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:04/18/2025

  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.

  I have lower dentures that does me no good because I can't chew food with them I've tried many times to use them but results are the same. I was told that I can't be seen in the office because of a balance due directly to that office yet I'm paying monthly payment to a financial establishment. I'm a senior living in trying times and they are just making life more complicated. Why pay for something I can't use?

  Business Response

  Date: 04/21/2025

  Please find attached response.  Thank you

• Initial Complaint

  Date:11/20/2024

  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.

  Aspen Dental was not up front about pricing and what was covered. They also talked me into dental partials I told Dr. ****** I did not need. As a consequence I now have 2 lower dentures I can not wear. I have over $2,000 of dental work sitting in a cup in my *********** permanent upper partial came in. Mind you, they make the temporary partial there at the office. This gets you excited, because it comes back so quickly. Then they make adjustment there at the office because mostly rubber/plastic. Then the permanent one comes in and it more metal in the front then the temporary one and they can't fix it. I now have metal rubbing up against the inside of my mouth and metal showing when I smile. They don't make it so they don't guarantee. I complained. Nothing was done. They set me up for another appointment only to come in for a cleaning/fluoride ignoring my issues with my dentures. They sent me to the office manager. She had me pay for the cleaning/fluoride $230. I was not told about this fee. She indicated that they would replace the upper partial. We even discussed less metal in the front. No metal prong sticking out in the front of my mouth. I even noted all these signs in her office about refunds on dental work and posters on the walls, about warranty from Aspen dental. I had an appointment scheduled for Nov. 21. I'm thinking my new upper denture is ready. I confirmed my appointment last week on line and they kept calling. I answer the phone today only to be told there is a $230 for cleaning/fluoride. I didn't ask for cleaning/fluoride. I asked about my replacement upper denture. I was told it was not back yet. I cancelled my appointment. They just wanted to make sure I had the $230. I currently have 3 dentures (2 lower, 1 upper) in my bathroom that I can not wear. I have spent over $5,000 on something I can't use. I want my money back so I can go somewhere else.

  Customer Answer

  Date: 11/21/2024

  Attached is a copy of the original contract.  and a copy of the credit card they had me open and make payments.  Credit card was paid in full.  I am sure they are going to find a way to charge me for the visit that was cancelled today in which they wanted to make sure I had the $230 for cleaning/fluoride today.

  Business Response

  Date: 11/25/2024

  Response attached.

• Initial Complaint

  Date:03/25/2024

  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 visited this dentist practice on 1/17/24 for a root canal. I paid roughly 520 up front to cover my end. The rest was to be covered by my insurance company. Today. 3/25/24 they send me a bill for 86 dollars. I paid it then called my insurance company and was told that I should not have paid more than 468. So if anything they owed me a refund of approximately the same thing. And furthermore they said the explanation of benefits they claim showing I owed 620 dollars was not true and the insurance agent was looking at it right then as we talked. And again said that 86 dollars sounds like the refund they should have sent you. I paid roughly ****************************************************** so I dont know and neither does my insurance company get where they are getting this 86 dollar bill from. There should have been no out of pocket money for me to pay beyond the 468. So again. They owed me money. I want my refund thats all. I paid it because I didnt want to haggle and get stressed out. Over 86 dollars but I feeel like they ripped me off. I am asking for arbitration in this matter as is my right if the other party is bbb accredited

  Business Response

  Date: 03/26/2024

  Response attached.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21485578
  
  I am rejecting this response because: first of all as I mentioned previously I spoke to my insurance company about this issue and they said I was only supposed to pay ******.  I pulled my bank statements for proof of payment. They are not telling the truth. I paid ****** on 1/11/24 then again on 1/18/24 I paid 107 more plus the insurance company paid 1106 on the claim. So the difference between the 521. I paid and the max out of pocket I had of 468 leaves them owing me ***** dollars. I paid my responsibility already and paid it up front. Then I called their billing office today and spoke to a very nice man named ***** who looked it up in his computer and said the same thing somebody made a mistake. I dont know who but your right. We owe you  some money. He was very honest and said it would be refunded within 2 to 3 weeks to my card but when I explained this to him that that card was no longer valid he said they would send a check but to give it a few weeks. I also told him that my insurance company would be launching an investigation into this issue. So. I paid too much and they owe me 63 dollars. If I dont get paid I have more than enough proof and request binding arbitration with the bbb against Aspen dental. Its borderline fraud what there doing 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/26/2024

  This complaint is under review.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21485578
  
  I am rejecting this response because: I have to reject their response because I have not yet received a response from the business or phone call   Nor have I received my refund. The refund is the 63 overage I paid in the beginning plus the ******************************************* with a total refund of 149 dollars. When I receive my refund or go to arbitration as is my right I will be happy to close the complaint but I want my refund.  They made a mistake.  Correct it please. Until then I cannot accept just any response. They owe me money. Their own people acknowledged it and I have the proof. Thank you in advance 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/27/2024

  This complaint is under review.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21485578
  
  I am rejecting this response because: I still cannot accept this response. They are not acknowledging their responsibility. I want my refund of 149 dollars or arbitration which I am entitled too. They made a mistake. They are not acting in good faith at all. If they want to investigate it then fine but I have been waiting almost 3 months for my refund. Thats all I want. Or arbitration. They overcharged me. Even their own employee acknowledged that it seems they owe me some money. So did my insurance company. I just want my refund or I want arbitration. Thank you.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/27/2024

  This complaint is under review.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21485578
  
  I am rejecting this response because:again I acknowledge that they say the complaint is under investigation.  However as stated previously I cannot accept that in order to close the case. I want my 149 dollar refund or arbitration. Thank you
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/08/2024

  This complaint is under review. Please allow additional time before responding.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I never received their response in my email. However the case has been resolved to my satisfaction. Thank you.  

  Sincerely,
  
  ********************; 

• Initial Complaint

  Date:02/01/2024

  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.

  On 9/21/22 I went to aspen dental to have 5 theeth pulled and hade a full top denture made the charge was ******* they did not accept my insurance and I had to open a care credit account , I am currently still paying for. after numerous visits my final denture was made it does not fit I can't eat with them in, food enters through the side's I can't even take my medication it goes underneath when I try to swallow.Ive made several appointments each time they would say they made some adjustments by filing there was no change the don't fit my mouth, I've developed some stomach issues as a result of not being able to chew my food properly they refuse to make a denture that fits I am devastated the theeth are so dull I can't even bite a apple or anything of that nature. And with ever thing that's going on I'm still paying monthly for the dentures the staff was very nice and professional,However that does not help my issue.The dentures are made on site within hours so why wont they make me a pair that fits properly on my birthday my kids and grandkids wanted to take me out to dinner, and I could not go because of the dentures ?? I just want aspen dental to acknowledge the fact that they made a bad pair of denture and make me some that fit and I can chew with that's all my life has been turned upside-down because of this every thing is so fast there they need to take a little more time with what they do sincerely ***********************

  Business Response

  Date: 02/02/2024

  Response attached.

• Initial Complaint

  Date:05/11/2023

  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 had a tooth pulled here, I paid in cash full. I also took the oral sedation pill. I was not allowed to sign any paperwork in which the person working told me that but we proceeded anyways. They said they had a loan program that could help pay for the rest of my dental work so I was like sure. It was a little over 600. What they didnt disclose was 1. The Lender. 2. That they would be taking about a $400 down payment out of my account the same day. I called immediately was told they refunded it and the money would be back in my account within how many days it took for my bank to process it when that didnt happen I called and they said **** business days. When that didnt happen I called and they told me 30 days. When that didnt happen I called again and they told me 60 days. Well today THEY TOOK MORE MONEY OUT OF MY ACCOUNT! And if anything I was not even allowed to be signing paperwork. Im paying for a loan I havent used nor do I even have in my possession.

  Business Response

  Date: 06/04/2023

  Response attached.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair 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.

  On August 8, 2022 I went to Aspen Dental with swelling and pain under/at the site of my crown/cap. There was no other swelling or pain.I was seen and treated by Dr. ************************ I was told that I needed to follow the treatment plan that they outlined for me, to resolve the problem. I was then sent to their financial office and told that the plan would cost $1802.00 which I agreed to pay. This treatment consisted of several months of treatment. The pain and swelling never went away even after I continued the treatment. I then called Aspen to request to see the Doctor again because I was still having the same issues. I was told it would cost me I think $125.00 to see him. I told them I refused to pay that when I had already paid for the same problem. They eventually told me that the doctor said come in there would be no charge. I went in was examined by **************** and another Dr. and was told I would have to see a specialist. I was also told by the office that to see the specialist would cost $125.00, I refused the appointment. I later found out that the correct treatment for my problem was to remove the crown, treat the infection, and get new crowns. Not intensive oral cleaning which treats Gingivitis which is not what I wanted to be treated for. I contend that Aspen Dental and Dr *********************** committed Fraud and Medical Malpractice in my situation. I went for a specific problem swelling and pain under my crown, that's what I wanted treated and that's what I thought their treatment plan was addressing it was not. I have already paid $400-$500 for a cleaning treatment I never wanted or asked for and which was not the proper treatment for my specific dental complaint.

• Initial Complaint

  Date:12/15/2022

  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.

  Aspen Dental offers a free consultation. I availed myself of the free consultation but chose not to use their services. They have now submitted a $30 bill to collections. I want the bill removed from collections and a statement showing zero balance owed.