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:06/12/2023
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.
I've went to Aspen dental In ******** ** .an they made one set of dentures they were completely wrong .they made second set of dentures the same problem three monthes lster still no teeth .an they had two accounts for me .tried to charge my ins twice for this an turned round month later still no refund for the money i pd them out of pocket 250 .there computer systems r what ever .idc what there problem is no more I got lawyer an than they can pay for my gas to an wasted time an for no teeth .I'm getting ****** no reason y they couldn't put my money bk into my account I'm sick of hearing excuses sn the lie sn hand the phone off an trying to make me believe there manager when there. Not at all
Business Response
Date: 06/28/2023
Attached is the response.
Initial Complaint
Date:06/05/2023
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 October 4, 2022 I received care at Aspen Dental on ******************************* in **********, **. While there, they set me up with an extensive treatment plan. My total for the treatment ended up being $2,976.66 after insurance. I believe there were a few things we opted to wait on, so I didnt have to pay those right away. I paid $1,000 via Debit and $1,842.40 onto a credit card they signed me up for in order to make payments on my plan. I had received poor care while in their facility and left crying in pain after one time of treatment when they did my gingivitis treatment. After that appointment, I looked elsewhere for care and went to Apex dental instead. However, I still had to finish my crown treatment that had already been started under Dr. ***** at Aspen. I was told my permanent crown would last for about 10 years. On March 3 of 2023, my permanent crown broke. I called my new dentist, and they said to call the dentist in order for them to fix my crown. I tried to call, but got their voice mail. I left a voicemail and had not heard back from them. I tried to make a new appointment, but my former dentist was on vacation. After a pretty responsive email conversation, the receptionist stop responding to my emails when I discussed either getting a refund or having my crown replaced free of charge, as my new dentist said would be the most ethical way of handling the situation. This was on May 9th and I still have yet to hear back from them.
Business Response
Date: 06/25/2023
Response attached.
Initial Complaint
Date:05/23/2023
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.
May 17th, 2023. Very nice staff, dentist, and hygienists. But I booked the visit online because they were in network for my dental insurance. The online booking made it sound like it would be for the annual dentist checkup and regular hygienist cleaning. I showed up for the appointment, got x-rays, and met with a dentist. They sent me back out to the lobby and told me to wait for the hygienist. The staff told me I was only actually booked for a dentist checkup that day and not for the hygienist portion. They scheduled me with their hygienist during an opening they had the next day. I came back the next day and the hygienist visit was "only the hygienist evaluation" for if I needed a deep clean or just the regular clean. The hygienist "found" two pockets of deeper gap between two of my back molars, everything else "looked great". Any deep pockets (#5 or above) then they recommend the deep clean with powder antibiotics to "get rid of the infection in those pockets." They quoted over $1300 (even with dental insurance) for this full deep clean. When I asked if they could just perform the regular cleaning they said "unfortunately we cannot because they (hygienist) are recommending the deep clean and we cannot do less than what is recommended by the hygienist". So overall, I had x-rays that showed no major issues, had the dentist tell me that I don't have any major issues or cavities at this time, and the hygienist tell me I am generally doing great except for these two pockets that they found. No actual cleaning though. So now that they won't perform the general cleaning, I cant go somewhere else to get a cleaning done because they have already used my dental benefits through insurance for the year... I have traveled a lot and been to many different dentists in the past, but I've never experienced anything like this. It made this dental visit feel like an insurance scam that they did the minimum.
Business Response
Date: 06/12/2023
Response attached.
Initial Complaint
Date:04/25/2023
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 not been to Aspen dental in well over 2 years and I am being charged $517 after Ive already paid Aspen dental over $800 dollars for just some teeth cleaning appointments and now with and some X-rays they did all for only 3 appointments that not at all even worth it I was in the office for over 45 min and they barley did 10 min worth of work so I paid my bill in full and now after 2 years Im having more bills coming from this Aspen dental place plus my teeth arent any better These people are over charging and under working on actual people dental
Business Response
Date: 05/16/2023
Response attached.
Initial Complaint
Date:04/25/2023
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 to Aspen Dental on 3/10/2023 for a consultation because I had a tooth ache. The estimated treatment plan totaled $7,039.99, my responsibility being $1681.19. The estimate included deep cleanings, a crown, root canal and fillings.I decided this was too expensive and called Aspen on 3/17/2023 to inform them I couldnt afford it and cancelled the treatment plan. I went to *************** Dental Center instead to get my cavities filled.On 3/28/2023 I received a bill from Care Credit for $1681.19, I called Aspen and spoke to ********, she said they would issue a credit for these charges.Today, I received a text from a Care Credit representative informing me my payment was past due. I called and explained I received no dental work from Aspen. I told them this is fraud and to cancel the card. They informed me to contact Aspen. I tried calling Aspen today *************, but no one answers the phone.I am disputing the Care Credit charge for $1681.19. This is fraud and I expect a full credit.
Business Response
Date: 05/16/2023
Response attached.
Initial Complaint
Date:02/21/2023
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 well over $4,000 in full for a treatment that remains unfinished and neglected 2 years later. I started an Invisalign treatment in 2021 with a previous dentist who worked at the branch. I was almost done with my treatment when he moved away and ******************** took over. I missed an appointment and continued to use my trays for the scheduled about of time and months later. I had life extenuating circumstances that left me unable to travel to the office and lapse in treatment. A refinement was offered and I went in for a scan November 5th, 2022. They said they would call when they received my new trays. I was patient and called back after 2 months to find an annoyed staff who assured me they would call when they recieved my trays. I was patient and tried calling again after 3 months - I left a voicemail, again, asking for more information, a call back or a number that I could call for someone who had the time to help me. I never recieved a call back. A couple weeks later (a few days from it being 4 months from my scan date anniversary) I call again and get a very rude customer service representative who had to put me to go talk to her office manager about my case because they had written me off in their system as having changed locations, which I never have. She tells me that invlislign asked them for TOO Much information and they just didnt want to answer it. The doctor (who never even consulted me at my scanning appointment-I wasnt worth his time to talk to but I sure paid for my office visit) took over my account and no one knew anything except him. Apparently, not having been asked/updated/told/called or anything, he just didnt want to answer Invisalign and is now trying to move my retainers into aspens own clear retainer program??? I was told again yesterday they would call me back before lunch and I have yet to ever receive that call back with any information. I am exhausted and still have no answers or respect after kindly asking for MONTHS.
Business Response
Date: 02/28/2023
Response attached.
Customer Answer
Date: 03/01/2023

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:01/04/2023
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 have paid for dentures I haven't been able to use and I have been back 16 times and I still can't eat and I was told I could eat everything I won't too BUT THAT'S A LIE AND I DON'T LIKE THESE PEOPLE NOBODY HAS LISTENED TO ME I AM THE ONE WHO HAS TO WEAR THESE STUPID NONE FITTING TEETH I HAVEN'T BEEN ABLE TO PUT THE BOTTOM SET SINCE THEY MADE THEM AND THEY SAID THEY WERE FIXING THIS ISSUES BY SENDING ME TO ANOTHER DENTIST AND I STILL CAN'T WEAR MY TEETH. I WON'T MY MONEY BACK SO I CAN FIND A REAL DENTIST
Business Response
Date: 01/09/2023
Dear *** or Madam,

Thank you for the opportunity to respond to the complaint filed by ***************************** on behalf of the **********, ** (*****************) Aspen Dental branded practice, owned and operated by *************************** DDS PC. 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 Answer
Date: 01/10/2023

Complaint: 18674560

I am rejecting this response because: they don't listen and I don't believe they really care. $7500.00 and I can't use what I paid for

Sincerely,

*****************************
Business Response
Date: 01/12/2023
This case is still under review.
Customer Answer
Date: 01/14/2023

Complaint: 18674560

I am rejecting this response because: THEY HAVEN'T CONTACTED ME AND I DON'T BELIEVE THEY ARE GOING TO CALL ME I HAVE LOST MY MONEY AND THE ABILITY TO EAT FOOD BECAUSE I DON'T HAVE TEETH TO EAT WITH THIS ISN'T RIGHT AND NOBODY CARES BOTH THE BBB BUREAU AND ASPEN DENTAL ARE BAD PEOPLE WITH NO HEART OR COMPASSION FOR OTHERS

Sincerely,

*****************************
Customer Answer
Date: 01/16/2023
Complaint: 18674560

I am rejecting this response because: THEY HAVEN'T CONTACTED ME AND I DON'T BELIEVE THEY ARE GOING TO CALL ME I HAVE LOST MY MONEY AND THE ABILITY TO EAT FOOD BECAUSE I DON'T HAVE TEETH TO EAT WITH THIS ISN'T RIGHT AND NOBODY CARES BOTH THE BBB BUREAU AND ASPEN DENTAL ARE BAD PEOPLE WITH NO HEART OR COMPASSION FOR OTHERS

Sincerely,

*****************************
Business Response
Date: 01/18/2023
Please allow more time for a response.
Business Response
Date: 02/01/2023
A formal letter has been sent to the patient. Thank you!
Initial Complaint
Date:11/28/2022
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 charged both me and my husband 11k each for dental work. This was to be paid prior to work being done. Used care credit to pay for service. After work was done, aspen submitted to delta dental ins. The total cost as a delta dental ins patient for work done at aspen should have been 6k.Aspen over charged me and my husband by about 3500-400 each and then with the agreement aspen has with delta, the difference between the 6k and 11k is a write off by aspen. So not only are they keeping the difference that's supposed to be owed back to the patient, they are also writing off an amount to delta dental ins.I have proof of this in the firm is paperwork from aspen and from delta dental ins and also audio recording while in aspen dental.
Business Response
Date: 12/01/2022
Response attached.
Initial Complaint
Date:10/24/2022
Type:Customer Service 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 went to Aspen dental hoping to get implants, was told I couldn't do that but he would give me a set of dentures for $7500.00 I paid them and they removed 19 teeth and gave me a set of dentures I HAVEN'T BEEN ABLE TO EAT A WHOLE MEAL WITHOUT MY TEETH FALLING OUT been there 5 times and yet I still can't eat what I want and I had no problem before I am not happy with what I got and I am tried of this dentist talking down to me. I have done everything they have said and yet I CAN'T KEEP MY TEETH IN MY MOUTH I know nothing will happen from this just like all the others theirs no real help and this work they did isn't working and I want my money back so I can go find someone to help me, I have written to them and I have tried to call them and they keep hanging up so done with being screwed over
Business Response
Date: 10/27/2022
Response attached.
Customer Answer
Date: 10/28/2022

Complaint: 18304119

I am rejecting this response because: I went to another Aspen dental and my teeth fell out just like before and I don't believe they can fix this problem and I am done trying too

Sincerely,

*****************************
Business Response
Date: 11/02/2022
This complaint is still being worked on. Thank you for your patience.
Business Response
Date: 12/05/2022
The patient has been contacted to address this.
Customer Answer
Date: 12/06/2022

Complaint: 18304119

I am rejecting this response because: I still can't wear the dentures I have been given and THE BOTTOMS HAVE BEEN THE PROBLEM FROM THE START AND THE TOP DON'T FIT EITHER CAN'T EVEN PUT BOTTOM SET IN AT ALL

Sincerely,

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

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Aspen Dental is NOT a BBB Accredited Business.