Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aspen Dental

  2226 Missouri Blvd Jefferson Cty, MO 65109

• 

  Aspen Dental

  2910 Trimble Rd Ste 109 Columbia, MO 65201-7126

• 

  Aspen Dental

  2226 Missouri Blvd Jefferson City, MO 65109-4727

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:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the office to figure out my options for my teeth. I was told about a procedure I wanted to get done. I sat with their financial personnel and discussed the procedure. I was told it's going to cost $9051.00, and since I couldn't afford that I asked if they offered a payment plan. She then showed me 3 payment plans and I picked the best one that paid it off the fastest. I was told it was a 6 month process that involved extracting my teeth, letting them heal for 3 months and then get the implants inserted, let them heal for 3 months and then I would get my good denture implants. And since I got approved for the payment plan that I would only need $1900 down and we can schedule the procedure. So I get the money, schedule the procedure and have my teeth extracted. I'm given my temporary dentures and told to come back in 2 weeks for an adjustment to them. So when I go back for that I ask when are we going to schedule a date to put my implants in and I was told it just depends on when I can afford them. So I'm like what are you talking about I already paid! Then I'm told if I want the rest of the procedure done I need to pay another $4444.00. And that technically I can get the implants put in now if I paid for it. That was never mentioned or discussed whatsoever! Literally no talk of it at all when I signed the contract to do it. There's like 30 different charges with all long dental terms and I signed my name off the strength of the conversation I just had with their staff, and in that conversation there wasn't a word spoken about how after paying the $1900 that I would have to pay any other money except the payment plan monthly payments. I am absolutely furious because I wouldn't have moved forward on doing the procedure yet if I would have known that. I absolutely hate the dentures and thought I would only have them for 6 months while everything is healing but now find out it's going to be until I come up with another $4444.00. I would have never done it.

  Business Response

  Date: 05/20/2025

  Hello, Please find attached response.  Thank you. 

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/27/2025 I had a tooth break on my denture last evening while eating a salad. I went to Aspen Dental this morning. They told me I have an outstanding bill of ******* from 2023.( that was the discount they gave me) . I told them I paid everything prior to my procedure. They also told me that they would hold my top denture ( the broken one) until I paid the outstanding balance. I said bs and took it. I went home and got all my information showing paid in full but they would not except it. Stated they had to send it to regional manager. I asked them why did I not receive a bill if it was owed. They had no answers.

  Business Response

  Date: 03/31/2025

  Response attached.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 I had a major dental surgery at Aspen Dental. I paid all my co-pays and the surgery went fine. I had to have an upper and lower partial made. Several months later, I received a phone call from a gentlemen saying he was the assistant practice manager and I had a balance of $900 and they were sending it to collections. I explained that I had never received a bill, been told at any follow up appt that money was owed. I was told by the practice manager that I would not be sent to collection. After providing documentation from my insurance company and many conversations between the assistant practice manager and I, I was told that the situation was resolved and nothing else was due. In Jan of 2025, my upper partial broke, I contacted the clinic and was told that the piece was under warranty and it would be replaced. Upon arriving for my appointment, I was told (in the lobby, in front of other patients) that I owed $900. After speaking with the practice manager, I was told that my insurance company sent me a check and I cashed it. I was not sent a check and I did not cash it, confirmed by my insurance company. I was told that I could be seen that day and measured/scanned for a new partial. When I was done being seen, I asked if I needed to see the manager again, I was told no. I went back to pick up the partial 2 weeks later and was again told that I owed $900, asked to speak with the manager and was told I would be seen. The partial was made out of a material that I am unable to wear. So I asked that it be remade out of the same material that I currently have. A new appt was scheduled for 2 weeks later. The day of the appt, I was told that no appt existed and that they were not going to remake the partial (under warranty) bc it costs them money and I owed $900. I have never been given a bill, I have proven that I do not owe this money and now I have a broken partial, causing ulcers in my mouth and the no one at the practice will return my calls.

  Business Response

  Date: 03/13/2025

  March 13, 2025 
  
  RE: Acknowledgment of Complaint Case No. ********
  
  Dear **********
  
  We are writing to acknowledge receipt of the complaint filed by ***** ******* regarding their 
  experience at the Aspen Dental branded practice located at *************************************************;
  which is independently owned and operated by FORMANEK DDS LLC. 
  
  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.

  
  Sincerely,
  
  ****** ********
  Risk Specialist, Liability Claims
  **********************
  

  Customer Answer

  Date: 03/14/2025

  Complaint: 23049276
  
  I have reviewed the business' response and am rejecting it because:

  I have left messages for the regional manager and the dentist and have not heard back from anyone. This issue is not resolved and no steps have been made to do so.

  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/14/2025

  This complaint is under review.

  Customer Answer

  Date: 03/17/2025

  To date, I have not heard from the business. There is no effort being made to correct the issue

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction at Aspen dental was 11/20/24. I had a wisdom tooth removal and on the day of I paid 450 dollars with the combination of what my insurance paid. On November 6, 2024. I had a consultation with Aspen dental about a wisdom tooth removal. I gave them my insurance information and they told me that with the combination of my insurance all I would owe would be $450. Two weeks after the procedure I received a bill for $550 more. I then called my insurance company and asked about the charge and they said that Aspen dental did not do a preliminary discussion with the insurance company to figure out the actual amount how much I owed. My concern is that they told me all I would owe would be $450 and they did not know for sure exactly themselves, so they lied to me. I work for $16 an hour 40 hours a week and Im a full-time student and I cannot afford the added bill and I do not feel like I should be responsible for it because they did not disclose the extra cost. If I would have known I would owe any more money on top of the $450 I wouldve not have done or gone through with the operation. I have contacted both insurance company and Aspen dental and it appears to be Aspens fault for not making me aware of the extra cost and telling me that is all Im owed. Im just asking for things to get compensated because I do not have the extra money. This really affects me because Im in the process of getting my life together and getting my credit back together please help this is not OK.

  Customer Answer

  Date: 12/20/2024

  I wanted to add these photos because I talked to my insurance company and they said there was no pre-determinations to know my exact balance after what my insurance covered so they did not make me aware of the actual price and made me think I only had to pay the $450 that day and that was it so I wanted to send some kind of documentation showing they never did no kind of predetermination.

  Business Response

  Date: 12/26/2024

  12/26/2024

  
  

  RE: Acknowledgment of Complaint Case No.22709125

  
  

  Dear Sir/Madam,

  
  

  We are wring to acknowledge receipt of the complaint ?led by ***** ****** regarding their experience

  at the Aspen Dental branded pracce located at ************************************** which is

  independently owned and operated by ******* DENTAL LLC.

  
  

  Upon receiving the complaint, the o?ce that treated the paent will iniate an internal review of the

  issues raised. A team member from that o?ce will then be reaching out directly to the paent to discuss

  the details of the complaint and work towards a mutually agreeable soluon.

  
  

  We appreciate the ********************'s role in facilitang communicaon between consumers and

  businesses and take this maer seriously. Rest assured that we will make every e?ort to recfy the

  situaon and provide a posive outcome for the paent.

  
  

  
  

  
  

  If you have addional quesons, please do not hesitate to contact me. Thank you for your aenon to

  this maer.

  
  

  
  

  
  

  Sincerely,

  
  

  
  

  
  

  ***** ******

  
  

  Manager, Regulatory Relaons

  
  

  Aspen Dental

  
  

  On behalf of ******* DENTAL LLC

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Product 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 all of my teeth pulled end of April for denture. I was suppose to get my permanent ones. When it was time to receive my new dentures they had to do a remake and I didn&#**;t get my dentures for six months. I called them at the end of March 2024 for a refund on my lowers. I went into the office in April returns dentures and signed the paperwork for my refund of $2500.00. I went back again in May and resigned the same paperwork for my refund of $2500.00. As of Aug 5, 2024 I still haven&#**;t receive my refund of $2500.00.

  Business Response

  Date: 08/06/2024

  Response attached.

  Customer Answer

  Date: 08/08/2024

  Complaint: 22095252
  
  I have reviewed the business' response and am rejecting it because:
  It is unacceptable that I am continually being told to just wait. It is my opinion that the if the dentist had noticed the bone loss in my jaw the whole issue with the lower denture could have been avoided 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/09/2024

  This complaint is under review.

• Initial Complaint

  Date:07/16/2024

  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.

  I had a scheduled appointment for work to be done on my teeth and I had already paid $900 for this procedure. When I went in to my appointment I was told I owed $900 and they are unable to explain to me where the $900 I already paid for went. According to their paperwork everything I&#**;ve been told has been a lie.

  Business Response

  Date: 07/18/2024

  
  July 18, 2024
  
  RE: Acknowledgment of Complaint Case No. ********
  
  Dear ********** ********** are writing to acknowledge receipt of the complaint filed by ********************************* regarding their
  experience at the Aspen Dental branded practice located in ********, ** which is independently
  owned and operated by ******* DENTAL LLC.
  
  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.
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair 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 in August 2023 for a tooth that broke around June of 2023. This was to put a bridge in and a back lower left molar was pulled as well. My understanding was my insurance paid 50%. I made two payments to Aspen Dental on these dates:08/05/23 ASPEN ***************************** ******** 08/22/23 ASPEN *************************, ** ****** After I paid on August 22nd I thought my part was done. I had no further communication from Aspen until I got a bill on February 9th, 2024 for $1,832.50. There was a "pay it now" discount of $1,466. I paid on this date: 02/17/24 ASPEN DENTAL ******************** ******** When I inquired what had happened I was told my insurance had twice denied the claim. After claiming to "move some manual charges around" I was refunded $791:02/21/24 ASPEN DENTAL REFUNDS ***************-$791.00So I ended up paying another $675. after speaking to my insurance company I found Aspen had "forgotten" to report the broken tooth that was extracted, so they considered it a tooth lost before I was insured. I pursued a separate BBB complaint against my insurance company and they agreed to honor the claim reprocessing it on 3/5/2024 for $925.00 and sending check # ********* to Aspen.I've called Aspen a couple of times since then and they said they hadn't see anything. I feel they should have gotten the check some time ago and a refund is warranted for the amount from the insurance claim.

  Business Response

  Date: 06/27/2024

  Response attached.

  Customer Answer

  Date: 07/01/2024

  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.  I have received a refund from the Dentist's office.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started seeing this dentist in December and have noticed inconsistencies with the billing processes. I have four sheets of paper showing different price quotes. They had me sign up for a credit card and asked me to sign up for $5,000 credit. I had a temporary partial and a permanent partial and I was told by another dentist that it was awful work that was done. I would like to return both of these items as they weren&#**;t done correctly.

  Business Response

  Date: 05/24/2024

  Response attached.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in full for a full set of upper dentures in December 2022. I was to return to them in 6 mos to have my mold done for my permanent set. My daughter had a 18 hour brain surgery in Late May of 2023. She was in the hospital for 2 plus weeks. Upon return, I had to help her. She lost her eyesight in her left eye and developed Diabetes insipidus. She has 2 small children and her peripheral vision was impared. I called last week to schedule appt for fitting. Went to appt just for fitting. Took ** and told me the Dr. wanted to keep taking it. I was there and agreed to the ***** charge for a cancer screening. 45 minutes went by. This was 4.40 pm. I had to get back to my office to turn off computer and get to my daughter's place by 6pm. I asked the young lady why I was still waiting for a fitting and a consult for what was already established in 2023, The young lady was very kind and told me that she had to take it for the 3rd time. I just wanted the fitting. No procedures were to be done. I am filing a complaint with my insurance. I don't want to go back to the Aspen Dental Center in *********************. I want and need my fitting and it was my understanding that it was still covered. I want to resolve this immediately or I am contacting my insurance and the BBB..Please help me to resolve this. It was thousands of dollars, but cannot remember full amount but was told that I purchased the best set available. Thank you.

  Business Response

  Date: 04/04/2024

  Response attached.

• Initial Complaint

  Date:03/21/2024

  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.

  i had a partial made 11/1/23 they said they didnt take my insurance and it was ****** i paid it i called the insurance and they said they they paid ****** and my share was only ****** now the billing office keeps telling its still pending as you see they paid

  Business Response

  Date: 03/22/2024

  Response attached.

  We are writing to acknowledge receipt of the complaint filed by ************************* regarding their experience at the Aspen Dental branded practice located in **************, ** which is independently owned and operated by ******* DENTAL LLC.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

  Customer Answer

  Date: 03/26/2024

  Complaint: 21468111
  
  I am rejecting this response because:
  they did not address the issue if and when the office staff calls me with a happy medium then the case will be resolved as of now no  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/28/2024

  Hello i spoke to aspen dental in ************** today and they said no one spoke to them about the issue and they denied knowing anything about it 

  Business Response

  Date: 03/28/2024

  This complaint is under review.