Complaints

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

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• 

  Aspen Dental

  1193 Branson Hills Pkwy Branson, MO 65616-9942

• 

  Aspen Dental

  4016 Lemay Ferry Rd Saint Louis, MO 63129-1858

• 

  Aspen Dental

  1935 S Range Line Rd Joplin, MO 64804-3238

• 

  Aspen Dental

  627 S Truman Blvd Festus, MO 63028-2234

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:07/11/2023

  Type:Order 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.

  Last year in July, I had 3 wisdom teeth removed per their suggestion. They charged up front and said I was getting a good deal. Then after insurance billed me 1400 additional dollars without my knowledge. I even asked about additional charges and they said insurance covered a majority. I have my contract and they are in my network!
  They stretched it out over two appointments and my dentist, *********** *** ***, smelled of Marijuana the second appointment. Upon showing up the first time, there was another customer that they turned away for oweing thousands of dollars. This place is really scamming people!

  Business Response

  Date: 07/25/2023

  response attached. 

  July 25, 2023
  
  
  
  
  Office of the Better Business Bureau
  
  
  RE: ****** ******* Aspen 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,
  
  ***** ******
  
  ***** ******
  ******** ********** *********
  ***** ****** *********** ****
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** *********** *** ***
  ****** ************ **** ******
  **** ************
  ****** ***********************
  
  
  
  

• Initial Complaint

  Date:07/06/2023

  Type:Product 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 been told my refund can't be provideded untill the refund department is back on line, I have been waiting for over a month,I have my cash paid receipt of 600.00 and they kept the denture. I started in April and have no denture that I can eat with nor have my refund.

  Business Response

  Date: 07/20/2023

  ******** *********
  
  **** *** ****
  
  
  
  
  Office of the Better Business Bureau
  
  
  RE: ****** ***** Aspen 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
  Farmington, MO Aspen Dental branded practice, owned and operated by ** ****** ** ****** ***,
  P.C. 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,
  
  ***** ******
  
  ***** ******
  ******** ********** *********
  ***** ****** *********** ****
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** ** ****** ** ****** **** ****
  ****** ************ **** ******
  **** ************
  ****** ***********************

• Initial Complaint

  Date:07/05/2023

  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.

  I went to this location the beginning of February. I have insurance through Delta Dental. I paid $1700 in cash up front for the work they did. I had two fillings filled, two extractions, and I had a deep cleaning. I was gettng one upper partial. It took four weeks to get them in. They were too tight. When I talked with Aspen they told me they charged my insurance but they didn't tell me how much. She told me that the insurance wouldn't pay on the partial at all. The office person told me today that they refunded me $505.40 but I haven't received it. They can't even tell me how they sent it. They have a money back guarantee. They didn't put in on my account, there is only a $36 credit with them. I called the headquarters for Aspen Dental. They said they already refunded me on April 14. Then, I would have $510.70 for the returned partial which I have a receipt.

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 April 17th, 2023, I visited the Aspen Dental located at **** ***** ***** ***** ***** ****** ** ***** *or a routine cleaning. Prior to my visit, an employee of Aspen Dental called me to confirm my appointment and told me that I had a small credit on my account and my cleaning will only be $37, to which I agreed. When I arrived at Aspen Dental, the male receptionist took my debit card behind the counter and used a handheld machine to charge me which informed was only the $37. He charged my card, handed it back, gave me a receipt, and I went and sat down. After a while in the waiting room, I decided to check my receipt and I noticed he had charged me $288. I went back up the counter and explained to him that he way overcharged me and he apologized and told me he would put in a ticket for the $250 refund. After a week of not receiving this refund, I called Aspen Dental and the female receptionist informed me that there was no record of this ticket and that no refund has been started, to which she said she would start then for me. After another 10 days of not receiving this refund, I called Aspen Dental again and they informed me that their systems are down and they are not able to process refunds at the moment and that they don't know when their systems will be up again. I have called multiple times since then and they have taken my information and told me someone would be reaching out but I have not heard from anyone. It is now June and almost two months since my initial appointment and I still have not received my refund or even any information. I tried to dispute this transaction with my bank; however, since the receipt matched what I was charged, they cannot do anything. This is unacceptable and others may not be as fortunate as I am and will really need that extra $250 for rent or food. Someone expecting a $37 charge should not be charged $288 and then have to wait months for their refund.

  Business Response

  Date: 07/06/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the St Louis,
  MO (South County) 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,
  
  ***** ******
  
  ***** ******
  ******** ********** *********
  ***** ****** *********** ****
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** ******* **** ** ***
  ****** ************ **** ******
  **** ************
  ****** ***********************
  

  
  

  Customer Answer

  Date: 07/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This “response” feels insincere and rehearsed. It doesn’t directly respond to my specific situation and reads more as an advertisement for the company.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/26/2023

  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.

  12/20/22
  12/20/22
  1/19/23
  1/19/23
  $310.00
  After paying a visit to Aspen, I was told my claims would be submitted to Delta Dental of MO. Here it is April and I'm getting another bill from Aspen. The billing depart phone line isn't working (shocked) ###-###-####.
  
  I contacted Delta Dental today and they said still nothing submitted. I even left my bill with the front desk girl and was told "it'll be taken care off"
  Acct# ********
  Aspen Dental -adjust this bill ASAP ELECTRONICALLY ! Delta says they should recv it within 24-48 hours and if you don't know how to submit a claim to them, they said they'd be happy to help :) Or just send me the claims and I will send them to Delta Dental- Thank you!

  Business Response

  Date: 05/16/2023

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ***** **** on behalf of the St. Louis,
  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,
  ***** ******
  ***** ******
  Manager, Regulatory

• Initial Complaint

  Date:01/23/2023

  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.

  They pulled your teeth and made dentures for you but never finished it because the insurance company told me they needed to fill out paperwork before the did any work on me. They didn't do it.

  Business Response

  Date: 01/24/2023

  Response attached.

  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 MO Dental AS Judge DDS PC.
  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.  

• Initial Complaint

  Date:01/13/2023

  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.

  On March 7, 2022 I went to Aspen dental in *******, ** to get a new set of 3D dentures printed. I paid $2,750 for the best pair. 9 days later I finally received them, it was only to be 3 days. 1 month later the bottom split in two so they repaired it, then 3 weeks later the bottom broke again so they repaired. I asked to have a new set made and the lady that repairs said that it wouldn't do any good because it was the same material, that I needed to wait till they received new material, so July 28th a new pair was made from newer product. One month later the bottom broke so it was repaired. two months later the bottom broke again so a new pair was made out of stronger material (per new technician) On December 7th I went back in because the bottom broke so they repaired it. I had also had issues with every top denture, there would be food particles underneath several teeth so they would clean it out & put material around the teeth. So I had enough with Aspen dental at this point so on December 12th I went to a new dentist and had a new pair of teeth made. I sent an email stating all of this to the office manager at Aspen dental, she finally got back to me a week later & said that it has been past the 90 days so I could not get a refund of my money, she wanted me to go in and see the dentist so he could figure out why I was having so many issues. I am not going back to Aspen because I had to spend more money to get a new set of teeth. I had to wait to save up money to go somewhere else, the 1st break I had, there was an older gentleman in the next room and he was saying that he keeps having breaks in his teeth, I heard the technician tell this man that he could get a refund on his teeth but he would have to leave his teeth that day. How can a person eat if Aspen takes the teeth back? It's bad business. I will gladly drop off ALL of the teeth Aspen made for me.

  Business Response

  Date: 01/17/2023

  January 17, 2023
  
  Office of the Better Business Bureau
  
  RE: ******************* Aspen Dental Account Number: ********
  ******************** Case No.: ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ******************* on behalf of the *******,
  ** Aspen Dental branded practice, owned and operated by Kapilikisha DMD LLC. 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,
  
  ***********************
  Manager, Regulatory Relations
  
  Aspen Dental *********** ***
  281 ****************************
  **********************************
  On behalf of Kapilikisha DMD LLC
  Phone: ***********************
  Fax: ************
  Email: **********************************
  

  Customer Answer

  Date: 01/19/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/11/2022

  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.

  An August 15, 2022, my wife went to Aspen Dental in Festus/Crystal City, MO with issues of broken teeth the were causing her pain and preventing her from eating. They did x-rays and the dentist looked at her teeth to assess what could be done. After this we set down with their business manager to discuss costs. They had taken her insurance and medicare information when we checked in. The business manager told us that the total amount of what needed to be done was $8,534.00 with an estimated insurance discount adn estimated insurance benefit our portion was to be $677.00. We as at that time if she had contacted my wife insurance carrier about this and she said that she had.
  
  On August 23, 2022, Aspen dental did the prep for three crowns and one one root canal. fitting my wife with temporary crowns.
  
  On August 29, 2022 they put in her permanent crown and gave her what they called a deep cleaning. At that time they billed us for $300.00 which we paid with our Dental First credit card. Aspen still need to made her teeth guard for which we would pay the additional $377.00 at the time a service. We scheduled an appoint for this at that time.
  
  When we went back to have her mouth guard made a week later we were informed that her insurance had been exhausted and that we owed the $4,451.00.
  I believe this to be predatory business practices.

  Business Response

  Date: 10/20/2022

  Thank you for the opportunity to respond to the complaint filed by ***** ************ on behalf of the
  Festus, 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.

• Initial Complaint

  Date:09/29/2022

  Type:Sales and Advertising 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 into this location to have them look at my teeth and give me a estimate for work to be done. I don't have insurance. They did take some x-rays. They were very vague about what the cost of the xrays and the other charges they charged me until I got a bill in the mail. They did no work other than the xrays. They charged me $5000.00. They advertise that the exam is free. They also were asking about my credit; they did a check. They set me up for a $5000 loan; they didn't have my permission to do that. They wouldn't tell me what the charge for the x-rays.