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

34 total complaints in the last 3 years.
9 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:03/17/2025
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.
Location: *********************************** I was seen at this location for partials and I was told I would be given a refund for $380. I keep being given the run around when I call for the status of my refund and I can seem to get a straight answer.
Business Response
Date: 03/19/2025
Response attached.
Customer Answer
Date: 03/21/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** ******
Customer Answer
Date: 04/04/2025
I previously spoke with the regional manager, ****** on 3/17 and she told me there was a block on my refund check and confirmed I did not owe anything to Aspen Dental. She stated she would reach out to her supervisor to release my check and would call me back and to date I have not heard back from her or received my check. I have called and left multiple messages with no return call. Today, 4/4/2025, I spoke to *** who took a message and escalated my complaint but I feel as though I am just getting the run around.
Business Response
Date: 04/08/2025
This complaint is under review.
Initial Complaint
Date:11/28/2024
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.
On 11/27/24 myself and my daughter had dental appointments with Aspen Dental in Festus Mo. When said appointments were made it was my understanding that I would be getting a tooth extracted that had broken and my daughter would be getting a cleaning. I was taken back first and the dental assistant was going to do X-rays. I explained I just needed X-rays on the tooth they were going to extract. They tried telling me that I did not have insurance in which I did. I stopped the dental assistant from doing the X-rays and went back out front until the young lady at the front desk acknowledged that I had insurance after me making several calls proving to her I had insurance. The dental assistant then came back out and got me the X-ray was done only on the tooth that was broken and bothering me. I was then placed in a room to wait on the dentist with the understanding I would be able to get the tooth extracted. Two dentist came into the room both being males. One of the dentist opened my mouth shot a lot of air into the broken tooth causing me severe pain and then begin to list off several things he felt he needed to do besides extract the the tooth which is the whole reason I was there. I asked if he was going to extract the tooth and was told I would then be taken back out front to speak with someone else in regards to dental plan. Once back out front after waiting about 15 mins myself and my daughter were called over to speak with a young man who began to explain to me that dentist wanted to do root canal, bone grafting, and some other things with my cost being nearly $900 after my insurance would pay around $1500 I declined at this time due to I was told I would have to pay half down before treatment. He then pulled up the so called treatment plan the dentist had for my daughter after seeing her with a total cost of $13,000 of things the dentist stated she needed when we only went in for a cleaning. We both left there in tears. I believe this company is a scam.
Business Response
Date: 12/02/2024
Response attached.
Initial Complaint
Date:11/09/2024
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 two appointments. Signed a consent for them to charge my CareCredit. Ended up paying out-of-pocket because their office messed up. They still charged my CareCredit and then they also sent me to collections. I cant even pay my collections bill because they sent in the wrong birthday. Also, the manager said they would call me back for two weeks in a row and she still not gotten a hold of me.
Business Response
Date: 11/22/2024
Response attached!
Initial Complaint
Date:09/16/2024
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.
On Sept. 3rd 2024 I had appt. With Aspen Dental in *************. I found out then that I had an outstanding balance of $93. I asked what it was for and she told me it was for x rays done on 8/24/23. I told her that couldnt be correct because I told the person before she took the X-rays that I only wanted them if they were covered by my insurance. She told me no problem, they are covered. I spoke to the receptionist about this issue and she said that I needed to contact my insurance. I received a bill from Aspen soon after my appointment and it shows that my primary insurance paid $60 but the secondary insurance didnt pay anything. The *** states that xray is only covered every five yrs. I would never have had those X-rays taken if I had known this but the technician told me everything was taken care of.
Customer Answer
Date: 09/16/2024
Attached is the bill I received from Aspen Dental
Business Response
Date: 09/18/2024
Response attached.
Customer Answer
Date: 09/18/2024
Aspen Dental contacted me this morning and apologized for the misunderstanding. My account has been credited $93 and this complaint has been resolved. Thank you
Customer Answer
Date: 03/19/2025
I went to Aspen Dental of ********** on September 3 2024 for a routine cleaning and checkup. I declined the bitewing X-rays and fluoride treatment. I only had the cleaning done at that appointment. On Sept. 18 I saw that they billed my insurance ( United Healthcare) for the bitewing X-rays and fluoride treatment. I notified them immediately to let them know of the discrepancy and they said they would correct the bill. Last week I was checking on my claims on the *** app and I noticed that my insurance paid $40 for bitewing X-rays and $31 for fluoride treatment which I did not receive. I have contacted Aspen Dental and they said they would reimburse *****************. ***************** has not received a refund to date.
Business Response
Date: 03/19/2025
I will forward this response to the office.
Customer Answer
Date: 03/19/2025
Complaint: 22291449

I have reviewed the business' response and am rejecting it because: I have alerted them to the issue since 9-18-24. Nothing has been done except promises to fix the discrepancy. This is to remind them that this is an issue with 09-03-24. It has nothing to do with the visit on 08-24-23 which they corrected.

Sincerely,

******** ******
Business Response
Date: 03/20/2025
Corrected claim was sent to insurance. We must now wait ***** days for claim to be reprocessed.
Customer Answer
Date: 03/24/2025
Complaint: 22291449

I have reviewed the business' response and am rejecting it because: I will wait until I hear from ***************** that they were reimbursed. I dont trust Aspen Dentals word since they have told me several times that they have corrected the issue, therefore I M keeping this claim open until I am satisfied with the results.

Sincerely,

******** ******
Initial Complaint
Date:07/17/2024
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.
My wife was told on 23 May 2024 that she needed a D2644 onlay porcelain ceramic 4+ surfacs and that insurance would discount $995 and cover $235. We paid $285. This was not the case and was never going to be the case after logging into my account to see the rejection from insurance. The procedure was done on 11 June, and now we owe $1230. My wife went and inquired in person and was told we need to pay. Your payment financial responsibility line is a scam when being lied to about coverage that didn't exist. Another procedure that was covered could have been done instead. I would be happy to talk to someone in the organization to resolve this before elevating this issue through other legal avenues. Thank you.
Business Response
Date: 07/18/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!
Customer Answer
Date: 07/19/2024
account number: ***********
date of birth: July 10, 1982
phone number: **********
Business Response
Date: 08/06/2024
Response attached!
Initial Complaint
Date:07/15/2024
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 April 27, 2023 I signed an agreement and paid $1968.60 for a bridge and extraction. I received a new bill in late April 2024 I now owe and additional $1309.04 I called twice and someone with broken English answers the calls and informed me that I do owe. The insurance isn't covering the cost that my benefits ran out. I have two insurance companies Aetna PPO and Met PPO They informed me that the rest is covered. They checked with Insurance and printed out the plan. I used Care Credit to pay for it. I paid my care credit card off and have moved on believed it was then all taken care of only to find out that they send me an additional bill a year later. I have tried to speak to someone from Aspen Dental only to be told you owe this amount $1309.04 and not answering my questions.
Business Response
Date: 07/24/2024
Response attached.
Customer Answer
Date: 07/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:07/15/2024
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.
Myself & my husband received service from aspen dental and they submitted the claim to the incorrect insurance company 2021 for me only (I am the dependent on my husbands insurance and I don&#**;t understand how that error could have been made, I was never made aware of the billing issue and now I am receiving a bill for $1300. I don&#**;t feel like I should be held responsible for this due their negligence of informing of this billing issue until 2024
Business Response
Date: 07/29/2024
Response attached.
Customer Answer
Date: 07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:06/18/2024
Type:Service or Repair 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.
I went to ASPEN Dental on 11-09-2022 for a cracked tooth. I came back on 11-16-2022 and they explained that I'd need to have it removed and replaced with an implant. I was told my share of the cost was $673.20 (the remainder would be paid y my insurance) and that I needed to pay that amount that day, which I did. On 03-29-2024 they sent me a bill for $2950.80! I went through all of my dental EOBs and couldn't make sense of their charges. I submitted a complaint to their customer service department and they contacted me a few days later. I explained the situation and they agreed to contact the local office that handled the procedure. A few weeks later the local office manager (******) called me and assured me the bill was wrong and she'd figure out the problem and provide me the details. She also agreed to put the bill on hold. I never got a call back but I assumed she had settled the issue...however I then received the same bill again but this time it included the warning that it was a final notice before going to collections! I contacted the # on the bill and explained the situation but they stated that ****** must have been mistaken and the bill was correct - offering that she probably "forgot" to have me sign the treatment plan that included the additional charges. I'll be contacting the local office but wanted to get this complaint submitted **** given that they've threatened me with collections.
Business Response
Date: 06/17/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!
Customer Answer
Date: 06/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They need more info, namely my account # which is ********.

Regards,

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

Customer Answer
Date: 06/18/2024
i had the dental work done at the Aspen office at **************************************************
Business Response
Date: 06/18/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!
Customer Answer
Date: 06/18/2024
I contacted the local ASPEN office *************) regarding this issue today (06/18/2024) and they told me they were still looking into it and that the "national" number didn't know the details. They also stated that they had a "ticket" on my bill and that would stop it from going to collections. This directly contradicts what the national # *************) told me so I'm not sure who is correct. The local office also said they didn't know anything about a "treatment plan"...
Customer Answer
Date: 06/19/2024
My account number is ********, the phone number is ********** and email address is ********************.
Business Response
Date: 06/21/2024
Response attached.
Customer Answer
Date: 06/24/2024
Update - this morning (06/24/2024) ASPEN sent me an updated ledger statement that shows that coincides with the phone conversation I had with them last week - they acknowledged the problem with the charges and have cleared them. I now have a zero balance due. So please accept my thanks for your assistance with this issue. I believe we can close this complaint because I am satisfied with ASPEN's response.

Thanks,
****
Customer Answer
Date: 06/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The fact is the local office has already resolved the complaint directly with me.

Sincerely,

*********************
Initial Complaint
Date:06/03/2024
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.
As a customer of ********************** located in *********************, I appreciate the work of the dental staff and all that they have done for my teeth. However, the billing was less than forthcoming and not explained thoroughly. I have now received a bill from ASPEN Dental in excess of $3000.00 and a bill from Care Credit in excess of $2000.00. I had no idea that a root canal, dentures and a cleaning would cost me almost $6000.00. If I would have been informed that this was the price I was going to be charged, I would have never agreed to these prices. A $800.00 cleaning is I believe excessive and being charged for 6 shots of antibiotics at $125.00 at a pop is completely excessive. I have found other Dentist Offices around my area that would have done this work for no where near $6000.00. I appreciate the Dental Professionals, but I do not appreciate being misinformed and expected to pay what is in essence a down payment for a new car.
Business Response
Date: 06/07/2024
June 7, 2024

Office of the Better Business Bureau

Acknowledgment of Complaint Case No: ********

Dear Sir or Madam,

We are writing to acknowledge receipt of the complaint filed by ************************* regarding their
experience at the Aspen Dental branded practice located at ******, ** which is independently owned
and operated by CHANDI DDS 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 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

On behalf of CHANDI DDS LLC
Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:04/18/2024
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.
Aspen Dental's location in ******, ******** is running a scam and taking advantage of innocent people. I visited the dental office in September 2023 with a chipped tooth and was told that I needed a deep cleaning and a bridge, which would cost $8930. The dentist, hygienist, and office manager bullied me into signing the agreement by threatening me with the loss of my teeth and insisting on the need for the bridge to avoid looking crazy with a missing tooth. They also scared me into believing that I would have to get dentures if I didn't get the deep clean. After checking my dental insurance, the manager said that my insurance would cover $4226 and I would have to pay $3704. I was also advised to apply for CareCredit, which I'm still paying for at this point.However, on April 18, 2024, I received a bill of $3684 from Aspen Dental without any prior communication about my insurance being denied. I'm a single mother living on a fixed income, and I would have never agreed to the procedures if I had known that my insurance wouldn't cover it. Later, I found out that Aspen Dental charges a higher price for deep cleaning and bridges than other dental offices in my area. Furthermore, they charged me $135 for an electric toothbrush that they had initially given me for free.I'm deeply disappointed and frustrated with Aspen Dental's unethical business practices. They have taken advantage of my vulnerability and lied to me about the necessity of the procedures. I demand an explanation for the hidden charges and an apology for the mental and financial distress that they have caused me. Aspen Dental must take responsibility for their actions and stop bullying and scamming innocent people.
Business Response
Date: 04/21/2024
Response attached.
Customer Answer
Date: 04/22/2024
Complaint: 21592360

I am rejecting this response because someone from Aspen Dental ****** did call me on April 22,2024. She told me that they will send it over to the insurance again. She has no guarantee that the insurance will pay the full $3684 amount at all. That is really weird but the office manager at the time of the service swear that the insurance company would pay for it all. She even told me that she had check with my insurance company already. Now on April 22,2024 Aspen dental is saying something different. So now no one know how much my insurance covered for my service. They never told me this from the very start at all.

Sincerely,

*****************
Business Response
Date: 04/23/2024
This complaint is under review.
Customer Answer
Date: 04/23/2024
Complaint: 21592360

I want to reject the response from Aspen Dental because I spoke to their office manager on Monday, April 22, 2024, and she promised to resubmit my insurance claim. However, when I asked her yesterday how much my insurance will cover, and how I can know what insurance will cover and will not cover, she called me back today, on April 23, 2024, stating that I only have to pay $627 after they send it over to insurance. When I asked her how they arrived at that number, she said that it was what the office sent over to her. I then requested to speak with the person who handles insurance filing, and the person who came up with the $627 figure, but she said that it was not possible. I asked her why, but she couldn't give me a satisfactory answer. She even claimed that she didn't know how they arrived at the amount of $627, which sounded very fishy to me. To make matters worse, I received a service detail from my account which showed that I was already charged $627 for the three crowns under account #*********. This amount was added to my $3704, which I paid using my care credit card. If Aspen Dental already included the $627 into my $3704 as a personal payment made by me, then I don't think I am liable to pay the $627 again. This is fraud, and it is clear that Aspen Dental is double billing me. I want to make a formal complaint that Aspen Dental forced me to get a procedure that they knew my insurance would not cover, and they never stated this in the beginning. It is obvious that they are running a scam over there, and I will not stand for it.

Sincerely,

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

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Aspen Dental is NOT a BBB Accredited Business.