Business Profile
Dentist
Aspen DentalThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Dentist.
Complaints
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/30/2025
Type:Service or Repair IssuesStatus: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.
Claims on both 9/5/2023 and 9/7/2023. Was charged two separate bills 1-2 years later, as Aspen was untruthful at time of service and advised my insurance was in network. I wouldve never agreed to use an out-of-network provider. I was charged for a partial payment before service and then the remainder on the date of service. At my second appointment of service, they even scheduled a cleaning a few months later through my insurance. Upon first calling after receiving a new bill a year later, Aspen told me it was a mistake in how the claim was submitted to the insurance on their end, and I could disregard the bill. I called back one month later and was told it was still under review, and to call back in another 1-2 months. This brings me to December of 2024. After receiving several bills from Dec-April of 2025, I called back and was told I needed to call my insurance. I called CareFirst and they advised that each insurance claim had been reversed on Aspens end from in-network to out-of-network. Aspen has failed to return my calls, has given me false information from the start, and I am just asking for this entire bill of $536.00 to be waived.Business Response
Date: 05/02/2025
Please see attached response. Thank you.Initial Complaint
Date:03/02/2025
Type:Service or Repair IssuesStatus: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 went to aspen dental they got me approved for my dental work through dental first. When i went to make my appointment 3 weeks ago they said they no longer except dental first and dental first only worked with aspen dental! Dental first is also no longer doing financing and closing that department i was told by someone in that banking department! Aspen dental refuse to take my calls or help me resolve the issue! Ive paid on this loan over a year, still have about a 3800 loan that i can do nothing with and dental first tells me i have no choice but to pay it. I have not used any of the amount financed due to getting sick up until i tried making my appointment! Ive **** high interest as well on this loan so im out a large amount of money! It says comenity on my bill statementBusiness Response
Date: 03/05/2025
Response attached.Initial Complaint
Date:02/24/2025
Type:Service or Repair IssuesStatus: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 January 2nd I went to this dentist for emergency care because my filling fell out of a tooth over the holidays. They took x rays and a dentist came in and told me I would need 1 root canal and 3 crowns. I spoke to the male business manager and he went over my treatment plan. He told me that the provider was in network and with my insurance the total cost would be $1100 out of pocket. I signed up for a CareCredit Card and paid in full that night. I also signed the care plan contract that said I agreed to pay $1100. On January 27th, I went in for my final crown. I received a print out of services paid for and saw that there was an outstanding balance. The female business manager said she would look in to it, wrote my name down, and said she would call me on the 28th. A few weeks go by and I get two letters, one on 2 different days, that were EoBs from my insurance. The first *** said that my provider was out of network and I would be responsible for $3,901. The second *** said the same thing but that I owed $1,079. After I had my final crown on 1/27, I was having pain in one of my teeth. I left several messages for the office but none of the messages were returned. Eventually after 2 weeks of calling, the pain got better so I gave up.On 2/19, I called the office and was transfered to their corporate billing ***** they told me that the care plan I signed was for $1800 which is not what they told me in the office on 1/2. They told me I would owe $1100. The person I spoke to said they would leave a message for the local office as they couldn't be reached.1/20, I try calling again, but I am connected to the corp. billing. They try reaching the office, no answer. They put in a ticket that gives the office 48 hours to call me back.1/21, no answer 1/22, 48 hours that they had to call me, and no one called me back.Business Response
Date: 02/28/2025
Response attached.Customer Answer
Date: 03/07/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22982229
I am rejecting this response because:
I still have not heard back from Aspen Dental to discuss my concerns.
Regards,
******* ****Initial Complaint
Date:11/11/2024
Type:Service or Repair IssuesStatus: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 3/22/2024, I was scheduled to have four of my wisdom teeth removed. On the day the procedure was to happen, the surgeon suggested only having one tooth removed vs four due to my age and there being a vein or nerve at the bottom he was concerned about. He provided local anesthesia and only removed the top left wisdom tooth as that was the one causing the most issues.I had gone into the office prior to my procedure to submit payment. I was charged $681 on 3/20/2024 and $100 on 5/20/2024. Not only had I prepaid for the procedure, I was charged that additional $100 without my authorization. I have since been receiving invoices for two different procedures and am being billed $1013.00. 3/22/2024 Ext Rem Imp Partial Bony $595.00 & 3/22/024 Ext Rem Imp Complete Bony $********* issues are I'm being charged for something I already prepaid for and I don't think I should have even been charged that due to only having one tooth removed and not being put under as originally planed. I have tried to contact the corporate office and the local office. Both have promised calls back and I have not heard back from either. I called again today and was transferred to the local office and had to leave a voicemail.Business Response
Date: 11/24/2024
Response attached.Customer Answer
Date: 11/25/2024
[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 is satisfactory to me.
Regards,
******** ****Initial Complaint
Date:10/18/2024
Type:Billing IssuesStatus: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 agreed to a 450 dollar payment and was charged 750 instead.Business Response
Date: 10/21/2024
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: 10/21/2024
The name on the account is ***** ******** and the number is ************Customer Answer
Date: 10/22/2024
***** is my fiance, I covered the down payment for her. The money was taken from my account not hers.Customer Answer
Date: 11/22/2024
I have Ariels permission to access her files, but it shouldn't matter the complaint has to do with them charging my account not anything to do with her medical records.Business Response
Date: 12/23/2024
We are still unable to find the patient in our system. Due to HIPAA violations we are only allowed to speak with the patient. Please have the patient provide the account number.Initial Complaint
Date:08/09/2024
Type:Billing IssuesStatus: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 11/7/22 ****, my husband, had wisdom teeth removal completed at Aspen Dental. We were given an estimated Out of pocket expense and made two large payments prior to anything being submitted to insurance. The claims for one of the teeth were denied by Delta Dental because Aspen Dental failed to submit the claim to our medical insurance to get proof that it was not covered under our medical plan. I was told by Aspen Dental that they do not submit claims to Medical even though they are required with their in-network status with Delta Dental. ***** had notified them 3 times what they had needed to do to get the claim approved and they did not respond to them. We were not aware of any balance on our account because they had not sent us any statements saying we owed money. In June of 2024 (almost 2 years later) they sent us to collections over this balance. An appeal was filed with Delta Dental and they failed to reply to the appeal. We will now be filing with ************************* Dep of Labor and Ind, and **** Aspen Dental Lancaster was extremely rude and denied any wrong doing, while in fact, had they done what they were supposed to do to get our claim approved, we then had actually OVERPAID them by about $200 out of pocket. I had spoken with a manager named ****** who was not interested in helping me, was degrading- asking me if I know anything about billing (I am an accountant). He told me, If Delta told you to file an appeal, then you should do that.I do believe this is not just happening to us and is happening to others by this organization. I consider this fraud. We are prideful people and pay our bills and have exceptional credit and I can tell you that if this was a valid charge, we would have paid for the service. So we dispute this remaining balance and will be filing additional appeals with the BBB and PA **** of Labor and Industry since Aspen Dental did not respond to the original appeal from our insurance company in which they had 30 days to respond to.Business Response
Date: 08/13/2024
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: 08/13/2024
***********************
9/19/1991
************same address
Business Response
Date: 08/14/2024
Response attached.Initial Complaint
Date:07/01/2024
Type:Service or Repair IssuesStatus: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.
Hello, I have been going back and forth with aspen dental in *********, **. In the month of May/june, I was seen in office three times. All three times that I was there they gave me a different diagnosis of what needs to be done to my teeth. That includes wrong diagnosis of root canals that need done, Diagnosis of what wisdom teeth need to come out. I was approved for dental credit, but did not have any work Done there as they told me three different things and I do not feel comfortable with them working on my teeth. I called the office and explained my concern requested a release of my records. I got an x-ray and a CAT scan and I have been waiting for an entire month and a half to get my own medical records. They also told me four times that they would wave first dental credit payment as I had no work done and chose to go to a different practice. After calling them seven times, they told me 4 times out of the seven They were going to send all the information into the dental first credit financing and waive the $200 that I am now being charged. I have received multiple phone calls, and my credit score has dropped 50 points because Aspen dental keeps telling me they waived my fee for my credit card because I did not even use it and was being charged. When I tried to contact aspen dental again, they kept sending me to voicemail. I am sick and tired of them telling me that they are doing one thing but its not showing as my credit is getting destroyed because they have yet to waive the fee. They promised me to. I want my money back. I want my credit card waived for misinformation at my dentist appointments provided by the provider, and I want all my medical records. I am sick and tired of playing phone tag with these people just to be rude and not even fix the issue as they say.Business Response
Date: 07/05/2024
Response attached.Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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 in *********, ** is billing me almost $800.00 for work I didn't have done. I was given estimates for this work but chose to go with just fillings. I had root canals on two front teeth on bottom in ******* and pins were put in with temp fillings so at Aspen I chose to just have them filled again and no crowns as I need a partial on bottom so down the road if they needed I would have pulled and added to partial. Work was done at Aspen in Sept of 2023 in March of 2024 I get this bill for almost $800. And the dentist that supposedly did work is no longer there how convenient. **** needs to be removed from my accountBusiness Response
Date: 05/01/2024
Response attached.Initial Complaint
Date:11/04/2023
Type:Service or Repair IssuesStatus: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 began dental work in September 2022. I have scheduled all appointments as was required to finish work in a timely manner. Aspen Dental has repeatedly cancelled several appointments the day before my scheduled appointment and to reschedule Ive had to wait several weeks to get another appointment. I had an appointment scheduled 11/6/23 which was cancelled on 11/3/23. The policy is they will get you in as soon as needed and also if not satisfied a money back guarantee. I have spoken to the manager several times about my dissatisfaction with my care with no resolution.Business Response
Date: 11/06/2023
November 6, 2023
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by ******** **** regarding their experience at the Aspen Dental branded practice located in Lancaster, PA which is independently owned and operated by Aspen Dental Associates of NEPA, PLLC.
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
Aspen Dental Management, Inc.
On behalf of Aspen Dental Associates of NEPA, PLLCInitial Complaint
Date:08/18/2023
Type:Billing IssuesStatus: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 June 27, 2023 I had an appointment for a first-time visit, x rays were taken. The hygienist came in to talk to me about procedures and that the Dentist would be in to talk to me after looking over x-rays and looking at my teeth and gums. The Dentist spent about 10 minutes with me afterwards I was taken to the financial office to go over insurance and costs. At that time I made a credit card down payment for upcoming dental work, and with that I went home. the following day June 28th, I called the office and changed my mind and requested my payment on credit card be reimbursed. Since then, I called my insurance company and the told me they paid their portion that was due and gave me a reference number. At first, Aspen dental said 10-15 days for reimbursement, I had made several calls to them and pointed out that I am being charged interest on that payment. I have called their corporate office with the same results, that they are waiting on my insurance to pay. I'm so confused, why are they not refunding my money? This so unprofessional. Their lack of financial handling of a patient's payments is unforgiving. These business practices should be over hauled. No one there is aware of what they are doing. They asked me the same questions over and over again. All I want is for them to put my money back on my credit card nothing else. Why is this taking so long? Its been Almost 2months....how long am I supposed to wait?Business Response
Date: 08/29/2023
August 29, 2023
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ***** ******* on behalf of the Lancaster, 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,
Regulatory Relations Specialist
Aspen Dental Management, Inc.Customer Answer
Date: 08/29/2023
[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 is satisfactory to me.
Regards,
*************************Customer Answer
Date: 08/30/2023
I am writing to let you know Aspen Dental has resolved this matter and made a refund to my credit card.
Aspen Dental is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.