Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  05/07/2024

  This complaint is under review.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  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 response

  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

  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 response

  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 response

  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 response

  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 response

  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

  03/13/2024

  This complaint is under review.

  Business response

  03/14/2024

  This complaint is under review.

  Customer response

  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

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  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

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Refusal to give money back for a procedure that did not happen. Transaction happened sometime in January. Procedure was supposed to happen in February, but denied due to needing anesthesia.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of service 2/21/23. The balance was $477.50 which was the remaining balance from what the insurance did not pay. Aspen Dental on Garners Ferry Road performed a root canal. The nature of this dispute is that I had a root canal procedure done in this office over a month ago. The permanent cap as fell off multiple times and the last time it fell off was 4/18/23. The short version of this story is that they still hadn't made a appt to fix the tooth because the doctor that performed the procedure DOES NOT WORK AT THAT LOCATION. The Dentist works out of the Camden office which is over an hour drive for me and my procedure was done here in Columbia. I have called the customer service number, spoke to several Reps, still no resolution. Last time I spoke to someone was on 4/27/23. Every day I call the customer service line and the automated service states that they are either busy or that all reps are in training. I have left several messages at the corporate office, no response, requested the regional manager, Michelle Mitchell to return my call, no response. No one has contacted or rescheduled my appt to fix my tooth. The last Rep I spoke to stated that the Dentist in the office will not fix the tooth and all the other Aspen Dental offices will not either. As of today, I have not spoken to anyone from this business since 4/27/23. My tooth still hurts, I can't eat on that side of my mouth and my Mother has been calling everyday and still no answer. This bill should be resolved by Aspen Dental and I should not have to pay anything else because of the pain and suffering I have experienced these last few weeks. I want my tooth FIXED. The earliest appt the Rep told me on the phone on 4/18/23 would be mid May when the dentist who performed the root canal will be back into that office.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a tooth pulled my Dr. H**** back in Feb of 2020. She tried to pull the tooth for 45 mins but when she could not she cut the tooth out. When she was trying to pull the tooth, i told her that my ear was hurting and to stop. She did not and 2 days later i had a ear infection. After her cutting out my tooth i began to have bone spurs a total of 40 + over a year and half. I asked to her refer me to a oral surgeon and she refused. When i asked for my medical records they refused to send them to me. Only after sending two certified letters to them, that is only when they sent them to me which were incomplete. Upon looking over my records i seen where doctor H**** did not put in none of her notes or records that i had any bone spurs while going to her. I also had a root canal done there and I was at work when it just fell out my mouth. i had to pay another dentist to fix that problem along with other issues that was unresolved. Along with my insurance i have paid Aspen Dental of Camden SC over $16,000. I have premiant nerve damage and hearing lost from Dr. H**** not properly caring for me. I have witness and records showing i have had bone spurs.

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/07/21) */ 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 SC Dental PC. 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.

*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. ↩