ComplaintsforAspen Dental

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter and I arrived 10 to 15 minutes early for our scheduled appointment at Aspen Dental, expecting to complete paperwork as new patients. Despite this, we were left waiting 45 minutes past our appointment time after filling out the history questionnaire on their dirty iPad in the waiting room. Upon being brought back for x-ray images, I expressed my hesitation, feeling it was unnecessary and simply a charge to insurance. However, I was informed they couldn't see me without the images. Subsequently, I waited in the dentist chair for an extended period before anyone attended to me, only to be asked if I wanted to schedule a cleaning—contrary to my expectation for a first appointment.Disappointed with the customer service and lengthy delays, I declined to make a future appointment. The hygienist attributed the delays to short staffing, mentioning her granddaughter's birthday party. While understanding, I found the situation unprofessional.Seeking a more reliable option, I switched to a smaller family dentist closer to me. Prior to our first appointment, they requested our x-rays from Aspen Dental. Upon review, the new dentist noted discrepancies, indicating potential insurance fraud due to missing imaging. Despite Aspen Dental's assurance of correction, I later received notifications of outstanding balances, which they claimed were errors.Upon investigation, my insurance confirmed the lack of communication from Aspen Dental regarding the overcharges and failure to rectify the situation. Despite repeated requests for documentation, Aspen Dental has failed to provide evidence supporting their claims, leading me to doubt their integrity.It's unfortunate that the pursuit of better service led to the discovery of potential fraud. I've since involved my insurance in handling the matter. Overall, my experience with Aspen Dental has been disappointing and untrustworthy, and I caution others to be wary of their practices.

  Business response

  04/11/2024

  Response attached.

  
  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 Sedalia, 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,
  
  ******* *******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 2022 I prepaid for services $5,900plus dollars. In April I still had not received services I still had $4786.00 left. We could not agree on services as I was in pain and would not give me an antibiotic. I then has for a refund. They agreed told me they would process the refund. The next day a cyber attack happened. I have been asking for my money sense asked them to cut a check considering they claimed they couldn't refundit to my card due to system down we are now on about two months I have been waiting. I jist called today and they said it was filed on the 18th of May which it originally was filed on April. They did state the money will be returned buy could not name a date still claiming system down issues I again asked just to cut me a check and was denied that as a option.policy states refund with in 7 to 10 working days. I just want my $4786.00 My mouth is still in pain and I need alot of dental work that I'm not comfortable with them performing .

  Customer response

  06/14/2023

  My money has been fully refunded. 

  
  

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