Dentist
Aspen Dental - Gurnee, ILThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 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:07/08/2025
Type:Billing 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 made an appt. w/ an AD *** for a cleaning on 5/10/24. I told the *** I was pregnant and asked if I needed to provide anything due to my condition. She said no. When I showed up on 5/10/24 I was told I needed to submit a form from my doctor and would need to reschedule. They took my insurance (****). At the rescheduled meeting on 5/17/24, I was told they couldn't do a cleaning without x-rays and an exam. I said I only wanted a cleaning; they said this was required. The X-rays and exam took only a few minutes, but the dentist said we don't have time for a cleaning due to the office closing soon; please reschedule. She gave a quote for a deep cleaning of over ********. The receptionist took my insurance card (****) again and gave it back, then asked for it again because she couldn't find it. This happened multiple times during the appointment. Finally, the receptionist's manager said she found my insurance and would take care of filing it. I didn't hear from AD until I received a bill dated 3/28/25 stating I owed $442.00. I called and asked why it cost so much and was told they filed a claim with *****. I advised that it was the wrong insurance and provided my insurance information (****) again. I spoke with **** on 5/6 and told him I was concerned about the bill going to collections while they refiled the claim. He said it wouldn't. I called and spoke with ******* on 5/20/25. She said the claim still hadn't been filed but that my account wouldn't go to collections and that ******, the regional manager, would call me back with an update by 5/29. I never received a call from AD but received a text on 6/23 from ***, a debt collector. I spoke w/ **** from AD on 7/8 and asked if the claim had been filed. He said not yet, it will be done tomorrow, but there is nothing they can do about it being sent to collections. I do not want my credit negatively impacted. AD is billing me for a service I didn't ask for and never provided the cleaning I requested. It feels unprofessional and nontransparent.Business Response
Date: 07/11/2025
Please find attached response. Thank you.Initial Complaint
Date:08/28/2024
Type:Product 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 2022 I signed up for clear aligners with Aspen Dental in ******, **. I was responsible for $1,953 and the remaining $2,095 was to be paid for by my insurance.They but these buttons on your teeth that the clear aligners clip into. Every week I had to go in to get them replaced because they kept falling off. So not only were my teeth not moving, I was taking time off work for these appointments and dealing with long wait times every time I went back in.After a month or so, I asked if I could receive a refund and stop the treatment because I couldn't afford to keep taking time off work. They graciously agreed, refunded my $1,983 and I thought I put it all behind me.That was until I received a $1,175.68 bill statement in the mail in December. When I called, they told me this was part of the portion that was billed to my insurance and they'd figure it out.In April of 2023 I received a $836.92 bill statement in the mail. I called once again and they repeated their answer. "This is an issue with insurance billing and don't worry it's not your bill. *** system still shows that you owe $0". Here we are in August of 2024, over two years since I received the initial refund, and I get a $338.88 bill in the mail.I called billing and they explained that the insurance company ended up paying their portion but they didn't pay the 50% that was originally estimated. So the remaining balance is $338.88. He was very nice and apologetic and said that he would call the ************* and that they would likely waive the bill.After a brief hold he told me that the office manager **************** decided that since it's a completely new staff and management since the time of my refund, he will not waive the payment.The billing department said that they are on my side and think I shouldn't have to pay but since the offices are all privately owned, ******* makes the call. I called the office directly and ******* was conveniently not available. I'm still waiting on that call.Business Response
Date: 08/28/2024
Response attached.Customer Answer
Date: 08/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The dentist office has reached out to me and waived the bill that was owed. This is satisfactory.
Sincerely,
***************************Initial Complaint
Date:03/22/2024
Type:Service or Repair 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.
Upon a visit on 12/28/23, I was told that my dental insurance (Cigna) didn't pay for a previous visit on 5/9/23 and I was REQUIRED to pay $319.00 for that previous visit. I requested proof that the claim had been denied and they informed me that while a claim had been filed, they had received no response from *****. I followed up with Cigna on 1/9/24 and was informed that they had never received a claim for services provided on 5/9/23. I then followed up with Aspen Dental billing department on the same day and was then informed that a claim had never been filed due to the fact that their computer systems were down for several days in the month of May '23. I requested that a claim be filed and that they indicate to Cigna that payment be sent to me since I had already paid for the services. I was told at that time that a claim would be filed. I have now had follow up calls with ***** on 3 occasions and have always been told that they still have not received a claim for that 5/9/23 service date. I have spoken with Aspen Dental on 1/9/24, 1/29/24, 2/6/24, 2/16/24, 3/1/24, 3/7/24, 3/12/24, 3/19/24 and 3/22/24 and have always been told that a claim had not yet been filed but that they would escalate the issue so that a claim would be filed within a couple of days, or within ******************************************************************* manager, but none are ever available. I have also been informed by the billing department that I have a $200+ credit on my account for previous overpayments, but that they cannot release it to me until the claim from 5/9/23 has been settled.Business Response
Date: 03/26/2024
Response attached.Customer Answer
Date: 04/01/2024
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. The full amount of $319.00 has been refunded to my Credit Card.
Sincerely,
*************************Initial Complaint
Date:03/03/2024
Type:Billing 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.
I paid for a crown in two payments. 1/3/23 was $1,116.60 and 1/12/23 was $744.40. They billed me for an additional $354.00. I phoned them on two occasions saying that I will not be paying this because I paid for the amount that was quoted to me on 1/3/23. Now they have a collection agency trying to get payment for $354.00 and probably affecting my credit score.Business Response
Date: 03/04/2024
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: 03/04/2024
Complaint: 21379846
I am rejecting this response because:
I have attached a document that has my account number, **********, next to my name. It also has a statement of ***************** Responsibility which I have paid. My birthdate is 2-8-1950. My address is listed on the attachment.
Sincerely,
*********************Business Response
Date: 03/05/2024
Response attached.Customer Answer
Date: 03/05/2024
Complaint: 21379846
I am rejecting this response because: The amount that I am disputing is $354.00. If you will note one document is from a collection agency. The other document is from my original agreement for the Patient Responsibility of $1,861.00. Please see documents attached. Thank you.
Sincerely,
*********************Business Response
Date: 03/05/2024
This complaint is under review.Customer Answer
Date: 03/13/2024
Complaint: 21379846
I am rejecting this response because: I paid $1,116.60 and $744.40 as per a document I already sent you. I am disputing $354.00 which Aspen Dental is saying I still owe. If you would please look up my communication history, you will see attachments supporting this. The last communication I got from BBB said that my case was under review. The company in question is Aspen Dental of ******, ********. My document clearly ****** Patient Responsibility and that is what I paid for a crown.
I do no want my case closed. Please help me in settling this dispute.
Sincerely,
*********************Business Response
Date: 03/13/2024
Please confirm your phone number and the best time to reach you. ********** has been unable to reach you on the phone.Customer Answer
Date: 03/13/2024
Complaint: 21379846
I am rejecting this response because: The only number I can be reached at is ************. I am on a driving trip till Aril 6. My phone doesnt allow for scam calls so if you provide me with the number that will call I will watch for it.
Sincerely,
*********************Business Response
Date: 03/13/2024
Please call the office at ************ option 2. They have called multiple times and sent you an email.Customer Answer
Date: 03/14/2024
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,
*********************Initial Complaint
Date:09/05/2023
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.
I was charged before the service was done and before the insurance paid thru part. Once the insurance paid the claim it shows I over paid by hundreds. I have tried contacting and get the run around. I keep getting told someone will call me or that they are processing the refund and I don't hear back so I have to constantly keep calling with no result. I just want my refund. I am owed sinced I over paid and thst also got paid by my dental insurance. This is not fair treatment and I shouldn't have to keep calling for something that should have been handled as soon as the insurance paid. So in reality they collected twice.Business Response
Date: 09/08/2023
Response attached.Initial Complaint
Date:06/02/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Scheduled a teeth cleaning appointment with Aspen Dental on Saturday, 05/27. They provided paperwork to fill out and explained their systems switched over so they had none of my information, I filled out paperwork. I was taken back for XRAYS and a dental checkup. The doctor came in and explained everything looked good, no cavities or any issues and that I just needed a cleaning with a hygienist. They told me they did not have a hygienist for the day and to wait in the room for someone to come in a schedule a follow up. I waited 20 minutes in the room before realizing that no one was coming to re-schedule me. So I left. I received a call 4 hours later - explaining how they were side tracked with another patient and did not forget about me. I said that is fine and we rescheduled for Wednesday @ 8 AM on 05/31. I went in and they again told me to re do all the paperwork i just filled out on Saturday. I explained I did this already and she said I needed to do it again anyways. As I filled out paperwork the receptionist then told me over the counter that I will owe $180 for the cleaning today. I was shocked and asked for a regular cleaning that costs $180? and she then went on to explain that it was a deep cleaning and my insurance does not cover it and it is mandatory. I declined and said I only want a normal cleaning that my insurance covers. ANOTHER woman from the front desk came and said that I have no choice and must get a deep cleaning because I have 'Bone loss" and "Periodontal disease." I have been going to this dental office for years and NOT ONCE have I been told I have Bone Loss or Periodontal Disease. I just saw the doctor that Saturday who said everything was fine. After explaining that the doctor never told me this the receptionist said "Its in our notes so their is nothing I can do" - I said okay I will be getting a second opinion. She said we can only do a deep cleaning today so I said I was leaving and finding another dentist office to switch too.Initial Complaint
Date:04/26/2023
Type:Product 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 Dental located in ******, **. beginning on March 03/02/2023. I've paid in advance through my bank 5/3rd Bank and credit line from *************** I paid in advance $1033.00. I no longer wanted to go with their services because of their service ways! My appointment was at a time that I left after 45 minutes later of not being seen from my appointment. I was told that the office manager would contact me about my refund, I still have not been refunded my money of $1033.00 from the original date. It is now 04/26/2023.************************* *************Business Response
Date: 05/16/2023
Response attached.Initial Complaint
Date:03/26/2023
Type:Product 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.
On 2/14/23 I went to Aspen Dental (*************************************************) to have all my teeth removed, and to have anchors put in for denture implants. I paid almost $14,000. The dentist only put in the bottom anchors because she said that I needed a sinus lift to put in the top anchors. I was given a set of temporary dentures, which have never fit properly. After the surgery, I could feel something sharp and extremely painful sticking a few cm out of my gums. I knew it wasn't normal so I decided to get a 2nd opinion at a dentist that specializes in implants. He was horrified at the job Aspen dental did. My advanced periodontal disease had caused massive deterioration of my lower and upper jaw bone to the point that I had very sharp shards of bone poking through my gums. He said what Aspen Dental should have done was sent me to an oral surgeon first to shave down the bone shards and do bone grafts to build the jaw bone back, so that there would be enough bone for the anchors. Secondly, the anchors were placed at an angle so that they weren't sitting in bone, and sat on top of my gums, which would eventually fail. He said they should have been placed straight down into my jaw bone and underneath the gums. I went back to Aspen and told them this. First they offered to send me to an oral surgeon to remove the anchors, but gave me the run around for weeks before they finally admitted that they didn't have an oral surgeon they contracted with. At this point I just wanted a refund on the incorrectly done anchors, as well as a refund for the services that I never received, since I had paid up front for future work that was needed to complete my implants. I wasn't even asking for the $800 I was paying to have the anchors removed. The office manager said that she would have to put in a claim, but said she had no idea how long it would take to get the refund. I've tried emailing her numerous times asking for the claim number, but she never responds. They owe me around $8,000.Business Response
Date: 03/28/2023
Response attached.
Aspen Dental - Gurnee, IL is NOT a BBB Accredited Business.
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