ComplaintsforAspen Dental

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  03/09/2021 $1503.00 dentures 03/21/2021 $743.00 dentures 01/24/2023 80.00 small claims filing fee I was sold a set of dentures, that have not served the purpose for which they were intended. They are not usable, will not stay in, therefore I cannot eat with them. I have asked for a refund, from the beginning of the problem. They advertise a Money back guarantee. The dentist even told me that he couldn't get them to work. I went to All scheduled appointments, and even in between appointments to try to resolve the problem. I have tried to resolve the problem, with the Regional managers, and the corporate office. I have disputed the charges with the finance company. The second regional manager told me, the first time that I talked with her, and told her the problem, told me to come over the next day and fill out a form, and she would give me a refund. The next day, she called me back and wanted me to meet with the dentist, Again. I did, and Still no resolution. Again, I asked for a refund. So, I called the Regional manager again, she said that she would speak with the dentist again. Still no positive results. I have recently filed a small claims. However, I would like to get a refund to resolve this problem, and not have to take it to court. I was sold a product that is useless to me, and believe the dentist has not honored their advertised services or guarantee. He knew from the beginning that the dentures were not working, and he couldn't get them to work. He could have resolved this problem at the beginning, by honoring the advertised "money back guarantee", which I did ask for.

  Business response

  02/03/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ****** ******** on behalf of the Anderson, 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.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a cap put in December 2021, the cap fell out twice. Second time it was a different doctor in the office. He told me the cap was not made right, he said they would make me another one on the house. Oh thank you. I paid 1900.00 dollars and the second tooth didn’t fit as well. I said I wanted my money back and they said it was too late that I was past warranty. It wasn’t done right in the first place and now I have a nub of a tooth without the cap. Can’t get my money back. No regards what so ever. Like it was my fault, they are the professionals. Feel totally ripped off and unregarded!!!!!

  Business response

  08/11/2022

  July 28, 2022
  
  
  
  Office of the Better Business Bureau
  
  
  RE: Patient Name 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
  Greenwood, 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*****
  Manager, Regulatory Relations
  
  Aspen Dental Management, Inc
  *** ******* ***** Parkway
  East Syracuse, NY 13057
  On behalf of SC Smiles LLC
  Phone: 315-******** *** ******
  Fax: 315-634-3402
  Email: ********aspendental.com
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told in the beginning that everything in my plan was paid in full which was to have a top and bottom denture that would fit well and not be lose in my mouth and now they are saying that I would have to have a surgery in order to make a denture fit on the bottom. They have changed dentist and office people in the office so I don't know what is going on with them but I had to take out a 3000.00 loan from Genius to have this paid in full and now I have no teeth and I owe for the loan and I just think that they should at least give Genius the 3000.00 back because they didn't do what was agreed to. Thank you

  Business response

  07/22/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Rock Hill, 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.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Feb 11 2022 I got extreme pain in my jaw area. I Contacted Aspen Dental 2/14 when they opened and got an appointment that day. They took xrays and said I need root canal therapy and crown on one tooth and need a minor filling on another. The Tooth needing the root canal was infected and causing the pain. They told me the work would cost me $1579. I have to pay at least half in advance. I gave them a debit card and paid $789.50. They scheduled the root canal for 2/16 and the filling for 2/21. I left and the very next day they called and said they have to reschedule the root canal due to some equipment not arriving. They said I'd be contacted. On 2/21 I got the minor filling done there. Aspen called a week or so later and scheduled the root canal for 3/1/22. On that day they cancelled that March 1st appt and said they would reschedule. I was still dealing with pain and they finally called and scheduled the root canal etc for April 5th. Several weeks after the initial appt. April 5 I went in and they charged me another $90.50 before they would start work. That's $880 so far. Dr Mandala, the lead dentist spent a few minutes working with the tooth and then left the room. A few minutes later the dental assistant came in and said they won't be doing the root canal therapy and crown now. The tooth was now gone. Dr M****** then came back into the room and said we we're done for the day and they would refund ALL my money. She lead me to an office worker named Stacy that apparently handles billing etc. She instructed Stacy to refund all my money. Stacy agreed it was $880. A few days prior to this appt the debit card I had given them to pay their fees had 14 fraudulent charges put on it for $700. I had to cancel that card and had not received my new one yet. I advised her they would need to send me a check since that card is no longer valid. The refund never arrived even after a month. I sent a certified letter to Dr C******, the owner, no response.

  Business response

  05/26/2022

  This case is still being reviewed.  Please allow more time for a response.

  Business response

  06/07/2022

  May 24, 2022
  
  Office of the Better Business Bureau
  
  RE: Richard M******** Aspen Dental Account Number: *******
  BBB Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by Richard M******** 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*****
  Manager, Regulatory Relations
  
  Aspen Dental Management, Inc
  *** ******* ***** Parkway
  **** ********, NY 13057
  On behalf of SC Smiles LLC
  Phone: 315********* ext ******
  Fax: 315-634-3402
  Email: ********aspendental.com
  

  Customer response

  06/08/2022

  Well this issue is done.  I did receive $667 from Aspen rather than the $880 I was originally promised but I'm ok with that.  Thank you so much for your help in this matter.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a complaint involving the Aspen Dental clinic located at 1490 WO Ezell Blvd, Spartanburg SC 29301 primarily although I have been treated in several of their clinics to address this matter. My case began 7/3/2019. I had all of my teeth extracted except for 8 on my lower arch. I consulted to have an upper denture and lower partial created and promised satisfaction or a refund if I was unhappy with the final fabrication and they couldn't correct it to my satisfaction. I paid $2174.50 out of pocket through Dental First/******** Bank. It took over a year to get the final permanent denture because I never saw the same practitioner more than 2 times. Each time I went in was like starting over from day one. I was not treated kindly by one dentist that I saw in the Greer SC location because of the pandemic and the office I normally went to was not seeing patients at that time. I filed a separate complaint with Aspen directly because she was unprofessional and insulting. After reporting my dissatisfaction with the ********** that were ill fitting, wrong tooth size, and color we discussed implants as a means of correction; I tried to stay with them only because they were familiar with me. I was told that Dr Y**** was unable to do the initial process so I was referred to the Eastside clinic to consult with Dr P****, who I found out on consultation day no longer worked at that location and was then referred to Dr. B***** who wanted to bill me for the consultation in addition to the cost of the procedure. It has been a nightmare trying to get a good fit along with comfort and I'm no longer willing to continue with this provider. I want to get off this rollercoaster, return the final dentures that I cannot use/wear comfortably and get a refund so I can find a surgeon who can do the permanent implants correctly without having to have multiple practitioners with separate bills. Someone knowledgeable with a good reputation in the community. I've had consults with 2 clinics.

  Business response

  05/19/2022

  April 11, 2022

   
  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*****
  Manager, Regulatory Relations
  
  Aspen Dental Management, Inc
  *** ******* ***** Parkway
  **** ********, NY 13057
  On behalf of SC Smiles LLC
  Phone: 315********* ext ******
  Fax: 315-********
  Email: *******@aspendental.com

  
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had many issues with aspen dental care of my wife ******* after having her teeth pulled and dentures made she had a lot of pain from the dentures took her back and the dentist said it was normal still hurt took her back again and the first dentist was no longer there and she had to have her gums cut open and the bone ground down and she asked if she owed anything else and they said no then received a bill from them and a letter from her insurance saying she didn’t owe the 700 bill but we had to pay it for them fixing their own mistakes

  Business response

  03/30/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ******* ****** on behalf of the ******, 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.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over the Christmas holiday, I had my mother, ******* *****, with me. She complained of tooth pain. So I went online in search of an Emergency dental appointment. I found a site that provide appoints. I live in Charlotte. all of the local dentist had dates 2 and 3 weeks out. Aspen Dental of Spartansburg had a visit available the next morning. It's an hour and a half away. We set the appointment and went in for a visit. During the visit, unknowingly, but at the admission of the office manager, they took her in a new patient, rather than as a new patient. The offer manager accepted this as a mistake on her part. She advised us that she would have the bill corrected due to it not being our fault but an issue with the intake site. Additionally, the finance person lied about the tooth cleaning - stating that my mother agreed to them. This was also a lie to which they were supposed to correct on the billing. It hasn't happened. They also filled two teeth that couldn't be saved. My mother saw another doctor and found the touth #15 has a fracture and need pulling. Stephanie the Regional Manager Kept threatening me with a collections notice. Said she would have to bill me for all things after the signature paper Advised her they had already dropped the billing to 1200 and we supposed to be reviewing it to resolved the bill fully but there was never a call back. . Week of January 24th. Really the only reason she called is because I had successfully disputed the billing with Amex. She called to tell me about the collections attempts. Rebecca from corporate risk management stated the Spartanburg main st office is privately owned and the Doctor/Owner has to make the final decision on what is charged. Rebecca stated she would email the director Kristin M******* . They billed us $2004.60 unjustly and fraudulently. They are taking advantage of patients. They never resolved the dental issue. Aspen Dental, Spartansburg, SC - **** ** Main St. Unit ***

  Business response

  03/10/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by Barbara Brown 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.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 1st visit to Aspen Dental in Anderson, SC on 10/18. I had a tooth that needed to be pulled & was interested in getting a new upper denture. Dr. M***** said I needed 2 other teeth pulled (that were not hurting) & I did consent. I told him I had a total hip replacement & was to have an antibiotic prior to treatments because of infection risk. This is normal procedure. He said it wasn't needed. If infection occurs, it's a risk of infection gravitating to a prosthesis in your body. He pulled the 3 teeth. It took him an hour to remove one & my appt ran into lunch time. After he finally got the last tooth out, he literally put his tool on the tray & said he would see me next time. He refused to give me antibiotic or pain med & said to take ibuprofen. He pulled THREE teeth! I bled all night & woke up the next morning with a golf-ball sized knot where he had pulled the 2 teeth side by side & was swollen & red all the way up to just under my eye & the big knot was very red & hot to the touch. I called. Told me to come in next day. He was very nonchalant & still refused to give me anything for pain. He gave me an antibiotic but seemed unconcerned. I was out of work for 3 days. I saw him again (3rd time) on 10/21. He had taken impressions for the news denture but could even get it in my mouth it was so swollen. I have been unable to eat. From the first visit, I was given NO post-treatment instructions whatsoever. I have been in horrendous pain, with ibuprofen NOT TOUCHING IT! I asked could he NOT give me something & he said he just WON'T! I told him I did not come in to put myself through all that pain just to get pain meds! Told me to come back 10/25. I am a medical social worker & had 2 drs. & a nurse practitioner look at me today (10/22) & they were horrified that my mouth was "butchered" (their words) & not given a rx for pain. Also, I was told the knot is going to have to be drained. I'm livid! This is worst experIence I've EVER had!! I'm 63 years old & in a MESS. HELP

  Business response

  10/26/2021

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ****** ******* on behalf of the Anderson, SC 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.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to Aspen Dental in *********, SC to have the remaining cavities filled and after this procedure, I would have no more cavities left. Before the procedure was done, I paid the costs upfront of $266.60. I now live in Virignia and saw a dentist for a root canal and after x-rays and 3D scans were done, they determined the teeth that were supposedly done by Aspen Dental were never fully done and I now have to get all of those cavities filled. I paid $266.60 basically for nothing. I disputed it with my bank and because I approved the charge, they couldn't do anything. This is true, of course, I approved it since this has to be done before the procedure is done. I am requesting a refund of $266.60 since the work was never done thoroughly and I now have to get this procedure done again.

  Customer response

  10/20/2021

  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,
  
  *** ****** 

  Business response

  10/21/2021

  October 18, 2021
  
  Office of the Better Business Bureau
  
  RE: ******** ****** 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
  *********, 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*****
  Manager, Regulatory Relations
  
  Aspen Dental Management, Inc
  *** ******* ***** Parkway
  **** ********, NY 13057
  On behalf of SC Smiles LLC
  Phone: 315-******** ext ******
  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. ↩