ComplaintsforAspen Dental

• Initial Complaint

  05/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Aspen Dental at the end of last year and start of this year. I had x-rays done and had several procedures set up and pre-charged to a new ******* retail card they had me sign up for. At no point was there any mention of a lack of a dentist to handle my specific needs. Since then I had a single cleaning which injured my throat and caused serious issues that resulted in urgent care treating and damaged one of the teeth in question to the point its not saveable and causes debilitating pain daily(to make manageable im using about $100 of ******* daily just to survive. As of today they continue stringing me along telling me to contact another member of the chain only for that chain to not be able to access my account. They have caused irreperable damage pain and distress to me over the course of 6 months. I am requesting they complete the needed extraction free of charge and refund ALL charges to the ******* retail card based on the false pretenses at sign up.

  Business response

  06/16/2023

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

  Customer response

  06/20/2023

  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 belowTheir attempts at contact were just to ask me to come back completely failing to address the pain and suffering I've dealt with as a result of their maleficence nor does it address the financial manipulation the false pretenses the fraudulent referral  Their privacy claims hold little water because they have several other instances of responding to cases publicly here.On the same day of this response the payment method was charged off due to the length of this dispute and refund via payment method is no longer on the table so if there is to be a non-litigation resolution an alternative method will have to be determined  Regards, **** *******

  Business response

  06/25/2023

  This case is still under review.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My unfortunate experiences began Jan,2023. Appointment was made in Nov.22,2022 for consultation visit scheduled forJan,21,2023. The appointment was cancelled by [ Aspen Dental } few days prior , appointment date then re scheduled for Latham, N.Y. Feb, 18 2023. Aspen facility designated location was closed upon arrival for date & time of Feb 18th 8:00 am Latham, N.Y. Another appointment scheduled for [ Aspen Dental ] scheduled for Feb, 2023 8:00am location of **** ******** ** ********* * ****  During my visit I was unable to have the requested consult because I was not informed from receptionist though phone at time of scheduling to have necessary [ X-ray / dental images required } present upon visit. Gabrielle M******r suggested another rescheduling to provide the required information... March 3rd, 2023 Ive informed [ Gabrielle M******* ] the required X-rays can be forwarded to her... She would not accepted printed copies directly from my primary dental office without seeing them... [ Gabrielle M*******/ Aspen dental ] she would only except through her email. March 7th 2023 I again had this information resubmitted from my primary provider to { Gabrielle M******* ] & my email address as well . I called the Niskayuna, N.Y. Aspen location , confirmed with Gabrielle M******* if the images were received and forwarded to the specialist for consultation. Gabrielle confirmed myself ready ,two days prior my next office visit which would be March 17th 2023... March 17th upon my office visit Gabrielle told me the images were blurry and needed addtional copies before consultation. This was not factual as having the exact same images saved to my records and reinspected myself prior March 17th... It was deliberate not to inform me of such until day of my office visit, purposely delaying .... I found the handling discriminatory as no other rational or excuse for the render of service from Aspen dental.. Action is sought from failure to provided patient customer equality .

  Business response

  03/23/2023

  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 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.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My son went to Aspen dental, they said he needed his wisdom teeth out.. he paid 1,800 in cash and got a paid in full receipt.. went to get his actual teeth removed and they said we had to pay another 500 dollars because someone wrote it up wrong. I paid the 500 and expressed my disappointment and they said they couldn’t do the teeth without the extra money

  Business response

  01/12/2023

  Thank you for the opportunity to respond to the complaint filed by ***** ********** on behalf of the Schenectady, NY (Niskayuna) 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, Carrie R*****

  Regulatory Relations Specialist

  Aspen Dental Management, Inc

  Business response

  08/21/2023

  This case is still open and under review.

  Customer response

  08/21/2023

  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 have left numerous messages at the Latham office and not one person got back to me. I don’t understand why it would to so hard to provide the start and stop times of the anesthesia to my insurance company. They do not believe he had the much anesthesia so if it’s legitimate they should have no problem turning the documents over to my insurance company.. they done even respond to my insurance company  Regards, ****** **********

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