Business Profile
Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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:11/14/2024
Type:Delivery 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 October 22, 2024, I visited Aspen Dental in Towson Maryland for an x-ray. I pay an annual membership fee which entitles me to exams and X-rays at Aspen Dental. In the past week, I have contacted the business to access my x-rays, as I currently require an emergency dental surgery. No dentist will agree to operate unless they can review my x-rays first. Unfortunately, Aspen Dental has been unresponsive. I have called 7 times and left several voicemails, but I have yet to hear back. It is of the utmost importance that I receive my x-rays as soon as possible. Any assistance would be much appreciated.Business Response
Date: 11/27/2024
Response attached. I will ensure the records request is expedited immediately.Initial Complaint
Date:03/11/2024
Type:Service or Repair IssuesStatus: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.
Called several times to get appointment for my father he paid over 700 on 7 cavities that needed to be filled. The dentist only filled 4 as for he said work couldn't be finished he was concerned about my dad's copd being sensitive. However the staff is very friendly. I just want this job to be completed. After the paid job is done I will find another dentist closer to homeBusiness Response
Date: 03/13/2024
Response attached.Customer Answer
Date: 03/14/2024
As long as he has work done he paid for 7 cavities that needed to be filled over 700 4 was done. Understanding that his copd was a concern however there should be no more extra cost. I'm going to look into a new dentist that's closer to home as well. 1st this work should be completedCustomer Answer
Date: 03/18/2024
Just called left message I am going to have dad to go to New dentist. They need all his records and x-rays. The fax number is **********
Email is *************************************************** please send records and x-rays a.s.a.p so I can move forward and make appointment with them. Please let me know when this process is done
Customer Answer
Date: 03/18/2024
Enclosed hopefully showed as for doing over phone is the receipt of the 7 cavities that was charged 4 was filled 3 was left to be needed done. Would like refund for job not done as well so that should be 300 refundedCustomer Answer
Date: 03/19/2024
Called this morning left another message about sending all my dad's records and x-rays to his new dentist I gave info on machine fax number and email to send to. If it can be done a.s.a.p greatly appreciate so I can move forward with making appointmentBusiness Response
Date: 03/21/2024
This complaint is under review.Business Response
Date: 03/21/2024
This complaint is under review.Customer Answer
Date: 04/03/2024
I like to know when my father will get his refund from 4 cavities not done???..I keep asking with 0 responseBusiness Response
Date: 04/03/2024
Claims are still pending as additional information was sent. We will follow up with insurance in another month.Customer Answer
Date: 04/03/2024
Called Beltway dental was told emails was sent however was a secure login and they can't login need everything sent again minus the secure login. If you like to call the number is ********** probably be best to fax the number is **********. Please let me know as soon as this process is completed
Business Response
Date: 04/08/2024
Claims are still pending as additional information was sent. We will follow up with insurance in another month.Customer Answer
Date: 04/15/2024
Still waiting for records, x-rays to be sent to my dad's dentist office. He needs yo be seen. Waiting for refund as wellCustomer Answer
Date: 04/18/2024
I understand if busy..however I was told that NON secure paperwork will be sent I contacted ******* twice asked if it was done?? No response. I'd like this to be done A.S.A.P so I can move forward and get dad an appointment would like to be notified once it's doneInitial Complaint
Date:05/16/2023
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.
Had an appointment in January 2023 and was referred to a periodontist found a periodontist and had an appointment with them on may 16,2023 and was told by the periodontist to bring X-rays that Aspen did not when I saw them in January insurances only pay for x-rays every 6 months I been trying to get them to send my x-rays over since April 25th when I came with my daughter was told manager wasn’t there and that to get them when I bring my son that next week when that week came was told the system was down and here it is may 16 and still don’t have my x-rays now I have to pay out of pocket to get some more x-rays done and they need to reimburse meBureau Response
Date: 05/17/2023
Julie ******
Aspen Dental
**** * ***** ** *** ****
****** ** *****
Dear Julie ******:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 5/16/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Lakisha ********* *********** **
********** ** *****Daytime Phone: ###-###-####
E-mail* ********************The details of this matter are as follows:Complaint Involves:
Refund Or Exchange IssuesCustomer’s Statement of the Problem:
Had an appointment in January 2023 and was referred to a periodontist found a periodontist and had an appointment with them on may 16,2023 and was told by the periodontist to bring X-rays that Aspen did not when I saw them in January insurances only pay for x-rays every 6 months I been trying to get them to send my x-rays over since April 25th when I came with my daughter was told manager wasn’t there and that to get them when I bring my son that next week when that week came was told the system was down and here it is may 16 and still don’t have my x-rays now I have to pay out of pocket to get some more x-rays done and they need to reimburse me
Desired Settlement:
Other (requires explanation)
Refund; Not applicable
Bureau Response
Date: 05/17/2023
Lakisha ******
*** *********** **
********** *** *****
Dear Lakisha ******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 5/16/2023 against Aspen Dental. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 05/24/2023
Julie ******
Aspen Dental**** * ***** ** *** ****
******* ** *****
Dear Julie ******:This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 5/16/2023 and was assigned an ID of *********BBB forwarded you a complaint filed by Lakisha ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.
In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.
We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
We look forward to your prompt attention to this matter.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####CUSTOMER EXPERIENCE INFORMATION
Customer Information:
Lakisha ******
*** *********** **
********** ** *****
Daytime Phone: ###-###-####
E-mail: ********************
The details of this matter are as follows:Complaint Involves:
Refund Or Exchange Issues
Customer’s Statement of the Problem:
Had an appointment in January 2023 and was referred to a periodontist found a periodontist and had an appointment with them on may 16,2023 and was told by the periodontist to bring X-rays that Aspen did not when I saw them in January insurances only pay for x-rays every 6 months I been trying to get them to send my x-rays over since April 25th when I came with my daughter was told manager wasn’t there and that to get them when I bring my son that next week when that week came was told the system was down and here it is may 16 and still don’t have my x-rays now I have to pay out of pocket to get some more x-rays done and they need to reimburse me
Desired Settlement:
Other (requires explanation)
Refund; Not applicable
Additional Comments from Consumer:Business Response
Date: 06/06/2023
Response attached.Bureau Response
Date: 06/06/2023
Lakisha ******
*** *********** **
************ *****
Dear Lakisha ******:
This message is in regard to your complaint submitted on 5/16/2023 against Aspen Dental. Your complaint was assigned ID *********BBB has received a formal response
from Aspen Dental. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
Response attached.Customer Answer
Date: 06/06/2023
Complaint: ********
I am rejecting this response because: I been back and forth with them since April 25th the last time I contacted them which was may 16th when I was at my appointment with the periodontist the manager was supposed to call me back and never did when I visited them in April they referred me to a periodontist I didn’t just go anywhere else myself which the periodontist wanted my x-rays and insurance rules are you are allowed 1 x-ray every 6 months so therefore I had to pay for the periodontist to do more x-rays because aspen refused to give me my x-rays they did
Sincerely,
Lakisha ******Bureau Response
Date: 06/08/2023
Julie ******
Aspen Dental**** * ***** ** *** ****
****** ** *****
Dear Julie ******:
This message is in regard to a complaint submitted to the BBB about your business on 5/16/2023 by Lakisha ******. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?
We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
How do I see the new information?
If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
What should I include in my response to the consumers rebuttal?
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM CONSUMER:
Complaint: ********
I am rejecting this response because: I been back and forth with them since April 25th the last time I contacted them which was may 16th when I was at my appointment with the periodontist the manager was supposed to call me back and never did when I visited them in April they referred me to a periodontist I didn’t just go anywhere else myself which the periodontist wanted my x-rays and insurance rules are you are allowed 1 x-ray every 6 months so therefore I had to pay for the periodontist to do more x-rays because aspen refused to give me my x-rays they did
Sincerely,
Lakisha ******Bureau Response
Date: 06/16/2023
Julie ******
Aspen Dental**** * ***** ** *** ****
****** ** *****
Dear Julie ******:
This message is in regard to a complaint submitted to the BBB about your business on 5/16/2023 by Lakisha ******. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
How do I see the new information?
If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
What should I include in my response to the consumers rebuttal?
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM CONSUMER:
Complaint: ********
I am rejecting this response because: I been back and forth with them since April 25th the last time I contacted them which was may 16th when I was at my appointment with the periodontist the manager was supposed to call me back and never did when I visited them in April they referred me to a periodontist I didn’t just go anywhere else myself which the periodontist wanted my x-rays and insurance rules are you are allowed 1 x-ray every 6 months so therefore I had to pay for the periodontist to do more x-rays because aspen refused to give me my x-rays they did
Sincerely,
Lakisha ******Business Response
Date: 06/27/2023
This case is still under review.Bureau Response
Date: 06/29/2023
Julie ******
Aspen Dental**** * ***** ** *** ****
****** ** *****
Dear Julie ******:
This message is in regards to complaint ID ******** filed on 5/16/2023.
Below are some points that BBB needs clarification on before moving forward.
Please specify how much longer it will be under investigation?
Please provide written clarification within 5 business days.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Once your correspondence has been received, BBB will continue the conciliation process.
Thank you for your prompt reply.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 07/26/2023
Julie ******
Aspen Dental
**** * ***** ** *** ****
****** ** *****
RE: Final Notice of Complaint
Dear Julie ******:This message is in regard to a complaint submitted to the BBB about your business on 5/16/2023 by Lakisha ******. This complaint was assigned ID *********Why am I receiving a "final notice" letter?Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.How do I take care of this?Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult orcomplex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.What information will be posted to the website?Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of yourexperience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.What will happen if I do not submit a written response?Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.What if I've already resolved the matter directly with the customer?Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATION
Customer Information:
Lakisha ******
*** *********** **
********** ** *****
Daytime Phone: ###-###-####
E-mail: ********************
The details of this matter are as follows:
Complaint Involves:
Refund Or Exchange Issues
Customer’s Statement of the Problem:
Had an appointment in January 2023 and was referred to a periodontist found a periodontist and had an appointment with them on may 16,2023 and was told by the periodontist to bring X-rays that Aspen did not when I saw them in January insurances only pay for x-rays every 6 months I been trying to get them to send my x-rays over since April 25th when I came with my daughter was told manager wasn’t there and that to get them when I bring my son that next week when that week came was told the system was down and here it is may 16 and still don’t have my x-rays now I have to pay out of pocket to get some more x-rays done and they need to reimburse me
Desired Settlement:
Other (requires explanation)
Refund; Not applicable
Additional Comments from Consumer:
Complaint: ********
I am rejecting this response because: I been back and forth with them since April 25th the last time I contacted them which was may 16th when I was at my appointment with the periodontist the manager was supposed to call me back and never did when I visited them in April they referred me to a periodontist I didn’t just go anywhere else myself which the periodontist wanted my x-rays and insurance rules are you are allowed 1 x-ray every 6 months so therefore I had to pay for the periodontist to do more x-rays because aspen refused to give me my x-rays they did
Sincerely,
Lakisha ******Bureau Response
Date: 07/31/2023
Julie ******
Aspen Dental
**** * ***** ** *** ****
****** ** *****
RE: Final Notice of Complaint
Dear Julie ******:This message is in regard to a complaint submitted to the BBB about your business on 5/16/2023 by Lakisha ******. This complaint was assigned ID *********Why am I receiving a "final notice" letter?Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.How do I take care of this?Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult orcomplex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.What information will be posted to the website?Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of yourexperience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.What will happen if I do not submit a written response?Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.What if I've already resolved the matter directly with the customer?Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATION
Customer Information:
Lakisha ******
*** *********** **
********** ** *****
Daytime Phone: ###-###-####
E-mail: ********************
The details of this matter are as follows:
Complaint Involves:
Refund Or Exchange Issues
Customer’s Statement of the Problem:
Had an appointment in January 2023 and was referred to a periodontist found a periodontist and had an appointment with them on may 16,2023 and was told by the periodontist to bring X-rays that Aspen did not when I saw them in January insurances only pay for x-rays every 6 months I been trying to get them to send my x-rays over since April 25th when I came with my daughter was told manager wasn’t there and that to get them when I bring my son that next week when that week came was told the system was down and here it is may 16 and still don’t have my x-rays now I have to pay out of pocket to get some more x-rays done and they need to reimburse me
Desired Settlement:
Other (requires explanation)
Refund; Not applicable
Additional Comments from Consumer:
Complaint: ********
I am rejecting this response because: I been back and forth with them since April 25th the last time I contacted them which was may 16th when I was at my appointment with the periodontist the manager was supposed to call me back and never did when I visited them in April they referred me to a periodontist I didn’t just go anywhere else myself which the periodontist wanted my x-rays and insurance rules are you are allowed 1 x-ray every 6 months so therefore I had to pay for the periodontist to do more x-rays because aspen refused to give me my x-rays they did
Sincerely,
Lakisha ******Business Response
Date: 08/03/2023
A response letter was mailed to the patient on 7/17/23.Bureau Response
Date: 08/03/2023
Lakisha ******
*** *********** **
************ *****
Dear Lakisha ******:
This message is in regard to your complaint submitted on 5/16/2023 against Aspen Dental. Your complaint was assigned ID *********BBB has received a formal response
from Aspen Dental. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
A response letter was mailed to the patient on 7/17/23.Bureau Response
Date: 08/03/2023
Lakisha ******
*** *********** **
************ *****
Dear Lakisha ******:
This message is in regard to your complaint submitted on 5/16/2023 against Aspen Dental. Your complaint was assigned ID *********BBB has received a formal response
from Aspen Dental. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
A response letter was mailed to the patient on 7/17/23.Bureau Response
Date: 08/08/2023
Julie ******
Aspen Dental
**** * ***** ** *** ****
****** ** *****
Re: ID * ******** * Lakisha ******
Dear Julie ******:
Thank you for your recent response to Lakisha ******. We have not yet heard from the consumer and are closing this case as answered.
Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 08/08/2023
Lakisha ******
*** *********** **
********* ** *****
Re: ID # ********* Aspen Dental
Dear Lakisha ******,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
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