Business Profile

Dentist

Aspen Dental

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Complaints

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

Customer Complaints Summary

205 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:04/18/2025
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 was originally charged around $2,000 more than insurance allowed Aspen to charge. I am getting a check for around $1600 for the overcharge and I am satisfied with that. However, permanent dentures have been a major problem. They do not fit correctly, they are too big for my mouth and are very loose. Top denture is so loose that at times when I talk, they almost fall out of my mouth. Went back to get a hard reline and within days, the top denture was falling out of my mouth again. Bottom denture is loose as well. Can put denture glue on both dentures and still not eat because they are so loose glue won't hold them. I have told the employees there on multiple occasions when I try to bite something, back end of my top denture pops down and the denture comes out. Was told every time that was normal and I need to take bites out of things from the side of my mouth. I told them the dentures were too big for my mouth. Was told repeatedly nothing could be done about that, they had shaved all they could. I have not been able to eat in front of people very much for over a year. Most of the time I have to take out my bottom denture to eat anything because it's too painful to eat with it in. When I am home, I have to eat with no dentures because they are so loose it's easier to eat with no teeth. Can't eat anything hard. I was charged $8,225 for this disaster. Don't want the money back for extracting teeth since they actually did that. I now have to go elsewhere to get new dentures because the Aspen Dental dentures can't be fixed. Called the corporate office and complained. The ****** IL office followed up with me, wanted me to come back in to fix the dentures. Don't want to go back to them. This has been a year of frustration and them not listening to what my issues are. Making excuses as to why I'm having the issues but not fixing anything. Want to be able to eat and talk like a normal person. Would like the money I paid for the actual dentures,after insurance.
Business Response
Date: 04/21/2025
Please find attached response. Thank you
Customer Answer
Date: 04/22/2025

Complaint: 23221329

I am rejecting this response because: I have attempted tell the staff repeatedly the issues I am having with the dentures and the response is always the same. "That is supposed to be that way" when it is absolutely not supposed to be that way regarding top denture dropping in the back when biting. And no response or resolve to the matter of the dentures being too big for my mouth.

Sincerely,

**** ********
Business Response
Date: 04/23/2025
This complaint is under review. Thank you.
Customer Answer
Date: 04/24/2025

Complaint: 23221329

I am responding because I have to within 10 days. I acknowledge Aspen is looking into my complaint. I still want the dollar amount requested as I have to start over with my dentures elswhere.

Sincerely,

**** ********
Customer Answer
Date: 05/19/2025
I have been contacted by the busines. They have agreed to refund my money if I bring the dentures back. I informed them I would not be able to bring the dentures back until after the 29th of May as I have to get new ones before I can bring them back. I was informed that would be fine. I have not received the refund as of yet.
Business Response
Date: 05/22/2025
Please return the denture at your earliest convenience.
Customer Answer
Date: 05/27/2025

Complaint: 23221329

I am rejecting this response because: i am returning the dentures after I get new ones as I cannot go without teeth. I was asked to sign a document stating I had paid off Care Credit, which is the company that originally financed my denture. Now I am being asked to sign a denture money back guarantee document which was never mentioned before. I have also requested a check be given to me at the time I return the dentures.

Sincerely,

**** ********
Business Response
Date: 05/29/2025
This complaint is under review. Thank you.
Customer Answer
Date: 05/31/2025

Better Business Bureau:

As long as I get my money back I will be satisfied. If not, I will file another complaint.

Sincerely,

**** ********
Initial Complaint
Date:04/16/2025
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.
On January ******* I went into the ********, ********* to have my crown reattached. The doctor looked it over and informed me that he wouldn't be able to reattach my crown because my base was too small and it would continue to fall off. He advised to pull my tooth and have a single implant at a later date. He did not advise me of alternative treatment options. I was told that the extraction would be $180. I agreed to this. After the tooth was pulled, I was told I would need a bone graft, which was a quick procedure of shoving a bit of material into my open wound and sewing it up. I paid, signed and left. A month later, I received a bill for $645. I called right away and spoke to the office manager. She asked if I would just pay half. I said I shouldn't have to pay at all. She said she would look into it and call me back. She never did. I waited and got a follow up bill on Mar. 24th. I called again and spoke to the assistant manager. She assured me that she would look into it and they would take care of the balance and call me back. She never called. I called today and was told I have to pay it because I signed a financial responsibility acceptance. I am furious and feel tricked by them. I didn't even go in there to get a tooth pulled and I wish I had walked out instead of letting them pull the tooth and then trick me into having a bone graft, which was not covered. They should've preauthorized this. I wasn't advised of any alternative treatment options as stated in patient treatment and financial responsibility acceptance agreement. I want the bill removed from their system.
Business Response
Date: 04/18/2025
Please find attached response. Thank you
Customer Answer
Date: 04/21/2025

Complaint: 23208868

I am rejecting this response because: they have promised to contact me twice in the past and I never did.

Sincerely,

***** ******
Business Response
Date: 04/23/2025
This complaint is under review. Thank you.
Initial Complaint
Date:04/14/2025
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 went to Aspen dental for an initial exam for *****. They then tried to charge me $3000 to clean my teeth. I advised after contacting my insurance that I did not wish to proceed nor did I want my insurance to be charged for initial exam Since I was informed this was a very expensive amount for teeth cleaning and I advised aspen dental over the phone I would pay the $29 initial exam fee and they advised they would send me a bill for 29. I just received an explanation of benefits from my dental insurance where they charged them over $160 and now say I owe $50 within that 160. What a scam this place is I did not authorize them to charge my insurance during my phone call to cancel everything for over pricing. I now have to go through this entire process with another dentist since they tried over charging me. I will be also be reporting this to my insurance company as well. They need to correct the billing, refund my insurance for any payment and send me the bill as stated for *****.
Business Response
Date: 04/28/2025
Please find attached response. thank you
Customer Answer
Date: 05/06/2025

Complaint: 23199219

I am rejecting this response because the company called me to advise only that I didnt understand how insurance works. Not to address that I was lied to, I let them know I was at work and would need a call back later in the day to discuss further. I was told that someone would call me back, I have not heard back from them since. My issue has not been resolved by the company despite their letter regarding this matter.

Sincerely,

***** *****
Business Response
Date: 05/08/2025
This complaint is under review. Thank you.
Initial Complaint
Date:04/14/2025
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.
Aspen Dental, Sebring, ******* attempted to make a denture for me. After 5 attempts to manufacture the product, the team at this location failed. The denture was of poor quality and did not fit properly. I never used it. They billed my ******** account without my being satisfied with the denture. The financial clerk was argumentative and unwilling to provide what I expected due to the advertisements that were out there. They charged me for x-rays while the ads say full x-rays without charge. The clerk refused to accept my ******** for a cleaning although I presented an approval from my administrator of benefits. I gave the useless denture back to the staff. They said too much time had passed. There was no obvious posting at the location of the return policy. I was under the impression there was a 5-year unlimited guarantee as the benefits only provides 1 good denture per the same period. I never received a good denture and they were aware of this fact. The poor quality resembled something from the stone age. It was of no value to me, the staff before during and after service were Ineffectual.
Business Response
Date: 04/16/2025
Response attached.
Customer Answer
Date: 04/17/2025

Complaint: 23194375

I am rejecting this response because: I have already reached out to R. DUSTIN DIXON DMD HOLDINGS LLC. in the past, that was about a year ago. Most recently I spoke to a staff member who was of no help at all. Prior to that I spoke to *****, claiming to be a regional supervisor for Aspen. They all in ******* should be embarrassed by the work product they did on my denture.
I would think the Aspen regulatory folks would let individual stores know, each job represents the entire company good or bad. I expect this cost for the denture be refunded to ******** due to the fact it is of poor quality, doesn't fit and it has never been worn at all.
**** ******
Business Response
Date: 04/17/2025
Please allow time for the office to review.
Initial Complaint
Date:04/09/2025
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.
During my treatment I had an infection and injured gums caused by non fitting temporary dentures. I wasn't seen by a Dentis for two weeks while I was complaining of severe pain on my gums.I was misinformed about the coverage of the dentures and the impact of the dentures I was fitted with permanent dentures too early when the gums had not healed yet, as a result the permanent dentures became to big when the gums finally (two months later) healed I was terminated my treatment by the attending Dentist for no reason and given no alternative options for teatment
Business Response
Date: 04/15/2025
Response attached.
Initial Complaint
Date:04/09/2025
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 received services over a year to get a 5 on one implant for my upper teeth. I was told on March 20th 2025 that I had a credit for $908. Prior to that I was told it was over $1000 dollars I was owed and was not given a reason it was a lower amount. The front desk person said they can only refund it to the card on file used to pay for the procedure and if that card was unavailable it would have to be a check. Due to identity theft the debit card I used to pay for the procedure could not be used for a refund and I was told I would be cut a check and receive it in the mail and the check was issued that day 3/20/2025. After not receiving it up until April 8th 2025, I called Corporate Aspen Dental, the person refused to give me his name but the phone number was *********** I demanded to know a time frame in which i can expect to receive this check. They evaded my questions and kept trying to transfer me to the office i received services from at Aspen Dental ************ *************************************. I told him when I was told I would be receiving a check that they could not give me a time frame on when I would receive the check. He then said it would be refunded to my Care Credit card after looking at my account and giving me the last 4 digits of my former debit card. I DO NOT have a care credit card and told him so and continued to question how corporate can not give me an idea of when to expect this check. I paid out of pocket and used AVS Dental discount Plan. I kept asking how does their corporate office not know when a check would arrive after a refund. He then said that it works as refunding to the card and when it bounces it will be sent to become a check. I demanded to speak to someone regarding refunds. He then gave me the email **************************************** which I sent an email to yesterday and have still not heard anything back from them. I received an automated message and no response to speak to a live person.
Business Response
Date: 04/15/2025
Response attached.
Initial Complaint
Date:04/01/2025
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 was seen by this dentist's office on multiple occasions throughout 2023 and 2024. On one occasion I went in because my tooth was in pain after having a filling done and they told me it was fine probably just sore. 4 months later the tooth abscessed, they gave me ********* and told me they'd make an appointment for the root canal. I was charged for the root canal, and informed by their specialist that My tooth was cracked and needed to be pulled. They told me they would refund me and charge my credit card for the difference. In 3 months I recieved that refund, and six months after I recieved a bill for the tooth pulling that was supposed to be charged to my credit card. Unacceptable business practice to take three months to issue a refund but also to bill someone for a procedure that was supposed to be applied to their credit card.
Business Response
Date: 04/03/2025
Response attached.
Initial Complaint
Date:03/31/2025
Type:Customer Service 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 never had such a terrible experience with any company in my entire life. My husband and I went in together, October 2024, to both get Motto, we paid in full for both of us at the time. He received his trays without too many hiccups, but my experience was entirely different. I went in for my scans and it was done by someone that had no idea what they were doing. The scans took over an hour, when I was told it would take 15 minutes. I was then told I would get my trays for Motto in 3-5 business days, I didn't receive them after a week, so I checked in and was told it would take another 3-5 days. I was told this for 3 months straight. I never got an update, I always had to contact them, and I always got excuse after excuse. They kept telling me 3-5 days, and I wouldn't hear anything for weeks at a time. I then asked for the Regional Directors information. I was told my information was sent to her and she will contact me within a day or two. She of course didn't contact me, so I got her email and sent her a message a week later. I had to send her 4 emails before any response was received back, then she told me there was nothing she could do, and I asked for her managers information. She said she would send my information on, and she would contact me in a day or two. I didn't hear anything for a week so I sent her an email for an update and got an auto response back that her email couldn't go through. I have dealt with being ignored every step of the way. I would have to contact someone weekly for any answers and didn't get a response or didn't get an answer. I have reached the end of my patience. It has been almost 6 months, and I am unable to get any answers from anyone. The lack of service from the bottom to the top was the same. I was very excited to get Motto and go through this journey with my husband together and that never happened. The employees, regional manager, and her supervisor all ignored me for months with no response or answers
Business Response
Date: 04/02/2025
Response attached.
Initial Complaint
Date:03/19/2025
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 went to Aspen Dental to repair two upper dentures, both had one broken tooth. Aspen Dental ************************************************* ************ First complaint: Molds were taken of the dentures. The technician said they were mine to keep after the work was completed. I forgot to take them with me. I have called twice in the last week. No one answered so I left messages. No return calls.Second complaint: I went for fittings on March 6 and March 10. During the first fitting, I experienced some discomfort. The doctor and the technician took a lot of time to grind down areas of the denture causing the discomfort and arranged the denture wire to ensure a secure fit.I left satisfied with my first pair of upper dentures.However, on March 10 I went again for the second pair fitting. The dentures went in quickly and fit well. When I brought my dentures in, the fit was so fine that I never had to use Denture adhesive. The doctor left the room immediately. I told the technician, that while they fit snugly, I wanted to be sure I could take the out and put them in without problems. I could not remove the denture. The doctor was called back into the room. She was also not able to remove the denture. She had to numb my gums with local anesthesia in order to remove it. She made adjustments to the wire, put it back in my mouth, and again I could not remove it. The doctor and the technician both were reaching for my mouth to help me, but as I told them, if I could not remove it myself, it was a failure. By now the doctor was getting peeved. When she was able to remove it again, I heard a snip, and she had cut the wire almost completely. The denture was reinserted easily because it was so loose she had to use denture adhesive.The doctor and technician on March 10 were not the same as the ones who helped me on March 6.
Business Response
Date: 03/20/2025
Response attached.
Initial Complaint
Date:03/18/2025
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.
on august 29th 2023 i went to aspen dental to get my smile back they set me up with a care credit plan which was fine with me they then charged my care credit ******** for my care plan i had teeth pulled cleanings crowns all the dental works turns out my permeant denture was never correct my teeth wear never cleaned properly and the crowns never put on all the teeth they wear supposed to be put on i requested a refund and they repaid Amount -$2290.05 Posted Date December 26, 2024 Reference Number 8534812PSGEBT5S0X my teeth was extracted with abcess infections and out of the crowns that was supposed to put on the bottom 3 wear installed and one fell off and i had to go back and have it put back on i am not trying to be a jerk and money is not an isuue in paid my care credit off Jan. 27th < 2025 but i would like my remaining ******* returned as well i am having to go threw this process with another dentist which i paid in full to redo this disaster we have tried talking to aspen dental until we are bull in the face all we get is excuses
Business Response
Date: 03/20/2025
Response attached.
Customer Answer
Date: 03/20/2025

Complaint: 23067905

I am rejecting this response because: i have been unhappy since day one with aspen dental and do not need to speak with anyone in that office that want to just beat around the **** I want my money back completely there will be no response from the business anyway that's what they always say have been fighting **** for 2 years

Sincerely,

******* *****
Business Response
Date: 03/20/2025
This complaint is under review.

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Aspen Dental is NOT a BBB Accredited Business.