ComplaintsforAspen Dental

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Service: 12/28/2023 Account: ********* Location: Aspen Dental 1 1. Introduction - Introduction of the issue with Aspen Dental - Confirmation of coverage by phone and in-person 2. Problem Statement - Receiving invoices asking for $174.00 despite the assurance of coverage - Request for evidence of insurance coverage 3. Attempts to Resolve - Contacting Aspen Dental via phone and mail - Requesting evidence of insurance coverage 4. Unresolved Concerns - Lack of response from Aspen Dental - Continued invoices for $174.00 without evidence of insurance coverage 5. Conclusion - Asserting the right to know the amount covered by insurance before being asked to pay any undisclosed and suppressive charges. I contacted Aspen Dental by phone and in person to confirm they are my dental and health insurance providers. On both occasions, they assured me that the coverage covered the cost of my services. I provided evidence of my dental and health insurance. Despite this, I have been receiving invoices asking for $174.00. I have asked for evidence of how much my dental and health insurance paid through phone calls and mail, but they have ignored me and continue sending invoices asking for $174.00. I have the right to know how much my dental and health insurance paid before being asked to pay any undisclosed and surprising charges.

  Business response

  06/17/2024

  Hello!

   

  Can you please forward the response to the patient? BBB portal will not let me respond.

   

  Thank you!

   

  ******* *******
  Regulatory Relations Specialist

  Risk Management & Compliance

   

  Aspen Dental Management, Inc.
  *** ******* ***** ******* **** ********* ** *****

  Phone:  ************ **** ******

  Email: *******************************

   

   

   

  June 17, 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 Lexington, KY which is independently owned and operated by **** * ****** *** **** 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 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 Aspen Dental Management, In

  Business response

  06/18/2024

  This complaint is under review.

  Customer response

  06/22/2024

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

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• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I got my teeth pulled with immediate dentures in December 2023. The teeth were made wrong as a worker there at aspen clearly admitted knowing a month after . These immediate dentures don’t form to the roof of my mouth I have pictures showing how the teeth over bite like a horse, and also a doctor seen and had them remade. The new made ones had a gap between the two front teeth, as well as a color differentiation on one front tooth at the top and the top denture wasn’t made to accommodate the Center of my mouth as when I smiled the teeth in the front sat far off to the right of my smile- so I didn’t accept the new dentures as they was made no better than what I already had. Now mind you I’ve called them to have them fix this issue and they told me I’d have to pay for new ones all over again as these are made wrong and rub my tongue raw from how they are made poorly. The roof of the dentures hang low as well. Also my insurance has paid them $6883 and they had me take a loan of $3000 when my insurance clearly covered this unsatisfactory job! Now my credits dilequent because I do not see as why I should pay them double and at all for what I see is wrong Buisness ! I have pictures of both these dentures they tried making me leave with and for a $7000 pair of dentures I should leave there satisfied. The workers there make me feel uncomfortable and are rude. It’s very noticeable that they try and act as if I’m the problem when clearly pictures of this issue has been shown all over and everyone agrees that Aspen dental is highway robbery and they do not stand for their motto which is to resolve their patients satisfactory needs and how they won’t stop until their patient is client as they say on the voice prompts. The guy that does financial told me before insurance sent him that large lump sum that I’d be taking a loan out because he didn’t think insurance would pay and now that they did he’s still telling me that I’m required to have that unnecessary loan.

  Business response

  02/15/2024

  Response attached.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Aspen Dental-Somerset, KY on June 15th for a problem with a tooth. It was determined that I needed to have the tooth removed by the oral surgeon that comes to their office. I paid $182.00 at the time of scheduling said appt. I was to return on June 23, 2023 to have the tooth removed by the oral surgeon. June 22nd, that evening, I was saw by an ER physician for a rash that was thought to be viral. I relayed that info to Aspen the next morning and they told me to come on in for my appt. So I did. However, the oral surgeon would not perform the procedure. I was told to give them a day or two to find another location (as I was moving out of town the following week) closer to where I was moving that could help. Due to preparing to move, I had left my job right after that and lost my dental insurance so I called to ask for a refund. I was told that it would be sent to the department that handles those request. The refund request was suppose to be sent on June 28th and that I should receive it within two weeks. it has now been 5 weeks and 6 days. I have since called multiple times and spoken to several individuals: ****** ****** *******—none of which are able to give me a straight answer about the refund that I have still not received. They keep telling me that their system is acting up and they don’t know when I’ll get my refund. I’ve never had to wait 5 weeks and 6 days for a refund, especially for services not received, and at no fault of my own. I feel that this is quite ridiculous and very unprofessional on their part. I’d appreciate any help that could be given in this situation.

  Business response

  08/20/2023

  Response attached.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, I searched for a dentist that offered same-day dentures. My K9 teeth were broken off by a previous partial top denture, causing me significant pain. I found ASPEN Dental and had a consultation appointment, including x-rays, and a treatment plan was created. Without dental insurance, the treatment plan would be paid for at $4100 out of pocket. I had more than eight extractions (removing all my top teeth and at least one of my bottom). Due to their recommendation that I remain off work for 7 to 14 days, I scheduled this on a Thursday evening. My initial appointment was appropriate, but the care I’ve received since has been awful. You can't get in touch with their office; when you do, they are rude and difficult to work with. When we discovered that medication had not been called in following my procedure, I could not reach staff. Because I was taking other medications, ASPEN Dental MD asked me to have my primary care provider write the medication, which is illegal since they were not treating me for the condition. Due to my mouth becoming infected following the procedure, they refused to complete the paperwork I needed for my employer. To prevent bone spurs, I paid extra to have the bones in my mouth shaved. Instead, I developed painful bone spurs that I had to pull out with tweezers for the first year after surgery, and I have been pulling them out ever since.

  Business response

  02/01/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ******** ******* on behalf of the Lexington, KY 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.

  Customer response

  02/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I have previously brought my concerns to the office manager, Provider in office and other staff with no positive outcome. Instead they display more attitude and inability to communicate with their patients. They have failed to provide acceptable care, services and products to myself and their community.

  Business response

  02/03/2023

  Please allow more time for a response.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to aspen dental to retrieve my dental records this is the second time that has happened and I have yet to be able to retrieve my dental records. They are very unprofessional

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/02) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ****** ***************** on behalf of the Lexington, KY Aspen Dental branded practice, owned and operated by John W Ihnen DMD LLC. 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

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 30, 2021, I went to aspen dental, seeking a new dental care provider. After they took all the x-rays, and examination, I went out front and they told me what care they wanted to d, after negotiation, we agreed on a price,I paid them $66 as a down payment. I was then told there would not be any charge for that day, no matter what my insurance paid. I changed my mind about a week later, and called them to cancel my future appointments, and asked them to refund the $66 I paid them. The woman on the phone said sure, no problem. I waited another week and they still hadn't refunded the money. I then received a bill in the mail for $19, I called them again, on September 20th, Told them I received a bill and I was told the day I was there, there would be no charge. The woman on the phone said I was right and to disregard the bill. Then on September 23rd, I checked my account and they only refunded $47 of the $66 I paid them. My desired settlement is a 100% refund, including the $19.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/28) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the Lexington, KY Aspen Dental branded practice, owned and operated by John W Ihnen DMD LLC. 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

  09/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I scheduled an appointment for 2/22/2021 to have a lost filling replaced. My insurance was accepted and I was informed in writing that my total charges would be $18.40 for an exam and x ray and $76.00 for the filling itself. I paid both these totals with my debit card and have documentation to that effect. The $18.40 was paid on 2/22/2021. Aspen refused to replace the filling that same day and made me come back on 3/1/2021, at which time the filling was replaced and I paid the $76.00. I heard nothing further from Aspen until 9/3/2021, at which time I received a bill in the mail for 187.60. I called Aspen and spoke to someone named ******** I asked why I had been sent this bill and was told "I don't know". When I asked to speak to someone who would know I was told this was not possible as the office manager is "away for a couple of days". I was told by ******* that she "would look into it". I have not heard anything back as of the time of this writing.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/09/21) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Somerset, KY Aspen Dental branded practice, owned and operated by John W Ihnen DMD LLC. 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. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a response and does not address any of my concerns. I am requesting an actual response to my claim be posted to this site. Business Response /* (4000, 11, 2021/09/29) */ This complaint is still being worked on. Thank you! Consumer Response /* (4200, 13, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will continue to wait for a resolution. Business Response /* (4000, 17, 2021/10/04) */ Please allow more time for a response. Consumer Response /* (4200, 20, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today when I attempted to speak to ***** in person per her request I was hung up on repeatedly. I also was informed that I had an appointment scheduled for 10/7/2, an appointment I never made. I don't understand how an operation like this can stay in business.

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