ComplaintsforAspen Dental

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a complaint already file with the BBB. The complaint number is Complaint #********. I had told you that I didn't want tovaccept the response from the dental office. Aspen called me and once again made promises that they would call back that has been 2 weeks ago. This company now won't call me back. I tried to go into the bbb website and put in the code you gave me but I suppose it is time sensitive and that code had expired. I didn't know what else to do orher than do another complaint. I had just wanted to send a message to the bbb to let them know that this company is still slow walking a resolution and I can't afford these payments I am now stuck with. They lied about everything. What else can be done?

  Business response

  12/29/2023

  This complaint is under review.

  Customer response

  12/31/2023

  I am rejecting this response because:   it doesn't say they are going to do anything.  I spoke with them they keep making promises then I hear nothing else back from them.  Unless they give me a refund like they promised me then I will keep rejecting their response.  I provided pictures of the broken partials.  2 were made both broke in the same place.  Mow I am without back teeth and can't eat, I suffer with ulcers in my mouth and on my gums.  I can't afford to go anywhere else because I am having to pay Aspen for the crappy job they did and they billed my insurance and I would have only been responsible for around ****** I still owe them 1200.00.  Please see copy of what I owe from Delta Dental.  I have attached pictures of all what I'm responsible for.  They owe me a refund.

  Customer response

  12/31/2023

  Please see attached explanation of benefits from my insurance.  I do not owe the amount they have charged on my care credit.  I overpaid by almost ******.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date of Service: August 4 2023 Amount of money paid to Aspen Dental: ******, pre-paid for services 7/24/23 BEFORE pretreatment estimate submitted/received by in network dental insurance company, Delta Dental. Resulting in an overpayment by me.Dispute details: I prepaid for the dental services on 7/24/2023, a pretreatment estimate was submitted to Delta Dental returned 7/31/2023 reflecting the amount I needed to pay per contract. I overpaid for the services scheduled 8/4/2023. Aspen Dental is an in network provider with Delta Dental Ins. Delta Dental paid exactly as stated on the pretreatment estimate.The final payment by Delta Dental was made on 9/20/2023 by ACH (direct deposit) payment and not reflected on my Aspen Dental account as of 10/4/***** 9/26/23 I returned one of my partial denture plates because it didnt fit. I signed an Aspen Dental Denture Money Back Guarantee, stating a refund for the returned denture plate would be refunded within 5 days. No refund has been received. I have found that Aspen Dental was a victim of a cyber security breach in April 2023, therefore resulting in claims/payments and refunds taking ***** days. Here is one article regarding the Ransomware attack.***************************************************************************************************************** total for the overpayment and return of the denture is either ****** or ****** depending on how the ***** deductible is applied to the amount I paid verses the amount the insurance paid. I want the refund due refunded and not in ***** days and my benefits reinstated so that I can get dentures elsewhere

  Customer response

  10/04/2023

  Hello 

  The local dental office address is *************************************************************************************;

  The billing for the dentist office is done at a corporate level and I don't know where that is only that the deposits are sent to an **** address via electronic wire transfer- ****** only have a phone number for the corporate office which is the same for the local office, just a different option to select when calling.

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wanted to replace my denture and chose Aspen Denture because of 20% discount offered. Started with Aspen Dental in ******* **. Service was not as expected. Provided Insurance information but Summary Plan was not sent to Insurance provider as expected. Appointment was lost in their upon arrival but credit approval was accepted by their party.Request case transfer to *************** and preparation for dental began on 11/01/2022 , (waxing and impression was completed at the ******* Office). I informed ******** office that I have Primary and secondary Insurance. I informed prior dental Payment was about $1500 per approval. Denture was completed by 11/08/2022. Before completion I signed Estimated Treatment Plan $2273.84. Rep informed that I will be refunded if overpaid based on my Insurance. I inquired about 20% discount as per commercial. Rep said discount is for patient without insurance.I received explanation from my insurance stating owe $1101.08. Visit Aspen. Second visit response same. Informed what they should do and to contact the insurance. Rep promise to contact and call me within a week. I did not received any call. Made visit and asked to speak with manager. I was informed manager in meeting. Request refund because of over billing and Insurance document was provided for copying because the said system was hacked. Manager will conduct research and call bac. Again this did not happen. Visit office about July 5, 2023. Did noy make contact with manager. Rep asked for copies of insurance information, provided. I was informed manager *** in conference and will conduct research and. More than a month and to date no call received. See uploaded document and anticipate a favorable response. Refund is preferrable response.

  Business response

  09/12/2023

  Response attached.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 5, 2023 I went into Aspen Dental as a new patient; my biggest complaint was a toothache on my lower left side. After X-rays and a 3D scan I was seen by the dentist who stated all of the work that needed to be done. After meeting with office manager paperwork was completed, ********* was approved for $3,000 and a plan of care established. I was asked to come back that afternoon to begin treatment (cleaning and extraction). After initial treatment I was asked to come back the next day to make dental impressions and redo the 3D scan for partial denture. Returned on the 6th, scans done but not impressions. Scheduled to come back on June 14th to have remaining bottom extractions done and receive my partial. Appointment had to be rescheduled for the 28th due to conflict on my end. Arrived on 28th and after waiting 30 minutes was taken to back. While being prepped for work was informed that the plan was changed to extractions plus fillings in top and bottom. I had not approved any top work or fillings for the day. Agreed to have them done then was informed that partial had never been received. Was assured it would arrive next day and encouraged to complete work. Denied work until partial arrived and could reschedule. Was rescheduled for July 5, 2023 without consent. Called on July 3rd to confirm partial and was told it still hadnt arrived meantime received bill from creditor for $3,012 with no explanation of charges and work not done. July 5th appointment cancelled. Called office again on July 10th, still no partial denture. Asked for all remaining work and partial to be cancelled due to negligence and requested a refund/adjustment be sent to creditor to remove charges for work never completed. Told that manager would be contacting me. Has been 7 days and still no contact, no adjustment, and no copy of itemized billing or contract. Checked with insurance and no claims have been filed either. Had I had work done I would now be almost 3 weeks with no lower teeth.

  Business response

  09/11/2023

  Response attached.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial date of service 6/1/2022 at Aspen Dental, **************************************************************** I provided a copy of my primary health insurance as well as my dental insurance before receiving treatment. I was charged a total of $1413 I paid; $817 on 6/1/2022 and $542 on 6/27/2022. I was told that this was the amount that I was responsible for, given that the dental provider is in network with my insurance. This dental office & billing department has failed to correctly file, and provide documentation/information to my insurance (primary & secondary) to receive the appropriate payment. I received correspondence in February of 2023 stating that my claim was rejected & I needed to provide my primary insurance information. I called the ***** office to inquire if my primary insurance was submitted to billing because I received correspondence that states otherwise. The office manager stated that she would follow up with billing to let them know that they had my primary and secondary insurance information on file. I also decided to reach out and provide the information on my own to ensure that billing had the needed information to file w/ my primary first. Per my dental insurance (secondary insurance), Aspen Dental was requested to provide additional information after submitting to my primary insurance, but they failed to do so. I provided my secondary in a copy of the ******* showing the claim was finally submitted to my primary insurance in 03/2023. However, they're still waiting for Aspen Dental to provide the needed information to resolve my dental claim. The representative (2ndary ins,) informed me that they have made multiple attempts to get the information from Aspen without any response or follow-up from Aspen Dental which is why my secondary dental insurance has only paid a partial amount. Aspen Dental ***** does not answer their phones and voice mail request to follow up pertaining to this matter. Aspen is now sending me an invoice for $603 which is incorrect.

  Business response

  09/12/2023

  Response attached.

*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. ↩