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:06/25/2025

  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.

  Aspen Dental, ************, ** - Dr. ***** ******* took over the practice in early 2024. Aspen Dental did not enter him into the national dental database or other credential listings. ALL of my dental insurance claims were kicked back because Delta Dental could not verify he was a dentist. After months of complaints, Aspen Dental Corporate finally got him entered and resubmitted all of my claims. However, now he is showing as an Out-of-Network provider even though he was in network at the previous Aspen Dental office he came from. When Corporate finally updated him in the dental database, they failed to show he was in-network all along. My Delta Dental insurance is only paying a bit of the claims and I am being billed to pay the rest - for their mistake!!

  Customer Answer

  Date: 06/25/2025

  As stated in my complaint, the problem is with Aspen Dental Corporate NOT the local Aspen Dental Guntersville office. The local office does not control the data input from Corporate.

  PLEASE reroute my complaint to the correct location.

  Also, I gave the dates of ALL 2024 into 2025 concerning Dr. Miles Johnson.

  I gave the service as DENTAL services.

  The problem is CORPORATE BILLING and proper dentist identification within the dental database used by ALL insurance companies to verify dentist.

  Business Response

  Date: 06/26/2025

  Please find attached response.  thank you. 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23507573
  
  
  
  I am rejecting this response because: the BBB allowed the focus of the complaint, (Aspen Dental Corporate) to send the complaint down to the local dental clinic. The local dental clinic has NOTHING to do with ensuring dentists are properly listed in the national dentist database nor do they have anything to do with ensuring they are listed as a Network Provider in the dental insurance database.

  This attempt to mask over my complaint fails. My complaint is with Aspen Dental Corporate as I stated in the complaint.

  Ensure my complaint is sent to the managing Corporate office!!!!!!
  
  
  
  Sincerely,
  
  
  
  Larry Sortor

  Business Response

  Date: 06/26/2025

  This complaint is under review.

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23507573
  
  
  
  I am rejecting this response because: Again - the figurehead for Aspen Dental Corporation responded that they are forwarding my Corporate complaint to the local dental office that has NOTHING to do with causing or fixing the problem.

  This is unacceptable and should have been caught by the BBB staff and flagged as an inappropriate response. If I complain about you, you have to be the one to respond - not a sub-level agency.

  Send this reply to the genius that keeps trying to get the Guntersville office to figure out the Corporation problem. 

  So far, I'm about ready to do a BBB complaint on BBB because you are allowing a company to avoid answering my complaint!!!
  
  
  
  Sincerely,
  
  
  
  Larry Sortor

• Initial Complaint

  Date:06/23/2025

  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.

  2024 after going to Aspen Dental, we agreed on periodontal treatment and the extraction of 8 front upper teeth to be replaced by partials. Extraction day - they had forgotten to order temp partials and didn't realize until after removal. They gave me no info as to when/if I was to get them and next day was a holiday. I had to wait until they reopened to call them after an infection started and I was informed that I had to go w/o a partial for ***** days + after repeating that I was allergic to **********, they ordered exactly that on a Fri. after they closed for the w/e. I left a message that day. The following Mon. they sent in the right 'script. After finally getting a badly fitting temp, they ghosted me. Would not answer phones nor return calls. After reaching out to corp, I **** a call from them and agreed to go back so that I could finally have some teeth. I cancelled all other treatment with them - I was afraid at this point to get any other periodontal or other work. They got me in another temp set that fit better in Dec but the two top front teeth were too small, they admitted that they were children's teeth. I saw them again in January abt getting my final set w/correct measurements. Then they ghosted me again. Would not answer phones nor return calls. I left a message Mon. a week ago and said to call back by ***. The next day they sly dialed me 7 minutes before they closed. I kept hitting redial (8x's) until someone answered the phone the next day and left another message. No one has called back since! My ************** when i remove current pair at EOD and can't eat in public w/them because they will come out. So in the end I have never rcvd my final partials though they rcvd funds from Care credit - $5,121.60. I want money back for what I have not rcvd. According to ******, my costs to date would be $2354.08 after insurance. That leaves $2,767.52 owed me. I want this back so I can get out of this situation and get teeth from another source!

  Business Response

  Date: 06/23/2025

  Please find attached response.  thank you. 

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23499598
  
  
  
  I am rejecting this response because: we tried this route last year. Your office had the local office call me and talked me into giving them another chance. I thought we were working toward getting me my final partials but they stopped communicating again. No one ever answers the phone and messages are not responding to. This place has really shown me how little I mean as a customer, let alone as a human. I have no confidence in them and I certainly am not willing to return to have them see me, make promises, and never fulfill. Right now my jaw is killing me and I am embarrassed to be seen in online business meetings. All I want is the money owed me so that I may move on and get this taken care of. I am not asking for anything extra, just what I paid for and have not received. And as soon as possible because each day wearing a badly fitted partial is causing more pain. This is not really a refund request - this is getting back the monies I paid for services not rendered.
  
  
  
  Sincerely,
  
  
  
  Teresa Marshall

  Business Response

  Date: 06/24/2025

  This complaint is under review.  Thank you.

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23499598
  
  
  
  I am rejecting this response because: This is not a resolution, only that they will look into it. I have no other option but to refuse to keep this matter open as this is not resolved. I am waiting for a response so that this may be resolved and I may finally get my teeth taken care of properly. I also recommend that HQ look at the Yelp reviews for the Hampton office to learn that there has been similar issues w/this establishment. I ony wish I had been aware of them before I ever went to that place.
  
  
  
  Sincerely,
  
  
  
  Teresa Marshall

  Business Response

  Date: 06/26/2025

  This complaint is under review.  Thank you.

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: 23499598
  
  
  
  I am rejecting this response because: I am still waiting for their investigation findings.
  
  
  
  Sincerely,
  
  
  
  Teresa Marshall

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  This complaint has now been resolved. I received a refund. Thank you for your help!

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

• Initial Complaint

  Date:05/13/2025

  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 talked me into the Motto program for teeth straightening. They guaranteed result satisfaction. Now after 30 traces, they refuse to refill more traces. And I already ordered the retainer. And my teeth were in the middle of switching positions, so the left side cant bite close. I would like to continue the treatment until satisfaction or a full refund.

  Business Response

  Date: 05/14/2025

  Hello,  Please find attached response.  thank you. 

• Initial Complaint

  Date:04/26/2025

  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 scheduled a tooth extraction with Aspen Dental in ******, ** on February 4, 2025. I was present when the office confirmed my insurance coverage. The office has not filed a claim since February and is now threatening me with collections for the $712 bill. I have been on the phone when my insurance carrier reached out to Aspen Dental twice, and I have followed up on my own, but to date, no claim has been filed. Every time I call, I am told that the issue is being escalated and to call back in 3 weeks.

  Business Response

  Date: 04/28/2025

  Please find attached response.  Thank you

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23254415
  
  I am rejecting this response because: I have been told for nearly 3 months that the issue is being escalated and to check back. I will only accept the business response when they provide proof that they have filed a claim with my insurance.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 04/30/2025

  This complaint is under review.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23254415
  
  I am rejecting this response because the business has neglected to file a claim for nearly 3 months. I will only accept the business response when they provide proof that they have filed a claim with my insurance. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:03/21/2025

  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 am writing to bring a serious issue to your attention regarding my recent experience as a patient at your location at **************************************. I am extremely dissatisfied with the way my case was handled and the dismissive, unprofessional behavior I encountered from the staff at this office. I am requesting a callback from a member of your executive team to address this matter promptly.When I visited the office for a crown procedure, I was initially quoted a specific amount for the treatment. However, after the procedure, the office significantly increased the cost, claiming that my insurance would not approve the claim. This turned out to be untruemy insurance did process the claim correctly. Upon further investigation, I discovered that the office failed to submit the necessary X-rays with the claim, which caused the confusion. When I brought this to the attention of the front office staff, I was told that it was myresponsibility to resolve this with my insurance, not theirs, because I am the patient. This is unacceptablethe office is responsible for properly billing my insurance, not me.The staffs dismissive attitude and refusal to assist me were compounded by their outright rudeness. I requested a callback from the office manager to discuss this issue, but my request was denied. I am appalled by the lack of accountability and poor customer service I experienced at this location. As a result of their actions, I was forced to pay an exorbitant amount out of pocket, far beyond what was originally quoted or justified.I am seeking a full refund of the overcharged amount and a formal resolution to this matter. I expect better from Aspen Dental, and I urge your executive team to investigate this locations practices. Please have a member of your executive team contact me at ************ at your earliest convenience to discuss this further.Thank you for your attention to this urgent matter.

  Business Response

  Date: 03/25/2025

  Response attached.

• Initial Complaint

  Date:02/17/2025

  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.

  So i had heard good things about Aspen. I guess I was wrong least about the local one. Went on December 23rd 2024 cause of concerns with my dental bridge. They did xrays and all looked fine. That I needed a deep cleaning, at the time I asked them what it would cost (incase my main dentist couldn't cause he only works certain days and hours) they told me 189 dollars. They also proposed to get my bottom done for 3k with a financed amount and i was going to do that, but ive also had other health issues and couldn't get back within a month, they were very attentive during the first visit. I had breast health issues which is why I couldn't make it within the months time. Anyway I went today cause I had an appointment (2/17/25) - the appointment me lady said they weren't gonna charge me to see me, I went, the office manager called me in and basically was like we can't see you unless you pay x amount and the dentist already told you what the issue was (I'm having discomfort under the bridge). They told me it was 1500 for a deep cleaning, 800 since it's 2 quadrants, I told them this wasn't what initially was told I was told 189. They told me that was when I had insurance (my insurance doesn't cover deep cleaning and he knew this) so my complaint is they mislead with prices, especially i guess since I didn't get to come in on time cause I already had other issues and I explained this. The misleading and changes in prices is absurd especially since I was planning on getting other things done there. Eventually I went elsewhere today and they're gonna do the same cleaning for 300.

  Business Response

  Date: 02/20/2025

  Response attached.

  Customer Answer

  Date: 02/23/2025

   
  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. But please inform the business that i definitely do not wish to talk to the owner of the dental place, but someone else would be fine. 

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

• Initial Complaint

  Date:09/13/2024

  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.

  I was told at the time of final service my account was zero balance, all insurance was exhausted. I now I get phone calls saying I have a balance of $1,000. I you can see by the statement Aspen emailed me it says clearly Patient responsibility is $0 Aspen insist I pay them $1,000 They never sent monthly billing statements. I'm 70 yrs old and don't need this on my credit record.Thank you kindly

  Business Response

  Date: 09/18/2024

  Response attached!

• Initial Complaint

  Date:09/11/2024

  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.

  I did my first ever Appointment With this Business Shown up with all needed after I had to get my Plan Number for them to get me in the system... and after the X-rays and Mouth check The Store Manager "Falsely Quoted me $850" for something Meridian Covers in there Handbook. Scaling and Root planing .. is 100% Covered Fully Under Law... I Canceled my 2nd Appointment and left a 1 star review and that Reads "These people are Tanking my Credit score I was at a 679 now at 663... Don't go to these people... ill pay of the $135 for that Tooth Brush... I'm Never Coming back... Cancel that Care Credit card..." and Yes that's true.. There Trying to Illegally Trying to Tank my Credit Tried to bill me $850 for it...    

  Customer Answer

  Date: 09/11/2024

  This is Aspen dentals "Care Credit" Statement There just out to Wrongfully charge you $850 for something That Meridian COvers 100% the Scaleing and Root Planeing is Legaly coverd By my ******** There Full My 1 Star Review will Stay and Tarnishes my Credit

  Business Response

  Date: 09/17/2024

  Response attached!

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22237365
  
  I am rejecting this response because: 
  Upon further review of the situation, it has become evident that the actions taken by this location were inappropriate and unjustified. Specifically, the handling of this case resulted in wrongful charges that negatively impacted the patients credit score. This behavior is both unacceptable and in violation of the trust that patients place in our brand.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/18/2024

  This complaint is under review.

• Initial Complaint

  Date:08/21/2024

  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 2 9 2024 I went to dentist and paid the amount I was told the bill was. 5 months later they billed me $2373.00 and adjusted ****** which brings a total of $1493.50. This is deceptive practice. I have called billing department and they just say it's owed.

  Business Response

  Date: 08/27/2024

  Response attached!

• Initial Complaint

  Date:06/09/2024

  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.

  My account number is ********, and my issue is regarding the ********, ** location of Aspen Dental. As I was unable to locate a BBB record for them, I am selecting what I believe is the corporate headquarters instead. My issue is that this particular location has not once brought to my attention that there was a billing issue any time I visited, up until my last appointment in December of 2023. I've paid whatever payments were requested from me each time I was there. However, as of around February or March of this year (2024), I began receiving invoices for outstanding items that were not paid for. I attempted to call the ******** location more than once since then, including the last week of May and was told that someone would look into it and would call me back. The call back never happened. -- The bulk of the bill appears to be from when I had a tooth crack in August (2023) where I was recommended a root canal and bridge. Due to financial issues on my end, they told me they could do the work with the remaining balance on my Aspen Dental credit card, which at the time was $1700. However, now looking at the billing statement, I owe nearly $1400 just from that set of procedures alone. Again, this was never once brought to my attention. I am extremely disappointed in this and feel like I am being taken advantage of. I cannot afford this bill. In fact, I couldn't even afford the credit card anymore with its extremely high payments, and as a result, I have entered into a *************** Program as of March (2024). -- I am at the point where I will stop being an Aspen Dental customer and seek a new dentist for my future care.

  Business Response

  Date: 06/18/2024

  Response attached.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21825218
  
  I am rejecting this response because:  I have been promised multiple times by the Norridge, ** location that someone would review the problem and reach out to me (hence, me engaging the BBB).  To my knowledge, that has never happened, as I do not have any record of a voicemail attempt, a mailed letter, email, etc.  Unfortunately, I do not trust that this will actually happen, and that I will continue to receive letters regarding my account balance being past due (and eventually turned over to a collection agency).  Furthermore, due to my complete loss of faith in this location, I have already withdrawn as a patient and requested my records to be sent to a new provider. -- I need actual, concrete action taken regarding my account and not a promise that someone will reach out.  That promise is simply worthless.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  This complaint is under review.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21825218
  
  I am rejecting this response because:
  Hello, I just wanted to provide an update on this.  I prematurely rejected the resolution and can confirm that the local ******** location reached out to me this morning.  They are insisting that the majority of my balance was a result of insurance claims that were pending and they "finally" went through.  The individual I spoke with did mention while the remaining balance is now less than $300 that it will be taken care of and/or written off.  I made it very clear to that location that I am hesitant to believe this and that I do require written proof that the balance has been taken care of and that I will no longer owe anything to them.  If they can provide me with this proof (for my legal documentation purposes), then I will accept the resolution.
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  Please call the office to obtain a copy of your ledger.

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have received a copy of my ledger, as promised by the Norridge location, and can confirm that my balance is now $0.00.  Therefore, I am satisfied and confirm that this case may be closed.
  
  Sincerely,
  
  *********************