Complaints

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The issue is when I got my teeth they stated they accepted care credit but they put the charge through without setting up the interest free payment plan. Since March 4, 2023 I have been paying care credit 26.99% interest on my teeth. As soon as I figured this out I went up and asked them to reverse the charge and set it up as a payment plan. Their response was they did not know how. I have been unable to get my teeth paid off due to this error on their part. If they do not know the proper way to use CareCredit they should not accept it. I also bought the highest quality set of teeth they had and have already been in twice due to teeth falling out of my set. I thought the highest grade set of teeth would be better than this but I am most upset about not being set up on an interest free payment plan and that I was not told before the charge was placed that they did not know how to do an interest free plan. I would like them to reverse the charge, recharge as interest free payment plan and refund the interest I have paid of 26.99% over the past 9 months. I have no way of paying this off with my cut retirement and my wife being out of a job. This needs to be set up correctly and I need to be reimbursed for interest paid thus far.

  Business response

  01/02/2024

  1/2/2024
  
  
  
  RE: Acknowledgment of Complaint Case No. ********
  
  
  
  Dear Sir/Madam,
  
  
  
  We are wring to acknowledge receipt of the complaint ?led by ***** ******** regarding their
  experience at the Aspen Dental branded practice located at **** ***** ****** *********** **** which is
  independently owned and operated by Lakireddy Dental LLC.
  
  Upon receiving the complaint, the o?ce that treated the patient will initiate an internal review of the
  issues raised. A team member from that o?ce 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 Beer Business Bureau's role in facilitating communication between consumers and
  businesses and take this matter seriously. Rest assured that we will make every e?ort 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,
  
  
  
  Julie G*****
  
  Manager, Regulatory Relations
  
  Aspen Dental

  Business response

  02/22/2024

  Please contact Whitney at the office, ***** ********* option 2 for further assistance. 

  Customer response

  03/05/2024

  Better Business Bureau

  they have done nothing but ask us for statements from CareCredit which we are not obligated to and cannot give them.  They know they should have set up a payment plan and did not.  
  

  We are tired of dealing with it so we will just not recommend them to anyone we know.

  
  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received services from Aspen Dental in **********, **** in March, 2023. They were going to provide a crown but after several attempts were not able to. We decided to do an extraction of my tooth instead. I had to pay all the money up front which was $1,172.30. After my insurance paid, they owe me $901. They have received all of the EOB's but keep telling me they don't have everything they need and that my account is pended and they will refund me once they have everything. I spoke with my dental insurance company and they have provided Aspen Dental with everything they need. I should not have to wait 5 months to be refunded and them tell me every time I call they don't have what they need, when they do.

  Business response

  09/07/2023

  September 7, 2023
  
  
  
  
  Office of the Better Business Bureau
  
  
  RE: **** ******* 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 **********,
  ** 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,
  
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.
  *** ******* ***** *******
  **** ********* ** *****
  On behalf of ********* ****** ***
  Phone: ###-###-####
  Fax: ###-###-####
  Email: *******************************
  

  
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Overcharge of $599.30 Appointment for dentures. Not knowing what insurance would cover, I was asked to sign financial responsibilty papers and I did. I also paid $1812.40 at that first visit. A couple of weeks later I received the Explanation of Benefits and saw the following. Ins paid. $1733 My part to pay was $1213.10. Since I paid 1812.40 , I’m due a refund of the overpayment of 599.30 I’m 69 years old on a fixed income, wth would I agree to pay more than I was required to?

  Business response

  04/15/2022

  April 15, 2022
  
  
  
  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
  *********** ** 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
  281 Sanders Creek Parkway
  East Syracuse, NY 13057
  On behalf of ********* ****** ***
  Phone: ###-###-####
  Fax: ###-###-####

  Customer response

  04/15/2022

  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 IF & ONLY I will be issued a refund of $599.30. If this is not resolved with a refund, I will not accept.
  
  Regards,
  
  ***** ******

   

  Customer response

  04/18/2022

  The office is ignoring all attempts to resolution.  I’ve asked for a refund of $599.30, the amount I overpaid.  They are not talking to my insurance rep, or me.

  Business response

  04/26/2022

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

  Business response

  05/06/2022

  I am unable to provide a time frame, as we are waiting on the insurance company for a response. 

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I have received a refund of $800.30 on 5/22/2022 from Aspen Dental in reference to complaint ID ********.  I am more than satisfied with the outcome.

  
  Thank you so very much for all your help,
  
  ***** ******
  

*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. ↩