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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

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 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/06/2024

    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.
    Was charged 4 exam that did not happen they told me could not fix broken tooth from my parochial when i waited over half hrs did not tell me at that time i owed them money. I gave them bad reviews so then they sent me bill 4 $105.00
    Ps i over heard not. Here 2 day
    Thank u

    Business Response

    Date: 08/09/2024


    Dear Sir/Madam,
    We are writing to acknowledge receipt of the complaint filed by ****** **** regarding their experience at the Aspen Dental branded practice located in Horseheads, NY which is independently owned and operated by Horseheads Dental, PC.
    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,
    Rebekah C******
    Rebekah C******
    Regulatory Relations Specialist
    Aspen Dental Management, Inc.

  • Initial Complaint

    Date:01/20/2024

    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.
    It seems that the Dewitt NY and Cicero NY offices work together to bilk customers. 100% SCAMMERS
    I went to the Dewitt office for a check up and was informed that periodontal treatment was required, which they could not perform at that office. . to schedule at the Cicero office where a hygienist was available, they insisted on my "50% co-pay" of $190.00.
    I went to the Cicero office for treatment and was told that the treatment suggested was not needed. They charged me $38.00 at the door and another $68.00 "co-pay" for scaling. The Cicero office assured me that my $190 would be refunded by the Dewitt office, LOL. If this sound fishy, you would be right.

    I found out through my insurance company that no co--pay was needed and that all services performed were covered and paid according to the Aspen Dental Contract with our union. THREE phone conference calls with my insurance company and Aspen Dental company (because you cannot contact their billing office directly), and I was assured each time of a coming refund.
    .. which never materialized. What DID come in the mail was a bill for another $106, with a 20% DISCOUNT! Wow, lucky me.

    OK, so don't go to either office. They are the very same scamming doctors.. and now you know the rest of the story. Yes, I am contacting everyone, every agency, every single avenue that I have to get a full refund.

    Business Response

    Date: 01/22/2024


    Dear Sir/Madam,
    We are writing to acknowledge receipt of the complaint filed by ******* ******* regarding their experience at the Aspen Dental branded practice located in Dewitt, NY which is independently owned and operated by Jose M Alvarez DDS PLLC.
    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.
    Sincerely,
    Rebekah C******
    Rebekah C******
    Regulatory Relations Specialist
    Aspen Dental Management, Inc.
    On behalf of Jose M Alvarez DDS PLLC

  • Initial Complaint

    Date:05/09/2023

    Type:Customer Service 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.
    My daughter was set up for extraction of her 4 wisdom teeth. The office staff was amazing I thought wow this is great. Well when it came to making the appointment which she needed asap they only have an oral surgeon once a month, they informed me we needed to pay $1200 upfront for what the insurance doesn’t cover before we can even schedule. Well as a single Mom off work due to brain surgery it’s a little difficult to pull that out. But I made it happen we got the appointment then their phone and computer systems were hacked (which I get they have no control of) and we showed up to be told they couldn’t see her that day and they would let us know. I was on top of getting a hold of them to get her in. She went last Thursday and when I went in to get her she was in tears and so upset I couldn’t figure out why at first, she then told me the Dr was extremely rude and rough. Kept yelling at her and had no patience what so ever. The assistant came in when she was telling me and said oh some of our patients react different to the medicine we give them and get over anxious instead of relaxed. She will be fine. Now my daughter is not a complainer and she is very tough when it comes to pain. She was traumatized. She is 17 and believe me she’s not a whiner. I was very put off by this. Since we got home she had to call due to stitches falling out the same day. The Dr on call said oh she will be fine. I just called now 5 days later due to her pain and swelling and the girl I spoke to told me use Ibuprofen and Motrin every 4 hours alternating? I asked her isn’t that the same medication she said no the Motrin helps with swelling and ibuprofen helps with pain. Umm ?? no it’s the same dear she then starts talking to another girl in the office and says oh yea I meant Tylenol and ibuprofen oops had them messed up. And there isn’t anything else we can do just wait it out. I am very disappointed in the service and I will never be back and will not recommend to anyone ever.

    Business Response

    Date: 06/01/2023

    Dear
    Sir or Madam, Thank
    you for the opportunity to respond to the complaint filed by ***** ****** on
    behalf of the Horseheads, NY Aspen Dental branded practice, owned and operated
    by Horseheads Dental, PC. 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. 

    Customer Answer

    Date: 06/02/2023

    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.  
    As long as they follow through with getting back to me.  
    Regards, 

    ***** ******

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