Complaints

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

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  Aspen Dental

  8985 Old Lee Hwy Ooltewah, TN 37363

• 

  Aspen Dental

  251 Little Falls Dr Wilmington, DE 19808-1674

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:04/01/2025

  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.

  March 18, 2024, I went for a consultation with Aspen Dental. We decided on a course of treatment and went over the cost with, who then was Office Mgr *******, with a total cost of $4366.00 She estimated my insurance benefit to be $1087.20 although my ins benefit was $2750.00. I paid $3278.00 the day of consultation. My insurance is with ****** , ******** ********** ******** ****. Aspen Dental is an in network provider with ******. Aspen's billing dept never filed my insurance. A year later, they cannot file and cannot charge me. Let me be clear. I am completely satisfied with the Ooltewah TN office and the staff. They are amazing! This complaint is against the company. I have called the billing dept every month for a year and was told the local office had to handle it. *****, current office manager, has submitted claims and sent emails to the billing dept. As of March 24,2025 she hasn't received a reply. My dental treatment plan was to have implants after healing. I will not go through with that due to the fact I will have to give Aspen more money and take a chance on them not filing my insurance again. I expect them to reimburse me what my insurance would have paid had they filed a claim. In 2024, my benefit was $2750.00. This increased in 2025 to $3750.00. While I don't expect a refund, I at least can have a complaint on file against them and hopefully warn other patients of their fraudulent practice. I have also filed a complaint with ** **** ** ******* ****** ** *************** ********** **.

  Business Response

  Date: 04/03/2025

  Response attachedWe are writing to acknowledge receipt of the complaint filed by ******** ****** regarding their 
  experience at the Aspen Dental branded practice located in Ooltewah, TN which is independently owned 
  and operated by *** ****** ****.
  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: 04/09/2025

  
  
  Complaint: 

  This response is unacceptable. Once again Aspen has thrown it back to the local office. As I said in my original complaint., the staff at the Ooltewah location are amazing. ***** , Office Manager, has gone above and beyond trying to resolve this before the year filing time expired. She made copies if my insurance card to be sure the ID numbers were correct, resubmitted claims, sent emails to the billing dept and never received a response. She could not force whoever does the final billing to follow through and submit the claims. Based on what the fact I tried for a year , along with the help of the Office Manager , their response is unacceptable. 
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 04/14/2025

  The office spoke with the patient and scheduled an appointment for the future. Please close.

  Customer Answer

  Date: 04/14/2025

  
  
  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. As I’ve said in the original complaint and all follow up communications, the staff at Aspen , Ooltewah location, are amazing. My complaint was never directed towards them, but rather the billing dept with Aspen. I feel the company lacks knowledge regarding a patient’s insurance billing process. That being said, ***** reached out to me on Friday, April 11,2025 with an amazing resolve to my complaint. I am humbled by the generosity of this office. Thanks to the BBB for being the intermediary between myself and Aspen.   
  
  
  
  Sincerely,
  
  
  
  ******** ******