Complaints

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:09/03/2024

  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.

  My name is ****** ******. I had an extraction done last year at Aspen Dental in Dalton Georgia. My Insurance company, *****, didn't recognize Aspen Dental as in the network, so ***** requested money back from Aspen and Aspen had my wrong address, but right telephone number, but Aspen never contacted me about the matter, and turned it into ****** and ****** collection Agency. The collection company called me about two weeks ago and I explained what Happened. I had ***** my insurance company call Aspen, and tell them that they made a mistake, and ***** sent in the amount owed, contract price, which is cheaper than what Aspen sent into collection. My insurance company. Aspen Dental want answer my phone call to confirm the got the check from ***** and confirm that they have sent a request to collection company for me to be removed.

  Business Response

  Date: 09/03/2024

  Response attached.

  We are writing to acknowledge receipt of the complaint filed by ****** ****** regarding their
  experience at the Aspen Dental branded practice located in Dalton, GA which is independently owned
  and operated by ******* ***.
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient to discuss
  the details of the complaint and work towards a mutually agreeable solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.
  

• Initial Complaint

  Date:04/10/2024

  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.

  Company is billing me for the wrong thing and will not fix my bill. I have try to reach office manger since March with no success. Front desk worker tells me only office manager is allow to do corrections. I talk to the billing department of aspen and they told me the correction has to come from the store. I have now received two bills. One for February and one for March

  Business Response

  Date: 04/12/2024

  Response attached!

  We are writing to acknowledge receipt of the complaint filed by ****** ****** regarding their experience
  at the Aspen Dental branded practice located at Dalton, GA which is independently owned and operated
  by ******* ***.
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient within
  the next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.

• Initial Complaint

  Date:11/02/2023

  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.

  On 1/17/2023 Aspen performed 14 upper teeth extractions plus new upper and lower dentures. Aspen charged me a total of $6,695.50 (even though I had dental insurance at the time Aspen charged me as if I didn't) which had to be paid in full before they would do the work. In February ******* insurance sent me a statement with a breakdown of the work done, fees for each task performed, and negotiated fees for each task performed. According to ******* I should have been charged no more than $1,960 for the services. Although I am due a reimbursement of approximately $4,735.50 (******* agrees on this same amount) all Aspen has been willing to offer is $3,465.50. I filed a grievance through ******* on Aspen on 6/15/2023 over the matter which is still ongoing.

  Business Response

  Date: 11/02/2023

  Response attached.

  We are writing to acknowledge receipt of the complaint filed by ******* ***** regarding their
  experience at the Aspen Dental branded practice located in Dalton, GA which is independently owned
  and operated by ******* ****
  
  Upon receiving the complaint, the office that treated the patient will initiate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the patient within the
  next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  solution.
  
  We appreciate the Better Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every effort to rectify the
  situation and provide a positive outcome for the patient.
  
  If you have additional questions, please do not hesitate to contact me. Thank you for your attention to
  this matter.

• Initial Complaint

  Date:08/25/2023

  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 had a doctor's appointment on 6/27 and had a full mouth X-ray After that I was taken to the back for the do for the doctor to evaluate the work that needs to be done. They gave me a treatment charge of $2,678 when I asked for an itemized bill for the treatment they would not give me one. I went online and checked my insurance how much the process cost and it's roughly $400. I’ve also asked them for my x-ray and the refuse to give them to me. I would need them to mail me my X-ray because I will be going to another dentist and they now want to charge me for another set.

  Business Response

  Date: 09/05/2023

  Response attached.

  
  Thank you for the opportunity to respond to the complaint filed by ******** ********* on behalf of the
  Columbia, SC 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 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.
  

• Initial Complaint

  Date:06/28/2023

  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.

  I went to Aspen dental to get dentures. I have a primary insurance and a secondary insurance with delta. They advised me I will need to file the secondary myself. I am fine with that. I need an invoice so I can do it. I have made numerous requests with no luck. I get no call backs, I get told computer issues. All I want is a invoice so I can filed my claim

  Business Response

  Date: 07/18/2023

  attached is response

  Thank you for the opportunity to respond to the complaint filed by ***** ********* on behalf of the Dalton,
  GA Aspen Dental branded practice, owned and operated by ******, LLC. 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.
  Sincerely,  

  Customer Answer

  Date: 07/18/2023

  
  
  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,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/31/2023

  Type:Billing 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.

  First Dental appt 5-25-2022. 2 options given for the care I needed. 5100.00 my out of pocket cost, even with insurance.. cost paid. I was told I would have 2 implants, peridonial care, tooth extraction and partial. Care begin, one peridonial treatment completed. I was told 3-9-2023 I had only one treatment because of their error. Second implant post couldn't be installed after 2.attempts, I opted out after that, and requested a refund, 2-8-2023. I was only refunded 940.10, even with less care I was charged 4100.00, plus a bill for 587.00 dated 2-7-2023. I was over charged for the care I received. Why was I sent a bill after a refund given when funds had been paid up front. This company say/tell you one thing and then up charge you for services. 4700.00 for what I received is unbelievable. The 587.00 supposedly office visit is to cover for the treatment I didnt receive. That charge should have been included in the implant fees.. Bait you in and switch prices.How can the price be almost the same with less care.

  Business Response

  Date: 04/09/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by
  ******* ***** on behalf of the Dalton, GA Aspen Dental branded practice, owned and operated by Ansana
  LLC.  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 Answer

  Date: 04/27/2023

  I have not heard anything from them but I did receive another bill.

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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 had a scheduled cleaning on April 25, 2022. My insurance had changed but I checked the network and the same name they operate under, Ansana LLC, was in network. I arrived, gave my insurance card, and went back to be seated for the cleaning. A staff member came back and let me know I was now out of network, I opted to not get the cleaning and left. I have received an itemized bill for cleaning and fluoride treatment for three months now. For the first two months I called the office and was assured it would be removed and no further action was necessary. At this point this is harassment, it can affect my superior credit rating I have worked hard for, and I have had enough. They cannot bill me for services I did not receive. They cannot bill false claims to insurance and I’ll be damned if they are going to send false claims to me for payment. I want this handled immediately by someone in their billing office who is competent, I want no more bills, I want a written assurance there will be no reporting of unpaid unfounded claims to any credit agencies.

  Business Response

  Date: 08/22/2022

  Response attached. 

  Customer Answer

  Date: 08/24/2022

   
  
  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,
  
  ********* *****