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Complaint Details
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Initial Complaint
09/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was told at the time of final service my account was zero balance, all insurance was exhausted. I now I get phone calls saying I have a balance of $1,000. I you can see by the statement Aspen emailed me it says clearly Patient responsibility is $0 Aspen insist I pay them $1,000 They never sent monthly billing statements. I'm 70 yrs old and don't need this on my credit record.Thank you kindly
Business response
09/18/2024
Response attached!Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I did my first ever Appointment With this Business Shown up with all needed after I had to get my Plan Number for them to get me in the system... and after the X-rays and Mouth check The Store Manager "Falsely Quoted me $850" for something Meridian Covers in there Handbook. Scaling and Root planing .. is 100% Covered Fully Under Law... I Canceled my 2nd Appointment and left a 1 star review and that Reads "These people are Tanking my Credit score I was at a 679 now at 663... Don't go to these people... ill pay of the $135 for that Tooth Brush... I'm Never Coming back... Cancel that Care Credit card..." and Yes that's true.. There Trying to Illegally Trying to Tank my Credit Tried to bill me $850 for it...Customer response
09/11/2024
This is Aspen dentals "Care Credit" Statement There just out to Wrongfully charge you $850 for something That Meridian COvers 100% the Scaleing and Root Planeing is Legaly coverd By my ******** There Full My 1 Star Review will Stay and Tarnishes my CreditBusiness response
09/17/2024
Response attached!Customer response
09/17/2024
Complaint: 22237365
I am rejecting this response because:
Upon further review of the situation, it has become evident that the actions taken by this location were inappropriate and unjustified. Specifically, the handling of this case resulted in wrongful charges that negatively impacted the patients credit score. This behavior is both unacceptable and in violation of the trust that patients place in our brand.
Sincerely,
******* *******Business response
09/18/2024
This complaint is under review.Initial Complaint
08/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 2 9 2024 I went to dentist and paid the amount I was told the bill was. 5 months later they billed me $2373.00 and adjusted ****** which brings a total of $1493.50. This is deceptive practice. I have called billing department and they just say it's owed.Business response
08/27/2024
Response attached!Initial Complaint
06/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My account number is ********, and my issue is regarding the ********, ** location of Aspen Dental. As I was unable to locate a BBB record for them, I am selecting what I believe is the corporate headquarters instead. My issue is that this particular location has not once brought to my attention that there was a billing issue any time I visited, up until my last appointment in December of 2023. I've paid whatever payments were requested from me each time I was there. However, as of around February or March of this year (2024), I began receiving invoices for outstanding items that were not paid for. I attempted to call the ******** location more than once since then, including the last week of May and was told that someone would look into it and would call me back. The call back never happened. -- The bulk of the bill appears to be from when I had a tooth crack in August (2023) where I was recommended a root canal and bridge. Due to financial issues on my end, they told me they could do the work with the remaining balance on my Aspen Dental credit card, which at the time was $1700. However, now looking at the billing statement, I owe nearly $1400 just from that set of procedures alone. Again, this was never once brought to my attention. I am extremely disappointed in this and feel like I am being taken advantage of. I cannot afford this bill. In fact, I couldn't even afford the credit card anymore with its extremely high payments, and as a result, I have entered into a *************** Program as of March (2024). -- I am at the point where I will stop being an Aspen Dental customer and seek a new dentist for my future care.Business response
06/18/2024
Response attached.Customer response
06/18/2024
Complaint: 21825218
I am rejecting this response because: I have been promised multiple times by the Norridge, ** location that someone would review the problem and reach out to me (hence, me engaging the BBB). To my knowledge, that has never happened, as I do not have any record of a voicemail attempt, a mailed letter, email, etc. Unfortunately, I do not trust that this will actually happen, and that I will continue to receive letters regarding my account balance being past due (and eventually turned over to a collection agency). Furthermore, due to my complete loss of faith in this location, I have already withdrawn as a patient and requested my records to be sent to a new provider. -- I need actual, concrete action taken regarding my account and not a promise that someone will reach out. That promise is simply worthless.
Sincerely,
*********************Business response
06/19/2024
This complaint is under review.Customer response
06/19/2024
Complaint: 21825218
I am rejecting this response because:
Hello, I just wanted to provide an update on this. I prematurely rejected the resolution and can confirm that the local ******** location reached out to me this morning. They are insisting that the majority of my balance was a result of insurance claims that were pending and they "finally" went through. The individual I spoke with did mention while the remaining balance is now less than $300 that it will be taken care of and/or written off. I made it very clear to that location that I am hesitant to believe this and that I do require written proof that the balance has been taken care of and that I will no longer owe anything to them. If they can provide me with this proof (for my legal documentation purposes), then I will accept the resolution.
Sincerely,
*********************Business response
06/19/2024
Please call the office to obtain a copy of your ledger.Customer response
06/20/2024
Better Business Bureau:
I have received a copy of my ledger, as promised by the Norridge location, and can confirm that my balance is now $0.00. Therefore, I am satisfied and confirm that this case may be closed.
Sincerely,
*********************Initial Complaint
03/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The Aspen Dental branch in ******, ** accepts our insurance, Fidelis and are in network. They booked my spouse and I with various dentists, all in network. Then, When it came to our cleanings and dental work they scheduled us with an out-of-network doctor without telling us. For some reason, my spouse was billed as if the doctor had been in-network, but for me, they billed me $835.50 as if I had no insurance. When we complained they agreed it was their fault and they would send us a reduced bill. They did not. Then I spoke to a regional branch and the manager assured me she would reduce the bill, and we could pay a lower amount. We never received a bill. Then, months later we get a letter from a collections agency asking for the $835.50. I have responded to their letter asking them to delay collection and explaining the situation. I have spoken to a woman named *****, who told me I would receive a call later that day from "*******************", apparently the office manager (though ***** had trouble remembering their name). So far I have received no contact and its been a week.Business response
03/18/2024
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!Customer response
03/20/2024
Complaint: 21443973
I am rejecting this response because: They have requested my account number. Here is my account number: ********
Sincerely,
***************************Business response
03/22/2024
Response attached!Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am a patient at Aspen Dental located in ***************. I became a patient in Nov. 2023 at which time I purchased a denture which came with a warranty. I received my denture in Dec. 2023 however it had to be remade due to it having the incorrect gum color. Two weeks after receiving the remade denture I was eating bread and the denture cracked, I notified the office and they remade the denture. The remade denture was then damaged by the technician when filing down a tooth which resulted in another denture having to be made. I picked up what is now my 3rd denture on Feb. 28th, I requested the filing down of two teeth which is a common ask. The technician becomes unhinged screaming profusely in the office and the doctor comes in unapologetic trying to justify the the technicians behavior. I in a calm manner began pointed out to the doctor the terrible experience I have had to date with his office and yet I still continued to show them *****, in response the doctor became unhinged. As of 3.10.24 the 3rd replacement has now cracked in the same location as the other. I do not want a remake I want a full refund and I will return the damaged denture immediately.Due to behavior displayed by the dentist and tech on previous visit I do not feel comfortable dealing with to this office directly, as I am fearful of both the dentist and tech. Therefore arrangements need to be made allowing me to hand off broken denture to receptionist, receptionist given me receipt and Aspen promptly refunding me.Business response
03/13/2024
Response attached!Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As shown in the attached Statement of Claim, my spouse got two porcelain crowns on 3/8/2023 at Aspen Dental in ******, ***********. Also as indicated attached, Aspen Dental failed to provide the information requested by ***** to cover for the insured portion of the two porcelain crowns, namely the x-rays for teeth numbers 8 and 9. I contacted Cigna and Aspen Dental multiple times, but Aspen Dental continues to submit the wrong x-rays. It has been almost a year of continuous calling and waiting in the phone for hours just to be hanged up after being told we have requested that billing submit the x-rays for teeth numbers 8 and 9. That is all we can do! I asked them to allow me to speak with billing; I am told I cannot speak with billing. I paid hundreds of dollars for this procedure on 3/8/2023 including the x-rays for the correct teeth. Aspen Dental committed to take x-rays for teeth numbers 8 and 9 and to share the information required by Cigna. Aspen Dental has failed in providing the correct x-rays. I expect Aspen Dental to either provide the correct x-rays to Cigna so that the insurance claim is processed or to reimburse me for at least 400 dollars for the failure in service, loss of wages, and other damages, in addition to Aspen Dental assuming any expense that be not covered by Cigna for Aspen Dentals failure in service. ID Number: ********** Claim ID: ************* Claim Number A2 015 001 Group Number *******Business response
01/12/2024
Response attached!Customer response
01/12/2024
Complaint: 21124723
I am rejecting this response because Aspen Dental has not solved anything related to my complaint. All they said is that the office that caused the complaint, Aspen Dental branded practice located at ******, **, "is independently owned and operated by D J Park PC." This statement tries to redirect responsibility instead of solving the issue. Aspen Dental in ***************************************************************************** never called me to try to solve this issue but instead has responded to my calls stating that we have requested that billing submit the x-rays for teeth numbers 8 and 9. That is all we can do! I asked them to allow me to speak with billing; I am told I cannot speak with billing. I paid hundreds of dollars for this procedure on 3/8/2023 including the x-rays for the correct teeth. Aspen Dental committed to take x-rays for teeth numbers 8 and 9 and to share the information required by Cigna. Aspen Dental continues to fail in providing the correct x-rays. I expected Aspen Dental to send the correct x-rays to Cigna so that the insurance claim is processed or to reimburse me for at least 400 dollars for the failure in service, loss of wages, and other damages, in addition to Aspen Dental assuming any expense that be not covered by Cigna for Aspen Dentals failure in service. Aspen Dental should have solved the issue by now but is still refusing to solve the issue and instead is postponing it and continues to waste my time and money.CORRECTION: The subscriber is not *****************************; I am the subscriber and the one paying who paid the bill. I would appreciate if I were the one who is addressed in any response.
Sincerely,
*****************************Business response
01/15/2024
Hello - just for clarification, is this complaint regarding ***************************? If not, what is the patient's name and date of birth? Thank you!Customer response
01/15/2024
Complaint: 21124723
I am rejecting this response because the business has not completed any satisfactory action. The business only asked questions. In response and as stated in both of our last letters through BBB, the patient's name is *****************************. Her DOB is 03/15/1993.
Sincerely,
******** and *****************************Business response
01/16/2024
Thank you. This complaint is under review.Business response
01/16/2024
This complaint is under review.Business response
01/16/2024
This complaint is under review.Initial Complaint
12/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January 9th 2023 I was provided a Treatment Plan Summary and my patient responsibility that I paid was based on this, I paid a total of $1720.20 and $457 was fraudulently billed/charged that I paid and should be reimbursed, in addition if your office would have submitted claims accurately and honestly to Aetna I would have met my deductible and 100% of my services would have been covered which would have left me with approximately $250 that I would be responsible for. Your office collected over $1000 fraudulently from me and should be refunded back to me immediately. D4910: Periodontal Maintenance Procedures- this was never billed out to insurance and is not listed on my EO*s. This is a covered service. Patient responsibility I paid: $12.00. D4999: Oral * *************** *rush- I DID NOT receive this, I was never even spoken to about this and never requested or left your office with one. Patient responsibility I paid: $135.00. D4921: Gingival Irrigation Per Quadrant- on my Treatment Plan Summary this charge was listed TWICE for each level, I am one person- one mouth. This charge was double billed and was never even sent to Aetna on any claims. I paid $19 per charge- $152.00 total. UL LL UR LR LR UL UR LL My EO* Dated September 13th, 2023 shows that you billed Aetna for the services rendered of: Periodontal Scaling and Root D4342 on 9/1/23--- two charges each $219.00**THESE SERVICES ARE NOT LISTED ON MY TREATMENT PLAN SUMMARY AND ARE STILL NOT *EING PAID *Y AETNA *ECAUSE THEY HAVE REQUESTED MORE INFORMATION/IMAGES THAT THEY HAVE NOT RECEIVED FROM YOUR OFFICE. THIS CLAIM WAS DENIED AND WILL NOT *E PAID *ECAUSE THEY REQUESTED THIS INFORMATION ON 9/13/23 AND YOUR OFFICE HAD 45 DAYS TO SU*MIT THE REQUIRED INFORMATION AND DID NOT. Periodontal ************** Planing, 4+ teeth D4341, on my Treatment Plan Summary it was listed/charged as $310 per Quadrant, with patient financial responsibility amount of $25.20 which would be a total of $100.80 I would be responsible for after billing insurance, however only 2 D4341 charges were submitted to insurance and these were denied for the same reason as above, did not submit requested information to insurance in a timely manner. Yet again, another fraudulently billing practice but you still collected from me. UL LL UR LR THE TWO PENDING CLAIMS AS THE OFFICE MANAGER STATED IN AN EMAIL *ACK TO ME, ARE NOT PENDING THEY WERE DENIED DUE TO YOUR OFFICE NOT PROVIDING REQUIRED INFORMATION YET YOUR OFFICE STILL COLLECTED MY PORTION OF THE SERVICES. Additionally, my first treatment plan that I was given on 9/28/23 it showed that my total treatment plan would be $4,060.00 vs the 2nd treatment plan where double billing, fraudulently billing appeared and made the total $6,746.00.Business response
12/04/2023
Response attached.Initial Complaint
09/29/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Money I paid up frontCustomer response
10/01/2023
I went to the Aspen dentist on 9/22/2023, they took x-rays, and I was told I needed a root canal. I paid that day for the procedure in the amount of $1,814.00 dollars. On 9/29/2023 I went back to the dentist for the procedure and the dentist that specialized in root canals told me that he did not know how to do the root canal even though I was examined on the first visit. I was told that they would refund my money but they only gave me $1,450.00 dollars. When I asked where the rest of it is, they told me that the $364.00 dollars was for the x-ray and visit. I feel that since I was told that they could do the procedure on the first visit and they could not, they should have refunded me the full amount. I went to a different dentist and I told him what the dentist at Aspen said about the procedure and he said he did not understand what the dentist was talking about, he said that it was a normal procedure and did the root canal.Business response
10/03/2023
Response attached.Customer response
10/09/2023
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. I have been told from a representative on 10/9/2023 from Aspen Dental that I will receive a refund for the $364.00 dollars that they originally did not refund me for the work that they could not do and I should see the refund on my credit card with 7 days.
Sincerely,
***********************Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started my Invisalign treatment in ******* however soon after I had to move to NY. I transferred my case to the closest location at that time that did the Invisalign I started. This location in ***********, **. Has been one issue after another. I am completely disappointed with my treatment plan. Ive had more refinement treatments then I can count and Im going on 3 years having to wear these aligners UNSUCCESSFULLY! Every single time I need a refinement done it sets me back and the office makes it impossible to schedule an appointment to have my buttons removed. They never answer the phone. Ive had to call complaints into the corporate office over 5 times in addition to filing a complaint on one of the dentists licenses for leaving me sitting over an hour in the procedure chair with zero explanation on why. It wasnt until one of the dental hygienists noticed me still sitting there that I was informed he would not be removing my buttons and I had wasted my time driving the 2 hours it takes me to this location. I had to drive all the way back to my home in NY and reschedule. Just once again putting this treatment plan off. I called for a refund and Im told by the ** location that the original location is responsible for my refund. I call that location in ******* and Im told by them that its the ** location responsible. They are just passing off the responsibility and taking no accountability for their baffaling actions. I just want to be done with Aspen already! I feel like a prisoner out thousands of dollars being forced to continue a plan for straighter teeth that isnt even working! Between the office and the aligners not working out Im very let down!Business response
09/18/2023
Response attached.
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Get a QuoteCustomer Complaints Summary
17 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
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