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:08/17/2023

  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 visited Aspen Dental and as a result of the consultation developed a dental action plan in which I paid for upfront ($4,159.17). After a period of months of inability to schedule appointments as well as oral surgery I was forced to go elsewhere for my dental issues. I contacted them about a refund for the money paid and they have stated for months now that it is on process. I now can not get any return calls to get a status on the issue. My first appointment occurred on March 1, 2023.

  Business Response

  Date: 08/28/2023

  August 28, 2023

  Dear Sir or Madam,
  

  Thank you for the opportunity to respond to the complaint filed by ****** **** on behalf of the Pottstown, 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

• Initial Complaint

  Date:11/30/2022

  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.

  .The Team at the front desk were very pleasant and helpful. After several X-rays, I was told I need my wisdom teeth removed and dental clinic. I was further informed that I had to pay for everything upfront; which I find kinda odd. I made the payments and after my dental cleaning, I was given an **** * tooth brush which I was informed was included in my payment. I was being booked for another cleaning when I apropos the issue of my tooth that needed extraction. I was informed that the Dental Surgeon only comes one a month. Being in the military and working full time in the civilian world, I have great time constraints hence, I told them my availability. A future date was scheduled for examination by the doctor. However, I was called that the date and time has changed several times either because someone from the front desk put in a time that does work with my schedule or the office was closed. The day that was scheduled for the dental exam was the same day I had a military appointment and I called to cancel the appointment. Upon returning home from my military appointment, I went to the clinic to rebook my appointment. I was informed by the front desk that Dr W********* instructed them to refer me somewhere else and that he was angry I didn't show up for the appointment. I'm a little baffled, since I already paid for the service. Furthermore, the clinic has been the one not honoring its commitment to providing service per the patient and clinic agreed time and date. I really don’t understand how a clinic like Aspen make you pay upfront for a service then, refuse you service, then act like they are doing you a favor. Rather, send you to another dental clinic that you currently do not have any business with. I don't know if this is the standard practice for Aspen dental or just the clinic in Pottstown. I feel violated and discriminated against. I would love this issue addressed and an explanation from Aspen dental.

  Business Response

  Date: 12/04/2022

  Please provide the patient's last name for further review.