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 has 15 locations, listed below.

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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:09/24/2024

  Type:Order 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 failed to submit necessary information that my insurance company required to pay for services. I have spoken to someone at a call center and someone at the ******* **** location about this issue. I was told both times that it would be taken care of. Months later Aspen Dental is still trying to bill be for the full amount and has not resubmitted the information to my insurance company. I paid the upfront cost that they required.

  Business Response

  Date: 09/25/2024

  Response attached!

• Initial Complaint

  Date:09/06/2024

  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 went to have my teeth whitened on June 12th 2004. After the procedure I told them it barely looked like my teeth were white. Even my family said it didn't look like I had anything done. I asked them about it when it was done and they said oh it must be the lighting in the room. I called about a week later and spoke to the manager and she just said sometimes it takes a little bit for it to show up. They gave me whitening to try to do at home. To no avail it did not work. I called them again and I was told that they would not be able to do further service for me that they did the best they could. However I told them that they need to make it right there's nothing in writing that says they only have a certain guarantee on it. They still insist on not being able to help me. I spent $400 and they aren't willing to either refund me or make the procedure correct. They told me they could get my teeth white white. In addition I have witnessed while sitting in the waiting room several people that were coming in with concerns that needed to be addressed and they as well were turned away and told there was nothing they could do unless they wanted to pay additional money to fix it, which is the case of what they told me as well. As a best practice for business they should try to make it better and get me in to do the procedure again. Their explanation is ridiculous and not willing to help at all but wanting to soak more money out of me. I also feel that they had me do unnecessary procedures before I have the whitening done which cost me $750.00.I was in the banking business for almost 30 years and we always put the customer first and tried to resolve any issues that they were unhappy about. I feel as though this company is like hurting cattle in and once they get you in they won't guarantee any of their work. Please please help me resolve this issue. I am a disabled and legally blind individual that's this kind of money is an expense that should be reimbursed. Thank you

  Business Response

  Date: 09/06/2024

  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!

  Customer Answer

  Date: 09/10/2024

  My date of birth is 1/17/1968..my ph# is ************.  The location of Aspen Dental is Moline, **. Their ph# is ************
  

  Business Response

  Date: 09/10/2024

  Response attached.

• Initial Complaint

  Date:08/29/2024

  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 had work done at aspen. They went over all financial stuff. Was told there was an insurance hold on a portion of bill but it was a coding issue and not to worry. Agreed to terms. Paid $1500 for my portion. Over a year later im contacted by a collection agency. No call from aspen. Nothing. So call them repeatedly. Get told they are taking care of it but nothing has gotten done and now I cant get answer to my calls at all. ***************** says i owe $1200 the insurance didnt cover. The same issue i was told not to worry about.

  Business Response

  Date: 09/05/2024

  Response attached!

• Initial Complaint

  Date:08/27/2024

  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.

  I received service in April and May of 2023, which I had paid in full in February of 2024. Aspen dental recently contacted me with a bill amount of $70.75 claiming that I had not paid, even though their online portal shows my payment of $131.35. They claim insurance did not cover as much as they estimated, however there are certain services I paid the full amount of that they are trying to rebill me for. I paid the entirety of the 4/13/23 Exam cost ($61.00) and I partially paid for the 4/13/23 Scaling W/mod/sev inflammation ($95.06). I did only pay $16.00/$32.00, so the fluoride charge is correct. My bill should only be a total of $45.94 assuming my insurance did not cover ANYTHING. Everytime I have received service from Aspen Dental, they have attempted to charge me more than what I owe and it is an unacceptable practice.

  Business Response

  Date: 08/28/2024

  Response attached.

• Initial Complaint

  Date:08/26/2024

  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.

  My initial contact with Aspen dental in *************** was on July 24th of 2023 on August 11th of ********************************************** I don't know the date for fitting and it was in incorrect they were going to have to make another mold , of which they did at that time . I called 12/6/23 , I spoke with ********************* treatment plan coordinator. ********************* stated that they received a check from my dental insurance company ( United healthcare ) On 12/05/2023 It would need to be sent to their corporate office then Once the check cleared they would send United healthcare the refund of the $1,530.00. once that was done they would then resubmit for the second claim for the second molding . I have called on several occasions to schedule and they have not taken my calls I have left messages, no one has returned my calls . I've called United healthcare . The customer service representative stated , they paid my ( Aspen dental) claim as well as the second claim . But have not received a refund . The United healthcare i representative stated that the second claim from Aspen dental was being denied and that I would not be entitle to dentures for another five years . I have yet to receive the one full set that they had paid to Aspen dental.It has been just over a year now I'd like what my insurance paid for my dentures. * Side note my insurance stated that I qualify for $4,000 in dental Aspen dental put in for their cheapest dentures at $1,500 instead of the premium dentures that I chosen.

  Business Response

  Date: 08/29/2024

  Response attached.

• Initial Complaint

  Date:08/05/2024

  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.

  Ive been dealing with this business for about 2 years to get dentures. I received the upper dentures that work okay but when the lower dentures were installed it was very painful. I have gone back to the business for over 8 times now trying to re-align the lower dentures so that they would function properly and at the last visit I was told that I needed to have a wisdom tooth extracted and included in that would be a consultation which totaled $750. This did not and has not happened. Around May of 2024 I spoke with their account manager, ***, who spoke to me at great length reassuring me that he would do what it takes to remedy my concern. He said that he would get back to me the next dayIm still waiting. I tried to reach out a couple more times and was told that *** was either with a patient or doing something else. Im am so frustrated because I am not able to eat the foods that I like, my speech has been affected and my face is losing its countenance because it has no support in my mouth. Im not going to go back another time to get this fixed. I want a refund, not only for my discomfort in living a quality life but for the stress that this has caused me. Im not a youngster, Im a 78 year old grandma. Please help me to find a resolution to this nightmare that Ive been living in. Im on social security, do not have dental insurance anymore so Im hoping that you can help. I do have a appointment scheduled with another dentist for a second opinion and hopefully to get this fixed.

  Business Response

  Date: 08/05/2024

  Response attached.

• Initial Complaint

  Date:06/17/2024

  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 purchased a set of dentures the lower ones i dont have a problen with the upper ones dont fit and i have been waiting for 2 months to get an appointment to have them adjusted and was told to call them. i cant wear the upper ones because they dont fit.and i have told them that on a couple of ocations..and the have a policy that a 100% satisfaction guaranty but i can get them to set up an appointment to get the adjustment

  Business Response

  Date: 06/19/2024

  Response attached.

  Customer Answer

  Date: 07/16/2024

  it was from a previous complaint with the bbb. I had to file a complaint with the bbb to get a responce from the business I set up an appointment for July 15 2024 for them to adjust the upper denture and this was after I filed a complaint and I waiter 2 weeks to get an app. then they canceled the appointment 1 hour before the schedule app I would prefer a full refund because I set the last appointment up because of my work schedule they can't call me a hour before the appointment and cancel

  Business Response

  Date: 07/16/2024

  Please call ************, option 2 to schedule your appointment. The office has been trying to reach you.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21855557
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  i waited 2 weeks to get this app on July 15 I have a very difficult work schedule when you cancel 1 hour before schedule app when I had to take the day off with no pay and you cancel 1 hour before 

• Initial Complaint

  Date:06/07/2024

  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 paid for Aspen Dental 3279 for their Motto Aligners in two payments. The first was on 9/21/2023 for 1700. The second was 1579 on 10/25/2023. Aspen dental failed to uphold their Terms and conditions that I signed for stating that I would need to use their app to document my treatment. I was never given access to the app, even upon request several times. They gave me 10/22 trays to start with. When nearing the end of the first 10, they had me back in and gave me trays 12/22. I called about a week later asking where **** 11 was, and they got very defensive when I asked if they had it as I was being hopeful thinking I may have lost it. They make me wait 2-3 weeks for a replacement tray 11. So I get that, *** glances my way from across the room says awesome looks good and goes on his way. I get to tray 20/22. 4/19/2023: I go for one of the supposedly final appointments before getting a retainer, and I ask about the fitment as they don't seem to be fitting my incisor teeth well. They do a scan, and tell me they will have some new ones made. 4/25/2023: They call and say they have the trays ready, and that I need to come in. I get there and the Assistant takes me back. She pulls out one marked tray 11. She says there must be a mistake with the label and tells me to put in anyway. I'm glad I held on. That package because that was the original tray 11 as it says it was manufactured 2023-11-02 on the package. November 11th. They rushed me out of the office saying the other trays would be there soon. A few days later they call and bring me back in saying they need to do more scans as there was an issue. Now as of June 6th they have failed to produce new aligners. I asked for a refund, and because I'm tired of showing up for appointments that they cancel because they claim the aligners are still in the mail. Now I can't talk to anyone there and they won't return my call.

  Business Response

  Date: 06/10/2024

  Response attached.

• Initial Complaint

  Date:05/29/2024

  Type:Order 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 took my wife to aspen for a simple extraction. she was made to pay full price of $355.00 for worst case scenario and was told she would be refunded the difference. They spent the most of our 2 hour visit giving her a sales pitch with a quote of over 6k when she declined, the *** decided to report a surgical procedure that didn't happen I have pictures. there was also very little bleeding involved, Pics of that too just 1 gauze was needed. The average price in **** for a simple extraction is $70. to $200. Payment was required before services were rendered. Aspen Dental will rake you across the coals and charge you more for doing it !! this was in ***************. The *** claimed removal of residual roots which didn't happen. It was a simple extraction, he pulled the tooth and was done. there was no cutting done. I have pics for that also. They're running a scam where if you don't agree to sign a contract with them to spend thousands they lie about the possibility of a refund, charge you for a surgical procedure that never took place to maximize their profit. FIND ANOTHER DENTIST!!!! These guys are crooks!!!!

  Business Response

  Date: 05/29/2024

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

• Initial Complaint

  Date:04/04/2024

  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.

  On 4/3/24 I received a text message from Aspen Dental that I owed $958.52 dollars. I called them and spoke to the gal did the financing for my dental work, she stated that the amount owing is what my dental insurance did not cover for the extractions of my teeth. I applied for a care credit card to cover the dental expenses, which I thought were all inclusive with $2200.00, this was not true. I was never told by her or the dentist that the extractions were going to cost me above or beyond the $2200.00. I have never received anything from my dental insurance about these charges. I feel that this is a scam to get more money by Aspen Dental I also feel that they should discharge this amount. Like I stated I was never told the extractions were going to cost me, I would not have had this done if that was the case. Now I am going to have to take money from my 401K to pay this bill I was not prepared for.

  Business Response

  Date: 04/05/2024

  Response attached!