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:12/23/2024

  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.

  Ive been with Aspen Dental for a couple years now. I go in for my regular teeth cleaning every six months. They convinced me to sign up for a reward savings program that I paid $40 for the year which just renewed on November 9. Six months ago when I went in for my teeth cleaning appointment, Im a single mom mind you so I have to save up for these appointments. I had my money saved up for my teeth cleaning appointment when I was done I went to the register asked how much I owe they told me that I owed nothing. I double checked and the lady at the front desk reassured me I owed nothing. I walked out assuming that it was part of the saving rewards program because there was times where I didnt have to pay as much or I didnt have to pay anything because of the rewards savings program. Fast-forward six months later, today I walk in to get my 6 month teeth cleaning and they told me that I owe a back charge from the last appointment. So in order to get my teeth cleaned today, I would have to pay almost $400. $242 for the exam and teeth cleaning which is ridiculous because the whole point of that savings program is your exam should be free with the additional $127 for the teeth cleaning. 6 months ago I was prepared to pay for, asked how much I owed and they told me nothing so I dont think its right that they expected me to pay almost $400 right now for me to get my teeth cleaned because of something that they messed up on and not me.

  Customer Answer

  Date: 12/23/2024

  It was the Aspen Dental in ********** *****

  Business Response

  Date: 12/26/2024

  Response attached!

• Initial Complaint

  Date:12/20/2023

  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.

  This company said they charge for services before rendered. So I paid $2114 for my daughter's crown and deep cleaning. However after an entire year of trying to get this company to either: send in a bill that PROVES I owed $2114 in services or refund me back the $770 that cannot be accounted for, they give me the run around saying they sent it to my insurance which by the screenshots I submitted, this never happened. They can only account for $1344 of it. This is fraud point blank. My new FSA limits are about to be suspended because these people cannot simply refund me for services they charged for but I did not owe. What kind of company thinks they can operate like this? My daughter went to them only because they could get her in sooner than another dentist and I wonder why? Maybe people are seeing the reviews that this happend a LOT and chooses to go elsewhere. This is absurd. My dentist refunded me WITHOUT me asking when they realized I overpaid for something. That is how you run a business! This fraudulent transaction has resorted me to this complaint and I WILL seek other measures if necessary because $770 is a lot of money to steal from someone's FSA. I had to pay over $800 out of pocket through the year due to that dental visit alone wiping out my balance! I need those funds this year for my other kids and I to use and it is not ok that this company literally does not care that they have stolen from me. I am beyond upset to hear that MY money I work hard for can't even be used in the way I need it because this company routinely practices fraudulent activity.

  Business Response

  Date: 12/20/2023

  Hi ****** - I am trying to locate your Aspen Dental account and cannot find anything listed under your email address or phone number. Can you please send your date of birth or Aspen Dental account number so I can better assist you? Thank you!

  Customer Answer

  Date: 12/20/2023

  Complaint: 21034277
  
  I am rejecting this response because: this is not my account. This is my daughter's account. ************************* DOB: 5-15-1997. I used my FSA card to pay for her services and have access to all her medical/dental records since she is covered under my insurance plan. This dispute is for my FSA funds in the amount of $770 that has never been provided to my insurance as proof of a dental procedure taking place for her in January of 2023 in this amount. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/21/2023

  Response attached.

  Customer Answer

  Date: 12/21/2023

  Complaint: 21034277
  
  I am rejecting this response because: phone number ************ is for *****. She will give you permission (Again)...to speak with me: her mother ********************* ************. Please call her yet again, and ask for permission to speak with me because the insurance is mine, FSA is mine and she does not have access nor want access to deal with this matter. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/28/2023

  The office will be in touch with you shortly.

  Customer Answer

  Date: 12/28/2023

  Complaint: 21034277
  
  I am rejecting this response because:

  Thank you for the update. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/29/2023

  This complaint is under review.

  Customer Answer

  Date: 01/02/2024

  Complaint: 21034277
  
  I am rejecting this response because: ******* from the dental office sent an invoice and left a message stating that I will be refunded $668 within 10 business days. This was last Friday. So I am still waiting. I assume this will be refunded to my FSA card?
  
  Regards,
  
  *********************

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  Resolved.

  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/05/2022

  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 visited Aspen dental and had my initial visit with X-ray and had not decided if I was going to get there recommended plan of treatment. I was waiting to see how I would be able to finance the treatment plan and when to have treatment done. I had not signed a treatment plan. On October 3 I was having tooth pain and contacted them to make a appointment and I was told I would have to sign my treatment plan prior to making the appointment. I went to Aspen on my lunch break to go over my treatment plan and sign so I could make an appointment. When we were discussing what was in my plan I was told I would have to have $1200 cleaning with antibiotics before I could have any repairs done. I can not afford to pay $1200 for cleanings when I needed a root canal and fillings done to stop the tooth pain. I was told that I could not decline the cleaning and if I wanted to get any work done I had to pay for that first. I decided to get a second opinion and find another dentist. I told Aspen that I was no longer wanting there services and I was not signing the treatment plan and I was going to seek advice from another dentist. So I did NOT sign any papers or consent in any way for there services and they did NOT perform any treatment or services on that day. Aspen then without my consent or permission charged my care credit card for the entire remaining balance I had available which was $432.00. I was unaware of this charge and did not know they had charged me until I was leaving the dentist office where I got my second opinion and my card was declined. I called Aspen and the woman who charged my account said she had reversed the charge and hung the phone up on me. After I got the second opinion from another dentist I did not in fact need a root canal and crown and I only needed a filling. I was being over charged with procedures I did not even need. I had to call my care credit card and have it canceled and reported the charge as fraud.

  Business Response

  Date: 10/14/2022

  Response attached!