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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2025

    Type:Billing Issues
    Status:
    Answered
    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 due to issues with my wisdom teeth. They informed me that all costs for my tooth repair appointments (my initial consultation as well as the repair of four of my molars) would be covered by my insurance plan and **** ******. (They referred me to an oral surgeon to have my wisdom teeth removed as with the way they were angled they could not remove them in office.) They failed to inform me that the dentist I would be seeing was a temporary placement dentist and not covered by my insurance. Now they are billing me for that cost. Considering I made sure to request a break down of all costs at my last appointment to be sent to me by email and: 1. I have still not received this information and 2. They failed to provide pertinent information I do not feel I should have been billed for this.

    Business Response

    Date: 05/09/2025

    Office of the Better Business Bureau Acknowledgment of Complaint Case No: ********Dear Sir or Madam, We are writing to acknowledge receipt of the complaint filed by ***** ***** regarding their experienceat the Aspen Dental branded practice located in ******** **, which is independently owned andoperated by Virginia Dental Practice Associates PC.Upon receiving the complaint, the office that treated the patient will initiate an internal review of theissues raised. A team member from that office will then be reaching out directly to the patient to discussthe details of the complaint and work towards a mutually agreeable solution.We appreciate the Better Business Bureau's role in facilitating communication between consumers andbusinesses and take this matter seriously. Rest assured that we will make every effort to rectify thesituation 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 tothis matter.Sincerely,******* *****Regulatory Relations SpecialistOn behalf of Virginia Dental Practice Associates PC

  • Initial Complaint

    Date:05/05/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    They told me that my insurance did not cover my treatment, but after 2 months and some digging, I found out that they never billed my insurance. they just put me on a ridiculous plan to pay on it. My insurance does pay for it.

    I was billed $200 for a toothbrush to that payment plan without any knowledge of this.

    When I call the billing department they tell me to call the local office and when I call the local office they tell me to call the billing office.

    Random bill 2 months later for a large amount and I have no idea why.

    Coworker with the same insurance went for the same exact deep cleaning and had a $0 bill.

    Business Response

    Date: 05/07/2025

    Office of the Better Business BureauAcknowledgment of Complaint Case No: ********Dear Sir or Madam,We are writing to acknowledge receipt of the complaint filed by ***** ******* regarding theirexperience at the Aspen Dental branded practice located in Roanoke, VA, which is independently ownedand operated by Salem Dental, PLLC.Upon receiving the complaint, the office that treated the pacient will initate an internal review of theissues raised. A team member from that office will then be reaching out directly to the paitent to discussthe details of the complaint and work towards a mutually agreeable solution.We appreciate the Better Business Bureau's role in facilitating communication between consumers andbusinesses and take this matter seriously. Rest assured that we will make every effort to rectify thesituation 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 tothis matter.Sincerely,******* *****Regulatory Relations SpecialistOn behalf of Salem Dental, PLLC

  • Initial Complaint

    Date:11/15/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    went to aspen dental for my dentures. cheapest ones were, $2182.00. i agreed, and paid $2182.00. in cash, my receipts = $2182.00. my balance is $0.00. i have proof. went back to pick them up. they fit good and i am happy with them and i go home. 2 weeks goes by and i get a bill in the mail for $142.00 that i do not owe. this is a bogus bill. i go down and talk with the lady, tried to show her my receipts = $0.00 balance. she said i don't need to see them, i have it in the computer on my end. she leaves for 10 minutes. comes back and nervously tells me, i don't have to pay the $142.00 bill, we will write it off. i say thank you and go home. 2 weeks later, i get a bill in the mail for $142.00 that is past due. that she said i didn't have to pay. she lied to me and did not take the bogus bill off of my account. like she said she would. now, the third time i get this bill, it's going to COLLECTIONS. and there goes my CREDIT. please get them to take this bogus bill off my account, before they ruin my credit. if i have to, i will go there and pay this bogus bill. i do not know why they are doing this to me, i was very nice to them, and i love my new teeth. i can go to you and show you my receipts, so you can make a copy of them. thank you very much for the help. dennis razny.

    Business Response

    Date: 12/04/2024

    Acknowledgment of Complaint Case No: ********Dear Sir or Madam,We are writing to acknowledge receipt of the complaint filed by ****** ***** regarding their experienceat the Aspen Dental branded practice located at Roanoke, VA which is independently owned andoperated by Virginia Dental Practice Associates PC.Upon receiving the complaint, the office that treated the patient will initiate an internal review of theissues raised. A team member from that office will then be reaching out directly to the patient to discussthe details of the complaint and work towards a mutually agreeable solution.We appreciate the Better Business Bureau's role in facilitating communication between consumers andbusinesses and take this matter seriously. Rest assured that we will make every effort to rectify thesituation 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 tothis matter. Sincerely,****** ******Regulatory Relations SpecialistOn behalf of Virginia Dental Practice Associates P

    Customer Answer

    Date: 12/04/2024

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ****** *****

  • Initial Complaint

    Date:06/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 because I had a problem with one tooth. They said that I need urgently attention with my gums. They didn't explain alternative and what exactly will be the treatment. I am still on pain. They charge me for some treatment that it didn't work. So, I need my money back to go with a different dentist. They charge me 4 time the cleaning of my teeth. Charge me for an antibiotic called Arestin that it doesn't work. Additionally, when I explain then that I still in pain They said that I have to pay more for the additional treatment. Aspen dental act like scamers. They don't are interested to provide a good service. They are doing fraud to the insurance company to double charge services.

    Business Response

    Date: 06/21/2024

    RE: Acknowledgment of Complaint Case No. ********Dear Sir/Madam,We are writing to acknowledge receipt of the complaint filed by ****** ******** regarding theirexperience at the Aspen Dental branded practice located in Roanoke, VA which is independently ownedand operated by Virginia Dental Practice Associates PC. Upon receiving the complaint, the office that treated the patient will initiate an internal review of theissues raised. A team member from that office will then be reaching out directly to the patient to discussthe details of the complaint and work towards a mutually agreeable solution. We appreciate the Better Business Bureau's role in facilitating communication between consumers andbusinesses and take this matter seriously. Rest assured that we will make every effort to rectify thesituation 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 tothis matter.Sincerely,******* *******Regulatory Relations SpecialistAspen Dental Management, Inc.

  • Initial Complaint

    Date:06/03/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Paid in advance for Comfylite denture package which is advertised to have 27 tooth shades and 3 gum shades. Upon receiving the denture it was not the quality described, I was offered only 3 tooth shades and one gum shade. The denture does not fit and is unwearable due to the pain it causes. Aspen refuses to schedule an appointment and only offered to have me come in at 7 am or 1 pm Monday, Wednesday or Thursday and wait for an extended time to be seen. The immediate denture was also unwearable due to poor craftmanship. I am requesting a full refund.

    Business Response

    Date: 06/11/2024

    Acknowledgment of Complaint Case No. ********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 Christiansburg, VA which is independently owned and operated by Salem Dental, PLLC.Upon receiving the complaint, the office that treated the patient will initiate an internal review of theissues raised. A team member from that office will then be reaching out directly to the patient to discussthe details of the complaint and work towards a mutually agreeable solution.We appreciate the Better Business Bureau's role in facilitating communication between consumers andbusinesses and take this matter seriously. Rest assured that we will make every effort to rectify thesituation 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 tothis matter.Sincerely,******* ********egulatory Relations Specialist Aspen Dental Management, Inc

  • Initial Complaint

    Date:04/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    The first day I went I furnished both dental insurance documents. Later I found out that ***** ****** was not filed. Both insurances paid the total of services.

    When I enquired with ****, office manager he refused to refund the original amount of $1344. I’ve constantly tried to get my refund. No one will return a call to me.

    I want the refund of original charge since insurance paid the total of services rendered.

    Business Response

    Date: 04/23/2024

    Dear Sir or Madam, We are writing to acknowledge receipt of the complaint filed by ******** ********* regarding theirexperience at the Aspen Dental branded practice located at Roanoke, VA which is independently ownedand operated by Aspen Dental of Virginia PC.Upon receiving the complaint, the office that treated the patient will initiate an internal review of theissues raised. A team member from that office will then be reaching out directly to the patient withinthe next 5 business days to discuss the details of the complaint and work towards a mutually agreeablesolution. 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 thesituation 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 tothis matter.Sincerely,****** ******Regulatory Relations SpecialistOn behalf of Aspen Dental of Virginia PC

  • Initial Complaint

    Date:03/27/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Prepaid for dental work and canceled last appointment. 11/14/23. Refund has never happened for the dental work not received. Last appt was canceled due to not wanting to go back to facility for anymore treatments due to lack of professionalism and good patient care. Have contacted the office 8xs requesting refund and the office manager has not issued the refund which a check was supposed to be mailed 1 month ago. Office manager has not returned recent phone calls. When I did speak to her, *******, she stated the refund was for only $275, which is incorrect! Original payment was for $1300 which was prepayment for 3 office visits. Noone will return calls or correct the issue. I have been dealing with this since Nov of 2023.
    ****** **********-daughter and power of attorney for ******* *******.

    Business Response

    Date: 03/27/2024

    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!

  • Initial Complaint

    Date:02/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Account number ******** N/O ***** ********* ****** I went in to see these people because my dental office closed. I was missing two caps. These people were supposedly covered by my ****** insurance plan. They took xrays and at checkout told me I was to sign a loan agreement to pay them $11,000 for the work they would perform. I refused. Supposedly I needed 2 bridges and various other procedures. They would “need” to pull out 2 good teeth to accomplish this. I left there feeling like they were attempting to take advantage of me and was angry. I found another dentist that examined me and quoted $3000. He refused to extract healthy teeth.
    I feel like patients that go into Aspen Dental are gonna be taken to the cleaners unknowingly and they need to be held accountable. After the appointment I received a bill for $135.00 which I have not paid. I thought my insurance was supposed to cover this appointment. At any rate I supposedly have another appointment set up for 2/28/23. I refuse to go or contact them in any way. They are scheisters

    Business Response

    Date: 02/23/2023

    Dear Sir or Madam:Thank you for the opportunity to respond to the complaint filed by
    ***** ****** on behalf of the Roanoke, VA Aspen Dental branded practice, owned and operated by Aspen
    Dental of Virginia PC.  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: 03/08/2023

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

     I just received another bill from them. There has been no attempt to rectify this situation They are charging me for xrays they insisted on taking when I told them they could use the ones I just had taken.  They need to be put outta business 

    Business Response

    Date: 03/09/2023

    This case is still under review.  Please allow more time for a response. 

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