Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

67 total complaints in the last 3 years.
28 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.

Initial Complaint
Date:03/29/2025
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.
Services of my Motto aligners were not completed and my teeth were not corrected
Business Response
Date: 04/01/2025
Dear ******************** are writing to acknowledge receipt of the complaint filed by ****** ***** regarding their experience
at the Aspen Dental branded practice located in ****, ** (************) which is independently owned
and operated by ASPEN DENTAL ASSOCIATES OF NEPA, 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,
******* *****
Regulatory Relations Specialist
**********************
Customer Answer
Date: 04/01/2025
[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,

****** *****
Customer Answer
Date: 04/15/2025
Yes I would like the case to be re opened and reviewed. I initially did not ask for a dollar amount of a refund because I figure they already knew how much I paid. It is on their system. These braces and appointments are over ******** dollars. I ask for a full refund. If need be with all the stress and mental damages for this ongoing situation and ignoring my concern I will take further action . I have been very patient with Aspen dental It is a disrespecting action to send me a 36. Dollar check.

******.

Business Response
Date: 04/15/2025
The office has been trying to reach the patient. They called twice on 4/2/25, and a third time on 4/7/25. If you would like further assistance, please return ******* call.
Customer Answer
Date: 04/23/2025
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.

See attached.

Regards,

****** *****
Business Response
Date: 04/24/2025
The office emailed the patient on 4/17/25, to let them know the final resolution that is being offered. Nothing further will be done for this case. Please close
Initial Complaint
Date:03/23/2025
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.
I went to Aspen dental approx 6 months ago for a cleaning, was told my insurance wouldn't cover the ************** owe $220. So I believed them & paid in full. Later when I got my insurance eob, I found they were also reimbursed by the insurance. I called on 4-5 different occasions seeking refund for my payment. I also had my insurance on the phone line to explain I was owed money back. I have NEVER received any money back despite being told to wait a little longer for refund. On top of all of this, they chipped a tooth which hadn't had damage in the past.
Business Response
Date: 03/24/2025
We are writing to acknowledge receipt of the complaint filed by **** ***** regarding their experience at
the Aspen Dental branded practice located in **********, ** 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.
Initial Complaint
Date:03/10/2025
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.
Over a year and half ago you held over $600 of my money for balance that was due back to me. Your company held that money for almost a yr, your manger failed to submit a claim for $265 then she got let go and new manger came aboard talked to him and my insurance company. They only had 5 days to submit claim before yr was up and it lapsed. Needless to say your company didn't get it done now they expect me to cover bill from a 1 and 1/2 ago when they had $600 of my money in your account which I didn't get back till a year later because they over charged my on my first 3 visit by $1000. Now I have a broken back moral tooth, the front broke off from one they fixed a yr ago which I paid for up front and they can't get me in for a month. I'm about to see you in small claims court because I have all documents and correspondence with your company over these matters and have done nothing. I was just there Tuesday morning to have my back moral (wisdom tooth) that took place of my other moral that was removed yrs ago.This wisdom tooth has nothing above it so I don't even eat on it, so why she decided to pull it is beside me, it didn't need a root canal. They decided instead of filling that tooth just to pull my wisdom tooth. After about 5 minutes of pulling and yanking she finally got it out and one time I jumped and she asked if I was alright. She hit the tooth next to it, and I could see a crack in it in my car mirror and I did return and told the receptionist. After 5 mins of waiting it was going on lunch time and I knew it would another 1/2. Now Monday 3/10/25 the tooth beside my wisdom tooth which they pulled and I said I thought they cracked I had a root canal done on last yr and crown put on just broke and the entire root canal came out. This is a joke, I've been in so much pain and have had a headache since Tuesday since this tooth was pulled all because of this *************. Amazing this tooth fell out and the pressure and pain is gone. This needs fixed ASAP
Business Response
Date: 03/12/2025
We are writing to acknowledge receipt of the complaint filed by ***** ***** regarding their experience
at the Aspen Dental branded practice located at ******************************************************************* 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.
Customer Answer
Date: 03/12/2025
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.

They aren't working with me, they told me I had to wait till the 24 to even get an appointment. My tooth is now infected, I went to my own doctor at ********* to get a prescription because Aspen dental doesn't even want to help out. There solution is to just pull the tooth they broke and I'm out $1600 dollars. That's not right, they said about fixing it, that's just and smoke and mirrors without it being written down or in contract. Just like they kept $600 of mine and never remeburist it, they thought I forgot about it after a yr. Then sent me a bill for $265 because they never sent **** in on time after a yr, they lost. They had $600 of mine just sitting in there account then kept sending me a bill for $265 for a bill that lapsed a yr.

Regards,

***** *****
Business Response
Date: 03/13/2025
This complaint is under review.
Customer Answer
Date: 03/17/2025
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.

Now I have sores on my tongue because it keeps scraping the broken tooth, These ulcers are called 'traumatic' ulcers from broken teeth or bad fitting dentures. I can't eat or drink anything because it's the whole bottom side of my tongue. It's been this way since Friday night this is crazy companies are allowed to get away with treatment like this.

Regards,

***** *****
Business Response
Date: 03/17/2025
This complaint is under review. Please allow additional time.
Customer Answer
Date: 03/26/2025

I would like to reopen my case
#******** due after the 17/ Mon /03/2025 they did not want to pull it. They stated it needed cut out because of all the radiation I have had. Yet 2 weeks prior doctor pulled wisdom tooth on bottom without checking with radiation doctor to see if it was ok. She pulled it anyway. Still waiting on them to figure out what is going on with university orthopedic in *************. I will call in university orthopedic tomorrow to see if they have even been in contact with them.
Business Response
Date: 03/26/2025
This complaint is under review. Please allow additional time.
Business Response
Date: 04/16/2025
Hello Ms. ************************ you for speaking with me regarding the complaint for Mr. ***** (23047524). The office has been in contact with Mr. ***** regarding his complaint. A resolution has been reached.

Sincerely,

***** ******, RDH

Manager, *******************************************
Initial Complaint
Date:03/07/2025
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.
Total charges for dentures bought 09/25/2024. $3378. Patient paid $1113. Insurance paid $2026.80 EFT trace number *************** on 11/12/2024. This insurance payment has not been credited as of today, March 6, 2025 and they are sending me to collections. The ************** manager, ********, has not helped in 5 months. I cannot get anyone in the corporate office to help ***** addition, I was told we would not be charged for the initial consultation and X-rays and now we are being billed. ******** told me should would take care of those charges but they are still being billed.
Business Response
Date: 03/10/2025
We are writing to acknowledge receipt of the complaint filed by ******* ********* regarding their experience at the Aspen Dental branded practice located at ********************************************; ***** 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.
Initial Complaint
Date:01/11/2025
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 received services from aspen dental first for my bottom teeth which I got a loan for from America first financial. Everything went fine. I went back to get my top teeth fixed and did the same thing. The 2nd time someone in the office messed up and didn't use the funds from the loan and said they were released. They now say I owe them $600 when I got a loan for triple the amount to pay for it. I've called their corporate number multiple times with no resolution. I got told I would receive a call from a manager but nothing other then a bill I don't owe continuously getting sent to me.
Business Response
Date: 01/20/2025
January 20, 2025
Office of the Better Business Bureau
Acknowledgment of Complaint Case No: 22798132
Dear *** or Madam,
We are writing to acknowledge receipt of the complaint filed by ******* ******* regarding their
experience at the Aspen Dental branded practice located at *******, ** 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,
****** ******
Regulatory Relations Specialist
Customer Answer
Date: 01/27/2025
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:12/13/2024
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 purchased the Motto aligners (equivalent of Invisalign) from Aspen dental in ************ which required multiple trays to align my teeth. Those trays worked well and my last apt on October 15th, 2024 , I was told that I was going to get my final retainers (typically take a few weeks to arrive). I, since then, switched offices to the *************/******************* location and had asked if they could transfer those retainers once they arrive. I have been calling BOTH offices for weeks now without any resolution on where those alignments are or when they would arrive. All they keep telling me is that they dont have them and they have to talk to someone one for more info. I keep getting told over and over that I will get a call with an update but no one ever calls me. I just want my retainers that I paid for (I paid for the entire Motto aligner plan up front which included these retainers).
Business Response
Date: 12/20/2024
Dear ******************* are writing to acknowledge receipt of the complaint filed by ******** ****** regarding their
experience at the Aspen Dental branded practice located in *********, ** 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,
******* *******
Regulatory Relations Specialist
Aspen Dental ****************
Initial Complaint
Date:11/20/2024
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.
Date of transaction 7/10/23 periodonitics maintenance. Aspen sent a bill to me for $190.00 in October 2024. I disputed it. I was under Delta Dental insurance in 2023 and I receive an EOB 11/20/24 stating that the deadline for submitting this claim has expired. And Aspen added an additional charge of of 104 on claim that wasn't on the bill. My wife made sure in December 2023 that we DID NOT owe any additional monies to Aspen Dental and the billing office told her no. When we received this bill for 190 in October, she called and asked about it. ***** told her on October 30 2024 that she would check the *** from insurance. She also inferred that they upgrade computer system. My wife called November 18 2024 and spoke with ****, in which he informed her that we did not owe anything. Now we received this Eob which infers w0e owe now 339. Aspen Dental needs to straighten their billing and not double charge their clients.
Business Response
Date: 12/08/2024
RE: Acknowledgment of Complaint Case No.22581526 Dear ************ are writing to acknowledge receipt of the complaint filed by ******* ****** regarding their experience at the Aspen Dental branded practice located at ******************************** 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,***** ****** Manager, Regulatory Relations
Initial Complaint
Date:10/24/2024
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 had been seeing a provider at Aspen Dental to get some fillings done. I have bad teeth, so I had several fillings done. The last appointment that I attended, I paid IN FULL to have FOUR fillings done at the time of the appointment. I was to have four fillings at once because I hate going to the dentist AND could not take more time off work to come in for another appointment. During my appointment, the dentist kept leaving my side (I understand that they are busy) however this resulted in Aspen Dental not having time to complete all four of my fillings at my appointment, and they wanted me to come back for another appointment. I tried to be understanding and I did schedule another appointment in about a week in the future. When I got home I noticed that the quality of the fillings that I had gotten that day were poor. The fillings are jagged and feel unnatural in my mouth. I cancelled my appointment with Aspen Dental and scheduled with another dental practice in the area. I did speak with an Aspen Dental employee who confirmed that I have a $138 credit on my account, due to not completing the fillings that I paid for already. Aspen Dental has NOT responded to my calls to return the $138 that is owed to me because I did not receive the four fillings that I paid for. The $138 that the owe me, was to cover the cost of the two fillings that I did not get done. Truthfully I believe that I should be refunded for the entirety of the service, because the quality of the fillings are poor and I am going to have to have more work done on them in the future. However, I understand that this is unlikely to receive my full amount back. I would like this to be resolved with receiving back my payment of $138 at the LEAST from the $364 that I have paid to them for their poor and subpar services.
Business Response
Date: 10/25/2024
Dear **************** are writing to acknowledge receipt of the complaint filed by ****** ****** regarding their
experience at the Aspen Dental branded practice located in *********, ** 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,
******* *******
Customer Answer
Date: 10/28/2024
[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 next step on Aspen Dentals part is satisfactory to me. If not resolved I will be reaching back out. Thank you.
Regards,

****** ******
Initial Complaint
Date:10/21/2024
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 billed me for services. They continue to insist that the bill was not paid even after they were sent a picture/ file of the bank check that shows they deposited it. They refuse to accept that. That was what they asked for. My bank is at a loss- they have no idea what else to do because this has never happened before( what they told me). Today, I sent another copy of the deposited check. They refuse to credit my account.
Business Response
Date: 11/05/2024
November 5, 2024
RE: Acknowledgment of Complaint Case No. 22454902
Dear **************** are writing to acknowledge receipt of the complaint filed by ****** ******** regarding their
experience at the Aspen Dental branded practice located in *******, ** which is independently owned
and operated by ******* *****, DMD, 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,
******* *******
Initial Complaint
Date:09/24/2024
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.
Appt. 9-10 paid 210 dollars, today received another bill for 82 dollars more! That is almost 300 for just being their half hour!!
Business Response
Date: 09/25/2024
RE: Acknowledgment of Complaint Case No.22318522 Dear ************ are wriOng to acknowledge receipt of the complaint filed by ***** ********** regarding their experience at the Aspen Dental branded pracOce located at ****************************** which is independently owned and operated by Aspen Dental of SW Pennsylvania, PLLC.Upon receiving the complaint, the office that treated the paOent will iniOate an internal review of the issues raised. A team member from that office will then be reaching out directly to the paOent to discuss the details of the complaint and work towards a mutually agreeable soluOon.We appreciate the *********************** role in facilitaOng communicaOon between consumers and businesses and take this ma?er seriously. Rest assured that we will make every effort to recOfy the situaOon and provide a posiOve outcome for the paOent.If you have addiOonal quesOons, please do not hesitate to contact me. Thank you for your a?enOon to this ma?er.Sincerely,***** ****** Manager, Regulatory RelaOons

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Aspen Dental is NOT a BBB Accredited Business.