ComplaintsforAspen Dental
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Plain and simple, I purchased dentures in 2022 and was told that " If we can't make it right than we will refund". Well I returned several times to have them work on my mouth and the dentures. The last time I went in they said that was all they could do, and that I would need to have implants. I was so upset that they didn't realize that I was not a good candidate for dentures. They should have realized that before starting to pull my teeth. I just did not want to deal with them, and thought there was nothing that I could do.Business response
06/24/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!Customer response
06/27/2024
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,
*****************Hi this is *** O'Dell, and I reviewed your request. The following is the information requested.
*****************---********************************************************************************--Phone# ************--Acct# ************** of Birth- 12/10/1953
I am not closing the case, just responding to the request. if you have any questions please feel free to contact me.
Business response
07/16/2024
Response attached.Customer response
07/25/2024
My case has not been resolved. Aspen dental called and we returned the call. ******** (the person who called from Aspen) was going to return our call, but no return call yet.Business response
07/29/2024
The office has left a voicemail to reach the patient twice now with no response. Please call ************, option 2 to return the Operation Manager's call.Customer response
07/30/2024
Complaint: 21887945
I am rejecting this response because:
I have not had a return call, after I called back and ******** was busy. Today I called and spoke with ********. They want me to come in for an evaluation. My appointment is on August 5th.
Sincerely,
*****************Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Because of Insurance changes my mother previously contacted this company multiple times over a bill. They never sent another bill after the last phone call then sent me to collections. Almost a year later! This company collects money up front for services before they are even done, then it is difficult to get a refund when they dont do the service. They are not transparent with their billing. Which makes it very hard to dispute charges.Business response
06/02/2024
Response attached.Customer response
06/06/2024
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.My mother spoke with ******** from the ******* Aspen Dental office with myself present on 6/6/2024. All accounts have been resolved, thank you for your help with this matter.
Sincerely,
*********************Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Before I begin my review, I want to highlight how dangerous this facility is, largely due to the behavior of their oral surgeon, *******************************. I am a heavily tattooed person, which ****************** complimented upon meeting me. However, as I was undergoing sedation for a tooth extraction, ****************** took it upon himself to grasp/touch my body for purposes unrelated to the procedure, solely to view my tattoos, without permission. He stated that he enjoyed looking at others' tattoos, but to touch my body when I am hooked up to machines and IVs with my mouth blocked open? It is impermissible to touch a patient in a vulnerable condition without consent, and he has contributed to an unforgettably traumatic experience with Aspen Dental.To rewind, I went to Aspen Dental with a tooth emergency after a former dentist couldn't accommodate my treatment in a timely manner. Booking with this facility and getting a general exam was a pleasant experience, but that's about it.Despite having xrays done at my previous dentist barely a week prior and providing these to Aspen, I was still required to redo the x-rays at a charge. That should have been my first red flag.I've already expressed my disgust with ********************** behavior, so I'll skip ahead to my post-surgery. Nearly a full week after surgery, I do not have dry socket, but do have continuous bleeding, pain, and swelling. I am too nauseas to eat, hold down medicine, sleep normally, and am bleeding too heavily to stop using gauze. Upon calling their facility for support, my options were to either go all the way to ********* and subject myself to ********************** unprofessionalism again, or "hang in there" and "remember not everybody's healing journey is the same".Throughout the entire process, my name was misspelled, and I was misgendered numerous times (they do not care to ask about your pronouns).Business response
05/10/2024
Response attached!Customer response
05/10/2024
Complaint: 21679611
I am rejecting this response because: I have spoken to ****** from the patient experience team who responded to my public review, ******** from the Aspen Dental office in question, as well as someone from the **************** In all three conversations, I was asked to recount this traumatic experience in detail. I did so for ******, but chose not to when ******** and the regional office called. It his harmful to make a person relive a traumatic experience in detail over and over again, and absolutely nonsensical to ask for these details when they have already been provided to Willow ****** desk receptionist), ****** (on a recorded line), and in both my ****** and BBB reviews. Instead of moving towards a path forward, we are merely rewinding and expanding the pain this experience has caused me. Both ******** and the regional office made it clear that I will not be refunded any amount due to the assault and botched surgery, and there was no mention of a direct apology from ****************** or any the individuals who made suggestive comments, misgendered me, or stood by and watched ****************** grasp my body.I frankly do not care that this office is undergoing some type of investigation or training. These are professional adults in a healthcare setting in the 21st century, who collectively should have known better to begin with. The lack of resolution over a week later, be it from the local or regional office, has shown me that this organization as a whole stands by their actions, has a severe moral deficiency, and has no intention of doing right by me.
Besides, a refund and apology don't erase trauma. A refund and apology don't change the fact that I will need years before feeling comfortable returning to a dentist, or any medical professional ever again. A refund and apology don't change the fact that this office lacks compassion, humanity, or humility about they way they treated me or the long-lasting impact they have had on my physical, mental, and emotional well-being.
I intend to keep my ****** review posted, and it has since been updated to reflect the lack of care or concern from Aspen Dental about this matter. My greatest satisfaction will come from the hope that potential or existing patients will think twice about trusting this organization to promote a safe healthcare facility.
Sincerely,
*****************************Business response
05/16/2024
This complaint is under review.Customer response
05/16/2024
Complaint: 21679611
I am rejecting this response because: I dont understand what is under review when numerous individuals associated with your company have already refused a refund (apparently I paid for the extraction that was performed and am still responsible for this amount despite being assaulted, having a botched surgery, and being denied a local follow up with a different doctor) and have not received any apology (besides ****** leaving a one-sentence apology on my ****** Review to save face publicly). My ****** review remains posted and updated with the outcome of my refund/apology request.
Sincerely,
***************************Business response
05/21/2024
This complaint is under review.Customer response
05/21/2024
Complaint: 21679611
I am rejecting this response because: It's the same non-answer that I received before. "The complaint is under review"? I feel they are putting on a show for the BBB, acting as if I didn't already speak to their front office team ********* patient experience team ********* the ***** office manager (********), and regional manager (didn't share a name) two weeks ago. Anytime I said I was uninterested in anything other than a refund or apology, they told me to have a good day and hung up on me. I don't feel anything is actually under review - this business made it clear weeks ago that they stand by their abhorrent handling of my treatment and experience.
Sincerely,
***************************Business response
05/28/2024
This complaint is under review. please allow additional time.Customer response
05/29/2024
Complaint: 21679611
I am rejecting this response because: Yesterday (5/29) I spoke with **** (?) who confirmed I would be refunded for the surgery as long as I remove my negative reviews. I agreed to do this and was told paperwork would be sent to ********************* to move forward with this agreement. Nearly 24 hours later, I have not received anything. I will not remove my reviews before the paperwork has been provided.
Sincerely,
***************************Business response
06/10/2024
This complaint is under review. Please allow additional time.Customer response
06/10/2024
Complaint: 21679611
I am rejecting this response because: I have heard nothing since speaking with ****(?) on May 28. I returned their call same day - phone number ************. I was told that a form would be emailed to me so I could agree to remove my reviews in exchange for a refund. I confirmed that the email address they had on file was accurate. As of today there is nothing in my inbox, spam, or trash from Aspen Dental. Can we please wrap this up and move on?
Sincerely,
***************************Business response
06/17/2024
The release the patient is referring to was mailed to the patient on 6/4/24. Today, 6/17/24, it was also emailed to the patient via encrypted email.Customer response
06/17/2024
Complaint: 21679611
I am rejecting this response because: I was NEVER sent a release form on 6/4, and only received one moments after your BBB response today. I am also deeply insulted that in spite of me outlining your team constantly misgendering me, you have the gall to address me as "Ms" in this letter. You sicken me. I will sign the letter and return it at my earliest convenience. Please, for the sake of humanity, do better as a professional and as a person.
Sincerely,
***************************Initial Complaint
03/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I went in on 2/29/2024 and got x-rays done (free as I have no insurance). Was told I needed a few fillings and root canal. They got me approved for an American First Finance loan with a $100 down payment. I paid and then after another day or two, I decided I wasn't a big fan of how Aspen Dental treated me nor how they didn't truly go over the terms and conditions of the loan. I called and canceled and was told they'd handle closing the American First Finance loan. I still show an active loan and payments to start coming out of my account on 3/28 with no response/help from either Aspen Dental OR the loan company. I am out $100 and got ZERO services and yet showing a balance of the full loan still. This is a total scam and makes me extremely uncomfortable. I will never give Aspen Dental business again. I am still waiting my $100 for a down payment on a loan I'm not using and Aspen Dental not only has that $100 but the $2300 from American First Finance.Business response
03/18/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to Aspen Dental ********** on January 3, 2024. X-rays were taken and I had a consultation with a dentist. I was told that none of my teeth were salvageable, that they all needed to be extracted and I would need dentures. Devastated and reeling from this information I applied for financing. I was approved through ************************* After thinking about it for a few days, I called Aspen Dental and cancelled all procedures going forward. I did not get impressions. I did not get anything extracted. I did not go forward with any treatment whatsoever. In fact I have not returned to that office for any appointments at all. I informed American First of this and cancelled all financing. I have been informed by American First that Aspen Dental is claiming I have received some treatment and are only willing to refund partial payment. Because of this American First is saying I owe them for the money Aspen Dental is keeping.Business response
03/12/2024
Response attached.Customer response
03/12/2024
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
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Aspen Dental made me a set of dentures top and bottom about 2 years ago. They never really fit right. I have gone back to them numerous times for adjustments and they still do not fit right. I have trouble chewing and painful rubbing on my gums sometimes. Aspen has a money back guarantee but they never offered to replace the denture (the top one) or give me my money back. finally I quit going back to them because it was useless. Now they send me a bill from June and I do not even know what it is for. I cannot reach them by phone and have tried for two days. I do not think I owe the bill, I think They owe me a new denture or a refund.Business response
03/07/2024
Response attached.Customer response
03/09/2024
Aspen Dental left me a voice mail saying they would like me to come in so they could look at my denture. I have not replied to them because they have adjusted the denture far too many times without success.Customer response
03/13/2024
Complaint: 21396485
Please let Aspen know that I would like either a refund or a new denture.
Sincerely,
***************************Business response
03/13/2024
This complaint is under review.Customer response
03/21/2024
This complaint has not been resolved. Aspen has not contacted me to do anything about my ill fitting denture.Business response
03/28/2024
The office has tried to contact you on 3/8, 3/13, 3/14, 3/27. An email was also sent with no response. Please call the office.Customer response
04/04/2024
I have an appointment next week for the to try and repair my denture again. No mention of a refund or replacement. Im sure i will be contacting you again about this.Initial Complaint
12/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I needed a tooth pulled so bad that I couldnt eat or sleep so I went to Aspen dental who did the free exam and estimated all work at almost $20,000. So I signed up for the Fortiva card knowing I needed some things right away. So I was approved for $3000 they immediately asked if I could get all the fillings and extractions done at $2057 running up the card I didnt care needed them out . Two days later my insurance card come in reminding you I already had insurance just couldnt wait on the card! So now Im paying $149 monthly and I had all fillings done and extractions. My Insurance was put in for only two procedures so far the extraction of one molar and one filling. And they were filled and paid out within a week! I dont understand why I called and its been three weeks and they told me to wait and I have yet to see them file anything else! They are taking their sweet time to input the claims when I could really use the money Im double paying for treatment because they were already paid thru the Fortiva card and now my insurance is covering a minority of the rest of it and with those only two filed I already have a negative balance in my Aspen Dental account they are just holding and wont even refund back to the cardBusiness response
12/12/2023
Response attached!Customer response
12/15/2023
Complaint: 20991391
I am rejecting this response because: Aspen dental went in and just paid what was left on my account and refunded $400 . I know for a fact my insurance covers all the gingivitis treatment I was charged for even gave me a $135 tooth brush I though was free in a little bag they gave to me on my way out I called being nice as possible not wanted to be u know that person. But when youre a single mom and they just take advantage of you is sick! The rest of the claims were never filed just sent the money from the only two that was filed! I can see my insurance has an app to let me know pending claims and Aspen tells me to wait a few weeks well 4 weeks later its like they dont even care! Im paying $149 a month I dont have to Fortiva. My insurance has app play by play of how much I have left what is covered and how much itll cover and when claims are made the moment they are !
I have a filling on a tooth that had a small filling and now its decaying and turning black and its the last tooth I have to eat with I cant even try for dentures with the $1500i still owe and my insurance will pay for half of my dentures as well
Sincerely,
*********************************Business response
12/18/2023
This complaint is under review.Customer response
12/19/2023
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 had a complete miscommunication and misunderstanding of what was going on and wanted to apologize to the business.
Sincerely,
*********************************Initial Complaint
11/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11 /21/2023. Paid $1350 for upper denture with 8 year repair warranty. Asern is refusing to honor the repair warranty and will not give a refund.Business response
11/27/2023
Hello - I am trying to locate your account, but I am unable to find an account associated with the name, phone number, or email address that you listed on this complaint. Can you please provide any of the following that you are able: the name on the account, date of birth, account #, phone # or email address on account.Customer response
11/27/2023
*************************, **** *************, ***********, **. *****. DOB=11/22/1953. ************. Complaint against Aspen Dental. *************************************. ******,**. *****. Aspen refuses to honor four more years of dental repair. They will not return price of denture. I would like my money back or make them honor remainder of warranty..They will not return phone call to get account number or any information.Customer response
12/04/2023
account information. #*******Business response
12/13/2023
Response attached.Initial Complaint
10/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged $231.88 for office visit for my son, ***************************, on 1/31/23 for eval to extract wisdom teeth that Aspen Dental told me would not be covered by insurance. My insurance covered the visit 100%. I prepaid for extraction that was done on 3/1/23 of $954.92 and was told due to my son's anxiety he would need additional med during visit so I had to pay an additional $69.20 at check in. . The total *** received from my insurance was $952 my responsibility for everything. Aspen overcharged me by $283 and still has not refunded the overcharge after several phone calls. I am repeatedly told their billing system is down and can't see my overcharge/refund. Billing system down for several months? The fourth call I told them I would report them to the BBB. I just want back what was overpaid. I can't use my HSA card until I refund that money back. The *** doesn't match what was paid to Aspen. (trouble uploading *** and Receipts - I can fax them)Business response
10/16/2023
Hello. Please reply with the patient's address, phone number, date of birth on his account. I am having trouble locating *************************** in OR. If you have the account number on any statements, that is actually most helpful. Thank you!Customer response
10/16/2023
Patient: ***************************, DOB 4/20/2001, **** # **********. Address that *** be on file but is no longer correct is *********************************************************************. Current mailing address is *********************************************************************. No phone number on file. ******************************* current phone # is ************.Customer response
10/23/2023
More InPatient: ***************************, DOB 4/20/2001, **** # **********. Address that *** be on file but is no longer correct is *********************************************************************. Current mailing address is *********************************************************************. No phone number on file. ******************************* current phone # is ************.formation...Initial Complaint
09/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid 1700$ for a upper denture before the denture was delivered. Once the payment was made , I attempted to have the denture delivered before the dentist relocated, but my attemps were unsuccessful. My case was then sent to ****** office, where my denture was made badly. My complaint is with soley the tech in ****** who designed my denture which he had a duplicate to copy from . He disregarded the duplicate and made his design. Since then I've nothing but problems with the denture and I don't trust that tech to repair. I can't wear comfortable and sores and my credit rating has been Jacked up behind bad business. It's been 3 months , ive had plenty patience and it's been problems, I've had to swallow and take a lost.Business response
09/19/2023
Response attached.
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Customer Complaints Summary
35 total complaints in the last 3 years.
9 complaints closed in the last 12 months.