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Business Profile

Dental Services

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 my first trip to Aspen (Fayetteville) in late 2022, I noticed the office was neat and clean, and I was called into the back after a wait of only a few minutes. The technician and dentist were both superb.It was determined I needed both upper and lower partial dentures. I was given a quote of just over $2,900 and I opted to pay in full up front for everything. Although I thought it was high, I had no previous experience in dentures, but it did include cleanings, an extraction and crown in the price.The single extraction went well and I was fitted with a temporary partial. In the interim, which was a couple of months, I realized none of my claims (for "deep" cleanings and the extraction) were being forwarded to Aetna, my dental insurer. I made a trip back to the office to discuss this in January, 2023 and was assured it was an accounting mistake and it had been corrected. Another month passed and it still wasn't corrected and so back to Aspen I went again in February. It was at this point I discovered that the financial aspect of Aspen is what I now consider predatory. Not only were my dental claims still not filed, but upon inquiring upon my "paid in full" status, I was told that my lower partial was somehow "rejected" and not reflected on my total of $2,900 and it would cost extra. Plain and simple, I was misled and lied to. I cut ties with them at that point and requested a refund, which by their funky accounting was now only a little over $1,500. This with only an extraction, 2 "deep" cleanings and a temporary partial to show for the missing $1,400, with much of the out of pocket cost due to the fact it still hasn't been filed with my dental insurer. The lady at the desk stated they would refund the balance to my Care Credit account, the company that financed the non cash portion of the bill, even though the amount Aspen owes me exceeds the balance I owe Care Credit. To date, they've not refunded anything to anyone. I'm contemplating civil action if it's not rectified soon.

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