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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aspen Dental has 4 locations, listed below.

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 13 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:06/12/2024

      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.
      I went in there 6 months ago and had several of my lower teeth pulled. I was 75 years old at the time. They charged me $1600.00 and some change. We sat down and had a lengthy conversation with the office manager and told her I didn&#**;t want any surprises and would pay for everything up front. She was told to come back in 6 months and they would give her a permanent flexible lower plate. She went there yesterday and made an appointment for 9:30 am this morning. They referred her to a guy there and he said it would be an additional $750 and she said it was paid for already. The he asked for another $585.00. My husband was with me and I told them this was paid for beforehand. My husband told them I will pay it but I will contact the H363137**3238313831H. I wasn&#**;t supposed to be charged any additional fee. This wasn&#**;t agreed upon and I would like my money back.

      Business Response

      Date: 07/22/2024



      July 22, 2024
      ********RE: Acknowledgment of Complaint Case No. ******** ******** ********Dear ********** ******** ********We are writing to acknowledge receipt of the complaint filed by ******************* regarding their experience at
      the Aspen Dental branded practice located in **********, ** which is independently owned and
      operated by MO Dental AS Judge, DDS, P.C. ********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. ******** ********Sincerely, *************************************

    • Initial Complaint

      Date:05/26/2024

      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.
      Had a denture made never did fit right was told to try them for a while 2 weeks later a front tooth fell out brought it back they fixed it 3 weeks later another tooth fell out

      Business Response

      Date: 05/28/2024

      Response attached.

    • Initial Complaint

      Date:04/11/2024

      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.
      I went there with my UHC insurance, I had 4k I could use on denture work. Billed my company ***** saying I owed nothing. Aspen started sending me bills. Aspen said my insurance was terminated. My ins company said it was not terminated. Aspen is now contacting me saying I owe them *******. This location is at ***************************************************** ********************

      Business Response

      Date: 04/24/2024

      Response attached!

    • Initial Complaint

      Date:03/26/2024

      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.
      In short I am disputing a bill. I went to Aspen to have a crown remounted. I was told the crown could not be remounted and I would need a new crown. I was also told this was covered by my dental insurance, Humana federal plan, less my co-pay which I paid that day. Several months later in 2023 I received a call saying I owed $1,005.00 for the remaining cost of the crown because Aspen made a mistake the new crown was not covered. I was told by the caller they would speak with the doctor and try to appeal to Humana to see if they would pay. I never heard back and assumed the insurance did pay. Skipping forward to 3/2024 I received a totally incorrect bill not only billing for the above crown but payments that were already paid and one other that I was told not to pay as I exited the office for a routine maintenance. I called Aspen the very day I received the bill the gentleman on the phone verified he saw my payments made via debit and would take action to resolve those charges.I received a call ******** asking me to call Aspen. So I do to find nothing has been corrected. When I speak to them I am told actions will be taken and none are. Not only that no one documents the conversation or actions they are taking nor do they leave their name on my account to show who I spoke to so it looks like I'm not doing anything. In reality I've been waiting and expecting Aspen to take the actions promised. I shouldn't be held responsible to pay for something I was told was covered referring to the crown. It is irresponsible for a company like Aspen not to be able to credit me for payments I have clearly already made, if the rep can see they are paid why can't their system. I have no faith in Aspen's billing practices at this point. While now it looks like their collection machine is running. If Aspen took the action to appeal to get the crown paid for I deserved a response one way or the other on the outcome. So when I don't hear anything I expented it to be resolved and it may have been and not credited as my payments were.

      Business Response

      Date: 03/27/2024

      Response attached.

      Customer Answer

      Date: 03/28/2024

      Complaint: 21489836

      I am rejecting this response because:No response from the business was found. 



      Sincerely,

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

      Business Response

      Date: 03/28/2024

      Response attached.

    • Initial Complaint

      Date:03/07/2024

      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.
      Last April I got a one-tooth partial. I paid the bill. The cost was $280+. I asked several times to make sure that was all I owed. I wanted to make sure I would not be getting a bill later. I wanted to have it paid in full while I was there. I found out the person I was speaking to was the Regional Manager. I got a bill a week ago for $403. I called billing and Aspen Dental to figure out what was going on. Billing told me insurance only paid this amount, this was the amount I still owed. They told me that what they told me at the office was wrong, and I owed money. I was not able to get anyone to call my back, so I went there in person. They told me I was responsible for the payment, because I signed the paper. I explained that I was assured that what I had to pay that day was my final cost. If you can&#**;t take the word of a representative of the company, what good is it. The partial I got that day was not good. It didn&#**;t fit well and it didn&#**;t look natural. I went back two or three times to work on it. They couldn&#**;t get it right. I went to another dentist to get it down. It costs me less money, and they did a better job.

      Business Response

      Date: 03/08/2024

      Response attached!

      Customer Answer

      Date: 03/08/2024

      Complaint: 21399026

      I am rejecting this response because:

      Im still waiting to hear from Aspen Dental. 

      Sincerely,

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

      Business Response

      Date: 03/12/2024

      Please allow more time for a response.

      Customer Answer

      Date: 03/28/2024

      I got a phone call from the office manager that I have a zero balance now. 

    • Initial Complaint

      Date:02/21/2024

      Type:Order 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.
      In July of 2023 I had oral surgery at Aspen Dental in ********* ********. At that time I was with United Healthcare and they paid their share of the bill. And now there is a remaining balance of ***** owed to Aspen Dental. In October I went to my appointment where at this time Aspen Dental terms me away for any future appointments or procedures until that amount of money is paid for. August 1st was the day my permanent dentures were completed. I have been waiting for my dentures since then as Aspen Dental is refusing to release them to me! I made some calls and found out that I can get dental quest to pay this bill for me as soon as Aspen Dental submits the claim to them. Today February 21st 2024 I talked to Aspen Dental in ********* I talked to the corporate office twice and talked to DentaQuest nothing was accomplished with Aspen Dental I told them I wanted my teeth mailed to me overnight I told them I would be there tomorrow to pick them up but I cannot get a ride to do so. Each time I tried calling Aspen Dental I was constantly put on a 20 minute hold three times per conversation then eventually hung up on I am not getting anything from these people. I am a diabetic and am not eating the proper food due to the fact I have no teeth they are putting my health in jeopardy because of not wanting to release my teeth into my possession! I was told by Aspen Dental today that a claim was submitted on last Friday two Dental quests to wear DentaQuest stated that was not true no clean has been submitted bye Aspen Dental for any amount of money under my behalf I want my teeth it has been 7 months I have had no teeth and I'm tired of walking around with no teeth!

      Business Response

      Date: 02/23/2024

      February 23, 2024

      RE: Acknowledgment of Complaint Case No. 21328359

      Dear Sir/Madam,

      We are writing to acknowledge receipt of the complaint filed by *************************** regarding their
      experience at the Aspen Dental branded practice located in *********, ** which is independently owned
      and operated by IL Judge Dental P.C..

      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 within the
      next 5 business days 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.

      Sincerely,

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

      Regulatory Relations Specialist

      Aspen Dental Management, Inc.

      On behalf of IL Judge Dental P.C.

    • Initial Complaint

      Date:11/13/2023

      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.
      Within the past 2 years I have had two pairs of dentures, and they both have broken.... Received the last set of dentures on or about August 11th of 2022... I am so dissatisfied with the product that I received for over $6,000 that I paid .. and the cheap materials that they obviously use because I take very good care of my teeth, dentures... When I called the office to get some sort of emergency service they scheduled me more than a week out .. this is unacceptable when I must have teeth in order to function in my job and my normal daily activities.

      Business Response

      Date: 11/27/2023

      Response attached.

      November 27, 2023


      RE: Acknowledgment of Complaint Case No. 20863861



      Dear Sir/Madam,



      We are writing to acknowledge receipt of the complaint filed by *************************** regarding their
      experience at the Aspen Dental branded practice located in *******, ** which is independently owned
      and operated by KAPILIKISHA DMD LLC.

      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 within the
      next 5 business days 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.



      Sincerely,

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


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

      Regulatory Relations Specialist

      Aspen Dental Management, Inc.

      On behalf of KAPILIKISHA DMD LLC

    • Initial Complaint

      Date:08/31/2023

      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.
      Husband had dentures made, never fit properly. They made several sets that never fit. They broke and we took them in to fix, when he tried them they would not seat properly and we were told that was all they could do. Now they have broken again and they put you off for a week to repair. I will gladly return for a refund. These dentures are a year old and have broken twice.

      Business Response

      Date: 09/07/2023

      Response attached.

      September 7, 2023




      Office of the Better Business Bureau


      RE: ******* ******** Dental Account Number: ********
      BBB Case No.: ********

      Dear Sir or Madam,

      Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the
      Branson, MO Aspen Dental branded practice, owned and operated by *********** *** **** We will
      be responding to the consumer directly on this communication.

      The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
      and operated location and care team has the autonomy to work with patients, so they receive quality
      care. Every patient complaint is taken seriously, and the office will work to resolve any concerns that are
      raised, living into our commitment to say “Yes” to quality oral care.

      I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
      federal privacy laws.

      Sincerely,

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

      ******* *******
      Regulatory Relations Specialist
      Aspen Dental Management, Inc.
      *** ******* ***** *******
      **** ********* ** *****
      ** ****** ** *********** *** ***
      ****** ************ **** ******
      **** ************
      ****** *******************************



    • Initial Complaint

      Date:08/18/2023

      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.
      My complaint is about the billing practices of this location. I have a dental credit card opened by Aspen (but run by a separate card company) when they started my treatment plan. I was told to bill the part of the plan we knew insurance wouldn't cover and then we'd find out later if insurance denied any charges.

      After several months, my immediate upper didn't fit well, but they kept relining it with the expectation I would get my permanent upper denture soon. I was told at each visit (of which there were many) that I didn't need to worry about any balances. The last visit I had, I was told insurance was posted and my balance was zero.

      Today, less than two weeks after being told to not worry about any bills, I made the one hour trip to the office expecting to pick up my final upper denture and be able to comfortably eat again. I checked in and sat down, only to be told to pay $512 that was shown as due on my account and that the insurance wouldn't pay, or I wouldn't get my denture. I thought, no problem, even though I was previously told not to worry about a bill, I'd use my dental credit card to pay and fight over the insurance later so I could get my denture.

      Then and only then was I told my account was past due because the original procedure had been done months prior so they wouldn't let me use the over $1000 available credit on my dental credit card. I had to pay in cash, credit, or check, and that the company that ran the dental card would deny the charge if they tried. I asked them to try anyway, and sure enough I was given a receipt showing it was denied. I called the card company. The card company said this is not their policy and has never been their policy and they showed no attempted transaction against my dental card account. They stated I should be able to use my open line of credit for any dental procedure at this office regardless of when the initial bill date was.

      I left the office without my upper denture because I had no ready funds to pay.

      Business Response

      Date: 09/26/2023

      Response attached.

      September 26, 2023




      Office of the Better Business Bureau


      RE: ********** ******** ****** ******* ******* ********
      BBB Case No.: ********

      Dear Sir or Madam,

      Thank you for the opportunity to respond to the complaint filed by ******** ********* on behalf of the
      Farmington, MO Aspen Dental branded practice, owned and operated by ** ****** ** ****** ****
      ***. We will be responding to the consumer directly on this communication.

      The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
      and operated location and care team has the autonomy to work with patients, so they receive quality
      care. Every patient complaint is taken seriously, and the office will work to resolve any concerns that are
      raised, living into our commitment to say “Yes” to quality oral care.

      I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
      federal privacy laws.

      Sincerely,

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

      ******* *******
      Regulatory Relations Specialist
      Aspen Dental Management, Inc.
      *** ******* ***** *******
      East Syracuse, NY 13057
      On behalf of MO Dental AS Judge, DDS, P.C.
      Phone: ************ **** ******
      **** ************
      Email: [email protected]


    • Initial Complaint

      Date:07/17/2023

      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.
      I went there to get an upper partial and lower partial, they did not fit and I asked them to give me my money back. They said they could not put it back on the card, the system was down and it was $2698.

      Business Response

      Date: 08/29/2023

      Hello,

      I have reviewed *** *********** chart. Her account ledger reflects that she and her insurance company have been refunded for the treatment. 

       

      Thank you,

      ******* ******** 

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