ComplaintsforAspen Dental

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello .I am a patient at the Aspen Dental-******* location.I have been waiting over 5 months to speak to someone about a issue on my account.I was given a amount for bottom partial. Because i have done isurance filing-I was very diligent in asking questions to ensure that I undestood my out-of-pocket expenses. I paid the amount given to me,but i month later i received a statement saying different amount.To shorten this story -the branch failed to file pre-determination with insurance companyI called the branch several times to get this handled, and each time I was informed they would correct it. The problem has not been resolved, and I was just informed that I would need to speak with ****..(District Manager) I have been waiting since March to speak with her. At this point I am very frustrated and very concern that this issue will effect my credit if it is not resolved soon.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted the Aspen Dental late 2022. My insurance didnt cover 2 flexible partials* because I was living in ********* ** * because my geographic location* however a free filing a grievance* I won and they gave me next teir . It covered much more. Made an appointment with ***** at Aspen dental* on ******* road. They did all my scans* and made me a two tooth upper lower partial. The price ended up over $**** of which I had too pay $876 round about. The upper partial fit* but was not made the way I had discussed with the dentist. The bottom partial bit as well* but needed to be adjusted.Its necessary for me to change directions for a minute in my explanation. February 4* 2023 my wife* of almost 19 years was killed in a fire* along with our three pets. This tragic loss of my entire family in **************************************************** and his made it* so I am only two handle the pain at different times. I have suffered a tremendous amount of losses* too many to go into detail. When I picked up the partials* the staff who was delivering them very quickly* had me pop them in and ask how they felt. My response was they felt weird* but didnt hurt. Immediately after I said that she said I could go* didnt explain how to take them out* how to clean them* when not to wear them.. so I left unaware that I was not getting the service that was due too as a customer who chose your company* but most importantly $ ****. Because of my situation* I was informed by ex-wife who has over 30 years working continuously as a dental assistant* that every where she has worked upon delivery of a dental appliance* the assistant explains the proper care* and supplies you with a case . None of this7 happen and rushed out the door. I had misplaced the upper* and called about a case. I was told by an employee named **** they had a case waiting*i stated I would be there in 20 minutes. I was traveling to ******* and couldnt make it. While there in ******* the upper partial was destroyed* almost solely because it wasnt stored in a case. The conditions under which this happened are irrelevant. Had I been given the case while picking up the partials if your employee would have done her due diligence* there is high percentage chance this wouldnt have happened . Myself * and ********* Network Paid a substantial amount for service thats was not fulfilled. Therefore the staff and that doctor * and your company replace it at no cost. Doing this wont affect that independent franchises and owners bottom line of profits.As I wrote above* I am financially destitute because of the fire and losing everything I owned. I explain this to multiple staff at Aspen Dental* they showed no genuine empathy* and kept it at a business level. I understand* but being a human being there are times when its necessary to circumvent policy.I explained my situation* and the partial being ruined to two employees. One was named ********* the second person I spoke to* I believe was ********. Her response was that she had talk to me and was told I was coming to get a case in 20 minutes. Because of the things that were going on in my life I was unable to make it there and they had closed by the time I got there* and again* I remind that the responsibility of getting me what I needed for proper use with that partial* including* and probably most importantly* a case. I had to leave for ******* the next morning to relocate* and could not stop at the office before I left.I called the office again while I was in ******** within the month of May. I spoke with I believe its ******** again* explain the entire situation again* and how I felt.She told me she would talk to the doctor and get back with me. She did the next day* and what I was told was* they could make me another upper partial* and had the dental impressions which they had used in the first place. She then told me she had talk to the doctor* and was willing to give me a 25% discount. Taking the cost down to ****+ dollars* supposedly from 1600.My life has been destroyed* the upper partial was four by eyetooth* and they made it to grip on the back with another small tooth. I am desperately trying to repair my life. I am on disability due to an auto immune disease called ankylosing spondylitis* I also suffer from a compromised immune* in order not pick up bacterial infection* I receive monthly infusion that protect me from a serious infection. I am destitute * and ** going back to work as a recovery ******************* and as a hospital liaison. The tooth missing ruins my smile* and for the interview and further* it would be embarrassing * and unprofessional.I need this partial* the ultimate responsibility belongs to Aspen Dental* as Ive pointed out* if they had done their job* spend just few minutes explaining everything and providing me with the care kit* ON DELIVERY* as it was supposed to be. Very likely this current situation would not have happened. It was not not my responsibility to ask about anything holding a new paying customer hostage* over an error made by one of your staff * is both a demonstration of a company that is willing to ignore fair business practices * and is willing to lose a customer and damage your company reputation.If cant find a solution * I have already decided to write a very effective review of your company on ******* Utube */ **************** Tic toc* and start a forum finding past dissatisfied customers* hashtaging them all ti build exposure. It will cost you virtually nothing to replace* and Im sure the business youll lose will cause more financial damage to your company.I am hopefull this matter will be resolved before that becomes a necessary action.Sincerely ***************************** 5/26/2023 248-909-2164

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mislead Patient with unfair and/or deceptive trade practice (i.e. Bate and Switch) Delay in treatment in order to upsell. On 27 Mar 2023 I was examined at Aspen Dental ********* ****; **********************************************************************; A filling fell out; x-rays were taken; I was informed that I need a crown over the tooth and a filling on another tooth and a readjustment of my lower current partial or a new partial.I returned 2 days later to Aspen Dental on the 29th of Mar 2023; I was quoted a price of $507.30 (Crown $466.20); I was informed that I must put 50% down on the Crown $233.10 and the remaining cost of $233.10 when the crown came in.; I paid via with my bank Debit Card.On 12 Apr 2023 I returned to Aspen Dental; I was immediately told that I owed a balance $233.10 for the crown before I can see the Dentist;I paid the $233.10 via Bank Debit Card. After paying the balance I was taken back to the exam room; A **************** entered the exam room; I immediately asked her where is **********************; **************** replied he is not here today I had to send him over to another facility; I am part owner.I informed *************** my appointment was with Dr. ****** and I prefer him. Appointment was set for the next day 13 Apr 2023 at 12:30pm.On 13 Apr 2023 I recieved a phone call from Aspen Dental asking if I could come in early 10:00am or 10:30am: Upon arriving at Aspen Dental and signing in I was taken back to an exam room. ********************** came in stated he took another look at the x-rays and noticed an infection under tooth where the crown is to placed. I think at this stage it is best to pull all of my six (6) remaining teeth and to give me immediate clasic denture at the bottom; So I asked Dr. ****** where is the crown; His response it has not come in yet. But we will take that money and apply it to your lower dentures; We will give you a 20% discount; The cost for your lower Dentures will be $1590.20 (minus $466.20 paid for crown) Balance due $1124.00.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Aspen Dental in ********************** to inquire about dentures. They set up an appointment for a FREE consultation.Upon arriving they requested my insurance information, I was told so they would have it on file if I decided to return.I was taken to the chair and the dentist that seen me was also the owner. He asked to look in my mouth, before he looked I asked if it was part of the free consultation, which he replied yes.After looking, he sent me for an x-ray, before the x-********* again asked if this was also free and again I was told yes.Today I received a bill from a different dentist I went to because they were cheaper and my insurance would pay for my entire dentures.The bill said I have to pay $179 dollars to them for the x-ray the new dentist took.I immediately called Aspen Dental and found out they charged my insurance for the free exam.I'm on disability and get $900 a month, because Aspen Dental charged my insurance as part of their free exam now I can't get dentures until I pay the new dentist the charge for the x-ray because my insurance won't pay for 2xrays.The new dentist won't accept payments for the x-rays so I'm not going to be able to get dentures.I asked Aspen Dental every step of the way if it was included in the free exam, and I was told yes.This is a clear example of Aspen pulling a bait and switch on me.I've already lost 35 pounds waiting to get dentures, now I'm going to lose more.You took advantage of a disabled person to line your pockets.To make this right I want Aspen to pay my other dentist the cost of my x-rays so I can get my dentures.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Treated poorly and unfairly and discriminated against

  Business response

  09/01/2022

  Additional details are needed before this can be reviewed further.  Please confirm the location and date of the dental appointment. 

• Initial Complaint

  07/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aspen dental still owes me my co-pay for services completed on my tooth number 28 on November 17,,2220 they refused to give me my co-pay back which is the amount of $400. I have tried to attempt to collect this debt due to me, but they are rude and refuses to give me my money back. I have had multiple issues with this company in fact three incidents. I'm just requesting my hard-earned money back from aspen dental.

  Business response

  07/28/2021

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ******* ******* on behalf of the Sterling Heights, MI Aspen Dental branded practice, owned and operated by Scott Nigl, DDS.  We will be responding to the consumer directly on this communication.

*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. ↩