Complaints

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:02/10/2025

  Type:Order 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.

  Went to aspen for a cleaning. Was told I needed perio therapy and set up an appointment. Canceled the appointment and went for a 2nd opinion. I had a regular cleaning with a note of no perio disease. Aspen us contracting with my insurance, but is not submitting the claim. They kept billing us. Per the last conversation, this was handled. I have now gotten a call from a debt collector. They are refusing to send the claim to insurance per their contract. I am not required to pay it unless they file. we also were charged extra for my husband's visit because they put an out of network provider even though his appointment was with a network provider. This is also a violation of their contract with bcbs.

  Business Response

  Date: 02/19/2025

  Response attached.

  Business Response

  Date: 02/20/2025

  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: 02/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22921560, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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 was charged for services that were not rendered.

• Initial Complaint

  Date:03/29/2024

  Type:Billing 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.

  This dental office is currently holding onto $873.41 that my dental insurance has paid on a claim. These payments were sent electronically to the Abilene office on 2-12-24, 2-15-24 and 3-14-24. I have emailed ****** ***** on 3-23-24 with copies of the insurance statements as proof, still no response. I have called, emailed and called corporate office dozens of times, with no resolution. At our first visit last July, the office manager ***** told us to set up a Care Credit account and the cost for the entire treatment plan was charged to it that very day. She assured me that as the claims were paid by our insurance, she would immediately refund that money directly to our care credit, which she has not. We only have a limited time of no interest on that card, so it is very important to get it paid off now. If I cannot get this issue resolved with them now, I am preparing to file a complaint with the Texas Dental Board. The form is already filled out and all I need to do is email it.

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service 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.

  Aspen Dental Abilene Tx. Went to get teeth pulled purchased a package deal everytime my wife go to teeth fittings they charge her and and the medical dentures there is nothing left to shave off them. And its been 5 months since teeth pulled to get permanent dentures they claim she can get from 3 to 6 months but still want her to come in for a fitting so they can charge yet again 15 dollars for the medical dentures that are way to big and nothing left of them to shave down.

  Business Response

  Date: 01/05/2024

  "I called and spoke with the patient to address and hear concerns. The patient is upset that her insurance requires a $15 ci pay per office visit. I have tried in multiple occasions to explain that this is the insurance that requires the $15 office visit co pay and this is something they need to contact insurance about. The patient's husband ****** who submitted the BBB said he did not want to speak to me any longer regarding this because he doesn't know anything about it and wants to let the BBB handle it. I tried in multiple ways to explain to deescalate the situation, but he would not let me speak at all."

• Initial Complaint

  Date:10/26/2023

  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.

  Went to Aspen Dental on 1-19-2022. Agreed on a plan. I pd $2,182.00 Insurance pd $4,611.00. The did the surgery, made me dentures that would not fit so they told me go somewhere else and have further surgery and come back or I could pay $17869.00, and they could fix this problem. I've been back so many times still have no upper dentures and the refuse to return my money. It's now 9-26-2023 still no dentures.

  Business Response

  Date: 10/26/2023

  "We are writing to acknowledge receipt of the complaint filed by ******* ******** regarding their experience at the Aspen Dental branded practice located in Abilene, TX which is independently owned and operated by DR KANAGARLA AND ASSOCIATES PLLC. 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, ******* ******"

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service 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.

  Don't waste your time. I scheduled my procedure THREE weeks in advance. They didn't call me until late the afternoon before. I attempted to call back multiple times with no answer, left a voicemail. I received my confirmation email that morning, came to my appointment, for them to tell me that they screwed up and they are not ready/able to complete my procedure. After requesting my card be refunded for the money they had already charged me for the procedure I hadn't even had yet, they suggested rushing the entire process to try to keep me as a customer since I am not able to reschedule after already taking time off work and planning everything else around this procedure. It was a major waste of time, energy, money and false hope. Now, I'm out money, time, and insurance benefits and they have literally done nothing for me and my spirit is crushed after getting my hopes up from them. Listen to the multiple terrible reviews, I should have.

  Business Response

  Date: 10/26/2023

  "We are writing to acknowledge receipt of the complaint filed by ******* ******* regarding their experience at the Aspen Dental branded practice located in Abilene, TX which is independently owned and operated by DR KANAGARLA AND ASSOCIATES PLLC. 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, ******* *******"

• Initial Complaint

  Date:09/07/2023

  Type:Billing 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 Aug 25,2023,I went into aspen dental for severe tooth pain. After X-ray and exam, I was advised that I needed 8 or 10 teeth extracted, and then have a denture made for the bottom. They also advised that I needed a new top denture made. They presented a proposal, which was for more money than I had so they told me that I could apply for Care Credit. I was approved for $3,000, but only needed $2138.49. The whole process was to take 2 to 3 weeks, but first I needed to be on antibiotics for a week due to infection. They immediately charged the $2138.49 to the credit card, even though the service hadn’t been provided yet! After going home and thinking about it, I decided that I wanted to go to a different dentist. On Aug 31, I called and canceled and requested the amount charged to Care Credit to be refunded. By this time, Care Credit had already sent a statement and I have my first payment due. As of today, the amount is still on my account and when I called Aspen, they said that it would take a couple weeks for the process, so now I am going to have a late payment go against my credit for services that were never done!!!!! It is very poor business practice to charge a credit card before a service is even started!! I need this amount refunded to my account immediately!! It has been over a week since I first requested it!!!!

  Business Response

  Date: 09/08/2023

  "Patient came in for New patient exam and accepted treatment. She was scheduled for her extractions and delivery but called and said she wanted to be seen somewhere else because we could not fully sedate her at our office. Upon discussion with the patient the care credit refund was immediately submitted, and I explained to the patient it would take some time to reflect. I tried reaching out to the patient again this morning to explain the process and hear her concerns was not able to get ahold of her."

• Initial Complaint

  Date:05/22/2023

  Type:Product 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.

  Essentially, I received poor quality service, a very hasty and likely inaccurate diagnosis, and was told I needed a tooth extraction and dental implant. I was told I needed to apply for a care credit account to pay for the implant. I applied, and was then asked how I intended to pay the rest of my balance. I understood that the charge would be in the neighborhood of $2,000. The care credit approved me for $3,500 (37.5% interest). When I asked what the rest of the balance was for, I was told the procedure would actually cost somewhere in the neighborhood of $12,000. I asked the person milking me for money if the care credit application could be deleted. She told me that it could. So, I have her my credit card and asked her to use my credit card. So, she swiped my credit card. After I left, I felt as if they had completely ignored my tooth pain and wanted instead to just bill me for services I was not convinced I needed. I was in extreme pain and likely a bit delirious from pain. I just wanted to get out of there. My complaint is that I felt coerced into paying in advance for a service that was not medically necessary. They promised me a refund a month ago, but I have not received any refund yet. They keep telling me their system has been down, but this has been a month since I was promised a refund. Although, I was told that the “Care Credit” application had been cancelled, it was NOT. I called the Care Credit bank, and was informed they had not received anything from Aspen Dental regarding cancellation of the application or of refunding my money. They told me to work it out with Aspen Dental. So, my credit card was billed $6,848 and Care Credit was billed -$3,500. I have not received the services for which I was coerced into prepaying. I WANT A REFUND.

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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 had an appointment with the Aspen dental clinic. When I arrived at the appointment, it was explained to me that X-ray were free. They asked for a pre-payment for treatment that was being scheduled. I was unable to have the treatment done. I asked for a refund and $520 was deducted from it. They did NO treatment what so ever but charged me. All we did was meet and discuss a treatment plan. I called to ask why I was being charged and the woman argumentative and rude. She refused to give me the rest of my money. Next day I received a letter from my insurance company stating they paid the bill.

  Business Response

  Date: 05/15/2023

  "Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by **** **** on behalf of the Abilene, TX Aspen Dental branded practice, owned and operated by DR KANAGARLA AND ASSOCIATES PLLC. 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, ***** ******."

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19864354
  
  I am rejecting this response because:
  You gave absolutely no resolution whatsoever. This is ridiculous. I’ll have to give your company negative reviews and stir people from getting mixed up and ripped of by Aspen Dental. I’m still waiting for my refund 
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/20/2023

  Type:Product 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.

  I went to Aspen Dental in Abilene, Tx an I have had nothing but trouble since day 1. I went in with an infected tooth an came out with $13,000 treatment plan, guaranteed me it was the right decision to have all my teeth fixed, to make a long story short, I had all my upper teeth pulled in December an left with a temporary denture I have had nothing but pure hell. This temporary denture has never fit, I have been back to that office at least 2 x a month with issues. Excuse after excuse as to why it’s so Ill fitting I myself am new to this so I assumed they knew what they were talking about an it was surely going to get better. Boy was I wrong I have had 2 teeth fall out of this top denture, first one they fixed no problem, the second tooth that fell out was the very front tooth, absolutely humiliated I went directly to there office with my tooth in hand, so not only do I have a denture that don’t properly fit it’s even missing the front tooth. Nice, right? Only $5000 for such a nice set of dentures with missing teeth. I wasn’t even aware that was possible, however I have learned a lot. While at the Aspen dental office I was informed they could not see me nor fix my tooth until Monday. I assume they wanted me going all weekend with no front tooth. I refused to leave, spoke with a manager an finally got my tooth put back in. I have not even received the permanent ones yet I assume the BEST is yet to come!