ComplaintsforAspen Dental

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 2023-May 23 2024 My mom was working on getting dentures, and started back in October of 2023. I have been in contact with the local office, but am not satisfied with how they are handling things, and treating us as customers. Mom never received her permanent denture in that time period, and passed away in May. Mom went back on several occasions, but never was pain free and comfortable with the temporary set (she only had the upper plate), and was constantly assured her permanent ones would be ready "next time". She never did get her permanent dentures, and literally died waiting for them. She passed away 5/23/24. I contacted the local office right away to find out how we could be reimbursed for the part of the services we never received, as well as the part we were grossly unhappy with. After several phone calls to the Norfolk office on my part, with promises from them to call me back with information that ultimately never came, I began reaching out to corporate. I did get some assistance from the people at corporate, some of which was them personally patching me through to Norfolk, where they were then forced to talk with me, and ended up with more empty promises to call me back with answers. I did not get another call from Norfolk again until last Monday, but only after I sent corporate an email, and called corporate two more times. Lily, from Norfolk, promised she would look into getting us a refund for the temporary partials that never worked, caused my mom great pain, and ultimately resulted in her not being able to eat much for solid foods, and becoming very depressed. Lily said she would call me back, much the same as she or her office staff had been promising for several weeks when I began calling weekly, yet never did; it has been a week and a half, and I have not gotten one call or email from them again, and I also sent an email to their office, the end of last week. Out of $8000, they refunded $500. Not enough. Please help. What can I do next?

  Business response

  08/02/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In november I had my wisdom teeth taken out. I was required to pay in advance. during the appointment the surgeon told me they wouldn't be removing the 4th tooth due to risk to the surrounding teeth. I've asked twice to be refunded for the excess I paid for the tooth that was not extracted. It's been over 5 months and Aspen Dental has still refused a refund for my overpayment. My name is ******* *********** I visited 3225 Oak View Dr, Omaha, NE 68144.

  Business response

  04/22/2024

  Response attached.

  Customer response

  04/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  No one has followed up with me. I still have not been refunded for the overage of which I have paid. I will not be back to this dentist office ever. I have overpaid a significant amount for a service I did not receive and at this point if they will not refund me immediately, I will be speaking with a lawyer and my insurance company because this is blatant medical fraud. They can send me a written notice via email, a written notice via physical mail and with my check for the overage of which I have paid. If this is not done, I will be reporting this dentistry to *****, law enforcement, and the court. 
  
  Sincerely,
  ******* **********

  Business response

  04/29/2024

  This complaint is under review.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to my dentist appointment on August 7th. When I was checking in they told me that I needed to pay my balance on my account before they would let me see the dentist. I stated I am not sure why I have a balance on my account, I have not received a bill nor have I had any work done Lately I have only been in for check up's. I told them that they have my concora card on file and they should have charge that if I had a balance. I seen the Dr and left. I had originally made some appointments to return to the dentist for the future, but when I got home and spoke with my wife I was very upset about the whole transaction that had transpired with the billing and cancelled all future appointments. We have been paying extra to get this card paid off and not accrue interest, and the next month we noticed that they was now a huge balance again. We called the office and asked for a detailed bill to be sent to us. You can see that they are billing 1058.50 as an advance payment. When asked to refund they refused. We called Concora and disputed the charges and they stated that they allow they to bill in advance to the credit cards. I told them this is FRAUD. No where do you have to pay for services ahead of time, and we do not have any future appointments to use this credit and this has left us feeling like we have been scammed. We are not returning to this dentist and do not want to pay in advance for services. How do they even know what an advance appointment will be for such a specific number they charged? it's FRAUD. If they are doing this to our card, how many other people did they do this to? are they doing this with insurance as well? I want the money refunded to the card. We will not be returning to them. This took place in Sioux Falls Aspen Dental on ********* *******

  Business response

  01/12/2024

  Hello. I would love to assist you with your complaint but I am having trouble locating your account with the information you provided. If you have your aspen dental account number, please provide it. Otherwise, please send the phone number, email address, and date of birth associated with your aspen dental account so I can better assist you. Thank you!

  Customer response

  01/12/2024

  Look at the picture that was sent. All of the information requested including the account number is listed on this

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 11th, Aspen Dental did crown preparation work and made an appointment for April 26th to place the permanent crown. On April 26th, I drove to their office (over an hour away) to be told that my crown was not in and that they couldn't call me because their phone system was down. After a week, on May 3rd, I had not heard back and tried to call them. I got no answer. I was in pain, unable to eat, and had no idea when, if ever, the work would be finished. I also tried to call the national number but there was no answer there either. So on May 4th, I saw another dentist that was able to place a permanent crown that they made in house. This crown was not provided by Aspen. Aspen Dental also billed my **** ****** account for $******** for anticipated work back in April. To date, only $****** and $****** worth of work has been done. I tried to call Aspen again today (May 5th) to cancel any future work and to request my records and a refund of the $**** worth of work that I will not be having done at their clinic. I was told they were still having issues (over 3 weeks now) and that they didn't know when they would refund the overcharge. I was also told they would send my records to the new dentist if a fax request was sent. The new dentist has not received my records from Aspen Dental as of this time. I paid for these records and they need to be sent to my new dentist to avoid additional expenses due to Aspen's failure to finish the work.

  Customer response

  05/11/2023

  I just wanted to follow up with this issue. I contacted Aspen Dental again today, and they still have not refunded the charges for the work that was not done. They also have failed to provide my records to my new dentist, who requested them a week ago. 

  Customer response

  05/19/2023

  5/19/2023 - Called Aspen Dental again to request the refund of charges for dental work that was not done. Also requested (3rd time) for my dental records to be sent to the new dentist. The lady at Aspen stated that they still could not do either and just toldme to keep calling back. Their national number is still not answering either. The message for that number says they are still in a meeting...a month later. 

  Business response

  05/24/2023

  Response attached.

  Customer response

  05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business has not contacted me. Every time I call the local office, they cannot/will not forward my records to the new dentist and have not refunded the overcharge for services not performed. 
  
  Sincerely,
  
  Debra ********

  Business response

  06/02/2023

  This case is still under review.

  Customer response

  06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Debra ********

  Customer response

  06/02/2023

  As of today, 6/2/23, I have not received the credit for overcharges for services not rendered, nor has the business sent my records to the new dentist. 

  Customer response

  06/09/2023

  As of this Friday, June 9, 2023, Aspen Dental has not credited the amount charged for services not provided. They also have not sent my dental records to my new dentist even though a release form has been faxed and emailed to them at least 3 times. I even have a confirmation email from Aspen's office manager that she received the form and was able to open it on June 2. They are also still trying to charge my insurance company for a crown that was not done. I have attached the email from the office manager stating that they received the release form. On June 2nd, she told me over the phone that they had submitted a credit. 

  Business response

  06/11/2023

  Please confirm your contact information.

  Customer response

  06/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have my contact information. The regional director left a message saying they had credited the account and received the request for my records. However, they keep telling me this, but nothing ever happens. To date, I have NOT received the credit for overcharges, nor my records. But here, again, is my contact info: email is **************** and phone is ************. 
  
  Sincerely,
  
  Debra ********

  Business response

  06/18/2023

  A response letter has been mailed to the patient.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 16th 2023, I paid $******** to Aspen Dental ** ***** ***** ** in advance for an implant and preliminary checkups for my wife, Andrea *****. To date, the service has not been rendered, nor is there any apparent plan to complete the service or implant. During the month of April I attempted to reach out to Aspen no less than 4 times, including calling another branch. I was told the office manager ** ***** ***** would get back to me. They never did. It has been impossible to reach a human at the ***** ***** office and voice mails are not returned. At the end of April, they claimed they had a system outage of their phone and scheduling system. On May 2nd, I called the new appointment center which is a separate office located elsewhere. They were able to get me through to a human being at the ***** ***** office, but they refused to schedule an appointment to fulfill services, citing their system being down. I was told for an implant they have a doctor who is only there once per month, and the May 16th slot is booked, so try again in June. I asked to get an actual appointment, manually in a calendar if necessary, and I was hung up on. My wife made a visit to the office the same day and witnessed other patients being taken into appointments, but they are refusing to schedule us. At this point, I am over it. I either want the services I paid for rendered, or I want a refund of my payment. It is beyond ridiculous for this process to still be ongoing after going into four months now, and being denied service on top of it. It is starting to feel more an more like a scam, and I am extremely unsettled by this. I paid for something and I expect a modicum of communication and service, along with delivery of paid services and products. None of that has been forthcoming. I need assistance in resolving this issue, because Aspen Dental will not communicate.

  Business response

  05/19/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by Andrea ***** on behalf of the ***** ****** ** Aspen Dental branded practice, owned and operated by Nebraska Dental Care 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.

  Customer response

  05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They left a message, but as stated in the original complaint, we cannot call them back.  There is no human available. Ever.  Just try and reach them.  It’s an exercise in frustration.  Secondly, as stated in the original complaint, they don’t even have anyone until June or later to do the work.  Much too late.  
  

  The acceptable solution is a zeroing out of our account balance and a cessation of activity.  I’ve already reported the charges to my credit card, and received a refund.  I’d like that to be sustained.  Aspen has left a terrible impression on us and our plan is to move forward with another provider. 
  

  Other than getting records sent to the new provider, I’d like to be finished with Aspen.  
  
  Sincerely,
  
  Mitchel *****

  Business response

  06/04/2023

  The patient was contacted.

  Customer response

  06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:  not acceptable.  Services need to be rendered by Tuesday June 6th.  
  

  The level of inconvenience, stress, and nonsense up until the present is way beyond the norm.  One sentence that “the patient has been contacted” after months and months of no response prior to by BBB complaint, is an insult.  My resolution suggested was not even addressed.  
  
  Sincerely,
  
  Mitchel *****

  Business response

  06/11/2023

  This will be reviewed further. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was covered by *** **** ******. Appt made with Aspen dental with broken tooth. Never had been to them but was unable to get in with my regular dentist whom I see every 6 months. I would love for you to look at the charges as *** **** did. For example charged for root pins the dentist himself said were not used. Told I had periodontal disease. After the investigation from *** **** it was determined Aspen Dental owed me back $******. To date we have not received this from them. They also wont return my calls. This to me has been fraud. When my wife has called them the office manager is ***** **** ****.

  Business response

  03/26/2023

  Please confirm the name of the patient. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * ** * ****** ******** **** ***** ****** *** ******* ***** ** ***** ********. I started my ********** treatment and throughout my treatment they had my aligners sitting in their office for weeks and I tried calling several times but would get disconnected. Dr ******** reached out to me via text message saying my aligners had been sitting there for awhile. I explained I had tried reaching out and ultimately ended up going in. My aligners did not fit and hurt terribly. He encouraged me to keep wearing them and even when I ate, which I heard you're not supposed to do. I said they weren't fitting and my teeth were not moving how I would like them. When I got a new job out of state I asked for my case to be transferred to ** (June 2022) I called several times and they told me it would take 3-6 weeks. I called again and again and finally in November, I talked with my sister who is a CURRENT employee at Aspen and she said to request a refund. That is the first I heard from Dr * and his regional manager. I contacted the regional manager back but heard he was fired. Dr * denied my request and my teeth look as bad as when I first started. All I want is to get a refund so I can go get transitional orthodontics which is $$$$ and I already spent so much money with Aspen to end up with crooked teeth and a headache from all of this. *** * ** **** ************** *** **** ******* **** *** * *** **** * ****** ** ******** ** **** *** I don't want to make this bigger than it already is but he refuses to take responsibility and make the situation better. His office manager said they reached out to me many times which is a lie. I only got the messages below from dr * and felt uncomfortable with how he was speaking to me so I did not respond. That is when I reached out to Eddie the regional manager who never got back to me because he was fired. I have been more than patient and understanding and this is ridiculous to treat a patient *** ****** ******** **** ****.

  Business response

  03/02/2023

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

*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. ↩