ComplaintsforAspen Dental

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I declined a fluoride treatment. It is not covered by my insurance so I decline this treatment when I get my teeth cleaned. I was billed for this treatment that I did not receive. When I called to dispute this charge I was told the hygienist put it in her notes that she had administered it. I had declined it, it was not administered, and I should not be billed for something I did not receive. Just because they put it in their notes does not make it true.

  Business response

  11/20/2023

  Response attached. 

  Business response

  11/20/2023

  [BBB Transcription via Attachment]

  Dear Sir/Madam,
  We are wriOng to acknowledge receipt of the complaint filed by ********* ****** regarding their
  experience at the Aspen Dental branded pracOce located at **** ** ******* ******* ********* ** which is
  independently owned and operated by Calderon Dental Group LLC.
  Upon receiving the complaint, the office that treated the paOent will iniOate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the paOent within the
  next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  soluOon.
  We appreciate the Be?er Business Bureau's role in facilitaOng communicaOon between consumers and
  businesses and take this ma?er seriously. Rest assured that we will make every effort to recOfy the
  situaOon and provide a posiOve outcome for the paOent.
  If you have addiOonal quesOons, please do not hesitate to contact me. Thank you for your a?enOon to
  this ma?er.
  Sincerely,
  ***** ******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Tuesday, August 15, 2023, I went to Defiance, OH office of Aspen Dental to get a wisdom tooth removed. After continuing pain and suspected dry socket, I reached out on Monday, August 20, 2023, to be seen for my moderate/high pain. I was told I could not be seen that day and when asked if I could utilize another Aspen Dental location, I was told any of the offices would have access to my file. I first reached out to the Aspen Dental on Coliseum Blvd in Fort Wayne, IN, and was told the doctor there was not comfortable seeing me, even after I expressed how much pain I was in. I called the Aspen Dental location on Illinois Rd in Fort Wayne and they agreed to see me. I was charged $93 to complete another set of X-rays, because although I was being seen for post-operative pain, they couldn't bill it as that, because I had my original procedure at a different location, even though the original location couldn't fit me in. I was in pain and crying, and it took 45 minutes of calling three different locations before I was given any real assistance. I arrived to my 10:30 a.m. appointment 10 minutes early and was then made to wait almost an hour to be seen. The doctor treated my dry socket with no gentleness. I was told I would be good to go and should be in no pain after the treatment. My pain returned that evening. I called the Illinois Rd location on 8/22/23, and was told I could be seen again at times that were impossible to fit in with my work schedule. I work from 8:00 a.m. - 5:00 p.m. and had already spent 2 hours there the previous day. I asked if there was any prescription they could provide me. I was told no. I would like my $93 refunded. It was ridiculous not to be considered post-operative care. My extraction took place at Aspen Dental and I returned to Aspen Dental to deal with the following dry socket. It's not my fault that the specific location I had my procedure at wasn't willing to fit me in, even though I expressed my pain levels.

  Business response

  08/31/2023

  Response attached.

  Business response

  08/31/2023

  [BBB Transcription via Attachment]

  Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ****** ******** on behalf of the Fort Wayne, IN Aspen Dental branded practice, owned and operated by IH Dental, PC. 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, ******* *******

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Aspen Dental to get in Upper denture made which they could not get the way it should be, there was no way I could wear that denture and no matter how many times they tried could not get it right and after countless trips going there I was having surgery in a week and I could not go back at that time and also I was having other health issues so after not being able to go to anything for my grandkids or family functions I was getting very upset because I was tired of having to go down there eight to nine times so I did a rating which was not a good one so someone contacted me and told me to go in to see the owner ***** ******** DDS. When I got there and went into a room all he did was have me lay back while he put my denture in and told me that it was Secure and it was not because you cannot tell just by laying back if a denture is fitted correctly because I could not even put it in just to go to the store without using adhesive and that barely worked. On his website it says that if the patient is not completely satisfied the fair will be a 100% guaranteed refund and that is what I need. They were having issues with the internet but now they're seeing patients so there is absolutely no reason why I cannot get my refund because they apparently do not know what they're doing and I cannot afford to pay for a denture that I cannot even wear. So he needs to honor his 100% money back guarantee as soon as possible because I have been dealing with this for too long and it has caused me so much unnecessary stress which has caused me to lose 70 lbs over all of this nonsense. The only way that I'm able to communicate is via email or my texting because I have severe hearing loss and disabilities

  Customer response

  06/09/2023

  [BBB Transcription via Mail]

  I initially wanted a refund but after contacting multiple dentists I couldn't find one where I could get an upper denture for what the refund would be and I don't have any other money to put with it so I didn't know if I have to file another complaint asking for him to fix this one or what I need to do because after searching and looking at everything a refund isn't going to do me any good

  Customer response

  06/09/2023

  [BBB Transcription via Email]

  Good afternoon, This is ******* ******** and I filed a complaint against Aspen Dental. I initially wanted to get a refund but because I know and everyone that's around me knows this denture is not fitted correctly and I am disputing what Dr ******** says. He cannot possibly know how this fit to my mouth and I am not willing to go with without having an upper denture so I would like for them to fix this which I know can be done but he's being very stubborn and I'm not backing down because there is a dentist in Holland Ohio who was working on my denture and new what had to be done to my denture and was still working on it when I have to have surgery in a week and I couldn't go back at that time but then I kept having trouble with people at Aspen Dental telling me there was nothing they can do with it. When I have it in I clench my teeth constantly because it is that loose so in turn I was diagnosed very recently with TMJ which I did not have before and the doctor that diagnosed me with TMJ told me what the cause was so rather than have them give me a refund and me give them back this denture which I will not have one if I do that because no other dentist that I have found will be able to do one for me for the price that I paid.
  Thanks 
  ******* ******** 

  Business response

  06/15/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the Holland, 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.

  Customer response

  06/22/2023

  [BBB Transcription via Email]

  Hello, I contacted ***************************** on June 16th and I haven't gotten a response from them. 
  I'm not exactly sure what the Attorney General would be able to do to resolve this..I have always had good outcomes from the BBB 2 other times that I have had to file a complaint but this Dentist is very arrogant and believes that he is 100% correct. 
  I don't know if it would help but if I could afford which I probably can't go to another dentist for a second opinion on how that denture fits my mouth I would do it but I'm just getting to where I am just so frustrated at that dentist because you don't treat people like that and I'm the one that has to suffer through this 
  Thanks 
  ******* ******** 

  Customer response

  06/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: [BBB Transcription via Email]
  
  Hello, I contacted ***************************** on June 16th and I haven't gotten a response from them. 
  I'm not exactly sure what the Attorney General would be able to do to resolve this..I have always had good outcomes from the BBB 2 other times that I have had to file a complaint but this Dentist is very arrogant and believes that he is 100% correct. 
  I don't know if it would help but if I could afford which I probably can't go to another dentist for a second opinion on how that denture fits my mouth I would do it but I'm just getting to where I am just so frustrated at that dentist because you don't treat people like that and I'm the one that has to suffer through this 
  Thanks 
  ******* ******** 
  
  Sincerely,
  
  ******* ********

  Customer response

  06/29/2023

  [BBB Transcription via Email]

  I received an email from Aspen Dental yesterday saying that I had to take the refund or end it because the dentist said there was nothing else that can be done to my denture. I am very angry with his response simply because he acts like I am lying and there is no way I would be going through this if I were lying I have been under so much stress because of this whole issue and I would rather be completely out from under it but like I said if I could have found someone to make another denture for what the refund would be I would have done it before but after contacting plenty of dentists there is no way that I could get another one made for that price which would leave me completely without having one and that is not an option. I told her that then I would file a complaint with the Ohio Attorney General's office and it didn't even seem to phase them so I'm even wondering if they would even do anything because I have taken so much time trying to get something resolved that if there is a chance that they won't do anything then should I even bother? Aspen Dental gets very bad ratings and because they are not even trying to compromise with me other than doing what they feel is just a simple thing versus trying to fix my denture they shouldn't have a good rating on BBB or on Ohio Attorney General website. I wish there was more that I can do because when I have to wear it it hurts my mouth and I hurry up to do what I have to do and get back home and take it out because I can't stand it. I was talking to my apartment manager the other day and it was all I could do to keep it in, it was embarrassing and I had to keep pushing it up. If I just wanted my money back it would be very simple but I need my denture too fit properly and I can't even get him to do that so I don't know what to do

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought dental implants for my girlfriend and within six months one of the posts they put in fell out.We came in to get help with this problem and they have the audacity to charge us over 95.00 for them to look at them.We paid well over 14,000 for these implants and they said if any problems occur they would take care of it.Yet they charge us for an office visit they caused by their own incompetence!!!

  Business response

  02/27/2023

  We are unable to the find the patient in our system with out a name or account number.  Please provide us with this information and we will review.  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. ↩