Complaints

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

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  Aspen Dental

  474 Holiday Dr Ste 1 Mendon, VT 05701-4889

• 

  Aspen Dental

  62 Merchants Row Williston, VT 05495-4476

• 

  Aspen Dental

  856 US Route 302 Unit A Barre, VT 05641-2301

• 

  Aspen Dental

  231 Wade Road Ext Ste 101 Latham, NY 12110-1855

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:05/19/2025

  Type:Sales and Advertising 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.

  Formal complaint regarding unauthorized extraction, incorrect billing, cancelled appt, failure to provide records, ill-fitting/discolored dentures, and potential false advertising of satisfaction guarantee. Tooth extracted 11/26/24 without consent/authorization, billed incorrectly despite instructions for correction/resubmission. Unresolved balance led to 5/14/25 appt cancellation, preventing necessary treatment for pain. Temporary upper denture is too large, adjustments denied without upgrade, contradicting prior assurances. Lower denture causes pain. Denture gums are different colors despite request to match. No options for size/color were offered. Satisfaction guarantee advertised online not honored by office. Seeking urgent resolution before 50th birthday celebration due to pain and discomfort.

  Business Response

  Date: 05/20/2025

  Hello, Please find attached response.  Thank you. 

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does NOT satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  
  I am writing in response to the communication received from Aspen Dental's management company regarding my complaint. While I appreciate the promptness of their template response, I am deeply dissatisfied as it has not led to any resolution, and in fact, none of the promised actions have been taken.
  The response stated that the ****** office would contact me directly to resolve the matter. However, as of May 21, 2025, I have yet to hear from anyone at the ****** Aspen Dental office. This lack of communication is concerning and directly contradicts the resolution path outlined in their initial reply.
  Furthermore, the core issues of my complaint remain unresolved:
  1.Incorrect Balance: My account balance with ********************** remains incorrect at $344.
  2.Unresolved **************************************** has confirmed that they have still not received an updated invoice from Aspen Dental.
  The claim needs to be resubmitted with the correct order of services: all three extractions first, followed by the partial denture, and the fourth extraction completely removed from the claim.
  I have personally spoken with Aspen Dental's billing department, who verified that the adjusted claim has not been resubmitted to my insurance company, despite a clear request for this action dating back to January 27, 2025.
  3.Unscheduled Appointment: My necessary follow-up appointment has still not been rescheduled.

  4. No appointments have been to replace the top and bottom denture that are in my mouth. They advertise same day dentures.
  5. Ongoing Pain and Distress: I continue to experience significant physical pain due to the unresolved dental issues. Additionally, I am suffering from considerable mental distress, particularly as my 50th birthday party is this **********************. The thought of attending this milestone event with mismatched gum colors and an incorrect number of teeth in my upper denture is causing immense anxiety and embarrassment, to the point where I am considering canceling my photographer as I will not be smiling.
  6. Missing Dental Chart: While I recently received another email stating my X-rays were attached (which they were not, and I already possess copies of them), I have still not received a complete copy of my dental chart, which I have repeatedly requested.
  

  In summary, absolutely nothing I have requested has been completed. I have not been contacted by the ****** office, my balance is incorrect, the insurance claim is still unresolved, my appointment is not rescheduled, I have the same top and bottom dentures, and I am still in pain and without my complete dental chart.
  

  I urge the Better Business Bureau to intervene further to ensure that the ****** Aspen Dental office takes immediate and concrete steps to address these critical issues.
  
  
  Regards,

  Meikka

   

   

  Business Response

  Date: 05/27/2025

  This complaint is under review.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising 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 already posted a review, sent them emails and attempted the call them multiple times & have yet to fix this situation.First time patient at Aspen Dental 12/19/24. Had X-rays done & a cleaning. I noticed they push for add on costs. The assistants were nice. The Owner ******** was not professional, even meeting her the first time. She was terrible to her staff and rough with her patrons. Should have seen this coming. So before I could get a cleaning done, once they examined my xrays. They said I had 6 cavities and told me how terrible my teeth were and my gums. I take better care of my oral health than I did years ago & never had cavities. So I had to pay up front to get a cleaning done & prepay to have fillings done. Totaled to roughly $270 So I luckily was able to get my cleaning done that day. So came back 12/26/24 for 3 fillings. They put a dental block in my mouth without my consent and I told them that the Novacaine isnt working and I could still feel everything. I ended up crying hysterically midway through it because it hurt so bad and it was burning in my mouth, I have had fillings done as a child.They told me that I would need to be sedated going forward. And to add, when she was moving my face, she grabbed the front of my teeth to adjust instead of just asking me to turn my head. Now i am experiencing TMJ *********** of dentists. They refunded me $111 for the other 3 fillings I will not be having done. Unfortunately she did not seal the fillings properly, so only after 2 months I have to get them removed and redone. Because a cavity formed in the hole that she drilled. I ended up getting a second opinion about the other three cavities and turns out its just a staining in the groove of my teeth. So they are just a money hungry business and not looking out for the patients well being. ******** should consider a career change and hopefully no one gets treated like that ever again.

  Business Response

  Date: 02/27/2025

  Response attached.

• Initial Complaint

  Date:10/17/2024

  Type:Product 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.

  Attached are two bills I received in the mail. The first arrived in September for $570. The second arrived yesterday (October) and now says $1133. The third attachment is my TREATMENT PLAN that I made with ******* ***** in July, where the crown is listed as a line item that I paid $717 for. Weeks ago I tried calling ******* ***** (manager) multiple times and got no answer. This procedure was part of my TREATMENT PLAN from the beginning. If my insurance company decided they were not covering it, or whatever else, that should have been relayed to me BEFORE I got the procedure, not after when I can no longer choose to get a second opinion or defer payment.Finally, I took out a CARECREDIT card for this treatment plan, and on these two new bills it says that ********** is not an accepted means of payment. Why not? Why wouldn't someone tell me that before I enrolled?So far for this procedure I've had 4 different prices thrown at me in this order: "$717 (paid in my treatment plan), $695 (in office), and $570 (in office and mailed to me), and now $1133. I am beyond upset that it has been this difficult to figure out and there has been 0 communication. No one has contacted me to explain to me why the amount due keeps changing, and why I have to pay AGAIN for a procedure ON MY TREATMENT PLAN

  Customer Answer

  Date: 10/28/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:09/26/2024

  Type:Order 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.

  Paid over 200$ over price for a cleaning after fighting with them for weeks about my insurance & doing another BBB review, I have now left a voicemail with no ************ have been hung up on twice by the front desk. Aspen dental is nothing but a scam so stay away! I am 24 years old, I went for one cleaning and they have created damage to my teeth, now my teeth are receding & I have constant headaches 24/7. They refuse to make tbh is right so I will be contacting a dental malpractice lawyer in 7 days if my teeth anrent fixed & the higher *** of this company want to actually DO something. I AM BEING IGNORED!! Please help!!

  Business Response

  Date: 09/30/2024

  This complaint has already been responded to.  Thank you!

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:04/17/2024

  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.

  They agreed to take care of all of my fillings if I took out a loan from them and they have made tons of mistakes in the process... I'm locked into the loan and they didn't finish all of my fillings and it's because they are claiming they didn't put fillings in my cavities because their isn't any decay which makes no sense to me the whole story is pretty complicated and I can't fit the whole thing in this box but yeah I'm locked into a loan with them and they didn't hold up to their end of the deal and they're lying to me about why they didn't do all of my necessary fillings

  Business Response

  Date: 04/18/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!

• Initial Complaint

  Date:06/30/2023

  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.

  I have tried calling Aspen Dental's ****** ** office multiple times to request to have my X-rays sent to another dentist. They either don't answer their phone or they put you on hold indefinitely. I am on hold with their office right now, and have been on hold for over 10 minutes. I have been trying to get ahold of them for about 6 months, with no return calls.

  Business Response

  Date: 07/19/2023

  response attached. 

• Initial Complaint

  Date:05/21/2023

  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.

  My name is ***************** i live at ************************************************, my phone number is ************. I am contacting you over a problem I am having with Aspen Dental on the *******************. Their address is *************************************. My first appointment was May 24, 2022 they told they could not help me unless i paid them $3,780 up front, which i did on May 3,2022. On May 20, 2022 I had to give them a check for $1,500 which i had to refiance my car to do so. On May 20, 2022 they also received a check from my insurance for $55.00. On June 28, 2022 they recieved a check for $51.00. Then on February 6,2023 they got a check for $2,449. On April 11,2023 they got a check from **************************** for $845. For a total of $3,500 i paid them $5,936. The manager told me I would get back all the money the insurance company paid when they got it. Also account manager told me this. Insurance disount $7,117. When i did not receive any of the insuance money back by April 15,2023 went to the office and asked where my refund was. They told me they were working on it. I thought it was strange I got that day and there a bill from them saying i now owed them another $1,402.50. They have gotten my life ************ i had to refiance my car in order to pay. I am almost 81 years old this year.

  Business Response

  Date: 06/11/2023

  Response attached. 

  Customer Answer

  Date: 07/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My name is ***************** I live at ************************************************. My phone number is *************. I am contacting you over a problem I am having with Aspen Dental on the *********************. Their address is **********************************************
  
  My first appointment was *** 24,2022. They told me they could not help me unless I paid them $3780 upfront, which I did on *** 3,2022. On *** 20,2022 I had to had to give them a check for $1,500 which I had to refinance my car to do so. They also received a check on *** 20,2022 from my insurance for $5,500.
  
  On June 28,2022 they received another check for $51.00. Then on February 6,2023 they got a check for $2,449. On April 11,2023 they got a check from *********************** for $845.00. For a total of $3,500. I paid them $5,936.
  
  The manager told me that I would get back all the money the insurance paid when they got it. Also the account manager told me this. The insurance discount $7,117. So when I did not receive any of the money back by April 15,2023 I went to the office to ask where my refund was. They said they were working on it. I thought it was it was strange on the same day that there was a bill saying I owed them another $1,402.50.
  
  They got my life ************ I had to refinance my car. I am almost 81 years old July 26,1942.
  
  I ***************** have tried to call *********************** three different times, I got her answering service. She has not responded to my calls. I have left my name and number each time. I called June 20,2023 10:35am. Called 29,2023 at 3:45pm. Called June 30, 2023 10:45am.
  
  BBB Case number 20067158
  
  Aspen account number ********
  
  I tried calling several times getting a not in service message. I realized that I forgot to put a 1 first when calling. I tried to receive BBB before my 10 days were over. I know nothing about computers I have had to rely on my son to help and has not always been available to help
  
                                           Sincerely  ***************** 

  Business Response

  Date: 07/17/2023

  This complaint is still under review.

• Initial Complaint

  Date:02/16/2023

  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.

  I had my wisdom teeth removed in March 2022. I paid the estimate required for the procedure with my 2022 Healthcare Flexible Spending funds, but apparently was over charged $390 which I can understand can happen. However, I was never informed of the over payment on my Aspen Dental account or reimbursed until February 2023 when I called to obtain a receipt for the payment to submit to my FSA. When I called and spoke to the business office, they stated I had an over payment. I asked why I had not been notified or credited as of yet and was told that I would have been notified of the over payment if I had come in for a follow up visit which in this case was not needed. When I questioned them on their over payment policy, I was told that their practice policy is to send out the reimbursement for overcharges within 6 months and they would have to credit the original payment method. I explained to her that my payment was made using funds from a 2022 Healthcare Flexible Spending Account and that if they credited my original payment method now that it was 2023 (11 months later), I would not be able to use those funds as they would not be able to be used in 2023. However, had they adhered to their policy of refunding over payments within six months from the visit, I would have been able to use those funds for the remainder of 2022. When I questioned the fact that it has now been ************************************ credited, they had no explanation other than they would look into it and get back to me. It has been 4 weeks since that conversation and I have not heard back from them. I was finally reimbursed for the overcharge but it was credited t my 2022 ******* months later in 2023. Unfortunately, I can no longer use those funds since they were from a prior year Flexible Spending Account for 2022. I am reporting this business due to the fact that if I had not contacted them, I would not have been reimbursed for my over payment and they would have kept the funds. Also, they did not adhere to their own practice policy of reimbursing over payments within a 6 month window. Their error has cost me $390 in Healthcare Flexible Spending Account funds that I unable to use now.

  Business Response

  Date: 02/20/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by *********************************** on behalf of the *********, ** (North) Aspen Dental branded practice, owned and operated by ******* Dental Services 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 Yesto quality oral care.
  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the 
  Regards,

  *******

  My response:

  I have not yet received any communication attempt from the risk management team of Aspen Dental in regard to this claim. 

   Thank you,

  ***********************************

  Business Response

  Date: 02/28/2023

  Please allow more time for a response.