Complaints

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

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• 

  Aspen Dental

  3459 William Penn Hwy Pittsburgh, PA 15235-5431

• 

  Aspen Dental

  366 Washington Rd Washington, PA 15301-2702

• 

  Aspen Dental

  907 E Dubois Ave Ste 4 Du Bois, PA 15801-3800

• 

  Aspen Dental

  20000 Route 19 Unit 200 Cranberry Twp, PA 16066-6215

• 

  Aspen Dental

  6088 Route 30 Greensburg, PA 15601-1279

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:06/20/2023

  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.

  I went to Aspen in April 2022 and paid the balance for a chipped tooth. They told me they could not fix the tooth but they tried. In April of 2023 I received a random bill for $140 with no explanation. I called the office and they said they will resubmit to my insurance. I got another bill about one month later. I called corporate office and they said they would call me back and never did.

  Business Response

  Date: 07/09/2023

  July 9, 2023
  Office of the Better Business Bureau
  RE: J*** ********* Aspen Dental Account Number: ********
   *** **** **** ********
  Dear Sir or Madam,
  

  Thank you for the opportunity to respond to the complaint filed by J*** ********* on behalf of the
  Monroeville, PA Aspen Dental branded practice, owned and operated by Aspen Dental of SW
  Pennsylvania, 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:06/13/2023

  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.

  4/19 - a bill came to my home for $5 co-pay with a 5/2 due date
  5/2 - went online to pay bill and there is a $149.60 balance with no explanation or bill as to why
  5/2 - called local Aspen Dental Office and was told the phone/billing system was down and to call back
  5/5 - 5/24 - contacted Aspen Dental repeatedly only to have the same response; Insurance company contacted Aspen Dental multiple times on my behalf getting the same response
  5/26 - Insurance company called one last time and was told the same thing and they contacted me and told me to file a complaint
  5/26 - Called Aspen Dental Corporate Line and was told there had been a cyber attack across all their locations and they had no access to there systems. Asked why there wasn’t any information sent to customers and was told they were handling the situation as best they could. I inquired on balances on the account and was told to ignore any due dates as they aren’t requiring any payments as they try and sort out what’s going on and it could take several weeks to get all accounts backlogged back up to speed.
  6/13 - balance still on account without explanation, no follow up statements, no update on wether system has been updated yet; called local Aspen Dental office and recording states phone services and billing services are down

  Business Response

  Date: 07/03/2023

  Office of the Better Business Bureau
  RE: ****** **** Aspen Dental Account Number: *********
   *** **** **** ********
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ****** **** on behalf of the State
  College, PA Aspen Dental branded practice, owned and operated by Aspen Dental of SW Pennsylvania,
  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

  Customer Answer

  Date: 07/05/2023

  [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,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/13/2023

  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 May 4, 2023 Aspen took a $480 visa credit card deposit as part payment for services to be performed on May 15, 2023. When I arrived for the May 15 appointment, they said they had to change my appointment to a different date. They said they phoned me several times, but my voice mail was full. I asked them what number they called. They were calling the wrong number. Rather them proceeding I asked to a return of my $480. They told me that their system was down. They took my email address and said they would email me when I would get my return. That never happened. I returned to Aspen in June, again asking for my return. They told me that they were still waiting on cooperate. It's now been over 5 weeks and I've not received a return of my $480. They have not performed any services and have not returned my deposit.

  Business Response

  Date: 06/29/2023

  Dear Sir or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by
  ****** ****** on behalf of the Indiana, PA Aspen Dental branded practice, owned
  and operated by Aspen Dental of SW Pennsylvania, 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.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I want a refund of my $480
  
  
  
  Regards,
  
  
  
  ****** ******* ******

• Initial Complaint

  Date:05/16/2023

  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.

  I had dental work done a couple years ago. I had dentures installed and was told that I can have them adjusted any time I need it. A couple months or so age I went to get them adjusted and they said they don’t have the right tool to do it but they will order it and call in a couple days ( I don’t understand why they wouldn’t have the tool if they made the dentures and already adjusted them once. They never called me back so I went in to the office and they looked at the dentures and said the exact same thing but still have not called me back. I stopped in at the office again today and they said the same thing but also said that their system has been hacked for a month and they can’t do anything about it. At the same time, my wife needed a lot of dental work so they did an exam and told her the work would cost her around five thousand dollars we opened up at credit account and paid them but they will not answer their phones to get the work done. I find it hard to believe that a multi million dollar business with offices all across the country hasn’t had phones or computers for over a month! When I stopped today they said there is nothing they can do about it. Just wait until this is all over and we will call.

  Business Response

  Date: 06/04/2023

  June 4, 2023
  Office of the Better Business Bureau
  RE: ***** ****** ***** ****** ******* ******* ********
   BBB Case No.: ********
  Dear Sir or Madam,

  
  Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the *******
  PA Aspen Dental branded practice, owned and operated by Aspen Dental of SW Pennsylvania, 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:04/27/2023

  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 3/29/23 I visited Aspen Dental located at 1715 N Atherton Street State College, PA 16803. At this visit I received a check up and x-rays. I was told before leaving that day that my visit was covered by my insurance and that there was nothing outstanding for me to pay. On 4/26/23 I received a bill in the mail from Aspen Dental for $139. On 4/27/23 I went into the office to ask why I had received the bill. Two separate employees behind the counter told me that their computer system was down so they could not fix the issue that day. They also each took a look at the bill and said that I should not have been charged the $139 for the x-rays because for first visits they are waived. I assured them both that my appointment on 3/29 was my first time there and they took down my information and said that they would write off and clear the charge from my account. With the bill due date being 5/2/23 I asked if I could receive notice or have something in writing in case their computer issue wasn't resolved by then. They assured me that since this is the first bill I received in the mail that there would be more than one attempt mailed to me. They said if their system wasn't fixed by the 5/2/23 due date the bill wouldn't go to collections. With no way to be assured that this bill for $139 will be corrected I am filing this complaint so that Aspen Dental can be held accountable.

  Business Response

  Date: 05/17/2023

  Office of the Better Business Bureau
  RE: ****** ***** ***** ****** ******* ******* ********
   BBB Case No.: ********
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the State
  College, PA Aspen Dental branded practice, owned and operated by Aspen Dental of SW Pennsylvania,
  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:02/02/2023

  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 went for a cleaning on August 30th, 2022 to find that my normal dentist no longer worked there. Before my cleaning, I asked if I was going to have periodontal work done, as I had gotten gingivitis during pregnancy with my daughter the year prior. I asked specifically if I would be getting periodontal work done, including irrigation or scaling because my gums hurt after the last time. I was reassured that I was just having a standard cleaning, and they upsold me on a fluoride treatment which I agreed to because pregnancy had been really hard on my teeth. I was very surprised in October, when I received a bill for cleaning and charging me $17 per quadrant of my mouth for gingival irrigation, when I was told nothing needed done with my gums. I've tried to get in touch with Aspen Dental several times regarding this. Their billing line is automated and the voicemail for an actual person goes unanswered. I've spoken to several people in the office, including Debra and most recently Janice. Both of them told me I had no periodontal work done but then later back tracked to tell me I had periodontal work ups done that weren't covered by the insurance. Now I'm receiving collections calls for $110 when I should only be responsible for the fluoride treatment. This was my only cleaning and exam in 2022, and Aspen Dental continues to blame my insurance. I then disputed the claim with my insurance who says they are unable to proceed with the dispute because Aspen Dental refuses to respond to requests for my records. When I spoke to Janice at the Monaca office today (2/2/2023) she was very defensive and argumentative, when I simply read the letter I got from my insurance company. I told her I'm just wanting to pay what I was told I was getting and they're telling me one thing and billing me for another. It's an incredibly untrustworthy practice and the way that Janice treated me today as solidified the fact I will never go back.

  Business Response

  Date: 02/06/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by
  ****** ****** on behalf of the Monaca, PA Aspen Dental branded practice, owned and operated by ASPEN
  DENTAL OF SW PENNSYLVANIA 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.

   

• Initial Complaint

  Date:02/02/2023

  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.

  This was my first appointment with Aspen Dental. I wanted an intake and a routine cleaning, so that's what I booked. I asked if they took my insurance and gave them the insurance information. At the appointment, they were not prepared for my cleaning and almost shoved me out the door without it. I had to ask for my cleaning and wait "in case someone opened up" which is ridiculous when I booked the appointment for a cleaning. They tried to add an electric toothbrush to my bill without asking me if I wanted it. That should have been my first red flag. It was not until I received my explanation of benefits that I found out they are out of network for my insurance plan. I was also not told that the services I was receiving were not covered under my plan as part of the routine cleaning. I would have refused the services otherwise as they were not medically necessary, however I was lied to by the hygienist. As a result my standard, insurance-covered regular cleaning is costing me roughly $350. I thought there was a federal bill passed that disallowed billing surprises? I also checked with the BBB for this dentist location and they have pulled this scam with other United Concordia members. I paid roughly $240 on the day of service, which I was told was for a mouth guard that I set up an appointment to come back and be fitted for. I cancelled the mouth guard appointment after the astronomical unexpected bill they sent me, and I have yet to be reimbursed for the cost of the mouth guard on which no work has been done and I never had an appointment for. They claim that they cannot reimburse me until insurance pays out. I confirmed with my claims that the check was issued to them on 12/15/22, so this is another lie. As resolution I wish to be refunded for the mouth guard and this Aspen Dental location should cease and desist telling patients they accept United Concordia insurance. I have also filed this complaint with United Concordia

  Business Response

  Date: 02/06/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by
  ********* ***** on behalf of the Pleasant Hills, PA Aspen Dental branded practice, owned and operated by ASPEN
  DENTAL OF SW PENNSYLVANIA 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.

• Initial Complaint

  Date:01/03/2023

  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.

  I was a patient of aspen dental. I went to them to have teeth extracted and get upper and lower dentures. I paid for the transaction in full in advance. After the dentist saw me he recommended I only get a top denture and get a partial plate for the bottom. I was in agreement. Went in and had my upper teeth pulled and a temporary denture placed. I wore this temporary denture for a period of 1 year. Then in May of 2022 I was fitted for my permanent denture and my partial plate. When they came in and I went for a fitting neither fit. The partial wouldn't even go in my mouth. The dentist informed me that the lower plate would have to be redone at no expense to me. I kept calling Aspen for a refund of the money left on the account since I paid for all my bottom teeth to be extracted and a full set of dentures which I did not receive. Finally the receptionist at Aspen informed me that there was only $32.00 credit on the account. When I questioned why I was informed that the insurance would not pay for the second partial plate that had to be ordered and I had to pay for it out of pocket. First off the dentist stated there would be no cost to me and secondly I had no teeth extracted from the lower jaw. I should not have to pay for their mistake. I attempted to contact Aspen dental to resolve this issue and they are not willing to discuss it. Went to another dentist for a second opinion and was informed that the upper denture didn't even fit my mouth properly and I would need a new upper plate which my insurance will not cover and it will cost me $1000.00 out of pocket to correct Aspen's mistake. This is not fair and I am asking the Better Business Bureau to help resolve the problem before I take legal action,

  Business Response

  Date: 01/10/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by
  **** ****** on behalf of the Greensburg, PA Aspen Dental branded practice, owned and operated by ASPEN
  DENTAL OF SW PENNSYLVANIA 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.

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I have already attempted to resolve this matter with the Greensburg Aspen Dental office and got yelled at by the employee on the phone then hung up on.  I do not feel we can come to a satisfactory resolution without the assistance of an outside party.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:11/29/2022

  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 trying to call and make an appointment for my broken tooth and I was hung up on multiple times.

  Business Response

  Date: 12/04/2022

  Please confirm which location in Pittsburgh you were trying to reach.

• Initial Complaint

  Date:10/28/2022

  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 took my dentures into the office which have clips in them to get a replacement, the Dr told me he could make them, but wanted to use the metal clips in my own denture, I was hesitant, but he said it would be fine! My next visit I find their lab destroyed the metal clips in my denture I gave them and since they could not finish the denture! I asked if they were going to pay for the damaged denture and clips and they said no! They could but have dismissed me with what I have in the picture! They also collected almost 2,000.00 from my Insurance company knowing they never finished the denture for me, They will not give me an appt to finish the work or refund my Insurance money back to the company! I got an estimate from another dentist to replace what they damaged the denture with clips and wants almost 3,500.00, Aspen Dental can finish the work they just won't I trusted them and Dr!

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******