Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/16/2025
Type:Service or Repair IssuesStatus: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.
On 3/27/2025 at 645pm I went to Aspen Dental located at **** ********** ****** ** ****** **. I signed in on a clipboard including my name ********* **** said no I was not a new patient, yes that my address has changed and yes that I had new insurance. After my appointment I saw the billing specialist that went over the treatment plan and cost of what my insurance would and would not include. It left me with an out of cost number of $2393.00 in which I applied and received care credit to cover that amount. On 4/12/2025 when I returned to get some of the work started I received a new financial responsibility form with a completely new number on it, when I questioned what was happening they told me I did not have insurance when I in fact did. I claimed I was under the understanding that everything was already done and paid for as per my visit on 3/27. They told me they had the wrong/old insurance. My new amount still owed was $5204. I called the office on 4/16 once my mouth was healed to get a better understanding of what was going on and to cancel a huge that appointment to save myself money but they told me if I did that they would not be able to do any of the other work on my teeth. I explained that I wouldn’t of taken a loan/ credit card out that affects my credit if I would of known they messed up and not all my work was taken care of. I told them to completely refund the credit card that they pre charged **** to and that I wouldn’t be seeing another dentist due to their critical error.Business Response
Date: 04/18/2025
Please find attached response. Thank youCustomer Answer
Date: 04/19/2025
I am rejecting this response because:
There is no response attachedBusiness Response
Date: 04/21/2025
Hello, Please find attached response. thank youCustomer Answer
Date: 04/23/2025
I am rejecting this response because: no one from that office has tried to reach out to me to resolve this matter.
Business Response
Date: 04/24/2025
This complaint is under review. Thank you.Initial Complaint
Date:02/26/2025
Type:Service or Repair IssuesStatus: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 2/17/25, visited Aspen Dental, unaware they were out of my insurance network. Claim denied. This is probably on me for not checking whether they were in network; ethically, they should have told me, but behaving ethically is a choice, not a rule. What is disturbing is that they tried to schedule an expensive appointment for which I would have to take out a line of credit, but showed me a projected bill based on what the upcoming visit would cost me after insurance. This was a lie, because they knew that my insurance would not cover a visit to their business. I didn't know that, but they did. If I had gone to this appointment, I would be solely responsible for the fee. They lied and told me otherwise.Business Response
Date: 02/27/2025
Response attached.Customer Answer
Date: 03/04/2025
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.Initial Complaint
Date:01/14/2025
Type:Sales and Advertising IssuesStatus: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.
January through March 2024 I had been seen by Aspen Dental and received 700 dollars worth of treatment. Aspen Dental failed to file my claims with insurance. I contacted my insurance as well as Aspen Dental and the billing office of Aspen Dental assured me in September 2024 that they would file my insurance claims. I had paid 700 dollars out of pocket to the office in ******** **. I called the billing office back 4 weeks layer to check on the status of my claim and was informed that it had never been sent. They reassured me that they would file my claim and money would be returned to me. I called the billing office January 14 2025, now a year later and the office staff placed me on hold for over an hour. I am seeking my claim to be filed with my insurance and the money I overpaid the office to be returned to me.Business Response
Date: 01/23/2025
Response attached!
[[BBB transcription via attachment]]
We are writing to acknowledge receipt of the complaint filed by ********** (******) ******* regarding
their experience at the Aspen Dental branded practice located at ********, ** which is independently
owned and operated by ***** ****** *** ****
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 matterInitial Complaint
Date:08/30/2024
Type:Product IssuesStatus: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.
I am trying to seek a refund for partial dentures, that I decided that I did not want. Aspen Dental had already charged me on my **** ****** account that I had to open just to pay for their dental services. This was my very first-time visit (7-24-24) to Aspen Dental, and I thought my insurance would cover some of the cost, but on 8-6-24 my insurance told me that Aspen is out of my network. I have spoken to the office manager in person and phone calls several times about refunding my **** ****** account, our last conversation 8-29-24 she stated that Aspen was waiting to see what my insurance will pay, and I told her that my claim was denied, and they should have received that information already on or about 8-6-24, I called my insurance after that call with Aspen and they told me that yes they had informed Aspen of the denial. I feel like Aspen Dental is giving me the run around trying not to give me a refund for the partial dentures. Also, how can they charge you for a service that they haven`t done yet???Business Response
Date: 09/06/2024
Response attached!Customer Answer
Date: 09/06/2024
I am rejecting this response because: No one from the ******** office has tried to contact me in any way about trying to settle with me about my complaint. I want Aspen Dental to refund my **** ****** account the amount of $1,029.00 for the maxillary partial denture that I decided that I did not want but was billed for. As always, they are giving the run around!! Refund me my money!!!
Business Response
Date: 09/10/2024
This complaint is under review.Customer Answer
Date: 09/11/2024
I am rejecting this response because: Aspen dental has nothing to review. I was told by the office manager that they would refund my **** ****** account for the partial that I decided I did not want , this is what they told me , they made it seem like it would be no problem refunding my **** ****** account , but now they are refusing ? I feel like they are scamming consumers !
Initial Complaint
Date:08/06/2024
Type:Order IssuesStatus: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.
I went to Aspen dental for tooth extraction and cleaning on 2/21/24. I was given an estimate that said total treatment plan fee was $3185, estimated insurance discount $931.48, estimated insurance benefit was $631.08, and patient responsibility $1633.43. I ultimately ended up being charged $1592 out of pocket. I received an ineligible charge notification from my FSA card provider saying that $755 was charged to my account but the actual service charge was only $633. I received an EOB a few days later showing Aspen submitted $2663.00 of work to them. Metlife paid them $1000.00 and per the discount contract between Metlife and Aspen they cannot charge more than $1000 for the services. So basically Metlife covered $2000.00 (payment & discount). My patient responsibility was only $663 per the EOB. I have called Aspen in Mentor 5-6 times between april & now and given the run around each time. They kept telling me 30-60 days. I have waited 90 days for them to clear this account. I called back today and spoke with ***** who confirmed Metlife paid $2000, I paid $1592. They are only showing a refund of $90 something dollars on the acct. They keep saying they are waiting on payment from insurance but everything was already paid out based off of what they submitted to my insurance. I am due a refund of $929. Each time I am told they are sending the account up to be reviewed by whoever is responsible and/or can make the decision and nothing is happening. She wants me to wait another 2-3 weeks for this acct to be rectified. I had these services done in February and they were paid by metlife 3/13/24. I have been in contact with them since 04/30/24 trying to get this solved. This has been a terrible experience.Business Response
Date: 08/13/2024
Response attached!
[[BBB transcription via attachment]]
We are writing to acknowledge receipt of the complaint filed by ********* ****** regarding their
experience at the Aspen Dental branded practice located at Mentor, OH which is independently owned
and operated by Lakireddy 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 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.Customer Answer
Date: 08/20/2024
I am rejecting this response because:
The issue has still not been resolved. I spoke with the office manager who was supposed to be following up with me within 24-48 hours to let me know something and have not heard from anyone since. They are still giving me the run around regarding my refund.Business Response
Date: 08/22/2024
This complaint is under review.Customer Answer
Date: 09/26/2024
[[BBB TRANSCRIPTION VIA TELEPHONE CALL FROM THE CONSUMER ON 9/26/2024]]
Consumer still has not received any notification from the business regarding her complaint. Last response was end of August 2024. Please advise.
Business Response
Date: 09/26/2024
This will be reviewed further, and the office will contact the patient.Initial Complaint
Date:05/14/2024
Type:Order IssuesStatus: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.
I had my teeth cleaned on February 22, 2024, and then at the dentist's request I came back for a fluoride treatment on February 29, 2024. I had to come on two different days at the DENTIST's request. The dentist submitted the claim for the fluoride treatment as a "cleaning" not a fluoride treatment, and as a result my insurance won't cover the cost. I called the office on April 8, 2024 and talked to ****** and ******. ****** agreed to resubmit the claim, but I have not received anything from my insurance company indicating that the claim was resubmitted. I have already paid $118 for what should have been a completely covered cleaning, but now Aspen Dental's collection agency is hounding me for an *additional* $103 for the fluoride treatment that they tried to bill my insurance company for as a second cleaning. Again, Aspen Dental has already been paid the $118 that I paid on February 22, plus my insurance company's payment for a cleaning. I want Aspen Dental to either resubmit the $103 charge for the fluoride treatment correctly so the insurance company will cover it, or waive the fee entirely. Aspen Dental also needs to stop harassing me for the $103 charge.Business Response
Date: 05/14/2024
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: 05/14/2024
I am rejecting this response because: I provided a copy of their invoice and they’re claiming they cannot find my account.
Business Response
Date: 05/22/2024
Response attached!
[[BBB transcription via attachment; see attachment]]
We are writing to acknowledge receipt of the complaint filed by ***** ********* ****** regarding
their experience at the Aspen Dental branded practice located at ******** ** which is independently
owned and operated by ********* ****** ***.
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.Customer Answer
Date: 05/23/2024
The response is basically "we are looking into the matter." The case is not resolved, so this is the only response I can provide. I'm fine with giving the business a reasonable amount of time to respond fully. Thank you.
Initial Complaint
Date:03/13/2024
Type:Service or Repair IssuesStatus: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.
7 months ago, I went in for a cleaning. They called my insurance provider and too see what they will cover and then charged my credit card to pay for the balance. I get a bill in the mail last week. I tried calling the number on the bill but nobody picked up. It says M-F 9am-8pm. I called later around 7:30 and it said that their billing department is open between 9am-8pm call back before 5 and then hung up on me. I tried calling again today and was on hold for over 20 minutes. I hung up and tried calling back on the phone number on the website. Again on hold that was going to put me past my lunch break.Business Response
Date: 03/15/2024
Response attached.Business Response
Date: 03/29/2024
We are writing to acknowledge receipt of the complaint filed by ******** ********* regarding their
experience at the Aspen Dental branded practice located in Streetsboro, OH which is independently
owned and operated by Lakireddy 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.
Sincerely,
******* *******Initial Complaint
Date:03/11/2024
Type:Service or Repair IssuesStatus: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.
I was told if I wanted dentures to go to Aspen Dental. So I did in April 2023 in columbus ms My initial appointment went great Third or so appointment I got my temporary teeth (4 teeth out of wax) The dentist sent them off and said they'll be back in 2-3 weeks Here we are almost a YEAR later! I have called and visited again to express my concern . The office staff keeps giving me the run around . They said the dentist went to another location (20mins) and I needed to talk to him. I contacted that office and the response was he has nothing to do with that. If he sent them off from there they should arrive there My insurance paid most of it ( due to me having a baby I went to a lower covered insurance in Nov 2023 I got approved for the care credit. I have been paying monthly for something I do not have and is getting refused to get. I'm so disappointed it is ridiculous that an office and team members are like this .Business Response
Date: 03/13/2024
Response attached.Business Response
Date: 03/14/2024
[BBB transcription via attachment]
We are writing to acknowledge receipt of the complaint filed by ***** ******* regarding their
experience at the Aspen Dental branded practice located at 1616 US Highway 45 Columbus, MS which is
independently owned and operated by Dr. Scott M. Dickinson, D.M.D., P.C.
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.Initial Complaint
Date:03/11/2024
Type:Sales and Advertising IssuesStatus: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.
i went in for a free consultation and then was sent a bill complete bait and switch scamBusiness Response
Date: 03/13/2024
Response attached!Business Response
Date: 03/13/2024
[BBB transcription via attachment]]
We are writing to acknowledge receipt of the complaint filed by ***** ****** regarding their experience
at the Aspen Dental branded practice located at Wichita, KS which is independently owned and
operated by ICT DENTISTRY 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.Initial Complaint
Date:03/06/2024
Type:Service or Repair IssuesStatus: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.
I am writing to formally address a concerning issue regarding billing and misinformation I encountered during my recent visit to your office. I sought a quote for a mouthguard, and per the assistant manager, I was informed that this product was covered by my insurance. An estimate was provided, indicating that I would be responsible for 50% of the cost, with the remaining amount covered by my insurance. Subsequently, I paid the specified 50% amounting to $337.50. However, several weeks later, upon contacting your office to schedule a follow-up visit due to discomfort with the mouthguard, I was informed of an outstanding balance. According to the assistant manager, my insurance did not cover the remaining balance, contradicting the initial information provided. Upon reaching out to my insurance provider, I was informed that the mouthguard was never covered under my policy, and there were no changes to my benefits. This discrepancy is significant, as an estimate implies partial coverage, while the reality indicates no coverage at all. During my post-op visit, I discussed this discrepancy with the assistant manager, who assured me that he would personally follow up with the insurance company. Despite his assurance, I did not receive any updates or resolution. Subsequently, I contacted the billing department, and despite assurances from the office manager to address the issue, I have not received any further communication. I am deeply disappointed and frustrated by this situation. As a patient, I should not be held accountable for the office’s misinformation and billing discrepancies. It is unacceptable for patients to bear the financial burden of errors made by the office staff. I kindly request immediate attention to this matter and a prompt resolution. Additionally, I urge your office to review and rectify your communication and billing processes to prevent similar issues in the future. This occurred at Aspen Dental **** ******** ****, ******** ** *****.Business Response
Date: 03/07/2024
Response attached!Business Response
Date: 03/08/2024
[[BBB transcription via attachment]]
We are writing to acknowledge receipt of the complaint filed by ******* ****** ******** regarding their
experience at the Aspen Dental branded practice located at ******** ** which is independently owned
and operated by **** ******** DDS, Holdings, 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.
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