Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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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

18 total complaints in the last 3 years.
7 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:05/09/2025
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.
On March 13, 2025, I went to Aspen Dental to have my teeth looked at and some pain assessed. The doctor stated that my 10 year old crown needed replacement, and after sitting with the office manager, I paid $850 up front. I was never informed that additional money would need to be paid, nor anything else about any possible further payments. Not only have I now received a bill for an additional $480.70 with absolutely no notice, but I also had to go in last month to have them fix the crown as it was put in incorrectly the first time. The service and treatment was nothing short of shoddy, and I do not feel I should need to pay additional for work that was done poorly with zero notice that more bills would be forthcoming.
Business Response
Date: 05/12/2025
Please find attached response. Thank you.
Customer Answer
Date: 05/14/2025

Complaint: 23310082

I am rejecting this response because:
I do not trust this company to reach out to me and fairly work to resolve the issue as they are extremely poor in their communication and also I believe them to be scammers based on all the research I've done on them since this bill came. I would like an itemized receipt of both the transaction that took place on March 13th, and one for the invoice I was just recently sent. This in and of itself is not the only response I want from them. I also want to know why I was never informed of the additional bill at the time of my original payment, or why there was never communication during any of my subsequent appointments that this would be coming. I also do not feel that I should need to pay anything additional due to the shoddy work done when the crown was put in in the first place.

Sincerely,

******** ******
Business Response
Date: 05/14/2025
This complaint is under review. Thank you.
Business Response
Date: 05/22/2025
This complaint is under review. Thank you.
Customer Answer
Date: 05/22/2025

Complaint: 23310082

Aspen attempted to reach out to me, and while I appreciate this, I would prefer to communicate with them through the BBB as I am still quite upset and do not want to say anything out of turn to them. At this point, I do not want a call or a discussion, I simply want itemized invoices for both March 13th and the more recent bill. Thank you.

Sincerely,

******** ******
Business Response
Date: 05/22/2025
If you would like assistance, you need to speak to the office directly.
Customer Answer
Date: 05/24/2025

Complaint: 23310082

I am rejecting this response because: as I have stated, I will not speak to the office directly. I want two itemized invoices/receipts. One for the bill in March, and one for the current bill. Otherwise, you will not see a dime from me. BBB, please understand that it is practices like these in which they attempt to go around you and other authority that make them a suspect company, one that I will do everything in my power to bring down. Thank you.

Sincerely,

******** ******
Customer Answer
Date: 05/24/2025
This complaint can be closed as the offices have adjusted my account accordingly. Thank you.
Initial Complaint
Date:04/22/2025
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.
They told me I needed a crown and filling and I went back several times because they never healed and there was increased pain and sensitivity in the area, they later told me that I needed root canals from the beginning on both teeth and the work they did exacerbated the need for that, which is why I'm suddenly in pain after when I wasn't before they went in. Since they have admitted that the work they did caused the issue and did not solve the problem, and that I will now need much more expensive work because of what they did, I would like them to refund for what they did as they were dishonest with me and now I am in pain because of them.
Business Response
Date: 04/22/2025
Please see attached response. thank you.
Customer Answer
Date: 04/22/2025

Complaint: 23234776

I am rejecting this response because:
I have already reached out to the business and they are refusing to do the right thing

Sincerely,

**** *********
Business Response
Date: 04/29/2025
Hello - the office called the patient on 4/22, 4/23 and finally emailed her on 4/25. They explained the patient's treatment plan to her, why these services were recommended and sent her a copy of her ledger. Nothing additional will be done on our end. Please close this.
Customer Answer
Date: 05/01/2025

Complaint: 23234776

I am rejecting this response because:

******* claimed should would email me but had not done so, no resolution has been reached
Sincerely,

**** *********
Business Response
Date: 05/01/2025
Hello - the office called the patient on 4/22, 4/23 and finally emailed her on 4/25. They explained the patient's treatment plan to her, why these services were recommended and sent her a copy of her ledger. Nothing additional will be done on our end. Please close this.
Customer Answer
Date: 05/01/2025

Complaint: 23234776

I am rejecting this response because:

******* still has not responded to me which is why I have attempted to escalate to corporate
Sincerely,

**** *********
Initial Complaint
Date:11/12/2024
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.
On November 12, 2024 at 10:00 AM, I visited Aspen Dental in *********, FL located at *************************** for a first-time consultation and screening. Several things occurred during this visit that caused suspicion. The biggest, however, was them blatantly lying about me having gingivitis. My gums are a vibrant pink, no sensitivity whatsoever, no bleeding, and I floss each day. The Aspen lady came in & pricked my gums with no issue from me (I didn't flinch, didn't feel any pain, no bleeding, absolutely healthy gums). My last dentist earlier this year in April gave me heaps of praise for my gums. I knew off the bat that Aspen Dental was fraudulent when the lady got done pricking and put on her best Broadway performance to tell me I suffered from gingivitis & that I needed to "act fast". I'm a young lady with a young face and ************* - I believe they banked on me being naive and thought I'd believe anything that a dentist said. All-in-all they drafted a $5,049 treatment plan and told me I couldn't get a simple routine cleaning until the "gingivitis" was paid for. I just left the office and felt like something was not right. I went online and discovered that there are multiple ******** Groups, Reddit posts, & lawsuits (both past & present) against Aspen Dental for malpractice.I came back to Aspen Dental later that same day & filled out a form to request my complete dental records from them so that I could switch to another practitioner. I asked for both mailed copies and emailed copies. They said it'd take a while to receive them. I understand the mailed copy may take a while but an email can be done immediately. Now that I've written a scathing ****** review & called them out (to their face) for abusive dental practices & for giving false diagnoses, I fear they may withhold my requested documents & prolong the sending of them in retaliation efforts. I'm asking the BBB to help ensure that I receive my dental records from them in a timely fashion.
Business Response
Date: 11/21/2024
Response attached.
Initial Complaint
Date:10/01/2024
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 went to Aspen Dental to get Implanted dentures back in June 5 2023 at this time everything has been fine until one of the front teeth fell out not sure of the date of this and i swallowed the tooth I went to Aspen office and they did fix the problem not same day but was fine with the results then in June of this year I lost a bottom tooth which is still yet to be fixed then in July of this year one of the post that hold the teeth in place broke so I went in to the aspen office and sat down with the office manager and the Dentist and was told that they do not have the tool to fix the problem should be in about 2 weeks that the post are not good quality and the office will call and get me in to fix the issue and as of now never have received a call and now as of Sept 30/2024 another post broke I called the office to see what could be done and the office manager was busy with a patient which (she nor the staff is very helpful or nice) and said she will call back which see did had to leave me a message I work in construction so did not hear my phone she left a message saying i can have a appointment but no plan as how to fix the issue so now here I am with 30 thousand dollars of junk in my mouth and going to have to go thur this oral surgery again which is very extensive and I am self employed so I am at my wits end
Business Response
Date: 10/02/2024
Response attached.
Customer Answer
Date: 10/03/2024

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. Aspen has
reached out to me and I have a appointment on Oct 19th and the 25th to resolve my issues, for now I will close the case thank you

Sincerely,

***** **********
Initial Complaint
Date:09/02/2024
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.
I visited the office on April 10. I was quoted a charge for over $6k.I told both ladies that I couldn't afford it and to remove everything my insurance wasn't going to cover. They then offered Care Credit and i explained that I didn't want to take on any extra debt that I couldn't afford. I opted to do the deep cleaning and filling. The cleaning would require 2 visits and the filling would be completed on the 2nd visit. The total was still approximately $2K. In the end, I completed the cleaning. And paid over $1700, which seemed about right after not doing the filling. A month later, I get a bill that I owe approximately $250. I called several times but had extended hold times. A few weeks later, I received another bill indicating I owed over $300. I call the office the following day and spoke with a young lady whosaid I owed $400. She explained that the insurance hadn't paid the claim and it was pending so I was still responsible for the bill. She even mentioned that i completed a filling, which I never did. So after politely going back and forth, she said the manager would contact me later that day or the following day to discuss the bill. Guess what? No call. I called 2 days after and got the same young lady and I asked to email a copy of the treatment so I can review everything with my insurance who said the claims were paid and I actually over paid by $250. After days of no help and being avoided by the office manager, I finally visited the office in person and spoke with one of the front desk **** who told gave me a copy of my treatment plan and explained that the insurance didn't pay for a portion. After speaking withe insurance, the office did not send the required xrays and charting to get paid. After reviewing the treatment plan, I was charged for a toothbrush I was told was free and they refuse to remove the charge. Also, to this day, they have sent the required documents to get paid.
Business Response
Date: 09/09/2024
Response attached.
Initial Complaint
Date:08/10/2024
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.
I came to Aspen Dental in ***************** to have a toothache diagnosed on 04/29/2004. Aspen Dental accepted my Delta Dental ****************** so they approved an xray, and had a diagnosis made for my toothache to have a root canal and a crown installed. I had to make a payment of $861 to cover my appointment and root canal, and I was given a date to have a root canal this Friday. When Friday came Aspen Dental called and pushed my appointment to another Friday. At this point, I was suffering from a severe toothache I was called early on Monday that my root, and the following Friday another week later, Aspen Dental said they would not be available to have the root canal and crown until the beginning of June, so due to the severe pain that has not been treated and could not help me, I notified the Aspen Dental office in *****************, that I would have to get a different dentist to treat this toothache. The Aspen Dental's office in ***************** said they would refund the payment for $861 for the root canal and treatment they never treated. I have since had to have my toothache treated for root canal and a crown, which I paid them in full. I have contacted Aspen Dental in ***************** regarding I have NOT received a refund for the $861 that I was paid for, but never received. I request a refund immediately credited back to me.
Business Response
Date: 08/19/2024
Response attached.
Customer Answer
Date: 08/26/2024

Complaint: 22123682

The response from Aspen Dental ***************** has not responded. First of all, there is nothing to respond to. They took my payment and did not refund the payment do to their lack of service. I request a refund as I requested.

Sincerely,

*****, Jr ********
Business Response
Date: 08/27/2024
This complaint is under review.
Business Response
Date: 09/03/2024
$739.00 was refunded to the patients MasterCard ending in 4320 on 5/30/24, the same day it was requested. The ** & RM both tried reaching out to the patient via phone with no response. All claims are closed, and account balance is $0.00.
Customer Answer
Date: 09/05/2024

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.
Sincerely,

*****, Jr ************
Initial Complaint
Date:06/13/2024
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.
This is the second complaint submitted to the BBB on Aspen Dental due to the fact that they have been non-responsive. I will end up lodging a complaint with Orange county should I not get a respond regarding money due to me for the last six months.
Business Response
Date: 06/21/2024
Response attached.
Initial Complaint
Date:06/05/2024
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.
My entire treatment was covered under care credit. The office on Alafaya trail made me restart my entire Invisalign treatment after they switched suppliers and had a miss up.(they never explained what really happened) I was told I would be under the dentists account due to this mistake. However when I asked to sit down with **** the office manager at the time she tried to tell me I now have to pay and additional $3500, claiming over the course of a year when I was forced to restart my Invisalign treatment the credits were used. I only had cleanings and 1 fill so I am unsure how that would calculate up to $3500. She agreed that would not add up and she would review my account and follow up. She never followed up. I asked to speak to her every time I went in and was told she was in training. After months I was told **** received a promotion. I called again and spoke with the receptionist 6/3/24 and was told ***** is the new office manager and I would receive a call back by the end of the day. ***** never called, I called 6/4/24 at 7:35a and asked ********************* had she received the message she confirmed she did. As Im attempting to explain my frustration she hangs up on me. I called back to ask for her last name and I over hear her in the background talking about me in front of the office staff and patient. I told ******** thank you for the information I will be calling corporate and submitting a complaint about their bad business practices.
Business Response
Date: 06/25/2024
Response attached!
Customer Answer
Date: 07/01/2024

Complaint: 21799296

I do not wish to speak with anyone from that location. I called corporate and was told I would receive a call back. At this point I would to discontinue all dealings with this office. I am requesting a member of your corporate team to step in and correct the error on behalf of your partner.

Sincerely,

***************************
Business Response
Date: 07/01/2024
In order to resolve this issue, the office will need to reach out to you. This is not handled at the corporate level.
Customer Answer
Date: 07/02/2024

Complaint: 21799296

Please step in and assist with transferring the account to another one of your offices. This office has down enough harm. This is the second major incident within a year. Not to mention the issue is the office manager. I called corporate and was told a case was opened and I would receive a call back from a corporate representative. Which did happen with the last incident. However this time I did not receive a call back at all. That was disheartening.

Sincerely,

***************************
Customer Answer
Date: 07/10/2024
This office is verbally abusive and the extremely high turn over ratio shows the toxic environment. I will do as you noted in your response and see legal advice.
Initial Complaint
Date:04/01/2024
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.
I came in with a broken tooth. The dentist came in and convinced me that he could give me new teeth the same day and he didn't explain how the procedure was going to work. 6 months later I still can't eat with my teeth because they will not stay in even with glue. I then tried to schedule an appointment for over 2 weeks with no calls returned. I drove to the dentist office and made an appointment. I went in and they explained that I needed to give them an additional $2,000 $ I don't have any more money to give. I tried to speak to the owner and I was told he doesn't speak to patients. Now, my organs are starting to fail because I can't eat. I am now waiting again at the office and have no answers. I am not going to pay for something that wasn't explained to me. This is very emotionally exhausting and I can't eat. I want something done about this. I don't want this to happen to anyone else.
Business Response
Date: 04/02/2024
Response attached.
Initial Complaint
Date:02/28/2024
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.
I received dental care and discussed at length with Ms. ****** at the office the ***** cost to me. I was absolutely assured my cost would be the money I paid for my ***** treatment program ( I believe I paid at least $600 plus at this time). My treatment plan was was initial visit and three deep cleaning follow **** I did the initial visit and only two follow **** I did not feel they were of any use ( the 3 deep cleanings). Since then I have received many bills of different amounts, each time I called the office and spoke with Ms ****** or another representative and told IN NO UNCERTAIN TERMS my account balance was/is ZERO. many many months later I received a bill from Aspen Dental for $60.80. I feel I'm due a refund of $100 for the unused cleaning or at worst my account should be zero. I Strongly feel I have been lied to about the costs of this dental treatment and they are basically "fishing" for extra money. Again I must emphasize that I had a long detailed discussion with the Office staff ****** about my ***** out of pocket expenses and these were agreed upon and PAID IN FULL. Thank you
Business Response
Date: 03/01/2024
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!
Customer Answer
Date: 03/01/2024
Hello, per request for more information from the business my DOB is 1-10-1968, my phone # is ************.
Customer Answer
Date: 03/12/2024

Complaint: 21362542

I am rejecting this response because: BBB forwarded the consumers response to the business (contains sensitive information)

Sincerely,

*****************************
Business Response
Date: 03/13/2024
Response attached.
Customer Answer
Date: 03/14/2024
Hello, Yes this case is still ACTIVE, NOT YET RESOLVED. Aspen Dental has offered an acceptable solution. This is NOT finalized yet. Once this is finalized, I am willing to
dismiss this action/case. As of today 3-14-24 it is still active ( Just trying to avoid any confusion). Sincerely Thank you, **************************;
Customer Answer
Date: 03/21/2024

Complaint: 21362542

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 3/14/2024 11:49:40 AM
Hello, Yes this case is still ACTIVE, NOT YET RESOLVED. Aspen Dental has offered an acceptable solution. This is NOT finalized yet. Once this is finalized, I am willing to
dismiss this action/case. As of today 3-14-24 it is still active ( Just trying to avoid any confusion). Sincerely Thank you, **************************;

Sincerely,

*****************************
Business Response
Date: 03/21/2024
This matter is resolved.
Customer Answer
Date: 03/22/2024

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.

Sincerely,

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

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Aspen Dental is NOT a BBB Accredited Business.