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:02/12/2025

  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.

  Fro m Aug 2024 to Oct 2024 I received services at Aspen. Through personal payments and insurance payments I was given a bill of $50.40 on 12/2/24. I did not have an insurance claim processed yet which I submitted myself for $294.40 that was issued finally on 1/29/25 after I submitted the claim myself to Delta Dental. On 2/10/25 I was issued a refund of ****** by Aspen. They stated it was not ****** because I was never billed for items that were used in office from these appointments which they are unable to give me on a line item summary of charges. Essentially I had a bill for $50.40 from Aspen, they were paid $294.40 from my insurance and stated it was because I was never charged for items but are unable to give me in writing a bill for these items.

  Business Response

  Date: 02/12/2025

  Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!

  Business Response

  Date: 02/12/2025

  Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!

  Customer Answer

  Date: 02/12/2025

  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 was told to respond with further information with a reply from the business to identify the account.  My name is ***** *******, DOB ***********  Phone number identifying with the account is **************.   Also I attached a bill from Aspen Dental as well as an EOB from Delta Dental although I am not sure if the business is able to see that information.

  
  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

  Date: 02/26/2025

  Hello,  response attached.

  Customer Answer

  Date: 02/28/2025

  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 received the BBB response and unfortunately I have not had any team members from Aspen Dental reach out.  There response in an uploaded PDF file stated they would be reaching out and I would prefer that this would be in the form in an email to have information in text to refer back to.  Thank you]
  
  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,

  ***** *******

   

   

• Initial Complaint

  Date:08/26/2024

  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 scheduled an appointment for a cleaning and to assess a broken crown at Aspen Dental. I had a representative call to go over scheduling the appointment a few days prior. I was relieved I could get in quickly. Upon arriving I was immediately asked for $279 for that days service. I hadnt even been seen yet. Then I was coerced into a $39 plan if I didnt pay the $279. Finally, after X-rays and an examination I was told I wouldnt be getting any of the services I had scheduled the appointment for and the next available appointment was over a month out. I left feeling completely taken advantage of and can only imagine the bills I will be receiving from them from todays appointment. Very deceiving and sketchy dental practice.

  Business Response

  Date: 08/26/2024

  Response attached.

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  On 5/30/23, I went to Aspen Dental in *******, ME for an initial consult and had an exam and xray. The Aspen clerk said insurance would cover, which it did. At my second visit on 6/9/23 for an extraction, the clerk was adamant that insurance would not cover, even though she should have been aware that it would, given it was a standard charge to a mainstream insurance company. I disputed this at the time, but no recourse was given. At my third visit on 6/20/23 for a partial, I was again informed that insurance would not cover and again had to pay in full. Aspen did charge my insurance and was overpaid by me and the insurance companies for all three visits and procedures according to all insurance documentation (provided with no response). For the 6/20 visit, I personally paid more than Aspen charged my insurance. Ultimately, between insurance and personal payments, Aspen received more than they were owed. After a year of demanding a refund, Aspen eventually refunded an amount LESS than what was owed to me, which I hoped would resolve the issue. However, Aspen then began sending a bill for an amount I DO NOT OWE as a result of a charge Aspen made to my insurance that did not comply with their contract. All documentation makes clear this charge should not be passed along to the patient. I contacted Aspen over eight times over the past year asking them to fix their error and to stop billing me for a charge I do not owe. I provided all documentation Aspen requested that outlines their error. Essentially, I spend hours of my time reconciling their accounting errors with no recourse. I have been told the error will be fixed, other times I am threatened with collections. On 8/4/2024, the Aspen representative said "everyone knows we had a systemwide failure" as the rationale for the overcharge and that the bill, for an amount they are aware I do not owe, still would be sent to collections. I need further assistance to cease attempts to collect on this erroneous charge.

  Business Response

  Date: 08/07/2024

  Response attached.

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business. Subsequent to the business response, I received a voicemail from the local business office informing me the disputed charge has been removed from my account and there will be no further charges. Based on that message (attached), I have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your assistance in this matter.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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.

  Regarding account number ******* for an occlusal guard provided on March 24, 2023 - from Aspen Dental (Topsham, ME) as an in-network provider, processed in full by my insurance with $0 owed by me, but with $290.00 billed to me starting on February 15, 2024. My plans explicitly prohibits balance billing by in-network providers. Copies of all correspondence from and to Aspen Dental are attached.I will be sending back the fourth bill along with the *** as before, and referencing my prior correspondence as well as having submitted this complaint.A full statement with details concerning my efforts to resolve the matter is included in the attachments.

  Business Response

  Date: 06/18/2024

  Response attached.

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business. While the initial response did not address my issues and/or concerns in reference to complaint #********, the local office subsequently has removed the erroneous charges and provided written documentation. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************

• Initial Complaint

  Date:04/01/2024

  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.

  Last year around this time went to aspen dental as I had to have all my teeth out because of hpv cancer. ( teeth where pulled in December of 2022 by a surgeon) they checked me out exam time appointment .then I sat down with ****. Seemed great .I was to get 2 sets of dentures and become I had my teeth all out in December .I should have both sets of teeth buy the end of July. I bought a dental insurance through them that saved me money .in the long run ..I paid about have down .I believe it was around ******* was told I'd pay the rest when I received my permanent dentures as the first ones where for healing. So I got the first step and was satisfied with them .. so around the first of June I called to get ball rolling for permanent set of dentures. The first call they said they'd get back to me ..so I waited I think it was a week or 2 . Called them back explaining what had happen along the journey .at that point t they told me oh no you got to wait 6 months .call back I. September .. I wasn't very happy .but went with it .so I called once again in September to get an appointment. They said they'd get back to me . They got back to me in March with a bill saying I had to pay this. I didn't receive my permanent dentures. And I was suppose to get them last year ...now they say I have to pay first .absolutely not ..I don't want anything for this place .just want them to be happy with what they received from me for the first set of healing dentures. And I'll be happy with walking away and never doing business there again

  Business Response

  Date: 04/02/2024

  Response attached!

• Initial Complaint

  Date:02/21/2024

  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.

  Dentures are not right. Every time I went in foradjustment they didnt listen to me! I explained the top dentures the teeth were to big! They filed the gum line. That was not the problem. I went in today and they said that it was past the deadline! Now I am out money and teeth!

  Business Response

  Date: 02/23/2024

  Response attached.

• Initial Complaint

  Date:10/12/2023

  Type:Order 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.

  On March 30, 2023, I received my regular periodontal maintenance with Aspen Dental. The claim was filed with my insurance but the insurance company has not paid the claim because they have requested additional information from Aspen Dental (namely, my treatment records). I have been monitoring the claim online, and Aspen has just neglected to provide the requested information. When I went in for my maintenance cleaning on October 5, 2023, the center attempted to bill me for the balance due on the account. I am a healthcare provider who bills insurance so I know that it is a violation of their contract to attempt to bill a patient for an amount that has not been paid because the provider of the service failed to follow up with information requested by the insurance company. I disputed this with the business manager and told him I would not pay the amount due until the claim had actually processed (after Aspen does their job and submits the records). He basically told me I couldn't be seen if I didn't pay the balance so I walked out. Later, I faxed over the information from the insurance company proving that Aspen had failed to provide the requested records, and indicating my balance due was $0, but nothing yet has happened. I now have to find another dentist, and there is a 6 month wait list.

  Customer Answer

  Date: 10/18/2023

  The address for Aspen Dental is ***********************************************************.  Phone: ************.

  Business Response

  Date: 10/19/2023

  Response attached.

• Initial Complaint

  Date:07/09/2023

  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.

  In March, I went to Aspen Dental for an estimate on upper teeth removal and dentures. I applied for credit and was approved thru a company FORTIVA. I made 2 additional appointments and was assured that the charge wouldn't happen until my next appointment. After a few weeks, I decided to go a different route and cancelled my appointments. I found out that they had charged my Fortiva credit for ******* because they contacted me for payment. I spoke with ******* and told them that Aspen fraudulently put the charge thru and that they could expect a refund from Aspen. I called Aspen and was assured that they would refund me. Every time I call them, they tell me their computer is down and would get back to me when they fix the issue. I just want to be made whole. I am being charged interest and late fees thru Fortiva. I don't know what to do know. My credit wasn't the best before and now it is much worse. All this because I wanted my teeth fixed.

  Customer Answer

  Date: 07/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************