Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

14 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

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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:04/15/2024
Type:Sales and Advertising 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.
RE: Acct # ********* On **/**/** I had an appointment with Aspen Dental for my Comprehensive Exam that included completing my dental (top only) impression and also included the plan procedures of future visits for my immediate denture and a certain amount of fittings for the plan. I also chose to, instead of selecting the basic denture, selected the top-shelf denture that I would have to pay for out of pocket; which I did, for $710.00, plus $58 dollars for my immediate denture. United Health eventually paid some amounts but I had to fight them for a year for them to pay for the $834 they owed for finishing the plan, which they did on 02/14/24. When I went to Aspen Dental at ********************************************************* shortly after that in March, 2024, to make sure we were ready to move forward they advised I owed a remaining balance of $677. Wrong. That amount was the in-network discount they are supposed to adjust for the ****************** contract. The receptionist refused to let me talk to anyone, provide any phone number for billing and said no one there could help me, that I have to pay it. My insurance broker called their "claims" department at least 5 times and kept getting transferred to the **************** and the call kept getting dropped. I called an online # for a customer advocate & they said "they are not affiliated with Aspen Dental, but are "Aspen Systems". The office refuses to help and says "there is no phone number for claims." My teeth are broken in front and I still have to pay for a surgeon to remove them. I will not let their dentists work on me due to my health. The $677 balance was not adjusted off but instead, added to my balance. At my appointment on 03/08/23, I had them figure totals so that all was lined up and paid for and all I had to do was get my teeth pulled. I have my immediate denture that I haven't been able to use because it took a year for United Health to pay and Aspen is trying to charge me for the in-network discount.
Business Response
Date: 04/19/2024
Response attached.
Customer Answer
Date: 04/19/2024
I am accepting this step in the process and giving them a chance to respond lawfully. This issue is not settled.

Thank you,
*********************
Customer Answer
Date: 04/19/2024

Better Business Bureau:

This issue is NOT settled for closure. I am, however, giving them an opportunity to correct this and respond to my complaint, which I appreciate.
Upon that time, I will decide if this is either acceptable or not acceptable for settling issue

Sincerely,

*************************
Initial Complaint
Date:11/02/2023
Type:Service or Repair 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 have gotten por/cer zirconia crown; next dentist stated that it was done wrong--has marginal hole around it, and as result cavity could form there. Aspen dental dentist, stated that (even though it's under warranty) it was due to poor care hygiene--that it's my problem. That they won't do anything about it.
Business Response
Date: 11/03/2023
Response attached.
Initial Complaint
Date:10/02/2023
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 June 15th I went to Aspen Dental for a full extraction of upper and lower teeth and a set of healing dentures. I applied for credit with ****** care who floated a loan for $**** and 17% interest in spite of having a 409-credit rating at the time, which dropped 60 points after that. I was assured and re-assured by Dr. ****** that the $**** would be all I'm responsible for throughout all the visits it took to make sure everything is correct. United Insurance also paid $2000.00 which is topped out for this year. Now, almost 4 months later I'm receiving a new bill from Aspen out of nowhere for an additional $2019.00, and all that after being reassured by Aspen's doctor that the **** would cover all my out of pocket costs from start to finish. I believed once the care credit bill was taken care of (and it almost is) I wouldn't owe another nickle, and in all fairness , I don't.
Business Response
Date: 10/05/2023
Response attached.
Customer Answer
Date: 10/05/2023

Complaint: 20688077

I am rejecting this response because: DR. ****** assured AND REASSURED me at the onset of my procedures the ONLY money I'd have to pay out of pocket would be the $3181 borrowed from ************** and that that amount would cover all visits and procedures for extractions and 2 sets of dentures. Aspen knew at that time my insurance only covers $2000.00 for the year, and nothing more. I fully expect Aspen Dental to stand by the word of Dr. ******* They just can't move the goal posts after the ball's been kicked. The very last thing I expected was a bill for $2019 almost 4 months after the fact and especially after being told the only expenditures would be the $3181 at a whopping 17% interest rate. I currently owe $400 on that loan, and nothing more.

Sincerely,

*******************
Customer Answer
Date: 10/05/2023
ASPEN DENTAL can contact me but only if they're calling to let me know they're standing by Dr. ******** word that I would have no more expenditures than the $3181 financed through ****************
Business Response
Date: 10/12/2023
This complaint is under review.
Initial Complaint
Date:08/08/2023
Type:Service or Repair 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 two teeth extracted and they never followed up to complete the procedure. I called to schedule it and their office person said I needed a cleaning. I said no I needed to finish the procedure for the two extracted teeth. She hung up on me.
Business Response
Date: 08/20/2023
Response attached.
Initial Complaint
Date:05/14/2023
Type:Service or Repair 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 requested a refund on 5/8/2023 for the Comfilyte denture I previously purchased on 4/28/2023 and received on 5/4/2023; as of today I have received no refund. The refund terms and conditions and representations have not been upheld in addition to other representations about the product and accompanying product services. Additionally, regardless of the business terms or representations I have a right to a refund because the product delivered was not the product sold and/or that I agreed to purchase; it is illegal to deliver a lower quality product and/or a different product than the one sold and not give a refund. Because the business has already breached the purchase terms I agreed to, I will return the denture promptly only after I actually receive the refund as per the business own terms which state I have 90 days to return the denture after the refund request. The paid amount needing refunded for the actual denture itself was $2,051.10.
Initial Complaint
Date:04/20/2023
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.
I went in Friday and was promised teeth by today Wednesday but that was to get my money. When I got upset about their lies they then said they will refund my money when they get around to it. I want my money back within 48 hours. They did not wait for my money and making me wait because they are liars is a business practice these people should not get away with. I want my money returned now since they are lying poor business people scamming hard working people. And apparently get away with stealing peoples money not doing what they say and then slow rolling the money back. I WANT THIS MONEY IN MY ACCOUNT IMMEDIATLY LIKETHEY GOT IT WHEN I PAID I am entitled to double the payment if the payment is not refunde3d immediately within 48 hours so if there is not credit on my account Friday I want ******* refunded. If there is no incentive for this business to refund quickly they will continue to steal and lie and get away with the less than decent practices. Lying to customers should be someth8ing that they are concerned with but it seems they lie as a rule to get your money and expect you to just sit around waiting until they feel like doing A JOB NOT WHEN PROMISED OF COURSE WHE THE FEEL LIKE IT All the time using my money and not doing what they were contracted to do.
Business Response
Date: 05/12/2023
Response attached.
Initial Complaint
Date:04/17/2023
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 called Aspen Dental in North ******* and made an appointment for a free consultation/estimate. On 3/07/2023 I went to Aspen Dental for that free consultation/estimate. I discussed extractions and a denture with the doctor. The Doctor said he needed an x-ray which they did. I waited for an estimate and was told the work I wanted the quote for would be around $20,000 which is an insane amount for this work. That is thousands more than my regular Dentist estimated for the same work. I told them there was no way I would go for their plan and left. Around a month later I was shocked to receive a bill for $94.00 (what insurance wouldn't pay) . This was supposed to be a free consultation/estimate and I had no idea, that I would be billed for a free consultation/estimate, who would? The doctor said he needed the x-ray to make sure he could do the work and get me an estimate for the work I wanted done. I never agreed to pay anything for this free estimate, and I never would have. This is a scam or a bait and switch tactic! I paid the $94 to keep my credit rating, but I should get the $94 back.
Business Response
Date: 06/06/2023
This complaint is still being reviewed. Thank you!
Customer Answer
Date: 06/12/2023

Complaint: 19946089

I am rejecting this response because: Aspen has not contacted me regarding the charge and they have not refunded the charge that I was not expecting from them.

Sincerely,

*******************************
Business Response
Date: 06/20/2023
This case is still under review.
Initial Complaint
Date:03/01/2023
Type:Billing Issues
Status:
UnresolvedMore 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 my last dental visit at the Aspen Dental clinic in *************, ********* in February 2023 last month. I would say it was early February. I was told before the visit occured that I had a credit balance. This dentist and my particular dental insurance plan requires that I pay a copayment for most dental procedures and routine cleanings on date of service. I paid my bill on date of service. The credit balance was applied to my copayment amount and Aspen Dental stated that I owe X dollar amount on date of service. Aspen Dental a few weeks later had the nerve to send me out a bill a few weeks later for $22 for this visit after-the-fact! I already paid my bill in full on date of service. It is the responsibility of office staff to bill correctly the patient down to the correct ***** on date of service! I should not be getting a bill for $22 after-the-fact! The bill was for topical fluoride varnish. I do not owe this amount; I will not pay it! The charge for topical fluoride varnish was $56; payment/ adjustment amount of $34 was applied; a bill was sent to me for the $22 difference. Billing practices are highly unprofessional and the correct billing amount owed by patient must be determined correctly on date of service! After- the-fact bills sent out after date of service are highly unprofessional and unacceptable! Aspen Dental is welcome to resubmit bill to my dental insurance company GEHA, but, I can not and will in good conscience be personally responsible for this billing fiasco! I paid my bill in full on date of service. I will seek regulatory Governmental intervention if BBB is unable to satisfactorily resolve this or if Aspen Dental fails to retract this $22 personally billed to me! Small claims court is also a consideration. This $22 bill sent out to me is fundamentally wrong as a matter of principle. I would seek release from this $22 bill plus court costs.Aspen Dental could end up owing me!
Business Response
Date: 03/03/2023
Dear Sir or Madam:

Thank you for the opportunity to respond to the complaint filed by ***************************** on behalf of the ***************, ** Aspen Dental branded practice, owned and operated by Dental Consultants, LLC. 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 Yesto quality oral care.

I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
Customer Answer
Date: 03/03/2023

Complaint: 19517113

I am rejecting this response because:
The response by Aspen Dental is extremely vague and has no plan to
address their billing problems. Billing of patient should be correct
down to the ***** on date-of-service. No after-the-fact billing should
occur. I paid my bill in full on day of appointment. Billing practices are unethical and unprofessional.
Sincerely,

*****************************
Business Response
Date: 03/10/2023
This case is still under review. Please allow more time for a response.
Customer Answer
Date: 03/16/2023

Complaint: 19517113

I am rejecting this response because:

Your business has the responsibility to bill patient copay correctly on date
of service. I received an additional $22 bill in March 2022
for February 2022 visit. I already paid in February at time
of visit. Why am I billed again for $22? Your office has
unacceptable billing problems!

Sincerely,

*****************************
Initial Complaint
Date:01/05/2023
Type:Service or Repair 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 have an ongoing problem with my upper denture. When I try to call the office on *********** all I ever get is the answering machine and hardly ever get a call backj. I paid my billon time and would like to have some one help me or at least answer the phone. I am never late for an appointment, but would like to have help when I call or at least have a person answer my call.
Business Response
Date: 01/11/2023
Response attached.
Initial Complaint
Date:12/15/2022
Type:Service or Repair 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.
Got new dentures from aspen, ordered the best they had because they got me financed, started having problems right from the start from not fitting properly, went back several times for adjustment to no avail, they were paid in full from the financial company which I didnt know, because I refused to start paying my payments on them until they were correct and found that out. Went back several times through the year with no help from every visit, I am in collections from the financial company because I refused to pay, they offer money back guarantee, but since I kept trying to get them fixed for over a year that expired. Then the bottom denture broke in half about a couple months ago, they refuse to see me now because they say I have a$400 balance with them even though they were paid. The dentures have a five year warranty. Can you help me?
Business Response
Date: 12/23/2022
Response attached.

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Aspen Dental is NOT a BBB Accredited Business.