Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aspen Dental

  3459 William Penn Hwy Pittsburgh, PA 15235-5431

• 

  Aspen Dental

  6088 Route 30 Greensburg, PA 15601-1279

• 

  Aspen Dental

  1715 N Atherton St State College, PA 16803-1401

• 

  Aspen Dental

  2125 Oakland Ave Ste 10 Indiana, PA 15701-3305

• 

  Aspen Dental

  420 Clairton Blvd. Pittsburgh, PA 15236

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.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 05/21/2024

  This complaint is under review.

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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’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

  Date: 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 Answer

  Date: 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

  Date:05/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date:05/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  March of 2024 went for a first time exam with free first time x rays my bill with cleaning and one filling my bill with a good insurance plan was $500 plus. And I never received a bill with the exact charges that occured. Just dollar amount. And I checked my principal insurance web page and the only thing that showed up from Aspen dental was a floride treatment and I was lead into a change account with a company called dental first.. not at all happy with my experience feel very ripped off

  Business Response

  Date: 05/06/2024

  May 6, 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 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 Co*****

  Customer Answer

  Date: 05/06/2024

  [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

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My problem is that I have been overcharged twice by this company. The first time was when they treated my teeth with Fluoride without informing me of the added cost. I had told them do whatever was covered. Fluoride wasn’t covered. I let that one slide. This time was a game changer for me, they told me I would owe $250.00 for a bite guard because the rest would be covered by my insurance. I paid them the $250.00 I was quoted the same day as service 05/09/23. I received an additional bill for $345.00. I specifically asked them what my portion would be after being over billed previously. She told me verbally I would owe $250.00 and my insurance would pay the rest. They didn’t. I received an additional bill of 345.00 on 03/29/2024. When I challenged the bill, she informed me the $250.00 was just an estimate of what I may owe and I had agreed to pay the rest of the balance in full. The thing is I directly asked them to check with my insurance to make sure they’d pay the balance. I signed the contract and only realized I’d be billed extra charges after getting the second bill. She said they never know what insurances pay until they run the bill and I owed the balance because $250.00 was just an estimate. I am a disabled senior citizen living on a fixed income. If they had been truthful from the start- the bite guard costs $595.00 I’d would not have gotten one. I paid the balance of the bill today and am beyond angry. She told me my insurance would have covered braces but doesn’t cover bite guards. How shocking! One phone call, after I complained about the bill was all it took to find out it wasn’t covered. OK- Why did they tell me it was covered when it wasn’t. They’ll go round and round with this. Is it covered? Yes, we checked your insurance and it’s covered. Ten months later, no it isn’t covered and you agreed this was only an estimate. No I did not agree to pay $595.00 and consider this entire encounter to be a rip off.

  Business Response

  Date: 04/22/2024

  April 22, 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 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,
  Carrie R*****
  Regulatory Relations Specialist

  Customer Answer

  Date: 04/25/2024

  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.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, i recently received a bill from Aspen Dental for services rendered in the fall of 2022. I was talked unto having two crowns put on my front teeth because one of my teeth had a small chip. I questioned why i had to have both done and was told thst it was standard to have both done so they matched. I went through an extensive process with the billing office to make sure my procedure was covered. I was told it was after i paid the deductible which was several hundred dollars. However, the dentist did a terrible job and put the crowns on unevenly. I was really upset but my father and my partner said i needed to go back and have them fix it. I requested another dentist. The office manager assured me that there would be no cost because it was their mistake. This month after more than a year of the work being done i received an 1800 dollar bill!! I called the office in Indiana after failing and failing to call the number in the bill. The old office manager is no longer there of course and i was told there was "nothing" they could do. Per my insurance company they failed to file the claim on time. They are charlatans and crooks.

  Business Response

  Date: 04/19/2024

  April 19, 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 Answer

  Date: 04/22/2024

  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.  How does this solve my complaint?  I also talked to the office last week after calling them several times with no response and was told there was nothing they could do.  I have yet to hear back from them.

  April 19, 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******
  Regulatory Relations Specialist
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ******

  Customer Answer

  Date: 04/30/2024

  PLEASE NOTE the business failed to respond to my complaint.  In their letter to you they said I would be contacted within 5 business days.  I was not.   This is after 2 previous attempts to resolve the matter directly with the business.  The communication you received is yet another clear attempt to fail to deal directly with me and the complaint.
  
  Please add this response to the PUBLIC record.
  
  Thank you,
  
  ******** ******

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 is the WORST company I have ever dealt with in my 68 years on this planet. Aspen incorrectly charged my wife over $2,000 for work that was covered by her insurance and refuses to refund the money they incorrectly charged her for, even after 3 months of trying. Aspen's customer service representatives and district supervisors ROUTINELY make promises that they do not keep. If I had a dollar for every time I was told that I'd get a call back that same day and didn't, well, I'd have a lot of dollars. We were promised a refund in the amount of $1970 BY CHECK within 7 to 10 business days in early March. We have received nothing. Aspen routinely promises a reply the same day then never calls. Aspen also refuses to give out the phone number of an imposs0ble to reach district supervisor.

  Business Response

  Date: 04/11/2024

  April 11, 2024
  RE: Acknowledgment of Complaint Case No. ********
  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by J*** **** regarding their experience at
  the Aspen Dental branded practice located in Bloomington, MN which is independently owned and
  operated by Polycarp Dental, P.L.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 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******