ComplaintsforAspen Dental

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/9/2023 my husband had a tooth extracted. The charge of $206 was billed to my credit card same day. No further bills were received. On 11/17/2023 he had another tooth extracted which was paid for same day by him on his debit card. Picture proof of both transactions available upon request. He just now receives a bill, first bill with URGENT PASSED DUE on it for $326. The bill lists 3 items from August, exam / imaging and shows $65 was paid, when? No further bill nor money has been given since visits. It also does not list the extraction. The bill lists an extraction charge from the November visit, which was paid same day. Aspen is now trying to say the bill is because of the difficult extraction in August, but the bill does not reflect this, according to the listed charge summary. Also, this was 7 months ago!?. Again, saying a bill is past due when no other bills have ever been received.I did check yes to veteran question, I am not but my husband is.

  Business response

  04/02/2024

  Hi- I am unable to locate any husband with this last name with any complaints or outstanding balance. WE would need more information to actually find the patient she is referring to 

   

  Thank you, 

  Customer response

  04/04/2024

  Husband's name is *****************************. Was seen at ********** location in August and November 2023 for extractions 

  Business response

  04/18/2024

  Patient past due balance has been taken care of 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 6/22/2023 I visited Aspen Dental in ********** for a new patient visit. They provided xrays and a treatment plan. They quoted my treatment plan at $803.20 and required a $400 down payment. On 07/12/2023 I paid $400. On 8/23/2023 and 8/24/23 I got cavities filled. I received my Explanation of Benefits from my dental insurance carrier Delta Dental of Kentucky which shows for the visit on Aug. 23rd my portion owed should only be $227.60 and for Aug. 24, 2023 my portion owed$68.00. So for these two visits I should of only paid a total of $295.60. My Explanation of Benefits also stated that the $19.00 Irrigation fee times 4 falls under "Code PP00006 This fee is part of the fee for the total procedure." So those charge amounts should be zero. According to my EOB statement the "$107.00 pulp cap falls under code pp31000 the fee for the restoration includes the pulp cap." So that charge should also zero. I have called Aspen Dental on 10/19/2023 to inquire about my refund owed of $104.40 and never receiving a bill yet from Aspen Dental. Spoke with **** whom advised there is a pending claim on their end for the date of service of 8/23/23 and they refiled the claim on 10/15. I then called my dental carrier whom advised they show no pending claims or any refiled claims on file for me. On 10/25/23 I again called Aspen Dental and left a message for ***** who is the person that provided me with the treatment plan estimate. Of course never received a call back. On 10/30/23 I called their corporate office and spoke with ***** was told the same thing claim is pending. I asked what are the charges that are pending? She did not know and could not tell me. How can they have a pending claim but not know which charges? On 10/30/23 I asked the office the same thing. The office doesn't know either "computer only says pending claim." My insurance company has no pending claims or resubmited claims for me. Stop the run around I want my amount that I overpaid, $104.40 refunded back to me.

  Business response

  11/08/2023

  We have spoken to this patient on multiple occasions (as stated in the complaint), that due to insurance claims still pending through our insurance team, that we are unable to submit any refunds. The reason we are not able to submit any refund as of right now, is because there is no overpayment or credit on account due to these claims completed. Once the claims have fully gone through for services rendered on 8/23/2023, and if there is a credit, we can absolutely refund this back. The codes that patient provided in mailed complaint dont align with the procedures that were rendered. Our system takes each individual insurance and uses those coverage codes to generated the estimated out of pocket based on each insurance and coverage categories. With that being said, if insurance pays more than our system estimated, then we can most defiantly get that money refunded. But as for now the claims have been refiled as of a few weeks ago to speed up the process, but can take up to a year to fully go through. That part of the process is out of our hands and control and it is up to the insurance company to complete those. 

  Customer response

  11/08/2023

  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.
  
  [I have enclosed a copy of my EOB statement from my insurance company that clearly states the codes and my amount that I should of paid $227.60 for DOS 8-23-23. And clearly states that Aspen Dental should not be billing them or the patient for the irrigations and the pulp cap.   I ask again what charges are still pending for claims review as yet again my insurance company has no refiled or pending claims on file for me? Yet again, getting the run around from Aspen Dental. 
  
  Regards,
  
  *****************************

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