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:08/09/2024

  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 ******** **** went to Aspen Dental on 6/28/24 & 7/3/24 for a deep cleaning procedure. Then I returned on 7/12/24 for crown prep, but once dentist re exam one tooth had to be extracted. Then I was to return on 8/1/24, but by that time I received my EOB Explanation of Benefits. It shows that I'm being double billed for same procedures code & descriptions twice in each visit. I never received any pain medication, only electric toothbrush, mouthwash, toothpaste, and paste. There are some that give a vague description of some charges. Ex. unspecified periodontal procedure, by report. What is that? Before I schedule my appointment, I made sure they're in the network of my insurance. Which they were. But my summary is showing 6/28 out of network $872.60; 7/3 in network $698.00; 7/12 in network $21.00. Either they're in the network or not. And it shows I have three patient ID# WHY? I was also charged twice for electric toothbrush, and other items. Then I receive another bill on 8/9 for $140.44. Don't even know what this is for. I was told that claims have already been paid out, and Care Credit have already paid them, too. Aspen dental in Forsyth, Illinois is a rip off, and they don't fully explain all the procedures they're doing and what the cost may be. Thank goodness I didn't go back for crowns. The bill would've been through the roof. Never again! And I would never refer anyone to them. They will hi side you and double billing for one procedure. I hope someone look into and investigate the way they conduct business. I have all paperwork. Would like to mail or fax for a thorough check of this company billing practices. They don't even give the option of anything else. They may be giving services that a patient may not need even need. And the billing staff needs to get some etiquette training. Very rude, and not customer service material. So, with that being said, I hope there is a resolution. Because they will never get my business again. Thank you, have a nice day!

  Business Response

  Date: 08/19/2024

  Response attached!

  We are writing to acknowledge receipt of the complaint filed by ******** **** regarding their
  experience at the Aspen Dental branded practice located at Forsyth, IL which is independently owned
  and operated by ********* ****** *********** ***.
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient to discuss
  the details of the complaint and work towards a mutually agreeable solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.

• Initial Complaint

  Date:12/01/2022

  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 had dental visits on September 1 and 2, 2022 at Aspen. The total came to $1,680.20. I was told on 9/1, my estimated payment would be $880. I thought that was really high but then offered my credit card to pay. rather than set up a payment plan as recommended. They said to wait and see what insurance covered, my part could be lower. My bill the following month actually almost doubled to over $1,600.! In a follow-up visit I asked why and was told my insurance, Guardian, denied based on timing which they didn't understand and suggested I call for an explanation. Guardian said nothing about timing. They said that Aspen didn't provide evidence. Guardian needs evidence showing why the services were needed that were performed. They need a clinical note stating why the services were needed, they need to know what diagnostic materials were used, they’d like to see x-rays and photos. It should be charted and they need that as evidence of the diagnosis. They’d like to know the name of the Dentist who signed off on the work as necessary. There was one code, 9630, that didn’t have any explanation of what it covered. They’ve asked to have the dentist call and discuss. I explained to Guardian that they have a third party who deals with the insurance. Guardian still will need all the information and the dentist name. As of 12/1 insurance doesn't have the info needed to process the claim. When I told Aspen this they said I shouldn't be calling the insurance, after telling me to do so. Aspen threatened me more than once with turning this over to collections if not paid. Yet they didn't explain the process or how much time I had. I ended up paying on my credit card then calling to dispute the payment until insurance has all the info to review. Capital One will hold the amount until the dispute is investigated. This isn't right. Aspen should chart correctly, supply insurance with needed info then bill customers for payment. Not threaten collections first.

  Customer Answer

  Date: 12/05/2022

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is similar to what the local Aspen sent to me, as attached.  I do want this to be resolved especially the issue where I was denied pills by my insurance that I neither asked for nor was prescribed on my behalf.  I look forward to a timely resolution.  ***** **** **** ***