ComplaintsforAspen Dental

• Initial Complaint

  10/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is regarding a dental extraction in June 24, 2021, for which I was over-charged by Aspen Dental. At the time of service, I was told I could not use my insurance; instead I would have to pay in full ($362) and try to get reimbursed later by my insurance company. My insurance company (Aetna) processed the claim on July 19th. They told me that I was over-charged by $281, and that I would have to contact Aspen for a refund. On Sept 17th I spoke with Arlene at Aspen Dental. She said they received the claim from Aetna and that I would be credited the amount I was overcharged ($281). I called Aspen again on Sept 27th because I still had not been credited. On Sept 30th my credit card statement showed I was credited the wrong amount ($258), so I called again, and was told by Alexa I would be credited the balance ($23). I didn't receive the credit, so I called Oct 11 and spoke to Alexa. I was told the amount was disputed, and she didn't know when I would receive a refund.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/10/14) */ Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by Robin Richardson on behalf of the West Lebanon, NH Aspen Dental branded practice, owned and operated by Jebediah S C****** DDS - **** ******* 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. Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you Better Business Bureau for your attention to my complaint. Regrettably, I have not received resolution on this complaint. I received a voicemail about 10 days ago from Aspen Dental indicating that they would be following up with a response via mail. However, I have not received a letter in the mail, nor has the amount due to me been refunded. Business Response /* (4000, 9, 2021/10/29) */ Please allow more time for a response Consumer Response /* (4200, 11, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received a response to this complaint. Business Response /* (4000, 13, 2021/11/17) */ This complaint is still being worked on. Thank you! Consumer Response /* (4200, 18, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint has still not been resolved. Business Response /* (4000, 20, 2021/12/08) */ This complaint is still being worked on. Thank you! Consumer Response /* (4200, 22, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received a response from Aspen Dental. It has now been 2 months since I filed a formal complaint with the BBB, and over 3 months since I first contacted Aspen Dental about resolving this issue. Business Response /* (4000, 24, 2021/12/14) */ A final formal letter has been sent to the patient. Thank you! Consumer Response /* (2000, 26, 2021/12/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩