Complaints

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

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  Aspen Dental

  4930 SE 14th St Des Moines, IA 50320

• 

  Aspen Dental

  2765 Crossroads Blvd Waterloo, IA 50702

• 

  Aspen Dental

  2409 SE Delaware Ankeny, IA 50021

• 

  Aspen Dental

  2315 Edgewood Rd SW Cedar Rapids, IA 52404

• 

  Aspen Dental

  4199 4th St SW Mason City, IA 50401

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:06/26/2025

  Type:Product 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.

  Had a routine cleaning with fluoride treatment 3 Mar. 2025. Was billed $274.25 at the time of service. Checked with my insurance *** and was informed that a routine cleaning is 100% covered and that the fluoride treatment is an additional charge. I addressed this to Aspen Dental and was and was given a refund of $94.25 and was told I would have to wait until the claim was settled before any further refund would be issued. The claim statement indicates 3 charges for Gingival Irrigation/Quad for $25.00 each. My insurance company told me that those routines are not part of the routine cleaning procedure. To my knowledge they were not performed and the claim was submitted incorrectly. I believe I am entitled to a refund of $155.00 ($274.25-$94.25-$25)The Claim # is *********** with **************

  Business Response

  Date: 06/27/2025

  Please find attached response.  Thank you. 

• Initial Complaint

  Date:06/23/2025

  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.

  Back on February 17th and 19th I had a deep cleaning done on my teeth. My insurance said they needed a detail clinical narrative in order to process my claim. I have called every single week trying to get the office to submit the necessary paperwork to get this sorted. Every time I am met with a someone will call you later and they never do. When they called to confirm my follow up appointment 4 months later I told them I would not be coming in because I just had to pay all this money out of pocket for my insurance. I was met with a you have a credit on your account that will more than cover your appointment so they are over charging people with the intent of giving them a credit so they wont have to pay for their next appointment and not processing paperwork necessary for insurance claims. Im now out $1878 for the work that I paid in full to my insurance and the $390 credit on my account

  Business Response

  Date: 06/23/2025

  Please find attached response.  Thank you.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23501294
  
  I am rejecting this response because:
  Your office had the last four months to return any phone calls made by me or my insurance and repeatedly chose not to, I trust youll understand why I dont believe I will be getting a call back this time either. The only options I am willing to accept at this point is a complete and total refund of the services since at this point, Ive had to pay in full to my insurance. The other option is full refund of the credit on my account, since I will not be returning and immediately submitting the Detail Clinical Narrative myself and my insurance has been requesting for the last 4 months with a copy sent to me directly to ensure it was actually done this time
  Sincerely,
  
  **** *******-******

  Business Response

  Date: 06/27/2025

  This complaint is under review.

• Initial Complaint

  Date:06/04/2025

  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.

  Aspen Dental Waterloo was the dental provider for my children and I. They no longer accept our insurance so we found a new provider. Our new dentist had us sign a release to get our X-rays. Aspen refused to release them saying we needed to use their paperwork (even though it was requesting the same exact info already provided). I filled out this paperwork and put in the request. Ive waited multiple weeks, followed up with the local Office and corporate multiple times by email and phone. The local office put in a request to the main office to send us the X-rays at least twice. They have not and have not responded to emails or hang up in me when I call. These are our medical records and they will not provide them.

  Business Response

  Date: 06/05/2025

  Hello, Please find attached response.  thank you. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23419051
  
  I am rejecting this response because:

  The response is a pro forma letter that does not address the very simple issue laid out in my complaint.

  They have received two written request to provide my medical records and my childrens medical records in the format they require. They have been given more than sufficient time.  They have ignored multiple efforts on my part to follow up by phone and email.  The local office cannot provide these recordsit apparently must be released by the main office.  When I context the main office I am hung up on and my emails are ignored.
  

  The only satisfactory resolution is for them to provide the medical records requested as legally required by ***** and I will reject all other responses until this is done.

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/06/2025

  This complaint is under review.  Thank you.  

• Initial Complaint

  Date:04/02/2025

  Type:Product 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 had routine cleaning performed on 03/04/2025 and was told at the time of checkout that my portion was $274.25. Upon returning home I called my insurance *** and was informed that routine cleanings were 100% covered except for fluoride treatment. I returned to address the issue and was told that my insurance would refund me for the overcharge. I called ***************. on 04/01/2025 to track the progress of my refund. **************** said that it is Aspen Dental's responsibility to refund the overcharge because the money went to Aspen Dental not the insurance ***I desire to be refunded the overcharge minus the fluoride charge which is aprox. $35.00

  Business Response

  Date: 04/04/2025

  Response attached.

• Initial Complaint

  Date:03/25/2025

  Type:Product 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.

  December 2024. Had a partial plate repaired. The bill was $173.00 payable before I could leave the clinic. I later received my EOB from my Insurance also paid Aspen Dental $173.00. This is March 24th, 2025 and they did not refund me. I requested the refund today and they state they will have to make sure the claim is not pending before they refund me. This is the game they play with everyone all the time. I do not know when I will receive my refund. They tell you they checked with your Insurance and tell you that its not covered and make you pay before you leave. They lie. They dont check with Insurance. This happens at the **********, **** SE 14th St location as well. This is the business practice of Aspen. They keep your money, unless you are smart enough to figure out your Insurance also paid . Then they make you wait months for your refund. They cheat their customers. This is the second time this has happened to me at this location. I will not ever go back. Thank you.

  Business Response

  Date: 03/26/2025

  Response attached.

• Initial Complaint

  Date:02/12/2025

  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 have been receiving dental services from aspen dental for the past year. I paid up front for multiple services one of which was partial dentures for both top and bottom. When my permanent partials I arrived I was told there was a warranty on them. The bottom partials fit great and look great. The top ones looked great and fit great at first. One of the denture teeth chipped. I brought them back to Aspen and they said they would send it to the lab to fix it. When it returned 2 weeks later it looked and fit horrible. I was reassured that they would do whatever was necessary to fix them. I came in a couple of times with the partials and they kept trying to adjust them but they still looked and fit horrible. I repeatedly asked them to send it back to the lab and have them fixed but they would not do it. I've called and emailed multiple times but they never return my calls or emails. I want them to honor the warranty and fix my upper partials as was promised.

  Business Response

  Date: 02/12/2025

  Response attached.

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  Aspen dental is attempting to collect a bill from 12/28/22 for a comprehensive exam and exray images that were covered under my insurance but they never submitted them to the insurance company and i no longer use that insurance company through my work as we have switched

  Business Response

  Date: 01/22/2025

  Response attached.

• Initial Complaint

  Date:11/01/2024

  Type:Billing 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.

  We were patients of Aspen Dental on SE *********************, ** from August to October 2023. I went in for an appointment on Nov 27, 2023 and was told I couldn't be seen until I paid my bill of $1,161. We hadn't received any statement or notification of any amount due before this. I paid that amount and left without being seen. We didn't hear anything more until my wife received a statement in February 2024 that she owed almost $1,200. She started digging into what was going on right away. She discovered that Aspen Dental had submitted all procedures for both myself and her to her insurance policy. We each have our own ************** Dental policy, with $1,500 limit for 2023, which would total up to $3,000 for both of us for 2023. Aetna processed all claims submitted to them under my wife's policy, which paid a total of $1,500, rather than the possible $3,000 that it should have. In August 2024 we contacted the **********************************, which had SHIIP call my wife back. They helped us get Aetna to reverse payments for my procedures and reprocess my wife's claims. We talked to the office manager at Aspen on September 18, 2024; she told us our accounts are both paid in full and had credits. She asked if we wanted refunds sent to us; we said yes. Then on Oct 28, 2024, we received a statement saying I now owe $136. I haven't been seen since Oct 3, 2023!! But Aspen has still not as of Oct 31, 2024 resubmitted my 2023 claims to be processed correctly under my own policy. Aspen has also not provided bills that we could submit ourselves. I'm attaching supporting documents to show all contacts/conversations we've had from Feb thru Oct 2024 trying to get this resolved. Also attached is list of claims as well as last stmt. Aspen had also turned my wife's account over to collection, even though the office manager assured her that wouldn't be done until things got resolved. I also want that to be checked to make sure they have taken that off my wife's credit report.

  Business Response

  Date: 11/19/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!

• Initial Complaint

  Date:10/29/2024

  Type:Billing 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.

  First visit 11/4/22 I have an Estimated treatment plan of which shows I owed $478.40. I paid $264.40 & $189.60 =$454.00. They sent me a $24.40 refund. Second visit date= 2/6/23 & third visit date= 10/25/23.They just sent a statement dated 10/23/24 stating I owe $386.24 for the 1st visit. $55.62 for 2nd visit and have a credit balance of $12.20 for the 3rd visit.I've made payments for the 2nd & 3rd visits and each time I get a statement the amounts billed and owed have changed. How can they invoice me 2 years later for a visit. I believe these are the "In Network savings".The statement dated 9/23/24 showed I owed $40.80 for the 1st visit, nothing for the 2nd visit and a credit of $12.20 for the 3rd visit. I did not pay these amounts since the statement dated 8/23/24 did not show anything due for those dates. Same with the 5/24/24, 6/24/24,and 7/24/24 statements.

  Business Response

  Date: 11/08/2024

  Response attached!

  Customer Answer

  Date: 11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the oral response made by the business/*** in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a phone call from *** at the *******,** location today 11/18/24 and she said that they will waive the $429.66 that showed due on the 10/23/24 statement.  I agree with this and will be watching for the updated statement to arrive via USPS.  

  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  On March 7th, 2024 I was made to provide a card over the phone (as opposed to just billing the Care Credit card I had set-up in their office with their guidance!) and pay $1988 before I could schedule a sedated surgery for the removal of my 2 impacted wisdom teeth. Over the months, I have been told many different things. They tried to tell me on the day of my procedure that I "owe" some amount and would have to bring my insurance reimbursement check to them for this appointment. I explained that $1988 had already been paid to them from me and the staff member was confused and offered no further explanation. Later on, they filed a claim with my insurance (I suspect improperly) for that surgery as $1916, notably less than I was paid. It does not seem they told my insurance that I already paid them as my insurance PAID THEM $300-some, said I was responsible for $600-some, and that I NEVER should have been charged the remaining $900-some. There was no mention of reimbursement. Insurance isn't even aware I was made to pay at all, much less more than the submitted claim. I've continued to receive bills from Aspen Dental claiming I owe money. The local office had a lot of technical excuses as to those bills, but has done nothing to solve the ******** the beginning of Sep. I reached out to corporate and ended up emailing customer service the updated claim from my insurance (they allege that insurance never sent it to them) and have received no further response. A couple weeks later, I sent an email to who I believe is the local office financial/billing manager and have also received no response. I sent another email to corporate customer service recently and still no resolution.I have been the one to reach out to Aspen Dental; they have NEVER made a move to contact me, update me, or even resolve the issue. I am out of $1300-some due to their negligence and it is has been extremely stressful for me as my income is not that much.

  Business Response

  Date: 10/09/2024

  Response attached!

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22387084, and find that this resolution is satisfactory to me.

  I would like to add that I found out part of the issue is actually my insurance changing things they shouldn't! I still don't think a surgery payment should be set up the way I had to do it, but the long time waiting is all insurance's fault rather than Aspen Dental.

  
  
  
  Sincerely,
  
  
  
  Lisa Heeren