Complaints

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The billing practice of Aspen Dental is highly questionable. 1. I had used Aspen Dental from 2019 to 2020. I paid the bills in full in each visit after receiving their services. However, I was told by the front desk that I owed them money almost every time. I did not know why I still owed some money. The front desk just said they saw a balance in my account before I received their services. That was very annoying to me because I paid the bill in full in each visit. I should not owe them any money.2. In either late 2020 or early 2021, I visited the office for dental cleaning. I did not remember the specific date. I recalled that was my last visit to that office. After I checked in, the manager told me that I owed them some amount of money. I raised a question, Why did I constantly owe you money? The manager just said that she was a balance from last visit. I asked the office manager if that was the only outstanding balance in my account. The manager assured me that it was. I said that this would be my last visit and I paid the balance in full. After that, the manager told me that I no longer owed them money. The manager felt my frustration and asked me if I would cancel the appointment for that day. I said yes. 3. In July 2022, I received a new bill from Aspen Dental. See the attached photo for the details. Aspen Dental asks me to pay for the services that was performed in 2019 and early 2020. Some of the disputed services in the bill were provided more than three years ago. Frankly, I did not remember the details of the services any more. I called the office on September 21, 2022. The office manager told me that there is a balance on my account. I brought up that last visit to their office. Specifically, I reminded the manager of the last visit. In the last visit, I paid the outstanding balances in full and the manager had confirmed that I did not owe any money.4. I did not receive any calls after that.

  Business response

  10/14/2022

  Response attached!

  Customer response

  10/18/2022

  Complaint: 18169191
  
  

  I am rejecting this response because: I had called the office manager at least five times since September 21, 2022. The office manager told me that the regional director would contact me.

  As of October 18, 2022, I have not received any phone call or mail communication from Aspen Dental. The regional director or manager never contacted me after I voiced my concerns.
  

  
  Regards,
  
  Haijian Fan

  Business response

  10/26/2022

  This case is still being reviewed.

  Customer response

  11/03/2022

  Complaint: 18169191
  
  I am rejecting this response because:

  I have not heard anything from the business as of today.
  
  Regards,
  
  Haijian Fan

  Business response

  11/06/2022

  This case is still under review.

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