Business Profile

Dentist

Aspen Dental

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Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:12/09/2024
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 writing to file a formal complaint regarding my frustrating and disappointing experience with Aspen Dental. The issues I have faced include miscommunication, improper billing practices, failure to issue a promised refund, and overall poor customer service.I scheduled an appointment online as a first-time patient due to gum pain. Aspen Dental requested my insurance information upfront, which I provided. Upon arrival, I was informed that new patients must undergo X-rays and other procedures, despite having done similar tests the previous year. I was assured this would be fine.After my appointment, I was quoted for future procedures recommended by the dentist. I felt uneasy but agreed to pay a 60% deposit to book the appointment. Before leaving, the staff informed me that my insurance had been processed, and I was good to go, leading me to believe the visit was fully covered by my insurance.Two days before my scheduled procedure, I received a voicemail quoting a different price for the appointment. Concerned, I called the office and was told the office manager would call me back, but she never did. On the day of the appointment, I followed up again, but the manager was still unavailable. Frustrated, I canceled the appointment and requested a refund for my deposit. The front desk assured me the refund would take 57 business days to process.After 10 days with no refund, I called again. The front desk apologized, noted the delay, and promised to follow up. However, they never did. Weeks passed, and I received conflicting messages: one voicemail stated I had a credit on file, while another claimed my insurance only covered part of the visit, and I now owed additional ******** has now been over a month since the initial issue, and I still have not received my refund.This experience has been incredibly stressful, and I feel that Aspen Dental has failed to provide the basic level of care and professionalism expected from a healthcare provider.
Business Response
Date: 12/13/2024
Response attached!
Initial Complaint
Date:07/16/2024
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.
I first began going to Aspen Dental on 8/29/23. I had two cleaning appointments on 9/14/23 and 9/28/23. On 12/20/23, I underwent surgery to remove 3 wisdom teeth. I was told that I needed to pay for half of the service to schedule, and paid $915.50 on 11/20/23. On the date of service, I paid an additional $903.50. In January, I received an EOB from my dental insurance, Humana Dental, stating that I only should have paid $423 for all services performed by Aspen Dental. I then contacted Aspen and requested a copy of my account ledger. The ledger showed several unprocessed insurance checks and had many basic math errors. Aspen refused to refund any of the balance they owe me until the claim was closed. I then contacted ******. Humana informed me that they had been requesting a diagnostic x-ray to determine if one of the removed teeth was impacted for some time. I have called both Aspen and Humana numerous times, and Aspen is refusing to send the x-ray that will complete the claim and allow me to receive my refund. In total, I have paid $2107 to Aspen Dental, when I really should have only paid $423.
Business Response
Date: 07/24/2024
Response attached.
Customer Answer
Date: 07/29/2024

Complaint: 21995612

I am rejecting this response because: Im happy with the progress made so far in settling this issue, but am uncomfortable with closing this complaint until the entire refund is issued due to the previous lack of cooperation.

Sincerely,

****** ******
Business Response
Date: 08/01/2024
This complaint is under review.
Initial Complaint
Date:05/16/2024
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.
I started dealing with Aspen 12/13/2023. I was given a quote and told my first visit and X-rays would be free. Then I was given a quote and I was in agreement with the quote and we went forward. Then on the day of my second visit they bring me paperwork to sign after pulling about 7 teeth for me to sign. It was a higher bill. Then I go back for my first set of temporary teeth and the paperwork is even higher. I have been trying for months to talk to the manager of the Easton Maryland office to talk to me. I have been in their countless times I have sent my girlfriend in and she will not speak to either of us. As soon as I started asking real questions and showing them their lies were not adding up, no one can talk to me. I understand 375$ worth of changes but from my original quote minus what I paid I should owe $ 1864 and they are saying I owe $3014 and other than the 375 for the 2 teeth changing price all I see is they took away all the discounts and charged me for what they said was free. So I feel like the original quote was a scam to get me in the door.
Business Response
Date: 05/20/2024
Response attached.
Initial Complaint
Date:05/15/2024
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 went to Aspen Dental for a second opinion on a dental implant and after seeing their costs which were $5000 per implant, I declined their services. I received a bill from them for $270. After checking with my insurance company, Aspen Dental are "obligated" to call them first and find out about my coverage. That was not done instead they sent me a bill
Business Response
Date: 06/04/2024
Response attached.
Initial Complaint
Date:04/21/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 root canal and crown for a tooth. A file was broken and left in my tooth during this procedure, but the ******* ignored this and did not notify me. A few weeks later, I started experiencing pain and swelling in the gum line of that tooth. I went to another ******* to check to see what was wrong. They did an x-ray and it showed the broken file. The ******* said if I hasnt told her where I received my dental work, she wouldve assumed it was in a 3rd world country. The ******* was unable to complete the root canal and referred me to a specialist. I have visited an endodontist, orthodontist and another ******* and no one is able to salvage my tooth due to Aspens medical neglect/malpractice. I have also been on 3 rounds of antibiotics to keep this infection at bay and not progressing further while I try to get this fixed. Aspen offered to fix it, but after finding out they hid the broken file for me/left it there, I do not trust them anywhere near me. I also had the first ******* send proof of this with pictures and X-rays 3x and they stated they never received the X-rays. The endodontist then also sent their X-rays and they stated they never received them. Finally, I sent copies and they responded. However; they are only willing to reimburse an extremely minimal amount for the procedures they completed. That is unacceptable because I have paid over $500 more at this point and will need to spend at least $3,000 more to have the teeth pulled (the file is causing a root canal to be impossible) and then an implant. This procedure also requires the services of an oral surgeon. Words cannot even begin to express how upsetting and damaging this has been physically, emotionally and financially.
Customer Answer
Date: 04/24/2024
I cant attach a receipt because I can get Aspen Dental to give/send me one. I have called and emailed multiple times in the past 3 weeks and either have no response or receive a Were working on it.

The address for Aspen Dental in **********, ** is:
**************************************************
**********, ********
Business Response
Date: 04/26/2024
Response attached!
Customer Answer
Date: 04/27/2024

Complaint: 21600826

I am rejecting this response because:

we have already been in contact with the Aspen ***************** and we have not met a mutually agreeable solution for dental malpractice and unethical billing resulting in more dental bills and the removal of a tooth to prevent a life threatening infection.
Sincerely,

*** *******
Business Response
Date: 04/30/2024
This complaint is under review.
Customer Answer
Date: 05/06/2024
The only thing the business did was respond that they would contact the office. That is not a good faith effort or response.
Business Response
Date: 05/08/2024
This complaint is under review.
Customer Answer
Date: 05/09/2024

Complaint: 21600826

I am rejecting this response because:
as stated twice already in this complaint; the business is either stating its under review which means absolutely nothing or they respond that the corporate office has contacted the specific office. Again, this means nothing because we have still not heard any actual information regarding resolution for this complaint.
Sincerely,

*** *******
Initial Complaint
Date:03/20/2024
Type:Sales and Advertising 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 2020 when the Aspen Dental location in Hagerstown was closed due to COVID, I had to get dentures (as a result of cancer treatments) at the Aspen Dental location in Chambersburg, PA. These dentures come with a 7 year warranty that does not specify it is only valid at one location. (****************) My bottom denture cracked while eating in February of 2024 and cut my tongue. I made an appointment at the Hagerstown location for it to be repaired, but 3 days before the appointment they called me and advised that the dentist at the Hagerstown location instituted a policy that they would not honor the warranty if the dentures weren't originally made at the Hagerstown location specifically. I was not aware of any new policy and it is not advertised. As a result, I had to travel to the Chambersburg location and missed work - only to be informed that they no longer have a technician on-site and I would have to wait at least 2 weeks before I could get the repair as they have to mail the dentures to a different location. It is advertised that a technician IS on site. This has resulted in me having to join work meetings with important clients with a lisp, no bottom teeth, and is hindering my ability to eat many foods. The lack of support and communication has had a very large negative impact on me financially, emotionally, and professionally. I paid a lot of money when the dentures were originally created and cannot get them serviced as advertised (Same day on-site and not location specific) and guaranteed by the warranty.
Business Response
Date: 03/22/2024
Response attached.
Customer Answer
Date: 03/22/2024

Complaint: ********

I am rejecting this response because:
My primary concern is with the overall representation of the warranty and with the refusal of honoring it by the Hagerstown Aspen Dental location. While the experience at Chambersburg most recently was inconvenient, they were as helpful as they could be given the circumstances of not having a technician on-site (though it could have been communicated prior to the appointment)

I will await contact, but at this time I'm not confident that the complaint is being understood.

Sincerely,

********* *****
Business Response
Date: 03/22/2024
This complaint is under review.
Customer Answer
Date: 03/25/2024

Complaint: ********

I am rejecting this response because:
II received a call form the Chambersburg location advising that the Hagerstown location has tried to call me as they are the location I am primarily complain about. To restate my issue: The warranty does not state it is location specific, and the Hagerstown location refused to honor it resulting in a 2 week minimum that I will not have bottom teeth and am faced with extreme embarrassment at work and it hinder my ability to eat. The Chambersburg location has done what they can given that they no longer have someone on site to complete repairs. The Hagerstown location has not attempted to reach me and I have no voice ails stating they did. It sounds as though they called Chambersburg Aspen Dental, but not me.

Sincerely,

********* *****
Business Response
Date: 04/01/2024
Patient was spoken to on 3/28/24 and matter is resolved.
Customer Answer
Date: 04/02/2024

Complaint: ********

I am rejecting this response because:
The matter is not resolved. I've obtained my bottom teeth, but they do still require some adjustment. They told me I could go back again later that day, but I was unable to due to work, which isn't the fault of the Chambersburg location. The primary concern always has been and still is - the warranty doesn't say it is location specific and the Hagerstown location refuses to honor it. I am losing time and money by having to travel to Chambersburg for this. Until Hagerstown agrees to see me or the verbiage of the warranty is updated - the matter will not be resolved.

Sincerely,

********* *****
Business Response
Date: 04/02/2024
Patient was spoken to on 3/28/24 and matter is resolved.
Customer Answer
Date: 04/04/2024

Complaint: ********

I am rejecting this response because:

Pending review

Sincerely,

********* *****
Business Response
Date: 04/04/2024
Complaint is under review.
Customer Answer
Date: 04/08/2024

Complaint: ********

I am rejecting this response because:
00ending this being addressed by aspen/Hagerstown location

Sincerely,

********* *****
Initial Complaint
Date:02/02/2024
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 have been doing business with Aspen Dentist since 7/24/21. During this time frame I have submitted two insurance polices, one ******* (dental supplement) and the other ***** and **** ***** *** **** ******. It appears that the dental office is only submitting one insurance policy ******* on most occasions when I referenced two policies for every visit. They actually started submitting both in 2023 for only some appointments but not all I am consistently getting balances when I am advised that I have a zero balance prior to me leaving each appointment. The office assistants are consistently providing me with inaccurate information. I believe this dentist office is conducting illegal practices as well as providing me with incorrect information and not using both insurance cards and I believe they owe me money for not utilizing my supplement insurance and my primary. Please ensure this business check both of my insurance policies for all services rendered and ensure they provide you with proof that they have checked both for all services rendered. Please assist me with this matter while I seek legal assistance.
Customer Answer
Date: 02/02/2024
I wanted to provide an additional update. I was advised by the Office Assistant previously that she thought my **** ***** *** **** ****** did not have dental coverage when it actually does. Thereafter, I verified the information with **** ***** *** **** ****** that I in fact had coverage. Therefore, I am sure they only submitted ******* for the majority of my dental appointments and not my primary in which was **** ***** **** ****** and *****. I no longer have ***** insurance therefore, if ***** would have paid for services rendered I would like refund for ***** as well as the times they did not submit the payment to **** ***** *** **** ******. I had dental coverage for both insurance companies.....The only one Aspen submitted was ******* from my understanding and according to my dental records.......Please ensure they provide BBB with actual documentation where they submitted in writing to all insurance companies. Thanks.
Business Response
Date: 02/02/2024
Response attached!
Customer Answer
Date: 02/10/2024
Good evening,
The business has not answered my complaint as they indicated within the 5 days allocated.....can you please advise of why the file is closed. Thanks.

Business Response
Date: 02/12/2024
This complaint is under review.
Initial Complaint
Date:12/19/2023
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 to Aspen in June 13, 2023 to have dental work done. Prior to the day of work I had been told that the 6225 I paid was considering my insurance. This was not true. I had also provided my dental and medical insurance and was told that they would bill both. Another lie. I was also told that I had paid for my services in full. That also turned out to be untrue because they charged me more and didn’t even bother to explain why. I have been fighting for months to get my medical insurance billed as the dental insurance won’t cover until after my medical does. No matter what I get the run around from Aspen and they refuse to help. So not only was I over charged by thousands, I was lied to, and I feel like it’s just a big insurance scam to get additional money from insurance and customers. My insurance pays 80% and yet I paid everything and have been fighting to get my insurance billed so I can get my money back from Aspen who should’ve made me pay for the services in full up front because they are in network with my insurance!! This is not the way people should be treated nor is it proper billing procedures!
Customer Answer
Date: 01/23/2024
My services were provided by the following location:
1730 Massey Blvd Suite 106
Hagerstown, MD. 21740
Business Response
Date: 01/24/2024
Response attached.
Initial Complaint
Date:09/18/2023
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.
I paid over $3000 for an upper denture and tooth removal. Everything was going great until Covid. Getting an appointment at my original office is almost impossible. I have waited hours with an appointment and they still didn’t correct my plate. I’ve had 2 teeth fall out and have to be fixed. It seems that once they get their money, they don’t care about the patients any longer.
Customer Answer
Date: 09/21/2023

Complaint: 20617048

I am rejecting this response because:

I want someone from Aspen to contact me. Not someone from the local office as that does nothing.
Sincerely,

**** *******
Business Response
Date: 09/25/2023
This complaint is currently under review.
Customer Answer
Date: 09/25/2023

Complaint: 20617048

I am rejecting this response because:
No one has contacted me.

Sincerely,

**** *******
Business Response
Date: 10/25/2023
We are glad to hear that you are coming in for a reline and that this matter is now resolved.
Customer Answer
Date: 10/25/2023

Complaint: 20617048

I am rejecting this response because:
No one has contacted me! I am so disappointed in the service from Aspen . I have a $3000 credit for work I didn’t have done and want it back now.
Sincerely,

**** *******
Business Response
Date: 10/26/2023
Alellikh ********* will be in touch with you again shortly.
Initial Complaint
Date:08/23/2023
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.
The first time I visited Aspen Dental was on June 29th, 2023 at 2pm. Right bottom corner of my mouth was hurting. Nearly a million X-rays were needed to determine that I needed wisdom teeth removed. They can schedule me for August 1st, 2023 at 8am. I was also prescribed medication to treat the possible infection in my mouth. My appointment was on August 1st. I was put to sleep for the procedure. All was still numb when I woke up. There was no follow-up appointment offered. By Thursday, August 3rd, 2023, I was bleeding less heavily, so the gauzes were removed. At this point, I noticed that there was a hole in my tooth that was in front of a wisdom tooth. Before the procedure, there was no hole. The surgeon's name was *** Ho ***. The hole was reported to Aspen Dental. They examined the tooth with the hole in a follow-up visit. The dentist who saw me at my first appointment advised me that the only way to fix it would be to place a crown on the tooth. In 2019, the tooth underwent a root canal. It's never been damaged in all these years. Clearly, the procedure caused this. After the follow-up, I requested a discount on the crown since I wasn't responsible for the hole. One of their office staff members, ******, told me she would investigate the matter and get back to me as soon as possible. After 4-5 days, I received a voicemail from her. She contacted surgeon *** Ho ***. He has no memory of making a hole in my tooth. As a result of his response, they will not discount the crown. On the X-rays before the procedure, there was no hole in the tooth. Because I am not responsible for the damage to my tooth, I cannot pay $500. What are the chances of them messing up again?
Business Response
Date: 09/01/2023
Attached response.
Customer Answer
Date: 09/05/2023

Complaint: 20513396

I am rejecting this response because:
I requested a refund from this business. It will be costly for my tooth to get fix after the damage they have caused. I did not have this hole in my tooth before my wisdom tooth procedure.
I would like a refund so I can go to another dentist office and they can properly fix my tooth without causing more damage to what has been done already by Aspen Dental.
Sincerely,

***** ******
Customer Answer
Date: 10/14/2023
Dear *** or Madam, I want to let you know how disappointed I have been with the dental office and how little concern they have shown for my concerns. They are not offering any compensation for the damage that has been done to my tooth.

In the months since they put this hole in my tooth, they have called and emailed me numerous times, hoping I would be foolish enough to return to their office to have more damage caused to my mouth. Over the course of this past July, I worked so many overtime hours in order to afford the extraction of my wisdom teeth in early August.
The letter stated that this treatment was part of my original procedure, even though I had never agreed to receive a crown from this dentist. My wisdom teeth were removed in order to alleviate my pain. It was never my intention to request a crown on my tooth.

Pain relief was of utmost importance to me. The appointment cost me over $400 and it was not worth it, considering they caused me a new dental problem.
In the present situation, they have refused to provide me with a refund and expect me to return so that they can cause more problems. In the event that I am not able to obtain a full refund from this dental office, at least they could give me half of my money back so I will not have to work so many hours again in order to obtain my crown elsewhere.

Due to their lack of care for what they have done to my mouth, I will not be returning to them. As a result of food getting stuck inside that hole of my tooth, I am constantly very insecure to speak to people or to be around others, believing they will smell my breath.

When it is obvious that a dental office has no regard for its patients, I cannot understand how it continues to receive business.

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Aspen Dental is NOT a BBB Accredited Business.