Complaints

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:01/08/2025

  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.

  On May 11, 2024 I made an emergency visit to Aspen Dental in ********, ** to have a tooth extracted. It was a Saturday afternoon and I was told that they needed to speak to my insurance company to verify coverage but the insurance company wasnt open. As an alternative, they offered me their retail credit card to pay for my visit and then advised me they would contact my insurance company and credit any amount covered by insurance to the credit card. I paid $950 dollars that day because I was in so much pain and needed something done and, to this day, they have never contacted my dental insurance company or filed a claim for the service. I contacted the office several times and spoke to the main customer service number but still nothing. I have also spoken to my dental insurance company and verified the information and theyve received nothing from Aspen Dental. The amount covered by my dental insurance is roughly $268 and I would like this claim filed so I can receive the credit. I feel at this point they were predatory and never intended to file the claim but just wanted me to pay an outrageous amount out of desperation when I had active dental coverage.

  Business Response

  Date: 01/14/2025

  Response attached.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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.

  I went to aspen dental and had my implant put in. They had to stitch my mouth twice. 3rd time ** wasn't in. I finally walked in as a walk in, they weren't happy I did that but I needed them to fix the mistake. They promised me I would get it finished in October, I called in October and they said I had to wait. They were full. I made a complaint because I keep getting put off, they promise and never ever call to finish my mouth. For some reason when I went in October they only put in 1 post and you can't close were you can eat told me once again when ** gets in they will finish my mouth. I just.called again getting told they are already full and I can't go in when ** comes this month they are full so I'm not able to.have Thanksgiving I bet I don't in December. I need my mouth done. After I went to aspen dental I talked to a man and he told me I should never go there complaints all the time. My sister took me to get them to finish and when she seen I only had 1 in, she was going to see why I still can't eat. I told her what happened, they said it would only take 3 months to do this, I can show you by my appointment how long it's been. It would take a small Amount.of time to finish, do I need a lawyer

  Business Response

  Date: 11/24/2024

  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by ******** ***** regarding their experience at the ***** ****** ******* ******** ******* ** **** ***** ***** ****, OH which is independently owned and operated by ******** ****** ***** ***. Upon receiving the complaint, the office that treated the patent 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.

  Customer Answer

  Date: 11/25/2024

   
  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:07/29/2024

  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.

  Scheduled teeth cleaning and was told I need to be seen for evaluation. Went to first visit, waited 2 hours, they took X-rays and let me go stating they would contact for scheduling cleaning. After 3 weeks my wife called, they said they were not told to call and I needed to schedule myself, and oh btw you need to see the hygienist which for some reason you did not do. So, we scheduled another appointment. Arrived was called back to the room, the hygienist said she would be recording while she looked at my teeth. Any number above 3 means normal brushing won’t clean it. I could hear patience being told in other cubicals similar stories of needing antibiotics and having gum disease. Almost every number she read off was a 3 or 4. Then she wanted to go over my exrays only to tell me I needed a special cleaning not a normal cleaning because I have a gum disease and a normal cleaning won’t help. I noticed looking around that all the pamphlet on shelves talked about gum disease, and there was a verity of them. I finally stopped the sales pitch and ask if I could just get my teeth clean since I drove almost an hour away and it took me 2 months to get in. She said no, I needed this special deep cleaning and she needed to explain more to me. I told her I’m not buying anymore and she jeitvtelling me but wait I’ll explain. After the sales pitch continued (which btw everyone was getting) I said I’m leaving. I could tell she needed to complete this sales pitch in order to bill me. I ask for my X-rays I paid for and she ask a nurse if he refuses service do I need to have hi. Sign refused service. I signed paperwork and did get my exrays. Most people they came in this building were not like me, I make a very good living and can’t be fooled easily and I’m 61. Some could not speak English, most I’m sure looked a bit mentally challenged and even Uber’s there. They’re taking advantage of government care, and insurance company’s. The google reviews are a whopping 3.9 I realized after.

  Business Response

  Date: 07/29/2024

  Response attached.

  Business Response

  Date: 07/29/2024

  [BBB Transcription via Attachment]

  We are writing to acknowledge receipt of the complaint filed by *** ****** regarding their experience at
  the Aspen Dental branded practice located in Lima, OH which is independently owned and operated by
  Calderon Dental Group LLC.
  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.
  

  
  

  Customer Answer

  Date: 07/29/2024

  
  
  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,
  
  
  
  *** ******

  Customer Answer

  Date: 08/08/2024

  ******* has been no contact so far, please if you can. 

  Business Response

  Date: 08/08/2024

  Three attempts have been made to speak with the patient as well as sent an email on 7/31/24. The patient will need to call the office for further assistance.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22056471
  
  I am rejecting this response because: I called an unidentified number I missed and it ironically was Aspen Dental  No voicemail was left to me at all. I then called back the number the next day, left a message with my cell, and who I was. Still no call back from Aspen Dental. I'll go back and look if the email went to my spam. Look, I ask for a normal teeth cleaning, they said I needed a first visit, they took X-ray and said they would call to set up the appointment. That never happened! My wife calls them up, they said they were never told to call me and that I should of seen a hygienist while I was there (True story). So, I calmly go there again, they tell me I have the wrong time... But my calendar said an hour earlier. I sat patiently in the lobby for my name to be called. They called me back, the lady proceeds to tell me "I'm going to look at your teeth prior to and record it, If you hear me say a 3, or a 4 that means It's to get to those teeth with a brush. ~25 minutes later, she ask me to stand up and look at my exrays with her. She showing me these things wrong with my gums, as a pretty polished grown up I could see this was a sales pitch. I ask "why didnt my last dentist see all this 6 moths ago?" She responded "because our exrays are different." She starts to tell me a regular cleaning will not work, and my gums were bad (I'm 61 and get compliments on my teeth all the time from my dentist that just retired." Btw, the dentist that looked at me for 2 seconds made sooo many positive comments about my teeth while examining me. She he have told me "I can see you don't smoke or drink coffe, not a stain on your teeth." True story! I finally stopped her and ask am I going to get my teeth cleaned today and she says "No, but let me finish please.' She kept about my gums how bad they were. btw, everyone had bad gums that day evidentially! Gum pamphlets all over the place, they're passing out antibiotics like there candy. I finally said I'm leaving now I'm not doing this, she touched my shoulder and said no let me finish. Finally I said that's enough and started to walk out, "she said you need to sign this first." I responded nicely I'm not signing anything, you didn't do anything." She begs me, and then says to her co-worker can he get his xrays if he refuses to sign?" She responded "yes." So, my insurance has been twice I assume, and they were trying to get me to come back a third time for this special deep cleaning that I absolutely needed. What a city scam if I ever saw one. They have customers that are challenged, and many people that don't speak English coming through there. There is no doubt in my mind there taking advantage of them. I heard at least 2 people talk about their prescriptions, and her co-worker next to us was telling the patient pretty much the same thing I was being told. From the minute I walked in it was not right. Now, they are claiming they called me 3 times.. I fly 40 weeks a year with my work, I cover all of *************, I don't have time to be doing this. I just wanted mt teeth cleaned. they either refund my insurance and prove they did, or they better clean my teeth at the ****** **** location asap. Just over a teeth cleaning! smh here's my cell, or better yet give me yours we can settle this pretty quick. When you cxall with a ***** number leave a message It's not hard. Btw, listen to your messages too! I'm completely done with this if I don't get a resolution soon. 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/13/2024

  This complaint is under review.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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.

  I do not live in Lima, I live three hours away. My son is a student at the ******************************* which is located in ****. In January of 2024 he called me and let me know that he had a horrible toothache and needed to get to a dentist. He called Aspen Dental and eventually got an appointment. He was told he needed a filling, a root canal and a crown but before any of that could be done he would need to have two cleanings and they needed $850 up front. I paid the money and he received his two cleanings. His root canal was scheduled for February 12, 2024. When we arrive, I was told I needed to pay another $327 before we saw the doctor which I did. When we get into the room we are told, sorry but the root canal isnt happening the tooth cant be saved and needs to be pulled. I politely ask if it can be done that day since I just drove three hours. He said he couldnt because he doesnt pull teeth but maybe the dentist there could. We set up another appointment for Friday, February 23, 2024. When we arrive this time were sorry we are closing in five minutes the doctor has a family emergency and is leaving. After thousands of dollars spent in two trips to Lima for nothing I requested his records and told we would not be back. The women working were rude and inconsiderate. I was told I had a refund of over $600 and it would be 7-10 business days. It's now been a month and Aspen doesn't answer phones or return emails.

  Business Response

  Date: 03/25/2024

  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!Tell us why here...

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21481508
  
  I am rejecting this response because: Aspen is asking for patient information. The patient's name is ***************************, DOB: 12/24/2002 and his phone is ************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/25/2024

  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: 03/25/2024

  Response attached.

  Business Response

  Date: 03/25/2024

  [BBB Transcription via Attachment]

  Dear Sir/*****,
  We are writing to acknowledge receipt of the complaint filed by *************************** regarding their
  experience at the Aspen Dental branded practice located in ****, ** which is independently owned and
  operated by ******** Dental Group LLC.
  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,
  *****************************
  

  
  

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21481508
  
  I am rejecting this response because: We have not been contacted nor received the refund yet
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/26/2024

  This complaint is under review.

• Initial Complaint

  Date:02/08/2024

  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 on February 21. 2024 for a cleaning. They charged me $274.00 out of pocket. I asked, shouldn't my insurance cover this? I have Delta Dental USA, the HMO. I was told, that maybe I had reached my limit of cleanings within the last twelve (12) months. I said but it is a new calendar year, this should be my first cleaning. They said some do a rolling twelve (12) months. I took all of this conversation to mean that they ran my insurance and I was not covered for this cleaning and so I paid the money. I called my insurance company a couple of weeks later to find they did not run my insurance for that visit, they just charged me. To this day, they have not run this visit through my insurance. My case manager spoke to someone who said they had computer problems and that is why the claim did not get submitted (this is almost a year later and they cannot submit it after a year?), and then someone else at Aspen said I owed them money (how much, unknown) and they took it for that. I never received a bill or was told I had a balance and what it was for. I was never presented with a bill at any of my other visits. They cannot take my money for one thing and use it for another. That is fraud. I want them to put my visit through my insurance promptly, before the time runs out and give me my money back. I have included the amounts charged on 2/21/23 (minus the $30. That was a valid charge) and the EOB's from my other visits and one bill with the amount I had to pay for crowns and a cleaning and I paid that amount.

  Business Response

  Date: 02/12/2024

  Response attached. 

  Business Response

  Date: 02/12/2024

  [BBB Transcription via Attachment]

  Dear Sir/Madam,
  We are wriOng to acknowledge receipt of the complaint filed by ******* ****** regarding their
  experience at the Aspen Dental branded pracOce located at **** ***** ****, **** ** which is
  independently owned and operated by Calderon Dental Group LLC.
  Upon receiving the complaint, the office that treated the paOent will iniOate an internal review of the
  issues raised. A team member from that office will then be reaching out directly to the paOent within the
  next 5 business days to discuss the details of the complaint and work towards a mutually agreeable
  soluOon.
  We appreciate the Be?er Business Bureau's role in facilitaOng communicaOon between consumers and
  businesses and take this ma?er seriously. Rest assured that we will make every effort to recOfy the
  situaOon and provide a posiOve outcome for the paOent.
  If you have addiOonal quesOons, please do not hesitate to contact me. Thank you for your a?enOon to
  this ma?er.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service 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 A CAR ACCIDENT I GAVE THEM ALL THE INFORMATION I TRUSTED THEM TO BE RESPONSIBLE, BUT OF COUSRE THEY ARE HORRIBLE AT BEING RESPONSIBLE. THEY DID AN EXAM AND NEVER GOT BACK TO ME . I CALLED THEY KEPT PROMISING CALL BACKS I NEVER GOT ONE. I CALLED MY ADJUSTER WHOM SAID SHE WAS WAITING ON THEM ALSO NOW MY CASE IS CLOSED MY TEETH NEVER GOT FIXED AND I NEVER HEARD ANYTHING FROM THEM. I BEEN BAMBOOZLED AND IF THEY THINK IM PAYING FOR THAT EXAM YOU CAN KISS MY LAWYER. I FEEL MY ATTORNEY IS NEEDED. YOU WILL BE HEARING FROM MY LAWYER. THIS IS MAL-PRACTICE TO THE 1st POWER. WHY GET IN TO A BUSINESS YOU CARE NOTHING ABOUT . THEY LURE U IN WITH SMILES AND NICENESS THEN THEY MESS U UP BIG TIME. WHAT DENTAL SCHOOL THEY WENT TOO ,THAT SCHOOL SHOULD BE SUED ALSO FOR PASSING THESE IDIOTS AND RELEAING THESES MONSTERS ON THE WORLD. I WAS VERY PATIENT. WHO EVER IS THE DIRECTOR IN CHARGE OF THIS BUSINESS NEED TO BE FIRED . THEY LITERALLY MESSED ME UP. I WILL POST THIS TO THE WORLD EVERYONE NEEDS TO KNOW THIS THEY NEED TO BE SHUTDOWN. WHY ASK FOR PEOPLE INFO HAVE US FILL OUT ALL THAT PAPERWORK, IF YOUR NOT GONNA USE IT.

  Business Response

  Date: 07/12/2023

  Response attached.

  Business Response

  Date: 07/13/2023

  [BBB Transcription via Attachment]

  Dear Sir or Madam, Thank you for the opportunity to respond to the complaint filed by ***** ******* on behalf of the Lima, OH Aspen Dental branded practice, owned and operated by Calderon Dental Group 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, ***** ****** 

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair 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.

  Aspen dental

  **** ***** ** **** **** *****.

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

  The credit acciunt was opened Nov, 4, 2022 showing highest balance of 1,940 with a credit limit of 3,000. After being given the line of credit he had told them hed go home and call when he was ready to proceed with having his teeth fixed however he had been sent fortiva bills in only a few mere weeks of his initial exam.

  Any help is appreciated 

  Customer Answer

  Date: 02/16/2023

  Husband was seen for an initial exam with aspen dental in fall of 2022 and was quoted a fortiva retail line of credit to continue care. He had no work done nor an appointment made to have said work done and was charged for the undone work. It is now in collections and affecting his credit. Aspen said they fixed it in their system and fortiva had been contacted via phone several times to find a resolution. Yet now it is on his credit report and having negative affects.

  Business Response

  Date: 02/17/2023

  Dear Sir or Madam:
  Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Lima, OH Aspen Dental branded practice, owned and operated by Calderon Dental Group 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.

  Customer Answer

  Date: 02/17/2023

  
  
  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 however i would like to be communicated with updates throughout thr process if possible. 
  
  
  
  Sincerely,
  
  
  
  ****** *****