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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

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Aspen Dental has 15 locations, listed below.

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    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Having issues with my teeth I did some research to find a dentist that was nearby that I thought I could trust to do the dental implant surgery that I am needing really bad. I saved up for over a year for the surgery. Went to my appointments and everything seemed good. The dentist himself was great, very perfessional and I never had any issues with him. However, the office staff is a nightmare to say the least. The issues started when I had called to see how much my insurance was going to cover of my surgery (after doing my research & finding & purchasing dental insurance through a provider that was in network) the lady in the office then told me they did not accept my insurance & that she had been there for years and knew for a fact that they did not accept my insurance. She was very rude & snobby. I then contacted my insurance company and literally had to ask them to contact aspen and tell them that they do accept my insurance! Then I had my surgery scheduled and a member of the office staff contacted me and left me a voicemail and in the voicemail I was told that my balance due was going to be 1,000 more than I was originally quoted!! That's a huge difference so I tried contacting them several times (atleast 24 times) in the days before my surgery was scheduled for to find out why I was being told it was going to be 1,000 more than I was quoted. I never once received a phone call back until after my scheduled surgery date!!! Then found out she had just mistakenly given me a quote 1,000 over the actual price. I then made an appointment for the surgery and was to make a down payment & wasn't able to make it into the office so I spoke with a member of the office team and was told that I would be put on the schedule for September and I would just need to make a down-payment. I went in and made a huge down-payment then once I finally got ahold of the office staff was told that I was not scheduled for September but could be put on the waiting list for October!!!

      Business Response

      Date: 08/29/2022

      Dear Sir or Madam:

      Thank you for the opportunity to respond to the complaint filed by
      ******* ******* on behalf of the Meadville, 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:08/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 5/19/22, I went to Aspen Dental in Indiana PA. I was going for my first check-up with them, to which they have signs up front stating that their first check-ups are to be free. A few weeks later, I received a $200+ bill.

      Beyond the appointment supposed to having been covered by them, my insurance also covers a free first check-up. Insurance was given to Aspen Dental the date of the appointment, but it was not used until months later. And at that point, it only brought my bill down to $59.40.

      My father called them to sort out the bill, and they told him that the free first check-up is only available if you are 1) 21 and over, and 2) do not have insurance. None of this information was given clearly at the appointment, and could not be found online.

      Business Response

      Date: 08/24/2022

      August 24, 2022
      Office of the Better Business Bureau
      RE: ***** ******* ***** ****** ******* ******* ********
       BBB Case No.* ********
      **** *** ** ******
      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.
      Sincerely,
      Julie G*****
      Manager, Regulatory Relations 

    Aspen Dental is NOT a BBB Accredited Business.

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