ComplaintsforAspen Dental

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After years of fertility treatments all my teeth were junk the dentist I saw talked a great game you should take care of you now and we will have you smiling in no time. He also said before he knew my money situation we can pull them all with just novacain to save you money . And that way we don't have to have a specialist come in. Fast forward to the extraction day and he maxed me out on novacaine and could only do the top and I would have to come back after the wk.end for the other half sent me home with pain meds I was allergic to and after calling to say I was did not offer anything else even after the other half on Monday fine whatever I was determined to have a good smile. The dentures they gave me never fit they litteraly could fit over my lips they were so big . Then my mom got sick and I Jax to take care of her toothless and later attened her funeral toothless. I've gone in multiple times to have them fixed and still have no teeth 3 yrs later . I've called and asked for my money back it's on a card mind you so all it's doing is hurting my credit . I can't get a job because my anxiety is so bad I don't leave the house. I've reached out and have been ignored . It's been a nightmare and has affected all aspects of my life.

  

  Business response

  06/27/2024

  Response attached.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became an Aspen Dental patient close to one year ago. I went in for a consut then was priced @17,000 Plus, some that I would pay out of pocket. The visit then was focused on fixing my front tooth and adding crowns, with Invasiligns. When the process started I informed the Doctor that I had plans to relocate to ******* this year 2023 in July. She started with my front tooth filing, then measured my mouth for Invisalign and crowns. I complained that my front tooth was a darker color than my other tooth and she assured me that once my Invisalign was completed they would fix that (Undermining the pain and fear that I had originally explained, I agreed seeing that there were no other solutions. ****** later she examined my mouth and I explained that I wasn't happy with the results of Invisalign, my teeth were still crooked. She examined my mouth again and took X-rays., eventually I picked up my last retainers to wear. The problem that happened was that when I went to put my last retainers in the plastic envelope was empty, so I immediately called the office and explained..after that, it became a disaster. The person who answered the phone told me they would call me back. Meanwhile, three weeks had gone by so I called..I called thirty-five times, and I explained to Will, who took down my information more than a handful of times, I then went to an Aspen in ****** ******* after being told that they could help, but that turned out that they needed a new Xray that I paid again out of pocket, eventually Aspen in *************** credit that, they also credit my front tooth that by the way it still not fixed, but wouldn't credit the Invisalign, to then find out that what the doctor in ********* had on my mouth was "motto aligners". I called Corporate several times, I then got a call from ******* who was another manager at Aspen in *********, but before then ****** Aspen had no idea what I was talking about, after **** told me that he had tried contacting them, while in the Aspen in Rusking, I emailed Will who stated that he was trying to get a hold of them. She arranged "The only way this can be resolved flying back to MA, which I did went to this appointment to be told that I would have to come back and start the process as a new patient seeing that my teeth had shifted. I explained to the doctor that I just had arrived from ******* as I was told that I was all set to get my Invisalign. She stated that she would remove the buttons on my teeth I allowed her to see that I had them on for months without retainers, she stated that she ordered a retainer to keep my teeth from getting worse but that I would have to come back to her. I explained that I live in ******* and that I work, and because of their neglect I have to fly back to MA again after being told that this would be resolved on that visit. At this point, I am asking for a full reimbursement so that I can apply it to Aspen in ****** so that they can repair my teeth, and get my front tooth fixed. I was hoping that they would credit the Aspen in ****** *******, I don't understand why I have to go out of my way to Ffy back again to MA. another expense to repair what they neglected to do. I want to resolve this matter by full reimbursement

  

  Business response

  11/22/2023

  Response attached.

  Customer response

  11/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I have been dealing with that office WILL the office manager for months and he hasn't resolved anything, Then ******* another office manager that assured me that my teeth would be resolved once I went back. I flew to them in ********* from ******* where I was told that I would have to come back as a new patient, at the very lease the Doctor could have fixed my front tooth, but she knew removing the buttons from my teeth was a better solution for her. At this point I want to be able to speak with someone that is not going to give me the runaround for months and resolve this matter. I'm hoping they can credit my account so that I can then start with Aspen here in *******, the ****** office. Flying From ******* to them is an expense that I don't want to do anymore, they have no understanding of the dynamics and the domino effect this has caused due to their neglect.  I had to miss work because of accommodating this expense, it's not like I'm traveling to another city, I'm Flying out of state.  I made over 40 calls during this it was unpleasant.  Aspen commercial Guarantee the customer satisfaction and this in my opinion has caused trauma, embarrassment I can't even show my teeth when I smile because people that know me ask why my front tooth is stained dark. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  11/27/2023

  This case is currently under review.

  Customer response

  11/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint 

  I would like a clear solution being under review does not solve the  problem

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  12/05/2023

  Your retainer has been shipped to the ** office per your request.

  Customer response

  12/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   That is not the solution a retainer IS TO keep my teeth retained, SO WHAT happens to my crooked teeth. that I have because of the neglect  of ASPEN I need my teeth aligned AGAIN  don't know what other way to explain this.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Aspen to get Snap on Dentures I had an exam in May 2022 with the Dentist we went over the treatment plan and I met with the financial advisor it came out to $15,067 my portion $8,978 . So after I had all my teeth removed I had to wait months to go back and get fitted for the Dentures it was then on one of my fittings I asked when are you going to put the posts in for the Snap on? It's was the assistant she looked at the computer and said said I didn't pay for that I said WHAT I went over the treatment plan with the Dentist from the beginning and the assistant literally said you can leave now and take the unfinished Dentures with me I said have the Dentist call me when she returns no call so I made an appointment she came in the room looking all sad I said what is going on. She had no answer no remedy she stood there with her arms crossed silently it was bizarre., please go to Yelp you will understand what I am going through., please any help would be greatly appreciated Sincerely *************************

  

  Business response

  06/13/2023

  Please confirm the patient's name.  The name listed does not match the attachments. 

  Customer response

  06/24/2023

  I have not heard from the business in response to my complaint. 

  

  Business response

  06/27/2023

  We are unable to locate this patient's information.  Please confirm the patient's name and phone number associated with her Aspen Dental account.

  Customer response

  06/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I saw the response from the business they couldn't find me as a patient it's on the bill! Anyways ************************* ************************************************ 10/29/1967.
  Thank you so much for your help. This is the Aspen Dental office in ********* Dentist **************************
  
  Sincerely
  ***********************; 

  

  Business response

  07/14/2023

  Response attached.

  Customer response

  07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************************* has not one time in a year have they returned phone calls. They know my phone number and when I call they directly put me on hold. How do I know this because when I called before all this when I called they would say my name so I remember that and used my husband's phone and they answered.  Thank you very very much for trying to help me I don't have lawyers and she just can't get away with doing that. That was the last of my savings after I just lost my son and she knew it! Despicable
  

  
  

   

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to appointment on December 21,2022 for broken tooth was given a prescription for antibiotics and a treatment plan totally ******** they ran my credit for ******* ********************** said they could give me 3,000.said I would think about made an appointment for 1/16 on 1/3 received a bill from ******* credit aspen dental had already accessed the money on the 12/21 immediately called aspen cancelled appointmen also called ******* and reported it said hadn't used the money at aspen dental and wasn't going to they said it could take 3 months to resolve still isn't resolved

  Customer response

  04/30/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  05/12/2023

  Response attached.

  Customer response

  05/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ.  Looking into is great but they still have not returned the three thousand  dollars to delta dental when I did not use it
  
  Regards,

  ****

   

   

  

  Business response

  05/17/2023

  This complaint is under review.  Please allow more time.  Thank you!

*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. ↩