Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

43 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:03/22/2024
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.
Came in on 12-27-23 for a consultation for a dental implant and they were having trouble figuring out what my insurance will cover so they manually entered it and before insurance it was $6,300. With insurance a little over $3,000. I paid for the surgery ($2,298) and go back in a few weeks to get the implant done. On 1-15-24 (day of surgery) they said I had a remaining balance of a little over $800. No big deal. Well it was a holiday so I wasnt able to get ahold of my bank so we agreed for me to pay it at my next visit. My next visit (3-8-24) they told me I have a remaining balance of $4,012! I said what about my insurance and they couldnt give me any clear answers (Im not maxed out all Ive had is my cleaning this year besides the surgery and my dentist told me I still had a little over a grand left before I hit my maximum). So I went to my actual dentist and explained what Ive been through. She went through what theyve billed to my insurance and everything theyre charging me for. First, I was overcharged for the surgery by $301.30. My dental insurance said I was only responsible for $1,996.20 of the surgery. Second, they charged me for a procedure I didnt even need done at ALL which costed me $721. My treatment plan I was given originally said this procedure was $674. Regardless, I didnt need it. It was not necessary at all. Its not something you need at all with posterior implants. She said the first treatment plan had one code (D4226) for guided tissue regeneration, resorption barrier tissue. For $674. The paperwork they sent they changed the code to D6106 for the SAME procedure and charged me $721! My dentist told me start to finish with a posterior implant with insurance it shouldnt be anymore than $4,000 (roughly $2,000 out of pocket).
Business Response
Date: 03/25/2024
Response attached!
Initial Complaint
Date:03/01/2024
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 Aspen Dental on 9/5/2022 to have a tooth in my dentures replaced as it had fallen out. When I went to pick them up on 9/6/2022 I was told I didn't owe anything as they were still under warranty. Now 1 1/2 years later they are telling me they were not under warranty and that I owe them $163.00 Statement date of 2/5/2024 Am I legally responsible to pay this bill? Or should they stand by what they told me on 2/6/2022?
Business Response
Date: 03/04/2024
Response attached.
Customer Answer
Date: 03/06/2024

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.

Sincerely,

***********************
Initial Complaint
Date:02/19/2024
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 went in for a dental cleaning. They told me I would owe $297 and had me sign for it to charge my Aspen dental credit card. Later, I received a letter from delta Dental saying I only owed $61 for this appointment. I complained about this with the credit card company that Aspen Dental is committing fraud. They did an investigation and sent me a too bad/so sad letter letting me know that I had to pay the whole $297 because I signed my signature. Since it is a credit card, I have to pay it.
Business Response
Date: 02/20/2024
Response attached.
Initial Complaint
Date:02/02/2024
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.
Jan 30 2023 went to Aspen Dental for some work that needed done. but it turned to become a mess. First I told them I was 73 an on a fixed income. That I had $1500.00 from ***************** to have my work done or started they said ok mad my appointment the next week had X-rays and cleaning done that day, before i left they took me to a lady who showed me some paper work. It showed $13111.00 I told the lady I couldn`t afford that and she said that wasn`t the real ending balance once the Discounts was taken off. Then in hand written figures Both crowns $2010.00 Bridge $******* which was denied. Permanent upper and lower Partials $1643.00 Filling $12900 The estimated total for that was $6247.00 then the Cleaning $267.00 Hygiene Second one $180.00 Follow up $72.00 Oral cancer screening $30.00 that total $ ****** total of all ******* then you take ******* for the Bridge off the total and I have $3782.00 the Hygiene $477.00 total $4259.00 to the main balance$ 1311.000discount coupon$ ****** estimated insurance discount $4599.00 an then insurance Benefit $1500.00 that fee total came to ******* now I have a paper with real total and that is $11073.00 minus insurance discount $4056.00 an my $1500.plus I paid out of pocket ****** Total coming to$ ******* . I`m given a paper to sign saying my Financial Responsibility $2688.00 I signed the paper for a lone for the balance of $2688.00I thought but now Aspen is saying I owe another$4000.00 for work but I thought they used the money from the work they did not finishing . And I`ve already paid CONCORA Credit I thought was Genesis ** card service $1277.00. I can't keep paying for something I don`t have and the manager said she would work with me and talk to the DR. or someone an get back to me but won`t return my calls . I have all the paper work if you need it sent to you. Thank you
Business Response
Date: 02/05/2024
Response attached.
Initial Complaint
Date:02/02/2024
Type:Sales and Advertising 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 had a tooth that needed a small cavity he ended up digging to much into the tooth which destroyed the tooth that eventually fell out I had to have it extracted and needed a replacement on my partial I have had to contact corporate numerous times because of the dentist he has a horrible attitude and denies any wrong doing so i started going to ********** office which was ok for the firat few visits then i was told i have a gum disease and bone deterioration when I asked why was I never told this they had nothing to say
Customer Answer
Date: 01/29/2024
*******************************************************************************
And
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Business Response
Date: 02/02/2024
Response attached!
Customer Answer
Date: 02/06/2024

Complaint: 21215172

I am rejecting this response because:
I have been told numerous times by this office and by corporate I would be contacted via phone and have not!
Sincerely,

***********************
Business Response
Date: 02/06/2024
This complaint is under review.
Customer Answer
Date: 02/14/2024

Complaint: 21215172

I am rejecting this response because:
I have yet to hear from Aspen dental or anyone from corporate I truly want to get this resolved I have been struggling with this for months and I just want to be recognized for the poor treatment and bad teeth work
Sincerely,

***********************
Initial Complaint
Date:12/20/2023
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 went in to have an exam which then they recommended a cleaning and possibly a crown for my cavity that had already been filled. When I went for my cleaning they then said I needed a deep cleaning which I did. All my sensitivity went away after that so I never got a crown. My care credit was charged over ***** dollars. I called and they said that my insurance covered the things I had done and owed them nothing. They said they received the money that THEY CHARGED and when I asked what it was used for if my insurance covered it she continued to repeat herself saying that I owed nothing and my insurance covered it. I am now having to dispute it with care credit who has been very understanding. How can they charge the credit card for something that I never had done?!
Business Response
Date: 12/20/2023
Response attached.
Initial Complaint
Date:10/24/2023
Type:Order 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 paid Aspen Dental $3,538 cash for an upper and a lower denture plate and my insurance Delta Dental paid them also. I paid them in cash on July 24th 2023. My insurance company Delta Dental paid them on August 18th of 2023 since then I have asked repeatedly to get refunded my $3,538 and they Aspen Dental has yet to comply with refunding me my money.
Business Response
Date: 10/24/2023
Response attached.
Customer Answer
Date: 10/24/2023

Complaint: 20772765

I am rejecting this response because: I made payment of $3538 on July 24. Delta Dental ALSO PAID ASPEN DENTAL ON AUGUST 18TH 2023 ... IT'S BEEN OVER 90 DAYS. I have patiently waited for reimbursement for 3 months. There's nothing that needs to be reviewed. Siren Dental was paid TWICE. Also I was told by the office manager on Monday October 23, that the finances NEEDED TO BE APPROVED BY CORPORATE. But I'm their letter , it clearly states that the *************** Iowa clinic is INDEPENDENTLY OWNED. I NEED MY MONEY BACK ASAP

Sincerely,

*****************************
Business Response
Date: 10/24/2023
The ***************, ** office will be in touch with you shortly.
Customer Answer
Date: 10/26/2023

Complaint: 20772765

I am rejecting this response because: I HAVEN'T RECEIVED MY REFUND IF $3638 YET. I REQUESTED PAYMENT ON THE RANGE FORM IT READ PRICES TO ASPEN DENTAL AND CASH ISN'T A OPTION WAS THEIR RESPONSE. ELECTRONIC DEPOSIT ISN'T AN OPTION. AND ASPEN DENTALS ONLY ROUTE FOR PAYMENT IS A PAPER CHECK IN THE **** POSSIBLY 14 DAYS FROM NOW. UNACCEPTABLE. MY INSURANCE PAYS AUGUST 18TH. I PAID CASH JULY 24TH. SORRY DENTAL HAS HAD PLENTY OF TIME TO REIMBURSE MY CASH PAYMENT OF $3835

Sincerely,

*****************************
Initial Complaint
Date:07/31/2023
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.
The transaction took place on November 23rd 2023. I paid approximately $2100 for wisdom teeth removal. $804 was supposed to be covered by my dental insurance, delta dental. Delta dental will not cover this until they receive **rays from Aspen Dental. Since this time I have reached out to Aspen Dental over 10 times and they inform me that they are sending the **rays but they still have not. They only have one receptionist pick up who will not forward me any confirmation that the **rays have been resent and they will not let me speak with anyone else at the company. I have received notification that I am to be sent to collections within a few days twice during this time. They have paused this but they have yet to resolve the issue or send me any documentation. I would like for Aspen Dental to be held accountable and have them get the **rays to my health insurance or if they are unable to drop these charges against me as it is their failings that have caused this bill to not be paid by Delta Dental
Business Response
Date: 08/03/2023
response attached
Initial Complaint
Date:07/24/2023
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.
On 6/23 I visited Aspen Dental for a check up. I was very briefly seen by a dentist and dental hygienist who recommended a deep cleaning after spending perhaps 10 minutes combined looking at my mouth. Aspen Dental requested $860.84 for this deep clean procedure and requested half up front. I paid $430.42 and it was scheduled for 6/26 and 6/27 but then had second thoughts afterwards, as the speed and rapidity of the oral exam did not sit well with me. I then sought a second opinion which was scheduled for the afternoon of 6/26.I called Aspen Dental early in the morning 6/26 to cancel my afternoon appointment with them and request a refund and to send my records to the new provider . The cancellation was done, and I was informed that the payment refund could take 14 days. I was also informed that my records would be sent over. At my second opinion that afternoon, I was informed that I did not have need of deep clean, and I note that this second appointment was much more thorough than the exam had been at Aspen. Adding to the time spent at the second opinion is that neither I nor the second provider could receive a copy of the x-rays that had been requested, causing me to have to do another x-ray and examination completely from scratch, wasting both my and the providers time. It has been almost a months time and the money has still not gone back to my account. I called on 7/21/23 to talk to a manager and was told that it was actually going to be 60 days. I then called corporate to confirm and spoke with a man named **** who informed me that the process could in fact take up to 6 months and that whoever had told me 14 days on 6/26 was mistaken but there was no ETA on when it would happen - it could be tomorrow, could be 6 months, but that it was up to the refund team. No clear answer as to why the refund would take that long. At this point I feel the org is either disorganized, poorly trained, or deceptive and will tell others to steer clear of them.
Business Response
Date: 08/02/2023
response attached
Customer Answer
Date: 08/03/2023

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.

Sincerely,

*************************
Initial Complaint
Date:06/20/2023
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.
On 6/8/23 I cancelled an appointment and was told my ****** deposit would be issued to my bank account within **** business days. It has yet to be issued and Aspen Dental keeps giving me the runaround stating their systems were down in May and that they need to contact another department to see where its at in the system. I tried resolving this yesterday and they said they would call me back and didnt so I reached out again today with no answers and only another Ill call you back. This should not be rocket science as they agree to owing me a refund so why can they not issue it within the window they stated?
Business Response
Date: 07/09/2023
Response attached.

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Aspen Dental is NOT a BBB Accredited Business.