ComplaintsforAspen Dental

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Aspen Dental cannot be trusted. After I got an initial quote for tooth removal and new upper dentures, Every time i went in they tried to increase my bill. After I got my teeth removed on March 18, they porvided a temporary denture, and told me I would get a permanent or final denture in six months. The temporary denture would not stay in and I started getting bone spurs and bone growth out the side of my gums. The finally provided me with a new temporaty denture that fit much better in June or July. When six months came around in September, I called Aspen Dental several times to ask about my permanent denture. They never answer their phone. Everything goes to voice mail and they donot return calls. Last week, my temporary denture broke in half. Today, after I went to their office to complain to the manager, the manager refused to speak to me. After waiting over 45 minutes, I went to the desk and asked to make a appointment to speak to the manager. I was told I cannot make an appointment to speak to her. I would have to come back in and wait however long it takes to speak to the manager. This is the worst customer service I have ever seen. After they get your money, they want nothing more to do with you. I want my final denture that I should have recieved in September.

  Business response

  03/03/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by **** ********* on behalf of the Columbia, 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

  03/08/2023

  Complaint: ********
  
  I am rejecting this response because it is ***** BS.  If Aspen Dental is committed to breaking down barriers, why to they refuse to talk to me?  They 'appreciate the opportunity to review this inquiry directly,' but to date they have totally ignored my complaint and no one has made any effort to contact me about this issue.  I can see why they have a D+ rating by the BBB.  They have deffinitely earned it.

  
  
  
  Sincerely,
  
  **** *********

  Business response

  03/13/2023

  This case is still being reviewed.  Please allow more time.  Thank you!

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son got the braces at Aspen dental on 11/30/21. I immediately paid my portion and they spoke to my insurance. However, a few months ago I start getting bills for the portion insurance was to pay off $1247.48. I spoke to their now fired office manager who said (on a recorded message I still have) that they didn’t submit the pre determination correctly and resubmit the claim. I call numerous times per month and rarely actually get to speak someone. They always put me on hold for 30 minutes and then just tell me they are working on it. I have been very proactive in getting this resolved while they do nothing except send me bills.

  Business response

  01/22/2023

  Response attached.

  Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Joplin,
  MO Aspen Dental branded practice, owned and operated by MO Dental ** ***** *** **. 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 law

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to aspen dental January 31 2022 for bottom teeth dentures.They gave me cleaning, and two filings and told me they need to pull two teeth in front because they were loose. Went back in February 21st they gave me a temporary partial till my teeth heal. went back March, April, May. Did not recieve pernament teeth till June and they were wrong. redid the partial. August 5th, wrong again. August 30 went spoke to Dr. Mann, told me they cant help me. My total bill $3100.00 Gave me a refund $661.00 for the pernament partial and the temp $700. I dont think thats fair. I am 75 and dont have money to give away. The Temp okay for show, but cant eat with them I want my $700. Burning gas going every month from Jan till August. Hope you can help me, They also charged me $900 for cleaning which I think i overcharged.

  Business response

  10/02/2022

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ****** ******** on behalf of the
  Florissant, 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,
  ***** ******
  Manager, Regulatory Relations

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 24 2022 I visited aspen dental for a set of full dentures I had insurance with delta dental which paid most of my balance for denture except ******* I believe at that time I did not have money to pay balance so I made a 500 payment with my debit card on 2/24/22 I made another 500 payment with cc. I did not make any more payments then in august I got an email from aspen saying I qualify for financing with snap I filled out paperwork online and was preapproved for amount up to 5000 at that time I went back into aspen dental on 8/8/22 and I informed them I wanted my 1000 back I paid and would like to finance the whole amount of 1938 which they said was fine they would mail me a check I said ok later that day they call me back and said I needed to come in next day because they had a opening to do a fitting I went back in next day cashier tells me they cant sent check they will refund to original form of payment I informed her and showed her my bank card that I only had one of the card I originally paid on she said ok we will refund 1st 500 and cut check for 2nd 500 I said ok later that day I got refund for 500 on my bank card like she said now this is on 9/9/22 on 9/11/22 I got another refund to my cc card . so fine I got my money back on 8/17/22 I wake up to both of my account overdrawn by 500 because aspen took money back I been calling everyday since then still no refund i even emailed regional manger ******************* he reassured me check was in mail never received my bank account is now in negative and cc is now *********************************** fees checks bouncing and they are threatening to close my account and i still don't have my 1000 from aspen store ********************* wont return my calls or having employees lying for him so he wont have to talk to me. I will be contacting an attorney for my 1000 and all fees associated with aspen overdrawing my account

  Customer response

  09/01/2022

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

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

  Business response

  09/06/2022

  Response attached.

  Thank you for the opportunity to respond to the complaint filed by *************************** on behalf of the ************************************ branded practice, owned and operated by Herbst DMD LLC. We will be responding to the consumer directly on this communication.

• Initial Complaint

  08/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to Aspen Dental in Florissant 63033. Received treatment plan that included crowns and deep cleaning on teeth. Received deep cleaning and set appoint for crown. The first issue is that when I arrived for the crown work and sitting in dentist chair, dentist said he needed to consult with another dentist. A lady dentist came in and he spoke with her then came back to me and said they changed the treatment plan to extracting all of my upper teeth and that I could make another appointment. I questioned why their dentist would give me a treatment plan with crowns, then on day of crown, change plan to extracting teeth. I declined the plan. The second issue is that my insurance company denied Aspen's claim for the deep cleaning due to there not being enough bone lose for deep cleaning. My issue is Aspen may have done unnecessary deep cleaning and on teeth they were wanting to extract. Aspen is billing me $1137.40 for the deep cleaning and I don't think they should. Thanks

  Business response

  09/01/2021

  Responding to a BBB complaint

  Thank you for the opportunity to respond to the complaint filed by ******* ***** on behalf of the Florissant, MO Aspen Dental branded practice, owned and operated by Herbst DMD LLC. 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. 

*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. ↩