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

  131 State Route 101A Unit 1 Amherst, NH 03031-2215

• 

  Aspen Dental

  17 Fresh River Rd Epping, NH 03042-2222

• 

  Aspen Dental

  1031 Gold St Manchester, NH 03103-4008

• 

  Aspen Dental

  160 Washington St Unit 603 Rochester, NH 03839-5512

• 

  Aspen Dental

  652 Lafayette Rd Seabrook, NH 03874-4345

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:06/13/2025

  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 Mid-January I went to this business for dental care. On the day of my dental cleaning (the 2nd appointment) - sub-quality care was rendered. The hygienist did not do a complete job, and no dentist came in after to Quality Control her work. The "cleaning" took less than 10 minutes (the time of two country music songs), and did not actually include a complete cleaning - nevermind the 'extra' cleaning for which my insurance was billed. They billed $157 to Delta Dental of WA plus are trying to extract another $34 from me. I went to my WA state dentist one month later where it was confirmed most of my teeth were not cleaned at all (it took them an hour to do a proper cleaning). I have attempted to communicate with their office but do not get return calls. Delta Dental of WA will be informed of the insurance fraud committed in this case, and I have no intention of paying Aspen Dental any money for the sub-standard service. I was only 3 months overdue for a cleaning, and have had regular, high-quality dental care for all of my 45+ years since age 6. As a Quality improvement initiative and to prevent this problem in the future, all their hygienist cleanings should be followed by a DDS examination of the quality of the cleaning rendered.

  Business Response

  Date: 06/16/2025

  Hello, Please see attached response.  thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  I started using Aspen Dental for a series of dental work I needed. I was evaluated and given a treatment plan which I accepted. The ********* of Aspen Dental failed and they Lost my treatment plan revising it with a new doctor after I started the work and it was a different plan with new amounts that I never signed for. I went for several treatments and had two dental plans at the time (mine and my spouses) and paid outstanding along the way. The new dentist was horrible. Took her 1 1/2 hours to extract a tooth. I was in pain for days. I then decided to change dentists as this office could never tell me what I owed for a balance and why and the new dentist was horrible. I reached out to get my records transferred and was advised that I had a balance and once it was paid, records would be sent. I asked them for a full breakdown from start to finish of all services, insurance and patient payment which they provided and there was over a $600 balance. I called, paid this balance and my records were sent. After 6 more months I started getting bills over $1000 due to them from the main office. I called them in December and was wanted explanation and after 30 mintues or so was told the it was and error and I didn't owe anything. I tore up bill but continued to get bills. Called in 2/25 and was told my bill was being reviewed. Told her I was advised I had no balance and they confirmed they has note of the call and that I was told no balance was due but that it was still being reviewed? Told her that was bad faith and if the notes say I was told nothing was due, that should be the end of it. Now I am geting revised bill for $300 with no explanation. Having spent hours on this and being advised twice now that my balance was $0, I am ready to file a bad faith 93A action against them. Disputed amount depends on which bill amount I should enter as they change with each bill. This has been going on for almost 2 years. They should have all documents but willing to provide.

  Business Response

  Date: 04/28/2025

  Please find attached response.  Thank you

• Initial Complaint

  Date:03/24/2025

  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 cant fit my concern in this box. Can someone email, me and I can send them all the information.Thank you.

  Customer Answer

  Date: 03/26/2025

  Good evening,

  
  

  I am writing in regards to a terrible experience at the ********** Aspen Dental office. I have tried to resolve this with the office as well as the owner and they will not address my concerns. I had a routine cleaning last summer and was told a tooth needed a crown. Not a problem, I scheduled the crown and proceeded with the necessary appointments. Upon the first appointment (JULY 2024) I inquired if a root canal was needed prior to the crown. ( I have had prior issues ) I was told multiple times NO a root canal is not needed. Before they would start the procedure they then told me I needed to sign a form stating if a root canal is needed it will be a cost above and beyond the crown repair. I was not happy about this form, was pretty much forced to sign or they would not do the crown. Well against my better judgement I signed the form so I could have my tooth fixed and not have any further problems. After the 2 visits for the crown preparation and replacement I had called the office several times telling them my tooth was very sensitive to hot and cold. It never gave me an issue until the crown. The office kept telling me to let it heal and it should get better. After several months of pain in the tooth and calls to the office I ended up in excruciating pain one Saturday morning (December 2024). I called the emergency dental line on Saturday and was told someone would get back to me as soon as possible as they offer 24/7 care. Well no call Saturday. Called back Sunday, same answer. At this point I had to go to the emergency room because I was in so much pain I could not function. I did not receive a return call on Sunday either. Called the office Monday morning and was given a mid morning appointment. Arrived for my appointment and met with the doctor. Explained my pain and what tooth was bothering me. They took X-rays and then inspected the area of pain. They told me the tooth in front of the one that previously received the crown was the one causing me pain. I disagreed. I told them the tooth they think is the problem already had a root canal and they then confirmed that by the X-ray. They would not even consider that the tooth that just received a crown was the problem. It was like they were pushing me off and would not take any responsibility. Either way they could not conduct the root canal or help direct me to someone *** could. At this point I was told they could not help me and I would have to find someone to do a root canal. I sat in the parking lot for an hour calling everyone I could until I found a doctor *** could get me right in. When I arrived for the root canal appointment they took X-rays and inspected the area of pain. At this point they determined it was the tooth that had received the crown. This occurred on December 30 2024. After the crown appointment at Aspen Dental my insurance was maxed out for the year and I also had to pay a large portion of it out of pocket. I had no choice but to have the root canal done due to the amount of pain I was in. The root canal and emergency room visit were all paid out of pocket due to my insurance being maxed out. After the root canal I tried to contact Aspen Dental several times,left messages and was not called back. I wanted to talk with someone about my issue. Finally I found an old email from the office manager and reached out to her. I asked her if there was a manager or owner I could speak with. I was told the only way to talk with the owner was to set up an appointment. I proceeded and set up an appointment with the owner.

  
  

  Today March 17 2025 I met with the owner. I arrived at the office and checked in to let them know I was there. A few minutes passed and I was called into an exam room. Upon entering the room I was asked why I was there. I told them I am here to discuss my prior visit and invoice/bill for the services I had to pay for. They did not know why I was there. It's not professional since there were several emails with the office manager and she said she would fill the owner in. After that was said they wanted to show me my old X-rays, and  take new X-rays. I told them I am not here to have my tooth fixed or get X-rays, that has already been done. They kept insisting on taking X-rays today. I told them several times I'm here to talk about the bill, not incur more charges. At this point the doctor says well if we are not going to do X-rays or look at the tooth what do you want and why are you here. I explained the situation again and repeated that I had already had the tooth fixed and was very unhappy with the situation. The doctor/dentist then says take it up with your insurance company there is nothing I can do for you. At this point I walked out in disgust. 

  
  

  I can't comprehend how a doctor/dentist/owner can treat me with such disrespect. I just wanted to meet and have a civil conversation about my issue. Why is it the first thing they do is try and charge me for more services? I am here to TALK! I have also been a patient for 15+ years and have always paid on time. I have incurred $5,000 or so worth of out of pocket expenses. Who can I speak with in regards to this issue? What can be done as far as reimbursement?

  Business Response

  Date: 03/27/2025

  Response attached.

• Initial Complaint

  Date:02/03/2025

  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.

  WHAT I PAID FOR WAS A "CLEANING AND SCALLING". I WAS TOLD I HAVE PERIODONTAL ISSUES AND NEED A DEEP SCRAPING. I REPLIED THAT I DONT HAVE A PERIODONTAL ISSUE. MY TEETH DONT BLEED, GUMS ARE FINE.SHE INSISTED THAT I NEEDED IT. I WAS CHARGED ******** , MY INSURANCE PAID $1,129.50 LEAVING ME A BALANCE OF $1,038.50. WHICH I PAID. WHEN I HAD ME TEETH CLEANED, THE YOUNG LADY SAID I DONT NEED THE SCRAPING ! WHICH I KNEW. BUT I WANT TO PAY FOR CLEANING BUT NOT SCALLING. SO THEY OWE ME A REFUND. BUT IF YOU LOOK AT THE ORIGINAL AMOUNT OF $********! SERIOUSLY....... WHAT DO OTHERS WHO DONT HAVE INSURANCE. I CANT BELIEVE THAT A CLEANING AND SCALLING ORIGINAL COST $******** !!!!!!!!!!!!

  Business Response

  Date: 02/11/2025

  Response attached.

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  Last visit I had to Aspen Dental in ********** was 3/31/2021 where I had a crown put in and I paid out of pocket, with a guarantee the remainder amount to be billed to and covered by insurance, as they calculated my benefits and cost PRIOR to leaving the physical location. You cannot leave without payment for services incurred that day, per Aspen's policies. Because I was moving out of state in mid-April 2021, I provided Aspen with my new address in VT. My email and phone number have not changed. Today, 1/28/2025, I received a notice in the mail at my home in ** that says that Aspen Dental sent an overdue amount to collections. This is the first time I've ever heard about this. When I contacted Aspen, they said they mailed 3 letters which were returned to sender, so they gave up. I never received these letters despite being at same location since 2021. Aspen did NOT make an attempt to contact me via phone nor email. In fact, I never received correspondence about their 2023 Security Breach, letting me know my information was compromised. They notified me only today when I called to inquire how I possibly had a bill four years later. I never received ANY communication. Now this has been reported to credit companies for their failures in accounting and communication. How is it that I can receive a debt collection letter 4 years later for a debt that I was not notified nor aware of? Absolutely shameful. This is after they billed for unnecessary work and dental work that was not part of my service whatsoever, and lied about dental work that I didn't actually need when I went to a second opinion. This company exhibits predatory business practices and shady financial operations, so much so that my employer, the State of *******, has a permanent ban on contracting with and/or making any sort of payments to Aspen Dental because of these predatory behaviors.

  Business Response

  Date: 02/07/2025

  Response attached.

  Customer Answer

  Date: 02/10/2025

   
  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:01/16/2025

  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.

  I originally went to dentist for a cleaning and this did not occur.They took xrays and examined my teeth making recommendations in excess of $40,000 dollars.I called back onJanuary 15th to see if I could schedule appointment for cleaning,and said I did not want deep cleaning only a regular cleaning. They informed me that they would have to talk to the technician to see if this was OK and get back to me so I waited called back on the 16th because I hadnt heard anything and they told me they were refusing services because I will not do what they want. My question would be if they wanted to do heart surgery OK that too this is ridiculous. I dont understand why I cant get what I want so refusal of services is what Im talking about. Iam currently an anthems Insurance policyholder and my insurance goes through ******* dental thank you.

  Customer Answer

  Date: 01/17/2025

  Aspen Dental

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

  Business Response

  Date: 01/28/2025

  Response attached!

• Initial Complaint

  Date:09/16/2024

  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 went to this Aspen Dental to get a crown on a broken tooth on July 5, 2024. After telling me this would be covered by insurance, and then completing the procedure, they sent me a bill of $374 for the "core buildup including pins" of the broken tooth because there was so much of the tooth missing. After fitting my crown with temporary cement they recommended I get a root canal on the newly crowned tooth due to pain after the procedure. I chose a different dental office to complete the root canal as Aspen had no availability for over 2 months. My new dentist removed Aspen's crown to complete the root canal and said he would need to charge me for the core buildup of the tooth. I showed him my billing from Aspen showing I was already charged $374 for core buildup. He advised me that Aspen actually did nothing as far as core buildup and left me with a poor fitting crown and a compromised tooth. The crown fit so poorly that an infection had started in the gap between the tooth and crown. This is the second case of dental malpractice I have personally experienced at this location and the second time I have been billed for something after completing the service that I was told would be covered by my insurance. Stay far far away from this scam of a dental office.

  Business Response

  Date: 09/19/2024

  This is currently a complaint being worked on under #********.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22292446
  
  I do not accept the business's response as a resolution to my complaint because: I have submitted two separate complaints. The business didn't respond to the second complaint because they thought it was a duplicate complaint. These are two unrelated complaints, pleaae treat them as such.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/20/2024

  This case is under review.

• Initial Complaint

  Date:09/10/2024

  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 went to Aspen Dental in ******, ** as a new patient on May 31. They recommended I get a cleaning, 2 fillings and a crown on tooth 19 due to a hairline crack. The crown was quoted at $992.60 after insurance and would have been $1605 w/o insurance. I came back for the cleaning and 2 fillings a few weeks later. Less than 2 weeks after the cleaning tooth 19 broke in half. I went back on July 2 for a reinspection of the broken tooth. They still believed the crown was the best solution and reiterated the total cost would be $992.60. I was told I would pay 50% up front as a deposit. I arrived THREE DAYS later for my crown prep and temp crown expecting to pay 50% of $992.60. They told me I owed $741.80 but couldn't tell me why the amount changed. I reluctantly agreed to the price change because I was in pain, had already driven an hour to this office and had already taken the day off from work. They called me on the way home and asked if I could come in the following week to make sure the temp crown is staying in place. I took the day off from work and drove an hour to Aspen to find out THEY lost the imaging needed to make the permanent crown. They attempted to remove the temp crown with no numbing and I told them it was extremely painful. They apologized and ripped the temp crown out anyways. I have never experienced that level of pain at the dentist and this was due to malpractice by Aspen Dental. I returned 2 weeks later to get my permanent crown put on for the remaining $741.80. When I arrived they asked me to pay $905. I refused, paid the $741.80 and asked them to review the billing. They told me after the work was completed that my insurance doesn't cover crowns. I have since gotten a bill showing that I have paid $1142.50 out of the $1605 and owe the remainder. I have already paid $1483.60. At what point will Aspen Dental be held responsible for giving outrageously wrong quotes? I have to sign their quote acknowledging the amount but they don't have to stick by it?

  Business Response

  Date: 09/17/2024

  Response attached!

• Initial Complaint

  Date:09/04/2024

  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.

  Feb 01 2024 I arrived at your ******, ** location for a schedule cleaning appointment. I was told when checking out that my insurance would not pay for my visit and was informed that I needed to pay for the visit. I was questioning what was being told and went home to contact my insurance company who stated that I was covered. What the insurance company needed was a history of me getting this type of cleaning and they would pay the claim. It has been 7 months and when I contacted the office to get an update I was told by ***** that this was on the insurance company. I had a conference call with my insurance company and ***** from the ******, ********* and during the discussion I was brushed off being told by ***** she submits her claims to Aspens billing office and they will process them to the insurance company. There appears to be a mismatch in what ***** is submitting and what the billing office is submitting to the insurance company as they receive the claim but no other attachments are being sent. I want to state that I am not very happy with the level of customer service I am receiving from ***** as she appeared to be very annoyed with having to talk with me and the insurance advisor and said that there was nothing more she could do. I am sending this complaint more to the fact that I have been a patient of Aspen dental for a very long time and I have never experienced in all of my years with Aspen this type of poor customer service. Why is it so hard to work with the patient to make sure that their claims are submitted properly and paid in a timely manner. If it is too much to ask for a great experience then I understand and will start looking for a new dentist that does care about their patients. If you need any further information please feel free to contact me. I can be reached at **************. Look forward to your response. ******

  Business Response

  Date: 09/10/2024

  Response attached!

• Initial Complaint

  Date:07/02/2024

  Type:Billing Issues
  Status:

  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.

  On 3-12-2024 my daughter was seen at Aspen Dental in *********, **. It was determined that she needed to have her wisdom teeth out. We have health insurance and dental insurance that was given to the dental office. We were also told up front that the oral surgeon was not in the network but that our insurance covered out-of-network providers. In order to schedule the oral surgery we had to pay upfront and then it would be passed onto insurance for reimbursement. We returned on 3-13-2024 to have the teeth removed. On 4-16-2024 we still had not gotten any benefit statements from our insurance company for both medical and dental. I called and spoke with ******* and was told it went through to our medical but had yet to be sent to dental. We then got an explanation of benefits from our medical that none of the oral surgery was covered because they do not cover non-preferred providers. Medical would have covered the anesthesia but because the oral surgeon was a non provider they would not cover it. Now on 3-13-2024, we were told our insurance would cover non-providers by ******* in the dental office. Now Aspen Dental to this date has yet to submit to our dental insurance Delta Dental. We put over $4K on a care credit card being told we would get a check back and this was a lie and fraud. It does not take this long to process as my other daughter went to another provider just a few weeks ago and benefits were completely covered and already processed.

  Business Response

  Date: 07/17/2024

  Response attached!

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21931603
  
  I do not accept the business's response as a resolution to my complaint because: When I receive the companys response that they would be contacting me and it has now been 10 calendar days so now I need to respond because the company has yet to call or reach out to me in any way. To this day the company has not gotten in contact with me nor has anything been sent to our insurance company. I am asking for all monies to be refunded back asap or I will file complaint with credit card company for false transactions.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/26/2024

  This complaint is under review.

  Customer Answer

  Date: 08/09/2024

  There was not enough time to respond as I just received a phone call today from ******* at ASPEN dental that they are still working on it and that delta dental insurance overpaid but that makes no sense since I was forced to pay 100 percent up front. I am owed money! This case needs to stay open

  Business Response

  Date: 09/27/2024

  We will review further and respond to the patient.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 21931603
  
  I do not accept the business's response as a resolution to my complaint because:

  ******* just called me and said they issued a refund to our credit card for just a little of $1k. We were charged over $4k. According to *******, Aspen dental received two refund checks from our insurance company Delta Dental but yet we have not seen any of these checks or invoices nothing showing they received any reimbursement. We have paid interest because of Apen billing. ***************** has nothing either. I want a copy of refund checks that have been sent to pay on the account.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/29/2024

  This complaint is under review.

  Customer Answer

  Date: 10/10/2024

  Complaint: 21931603
  
  I do not accept the business's response as a resolution to my complaint because: it is the same information they keep sending. There is no statement showing what they have received for insurance payments from BCBS or Delta Dental. On March 14 a claim was processed by my insurance **** and $228 was sent to Aspen. On May 31 another claim was processed through Delta Dental and Aspen was sent $235. And again on September 24 a claim was processed by Delta Dental and $1318.20 was sent to Aspen. I called my credit card company and they have only received a refund in the amount of $138.80 on July 17 and another on September 27 for $1166.65 both from Aspen. That means Aspen still owes me $475.75. If I dont receive a refund for $475.75 to my credit card company then I am disputing the charge.

  Sincerely,

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

  Business Response

  Date: 10/11/2024

  This complaint is under review.

  Customer Answer

  Date: 10/27/2024

  We have not heard from the dental office yet.