ComplaintsforAspen Dental

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started the process of obtaining prior authorization for a replacement bridge in May, 2023 showing complete coverage with zero out-of-pocket. Insurance company never received the document despite the office manager stating it had been sent multiple times. We proceeded with treatment and three weeks later, the bridge was put in place. It was huge! I explained it felt like there was a Lego in my mouth. I was informed the discomfort was due to not being accustomed to having teeth in that location. After a few days, I contacted the office for an adjustment. The inside of my cheek was raw and since it was over-sized, it was impeding my speech. The dentist reduced the size of the bridge by grinding it down and sent me home to try it. I returned with the same issues. Additional grinding was done which included grinding my natural tooth above the bridge in an effort to make room. While I was there I explained a bottom molar on the other side was bothering me. X-rays were taken of an upper tooth so they redid them. That tooth broke on a Wednesday after hours. I called Thursday morning 11/2/23 and they told me the soonest they could see me was Monday afternoon. They said I needed to pay $167 to be seen because I reached my insurance coverage limit, and denied ever receiving a complaint about the tooth nor taking images. I went home and contacted the insurance co.. They stated I had not reached my limit according to their records and I located proof of payment for the tooth exam. Now I'm stuck until 2024 with an ill-fitting bridge on one side and a broken tooth on the other. This situation is also causing me to miss my six month hygiene appointment originally scheduled for the end of the month because I'm told the insurance limit has been reached. I believe the broken tooth should be repaired at no cost as well as the scheduled cleaning. I've been seen at this location since approximately 2013 and the dentist was made aware of problems with that tooth prior to it breaking.

  Business response

  11/08/2023

  Response attached.

  Business response

  11/08/2023

  [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 in ******** ** 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 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

  11/11/2023

  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.

  I need the repairs done using my insurance with no out of pocket required. I feel this entire mishap would have been prevented if my concerns had been acknowledged and resolved during one of my many appointments.

  Your help is appreciated.

*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. ↩