ComplaintsforAspen Dental
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Complaint Details
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Initial Complaint
03/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last April I got a one-tooth partial. I paid the bill. The cost was $280+. I asked several times to make sure that was all I owed. I wanted to make sure I would not be getting a bill later. I wanted to have it paid in full while I was there. I found out the person I was speaking to was the Regional Manager. I got a bill a week ago for $403. I called billing and Aspen Dental to figure out what was going on. Billing told me insurance only paid this amount, this was the amount I still owed. They told me that what they told me at the office was wrong, and I owed money. I was not able to get anyone to call my back, so I went there in person. They told me I was responsible for the payment, because I signed the paper. I explained that I was assured that what I had to pay that day was my final cost. If you can&#**;t take the word of a representative of the company, what good is it. The partial I got that day was not good. It didn&#**;t fit well and it didn&#**;t look natural. I went back two or three times to work on it. They couldn&#**;t get it right. I went to another dentist to get it down. It costs me less money, and they did a better job.Business response
03/08/2024
Response attached!Customer response
03/08/2024
Complaint: 21399026
I am rejecting this response because:
Im still waiting to hear from Aspen Dental.
Sincerely,
*************************Business response
03/12/2024
Please allow more time for a response.Customer response
03/28/2024
I got a phone call from the office manager that I have a zero balance now.Initial Complaint
02/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In July of 2023 I had oral surgery at Aspen Dental in ********* ********. At that time I was with United Healthcare and they paid their share of the bill. And now there is a remaining balance of ***** owed to Aspen Dental. In October I went to my appointment where at this time Aspen Dental terms me away for any future appointments or procedures until that amount of money is paid for. August 1st was the day my permanent dentures were completed. I have been waiting for my dentures since then as Aspen Dental is refusing to release them to me! I made some calls and found out that I can get dental quest to pay this bill for me as soon as Aspen Dental submits the claim to them. Today February 21st 2024 I talked to Aspen Dental in ********* I talked to the corporate office twice and talked to DentaQuest nothing was accomplished with Aspen Dental I told them I wanted my teeth mailed to me overnight I told them I would be there tomorrow to pick them up but I cannot get a ride to do so. Each time I tried calling Aspen Dental I was constantly put on a 20 minute hold three times per conversation then eventually hung up on I am not getting anything from these people. I am a diabetic and am not eating the proper food due to the fact I have no teeth they are putting my health in jeopardy because of not wanting to release my teeth into my possession! I was told by Aspen Dental today that a claim was submitted on last Friday two Dental quests to wear DentaQuest stated that was not true no clean has been submitted bye Aspen Dental for any amount of money under my behalf I want my teeth it has been 7 months I have had no teeth and I'm tired of walking around with no teeth!Business response
02/23/2024
February 23, 2024
RE: Acknowledgment of Complaint Case No. 21328359
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 *********, ** which is independently owned
and operated by IL Judge Dental P.C..
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 within the
next 5 business days 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, Inc.
On behalf of IL Judge Dental P.C.Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Within the past 2 years I have had two pairs of dentures, and they both have broken.... Received the last set of dentures on or about August 11th of 2022... I am so dissatisfied with the product that I received for over $6,000 that I paid .. and the cheap materials that they obviously use because I take very good care of my teeth, dentures... When I called the office to get some sort of emergency service they scheduled me more than a week out .. this is unacceptable when I must have teeth in order to function in my job and my normal daily activities.Business response
11/27/2023
Response attached.
November 27, 2023
RE: Acknowledgment of Complaint Case No. 20863861
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 *******, ** which is independently owned
and operated by KAPILIKISHA DMD LLC.
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 within the
next 5 business days 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, Inc.
On behalf of KAPILIKISHA DMD LLCInitial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Husband had dentures made, never fit properly. They made several sets that never fit. They broke and we took them in to fix, when he tried them they would not seat properly and we were told that was all they could do. Now they have broken again and they put you off for a week to repair. I will gladly return for a refund. These dentures are a year old and have broken twice.Business response
09/07/2023
Response attached.
September 7, 2023
Office of the Better Business Bureau
RE: ******* ******** Dental Account Number: ********
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the
Branson, MO 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.
Sincerely,
******* *******
******* *******
Regulatory Relations Specialist
Aspen Dental Management, Inc.
*** ******* ***** ******* **** ********* ** ***** ** ****** ** *********** *** *** ****** ************ **** ****** **** ************ ****** *******************************Initial Complaint
08/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My complaint is about the billing practices of this location. I have a dental credit card opened by Aspen (but run by a separate card company) when they started my treatment plan. I was told to bill the part of the plan we knew insurance wouldn't cover and then we'd find out later if insurance denied any charges. After several months, my immediate upper didn't fit well, but they kept relining it with the expectation I would get my permanent upper denture soon. I was told at each visit (of which there were many) that I didn't need to worry about any balances. The last visit I had, I was told insurance was posted and my balance was zero. Today, less than two weeks after being told to not worry about any bills, I made the one hour trip to the office expecting to pick up my final upper denture and be able to comfortably eat again. I checked in and sat down, only to be told to pay $512 that was shown as due on my account and that the insurance wouldn't pay, or I wouldn't get my denture. I thought, no problem, even though I was previously told not to worry about a bill, I'd use my dental credit card to pay and fight over the insurance later so I could get my denture. Then and only then was I told my account was past due because the original procedure had been done months prior so they wouldn't let me use the over $1000 available credit on my dental credit card. I had to pay in cash, credit, or check, and that the company that ran the dental card would deny the charge if they tried. I asked them to try anyway, and sure enough I was given a receipt showing it was denied. I called the card company. The card company said this is not their policy and has never been their policy and they showed no attempted transaction against my dental card account. They stated I should be able to use my open line of credit for any dental procedure at this office regardless of when the initial bill date was. I left the office without my upper denture because I had no ready funds to pay.Business response
09/26/2023
Response attached.
September 26, 2023
Office of the Better Business Bureau
RE: ********** ******** ****** ******* ******* ********
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ******** ********* on behalf of the
Farmington, MO 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.
Sincerely,
******* *******
******* *******
Regulatory Relations Specialist
Aspen Dental Management, Inc.
*** ******* ***** *******
East Syracuse, NY 13057
On behalf of MO Dental AS Judge, DDS, P.C.
Phone: ************ **** ****** **** ************
Email: [email protected]Initial Complaint
07/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I went there to get an upper partial and lower partial, they did not fit and I asked them to give me my money back. They said they could not put it back on the card, the system was down and it was $2698.Business response
08/29/2023
Hello,
I have reviewed *** *********** chart. Her account ledger reflects that she and her insurance company have been refunded for the treatment.
Thank you,
******* ********
Initial Complaint
07/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Last year in July, I had 3 wisdom teeth removed per their suggestion. They charged up front and said I was getting a good deal. Then after insurance billed me 1400 additional dollars without my knowledge. I even asked about additional charges and they said insurance covered a majority. I have my contract and they are in my network! They stretched it out over two appointments and my dentist, *********** *** ***, smelled of Marijuana the second appointment. Upon showing up the first time, there was another customer that they turned away for oweing thousands of dollars. This place is really scamming people!Business response
07/25/2023
response attached.
July 25, 2023
Office of the Better Business Bureau
RE: ****** ******* Aspen Dental Account Number: ********
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ****** ******* on behalf of the
Branson, MO 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.
Sincerely,
***** ****** ***** ****** ******** ********** ********* ***** ****** *********** **** *** ******* ***** ******* **** ********* ** ***** ** ****** ** *********** *** *** ****** ************ **** ****** **** ************ ****** ***********************Initial Complaint
07/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been told my refund can't be provideded untill the refund department is back on line, I have been waiting for over a month,I have my cash paid receipt of 600.00 and they kept the denture. I started in April and have no denture that I can eat with nor have my refund.Business response
07/20/2023
******** ********* **** *** ****
Office of the Better Business Bureau
RE: ****** ***** Aspen Dental Account Number: *******
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the
Farmington, MO Aspen Dental branded practice, owned and operated by ** ****** ** ****** ***,
P.C. 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.
Sincerely,
***** ****** ***** ****** ******** ********** ********* ***** ****** *********** **** *** ******* ***** ******* **** ********* ** ***** ** ****** ** ** ****** ** ****** **** **** ****** ************ **** ****** **** ************ ****** ***********************Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to this location the beginning of February. I have insurance through Delta Dental. I paid $1700 in cash up front for the work they did. I had two fillings filled, two extractions, and I had a deep cleaning. I was gettng one upper partial. It took four weeks to get them in. They were too tight. When I talked with Aspen they told me they charged my insurance but they didn't tell me how much. She told me that the insurance wouldn't pay on the partial at all. The office person told me today that they refunded me $505.40 but I haven't received it. They can't even tell me how they sent it. They have a money back guarantee. They didn't put in on my account, there is only a $36 credit with them. I called the headquarters for Aspen Dental. They said they already refunded me on April 14. Then, I would have $510.70 for the returned partial which I have a receipt.Initial Complaint
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On April 17th, 2023, I visited the Aspen Dental located at **** ***** ***** ***** ***** ****** ** ***** *or a routine cleaning. Prior to my visit, an employee of Aspen Dental called me to confirm my appointment and told me that I had a small credit on my account and my cleaning will only be $37, to which I agreed. When I arrived at Aspen Dental, the male receptionist took my debit card behind the counter and used a handheld machine to charge me which informed was only the $37. He charged my card, handed it back, gave me a receipt, and I went and sat down. After a while in the waiting room, I decided to check my receipt and I noticed he had charged me $288. I went back up the counter and explained to him that he way overcharged me and he apologized and told me he would put in a ticket for the $250 refund. After a week of not receiving this refund, I called Aspen Dental and the female receptionist informed me that there was no record of this ticket and that no refund has been started, to which she said she would start then for me. After another 10 days of not receiving this refund, I called Aspen Dental again and they informed me that their systems are down and they are not able to process refunds at the moment and that they don't know when their systems will be up again. I have called multiple times since then and they have taken my information and told me someone would be reaching out but I have not heard from anyone. It is now June and almost two months since my initial appointment and I still have not received my refund or even any information. I tried to dispute this transaction with my bank; however, since the receipt matched what I was charged, they cannot do anything. This is unacceptable and others may not be as fortunate as I am and will really need that extra $250 for rent or food. Someone expecting a $37 charge should not be charged $288 and then have to wait months for their refund.Business response
07/06/2023
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the St Louis,
MO (South County) 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.
Sincerely,
***** ****** ***** ****** ******** ********** ********* ***** ****** *********** **** *** ******* ***** ******* **** ********* ** ***** ** ****** ** ******* **** ** *** ****** ************ **** ****** **** ************ ****** ***********************Customer response
07/07/2023
Complaint: ********
I am rejecting this response because:
This “response” feels insincere and rehearsed. It doesn’t directly respond to my specific situation and reads more as an advertisement for the company.
Sincerely,
***** ******
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Customer Complaints Summary
36 total complaints in the last 3 years.
19 complaints closed in the last 12 months.