid for. I attempted to call the ******** location more than once since then, including the last week of May and was told that someone would look into it and would call me back. The call back never happened. -- The bulk of the bill appears to be from when I had a tooth crack in August (2023) where I was recommended a root canal and bridge. Due to financial issues on my end, they told me they could do the work with the remaining balance on my Aspen Dental credit card, which at the time was $1700. However, now looking at the billing statement, I owe nearly $1400 just from that set of procedures alone. Again, this was never once brought to my attention. I am extremely disappointed in this and feel like I am being taken advantage of. I cannot afford this bill. In fact, I couldn't even afford the credit card anymore with its extremely high payments, and as a result, I have entered into a *************** Program as of March (2024). -- I am at the point where I will stop being an Aspen Dental customer and seek a new dentist for my future care.

  Business Response

  Date: 06/18/2024

  Response attached.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21825218
  
  I am rejecting this response because:  I have been promised multiple times by the Norridge, ** location that someone would review the problem and reach out to me (hence, me engaging the BBB).  To my knowledge, that has never happened, as I do not have any record of a voicemail attempt, a mailed letter, email, etc.  Unfortunately, I do not trust that this will actually happen, and that I will continue to receive letters regarding my account balance being past due (and eventually turned over to a collection agency).  Furthermore, due to my complete loss of faith in this location, I have already withdrawn as a patient and requested my records to be sent to a new provider. -- I need actual, concrete action taken regarding my account and not a promise that someone will reach out.  That promise is simply worthless.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  This complaint is under review.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21825218
  
  I am rejecting this response because:
  Hello, I just wanted to provide an update on this.  I prematurely rejected the resolution and can confirm that the local ******** location reached out to me this morning.  They are insisting that the majority of my balance was a result of insurance claims that were pending and they "finally" went through.  The individual I spoke with did mention while the remaining balance is now less than $300 that it will be taken care of and/or written off.  I made it very clear to that location that I am hesitant to believe this and that I do require written proof that the balance has been taken care of and that I will no longer owe anything to them.  If they can provide me with this proof (for my legal documentation purposes), then I will accept the resolution.
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  Please call the office to obtain a copy of your ledger.

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have received a copy of my ledger, as promised by the Norridge location, and can confirm that my balance is now $0.00.  Therefore, I am satisfied and confirm that this case may be closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/16/2024

  Type:Billing 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.

  The Aspen Dental branch in ******, ** accepts our insurance, Fidelis and are in network. They booked my spouse and I with various dentists, all in network. Then, When it came to our cleanings and dental work they scheduled us with an out-of-network doctor without telling us. For some reason, my spouse was billed as if the doctor had been in-network, but for me, they billed me $835.50 as if I had no insurance. When we complained they agreed it was their fault and they would send us a reduced bill. They did not. Then I spoke to a regional branch and the manager assured me she would reduce the bill, and we could pay a lower amount. We never received a bill. Then, months later we get a letter from a collections agency asking for the $835.50. I have responded to their letter asking them to delay collection and explaining the situation. I have spoken to a woman named *****, who told me I would receive a call later that day from "*******************", apparently the office manager (though ***** had trouble remembering their name). So far I have received no contact and its been a week.

  Business Response

  Date: 03/18/2024

  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!

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21443973
  
  I am rejecting this response because: They have requested my account number. Here is my account number: ********
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2024

  Response attached!

• Initial Complaint

  Date:03/11/2024

  Type:Product 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 am a patient at Aspen Dental located in ***************. I became a patient in Nov. 2023 at which time I purchased a denture which came with a warranty. I received my denture in Dec. 2023 however it had to be remade due to it having the incorrect gum color. Two weeks after receiving the remade denture I was eating bread and the denture cracked, I notified the office and they remade the denture. The remade denture was then damaged by the technician when filing down a tooth which resulted in another denture having to be made. I picked up what is now my 3rd denture on Feb. 28th, I requested the filing down of two teeth which is a common ask. The technician becomes unhinged screaming profusely in the office and the doctor comes in unapologetic trying to justify the the technicians behavior. I in a calm manner began pointed out to the doctor the terrible experience I have had to date with his office and yet I still continued to show them *****, in response the doctor became unhinged. As of 3.10.24 the 3rd replacement has now cracked in the same location as the other. I do not want a remake I want a full refund and I will return the damaged denture immediately.Due to behavior displayed by the dentist and tech on previous visit I do not feel comfortable dealing with to this office directly, as I am fearful of both the dentist and tech. Therefore arrangements need to be made allowing me to hand off broken denture to receptionist, receptionist given me receipt and Aspen promptly refunding me.

  Business Response

  Date: 03/13/2024

  Response attached!