ComplaintsforAspen Dental

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a dental cleaning scheduled for this morning, April 9th 2024, at 10:30 AM. During a call confirming my appointment, on April 8th. 2024, there was no mention of any fee I would need to pay or that my appointment had been moved. When I got to the office today, I was blindsided with the fact that my appointment was at 11:30 and that I would need to pay $279.00 out of pocket for the cleaning because my insurance wouldn't pay for it due to the fact that "we like to schedule cleanings every 4-5 months". I was also told that if I couldn't pay it, that I could reschedule. To me, this is highly unethical and predatory due the fact that not a lot of people are going to have the money to pay for an expense like that without prior notice. I barely could myself without having to look at my savings first.

  Business response

  04/12/2024

  We are writing to acknowledge receipt of the complaint filed by ******* **** regarding their experience at the Aspen Dental branded practice located in ******** ** which is independently owned and operated by ********* ******* **** ****. Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution. We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient. If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.

  Customer response

  04/12/2024

  Better Business Bureau:

   

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* ****

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  am paying for my mothers dentures.We paid our down payment on November 10,2022.In which we paid 1100.With next payment due of 800.00.She got the ultra comfort fit.We still don’t have the soft set to let her mouth heal.So it is May3rd.I have called and called to get my mom her soft set of teeth. They have made her redo her impressions about 5times.We got a call today and they ask us to come over for her teeth.Which is fine.Got their was going to pay with **** *******There machine was done.Which she said it had been down for about two weeks.B they did not bother to tell this information before I made 1hour drive.Then they won’t accept any payment but cash and credit card.I did not know the machine was down.I ask to pay over the phone or when the systems come up.The office manager told me.I don’t know the boss doesn’t know you.So when and if you pay your bill you can get your teeth.My mom is frail and 70 years old. They embarrassed her by acting like she wasn’t going to pay.This is the second family member that I have brought over to get teeth. I know none of this matters.I am only one customer. But it really bothered me that they talked to my mother like she was lying. Why would we pay all that money and note the last amount.The office manager told us that I needed to realize that we weren’t the only people.she said we where one of many.Basically that we where nobody to her.I am super disappointed and dissatisfied with our visit and the progress they have made.All she had to do is let me know that her soft set wasn’t ready and we had to pay another way. We have no other way to pay.I have called every day since we went over there.Their only comment about the **** ****** is that it’s no up and running.No idea about when she will get her teeth.over a thousand dollars wasted and my mom can’t eat. My mothers name is ******** ****** *********** same address. Please help my mom. Thank you. ******** ******* ************ ** ******* ******* ** ** *** *** ****** ** ******

  Business response

  06/04/2023

  Thank you for the opportunity to respond to the complaint filed by Patricia ****** on behalf of the
  Beckley, WV Aspen Dental branded practice, owned and operated by ********* ******* ***, PLLC. 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

  Business response

  06/11/2023

  This case is still under review. Please allow more time for a response.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Clarissa *******

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, Dennie, went to Aspen Dental and had 5 lower teeth extracted and received an immediate denture on January 25, 2022. These were ill fitting and he didn’t wear them much but was to return every few weeks to get liners as his gums healed. He paid for a top denture and a bottom denture. He paid $2333.60 on January 25 th and another $2303.60 on March 9th. This was for immediate dentures, liners, and a permanent set of dentures. He got Covid in August and couldn’t go to his appointments. He got pneumonia in November and his health declined and he passed on February 7, 2023. I called Aspen and ask for a refund and they told me that he was not due a refund even though he did not receive all of the liners or his permanent dentures. He only received part of the promised treatment and I feel I am due at least a partial refund.

  Business response

  02/28/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by Dennie **** on behalf of the Beckley, WV Aspen Dental branded practice, owned and operated by Stephanie Nichols DMD 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 “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.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I suspect the Aspen Dental in Beckley, WV, and maybe the 800 appointment scheduling for Aspen Dental is engaged in fraudulent business practices. I was told that the initial visit would be free by the 800 appointment call center, but became suspicious when the Aspen Dental at Beckley, WV, made two copies of my insurance card, and on one they demanded that I put down my SSN and DOB before I could get an examination, but then the receptionist left the other copy blank. The reason they made the two copies was that they intended to bill me, and may still bill me, for the initial examination from the onset, claiming they have a sign that states that persons 21 or over are actually billed for initial services even though I signed no paperwork to agree to this contradiction and apparent false business advertising and marketing scheme. My insurance company is already prepared to flag any bill from Aspen Dental for potential fraud. Meanwhile, Aspen has now stated the charges are pending, and the office manager wanted to negotiate over payment, but I refused. It should be noted that Aspen Dental has a pending class-action lawsuit(s) against its company/companies, but I am not versed on the merits of that litigation, but obviously many plaintiffs are involved in it. Also, the Dental Assistant hurt my jaw during an unusual and excessive amount of x-rays which appear to be taken solely to bill my insurance company for as much money as possible, under the original pretext that they do not even bill for the initial consultation, and never mentioned any disclaimer that if you were 21 or over, you would be billed for the initial visit, contrary to the 800 appointment set up that never mentioned any stipulations except that the initial visit is completely free. Aspen also attempted to bill me directly/charge me out of pocket for multiple services that were not necessary. To the best of my knowledge, Aspen Dental is being sued in multiple states in the US North East and US Mid West

  Business response

  02/07/2023

  Response attached.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I suspect the Aspen Dental in Beckley, WV, and maybe the 800 appointment scheduling for Aspen Dental is engaged in fraudulent or questionable practices. I was told specifically that the initial visit would be free by the 800 appointment call center, but became suspicious when the Aspen Dental at Beckley, WV, made two copies of my insurance card, and on one they demanded that I put down my SSN and DOB before I could get an examination, but then the receptionist left the other copy blank. I went to reach for one of the copies, but the receptionist, who refused to ever give her name, including when I called back to contact this business about its suspect business practices, the receptionist failed to give me one of the copies when I went to grab for it. It turns out that the reason they made the two copies was that they intended to bill me, and may still bill me, for the initial examination from the onset. My insurance company is now waiting for the bill from Aspen Dental, and has flagged it for potential fraud. Meanwhile, Aspen has now stated the charges are pending, and the office manager wanted to negotiate with me for payment, but I refused. It should be noted that Aspen Dental has a pending class-action lawsuit(s) against its company/companies, but I am not versed on the merits of that litigation, but obviously many plaintiffs are involved in it.

  Business response

  02/07/2023

  Response attached.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or around 10/31/22 I received a bill from Aspen Dental. I called the number on the bill and talked with Alice (Ticket# *******) because after a recent visit to aspen dental about this very bill, Aspen dental told me I owed them nothing. She told me she would have the bill re-evaluated and that someone would call me back with an explanation. No one called me back. On 12/06/22, I received another bill with the words, "Account Final Notice" and that this bill would go to collection if not paid by 12/13/2022. The most recent bill I received shows me having a -$271.44 credit from my previous balance. It then shows new credits of -$109.00 for a total credit of -$380.44 yet they are telling me I owe them $112.56? It appears they owe me money. Aspen Dental also refused me treatment today under the guise that my insurance was terminated. I am a Federal employee with **** ***** **** ****** *** dental Insurance. I called my insurance company while at the Aspen Dental Office (talked with Joselyn) and confirmed it was not terminated. I should note that these events comes on the heels of me seeking out a 2nd opinion from a *********** Specialist after an Aspen Dental Hygienist told me I had periodontal disease and suggested treatment worth $750.00 and then a session of yearly treatments thereafter each costing g $250. The Periodontal Specialist said I did not have Periodontal Disease.

  Business response

  12/11/2022

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by Anthony ***** on behalf of the
  Beckley, WV Aspen Dental branded practice, owned and operated by Stephanie ******* *** ***. 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. 
  

  
  

  Customer response

  12/15/2022

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* *****

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  06/03/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ***** ******* on behalf of the Beckley, WV Aspen Dental branded practice, owned and operated by ********* ******* DMD 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 “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.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***** ******* and my experience with Aspen Dental in Beckley WV has been nothing but one disappointment after another. When i have a compliant *** ******* will not even speak to me. She sends the office manager out to say no. When i first went, it was decided that i needed 11 teeth extracted and a full denture made for the top.as well as a partial for the back bottom teeth. Due to the number of extractions and the medication that i was on, *******, an oral surgeon was required. A period of time (4 months) was needed. to clear the medication. During this time, the office called me in to take a mold for the bottom partial. This mold was taken on my old, broken and cracked top teeth. causing them to never seat properly. After talking to my oral surgeon and two other dental professionals. I was informed that this is not standard procedure. My bottom partial should never have been made until the top extractions had been completed and the temporary denture had been in place for at least 3 months for healing. While I was waiting for the healing process, I returned to the office at least 5 times. Complaining that I could not wear the bottom partial as it was causing my gums to bleed. I was informed that I should keep wearing them and I would get used to them. I wore them as much as I could, until I could not endure further pain/discomfort. Upon my last visit, I was informed there was nothing more they could do. but they would be happy to make another partial for $1225.00. They advertise 100% satisfaction. I believe they made the bottom partial just to get paid for them. I have been shown nothing but a money-making machine, with no regard for the patient. During the course of my visits to this practice, I have witnessed at least a dozen people scream, cry and yell at the staff. I have been a trauma nurse for the last 50 years. I know when I see a scam-->that is all this place is. Thank you for your time and consideration.

  Business response

  03/24/2022

  Response attached.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this is my second complaint toward this company at this location. the original complaint was addressed but not to my satification. the reginal manager contacted me , but said he would consult with the dr . then called back and said she still wanted to complete my care cause she felt like she could do so to my satifaction, even tho i advised them I DO NOT want her to complete my care due to the way she treated me and the treatment i have recieved so far. He proceded to tell me that "I HAD TO LET HER COMPLETE MY TREATMENT BEFORE I COULD INITIATE THE MONEY BACK QUARANTEE" . I am VERY upset and disappointed with this due to the fact it PROVENTS me from going elsewhere for several months to get treated. MY DENTURES STILL DO NOT FIT CORRECTLY and I can not wear them like I should and I have had these since Aug 2021. I JUST WANT MY MONEY BACK SO I CAN GO SOMEWHERE ELSE AND GET MY DENTURES DONE CORRECTLY. The fact this doctor told me " YOU WILL NEVER BE ABLE TO EAT WITH YOUR DENTURES, " AND THAT THE LOWER ONES ARE CALLED 'FLOATING" DENTURES ( that pop out of my mouth EVERYTIME I yawn or sneeze) I think is ridiculous as I know ALOT of people who have dentures and have NEVER had this problem.

  Business response

  10/28/2021

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ***** on behalf of the Beckley, WV Aspen Dental branded practice, owned and operated by Stephanie Nichols DMD 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 “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.

  Customer response

  11/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ***** *****

*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. ↩