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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:01/24/2025

    Type:Billing 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.
    I had extensive work done in 2023. Everything was billed through my insurance company. I had financed the balance which I'm currently still paying. Apparently there was an issue on their end with the billing. The office manager at the *********************** location has done something wrong. I have contacted them multiple times and have gotten no answers. As of November 27th of 2024 this has been turned over to a collection agency. I have spoke to someone at Aspen on October 14th 2024 on December 27th of 2024 and today January 23rd 2025. There are notes in my file saying this is a billing issue to take it out of collections however I'm still getting calls from a collections agency concerning this bill. This will soon hit my credit report which is a problem. I am told by Aspen Dental that this has been escalated however nothing has changed on my account.

    Business Response

    Date: 01/24/2025

    Response attached.

  • Initial Complaint

    Date:09/11/2024

    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 9/3/2024 I visited Aspen Dental (without dental insurance) and asked for a permanent partial denture replacement. I was x-rayed and discussed pricing and services with staff (9/3), paid for the services and new partial, then returned the next day so that my old partial dentures could be repaired (the piece that fits against the roof of my mouth was cracked and they repaired it). They also did 2 fillings at that time (9/4). My mouth was fitted for the new partial denture on 9/9 and I was told to come pick up the new set 9/11. When I picked up the new set, I had two significant issues with them prompting this complaint and a demand for a refund (on the service and new partial set, not for the fillings x-rays or comprehensive exam). Attached are images of the receipt and teeth for reference. My old partial set had a total of 7 teeth and the new set I paid $471.75 for, the amount that should be refunded, only has 5 teeth, they are spaced apart, very VERY poorly made, and it is completely unacceptable. I mentioned to the doctor that they did not fit right and were back too far in my mouth (causing a major underbite, which I did not have with the temporary set) and that they did not fit right. He basically said there was nothing they would do to correct these issues which is also unacceptable. Attached are images of the old set (which were ok, just a little loose), the new set (which do not fit properly and do not even have enough teeth!!!!) and the receipt. This complaint will not be considered resolved until I either have replacement teeth I am happy with by a better, more experienced, and more caring doctor or a full refund of $471.75, for the trash, useless teeth set provided to me today.

    Business Response

    Date: 09/18/2024

    Response attached!

  • Initial Complaint

    Date:07/20/2023

    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 Sunday November 20th my permanent bridge broke, in place of a few teeth on my left side. I tried using dental adhesive to get by while I looked for a new dentist. My dentist, *********************** recently retired. My employment involves speaking to co-workers and customers. I was able to schedule an appointment with Aspen Dental the following morning. I was extremely upset. I was told that my bridge could not be temporarily repaired or replaced and dentures would be the best. I was scheduled for extraction and temporary dentures for Wednesday but not before I was told I needed a deep clean and a toothbrush. The day before Thanksgiving ***********< and this was the ONLY time during my time with Aspen that the dentist saw me, pulled my teeth and sent me on my way. Approximately $6000. was charged. The temporarys never fit properly and I was going for religns weekly or biweekly asking each time if the Dr could see me,he didnt. I was advised after 4th relign that I would be ok till my permanents were ready. I explained I cant go that long as they are affecting entire life. Health, mental and physical issues. The front desk said huh everyone else is usually ok. Fast forward I got my permanents, worse than temporary and to not interact with ***** and *********** again I opted for the money back guarantee. ***** set up a visit for me to sign a paper confirming not satisfied with service/product. Refund=$400, wow, how in the world are they allowed to practice dentistry. ONE Dr interaction, mandatory deep clean and toothbrush < 2 pages of details that I suppose will eventually go to a lawyer. I am still waiting for $400 refund from my $6,000 denture. I would really appreciate a full refund from this business. They shouldn't advertise money back guarantee until patients are advised of the bottom line cost for a denture. Financial and health information discussed loudly in waiting room, I have heard many and many have heard mine. Private and sensitive information.

    Business Response

    Date: 08/01/2023

    July 27, 2023

    Dear Sir or Madam,

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

    Manager, Regulatory Relations
    Aspen Dental Management, Inc.

Aspen Dental is NOT a BBB Accredited Business.

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