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

81 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

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Submit a Complaint

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:03/18/2025
Type:Customer Service 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 October 16, 2024 we paid $2204.00 for services my husband was going to have done. He decided against getting dentures which we were charged $1569.00. Even though they are in network and insurance has paid claims they still won't refund the denture amount. They are telling us it's not closed on their system they can't refund the money even though the denture amount has nothing to do with any claim. It's a service that my husband eventually decided against.
Customer Answer
Date: 04/11/2025

Better Business Bureau:

Finally after going back and forth with the management from Aspen Dental everything has been resolved and our money has been refunded.

Sincerely,

***** ********
Initial Complaint
Date:03/06/2025
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.
The nature of this Complaint includes professional negligence committed by Aspen Dental and the Dental Laboratory (Integrity Dental Services in ******, *******) and an admission by the former of their errors. I chose Aspen Dental to make and affix an upper denture to pre-surgically secured implants. They told me the entire procedure from start to finish would take about 6 weeks. After paying them thousands of dollars (They did refund me my money) and well over a month later I had to contact them to glean the status of "my case." They responded via email telling me "upon reviewing the case with the lab, it was determined there was an error in the fabrication of the next step known as Jig Verification. As a result, the lab requested "my case" be sent back to them and this will result in an additional 6 week delay until the final restoration is complete. There was an initial delay due to missing implant size information and this issue was not identified until later." My Complaint is focused on "time" as Aspen Dental, who canceled "my case" without notifying me one week before I became privy to the same, has cost me "months of lost time." I work Court cases as an Expert Witness, professionally speaking, and it's beyond difficult to speak to Judges and Juries for multiple hours under oath with this temporary insecure upper denture. The reason for my Complaint is to forewarn potential Aspen Dental customers of their ineptness and unprofessionalism.
Business Response
Date: 03/10/2025
Response attached.
Initial Complaint
Date:02/20/2025
Type:Product Issues
Status:
UnresolvedMore 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.
Bill me for procedure that the dental insurance didn't cover at the time it was done it was supposed to be done 28 days after the procedure they knew that could billed me anyway and the insurance company denied the claim. Now they say I owe the money
Business Response
Date: 02/27/2025
Response attached
Customer Answer
Date: 02/28/2025

Complaint: 22966872
Dear Madam or sir
I would like to leave this case open until they get a hold of me and try to resolve this problem after I talk to them then we can go further and maybe close the case I appreciate all your help sincerely **** *****. After I talk to Aspen, if they call then we can close the case.

I am rejecting this response because:

Sincerely,

**** *****
Business Response
Date: 02/28/2025
This complaint is under review.
Customer Answer
Date: 03/04/2025

Complaint: 22966872

This response was taken verbally by the BBB: I am rejecting this response because: I would like to keep this open, as no one has reached out to me for a resolution to this matter.

Sincerely,

**** *****
Business Response
Date: 03/04/2025
This complaint is under review.
Customer Answer
Date: 03/10/2025

Complaint: 22966872

I am rejecting this response because:
Aspen Dental still waiting for them to contact me have not so far please leave the case open till we hear from them thanks for your help please keep it up until it's resolved thanks.

Sincerely,

**** *****
Business Response
Date: 04/14/2025
This complaint is under review.
Initial Complaint
Date:02/11/2025
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.
This bill was paid in full and I have proof and record that it was paid in full. However every year they keep coming after me for an amount that they claim is past due that is not past due. If you look at the pictures and you look at what they claim is unpaid I have a bill that shows exactly how much was paid and they gave me a discount coupon. But all of my services were 100% completely and totally paid for in full as the bill shows everything was paid in full. I'm sick and tired of continuing to get bills from them with threats that they're going to go to my credit agency because this has been paid in full this has been disputed with them once before and they continue to act like they don't know that this has been disputed already and that this is already been deemed as paid by their own company on more than one occasion.
Business Response
Date: 02/11/2025
Response attached.
Initial Complaint
Date:01/17/2025
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 when my bridge cracked, I was quoted an exorbitant amount of money. I only asked to have my bridge replaced here and gum therapy. The did not accept my insurance so I decided to pay without it. After paying $3002.39 I had a new bridge ordered and a temporary one placed for the time being. The temporary bridge was quoted by other dentist as the worst work they ever seen. I was so embarrassed I didnt leave me house unless absolutely necessary until the new bridge came in. Before the new bridge came in I called and asked to have the temporary bridge worked on but was ignored entirely until I put a bad rating on their business. Once the permanent bridge was put in I told them my business is concluded and I wanted no further work due to their poor communication. Three months later I get a bill for $3521.67, for retainer crown all porcelain and pontic porcelain/ceramic. I didnt have a single crown installed by this company, a bridge is NOT a crown. How can a business accept my payment of three thousand dollars as sufficient, or else they stated they wouldnt do the work, and then contact me three months later demanding three thousand more dollars for services never rendered?This company is attempting to take more money from me than they quoted for this service. I never agreed to a six thousand dollar bill for a single bridge, that amount is absolutely appalling and fraudulent. A business cannot add thousands of dollars to a bill with no communication based on services they can not prove were rendered.Lastly, after seeing other dentist I was told Aspen Dental failed to spot three teeth which were infected and failed to remove a portion of my tooth during the bridge implementation which had to be forced through my gum in order to be removed since the bridge was cemented in place. I have documentation of these events if needed.
Business Response
Date: 01/28/2025
Response attached!
Initial Complaint
Date:01/08/2025
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 am a senior age 78. My healthcare insurance is ********************** Advantage. I have carried this same ins. for close to 10 years. I have worn dentures for about 50 years. When my bottom plate broke, I decided it was time to ***lace it. I picked Aspen Dental at random, and checked to make sure they were in my insurance's network, and the ***lacement would be covered. They said they are, and it would. I made the appointment, had the plate made and went back for 2 adjustments. It now fits, not great but I can live with it. This procedure occurred in September 2023. I had not heard from them till September 2024 when I got a bill for the entire procedure. So I called the number on the bill for if I had questions. The individual said the claim had been denied because it was not in force till 2024. I said that is a mistake, and I have had the same policy with the same company for close to 10 years. Of course I also asked why I received a bill almost a full year after the procedure. He had no answer for that question. He asked for my 2023 ins. info. and said he would follow up on it and get back to me in a few days. I did not hear back from him. But I did receive another bill the next month. So I went through the same process with a different ***resentative. Almost the exact same conversation. With this person assuring me she would get answers for me. Once again I never heard back. The next month I received a bill from a collection agency for Aspen Dental. I called **************** They said Aspen had never filed a claim. I finally decided to call my local office. The individual there said when they called my ins. they were told my coverage had not yet started. So, I called my ins. agent. She in turn called my ins. *** They told her Aspen had never filed a claim. I and my ins. agent will meet in person with the local Aspen *** next week to chat with my ins. *** while we are there in her office.Unless you want a head ache instead of a tooth ache, avoid Aspen Dental.
Business Response
Date: 01/09/2025
Response attached.
Customer Answer
Date: 01/11/2025

Complaint: 22781109

I am rejecting this response because: I have spent several hours trying to resolve this issue both with representatives who answer the phone when I called the number provided on the bill saying to call if you have questions, and the local office. Neither has done the simplest thing to resolve this issue. That is to simply bill my insurance company using the right insurance information. Which I have provided to at least 4 different "representatives" (3 at the central office, and 1 at the local office) since this saga began.
Now the company sends a form letter to appease the BBB. At this point "looking into it is not the correct response. Resolving it with the information provided multiple times is the correct response. And also telling your "representatives" who answer your phones to not lie to the clients would also be a correct step. Also billing the client's insurance *** when you say you will is also the correct response. And if by any chance there is an issue with an insurance claim, contact the client in a timely manner. Not 11 months after the service has been completed. And not following up with a "late" bill, and then an assignment to a collection agency without making an attempt to actually resolve the issue. My insurance company keeps records of every claim filed, including those rejected. I, and my insurance agent have called and talked to the insurance company, *****************, and they have stated Aspen Dental has never filed a claim.
I have asked Aspen Dental for any kind of proof they have filed, and their claim has been rejected. Both the central office "representative" and the local office have said they have no proof. Or they can't provide it.
Again. To satisfactorily resolve this issue, all they have to do is file a claim to my insurance company using my correct insurance information. Please understand, I have contacted the BBB only after several sincere and honest attempts to rectify this issue personally. Even to the point of enlisting my local insurance agent to contact ***************** to verify that they have not received any claims for coverage of me.

Sincerely, ****** ******
Business Response
Date: 01/13/2025
This complaint is under review.
Customer Answer
Date: 01/13/2025

Complaint: 22781109

I am rejecting this response because:
The response gives no indication of a time line of resolution. Nor does it provide information as to who is looking or the process. I believe this is just another "brush off".
As i reported in my original complaint, i have been told by 4 Aspen Dental "Representatives" over the past 4+ months that they would look into it and get back to me within a few days. One of them said "a week or two". I have yet to be content by any of those individuals.
Sincerely,

****** ******
Business Response
Date: 01/14/2025
This complaint is under review.
Customer Answer
Date: 01/14/2025

Complaint: 22781109

I am rejecting this response because:
This is the same response as the last time. Please require they provide more of a response than what appears to be an auto-response.

Sincerely,

****** ******
Business Response
Date: 01/24/2025
The office has been in regular contact with this patient. Most recently, the office called 1/13 and 1/14. A voicemail was left each time and then an email was sent in addition. On 1/15, the office spoke with the patient and explained to him the resolution. This matter is resolved.
Customer Answer
Date: 01/24/2025

Complaint: 22781109

I am rejecting this response because: I did receive a voicemail from ******* at the Meridian Aspen Dental on the 14th. I returned her call that day. She said they were "writing off" my bill. I said I didn't like that particular language on my credit report. She then said ok, we will just make your outstanding balance $0. I said that was acceptable. However, I would like some kind of written verification of that solution. I have not yet received that written verification.
My insurance agent said she has had those kinds of statements from that company in the past and it has not been followed through.
This issue is not resolved until I receive written verification of *******'s statement. I am still waiting for that verification.
Sincerely,
****** ******
Business Response
Date: 01/27/2025
I will reach out to the office to send you a copy of your account ledger.
Customer Answer
Date: 01/27/2025

Complaint: 22781109

I am rejecting this response because: I will accept the response once this issue is resolved. As soon as I receive any one of the following items from Aspen Dental (central office, or local office):
1) Written visible proof Aspen Dental actually filed a claim to my insurance, and was turned down.
2) Written statement from Aspen Dental that my account is closed with a $0.00 balance.
Please, no more delays or excuses. Just make this right. I am running out of patience.

Sincerely,

****** ******
Business Response
Date: 01/28/2025
Please allow additional time.
Initial Complaint
Date:01/03/2025
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.
My wife and I visited this Aspen Dental location (***************************************************************************************) for a routine cleaning. I only agreed to have my teeth cleaned after the Office Manager confirmed three times that our insurance would fully cover the procedure. I informed them that my wife cannot receive any medication, including oral ones, as they could cause life-threatening interactions with her current medications, as directed by her doctor. To our shock, they applied ******* antibiotics to our teeth without our consent. They made us sign an empty form just in case, and they completed the forms as part of the initial package afterward. A couple of months later, we were surprised to receive bills for the antibiotics one for myself and one for my wife. They knowingly put my wife's life in danger and subsequently billed us for it. When I called, they removed the bill for my wife since they knew they were in the wrong but still left us with over $1,900 in bills. They claimed our insurance would not cover the antibiotics that we did not agree to receiving due to some unspecified rule. We live paycheck to paycheck, and the office has threatened to send our bill to collections. When we called them, the office manager stated that we need to contact the insurance to appeal the case!I simply wanted a cleaning, but I was coerced into getting antibiotics and was left with an unaffordable bill, all while my wife's health was jeopardized. I am appalled by the carelessness of this office and will never return to any Aspen Dental location again.
Business Response
Date: 01/06/2025
Response attached!
Initial Complaint
Date:01/03/2025
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 for a free consultation and now they are changing me $125 did not say it when I was leaving
Business Response
Date: 01/06/2025
Response attached!
Initial Complaint
Date:12/23/2024
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.
They sent a bill 11 months after services. Ive paid every time I went and they keep adding charges. They already butchered my mouth and I refuse to give another cent!!
Business Response
Date: 12/26/2024
Response attached!
Initial Complaint
Date:11/13/2024
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.
I agreed with Aspen Dental to accept their recommended services during my routine cleaning visit based on their manager's guarantee that my out-of-pocket cost for all these services would be $4653.00. These services were done in 2023 and now they are demanding that I pay additional $5039.80 in addition to paying my agreed $4653.00. If they were not able to collect any other payments from Insurance companies, they have to go after them. I have attached my correspondences with their main office for your reference.
Business Response
Date: 12/03/2024
Response attached!

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Aspen Dental is NOT a BBB Accredited Business.