ComplaintsforAspen Dental

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I paid Aspen Dental $2,600 in addition to 3 claims they submitted on my insurance, and was discharged as a patient with 2 temporary crowns on 2 teeth, that have both failed individually since the dentist put them on. My first visit for the repair was for one root canal and to measure another tooth for a replacement crown. Another dentist did that root canal years prior. They were just measuring for a replacement permanent crown and placing a temporary for the interim. This visit turned into 4.5 hours because ASPEN Dental only had one dentist on staff who left during my procedure for 2 new patient exams, one of which was needing full dentures to replace their teeth per the assistant that called the doctor away.. I expressed that the back temp crown was not correct and that I couldn't close my mouth properly. The physician had already left for the new patient consult, and his assistant started scheduling my follow-up exam, completely ignoring my concerns. I went to the parking lot to cool down, then returned to explain again that I was uncomfortable and the crown felt off. The dentist looked again but made no adjustments. Later that day, the local wore off, and the pain was excruciating. Their front desk advised to take 800 MG ibuprofen with 1k MG Tylenol, that "it works the same as a narcotic," and that she'd ask the doctor to call in 800 MG ibuprofen. I never heard anything else from the dentist office that day. The following 3 days, I dripped blood from my nose at random, but the doctor insists he never penetrated my sinuses. Three days later, the back temp crown shattered in half as it was the first contact point when closing my mouth. My spouse called and was told they were full but would TRY to get me in the next day.. he declined, and an emergency appointment was scheduled to repair the broken crown. A replacement temp was put on. This time, the dentist carved down the temp until it was no longer the first point of contact. All seemed well until the permanent crowns were ready...That weekend, we drove to a wedding several states away, and I woke up to the temp crown ON a FRONT TOOTH splitting in half. A local dentist re glued it lol but it shattered that afternoon. Upon getting back to *** and scheduling an appointment, I was frustrated with the experience and scheduled another emergency appointment to fix my missing front tooth.... this time, I recorded the entire interaction on my watch, was harassed by the dentist, and asked 4 times what I ate that would have broken it. He finally assessed that grinding in my sleep was the cause when I explained that I woke up to it breaking.. While the dentist and assistant created a new temp crown, the dentist noticed my watch and assumed I was timing his work.. he stopped mid procedure and said he felt uncomfortable because he's lost my trust and that I may argue the color was mismatched upon completion and that he couldn't finish my treatment?!?! Their office manager then became involved, when I advised that the entire encounter had been recorded she became irate and advised I illegally recorded in their office and was being discharged as a patient and refunded for amounts paid for the 2 crowns.. 12 days later, I have 3 claims on my insurance, no refund of any payment, 2 temp crowns that I was instructed not to chew with, pain that continues on the front tooth, and no idea when this will be resolved because insurance won't pay another claim on the same teeth..... I eat soft foods that can be torn apart, but each day, the front temp feels more out of place and causes pain..To make it worse, I found the dentist left Aspen Dental THE NEXT DAY and opened a new practice, Redeemed Smiles....

  Business response

  07/23/2023

  Response attached.

  Thank you for the opportunity to respond to the complaint filed by ********************************** on behalf of the *************, ** (Memorial Landing) Aspen Dental branded practice, owned and operated by **************************************, D.D.S., P.C. 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

  07/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: No answer has been provided and the business advise they would communicate directly with me. 
  
  Sincerely,
  
  **********************************

  Business response

  08/01/2023

  This case is still under review.  Please allow more  time for a response.

  Business response

  08/03/2023

  This case is still under review. 

  Customer response

  08/04/2023

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

  I'm still going through treatment to repair aspens mistake and continued review for 2 months with no response is unacceptable.  

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

• Initial Complaint

  05/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  09/09/21 went to Aspen Dental for a permanent partial to be made. I paid $1000.00 up front to pay my half plus extra's since I did have insurance with Delta Dental. Aspen Dental took X-rays , impressions , pulled a lower left back tooth that I was told was broken so they could not refill the tooth or save it. So, after all this I was taken up front to pay my part of half of the partial and the extras insurance would not cover. I was given an unreadable receipt (due to their copier) but later requested a copy 3 times and was never sent one not by email, fax or mail. My complaint is that I had to wait 6 months for my partial and not being able to wear the little flipper due to ill fitting and it coming out when I ate. When I returned April 7th I had by then changed insurance companies, I now have United Healthcare Dental. When a predetermination was submitted by Aspen Dental, my new insurance company denied to pay , but Delta Dental had already paid for the permanent partial. Aspen dental submitted the information and I was told I now owe $900.00 for my partial which had been paid by Delta Dental and myself on the September claim to Delta Dental. This is illegal billing because Aspen Dental is trying to charge twice for the same partial. Now Aspen is texting me telling me to make an appointment to start paying on the $900.00 to get my partial. I don't feel I owe this much since it has been paid but they are saying the money that was paid was for that little flipper and the extraction. I am disputing their charge for the permanent partial for these above reasons. Aspen dental is duplicate billing on the partial due to my payment and the payment from Delta Dental.

  Business response

  05/13/2022

  Response attached.

  Thank you for the opportunity to respond to the complaint filed by *************************** on behalf of the *************, ** (Westgate) Aspen Dental branded practice, owned and operated by *************************************, D.D.S., P.L.L.C. 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

  05/16/2022

   
  Complaint: 17185638
  
  I am rejecting this response because: I was contacted by Aspen Dental 05/16/2022 by phone and I returned their call on this day .    Spoke with ***** ,  she noticed I had made a complaint and she was contacting me to find out what the problem was.   I explained why I was making the complaint , that they had billed it incorrectly because I didn't receive my permanent partial on that day.  Delta Dental my insurance at the time also believed they paid for a full partial. Stacy  stated the billing was correct and kept saying I had signed a contract to come back in and pay the remainder of $700.00 more for my partial ( which was not the amount I was given on Sept 9th ).    Because what I paid for , on Sept 9th was for the immediate resin based partial for $1089.00 , my part after ins for only  this item was $352.50 , but my total paid that day was $1000.00.  I was thinking when I paid that amount it was my half (after ins ) for the permanent partial. What I got was a temporary flipper that won't stay in my mouth and I can't eat or drink with it and come back in 6 months.    After this time I had changed insurances and Aspen then did a predetermination to United Healthcare for the permanent partial and the insurance denied due to pre-existing reasons.   So I  was told my amount for the permanent partial was going to be $900.00 by the office staff , to me I would be paying twice for a partial that I still have not received.   No offer was made to satisfy me or my complaint and was told she would be sending the documents that I requested in April,  I told her to send them in the mail because I was told the documents had been sent 3 times already by email and fax . 

  So yes I am rejecting and still objecting to their so called resolution to this problem.   I want my partial that I and Delta Dental paid for .  
  
  Sincerely,
  
  ***************************

  Business response

  05/18/2022

  Thank you for the additional information.  We will review and respond directly to the patient. 

  Customer response

  05/24/2022

   
  Complaint: 17185638
  
  I am rejecting this response because:   I have not received the documents, they say I have signed and that  they would be mailing out in the mail.   I have not been contacted by Aspen Dental regarding getting my permanent partial that I  and Delta Dental paid for.   I am not happy with Aspen Dental's billing practices as they billed for and received payment on something that was not  made or given to me as their patient. 

  Still waiting to hear from someone regarding the status of my complaint. 

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

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