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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 visited this office for a dental cleaning on 2-15-2024. At the time of the visit I was told that I had a $71.00 credit but still owed $96.80 which was charged to my ******** card. I protested the amount since I had dental insurance but was told I had to pay that amount. I provided my dental insurance info. I continue to be billed for $89.00 and am told I am now being turned over to collection. They only turned $20.00 into my insurance. This was for gingival irrigation per quad which I agree is generally not covered. The rest of the amount for the services received has not been turned into my insurance per the carrier, **** *****. I have called numerous times and spoke to the Aspen Dental office manager asking her to turn the entire amount into **** ***** and it will be paid. If the file a claim, they will owe me a refund. She keeps assuring me that it will be done, but they never refile the claim. I also call the billing department and never receive the assistance I need.

    Business Response

    Date: 05/21/2024

    Response attached.We are writing to acknowledge receipt of the complaint filed by ***** **** regarding their experience at
    the Aspen Dental branded practice located in Chattanooga, TN which is independently owned and
    operated by *** ****** ****.
    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.
    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.

    Customer Answer

    Date: 06/03/2024

    Aspen Dental has not refiled the claim. I would like an update on this as soon as possible. Aspen Dental needs to call **** ***** **** ****** ** ************ and ask for ***** * and she will expedite it. 

    Business Response

    Date: 06/03/2024

    The claim was filed on 5/23/24.

    Customer Answer

    Date: 06/04/2024


    Complaint: ********

    I am rejecting this response because: per ***** * at ***** on June 3rd a new claim has not been filed. She spent extra time reviewing all records attached to

    my file.   Please contact her, per her request and she will help get this claim expedited.  The only claim received by ***** was the incorrect one filed initially for $20.   I would like to get this resolved.  All Aspen needs to do is refill the claim.  This should not take 4 months to do.  I have wasted hours calling your Chattanooga office and billing. PLEASE refill the claim so we can all out this behind us. Thank you

    Sincerely,

    ***** ****

    Business Response

    Date: 06/05/2024

    It may take up to 30 days for claim to show on file. Please allow time.

    Customer Answer

    Date: 06/06/2024


    Complaint: ********

    I am rejecting this response because:

     

    I have requested that you call and speak to ***** * to get this resolved.  She offered to expedite the claim if you call her and refill the claim. I have been told numerous times over the past several months that you refilled the claim and you have not. According  to my insurer it would be on file immediately.  I want this resolved it has been nearly 4 months and I have wasted way too much time on this.  Remember this problem was created by Aspens insurance filing error.  Please talk to ***** * and refill. They do NOT have a new claim form. 

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:12/08/2022

    Type:Billing Issues
    Status:
    Answered
    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 ****** Healthcare Insurance in 2000 and 2001 and chose aspen dental for my dental care. After about 6 months of going to the practice I inquired about teeth whitening and was told by 4 different employees that it was covered by my insurance. I decided to get the treatment called zoom which did not whiten my teeth and when given the box to take home for maintenance it was soaking wet and fell apart and had to be put in a bag to take it with me. the girl was also rude and didn't care that the box was wet because it was closing time and i was the last patient and she was rushing me out. After receiving the zoom (which I've seen in Las Vegas for 30.00 and other venues for no more that 50,00) and receiving a bill for 318.00 for the treatment when I was told by the staff at Aspen Dental that it was covered but apparently it wasnt. So i called the office and was on hold for such long periods i asked to speak to the district manager i think her name was ******* and spoke to her and she said that they submitted the paperwork to get it covered and they said it was covered but they never sent in any paperwork because i contacted *** to see why they didnt cover it and they said they never cover it so u asked the district manager to send me the paperwork where they said it was covered and she never did send it and instead it went on my credit report and I had asked that Aspen Dental resubmit the paperwork and told this to the collection agency and they put it on my credit report without sending me any paperwork or proof they ever submitted it to ***. I think that Aspen Dental is using this method to make people pay for extra things they get when they say it will be paid by insurance and it won't because this is deceptive business practices. I have an app on my phone that records all correspondence and when I file or if I have to file with civil action I will have the proof that I need. However I hope we can clear this up without litigation.

    Business Response

    Date: 12/11/2022

    Response attached.

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ***** *********** on behalf of the
    Chattanooga, TN 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.


Aspen Dental is NOT a BBB Accredited Business.

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