ComplaintsforAspen Dental

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business knowingly lies to patients by telling them that they are covered by insurance to get them in the door, and then once the patient has arrived to the office tells them that they are not actually covered and must pay in cash for dental care. That’s blatant medical fraud and should be ceased immediately.

  Business response

  06/30/2023

  response attached 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a patient at aspen dental in Gainesville, FL in early 2021. I am trying to establish a new dentist with a small local practice. I need them to send my records (specifically X-rays) since I am still on the same insurance plan. I have had to call nearly every 2 weeks since the end of February and still no records. I initially went into the office to file records release at the end of February and was told it takes up to 2 weeks. Called back 2 weeks later and it was never completed. Waited another 2 weeks and found out the sent It to the wrong place. Then another 2 weeks and keep getting told it's "pending". Please just send me my records or send them to the dentist I'm trying to establish with. This is an extreme delay of my care.

  Business response

  04/22/2022

  Response attached.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Dr. *** and staff of Aspen Dental have failed to provide me & my husband with accurate information regarding our insurance coverage & the medical necessity of treatment provided, resulting in claims denial in the amount of $1983, according to my Solstice EOB (attached) and Aspen past due notice(attached) for **** in amount of $1620 (never submitted to Solstice). Please see attached log, EOB, and Aspen bill for specifics.

  Business response

  01/17/2022

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ******* ****** on behalf of the Gainesville, FL Aspen Dental branded practice, owned and operated by Minsung Son DMD PA.  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.

  Customer response

  01/19/2022

  [To assist us in bringing this matter to a close, you must give us a rea*** why you are rejecting the response. If no rea*** is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because although I spoke with Jennifer Glass on 1/10/22 (the new Aspen regional manager for Gainesville Ofc, *** ********); & she assured me that all the issues in my complaint would be addressed, I have yet to hear back what the final determination will be , nor do I see any claims resolution in my Solstice portal. She also advised me that the threatening automated bills could not be stopped, so I am still in limbo. I advised her that my expectation is that nothing will be owed to Aspen Dental for either myself or my husband, ***** regardless of what Solstice will cover since all misunderstandings about what is covered (and what is not) rests with Dr. *** & his staff.

  Regards,

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

• Initial Complaint

  09/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have dental insurance provided through my job. I had an exam and xrays completed on 4/5/2021. My copay should only be $5. I am still getting a bill from Aspen saying I owe $131. I have attempted to resolve this on my own numerous times. On 5/24/2021, I spoke with Pamela who is the representative of the insurance company. She put me on a 3 way call with Aspen and told them I have insurance and provided them with the info. It was not resolved and I called my dental insurance company again on 6/25 and again on 7/26 both times I sent a copy of my bill with the codes so they could send payment. I am still getting a bill for $131 and I should only owe them $5. Between Aspen and the insurance company I cannot seem to get this resolved. So I am seeking additional help. Maybe you can get this resolved?

  Business response

  10/27/2021

  Dear Sir or Madam, 
  Thank you for the opportunity to respond to the complaint filed by ***** ************* on behalf of the Gainesville, FL Aspen Dental branded practice, owned and operated by ******* *** *** **. 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 commilme11t 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.

  ***** ****** 
  Manager, Regulatory Relations 

*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. ↩