ComplaintsforAspen Dental

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received services from Aspen Dental in November and December of 2023. I received all Explanation of Benefits by the end of January 2024. I waited for my refund of $700, as I had overpaid at the time of service because the staff stated they “couldn’t find my insurance” even though I provided my card, and I received an email of quoted prices with my insurance before the deep cleanings were completed. I called 5/1/2024 to try to resolve the issue. They stated the claims were never paid. I called ***** ****** for assistance and they were on a call with me and Aspen Dental later that afternoon, explaining that all services were paid and I should receive a refund of $700+. The billing representative said they refiled the claim for more payment, and the ***** ****** representative stated they have no additional claims, and any other claim will be denied as a duplicate service where they cannot bill me. The billing rep then sent me to the office, who was unsure what was being explained to her, and requested for the office manager to look at this and call me back. The office manager was out of the office until 5/6, and I was to receive a call when she returned. I never received a call. On 5/13, I called again, and they said that they cannot help me because all services have not been paid. I explained everything again, including reading the entire Explanation of Benefits again, and I was told that they needed me to send my documentation via email to them. The company had already received this from the insurance at the time of the ACH payments. I sent it via email, and was asked to wait 10 business days for contact. On 5/14, I was called, stating that they did not have my insurance information in order to file the claim. I explained again, the entire story, stating that I emailed the explanation of benefits the day prior, and the claim was filed and paid as it should be. The company said they’d look into this further and call me back. I have not had any other call back.

  Business response

  06/03/2024

  Response attached.

  Customer response

  06/09/2024

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

*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. ↩