Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
01/06/2025
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 was charged $3,629 for a dental scaling procedure at the office in ******, ******. The standard cost is $1000. I have very good insurance, which should've covered a large portion, but was left with $2,561 bill. I agreed to pay the $2561 on Care Credit November 19, understanding this to be the total cost including fillings. I was charged $200 for toothbrush that wasn't considered optional. I found this to be due to illegal billing practices. The cost after insurance should be in the hundreds not thousands and expect to be charged an average rate for services rendered. Unfortunately, my supporting documents failed to upload on this form, but I'm happy to provide them.
Business response
01/09/2025
Response attached!
Initial Complaint
12/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In October of 2024 I was told when I went in the amount is 480$ was owed to me for previous services that where done and I over paid. This amount has been cleared and a check was supposed to be sent to me. The check never arrived, in November I called and had the issue looked at and was told another check would be refunded and send. Then check was never received. Ive called 3 times since this issue has happened and have been told the same thing they are waiting for things to clear to send out another check. We are now at the end of December and no money has been refunded or received.
Business response
01/02/2025
Response attached!
Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Worst dental care out there. Everyone from the front desk to the assistants to the actual dentists were horrible and incompetent. In July I asked for a replacement ********** retainer. I was told that it fell within **********'s guarantee period so I wouldn't be charged for a replacement.When it arrived they charged me for a visit to simply pick it up. Then I found out months later that they didn't get me a replacement which is free and covered by **********, they ordered new retainers and charged me more than I paid for the entire set in the first place from a different dentist. When I called to dispute it they were not helpful at all and then they sent my account to collections and I was forced to pay for something that I did not ask for nor want. Had I known they were going to charge me I wouldn't have gotten the replacement.
Business response
11/11/2024
Response attached.
Customer response
11/13/2024

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, pending the follow up from the company.

Sincerely,

**** *******
Initial Complaint
11/09/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Aspen Dental in Keizer OR is over charging me for two different dates of service and owes me a refund of $895.20 and no matter how many time I have contacted them they always have an excuse. I had to bill my secondary insurance myself since I could never get Aspen Dental to bill them.11/15/23 had to pay $232 before procedure could be done once I billed my secondary they paid in full so I need a refund of $232 12/13/24 I was required to pay $762.20 prior to scheduling this appointment. I tried to explain to them this quote was incorrect and did not include my secondary insurance but they insisted it did so I paid . primary paid on 12/21/23 leaving $1071.20 to our responsibility and once again I could not convince them to bill my secondary. I billed them my self and secondary paid $972.20 leaving $99.00 as my responsibility on 08/24/23. I have called numerous times since August and on 10/10/24 emailed them a copy of my secondary EOB because they said the did not show I only owe $99. They still keep telling me to call back claim is being reviewed.
Business response
11/22/2024
Response attached!
Customer response
11/26/2024

Complaint: 22533789

I am rejecting this response because: I feel I have given this organization more than enough time to resolve my complaint and they have not. I'm simply asking for my account to be reviewed and a refund issued. We are two weeks away from disputing this for a year. I just want a refund

Sincerely,

****** *****
Business response
12/10/2024
This complaint is under review.
Customer response
12/10/2024

Complaint: 22533789

I am rejecting this response because: This account has been under review for months every time I call this is the response I get. Send me my refund

Sincerely,

****** *****
Business response
12/17/2024
This complaint is under review.
Customer response
12/18/2024

Complaint: 22533789

I am rejecting this response because: I have been told for months my complaint is under review. The Office Manager told me weeks ago my refund was submitted where is it.

Sincerely,

****** *****
Business response
01/13/2025
A letter and the patient's ledger was mailed to the patient on 1/6.
Customer response
01/15/2025

Complaint: 22533789

I am rejecting for the second time because: we received a partial refund of $33.03 and $584.73 and received a letter stating they reviewed our account and any further questions to reach out to insurance Per ***** at Moda I'm still owed a refund of $273.44. ***** called the ************* and spoke with ***** and faxed proof that I only owe $99 for this date of service not the $372.44 their ledger shows

Sincerely,

****** *****
Business response
01/24/2025
A letter and the patient's ledger was mailed to the patient on 1/6.
Customer response
01/24/2025

Complaint: 22533789

I am rejecting this response because: I am rejecting for the second time because: we received a partial refund of $33.03 and $584.73 and received a letter stating they reviewed our account and any further questions to reach out to insurance Per ***** at Moda I'm still owed a refund of $273.44. ***** called the ************* and spoke with ***** and faxed proof that I only owe $99 for this date of service not the $372.44 their ledger shows

Sincerely,

****** *****
Initial Complaint
10/02/2024
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 went in for a routine teeth cleaning and told them I did not want any other services that were not covered by my insurance. So what do they do, they take X-rays that are not covered under my insurance. I called in may of this year and was told the balance was removed as I had not been notified there was a balance and that I was disputing it. Now almost a year later Im getting collection notices for X-rays that I specifically requested not be done. Ive called the billing department and nobody is helpful they say the notes entered vs what I was told is different and no. One will involve a supervisor to pull the call to hear what was said. They tried to sell me on 800$ financing services and when you dont agree to their financing services they find other ways to get your money such as this. I will be contacting the BBB and anyone else necessary to address this as Im being told there are no supervisors or managers I can speak with. **************** representative ******* P encouraged me to go into the office and cause a scene and then hung up on me because I was upset.
Business response
10/03/2024
Response attached.
Initial Complaint
06/24/2024
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.
Plain and simple, I purchased dentures in 2022 and was told that " If we can't make it right than we will refund". Well I returned several times to have them work on my mouth and the dentures. The last time I went in they said that was all they could do, and that I would need to have implants. I was so upset that they didn't realize that I was not a good candidate for dentures. They should have realized that before starting to pull my teeth. I just did not want to deal with them, and thought there was nothing that I could do.
Business response
06/24/2024
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
06/27/2024

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.

Sincerely,

*****************
Hi this is *** O'Dell, and I reviewed your request. The following is the information requested.
*****************---********************************************************************************--Phone# ************--Acct# ************** of Birth- 12/10/1953
I am not closing the case, just responding to the request. if you have any questions please feel free to contact me.
Business response
07/16/2024
Response attached.
Customer response
07/25/2024
My case has not been resolved. Aspen dental called and we returned the call. ******** (the person who called from Aspen) was going to return our call, but no return call yet.
Business response
07/29/2024
The office has left a voicemail to reach the patient twice now with no response. Please call ************, option 2 to return the Operation Manager's call.
Customer response
07/30/2024

Complaint: 21887945

I am rejecting this response because:
I have not had a return call, after I called back and ******** was busy. Today I called and spoke with ********. They want me to come in for an evaluation. My appointment is on August 5th.
Sincerely,

*****************
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Because of Insurance changes my mother previously contacted this company multiple times over a bill. They never sent another bill after the last phone call then sent me to collections. Almost a year later! This company collects money up front for services before they are even done, then it is difficult to get a refund when they dont do the service. They are not transparent with their billing. Which makes it very hard to dispute charges.
Business response
06/02/2024
Response attached.
Customer response
06/06/2024

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.
My mother spoke with ******** from the ******* Aspen Dental office with myself present on 6/6/2024. All accounts have been resolved, thank you for your help with this matter.

Sincerely,

*********************
Initial Complaint
05/07/2024
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.
Before I begin my review, I want to highlight how dangerous this facility is, largely due to the behavior of their oral surgeon, *******************************. I am a heavily tattooed person, which ****************** complimented upon meeting me. However, as I was undergoing sedation for a tooth extraction, ****************** took it upon himself to grasp/touch my body for purposes unrelated to the procedure, solely to view my tattoos, without permission. He stated that he enjoyed looking at others' tattoos, but to touch my body when I am hooked up to machines and IVs with my mouth blocked open? It is impermissible to touch a patient in a vulnerable condition without consent, and he has contributed to an unforgettably traumatic experience with Aspen Dental.To rewind, I went to Aspen Dental with a tooth emergency after a former dentist couldn't accommodate my treatment in a timely manner. Booking with this facility and getting a general exam was a pleasant experience, but that's about it.Despite having xrays done at my previous dentist barely a week prior and providing these to Aspen, I was still required to redo the x-rays at a charge. That should have been my first red flag.I've already expressed my disgust with ********************** behavior, so I'll skip ahead to my post-surgery. Nearly a full week after surgery, I do not have dry socket, but do have continuous bleeding, pain, and swelling. I am too nauseas to eat, hold down medicine, sleep normally, and am bleeding too heavily to stop using gauze. Upon calling their facility for support, my options were to either go all the way to ********* and subject myself to ********************** unprofessionalism again, or "hang in there" and "remember not everybody's healing journey is the same".Throughout the entire process, my name was misspelled, and I was misgendered numerous times (they do not care to ask about your pronouns).
Business response
05/10/2024
Response attached!
Customer response
05/10/2024

Complaint: 21679611

I am rejecting this response because: I have spoken to ****** from the patient experience team who responded to my public review, ******** from the Aspen Dental office in question, as well as someone from the **************** In all three conversations, I was asked to recount this traumatic experience in detail. I did so for ******, but chose not to when ******** and the regional office called. It his harmful to make a person relive a traumatic experience in detail over and over again, and absolutely nonsensical to ask for these details when they have already been provided to Willow ****** desk receptionist), ****** (on a recorded line), and in both my ****** and BBB reviews. Instead of moving towards a path forward, we are merely rewinding and expanding the pain this experience has caused me. Both ******** and the regional office made it clear that I will not be refunded any amount due to the assault and botched surgery, and there was no mention of a direct apology from ****************** or any the individuals who made suggestive comments, misgendered me, or stood by and watched ****************** grasp my body.
I frankly do not care that this office is undergoing some type of investigation or training. These are professional adults in a healthcare setting in the 21st century, who collectively should have known better to begin with. The lack of resolution over a week later, be it from the local or regional office, has shown me that this organization as a whole stands by their actions, has a severe moral deficiency, and has no intention of doing right by me.
Besides, a refund and apology don't erase trauma. A refund and apology don't change the fact that I will need years before feeling comfortable returning to a dentist, or any medical professional ever again. A refund and apology don't change the fact that this office lacks compassion, humanity, or humility about they way they treated me or the long-lasting impact they have had on my physical, mental, and emotional well-being.
I intend to keep my ****** review posted, and it has since been updated to reflect the lack of care or concern from Aspen Dental about this matter. My greatest satisfaction will come from the hope that potential or existing patients will think twice about trusting this organization to promote a safe healthcare facility.
Sincerely,

*****************************
Business response
05/16/2024
This complaint is under review.
Customer response
05/16/2024

Complaint: 21679611

I am rejecting this response because: I dont understand what is under review when numerous individuals associated with your company have already refused a refund (apparently I paid for the extraction that was performed and am still responsible for this amount despite being assaulted, having a botched surgery, and being denied a local follow up with a different doctor) and have not received any apology (besides ****** leaving a one-sentence apology on my ****** Review to save face publicly). My ****** review remains posted and updated with the outcome of my refund/apology request.

Sincerely,

***************************
Business response
05/21/2024
This complaint is under review.
Customer response
05/21/2024

Complaint: 21679611

I am rejecting this response because: It's the same non-answer that I received before. "The complaint is under review"? I feel they are putting on a show for the BBB, acting as if I didn't already speak to their front office team ********* patient experience team ********* the ***** office manager (********), and regional manager (didn't share a name) two weeks ago. Anytime I said I was uninterested in anything other than a refund or apology, they told me to have a good day and hung up on me. I don't feel anything is actually under review - this business made it clear weeks ago that they stand by their abhorrent handling of my treatment and experience.

Sincerely,

***************************
Business response
05/28/2024
This complaint is under review. please allow additional time.
Customer response
05/29/2024

Complaint: 21679611

I am rejecting this response because: Yesterday (5/29) I spoke with **** (?) who confirmed I would be refunded for the surgery as long as I remove my negative reviews. I agreed to do this and was told paperwork would be sent to ********************* to move forward with this agreement. Nearly 24 hours later, I have not received anything. I will not remove my reviews before the paperwork has been provided.

Sincerely,

***************************
Business response
06/10/2024
This complaint is under review. Please allow additional time.
Customer response
06/10/2024

Complaint: 21679611

I am rejecting this response because: I have heard nothing since speaking with ****(?) on May 28. I returned their call same day - phone number ************. I was told that a form would be emailed to me so I could agree to remove my reviews in exchange for a refund. I confirmed that the email address they had on file was accurate. As of today there is nothing in my inbox, spam, or trash from Aspen Dental. Can we please wrap this up and move on?

Sincerely,

***************************
Business response
06/17/2024
The release the patient is referring to was mailed to the patient on 6/4/24. Today, 6/17/24, it was also emailed to the patient via encrypted email.
Customer response
06/17/2024

Complaint: 21679611

I am rejecting this response because: I was NEVER sent a release form on 6/4, and only received one moments after your BBB response today. I am also deeply insulted that in spite of me outlining your team constantly misgendering me, you have the gall to address me as "Ms" in this letter. You sicken me. I will sign the letter and return it at my earliest convenience. Please, for the sake of humanity, do better as a professional and as a person.

Sincerely,

***************************
Initial Complaint
03/18/2024
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 in on 2/29/2024 and got x-rays done (free as I have no insurance). Was told I needed a few fillings and root canal. They got me approved for an American First Finance loan with a $100 down payment. I paid and then after another day or two, I decided I wasn't a big fan of how Aspen Dental treated me nor how they didn't truly go over the terms and conditions of the loan. I called and canceled and was told they'd handle closing the American First Finance loan. I still show an active loan and payments to start coming out of my account on 3/28 with no response/help from either Aspen Dental OR the loan company. I am out $100 and got ZERO services and yet showing a balance of the full loan still. This is a total scam and makes me extremely uncomfortable. I will never give Aspen Dental business again. I am still waiting my $100 for a down payment on a loan I'm not using and Aspen Dental not only has that $100 but the $2300 from American First Finance.
Business response
03/18/2024
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!
Initial Complaint
03/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to Aspen Dental ********** on January 3, 2024. X-rays were taken and I had a consultation with a dentist. I was told that none of my teeth were salvageable, that they all needed to be extracted and I would need dentures. Devastated and reeling from this information I applied for financing. I was approved through ************************* After thinking about it for a few days, I called Aspen Dental and cancelled all procedures going forward. I did not get impressions. I did not get anything extracted. I did not go forward with any treatment whatsoever. In fact I have not returned to that office for any appointments at all. I informed American First of this and cancelled all financing. I have been informed by American First that Aspen Dental is claiming I have received some treatment and are only willing to refund partial payment. Because of this American First is saying I owe them for the money Aspen Dental is keeping.
Business response
03/12/2024
Response attached.
Customer response
03/12/2024

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.

Sincerely,

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

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 Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary