Complaints

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9-19-23, I paid Aspen Dental to add tooth to my bottom bridgework and to pull a tooth. At that time I paid them 476.00. My Humana Ins. paid a portion also. They lost my teeth and agreed to replace my dentures and do some additional work to compensate me for my trouble. I have not received anything. I am 72 years old and need my dentures to chew properly.

  Business response

  02/08/2024

  February 8, 2024

  RE: Acknowledgment of Complaint Case No. ********

  Dear Sir/Madam,

  We are writing to acknowledge receipt of the complaint filed by Steven Wheeler regarding their experience at the Aspen Dental branded practice located in Sidney, OH which is independently owned and operated by Calderon Dental Group 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.

  Sincerely,

  ******* *******

  ******* *******

  Regulatory Relations Specialist

  Aspen Dental Management, Inc.

  On behalf of Calderon Dental Group LLC

  Response attached.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I HAVE BEEN HAVING ISSUES WITH THIS COMPANY SINCE BEFORE THANKSGIVING 2023. I SCHEDULED AN APPOINTMENT TO HAVE ALL OF MY TEETH PULLED AND TO PURCHASE DENTURES. I HAD X-RAYS DONE AND PICKED OUT MY DENTURES. I HAD TO RESCHEDULE MY FIRST SURGERY DATE DUE TO SCHEDULE CONFLICT AND EATING AFTER A CERTAIN TIME BEFORE SURGEY. THE APPOINTMENT FOR 12/09/2023 WAS CANCELED BY ASPEN DENTAL BECAUSE THEY HAD TO WAIT FOR THE NEW SURGEON TO GET COVERED BY INSURANCE BEFORE PERFORMING MY SURGERY. I REACHED OUT TO THE COMPANY AFTER THE HOLIDAYS AND WAS ABLE TO RESCHEDULE FOR 01/10/2024. I RECEIVED A PHONE CALL THREE HOURS PRIOR TO MY SCHEDULED APPOINTMENT REQUESTING AN ADDITIONAL $3,000 IN ORDER TO HAVE THE SURGEON PERFORM THE SURGERY. I HAVE ALREADY TAKEN OUT A LOAN MONTHS AGO TO COVER THE INITAL COSTS I WAS QUOTED AND NOW THE DAY OF SURGERY THEY ARE TELLING ME THAT I NEED TO PAY THEM MORE MONEY BECAUSE THE SURGEON SAYS THE PROCEDURE IS MORE COMPLICATED. NOTHING HAS CHANGED SINCE MY INITAL APPOINTMENT OR MY X-RAYS. THIS DOCTOR IS TRYING TO GET EXTRA MONEY OUT OF ME. THIS IS UNETHICAL.

  Business response

  01/12/2024

  January 12, 2024 Office of the Better Business Bureau RE: ****** ***** Acknowledgment of Complaint Case No: ******** 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 Beavercreek, OH which is independently owned and operated by ***** ***** 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 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, ****** ****** Regulatory Relations Specialist On behalf of ***** ***** D.M.D., Inc.

  Response attached!

  Customer response

  01/23/2024

  I didn’t receive a call from you guys because my phone is on no answer to calls I do not no because I’ve been getting a lot of robocalls so if you can email me with any questions I am disappointed with them I don’t think that it’s right for them to call me the day of my surgery and tell me I need 3000 more dollars to do my surgery I have paid the lender the loan me money to get this done over 1500 dollars as of this day and my insurance had paid the rest but they had got a new surgeon and he is the one who said he needed 3000 more dollars to do the surgery the day of the surgery so please don’t close my case I apologize that my phone do not answer numbers I do not no so if you could email me I will answer back again I’m sorry for missing your call it wasn’t on purpose robocalls are really ignoring so please contact me again I don’t no what else to do I’m having problems eating food and it’s getting worse and I’m also losing weight because of it they should have done my surgery because all the paperwork had been done for months so hopefully you guys will continue to try and help me my email is ********************** and my phone number is ************ i don’t no if my phone will let you leave a voicemail but if it does please leave me one ****** *****

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for clear aligners through Aspen Dental in November of 2022 and have had nothing but issues with the company since starting the process. I was charged $2,829.40 the day I initially signed up on November 15, 2022. In the beginning, my first aligner appointment was delayed because they had not received my aligners in by the time that they had estimated. I was charged $1,165.60 on December 14, 2022 although my appointment was pushed back until January 2023. In January I was instructed to wear the aligners 20-22 hours a day, brush my teeth after eating each time, and change them every 7 days, I had thrown my trays away after switching them each week and wasn't told until March 2023 that I was not supposed to do that. I had to pay another $1,479.00 to replace them as my teeth had no shifted properly and I now needed new aligners. I was accused of not wearing them as directed although I absolutely had. I then had to wait almost 6 weeks for the replacements, meaning I had to wear the same trays for that extended period of time. I went for a scheduled half-way point check-in at the office on July 31, 2023 and saw a different dentist that I hadn't seen previously. He informed me that there is a dental monitoring app that I should have been using during this entire process and was supposed to have a retractor to use for taking progress images. I have been wearing these for 7 months and just now found out that I was supposed to have an app that offered support during this process. They now are ordering me the retractor I was supposed to have in the first place and trying to get me connected to the app. I am so disappointed in this entire process and disgusted that I have given this business so much money. They did not deliver on what was promised to me and I will never go back once I'm done wearing the aligners.

  Business response

  08/04/2023

  Office of the Better Business Bureau

  RE: Emerald Volk Aspen Dental Account Number: 7274491

  BBB Case No.: ********

  Dear Sir or Madam,

  Thank you for the opportunity to respond to the complaint filed by Emerald Volk on behalf of the Huber Heights, OH Aspen Dental branded practice, owned and operated by Parag Modi, D.M.D., Inc. 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,

  ***** ******

  Response attached.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to aspen dental in Sidney Ohio on March 22. Had 2 teeth pulled. Made an appointment to be fitted for my partial on April 17th paid them half for the partial which was $721.37. Got a call saying they didn't do the fitting correct and I needed to come back in on April 19th for the wax bite. Was told my partial would be ready in 2 weeks . Made the appointment for May 1st to pick them up. Got the run around from the office. Either they wouldn't answer or had no answers to my questions on when my partial would be in. Finally got the call that the partial was ready. Went in and they were made incorrect. Did the fitting all over again, was told they would be in June 1st. On May 31 they called and said they weren't in . They called on June 6th that they were in and ready for pick up. I paid $624.62 . Went back to the room to try them on and once again they didn't fit. They said they couldn't help me anymore and offered a refund. At this point i just wanted my money back to find another dentist that could help. Was told by the office manager ****** ****** that my money would be back on my cards in a few days. It took till June 24th to get part of the refund, Here I am almost 5 months with out a partial and now without my money.

  Business response

  07/23/2023

  July 20, 2023

  Office of the Better Business Bureau

  RE: ******* ******** Aspen Dental Account Number: ********

  BBB Case No.: ********

  Dear Sir or Madam,

  Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the Sidney, OH Aspen Dental branded practice, owned and operated by Calderon Dental Group LLC. 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,

  ***** ****** ******** ********** ********* ***** ****** *********** **** *** ******* ***** ******* **** ********* ** ***** ** ****** ** ******** ****** ***** *** ****** ************ **** ****** **** ************ ****** *********************** 

  response attached

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Account number ********. Date of service 1/9/23. Location of service. Aspen Dental, Troy Ohio. I went to this Aspen location for a cost and treatment plan for extraction of tooth #'s 13 and 14 and subsequent implants ONLY; I have a regular dentist (this work outside the scope of services available to be provided by my regular dentist). They put me through the typical Aspen "income mill" and completed a series of xrays which are on file with my family dentist. Since identical xrays had been done by my regular dentist, payment for this charge by my dental insurance provider was denied. Aspen could have received the xrays by contacting my reqular dentist. Other than 1 image of the affected area, the xrays were worthless and not needed for treatment of my problem. I left Aspen with a ludicrous estimate for $18K for the requested service and a toothbrush the tried to sell me. I have written Aspen about this problem; no response. I do not intend on paying for services I did not request, authorize or are unneeded. I request that the $157 charge be removed.

  Business response

  07/11/2023

  Office of the Better Business Bureau 

  Response faxed to ***** ******** 

  
  

  RE: ******* ******** Aspen Dental Account Number: ******** 

  BBB Case No.: ********

   

  Dear Sir or Madam, 

  
  

  Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the Troy, OH Aspen Dental branded practice, owned and operated by Parag Modl, D.M.D., Inc. 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, Ilving 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,

   

  ***** ****** 

  Manager, Regulatory Relations 

  Aspen Dental Management, Inc.

  
  

  Customer response

  07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There has been nothing received from Aspen Dental.  This reply from Aspen is non-responsive.

  
  Sincerely,
  
  ******* ********

  Business response

  07/17/2023

  Please allow more time for a response.

  Business response

  07/20/2023

  We are still working with the patient on a resolution.  Thank you!

  Business response

  07/26/2023

  A response letter was mailed to the patient on 7/20/23.

  Customer response

  08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It fails to address the billing for unrequested services and instead demands payment.  The xrays taken were a duplication of services provided by my regular dentist and were available from him.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  This is in regards to services for my daughter in October 2022. Daughter was covered by 2 different insurances and they made an error and billed me for services that were completely covered. Went back and fourth for a year over this. Had to call my insurance multiple times. Totally an office mistake with Aspen Dental. They acknowledged that it was their fault to me on the phone and I thought the incident would finally be resolved. I just recently received a notice that they sent the bill to a collection agency. I really want this matter addressed because what they are doing is illegal. They are charging me for a dental exam when that was completely covered by my insurance.

  Business response

  05/18/2023

  We need for the patient to submit the complaint.  We are unable to find the patient in our system without the patient's name or account number.

  Customer response

  05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have my information and this is the same type of run-around I’ve received from them in regards to the money that they say I owe them. My account no. with them is ********. They have me recorded as ******** ********* ********* on the bill: not the correct name. 
  
  Sincerely,
  
  ******** ******************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  So at the Beavercreek Ohio location on Monday April 3rd I had an appointment. It was canceled for seemingly no reason even though I confirmed my appointment. I came in as a new patient was suppose to get a free exam. Told so on the phone this exam would be free WITH my situation. Came in at 10:20am, was told I need to pay $125 to be seen because they had to treat me as a walk in because my appt was canceled. I never canceled only confirmed. 10:21 am I had gotten a verification email for my appt while I was inside the waiting room. Again I didn’t cancel. So they charged me $125 on top of the cost to get my dentures repaired ($308) the denture repair was done incorrectly the color doesn’t match, there’s rough spots in my top plate that wasn’t there before. Extremely filed down, & they didn’t pay attention to my dental records for how my jaw is uneven, they filed down the side that needed to be thicker to have my teeth line up evenly, now my denture is also crooked. One top front tooth is smaller than the other & I was given a deal with it attitude when I addressed this. This random unjustified $125 extra charge is unacceptable I sat in the waiting room for 45 extra minutes watching all receptionists make faces at me & ignore me after saying it will be solved quickly & the careless work done is just as bad if not worse. I went hours without my denture just for them to rip me off & cause more issues with my denture than before.

  Business response

  05/25/2023

  Thank you for the opportunity to respond to the complaint filed by ***** ***** on behalf of the Beavercreek, OH Aspen Dental branded practice, owned and operated by ***** ***** ******* **** 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 "Yes1' to quality oral care. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  
  

  Customer response

  05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    I have not been contacted to resolve this issue 

  
  Sincerely,
  
  ***** *****

  Business response

  06/04/2023

  This case is still under review.  Please allow more time for a response.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  i had an exam by aspen due to tooth pain november 2022, took xrays and of course seen the hygienist, and a package was formed! needed root canals & the hygienist said my issue is largely due to my gums/bone deteriorating and that is kind of pushing my teeth forward. The package came out to approximately 6,500.00 The dentist, hygienist & I went over what the most critical care i needed, which in their opinion was the teeth scraping and antibiotic planting to stop the bone/gum deterioration. i had to wait to have root canals done due to funds, and being as the more pressing issue to be my jaw bone. so the root canals were removed, leaving the cost for scraping, cleaning & antibiotic planting with follow up polish 3,334.00! i had to make the first initial payment to get the appointment, which is 1667.00 & pay the balance before any work is done, which i did pay that as well. nov 21st 2022 paid 1667.00 and dec 1 2022 paid 1667.00. All paid in full right? not so fast says aspen! so i take the day off work, was all planned out and knew what today was all about because we went over it all! i knew i was getting the follow up polish, it was all part of the deal! i was concerned about the way my teeth were yellowing & was excited for all this to get done! I get to my appointment today & the ledy at the front desk told me i owed 378.00 for the visit today! im in complete shock over this and guess lost out on my follow up care for the package i agreed to! the gentleman could only provide the cover sheet i signed but not the actual package that was presented to me with everything included, i only removed the 2 root canals! how can they charge me for my follow up care? i was not able to find anything close to a resolution while at aspen dental due to someone else got into the conversation, he even said it is usually included, but not in your agreement. he wasnt trying to help me, he was in a huge rush everyone around as they just opened & had a long line!

  Business response

  03/08/2023

  Office of the Better Business Bureau  

  RE: ****** ******* Aspen Dental Account Number: *******  

  BBB Case No.: ********  

  Dear Sir or Madam,  

  Thank you for the opportunity to respond to the complaint filed by ****** ******* on behalf of the  Beavercreek, OH Aspen Dental branded practice, owned and operated by ***** **** DMD Inc. 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,  

  ***** ******  

  Manager, Regulatory Relations  

  Aspen Dental Management, Inc.  

  *** ******* ***** *******   **** ********* ** *****   ** ****** ** ***** **** *** ***   ****** ************ **** ******   **** ************   ****** ***********************

  Response attached. 

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with Chelsea on complaint, she says there are only 3 pages to my dental agreement contract,  she cannot see anything deleted by Beavercreek location. She said she couldn’t do anything for me. Clearly in this picture of the document I have there are 4 pages to my agreement and Beavercreek location missed one of the pages and now the follow work I signed to accept is gone & Aspen customer care isn’t able to help at all! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/23/22 I was issued a bill from aspen dental saying that I owed $145 for my previous dental checkup. The year prior to this I had a checkup and I did not owe anything after to the appointment because it is covered by my insurance. I called several different numbers trying to figure out why this was charged to my account. Initially I was told that the cost for the x-rays would most likely be able to be taken off they would just have to contact the actual location I went to. Then I was called back from a different aspen dental location and was told that two accounts had been set up in my name and that is why I had received services I was not due for. For this reason, my insurance would not cover it because it was a frequency issue. I finally got a hold of the location I had my appointment at, and they said they would not take off the cost of the xrays because it is my responsibility to cover any cost that my insurance does not cover. I explained that I understood that however, I was not supposed to receive those x-rays but because someone at their office had made a second account for me, they gave them to me, not knowing I had them the year prior. After a bit of back and forth on this phone call, they offered to take off the cost of the fluoride but would not take off the cost of the x-rays still.

  Business response

  02/16/2023

  February 16, 2023  

  Office of the Better Business Bureau  

  RE: ******* ******** Dental Account Number: ********  

  BBB Case No.: ********  

  Dear Sir or Madam,  

  Thank you for the opportunity to respond to the complaint filed by ******* ********* on behalf of the  Springfield, OH Aspen Dental branded practice, owned and operated by Parag Modi DMD Inc. 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,    

  ***** ******  

  Manager, Regulatory Relations  

  ***** ****** *********** ****   *** ******* ***** *******   **** ********* ** *****   ** ****** ** ***** **** *** ***   ****** ************ **** ******   **** ************   ****** ***********************

  Response attached.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dental service was provided 8/22/2022. Aspen was given my new insurance, but filed against an old policy (which rightly denied coverage). I made multiple contacts with Aspen, and had my new dental insurance input numerous times, yet Aspen failed to re-file my claim, and/or made no mention of failures to file the claim. Further contact by phone, email, and in-person was made with no resolution and Aspen threatening to send my bill to collections despite their inability to file the claim. I contact my insurance company, who provided additional information which was passed to Aspen, yet Aspen has still not refiled my claim and has also continued to insist I pay out of pocket. Aspen service reps also state that "management" or "a manager" will contact me, yet they never contact. As of writing I was promised a call today, yet again, no contact has been made. I have been told repeatedly the managers are "out to lunch". At least one rep has stated "multiple" individuals are having a similar issue, yet they continue to threaten with collections. Calls dating back to October without resolution: 10/1, 10/28, 11/1, 11/2, 11/11, 11/22, 11/23, 11/25, 11/28, 11/30. At least two visits to the office have been made, again without resolution. At one point a service rep stated they couldn't file a claim and I would just need to pay out of pocket. BCBS advised against this as paying out of pocked and personally submitting the claim to BCBS would cause the claim to be out of network. I will have to pay this bill to avoid the claim going to collections; as a resolution I expect Aspen to actually file the claim, and refund the amount paid once they have received payment from my insurer. This has been a nightmare of nonexistent contact and numerous contradictory statements.

  Business response

  12/04/2022

  December 4, 2022

  Office of the Better Business Bureau

  RE: ***** ****** Aspen Dental Account Number: ********

  BBB Case No.: ******** 

  Dear Sir or Madam,

  Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the Beavercreek, OH Aspen Dental branded practice, owned and operated by Parag Modi DMD Inc. 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,

  ***** ******

  Manager, Regulatory Relations 

  Response attached.

  Customer response

  12/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The business has not actually attempted to reach out since the message was sent. This is, yet again, repeating the pattern of the original complaint by stating they will reach out or respond and then failing to do so. 
  
  Sincerely,
  
  ***** ******

  Business response

  12/15/2022

  This complaint is still being reviewed.  Please allow more time.  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. ↩