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:05/30/2023
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.
Aspen Dental signed my grandmother up for a Care Credit account without her knowledge or explanation that that's what they were doing while also taking payments from her in office and telling her she was paid in file. Then she gets a surprise bill from care credit for almost $2500.00. She doesn't recall them explaining anything about a credit line being opened for her or that the payments she was making in office weren't covering her whole balance owed. This is horrible business practice when dealing with elderly folks. And now we have to figure out this billing on her fixed income.
Business Response
Date: 06/18/2023
Complaints must be filed by the patient directly. Please have the patient file the complaint with her information so this can be reviewed further.
Customer Answer
Date: 06/18/2023

Complaint: 20120764

I am rejecting this response because: I have permission to assist with my grandmother's account and she is unable to use email and computers.

Sincerely,

*************************
Business Response
Date: 06/27/2023
Please provide your grandmother's name and her phone number so that can be verified.
Customer Answer
Date: 07/07/2023

Complaint: 20120764

Her name is ******************************* and her phone number is ************. Corporate office spoke directly to her and I at the same time and put the authorization for me to work on her account in her file. She is elderly and does not use text or email. I was told by the local office in order for her to be signed up for care credit she would've had to have filled out the application on an iPad in the office which she says they never gave her and she wouldn't know how to work that anyway. This is very concerning to me and it sounds like someone at the office asked for her info to fill out the application and just had her sign at the end, but didn't fully explain a line of credit was being opened. *************************** at the ************* was incredibly rude to me when I was attempting to gather what happened.

Sincerely,

*************************
Business Response
Date: 07/14/2023
Response attached.
Customer Answer
Date: 07/24/2023

Complaint: 20120764

I am rejecting this response because: I want to be kept updated on what exactly is being done about the predatory behavior of the ****** office as well as what action has been taken to resolve their practices. My grandmother is likely not the only elderly person effected by this. The attached letter doesn't indicate any actual action taken.

Sincerely,

*************************
Business Response
Date: 08/15/2023
This case is still under review.
Customer Answer
Date: 08/16/2023

Complaint: 20120764

I am rejecting this response because: The response is just stating that the business is reviewing at this time. My main concern at this point is the treatment of elderly patients that are coming through this office. My grandmother's bill has been paid by her, but I'm concerned about the practices of this specific office.

Sincerely,

*************************
Business Response
Date: 09/01/2023
This complaint is currently under review.
Customer Answer
Date: 09/01/2023

Complaint: 20120764

I am rejecting this response because: issue is still under review per latest response.

Sincerely,

*************************
Business Response
Date: 09/07/2023
Complaint is still under review. Please allow additional time. Thank you!
Customer Answer
Date: 09/08/2023

Complaint: 20120764

I am rejecting this response because: this issue still is under review with the business.

Sincerely,

*************************
Business Response
Date: 09/13/2023
No response is needed. We are currently reviewing this case with the office to come up with the best possible resolution. The office will be in contact once a decision is made. Thank you in advance for your patience.
Customer Answer
Date: 09/15/2023

Complaint: 20120764

I am rejecting this response because: Just keeping this open as the office is working on this. Thank you for looking into this matter.

Sincerely,

*************************
Business Response
Date: 09/15/2023
Currently under review.
Customer Answer
Date: 09/19/2023

Complaint: 20120764

I am rejecting this response because: This issue is still under review per office.

Sincerely,

*************************
Business Response
Date: 09/27/2023
Per the Regional Manager: "I called this patient again today and she said she was not looking for any additional resolutions and didn't have any further concerns she wants to address. She stated she "feels they've [the office] done all they can do."
Customer Answer
Date: 10/03/2023

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. While this does not at all address the way this office treats elderly patients nor the way the front office staff spoke to me directly we are done dealing with Aspen. This is a predatory business when it comes to elderly which is unfortunate.

Sincerely,

*************************
Initial Complaint
Date:04/26/2023
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.
On April 14, 2023, I cracked my tooth. I called the dentist office on Monday, April 17, 2023, and was informed that the earliest I could get in was Wednesday, April 19, 2023. On Wednesday I was scheduled for an extraction on Tuesday, April 25, 2023. I was not provided medication for the pain but they suggested over the counter medications knowing I was ** extreme pain and have additional medical conditions (I am disabled). On Tuesday, April 25, 2023, I arrived for my appointment and was told that they could not see me due to computer difficulties and would not be performing the extraction. I was again sent away with no medications or any future appointments schedule, instead was told they would be contacting me to set up another appointment. As of today, they are not answering my calls or returning any phone calls. I am in extreme pain and am intending on seeking care elsewhere. I have already paid in advance for their services and would like a refund. The would not provide a receipt because they're printer did not have any ink. This office is extremely unprofessional.
Business Response
Date: 05/16/2023
Dear *** or Madam,

Thank you for the opportunity to respond to the complaint filed by *********************** on behalf of the ******, ** Aspen Dental branded practice, owned and operated by ********** DDS of ******, 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 ** the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
Initial Complaint
Date:03/09/2023
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 seen at Aspen Dental I do not know the exact date but I'm sure it is in their charts ,,I paid hundreds of dollars to have a permanent tooth put in ,weeks after it falls off ,they try and fix it supposedly ,then a few weeks later I have a infection in that same tooth that occured only after their fake fix ,then I'm told to fix the problem is over 700 dollars and so I'm upset but try to make a appt to fix the problem I walked into that place three or four times today also called three or four times I was told the first time she was in an interview the second time she was on lunch the third time nobody answered and the fourth time the business was closed closed, I am trying to set up an appointment to fix an infection in my mouth that hurts that they had caused and I promised that but yet they will not make an appointment for me and I have good money to pay it,,they should fix their problem free of charge
Business Response
Date: 03/13/2023
Dear *** or Madam:
Thank you for the opportunity to respond to the complaint filed by ********************* on behalf of the **************** (Clackamas) Aspen Dental branded practice, owned and operated by Madugula 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: 03/13/2023

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:03/02/2023
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.
my complaint is against Aspen Dental of ******** ******, For Deceptive Advertising.17-months ago I was drawn into Aspen Dental of ******** ****** with their "18-month interest free plan". I was 64 years old and no insurance at the time. I was looking to replace my 20+ year old dentures. The paperwork was completed by the office manager on site as I qualified for an amount that would cover the cost of the whole service. All the paperwork was handled by the office manager, I even set up paperless, and auto pay with my bank, as I do with all my payments for peace of mind, they are all paid on time every time. He took care of all of it. Never once did he tell me this was a credit card; I was under the impression it was a line of credit for a specific dental procedure only from a specific lender. He assured me all was done and set up. Never once did he tell me I would need to go on and change my monthly payment so that it would actually pay the full amount off in 18-months. I even asked him last thing "I'm all set up and good to go?"Fast forward. I know I was approaching the end of my "promotional plan" and expected to see a 1 payment balance remaining. To my shock I have a balance of $1991, about 3/4 of the original balance. I contacted ************** and through a bunch of menu garbage and information I did not ask for, realized this was a credit card account. I finally got to speak to a "general manager" and was informed it was my responsibility to re-configure and change my payment from minimum to an amount that would satisfy the charge in 18-months' time. Which I disagreed with based on it was a "promotional program" there should have been only one payment available, one that would pay the full amount in 18-months. I asked if they could extend the promotion for 18-months on the balance since I felt like I was deceived out of the actual 18-months free interest, she finally told me there was nothing that could be done until the present program expires, and for me to call back then. The second "general manager" did not even mention the expiration date as pertaining to modifying the plan and offered me a 1-month extension.March 17th, 2023, I will be charged *****% interest from day one of the "18-month promotional plan" I left Aspen Dental's office, trusting my provider would take care of me and that goes from the dentist to the lab tech, to the office manager. I now have to come up with just shy of $2000. by March 17th, 2023, or be hit with $1000 in interest this is deceptive advertising.
Business Response
Date: 03/05/2023
Response attached.
Customer Answer
Date: 03/10/2023

Complaint: 19525858

I am rejecting this response because: in their response to me they said they wanted to contact me directly, it's been 5 days and it's Friday, and as far as I know they have not contacted me.

Sincerely,

***********************
Business Response
Date: 03/24/2023
A letter was mailed to the patient on 3/6/23.
Customer Answer
Date: 03/24/2023

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:10/18/2022
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.
My sons both went there due to issues. My oldest at the time was only 18 and went by himself. We have insurance so we were good. He ended up paying over $400 plus dollars out of pocket. Half of that was for and electric toothbrush $140 and a rinse $40 that was given to him but didnt tell him he had to pay for it or what the amount was or the option to decline. Now my youngest went today and the same exact thing happened to them him. He paid out well over $400 and they were also aggressive about him getting the $1600 worth of work done. Tried to get him to get care credit. His teeth and gums in pretty good shape but had a couple cavities and needs a root canal due to a to a tooth being cracked. Something needs to be done about this because these people are shady and aggressive and have bad business practices.
Business Response
Date: 10/26/2022
Please provide the name of the patient so this can be reviewed further.
Initial Complaint
Date:09/27/2022
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.
The Dentist at Aspen Beaverton did only a two second exam on a sharp bone coming out of my gums! It was so short in fact that in suspected that he purposefully didnt look at the tooth because I had came from Keizer Aspen when ****** didnt respond to Their emergency pager system for five days straight! Anyways I thought that the bone fragment needed removed because it was causing and infection but the Dentist said it was just sharp bone and that the gum would heal over it! I knew the Beaverton dentist did a c*** job and most likely on purpose! Long story short i went home grabbed a pair of pliers and pulled out the bone fragment! Sent Aspen a picture and told them my suspicions but never heard back from them! I also believe the Beaverton location sells unneeded periodontal as there hygienist couldnt answer my questions truthfully and fully when i explained that I had already had the procedure done and maintained! They seem real intent on selling full procedure even when peoples gums are healings they cant seem to tell the difference and wont admit it if there life depend on it! Pretty shady!
Business Response
Date: 10/02/2022
This complaint was already received under file number 18116450.
Initial Complaint
Date:09/22/2022
Type:Sales and Advertising 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 got a tooth removed from Aspen Keizer location! I had a long list of complaints from extra X-rays with no protective gown and over aggressive sales tactics to the prescriptions not getting filled! But the thing that set me off was when the tooth extraction got infected and I used the emergency pager system and left message with the office and got no response for over 5 days! I had already had another dentist look at the area and prescribe me the antibiotics before I got a return call from Aspen and at that point the dentist wanted to get me back in his office but there was no possibility of a therapeutic relationship! The people at this office seem nice but just arent trustworthy the greed just oozes off the hygienist who is clearly selling unneeded periodontal deep cleaning! I had a similar experience with the hygienist at the Beaverton location both hygienist use confusing jargon and refuse to answer the question if they can tell the different between needing maintenance or needing a full 2300$ Procedure! They both wanted to sell me the full procedure but I have been going to a dentist regular and have had the full procedure done and that is really only one quarter of the mouth area but these sales people would suggest that the whole month needs the procedure! Of course they were willing to do a much cheaper procedure if they got records from previous dentist that I had already had the procedure done! But when confronted with questions about showing the procedures need or even being able to tell they literally get up and leave without answering the question they just send you to the sales manager who spins the truth same as the hygienist! Aspen Dental is way overdue for a class action lawsuit for selling unneeded services! If you just used the ****** reviews to find people sold unneeded work you could easily find ****** witnesses and that just the people who leave a ****** review certainly there are hundreds of thousands of victims of the fraud!
Business Response
Date: 09/25/2022
Response attached.
Initial Complaint
Date:09/15/2022
Type:Billing 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.
Aspen Dental keeps sending me a bill for services that I did not agree to. I have reached out to Aspen dental half a dozen times and each time they have told me that they would take care of it. They never have. This morning I received a letter from a credit collection agency trying to collect this fictitious debt. I dont know what else to do so Im hoping that the Better Business Bureau can help resolve this dispute.Thank you
Business Response
Date: 09/22/2022
Response attached.
Customer Answer
Date: 09/22/2022

Complaint: 18031470

I am rejecting this response because:

It is a nonresponse. The business stated it would communicate directly with the consumer and that is it. The business needs to admit the debt did not exist and that it was error to post a negative report to the credit reporting agencies -- IN WRITING.

Sincerely,

***********************
Business Response
Date: 10/02/2022
A response letter has been mailed to the patient.
Customer Answer
Date: 10/05/2022

Complaint: 18031470

I am rejecting this response because: The communication received from the business did not include an acknowledgment of the errors that they made when they placed a non-debt for collection. I did not owe this business any money. I contacted this business at least a half a dozen times trying to get them to correct their accounts. Every time I was told that it was going to be done and every time it was not. Eventually, they placed this fictitiousdebt for collection. Only upon filing a claim with the Better Business Bureau did this business correct their error. However, despite direct phone calls to the individual who sent this letter, they refuse to acknowledge that the debt was an error and correct my credit report. I will not withdraw this complaint until they do so.

Sincerely,

***********************
Business Response
Date: 10/20/2022
A final response letter was sent to the patient.
Customer Answer
Date: 10/20/2022

Complaint: 18031470

I am rejecting this response because: the matter is not resolved. The business' response is that the business sent me a letter. Sending a letter does not resolve the issue.

Sincerely,

***********************
Initial Complaint
Date:08/29/2022
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.
Date of transaction: 06/06/2022 The amount of money you paid the business: I paid $70 at that time but received 2 more bills and told me I need to pay $212.25 more.What the business committed to provide you: On 06/06/2022, I came to Aspen Dental(2235 ******************************************************************) and want to just clean and wash my teeth. Then they check my teeth and told me I need to do twice cleaning and need to pay $70. I agree and paid $70 on 06/06/2022. Then on some day in June, I received my first bill and told me need to pay $95.25. I immediately reached out to them. They told me something was denied by the insurance company and said they will file a claim again. They also told me I don't need to pay until they receive the result from the insurance company. Then on 08/04/2022I received another bill which is for my second visit. In total I need to pay $212.25. I reached out to them again they said something related to **** was rejected by the insurance company. I'm not a native speaker and not expert in the professional words/phrase related to dental. The last time I clean my teeth is at least 1 year ago, I don't understand my requirement is just to clean the teeth but why they added so many other fees not related to my original requests. If they tell me at the beginning that my insurance company won't cover Xray stuff, I can find another client who just cleans/washes the teeth. The way they did(Promise first without figuring out the fact and charge later) is not acceptable. 1-2 years ago, I used the same insurance provided by my company to clean my teeth and there is no charge. i'm still working in the same company with the same insurance policy but this time I will be charged? And I don't think the frequency I cleaned my teeth is abnormal. I think the frequency is even lower than average.Whether or not the business has tried to reoslve it: I think the answer is no. Just repeat something the insurance company won't pay.Account number: ********
Business Response
Date: 08/31/2022
Response attached.
Customer Answer
Date: 08/31/2022

Complaint: 17791594

I am rejecting this response because:In Aspen Dental's reply, Aspen Dental didn't provide a solution to my appeal. My request is to eliminate the $212.25 bill in your system. As for the reason, I have already described in my first response. Hope in the next response from Aspen Dental, I can see the solution proposed by aspen dental.

Sincerely,

***************************
Business Response
Date: 09/09/2022
This case is still being reviewed. Please allow more time for a response.

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Aspen Dental is NOT a BBB Accredited Business.