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

  223 W Ironwood Dr Coeur D Alene, ID 83814

• 

  Aspen Dental

  281 Sanders Creek Pkwy East Syracuse, NY 13057-1307

• 

  Aspen Dental

  2360 Thain Grade Lewiston, ID 83501

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:02/13/2023

  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 am writing in today to file a complaint on your ****** ** location, I have had a HORRIBLE experience at this office that has taken THREE 3 months to try to resolve. I went there as a new patient in November 2022, they tell me I need to replace a old crown. Well between December 2022-February I have went to this office over 11 times and they have made over 6 crowns in the past 3 months for this same tooth and the crowns fall off in a matter of day, they have taken MULTIPLE impressions, scans, tried sending the crown to different labs and every time it comes in it does not fit and falls off. As of last week was my 12th appointment for this same crown, they put on the permenanet and it still does not fit. I can see the tooth under the crown! It shoudl not take 3 MONTHS, a total of 12 appointments, 6 different crowns all for the same tooth and the crown still does not fit or stay on. I am demanding the money I paid for this crown to be refunded back to my CARE CREDIT card that I used to make the payment, this is absolutley unprofessional and ridiculous.And I also need to file a complaint on ***** the office manager of this location, everytime I call her about this crown falling off she tells me "oh that is normal and just not to wear the crown" WAIT WHAT? THAT IS THE CRAZIEST THING I HAVE EVER HEARD.This location everyone that works there just got out of dental school and has NO CLUE what they are doing!I am requesitng the money I paid for this crown to be refunded!!!!!*************************** ************

  Business Response

  Date: 02/14/2023

  Response attached.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19395150
  
  I am rejecting this response because:   I am requesting a refund back to my CARE CREDIT card for the $319.00 portion I paid for the crown.  plaease process the refund, as you had me come in over 12 times, I missed a ton of work becuase of this and I should not have to pay for someone elses mistakes
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2023

  This case is still being reviewed.  ***** allow more time.  Thank you!

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19395150
  
  I am rejecting this response because:  I have not heard from the business
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/07/2023

  This case is still being reviewed.  Please allow more time.  Thank you!

  Customer Answer

  Date: 03/13/2023

   
  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:12/22/2022

  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 signed up for the Aspen Dental plan, which gives you discounts on dental services, on Nov. 8, 2022, for my wife, ********** for $39 and added myself for an extra $20 totaling $59. The sign up info says if you cancel without using it within 30 days you will get 100% refund. I cancelled the next day, Nov. 9.by email, and got a confirmation reply but no refund. I sent a couple more emails asking for the refund and got no response and still have not gotten a refund. I am attaching the receipt and emails related to it. P.S. I was trying to choose the address of the headquarters *************************************************************************************** but it instead chose the address you see in *************, **

  Business Response

  Date: 12/26/2022

  The Savings Plan is through, ********.  You will need to contact them directly at ************.

• Initial Complaint

  Date:08/01/2022

  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.

  On 06/21/22 I was charged $2,451.00 for a custom abutment and crown. The titanium implant had been already been placed successfully by Aspen Dental. Between May 2022 and 06/21/22 I had been seen many times, had many scans and X-rays to prove this was a sound implant. Sometime after the uncovering of this implant and the placement of the abutment and crown, it began to shift and become painful. I'm not a dentist, but I believe it was because of too much force and continued attempts to get non-custom bits to engage. On 06/21/22 after weeks of waiting for what was billed as custom prosthetics, a standard (from a tackle box) abutment and crown are placed. I leave the office with a tooth sticking out sideways from my upper jaw. In one day it's hurting. After patient shaming, I'm given something for the pain and brought in the next day. The standard tooth that's sticking out sideways is removed, I am told to return on 7/13/22 for another scan. The last scan took two dentists because they could not get the scan body to engage, it was then that the oral surgeon told the dentist that a custom abutment and crown were needed. On 7/13/22 they still can't get the scan body to engage and want me to come back. I am not kidding when I say that this hurts, but this time my beautiful implant has now migrated all the way to the very edge of the outside of my gum. They wrenched the implant over and over trying to get standard equipment to engage, they lied about ordering custom prosthetics, they put a tooth in my mouth that sat sideways. And the very best part is that they can't figure I why I won't sign up for it all over again so they can 'make it right!' They want me to wait weeks for a refund, when they wouldn't let me walk past the waiting room without thousands of dollars. I have asked to speak to corporate, I was given a card that looped me right back around to the local office. The doctor who caused this tried to blame it on the owner who was the only one who didn't hurt me.

  Business Response

  Date: 08/11/2022

  Dear Sir 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 Rennigade Dental Group PllC.
  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.

• Initial Complaint

  Date:08/01/2022

  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 presented with a sturdy, healed titanium implant in May 2022. I was ready to proceed with the uncovering and crown placement. My x-rays an scans were right where they should be. I had the implant uncovered, the procedure was painful, but I'd never had one before, I thought that was normal. I wait for it to heal again and come back to be scanned again, they have trouble engaging the scan body. The same doctor who did my uncovering assisted the dentist in getting the scan body engaged and told her I would need a custom abutment and crown because my implant is sitting sideways in my upper jaw. I wait for weeks, am canceled twice. I think it's taking extra time because it's custom. The day finally arrives, I'm so excited. I have paid $2.451.00 for a custom abutment and crown. The doctor tells me bone around my implant is now showing bone loss, when the prior scan and X-ray were fine. The abutment she places is not custom, but standard. The crown she places is not custom, but standard. The tooth is sticking out at a 45 degree angle, she walks out. I leave with a tooth sticking out sideways. I make it one day and I'm starting to really hurt. I call the office and ask for something for the pain, they bring me in the next day. The doctor removes the abutment and crown and says she's going to order a custom set. She documented that she provided a custom set in the billing to Humana, I have it. She brings me back in for another scan, can't get the scan body to engage again. Wants me to come back again... This stuff HURTS! I had a beautiful implant, the torque, the attempts to engage standard abutments and crowns where a custom was needed, the charge for a custom set that wasn't provided, the sideways tooth, I'm just over it. I want my money back. These people attempted to pull a fast one and now they are making "money back guarantee" a long drawn out process. I will NEVER go through a corporate dental group again. I have also reported them to HUMANA for ***************

  Business Response

  Date: 08/08/2022

  This was filed under the BBB in ******* under case #********.

• Initial Complaint

  Date:07/31/2022

  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.

  ************************************************* (Aspen Dental)Billing for a service not provided is FRAUD...Billing for a service not provided to a person with a developmental disability (Autism) is Abuse.I had an implant placed successfully at this location by the owner, he's the only competent one in the building. When I had saved enough for the abutment and crown I came back. Scans were taken of this implant, it was sound. The surgeon uncovered it in May 2022, he used more force than I thought was needed, but what do I know? I've only had one, it hurt. After that heals I have a scan and it is determined that a custom abutment will be needed, it took two docs to place the scan body because it will not engage. I wait, am canceled twice, the long awaited day arrives on 6/21/22. An x-ray shows bone loss (in two weeks time), but a custom abutment and crown are supposedly placed. The tooth sticks straight out the side of my gum line and I'm sent home that way. In one day I'm in terrible pain, brought back in 2 days later. Only to discover that a custom abutment was never placed, I did think it was odd that it came from the standard office supply kept in a tackle box. It is removed, I come back in on 7/13/22 and they are again unable to place the scan body. This implant has been messed with so much that at this point any manipulation of it causes me pain for a few days after. I need to go back in for another scan, in the mean time my statement from my dental insurance comes in. I am charged $2,451.00 for a CUSTOM abutment and crown on 6/21/22. That was it. A perfectly good implant suddenly shows bone loss over a 2 week period after numerous jams, screws, jabs... a standard abutment and crown are placed, which HURTS. A fraud is committed... and these people actually think this is best practice. And when I asked to speak to corporate myself, they lied and gave me the wrong number. There are so many complaints about this company, why are they allowed to inflict this on the public?

  Business Response

  Date: 08/08/2022

  Dear Sir 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 Rennigade Dental Group PllC.
  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.

• Initial Complaint

  Date:07/28/2022

  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.

  Attached you can see the dates of my payments. Which was approved by my banks, also attached its my account statements where the monies was withdrawn from my banks. Upon receiving a **** from the company for the amount of $688.00, I returned to the office and spoke to Izzy the representative that processed my payments. She called the billing office #***********************, Spoke to ******. She then turned to me and said that the monies was refunded back to my account 1 asked when did it happened because i have not seen any refunds to my account, she said it was refunded on June 9th 2022, I proceeded to open my online banking to my statements where she check and saw no refund of the $388.00. Then i proceeded to the other account where to $300.00 was taken out also there was no refund. Since I was there for sometime, Izzy the representative said to me that she will strengthen it out. On Monday the 25th of July I received another ****. In Tuesday I went to my bank spoke at a representative from ***** Fargo (my bank) Still there was no refunds on 3 months of statements, I went back to Aspen Dental office, I showed her another **** came, and this are my bank statements as of that day, she refused to look at it, and said to me take it up with billing. She then said that a complaint was made, i said I did not make any complaint. And I would like to see when the complaint was made? And I need the Complaint #? And that there have to be a refund # or a reference # on any refunds, so look at my bank statements and show me where and when the refund took place, because my bank and i cannot find it. The printed copy which is attached has my account # and the information. At the bottom of the page on June 9th 2022 you can see where it says decreased. I do have all my bank statements for 3 months. If needed please contact me i will be happy to provide it. My # ************. The office address that was given to me **** **************************** ************* ********.

  Business Response

  Date: 07/29/2022

  Response attached.