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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Account number *********, service date 10/17/24, client started recently receiving bills due to insurance looking at the xray. The client was getting dental work done which was approved by the insurance company. The dental office said this procedure had to be done. When the insurance looked into the claim and xrays they could not find a reason this procedure had to be done. The client has to pay for a bill for a service that should not have been done. Aspen has been contacted and they will not work with the client on getting this resolved. There has been a grievance and an appeal done to the clients insurance which were both denied. The client should not have to pay this as the ** told the client he needed this service which he would have never got if he did not need it.

    Business Response

    Date: 06/13/2025

    Hello, Please find attached response.  Thank you. 

  • Initial Complaint

    Date:05/20/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

    Business Response

    Date: 05/21/2025

    Hello, Please find attached response.  Thank you.

  • Initial Complaint

    Date:11/21/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ****************************** has stated they will issue a refund but I am yet to receive it. I would like to keep the complaint open until received.

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *******

     

     

    Business Response

    Date: 11/25/2024

    Response attached. 

    Business Response

    Date: 12/03/2024

    This complaint is under review.

  • Initial Complaint

    Date:09/10/2024

    Type:Billing Issues
    Status:
    Answered
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    It states that individual business office will handle complaint; however such office has not handled it.

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    Charley

     

     

    d they were all paid for through the state money, with only $10 being left over that should have been charged to my card. I ended up canceling the second appointment for the other 4 teeth that were already paid for and asked for a refund for those non-extracted teeth to be put on my fortiva card. I have since called 2 more times and my billing statements just keep going up in amount, with no one calling me back for resolution and it now seems like they are purposely ignoring my calls when I try to call in office as I always get voicemail now and I rarely get a call back.

    Business Response

    Date: 09/11/2024

    Response attached.

    Business Response

    Date: 09/16/2024

    The issue with this patient's account is we were supposed to receive $1,000 from the State, which we never did. The office has called the patient's case worker, and she confirmed payment was never sent. The case worker said that Ms. ********* was supposed to provide an invoice to her, but this was never provided by the patient. The office emailed a copy of the patient's bill. As of 9/11/24, her case worker was going to reach out to Ms. ********* to advise that Aspen Dental didn't receive payment because the patient did not provide her with the invoice, and it is not Aspen's fault that this has occurred. Our office continues to follow up with the State for them to send this check, but at this point it is out of our hands. The patient needs to be in contact with her case worker to get her to send us this check.

     

    ******* *******
    Regulatory Relations Specialist

    Customer Answer

    Date: 09/17/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    That is not the whole part and I was told by Aspen that they would send the invoice. That is not on me and I was told by the case worker that's what they were waiting for but no one informed me that I had to give it nor was I ever provided one. Plus balance is not accurate and the refund for the 4 extractions that were canceled has still not been put on my fortiva card.


    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    Charley

     

     

  • Initial Complaint

    Date:03/12/2024

    Type:Billing Issues
    Status:
    Resolved
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details* your complaint will be closed as Answered. 

    I was told by Aspen dental manager **** * that I would hear from corporate office at Aspen dental and I have not heard anything. This is NOT resolved. Mater of fact the original complaint was I owed $500 some odd dollars. I just recently received a bill now stating I owe $1500 and some dollars why was this closed apparently there was miscommunication the manager of the Auburn main office **** told me I would hear from corporate* and I still have not heard from corporate or anybody.
    The office will not talk to me about this. 

    i have a $50 deductaable charge for today's cleaning and i needed to pay it before being seen. i explained to her and the manager, ****, i do not have a deductable for a cleaning, i even showed them proof on Met Life(my insur) portal. i was told to leave. i called Met life ,they confirmed this & they lm on Aspen vm.i never heard back fromAspen.

    Business Response

    Date: 03/13/2024

    Response attached.

    Business Response

    Date: 04/09/2024

    We are currently waiting on claims to process and will continue to check back. At that point, you will receive an update from the office.

    Customer Answer

    Date: 04/10/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your

     

    rejection, your complaint will be closed as Answered.]

    I have not received a response from corporate as I was told I would.  And I received a bill in the mail for 3x the amount I am disputing. 

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ***

     

     

    Business Response

    Date: 04/15/2024

    We are currently waiting on insurance claims to process.

  • Initial Complaint

    Date:03/21/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.

    The address is:

    Aspen Dental

    ************************************************ 04210

    ************

    Thank you so much. 

    Business Response

    Date: 03/31/2023

    Response attached.

    Customer Answer

    Date: 04/03/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    The response from aspen dental really doesn't say anything other than they will look into it.

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

    Business Response

    Date: 04/09/2023

    A response letter has been mailed to the patient. 

Aspen Dental is NOT a BBB Accredited Business.

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