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:05/23/2023

  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, *************************************, am helping my mother fill out this form. She went to the dentist and had impressions done twice--paper in pic provides detail--, on this last visit, March 29, 2023, she went to her appointment. Once she was in the chair, they asked why she was there. She said she didn't know, but she was there because they scheduled an appointment. They then notified her that they could not find her impressions, so they would need to create new ones. NOTE: My mother is agoraphobic, so leaving the house is extremely hard. This only added to her stress, knowing she would need to come back again. She became frustrated with their incompetence, so she asked for her money back. She is now being told, as was I when I called on 5/22/2023, that the computers are down (since April) and there is no way for them to refund her money. Yet, they are still able to accept money, but they are not able to refund her money. She and I were told we would be notified when they fixed the system. We are going into June, and this is money that my mother could use as she lives on Social Security. When I called, I asked to speak with the Manager (****) and was told she quit (5/22/2023). Also, I asked if there was anything they thought the main corporate headquarters would do, and *****, said no, they would route me back to her.

  Business Response

  Date: 06/14/2023

  June 14, 2023  
  
  Dear Sir or Madam,  
  

  Thank you for the opportunity to respond to the complaint filed by ********* ***** on behalf of the  Hazleton, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA,  PLLC. 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,  
  
  Manager, Regulatory Relations  
  Aspen Dental Management, Inc.  

• Initial Complaint

  Date:09/23/2022

  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.

  TTL charge for 4 molar extractions was $4,137.00 per Aspen itemized document of which was fully paid as follows: My ***** insurance $2831.00 and me via credit card $1306.00, leaving a zero balance. an appointment was made on 03/21 to replace my "partials" with permanent ones. I was then presented with an additional billing of $1,216.80 with no supporting detail and was told I had to pay 50% to proceed with my appointment. I paid the amount with my credit card and proceeded. To my astonishment, all that was done was another impression was made and another appointment was scheduled. I requested a detailed listing to support the additional $1,216.80 charge and was refused. Being a senior ++++ person I believe that I am being targeted and somthing other than honesty is taking place. I still do not have my permanent partials and dread my next appointment.

  Business Response

  Date: 09/25/2022

  September 25, 2022  
  

  Dear Sir or Madam,  
  

  Thank you for the opportunity to respond to the complaint filed by ****** ********* on behalf of the  Hazleton, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA  PLLC. 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, 
  Julie G*****  
  Manager, Regulatory Relations