ComplaintsforAspen Dental
Dental Plans
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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had dental work performed by Aspen Dental over the past nine months. I always pay my ** pay, about three months ago I received a bill from them stating I owed money. I called the **rporate office and had no resolution or explanation of this charge. After many phone calls and emails from an individual out of the ******* location we agreed upon a settlement price. I have supporting documentation. They sent me a link to pay for such agreed upon price, but the price was much more than stated.. Was told they would fix the issue via numerous emails attempts. ***** went even further and was told either pay the bill or they would send it to **llections. I sent out two more emails stating I would pay the agree upon price and still no such luck. Last **mmunication I had with them I was told that it was a **mputer glitch. I was told on one occasion to reach out to my insurance **mpany, which I did. The insurance **mpany stated that they have been paid and the only thing they didnt **ver was a $42.00 pain medication. Which I have no problem paying. I did email this information to the Aspen Dental, have not heard back. My problem is with **llections involved I have a government security clearance.Business response
06/12/2024
Response attached.Customer response
06/13/2024
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. Account has been settled, paid in full for set agreed upon amount. Would recommend never doing business with this company.
Sincerely,
*****************Initial Complaint
05/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Made my first visit to Aspen Dental (************************************************************************************ **************) on March 5, 2024. Initial inspection was done and I was told I would need a "deep cleaning" and at least 3 follow-up visits every 3 months. Was led to the billing department where the lady told me that my next visit would be $532.80. I told her a did not want anything done that was not covered by my insurance company (Delta Dental). Was informed that a "deep cleaning" was not covered by insurance. I told her that I couldn't afford to pay that much money every three months. She said "Oh! The follow-up visits won't come anywhere near that!" I thought, O.K. I'm a senior and I need to take care of my teeth.I returned on March 18, 2024. For the "deep cleaning". It seemed like a regular cleaning to me except: They injected an antibiotic under 5 of my teeth and was told not to floss for 24 hours.On March 25, 2024, I received a bill in the mail for an additional $712.60!!! I called the number on the bill ************** three different times to ask why I was being charged more money when I was told my initial payment was sufficient. "The service you received was not covered by your insurance". I told them I was told by the girl in the office that the $532.80 would cover the visit. The only response I got out of all three calls was "You signed a paper saying you would pay your bill....". Calls to the local office were referred to the national number. I'm a senior citizen on a budget and I have never NOT paid a bill, but I believe this is one I should not pay. But I am afraid they will turn me in to a collection agency. Any help from you would be greatly appreciated.Business response
05/07/2024
Response attached.Customer response
05/08/2024
Complaint: 21667017
I do not accept the business's response as a resolution to my complaint because: The response was just a text reminding me my bill was due. (I tried to attach but it would not let me). No resolve whatsoever. I tried to call the local office and just got sent to the main office that I have spoken with three times with no resolve.
Sincerely,
*******************Business response
05/08/2024
The office manager is trying to reach you. Please call **************, option 2.Customer response
05/09/2024
Complaint: 21667017
I do not accept the business's response as a resolution to my complaint because: I want something in WRITING that says I do not owe any more money to Aspen dental.
Sincerely,
*******************Customer response
05/12/2024
I still have not received any kind of WRITTEN statement from Aspen Dental. I received a phone call (while I was in a meeting) and they left a message. It was so broken up that I could not understand what they were saying and there was no written text of they message (like one usually gets on an iPhone). I saw it was the local office number so I called. Got the same options and ended up getting someone from the **************** Very frustrating.Business response
05/13/2024
This complaint is under review.Initial Complaint
03/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
What Aspen dental advertises is not what you are charged. When go to the dental office, they advertise $299 starting price for replacement dentures. When you get to their office, they tell you that that is not the starting price. That, that is just a discount coupon which is not what it says in their advertisement. What it says it is the starting price per arch for replacement dentures.Business response
03/06/2024
Response is attached!Initial Complaint
03/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Aspen Dental did a tooth cavity procedure in Nashua, NH on 11/23. Issued a payment due invoice for $601.00 on that day and payment was made via credit card. I received an recent invoice for what was supposed to be other treatments and it included the previous $601 that had been previously paid as part of the amount due and they refused to remove from the bill saying the payment was applied to pending insurance claims.Business response
03/06/2024
Response attached!Business response
03/06/2024
Response attached!Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I should have a credit on my account. My balance of $297.40 is incorrect. My two claims submitted to my insurance company, Anthem Blue Cross Blue Shield (ATTACHED BELOW). April 20, 2023 - Patient OWES $110. I PAID $315 on this day (receipt attached below)! May 4, 2023 - Patient OWES $154.76. I have already paid $205 ($315-$110 = $205.) Therefore, I should have a CREDIT of $50.24. NO ONE HAS DISCUSSED ME OWING MORE MONEY BEFORE THE MAY 4, 2023 VISIT. I do not owe $297.40.Business response
07/25/2023
July 20, 2023
Office of the Better Business Bureau
RE: ***** ****** Aspen Dental Account Number: ********
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the Warner
Robins, GA Aspen Dental branded practice, owned and operated by Love Your Smile 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,
Julie G*****
Julie G*****
Manager, Regulatory Relations
Aspen Dental Management, Inc.
*** ******* ***** ******* **** ********* ** *****
On behalf of Love Your Smile LLC
Phone: ###-###-####
Fax: ###-###-####
Email: *******@aspendental.comCustomer response
07/25/2023
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.
I paid the remaining balance of $211.40 on Monday July 24, 2023 to have a $0 balance (receipt attached).
I made the payment to Lameshia T********** via phone and online. Ms. T********** was kind to help me, but my own dentist in Warner Robins, GA was of NO HELP.
Lemeshia T**********
Office Manager - Douglasville (2317)
**** ******* ********* ************* ** *****
###-###-#### opt 2 work
###-###-#### fax
************@aspendental.com
Sincerely,
***** ******Initial Complaint
02/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was a patient in 2020 and services for teeth correction with Invisalign. They did a treatment breakdown, ran it through my dental insurance and I paid the remaining balance. I received a bill half way through my treatment stating I owed what the treatment coordinator/manager of Aspen said would be covered by my insurance. I spoke with several people at Aspen and they all indicated that I would not owe that and they would fix the problem. I continued to receive outstanding bills, and would call them and they said that I had to call my insurance. I called Delta Dental and they indicated that Aspen did not send the appropriate documentation for my treatments indicating what was being done, and that is why it was not being paid. I called Aspen spoke to a different office manager (high turnover never could get same person) told them what insurance needed, and they said they would call the Delta insurance to find out exactly what was need. Still no resolution. I am not paying the bill because they did not do their job providing the clinical documentation necessary. As a patient you trust that they will tell you in the treatment plan what is owed, and go by them what is covered by insurance. Horrible business!Business response
02/10/2023
Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ********* ******** on behalf of the Bedford, NH Aspen Dental branded practice, owned and operated by Amrita R**** DMD PC. 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, Julie G***** Julie G***** Manager, Regulatory Relations Aspen Dental Management, Inc.Customer response
02/13/2023
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
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 07/05/2022, I received a bill from Aspen Dental with the amount of $52.20 that I disputed with my insurance company and credit card company already. This charge was for the “periodontal maintenance” service that I never received for my teeth cleaning on 03/22/2022. The actual service I received was regular cleaning that is fully covered by my insurance. Below are the facts to support the dispute. 1. I was not informed that I was going to receive periodontal maintenance during my visit. The receipts that the dental office gave to me did not mention the type of cleaning service (as attached) either. In fact, anesthesia options need to be discussed with the patient first if periodontal maintenance is planned. This is because periodontal maintenance deals with deep pockets below the gum line that regular cleaning cannot reach. This process is very painful without numbing the gum. No anesthesia was applied and I was not asked to sign any consent form because the service I received was regular cleaning! I did not realized until I received the $40 statement (as attached) in early April. 2. In general, periodontal maintenance requires more than one hour in a single visit or two-three separate visits if the hygienist recommends numbing 1/4th of the mouth or half of the mouth. In my case, the cleaning treatment only took 20-30 minutes that is impossible to complete the periodontal maintenance as claimed by Aspen Dental. 3.The hygienist mentioned that a few of my back teeth have deep pockets and need scaling in the future after cleaning. If the service I received on that day is periodontal maintenance, shouldn’t that be the topic as opposed to a future task? Why pockets are still there after "“periodontal maintenance” is done?I did not think too much at that time as I thought the treatment was regular cleaning. But when I look back, I feel what Aspen Dental did was dishonest. I contacted Aspen Dental regarding this issue but haven’t received a positive solution yet.Business response
07/14/2022
Dear Sir or Madam:
Thank you for the opportunity to respond to the complaint filed by *** ** on behalf of the West Lebanon, NH Aspen Dental branded practice, owned and operated by Jebediah S C****** DDS - West Lebanon PC. 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.Business response
07/24/2022
Please allow more time a response.Customer response
07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17523790, and find that this resolution is satisfactory to me.
Sincerely,
*** **Initial Complaint
06/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 2/21 I had a cleaning at the Aspen Dental on DW highway in nashua. I paid for the cleaning as well as my upcoming wisdom tooth extraction on 3/14 and cavity filling on 4/4, for a total of 2,540 dollars in cash. There was a second cleaning follow up on 8/1 where I would owe 202.40 according to my payment plan. I show up to my extraction appointment on time and wait over an hour to be seen and they sprung paperwork underneath the consent that changed my entire bill price. Now they are saying I didn’t pre pay for my filling and I still owe money on the extraction, which I paid a lot of money for. I tried visiting the office but the lady I spoke with, Mariah, was rude to two other guests before she was rude and unhelpful with me. I left without the issue being resolved and they still claim I owe 325 for my wisdom tooth surgery because there were “complications” in the chair. This is not true as I was in and out in under 20 minutes, it felt incredibly rushed and scary since they were running over an hour late with their extractions that day and It was my first time being put under for something. All of my teeth came out whole, no broken pieces and no cuts into my jaw (I checked when I got home). This business is scamming people out of their money and it’s especially shady considering I prepaid for all of my services and didn’t receive the filling because my wisdom tooth extraction was so unprofessional but now they are adamant I owe money for that. I warn everyone I can never to do business here, they will try to milk you for everything you’re worth and they do not make you feel like you’re even remotely a priority while you’re receiving care.Business response
06/15/2022
Dear Sir or Madam:
Thank you for the opportunity to respond to the complaint filed by ***** ***** on behalf of the Nashua, NH (Webster Sq) Aspen Dental branded practice, owned and operated by Amrita R**** DMD PC. 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
06/17/2022
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: they did not resolve my issue, they copied and pasted a corporate response.
Sincerely,
***** *****Business response
06/30/2022
A letter went sent to the patient on 6/29/22.Customer response
07/01/2022
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: I already paid the bill after speaking with another unhelpful receptionist and I will forever tell everyone I can to never do business at any aspen dental location.
Sincerely,
***** *****Initial Complaint
06/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had dental work done by aspen in portsmouth nh. Each time I scheduled I made sure that it was covered by my insurance and paid whatever out of pocket or on a credit card. Now the last time I went there I had some work done I was told I would pay x amount of dollars out of pocket and about 2k would be paid by my insurance. I say that's fine and when I have the work done I pay my out of pocket bit and am reassured my insurance would cover the rest. Cut to I get a notice saying I'm being sent to collections for the 2000 I called the portsmouth office where I had been seen and asked what this was as I didn't want it to go to collections and was moving. I was assured on the phone that it was covered all the conversations we had had regarding what I owe in the past are correct and it was just my insurance being difficult and to ignore it. Now I have a collection on my credit report. I'd love to reach a resolution on this.Business response
06/13/2022
Dear Sir or Madam:
Thank you for the opportunity to respond to the complaint filed by **** ***** on behalf of the Portsmouth, NH Aspen Dental branded practice, owned and operated by Dr Young P*** PC. 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
06/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17407797, and find that this resolution is satisfactory to me Pending actual follow up from the business.
Sincerely,
**** *****Initial Complaint
04/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
1/18/22 Went to appt and had xray completed along with an exam and recementing of two crowns. I paid $114 put of pocket and submitted my insurance. On 1/19/22 One crown fell off and on 1/20/22 the second one fell off. My wife called office to complain and ask for reimbursement of payment of $114. No response was provided. Then received bill for an additional 62.80 and notified Aspen Dental office in writing that we never received response regarding dissatisifcation of service and unkempt/dirty office. Also stated that I was not going to pay the additional money due until receive a response. Still nothing to date and continue to receive billing notices for $62.80Business response
05/02/2022
Dear Sir or Madam:
Thank you for the opportunity to respond to the complaint filed by ****** ****** on behalf of the Rochester, NH Aspen Dental branded practice, owned and operated by Partners Dental Care - Rochester PLLC. 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.
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Customer Complaints Summary
12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.