ComplaintsforAspen Dental

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid them the full amount for my denture services in August of 2022 Today December 4th 2023 I received the bill informing me that I owe them $3,600 I paid them for everything before they started the procedure

  Business response

  12/12/2023

  December 5, 2023
  
  
  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 Spartansburg, SC which is independently owned and
  operated by SC-Smiles, 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 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******
  
  
  Rebekah C******
  
  Regulatory Relations Specialist
  
  Aspen Dental Management, Inc.
  
  On behalf of SC-Smiles, LLC
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17, 2023 we opened a **** ****** account to purchase a upper denture and a lower partial from Aspen Dental in ********** ** I am completely overwhelmed by the lack of unprofessional service we received. I was informed that there would be no out of pocket expense, however before we received my wife's partialI we had to pay out of pocket $141.00. Once paid my wife's partial magically appeared after being missing for 3 weeks. I informed my insurance company of the double billing for the upper denture upgrade and lower partial upgrade that we had already paid. We have yet to receive my wife's upper denture. The insurance company has started an investigation. I have never experienced such blatant and disrespectful service from a company such as this. This is unsavory and unacceptable service for a company to scam and not provide the service hardworking peopel pay for. It is Nov. 27 2023 and We have yet to receive the upper denture we have paid for 5 months ago.

  Business response

  11/29/2023

  Hello ******. I am having trouble locating your Aspen Dental account. The phone number and email address you sent are not associated with any Aspen Dental accounts. Do you have your account number? If not, please send your date of birth, phone number and email address associated with your account. Thank you!

  Business response

  11/30/2023

  Response attached.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My complaint is that Aspen Dental is overbilling patients, is aware that they are overbilling patients, & is doing nothing to timely correct the overbilling, at the expense of patients and at their own enrichment. I have concerns that this issue impacts others who may not even be aware that they have been overbilled. I ask that the BBB investigate Aspen Dental's practices & help be an advocate for patients who are being taken advantage of. The specifics of the complaint are related to an appointment I had on September 21, 2023 for a routine cleaning. At the time of service, Aspen Dental charged me for both the amount I actually owed ($42) and the amount the insurance company ultimately owed ($67) for a total of $109. I only found out about the overcharge because I reviewed the EOB from my insurance company. When I discussed this overcharge with the local Aspen Dental office on October 10, 2023, Aspen Dental said they hadn't received the insurance company's $67 payment & would not refund me until it was received. Not only is the status of the insurance company's payment irrelevant (they overcharged me, so they should refund me), but my insurance company tells me they had already paid Aspen Dental two weeks prior on September 26 via wire. During subsequent calls on October 13 to both the local office & the Corporate office, Aspen Dental again refused to refund the amount I overpaid until they process the insurance company's payment, and they could not give me an estimate of when they would do so due to alleged internal issues they have had since April 2023. Ultimately, Aspen Dental has charged me for something I do not owe & that they can easily validate that I do not owe. They have been paid twice for the same service (once by overbilling me & once by the insurance company), allowing them to hold double the cash & collect interest on funds to which they are not entitled for an indefinite period of time. Meanwhile, patients are out of pocket with no recourse.

  Business response

  10/19/2023

  This complaint is under review. A refund is on its way.

  Customer response

  10/24/2023

  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. Aspen Dental refunded the amount that they had overcharged me. 

  Thank you for your assistance is this matter. 

  Regards,
  

  
  **** *******

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a report on the buisiness practices of this Aspen Dental location. Two weeks ago this location attempted to make a mold of my teeth and I had a loose tooth. I told them it was loose further they insisted that the worse thing that could happen was they would pull the tooth out of my mouth with severe painful consequences. I have since learned that this was malpractice that an impression should never be done with a loose tooth. I had the 2nd appointment scheduled and called yesterday to confirm and the office worker Kaitlyn told me something completely different, I told her she was wrong. I told her I was calling corporate and she laughed like folks normally do in this day and age the customer is never right, and can be dismissed so easily. I called corporate and they told me the stores were privatley owned and there was really nothing they could do. During this, Kaitlyn (the office worker making medical decisions I guess her family owns the place so she has superior authority) She then went to get the dr to back her, called me back after she spoke to the dr (so initially she had not) and told me the dr said what she said. I told her I was don't he phone with corporate. She did not know I merged the call and she laughed and said "that's GReat" with no regard for authority. The woman from corporate heard her., At that point she was so embarrassed she told me not to come back. Thats what she wanted to do from the very beginning. Is there no recourse for unhappy customers who have been done wrong and possibly been in a malpractice, a negligent situation and only released because your embarrassed someone at corporate heard you talking down on me. IS there no one that has the right to help the customers? Does everything have to be a lawsuit? I guess we will see. They will claim I have no case but I assure you I have nothing but time on my hands and can write and writer and write. I will shame them publicly at every turn which is my right and the only real recourse

  Customer response

  10/12/2023

  I am checking neither agree nor disagree at this time because they say in the letter they are going to contact me within 5 days to discuss a resolution. I am not closing the case so I cannot agree. I am niether disagreeing because I’m giving them their five days as stated. 
  

  thanks. ********* 

  Business response

  10/19/2023

  This patient has been dismissed from the practice and a letter was mailed. This matter is resolved.

  Customer response

  10/23/2023

  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. 
  
  Regards,
  
  ******** ****

  Business response

  11/30/2023

  October 12, 2023
  
  
  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 Spartanburg, SC which is independently owned and
  operated by SC-Smiles, 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 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******
  
  
  Rebekah C******
  
  Regulatory Relations Specialist
  
  Aspen Dental Management, Inc.
  
  On behalf of SC-Smiles, LLC
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told before I scheduled my appointment that if all the services were done on the same day then it would still be covered by insurance so I chose to have them done all together. They quoted me a much lower price, but then charged way more than projected, and I would not have agreed to the price if I knew the true price going in. The insurance also didn't cover it because both services were done on the same day, even though Aspen Dental told me that it would be. I have tried calling them at least 10 times and leave voicemails, but never hear back from them. It is completely unacceptable and I should not have to pay this bill because it is their mistake. This was for my March 29th appointment at the Spartanburg location.**** * **** ** **** **** ************ ** ***** The bill in question is for $602.

  Business response

  08/09/2023

  July 27, 2023
  
  
  
  
  Office of the Better Business Bureau
  
  
  RE: ***** ******** Aspen Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ******** on behalf of the
  Spartanburg, SC (East) Aspen Dental branded practice, owned and operated by *********, 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.
  
  Sincerely,
  
  Julie G*****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Update 6/8 I have since received care from another local dental office that has been absolutely wonderful. Yet, still nothing from Aspen has been resolved. I have spoken to several people through Aspen at this point with no resolution. The amount of stress, pain, and discomfort is nothing I wish on anyone. This office has not provided my dental records, or refund, and has filed claims with my insurance which I will now be disputing as the only service I have received was having the left side of my mouth cleaned. I went in for a hole in my tooth. Please save yourself the stress and do not make the same mistake I did with choosing Aspen. This started on April 17th and I continue to pick up the pieces of their poor dental services today, June 8th. I reach out on April 17th, 2023 due to a filling falling out that Friday leaving a large hole in my tooth. I received an appointment for April 19th. I went in received X-Ray, oral cancer screening, was told I needed a deep cleaning that would be done in two settings, and after that they could do a crown and filling, spoke briefly to the dentist. I was told they had not had time to enter my insurance information and would call me later on with a plan and scheduled cost of the services I would need. I never received a call. I went back on April 20th and the left side of my mouth was cleaned. I was given (but realized later I bought some type of special toothpaste and a $135 toothbrush. The left side of my mouth was cleaned. That’s it. My insurance information was still not entered and I waited after my appointment while the receptionist entered in my services and gave me a print out. I paid $600 toward my costs. I scheduled crown prep and to have the right side of my mouth cleaned on 5/2 and was scheduled to be there from 11 for crown prep, take a lunch, and then come back at 1 for a cleaning. I received a call from the personal phones of the employees the morning of 5/2 that their systems were down and someone would call me back to reschedule. I received no call from anyone (seems to be the typical experience I have had. On May 4th I called the office and waited three minutes to speak with someone. The receptionist told me the systems were still down and they couldn’t look up my info in their system. I asked to speak to the manager and was told she was in a meeting and would call me shortly.i explained that I would like to terminate my services and would like a refund of the $600 dollars I paid as I had only had the left side of my mouth cleaned. Surprise. She never called. I am current on hold and have been for TWENTY TWO. 22 MINUTES. They answered and hung up on me. Please seek other dental providers. This is completely unacceptable. I would never trust them at this point to do any work on my teeth.

  Business response

  07/05/2023

  June 28, 2023
  
  
  
  
  Office of the Better Business Bureau
  
  
  RE: ******** ****** Aspen Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ******** ****** on behalf of the
  Spartanburg, SC (East) Aspen Dental branded practice, owned and operated by SC-Smiles, 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.
  
  Sincerely,
  
  Julie G*****
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started my dental Journey with Aspen Dental in Camden South Carolina and March of 2022. I went back 2 months later because of a crown on my front tooth that came off. It was cemented back in,then 8 months later it came off again. At this time I saw a different dentist that told me that the crown could not be repaired but she would do her best to cement it back in but wasn't sure how long it will last. She gave me several options and one included and implant. I was told that the money I spent on my crown will go towards the implant which was o $3,000. I was also giving an option of a partial. I explained to them that I did not want nothing in and out of my mouth for my front tooth. I also have missing teeth on the side and I would consider a partial for the side but not for my front. I feel that the crown should have lasted longer than 10 months ..the first time it came off was 2 months... the second it was 8 months later frm the 1st time so a total of 10 months. I did absolutely nothing I was eating a sandwich the first time my tooth came out and the second time I just run my tongue across my tooth and I felt it cracking. The dentist said that the post was grinded down too thin and it was not going to hold the tooth. It was cemented in anyway on March the 30th 2023 now today which is April the 13th i went back because it's loose again. I was scanned for a partial which I explained I do not want but I cannot afford an implant so I'm going to have to get it and work towards paying for a implant. I am very dissatisfied because I feel is not my problem and it was faulty work there's no way this Crown should have came out two months after I got it. Now it's off again and loose and at any time it can come out I have an appointment to get a temp partial 2 weeks from now so what am I going to do if it come out my job I can't go to work with a missing front tooth. I am very dissatisfied and I needed 2 root canals and 2 crowns and that's what I got.

  Business response

  05/17/2023

  RE: ********* ******** Aspen Dental Account Number: *********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ********* ******** on behalf of the
  Camden, SC Aspen Dental branded practice, owned and operated by ********* ***** ***. 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.
  
  Sincerely,
  
  Julie G*****
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Doctor, claim 4 fillings needed & Deep Cleanings or lose all my teeth. Cost, cleanings qtrly & 4 fillings, No review, just ins $974 & me $194. Asked if all yrs cleanings covered, Unethical for a dentist, his staff, to mislead a patient about fees. Cleanings rushed, 3/1 Gel & Rinse to use. 4 fillings, brief appt 3/10, 6/9, no polishing, billed Topical fluoride not done. Early Aug jaw hurts, 9/15 they cancel appt. Staff turnover, will call but didn't, called told to call Ezell. I scheduled reg cleaning 10/18. Patients have the right to refuse treatment & billing for services not rendered, fluoride treatments, Oral ID, Gel and Rinse not given is Dental Fraud. At appt receptionist demanded $118, told had $38 CR & had to pay $118 to get cleaning, no explanation, Stated Right OF REFUSAL, reg cleaning took 20 min. No consent for anything they billed on 10/18. I have rights in the decision-making process of my dental care & No consent obtained. Offered sm toothpaste/tooth brush & refused. Both Spartanburg locations knew about decay, no x-ray, doctor exam. Billed services not rec'd, billed addtl $178.00. Disputed perio maint, gingival treatments, Oral ID, Fluoride Treatment, Gel and Rince w/Christina. Perio Maint charge $158.00 (***** contract rate of $64). She stated once you have perio disease treat or lose their license. Not true. Explanations dismiss person’s right to refuse service, a patients right to make their own decision in their dental care & getting informed consent. Billed fraud items & decay neglected, explains fluoride applied during cleaning w/o consent; Oral ID while mouth partially open w/o consent; She verified I didn't get Gel/Rinse, won't Right off, Oral ID & Fluoride not done. Bills Perio, Gel, Rinse, Oral ID at higher rates than allowed rates. Refuse Fraud chgs. Response “they charted it & I would pay or be turned over to collections”. Overbilling, fraud disputed. Will not release records. Threats of collections. Mthly overstated bills harassing.

  Business response

  06/02/2023

  
  May 9, 2023
  
  Office of the Better Business Bureau
  
  
  RE: ******* ********* Aspen Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ******* ********* on behalf of the
  Spartanburg, SC Aspen Dental branded practice, owned and operated by SC-Smiles, 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.
  
  Sincerely,
  
  Julie G*****

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 31st 2023, I was seen for a new patient exam at Aspen Dental. After examination, it was reported to me that I would require 6 fillings. I scheduled an appointment to have these done on February 13,2023. I paid in full and in advance on January 31st. These 6 fillings were completed on 2/13/23. I returned the next day for a cleaning and a bite adjustment (2/14/23). Dr. Carolee H****** quickly examined my bite, stating that “Nothing, so talk to me.” She briefly adjusted the area I pointed to and after two requests, polished a section that was scratching my tongue. I returned approximately one week later due to constant and severe pain. X-rays were taken of my upper teeth. She stated that everything looked normal but my sinuses were swollen so to “take a Benadryl, if that doesn’t work I’ll give you a referral for an Endodontist.” I sought a second opinion after continued pain. On 2/27/23, a second dental office spend 45 minutes adjusting the bite from the fillings but were not hopeful that would eliminate the pain. They stated that it looked like I had been bleeding during the procedure so the glue had gotten wet, and that two of the fillings did not follow curvature of the teeth at all and are too large. These 6 fillings will need to be done. I am seeking a refund of my payment of $782.70 from Aspen Dental for faulty services and ignoring reports of pain.

  Business response

  03/09/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ******** ************* on behalf of the Taylors, SC (Greer) Aspen Dental branded practice, owned and operated by SC Smiles 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.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Aspen Dental in Taylors SC for a second opinion about a sore tooth that my regular dentist thought was possibly cracked. Aspen’s dentist said it was not cracked and they could cure my problem that day. Aspen’s treatment caused my tooth to actually split. I asked Aspen for a full refund which they declined. I later examined their bill and found it fraudulently listed hundreds of dollars for services they clearly intended to not provide.

  Business response

  03/17/2023

  March 3, 2023
  
  Office of the Better Business Bureau
  
  RE: ***** ****l Jr. Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ***** Jr. on behalf of the Greer,
  SC Aspen Dental branded practice, owned and operated by SC Smiles 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.
  
  Sincerely,
  
  Julie G*****
  
  Julie G*****
  Manager, Regulatory Relations
  Aspen Dental Management, Inc.
  *** ******* ***** Parkway
  **** ********* NY 13057
  On behalf of SC Smiles LLC
  Phone: 315-******** ext. ******
  Fax: 315-********
  Email: ********aspendental.com
  
  
  
  

  Customer response

  03/20/2023

  Dear Julie ******, Manager, Regulatory Relations, Aspen Dental Management, Inc.

  
  

  I only received the attached document dated 3/3/23 from the BBB this past Friday 3/17/23 which indicates that my case involving financial fraud against Aspen Dental/SC Smiles would be reviewed by your office. To date I have not been contacted by an Aspen representative. 
  

  
  

  Please advise of your intention.

  
  

  Thank you,
  ** *****

  cell 864.********
  

  
  

  Customer response

  04/13/2023

  I heard back from my Medicare carrier *****'s preliminary assessment of the complaint I filed with them. Their investigator called the Aspen-Taylors office and got the response that they performed all the procedures listed on their invoice while I know they did not, so it's a he-said/she-said argument. I can and will file a request for a more involved investigation by *****.
  

  
  

  I also got a message on my cell phone from a regional Aspen person. I called back several times leaving messages but never got a call back.

  Business response

  04/21/2023

  March 3, 2023
  
  Office of the Better Business Bureau
  
  
  RE: ***** ***** Jr. Dental Account Number: ********
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ***** Jr. on behalf of the Greer,
  SC Aspen Dental branded practice, owned and operated by SC Smiles 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.
  
  Sincerely,
  
  Julie G*****
  
  Julie G*****
  Manager, Regulatory Relations
  Aspen Dental Management, Inc.
  *** ******* ***** Parkway
  East Syracuse, NY 13057
  On behalf of SC Smiles LLC
  Phone: ************ **** ******
  Fax: 315-634-3402
  Email: ********aspendental.com
  

*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. ↩