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:08/22/2022

  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 started going to Aspen Dental last year of 2021. They asked me to open a Credit card with them in order to pay the bills monthly. So I did. I also put my mother (******* *****) ’s bill under my name since she could not open a credit card. They explain to me that the max that I can spend is a lil over 6000 dollars for my mom and I. They even told mom that they couldn’t do the tooth implant because it was over the credit limit. Every time I go in either it’s for me or my mother. I always signed and showed my state ID to be billed through the credit card. I paid the credit card monthly and stop going to their facility to get any type of service once I realized how expensive they were. However they sent me the same bill of $580 three times now : Once around December and once around March. Both times, they claimed that it was a mistake and removed it from my account. Last month, debt collector contacted me about the same bill. When I called Aspen dental they said that they couldn’t put it to my credit card because it was billed more than 90 days. My thing is that they had just bill me for it. And if this was not enough, they also bill my mother after I got all they bills to come under my name. They did not bill the insurances. I have one insurance on file and my mother has two on file. The manager’s supervisor of that branch was supposed to contact me after they didn’t call me with a solution. She called more than a week, stated that she was driving and couldn’t pull my mother’s account. I told her that she could call me back or I can call her when is most convenient for her. She started yelling at me stating that I need to call that branch and talk to them. The same branch that I’ve been talking to for over a year and 1/2 and that offered me no solution. They have very poor financial management And are messing up my credit. I think I am being over-billed. I would not recommend aspen Dental at least not that branch to anyone.

  Business Response

  Date: 08/29/2022

  August 29, 2022  
  

  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, 
  Julie G*****  
  Manager, Regulatory Relations  

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service 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 began treatment at Aspen Dental in ****, ** (*****************, *****************************) with Dr. ************************* on January 7, **22 for aligner braces. I paid up front for my treatment after my initial appointment/consultation with Aspen dental on 10/13/**21 as a new patient, in which clear aligners were recommended to correct the gaps in my teeth. As the corrections needed were minor, ************** had me begin a ** week course of clear aligners in which I had to go back to the office for several appointments for necessary adjustments and updated aligners to complete this treatment. I was on clear aligner set #** (the last week in the proposed initial and likely final phase of treatment) and was scheduled to have an appointment on 05/27/**22 to review next steps in my treatment. That appointment was cancelled on the same day - I was notified by email and phone, and it was reported to me that ************** left the practice and that I could not been seen for follow-up until the new provider was credentialed - they were not aware of a timeline. I called back early July **22 and was informed that they were still waiting on the new provider, but that I could call another location, so I called the ********* ** location. They told me I could maybe be seen there but that they would contact the **** location and get back to me. I still have not heard back. I have been stuck wearing my now cracked aligners over two months past when I should have received follow-up care with no clear solutions provided to support my dental/orthodontic needs - especially as a consumer who paid for all of my treatment up front. I am now about to change jobs and my dental insurance will be changing and I am concerned that will only further disrupt care that should have been completed long ago. I do not wish to continue my treatment at aspen dental but need these permanent brackets removed from my teeth - I will not pay for that to be done somewhere else when I have already paid Aspen for the full care.

  Business Response

  Date: 08/18/2022

  Response attached.