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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/12/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Aspen Dental charged me 1400 dollars more than i was supposed to be charged for dental work. They pulled my credit and gave me no options to have dental work done due to serve pain forces to finance dental work for the incorrect amount. Not only did they pull my credit they charged me 30% apr for a 2k balance which should have been 700 if the employee did her job in the first place before assuming the co pay was 2k instead of 700. Financing dental work for something i did not need to finance which could have paid out of pocket and avoided pulling my credit and adding another liabilty to my credit report could have all been avoided the aspen dental would have done their job in the first place. I think they are in the business of robbing people and destroying peoples credit.

    Business Response

    Date: 06/04/2023

    June 4, 2023

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Mechanicsburg, PA Aspen Dental branded practice, owned and operated by Desai Dental Associates DDS, PC. 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,
    ***** ******
    ***** ******
    Manager, Regulatory Relations
    Aspen Dental Management, Inc.

  • Initial Complaint

    Date:05/03/2023

    Type:Billing Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In June of 2022 I had an office visit with Aspen Dental Mechanicsburg Pa for a tooth extraction. When leaving the office, I was told they would file claim with my insurance and I would be billed for amount Insurance did not cover. Here it is 10 months later I have never received a bill and they have never filled a claim with my Insurance. I have tried calling this office but they will not answer phones and have left messages for them to call me back which they have not. My Insurance company also tried calling but got the same response. Found out today they have turned me into a collection agency for full amount, not the amount I would owe after Insurance. Tried calling office today with same response…no answer. I am not trying to avoid paying them, I just want it to be what I owe after insurance has paid and remove me off collections.

    Business Response

    Date: 05/22/2023

    May 22, 2023  
    Dear Sir or Madam,  
    Thank you for the opportunity to respond to the complaint filed by ******* ****** on behalf of the  Mechanicsburg, PA Aspen Dental branded practice, owned and operated by Desai Dental Associates  DDS, PC. 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,  
    Manager, Regulatory Relations  
    Aspen Dental Management, Inc.  


    Customer Answer

    Date: 05/30/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:
    It is going on the end of the 9th day that I have to reply to Aspen Dental.  They nor the office in question have made no attempt to contact me as letter stated to resolve this issue. If this is what you call Customer Service, wrongfully being turned into collections when no attempt has been made by you to file my claim to Insurance or even send me a bill, you’re sadly mistaken . I am not refusing to pay my part but you have to do your part. Customer Service means taking care of your customers not taking advantage of them. You are in the wrong. 

    Regards,

    ***************************

    Business Response

    Date: 06/07/2023

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

    Business Response

    Date: 06/11/2023

    This case is still under review.

    Customer Answer

    Date: 07/21/2023

    I have received no response from Aspen Dental Mechanicsburg to this date on compliant with BBB. 

  • Initial Complaint

    Date:04/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/24/22 I was seen at Aspen Dental for cracked tooth. Dr. ***************** started procedure to crown tooth on 11/28/23. When I returned to aspen dental to have Crown placed on 12/16/22 at this time I was in a lot of pain. I talked to a dentist who recommended root canal. Root canal was done. The issue I have with Aspen Dental is they used the dentist who told me I would need a root canal as doctor who performed the crown preparation.. She was not the dentist who did work. I have called Aspen Dental and they keep telling me they will request claim to be corrected. but it has been 3 months and they have not updated the claim. I have been in contact with my dental insurance company and they said the claim was be corrected by Aspen Dental. Is there anyway you can encourage Aspen Dental to correct the claim for my dental work. Since the dentist they used is not a provider for my insurance company it makes the cost of this dental procedure more than twice the amount I was quoted. Thank you for your assistance.

    Business Response

    Date: 04/11/2023

    April 11, 2023

    Dear Sir or Madam,
    Thank you for the opportunity to respond to the complaint filed by ******** ***** on behalf of the West York, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA PLLC. 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,

    ***** ******
    Manager, Regulatory Relations
    Aspen Dental Management, Inc.

  • Initial Complaint

    Date:03/02/2023

    Type:Billing Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was lied to about the amount that was owed for part of a dental procedure. I was told I would owe $1787.32 . My insurance said they laid 85% and my insurance also stated that Aspen Dental is “double dipping “ because they were already paid by Delta Dental. I only owe $208.25. I am left with a large amount on a credit card that is not collecting interest. They won’t get this escalated or take care of this. I need a resolution ASAP. This has been ongoing.

    Business Response

    Date: 03/05/2023

    March 5, 2023  
    Dear Sir or Madam,  
    Thank you for the opportunity to respond to the complaint filed by **** **** on behalf of the West York,  PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA PLLC. 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,  
    ***** ******  
    Manager, Regulatory Relations  
    Aspen Dental Management, Inc.  


    Customer Answer

    Date: 03/12/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    You are now sending me a bill on top of everything else you put me through. Not only have you caused me grief and pain during the procedure, through the shady billing process, but now I have a new bill from you office. I want this resolved and I want it done now. We are going on 2 months of this nonsense. 

    Regards,

    *****************

    Business Response

    Date: 03/14/2023

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

    Business Response

    Date: 04/07/2023

    The case is still being reviewed.

    Customer Answer

    Date: 04/21/2023

    They have not contacted me or made things right on their end. Thats just sad. Honestly I will never use Aspen Dental again.

  • Initial Complaint

    Date:02/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Needed dental clearance for open heart surgery and Aspen Dental had the earliest appt time. Went in and was seen by a hygentist and then the dentist. The dentist said I was clear for surgery and signed the form. I get to check out and the receptionist was pushing for a deep cleaning and insisted that is what the hygienist wanted. Told them the dentist approved me and I didn't have the 2 grand they wanted for the dep cleaning. My form was sent to the surgeon but when I cancelled the appt they insisted on, they called my surgeon and told him I had periodontal disease, and active infection. So my heart surgery has been set back for at minimum 2 weeks and that is if I can find someone to redo my exam and then if necessary do the cleaning. They had no right to call my surgeon as the receptionist is not the dentist. The dentist approved me for surgery and the receptionist/hygienist by passed her recommendation by calling my surgeon and they had no right to over ride the dentist and have unnecessarily caused me possible harm by having a needed heart surgery completed.

    Business Response

    Date: 03/03/2023

    Dear Sir or Madam:

    Thank you for the opportunity to respond to the complaint filed by ************************************** on behalf of the Mechanicsburg, PA  Aspen Dental branded practice, owned and operated by ***** Dental Associates DDS PC.  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

    Date:12/28/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I visited the Aspen Dental location in Mechanicsburg, PA to be told that I had impacted wisdom teeth and had to have surgery immediately. I paid my copay/deductible of $721 on 1/28/2021 and was told that was all I would owe. I had the surgery done on 2/4/21 with no complications. About a year after the surgery, I received a bill for a large amount. I called and spoke with the manager who told me she had just taken over this role and they had been having issues with billing to insurance. She assured me this would be corrected and I would not actually owe this amount. November 2022 I received another larger bill in the amount of $1,156. I have tried to call the office numerous times, left multiple voicemails asking be called back for an explanation as to why I, again, am receiving a bill. None of my calls have been returned.

    Business Response

    Date: 12/29/2022

    December 29, 2022  

    Dear Sir or Madam,  

    Thank you for the opportunity to respond to the complaint filed by ********** ***** on behalf of the  Mechanicsburg, PA Aspen Dental branded practice, owned and operated by Desai Dental Associates  DDS PC. 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, 

    Julie G*****  
    Manager, Regulatory Relations  

  • Initial Complaint

    Date:08/30/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went into Aspen Dental in April 2022, teeth were extracted and temporary dentures were given. I've been in the office every week since April for adjustments to teeth that never fit correctly. Dr. * blamed me for the teeth not working and claimed my expectations were too high on teeth I'm paying for. As of August I gave back all temp dentures and told them I want a refund since Dr. * said he and his staff can no longer help me. Now they're dragging their feet to return any of my phone calls with any information on my refund. I've been waiting for 2 weeks now and nothing. I call and they say they will call me back and still NOTHING. No refund. No teeth. No nothing.

    Business Response

    Date: 09/06/2022

    September 6, 2022  

    Dear Sir or Madam,  

    Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the West York, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA  PLLC. 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, 
    Julie G*****  
    Manager, Regulatory Relations 

    Customer Answer

    Date: 09/16/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: 

    I returned my temporary teeth back in August 2022 as required in order to get my refund and still no one from Aspen Dental can tell me how much or when I will be given my refund. I get attitudes, cut off while talking and the same empty apologizies from their office manager. They are quick to tell me how much I owe them after I receive my refund but yet cannot given me a single piece of information regarding my refund. Now it will be up to me to call again about my refund because no one ever calls back.

    Regards,

    *******************************

  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Services actually received include a deep cleaning, x rays, one root canal, and two crowns. I was told that my insurance covered the root canal 100%. When the billing was processed, I requested only to be billed for the services performed not for future work as I was not scheduling any future work to be completed at that time. However, I was told they were having computer issues and the only way it would process if if they billed for 60% of all the recommended work. She said she would then process a refund for the work that wasn't done. I asked when the refund would be processed. She said within a couple of days. That was over two weeks ago and no refund processed. Whenever I try to call the office I always get routed to voicemail and nobody returns calls. At this point I have been charged for work that has not been completed and is not scheduled to be completed.

    Business Response

    Date: 08/30/2022

    August 30, 2022  

    Dear Sir or Madam,  

    Thank you for the opportunity to respond to the complaint filed by ********* ********** on behalf of the  Mechanicsburg, PA Aspen Dental branded practice, owned and operated by Desai Dental Associates  DDS PC. 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, 
    Julie G*****  
    Manager, Regulatory Relations  

  • Initial Complaint

    Date:05/24/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to retrieve the rest of my ********** trays and to continue my treatment with the Aspen Dental in Mechanicsburg  since my sister in law left the practice I have been jumping through hoops I was told i need to come in for a visit with the Dr. I had an appoint ment go t rescanned in March 13th since then I have not received any trays and requested my old trays to continue my treatment.. My husband went two weeks later and received his ********** trau since then I have called numerous times and placed on hold

    Business Response

    Date: 05/26/2022

    May 26, 2022  

    Dear Sir or Madam,  

    Thank you for the opportunity to respond to the complaint filed by ******* ************* on behalf of the  Mechanicsburg, PA Aspen Dental branded practice, owned and operated by Desai Dental Associates  DDS PC. 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, 
    Julie G*****  
    Manager, Regulatory Relations  
    Aspen Dental Management, Inc  

Aspen Dental is NOT a BBB Accredited Business.

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