Dental Services
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/16/2024
Type:Billing IssuesStatus: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.
Went to Aspen Dental on October 23rd for ************ consult. Before making the appointment, I asked if I'm or my insurance will be charged anything for it since it's a consult and I was advice no. I provided my insurance information in the event that they need to run it for the ************ plan verification. When I went for my consult, I wasn't advice that my insurance will be charged. They mentioned that they don't even do an ************ services so I didn't make any other appointment after. I was surprised when I called Denta Dental that they submitted a claim for xray exam. I initially went to a different dentist a month prior and have a pending claim but since Aspen Dental submitted the claim, Delta Dental is refusing to pay for my earlier claim. Per Delta Dental, Aspen Dental needs to reverse the claim in order for them to pay for the previous claim. I called Aspen Dental billing department and mentioned I need to talk to the office. I called the office and spoke to the manager and mentioned that basically I lied that they didn't mentioned I wouldn't get charged since it's supposed to be a consult. I told him I wouldn't make the appointment if I knew my insurance will be charged since I already had a pending claim but he won't listen and keeps saying I was aware of it.Business Response
Date: 12/30/2024
All new patient comprehensive exams are $29.If the patient is not directly charged the $29 fee it is due to them having insurance and there insurance expecting to pay the $29 fee. Which would result in us potentially stating that you do not have an out of pocket in which you did not. We do not offer free consultations and would not state that we do.Customer Answer
Date: 01/06/2025
Complaint: 22640777
I am rejecting this response because: even though I didn't receive a co payment, my insurance was run hence the rejection of my previous claim. When I made the appointment I asked multiple times my insurance and I will be charged and was assured that I wasn't since it's a consult. When I went for my appointment, nothing was said to me as far as the charged that day, only the future treatment if I choose to do so. I was asked if I want to sign a waiver to appear in their social media instead!
Sincerely,
****** *********Business Response
Date: 02/13/2025
Hello,
You can pay the $29 fee and we will refund your insurance. You can call us to make the payment.
Initial Complaint
Date:12/16/2024
Type:Billing IssuesStatus: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.
On August 14th 2024 I went in to Aspen Dental to get a couple of fillings done. While I was in the chair they decided to tell me that one tooth needed a crown. I paid my part of the bill and thought my insurance would be able to cover the rest. On Monday September 9th I received a bill for my crown totaling $579.60 I went to the dentist and asked what was going on and they told me not to worry about it. On the 4th of October I received another bill for the same crown. I contacted my insurance company on the 8th of October and they stated that they had not received the correct information to cover their part of the crown and sent me an email at my request stating that they had not received the information they had requested. I went back to Aspen Dental that same day and they told me it still says pending on their end and that the insurance company had not sent a request for more information. I forwarded the email I received from my insurance and thought that would be the end of it. Last week I received a letter from the ***************** stating that they would not be paying for my crown and I received another one today 11/25/24 stating they would not be covering the build up for the crown either. The total amount I now owe because my insurance isn't covering the work done is over $1000. All of this started after I gave Aspen Dental a bad review. I'm not sure if they aren't sending the information because of that, or if it's because the crown wasn't necessary.Business Response
Date: 12/31/2024
Hello,
We appreciate the opportunity to address the recent complaint from ***** *****
The reason the patient received a crown on the same day as their fillings was due to the discovery of decay beneath the affected tooth, which was not visible during initial examination. This issue became apparent only once the procedure began, and, as part of our commitment to providing the best care possible, it was necessary to address it immediately which he agreed upon.
Regarding the patients balance, we would like to clarify that insurance estimates are provided based on the information available at the time of the procedure, and the final amount is subject to verification and approval by the insurance company. As stated in our patient acceptance agreement, the quoted insurance benefits are estimates, and any amount not covered by insurance is the responsibility of the patient. This is clearly outlined both in the patient acceptance form
We make every effort to ensure our patients fully understand their financial responsibilities before any treatment is performed. If the patient has further questions or concerns about the billing or treatment, we are more than willing to work with them to resolve the matter.
Thank you for your attention to this matter.Business Response
Date: 01/16/2025
Date Sent: 12/31/2024 6:40:49 PMHello,
We appreciate the opportunity to address the recent complaint from ***** *****
The reason the patient received a crown on the same day as their fillings was due to the discovery of decay beneath the affected tooth, which was not visible during initial examination. This issue became apparent only once the procedure began, and, as part of our commitment to providing the best care possible, it was necessary to address it immediately which he agreed upon.
Regarding the patients balance, we would like to clarify that insurance estimates are provided based on the information available at the time of the procedure, and the final amount is subject to verification and approval by the insurance company. As stated in our patient acceptance agreement, the quoted insurance benefits are estimates, and any amount not covered by insurance is the responsibility of the patient. This is clearly outlined both in the patient acceptance form
We make every effort to ensure our patients fully understand their financial responsibilities before any treatment is performed. If the patient has further questions or concerns about the billing or treatment, we are more than willing to work with them to resolve the matter.
Thank you for your attention to this matter.Customer Answer
Date: 01/16/2025
Complaint: 22605864
I am rejecting this response because: Per Aspen Dental's Statement about tooth decay, could they not see what my tooth looked like with the X-rays that they took a month prior because the two consulting general dentists from the insurance company sure could see what was going on. The insurance company also stated in a letter that I received the week of January 13th 2025 that there was sufficient tooth structure for the crown without the need for the build up procedure that Aspen Dental decided to do without first consulting my insurance company. They also didn't send the remaining information that my insurance company asked for multiple times until months later and after I stated that I would have to send the information myself due to their lack of urgency.
Sincerely,
***** *****Business Response
Date: 02/13/2025
Thank you for taking the time to share your concerns. At Aspen Dental, we strive to provide high-quality dental care while maintaining transparency regarding treatment plans and insurance coverage. We regret any frustration youve experienced regarding your insurance claim.
During your visit, our team informed you that the treatment plan provided was based on an estimate of your insurance benefits. As discussed at the time of service, insurance coverage is not guaranteed, and any amount not covered by your insurance is ultimately the patients responsibility. The procedure in questiona core buildupwas necessary to provide a stable foundation for your crown, ensuring its long-term success. Treatment decisions are based on our clinical judgment and your oral health needs, not solely on insurance determinations.
We understand that your insurance provider later stated that the buildup was not required based on their review. However, insurance determinations are often made retrospectively and do not always reflect the clinical conditions observed during your in-person examination. Additionally, insurance companies do not diagnose or treat patients directly but rather review submitted documentation to assess coverage eligibility according to their policies.
Regarding the submission of additional documentation, we acknowledge your concerns and sincerely apologize for any delays in communication with your insurance company. Our goal is always to provide timely responses to such requests, and we regret any inconvenience this may have caused. If there are any remaining concerns, we would be happy to work with you and your insurance provider to address them.
Please feel free to reach out to our office directly so we can discuss any possible resolutions. Your satisfaction is important to us, and we appreciate the opportunity to clarify any remaining questions.
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