ComplaintsforAspen Dental

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Aspen Dental, specifically the Hilliard location in Hilliard, Ohio. On multiple occasions, I discovered that my signature was forged without my consent during my visits. Despite reaching out to the office nine times, I have received no response. In a recorded phone call, the manager, admitted to "scribbling" my name to expedite the process. This admission raises serious concerns about the integrity of their documentation. I am deeply dissatisfied with Aspen Dental's lack of response and accountability in addressing this issue. I request a thorough investigation and transparency regarding the forged signatures. My aim is to bring attention to this matter and prevent similar incidents in the future.

  Business response

  11/14/2023

  Response attached. 

  Customer response

  11/15/2023

  [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 1501 Hilliard Rome Road, Columbus, OH which is
  independently owned and operated by ********* 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.
  

  
  

  Customer response

  11/15/2023

  When I spoke to their customer service representative on the phone prior to the BBB complaint. She assured me I would receive the documents which were forged. I still have not received those via email. She claimed that they have tried contacting me 5 times. My telephone is used for work. I rarely miss a call and definitely don’t miss voicemails. If I could have a direct phone number or email address it would be great. I would like to open a line of communication. 

  Business response

  11/16/2023

  This case is still being reviewed.  Please allow more time.

  Customer response

  11/18/2023

  I hope this message finds you well. I am writing to bring to your attention some pressing concerns I have regarding the dental treatment I received at Aspen Dental. Despite multiple attempts to address these issues directly with the company, I have encountered challenges in obtaining a resolution.
  
  I have reached out a total of 10 times. In my attempts to escalate the matter, I requested to speak with someone higher up but have been unsuccessful in doing so. During a conversation with Aspen Dental’s customer service representative, *******, it came to my attention that the dental work listed on my treatment plan, specifically four crowns, has not been provided. In fact, I have not received any crowns or even a basic cleaning. This raises concerns about the quality of work I received. My bite is incorrect and the bridge I received doesn’t feel secured.
  
  This situation has become increasingly concerning, as my records do not accurately reflect the dental work I was supposed to receive. To address these discrepancies, I kindly request that Aspen Dental provide me with the documents pertaining to the treatment plan, including details of the work that was supposed to be done and the actual procedures performed.
  
  Regrettably, when I approached Dawn, another customer representative at Aspen Dental, seeking my medical documents related to my care, I was informed that due to the BBB case, I am unable to receive these crucial documents.
  
  I am reaching out to the Better Business Bureau in the hope of finding a resolution to this matter. Your assistance in facilitating communication and ensuring transparency would be greatly appreciated.
  
  Thank you for your attention to this urgent matter.

  Business response

  11/27/2023

  This case is currently under review. Thank you!

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir or Madam, I would like to share with you about my new dental bridge experience. First I would like to say, I do not blame any doctors, just need your help to solve this issue at this time. I started a new dental bridge from the very beginning of this year (2023) at your Aspen Dental office located in 867 Eastgate North Dr. Cincinnati, OH 45245, because my old dental bridge witch I used 7 years was broken. The first new bridge was placed/bonded in February by Dr. ******* Bent. The new bridge lasted a couple of weeks and broke. The second new bridge was placed a month later, it lasted about one month and broke again. When I came the office, I know Dr. ******* already left and Dr. ***** ******* took over it. After checking, he told me that he would make a metal bridge. The new metal dental bridge was placed/bonded in August, and it was loose again just after a couple of days. Could you please work with me for the followings. (1) The next dental bridge will be my fourth bridge. I was charged over 8 thousands dollars for the new bridge. Please work with Dr. ******* to use quality material for my next dental bridge. (2) I checked on website, on average, the lifespan of a new dental bridge is 5 to 15 years. So, please let me know how many years at least your new dental bridge can last (in writing), because my new dental bridges were already broken/loose three times within 6 months. (3) I have a job. I went to the office for this dental bridge many times. I lost money and my boss does not like this way to work. So the next dental bridge will the last one. If it still has problems, please return my money back. You can image how difficult for me to eat very day because I do not have teeth on the bottom (both left and right sides). (4) When I share this story with my family, friends and my coworkers, most do not believe this is true and suggest me to place this story on website. So next dental bridge will the last one, or please return my money back. Regards

  Business response

  09/13/2023

  Response attached.

  Business response

  09/13/2023

  [BBB transcription via attachment]

   

  Thank you for the opportunity to respond to the complaint filed by Tong Fu on behalf of the Cincinnati, OH
  Aspen Dental branded practice, owned and operated by ******* Dental Investments. 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.
  

  
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Aspen for caps on both front teeth. they charged me approx $2,300.00 with my insurance paying $1000.00. on March 12, they drilled down my permanent teeth and gave me temporaries and I was set to go back on the 16th to get my permanents. They weren't in. Then I had an appt on March 28 for my permanents. They still weren't in. My temporary came out last sat night which I called their emergency number. No call back. I called Aspen at 3;30 on Monday and was told they were too busy to deal with me. ***** did call me back on Tues to apologize and said my permanent crowns were already shipped and should be there anyday. Now its Good Friday and I swallowed my temporary crown that fell off in pieces earlier this evening. I have called the emergency number and was told a doc will call me back. again. I will not go ahead with my Easter plans looking like a toothless hillbilly.l I expect someone to come in the office tomorrow and take care of me. If not, I demand a refund or im going to small claims court. This is terrible and im sorry I ever went to Aspen!

  Business response

  04/14/2023

  Response attached.

  Business response

  04/17/2023

  [BBB transcription via attachment]

  April 14, 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 Columbus,
  OH (Hilliard) Aspen Dental branded practice, owned and operated by Lakireddy Dental 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,
  ***** ******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with Aspen Dental for Invisalign style braces. The services have been provided through the Troy office in Ohio. Initially all went well. They fulfilled each appointment scheduled, were easy to contact and always were in the office. Suddenly they stopped. The could not be contacted. They would re-schedule then not be in office. But they would be closed for cleaning. The stopped answering the phone. It would always go to voicemail. I stopped in at different times throughout the week for months and they were never there. I finally got in and it was a totally different crew. We set up an appointment hoping to pick up where we left off (I just need the final stage exam and retainer). The new crew is doing the same thing. They set up an appointment. Cleaned my teeth and told me the process would start over. and i need to pay an additional $1700. Hoping to work this out I set up another appointment for last Monday. On arrival to the appointment a sign in the window said they would return from lunch at 1. It was 2 and no one was in the office. Other showed up and we all left. My bill has been paid in full for Invisalign. I want Aspen dental to complete the Invisalign process we agreed to. Instead they are trying to get me to pay for additional services .

  Business response

  12/11/2022

  Response attached.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I experienced a very difficult time with Aspen ****** located at **** ***** ***** **, Streetsboro, Ohio. I was told my insurance would cover a majority of my expenses to have two implants place where I had two previous teeth removed. I had also checked with other dentists in the area and was given a total amount for my two teeth around $3500 each or $7000 total. I also verified that my insurance paid 50% of the cost of implants. My next appointment was cancelled and I was not informed. Showing up I went over my insurance with the office staff and was told my insurance was denied. Further discussion with my insurance and the office staff it turned out they had used the wrong information and it was denied because my insurance had no record for me with the information they received. My insurance was not going to pay for one of the implants. Apparently, unknown to me, I have a previous removed tooth from another insurance they would not pay, turns out since I am a veteran and the Government changed insurance (******* ****) ****** ****** to Government Employees (***** ******) Program. So during this visit I paid for the amount needed to continue further work. Returning for the fitting of the crown I found out the dentist did not have the digital image capability and rescheduled my appointment. Returning for the next appointment I found out the the digital machine was not going to be fixed soon so I agreed to do impressions. I now have two teeth that are much higher in size and cause my mouth to shift in my jaw when I bit. Also I found out, if the office did not submit the implant to my insurance which was not covered I would receive a discount. I now owe $876 and have paid almost $7,000 toward these two teeth. I would like some adjustment to my balance for the time and trouble I experienced. The total bill came to over $11,000 for two teeth whereas I expected $3,500 out of my pocket. Please consider a discount that I should be entitled and remove the $876.50 or 10%.

  Business response

  08/13/2022

  Response attached. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes I'm not happy with Aspen dental. I need immediate dentures. And they keep doing other appointments all the time. I need my teeth pulled due too health reasons. They keep doing over and over again wax stuff. Not happy

  Business response

  07/06/2022

  Dear Sir or Madam:
  Thank you for the opportunity to respond to the complaint filed by ***** **** on behalf of the ******, OH (********) Aspen Dental branded practice, owned and operated by ***** ******** DDS 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.

*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. ↩