Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started a treatment plan with Aspen Dental on Talmadge Road in 12/2022. They advised me they were in network with my insurance, so I scheduled appointments. After a couple appointments, I received an insurance claim with a higher out of pocket cost than past statements. I asked the office to check into this and they advised they would. About two more appointments went by and I asked at each one, which they did not have an answer. I then received another large statement and called them to ask about it. They eventually called and said it was because one of the dentists was out of network and the other was in network. The only issue with this is they scheduled me to see the out of network dentist twice in this span because the in network dentist was not available. So after finding out the reasoning for these larger bills, I asked the office if they could waive any of the charges due to me not being aware of the one dentist being out of network. They said they would talk with the owner and get back to me. I never received a call regarding this issue, instead was called a day before my next appointment to state my appointment is cancelled due to my balance not being paid. At this point I requested to sit down with some about my balance. Once talking with the office manager, ********, she showed me the treatment plan from my first visit and said “see look you signed this part at the bottom which states you are responsible for any extra costs not covered by insurance”. The only issue with this is, it was not my signature at the bottom. It was someone who had signed for me, and she defended it saying it must have been a verbal signature. At this point, I asked them to work with me again on waiving some of the balance and they refused. I want to report this act of forgery and negligence by the office. I am hoping to prevent this from happening to other people, as I am sure they do this to many other patients in need of dental care.

  Business response

  04/09/2023

  Dear Sir or Madam:
  
  Thank you for the opportunity to respond to the complaint filed by ****** ***** on behalf of the Toledo, OH Aspen Dental branded practice, owned and operated by Calderon Dental Group LLC.  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.

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: the response is a basic response saying they will look more into it. I would appreciate a further explanation for the issues that have occurred with this dental practice. 
  
  Sincerely,
  
  ****** *****

  Business response

  04/16/2023

  This case is still being reviewed.  Please allow more time for a response.

  Customer response

  04/19/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in June I went for free exam. We spoke and medicare paid 1799 and I came out of pocket with 2 credit cards. I am not at all satisfied with my upper denture. I have been there so many times for different appointments. This is October, now they have my denture and I was supposed to pick them up on Friday October 14th at 3:30 pm. I got there and at 3: 27 I received a call cancelling my appointment. Since I was there she came to me and said the lab is closed and they will call me with an appointment to get them finished on Monday. I received no call and on Tuesday I called them and tried to find out what is going on....no lab tech for awhile, on leave, didn't send my teeth to another lab. She said there's other people ahead of me and they don't know yet what they are doing. I'm just totally unsatisfied with the dentures themselves and they advertise a money back guarantee if not satisfied. I tried to cancel the teeth (they have possession of them), I'm tired of running back and forth and they said they cannot refund the money until I see the Doctor again so she can sign off of it. Iwill not have another appointment with them for that reason. I need a refund and I am done with them. They made my teeth 2 times already, this would have been the 2nd impression. I was not happy with the first plate because it fell right off in my mouth, did an impression, fixed the plate. Pick them up and all the teeth were hanging on my right side and not centered, did another impression few weeks back and was supposed to pick up the 14th. I have been without dentures for 4 months now and I am not happy and just want my money back

  Business response

  10/27/2022

  Response attached. 

• Initial Complaint

  05/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in for top dentures. They pulled my teeth and gave me a temporary top plate. It was awkward and too big for my mouth. They told me it would take some time. After 3 months went back to have them fix the dentures. They remade them. They were so lopsided that I would bite a hole in my cheek while trying to eat. Went back a 3rd time to have them fix them. They did a soft align which just made things worse. Now I'm paying $6000 for a top denture that I can hardly wear. It's so big it makes me gag and it is still lopsided. I want them to fix them correctly.

  Business response

  06/02/2022

  Dear Sir or Madam:
  Thank you for the opportunity to respond to the complaint filed by **** ****** on behalf of the ******* ** 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.

  Customer response

  06/02/2022

   
  Complaint: ********
  
  I am rejecting this response because: they never follow through
  
  Sincerely,
  
  **** ******

  Business response

  06/08/2022

  This complaint is still being worked on.  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. ↩