ComplaintsforAspen Dental

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to Aspen with a tooth issue in which I was then sent to a surgeon. After that was all healed Aspen did some fillings on 3 teeth of mine. They ended up drilling it too deep and I had to have a tooth extracted. After the extraction, I had bone exposure in which they filed down and stitched up. 2 days later it was exposed again. They did x ray and said it was my jaw bone not a spur. I dealt with 6 weeks of bone exposure and not being able to eat or drink. No prescription pain meds given. Spent weeks in my bed in severe pain. Today I got a bill for $348 and it wasn't my fault this happened. They originally drilled my tooth too deep killing the tooth and causing major infection. I've been on antibiotics for many months. I feel this bill is on them and should be covering their mistakes. I will be taking this to my lawyer for a bigger lawsuit If my bills for their mistakes are not expunged. I shouldn't have to Pay for the fillings either since they messed those up to. I've been hearing nothing but bad since I had this happen to me. I will most definitely be going to a new dentist from here on out.

  Business response

  08/02/2024

  Response attached.

  Customer response

  08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen at Aspen Dental in August for my new customer visit in which they advised me there was a tooth that needed to be looked at for a possible filling. I made an appointment for September and had to work with their patient services lady who ran the insurance information and advised me of my costs that were required to be paid up front. I did so. Now I just received a bill 6 months later for services, a service that apparently wasn't covered at all, a service that I didn't approve nor had any idea about in advance, the dentist decided while I was in the chair and did not advise me of any monetary ramifications whatsoever. I've spent 5 days attempting to contact Aspen Dental via the phone number listed on the bill, when I call and I follow the *** prompts it immediately hangs up. I've contacted 10 different phone numbers, today 3/8/24 I finally could get the *** sytem to allow me to hit a button however I sat on hold for 47 minutes after making my selection and NO ONE EVER PICKED UP. I also called the **************** number that I was able to find and left a voicemail with on 3/7 and have not received a call back. This is absolutely unacceptable business practice. How can you charge someone for a service they did not approve, I pre paid for a service that did not apparently happen and rather a different one was elected with zero disregard to me!

  Business response

  03/10/2024

  Response attached.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had molar pulled in October. Did not heal. Kept getting swollen and infected. Returned to aspen dental 5x seeking answers and help. I told the dentist *************** that there was something sharp poking from under my gum. Never did he do any Xray to find the cause. He prescribed antibiotics and pain meds the last time (Jan 9), but the sharp thing had cut through the gum and was slicing up my tongue. I went back Jan 16 and was seen by a different Aspen dentist who XRAYED and offered MOUTHWASH. Went to a different Dental office same day who xrayed and informed me that it appeared that the sharp thing was a piece of bone broken off during the extraction and would require surgery. It cost me $500 to fix the problem caused by this dentist who had many opportunities to fix what was wrong. I suffered immensely for 3 months and they did not care!! Once they had all that money I paid, they had no concern for my well being! How can you send someone home with mouthwash as if nothing is wrong when surgery was immediately necessary for a problem YOU caused?? I think Aspen should be responsible for the price I paid to right their wrong!

  Business response

  01/29/2024

  Response attached.

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Response pending. Acknowledgement of complaint received from business.  
  
  Regards,
  
  ***************************

  Business response

  01/30/2024

  This complaint is under review.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've been there 5 times. All was great. She said I needed 5 teeth pulled. They quoted me as 0 dollars. Then I got the temporary partials, and all my insurance for the year was used up. This was around 2/22. I told them that I had to wait until next year to get my teeth pulled. So, I got my teeth pulled on 2/7/23. She demanded that I come in the day after, so I did. And she comes in the room and tries to put the bottom partial in, and I said it hurt. Then she got mad at me, telling me that I have to come back when I'm healed. She got really mad at me, like why are you here. I was there because she demanded that I come in. So, that was the first time I ever had a problem with them. I went back, and said they didn't fit right. One girl was filing them down and then the dentist comes storming in, really mad at me. She said that everytime I come in I have a bad attitude. I didn't know what she was talking about. Then she said she was going to have another dentist take over. I said fine. Then this kid comes in and said that were sending you somewhere else. I asked where, and then they kicked me out. Now I'm stuck with partials that I can't use, that they charged me ***** dollars for, and I have to find another dentist in my plan. I feel that I was treated very unfairly, and the partials weren't made correctly. I would like an apology and for them to pay for my new temporary partials, since they were made incorrectly and I can't use them. Thank you very much for your time. *******************************.

  Business response

  03/14/2023

  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 Katherine Leyes DDS LTD.  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 response

  03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I live in **, but my children live in ** with my ex-wife. I carry the dental insurance through Cigna. The ONLY provider in ** who will see my children with this insurance is Aspen Dental. Cigna states that they carry Aspen Dental as a vendor. However, when I try to book appointments for my children, they are denied. The reason from Aspen Dental is that their rosters are full for clients with that insurance. This is discrimination: denying access to dental care solely based on a monetary factor. That is against the law. It is like saying that - sorry, we cannot see you *****, we have met our quota of people with German ancestry. My wife and I got THIS policy from her employer solely because it offered insurance to my children in WI.

  Business response

  03/08/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ***************** on behalf of the ********, ** (Darboy) Aspen Dental branded practice, owned and operated by Katherine Leyes DDS LTD.  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.

*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. ↩