We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/27/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My ***************** paid the bill and has send them proof that they have paid it. They turned the account over to collections. They say they can see where they received the payment but do not know which account it was posted to. I am getting calls from a collection agency wanting payment for a bill that I do not owe and that they have been paid for. I have contacted the local office as well as their corporate office several times on this and they says they have opened a ticket with in their system but this has been going on since. May of 2024 and still no resolution and I am still getting harassed by the collection agency they hired.

    Business Response

    Date: 12/02/2024

    Response attached.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 *********** , ** in March 2024, I have been back and forth. Many many times to fixed the full set of dentures I purchased in March from them. to this day my dentures are still not not correct, every time i go there they say they fixed the issue, but instead they make it worse, not listening to my complaints or concerns.I can't continue to deal with them and not. Fixing the issue. I have expressed my concerns with no concern for me.. They have 100%money back guarantee. They have not offered me my money back. I have sent 5 months dealing with this. I would like my money back and not to deal with any more.

    Business Response

    Date: 09/22/2024

    Response attached.

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 this business Nov. 2022 to get 4 dental crowns. During the procedure they were incredibly unprofessional, they even dropped one of the crowns on the floor and had to search for it. They could not keep my mouth properly numbed, and didn't offer any solutions. The amount they charged me doesn't even line up with what was sent through my insurance. In June 2023 I went to a different dentist at which time it was pointed out that 3 of the crowns were placed with open margins. I went back to Aspen and the only thing they offered was to have the exact same dentist re-do them. Clearly I did not want that Dr. to do any procedures on me. Now less than 2 years later and 2 of the teeth are horribly infected and abscessed and I am having to pay out of pocket to have a root canal and new crowns placed.

    Business Response

    Date: 04/10/2024

    Response attached.

  • Initial Complaint

    Date:12/15/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    They charged us $1034.00 for my dentures and I found out from the insurance that our copay was only $30.00. They were not suppose to collect any money until the insurance had paid. I been waiting since August to get a refund, every time I call they give me the run around. The last time I called they informed me that they sent this issue to the corporate office. I would like to refunded in the amount of $1000.00.

    Customer Answer

    Date: 12/18/2023

    This issue has been resolved by the business.

  • Initial Complaint

    Date:08/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Please see attached dental board complaint and the explanation of all issues on the attached explanation page

    Business Response

    Date: 09/06/2023

    RE: ******* ***** Dental Account Number: *******
    BBB Case No.: ********

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ***** ****** on behalf of the
    Springfield, MO Aspen Dental branded practice, owned and operated by ADEPOJU DMD LLC. We will be
    responding to the consumer directly on this communication.

    The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
    and operated location and care team has the autonomy to work with patients, so they receive quality
    care. Every patient complaint is taken seriously, and the office will work to resolve any concerns that are
    raised, living into our commitment to say “Yes” to quality oral care.

    I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
    federal privacy laws.

    Sincerely,

    ******* *******

    ******* *******
    ********** ********* **********
    ***** ****** *********** ****
    *** ******* ***** *******

  • Initial Complaint

    Date:08/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 talk to text so forgive typos and grammatical errors. My minor daughter was diagnosed at Aspen. Dental with a condition that requires a deep cleaning of her teeth.
    We could not afford to get it done. And now we've rescheduled to get the deep cleaning. And then lightning struck Aspen dental understandable. We rescheduled, we were quoted a price. Car x-rays 3 times quoted the same price. Went in to the dentist office to pay and the price changed. I just tried to contact Aspen dental. It went to voicemail voicemail is full. I called back. I couldn't select any options on the automated tutorial. The recording changed when I called back again. It was just looping me out of the phone system. There was miss information on pricing more than one time. And then argument ensued, which doesn't make the atmosphere very kind or secure. There is a problem with the telephone system. I'm not sure if Aspen is aware of it or not, but that adds insult to injury. When you cannot get through on the phone. The voicemail is full and it's in the middle of the day on a Tuesday. The end result is my minor daughter has not receiving services. It's been made very hard, not easy. It's been made unaffordable, not affordable. And the person who gets hurt is my minor daughter who needs the service? I have to communicate with Aspen dental. They diagnosed the condition. And I should not have to agree to terms that require an attorney to read through just to file a complaint.

    ***** ******
    **** * ****** ****
    *********** *** *****
    *** *** ****

    Business Response

    Date: 08/31/2023

    August 31, 2023

    Office of the Better Business Bureau

    RE: ******, Brooklyn Dental Account Number: **********
    BBB Case No.: ********

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ******** ****** on behalf of the
    Springfield, MO Aspen Dental branded practice, owned and operated by ******* *** ***. We will be
    responding to the consumer directly on this communication.

    The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
    and operated location and care team has the autonomy to work with patients, so they receive quality
    care. Every patient complaint is taken seriously, and the office will work to resolve any concerns that are
    raised, living into our commitment to say “Yes” to quality oral care.

    I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
    federal privacy laws.

    Sincerely,

    ******* *******

    ******* *******
    Regulatory Relations Specialist
    Aspen Dental Management, Inc.
    *** ******* ***** *******
    **** ********* ** *****
    ** ****** ** ******* *** ***
    ****** ************ **** ******
    **** ************
    ****** *******************************

  • Initial Complaint

    Date:08/01/2023

    Type:Product Issues
    Status:
    Answered
    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 have had 2 sets of teeth and they don't warranty them. I have PTSD, have a card and have had trauma in the past. I had them for a year and they broke and they won't cover them after 10 fittings. In fact, I had a fitting last week. The teeth have not fit since the first pair and now they are broken. I gave them the card and tried to explain it to them and they will not listen. I don't have the money, I'm on disability.

    I would like my teeth fixed or give me my money back.

    Business Response

    Date: 09/05/2023

    August 8, 2023




    Office of the Better Business Bureau


    RE: ***** *** Aspen Dental Account Number: ********
    BBB Case No.: ******** 

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ***** *** on behalf of the Springfield,
    MO Aspen Dental branded practice, owned and operated by ******* *** ***. We will be responding
    to the consumer directly on this communication.

    The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
    and operated location and care team has the autonomy to work with patients, so they receive quality
    care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are
    raised, living into our commitment to say “Yes” to quality oral care.

    I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
    federal privacy laws.

    Sincerely,

    ***** ******

    ***** ******
    Manager, Regulatory Relations
    Aspen Dental Management, Inc.
    *** ******* ***** *******
    East Syracuse, NY 13057
    On behalf of ******* *** ***
    ****** ************ **** ******
    **** ************ 
    Email: ***********************

    Customer Answer

    Date: 09/08/2023

    Complaint: ********



    I am rejecting this response because:

    Well, the letter is pretty self explanatory!  They are discontinuing my care!  Therefore forfeiting their 100% guarantee!!! 

    Yes they did fix my lower plate.  I picked it up the following day!  Joey called to say they were ready.  
    Said ****: walks into an office, opens the bag, I reach in and grab my teeth and put them in!  No one checked the fit!  Joey excused me and that was that! 
    I then received a phone call saying my Missed an appointment!!  They did not schedule an appointment to fit the lower plate!  (That had been having to be fitted monthly until they broke). 
    My mouth is Full of Sores making it unbearable to wear their dentures! 

    They PRIDE themselves on their Guarantee of well fitting dentures!  They do NOT fit! 

    And to Go to an emergency room for dental assistance??? I have dentures!  The ER!! 
    Funny!  The emergency room cannot fit them!  It’s ridiculous!  
    As well as cowardly to fix them and Not even check if they fit!  Very unprofessional and a complete joke! 







    Sincerely,



    ***** ***

    Business Response

    Date: 09/12/2023

    This case is currently under review.

  • Initial Complaint

    Date:06/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    March 30, 2023 Aspen Dental Charged my account $135 for an electric toothbrush during my husbands visit. We did not ask to purchase a toothbrush, they did not offer to send us home with a tooth brush, we did not take toothbrush home. I have called Aspen Dental a few times asking for reimbursement. This has not been refunded to my Care Credit card account. The last time I called, I was told the system had gone down and they were unsure the status of the refund but they will call me back. I still have not received a call or a refund.

    Business Response

    Date: 06/30/2023

    RE: ***** **** Aspen Dental Account Number: ********
    BBB Case No.: ********

    Dear Sir or Madam,

    Thank you for the opportunity to respond to the complaint filed by ***** **** on behalf of the Springfield,
    MO Aspen Dental branded practice, owned and operated by ******* *** ***. We will be responding
    to the consumer directly on this communication.

    The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
    and operated location and care team has the autonomy to work with patients, so they receive quality
    care. Every patient complaint is taken seriously, and the office will work to resolve any concerns that are
    raised, living into our commitment to say “Yes” to quality oral care.

    I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
    federal privacy laws.

    Sincerely,

    ***** ******

    ***** ******
    ******** ********** *********
    ***** ****** *********** ****
    *** ******* ***** *******
    **** ********* ** *****
    ** ****** ** ******* *** ***
    ****** ************ **** ******
    **** ************
    ****** ***********************


  • Initial Complaint

    Date:04/27/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Date of transaction was April 2022. I went to Aspen Dental on North Kansas Expressway in Springfield, Mo to have upper teeth pulled and fit for dentures. Since they did not accept Medicare/Medicaid, and teeth had to come out, I footed a loan from Genesis Credit in amount of $1917.52, which I'm still paying. I have tried on numerous accounts to contact Aspen regarding my dentures keep slipping. Too big. Each time, I have either been told they will call to set up appointment which never happens, or their phone line is always busy. My dentures are under warranty. No follow up on their part has been made. I don't mind paying my debt owed. I would love for them to honor the agreement and fix my dentures so I can again enjoy eating good food. My account number with Genesis credit is, ****************. I have been faithfully paying them. It's Aspen Dental who aren't being faithfully obligated to their agreement. Genesis phone number is ###-###-####. I only want to wear what I'm paying for. Thank you. Have a great rest of this day.

    Business Response

    Date: 05/16/2023

    Dear Sir or Madam,
    Thank you for the opportunity to respond to the complaint filed by ******** ******** on behalf of the
    Springfield, MO Aspen Dental branded practice, owned and operated by ******* *** ***. We will be
    responding to the consumer directly on this communication.
    The Aspen Dental network is committed to breaking down barriers to care. Each independently owned
    and operated location and care team has the autonomy to work with patients, so they receive quality
    care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are
    raised, living into our commitment to say “Yes” to quality oral care.
    I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to
    federal privacy laws.
    Sincerely,
    ***** ******

Aspen Dental is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.