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:06/19/2024

  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.

  I saw Aspen Dental ********** during the summer of 2023. It wasn't the most pleasant experience but that isn't what I'm complaining about. 1) Communication Methods Aspen Dental Warrington will not answer their phones unless you are scheduling an appointment. In fact, the line to speak with someone in the office is not in service at the time I am filing this complaint. I have had to drive over to their location in order to speak with someone. 2) For the past 6 months, I have been addressing with them a balance they never told me about back when I had seen them. They gave me some vague excuse of technical issues dated October of 2023 and that they will reach out to the insurance agency to address collection of the amount expected to be paid by the insurance. I had to reach out about three times, each time they told me the same thing, also advising me to disregard any paper notices received of a balance. I received a text from a debt collector 6/17/2024. So I drove over again (6/18/2024). The receptionist claimed that it was sent to collections before I had reached out the previous time (I don't believe that was true. If it is, no one informed me). The receptionist did state that she saw the insurance had made the full payment and created a ticket to pull from collections. The odd thing was that she told me I still needed to call in. I've been calling and calling today (6/19/2024) but every time I input the correct zip code, the line is not in service. So I input an invalid zip to get someone on the line. They told me the collections balance was fully valid and hung up on me when I asked for a manager.

  Business Response

  Date: 07/10/2024

  Response attached.

  Customer Answer

  Date: 07/22/2024

  I reached out to my insurance to see why they keep rejecting instead of taking Aspen Dental's response. The quota was used up for last year and it couldn't be put on this year's quota. I paid Aspen Dental directly. They just reached out to me and refunded the charge, wiping the balance. The credit marks are removed. This issue is resolved.

• Initial Complaint

  Date:05/15/2024

  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 switched my family to Aspen dental for 2023. All four of us went there once or twice. In March of 2024 I got a billing statement for myself for $87 and my son for $107. I have Aetna dental insurance. I called Aspen and told them to call *****. I called *****. They were very familiar with Aspen's practices. On March 8 Aetna called Aspen dental while I waited on hold. They said Aspen never billed them for my son's service and that they had already paid for mine, something like Aspen's amount is within what's capitated. ***** and I believe they resolved the issue. My son and I got another Final Notice in April. Same scenario -- I called them, called Aetna, Aetna called them, etc. Again we believed this was resolved. We did find out Aspen was billing for the wrong date and I gave them the correct date. This should be resolved. Aspen is incorrect. We owe them nothing. Every service we had was routine and part of what my dental insurance covers. Aspen has now sent my son's bill to a collections agency!!!! He is 20 years old and his credit is vital to his future. They are in error. This is frustrating to me. I am stuck in the middle. Aspen DOES NOT listen and relay information within their giant company. They are demanding money they should have gotten from my health insurance company -- Aetna talked to them twice! -- and using ruining a young man's credit as a tool to extort money from us. I have spent hours on the phone trying to fix this problem. They refuse to collect from the rightful person. I need help and intervention. Please. I need a billing adjustment and also a change to my son's credit report if they actually reported him as delinquent. His name is ***************************.

  Business Response

  Date: 07/10/2024

  I am so sorry for the delay, we are just now receiving this complaint. Response attached.

• Initial Complaint

  Date:02/28/2024

  Type:Sales and Advertising 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.

  I needed a new upper denture and searched local providers near me. I came upon AspenDental and went to their website. I decided on their best denture which was advertised as "average cost $1578 per arch". Further down the page was an offer for $500 off their Comfilites (their best) denture. I read the restrictions and they did not appear to affect me. I called their office and tried to confirm the price and see if they honored the $500 off promotion. They refused to quote anything on the phone and I was more or less forced to make an appointment, to find out my price.I went to their office on Feb. 23, was x-rayed and examined (for free), then sent to their office manager for the cost of my denture. The price quoted (even with my Delta Dental coverage, was well over what their ad stated. I asked if they were applying the $500 discount offered online and she knew nothing about it, nor could find it online. I asked for her business card with an email address , and told her I'd send her a copy of the online offer. I did exactly that and have not heard back from her. Today, I emailed her a request for a copy of the costs for my new denture. As of yet, I have not heard back.Today, I called Aspen Dental of ********** and again could not get a concrete price over the phone except that they stated a Comfilite Arch would run $2099, much higher than the $1578 stated in their ad. I have scheduled an appointment with them to see if they will honor the $500 discount offered online. They would not discuss any other pricing over the phone.I find that their online website is misleading and probably nothing more than a bait and switch. In any case, the prices listed online are deceptive.

  Customer Answer

  Date: 03/01/2024

  I checked Aspen Dental's site yesterday and found that their advertised special of $500 off comfilites dentures, has been removed.  I subsequently cancelled my appt. with Aspen Dental of **********.