Complaints

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:12/26/2024

  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.

  Aspen Dental is fraudulently charging me for services rendered. Though, I was not in their office or seen by anyone on the date of the assessed visit fees. I visited Aspen dental in April of 2024 and paid for all services rendered at that time. In December I received a billing statement for charges that supposedly happened on 11/25/2024- though I have not returned to the office after April. I attempted to speak with the office manager *******, though she hung up the call, was extremely unprofessional and argumentative and refuses to remove the charges. I spoke with Corp and they are escalating this to the regional manager as they can confirm I have not visited with them since April and my bill was paid in full.

  Business Response

  Date: 01/03/2025

  Response attached!

• Initial Complaint

  Date:11/27/2024

  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.

  Today 11/27/2024 I received a permanent crown. The permanent crown did not feel comfortable, and was not explained or expected to be this way. The dentist Ms. ***** threatened previous crowns were not good material and will get infected. I was very scared and alarmed and didn't say anything further while I was there. I asked when I got there to see the X-rays again (they did not show me the first visit was suspicious and rushed into the work) to see the X-rays why my left side molar even needed a crown. The dentist violently sawed off the half top of the molar and put a temporary on that left area around the gum exposed in the back making the gum bleed a lot. The whole staff was coming in and out of the room with different things to talk about unrelated to the permanent crown. I was charged more than an Endodontist charged. The material feels like it is going to crush off my top teeth from being a harder material. None of these things were discussed at all. I still have not been shown the X-rays. I felt threatened and the dentist manager tried to make me sign an arbitration statement I refused and left to file this report to BBB.

  Business Response

  Date: 12/10/2024

  Response attached!

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22613471
  
  I am rejecting this response because:

  I moved out of the area so I don't get hurt from further dental malpractice 

  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/18/2024

  The office spoke with the patient yesterday, 12/17 and this matter is closed on our end.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22613471
  
  I am rejecting this response because:

  The business did not attempt to resolve the problem and was very intimidating to talk to. 

  Sincerely,
  
  **** ********

• Initial Complaint

  Date:10/28/2024

  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.

  07/29/2024 I went into the Aspen Dental Office for a quote for Periodontal maintenance. They did Xrays and quoted me a price of $765.00 for cleaning in two visits. I was quite pleased and booked the service in two appointments. I paid my quoted my out of pocket up front and forgot about it. After the second visit I get a bill in the mail for $733.00 and when I go to speak with the manager she isn't there and hasn't returned my called. They admitted the assistant manager who quoted me made a mistake and no longer works there and they would put in a ticket to resolve the problem. I have called, emailed and gone into the office with no response from the office manager ******* **********. When I spoke with the new assistant manager she advised me the bill is more than $733.00 and was unable to tell me how much more. I am a senior citizen and am unable to take these unexpected billing errors without blowing a whole in my budget and to add insult to injury there has been absolutely no contact from the office. My insurance company told me had they contacted them they could have let them know that it hadn't been 32 months since my last deep scaling cleaning and I only needed Periodontal Maintenance. I believe this was an intentional act knowing it was going to cost more than quoted and they gave me the come on, so they could literally ****** ***** an unsuspecting old lady. I would like this issue resolved amicably if possible. I really did like the Technician but I can't afford to do business with an organization that errors in billing, ignores your request for help and literally ignores you when you try and contact them. Anything you can do to assist is appreciated.

  Customer Answer

  Date: 11/11/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/20/2024

  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 had a broken tooth so I went to Aspen Dental in ********* ********. Based on the *********** needed a root canal and a crown. I prepaid 500 before the root canal and the procedure went fine. On 4/24 I paid 877 for tooth prep and crown. The work scope for this calculated my cost would be 1377. On 5/16 I go in to have my crown installed and an extraction. When arriving I was told I have to paid another 933 dollars as the insurance wasnt paying anymore. I declined and contacted my insurance company and they stated I have used up my allowance. So I went through my EOBs to see what has been paid. After tallying up what they have charged, minus the in-network discounts, and what the EOBs stated the amount they were paying I would have a credit of 765. I contacted Aspen Dental with this information and was told they havent received any payments from the insurance and I would have to pay the 752 cost for the crown. I email them copies of the information and asked if I would be refunded the money once the insurance had pay. The answer was no and I would be given a credit. Now this started to sound like a scam to get me to have a large credit that would take forever to use. Next thing I noticed the office manager got on the phone and told me that I had to pay that amount for the crown. Then she proceeded to tell me I have to have it done fairly soon or I would be charged the full 1600 amount for the crown whether I get it done or not. Now Im feeling like this is a real shake down. I will never prepay for a procedure again. Why would they have prep my tooth for the crown and not do the install which would leave me in a bad situation? I guess it would make it easier to get me to pay extra money.

  Business Response

  Date: 05/24/2024

  Response attached.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21733428
  
  I am rejecting this response because:
  Nothing has changed. Aspen is still charging the same amount. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/28/2024

  This complaint is under review.

• Initial Complaint

  Date:05/11/2024

  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 started Invisalign through Aspen Dental in April *****. Originally got my first round of trays, went in for refinements once I was done with the first set. They scanned me, and ordered retainers instead of refinement trays. Took months of trying to contact them, to get them to admit they messed up. Finally was able to get rescanned and given 2nd round of trays. After completing 2nd round of trays, I needed refinements (because my teeth were not moving). Tried to contact them for over 7 months with no replies/communication. They finally contacted me and told me to come in to be scanned again, but only if I agreed to be seen by their dental hygienist for a cleaning (that I didnt need). I was then informed that they no longer offer Invisalign and that I wasnt a candidate for it anyway. Got a second opinion on if I was a candidate, and was told I was in fact a great candidate and that Invisalign would work for me. Since then, I have tried to reach out to their customer service for a refund due to them not upholding their end of the contract, and once again, I have not received a reply or a response back. It is not over a year later, and my bite is off and I have other medical issues due to the poor service I received from them.

  Business Response

  Date: 05/14/2024

  Response attached.

• Initial Complaint

  Date:05/15/2023

  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.

  Original date of transaction 2/13/2021 in the amount of $2096.00 The commitment they made was to fix my teeth so that they were straight, etc using Invisalign - I will have to see if I can find the 'contract'I'd like my money back as they did not provide what was committed to me.Their resolution was to do refinements, which they did, but made my bite farther off than it was. They also did suggest to use another office as their dentist with this experience had left abruptly; however, this was MONTHS after this happened. They have since failed to return any of my calls nor transfer my information over to the other office. They also did not fulfill their commitment as I still don't have the retainers - however, my bite is SO off, I really don't want them and am requesting a full refund. I am now needing to get braces and spend more money to fix my teeth. I also have sores in my mouth due to the bite being off.

  Business Response

  Date: 06/04/2023

  Response attached.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20060894
  
  I am rejecting this response because: this is 1 of the main reasons I filed the complaint.  They do NOT respond to me.  They never call back and I've put too much of my time into this to wait for them to respond, if they ever do!

  What are the next steps?  They don't even provide a timeline of responding to me.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/15/2023

  This is case is still under review.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20060894
  
  I am rejecting this response because:
  Ive still not received any communication/response from Aspen Dental.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Date of transaction: Statement sent on 8/26/2022 Amount of money paid to business: All prior expenses have been paid for including the teeth whitening that was included in my total with my aligners I received.What business committed to provide me: They committed to providing me with aligners with teeth whitening included in the cost of my aligners.Nature of the dispute: A charge that I was not supposed to receive. I left my appointment being told I had nothing to pay for by the manager ******* after my appointment in May. I have had issues with the manager ******* and receptionists at the **************** in the past where they have been unorganized and disrespectful in response to myself trying to resolve the problems they have created. I was unaware I had a bill until I received a statement in the mail showing $515.94. I have only just today received an email from Aspen that looks like a scam, when I clicked the link and logged in it showed a statement sent from 08/26/2022 of $399.00 and a current balance of $515.94. I have been using CareCredit the whole time I've been going to Aspen and it doesn't show a balance to be paid there. So I want this balance gone from Aspen because I refuse to be scammed after everything I have already paid. I left my last appointment (my teeth whitening) with a paid balance and no charges to be added which I verified with the manager.Whether or not the business has tried to resolve the problem: I have not contacted them since in the past they have been very rude and difficult to communicate with appropriately.Aspen Account #: ********