Business Profile

Dentist

Aspen Dental

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Initial Complaint
01/14/2025
Complaint Type:
Sales and Advertising Issues
Status:
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.
January through March 2024 I had been seen by Aspen Dental and received 700 dollars worth of treatment. Aspen Dental failed to file my claims with insurance. I contacted my insurance as well as Aspen Dental and the billing office of Aspen Dental assured me in September 2024 that they would file my insurance claims. I had paid 700 dollars out of pocket to the office in ******** **. I called the billing office back 4 weeks layer to check on the status of my claim and was informed that it had never been sent. They reassured me that they would file my claim and money would be returned to me. I called the billing office January 14 2025, now a year later and the office staff placed me on hold for over an hour. I am seeking my claim to be filed with my insurance and the money I overpaid the office to be returned to me.
Business response
01/23/2025
Response attached!

[[BBB transcription via attachment]]

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 ***** ****** *** ****

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
Initial Complaint
08/30/2024
Complaint Type:
Product Issues
Status:
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.
I am trying to seek a refund for partial dentures, that I decided that I did not want. Aspen Dental had already charged me on my **** ****** account that I had to open just to pay for their dental services. This was my very first-time visit (7-24-24) to Aspen Dental, and I thought my insurance would cover some of the cost, but on 8-6-24 my insurance told me that Aspen is out of my network. I have spoken to the office manager in person and phone calls several times about refunding my **** ****** account, our last conversation 8-29-24 she stated that Aspen was waiting to see what my insurance will pay, and I told her that my claim was denied, and they should have received that information already on or about 8-6-24, I called my insurance after that call with Aspen and they told me that yes they had informed Aspen of the denial. I feel like Aspen Dental is giving me the run around trying not to give me a refund for the partial dentures. Also, how can they charge you for a service that they haven`t done yet???
Business response
09/06/2024
Response attached!
Customer response
09/06/2024
I am rejecting this response because: No one from the ******** office has tried to contact me in any way about trying to settle with me about my complaint. I want Aspen Dental to refund my **** ****** account the amount of $1,029.00 for the maxillary partial denture that I decided that I did not want but was billed for. As always, they are giving the run around!! Refund me my money!!!

Business response
09/10/2024
This complaint is under review.
Customer response
09/11/2024
I am rejecting this response because: Aspen dental has nothing to review. I was told by the office manager that they would refund my **** ****** account for the partial that I decided I did not want , this is what they told me , they made it seem like it would be no problem refunding my **** ****** account , but now they are refusing ? I feel like they are scamming consumers !
Initial Complaint
08/06/2024
Complaint Type:
Order Issues
Status:
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.
I went to Aspen dental for tooth extraction and cleaning on 2/21/24. I was given an estimate that said total treatment plan fee was $3185, estimated insurance discount $931.48, estimated insurance benefit was $631.08, and patient responsibility $1633.43. I ultimately ended up being charged $1592 out of pocket. I received an ineligible charge notification from my FSA card provider saying that $755 was charged to my account but the actual service charge was only $633. I received an EOB a few days later showing Aspen submitted $2663.00 of work to them. Metlife paid them $1000.00 and per the discount contract between Metlife and Aspen they cannot charge more than $1000 for the services. So basically Metlife covered $2000.00 (payment & discount). My patient responsibility was only $663 per the EOB. I have called Aspen in Mentor 5-6 times between april & now and given the run around each time. They kept telling me 30-60 days. I have waited 90 days for them to clear this account. I called back today and spoke with ***** who confirmed Metlife paid $2000, I paid $1592. They are only showing a refund of $90 something dollars on the acct. They keep saying they are waiting on payment from insurance but everything was already paid out based off of what they submitted to my insurance. I am due a refund of $929. Each time I am told they are sending the account up to be reviewed by whoever is responsible and/or can make the decision and nothing is happening. She wants me to wait another 2-3 weeks for this acct to be rectified. I had these services done in February and they were paid by metlife 3/13/24. I have been in contact with them since 04/30/24 trying to get this solved. This has been a terrible experience.
Business response
08/13/2024
Response attached!

[[BBB transcription via attachment]]

We are writing to acknowledge receipt of the complaint filed by ********* ****** regarding their
experience at the Aspen Dental branded practice located at Mentor, OH which is independently owned
and operated by Lakireddy Dental LLC.
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.
Customer response
08/20/2024
I am rejecting this response because:

The issue has still not been resolved. I spoke with the office manager who was supposed to be following up with me within 24-48 hours to let me know something and have not heard from anyone since. They are still giving me the run around regarding my refund.
Business response
08/22/2024
This complaint is under review.
Initial Complaint
05/14/2024
Complaint Type:
Order Issues
Status:
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.
I had my teeth cleaned on February 22, 2024, and then at the dentist's request I came back for a fluoride treatment on February 29, 2024. I had to come on two different days at the DENTIST's request. The dentist submitted the claim for the fluoride treatment as a "cleaning" not a fluoride treatment, and as a result my insurance won't cover the cost. I called the office on April 8, 2024 and talked to ****** and ******. ****** agreed to resubmit the claim, but I have not received anything from my insurance company indicating that the claim was resubmitted. I have already paid $118 for what should have been a completely covered cleaning, but now Aspen Dental's collection agency is hounding me for an *additional* $103 for the fluoride treatment that they tried to bill my insurance company for as a second cleaning. Again, Aspen Dental has already been paid the $118 that I paid on February 22, plus my insurance company's payment for a cleaning. I want Aspen Dental to either resubmit the $103 charge for the fluoride treatment correctly so the insurance company will cover it, or waive the fee entirely. Aspen Dental also needs to stop harassing me for the $103 charge.
Business response
05/14/2024
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
05/14/2024
I am rejecting this response because: I provided a copy of their invoice and they’re claiming they cannot find my account.

Business response
05/22/2024
Response attached!

[[BBB transcription via attachment; see attachment]]

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 ********* ****** ***.
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.
Customer response
05/23/2024
The response is basically "we are looking into the matter." The case is not resolved, so this is the only response I can provide. I'm fine with giving the business a reasonable amount of time to respond fully. Thank you.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
7 months ago, I went in for a cleaning. They called my insurance provider and too see what they will cover and then charged my credit card to pay for the balance. I get a bill in the mail last week. I tried calling the number on the bill but nobody picked up. It says M-F 9am-8pm. I called later around 7:30 and it said that their billing department is open between 9am-8pm call back before 5 and then hung up on me. I tried calling again today and was on hold for over 20 minutes. I hung up and tried calling back on the phone number on the website. Again on hold that was going to put me past my lunch break.
Business response
03/15/2024
Response attached.
Business response
03/29/2024
We are writing to acknowledge receipt of the complaint filed by ******** ********* regarding their
experience at the Aspen Dental branded practice located in Streetsboro, OH which is independently
owned and operated by Lakireddy Dental LLC.
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,
******* *******
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was told if I wanted dentures to go to Aspen Dental. So I did in April 2023 in columbus ms My initial appointment went great Third or so appointment I got my temporary teeth (4 teeth out of wax) The dentist sent them off and said they'll be back in 2-3 weeks Here we are almost a YEAR later! I have called and visited again to express my concern . The office staff keeps giving me the run around . They said the dentist went to another location (20mins) and I needed to talk to him. I contacted that office and the response was he has nothing to do with that. If he sent them off from there they should arrive there My insurance paid most of it ( due to me having a baby I went to a lower covered insurance in Nov 2023 I got approved for the care credit. I have been paying monthly for something I do not have and is getting refused to get. I'm so disappointed it is ridiculous that an office and team members are like this .
Business response
03/13/2024
Response attached.
Business response
03/14/2024
[BBB transcription via attachment]

We are writing to acknowledge receipt of the complaint filed by ***** ******* regarding their
experience at the Aspen Dental branded practice located at 1616 US Highway 45 Columbus, MS which is
independently owned and operated by Dr. Scott M. Dickinson, D.M.D., P.C.
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.
Initial Complaint
03/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
i went in for a free consultation and then was sent a bill complete bait and switch scam
Business response
03/13/2024
Response attached!
Business response
03/13/2024
[BBB transcription via attachment]]

We are writing to acknowledge receipt of the complaint filed by ***** ****** regarding their experience
at the Aspen Dental branded practice located at Wichita, KS which is independently owned and
operated by ICT DENTISTRY LLC.
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.
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to formally address a concerning issue regarding billing and misinformation I encountered during my recent visit to your office. I sought a quote for a mouthguard, and per the assistant manager, I was informed that this product was covered by my insurance. An estimate was provided, indicating that I would be responsible for 50% of the cost, with the remaining amount covered by my insurance. Subsequently, I paid the specified 50% amounting to $337.50. However, several weeks later, upon contacting your office to schedule a follow-up visit due to discomfort with the mouthguard, I was informed of an outstanding balance. According to the assistant manager, my insurance did not cover the remaining balance, contradicting the initial information provided. Upon reaching out to my insurance provider, I was informed that the mouthguard was never covered under my policy, and there were no changes to my benefits. This discrepancy is significant, as an estimate implies partial coverage, while the reality indicates no coverage at all. During my post-op visit, I discussed this discrepancy with the assistant manager, who assured me that he would personally follow up with the insurance company. Despite his assurance, I did not receive any updates or resolution. Subsequently, I contacted the billing department, and despite assurances from the office manager to address the issue, I have not received any further communication. I am deeply disappointed and frustrated by this situation. As a patient, I should not be held accountable for the office’s misinformation and billing discrepancies. It is unacceptable for patients to bear the financial burden of errors made by the office staff. I kindly request immediate attention to this matter and a prompt resolution. Additionally, I urge your office to review and rectify your communication and billing processes to prevent similar issues in the future. This occurred at Aspen Dental **** ******** ****, ******** ** *****.
Business response
03/07/2024
Response attached!
Business response
03/08/2024
[[BBB transcription via attachment]]

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 **** ******** DDS, Holdings, 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 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.
Initial Complaint
03/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan 17 2024 I got a temporary crown and made a deposit of 297.00. I was supposed to get the permanent crown on 1/31/24 which is the date my insurance expired. My appointment was cancelled because the crown was not in. Since that time I’ve called at least a dozen times but they either don’t answer or promise me a call back. I finally reached them on Monday this week and they advised that I would have to go back in for another scan and they would reorder the permanent crown (another two weeks wait putting me to a two month wait time). I requested a discount equal to what I would have paid if I still had insurance. They refused and offered me a 20percent discount which was still higher than my initial quote.
Business response
03/07/2024
Response attached.
Business response
03/08/2024
[[BBB transcription via attachment]]

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 ******** * ******* *** * **** ******* **.
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.

Customer response
03/08/2024
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. I will except to hear from the **** ******* office
Customer response
03/18/2024
Have heard nothing from Aspen
Business response
03/20/2024
This complaint is under review.
Customer response
03/22/2024
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.
Initial Complaint
03/06/2024
Complaint Type:
Billing Issues
Status:
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.
In 2023 Aspen Dental ** filed claims on our behalf to our health plan. Claims were fully processed by the health insurance plan. For claims that were eligible for reimbursement, Aspen Dental ** has been paid by the health insurance plan as early as December 2023. The key issue is that Aspen Dental charged the patient a full amount upfront and ADDITIONALLY collected the money from the health insurance plan which should have been released to the patient. Even after 3 months of that occurring, Aspen has still not provided a credit. During weekly calls with Aspen, they continue to tell that the claims are "pending". In the meantime, however, Aspen Dental tried to collect even more money from the patient by sending an incorrect billing statement. The so-called patient satisfaction team, ********, ** created a case number ******* as part of their escalation process, but nothing gets resolved. Aspen received detailed letters from the patient with the full explanation of benefits from the health plan including the dates of when Aspen Dental collected the money from the health insurance plan. Aspen is sitting on $407 that should be released as a credit to the patient for 3 months now. The additional implication is that Aspen Dental's system still suggests the patient owes a certain amount to Aspen Dental. Based on that misinformation the patient is unable to schedule a follow up appointment for regular dental care. So, Aspen operates with information that is completely inaccurate, retains funds that does not belong to them and criminalizes patients because of their financial mismanagement.
Business response
03/18/2024
Response attached.
Customer response
03/19/2024
I am rejecting this response because:

It is a standard template response that does not acknowledge anything specific related to the claim. In the meantime I contacted the Aspen Dental satisfaction team in ******** again on March 18. Aspen promised to pay the refund within the next 3-5 business days. Until we have received the credit this case remains open. Additionally, we are transferring to a new dentist office who has our HIPAA authorization to obtain our health records from Aspen Dental. They better not take 3 months to release those records to our new dentist. In order for this complaint to be resolved satisfactorily we must receive payment and Aspen must release our health records immediately when requested.
Business response
03/20/2024
This complaint is under review.
Customer response
03/22/2024
I am rejecting this response because:

The response just states that my complaint is under review. Aspen has been reviewing the dental claims for months now.
Customer response
03/26/2024
After a 3 month wait time Aspen Dental has finally paid the refund to us.
We are now still waiting for Aspen to release our health records to our new dentist. Again, we have been waiting now for a month for Aspen to do this very routine request. Our new dentist has made 2 requests to Aspen Dental thus far with no response from Aspen. It severely delays our next dental appointment.
As stated previously this case remains open until Aspen has released our records

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