Business Profile

Dentist

Aspen Dental

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Complaints

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

Customer Complaints Summary

14 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
*August 31st 2023 My first appointment with Aspen Dental **** Casey Cho, dss in ********. Exam and estimate for dentures and dental care of teeth. Estimated was for $5380.00 November 27th 2023 Extractions of teeth and upper denture were done. Payment was applied at this visit. April 22nd *************************************************************** fit. July 30th 2024 was 2nd adjustment Dentures larger, bulging lip no suction August 21st 2024 3rd completely dissatisfied Staff and Dr. *** are not friendly if helpful. Dr. *** told me if I wanted perfection I should have gotten implants very rude. Said she would give me a REFUND and offered to make another denture in the office lab there by her lab tech not sending off for better made denture. August 28th 2024 tried on in house lab tech denture, was ugly, yellow color teeth, cheap materials. Now 6 months later No refund, denture I can't wear and they have all my money with slogan saying "IF YOUR DENTURES Aren't CORRECT WE'LL MAKE IT RIGHT" But they haven't. Plus rude dentist! Please help me
Business Response
Date: 03/19/2025
Response attached.
Customer Answer
Date: 04/16/2025

I am rejecting this response because:
I was in contact with office manager at Aspen Dental "*********" that sent me release form for refund of horrible dentures they made. March 27th 2025.i signed and promptly returned with a promise on form to refund money within 5 business days. Agreement, phone conversations, forms were NOT HONORED by them again.
***** Hedden

Business Response
Date: 04/16/2025
The office has made multiple attempts to reach the patient. Please return their call for assistance.
Customer Answer
Date: 04/22/2025

I am rejecting this response because:

I heard from Aspen Dental, office manager ********* this morning.
She said, They are only refunded me $1,000.00
That is not correct. I am attaching more proof in receipts they owe me $3693.40 for dentures of the $5,380.00 I paid all together. The difference in money is extractions, cleanings.

***** Hedden

Business Response
Date: 04/22/2025
The office has made multiple attempts to reach the patient. Please return their call for assistance.
Customer Answer
Date: 04/22/2025

I am rejecting this response because: Aspen Dental has not tried to reach out to me. I have been the one to call and reach out. Only Chairman has returned a few of my calls. I have sent proof of the money I paid and they owe me back for horrific upper denture they sloppy made me. Besides the verbal abuse from Dr. ******************** in office. She said she would refund my money and that's exactly what I expect,* full refund not $1,000 ****************** manager) offered on phone.

Business Response
Date: 04/22/2025
The office has made multiple attempts to reach the patient. Please return their call for assistance.
Customer Answer
Date: 04/23/2025

I am rejecting this response because:I have been the one to constantly reach out to them. I always returned the few missed calls after I called them first. This is a deceitful business and doctor. Dr.Casey Cho in October of 2024 said she would refund full denture price.

Customer Answer
Date: 04/23/2025

I am rejecting this response because:

Date Sent: 4/23/2025 11:06:29 AM

I am rejecting this response because:I have been the one to constantly reach out to them. I always returned the few missed calls after I called them first. This is a deceitful business and doctor. Dr.Casey Cho in October of 2024 said she would refund full denture price.

If Aspen Dental **************************** will not refund my full ?? amount for dentures with the BBB trying to help us resolve issues.
I do plan to go further with filing complaint with ************** of DENTAL EXAMINER'S, ********************, NC STATE DENTAL BOARD for peer review, AMERICAN DENTAL ASSOCIATION. I will further write reviews on all social medias of the verbal abuse by DR. ********************** CHO herself and lab tech **** and of the product that was made horribly and *not working with me to fix them correctly and beautiful not the ugly yellow colored teeth I ended up with. Aspen Dental and the dentist they hired for this particular office in ***** NC are false in their slogan "WELL FIX Your DENTURES UNTIL YOUR ARE SATISFIED" IS COMPLETELY UNTRUTHFUL and staff is rude, pushing product on your. Staff attitude makes you feel like it your fault that dentures are made wrong, ugly, wrong color and do not fit at all. They just took my money and was through with me.
I will not accept none of this and their lying they couldn't get a hold of me. I was always calling them. Dr. ********************** CHO said in October 2024 at my last visit but she didn't. 4 months later I called to see where my refund was and ********* said she thought I was with dentures and didn't want refund.
This is a horrible dentist and how she runs this office.
I'm a honest hard working single woman not much extra fund to have b

***** Hedden

Business Response
Date: 04/23/2025
The office has made multiple attempts to reach the patient. Please return their call for assistance.

Please close this case.
Initial Complaint
Date:11/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 had two different dentist receptionist to cancel my appointment for a teeth cleaning and X-Rays in year 2024. In May 2024 my previous dentist at Aspen Dental in *********, ** on 160 Tunnel Road canceled my appointment without my permission and did not call me back to reschedule my appointment. My appointment was scheduled at the Aspen Dental office in ********* on May 6, 2024 in the afternoon between 3pm and 6pm approximately but it was canceled before my appointment date and time about one to two weeks before my scheduled appointment date. I had called the Aspen Dental office many times briefly after my appointment was canceled to attempt to ask if I could reschedule an appointment as soon as possible. No staff members at Aspen Dental had answered the phone when I had called them many times so I had left them a long voicemail and in my voicemail I had asked them if I can reschedule an appointment. In my voicemail I had left them several days and times that would be good dates and times for me to reschedule an appointment and had asked them what dates and times are good for them and if they could return my call to confirm one appointment date and time by voicemail and email confirmation. The staff at Aspen Dental never responded to the voicemail that I had left them in the weeks before my appointment. Their office number is ************. Their phone numbers may have changed for new clients, but their office phone number should be online on their Businesses website and in the Buncombe County telephone book. The receptionist and/or operator is the person that has canceled my dentist appointment in early May 2024. You should be able to find the Asheville Aspen Dental website by typing 'Aspen Dental Asheville, **' in the search bar of your internet browser at the top of the page. I plan to schedule an appointment with MAHEC Dental ************* who is in my health insurance network soon since my current dentist has told me I need to find care at another practice.
Business Response
Date: 11/25/2024
Response attached.
Initial Complaint
Date:09/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Feb 2024 patient was seen for wisdom tooth extraction. No predetermination was completed, the forms showed what they only assumed would be covered by **************** Aspen Dental office then bills us an extra $1008.00 (total $2016.00) for primary closure of sinus perforations; once for each side. Aspen then tell us we can ask for a "medical necessity" form/letter. Then, the e-mail takes weeks to get from the doc, along with an apology for the delay. We called out HUMANA people and they declined the medical necessity. Our Tricare medical also declined to pay for a surgical procedure. We spent the following weeks/months trying to resolve the issue between Aspen Dental and ****** before we folded and opened a care credit account to pay the balance before it went to collections...which we also had to prevent. We'd like the bill adjust to remove the $2016.00 and repayment on what we have paid already.
Business Response
Date: 09/26/2024
Complaints must be submitted by the patient directly. Please have the patient submit the complaint with their information so this can be reviewed further.
Initial Complaint
Date:09/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 had a healthcare practice since I was 22 years old I am now 77. I called to confirm my apt and the girl wanted me to give my social security number over an unsecured line known as a cell phone. I was unwilling to do that. I let her know that the number one crime right now in America effecting US citizens is people stealing socials to get the benefits that I worked my whole life for. Apparently I hurt her feelings. Is she an illegal alien? I dont trust that she wouldnt sell my information now. I carved out time for my appointment. I expect to be paid for my time just like I would have to pay if I canceled an hour before the appointment. This is inexcusable. That practice just lost about $10,000 in dental work. She should be fired. ****** *******, MD, DO
Business Response
Date: 09/26/2024
Response attached.
Initial Complaint
Date:09/10/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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 3 cavities filled. I had full dental insurance with United Health. I was told that my fee was $125 after insurance. Which I paid as shown in the statement. Two months later I got a bill for $845. This was supposed to be filed with insurance and covered by insurance. I signed paperwork at aspendental in person stating. I called the office and they told me to ignore the bill. I have recieved numerous bills emails and automated calls and a statement saying I still owe $845. This should of been covered by insurance but instead they will not file and I have different insurance now that im married. I want the $845 bill to be correctly filed with insurance or waived. As I moved and will not longer be using aspendental. I tried to call the hendersonville office for 3 months. And was left on a hold tone for up to an hour at a time. I could not get in contact with them to discuss their insurance billing mistake at all.
Business Response
Date: 09/17/2024
Response attached!
Customer Answer
Date: 09/17/2024

I am rejecting this response because: a) I have attempted reaching out to this company through 4 different phone numbers at least 25 times these past 3 months. No one picks up their phones and they transfer me to lines that go unanswered if they can't help me. It's a shady business that told me my insurance covered 90% of my procedure. I even signed paperwork stating I paid the deductible and fee not covered by my insurance. This company refuses to answer their phones or talk to me. Now they want me to wait on them to give me a phone call? No. I want my bill dropped and waived and I never want to be in contact with this company or use their services again. They are a corporate dental scheme.

Business Response
Date: 09/17/2024
This complaint is under review.
Customer Answer
Date: 09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:06/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 April 17, 2024 I paid Aspen dental $1,286.50 by debit card over the phone. This payment was for 50% of my total treatment plan. I had my first appointment on April 19th. When I arrived for my 2nd appointment on May 8th, I was informed of a balance owed on my account. When I asked if this included my payment of $1,286.50, I was informed that my payment didnt show on my account. I pulled up my bank account app on my phone and showed her the payment. I was then pulled into the back office to speak with *************************** who told me she had called their back office and was told my payment was returned for insufficient funds. I left Aspen Dental and went straight to my bank and spoke with a bank representative in person who showed me my account activity and confirmed that the payment was never returned. This bank representative printed off an interim statement, and wrote a message stating that the payment wasnt returned by the bank, and signed her name. She also stapled her business card in case Aspen Dental had any further questions. I emailed this information to ***************************. I spoke with *************************** 2 more times on the phone over the next few days. She told me each time she was working on it and said she would call me back the same day. She never called me back. She also hasnt responded to any emails I sent her thereafter. I have also left messages on the offices voicemail that were never responded to. I called my banks Customer Support line and spoke with a representative there on May 13, 2024 who once again confirmed the payment has not been returned. We attempted to 3-way call Aspen Dental. We requested to speak to someone in the office using the phone options, and once we were connected, the phone call disconnected. It seemed we had been hung up on. On May 13, 2024 I also emailed ******* with my bank representative on copy. I did not receive a reply. It is now June 2, 2024 and I have not received a response from anyone at this office.
Business Response
Date: 06/10/2024
Response is attached!
Customer Answer
Date: 06/10/2024

I am rejecting this response because:
Their response was an acknowledgment that they received my complaint, and they will being an internal investigation. While this is good news, nothing has been resolved yet.
Business Response
Date: 06/10/2024
This complaint is under review. Thanks for your patience!
Initial Complaint
Date:05/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
About October 3, 2023, I had a deep cleaning done at Aspen Dental in *****. They told me I would owe $159 after insurance so I paid it. Aspen is "in network" for my insurance Delta Dental. Days later my insurance notified me that I should have paid $140. I didn't worry about the $19, figuring I would have a credit. Around the first of February 2024, my husband called Aspen and arranged a standard cleaning for us both on March 5, 2024, He was absolutely clear that we wanted standard cleanings that are covered in full by our insurance. On February 28th, I received a bill stating that I owed an additional $57 for the October cleaning. When I went to Aspen on March 5, I showed them the bill and explained that according to my insurance I had already overpaid. The lady at the desk made a copy of the bill and said she would "fix it." During my cleaning they added in $92 worth of other things not covered by my insurance without informing me that these additions were not covered. They also tried to include these unauthorized add-ons to my husband's cleaning, but he objected saying he would not pay for any extras.In mid-March, I received a bill for $149, and tried unsuccessfully to call Aspen in Arden several times. My husband called Aspen Corporate and was told to give them until mid-April to investigate. On April 15 he called Corporate again and was told they needed 2 more weeks. I went to the office around May 5th to inquire. They took copies of my info and said they would investigate and call me back. They never called.Yesterday my husband called Aspen customer service and was told my bill of $149 was correct and was the $57 balance from October plus the $92 extras added on in March.We believe;1. The balance should be the $92 from March minus the $19 overpayment from October for a balance of $73,2. Aspen should not have added on any unauthorized treatments not covered by insurance without informing me,3. They should have called me back as promised.
Business Response
Date: 05/21/2024
Response attached.
Customer Answer
Date: 05/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:07/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Made an appointment with Aspen Dental for teeth extractions, dental plates, etc. Applied for Care Credit due to cost of procedures. They cancelled that appointment, told us to call and reschedule. Many attempts were made by us, they never returned the calls. Last call from us informed them I was not a patient there any longer. Received bill from Care Credit for $2244.81 for the procedure which was NOT performed. Continued to call them, no returned calls. Called Care Credit to report this, they were not helpful and said we had to contact AD and have them cancel the amount on card. Basically, Aspen Dental charged our Care Credit card for work not done. Calls to Aspen Dental months later talked to someone who explained their phone/computer system was down. Explained situation, was told they would have charges removed but we have received multiple bills which are now overdue. During one of calls to CC they cancelled first card in order to stop them from filing further charges and reissued new card. AD filed again on new card.****** has made many, many calls to Aspen Dental with no responses or return calls. We are hoping for a quick resolution in order to protect ******'s credit rating. Basically, Aspen Dental has charged us for services not performed based on an appointment that they made, cancelled, and refuse to accept or return attempted calls to them.
Business Response
Date: 08/01/2023
response attached.
Initial Complaint
Date:07/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 over just to get impressions, top and bottom, was told that it would be a two week process. Received a call two weeks later on the day of picking up my dentures and was told that the impression for the bottom wasnt good enough. I was told to return in two weeks and that the dentures would be ready. Went back on the day of my appointment, checked in and was told that there wasnt a Dr. on duty. Why wasnt I called before I made my 30 minute journey? I have been trying to call, text, messenger pigeon etc. could not get a response at all. The WORST CUSTOMER EXPERIENCE EVER!!! I would not recommend this place for denture disposal. Im a month and a half into this mess and still no satisfaction. Awful ********************
Business Response
Date: 08/01/2023
response attached
Initial Complaint
Date:07/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 was hospitalized for sepsis, with streptococcus in my blood, doctor said I should see a dentist, so I went to aspen dental, I left with treatment plan, but there were no dates for procedures on, I tried calling aspen dental multiple times daily and never get answer, contacted other aspen dental and they took my name saying they would have them contact me, it been almost 3 months now trying to contact them, while the whole time my health is at risk, very bad place would not recommend to anyone.
Business Response
Date: 07/24/2023
response attached
Customer Answer
Date: 07/28/2023

I am rejecting this response because:
I contacted aspen and they told me to just drive all the way to the shelby ****** and ask the questions of when appointments are and I did. They answer I got was I don't have an appointment because I need to see endodontist, I ask where near by is an endodontist and they responded ******** is the only one they know of even though I find out aspen dental has an endodontist in ********** that they didn't send me to. Aspen dental ************* is a poor excuse of a dental ****** and somebody should do something about it. I asked around of others experiences with it and got similar story's.

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Aspen Dental is NOT a BBB Accredited Business.