ComplaintsforAspen Dental

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I arrived at Aspen Dental and gave my insurance information Receptionist said she would check for my insurance coverage AFTER the exam and x-rays was completed, this was the first time that I was told I would have to pay $152.00, to which I replied, if I had known the cost would be $152.00 just for the exam and x-ray, I would not have come to Aspen Dental. When I questioned what about the Free exam and x-rays, was told that is only for people with no insurance. When I asked why would you wait until AFTER services were provided to tell me I would have to pay $152.00? Was told Aspen Dental “just now got the answer back from my Dental Insurance” stated the Aspen Dental advertising for Free exam and x-rays was deceptive When I asked to speak to the Office Manager to make complaint, was told I was talking to the Manager Was told they would send me bill and after 90 days if not paid would be reported to Collection Agency Will NEVER go back to Aspen Dental, Will NEVER refer anyone

  Business response

  07/28/2021

  July 28, 2021
  Office of the Better Business Bureau
  RE: ******** ***** *** Dental Account Number: ********
  BBB Case No: ********
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ******** ***** *** on behalf of the
  Mayfield Heights, OH Aspen Dental branded practice, owned and operated by Lakireddy Dental LLC. 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,
  Carrie R*****
  Regulatory Relations Specialist
  Aspen Dental Management, Inc
  281 Sanders Creek Parkway
  East Syracuse, NY 13057
  On behalf of Lakireddy Dental LLC
  Phone: 315-454-6000 ext ******
  Fax: 315-634-3402
  Email: Carrie.R*****@aspendental.com

  Customer response

  08/09/2021

   
  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. 

  Greetings Kristie,

   

  Attached is the update to Complaint #********

   

  Just received from Aspen Dental that their previously issued $152.00 bill I disputed as being unethical is now a $0.00 balance

   

  As such I am thankful for the involvement of the Better Business Bureau, as the Aspen Dental Center told me that they were going to send me to a Collection Agency

   

  It was the Better Business Bureau that was instrumental in successfully getting the Aspen Dental unethical $152.00 invoice to a $0.00 Balance

   

  As always, if there are any questions, or any additional information is needed, please do not hesitate to contact us.

  
  Regards,
  
  ******** ** ****** ***
  
  

  
  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I scheduled an appointment with Aspen Dental for a cleaning in June. When I arrived on 7-22-2021 they did an exam and X-ray and another X-ray (Cone beam X-ray) according to my Dental Insurance which isn’t covered by insurance. I contacted the office 7-26-2021 to provide an explanation for the charges and why there wasn’t a pre-treatment estimate provided before services as they have listed the charges for the Cone Beam without informing me ahead of time that the insurance will not cover this X-ray. They also set up financing and had begun charging me for these services before they were rendered. When I asked the cost for the periodontal cleaning that they suggested when I called them today because the pre-authorization had not been submitted for review by my insurance company, the girl became combative and rude and told me that if I don’t pay for the X-ray, it will go into collections. I asked her to cancel everything including financing and that I'm filing a complaint. She hung up.

  Business response

  07/28/2021

  Office of the Better Business Bureau
  RE: **** ***************** Dental Account Number: ********
  BBB Case No: ********
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by **** ***************** on behalf
  of the Mayfield Heights, OH Aspen Dental branded practice, owned and operated by Lakireddy Dental
  LLC. 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,
  Carrie R*****
  Regulatory Relations Specialist
  Aspen Dental Management, Inc
  281 Sanders Creek Parkway
  East Syracuse, NY 13057
  On behalf of Lakireddy Dental LLC
  Phone: 315-454-6000 ext 202073
  Fax: 315-634-3402
  Email: Carrie.R*****@aspendental.com

  Customer response

  08/02/2021

  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.
  
  

  Greetings Kristie,

  
  

  In response to the message I received on 7-27-2021 regarding my complaint submitted on 7/26/2021 against Aspen Dental,  ID# ********, I contacted Aspen Dental Corporate Office (844-296-0187) and spoke to a representative on their loyalty team by the name of Julie on July 29th and was told that they would remove charges made to the finance account they set up that will now show a zero balance.
  

  
  

  However, they are not willing to reverse the charges for x-rays made to my insurance company, ***** Dental to which I requested for them to do because they did not get previous-authorization from my insurance company nor did they inform me of what amount they would be charging to my insurance. They also did not communicate to me what my out of pocket cost would be before proceeding with the x-rays and exam.
  

  
  

  I contacted my insurance company, ***** Dental and was told that I could dispute the charges in writing since Aspen Dental is unwilling to reverse these charges; but I am requesting as part of a resolution to this complaint that they reverse all charges made to me including my insurance company. Otherwise, I will proceed with my dispute with ***** Dental if Aspen Dental fail to meet my request. 
  

  
  

  I was also told by Julie that I could receive copies of these x-rays.  I also requested doctor's notes as well. For the record, by law, I am entitled to my complete medical file including all x-rays regardless of whether or not financial obligations have been met.
  

  
  

  By law the receipt of medical records is non-negotiable and should not be considered as a resolution or something in exchange because of their unwillingness to remove the charges made to my insurance in this matter. I was told by Julie that the records would be available after 10:00 a.m. the following day (7-30-2021), but to call first.
  

  
  

  I called the Mayfield Hts. location for Aspen Dental (1440--684-0900)  several times (7-30-2021) and no one answered the phone on each attempt. To resolve this complaint, I am expecting to receive my complete medical file as discussed and promised, and also all charges made to both my insurance company and financing reversed, that again will reflect a zero balance.

  
  

  Finally, I accepted the company's efforts to resolve this matter on 7-31-2021 electronically, but under one condition that they adhere to my request under the terms mentioned in this email.

  
  

  Your attention to this matter is greatly appreciated.
  

  
  

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

  
  

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

  
  

  
  
  
  
   

  Business response

  08/03/2021

  This complaint is still being working on.  Please allow more time.  Thank you!

*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. ↩