ComplaintsforAspen Dental

Dentist

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Initial Complaint
08/25/2024
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.
In May 18, 2023 I made arrangements to have my teeth extracted and receive upper dentures thru Aspen Dental 2545 West State St New Castle PA 16101. I was given my treatment plan with expected cost.. After paying my patient responsibility in full I was scheduled to have my extractions done. After 3 cancellations by this office I was scheduled by them to have extractions done at an other aspen dental office. Extractions were done on June 28,2023.. in Boardman Ohio office. Numerous follow up appointments were canceled by new castle office. Finally I was able to receive follow up appointments and months later was told I had a $1000 outstanding balance with them. I spoke to office manager at the time and was told it was an error in submitting my dental claim to my insurance company.. and they would correct it… after numerous visits to this office within the next 6 months nothing was ever resolved with the issue.. I never received a statement regarding balance but was emailed from a collection firm that the balance was submitted for collection.In July I went into office to have my ill fitting upper denture corrected and spoke to office manager again regarding collection and was told by her not to worry about it that it was being taken care of.. and she would be calling me with results . Needless to say I am still waiting on that call and it is now August 2024 .I have never had any outstanding bill ever turned in for collection and am extremely upset about this entire issue and need help on steps that need to be taken.. Thank You
Business response
08/26/2024
August 26, 2024
RE: ************** ** ********* **** *** ********

We are writing to acknowledge receipt of the complaint filed by ****** ********* regarding their
experience at the Aspen Dental branded practice located in New Castle, 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******
Initial Complaint
08/16/2024
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.
Almost 2 years after service received and paid for at aspen dental, I received a bill starting I owe $312.12 after an “adjustment” to the bill I have already paid off.
Business response
08/19/2024
August 19, 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 Port Orange, FL which is independently
owned and operated by FHASAN 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,
Rebekah C******
Initial Complaint
08/05/2024
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.
Upon initial consultation I agreed to pay the amount of $1,495 through their CareCredit which they use. I asked them at this time if they have contacted my insurance and do I need to pay any more on top of what I am borrowing. They said no but now they're trying to sue me for $900 and some odd dollars and I cannot get a hold of anyone to talk to you to explain this to me and they're going to mess up my credit report even worse.
Business response
08/06/2024
August 6, 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 Ardmore, OK which is independently owned and operated
by SCD Dental, P.C.
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******
Initial Complaint
08/05/2024
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 got a denture from this business with a 7 year warranty on it. It's broken and they will not set an appointment to fix it. They tell me I have to drop it off and whatever availability there is to set an appointment to pick it up at that time is when I'll get it back. That's consistently a week out and I can't work or eat while they have my teeth. This is a new procedure that didn't exist last time I needed a repair. This process eliminates any ability to get a repair done. Clearly, an appointment to repair my denture should be able to be made with this business.
Business response
08/05/2024
August 5, 2024
RE: Acknowledgment of ********* **** *** ********

We are writing to acknowledge receipt of the complaint filed by ***** ******* regarding their
experience at the Aspen Dental branded practice located in Bloomington, IL which is independently
owned and operated by Austriaco Dental Associates, 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,
Rebekah C******
Initial Complaint
07/30/2024
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.
I was seen on May 09th 2023 for removal of a tooth under sedation. I had paid over $500 dollars and my insurance was supposed to pay for the rest. Aspen Dental went through a cyber attack around this time and had to create a new account for me. I had two accounts which made everything confusing. I had my payments on one account along with my new insurance and I had the Bill on the other. I received my first bill in January 2024 almost a year later. I had called the billing department and had asked them why they never billed out my insurance. I was told it would be taken care of. A month goes by and I receive another bill which was my second notice. I called my insurance and they said they never received the requested info from Aspen dental. I called Aspen Dental to tell them that my insurance is requesting x-rays prior to my tooth extraction and they needed it submitted on a new claim. The person I had spoken to understood and said he'd take care of it. A couple months later I received a third notice. This time i called the managers complaint line and they said there was an issue with my account and that he would fix it. Well, now I'm in collections after I was told I didn't need to worry about that. I want to be removed from collections and for you to take care of it like you said you would. If you cant it needs to be adjusted off. I already paid what I was supposed to. This is for claim number **************
Business response
08/12/2024
8/12/24
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 at 856 US Route 302, Barre, VT which is
independently owned and operated by Hudson Valley Dental Associates 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 facilitation 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*****
Initial Complaint
07/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My original bill does not have the extra $710 on it to upgrade to comfy fit. Over a year later they sent me a bill with the extra $710 and told me I owe $367 or they're sending it to collections.
Customer response
07/25/2024

***** ****** *************************
12:48 PM (4 minutes ago)
to me

I'm so frustrated I forgot to add these immediate dentures never fit from day one. I tried to have them adjust them and it didn't work. I was waiting to get new ones with comfy fit until the 1st of the year when my new insurance kicked in.
Business response
08/08/2024
August 8, 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 Lake Geneva, WI which is independently owned and
operated by Samantha *** DDS 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,
Carrie R*****
Regulatory Relations Specialist
On behalf of Samantha *** DDS LLC
Customer response
08/08/2024
[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
07/23/2024
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.
I went to a scheduled appointment to aspen dental Uniontown on june 11th where I was billed prior to appointment 275 after a console a few weeks earlier for a tooth extraction I was told by the dentist after the extraction that it was way easier then expected and I was only being charged 158 for the service and I would receive the difference credited back from the original charged 275 I have called 3 times and it’s going on 2 months and they never have refunded my difference I just keep getting told they will look into it and nothing has been done
Business response
07/23/2024
July 23, 2024
RE: Acknowledgment of Complaint Case No. ********
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by *** ********** *egarding their
experience at the Aspen Dental branded practice located in Uniontown, 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 *******
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,

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

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