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:04/10/2025

  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 the ****, PA office on ******************* starting back in September 2024, I recently moved to ** and needed a dentist. I was/am experiencing sensitivity to hot/cold.I was told that I needed a cleaning and 3 procedures to seal some teeth. I have insurance coverage, they were not happy that I did, and no one was there to run the insurance validation. I was told I would receive a phone call the nest day. I received the call the next day and was told my total out of pocket for everything needed would be a little under $300 which needed to be paid prior to any services. I paid the amount over the phone that day.I had all my visits completed and at the last one on 11/7 I was told I owed another approximate $200 the office manager refused to speak with me about this fee. I was told it was for my fluoride treatment. Since it was my last visit and I didnt want an argument with the receptionist, again because the office manager refused to speak with me, I paid the $200 and left. Yesterday I received the attached bill for $423.90. Listed are 4 resin compounds done on 11/7/2024. As mentioned above I was told $300 out the door with my insurance. No changes were ever discussed with me regarding treatment, so I am now furious.This entire experience has been nothing but problems, even the sealing done by the dentist has not worked and I am still being billed. This new bill needs to be handled by Aspen as I am not paying for services from almost 5 months ago, plus after being told by the receptionist on 11/7, I was paid in full.

  Business Response

  Date: 04/16/2025

  Please find response attached.  Thank you. 

  Customer Answer

  Date: 04/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23186501
  
  I am rejecting this response because:

  The office failed to help me in the first place, I am not confident they will resolve this issue.

   

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

  
  

  Business Response

  Date: 04/16/2025

  This complaint is under review.

  Business Response

  Date: 04/30/2025

  The balance was adjusted from the account on 4/22/25 and the patient was contacted.

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:01/30/2025

  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 had an appointment scheduled for 01/29 at 2pm. I arrived at 1:56pm. Upon arrival I was given paperwork to fill out. After waiting 23 min. I asked how long I was going to be waiting as I am diabetic and was not able to eat or drink anything due to the sedation. At 3:10pm I was called back and informed they had called me to reschedule which was a lie confirmed by the front desk. They confirmed they only called to confirm the appointment. Also once called back I was told they would not due the work due to my weight and me being diabetic. They knew all of this when it was scheduled. I had to pay up front. $467. I also got partials which the tops do not fit. I called and was advised to bring them in, and sign a form to get a refund. I advised I would be there at 4 pm. When I got there at 4 pm. I was advised they could not help me and only the office manager could. She is not back till next week. They seem to be giving any reason not to refund my money. Also they did not give me my xray copies like they said they do.

  Business Response

  Date: 02/06/2025

  Response attached!

  Customer Answer

  Date: 02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:08/19/2024

  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.

  12/12/23 appointment For cleaning and X rays, ** *************************************** told me I need 2 Crowns, on 12/15/23 go in for Crown prep, 2 Molers ******************* tells me my Ins. And their write offs will cover everything, no out of pocket cost for me. 12/22/23 Crown work done, ***************************, their Ins. ****** gives me a copy of my treatment plan, she also explains why there will be no co-pay. The plan shows 0 out of pocket for both Crowns. On 02/04/24 I receive a bill from Aspen for $944.00 co-pay for 2 Crowns. So basically both ******************* and ************* lied to me. Im a 72 year old man on a fixed income, I explained that to both the ** and ************* if there was a large co-pay I could only get one crown at a time. But they assured me that the work would be covered.

  Business Response

  Date: 08/20/2024

  Response attached.

  Customer Answer

  Date: 09/05/2024

  
   Complaint: 22162843
  
  I am rejecting this response because:
  

  Please see attached Signed Authorization Form.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/05/2024

  Thank you for submitting a HIPPA authorization. There was a balance of $944.00 from DOS 12/15/23 & 12/22/23, which did not pay as estimated. The Operations Manager spoke with the patient on 8/27/24 and the patient said they would call back when available. The patient did not call back. As of 9/3/24, the office removed the patient's balance in full and left a voicemail for ************. Finally, on 9/4/24, an email was sent to the patient asking him to call the office back. No further action is necessary. Account balance was adjusted to $0.00.

  Customer Answer

  Date: 09/15/2024

  I am sorry but I am not good at understanding how this computerized information world works 

  on September 4, at 9:32 AM *******************

  <**********************************************> wrote 

  The balance on the account is now zero dollars, the balance was written off.

  sincerely ******************* Office manager operations manager this information satisfies my complaint.    ***********************

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising 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 needed to see a dentist for a horrible tooth ache. I thought I was fortunate to get an appt with Aspen Dental the same day I called. They took X-rays and then saw the doctor who looked at my teeth briefly and we started talking at which time he asked if I had braces previously and when I said yes but I had hated it. Then I was told I was privileged. Let that go and was escorted to the office manager to go over everything that needed done and I was made to complete the application for their credit company. I was approved and other appts were made. However, when I went in for my extraction, I wasnt able to get it done because they never gave instructions in regards to medication. I was told they would not be doing the extraction (my blood pressure was high and I had a panic attack). I ended up walking out in order to calm myself. I called the next morning and I have not had any communication with them for a month at this point. No return calls, no emails, no texts. I then received a bill for the full amount of what they needed for services and have not had any services rendered at this point and now Im arguing with the credit company because they still want payment. I started the dispute process but that are still requiring payment. As of today, they did indicate through their receptionist that they filed a ticket to have the charges withdrawn. ******************** is very judgmental and very condescending when he speaks with you. They are horrible. How this company had stayed in business is beyond me. The ****** I learned is that you should always check reviews as this was something I never did before. The reviews for this dentist are mostly right on point.

  Business Response

  Date: 03/18/2024

  Response attached.

  Business Response

  Date: 03/18/2024

  Response attached.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair 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 had gotten a procedure done at Aspen Dental on 10/14/22. I believe I got two crowns put in and my insurance was supposed to cover a portion of that and I was supposed to set up a payment plan to pay the rest. Without me knowing I was signed for a credit card which was explained to me as a payment plan that I could pay as I go. I later found out that I had a credit card with a charge over 2, ooo. I called the company to get an answer as to what happened and kept getting a run around no one was able to give me an answer as to why I had a credit card in my name that I did not sign up for while getting other bills in the mail stating that I also owed them. I tried calling corporate and it was told to me that someone would reach out to me. No one ever did, the lady I spoke to was able to pull up my files and there were things that I was charged for that never took place. Every time I missed a payment my credit score would get hit dramatically and I was angry if I must say. I tried to seek legal advice but didnt know where to start. To make long story short I ended up receiving a decent amount of cash from a car accident so I was able to pay the card off. After almost two years today I got another letter stating I have a charge on my account of $1,112.00. I have no idea where this charge came from but it has the dates of my visits at the dental office. Its a little shady that all the sudden after paying off Dental First and clearing my account that I would mysteriously get a bill starting that I still owe them. I need this to be resolved and this issue addressed because this is not making any sense at all.

  Customer Answer

  Date: 03/13/2024

  Sorry the location of the Aspen Dental is ************************************ ****. 

  Business Response

  Date: 04/01/2024

  Response attached.

  Customer Answer

  Date: 04/11/2024

  Im not sure I understand the message regarding closing the complaint. The issue has not been resolved there for nothing is confirmed however I did receive another bill today in the mail that has a break down of my total amount reduced which I do appreciate but still not able to make the payment of $1,390 thats left on the account. I would be satisfied with having a zero balance considering that I paid in full the amount of the loan/credit card amount of the procedure done. 

  Customer Answer

  Date: 04/11/2024

  Im not sure I understand the message regarding closing the complaint. The issue has not been resolved there for nothing is confirmed however I did receive another bill today in the mail that has a break down of my total amount reduced which I do appreciate but still not able to make the payment of $1,390 thats left on the account. I would be satisfied with having a zero balance considering that I paid in full the amount of the loan/credit card amount of the procedure done. 

  Business Response

  Date: 04/12/2024

  Please call the office if you have any questions. The office has called and emailed without any response. ************, option 2.

  Customer Answer

  Date: 04/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21423706
  
  I am rejecting this response because:
  
  Although I appreciate the effort to reduce the balance on the account I feel that I shouldnt have any balance at all. I had to pay a large amount to pay off a credit card that I was told was a loan which damage my credit score. In other to pay that off I had to tap into my 401k in other not to miss another payment and get hit with late fees. After reaching out to the office on multiple occasions to get this issue resolved I kept getting the run around and no one was able to help me. I even contacted corporate and filed a report which I was supposed to get a follow up call and never did. Now after almost two years have gone by **  getting a letter in the mail stating I have a balance with Aspen Dental. I need the account completely cleared, thats what would make me feel better to be honest. This seems reasonable from what I had to go through with this issue and the amount of stress it has cost me personally. 

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

  
  

  Business Response

  Date: 04/16/2024

  Please call the office if you have any questions. The office has called and emailed without any response. ************, option 2.

  Customer Answer

  Date: 04/16/2024

  I have read that response from Aspen Dental and it was stated that they had reached out to me but I have not received any email nor phone calls from them. As far as the instructions to calling the office. Ive called the phone number provided but the only available option is in regards to making payments which I would rather speak to someone as I dont agree with making the balance on the account nor do I have the funding to do so. 

  Business Response

  Date: 04/16/2024

  Please call ************, option 2 if you have any questions. The office has called and emailed without any response, so this case is closed on our end.

  Customer Answer

  Date: 04/18/2024

  I called the number that was provided and its the number to the actual office. I spoke to someone who told me that I should be receiving a phone call later today from the manager in charge. Will update after speaking to someone regarding this issue. 

  Customer Answer

  Date: 04/28/2024

  Not sure how this process works but the lack of communication is not from me, its from the other party. I cant give you a response when I dont have an answer from the other party. As stated from the previous message I had reached out to the office and was told that I would get a call from someone regarding this issue, just like I was told years ago and till current I have not heard back from anyone from the office. If this is a way to solve a problem then it should be expressed to the other party to stay in communication with the one filing the complaint. 

  Business Response

  Date: 04/30/2024

  Please call ************, option 2 if you have any questions. The office has called and emailed without any response, so this case is closed on our end.

  Customer Answer

  Date: 05/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21423706
  
  I am rejecting this response because:
  Im really not getting a response at all. The response is not valid. I cant keep calling an office that has no idea the reason for my call and when I do speak to someone, I get told that someone will reach out to me and no one ever does. Its hard to resolve a problem when the other party is not willing to work with the party to do so. Its going around the same mountain and getting nowhere which is why it had transpired to this in the first place. 
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/06/2024

  Please call ************, option 2 if you have any questions. The office has called and emailed without any response, so this case is closed on our end.

  Customer Answer

  Date: 07/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21423706
  
  I am rejecting this response because: Its the same response Ive been gotten for months now which does not work. Ive called that number multiple times but the result is always the same. Ill have someone call you back regarding this issue then months and a year pass by still nothing. *** even called corporate and was told that someone was going to get back to me and yet here we are still problem unresolved. The funny thing is that they have my contact information on file if they really wanted to work this out with me they would contact me personally. This cannot possibly be the only solution that Aspen Dental can come up with and yet still requiring me to pay for a bill that should have been dismissed long time ago. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/19/2024

  Please call ************, option 2 if you have any questions. The office has called and emailed without any response, so this case is closed on our end.

• Initial Complaint

  Date:10/10/2023

  Type:Order 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.

  Consult at aspen dental Kenneth road, york,pa wanted partial denture lower .was told by office Mgr that Aspen does not work with my insurance which is United Healthcare and would need to take out a loan for the procedure..so I did take out a loan for 1,492$..denture procedure was done and I'm paying this loan every month when to my surprise I get my August billing statement from ****** ********** documenting what was paid out and low and behold Aspen has billed my insurance as well in the amount of 1349.$ and they paid Aspen 1000$ ...so doubled billed me...

  Business Response

  Date: 10/12/2023

  October 12, 2023

  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 York Delco, PA which is independently owned and operated by Aspen Dental Associates of NEPA, 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,

  Regulatory Relations Specialist
  Aspen Dental Management, Inc.
  On behalf of Aspen Dental Associates of NEPA, PLLC

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Will wait the 5 days for response from Aspen dental as expressed in their letter to me before saying it's been resolved...need refund issued before I close this complaint. 
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 10/24/2023

  Hello I'm following up on the response you sent me from aspen dental regarding my case #********. The message stated that Aspen would be reaching out to me to resolve the issue within 5 business days..that was October 12 2023 as of this date I have not heard from them..I attempted to reach the person whose name is on the letter but was told no one there by that name..please advise ! Getting very frustrating that no one can help me with this...

  Business Response

  Date: 10/24/2023

  This complaint is under review.

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ***** ******
  
  Because I've been waiting for a response from Aspen Dental for too long now..this is ridiculous.this should have been reviewed and resolved...totally unprofessional. Why do you not care about your customers
  

  Customer Answer

  Date: 10/24/2023

  I need answers and need to be made whole..pay me the overpayment you received from my ****** ****** **** in the amount of 1000$, a claim you submitted without my knowledge, when I was told you don't take my insurance and I've been paying 1490 loan pymts ever since Feb 15th 2023. 

  Business Response

  Date: 10/24/2023

  The York Delco PA office will be in touch with you shortly.

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ***** ******
  
  
  I've been told this time and time again..what is their definition of Shortly? Who knows that could be forever..need specifics, let's be professional about this...Handle your business with your paying customer..getting to be outrageous! Why would you wait another day? Such a sad situation,can't handle your business!!!! 
  

  Business Response

  Date: 10/25/2023

  Thanks for your patience. 

  Customer Answer

  Date: 10/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The response says Thanks for your patience" what is that suppose to mean to me.have ran out of patience and your responses are giving no indication that you acknowledge my dispute by offering an explanation to me. Send me a itemized statement showing what makes you claim to have serviced me with dates and charges included. Will be filing dispute with ****** ****** **** as advised by District attorney office..
  
  
  
  Regards,
  
  
  ***** ******
  

  Business Response

  Date: 10/25/2023

  Aspen Dental in York Delco, PA spoke with you today and provided you with your ledger. This matter is now resolved. Thank you!

  Customer Answer

  Date: 10/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ***** ******
   
  
  
  
  I spoke to someone named ****** and requested she email me itemized ledger showing what they claim to have serviced me with...as of yet I have not received any thing from them documenting treatment..called back to speak to ****** and was told she was gone for the day...left message for a return call...seems more of the same from these ppl avoiding taking care of this matter
  

  Customer Answer

  Date: 10/25/2023

  I apologize I did receive the email just recently..I will review and contact my insurance carrier

  Business Response

  Date: 10/26/2023

  ****** emailed your ledger to you yesterday.

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ***** ******
   
  

• Initial Complaint

  Date:08/03/2023

  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.

  I went in for a cleaning and to have a crown looked at. Initially, they had me come in for an appointment that I was told would be a cleaning and just did X-Rays. Saying they’d set me up for additional work. I said I needed a cleaning and this one tooth looked at. They did the cleaning, begrudgingly. I came back the next day to have a crown looked at. I told them I had an appointment at 11 am. I waited two hours and was finally done. A week later, the crown was put on incorrectly. I was in so much pain I had to return again 4 days later. I waited for another hour, asking the assistant if they could get me something to numb the pain. No one did. I sat there for an hour in agony. He - Dr. ******** - told me it was an overbite and my fault for not knowing that day. He chiseled away at it and got it down. He said “let it set and I’ll be back.” He never came back. He left for lunch. I asked for something to manage the pain more than the ibuprofen I was taking too much of. He called in a prescription 6 hours later to **** *** for ibuprofen. I slept 2 hours per night for 4 nights ahead of a move to Atlanta. I called many times (attached) on Thursday, August 3, but couldn’t get through. When I did, they hung up on me (they told me they have caller ID). I called back at 1:23 and finally got through. Asked the receptionist if I should still be in this much pain and please ask dr ******** for a prescription. She said they’d call me back. They closed at 5 and never called me back. I left an angry voicemail. I’m in the hole $1,500 to them and am 99% sure I have a mouth infection now. I’m traveling to Georgia for my new job and will have to get it fixed when I’m there. I don’t want anyone to experience the pain I’ve felt. I talked to 3 others after who said they had similar experiences. I want the money refunded (wiped off my record) and want them to be better. I’m gargling salt water and eating garlic nonstop for the infection. Taking ******. It’s helpless and excruciating.

  Business Response

  Date: 08/16/2023

  August 14, 2023

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by ******* ******** on behalf of the York, PA (Delco) Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA, 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,
   
  Manager, Regulatory Relations
  Aspen Dental Management, Inc.

  Customer Answer

  Date: 08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am fine releasing my information, but this does not close the case. I haven't received any call or attempts to contact me. I have reached out again earlier this week in attempts to set up my account to make a payment so that my credit doesn't take a hit, and I haven't received any communication back.

  This is the most pain I have ever been in, and one of the most - if not the - frustrating and stressful situations I have dealt with. I want the payment taken off as the very least you can do. This treatment isn't OK, and it isn't isolated, either.

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

  Customer Answer

  Date: 08/28/2023

  This has not yet been resolved. I'm still waiting to hear back from Aspen Dental. 

  Customer Answer

  Date: 09/14/2023

  I would like to re-open this case and provide you with the required information. I still haven't heard back from the business after their initial contact, despite them saying they would reach back out to me when it was time. I don't want this to impact my credit, so I'm at a standstill.
  
  Aspen Dental has hurt too many people to let this go, and I have spoken to others who have gone through a similar problem.
  
  The last time that I heard from the business was on August 17, from a rep named ******. I'm happy to send that communication over to you. My mouth has still not healed and I'm in a standstill until this is handled and made right.

  Business Response

  Date: 09/14/2023

  This is all set.

• Initial Complaint

  Date:12/09/2022

  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 entered into an agreement with the Aspen Dental West York branch to do dental work. The total cost would be Around $4000 with my ********** insurance covering around $1500 they said my responsibility would be around $2500. Then they set me up with Dental First Financing with 18 months to pay no interest. I am retired and on a fixed income and could handle my responsibility. The things Aspen said my insurance would pay is not going to happen. So far they have billed my account to the *** credit line of $3000. Also, there is about $1000 of unfinished work that they refuse to do if I don't give them the full amount before finishing. I have excellent credit and they want to destroy it. I feel like I have been deceived and treated like trash. They deliberately lied to me. Deceived me into signing an agreement and now issuing ultimatums to pay.

  Business Response

  Date: 12/12/2022

  December 12, 2022  
  

  Dear Sir or Madam,  
  

  Thank you for the opportunity to respond to the complaint filed by **** ****** on behalf of the West York,  PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA 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  

• Initial Complaint

  Date:08/26/2022

  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.

  Had an implant. I was charged for a bone graft which was not done. I have been trying since December 2021 to have this charge removed. As of 8/26/2022 this has not been resolved. After the crown was placed on the implant I had pain because the crown was loose. The dentist told me that the implant was loose and I had to go back to the surgeon. Surgeon checked the implant and it was tight. The crown needed to be tightened. Now I am being charged for this service. I have a **** ****** card that I used for payment. With this card I have 18 months with no interest charged. Aspen ran my card as a credit card and not as **** ******. Credit card company told me that Aspen needed to reverse the charge and run it through again. They would not rerun the card so now I am paying interest. Last year I was scheduled for cleaning. Three times my appointments were cancelled. Aspen has been a nightmare for me for the last year. I want the charge for the bone graft and charge for tightening the crown to be refunded. Also I want to reimbursed for the interest I had to pay on my credit card because Aspen refused to rerun the card. I have been trying to have these issues resolved through Aspen since December 2021. If they would have resolved this, I would not have had to resort to filing a complaint

  Business Response

  Date: 08/31/2022

  August 31, 2022  

  Dear Sir or Madam,  
  

  Thank you for the opportunity to respond to the complaint filed by ******* ********* on behalf of the  West York, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of  NEPA 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