Dentist
Aspen DentalThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
May 28 2024 I went to Aspen dental after being talked in to getting some work done after I denied it many times. So they pulled all my top teeth and gave me a temp denture. They promise me I would have my permanent set in Oct. I was never able to fit the denture. I could not eat or talk swallow etc with the dentures. They kept having me come in for adjustments that was not being made correctly. So I just never wore them walked around with no teeth. October come no one got in contact with me to schedule my appt for my permanent set, I see the end of month was here so I called them and ask was I going to have my denture set. So they rushed and got me in. I came in Nov to do my impressions. The impressions was done so sloppy the tray she put in my mouth did not fit at all. So the material they use to do the impression the girl had so much of it in the tray that it was drooling down my throat coming out all on the side. It made mouth bigger then what it was and when I told her she was like the Dr said it's ok. I got an appointment for Nov 26 to test them out. When they put it in mouth it was soo big to the point they had to pull my cheeks out and force it in my mouth. I'm telling the dr. It's to bigg for my mouth. My lip was poking out so far it would not sit over the dental set that's how big it was. Yet the de would not listen to me. I come in Dec 5 to pick them up and it was an disaster. They did not fit in no type of way at all. They was to long and sat way in the back off my mouth gagging me and to wide to even fit. Once again I'm telling him the impression was not done correctly yet he telling me it me how my bone structure is. He kept trying to file it down it did not work it was rubbing on my gums scrapping my gums like it was bent in. I was in pain. I had been going to Aspen dental for 9 months for this process and he didn't notice the problem with my gum bones. So I did not get the denture ask for refund he said I only get 700 when I paid way more. I workBusiness response
12/13/2024
December 13, 2024
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 experience
at the Aspen Dental branded practice located at Cincinnati, OH (Western Hills) which is independently
owned and operated by ****** Dental Associates Inc.
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,
Carrie R*****
Regulatory Relations Specialist
On behalf of ****** Dental Associates IncCustomer response
12/13/2024
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.
Regards,
****** ****Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of the transaction was February 2022 still on going till I get my retainers I was going through the process of their motto aligners to have my teeth straightened. My insurance paid $3000 in 2022 an a year later they told me I still owed them $995 which was never mentioned till recently. Which is still confusing to me .But I’ve paid $200 on that. During this process, I had a couple teeth that were giving me problems because of the aligners I had emergency in dec/Jan with a front tooth that cracked down center and I had to go another dentist outside of Aspen because Dr. m****n was going to be out of the country for five weeks and the other Dentist in the office apparently was not able to do it without Dr. m****ns OK and it was an issue that could NOT wait that long . I just feel that there have been too many negative issues with Aspen dental at this point that I do not feel comfortable having any other procedures done there .so I just wanted to finish with the alingers and be done . I personally wasn’t pleased with the end result of the aligners but before I could get my retainers from ASPEN I needed to have other work done WHICH WOULDNT BE THRU THEM which they said wouldn’t be a problem. I called them yesterday the last day of sept to make a appt for the retainers and I was told they would call me back later in the day . Now Aspen has not returned my calls for me to come in to get scanned for my retainers.which I have to have so my teeth don’t shift back to the original position. I’m still wearing my last tray to prevent the shifting Even though everybody at Aspen was very friendly and professional there were never any return calls when they were promised, which was my biggest issue with them Thru this whole process. Which I let them know about in probably a not so nice way. I still owe them $700 dollars and I’m sure that want that money ! Well I want my retainers before I make another payment !Business response
10/04/2024
October 4, 2024
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
experience at the Aspen Dental branded practice located at **********, ** ******** *****) which is
independently owned and operated by Kireru Dental Associates Inc.
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,
C***** R*****
Regulatory Relations Specialist
On behalf of Kireru Dental Associates IncInitial Complaint
09/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Aspen dental overcharged for the removal of my daughters wisdom teeth. They told me that I'd get a refund once the claim was processed with our insurance but are now telling me that the claim hasn't closed (even thought metlife says it has and paid them on 7/17/23) and that my estimated refund is only $190.00. They charged more than the negotiated rates with the insurance company. They keep telling me I have to wait for all the claims to process. My insurance says it's ridiculous and that they owe me $550.60 based on negotiated fees.Business response
09/29/2023
September 29, 2023
RE: Acknowledgment of Complaint Case *** ********
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 Cincinnati, OH which is independently
owned and operated by Kireru Dental Associates Inc.
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,
******* *******Business response
11/17/2023
This was resolved with the patient on 10/9/23.Customer response
11/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
They finally gave us a refund when we filed a complaint with our insurance.Regards,
***** ********
Initial Complaint
06/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On October 27th of 2021 I began receiving dental services at Aspen Dental, that included a Max Partial Flexible Base, the cost that was quoted totaled $1.798.00 which include my portion to be $616.40 which I paid in full at my last appointment. On or about 4/15/22 I received a bill from Aspen Dental for $919.52, when I call the office on 4/28/22 I was told by a woman named Elizabeth told me that my balance as of that day was zero. A few months later I began to receive new statements from Aspen Dental saying I owed them $573.88, at that time I contacted by dental insurance company which was ****** **** **** who informed me a predetermination of the cost had not been sent by Aspen Dental until April on 2022, ****** **** **** explained now I was in a new benefit year and they would not pay on a claim from the prior benefit cycle. I reached out to Aspen Dental several times to clear this matter up but to no avail, therefore I have decided to reach out to the BBB and file this complaint. Please contact me with any additional questions you may have or for documentation you may need to assist me in settle this mater. Thank you, *** ******** *** ******* **** *********** *** ***** **** ###-###-####Business response
07/03/2023
July 3rd, 2023
Office of the Better Business Bureau
RE: *** ******** Aspen Dental Account Number: ********
BBB Case No.: ********
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by *** ******** on behalf of the Cincinnati
OH (******* *****) Aspen Dental branded practice, owned and operated by ****** Dental Associates Inc.
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*****Customer response
07/07/2023
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.
Regards,
*** ********Initial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to Aspen to have a broken tooth repaired. I signed a wavier that stated I understood there could be changes to the color of the tooth, the fit of prosthetic and the retention to function, however the tooth broke within two hours of my returning home. I called several times a day to get an emergency appointment to have the broken tooth fixed and was never given a call back. I only asked for the money I paid (91.00) to be returned because I will need to go someplace else to have my broken tooth fixed, again, and Aspen has refused to refund my money. This is a horrible business.Business response
03/31/2023
Response attached.Customer response
04/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Aspen did NOT provide a resolution. I have not been refunded the money I paid to have my tooth fixed and since I had to pay another dentist to fix the problem, I feel Aspen needs to refund my money. I should not have had to pay two dental providers to fix the same problem that only ONE of them fixed and it was NOT ASPEN
Regards,
Mary Jane Yockey
Business response
05/05/2023
Please allow more time for a response.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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