Complaints

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:01/07/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  This is a copy of message transmitted to Aspen Dental Billing Department: Subject: Dispute of Dental Bill – Account Number ********* I am writing to formally dispute the bill I received for services rendered on December 2, 2024, in the amount of $259, for Account Number *********. Prior to the procedure, I was explicitly assured by Kayla and Debbie (Aspen Dental, Latham, NY) that they contacted ****** Insurance using their 3rd party service and there would be no charge for any of the services I was about to receive. Furthermore, according to Aspen Dental’s billing department (Chris on 12/31/24), a pre-estimate of charges was performed by the office, confirming a $0 charge. This pre-estimate reinforced my understanding that the procedure would be fully covered by my insurance. Had I known there would be any out-of-pocket cost, I would not have agreed to proceed with the treatment. Receiving this bill after the fact is inconsistent with the assurances provided by your staff and the pre-estimate performed by the office. On December 31, 2024, I returned to the Aspen Dental office to discuss this issue with Cheri L*******, the office manager. Unfortunately, Cheri did not accept responsibility for the incorrect information provided by the office and refused to reverse the charges. I also request copies of the pre-estimate of charges and any documentation regarding the insurance verification performed by the office prior to the procedure. Additionally, I would like any relevant notes on the assurances provided by Kayla and Debbie regarding the $0 charge. Please contact me at ###-###-#### or ***************** to resolve this matter. I hope we can come to a fair resolution, and I appreciate your attention to this issue.

  Business Response

  Date: 01/05/2025

  Response attached.

  Business Response

  Date: 01/09/2025

  This complaint is under review.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The only response I received was a voice mail from the office manager stating that they do not plan on making any adjustments to my bill.  No other explanation was provided. I find this unacceptable and wish to pursue further action. Regards, ****** ********

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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.

  The dentist appt. was on 5/24/24. I paid them $125.00 out of pocket, even though I provided them my insurance information days in advance. The hygienist cleaned my teeth for 10 minutes, if that, when an appropriate dental cleaning is 30 minutes at least. The dentist then asked if anything was bothering my mouth. I told her a spot on my gum keeps bleeding, and she just nodded and said nothing about it. She didn't look at it, or give me any advice on how to take care of it. I have made 3 separate calls to Aspen Dental to have them try to explain this and make this right for me. Every time I am promised a call back, and everytime, no one calls me back. I am looking for a refund, because I only get 2 cleanings a year through my insurance, and they wasted one by rushing through it, and not giving me medical advice when I asked for it.

  Business Response

  Date: 06/13/2024

  
  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by ***** ******** regarding their experience at the Aspen Dental branded practice located in Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient to discuss the details of the complaint and work towards a mutually agreeable solution. We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.
  Sincerely,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.

• Initial Complaint

  Date:05/05/2024

  Type:Billing 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.

  On June 14, 2023 I went to Aspen Dental in Latham, NY for a new patient visit. This visit was covered in full since they accepted my dental insurance. At that appointment, they wanted to take X-Rays. I told them I would only authorize these pictures if they were covered by my insurance. They assured me that my insurance would cover these x-rays in full and that I would not have to pay anything. Earlier this year (over 8 months later) I received a bill in the mail saying that I owed $152 for the X-Rays. I called the phone number listed on the bill statement and told the customer service representative that I was assured by Aspen Dental staff that there would be no cost to me, and that I did not authorize these X-rays that I was being charged for. They claimed I am still responsible, and I have since received additional bills, with the last one claiming that my account is at risk of being placed in collection. It is deceptive and wrong for a company to tell patients they will not be charged for something, only to bill them for it 8 months later. I should not have to pay for something that I did not authorize. I would appreciate any assistance in this matter. Let me know if you need any additional information from me, and I thank you for your time.

  Business Response

  Date: 05/07/2024

  
  We are writing to acknowledge receipt of the complaint filed by ********* ***** regarding their experience at the Aspen Dental branded practice located in Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution.
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.
  Sincerely,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.

  Customer Answer

  Date: 05/10/2024

  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.  I received a call from the Aspen Dental Latham office and they left a voicemail saying they would remove the charges and clear the balance to zero.  I've since logged in online and confirmed the current balance as zero as of 5/9/24.  Thank you very much for taking care of this.
  
  Regards,
  
  ********* *****
  
  
  
  
  

• Initial Complaint

  Date:04/19/2024

  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.

  Aspen Dental was paid in full on date of service 4/24/23. They started sending bills for an additional $4511.00 on 2/16/24. They were contacted and agreed $511.00 was already paid. They still insist that $511.00 is owed. Woman in the office printed up paperwork doubling the amount of original paperwork.

  Business Response

  Date: 04/19/2024

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

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Aspen Dental account #********. Please advise them of the account number. Regards, ****** ******

  Business Response

  Date: 04/22/2024

  
  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by ****** ****** regarding their experience at the Aspen Dental branded practice located in Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution.
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.
  Sincerely,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.

• Initial Complaint

  Date:03/11/2024

  Type:Billing 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 saw a dentist for a first appointment in October of 2023. At the time I had no dental insurance but did have some minor dental coverage in my health insurance. I gave the office my health insurance but was told they did not take my insurance and because I did not have dental insurance, the exam and X-rays would be free for my first appointment, and my cleaning would cost $91. I paid the $91 and have my invoice still showing the zeroed out cost for the exam and the X-ray. A few weeks later I got a letter from my insurance company showing Aspen Dental claimed against them, despite them telling me they did not take it. I let it go and didn’t say anything. I had already paid them what we agreed on, the full $91 for the cleaning instead of half the cost I would have owed with my insurance. Last week I received a letter from Aspen Dental asking for $46 for the exam and X-ray. My invoice clearly shows the exam and X-ray were free. I have tried calling the local office but have been ignored. I cannot possibly owe $46 for an exam that was FREE especially when I have the invoice as proof. Aspen should have never claimed it against my insurance after zeroing the cost out for me, the expected insurance payout to Aspen was listed as 0 and I was given a coupon discount for the full cost of the exam and xray so this also isn’t a case of Aspen getting less than expected from my insurance. They received more than expected since the expected amount was 0 on my invoice. I would like this $46 charge dropped as I cannot owe money on an exam that I have in writing was free to me. Thank you.

  Business Response

  Date: 03/13/2024

  
  Dear Sir or Madam,
  We are writing to acknowledge receipt of the complaint filed by ******* ****** regarding their experience at the Aspen Dental branded practice located at Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution.
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.
  Sincerely,
  Carrie R*****
  Regulatory Relations Specialist
  On behalf of Aspen Dental Associates of Hudson Valley, PLLC

  Customer Answer

  Date: 03/15/2024

  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.  I did not receive a phone call, however my balance on the portal was adjusted to 0 and that is an acceptable resolution to me. Thanks for taking time to help me with this problem.  Regards, ******* ****** 

• Initial Complaint

  Date:09/18/2023

  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.

  Paid for services up front as I maxed out my insurance already for the year. When I got my EOB my negotiated rates for services even though I had to pay out of pocket showed that they overcharged me 3500 dollars. Called several times and explained that they charged me full price and not the ***** dental negotiated rate and they cannot balance bill me. For over a month and they keep telling me they haven’t received the EOB. ***** dental has called. They have the EOB. They are insistent on balance billing me which is illegal. They cannot charge over the negotiated rate with your insurance.

  Business Response

  Date: 09/21/2023

  Dear Sir or Madam,Thank you for the opportunity to respond to the complaint filed by ***** ********** on behalf of the Latham, NY Aspen Dental branded practice, owned and operated by Aspen Dental Associates of Hudson Valley, 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.Sincerely,Rebekah C******Rebekah C******Regulatory Relations SpecialistAspen Dental Management, Inc.281 Sanders Creek ParkwayEast Syracuse, NY 13057On behalf of Aspen Dental Associates of Hudson Valley, PLLC

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 7/23/2018. There was an issue on this appointment with payment. It was due to insurance company thinking I had a secondary insurance and I did not. Letters were sent to as pen and insurance from the original insurance company stating I did not carry insurance with them at that time. I was in touch with everyone constantly getting this fix. I have great insurance that pays everything done. I had all records and notes and who I spoke with at that time and everything looked good but last winter since I retired when through papers and threw out. Now 4 years I hear from a credit Bureau that I owe $124.00. I have since retired and do not feel I owe this. I called Aspen dental and explained I do not think I should pay this. As usually no one is retiring calls. I did make a first payment as I don't want my credit ruined but they should have at least gave me a heads up and sent me a bill or something as it was over 4 years ago. The collection agency just received order last month and I have tried contacting dental office but now worrying about credit since time is flying by. I would like if you could stop this collection of $124.00. Thank you

  Business Response

  Date: 09/25/2022

  
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by **** ******* on behalf of the Latham,
  NY Aspen Dental branded practice, owned and operated by Aspen Dental Assoc of Hudson Valley 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.
  Sincerely,
  Julie G*****
  Manager, Regulatory Relations
  Aspen Dental Management, Inc
  281 Sanders Creek Parkway
  East Syracuse, NY 13057
  On behalf of Aspen Dental Assoc of Hudson Valley PLLC
  

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I want Aspen Dental to stop this collection on money.   Regards, **** *******

  Business Response

  Date: 09/27/2022

  Please allow more time for a response.

  Business Response

  Date: 10/27/2022

  This case is still being reviewed.