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:03/04/2025

  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.

  FALSE/MISLEADING ADVERTISING
  On February 26,2025,called Aspen Dental in Lawton Ok to assist my elderly Mother in Law in scheduling an appt for a single tooth denture repair.On speaker phone, questioned the person that answered the phone about denture repair and detailed what was needed.She confirmed that the services were indeed available Appointment was scheduled for Tuesday, March 4,2025. On 03/02/25 MIL received a call from Aspen Dental to reschedule, reason was that the Xray equipment was not in service. MIL asked why an Xray was needed for a denture repair She was advised that a jaw Xray was needed. After further questioning it was disclosed my MIL that Aspen Dental in Lawton OK DID NOT REPAIR DENTURES THEY DID NOT MAKE. This fact was NOT DISCLOSED during information gathering for initial appointment. Attached is a screen shot of the Aspen Dental Lawton OK website / denture services offered. No mention of this requirement. Further more the link to the Aspen website is ********************************************************************* offers no other info. Placed call to the office manager identified as "******* on 03/04/25. Explained that the information given for denture repair appointments was not fully disclosed to patients,and false information on Website. Constituted an enormous inconvenience to the patient and more over indicated a Bait and Switch/False Advertisements to consumers.****** was rude, curt ,dismissive. Advised that their office knew the information was incorrect, but "corporate" would not or could not correct. Appointments are scheduled at a call center with no info on particular offices, no internal processes to screen these appointments until 1 day before. I said thank you for listening to my concerns and she hung up on me without offering in assurances of practice corrections. Violates (FTC) Act, any advertisement that contains a misrepresentation / omission of material facts to deceive a reasonable consumer, qualifies as misleading

  Business Response

  Date: 03/07/2025

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

  Customer Answer

  Date: 03/13/2025

  Ok, I'll  repeat this for the 3rd time.

  There is NO ACTIVE PATIENT WITH ASPEN DENTAL!!!

  I assisted my elderly Mother in Law in making an appointment for 1Day Denture repair with Aspen in Lawton, OK. That was on February 26 2005. Appoint was set for March 4th 2025.

  Had her on speaker phone while I asked numerous questions about the in office denture lab, guaranteed 1 day repair.  The Appointment person gave us all the information and the verbal instructions matched with the Aspen Dental website DENTURE REPAIR ADVERTISEMENT AND INFORMATION.  We relied on this info to make the appointment for **** ** *****

  After several text asking her to confirm she was still keeping her appointment,  she got a call from Aspen Dental in Lawton OK  saying that her appointment would have to be rescheduled.  

  This is when we found out that the Advertising for denture repair on their website is false and the Lawton office chooses to deviate from the web page guarantee and the information that is relayed by the appointment office. 

  The results of finding that out are contained in my original complaint. 

  I CAN NOT EXPLAIN THIS ANY MORE CLEARLY!!!

  ***** ****

• Initial Complaint

  Date:10/28/2024

  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.

  Complaint Title: Billing and Insurance Mismanagement and Harassment from Aspen Dental in ******, ** Complaint Details:In May 2023, my grandmother visited Aspen Dental in ******, **, for a pre-operative consultation and procedure. At the pre-operative appointment, her initial doctor was confirmed to be in-network with her insurance provider, which we were assured would cover her procedure as expected.On the day of the procedure, however, a different doctorwho was not in-networkperformed the work without prior notice to us of this switch. This unexpected change led to significant additional out-of-pocket expenses due to the lack of insurance coverage for this specific provider. This switch occurred without informing my grandmother or our family, leaving us with a much higher bill than anticipated.Despite paying the balance at the time of service and having a receipt as proof of payment, Aspen Dental later sent this bill to collections, leading to undue harassment and stress for my grandmother. She is a senior citizen on a fixed income and has been subject to ongoing calls and demands for payment from a collection agency, despite having met her financial obligations with Aspen Dental.This situation has been frustrating and distressing for her. We are seeking a resolution that includes the following:1. Immediate withdrawal of the account from collections.2. Written confirmation of her fully paid balance with Aspen Dental.3. Assurance that her credit has not been adversely affected by this improper handling of her account.4. Investigation and policy update within Aspen Dental to prevent such issues from occurring with future patients.We respectfully request that Aspen Dental address this matter swiftly and responsibly. Thank you for your attention and assistance.

  Business Response

  Date: 10/29/2024

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

  Customer Answer

  Date: 10/29/2024

   
  Complaint: ********
  
  My grandmother's name is ****** *********. Her phone number is **********
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/04/2024

  Response attached.November 4, 2024
  RE: Acknowledgment of Complaint Case No. ********
  Dear **************** 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 SCD 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 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: 11/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  My grandmother asked me to handle this on her behalf. She is 83 with health problems. My phone number is **********
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/05/2023

  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.

  On 4/24/23 I obtained services from Aspen dental due to tooth ache. I was informed by the dentist that I will need an incision and drainage with extraction of three teeth. A complete dental plan was formulated by the dentist that totaled 3,895.00. I was instructed to apply for the Care credit card to assist with payment. During the process of the incision and drainage my blood pressure was elevated and the dentist stopped the procedure. I was to return a few days later. Since then I have been attempting to get in to see the dentist for my follow up to no avail. I kept getting a recording which states system down this went on for two months. After several attempts I was able to get a follow up on 6/22/2023. However the dentist decline to do any work without a release from my medical provider due to my blood pressure. I am a healthcare professional and realize the tech that was performing my blood pressure was doing it inaccurately and I requested a proper fitting cuff in which they declined stating they just cannot perform any services. Upon reviewing my Care credit statement it is noted that on 4/26/23 Aspen dental charged my card ******** when I requested a billing statement it shows work performed total of ****** therefore ******** was charged and paid for services not rendered. I have been attempting to get a refund However to no avail. I would like assistance getting a refund to my care credit card so I can obtain services from another vendor who is able to assist with my dental needs. I do not understand why Aspen dental is charging for services not rendered. I currently have to make my monthly payments to the Care credit card to avoid penalties. I am paying for charges I have not made.

  Business Response

  Date: 07/23/2023

  Thank you for the opportunity to respond to the complaint filed by Wendell Purnell on behalf of the
  Lawton, OK Aspen Dental branded practice, owned and operated by SCD Dental, 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:12/15/2022

  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 scheduled an appointment with Aspen in Lawton, OK and went in for an exam aswell as x rays (I had dental insurance) After exam and x rays dentist gave me a treatment plan and i asked if i could make monthly payments and it be done over a course of a few months (im on disability) im chronically ill, have to be careful. He said certainly, made arrangements of $300 monthly until all work was completed. 1st & 2nd appointment was for cleanings done in quads $300 per appointment, after the deep cleaning, the next was for 2 extractions w/ novacain being used which my insurance paid for extractions, x rays and exams. 3rd apt immediately the billing woman told me I owed $150. I paid it thinking my insurance was taking care of the other half to check out/make next app and be told, i owe $300 for the following month for fillings, I told her I just gave $150 when i arrived, the agreement was $300, what was the 150 for? Didn't get an answer so i was out $450 my insurance paid for that appointment (extractions). She took the $300 which was to pay for my fillings that following month. I made the next appointment AFTER paying $450 dollars (150 included) for the following month for fillings and canceled due to a health issue. I called back to schedule the 4th appointment for the fillings and was told i couldnt schedule another appointment cause I owed them $1,078 dollars its in collections. I don't owe that, I paid for EVERYTHING they did. I DID not get the fillings I paid for, they kept the money. I DID NOT get $2,128 dollars worth of work on my teeth! If I did, my teeth wouldnt look like this! They seriously robbed me! So $2,128 for a deep cleaning and 2 extractions??! Went to a new dentist and be told - that was NOT worth $2,128 let a lone $1,050 which I paid in CASH. I don't have that many teeth left, you can see the cavities and the shape my teeth are in from the *************** I want my $450 back, they didn't do the fillings i paid for. X-rays, pic & bill attached.

  Business Response

  Date: 12/26/2022

  Response attached.

• Initial Complaint

  Date:12/09/2022

  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.

  In January I went to Aspen Dental to see about getting implant dentures, the office manager at the time asked me what I wanted, and I told him " I want the Dentures that do not come out except by a dentist." He said those are they call Hybrid Dentures and I told him that is what I wanted. This is where the procedure started and I have made numerous visits to the office for different stages, extractions, impressions, oral surgery and more extractions, temporary dentures among other visits. Every time I went in, they started talking about Snap-On dentures and I told them every time "NO, I want the Hybrid Dentures, the ones that do not come out". and they would say ok. At one appointment in May they said they do not make those here. I stood up out of my dental chair and said, "we are going to stop this right here, if you don't make them where do I need to go to get them made"? ****** then told me to hold on and she would be right back. When she returned, she told me that the regional manager (*******) said she would have a set made for me. Throughout several more appointments I would ask if I was still going to get the Hybrid Dentures and ****** would say yes. On Nov. 30th I called to setup an appointment to finish up the procedure and they said I will be getting the Snap-Ons and that they don't have any way of making the Hybrids so that is what I am getting. ****** tried to tell me that was their definition of a hybrid. Well, they are the only dentist that has that definition because I have called several other dentists and their definition is exactly what I have been telling them what I want, and even if it were different, they knew what my definition was and that is "Dentures that do not come out". My wife has been to the Dental office with me and has heard the many conversations on the phone with them about this.

  Business Response

  Date: 12/15/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by *************************** on behalf of **********, ** Aspen Dental branded practice, owned and operated by SCD Dental 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 Yesto quality oral care.
  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.