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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 started treatment in *************, they kept canceling the appointment after I checked in, this is about 75 miles away so I asked to be transferred to the ************ store. By this time it was about May/june. 2023. The poplar bluff store gave me the plan and said insurance would cover all of it so I signed for approval. The Dentist gave a a parcial denture instead of the planned partial without discussing it first. I have a strong gag reflex which I notified of in advance and could not tolerate because of gaging as soon as it was in my mouth. I gave it back and they were sending it in to get the correct one, they said about 2-4 weeks, this was about sept/oct 2023. I was scheduled for a filling in November and had to cancel due to surgery. Started calling to ask about my parcel about January, until I went into the store Aug 15th 2024 and I was always told every time that it was not in and they would call me back when they had information. Well in Aug 2024 at the store they said didnt know what happened and said it was so long I had to redo the scan of my teeth. Scheduled an appointment and then called me back the next day to say insurance didnt pay for the deep cleaning, ( already approved) and I owed them $1000+ dollars before I can get my teeth, which were paid for by insurance and they messed up. Here it is Aug 17th ******************************************************************************************* to eat. Please help me resolve this issue, so I can eat. I feel that they are incompetent and have taken advantage of me and committed insurance fraud.

      Business Response

      Date: 08/23/2024

      Response attached.

    • Initial Complaint

      Date:08/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 have been dealing with this since 6/21/23. I turned my insurance into them several times. They don&#**;t report it and usually wait till the very end to claim that I have not paid my bill. I told my insurance company and had them talk to H3234353233353235**34H so it can be clear to them they are the ones not using the insurance like they should. My insurance has not been used and my bill has not been paid. This new bill has come in for ******* services. How can I pay that when I am on a set income and I do have insurance providing the proof directly to them. Another thing that&#**;s happening on the bill is that I noticed they have me down for gingivitis, which was never discussed with me whatsoever. Why is that on my billing when this was never discussed? Something about this whole situation makes no sense. This is happening at **********************************************************

      Business Response

      Date: 08/21/2024

      Response attached!

    • Initial Complaint

      Date:07/02/2024

      Type:Product Issues
      Status:
      Answered
      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 visited Aspen Dental with husband. Aspen Dental wanted to pulled all of his teeth. I gave them $336.00 for down payment. Two days after visited-(6/10)-original appointment. Appointment was set for July 9, to perform the work needed. I asked for my money back. Aspen stated they where going to give me my original check back and wait 10 days. I have been trying to get in touch with someone since Monday the I am trying to reach is *****. I verified my check cleared the bank June 11,2024-(ck#****)

      Business Response

      Date: 09/05/2024

      Response attached.

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 12-14-2022 I PAID ASPEN DENTAL FOR A NEW UPPER DENTURE FOR A TOTAL OF 1542.05. WHEN I WENT TO THE NEXT APPOINTMENT THEY TOLD ME THAT MY INSURANCE WOULD NOT PAY FOR THE PREMIUM DENTURE I HAD CHOSEN. THE DENTURE I GOT ONLY COST $750. I ALSO PURCHASED THE 3 YEAR WARRANTY. I CANNOT REMEMBER THE PRICE AND DOES NOT SHOW ONT THE RECEIPT I HAVE. WHICH I CAN BARELY MAKE OUT BECAUSE THE INK IS SO LIGHT. I HAD 6 OFFICE VISITS TO MAKE ADJUSTMENTS AFTER I FINALLY GOT THE DENTURE ON 2-06-2023. THE DENTURE WAS TO BIG AND MOVE AROUND AND FALLS DOWN WHEN I AM TALKING AND EATING. SEEN 3 DIFFERENT DENTIST DURING THIS TIME AND TOLD THEM OF THE PROBLEM. I REQUESTED A LINER TO MAKE THEM FIT. THEY REFUSED. THEY SAID I WOULD HAVE TO PAY ANOTHER $500. SHOULD NOT HAVE NEW CHARGES TO MAKE A NEW DENTURE FIT. ON 12-27-2023 I WAS EATING SUPPER AND THE DENTURE BROKE, SPLIT DOWN THE MIDDLE.I HAVE HAD THE DENTURE 10 MONTHS. I WANTED TO REPLACE THE DENTURE BECAUSE IT WAS LOOSE FITTING AND NOW BROKEN. AND PROBABLY BREAK AGAIN. TOLD ME THE DENTIST WOULD NOT REPLACE IT NOW AS HE DIDN'T REPLACE IT DURING MY 6 ADJUSTMENT VISITS. EVEN THOUGH NOW THEY ARE BROKEN. NOW THEY SAY I ONLY HAVE THE 1 YEAR WARRANTY AND I JUST USED IT. THEY GET TO DECIDE HOW TO FIX THEM. I WANT TO REPLACE IT. THE WARRANTY SHOULD REPLACE A BROKEN DENTURE. DON'T FIT PROPERLY AND NOW BROKE. SAYING WARRANTY IS UP ON 2-06-2024. MEDICARE ONLY ALLOWS ME A NEW DENTURE EVERY 5 YEARS. i DON'T KNOW WHAT OTHER CHARGES WERE MADE AFTER THE $750 AND THE COST OF THE WARRANTY. WHEN THEY PUT IT BACK TOGETHER i WAS NOT ALLOWED ANY ADJUSTMENTS AND THEY ARE LOOSE AND HAVE NO SUCTION NOW. ASKED TO SEE THE DENTIST AND THEY SAID HE WAS TO BUSY TO SEE ME. DID NOT SEE A DENTIST. THAT'S MY COMPLAINT. SHOULD RECEIVE A REPLACEMENT DENTURE WITH THE WARRANTY. ESPECIALLY SINCE IT BROKE. IF IT BREAKS AGAIN AFTER 2-06-2024 I WILL HAVE NO TEETH AND NO WAY OF PAYING FOR ANOTHER DENTURE.

      Business Response

      Date: 01/02/2024

      Response attached.

       

      January 2, 2024  RE: Acknowledgment of Complaint Case No. ********  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 Poplar Bluff, MO which is independently owned and operated by ********* *** ***.  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, Rebekah Colling  Rebekah Colling Regulatory Relations Specialist Aspen Dental Management, Inc. On behalf of ********* *** ***

    • Initial Complaint

      Date:12/26/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Unsatisfied with how they do business. I got all bottom teeth pulled January 16,2023. Never have gotten my dentures. I'm not going back. I just want my money back that I paid out of pocket.

      Business Response

      Date: 12/27/2023

      Response attached!

      December 27, 2023




      Office of the Better Business Bureau


      RE: ******* ******
      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 Cape Girardeau, MO which is independently
      owned and operated by ********* *** ***.

      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

      On behalf of ********* *** ***

      Customer Answer

      Date: 12/27/2023

      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:07/21/2023

      Type:Billing Issues
      Status:
      Answered
      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: **** ******* **** Cape Girardeau, MO 63703 My main complaint is that they did not work on my mouth on June 9th. When I went to have extractions they said I have an overbite and they could not do it. She said this should have never been referred to be done. They were supposed to contact him to see if they could take care of me in Marion, IL or refer me to another dentist. I have called twice because I paid $657.40 and they said they couldn't verify it in the system because their computers had been down. I called later and they said they don't do refunds. It has to go through corporate. It had not even been done. They said our corporate has to do all the refunds. Since June 9, they have had this money and I did not owe them. It was all preapproved and they always get it up front before services. They had already deducted it from my debit card. I would like my money back - $657.40 and I am still needing dental work. If they can't do it, I would like to be referred to another dentist.

      Business Response

      Date: 08/01/2023

      Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ***** ********** on behalf of the Cape Girardeau, MO Aspen Dental branded practice, owned and operated by ********* 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. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Sincerely, ***** ******  

    • Initial Complaint

      Date:06/05/2023

      Type:Billing Issues
      Status:
      Answered
      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 senior citizen, I have United Healthcare as my Part B plan. I went to Aspen Dental. The first time I was there was on April 4 and they told me I needed planning and scaling and my insurance didn't cover that and they told me I needed a crown. They told me my insurance would pay for the crown 100%. The planning and scaling was a 2 appointment process. The first day I was there for the cleaning and scaling, they charged me the full amount of $1559. They told me I would have to pay a portion of the amount for the crown. When I went back for the second half of my appointment, the dental hygienist said she is not going to do this to me, she said I am changing your treatment plan. She said I would get a $1,000 credit and that would give me enough to get my crown. She sent me out to the billing rep. So I went on May 16th to the office to talk about my bill. I saw the two reps there laughing. They told me Aspen Dental started a new program on April 26 and could not refund any money now. I tried to call them about this and left messages and no one ever called me back. I would like the money back and credit my Care credit credit card so I will not have to pay them.

      Customer Answer

      Date: 06/08/2023

      I visited Aspen Dental on Tuesday 6/6/23 and was told there was a nationwide cyber attack on their system at the end of April. They said they have it up and running, but the only thing they are unable to do is credits and refunds. I was told they don't know when they would be able to provide a refund. 

      Business Response

      Date: 06/25/2023

      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 Cape
      Girardeau, 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

      Date:12/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 had my teeth made at this dentist office(02/2022)is when teeth were made, my teeth were under warranty for two years. I went into the dentist 05/2022 to have a adjustment done to my teeth and then I received a bill in the amount 690.00 and my teeth are still under warranty.

      Business Response

      Date: 12/21/2022

      Response attached.

      Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Cape
      Girardeau, 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

      Date:11/17/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      In August 2021, I went to Aspen dental for dental care. They referred me to an endodontist for a procedure they don't perform and then I had a follow up. At the follow up, they informed me of the remaining procedures I would need and told me I would need to pay ahead of time. One of the procedures listed was a procedure the endodontist had completed. They assured me I was mistaken and he had not performed the specific procedure. I paid the amount due. When I got into the patient room, they started cleaning my teeth. I asked what they were doing since I was supposed to be received a crown. They did an annual cleaning without me scheduling or them even telling me what they were doing. Then the dentist came in for the crown portion and said oh the endodontist already did this. I tried to get them to cancel my card payment and they refused saying it would become an account credit. I was never coming back so I wanted it refunded but they refused. Yesterday, 11/17/22, I received bill from them from this procedure. A YEAR LATER! I called their billing office and got nowhere, they just kept telling me I wasn't charged for any services that weren't performed. At the time of service, I was double covered on insurance. She said one of the insurances didn't pay. I asked her how it could take a year to communicate that? No answer. Now I have to pay a bill from a year ago that I should have a credit for to keep my credit from being negatively impacted. The experience a year ago was a nightmare and a year later it is coming back to haunt me again. Aspen is performing services not requested or approved by patients and has some very poor billing procedures. I would never recommend Aspen Dental to anyone!

      Business Response

      Date: 12/11/2022

      Response attached.

      Thank you for the opportunity to respond to the complaint filed by ************************* on behalf of the Cape
      ************************************ branded practice, owned and operated by Rangitsch 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.

      I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
      federal privacy laws.

    • Initial Complaint

      Date:06/20/2022

      Type:Product Issues
      Status:
      Answered
      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 have dentures made. Last year they did not fit so they had to fix the lower plate. I had them to get another set. This time the top plate does not fit. They are refusing to refund me. They told me that I would receive a refund if I was not completely satisfied. I need a set that fits properly.

      Business Response

      Date: 06/22/2022

      Dear Sir or Madam:

      Thank you for the opportunity to respond to the complaint filed by ***** ******* on behalf of the Poplar Bluff, 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.

    Aspen Dental is NOT a BBB Accredited Business.

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