Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter had a first time visit with Aspen Dental. She was told that the visit would be covered by our insurance. She was never told she was getting X-rays ( she hasn’t been in a while so had no idea the things in her mouth were to take pictures) . They took advantage of a 19 year old on her own and not experienced. She asked them how much the visit would cost and they lied and told her it wouldn’t cost a thing. I tried calling and they were super rude and said oh well basically. I’m a nurse, this office seems like they are just out to make a quick buck and scam young clients

  Business response

  06/18/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating your daughter's Aspen Dental account with the phone number and name you provided. Do you have her account number? If not, please provide her date of birth, and a phone number or email address that is associated with her Aspen Dental account so I can better assist you. Thank you so much!

  Customer response

  06/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Daughter is ****** ******* **********
  Sincerely,
  
  ******* *******

  Business response

  06/20/2024

  Response attached.

  Customer response

  06/20/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about May 2 I called requesting a visit for a sore tooth. I was in great pain. They said they couldn't get me in till May 10, and to call because they always had cancellations. I called nearly every day up to then explaining I was in great pain. Finally May 10 came and I was told it was only an appointment to set an appointment. I explained that I couldn't make it much longer I was in so much pain and I thought today was the day they would fix it. Dentist said, A) we have to let antibiotics work first. I told him i had just finished a round from my doctor. B) it's been six months and things change and C) you will have to wait two weeks to get in. I pointed out the sign in front that says Emergencies and walk-ins welcome. He said oh, well that's just to look at them, not do anything right away. He also said no one told him in any of the times I called that i was in great pain. Then he said go talk to the office manager and we'll see about getting you in. He left me crying in pain in the room and NO ONE bothered to ask why. Then office manage came to talk about finances. The total lack of compassion and putting off my care forced me to go to another dentist and spend 1300 to have my tooth fixed. I want it known that this company led me on with promises they had no intention to fulfil and I do not want a bill from them. I already spent 227 of my own money and Well over a thousand in insurance with NO RESULTS.

  Business response

  05/17/2024

  Response attached.

  Business response

  05/17/2024

  [BBB Transcription via Attachment]

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

  05/20/2024

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

   I did get a call from Aspen but all they asked  was did I need anything like X-rays or anything sent to me. There was absolutely nothing addressed about my incident and I hadn’t gotten a response from the BBB yet so I told them I would let them know when I was ready. In actually I had already came and gotten my records but apparently they didn’t know or see that. 
  I established myself as a patient on Dec. 19 2023 and was told I did have an infection in a tooth. I was given antibiotics, X-rays were done and forced on me till I threw up, though I warned them I gag easily. Could they have not waited to establish me till the machine was working? I asked but they said I was fine. I wasn’t and I told them. 
  On May 2 or 3rd of 2024 I asked for an appointment for a painful tooth. They said the could get me in a week later, May 10 though I called almost every day trying to get in. On May 10 I was in so much pain I couldn’t sit still and thought I was there to have my tooth fixed but the young tech who did my ex rays said I was only there for a consultation. I told her I’d been trying to get in for a week and I was in great pain. She said it had been six months since I was seen and ‘things change’. The dentist also had no concern for my pain. He said well we have to let the antibiotics work. I informed him I just finished a round that my doctor had kindly ordered and I thought I was there to be fixed. I told him AGAIN that I was in great pain, and the sign outside said ‘Walk ins and Emergency welcome’. He well, you know, it’s just to take a look and schedule them. He also said that no one passed my call about pain to him so we’d have to schedule me and would send the office manager to talk to me about cost. At that point I began crying and he left me in the room, but said he called in a pain med for me. Which turned out to be for a four day supply when the office manager told me I couldn’t get in for TWO more weeks. I said I can’t go that long, and she said I can always call to see if there’s a cancellation, which I had already tried for a week! 
  My daughter was of course upset at my treatment and called them and they were to call me also and did not. I called their corporate on May 14 or 15 and said I want my money refunded for the 10th, I want my insurance reimbursed and I want them to be truthful about what they will do! Because of their negligence I have had to wait in incredibly deep pain, find another dentist who would fix me and so far pay over $1300 to the new dentist. I want that back too! I’m still in great pain from dental surgery that could have been attended to over a week ago. And it was not yet 6 months since I had been there, by the way. But these are the facts to my best recollection. Not to mention lost time at work, pain and suffering. I didn’t even get an apology. 
  
  Sincerely,
  
  ***** *****

  Business response

  05/20/2024

  This complaint is under review.

  Customer response

  05/22/2024

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

  This business needs to take responsibility for its negligence. Due to this poor care I received, I have lost several days of work, had an infection that went to the bone requiring a bone graft as well as removal of the tooth ($1300) and spent additional funds in new prescriptions. 
  Aspens website clearly states that they treat same-day dental emergencies, and I called in for a week straight requesting assistance. after finally getting into the office, the dentist told me that this visit was only for an assessment and did not treat any of my symptoms. In fact, the office stated that I could not get in for another two weeks despite me verbalizing my excruciating pain. When I requested that Aspen send my records digitally to another dentist for a second opinion, they told me that it would take 5 to 7 business days which required me to take off additional time from work just to get the physical copies and take it over to another dentist. I had two different dentists verify that the tooth would need to be removed. If they had treated me appropriately and timely, the infection would not have been as bad as it was, and I would not have as much pain and suffering for countless days. in order to resolve this issue I expect Aspen to reimburse me for all the care that I paid for as well as my insurance company, and the additional cost that I had to pay another Dentist, due to their negligent non-care which has depleted my funds and coverage. 

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had gone in for my very first appointment on June 30th. I was having severe tooth pain. I seen a male doctor who told me I need to have the tooth extracted. Okay, so I go to the front desk to schedule and she tells me the total. For the procedure. I pay half right then (I do not have insurance) half came out to be $161.50. I left, went to back on July 24th to have the procedure done. Paid the other half before going back. Which was another $161.50. Got back to the chair, a female dentist this time looked in my mouth for maybe 5-10 seconds and told me she recommend I see an oral surgeon. I said no. I just want this taken care of today and I don’t want to wait another 2-3 weeks. I asked for a refund at the front counter SPOKE WITH THE LOCATION MANAGER. She said she issued me a full refund. A week passed and I was just curious as to when I could expect to see it in my bank account and when I called to talk to the customer service rep, he told me he didn’t see any sign of a refund request on my account. So to sum this up the manager of that location lied to my face and told me she sent me a refund that she did NOT send. So in my eyes that’s a SCAM… in my eyes that’s theft. According to the customer service rep HE sent it through this time. But I honestly just don’t trust it. If not resolved I’ll just call the bank to dispute the charges. I got robbed for $323 when that office didn’t even extract my tooth that they said they could.

  Business response

  08/16/2023

  Response attached.

  Business response

  08/16/2023

  [BBB Transcription via Attachment]

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The office in order to schedule a tooth extraction made me pay upfront $948 they said this was what was required to schedule and what their estimate was with insurance coverage. The insurance paid their portion and they made me over pay by $596 when I made them aware of this issue they said they would send a request for refund. And I would see that in 7-10 days. It’s been 3 months, and I’ve called their office 5 times and each time they say they’ll try again. Still no refund.

  Business response

  07/06/2023

  Response attached

  Business response

  07/07/2023

  [BBB Transcription via Attachment]

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

  Customer response

  07/07/2023

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

  They have still yet to refund the owed money; when they do I will be happy to close the case, until then they will be held accountable for poor customer service and the inability to refund in a timely manner, after no less than 8 calls with various leaders in the organization spanning over 3 months. 

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to Aspen dental in November 2022, as a new patient. I had a routine cleaning and new patient screening/imaging done. Due to being dissatisfied with their services, I have recently switched over to a new dentist. I called Aspen dental to get my records and imaging transferred to the new facility. When I called, I was notified that they had a cyber security attack and they lost all records and imaging. Prior to me calling to get my records transferred, I was never notified of any cyber security attacks about my personal information being compromised. Additionally, my insurance will cover imaging every few years, and due to not being able to receive my previous medical records and imaging, my new dentist is unable to review any of those records. I am highly concerned about this facility losing these records and also not notifying of this potential breach of information

  Business response

  06/20/2023

  Response attached.

  Business response

  06/20/2023

  [BBB Transcription via Attachment]

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

  Customer response

  06/20/2023

  
  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

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've used Aspen Dental a few times and have regularly had issues with billing. I have dental insurance but for some reason they never put the bill through my insurance. I was able to resolve my bill last year with them after calling and they ran it through my insurance. I received another bill from this past January service and again I thought they would run it through my insurance but never did. I reached out to them a few weeks ago asking why they didn't run it through insurance and I was told I need to contact my insurance because of "age restrictions?". I called my insurance and they were able to reach out to Aspen while I was on the phone to resolve the issue and I was told we were all good. A few weeks later I received the same bill for the same amount but now threatening to send it to collections. I have called every Aspen Dental number out there and have not been able to reach anyone. I have left multiple voicemails, tried to contact corporate and some number and emails will not even go through. Now I have to risk my credit score because someone is not taking care of this.

  Business response

  05/16/2023

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is against Aspen Dental, Perrysburg, OH 43551. I had an emergency dental procedure. I contacted the dental practice a total of ten times on Monday, April 24th 2023. I left eight voicemails, literally pleading with them to contact me as I was in so much pain. No response: I contacted the main office ( call service). Even they couldn’t get hold of the local practice. They had to send them an email to enforce them to contact me. This eventually happened. An emergency appointment was set up this morning: April 24th. I am there promptly at 8am. No record of my account, no appointment, nothing. The excuse was the computers were down but I clearly saw other patients being escorted in. Why? Some kind of discrimination or prejudice was at play. All I know is they became adamant they couldn’t see me. I am writing this in fear and pain. The establishment and this complaint MUST be addressed as a discriminatory offense.

  Business response

  05/15/2023

  Response attached. 

  Business response

  05/16/2023

  [BBB Transcription via Attachment]

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was supposed to get a CROWN on my front tooth near the end of 2022. They put the fake crown on after injecting 4 times into my gums each visit in. My whole upper row of teeth has been ROTTING EXCESSIVELY, they would not call me back multiple times, then when they did it was only about billing and said I couldn’t come back to get my teeth done. But I’m now charged $1,600 for a faker tooth and more tooth decay at a rapid rate. This whole company is a scam just like ******* was on ******** years ago. I simply want to have that whole bill nullified and or voided entirely. I’d rather pay $3,000 to someone who could actually get ALL my teeth fixed and not inject me with 4 different chemicals other than numbing gel and get upset when I ask what they just put in my gums. The receptionist is amazing other than that only been there 3 times 1. To get it all looked at, 2. To get my tooth drilled down and put the fake one on 3. Then this 3rd visit they put on ANOTHER TEMPORARY crown and wouldn’t let me come back for my actual tooth being put on and then charge me 1,600 to my account when it was all covered on the insurance, minimal to pay was $700 out of pocket. I just want this resolved and to move on.

  Business response

  04/17/2023

  [BBB Transcription via Attachment]

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

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  November 28, 2022 I made an appointment to have a tooth extracted due to tooth being broken. There was a painful infection in the bone under the tooth over Thanksgiving. I was out of town and visited Aspen Dental in Ashtabula, OH and had X-rays taken and given amoxicillin for the infection. When I returned home, I went to the Aspen Dental in Perrysburg Oh for the extraction. The receptionist was not very welcoming. She got me an appointment that day at noon with an oral surgeon. When I returned at noon the receptionist said it would be $303. Then asked how I wanted to pay. I replied $303 with my insurance? She said yes. I paid the money and had the tooth extracted. I got no receipt. Two days later I went in for a doctors note because I was still in a lot of pain and unable to return to work. I wanted to talk to the dentist but was told that wasn’t possible. I wanted to know if I could get a stronger antibiotic because the amoxicillin wasn’t getting rid of the infection. The receptionist ignored me and handed me the doctors note. She made me feel like I was not wanted there. I had to go to urgent care for a stronger antibiotic. I emailed my insurance on November 28th and asked why a tooth extraction wasn’t covered and I had to pay out of pocket $303. On November 29th they told me they had no record of a claim for a tooth extraction. They only had an examination from the Aspen Dental in Ashtabula OH. I called Aspen in Perrysburg on December 1st and asked why it wasn’t turned into my insurance. The accounting person told me it was pending and could take up to 45 days. She never offered the amount that was charged. Two days later, my insurance sent me copy of the claim. I had to ask my insurance company how much was charged for the the extraction. They said it was $315. The insurance discount was $168.71 that was agreed on by this dentist for being part of Dentamax group. The insurance paid $146.29 I owe nothing. The claim has a check number for the check they sent Aspen Dental. I called December 9, 2022 to ask about my refund. They told me it was pending. They said it could take up. To 15 business days.or longer. To me that’s unacceptable. They had no problem asking for payment but it seems they’re dragging their feet on the refund. I just want my $303 back and will find another dentist.

  Business response

  12/21/2022

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

  01/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  I received the refund check December 30, 2022. That was 33 days after my extraction. 
  This office made me feel unwanted and a bother. 
  I asked the day of my extraction why I had to pay $303 because I had dental insurance. They told me to that was all my insurance would pay. They have software that generates an amount. Their software is wrong. If you go to my insurance website, it explains what is covered. My insurance clearly states that they pay 100% of surgical extractions. The other Aspen in Ashtabula OH didn’t make me pay anything for x rays or a visit. 
  The first response said they would reach out to me to solve the matter. I heard nothing. On December 27, I called the corporate office and the extension of the person who responded. I had to leave a message, but no one got back to me. I called the local office and the receptionist talked over me when I tried to ask for someone in their accounting. I asked about finding out if the refund check was sent out and she said that was not possible. 
  January 4, I received a letter from the corporate office with a record of the date they sent the check. That is all I wanted before I received the refund. 
  it’s too little, too late. 
  I got my refund and now it’s resolved but I will never go to Aspen Dental again. My daughter had gone there, but since all of this, she said she won’t go there either. Their business etiquette will be their downfall. 
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother (84) went into Aspen dental for a tooth extraction. While there she sat with ********* who told her that everything they were doing what 100% covered by her insurance. So she agreed to a flouride treatment, and had her tooth extracted. She then received a bill at home for $131.00 (their statements show nothing of billing, insurance etc) - when I logged onto her account to pay I saw she now had a balance of $314.00. I called over to Aspen who said that her dental work ended up not being covered by insurance. When I asked how that was possible and who checked her insurance originally and told her it would be, the lady I spoke with said that they had a faxed copy from the insurance stating 100% coverage. I asked to come and get a copy so I could contact the insurance she said no, that my mother had signed paperwork stating that this was for Aspen dental only and they didn't have to provide a copy to the patient. I feel like my elderly mother was completely taken advantage of. I understand that these dental places are upselling services and products, but to tell her she was 100% covered, then nothing was covered and somehow they won't provide the documentation to show that is unethical and should be illegal. I am not going to pay the $314.00 owed and fell they should clear her balance as this was complete deception. FYI - I am the executor and hold power of attorney for both of my parents.

  Customer response

  12/07/2022

  Please find POA attached.

  Business response

  12/11/2022

  Response attached.

  Customer response

  12/21/2022

   
  Complaint: ********
  
  I am rejecting this response because: It has been 10 days since they responded to this complaint and we have heard nothing from them at all.   
  
  Sincerely,
  
  ******* ********

  Business response

  12/21/2022

  This case is still under review.  

*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. ↩