Business Profile

Dentist

Aspen Dental

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In February I went in and they pulled all but 8 of my teeth. I didn’t get my top denture until November and the teeth are not positioned in a way that I can eat with them and they hurt my mouth. I still do not have the bottom bridge. On their advertisements they say they will do anything to make dentures right and that they have a money back guarantee, but they won’t do anything to make this right. I can’t even get them to give me an appointment to get the bottom bridge done without them want another $1100.
Business response
12/05/2024
Response attached.
Customer response
12/06/2024

Complaint: ********

I am rejecting this response because:
I have not had anyone reach out to rectify the problem as of this morning.
Sincerely,

***** ********
Business response
12/17/2024
The office spoke with the patient on 12/13/24
Initial Complaint
11/25/2024
Complaint Type:
Product Issues
Status:
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.
I had one appointment and cancelled all the other ones. I've been trying to get in contact with Aspen Dental for months because they keep telling me that the loan money has been sent back when it hasn't.
Business response
11/26/2024
Response attached.
Customer response
11/26/2024

Complaint: ********

I am rejecting this response because:
I have made many efforts to contact the business and each time I am told that I will receive a "callback", I never do. I would not be doing something like this if I didn't follow all steps (like I have for almost a year) I needed to take to resolve this matter on my own.
Sincerely,

******* ******
Business response
12/17/2024
The patient was contacted by the office three times as of 11/26/24. A fourth call was made on 11/27 and then an email was sent. The patient needs to call the office if she has any other questions.
Initial Complaint
11/12/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My wife, **** *****, and I have issues with Aspen Dental about billing practices, misrepresentation of insurance verification, and refusal of service. Service dates: May 14 and May 29, 2024. Before treatment, Aspen Dental provided a Treatment Plan estimating coverage and our "patient responsibility," stating it was "based on a good faith estimate of my insurance benefits." We were told my wife needed antibiotic treatment (Arestin) before other work. The treatment was quoted at $2,166 for 19 applications, with $1,482 expected insurance coverage and $684 as our responsibility, constituting about one-third of the total estimate. Aspen assured us they had contacted our insurance provider, Anthem, and confirmed coverage for all treatments, including the antibiotics. However, the call transcript shows Aspen did not ask about antibiotic coverage during their May 3, 2024 call (Ref #*********). Anthem confirmed these treatments are explicitly excluded under our policy (Policy Exclusion page 88, Bullet 8): "Analgesia, analgesic agents, anxiolysis nitrous oxide, therapeutic drug injections, medicines, or drugs for non-surgical or surgical dental care. NOTE: Intravenous conscious sedation is eligible." This resulted in unexpected expenses of $1,482 we thought would be covered. We are concerned about Aspen's pricing, which may constitute price gouging. Arestin's wholesale price is about $18.75 per application ($450 for 24). For 19 applications, the cost is around $356. Aspen charged us $2,166 for 19 applications—about $114 each, over six times the wholesale cost. Labor involved was less than two hours; effective rate charged exceeds $905/hour. We've already paid $684 as our portion, more than Aspen's actual cost for medication and labor. Moreover, my wife's crown replacement is fully paid, but Aspen refuses to schedule it, withholding necessary care unrelated to the disputed claims.
Business response
11/27/2024
Response attached!
Customer response
12/02/2024

Complaint: ********

I am rejecting this response because: Aspen dental has not attempted to remedy the situation. They have only indicated that they are reviewing the case (again).

Sincerely,

******** ********
Business response
12/02/2024
This complaint is under review. Please allow the office additional time to review and respond.
Business response
12/09/2024
This complaint is under review. Please allow the office additional time to review and respond.
Business response
12/17/2024
This complaint is under review. Please allow the office additional time to review and respond.
Customer response
12/17/2024

Complaint: ********

I am rejecting this response because: Aspen Dental has not offered any solutions yet. They only replied that they are (still) reviewing the situation.

Sincerely,

******** ********
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My complaint is that I took my son, ****** ** ******** phone number ************ Birthday ******** and agreed to get the loan for him to get his teeth done. I got the loan no problem and I took myself, my mother and my sister as well and never had a problem with Aspen Dental and have paid thousands of dollars to their company. First visit -xrays, exams, then scheduled teeth to be extracted and temporary dentures installed. After Dusty got home he had to take out the dentures because of the pain we called Aspen Dental and told them he had several took spurs in his mouth and infection, We went back(after pulling out several spurs at home, they checked his mouth and said he didn't need antiobodics. He went back following week and they worked adding putty to the temporary dentures but Dusty was still not able to keep them in.
see Attached document
Business response
08/25/2024
August 25, 2024
RE: Acknowledgment of Complaint Case No. ********
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by Neoma Price regarding their experience at the Aspen Dental branded practice located in Springfield, OH which is independently owned and operated by Parag Modi, D.M.D., Inc..
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,
******* *******
Regulatory Relations Specialist
Aspen Dental Management, Inc.
Response attached.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
my employer changed the insurance company and my dentist is not in-network of the new insurance. I selected this dentist office but I made a huge mistake. in Feb, one of my crown fell off. I went to this office the dentist recemented the the crown. I paid for this service. However it fell off in June 4, 2024. I went to this office and it fell again in two hours. I was charged again in a full amount of this service. The insurance company rejected this service since it should be covered by the warranty. The insurance company advised the dentist should NOT charge the service again.
Business response
07/22/2024
Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to Aspen Dental and discussed getting a bottom denture, had teeth pulled with an oversized temp denture put in. It’s so big I can’t put enough adhesive in to keep in place, several visits determined that. Finally get fitted for permanent plate and they damaged it so again get fitted. This time I was told I had a bill of $2507 due. Carried a credit from 7/18/23 - 2/24, after MUCH RUNAROUND it was resolved through an error “due to being hacked”. I went to get my permanent plate and tried it, I paid for the best so when putting it in, it was a little painful but the inside seemed like heaven, soft, after 2 hours the plate started hurting so I took it out cleaned it and saw what’s in the pictures. I couldn’t get those yellowish orange bumps out. I called the office the next morning and no answer, left a message to call back to get an appointment to fix. I’ve called more than 20 times to their office to 3 different phone numbers and they don’t answer, which seems to be an issue with many customers. I called the customer service number corporate and explained the situation, I asked for a refund then and she said she would have to connect me to the Dyersburg office, they didn’t answer for her either, but she said I would hear back from someone within 24-72 hours. I just want a refund for the $1900 bottom plate, so I can go and get a quality product elsewhere.
Business response
07/02/2024
July 2, 2024
RE: Acknowledgment of Complaint Case No. ********
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 Dyersburg, TN which is independently owned and operated by AJ & Associates Dental PC.
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,
******* *******
Response attached.
Customer response
07/05/2024

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.

Sincerely,

******* ******
Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Received a bill 10month after serves rendered. Everything was to be charged to Dental First. However insurance paid less then quoted. I filed appeal got payment leave balance of 155.90. Was advise through multiple calls I would not go to collection. Was sent to collections on 5.28.24. Poor billing practice!!! Would not remove me from Collection. Refused to help ! Spoke to ****** . ****** and ****** . Poor poor billing .
Business response
06/19/2024
June 19, 2024
RE: Acknowledgment of Complaint Case No. ********
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by Melanie Howard regarding their experience at the Aspen Dental branded practice located in Middletown, OH which is independently owned and operated by Parag Modi, D.M.D., Inc.
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,
******* *******
Response attached.
Business response
07/10/2024
They have reached out to me. They were working on removing the negative collection of my credit report.

Thanks
Initial Complaint
05/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
8/22/23 I went to Aspen dental on August the 2nd 2023 after I left there I paid my bill in full the day that I left then later they sent me two bills and said that I owed $89 and I talked to someone that worked there and they said that there was no problem that my bill was paid in full they turned me over to a collector for the amount of $89 because they said there was a price change in the x-rays they said they tried to contact me but my landline had been disconnected but they didn't try to reach me by letter or anything to tell me that they were going to turn me over to a collector the person at the office in Middletown was very the office manager was very rude and told me that's what I owed and that she wasn't going to argue with me I asked her what was the change in the x-rays she couldn't respond and then I asked why didn't you send me a letter saying that you was going to turn me over to a collector she said you owed the $89 and you should have paid it and then hung up on me
Business response
05/20/2024
May 20, 2024 RE: Acknowledgment of Complaint Case No. ******** 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 Middletown, OH which is independently owned and operated by Parag Modi, D.M.D., Inc. 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, ******* ******* ******* ******* Regulatory Relations S
Response attached.
Customer response
05/22/2024
I have not received any response from Aspen dental what should I do next
Business response
05/22/2024
Please be patient. The office is reviewing your case and someone will be in touch with you when a resolution has been reached.
Customer response
05/28/2024
Aspen Dental reached out to me today I told them I paid bill that was turned over to collector
And they said I did owe the 89.00 but then she told there was one x-ray they done for 140.00 that they didn't charge me for .I paid my bill to collector am not going to pay them any more .Just glad that I turned them into BBB Thank you so much.***** *****
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Started 12/7/2023. Paid $3,000 up to today 3/19/2024. They were fully aware of my dental benefits available in 2023. Dental work that was covered by insurance they now claim I owe an additional $2,269. Office manager admitted to breaking company policy. Her supervisor admitted the same. Either way, they still claim I owe$2,500. I have $2,500 in 2024 benefits which they won't accept. I see they are being sued by 4 states for same practices. Very poor explanation of cost. Had they billed correctly I would not be in this situation. They rush you in and out without explaining clearly their billing procedures. I was led to believe they would do work only up to my maximum benefits for 2023 and then complete the rest of procedures I needed in 2024.
Business response
03/20/2024
We are writing to acknowledge receipt of the complaint filed by ******* ***** regarding their experience at the Aspen Dental branded practice located in Troy, OH which is independently owned and operated by Parag Modi DMD, INC.
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.
Response attached.
Customer response
03/20/2024

Complaint: ********

I am rejecting this response because:

I will need to wait and see if they reach out as indicated in their response. Until then, this matter remains open.

Sincerely,

******* *****
Business response
03/20/2024
This complaint is under review.
Business response
03/20/2024
This complaint is under review.
Business response
04/01/2024
This complaint is under review.
Initial Complaint
03/19/2024
Complaint Type:
Billing Issues
Status:
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.
They didn't pull all my teeth as I originally asked them to and the temporary partials don't fit right I can't even wear them they hurt my mouth they billed me separately from the credit card they setup for the services. They won't listen to me as to what I want they have left me with very few teeth and temporary partials. I keep telling them I want all pulled and full partials. I want to have them waive the amount owed yet and I'm going elsewhere. I'm getting a statement from the credit card they setup and now them as well. I'm 66 years old and on a fixed income and they want me to pay $174 a month on their services that they won't get right but want to keep charging me for.
Business response
03/20/2024
We are writing to acknowledge receipt of the complaint filed by Robert Stevenson regarding their experience at the Aspen Dental branded practice located in Valparaiso, IN which is independently owned and operated by NWI Dental, LLC.
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.Response attached.

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