ComplaintsforAspen Dental

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had called Aspen Dental in Dec. 2023 and told them that I wanted my money back. The person that I spoke with said I had to come down and sign a paper, I told her that I couldn't because I have a lot of health issues, she refused to listen to what I had to say. Everytime I tried to tell her about it, she would always interupt me she did not want to hear what I had to say. Very Rude. I have fibromyalgia, full of arthritis, my hands hurt from driving I hurt all over. Was in an accident several yrs ago in Janu. and almost died, didn't see black ice and went off the road. I'm petrified doing any traveling in winter. I ask them to send me the paper that had to be signed, she said NO! I can't do this I'm scared. I'll be 76 yrs old in Feb.

  Business response

  01/03/2024

  Response attached.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 7th I called Aspen Dental as I had broken a tooth and I was in a tremendous amount of pain. When the lady answered the phone I explained the situation and told I needed a tooth pulled. She said that no local branches could help anytime soon but if I was willing to drive to Tilton, NH, they could help me Saturday October 9, 2021 at 11;00 A.M. I asked, "Are you sure they can pull my tooth if I drive all the way up there?" She said, "Yes they have an appointment available to take care of your concerns." So I took the day off of work unpaid and drive 1 hour and 15 minutes one way, to have a tooth pulled and relieve this amazing amount of pain I was in. The dentist entered the room, took a look and asked me how much pain I was in, I told him 7 or 8 out of 10 to which he replied well I don't have time to pull your tooth today because I'm busy with other patients but I can give you some Novocain to dull the pain now and some pain meds for a few days until you can get somewhere to have the tooth pulled. He wrote me a prescription and never put my name or date of birth on the prescription slip so I was unable to get any pain meds. I was charged $300 plus for terrible service and my problem was not solved. The dentist rushed me out of the chair and said good luck with everything. I have tried multiple times to call customer service to no avail. I have called to speak with a manager multiple times and I am ALWAYS met with, the managers not here but she will call you back. I NEVER got a call back. Finally Stacy the lady who cashed me out in Tilton was able to get me email addresses to some managers. Finally today I get to speak with Brandy and all she could say was, "I'm really sorry to hear that." Offered no help, no resolution, and acted as though she was to busy to talk. I am extremely disappointed and feel as though they just took money and did nothing to help. Not to mention the money I lost for taking a day off of work.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/16) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by******** ***** on behalf of the Tilton, NH Aspen Dental branded practice, owned and operated by Park Dental Group - Tilton 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. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response from Aspen Dental in now way acknowledges the complaint or offers any resolution. It appears as this is a canned response generated by a computer. This seems to be the common theme with Aspen Dental, we are sorry and we are committed to taking care of customers. But the problem is I am giving you a prime example that you are doing the exact opposite! I would appreciate a call from someone from upper management to discuss the terrible service I received, and the service that I was charged for that I didn't authorize. Business Response /* (4000, 9, 2021/12/23) */ This complaint is still being working on. Thank you! Consumer Response /* (4200, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again Aspen Dental gives very vague responses and has done very little to reach out to me and even hear my concern. I have asked multiple times to speak with a decision maker and discuss the problems and they still to this day refuse to even call me. They did give me a roughly $200 credit on my bill which was greatly appreciated, but I was charged over $300 for a service I received but didn't ask for. The whole reason I went there was to have a tooth pulled and I was told they didn't have time. I was mistreated and rushed out with no resolution to my problem. It seems as though this is common practice, give vague and subpar service and rush people out. I am still very upset with the whole process and will continue to fight this until I am at the very least compensated for the money I paid for a service that I didn't need. Business Response /* (4000, 13, 2022/01/06) */ This complaint is still being working on. Thank you!

*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. ↩