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:03/28/2025

  Type:Billing 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 have a chipped tooth which I needed to get filled. Went to Aspen Dental they told me I had to get a cleaning before they could fill it. They gave me an overall price for my plan of 2300 with the cost of cleaning being 800 dollars for the first half of the cleaning and 600 for the second half. I paid 1400 in advance. The did the first half and then all of a sudden wanted an additional 600 dollars to do the second half. I refused because that was not what I was quoted. I want the second half done for the agreed upon price that I already paid in full.

  Business Response

  Date: 03/31/2025

  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 Dr. Mei Y*** Dental Group 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.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:03/21/2024

  Type:Customer Service 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.

  3/21/2024
  I went in for a routine cleaning of my teeth, and they did quite a few x-rays, and the dental hygienist did an assessment finding that there’s nothing wrong other than a little bit of gingivitis. Then the dentist came in and looked at my teeth and said everything looked great. They informed me that the computers were down and they were having a write everything down on paper, which was fine with me. But then their business person came in and said they couldn’t give me an estimate as to how much it would cost to deal with the “gingivitis“ so they were going to have to have me come back when the computers were back up. I asked her why I would need an estimate when it’s just a cleaning? I have good insurance that covers that. She said it would cost more because it was gingivitis. I told her that seems crazy to me, I never heard of gingivitis costing more before. She didn’t give me an answer, just shrugged her shoulders. So I didn’t get a cleaning and now they’re billing my insurance for all the x-rays. I told him that as I was leaving, I would never be back and then I think that once they saw that they weren’t gonna make more money on me they made him an excuse to not do the cleaning.

  Business Response

  Date: 03/21/2024

  
  Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!

  Customer Answer

  Date: 03/22/2024

  ********

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

  Business Response

  Date: 03/26/2024

  More information needed.

  Business Response

  Date: 04/02/2024

  Dear Sir or Madam,
  We are writing to acknowledge receipt of the complaint filed by **** ********* regarding their
  experience at the Aspen Dental branded practice located at Steubenville, OH 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
  On behalf of *** *** **** ****** ***** ***

  Customer Answer

  Date: 04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  Kate Lesnefsky

• Initial Complaint

  Date:06/07/2023

  Type:Delivery 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 3/08/2023, I purchased ***** ***** ******* Braces from Aspen Dental in Steubenville, OH and they charged $1,266.40 to my *************** ***** ********* ****** **** ******** ****** **** ** ****. I don't know the full account number. ) I was promised 14 sets of braces; the first 7 sets I received on 3/08/2023. In 7 weeks I was to have a check up with my dentist and then I was supposed to get sets 8-14. On 3/16/2023, My Mother died unexpectedly from a heart attack and as a result, I had to move in with my uncle in Centerville, which is 220 miles away from Steubenville. Aspen Dental agreed to ship my remaining braces to their office in Beavercreek, OH, but they never got there. I made numerous phone calls to both offices in the period between 4/26/2023 and today and I always get the run around. The last time I called the Aspen Dental in Steubenville, as soon as I gave them my name, they hung up on me! I called a second time and they hung up on me again!

  Business Response

  Date: 06/26/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by
  Daniel ******** on behalf of the Steubenville, OH Aspen Dental branded
  practice, owned and operated by Dr. *** **** ****** ***** 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.

  Customer Answer

  Date: 06/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  Daniel ********