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

  • 8 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:01/07/2025

    Type:Billing Issues
    Status:
    Unresolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    The only response I received was a voice mail from the office manager stating that they do not plan on making any adjustments to my bill.  No other explanation was provided. I find this unacceptable and wish to pursue further action.
    Regards, ****** ********-estimate performed by the office.
    On December 31, 2024, I returned to the Aspen Dental office to discuss this issue with Cheri L*******, the office manager. Unfortunately, Cheri did not accept responsibility for the incorrect information provided by the office and refused to reverse the charges.
    I also request copies of the pre-estimate of charges and any documentation regarding the insurance verification performed by the office prior to the procedure. Additionally, I would like any relevant notes on the assurances provided by Kayla and Debbie regarding the $0 charge.
    Please contact me at ###-###-#### or ***************** to resolve this matter. I hope we can come to a fair resolution, and I appreciate your attention to this issue.

    Business Response

    Date: 01/05/2025

    Response attached.

    Business Response

    Date: 01/09/2025

    This complaint is under review.

  • Initial Complaint

    Date:06/12/2024

    Type:Customer Service 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.
    The dentist appt. was on 5/24/24.

    I paid them $125.00 out of pocket, even though I provided them my insurance information days in advance.

    The hygienist cleaned my teeth for 10 minutes, if that, when an appropriate dental cleaning is 30 minutes at least. The dentist then asked if anything was bothering my mouth. I told her a spot on my gum keeps bleeding, and she just nodded and said nothing about it. She didn't look at it, or give me any advice on how to take care of it.

    I have made 3 separate calls to Aspen Dental to have them try to explain this and make this right for me. Every time I am promised a call back, and everytime, no one calls me back. I am looking for a refund, because I only get 2 cleanings a year through my insurance, and they wasted one by rushing through it, and not giving me medical advice when I asked for it.

    Business Response

    Date: 06/13/2024


    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 Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, 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 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:05/05/2024

    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.
    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 received a call from the Aspen Dental Latham office and they left a voicemail saying they would remove the charges and clear the balance to zero.  I've since logged in online and confirmed the current balance as zero as of 5/9/24.  Thank you very much for taking care of this.



    Regards,



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








    be charged for something, only to bill them for it 8 months later. I should not have to pay for something that I did not authorize. I would appreciate any assistance in this matter. Let me know if you need any additional information from me, and I thank you for your time.

    Business Response

    Date: 05/07/2024


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

  • Initial Complaint

    Date:04/19/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Aspen Dental account #********. Please advise them of the account number.

    Regards,

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

    Business Response

    Date: 04/19/2024

    Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!

    Business Response

    Date: 04/22/2024


    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 Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, 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.

  • Initial Complaint

    Date:03/11/2024

    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.
    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 did not receive a phone call, however my balance on the portal was adjusted to 0 and that is an acceptable resolution to me. Thanks for taking time to help me with this problem. 

    Regards,

    ******* ******  I cannot possibly owe $46 for an exam that was FREE especially when I have the invoice as proof. Aspen should have never claimed it against my insurance after zeroing the cost out for me, the expected insurance payout to Aspen was listed as 0 and I was given a coupon discount for the full cost of the exam and xray so this also isn’t a case of Aspen getting less than expected from my insurance. They received more than expected since the expected amount was 0 on my invoice. I would like this $46 charge dropped as I cannot owe money on an exam that I have in writing was free to me. Thank you.

    Business Response

    Date: 03/13/2024


    Dear Sir or Madam,
    We are writing to acknowledge receipt of the complaint filed by ******* ****** regarding their experience at the Aspen Dental branded practice located at Latham, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, 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,
    Carrie R*****
    Regulatory Relations Specialist
    On behalf of Aspen Dental Associates of Hudson Valley, PLLC

  • Initial Complaint

    Date:09/18/2023

    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.
    Paid for services up front as I maxed out my insurance already for the year. When I got my EOB my negotiated rates for services even though I had to pay out of pocket showed that they overcharged me 3500 dollars. Called several times and explained that they charged me full price and not the ***** dental negotiated rate and they cannot balance bill me. For over a month and they keep telling me they haven’t received the EOB. ***** dental has called. They have the EOB. They are insistent on balance billing me which is illegal. They cannot charge over the negotiated rate with your insurance.

    Business Response

    Date: 09/21/2023

    Dear Sir or Madam,Thank you for the opportunity to respond to the complaint filed by ***** ********** on behalf of the Latham, NY Aspen Dental branded practice, owned and operated by Aspen Dental Associates of Hudson Valley, PLLC. 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,Rebekah C******Rebekah C******Regulatory Relations SpecialistAspen Dental Management, Inc.281 Sanders Creek ParkwayEast Syracuse, NY 13057On behalf of Aspen Dental Associates of Hudson Valley, PLLC

  • Initial Complaint

    Date:09/20/2022

    Type:Billing Issues
    Status:
    Unresolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    I want Aspen Dental to stop this collection on money.  

    Regards,

    **** *******nd I have tried contacting dental office but now worrying about credit since time is flying by. I would like if you could stop this collection of $124.00. Thank you

    Business Response

    Date: 09/25/2022


    Dear Sir or Madam,
    Thank you for the opportunity to respond to the complaint filed by **** ******* on behalf of the Latham,
    NY Aspen Dental branded practice, owned and operated by Aspen Dental Assoc of Hudson Valley PLLC.
    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,
    Julie G*****
    Manager, Regulatory Relations
    Aspen Dental Management, Inc
    281 Sanders Creek Parkway
    East Syracuse, NY 13057
    On behalf of Aspen Dental Assoc of Hudson Valley PLLC

    Business Response

    Date: 09/27/2022

    Please allow more time for a response.

    Business Response

    Date: 10/27/2022

    This case is still being reviewed.

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.