Business Profile

Dentist

Aspen Dental

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Complaints

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

Customer Complaints Summary

30 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/08/2024
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 went to Aspen Dental ********** on January 3, 2024. X-rays were taken and I had a consultation with a dentist. I was told that none of my teeth were salvageable, that they all needed to be extracted and I would need dentures. Devastated and reeling from this information I applied for financing. I was approved through ************************* After thinking about it for a few days, I called Aspen Dental and cancelled all procedures going forward. I did not get impressions. I did not get anything extracted. I did not go forward with any treatment whatsoever. In fact I have not returned to that office for any appointments at all. I informed American First of this and cancelled all financing. I have been informed by American First that Aspen Dental is claiming I have received some treatment and are only willing to refund partial payment. Because of this American First is saying I owe them for the money Aspen Dental is keeping.
Business Response
Date: 03/12/2024
Response attached.
Customer Answer
Date: 03/12/2024

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:03/06/2024
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.
Aspen Dental made me a set of dentures top and bottom about 2 years ago. They never really fit right. I have gone back to them numerous times for adjustments and they still do not fit right. I have trouble chewing and painful rubbing on my gums sometimes. Aspen has a money back guarantee but they never offered to replace the denture (the top one) or give me my money back. finally I quit going back to them because it was useless. Now they send me a bill from June and I do not even know what it is for. I cannot reach them by phone and have tried for two days. I do not think I owe the bill, I think They owe me a new denture or a refund.
Business Response
Date: 03/07/2024
Response attached.
Customer Answer
Date: 03/09/2024
Aspen Dental left me a voice mail saying they would like me to come in so they could look at my denture. I have not replied to them because they have adjusted the denture far too many times without success.
Customer Answer
Date: 03/13/2024

Complaint: 21396485

Please let Aspen know that I would like either a refund or a new denture.

Sincerely,

***************************
Business Response
Date: 03/13/2024
This complaint is under review.
Customer Answer
Date: 03/21/2024
This complaint has not been resolved. Aspen has not contacted me to do anything about my ill fitting denture.
Business Response
Date: 03/28/2024
The office has tried to contact you on 3/8, 3/13, 3/14, 3/27. An email was also sent with no response. Please call the office.
Customer Answer
Date: 04/04/2024
I have an appointment next week for the to try and repair my denture again. No mention of a refund or replacement. Im sure i will be contacting you again about this.
Initial Complaint
Date:12/11/2023
Type:Sales and Advertising 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 needed a tooth pulled so bad that I couldnt eat or sleep so I went to Aspen dental who did the free exam and estimated all work at almost $20,000. So I signed up for the Fortiva card knowing I needed some things right away. So I was approved for $3000 they immediately asked if I could get all the fillings and extractions done at $2057 running up the card I didnt care needed them out . Two days later my insurance card come in reminding you I already had insurance just couldnt wait on the card! So now Im paying $149 monthly and I had all fillings done and extractions. My Insurance was put in for only two procedures so far the extraction of one molar and one filling. And they were filled and paid out within a week! I dont understand why I called and its been three weeks and they told me to wait and I have yet to see them file anything else! They are taking their sweet time to input the claims when I could really use the money Im double paying for treatment because they were already paid thru the Fortiva card and now my insurance is covering a minority of the rest of it and with those only two filed I already have a negative balance in my Aspen Dental account they are just holding and wont even refund back to the card
Business Response
Date: 12/12/2023
Response attached!
Customer Answer
Date: 12/15/2023

Complaint: 20991391

I am rejecting this response because: Aspen dental went in and just paid what was left on my account and refunded $400 . I know for a fact my insurance covers all the gingivitis treatment I was charged for even gave me a $135 tooth brush I though was free in a little bag they gave to me on my way out I called being nice as possible not wanted to be u know that person. But when youre a single mom and they just take advantage of you is sick! The rest of the claims were never filed just sent the money from the only two that was filed! I can see my insurance has an app to let me know pending claims and Aspen tells me to wait a few weeks well 4 weeks later its like they dont even care! Im paying $149 a month I dont have to Fortiva. My insurance has app play by play of how much I have left what is covered and how much itll cover and when claims are made the moment they are !
I have a filling on a tooth that had a small filling and now its decaying and turning black and its the last tooth I have to eat with I cant even try for dentures with the $1500i still owe and my insurance will pay for half of my dentures as well
Sincerely,

*********************************
Business Response
Date: 12/18/2023
This complaint is under review.
Customer Answer
Date: 12/19/2023

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. I had a complete miscommunication and misunderstanding of what was going on and wanted to apologize to the business.

Sincerely,

*********************************
Initial Complaint
Date:11/25/2023
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.
11 /21/2023. Paid $1350 for upper denture with 8 year repair warranty. Asern is refusing to honor the repair warranty and will not give a refund.
Business Response
Date: 11/27/2023
Hello - I am trying to locate your account, but I am unable to find an account associated with the name, phone number, or email address that you listed on this complaint. Can you please provide any of the following that you are able: the name on the account, date of birth, account #, phone # or email address on account.
Customer Answer
Date: 11/27/2023
*************************, **** *************, ***********, **. *****. DOB=11/22/1953. ************. Complaint against Aspen Dental. *************************************. ******,**. *****. Aspen refuses to honor four more years of dental repair. They will not return price of denture. I would like my money back or make them honor remainder of warranty..They will not return phone call to get account number or any information.
Customer Answer
Date: 12/04/2023
account information. #*******
Business Response
Date: 12/13/2023
Response attached.
Initial Complaint
Date:10/13/2023
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 was charged $231.88 for office visit for my son, ***************************, on 1/31/23 for eval to extract wisdom teeth that Aspen Dental told me would not be covered by insurance. My insurance covered the visit 100%. I prepaid for extraction that was done on 3/1/23 of $954.92 and was told due to my son's anxiety he would need additional med during visit so I had to pay an additional $69.20 at check in. . The total *** received from my insurance was $952 my responsibility for everything. Aspen overcharged me by $283 and still has not refunded the overcharge after several phone calls. I am repeatedly told their billing system is down and can't see my overcharge/refund. Billing system down for several months? The fourth call I told them I would report them to the BBB. I just want back what was overpaid. I can't use my HSA card until I refund that money back. The *** doesn't match what was paid to Aspen. (trouble uploading *** and Receipts - I can fax them)
Business Response
Date: 10/16/2023
Hello. Please reply with the patient's address, phone number, date of birth on his account. I am having trouble locating *************************** in OR. If you have the account number on any statements, that is actually most helpful. Thank you!
Customer Answer
Date: 10/16/2023
Patient: ***************************, DOB 4/20/2001, **** # **********. Address that *** be on file but is no longer correct is *********************************************************************. Current mailing address is *********************************************************************. No phone number on file. ******************************* current phone # is ************.
Customer Answer
Date: 10/23/2023
More InPatient: ***************************, DOB 4/20/2001, **** # **********. Address that *** be on file but is no longer correct is *********************************************************************. Current mailing address is *********************************************************************. No phone number on file. ******************************* current phone # is ************.formation...
Initial Complaint
Date:09/15/2023
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 paid 1700$ for a upper denture before the denture was delivered. Once the payment was made , I attempted to have the denture delivered before the dentist relocated, but my attemps were unsuccessful. My case was then sent to ****** office, where my denture was made badly. My complaint is with soley the tech in ****** who designed my denture which he had a duplicate to copy from . He disregarded the duplicate and made his design. Since then I've nothing but problems with the denture and I don't trust that tech to repair. I can't wear comfortable and sores and my credit rating has been Jacked up behind bad business. It's been 3 months , ive had plenty patience and it's been problems, I've had to swallow and take a lost.
Business Response
Date: 09/19/2023
Response attached.
Initial Complaint
Date:08/29/2023
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 visited the Aspen Dental office in ******** ********** on March 27, 2023. The dentist worked on prepping tooth #** for a crown. This was submitted to my insurance under claim #********. My insurance ***************** paid this claim on April 20, 2023. Aspen Dental has not applied my payment to my account #********, they keep billing me for it. When I call Aspen Dental ************, option 4. I keep getting the same run around about they submit a ticket to the insurance office. Aspen dental says I owe them $102.40. And I say they owe me a refund for $55.20. I had a credit on my account of $57.60 as of the end of 2022.I paid Aspen Dental $56.20 on January 31, 2023, as co-pay for my cleaning. My insurance statement paid $163.20, and I was only supposed to pay $40.80. Resulting in overpayment of $14.40, claim number ********. Thus, now my credit is $72.00. I went to Aspen Dental on March 27, 2023, for prep on my crown. I did not pay the office for this visit, they took the payment of $39.40 from my credit leaving me with a credit balance of $32.60. I paid Aspen Dental $293.40 on April **, 2023, as co-pay for my crown, claim #********. My insurance statement paid $679.20, and I was only supposed to pay $270.80. Resulting in overpayment of $22.60. Summary; credit $72.00, minus charge of $39.40, plus overpayment of $22.60. Aspen Dental needs to find my insurance payment that was paid to them on April 20,2023 and apply to my account and refund me $55.20.
Business Response
Date: 09/06/2023
Response attached.
Customer Answer
Date: 09/07/2023

Complaint: 20536220

I am rejecting this response because: I have already worked with the Aspen Dental Office in ******** who says they keep contacting their insurance office for the last 4 months. I have been calling my insurance who has verified that Aspen Dental received a check and cashed said check for $157.00. No one from Aspen Dental had previously called my insurance. I reject this response since it is the same promise, that I have heard for the last 4 months. I keep getting statements from Aspen Dental they keep telling me that I owe for what my insurance has already paid. I will be satisfied when my refund of $55.20 is received and my account has a zero balance.

********************************************
Business Response
Date: 09/13/2023
This complaint is under review.
Customer Answer
Date: 09/16/2023

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. Aspen Dental has balanced my account and refunded me.

*********************************************
Initial Complaint
Date:07/05/2023
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.
DATE WAS **** 15TH, WENT TO ASPEN FOR PAIN IN A TOOTH,, I ONLY ASKED FOR 1 EXRAY BUT THEY SADI ITS PRTOCAL TO HAVE FULL MOUTH,,THEN DNETIST SAID HI, THEN SAT DOWN BEHIND ME AND SAID HE COULDNT TALK TO ME UNTIL HE DID THE TREATMENT PLAN..SO THEN AFTER ABIUT 8 MINUTES HE ASKED ME ABOUT MY ISSUE, I TOLD HIM I HAD A TOOTH THAT WAS HURTING,, HE THEN SAID COME BACK IN AFTERNOON AN DHE WOULD PULL IT BUT SAID ALL MY TEETH HAD CAVITIES AND NEEDED PULLED, I TOLD HIM I WASNT THERE FOR THAT BUT NEEDED MY TOOTH PAIN FIXED AS I WAS BUTYING MY HUSBAND IN 4 DAYS,, SO HE TOOK ME TO THE BUSINESS OFFICE AND THE PERSON THERE SAID IT WAS GOING TO COST ME OVER $10,000 TO PULL MY TEETH AND GET DENTURES, I TOLD HER NO JUST NEED 1 TOOTH, SHE SAID DENTIST SAID ITS IMPACTED AND CHARGED ME $347, SO I CAME BACK HA DTEH TOOTH REMOVED ONLY TOOK A FEW MINUTES,NEXT DAY MY TOOTH STILL HURTM HE TOOK THE WRONG TOOTH, THEN I GO TO EMERGENCY DENTIST HE TOOK ONLY ONE EXRAY AS ASPEN WOULDNT GIVE THEM MY EXRAYS, COME TO FIND OUT THEY PULLED WRONG TOOTH, AN DTHE TOOTH THAT WAS GIVING ME PAIN WAS FROM A SENSITIVE TOOTH NOT A CAVITY,,SO I CALLED ASPNE BACK THEY SAID *** WOULD ***** TEH EXTRACTION PRICE FROM $347 TO $206 FOR SIMPLE, NOW THEY SAY THEY CAN REFUND ME,,ALSO I THINK SINCE THE LIED TO ME AND TOOK WRONG ********** I NOW HAVE TMJ THEY SHOULD NOT CHARGE ME ANYTHING AND ALSO SHOULD PAY THE EMERGENCY DENTIST
Business Response
Date: 07/23/2023
response attached
Initial Complaint
Date:06/20/2023
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 in the office on 2/2/23 with a problem tooth that I figured would need to be pulled. I had called earlier in the week to set the appointment. Plenty of time for them to check my insurance and the eligibility. And to request anything they may have needed from me if required from my previous dentist. I full set of x-rays was taken. And it was determined, That more than one tooth was to be pulled. I was only going to agree to one. After talking with the ** it was agreed that only one would be pulled, and that the full cost would be $50. I would pay that at time of service. I paid this amount. the tooth extracted, prescriptions NOT called in, I had to jump through hoops to get much needed antibiotics the next day. Now I have a $110 bill that they seem to think I owe. They never tried to check what my insurance would cover according to my insurance *** as this is something they can see on their end. the first time I called to clear this up, I was directed to talk to my insurance, they said no, it was the Dental office that dropped the ball. Now I called and spoke to the office manager, and she said she would take care of it. I just received another bill a week after discussing it with her. If given the opportunity I could have gotten all x-rays from my previous dentist but they were not requested. and I was assured that the only amount I would owe was the $50 I paid before the extraction. the fees that I am being billed for are not justified, nor were they ever approved before. The office manager stated on the phone that they would be removed with a new patient coupon. and they haven't as of yet. I want these fees removed BEFORE they go to collections.
Business Response
Date: 07/09/2023
Dear *** or Madam,

Thank you for the opportunity to respond to the complaint filed by ********************* on behalf of the ***********, OR Aspen Dental branded practice,owned and operated by DOCTOR TEETH, 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 Yesto 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: 07/10/2023

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:06/05/2023
Type:Service or Repair 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.
i am filing a complaint, i was a aspen dental patient at the marion ** location ************** and just had extensive xrays, ct scan and full mouth exam there 6 months ago, they specifially told me I would only have to do this every 2 years and my records would be on file for ALL aspen dental locations in *******. Well I moved to fort laurerdale ************** and this aspen dental location on ************** zip ***** said they cant obtain my records from the other office and I would have to do a full mouth exam all over again with all new xrays and ct scans!!!! I already did this 6 mionths ago and paid for this! they said they dont know how to transfer my file!!!
Business Response
Date: 06/25/2023
Dear *** or *****,

Thank you for the opportunity to respond to the complaint filed by Summer ********************* on behalf of the ********** Aspen Dental branded practice,owned and operated by **************************** 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.
Customer Answer
Date: 06/25/2023

Complaint: 20146677

I am rejecting this response because: I am now trying to be seen at the fort lauerdale ******* location ************** and they said they can not access or see my file due to a cyber attack that destryoed all patients medical records and now they are asking me to pay the fee all over again for a new patient exam, xrays, cleaning etc that I already did at the ****** ** location just 7 months ago. I was told when I did that full set of xrays and ct scan that it would be good for 2 years. I dont think I should have to pay ANOTHER fee based on aspen dental loosing my records due to a cyrber attack. I now live in ************** and need to do a cleaning, but they wont let me do a cleaning without doing a full exam again as they cant see my recrods

Sincerely,

Summer *********************
Business Response
Date: 07/07/2023
This is still under review.
Customer Answer
Date: 07/14/2023

Complaint: 20146677

I am rejecting this response because: apparently aspen dental was part of a cyber attack and ALL my records, xrays and info have dissapeared from there system after I paid around $800 for a deep cleaning and exam. I have now moved to *************** ** ***** zip code and was trying to make an appointment with there office, however since I am a new patient and ALL my xrays and records have dissapeared they are asking me to REPAY for another exam, a new set of xrays, ct scans and another deep cleaning , after I just did all this 7 moonths ago. Aspen dental needs to contact the *************** location and get my records to them or WAIVE the fees they are asking me to pay!! this is ridiculous

Sincerely,

Summer *********************
Business Response
Date: 08/02/2023
This case is still under review. Please allow more time for a response.
Customer Answer
Date: 08/02/2023

Complaint: 20146677

I am rejecting this response because: they need to call the *************** zip code ************************************************ make sure i am NOT charged for the exam and cleaning they want to do since aspen dental lost all my records in there cyber attack

Sincerely,

Summer *********************

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