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:12/28/2024

  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.

  At a visit to have a soft reline done on my dentures; the dental assistant had come into the room I was waiting in and said she was sorry it was taking so long that there was an accident. Another hour went by and she had finally brought my dentures back and told me they had dropped and broken the bottom plate but have repaired it. She nor the lab technician did their job and documented the incident so Aspen will not do anything about my dentures that still do not fit and look horrible due to them practically fusing the two front teeth together to repair them from their drop.

  Business Response

  Date: 01/02/2025

  Response attached.

• Initial Complaint

  Date:05/07/2024

  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.

  In July of 2023, I had services done at Aspen Dental at their ******, ******** location. My children also received services there, my children and I do not have the same dental insurance. They completely without my permission took out my insurance and put in my childrens which is not the same. My claim was then denied due to no insurance. I brought this to their attention and it still has NOT been resolved. I have brought this to their attention many times since this bill in July of 2023. The last time being on 3/12/2024. So on 3/12/2024, my son had his appointment. They told me that his services were not all covered. All he had was an exam that everyone normally has every 6 months- just a cleaning and exam. They told me that I had to pay because the insurance claimed it was a frequent charge, which confused me since they book the appointment every 6 months for cleaning and exam. I went ahead and paid before leaving and they told me that I would have a credit if insurance ended up paying. So today 5/6/2024, I get a bill in the mail for what they still havent resolved with my bill in 2023 and for the services I already paid for with my sons appointment on 3/12/2024.I called their office and no one calls me back when I leave a message on their answering machine, because no one answers the phone. I then called the number on the bill. I have called several times through the day, and it rings and just hangs up. I call the corporate number and it just rings and no one answers. They are collecting money in office then sending out bills and not acknowledging payments. This bill is in danger of collections and I dont owe them anything.

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
  Office of the Better Business Bureau
  
  RE: *********************
  Acknowledgment of Complaint Case No: ********
  
  Dear Sir or Madam,
  
  We are writing to acknowledge receipt of the complaint filed by ********************* regarding their experience
  at the Aspen Dental branded practice located at ******, ** which is independently owned and operated
  by Shamim Amin Dental, PLLC.
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient within
  the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.
  
  Sincerely,
  
  *************************
  Regulatory Relations Specialist
  
  On behalf of Shamim Amin Dental, PLLC

  Customer Answer

  Date: 05/09/2024

  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 Answer

  Date: 05/17/2024

  Good morning- 

  I received and accepted the resolution to this complaint. The five business days has come and gone, I still havent received any calls or working of resolution from this business. Every attempt except driving there and demanding a resolution from this office has been exhausted. I would go to the office but its almost an hour round trip, and I dont have the time right now. 

  Business Response

  Date: 05/17/2024

  This complaint is under review.

• Initial Complaint

  Date:02/23/2024

  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.

  July 18th 2023 I went to this location to have dentures made. They sat me down to go over insurance options and assured me that this would be 100% covered. The dentures were made and I was sent a bill for $1,805.60. This goes against what we had previously discussed.

  Business Response

  Date: 02/26/2024

  Response attached.

• Initial Complaint

  Date:01/27/2024

  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 went to see about getting dentures. I told the dentist I wanted to put to sleep for extractions so would need referral to oral surgeon. When discussing the cost with the business people she told me to purchase a discount dental plan that I could use along with my insurance. It was still more than I could afford at that time. I am currently having a tooth ache and a couple loose teeth. I have been saving to get dentures so I called to schedule an appointment. They wouldn't see me because I had been referred to oral surgery. I explained I am not going to oral surgery until I have dentures to be immediately placed after surgery. They continued to refused to make me appointment. They can't make me have surgery without a denture. They had taken impressions once.

  Business Response

  Date: 01/29/2024

  January 29, 2024
  
  RE: Acknowledgment of Complaint Case No. ********
  
  Dear Sir/Madam,
  
  We are writing to acknowledge receipt of the complaint filed by ***** ******** regarding their
  experience at the Aspen Dental branded practice located in Quincy, IL which is independently owned and
  operated by ****** **** Dental, PLLC.
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient within the
  next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:12/21/2023

  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.

  Went the dentist they had me pay up front. They took me to the back and they shot me up with Novocain. Then she informed me that she did not feel comfortable pulling my tooth because the roots were too long. She also informed me that my son had a infection and she wrote him a script for antibiotics but my son never left the waiting room to be seen by her. They would not give me my money back that I paid upfront today because we would have to wait for them to process it and it could take seven to ten business days and I might receive my refund. It is not professional to diagnose someone before you even see them and the quality of care is questionable. I had x-rays done two months ago and she has had this information for two months so why have me go through all of that. I would like my refund back.

  Business Response

  Date: 12/22/2023

  Response attached.

• Initial Complaint

  Date:07/06/2023

  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.

  Paid to have a crown put on a tooth, wisdom teeth removed, and gums/teeth cleaned. Scheduled the appointment for the crown and cleaning they didn't add it to their calendar. I get a call on a random day not discussed or scheduled for the appointment. I went in had the tooth grinded down and temporary crown put on. On the 6/26/23 at 9:15am they were supposed to have the crown put on. That morning an hour before the appointment they called me and cancelled the appointment. I asked them if my appointment for my wisdom tooth removal was still scheduled for 6/27/23. They told me they don't know, and they will let me know later in the day. I called them the next morning after not eating/drinking for 8 hours to confirm my own appointment. The appointment was still scheduled so I had my wisdom teeth removed. After a week there was a pain and swelling on one side of my face. I called them rescheduled the crown and teeth cleaning and informed them of the pain. Their receptionist told me a doctor would call me back, but they couldn't schedule an appointment. As of now it has been 36 hours with no call back. I called their emergency line and office. Their answering service has called me twice to see if they have called me back. They have not. Everytime I call they tell me the dentist is doing a procedure and will call me back later. They clearly have no concern for the pain or potiential serious health risk. I have no faith that my upcoming appointment (7/12) to have the permanent crown put will not be cancelled.

  Business Response

  Date: 07/20/2023

  RE: ***** *** ***** ****** ******* ******* *********
  BBB Case No.: *********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** *** on behalf of the Quincy, IL
  Aspen Dental branded practice, owned and operated by ****** **** ******* ****. 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.
  
  Sincerely,
  
  ***** ****** ***** ******
  Manager, Regulatory Relations
  ***** ****** *********** **** *** ******* ***** ******* **** ********* ** ***** ** ****** ** ****** **** ******* **** ****** ************ **** ****** **** ************ ****** ***********************
  
  
  

• Initial Complaint

  Date:03/01/2023

  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.

  **** not enough for all the problems. On 10-5-23 I paid everything in full for all procedures to the end --my permanent dentures. I arrived and they gave me all the shots to numb my mouth to pull many teeth and have my temp dentures put in immediately following extractions. After getting all the shots they came in to tell me that my temp dentures were not there in the office but in but in *********. They said they still wanted to go ahead and pull all the teeth and for me to come back next day for dentures. I went to Aspen specifically to not have to go without teeth for even a few hours! I told them they needed to send someone to go get the teeth immediately(I went there because they claimed they made them onsite) as I had arranged work schedule for this and did not intend to go without teeth either. I had read in their own literature stating that it was important for these temp dentures to be put in immediately following the extractions (due to the swelling) so I asked if I could come back to get them pulled later in the day , closer to time they got my temp dentures back to ******* They said no they did not have time later for me even though it was their mistake. None of this turned out well. I could not even keep these teeth in my mouth with adhesive, they did not fit at all. I couldn't eat, talk or even keep them in my mouth. I asked them to remake some. Reluctantly and angrily they agreed. I called over the weekend to let Dr. know I had to leave work because they were hurting so much and bleeding. Her solution was to take them out and wear a facemask to work. There were many other huge problems between that and now . I will fill you in as I have all documentation including the possible insurance fraud. On January 30th I was told I was dismissed as a client and would have to deal with corporate, Today, I called to see why corporate had not contacted me and I was told that I was dismissed period. The Dr. gets to keep all my $ and not finish my perm dentures that I have already paid for! Much more to explain.

  Business Response

  Date: 03/03/2023

  March 3, 2023
  
  Office of the Better Business Bureau
  
  RE: ********************* Dental Account Number: ********
  ******************** Case No.: ********
  
  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 Shamim Amin Dental, 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.
  
  Sincerely,
  
  ***********************
  
  ***********************
  Manager, Regulatory Relations
  Aspen Dental *********** ****
  281 ****************************
  **********************************
  On behalf of Shamim Amin Dental, PLLC
  Phone: ************************
  Fax: ************
  Email: **********************************

  Customer Answer

  Date: 03/05/2023

  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:08/15/2022

  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.

  They were supposed to send me a refund on July 20. They said it would be here within 5 business days and it still is not here.

  Business Response

  Date: 08/18/2022

  Response attached.

  Thank you for the opportunity to respond to the complaint filed by *********************** on behalf of the ********* Aspen Dental branded practice, owned and operated by Shamim Amin Dental, 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.  

  Customer Answer

  Date: 08/24/2022

  Complaint: 17719302
  
  I am rejecting this response because: I have yet to hear from them nor have I received a refund. 
  
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/29/2022

  I received the refund on Friday.  The complaint has been resolved.

• Initial Complaint

  Date:07/05/2022

  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 went in for a regular cleaning and they told me that I needed extensive dental work. They pressured me into getting a credit card. The cost of the work was going to be $2300. I left there with lots of paperwork and my husband was waiting in the waiting room. We weren't even 20 minutes away and we called back to cancel the card. They told me that they would cancel the card for me. A few days later, we got a credit card in the mail and I called them and told them that we had called to cancel it and they told me that there was $2373 on the card that it hadn't been cancelled. We received none of the work that we were being charged for.

  Business Response

  Date: 07/13/2022

  July 13, 2022
  
  
  
  Office of the Better Business Bureau
  
  
  RE: **** ******** Aspen Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by **** ******** on behalf of the Quincy,
  IL Aspen Dental branded practice, owned and operated by ****** **** ******* ****. 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.
  
  Sincerely,
  
  ***** ******
  Manager, Regulatory Relations
  
  ***** ****** *********** *** *** ******* ***** ******* **** ********* ** ***** ** ****** ** ****** **** ******* **** ****** ************ *** ****** **** ************ ****** ***********************