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:06/19/2025

  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 had been trying to call Aspen for two years to get a refund and my dentures fixed when I wanted a refund they denied me and said they will fix my dentures. They never did and still don't fit. When I had my teeth pulled I got an infection as well. I went to access dental and the dentist there strongly recommended me to get a refund from Aspen and also tell them that I lost bone due to the infection and now I have to have surgery on my upper jaw to smooth out the bone just to get dentures to fit. And my dentist also pointed out that the dentist at Aspen left the foot in my mouth that's been causing pain. I called up Aspen to get that fixed and left a voicemail and no one called me back. Before my teeth where pulled I told the dentist I had broken my jaw back in 2010. And the dentist was rough with pulling my teeth out. Then when they were molding teeth I told him I couldn't breath and he tells me to breath though my nose. I kept saying I couldn't breath. And I ended up vomiting all over myself. The staff are unprofessional and do not know what they are doing. I know it's been passed the 90 days to get a refund. But Everytime I called no one would answer or it would go straight to voicemail or they'd keep telling me they will fix the issue and yet they wouldn't. Why would I pay for dentures that don't even fit? Now I have to come up with the money and pay for new dentures and have my jaw smoothed all because Aspen couldn't do there job correctly. Even the reline they put in my dentures didn't stay it corroded when I let my dentures soak over night to clean them. My new dentist even told me they should have smoothed out my jaw so the dentures would fit in place which they falled to do. Now I see why so many people complain about Aspen. I do plan on contacting ky3 news and pursing legal action of this doesn't get fixed. Because I can even eat the food I like and I'm in constant pain because I have a root protruding on the upper right side of my gums.

  Business Response

  Date: 06/20/2025

  Please find attached response.  Thank you. 

  Customer Answer

  Date: 06/20/2025

  Complaint: 23494908
  
  
  
  I have reviewed the business' response and am rejecting it because: I had to go to the er on the 10/08/23 due to an infection from when your dentist had pulled out my teeth and I had also had called up numerous times to make an appointment and left voicemails and no one had called me back so I had taken my business to access dental where they told me I should seek a full refund from Aspen. They had looked at my mouth and told me I have to get a alveoplasty just to get my jaw bone smoothed out to make dentures fit which they said you had failed to do. I can't even get permanent dentures because they said I lost to much bone from the infection I had. And they also pointed out that the dentist had left a root in the upper right corner of my mandible that I have to have surgically removed. I am also embarrassed at how I kept telling the dentist I couldn't breath when he was making the impression and I ended up vomiting on myself. I know the 90 days have passed but when I asked for a refund I was denied and was talked into letting them fix the issue which they had failed to do. So I would like a refund on my dentures because they do not fit and I have no use for them. I lost over 20 lbs because I can eat normally without my teeth. I was 136 now Im 115 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Cody Bonecutter

  Business Response

  Date: 06/23/2025

  This complaint is under review.

• Initial Complaint

  Date:12/11/2024

  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 was recently seen in ***********, ******** at Aspen Dentals ********* location. During my first appointment they suggested a cleaning and mouth guard. When speaking with one of the office workers, she explained all of the charges and what the cost would look like. I shared that due to financial limitations I was worried about the cost of some of the treatments and asked if the cost listed was the final price. In particular, I asked about the cost of a mouth guard as it was not necessary at the time but would be needed in the future. I was told that my insurance would definitely cover a certain percent making my cost $77 for the guard and that there would be no cheaper time to purchase it. I have since received two additional bills for this service, the most recent one requesting an additional $156 because, as one of their corporate representatives states, my insurance does not cover guards at all. I completely understand that you are required to cover what your insurance does not. What I dont understand is why the staff would continue to push the service under seemingly false pretenses knowing cost was an issue for their client. I find this to be extremely unethical and disrespectful to their clients, wether that be me or anyone else. I am not the first ****** to run into this issue with them and truly hope that others are made aware of these issues before seeking dental care with the company.

  Business Response

  Date: 12/18/2024

  Response attached.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/16/2024

  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.

  Two issues. First, my wife had all her teeth pulled and is getting dentures with Aspen dental. They have treated her with the most horrific customer service and with prejudice. The staff has made her cry in three separate occasions with the way they treated her. All problems arose with the fitting of the dentures. They could not get them right and treated her as if it was her fault. The last visit the permanents did not match the temporary teeth. When the front teeth were not aligned an employee very rudely said the teeth were right they looked off because her nose was crooked. Today the dentist kept raising his voice at her saying he had to many other patients waiting. Was extremely rude These are two examples of the prejudice and rude ways they treated her. They also let a friend in three times and on the fourth visit refused to let her go back saying it is office policy. My wife Is in no way confrontational. We are 60 years old and dont deserve to be treated this way. Secondly, they are telling people they need their teeth pulled or need. Deep cleaning when they dont. There are Many complaints online about this- even from people who work In the dental field. For myself, they pulled a couple teeth and a cavity but left a tooth needing work. I went back for a quarterly deep Cleaning yet they didnt fix the bad tooth. They are falsely charging for work Not needed. They are scamming people. We are easy going people but this is to much. Please help us because this problem Is bigger than just us.

  Business Response

  Date: 10/17/2024

  October 17, 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 ***************.
  
  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:03/22/2024

  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 went to Aspen Dental and had dentures made and 2 temporary crowns put on my back molars #** & 31. Went back and one permanent crown was put on and the other one was not right, so I had to continue wearing the temporary crown on the other tooth until the other one was ready, I went back to have the permanent one put on the other tooth and they said I owed money that the insurance company did not pay. H3237383831353735**36H has double billed for procedures that were already paid and not eligible again yet. I am still wearing the temporary crown ( 9 months later ) waiting for the permanent crown and Aspen will not let me have it. My purpose for this complaint is I want the work done that has been PAID IN FULL! ! It will cost me out of pocket, about $1,**0 to have this taken care of somewhere else, which I dont have. I want to make sure that people are informed of the way this business is run and that they are dishonest and thiefs.

  Business Response

  Date: 06/04/2024

  
  
  June 4, 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 ADEPOJU 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 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, *************************************
  

  Customer Answer

  Date: 06/10/2024

  Complaint: 21471767
  
  I am rejecting this response because: I have proof from 2 other dentist that the work I my insurance to Aspen was not done. I then had to pay out of pocket to have the work correctly done.
  
  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/10/2024

  The patient was informed on 6/7/24 that her account balance was adjusted off.

• Initial Complaint

  Date:12/07/2023

  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.

  June 26th 2023 I went to Aspen Dental to have my teeth extracted and get implants for future work. I have a periodontal gum disease that was rotting my teeth. I had my teeth extracted that day. They left 1 tooth in the back and put in 4 implants, which 1 is is in great pain at this moment. Left my bottom front teeth. I was suppose to leave with upper and lower temporary that day. My bottom partials did not fit my mouth so they were suppose to remake and 6 months later I still do not have them. I left with my upper dentures that day. When the swelling was gone and I could put them. They did not fit my mouth. Upon my 2nd visit 3-4 weeks later my uppers still did not fit properly. Bottom partials were not done. I was told that is all they could do, so basically I am to live with it. On my third appt I had a different assistant which gave me a soft liner for my uppers which still did not fit properly and was told the same thing, to get used to it. Still no lower partials. I had an appt 11-29-23 and at this point I demanded to speak with Dr. A, who did my extractions 6-26-23, 6 months ago. I have yet to see him since 6/26. My wife ****** called the office prior to my visit and told them we will see Dr A or we are getting a lawyer. At my appt 11-29 the receptionist told me I had to sign something before I could speak to DR A for future work. I refused because I completed all the paperwork in the beginning and paid it in full. They would not tell me what I was signing and if I didn't sign it I would not be seeing DR A. I walked out of the office and here we are. I am in severe pain with one of the implants and the 1 bottom tooth in the back is in extreme pain as well. There is great concern as my insurance paid 12, 000 ish and the church we have attended for 9 years paid the other 12, 000 to help me get my teeth fixed. 6 months later still no teeth. We owe for extractions. But nothing else they have yet to make anything right.

  Business Response

  Date: 12/08/2023

  Response attached.

  December 8, 2023
  
  
  RE: Acknowledgment of Complaint Case No. ********
  
  
  
  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 Springfield, MO 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 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 ******* *** ***
  

  
  

  Customer Answer

  Date: 12/15/2023

  I made 3 attempts to contact Aspen 12/12 12/13 12/14.  They finally called back 12/15 and are denying they received the money from the insurance company and now they are recanting their initial statement that I was not to receive my bottom partials until the end!  I had them 6/22 and because they were done incorrectly, and I never seen them since.  The office manager or assistant is refusing to let me talk to DR A until I sign. She is RUDE and she thinks this is all funny!  Very RUDE!!!  I am not signing anything!! This whole experience was and is a nightmare!  I am talking to a lawyer if nothing can be made right here!  I am not the only Client this has happened to!  I will gather their statements when I sue Aspen!!  We will be talking to ****** ******** on *** for business scams!  

  Business Response

  Date: 12/18/2023

  This complaint is under review.

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service 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.

  Location: **** ** ********* **** ************ ** *****
  
  On 6/7/23 I went to the Aspen Dental office at this location and they gave me a treatment plan which included a coupon discount $225, an insurance discount $2,142, and insurance benefits of $3,000. The treatment plan totaled $12,243 and I would be paying $6,876. I checked my Humana PPO to see what benefits I had left and I was told I had $2,764. On 6/28/23 I went back to Aspen Dental and spoke with ********. I asked if the quote they gave me was correct. They said that I would now be responsible for pay $7,231 and the discount they gave me was for new patients only. They said since I went to another dentist before coming to Aspen Dental they took the discount away. Also, on 6/7/23 I said that I was going to another dentist for an estimate and did not confirm I would be going to another dentist. They did not explain this during my first visit, or give me anything in writing during my second visit about the discount being taking away if I went to another dentist for an estimate. They just told me verbally during my second visit that the discount was taken away.

  Business Response

  Date: 07/18/2023

  July 18, 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
  Springfield, 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,
  
  ***** ******
  
  ***** ******
  ******** ********** *********
  ***** ****** *********** ****
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** ********
  ****** ************ **** ******
  **** ************
  ****** ***********************

  Customer Answer

  Date: 08/11/2023

  I have received a response from the company.  I know now what my options are.  I will not be going to the Branson location (as recommended) because it it too far away.  Other options have been explored with my provided.  I won't be pressured into making a decision to use Aspen Dental in the future.

• Initial Complaint

  Date:06/23/2023

  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.

   I went a few months back and they charged me for x-rays
  They charged for the x rays again and they told me if I paid half down and then I could pay the other half when I was finished. I paid half of the amount they told e and they immediately charged my card.  When I went in to have the work done They said I would still need to  pay 800 dollars more than what they originally told me plus the remainder. Since I didn't receive and invoice showing what I paid the first time and the remaining amount owed I asked them to send me a bill as proof of my payment to them.  They told me they do not give receipts of  invoices showing what has been paid and what is still owed.  I want my initial payment refunded. immediately. They immediately charged my card the same day I went in and I want it refunded immediately.

  Business Response

  Date: 07/14/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by
  ****** **** on behalf of the Springfield, MO (Glenstone) 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:06/18/2023

  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 had a full set of dentures , they aren’t what was promised they hurt and are too big. I cannot wear them without pain. I have gone several times with the response from them that it’s my bite. I believe that if the impressions were correct it would take the bite into consideration. I paid over $3,000 for these and they refuse to listen to my concerns. I just want this fixed so I can wear them.

  Business Response

  Date: 07/08/2023

  Office of the Better Business Bureau
  
  
  RE: ****** ****** ***** ****** ******* ******* ********
  *** **** **** ********
  
  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ****** ****** on behalf of the
  Springfield, MO Aspen Dental branded practice, owned and operated by ADEPOJU 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,
  
  ***** ******
  
  ***** ******
  ******** ********** *********
  ***** ****** *********** ****
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** ******* *** ***
  ****** ************ **** ******
  **** ************
  ****** ***********************
  
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I went in July to get dentures for the first time. They pulled all my teeth. I paid them in cash, by personal check, for the total of $7700.  I haven't had a solid piece of food since then. I have lost 40 pounds. They keep telling me to come back and let my gums heal. They also had to chip away at my jaw bone. They have made two sets of temporary dentures neither of them fit. I have also had to go to the hospital to get nutrition through an IV because of this. They just keep putting me off. I have also since going, been diagnosed with cancer and have four to six months to live. I quit going after December because they just can't get this right. I got no help from them despite their money back guarantee. They did send me a check finally for $2000 but I haven't cashed it.

  Business Response

  Date: 01/12/2023

  January 12, 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
  Springfield, 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 Relations
  
  Aspen Dental Management, Inc
  *** ******* ***** *******
  **** ********* ** *****
  ** ****** ** ******* *** ***
  ****** ************ *** ******
  **** ************
  ****** ***********************

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  They said they were going to send me a check from his insurance company. I didn't even file an insurance claim for the work. I want a full refund of what was paid to Aspen.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 01/20/2023

  A response letter was mailed to the patient on 1/17/23.

• Initial Complaint

  Date:10/19/2022

  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.

  Last year, I went to get a procedure done. They told me I could apply for preapproved credit to pay for the procedure. After they told me that my payment was going to be $300 a month, I told them that I will not have it done.

  Business Response

  Date: 10/27/2022

  Response attached.