ComplaintsforAspen Dental

Dentist

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Complaint Details

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Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
This dentist office required me to pay 330 in advance of treatment and gave me a treatment plan promising 225 in insurance reimbursement. I paid for my services in advance on 1/10/2024 and this office has failed and refused to file a claim for my covered services and has failed to provide me with an itemized bill.
Business response
05/20/2024
Response attached.
Customer response
05/20/2024
Complaint: ********

I am rejecting this response because:they promise but never follow through.

Sincerely,

****** ******
Business response
05/20/2024
This complaint is under review. Please allow additional time.
Customer response
05/20/2024
Aspen claims it will take 30 to 45 days to file this claim Note how fast ****** processed my dental claims. If it takes that long, it's their artificial delay or just plain incompetence.
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
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.
I received service at Aspen Dental on 6/23/23 and 8/9/23. I was presented with a payment plan and the amount I had to prepay in order to proceed with services. I paid the amounts asked for with my HSA card. Eight months later, I receive a bill from Aspen Dental asking for $387.10. In the bill, it mentions the service dates but has NO MENTION of the amounts I already paid. They are asking me to double pay which should be illegal. Also, I tried calling the main office and my local dentist office where I received treatment and no one will answer the phone. I would like an itemization showing the CORRECT amounts I paid, as when I finally got through to customer service they said I only paid $100 which is absolutely false. I do not owe this amount.
Business response
04/19/2024
Response attached.
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
On 8/3/2023, ASPEN DENTAL, proposed opening a line of credit with CareCredit for $26,300.00. The credit was applied for and approved on 8/3/2023 at 12:52pm. That same day, my information was used to open another line of credit for $111,870 (no time indicated). Beginning on 9/27/23, funds were withdrawn from my account: Withdrawal Log: From Aspen Dental -$1,121.00 9/27/23 -$500.00 10/6/23 -$500.00 11/3/23 -$1,714.00 11/1/23 TOTAL:$3,835.00 ******************* (CareCredit) $17,114.00 11/10/23 $5,155.00 12/12/23 $17,114.00 12/8/23 $17,114.00 1/5/24 $17,114.00 2/2/24 $17,114.00 3/1/24 $17,114.00 3/29/24 TOTAL: $107,839.00 All of this plus $563 in baking fees.
Business response
04/17/2024
Response attached!
Initial Complaint
04/05/2024
Complaint Type:
Billing Issues
Status:
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.
I have received a bill from Aspen Dental for work that has already been paid for. When starting my treatment with them, I was told I had to pay for my plan upfront, and they signed me up for a credit card through them. It was put on the credit card before I even received the services in order to be scheduled per the office manager. That was on October 10th of 2022. I was seen for my first treatment on October 27th 2022. I did receive the treatment and have been making on time payments on the card since. 2 years later they send me a bill for the same thing, even though its on the credit card. I have tried numerous times to reach the office, and no one will return my calls. I have called the billing number provided on the statement multiple times and the line is so choppy you cannot hear what options to pick. Ive called the customer complaint line and have been left on hold for long periods of time with no response. This is unacceptable. I refuse to pay twice for a service they forced me to get a credit card to pay for in the first place. I have no way of resolving it with them, because they have made it IMPOSSIBLE to speak to someone.
Business response
04/09/2024
Response attached.
Initial Complaint
03/10/2024
Complaint Type:
Billing Issues
Status:
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.
11/2/2022 went to the dentist to have work done. They calculated what I needed to pay in the amount of ****** before the procedure was done and I paid it. They submitted the work to my insurance company and there was a contracted rate of $346.00 that my insurance their portion of $236.80. They cut a check on 11/11/22 and when that check wasnt received they sent another on 1/23/23 which was cashed on 3//3/23. Received notices that I still owed a balance ***** and could never get the correct person at Aspen dental to speak to me or call me back. When they sent a final notice due I spoke to a person at the main desk who said I still had time on this and they would give it to the billing person to review. I then called my insurance company on 7/25/23 who gave me all the above monetary details and in doing the numbers figured out that Aspen actually owed me $79.20. I called Aspen back and again couldnt get a hold of the billing person and told the person who answered about this situation who said they would look into and get back to me as the billing person was out. I never heard back and admittedly assumed that the situation was taken care of and got rid of the paperwork with names and dates of the exact persons I spoke to at Aspen. Now in February of 2024 i find out that Aspen sold my debt to a collections agency.
Business response
03/12/2024
Response attached.
Customer response
03/21/2024
Looking for the collection & any credit impact reversed and the ***** that Aspen Dental owes me.
Customer response
03/27/2024
Hello,
I didn't receive any communication regarding updates to this complaint and now I see it is closed. This issue has not been resolved, how do I open it back up? I have attached the documentation showing the disputed amount that they owe me as well as to remove the collection amount of $43
Business response
03/27/2024
The patient has been called and emailed with no response. The patient at this point must call ************, option 2 for further assistance as this case is closed.
Customer response
04/01/2024
Complaint: 21412616

I am rejecting this response because:

Hello,

I am still trying to get in contact with a person at Aspen. Originally when they contacted me I assumed it was in response to my ****** review of them and I responded to that email in frustration. After I realized that they were contacting me in response to the BBB complaint I ate crow and responded back to the person who originally contacted me by email. I explained to ***************************** that I needed to converse via email to document our conversation and it is my busy time at work and I am not available to talk during their hours of operation. I have emailed them on 03/27 including the documents for my case, then a follow up on 03/28 and 03/29. The 03/29 email had an out of office bounce back that said they were out of the office from 03/27 until 04/03.

Sincerely,

*******************
Customer response
04/02/2024
I don't understand how this is closed when the company hasn't spoken to me yet. I just want them to review the files I sent over. The person I am dealing with is out of the office until the 3rd, why can't this stay open until I hear from them?
Initial Complaint
02/08/2024
Complaint Type:
Order Issues
Status:
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.
My lower dentures never fit properly,spent over a year having adjust them over and over....finally the dentist told me they would never fit as they should .... Dealing with the financial office I signed the document for a complete return of my cost...$1950 and now it's been 2 months and no refund! Local office is giving me the run around and won't return my calls.......
Business response
02/12/2024
Response attached.
Initial Complaint
06/16/2023
Complaint Type:
Order Issues
Status:
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.
Events started in September 11th of 2022. I paid $3,000+ dollars, I was told I would receive a judgement free care, flexible scheduling, open on weekends. Efficient and great practitioner care. None of this has been shown. •Medical Negligence •unprofessional business practices •Inconsistent Business practices •Delays in treatment •poorly executed orthodontics
Business response
07/07/2023
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ******* ******* on behalf of the St Peters, 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
03/22/2023
Complaint Type:
Customer Service Issues
Status:
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.
On Jan 4 2022 I had an appt to go the dentist to try and get teeth. When I got there I had all of my bottoms except for 5. I had to wait for my benefits to kick in. I went in and they sat me down and said they needed my insurance. I have ****** ****** ****. She told me she would see who could approve me for a loan and I was qualified for a 5000 dollar loan. The Doctor **** pulled my 3 teeth, 1 from the left and 2 from the right. He told me he was going to get me a mold. But on the right side where he had pulled the two teeth there was bone sticking out of my mouth. He didnt give me anything for pain so I was coming every week for molding to make me expressions which are given before the permanent teeth. After all these visits, the Dr had someone inexperienced and he started pulling my tooth out started to cut my gum because he couldnt get it out. After all of this pain and headaches of the procedure I found out Snap sent me an email that my loan had been cancelled and took the finance money back. So because of Aspen Dental's error in filling out my insurance information, I was only approved for 1093 dollars which only paid for the upper portion of my mouth which is hideous and the teeth are too big, I have raggedy gums and a whole still visible in my mouth not to mention the bone is still hanging out of my mouth because of the inexperienced dentist he had try to pull my teeth out. Im active in the church my appearance will never be the same. No one returns my call. My last call was on the 20th and I have been constantly calling them to fix my teeth. I still have a hole on the left side of my jaw that has never closed. There is still a bone hanging out of my mouth. I cant even smile. I have to grind my food to eat. I cant eat salad or anything without grinding it up first.
Business response
03/26/2023
Response attached.
Customer response
03/28/2023
The company sent me a letter saying I should find another dentist.
Initial Complaint
03/16/2023
Complaint Type:
Billing Issues
Status:
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.
March 7, 2023 Went into the Festus office for a consultation. They went ahead and scheduled services. Maxed out my care credit card, Charged my dental insurance twice for X-rays. I called them same day, Cancelled all appointments they said they would refund the money to the care credit account. Here it is the 16th and now I’m being charged interest on my care credit card because they still haven’t refunded the money back for services I never received from them.
Business response
03/23/2023
Response attached.
Thank you for the opportunity to respond to the complaint filed by **** ********** on behalf of the
Festus, 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.
Initial Complaint
03/14/2023
Complaint Type:
Customer Service Issues
Status:
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.
I went to Aspen Dental in Farmington Missouri the first part of October 2022 and from the first experience it was bad and I definitely felt more embarrassed about my teeth issues then I did in 20 years. I went with them due to the cost of everything. I ended up having all my teeth pulled upper and lowers. I currently still have the immediate dentures from when I had surgery on 10-27-22. I have been trying to work with them on transferring my remainder of money to the Festus Missouri location as I don't have any desire to keep working with the one in Farmington. I went to the Festus location a few weeks ago about everything and was working with **** * which is the OM Float. She had gotten me prices and everything but now trying to get back ahold of someone to schedule getting everything finished there is impossible and now I have no clue where I am supposed to get my permanent dentures made at due to I don't know if they transferred everything yet or not. These immediate dentures are horrible and I can't even eat with them. I have continued to bring up my concerns but it seems it goes no where and I payed way to much money to deal with non sense and not being able to get a straight answer from anyone.
Business response
03/21/2023
Response attached.
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.
Customer response
03/22/2023
Complaint: ********

I am rejecting this response because:

I still haven't been contacted by anyone from management regarding getting this matter taken care of and need this issue resolved please and thank you

Sincerely,

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

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