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

17 total complaints in the last 3 years.
5 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:06/13/2025
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.
They made me get a cleaning then surprise bill over a year later
Business Response
Date: 06/16/2025
Hello, Please find attached response. Thank you.
Initial Complaint
Date:03/04/2025
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 November 21 2024. Worked on a treatment plan with ***** ******* that included teeth cleaning and one set of partials. I gave them 4122. up front on Nov 21st( I ONLY SIGNED FOR *******). All was submitted to my dental insurance. After all was paid by my insurance- my explanation of benefits shows I only owed Aspen Dental only *******. I started working with local office/***** ******* and got some of the credit back- I got -$1939.00 on Nov 21st., credit of ****** on 2/10/25 and a credit of ****** on 2-12-25 - So I was still charged ******* on my Care credit card, The local office /***** ******* refuses to speak to me anymore-refused to speak to my dental provider Cigna Dental and told me to work with crop billing. I have had 20 calls into them, and they all agree on the ****** amount i am owed that needs to be credited to my care credit card account. I have had a escalation ticket in for over two weeks with the ******* manager with no call- i have an escalation in with the territory director- no call- I sent and email on 2/24/25 to ******************************************* No response, I have canceled all future appointments with them for my treatment plan and am unable to wear my partials without adjustments- yet the territorial and ******* ****** will not call me to let me know where my credit is or what my options are about getting my partials adjusted .
Business Response
Date: 03/11/2025
Response attached.
Customer Answer
Date: 03/12/2025

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:03/03/2025
Type:Billing 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 dental work completed on 7/7/2023, 8/25/2023, and 10/20/2023. I paid a total of $666.40 in ******. Aspen Dental failed to follow insurance requirements for Delta Dental. After numerous phone calls to speak with Aspen Dental to resolve the outstanding invoice ($378.00), they continue to seek payment. I spoke with the insurance company (Delta Dental) to help resolve the issue. Aspen Dental attempted to charge for fees and services not allowed, failed to provide sufficient ** information, and lastly failed to submit required information within designated timeframe. I provided a line by line detailed breakdown to Aspen Dental to help them update their records. After months of attempts to help resolve the issue, the insurance company is now stating Aspen Dental cannot request money from the insurance company or from me for this claim (attached). I would like my account finally updated to $0 owed and the money I paid to Aspen Dental returned per the letter I have from the insurance company.
Business Response
Date: 03/06/2025
Response attached.
Customer Answer
Date: 03/06/2025

Complaint: 23012745

I am rejecting this response because:
The local Office is horrible with communication and failed to respond in the past. I request the BBB keeps this complaint open until resolution is complete. Corporate Aspen Dental should work directly with the independently owned location to help ensure the Aspen Dental brand isn't tarnished. Corporate should escalate this request to ensure a timely resolution. Assuming the local branch handles the concern is a poor assumption.

Sincerely,

***** *****
Business Response
Date: 03/17/2025
This complaint is under review. Please allow additional time.
Initial Complaint
Date:08/01/2024
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 have used the services of Aspen Dental dating back to ********* and had started a deep cleaning plan. Prior to switching dentist, I completed a deep cleaning plan with another dentistry. In 2020, health issues required that I delay dental treatment for 12 complete months beginning in 2021 due to RX I was taking to treat blood clots.Once this time expired, I scheduled an emergency appointment due to a broken tooth. On 5/13, I was seen by a dentist. She stated that I needed a filing, a crown and the extraction. She refused to perform any dental care until I scheduled and completed cleaning at the tune of $1100. This would be the third time having this done. Seems like a money grab and refusing dental treatment and telling patients what they need to do a deep cleaning first over an extraction and filling seems unethical. But then again, if they are motivated my the dollar, it makes sense. Filling $80. Extraction $360. Deep clean $1100.I went in the office and spoke with the regional corporate representative, Nya March and she immediately scheduled my extraction with Dr. ** who was exceptional! However, when I attempted to schedule the filling, I was denied an appointment.I would like to schedule this filling to prevent any further tooth decay.
Business Response
Date: 08/02/2024
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: 08/02/2024

Complaint: 22078922

Provided is the information requested. I have two emails, *********************** ********************
DOB: 5/29/1972
PATIENT NAME: ******************* (203014785-0)
ADDRESS: ******************************************************
PREVIOUS NUMBER: ************ NEW NUMBER PROVIDED TO ******** IN THE OFFICE ************. She has horrible customer service. Does not respond to emails or messages.

Sincerely,

*******************
Customer Answer
Date: 08/19/2024
I would appreciate it if you would allow this case to remain open. I provided the information the company requested in their response. Please allow them an opportunity to investigate the matter.

Thank you.

Business Response
Date: 08/19/2024
Response attached!
Customer Answer
Date: 08/19/2024

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,

*******************
Business Response
Date: 08/21/2024
This complaint is under review.
Initial Complaint
Date:06/12/2024
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.
In May of 2021, I went to Aspen Dental to schedule an appointment to receive a full set of dentures. I was given the amount of the procedure(s) and applied for and received a Care Credit card. The amount that was charged to that card was around $2500-$3000 dollars. I went in for the procedure on 6/7/21. I had a problem when I checked in because the receptionist told me that I had to pay approximately $450 dollars more before I would be seen. The issue was resolved and had the procedure done. I was told that Aspen was having issues with my insurance carriers, United Concordia and AFLAC. They told me that they would get it squared away. That was the last that I have heard from Aspen Dental until I received the bill that is attached on 6/11/24 ($1738.83, account #********, full payment requested upon receipt). In the three year time frame I paid off the Care Credit account and the account was closed due to it not being used. I contacted the Aspen Dental billing department and spoke with a young ***** ********* (not exactly sure), and explained the situation. I asked her why it had taken so long for them to send me a bill. I told her that I thought that the account was paid in full. She put me on hold and told me that her "support" staff related that one possible cause is the fact they went through a system upgrade (it took 3 years? ). She informed me that the insurance companies did not pay the difference. I no longer carry them. I stopped coverage a year or so after the procedure. She told me that 3 statements were mailed between 6/14/21 and 9/1/21 for $4763.83. Another statement was sent on 12/5/22 for $2910.23. I received none of the statements and they stated they could not provide me copies of them when I asked. I was told that I could not speak to anyone else about the matter. If insurance had not covered any costs I should have been billed at the time, not three years later. Please explain.
Business Response
Date: 06/23/2024
Response attached.
Customer Answer
Date: 06/23/2024

Complaint: 21838151

I am rejecting this response because: The Aspen Dental location that performed the work has not contacted me about the complaint as was noted in the letter dated 6/23/24 and their response should be included in this complaint. They've had three years to conduct their "investigation" on what happened. Any response that they make needs to be included in this complaint. As I stated in my complaint, when I walked out of that office after the work was done, there was no attempt to bill me for the services they say I need to pay for. I thought that we were finished and debts were paid. I have not received any other bills nor have I received any type of collection efforts other than the bill that is attached to this complaint. I have since dropped the dental insurance in question and Care Credit closed the account due to inactivity. I'll be waiting to hear from them and the response needs to be posted here.

Sincerely,

*******************
Business Response
Date: 07/02/2024
********** manager called ************ on 6/27/24 and told him that the insurance team has worked on his account, and he has a 0.00 balance. He said "that is great news, thank you." ********** manager told him if he had any other questions or if he receives anything else to give me a call. He said "ok, thank you." (phone call ended). This is resolved.
Customer Answer
Date: 07/02/2024

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:05/04/2024
Type:Billing 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.
On March 23, 2023 my 3 children were seen at Apen Dental *********************************** for a routine check up and cleaning appointment. At this time my children were seen by the dentist *****************************. All 5 members of my family have been receiving routine dental care at Aspen Dental ********* since 2015. It is my understanding that Apen Dental Johnstown has a contracted agreement with my dental insurance Dominion Dental federal employee plan. Over the course of the last 9 years, myself and my family have paid only our $10.00 co-payment for bi-yearly cleanings and check-*** at this dental office as contracted through our dental insurance. On March 23, 2023 my three children were charged $91.60, $76.60, and $11.80 for the same routine check-up and cleaning. On January 19, 2024 I was charged $31.40 for the same check-up and cleaning. On January 30, 2024 my wife was charged $31.40 for the same check-up and cleaning. I received the first bill for these charges on March 1, 2024. The total account balance was $242.80 for 5 routine check-*** and cleanings for my three children, wife, and myself. I called Apen Dental ********* to get an explanation why we were billed more than our standard $10.00 copayment and dispute the charges. I was told they could not help me because they do not handle any of the billing. I was told the billing was now being handled at the corporate level and I would need to contact the phone number listed on my bill. They explained they could submit a ticket on my behalf to have the bill "looked into". I asked them to please do so. I then proceeded to contact the phone number on the bill which is ************. This number is a non-working phone number. After doing some research online, I found a phone number for Aspen Dental on their "contact us" web page. That number was ************. I called this number on March 29, 2024 at approximately 10:30 a.m. At this time I was told to disregard the bill, and it was still being processed. I explained that some of the charges were from services in March 2023, one year ago. I was informed that the billing system was down for a long time, that is why there was a delay in billing. I disregarded the bill as instructed. On April 25, 2024 I received another bill from Aspen Dental for all the exact same dates of services. This bill has a total amount due of $221.40. Once again I contacted Aspen Dental at ************ on April 29, 2024. During this phone call, and after I spoke to my dental insurance, Dominion National, I discovered that ***************************** was no longer considered to be a participating in network provider with my dental insurance. I was informed that he failed to renew his contract with the Dominon *********************************** plan. His contract expired in January 2022 and my family received services on March 2023. However every other dentist who provides service at Aspen Dental ********* is a participating in network provider with Dominion National. I was told this was the reason why my family's routine exams and cleanings were billed at the rate that they were and why I was responsible for the large payments. In the past 9 years of receiving service at this location, my family has received services from **************** and other dentists at this location. At every date of service we were provided with a participating in network dentist. We were unaware at the time of our appointments that **************** was not participating with our insurance plan. I don't believe I should be held responsible for payments from dates of services where the business knowingly withheld information and deceitfully provided service with providers who were not contracted with our dental insurance.
Business Response
Date: 05/09/2024
Response attached.
Initial Complaint
Date:01/17/2024
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 went to Aspen Dental In ******** aprox 5/2023. I had a tooth that needed to be pulled and they decided to pull the tooth and clean my teeth. Because of the pulled tooth, they did the cleaning in 2 seatings. Never ever did they say what anything would cost, they continuously messed up my appts. ( constantly blaming it on their computer system). I paid hundreds of dollars out of pocket for a simple tooth pull and a teeth cleaning. Months after this whole mess, I get a bill for over ******! They billed my teeth cleaning in 4 segments and at no time was this ever explained to me. They constantly lied, didnt know what they were doing and ultimately I paid them to end it. Do not go there!
Business Response
Date: 01/18/2024
Hello ******* - I have tried to search your account using the email address and phone number you provided and it is not pulling up anyone named *************************. Can you please send me the phone number or email address associated with your account as well as your date of birth? If you have the account number, that is great as well.
Customer Answer
Date: 01/18/2024

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,

*************************
Customer Answer
Date: 01/18/2024

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,

*************************
Customer Answer
Date: 01/18/2024
This has NOT been resolved. I never saw the response. The email attached to that account is ********************** Those people treated me terribly and I want them to know it. They billed my insurance in a way that benefited them only. They never ever explained what they were doing nor did they give me an estimate. They claimed their computers were down. It was a scam.
Business Response
Date: 02/02/2024
Response attached.
Customer Answer
Date: 02/09/2024
How is this resolved? The last message said Aspen would reach out to us. They never did. I want my complaint to stand. Furthermore, they said theyd give us 10% off because we paid cash. They never did. Hard to believe a business can get away with this. So wrong.
Business Response
Date: 03/06/2024
This complaint is under review.
Initial Complaint
Date:12/14/2023
Type:Product 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.
On 4 January 2022 I took my handicapped son to Aspen Dental to get dental inserts for all of his upper teeth. They placed four studs in his upper mouth to hold an appliance which replaced all of his upper teeth. Over the next ten months my son complained to severe pain, claiming there was something protruding from his gums. On 24 October the appliance was removed. Shortly there after we took him to an oral surgeon, who removed the root of a tooth from where one of the studs had been placed. Aspen dental then left my son with no upper teeth and only a make shift denture which fit poorly. On 15 Dec 2022 we met with Aspen Dental and requested they refund our money. They offered to refund $11,000.00 claiming we needed to pay for the removal of his teeth. The stipulated that any refund must go to ******************** their incestuous lending partner. I have stopped paying Security First with $11,000.00 remaining on the loan. We would like the full $18,000.00 refunded. $11,000.00 to go to Security First and $7,000.00 to go toward fixing my sons teeth.
Business Response
Date: 12/15/2023
Response attached.
Customer Answer
Date: 12/18/2023
I reject their offer. The letter stated that they would make an offer at a later time. There was no actual monetary offer made.
Customer Answer
Date: 12/18/2023

Complaint: 20998016

I am rejecting this response because: There was no actual monetary response attached.

Sincerely,

***********************
Business Response
Date: 12/19/2023
The office will be in touch with you directly.
Initial Complaint
Date:08/29/2023
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 broke a single tooth, l contacted my insurance company Delta Dental to find an in network provider so l got Aspen Dental. I moved to ********** ** on August 26, 2023 so was needing a new dental provider. I went on there webpage and select emergency option and then gave me different options and one was Broken Tooth and or Pain, l select that boked the appointment for August 29,2023 at 430 pm. In the morning on August 29, 2023 they called me asking if l could come at 330 pm and l said yes. So l went to my appointment and checked in. I was called by the Dental Assistant and taken to an exam room. I told the Dental Assistant why l was there and she told me you are down for a new patient , and l told her l ***** booked an new patient appointment l booked an emergency one. So we went back and forth and the they got the Dentist as l understand he was filling in to the regular Dentist there, l forgot his name but he was not american as far as his ethnic background. He told me he would check with the office manager to see if they can change it from new patient to take care of the issue one, so he left and then the Dental Assistant came back and said they changed it. So she took me to get two xrays on panoramic one of my full mouth and one of the single tooth l have the issue with. Then she took me back to the room. So l waited she came back and told me the Dentist was looking for the materials to fill the tooth. Then later he came in and said that the xray on the single tooth that showed an infection. He said he had to treat it, and l said okay as l said okay l thought he was going to prescribe an antibiotic and l would come back, he said we need to take xrays of each individual tooth l said you already took a full panoramic xray so why the individual xrays and l am not having issues with the other teeth. I got made and at this point was 515 pm so l was there l hour and 45 minutes and no results, l am not stupid to Dentists 1) any time l have had a infection they give me antibiotics not more xrays, l saw he was trying to tack on more the what they would claim to the insurance company almost the same as going to ********** and they try selling you more the oil change. So nothing was accomplished, l still have the problem 2) l never changed my appointment from emergency to new patient so not sure who at Aspen Dental changed it without my authoriation. I called Delta Dental my insurance and filed a grievance since they took xrays they will claim that, so Delta Dental told me to get there office to send me the xrays which l will try to do but if unsuccessful l wish your office to assist and have them sent to me. This dental provider was unprofessional and there office manager after l got mad told me leave the office and escorted me to the door, l had a right to get mad as a consumer for wasting my time and trying to milk me for more out of my insurance before doing anything, so if l have a infection l have no antibiotics prescribed. Thank You *********************
Business Response
Date: 09/06/2023
Response attached.
Customer Answer
Date: 09/09/2023

Complaint: 20540556

I am rejecting this response because: I called the person in the letter and left a message to have a call back as well as l have emailed her asking for a call back and her letter said she would be reaching out to me and have not received a response from either, matter not resolved.

Sincerely,

*********************
Business Response
Date: 09/14/2023
This case has been closed. The patient has been dismissed from the practice.
Customer Answer
Date: 09/15/2023

Complaint: 20540556

I am rejecting this response because: They have not worked directly with me on this complaint as thy mentioned in the last statement of the letter the BBB received, l have left a voice message to the number in the letter as well as sent an email that was in the letter and NO RESPONSE from them.

Sincerely,

*********************
Initial Complaint
Date:06/28/2023
Type:Product 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 was charged for a procedure that was not preformed. They instead pull my tooth. I was to receive a refund back to my in-store credit card. This has not been done. I keep calling and getting told another 2 weeks. It's been over a month. This is affecting my credit. The credit card company keeps sending, calling for payment when they need to refund ****************. Please help me to retrieve my refund. I have called the credit company and explained the issue. The aspen dental location in Rutland needs to refund the money back to the credit card.
Business Response
Date: 07/19/2023
This is already on file under ID ********

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Aspen Dental is NOT a BBB Accredited Business.