Business Profile

Dentist

Aspen Dental

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Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
13 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.

Initial Complaint
Date:05/21/2025
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.
Was told to come in for dental work and was assured my insurance covers all of it, after the work, I got a bill. I filed multiple appeals because they weren't sending the correct information to my insurance. Finally they overcharged and stuck me with a high bill, sent me to collections before even informing me like they said they would, they didn't. Its a terrifying mess and I'm on a fixed income and I felt they rolled their eyes at me when I asked if the work is fully covered everytime I went to an appointment. Later on I find out that their claim was never approved, so why did they tell me it was and that it is fully covered. Misleading
I just typed it all down and it erased. Please call me, I am not sure how to explain in this box, Thank you. I do have a copy of the bill as well
Business Response
Date: 05/22/2025
Hello, Please find attached response. Thank you
Customer Answer
Date: 05/29/2025

Complaint: ********

I am rejecting this response because: They will not return my calls and when I do call them for help they hang up. This is hurting my peace after cancer and just need to be heard. Attorney called on behalf of aspen suing me for 2500 and the bill is 800. Please help

Sincerely,

***** ******
Business Response
Date: 05/29/2025
This complaint is under review.
Business Response
Date: 06/09/2025
Claims are currently processing and the patients account has been placed on hold so she does not receive any bills.
Initial Complaint
Date:05/21/2025
Type:Product 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.
I saw this dentist office on 2/10/25 and 2/19/25 for a root canal. I paid in advance for services thought to not be covered by my insurance in total of $644.60. When my insurance paid for the visits it covered more than expected and I only owed $249.80. When I received my EOBs I called the billing office to receive a refund of $394.80 and was repeatedly told it was still pending. And the only a balance of $169.80 was on the account. After speaking with my insurance directly and being told nothing is pending. I was directed to get a balance billing ledger. When I received that I noticed discrepancies on the amounts my insurance covered and what I should I been charged - showing I should have the credit of $394.80. When calling the billing office again, was told that they would have to have someone go over the EOB (which they have had since March) and find out if that is accurate. So now over three months later with multiple calls they are still refusing to refund my money and doing nothing to fix this situation.
Business Response
Date: 05/22/2025
Hello, Please find attached response. thank you.
Customer Answer
Date: 05/22/2025

Complaint: ********

I am rejecting this response because:

There is no resolution. They are again just passing this off to someone else.

Sincerely,

**** *******
Business Response
Date: 05/22/2025
This complaint is under review.
Business Response
Date: 06/09/2025
The office called and left a voicemail for the patient on 5/29 at 8:34AM and again at 3:56PM. An email was sent the same day. Please have the office return ******** calls for assistance.
Customer Answer
Date: 06/10/2025

Complaint: ********

I am rejecting this response because:
I received one voicemail from the office stating since I have already spoke to someone else concerning this issue there was nothing else that needed to be done. Never received any received an email. So nothing has been done to resolve this issue.

Sincerely,

**** *******
Business Response
Date: 06/10/2025
The office called and left a voicemail for the patient on 5/29 at 8:34AM and again at 3:56PM. An email was sent the same day. No additional contact attempts will be made. Please have the office return ******** calls for assistance.
Initial Complaint
Date:04/29/2025
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.
Business quoted me on a procedure that was not covered at all by my insurance, when I called, walked in and email several time with no response to **** Reitz to get an explanation of my bill there was no response. Requested to speak to manager I was just advice they have no controlled over what the insurance pays. And no explanation as to why quote a patient a treatment when they have the insurance they run prior to treatment. My insurance also gave them a discounted prince of $989 for treatment but they still charged me over $1500 for treatment.
Business Response
Date: 04/30/2025
Please find attached response. Thank you
Customer Answer
Date: 04/30/2025

Complaint: ********

I am rejecting this response because: I have tried multiple times to communicate with billing department. I even walked in 4/15 to speak with Ms. **** after waiting for 30min was advised she was busy and I should email her, which I did with no success.

Sincerely,

******* ******
Business Response
Date: 05/02/2025
This complaint is under review. Thank you.
Business Response
Date: 05/19/2025
This has been resolved with the patient.
Customer Answer
Date: 05/23/2025

Complaint: ********

I am rejecting this response because:

Unfortunately I have been sick and have not been able to reach the regional manager when she called.

Sincerely,

******* ******
Business Response
Date: 05/23/2025
The office called the patient on 5/2 and spoke with her directly. Office called the patient again on 5/14/25 and sent an email as well. Please call the office back for assistance.
Customer Answer
Date: 05/28/2025

Complaint: ********

I am rejecting this response because: Yes Ms. ****** reached out, first time we spoke about the issue, second time she reached out I was sick and unable to speak to her so I reached out via email. Called her back 5/27 left a voicemail. Waiting for a call back. But no resolution as of yet. Thank you

Sincerely,

******* ******
Business Response
Date: 05/28/2025
This complaint is under review. Thank you.
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because: After speaking to Ms. ******* I was told the procedure was not covered at all from the insurance company. Which is opposite of what was agreed. Also contacted Aetna and was advice a discounted price was recommended for being a member of Aetna which was not provided as an option.

Sincerely,

******* ******
Business Response
Date: 06/04/2025
This complaint is under review. Thank you.
Initial Complaint
Date:04/17/2025
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.
Our children received dental services from Aspen from 2019 to 2021. Some of the services were not charged to insurance at all. Instead, we received a bill for the full amount 8-10 months after the appointment. Because there were numerous charges on our statement that we knew should have been covered by insurance we attempted on numerous occasions to get Aspen to adjust the bill so we could pay the uncovered amount. We knew we owed some of the charges, but much of the bill should have been covered. Aspen stated services were denied by Humana, but I called and spoke with their service department. The charges for Eleanor's dental surgery were never fully submitted by Aspen. I took a half day of leave from work in 2021 to go in to Aspen in Troy and resolve the manner and spoke with a billing specialist (Alanna) for 3 1/2 hours. She went through the bill and identified numerous charges that should have been adjusted, but were not. She stated she was unable to adjust the bill and would have to work with the billing department to fix the issue. Alanna stated that it may take a few months, but that Aspen would adjust the bill and reach out to us. We did not hear anything for several months, but after approximately 5-6 months began receiving the bill again. Since that time we have called Aspen over 20 times to resolve this matter (we kept a call log and can provide the dates and times). We left messages for **** and were directed to ******* in Springfield. We left messages for ******* and she stated she would get back to us. We did not hear back. Then, in November of 2024 my wife and I went in to Aspen in Troy once again and met with Sadie to resolve the bill. We stated we know we owe part of this bill, but we wanted the bill to be adjusted correctly. Sadie agreed that the bill was incorrect and would not be sent to collections until the bill was resolved. She stated Aspen would reach out to us. That did not happen, instead Aspen sent a collection agency to collect.
Business Response
Date: 04/21/2025
Hello, Please be advised that the office requires signed HIPAA releases from several patients on this account. It is required that anyone on the account 18 or older sign a HIPAA form. They may be sent to the office at their earliest convenience. Thank you
Customer Answer
Date: 04/29/2025
We have sent Aspen the HIPAA forms via certified mail on Monday to enable further discussion. As we understand it the next step is for Aspen to respond. Please let us know if that is not the case or anything else is needed from us.
Business Response
Date: 05/02/2025
This complaint is under review. Thank you.
Business Response
Date: 05/19/2025
Hello, Please be advised that the office requires signed HIPAA releases from several patients on this account. It is required that anyone on the account 18 or older sign a HIPAA form. They may be sent to the office at their earliest convenience. Thank you
Customer Answer
Date: 05/20/2025
2nd attempt at sending. We spoke with Aspen on this. They should have all HIPAA forms.
Business Response
Date: 05/21/2025
The office spoke with the patient yesterday.
Initial Complaint
Date:04/04/2025
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 got new upper plate denture in October, they don't fit, are too big and they have an overbite. I complained that they were too big at the first fitting. I've had them readjusted. They need remade. Ever since I called corporate and they said I could return them, aspen doesn't answer the phone. We've been playing phone tag for months. Finally, I took a day off work and went in to schedule an appointment since they don't answer my calls. Only to find out that I can't return them because we are past the 90 days. What do I do? I can't afford a new denture, their work is shotty. My insurance will not pay for another for a few years. I feel like I have been scammed. They also talked me into a fortiva credit card because supposedly they do not take care credit (which I have), turns out that was a lie. I was lied to and given an unusable product.
Business Response
Date: 04/17/2025
Please find attached response. Thank you
Initial Complaint
Date:03/26/2025
Type:Billing 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.
Transaction Dates: 1/10/24, 1/11/24, Most Recent Bill Date: 2/24/25

I didn't keep track of what I initially paid. I have good dental insurance and I came to this office to have a routine cleaning. I had to pay hundreds out of pocket initially for services provided. Talking to my insurance afterward, they confirmed the office was in-network and that I shouldn't have had to pay anything out of pocket. After a few months and several phone calls I got refunded what I paid out of pocket.

After this I start getting bills in the mail from them for the amount of $268.20 . I call my insurance and they confirm that they have paid Aspen dental their contracted rate and I don't owe them anything. I get another bill from Aspen saying this is my final notice and that my account will co into collections if not paid. I call Aspen's billing with my insurance representative on the line and they will say they'll look into it and I should call back in a month.

So I anticipate being in collections for a bill my dental insurance fully covered. It has felt like the Aspen Dental has resisted solving the problem at every turn.
Business Response
Date: 03/27/2025
Response attached.
Customer Answer
Date: 04/01/2025

Complaint: ********

I am rejecting this response because: on Friday, March 28th 2025 I received a call from the management of Aspen Dental. She apologized for the situation and assured me that as of that day the charges had been removed. I waited until today April 1st to follow up and called the billing department to make sure I had a $0 balance. The agent I spoke with said I had a zero balance and didn't owe anything. There was something hesitant in her voice and off about the call. Within an hour I received a call from the debt collection agency Harris and Harris saying I owed them for the Aspen Dental charge. They provided me with a reference number #******** and told me to follow up with them by phone or by email at ****************************
After being paid in full their contracted rate from my Aetna dental coverage and being assured I had no financial obligation to them, Aspen Dental is sending charges in my name to a debt collector and damaging my credit report.

Sincerely,

****** ********
Business Response
Date: 04/02/2025
From the time your balance is resolved on our end, it can take a couple of weeks for the report to be sent to the collections agency asking for them to remove your name from their system. This is not something that is immediate. The collections agency simply did not have up to date records yet. Your name will be on the very next report for your account to be removed from collections. Thank you in advance for your patience.
Customer Answer
Date: 04/02/2025

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.
I called Harris and Harris collection agency today and they said I have a $0 balance. I'm still disgusted with Aspen Dental because it is clear from the timing that they sent my account to the debt collector after they assured me I had a zero balance. I will never do business with them again and will warn everyone I know about them.

Sincerely,

****** ********
Initial Complaint
Date:12/17/2024
Type:Product 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.
I went to Aspen Dental January of 2024. I was told after insurance company paid their share of the bill; I would owe $1321.80 - which I paid them. They kept trying to sell me other services & I told them I wanted no other services that were not covered by my insurance. I am 74 years old & retired. On my last appointment it was my understanding that they owed me approximately $150.00.
After about a month, I contacted them asking for my refund - they said they would get back to me. I waited another month, called & asked for refund - once again they said they would get back to me. In April, I received a bill from them for $367.40. I tried contacting them numerous times & they either just left me on hold or did not return my calls. I also sent them a letter.
I called my insurance company - Delta Dental, (************). They checked their files & said Aspen Dental has a contract with them & could not charge any more that what was agreed upon. Delta Dental said they would contact Aspen Dental. About a month later, I called Delta Dental to see what was going on & they said Aspen was not responding to them either. I have called Delta Dental several times in the last several months & whoever answers phone says they are aware & they are working on it. In the meantime, I am getting bills from Aspen Dental for: $1381.40; $842.80; & $1391.80 - saying 'NOW DUE' - I do not owe them anything!
Business Response
Date: 12/18/2024
Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!
Customer Answer
Date: 12/26/2024
******** *****, **** ******* *** ******* **** ***** Home phone (land line) ************ - Cell phone ************ account #*********
Business Response
Date: 01/05/2025
Response attached.
Customer Answer
Date: 01/10/2025

Complaint: ********

I am rejecting this response because: ***** from Aspen Dental called & told me they are checking on it - they will not have a response for some time - a while after the 10-day time frame that I must respond or my complaint will be closed.

Sincerely,

******** *****
Business Response
Date: 01/13/2025
This complaint is under review.
Business Response
Date: 01/27/2025
This complaint is under review.
Initial Complaint
Date:12/04/2024
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.
In February I went in and they pulled all but 8 of my teeth. I didn’t get my top denture until November and the teeth are not positioned in a way that I can eat with them and they hurt my mouth. I still do not have the bottom bridge. On their advertisements they say they will do anything to make dentures right and that they have a money back guarantee, but they won’t do anything to make this right. I can’t even get them to give me an appointment to get the bottom bridge done without them want another $1100.
Business Response
Date: 12/05/2024
Response attached.
Customer Answer
Date: 12/06/2024

Complaint: ********

I am rejecting this response because:

I have not had anyone reach out to rectify the problem as of this morning.

Sincerely,

***** ********
Business Response
Date: 12/17/2024
The office spoke with the patient on 12/13/24
Initial Complaint
Date:11/25/2024
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 had one appointment and cancelled all the other ones. I've been trying to get in contact with Aspen Dental for months because they keep telling me that the loan money has been sent back when it hasn't.
Business Response
Date: 11/26/2024
Response attached.
Customer Answer
Date: 11/26/2024

Complaint: ********

I am rejecting this response because:

I have made many efforts to contact the business and each time I am told that I will receive a "callback", I never do. I would not be doing something like this if I didn't follow all steps (like I have for almost a year) I needed to take to resolve this matter on my own.

Sincerely,

******* ******
Business Response
Date: 12/17/2024
The patient was contacted by the office three times as of 11/26/24. A fourth call was made on 11/27 and then an email was sent. The patient needs to call the office if she has any other questions.
Initial Complaint
Date:11/12/2024
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.
My wife, **** *****, and I have issues with Aspen Dental about billing practices, misrepresentation of insurance verification, and refusal of service.
Service dates: May 14 and May 29, 2024.
Before treatment, Aspen Dental provided a Treatment Plan estimating coverage and our "patient responsibility," stating it was "based on a good faith estimate of my insurance benefits."
We were told my wife needed antibiotic treatment (Arestin) before other work. The treatment was quoted at $2,166 for 19 applications, with $1,482 expected insurance coverage and $684 as our responsibility, constituting about one-third of the total estimate.
Aspen assured us they had contacted our insurance provider, Anthem, and confirmed coverage for all treatments, including the antibiotics.
However, the call transcript shows Aspen did not ask about antibiotic coverage during their May 3, 2024 call (Ref #*********). Anthem confirmed these treatments are explicitly excluded under our policy (Policy Exclusion page 88, Bullet 8):
"Analgesia, analgesic agents, anxiolysis nitrous oxide, therapeutic drug injections, medicines, or drugs for non-surgical or surgical dental care. NOTE: Intravenous conscious sedation is eligible."
This resulted in unexpected expenses of $1,482 we thought would be covered.
We are concerned about Aspen's pricing, which may constitute price gouging. Arestin's wholesale price is about $18.75 per application ($450 for 24). For 19 applications, the cost is around $356. Aspen charged us $2,166 for 19 applications—about $114 each, over six times the wholesale cost. Labor involved was less than two hours; effective rate charged exceeds $905/hour. We've already paid $684 as our portion, more than Aspen's actual cost for medication and labor.
Moreover, my wife's crown replacement is fully paid, but Aspen refuses to schedule it, withholding necessary care unrelated to the disputed claims.
Business Response
Date: 11/27/2024
Response attached!
Customer Answer
Date: 12/02/2024

Complaint: ********

I am rejecting this response because: Aspen dental has not attempted to remedy the situation. They have only indicated that they are reviewing the case (again).

Sincerely,

******** ********
Business Response
Date: 12/02/2024
This complaint is under review. Please allow the office additional time to review and respond.
Business Response
Date: 12/09/2024
This complaint is under review. Please allow the office additional time to review and respond.
Business Response
Date: 12/17/2024
This complaint is under review. Please allow the office additional time to review and respond.
Customer Answer
Date: 12/17/2024

Complaint: ********

I am rejecting this response because: Aspen Dental has not offered any solutions yet. They only replied that they are (still) reviewing the situation.

Sincerely,

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

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