ComplaintsforAspen Dental

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Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
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.
Aspen Dental is claiming after 1 year of surgery that I still have a full balance due. In contrast of my numerous attempts to present receipts, as of this date Aspen Dental has never contacted me directly and have been unresponsive and have threatened to affect my credit through a collection agency. It is worthy to note that I was informed by the Indiana office that their financial systems had been hacked into and they lost most of their files in 2023 after my procedure and payment in full. I received dental implants through the Indiana Pa, Office. Prior to surgery, I was informed that I had to prepay before they could do the surgery. I did prepay and according to the Indiana Pa office I was paid in full at time of surgery, 2/14/2023. December 13, 2022: $2,000 at the time of signing the agreement. (CC) December 30, 2022: $20,000 paid by check February 14, 2023: $7,306 paid (CC) On March 21, 2023, I received a refund of $2,103 because of overpayment.
Business response
07/31/2024
July 31, 2024
RE: ************** ** ********* **** *** ********
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 Indiana, PA which is independently owned
and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I've been promised by several business managers at the Indiana PA office multiple times that they will take care of the issue for me. Yet, nothing's getting fixed. The last business manager I spoke with, snapped at me and said I'll have to send them the proof AGAIN. I'll not accept the response until the issue is ACTUALLY fixed with a proper receipt - and I will need a formal apology for this whole mess. I've lost faith in those vague promises from this company.

Regards,

******** ******
Business response
07/31/2024
This complaint is under review.
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'll keep the case open till the issue gets fixed.

Regards,
******** ******
Initial Complaint
07/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In June and July 2023, I had three appointments at Aspen Dental in Hermitage, PA. During my first visit, they gave me a statement that included the costs of all services, including what I owed out of pocket and what they expected insurance to cover. I paid the out of pocket costs and provided my insurance information. In March 2024, about 8 months after my last visit, I received a bill from Aspen for the remaining costs. The bill was marked overdue even though it was the first communication I received from Aspen since July 2023. The bill included the costs they said would be covered by insurance. I contacted my insurance company, who confirmed they did not receive claims from Aspen for those visits. My insurance company contacted Aspen's billing department and learned Aspen filed the claims to my medical insurance, not dental. My insurance company gave Aspen the correct information. A few weeks later, I received a second bill from Aspen for the same amount, marked overdue with a threat to send to collections. I called the billing department again, and they told me to disregard the bill. I contacted Aspen management, and the claims were finally filed. I received EOBs from the insurance company and called to confirm they paid Aspen. Since then, I have received two more invoices from Aspen, still not reflecting payment from insurance. I contacted Aspen management again and emailed copies of my EOBs on June 3. On June 28, after I followed regarding the most recent invoice, Aspen said they do not have record of receiving anything from my insurance and asked for the EOBs again, which I sent again. I know insurance will not cover the entire amount of the bill, but I also know insurance did pay at least part of the amount and I have yet to receive an adjusted invoice. Today, I received a reminder to pay my bill via text. The balance is still the same. According to my records, my insurance paid Aspen on or before 4/25/2024.
Business response
07/16/2024
july 16, 2024
RE: Acknowledgment of Complaint **** *** ********
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 Hermitage, PA which is independently owned and
operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Regulatory Relations Specialist
Customer response
07/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** *****
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Last November 23 I had a cleaning with Aspen Dental before my prep for my implant. I had duel insurances at the time in which should have covered my cleaning. The tech apparently did a special cleaning for periodontal disease in which I was billed 7 months later for ($450.00). She did nothing different than my regular dentist and my regular dentist never charged me for a periodontal cleaning. Also the tech and Aspen dental never gave me a treatment plan or discussed the cost for this special cleaning with me. I was under the impression it was a normal cleaning like I have had in the past. They should have discussed this with me. I would have went to my regular dentist instead. I only found out about this when I went in for my implant to be placed in June. That portion for the implant was paid in full upfront. This is when they told me I owed money on my account. I explained to the office 2 different times I was under the impression it was a normal cleaning. I was told nothing I can do about it and it’s on me to pay the invoice. I feel Aspen was deceptive about this cleaning and it should have been discussed with me beforehand. I did reach out to Corp on Friday 6/28/24 and they stated they can’t believe no treatment plan was offered along with the cost upfront. I did not agree to this specific cleaning nor do i agree with this invoice.
Business response
07/01/2024
\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
07/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hi there I have attached the copy of my invoice.
**** *******

Business response
07/10/2024
July 10, 2024
RE: Acknowledgment of ********* **** *** ********
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 Pleasant Hills, PA which is independently
owned and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Customer response
07/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
i need to wait and see if the office will reach out with a resolution to this matter. So far no contact has been made nor have i received any response.

Regards,
**** *******
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/2/24 we went to Aspen Dental to get my husband dentures. After he was examined, we sat with an employee and picked the option we wanted. She told us the total after applying insurance payments was $1439 which was paid with our Discover card. In the last couple of days we received a bill from Aspen Dental stating the total charges was $1439, total payments/adjustments $920 and account balance of $519. Obviously to us this was an error and I called the number on the invoice. The gentleman I talked to told me the total was $19??. He was never able to explain what the $920 was. Until we got this invoice, we had never heard of the approx. $1900 cost. I would like to receive a statement from them that the total charge was $1439 and that we paid $1439 and that all balances are paid.
Business response
06/20/2024
June 20, 2024
RE: Acknowledgment of ********* **** *** ********
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 Monaca, PA which is independently owned
and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Regulatory Relations Specialist
Customer response
06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] All the letter said was that they would initiate an internal review and then reach out to me.

Regards,

**** *********
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Statement date 5/16/24 - viisit date 4/2/24 I made an emergency appointment with this provider because I had a broken front tooth and could not get into my dentist for 2 weeks. I would be traveling and wanted it repaired before the event. because I could not get into my regular dentist. When I got to Aspen I was informed that I had to have a full set of xrays done, although I had had this 23 months previously at my last dentist appointment. They said that was the only way insurance would pay for my visit. The technician assured me three different times that I would not be billed for the xays. When I finally got into the dentist, she wanted to do a full crown, which wasnt necessary. I have been getting break in my tooth filled for 30 years. It is an old recurring issue but not bad enough for an expensive crown. I chose not to do the crown and they said they couldnt help me because they were too busy. The dentist told me I could leave, so I did. Then I got a bill for the xrays!! I want a refund.
Business response
06/02/2024
6/2/2024
RE: Acknowledgment of Complaint Case ***********
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by ******* ***** regarding their
experience at the Aspen Dental branded practice located at 1730 Southwest Wanamaker Rd, Topeka,
Kansas which is independently owned and operated by CELSUS, 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.
Sincerely,
Julie G*****
Manager, Regulatory Relations
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was told with my Medicare, personal insurance and a supplemental insurance I picked up, my part of extracting my teeth, a set of partials and then my permanent set of teeth my cost would be $1600. Which i paid up front. I received a bill 2 months ago saying I owe them over $1600 more dollars. I don't know how they can quote one price and then bill me for another price. I do not have another $1600. Please help
Business response
05/22/2024
Office of the Better Business Bureau
Acknowledgment of ********* **** *** ********
Dear Sir or Madam,
We are writing to acknowledge receipt of the complaint filed by ***** ***** regarding their
experience at the Aspen Dental branded practice located at Altoona, PA which is independently owned
and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Carrie R*****
Regulatory Relations Specialist
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I visited Aspen Dental for standard dental X-rays and cleaning on 3/15/24 and 3/22/24. I have Dominion National insurance , so the the total estimated bill was $50, which I paid on the date of service. I have a credit card statement confirming that. When I received my EOB from my insurance for those two days, the total it said I owed was $50. Great, since I already paid it. However, on 5/14/24, I received an additional bill from Aspen dental for $20, $10 for each visit. I called them to ask about it, explaining that I had already paid the full amount on my EOB directly to the office, but they insisted that this additional $20 was still owed. When I reached out to my insurance, they agreed that if I already paid $50, there was nothing more owed. Since charging a patient more than the EOB is illegal, I am filing a complaint. The new bill needs to be removed from my account. The amount is small, but I detest fraud and think others should know that this happens with Aspen.
Business response
05/16/2024
May 16, 2024
RE: Acknowledgment of Complaint Case No. ********
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 Pleasant Hills, PA which is independently owned and
operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Customer response
05/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response given was a canned auto-reply, not a resolution. As I have not heard from the company directly yet, I would like this complaint to remain open until it is actually resolved.

Regards,

******* ****
Business response
05/21/2024
This complaint is under review.
Initial Complaint
05/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I’m currently waiting for the remainder of my refund as discussed previously with local employee. I planned to have services rendered by Aspen Dental Indiana, PA beginning March 2024. My appointment was canceled as waiting implants to arrive at the location. I overheard another employee asking why I was there and the employee apologized for not contacting me prior, Staff has always been very nice directly however results never followed. Months passed and I returned after several calls and visits while I was in the area. Once I called and was told they were unsure if the implants arrived because the dentist was out and his office locked, My last visit (days ago) I was told that I couldn’t be seen to discuss the refund because they were very busy thus leading to this. Please refund the remainder of money paid for service failure in the amount of $288.00. I was told that once the override was entered later the day of requested refund all money would return as issued. Untrue. All money was returned except for $288 (the rep signed my initial quote stating she was canceling that out).
Business response
05/07/2024
May 7, 2024
RE: Acknowledgment of Complaint Case No. ********
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 Indiana, PA which is independently owned
and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Rebekah C******
Customer response
05/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
After speaking to management (Kathleen) at the location they agreed to mail the remainder of the refund to my address.
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.

Regards,

****** **********
Initial Complaint
05/04/2024
Complaint Type:
Billing Issues
Status:
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.
On March 23, 2023 my 3 children were seen at Apen Dental 510 Town Centre Drive Johnstown, PA for a routine check up and cleaning appointment. At this time my children were all seen by the dentist Dr. George Monios. All 5 members of my family have been receiving routine dental care at Aspen Dental Johnstown since 2015. It is my understanding that Apen Dental Johnstown has a contracted agreement with my dental insurance Dominion Dental federal employee plan. Over the course of the last 9 years, myself and my family have paid only our $10.00 co-payment for bi-yearly cleanings and check-ups at this dental office as contracted through our dental insurance. On March 23, 2023 my three children were charged $91.60, $76.60, and $11.80 for the same routine check-up and cleaning. On January 19, 2024 I was charged $31.40 for the same check-up and cleaning. On January 30, 2024 my wife was charged $31.40 for the same check-up and cleaning. I received the first bill by mail for these charges on March 1, 2024. The total account balance was $242.80 for 5 routine check-ups and cleanings for my three children, wife, and myself. I called Apen Dental Johnstown to get an explanation why we were billed more than our standard $10.00 copayment and dispute the charges. I was told they could not help me because they do not handle any of the billing. I was told the billing was now being handled at the corporate level and I would need to contact the phone number listed on my bill. They explained they could submit a ticket on my behalf to have the bill "looked into". I asked them to please do so. I then proceeded to contact the phone number on the bill which is 833-902-4848. This number is a non-working phone number. After doing some research online, I found a phone number for Aspen Dental on their "contact us" web page. That number was 844-296-0187. I called this number on March 29, 2024 at approximately 10:30 a.m. At this time I was told to disregard the bill, and it was still being processed. I explained that some of the charges were from services in March 2023, one year ago. I was informed that the billing system was down for a long time, that is why there was a delay in billing. I disregarded the bill as instructed. On April 25, 2024 I received another bill from Aspen Dental for all the exact same dates of services. This bill has a total amount due of $221.40. Once again I contacted Aspen Dental at 844-296-0187 on April 29, 2024. During this phone call, and after I spoke to my dental insurance, Dominion National, I discovered that Dr. George Monios was no longer considered to be a participating in network provider with my dental insurance. I was informed that he failed to renew his contract with the Dominon National Federal Employee insurance plan. His contract expired in January 2022 and my family received services on March 2023. However every other dentist who provides service at Aspen Dental Johnstown is a participating in network provider with Dominion National. I was told this was the reason why my family's routine exams and cleanings were billed at the rate that they were and why I was responsible for the large payments. In the past 9 years of receiving service at this location, my family has received services from Dr. Monios and other dentists at this location. At every date of service we were provided with a participating in network dentist. We were unaware at the time of our appointments that Dr. Monios was not participating with our insurance plan. I don't believe I should be held responsible for payments from dates of services where the business knowingly withheld information and deceitfully provided service with providers who were not contracted with our dental insurance.
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
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.
Hi hello, my problem is the fact that I paid Aspen dental over a year ago in full for around $1,900. Then 1 year later they are sending me bills for $1,899.00 saying final notice it will go to a collections after this. But my insurance company paid them already, and I paid them already. Now there trying to say I didn’t pay them a dime and I’m just magically walking around with a brand new tooth in my mouth… like these people are scammers that work here I paid them in full or I wouldn’t of been able to get the surgery for the new tooth and have it put in! These people that work here are scammers and obviously paid there selfs and not the company with my money.
Business response
05/09/2024
May 9, 2024
Office of the Better Business Bureau
*** ******* *****
Acknowledgment of Complaint **** *** ********
Dear Sir or Madam,
We are writing to acknowledge receipt of the complaint filed by ******* ***** regarding their
experience at the Aspen Dental branded practice located at Cranberry, PA which is independently
owned and operated by Aspen Dental of SW Pennsylvania, PLLC.
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.
Sincerely,
Carrie R*****
Regulatory Relations Specialist
On behalf of Aspen Dental of SW Pennsylvania, PLLC

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