ComplaintsforAspen Dental

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a dental exam on August 18, 2023 at Aspen Dental. During this visit, it was recommended that I undergo a periodontal cleaning. I was assured by their office manager, that she had been in contact with my insurance company, Cigna, to confirm the recommended procedures would be covered, which she said they were. I then received an invoice for a total of $552.80 for all procedures, which I was required to pay $331.68 of up-front, leaving a remaining balance of $221.12. Upon completing the perio scaling, I received notification from Cigna in stating they did not have enough information from the dental office to process the claim, including X-rays and perio charts. Over the next couple months, I was contacted by Cigna many times asking for this information because they could not get ahold of the office. I had to call the office multiple times, left voicemails, was told I would receive a call back, and never did. Cigna finally received the required information almost two months later. On January of 2024, I Cigna stated the claim was not covered because there was no evidence of bone loss as required to recommend a perio scaling procedure, based on X-rays and perio charts. I opened a secondary appeal with Cigna, after which they upheld their decision to deny coverage stating the Aspen Dental should not have recommended the treatment without the necessary bone loss evident, and they questioned the decision to do all 4 quadrants in one sitting as that is not the standard procedure and is often avoided. The final EOB I received shows a remaining balance owed of $915.00. I would like this balance rectified as it appears the dental office was incorrect in advising that course of treatment. Also, it appears they were negligent in performing the procedure in one sitting rather than splitting the procedure into two appointments as recommended. In the end this caused me more physical pain in recovery and additional financial strain that I was not prepared to cover.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was unable to get in to my regular dentist and I was going to be losing my dental insurance, so I went to Aspen Dental in ******* just to get a cleaning and exam. They did not complete the cleaning at all, and after the xray they told me I had 4 cavities. They came up with the total amount and made a contract on what the insurance would cover and what was going to be paid by myself up front. I paid $162.80 to them before the procedure was done. After having the cavities filled I developed extreme pain in on of my teeth that had a filling. I ended up going to an urgent care becasue of the pain and then paid out of pocket to go back to my regular dentist, ***************************, who reviewed xrays from Aspen dental as well as taking new ones. ***************** felt that there were no cavities that needed to be filled based on his knowledge. Felt Aspen did unnecessary procedures. Then the dentist drilled to deep and hit a nerve, which was causing all the pain. He told me that the damage that the dentist did has caused me to need a root canal, which will be another large expense. Then on May 13, 2024, I received a bill from Aspen for $424.20 for something unknown to me since I already paid them and my insurance also paid. Upon accessing my account, there is no breakdown in services provided, not the amount that has already been paid by myslef and the insurance, so I have no idea what the bill is for. I attempted to contact them but was on hold for over 15 minutes each time. I feel this place first of all is provided shotty service, and second, billing clients for services they shouldn't be. I feel I have already paid them and this amount i am being billed for is frauduent.

  Business response

  06/06/2024

  We have reached out to the consumer. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This started with a contract signed in September of 2022. They were to extract my lower teeth and put implants in. I had my teeth pulled January of 2023. There after I got my dentures. I went in maybe two times to get my gums checked. Then they said I had to wait for 6 months for my gums to heal. Six months came and I went in to see if everything was going to plan. Thats when they told me they didnt have a dentist to complete the procedure. That I had to wait till they got a new dentist that would be able to finish. I checked back in July, I was told maybe August. They would call me when they got a dentist. September came and they said the office in ******** would be calling me to finish the job. Needless to say, its almost December and I havent heard anything. All this time my temporary dentures dont fit very well. My gums have receded and. I cant eat with the bottom plate in. Im hoping that I can get some relief and get this taken care of. Please help me. ***********************************

  Business response

  12/19/2023

  [BBB Transcription via Phone]

  We let her know that she would need to contact the Sandusky location. We have also contacted the location to reach out to the consumer. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a full set of dentures made with two implants on the bottom which costed me about $12,000 I haven't even had them a year and six of the teeth have legit fell off of my upper and lower denture yes I did glue them back on but one of them I swallowed so now the bottom plate is missing a tooth I had dentures prior to receiving these at Aspen dental for about 20 years and not one of the teeth fell off the plates so obviously I feel these dentures at Aspen dental we're not made right I feel they will not help me and I will have to pay out of pocket a lot more money because I spoke to someone who said I messed up the warranty by gluing them I told them I had no other choice I need help with this issue they have gotten more than enough money from me please help me

  Business response

  10/10/2023

  [BBB Transcription via Attachment]

  Dear Sir/*****,
  
  We are writing to acknowledge receipt of the complaint filed by ***************************** regarding their experience
  at the Aspen Dental branded practice located in *******, 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,
  *****************************

*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. ↩