Complaints

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

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  Aspen Dental

  5540 Sunset Blvd Lexington, SC 29072-9262

• 

  Aspen Dental

  1257 Broad St Sumter, SC 29150-1973

• 

  Aspen Dental

  2051 Sam Rittenberg Blvd STE A Charleston, SC 29407-4683

• 

  Aspen Dental

  7398 Rivers Ave North Charleston, SC 29406-4613

• 

  Aspen Dental

  7510 Garners Ferry Rd Columbia, SC 29209-5801

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:03/03/2025

  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.

  When I went to aspen I asked the doctor I need a crown and I pointed at them. I told the doctor I don’t need fillings because I have insurance that covers it. I thought they were going to do the crown on the tooth I told them. I had a root canal done there. That’s why I needed a crown. But instead of doing a crown there they did a crown on an other tooth that don’t need a crown. I did reminded them multiple times times I don’t need a filling on my other tooth. Time pass this lady told me to sign a paper which I thought it was for a crown. She never explained to me what is was for. Like again I reminded them I don’t need fillin because I have insurance that covers it. I wouldn’t want to pay for a filling if I have insurances that covers it. I didn’t know what they were doing in my mouth. Once’s I got the crown on I was in shocked that the tooth was not supposed to get a crown or a filling. I went to my original dentist doctor and told them in what happened they where like they was not supposed to go do that cause that tooth didn’t need a crown. Which I told him but aspen didn’t listen . I had to pay out of pocket over 2 thousand and it was hard for me to get that money. I called them why they are charging me that much I spoke to the manager and they told me they can’t do anything g because I sign the paper which I had no I idea what it was. Usually they tell me what it is but no. I will never go back there again.

  Business Response

  Date: 03/05/2025

  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..

  Customer Answer

  Date: 03/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Ninfa P******

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/08/2024, I had a normal dentist appointment with my local AspenDental. I gave the receptionist my health insurance card. I told her I needed to "add" this to my account because I have two dental insurances. Long story short, AspenDental billed the dental insurance in the wrong order, and I ended up paying more for my dental appointment. I'm still trying to get refunded for the overage. This occurred with the local AspenDental, but the corporate office has been extremely helpful with the matter.

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because: I prefer to speak to someone at the corporate office moving forward. I'm not trusting of the local/independently owned location in Beaufort, SC. This location's medical billing practices are predatory. I want to ask them, are the billers at this location, medical billers/coders?
  
  Sincerely,
  Catreace B

  Business Response

  Date: 03/04/2025

  This complaint is under review....

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 dentures made . They don’t fit I told them they didn’t fit. But just to make sure it wasn’t me I told them I would take them home and try them. While I was in the office the assistant said “Well put some glue on them. No I am not paying 2460.00 for something to have glue in my mouth. I cannot keep them in they slide all over. In fact I tried to eat with them and I can’t I gagged because they slid off. I have ulcers in my mouth for trying them one day. The teeth are rough like animal teeth and feel like they have gum on them. I have dentures made years ago I know the process they mold your mouth, create the dentures, and adjust if necessary. My first dentures fit on first try. I have been back and forth with these dentures and still not right. I have dental insurance that paid 1,000.00 of the balance which left me to finance 1313.00 Also I should have thought something was off when their loan person said I could only get approved for a 35% loan. That loan company could not have contacted anyone to check on me. I came home and applied for care credit and they contacted me telling me they couldn’t give a decision until I unlocked my bureau account. I feel like Aspen makes your teeth bad as a ploy to get you to buy a more expensive denture. Please help me with this mess. My preference would be to just go somewhere else because obviously I do not want to injure my mouth anymore. Sincerely, Kathy Lawson

  Business Response

  Date: 02/26/2025

  Response attached.

  Customer Answer

  Date: 02/27/2025

  I am rejecting this response because: 

  I will wait for the business to contact me. If they cannot correct the issues. I want my insurance to be refunded and the loan voided.  If that dentist office cannot complete a denture without professionalism. If I had known it was independently owned I probably would not have gone there.

  Sincerely,
  Kathy L

  Business Response

  Date: 02/27/2025

  This complaint is under review.

  Customer Answer

  Date: 02/27/2025

  I am rejecting this response because: 

  Aspen dental contacted me today Melody is not a professional. She well if there is a problem you need to contact us. She would not let me get a word in. I refuse to be treated that way. She said I cursed. The only thing  said was about their dental assistant saying put glue in your mouth. I said who the hell is going to tell someone to put glue in their mouth.
  I tried to explain they didn’t fit when I was there.But she didn’t want to hear that.

  Please tell me how I can get a refund this is the worst business I have ever felt with.

  She acted like I didn’t contact them I did that by email first.

   F I need to get an attorney I will this service is wrong.

  Kathy  L

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ere is the review you will see on the Yelp application tomorrow I have emailed and texted you many times. The people at the front desk won’t talk to me. It’s a very simple issue. I paid you $10,600.07 months ago and I haven’t been able to eat one meal because the teeth on the bottom fall out. You are about to get in a lot of trouble. About three weeks ago I asked Yolanda at the front desk to send me a copy of my medical records and the contract of $10,600 for the procedure. Then I checked up a couple days later and she still hadn’t. I think you know you have 30 days to do this or you can pay up to $1.5 million in damages from Hippa to be fair to Yolanda, she’s in the middle and I think there was a vacancy in the general manager office, but I talked to Yolanda and begged her to have the regional manager call me and I never received a call .  I want my teeth fixed, which has to be with lower implants, the people here in New Mexico say any more adjustments won’t work because I’ve had eight of them and they have all failed, The work was done in Charleston and I had two adjustments and a postop visit and then I moved to Santa Fe, New Mexico and had five failed adjustments there before they put in the permanent ones which failed the first night. I have filed 17 complaints with government agencies, the BBB, television stations, and MY FULL REPORT I HAD TO CUT IN HALF DUE TO THE LIMITATION IN YOUR SYSTEM. I REALLY NEED YOU TO SEE THE WHOLE THING SO YOU CAN UNDERSTAND WHAT HAS HAPPENED. PLEASE CALL ME AT ***-***-****. THANKS.

  Customer Answer

  Date: 09/19/2024

  I don’t know what to do, but you guys have been great and I guess that’s all you could do as long as you post his several non-responses on your website. These people at Aspen Dental are despicable. I have now going 270 days without eating because my teeth fall out, I’ve lost 45 pounds, and am sick from Mail nutrition And I have witnessed them breaking the law several times like HIPAA violation and rules for dismissal. They’ve only responded to one inquiry From the Justice Department because they were a little afraid and the response was a 100% lie and I can prove it but the people at the Justice Department have Close the case because a response was given, and they would not let me file a counter response. So thank you for your help. I wish you could put my response to you on your website or in your records someplace.

• Initial Complaint

  Date:05/01/2024

  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.

  Aspen Dental Sumter, SC- Starting July 2023 - Seeking Dentures * Originally were pulling some teeth but pulled ALL my teeth without my consent. * Over and over, the dentures were crooked, or short, didn't fit, pinched, fell out, etc. This went on for months! * I wanted a second opinion from an independent dentist who found that I am losing bone and need to act quickly or I will go without teeth for the rest of my life. (March 2024) *I tried to contact Aspen dental to discuss but they would not return my phone call for a month. * When I finally spoke to Aspen they refused to give me my money back or redo my teeth. *Just about $8k out of pocket and through insurance. (Insurance depleted) * I contacted an attorney and will continue to find the right one to start a class action suite. Who wants to join me? **********************

  Customer Answer

  Date: 05/07/2024

  I want a full refund immediately  & I want to.keep the top denture until a new set is completed at the NEW Dental Office that I had to SEEK OUT through a NEW DENTIST due to Dr. BASTA( at ASPEN) REFUSING TO MAKE A NEW SET.  

  I WILL RETURN the Dentures that were so poorly made ONCE the NEWLY MADE( TOP DENTURE ONLY TO START) which will be in approximately( 7 weeks) . 

  APEN DENTAL did say they would refund me BUT I am being told that I have to give the Dentures that were so poorly made back by by MAY 28, 2024 at the latesand if i dont give the Dentures Back by this time IWOULD NOT get the 30 day Money Back Garuntee.(I would have NO TOP DENTURE which would be approximately 2 months!!!) IVE NEVER HAD A BOTTOM DENTURE TO FIT AT ALL AS WELL and would be toothless for that period of time which leaves me surqestured in the my home and not being able to go to ANY PUBLIC OR FAMILY  FUNCTIONS 

  I PERSONALLY THINK THAT ASPEN  SHOULD LET ME KEEP THE TOP DENTURE AND GET THE REFUND WHICH IS $1500( OUT OF POCKET EXPENSE)  THEN I WILL RETURN THE TEETH TO THERE OFFICE IN SUMTER SC 

  *** Aspen is also trying to make me pay $621.00  for FLD Immediate Classic with Reline was apparently done August 21 2023 and I was TOLD THAT I WAS PAID IN FULL FOR ALL 

  Best Regards 

  Patricia A****

  ********************** 

  Business Response

  Date: 05/07/2024

  This complaint is under review.

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 get Motto Aligners Feb 9, 2024 and paid a deposit. I was told I would receive my first set of trays in 2 weeks which would have been Feb 23rd. I did not hear of them I reached out the week of March 4, and was told they have not received them but will call me when they do! She was RUDE! I called every week and was told the manager was at lunch, the manager would call me back, just excuse after excuse after excuse! I went to the establishment on Friday, March 22 and was told they don’t have a dentist to administer the Motto Aligners and that’s why it’s been a major delay! Why wouldn’t they reach out and inform me that? Why would they take my money knowing this! I asked for a refund! The assistant office manager informed me that I would receive it in 72 hours. I HAVE NOT! No one is responding to my emails, and have not given me any updated information. I just would like to receive my refund and never do business with them EVER again!

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  5/17/2023: paid dental office out of pocket for dental procedure $951.80. This was prior to filing a claim with our Metlife insurance. Metlife processed the claim once filed and paid Aspen $450.00, we owe $597.00, but we paid $951.80 the day the procedure was completed. We received a refund on the overpayment 5 months later. On Feb 20, 2024, we received a bill that we still owe $422.00 for the procedure that occurred on 5/17. The Aspen office refused to look into the issue and directed me to "customer service" and they said they never received the $450.00 from Metlife. Metlife claims they sent it and the Explanation of Benefits states that the money was sent. Regardless of the Metlife payment, this still doesn't address the amounts they are charging me or the fact that we already paid out of pocket. 5/24/2023: paid dental office out of pocket for dental procedure $697.80. This was also prior to filing a claim with our Metlife insurance. Metlife processed the claim and stated the we didn't owe anything, but they (Metlife) needs certain radiographs and/or periodontal charting in order to completely process the claim to determine if they will cover any of it. Metlife stated they never received this information. Again, on Feb 20, 2024, we received a bill that we still owe $902.00 for the procedure that occurred on 5/24. As stated already, the Aspen office refused to look into the issue and directed me to "customer service". The bottom line is that Aspen is double charging us for services already paid and also charging us the incorrect amounts based on what the EOB's state. If they didn't receive a check from Metlife they need to resolve that with Metlife. I have copies of the Explanation of Benefits that clearly state that the amount was sent. I have tried to resolve this in good faith by talking to Aspen and Metlife. It seems no one is doing anything to help resolve this problem. I've already spent entirely too much time on this.

  Customer Answer

  Date: 02/28/2024

  Hello. Thank you for your prompt response and attention to this matter. I just wanted to confirm that we have the right Aspen location in Columbia. The address is 10266 Two Notch Rd Columbia, SC 29229, phone no: 803 865-9334. Also, I can provide payment receipts and EOB's processed by our insurance company. I have spoken to Aspen billing 2 or 3 times and Metlife 3 times. I and Metlife agree on the matter at hand, but Aspen seems to be clueless. They even filed a claim against an insurance carrier that we no longer have for some unknown reason. I feel like someone from the office and myself need to sit down and go over the claim(s) that my insurance carrier has already processed. This way they can review the EOB's and see from our perspective what has already been completed.

  Business Response

  Date: 02/28/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!

  Customer Answer

  Date: 02/28/2024

  In response to Aspen Dental's inquiry: The name is M****** P**** The phone number is 803 ******** and the email address is m**********@*****.com. These are connected with the account. The account number associated with the bill we received is ********. I've attached the first page of the bill we received.

  Customer Answer

  Date: 03/01/2024

  We are looking forward to speaking to Aspen about this issue and resolving it. We will wait for their phone call within 5 business days, as per their attached correspondence. Thank you.

  Customer Answer

  Date: 03/04/2024

  Why is the complaint closed? We haven't spoken to Aspen Dental yet. They have yet to honor their pledge to contact us.

  Customer Answer

  Date: 03/13/2024

  Per our discussion, we would like to reopen the case due to the company not reaching out to us to resolve this issue. Upon notifying Aspen Dental of the BBB complaint, we received a message from their corporate office on company letterhead that an internal review would be conducted and someone from the office would be reaching out to us within 5 business days to discuss the issue. This never occurred. I'm attaching Aspen's notification letter. Thank you for your time and effort.

  Business Response

  Date: 03/13/2024

  This complaint is under review.

  Business Response

  Date: 03/14/2024

  This complaint is under review.

  Customer Answer

  Date: 03/22/2024

  Where's the response from the business? We're not seeing any response and we're still waiting to be contacted by Aspen Dental.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 29 of September 2022, I wrote a check for $585.20 for services that Aspen Dental at 10266 Two Notch Rd, Columbia, SC 29229. This amount was for services they promised to perform. The office manager, Melissa M*****, said that the total service would be $1,961.00 and my dental insurance would take care of the balance. I was able to have one service performed on 10/10/22. I then had to have spinal surgery and was not able to continue. Therefore, I canceled the remaining services. I called the office to cancel and was told to visit the office in person. On March 3, 2023, I was then able to speak to the assistant officer, Rochelle A***** in person. She said I would get a refund of $327.20 in two weeks. I never got the refund. I again visited the office on July 6, 2023, and spoke to the office manager, Melissa M*****. The refund that was promised in March, was not even processed. nothing was done. Ms. M***** said the refund would now be $30.00 less but she could not explain why. I found this very strange but decided to accept this in order to resolve the situation quickly since she said that the money would be in my account in a few days. I waited and waited, but Aspen Dental never deposited the money into my account to date. I spoke again to Ms. M***** and told her that I now want the full amount of $327.20 that belongs to me. She said that Aspen Dental could not refund any money for six months. Since they promised several times to refund my money and tried to take $30.00 without an explanation, I lost trust in them. A trustworthy company should be able to issue a prompt refund for the accurate amount. The delay and lies are tactics of a fraudulent company. I need help to resolve this situation, six more months is unacceptable and there is no guarantee that they would live up to their word. Enclosed is the last email I sent to Ms. M***** and I have not received a response. Also enclosed are the transactions and the e-mail correspondence.

  Customer Answer

  Date: 07/31/2023

  I did not receive any e-mail, phone call, or letter from Aspen Dental. After checking my bank account, I saw that $291.40 was posted on 7/28/2023. This amount is $30.00 less than what is owed to me by Aspen Dental. 

  Aspen Dental deposited $30.00 less than what is owed. This situation left me feeling low and exhausted. I will consider the matter resolved.
  I thank BBB for all that they have done on my behalf.
  ****** *****

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 paid $6000 to them to get a denture set made now they won’t return my calls or issue a refund; I never got the dentures nor do I want them now. I am pursing the issue with my bank now and if that fails will look into legal avenues. It’s simply evil what they are doing; I am an 80 year old woman.

• Initial Complaint

  Date:06/26/2023

  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.

  Started dental treatment in February 2019. Paid them almost $6000 out of pocket at that time. Insurance paid more than $20,000. They were to fix all my teeth, especially front teeth with veneers, crowns, caps etc. from the outset, the veneers began to come off, crack and/or break off. I had to continually go back and forth to get their fix, fixed. They have had to re work everything they have "fixed" in my mouth. they have had to replace veneer, crowns, caps bridges until they had ground my teeth down so much (during his so-called repairs) the teeth began to break off at the gum line. Some of the teeth had to be pulled and a partials made. on my upper right side he pulled some of the teeth and made and put a 3 or 4 tooth bridge which after about 3-4 months the bridge came off in the front and he had to put it back on, eventually the teeth holding the bridge broke off at the gum line. He had to pull my bottom front teeth which he had previously put on veneers and then caps/crowns and eventually crowns began to come off or broke and he had to rework them and put new crowns/veneers . Eventually my teeth (holding the crowns etc) broke off and he had to pull them and put in a bridge. We, the dentist and myself had a discussion about all the work that had to be done. He stated to me that the work was still in warranty and he made me an appointment for June 12th 2023 to begin work to fix all the problems he created in my mouth. However, his office manager called me and told me he was dismissing me as his patient because he did not want to work on my teeth anymore. I went to another dentist to see what it will cost me apx. $30,000 to fix the issues I have now after 4 years after Aspen started. I have ,right now, 4 teeth broken off at the gumline for more than 4 months. I'm in pain, one absessed and all are bleeding can't eat anything but very soft foods, wieners, Mashed potatoes, Vienna sausages. He knew this but dismissed me anyway. Could go on but i'm out of characters.