ComplaintsforAspen Dental

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a root canal done and i had constant problems from day one. I went to another dentist to get it checked because thw temoorary crown fell off and aspend dental wouldnt fix it unleas i paid them too. So the other two oral surgeous i saw took xrays and they did not di a full root canal. The only did half and the ground down the tooth so far a crown would not fit on it. They would not fix anything and now i have that ********** the one next to it missing and its missing xause of having to have other one pulled cause tjey damaged it so bad. So they never compmeted the job cause i wasnt even able to get a permanent crown cause of ***** mistake. And now they put a $1500 bill in coll3ctions for the money caus theother dentist called my insurance and said to not pay bexause they did not follow thru with there end of contract of finiah job and caused permanent damage

  Customer response

  07/17/2023

  I have not heard from the business in response to my complaint. They did medical malpractice and my insurance won't pay cause they did not complete job so they try to charge me...I do have a lawyer and this is going into legal matters....stay away from aspen dental they are aweful

  Business response

  07/24/2023

  response attached

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance went there for some work because he was having tooth pain. He goes there and he had to have deep cleanings and a wisdom tooth removed. It was going to be about **** in work. He goes and gets the deep cleaning. I made an account for him through aspen dental and found out he has an outstanding balance of 240. We called to find out why and they said he has a deductible. Which I understand but the issue i have is they charged us already for ****. And I dig deeper into the statement from them and they only billed insurance ****. So we called and ask why there is a difference and the first rep we spoke with said its because they charged for some of the wisdom tooth and they wil refund the care credit. We wait a few days and called back to ask about the 240. This rep we spoke with says its still with corporate. So then we asked about the refund for care credit and she said we won't be getting one because they charged us 23 times for the antibiotic. Well I look back at the statement and they only billed insurance 2 times for the antibiotics. So why am I stuck paying 21 charges of it if they didn't bill insurance. I am absolutely appaled. I am now stuck paying **** because they didn't want to bill insurance. My balance should only be the 240. Not ****.

  Business response

  01/08/2023

  Complaints need to be submitted by the patient directly.  Please have the patient submit the complaint so this can be addressed.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  anterior tooth 11 they charged my dental insurance for a root canal on 01/18 werent able to perform it told me i would receive a credit charge for an extraction on same tooth on 02/07. told me I would be credited didn't credit me.In September they charged my card (attached billing statement) $103 for examination and submitted a claim through dental which delta dental paid $34 of and charged me an upfront same fee of $103.00.I want a billing adjustment to delta dental for the root canal that was unable to be performed. i spoke with delta they want their money back and delta dental said aspen owes me personally $103 because that service was double charged. Aspen dental tried to tell me the $103 was because i exceeded my oral examination claims for the year with delta dental which is untrue i went through every claim for this year and can submit. Only one oral exam was done and my benefits allow 2. I have attached my credit statement and claims. i have all my claims for the year and can submit my coverage. Aspen Dental will not respond.

  Business response

  10/19/2022

  Response attached. 

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/23/2022, I received a crown from my local Aspen Dental while I was in ************. The first crown was not made correctly and needed to be replaced. After the crown was replaced the the second one was not properly cemented and needed to be adjusted and out back in. Two weeks ago, while chewing **** and ***'s the third crown came out. I have left a voice-mail for Aspen Dental immediately when this happened and have not been contacted by them yet. The cement that Aspen is using is extremely poor quality and this should not be a reoccurring issue.

  Business response

  08/13/2022

  Response attached.

  Customer response

  08/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not been contacting by the business yet and it has been almost a week. This is a constant issue with this company.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  08/29/2022

  This case is still being reviewed. 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Somewhere around Nov 28 I went to a scheduled appt at Aspen made after I went to one of those free exam **ray consultation and had been told I needed a deep cleaning. I was told previously that it was $160 which seemed like a great deal so I made the appt. When I arrived I was charged before I ever went in the back closer to $200. While getting the service the hygienist told me this wasnt a deep cleaning but something in between deep and regular. I was upset bc I paid thinking I was getting one service only to get another and be charged more than quoted. Then I was also told this was a two step process and Id have to come back in a month to finish and assumingly be charged again for what was described as deep cleaning one visit and one charge. I honestly dont know what I paid for because there is still a lot of plaque like I didnt even get a normal cleaning the next dentist I went to remarked and the service was done even faster than a regular cleaning even though it was supposed to be more in ***** I tried to find out what was done but couldnt get a straight answer so I canceled my next appt. It should also be mentioned they gave me a treatment plan 8 pages long which included 6 root canals and 6 crowns and when I brought the **rays to another dentist they said i only maybe had one tooth in need of a root canal and possibly a crown but the other 5 were basic fillings. I paid in full for the service beforehand and more than quoted and only after I asked my **rays to be transferred did another **** for about $50 show up which I couldnt make any sense of it appeared it was a **** for the fluoride mouthwash they wanted me to buy I did buy the toothpaste but I gave the mouthwash back there was a camera pointing right at the front desk that will show that and the woman I paid gave me change from her tips from her second job as a waitress for the toothpaste after the service. All should be clearly on film.

  Business response

  01/17/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ********************************* on behalf of the ********, ** Aspen Dental branded practice, owned and operated by Sunny Smile Group III LLC.  We will be responding to the consumer directly on this communication.
  
  The Aspen Dental network is committed to breaking down barriers to care. Each independently owned and operated location and care team has the autonomy to work with patients, so they receive quality care.  Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, living into our commitment to say Yes to quality oral care.
  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer response

  01/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I know due to Hippa laws Aspen doesnt post thier response on the site for the public to see. However once I logged in to get the response they sent it wasnt a response at all.
  
  They claimed that some manager had tried to call me which this Brain guy hadnt called in weeks only called once while I was walking into a doctors appointment and couldnt talk. Since then I tried reaching out multiple times to get the answers to what **** procedure service they did on me and why I got a surprise **** in the mail for $50 for what appears to be the mouthwash I didnt accept with no response.
  
  I wasnt even given a direct line for this guy just a 1 800 number this email was encrypted password protected theres no reason they couldnt have taken five minutes to type out what service they did why I was supposed to come back to finish what was originally described to me as one appointment one procedure one price deal and what this extra $50 was for but instead I got told to keep trying play phone chase with this Brain guy.
  

  
  

  Business response

  01/20/2022

  This complaint is still being worked on.  Please allow more time.  Thank you!

*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. ↩