Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/10/2023
Type:Order IssuesStatus: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.
Consult at aspen dental Kenneth road, york,pa wanted partial denture lower .was told by office Mgr that Aspen does not work with my insurance which is United Healthcare and would need to take out a loan for the procedure..so I did take out a loan for 1,492$..denture procedure was done and I'm paying this loan every month when to my surprise I get my August billing statement from ****** ********** documenting what was paid out and low and behold Aspen has billed my insurance as well in the amount of 1349.$ and they paid Aspen 1000$ ...so doubled billed me...Business Response
Date: 10/12/2023
October 12, 2023
Dear Sir/Madam,
We are writing to acknowledge receipt of the complaint filed by ***** ****** regarding their experience at the Aspen Dental branded practice located in York Delco, PA which is independently owned and operated by Aspen Dental Associates of NEPA, PLLC.
Upon receiving the complaint, the office that treated the patient will initiate an internal review of the issues raised. A team member from that office will then be reaching out directly to the patient within the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable solution.
We appreciate the Better Business Bureau's role in facilitating communication between consumers and businesses and take this matter seriously. Rest assured that we will make every effort to rectify the situation and provide a positive outcome for the patient.
If you have additional questions, please do not hesitate to contact me. Thank you for your attention to this matter.
Sincerely,
Regulatory Relations Specialist
Aspen Dental Management, Inc.
On behalf of Aspen Dental Associates of NEPA, PLLCCustomer Answer
Date: 10/12/2023
[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. Will wait the 5 days for response from Aspen dental as expressed in their letter to me before saying it's been resolved...need refund issued before I close this complaint.
Regards,
***********************Customer Answer
Date: 10/24/2023
Hello I'm following up on the response you sent me from aspen dental regarding my case #********. The message stated that Aspen would be reaching out to me to resolve the issue within 5 business days..that was October 12 2023 as of this date I have not heard from them..I attempted to reach the person whose name is on the letter but was told no one there by that name..please advise ! Getting very frustrating that no one can help me with this...Business Response
Date: 10/24/2023
This complaint is under review.Customer Answer
Date: 10/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
***** ******
Because I've been waiting for a response from Aspen Dental for too long now..this is ridiculous.this should have been reviewed and resolved...totally unprofessional. Why do you not care about your customersCustomer Answer
Date: 10/24/2023
I need answers and need to be made whole..pay me the overpayment you received from my ****** ****** **** in the amount of 1000$, a claim you submitted without my knowledge, when I was told you don't take my insurance and I've been paying 1490 loan pymts ever since Feb 15th 2023.
Business Response
Date: 10/24/2023
The York Delco PA office will be in touch with you shortly.Customer Answer
Date: 10/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
***** ******
I've been told this time and time again..what is their definition of Shortly? Who knows that could be forever..need specifics, let's be professional about this...Handle your business with your paying customer..getting to be outrageous! Why would you wait another day? Such a sad situation,can't handle your business!!!!Business Response
Date: 10/25/2023
Thanks for your patience.Customer Answer
Date: 10/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
The response says Thanks for your patience" what is that suppose to mean to me.have ran out of patience and your responses are giving no indication that you acknowledge my dispute by offering an explanation to me. Send me a itemized statement showing what makes you claim to have serviced me with dates and charges included. Will be filing dispute with ****** ****** **** as advised by District attorney office..
Regards,
***** ******Business Response
Date: 10/25/2023
Aspen Dental in York Delco, PA spoke with you today and provided you with your ledger. This matter is now resolved. Thank you!Customer Answer
Date: 10/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
***** ******
I spoke to someone named ****** and requested she email me itemized ledger showing what they claim to have serviced me with...as of yet I have not received any thing from them documenting treatment..called back to speak to ****** and was told she was gone for the day...left message for a return call...seems more of the same from these ppl avoiding taking care of this matterCustomer Answer
Date: 10/25/2023
I apologize I did receive the email just recently..I will review and contact my insurance carrierBusiness Response
Date: 10/26/2023
****** emailed your ledger to you yesterday.Customer Answer
Date: 10/26/2023
[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:08/03/2023
Type:Service or Repair IssuesStatus: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 in for a cleaning and to have a crown looked at. Initially, they had me come in for an appointment that I was told would be a cleaning and just did X-Rays. Saying they’d set me up for additional work. I said I needed a cleaning and this one tooth looked at. They did the cleaning, begrudgingly. I came back the next day to have a crown looked at. I told them I had an appointment at 11 am. I waited two hours and was finally done. A week later, the crown was put on incorrectly. I was in so much pain I had to return again 4 days later. I waited for another hour, asking the assistant if they could get me something to numb the pain. No one did. I sat there for an hour in agony. He - Dr. ******** - told me it was an overbite and my fault for not knowing that day. He chiseled away at it and got it down. He said “let it set and I’ll be back.” He never came back. He left for lunch. I asked for something to manage the pain more than the ibuprofen I was taking too much of. He called in a prescription 6 hours later to **** *** for ibuprofen. I slept 2 hours per night for 4 nights ahead of a move to Atlanta. I called many times (attached) on Thursday, August 3, but couldn’t get through. When I did, they hung up on me (they told me they have caller ID). I called back at 1:23 and finally got through. Asked the receptionist if I should still be in this much pain and please ask dr ******** for a prescription. She said they’d call me back. They closed at 5 and never called me back. I left an angry voicemail. I’m in the hole $1,500 to them and am 99% sure I have a mouth infection now. I’m traveling to Georgia for my new job and will have to get it fixed when I’m there. I don’t want anyone to experience the pain I’ve felt. I talked to 3 others after who said they had similar experiences. I want the money refunded (wiped off my record) and want them to be better. I’m gargling salt water and eating garlic nonstop for the infection. Taking ******. It’s helpless and excruciating.Business Response
Date: 08/16/2023
August 14, 2023
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the York, PA (Delco) 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.Customer Answer
Date: 08/17/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I am fine releasing my information, but this does not close the case. I haven't received any call or attempts to contact me. I have reached out again earlier this week in attempts to set up my account to make a payment so that my credit doesn't take a hit, and I haven't received any communication back.This is the most pain I have ever been in, and one of the most - if not the - frustrating and stressful situations I have dealt with. I want the payment taken off as the very least you can do. This treatment isn't OK, and it isn't isolated, either.
Regards,
***********************Customer Answer
Date: 08/28/2023
This has not yet been resolved. I'm still waiting to hear back from Aspen Dental.Customer Answer
Date: 09/14/2023
I would like to re-open this case and provide you with the required information. I still haven't heard back from the business after their initial contact, despite them saying they would reach back out to me when it was time. I don't want this to impact my credit, so I'm at a standstill.
Aspen Dental has hurt too many people to let this go, and I have spoken to others who have gone through a similar problem.
The last time that I heard from the business was on August 17, from a rep named ******. I'm happy to send that communication over to you. My mouth has still not healed and I'm in a standstill until this is handled and made right.Business Response
Date: 09/14/2023
This is all set.Initial Complaint
Date:12/09/2022
Type:Billing IssuesStatus: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 entered into an agreement with the Aspen Dental West York branch to do dental work. The total cost would be Around $4000 with my ********** insurance covering around $1500 they said my responsibility would be around $2500. Then they set me up with Dental First Financing with 18 months to pay no interest. I am retired and on a fixed income and could handle my responsibility. The things Aspen said my insurance would pay is not going to happen. So far they have billed my account to the *** credit line of $3000. Also, there is about $1000 of unfinished work that they refuse to do if I don't give them the full amount before finishing. I have excellent credit and they want to destroy it. I feel like I have been deceived and treated like trash. They deliberately lied to me. Deceived me into signing an agreement and now issuing ultimatums to pay.Business Response
Date: 12/12/2022
December 12, 2022
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by **** ****** on behalf of the West York, 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,
Julie G*****
Manager, Regulatory RelationsInitial Complaint
Date:08/26/2022
Type:Billing IssuesStatus: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.
Had an implant. I was charged for a bone graft which was not done. I have been trying since December 2021 to have this charge removed. As of 8/26/2022 this has not been resolved. After the crown was placed on the implant I had pain because the crown was loose. The dentist told me that the implant was loose and I had to go back to the surgeon. Surgeon checked the implant and it was tight. The crown needed to be tightened. Now I am being charged for this service. I have a **** ****** card that I used for payment. With this card I have 18 months with no interest charged. Aspen ran my card as a credit card and not as **** ******. Credit card company told me that Aspen needed to reverse the charge and run it through again. They would not rerun the card so now I am paying interest. Last year I was scheduled for cleaning. Three times my appointments were cancelled. Aspen has been a nightmare for me for the last year. I want the charge for the bone graft and charge for tightening the crown to be refunded. Also I want to reimbursed for the interest I had to pay on my credit card because Aspen refused to rerun the card. I have been trying to have these issues resolved through Aspen since December 2021. If they would have resolved this, I would not have had to resort to filing a complaintBusiness Response
Date: 08/31/2022
August 31, 2022
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ******* ********* on behalf of the West York, 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,
Julie G****
Manager, Regulatory Relations
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