ComplaintsforAspenDental
Dentist
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Im not liable for this debt which aspen dental. I dont have know a contract with the collections agency they didnt provide me with the original contract as I requestedBusiness response
09/11/2024
Response attached!Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Okay, in early 2023, it was the last time I went to Aspen Debtal on ************* in ***********, ** because they said they could not finish my treatment plan (in the middle of doing the work because they wanted me to pay for services the insurance would not cover. When I got the treatment plan in the beginning, it spelled out what Id have to pay and what was covered by the insurance company. However, the insurance/medical records person at the office, I think her name was ****** or something like that, would never do the required prior authorizations for each procedure. I would in turn have to contact my insurance company who told me to contact the local Aspen office and they said Aspen knew better and was supposed to get the authorizations first before doing any work so theyd have to appeal the insurances decisions for what was not covered. I at the time had a tooth that had rotted out and was in severe pain but they refused to see me until they got money from me or the insurance company. If I went to someone else, Id have to start all over and my insurance was not going to pay for X-rays and exams with another company! I have to wait u til the new year and my insurance company switched dental providers and because of their negligence, I now had over $15,000 worth of work due to Aspens negligence!!!!!!!!! I had to pay over $2,000 out of pocket for work not covered under my new insurance!! But they did file the insurance immediately as they were supposed to! So today I get a letter from Aspen. Ive never received any mail from Aspen before. They also had my address wrong!! They want $438! From March and July if 2023!!!! This is my first time looking at these services broken down on a bill and receiving a bill!!!!! When I talked to them sometime last year they could not give me a specific amount due! Also, Id already paid an additional $500 for cleaning specialty that was not covered by insurance so now theyre saying some more cleaning isnt?Business response
09/04/2024
Response attached!Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Im being charged for a service that I didnt not receive. Ive been calling since January 2024 to get the situation resolved but Im not getting anywhere with customer service. Ive also been inside the local office and nothing has been done. *** even requested that they give me a corrected claim so that I can file it with my insurance company on my own but they refuse. States its against their policy.Business response
08/27/2024
Response attached!Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Aspen Dental in ******,Md offered a free consultation. I was upfront and said I just wanted a second opinion. They offered to give me a dental exam and I told them I just had a check up and cleaning. They said they needed to do a round about scan to give me an estimate and said it was no charge. They asked me if I was going to switch to them I told them no I was staying with my dentist. I just wanted a second opinion because my dentist office said a bridge would be too different. Delta dental said no to the bridge and gave me an estimate on implants. We are on fixed incomes and cant afford implants. And the dentist assured me there was no charge. My insurance company got billed and I got billed $85.40. I called them when I got the bill today and said I had been completely upfront with them and told the dentist I just wanted a second opinion and that I didnt want the round about x-ray and she said there was no cost. I told them that I was contacting the better business bureau and they said they would talk to the people involved. I told them I was not paying because medication and food is the priority and the dentist said there was no chargeBusiness response
08/27/2024
Response attached!Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had some dental work done, was not completed still getting billed account got hacked at the dentist. They lost everybodys Social Security number and information as a result. People are opening bank accounts, buying homes out of the country in my name.Business response
08/27/2024
Response attached!Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Oct 4, 2023 initial visit, x-rays and treatment plan discussed. In discussing treatment plan and billing with manager, I informed her the recommended treatments may not be something I can commit to yet, until I can locate new insurance, as my husband was in his last 2 weeks of the job that provided me with dental insurance. Manager got insurance info and informed me that if I pursue treatment quickly, ******************* will still cover it for up to 30 days after the resignation from that job for a grace ******* Recommended I get in for procedures asap rather than pushing it out until new insurance. I agreed based on her word. I paid upfront $223. Manager informed me my remaining balance after the treatment would be $148.40, which I could pay the following week after receiving all fillings and treatment. I confirmed with her this would be the total of my out of pocket costs. She said the insurance covers the rest.I came in on Oct 5, 2023 and received dental cleaning and one filling; Oct 11, 2023, for filling(s) in the 2nd quadrant of my mouth; and Oct 12, 2023 for my remaining fillings. Oct 12, 2023 I paid the remaining $148.40 as previously discussed and was informed I was good to go. I received an outstanding bill for $1,294.60 on 3/3/2024.I attempted to reach out to Aspen Dental via phone call approximately 8 times total in the span of 3-6wks. I never got ahold of anyone to speak with, or was left on hold for so long I had to return to work or otherwise. At this point I gave up trying to contact them and began making partial payments online. Ive paid roughly $250 in small increments since then as this is all I can afford. While I respect and acknowledge that payment is deserved for the work the staff provided, Im not in the financial position to pay this high bill for treatment that I feel I was deceived to agree to. As the manager in charge of discussing treatment and billing, a level of trust was granted, which was betrayed by misinformation.Customer response
07/12/2024
In September of 2023, I needed some dental care. I reached out to Aspen Dental to try and get an appointment before my insurance lapsed with the end of my husbands employment. They couldnt fit me in before the end of September, but they assured me that our insurance coverage would continue for at least 30 days after my husbands employment ended. I proceeded to get the dental care in October, believe according to their assurances that Id be covered by insurance. I cannot afford this bill. My husband is not working. I want to pay my debt, but their office refuses to settle for a smaller amount. If they could even reduce my bill by 25%, it would be helpful. They refuse to negotiate at all, even thought I believe their office deliberately misled me about the coverage I had from my insurance plan. I would never have had this work done if I had understood what the bill was going to be, and I believe Aspen Dental is at least partially liable for giving me misleading information.Business response
09/05/2024
September 5, 2024
RE: Acknowledgment of Complaint Case No. ********
Dear **********
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 Ghazala Dental 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,
*****************************Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my consultation on June 19th. They recommended I take all my wisdom teeth out and made my payment at 2:44pm the same day. The date to take my wisdom teeth out was scheduled for July 2nd at 8:00am. I had scheduled PTO for the day and the following days for recovery. When I went to my scheduled appointment, they told me the doctor was not in and called me on June 19th to reschedule. This claim was completely false. There is nowhere in my phone logs or voicemail indicating they had made any attempt to call me after I scheduled the appointment that day. I do not get the pleasure of taking days off whenever I want and times are hard so I cannot take a day off without PTO. I can't say enough how frustrating it is to take a day off and find someone to take me to the appointment and pick me up. They will not do the surgery unless I have an adult ******. This is horrendously unprofessional and something needs to be done about it. The next available appointment was for July 23rd. This is not ideal when I have discomfort. Not only did I pay for PTO, I paid my friends money to pick me up and take me home.Business response
09/05/2024
Response attached.Initial Complaint
12/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a dental emergency in January 2023. I could not get another dentist to look at my issue so I went to Aspen Dental. I'm on Medicaid and explained to them I could pay only what the Medicaid would cover. I was told they would accept that. However, that was not the case. I was presented with a bill of $10,900. They say I now owe $1400 to a Care Credit card. I have very limited income and I'm on social security. I receive $770 a month and explained this to them as well. During my visit they also assisted me with applying for Care Credit and told me I would get a rebate. I'm enrolled in their 0% interest but they still want me to pay $28.Business response
12/20/2023
After looking further into the patient's account, all claims have closed and a refund was submitted to her last form of payment; Care Credit. Refund in the amount of $136 will be submitted on 12/20/2023.Initial Complaint
04/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am not happy with my denture set, The bottom dentures broke, and they gave me another bottom denture. Then the bottom denture broke for the 2nd time in the last two hours. I called the business and they are not taking calls at this time. I went to the business and they stated that they would call me, but they did not take my name and number. The original cost $4078.00, estimated insurance discount of $1058.00, estimated insurance benefit is $1700.00 patient financial responsibility is $1,320.00 at 29.99 interest. My first full set of dentures at Affordable dentures lasted for a very long time. They were of good quality for $800.00. These expensive dentures are of poor quality. I would like for my denture to be repaired.Business response
05/12/2023
Spoke with the customer two days that we will do the money back guarantee for the dentures. We informed the customer that we are coming from a system outage.Customer response
06/06/2023
I said all I want was to have my dentures remade. This location doesn't want anything to do with me. I got a message that I had to return their product which will leaves me with nothing and no insurance money. They are keeping their money but they want me to give up the upper teeth they made for me. I am out of insurance money now. I want my insurance money refunded and I'm not giving them their teeth back unless I get refunded. I am struggling now and have COPD and have transportation issues.Customer response
06/07/2023
The business resolved this issue and the compliant should be closed.
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Customer Complaints Summary
9 total complaints in the last 3 years.
8 complaints closed in the last 12 months.