Business Profile
Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/04/2025
Type:Customer Service IssuesStatus: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.
In July 2023, I received a treatment which to my knowledge was pre-approved with my insurance. I paid my part, 50%, of the treatment the day of the treatment. In October 2024, over a year following the treatment, I received a bill for the amount my insurance was supposed to pay. When I called Aspen Dental customer service, I was told that my insurance did not cover the other 50% and that my bill will be sent to collections if I do not pay for it. I dont understand why I am charged this money as the service was over a year ago and I was verbally informed that my insurance is great and that they cover 50% of the treatment. Unfortunately, I do not have that insurance anymore either but I feel mislead and pressured I to the treatment as if I would have known I would have to pay 100% of the treatment, I would not have done it.Business Response
Date: 02/04/2025
Response attached.Customer Answer
Date: 02/10/2025
Better Business Bureau:On 02/10/2025, Aspen a dental contacted me via phone call and negotiated the remaining balance with me. Aspen Dental proposed to me that I pay half of the amount due ($165.50) and the remaining balance will be adjusted by Aspen Dental tomorrow, 02/11/2025.
Complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:09/18/2024
Type:Service or Repair IssuesStatus: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.
Dental office has made many mistakes on their behalf. Many scheduling issues and also employees (front office) who has been very combative with patients over the phone. Having to have a treatment done for health concerns this provider has made it difficult to get care. The providers are great however the front office girls they have scheduled have given horrible treatment to those. I have called many times and now when I call my phone number is being screened and I am placed on hold right away. I have called from my business phone where a lady answered the same girl I have spoken to placed me on hold on my personal phone actually picked up from the business number and hung right up. I currently have my line busy with both lines calling the dentist and was place on hold way before their lunch hour began. This location already charges for every bit of work you get which I have never had ever in life before but this is actually ridiculous! Its wrongfully done and it should be something done about the ladies at the front. (Not Reya) I was told that this location do not do email reminders also but was sent one. I was advised that they only do verbal communication however I never was called prior to the day of my appointment! At this time I am on my way to the dentist office and I am still on hold.Business Response
Date: 09/20/2024
Response attached!Initial Complaint
Date:09/11/2024
Type:Customer Service IssuesStatus: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.
Attend the ************ location and facility provided shot in mouth and left for an half hour without any notification and never returned to complete surgery. I have paid 60 percent of my bill and will like a full refund due to the facility not completing my surgery. One of the billing *** was also assisting with a cleaning in plain clothing. Is the even legal or ethical? I will be also filing a complaint with my insurance companyBusiness Response
Date: 09/12/2024
Response attached.Initial Complaint
Date:05/01/2024
Type:Customer Service IssuesStatus: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.
Every time I come to this location there is always a problem. They dont have any empathy when trying to rectify the problems they create. I do not live in the area and have to drive in the worst traffic to get here and they always end up canceling the appointment or dont check for insurance-This last time I am just super annoyed. Driving out here and not verifying insurance before a patient arrives is useless and sorry. They tell you everything is good on the phone and waste your time when you arrive. They dont try to help you solve the problem they just created or even apologize for the hassle. This place is horrible. I do not recommend it! I work in healthcare and this is the worst experience and customer service.Business Response
Date: 05/07/2024
Response attached!Initial Complaint
Date:02/20/2024
Type:Service or Repair IssuesStatus: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 into Aspen dental *********** located on ********************* in late November and they diagnosed a crown. I went in weeks later around mid December and got it prepped and was left in severe pain. The temporary was not fitted properly. Once I got the permanent crown in I was still in pain. I went back twice to get it re fitted and was still left in pain. The only solution ****************** of Aspen Dental ****** had left was a root canal. Seems to me they just want to diagnose more expensive procedures. Its been over two months now since the operation and it still hurts when I chew. I had to go see another dentist by the name of ***********************. She said the crown was definitely big and also found cement left between my teeth. She recommended that I definitely not get the root canal which makes me think I didnt need a crown at all as these diagnostics from Aspen have been monetarily driven. Now I am in chronic pain and the only solution Aspen dental has suggested at this point is more procedures (which will actually make the tooth bone more brittle over time as the root canal cuts off blood flow). I have contacted Aspen and they said they will not be giving me a refund. Before I went to Aspen I was not in pain. I went for a simple cleaning and now live in pain every single day simply because I trusted them. My new dentist is thankfully working with me to help maintain it, get the cement out of my teeth and fit it how it should be fitted. I would like a full refund if at all possible from Aspen. My new dentist looked at my other teeth and told me she couldnt imagine what kind of shape the one tooth that got the crown must have been in compared to my other teeth for them to recommend a crown as that is a last resort to save the tooth. Aspen dental has completely ripped me off, left me in pain, and now just want to do more expensive painful and dangerous operations to fix it that other professionals do not recommend.Business Response
Date: 02/21/2024
Response attached.Customer Answer
Date: 02/28/2024
Complaint: 21321509
I am rejecting this response because:
I have not been contacted by Aspen dental to reach an agreement. They have made no efforts to refund me or to call me despite the fact that they told me they would look into the case and be in touch with me.
Sincerely,
*********************Business Response
Date: 02/28/2024
This complaint is under review.Initial Complaint
Date:02/17/2024
Type:Service or Repair IssuesStatus: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.
Set up appt as an EMERGENCY for a very broken tooth with the nerve exposed. After one hour if waiting, **** came and took 20 xrays, and wanded my mouth fir a graphic image. The Doctor then came in and lectured me on a missing tooth, and that I should get an implant to replace the broken one. I asked if he could just remove the tooth, but told ne they have no time and issued an Antibiotic script for the pain. Thus was 2-15-2024. I have a heart condition that us exasperated by in infection like this. After numerious attempts at other offices it get it pulled, it has now been 4 days and I still have the tooth. This us blanten medical malpractice and deceptive advertising. They advertise 24 7 energency service, but all they do is want to sell you implants. They had NO intention of ever performing any emergency procedure.Business Response
Date: 02/19/2024
Response attached.Customer Answer
Date: 02/20/2024
Complaint: 21307281
I am rejecting this response because:If Aspen Dental is Providing web information that this a Emergency Dentist and you go in for an Emergency and they up sell you, Then the sites should REMOVE THAT INFO from the Internet and Store Fronts. That is the resolution I want. You could have killed me.
Sincerely,
***********************Business Response
Date: 02/20/2024
This complaint is under review.Initial Complaint
Date:02/05/2024
Type:Order IssuesStatus: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 ***************** offered a lifetime guarantee on the Comfylite dentures but refuses to honor that guarantee. Paid full price for this work & now they will not fix the issue. This company should not be allowed to continue with these deceptive practices.Business Response
Date: 02/06/2024
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!Initial Complaint
Date:12/31/2023
Type:Service or Repair IssuesStatus: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 a crooked business. It needs to be should down. Thousands of people have gone into debt to this worthless dentist corporation. The have repeatedly given defective dental work at high prices.my sons bridge came unglued the replaced it a d charged me for the new one. Ow the replacement is falling apart after two years,Business Response
Date: 01/02/2024
Response attached.Initial Complaint
Date:11/18/2023
Type:Sales and Advertising IssuesStatus: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 for teeth cleaning. At my appt X-rays were taken and the dentist did an exam. I had a slightly sensitive tooth and she said I needed a crown - no other options or discussions. I didnt know what was involved with getting a crown, it was never explained. I thought it was a tooth covering to help with sensitivity. After the exam I was ushered to the payment portion and I paid 60% of my almost ***** bill. I came for teeth cleaning. The NEXT day I came in for the cleaning and crown. The cleaning went fine. Then the dentist comes towards me with a needle for numbing. I asked why do I need numbing. She said the have to drill a little around the edges of my tooth so the crown would fit on top. After the drilling started I was so scared, I didnt understand what was happening. I stopped her but she explained that she already shaved my tooth down and the news turning back. 25 min later I realized my entire healthy tooth had been shaved down to a nub. I was devastated. I cried and was inconsolable in that office. I feel like I was raped, violated, deceived, tricked, and robbed. I went to the office for a cleaning and left with a crown - I had no complains of pain or discomfort. How does this happen? I was fit with a temporary crown and given verbal aftercare instructions. I was in shock, confused, and devastated. I left the office traumatized and had to return 2 hours later due to pain. An ibuprofen prescription was given to me. Two hours after that the temporary crown fell off. I have to go back first thing tomorrow. I feel this was upcharging. This procedure was NOT necessary. And whats worse it was never explained prior to nor were any other treatment options given. HORRIBLE!!! I will be seeking legal action against this dentist and this company.Business Response
Date: 11/20/2023
Response attached.Initial Complaint
Date:09/12/2023
Type:Service or Repair IssuesStatus: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.
Received implants at Aspin dental Waiting about 6 months.Then got snap in denture.Dentures kept breaking at implant Repair repair, repair a year or so.By the time the denture broke the first time the dentist had already moved from this office.So now Im dealing with another dentist that has no interest In fixing the problem. Because she didnt do it.I got appointment with with ***** manager she decided to try metal in denture.In which took 3 months to produce.Couldnt ware it they tried to get to fit But still didnt have a denture that is useable. Been without a denture for going on 4 months now.Wish I would have never believed they was capable of doing this!!!!!!Business Response
Date: 09/14/2023
Response attached.Customer Answer
Date: 09/15/2023
Complaint: 20589840
I am rejecting this response because: I have been without dentures sense
June 15 have missed work a number of times
just to be jerked around with one excuse after another
Totally dissatisfied with the service I have
Received.
4 months have past and have not cared about satisfying
The customer.
Full refund is what I agreed to!!
Sincerely,
***********************Business Response
Date: 09/15/2023
This is currently under review.
Aspen Dental is NOT a BBB Accredited Business.
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