Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 my Dentist recommended an extraction that he could not perform, I contacted my dental insurance, ****** Health for a par provider and they recommended Aspen dental in Vestal NY. I received an appointment the end of March and had an extraction I PD out of pocket $240. Aspen was also filing with my insurance. Over the next month I made several calls to my dental insurance asking if they received a claim from Aspen and what would they pay. Every time I called ****** they wou say there's no claim and I would call Aspen again to submit claim. This went in til June. Finally in June Aspen received $232 from ******, which means they need to reimburse me 232 of the 240 I PD. It is now July and no money. We called June 3 and was told they'd send it back to my check/debit card. I explained I no longer have that card due to a fraud alert, I was told they'd send a ck. After waiting 2 weeks I called corporate office and was told it was sent to my card. I called my credit union nothing was sent. I called corporate again June 25th was told they would call me by Friday with a reference number so my credit union can look for it ..I have received no call. And no refund Aspen vestal ** ***********  Aspen corporation ###-###-#### My wife and I are in our 60s, we feel the run around we've been given is partially due to our age, it's their way of trying to take advantage of us in hopes we will give up.

  Business response

  07/01/2024

  
  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 Vestal, NY which is independently owned and operated by CHARBEL G**** DMD 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 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,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/16/23 I visited Aspen Dental in Vestal, NY and was diagnosed with Periodontitis. I made it clear to the office Manager, Florencia, that she needs to work with my insurance company. I verbally requested prior authorization. Florencia assured me that she would work with my insurance provider. 1/19/23 I returned to the office, Florencia told me she can’t get anyone on the phone at ******** but she would keep trying. Before the apt, I either could not get ahold of Florencia or was told that ******** was not yet reachable. Within a week of the procedure, I called ******** and reached them the 1st time. I then called Florencia and allowed them to have a conference call. Day of apt, Florencia told me that ******** wasn’t covering the procedure. She claimed she followed my request for prior authorization to make sure the insurance would cover anything if anything. I paid the bill, signed the paperwork based on their assurances they gave me. After the procedure, I received claim paperwork from ******** saying that they would have covered the procedure but Aspen Dental didn’t follow their procedures and schedule of treatment. I called ******** and they said there should have never been a problem for the practice manager to find out the procedures and schedule as there are documents provided in the office that she would have referenced without even calling. I attempted to get support at the local office and the corporate office. I was told Florencia left the office & the new office manager would call me back. I spoke to corporate many times. They said that the issue was escalated to their insurance team or a supervisor and I would hear back within a month. I never heard back once from anyone. Delays were initially blamed on server issues they had but as that cleared up, the behavior continued. I finally received word in late 2023 that since I signed the paperwork, regardless of the lies that I was told, I was responsible for all costs.

  Business response

  05/13/2024

  We are writing to acknowledge receipt of the complaint filed by ******** ******** regarding their experience at the Aspen Dental branded practice located in Vestal, NY 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 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, Rebekah C****** Regulatory Relations Specialist Aspen Dental Management Inc.

  Customer response

  05/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Rebekah C******, the Regulatory Relations Specialist of Aspen Dental Management, Inc. Stated that a member of the local privately owned office would contact me within 5 business days. She invited me to reach out to her with any questions but neglected to leave ANY contact information. This case is due to close in 5 business days. 2 days after receiving the message, I've called the local office and attempted to talk to the practice manager and even left messages. No attempt to contact me has occurred and no method to contact them has been left. They are simply hoping that the complaint will time out after 5 business days. This is consistent with the practices I have experienced thus far.   Regards,  ******** * ********

  Business response

  05/17/2024

  This complaint is under review. 

  Customer response

  05/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    They keep saying they are looking into it, will look into it but I don't get any answers.  Can you please respond to my complaint matter?  Regards,  ******** * ********

  Business response

  05/28/2024

  This complaint is under review.

  Customer response

  05/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The corporate contact supported some reduction of cost that was consistent with the errors made in office.   Regards,  ******** * ********

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 27,2023 I was seen by their staff and x-rays taken. I was told that i needed to have surgery that day by the oral surgeon andhad to pay the cost up front and then be reimbursed by medicare. I paid $1328.00 and then told to come back 3 hours later for surgery. I left and then received a call that the surgeon would take me sooner. When I arrived the surgeon took a look at me and informed me he could not do the job to see a surgeon. I had been referred by a surgeon to him. He saud he would not charge and gave me a written referral. The office person then told me the $1328.00 I paid up front would be refunded, as of 7 days laterithasnot and the office now puts thecallsinto voicemail and does not return calls. I have since spoken with another surgeon which needs the xrays but they dont take calls so there isno way to get thexrays to them. They did not preform a surgery and need to refund my money. People need to be madeaware of their horrible business practices. I also need these xrays gotten to another dentist as thedentist has requested. Thank you

  Business response

  07/24/2023

  Thank you for the opportunity to respond to the complaint filed by ******* **** on behalf of the Vestal,NY Aspen Dental branded practice, owned and operated by CHARBEL G**** DMD 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*****Julie G*****Manager, Regulatory RelationsAspen Dental Management, Inc.281 Sanders Creek ParkwayEast Syracuse, NY 13057On behalf of CHARBEL G**** DMD PLLC

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Before I went to Aspen dental I checked to see if they were in network for my medical coverage and it said yes. When I arrived at Aspen for a extraction I was told that they do not submit a bill and I would have to pay out of my pocket and send the bill to my insurance and I would be reimbursed the amount I laid out. I sent the bill to my insurance and it was for $240.55 and I only was paid $139.00, my insurance told me they only paid me the amount that they allow if Aspen sent a bill. I called Aspen dental and they told me there not responsible for what my insurance pays back for a procedure. I explained to them that I was to understand that I would be paid for the full amount of the procedure otherwise I would have never agreed or had the procedure done. I should have been informed that I may not receive a full reimbursement from my insurance, I was never told and when I contacted Aspen dental about the issue they denied that they said I would be reimbursed for the full amount and were rude speaking to me and didn't seem to care that I got stuck for $101.00, I am on a limited income SSDI and every dollar counts and I feel ins not right that I was not informed properly about paying upfront and getting reimbursed. I would never have agreed and went elsewhere for the procedure where they bill my insurance directly and I wouldn't get cheated and have to pay out of pocket. Its unfair that this wasn't explained to me and that I should have to have paid anything when I have coverage and live On a limited income.

  Business response

  03/26/2023

  Dear Sir or Madam,  Thank you for the opportunity to respond to the complaint filed by ******* ****** on behalf of the Vestal,  NY Aspen Dental branded practice, owned and operated by ******* ***** *** ***** 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  Aspen Dental Management, Inc.  *** ******* ***** *******   **** ********* ** *****  On behalf of ******* ***** *** ****  Phone: ************ ext. ******  

  Customer response

  03/27/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.       I would like a refund in the amount of $ 101.00 the amount I had to pay out of my pocket. The business response only stated that they would contact me, nothing about a refund so to me thats unacceptable.  Regards,  ******* ******

  Business response

  04/05/2023

  This complaint is still being reviewed.  Please allow more time.  Thank you!

*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. ↩