Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband saw aspen dental on july 12 2023 for extractions and bone grafts for the around 4500$. With temp partials for upper and lower. After an an estimated 6 trips to aspen dental in Panama City on 23rd street with them not caring his partials still do not fit. Never have. He can not talk or eat with them they are extremely over sized and do not fit. They have sone 6 or 7 realiments and just said sorry you have to deal. Well a toothpick won't fit in between the teeth. We live 1.5 hrs away from the office and they make it sound like no big deal. His treatment plan changed during sx and they never even bothered to redo the temp just cut out with a dreamal tool the area needed to make the partial work.

  Business response

  04/26/2024

  Please provide the patient's name so this can be reviewed further. 

  Customer response

  04/26/2024

  
  Complaint: 21617444
  
  I am rejecting this response because: no action was taken no response was received.  
  
  Sincerely,
  
  Amanda ********

  Customer response

  04/29/2024

  No care from provider. Multiple visits and problem not taken care of. Thousands spent. Temporary dentures not able to ever be worn. Un able to eat and office does not care. Just deal. Several realalimemnents only made it worse.  Just drive 2 hrs one way and do another realine

  Customer response

  04/29/2024

  
  Complaint: 21617444
  
  I am rejecting this response because:

  Jason ******** - No care from provider. Multiple visits and problem not taken care of. Thousands spent. Temporary dentures not able to ever be worn. Un able to eat and office does not care. Just deal. Several realalimemnents only made it worse.  Just drive 2 hrs one way and do another realine
  
  Sincerely,
  
  Amanda ********

  Customer response

  05/09/2024

  
  Complaint: 21617444
  
  I am rejecting this response because: all they offer is to come back to do a

  permanent denture which was already paid for. If they could not make a temp right or care 

  To make a temp right in 6 visits I do not want to move forward with treatment.  More so

  Went for a second opinion yesterday and woek they claim they did they didnt do.

  also he is not a candidate for implants like they promised, before extracting all his teeth. Paid

  Paid lots of money in bone grafts to find they were Useless and have to be redone by an oral surgeon or 

  Periodontist.  Possibly bone harvest bc they were done subpar or incorrect, litte to no graft 

  was done except for a drop. Maybe of graft in the extraction of the tooth. 

  1000% not satisfied.  Roots werw left behind from extractions.  

  so to continue with subpar treatment and to be lied to will not work. 

  Because we're not getting what was paid for. Having to go back and redo 80% 

  Of what we paid aspen to do. 

   

  
  Amanda ********

  Business response

  05/10/2024

  The patient was offered what the Dr. is willing to do. This is resolved on our end.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MALPRACTICE: Failure to treat. Dr asserted she cannot line my dentures because they were not made by Aspen Dental. I challenged the factual truthfulness of this assertion since all denture shops farm out to fabricators and lining adheres to dentures regardless of who ordered the part (she lied). Dr changed assertion to "Policy" to not line dentures not made by Aspen Dental. I pointed out that "Policy" is a WON'T not a CAN'T. Dr agreed she WON'T line my dentures. I can order new ones if I want. This is a simple failure to treat for a fictitious reason. Two hours wasted going, waiting, being denied service for a fictitious reason, and being lied to.

  Customer response

  12/08/2023

  
  Complaint: 20973993
  
  I am rejecting this response because: The BBB form is defective.  If I hit "accept" the case would close, and that would be premature.  The Response from Aspen to which I'm responding does not offer a resolution to the matter, and merely states that internal investigation has commenced.  I applaud this.

  Specifically I hope that the questions are raised to the Dentist and answered:

  1: Why assert that your lining material won't adhere to my dentures and therefore you CAN'T line them as is needed.  I question the factual accuracy of the statement by the Dentist on this point.

  2: Why you assert that it is Aspen Policy NOT to line dentures not made by Aspen (which is a "won't" not a "can't").

  It appears to me that the dentist was willing to do violence to the truth in order to up-sell me a new set of dentures.

  I hope this matter results in my need for my dentures to be lined to fit my mouth will be reassigned to another (more honest) Dentist.  That was plain in my initial complaint to the BBB that the "satisfaction" I sought was "finish the job".
  
  Sincerely,
  
  ***** *******

  Business response

  12/11/2023

  This complaint is under review.

  Customer response

  12/13/2023

  
  Complaint: 20973993
  
  Aspen Dental refuses to finish the job.

  The dentist in question lied to me twice: Can't line my dentures (said glue wouldn't stick because they're not Aspen-made dentures), and Won't line my dentures because of company policy to not line non-aspen-made dentures.  Adding up these two lies and dividing by common sense, the dentist desired to upsell me to a new set of dentures (price not discussed, but that would be a few thousand)
  

  Since this took cash from my insurance budget for no gain to me,  Aspen is a thief.
  

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

  Business response

  12/19/2023

  This matter is resolved. If you have any questions, please call the office. Thank you!

  Customer response

  12/20/2023

  
  Complaint: 20973993
  
  I am rejecting this response because: The matter was not resolved, it was brushed off.

  I no longer need services from the Panama City Aspen Dental, but I assert and advise all potential customer of the dishonest dentist there.
  
  Sincerely,
  
  ***** *******

  Business response

  12/21/2023

  If you have any further questions, please call the office.

  Customer response

  12/24/2023

  
  Complaint: 20973993
  
  I am rejecting this response because: Acceptance implies (to the BBB) that I'm satisfied with the Panama City Aspen Dental action/attitude.  I am not.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I are patients at Aspen Dental Panama City. My wife chipped a couple of teeth and went in for help on 04/12/2023. She was required to pay an exam fee of $48 charged to her Discover card. After the exam she was told to correct the problem an additional $613.00 would be required. This charge included an appliance guard which they said would prevent teeth grinding as she sleep. She agreed and paid $613.00 on her CareCredit card. I asked if they filed with our insurance company. She didn't know. I went to the Aspen office the next day and spoke with the receptionist. She did not file the charges with our insurance company. I asked her to file the charges with the insurance company and I was told we would see a refund to our cards once payment was received from the insurance company. At that time I told her that we did not want the expense the appliance guard. She cancelled that and said a refund would be processed. A refund of $321.00 for the appliance was placed on the CareCredit card on 04/17/2023. I reviewed claims posted to our insurance company and noticed a claim was paid to Aspen Dental on 04/17/2023 for the visit of 04/12/2023. After a couple of weeks I checked our credit cards and we had not received a refund as I was told would happen. I went to Aspen Dental and asked the office manager, Isaac *********, why we had not received a refund. He told me they were going through a system conversion and all of her account information was not available for view and that he would talk to the people working the conversion. My last call the Mr. ********* was on 06/08/2023. At that time we still had not received a refund. He did not have any idea when a refund would be processed. I then called Aspen's corporate office and spoke with Samatha (she would not provide her last name). She looked at my wife's records and confirmed payment from our insurance company. She could not provide why we had not receive a refund. Still no refund!

  Business response

  07/18/2023

  Response attached.

*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. ↩