ComplaintsforAspen Dental

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Here’s a summary of the procedures I’ve had at Aspen Dental: December 29th, 2023==>Comprehensive exam, radiographs January 17th, 2024==> Topical Fluoride varnish February 8th, 2024==>External Bleaching After my first procedure on December 29th, I inquired about external bleaching. The office in Galesburg reviewed my insurance and contacted me by phone and told me that it would cost approximately $200. I agreed to this cost and made a payment over the phone for $261.08. On April 21st I received a text message stating that I owed an additional $197.5 for these procedures. I actually should have disputed these charges on that date, but I didn’t look at it closely and submitted the payment. On May 23rd, I received another text message stating I owed an additional $390.98 for the bleaching procedure. I’ve attached the bills I received in April and May. I will reiterate that I was told the $261.08 payment I made in December would cover all these procedures. Five months later ASPEN dental, is charging me an additional $588.48. In addition, the amount I already paid is not shown in any of the bills I’ve received or is it visible on my ASPEN account. I do have a bank record which shows this intial payment. I contacted my insurance provider (****), who informed me that they never cover external bleaching. I don’t think I should have to pay this extra money when someone in ASPEN dental didn’t inform me about the true cost of the procedure or simply made a mistake. To that end, I’ve tried to contact ASPEN Dental for the last 4 weeks, but they won't get back to me (see attached file for more details). In summary, I don’t think I should have to pay an extra $588.48 for procedures that I paid the agreed-upon amount for. I would like to be refunded the $197.5 I’ve already paid and have the remaining $390.98 removed from my account balance. I’ve tried numerous times to resolve this issue with ASPEN Dental, but they simply will not work with me on this or even discuss it.

  Business response

  06/20/2024

  Response attached.

  We are writing to acknowledge receipt of the complaint filed by **** ****** regarding their experience
  at the Aspen Dental branded practice located in Galesburg, IL 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

  06/20/2024

  My claim is not resolved, so i don't think it would be appropriate to accept any resolution at this point.

  I've been repeatedly told by Aspen dental that they will contact me, so I'm very skeptical that this will actually happen. Until they do and we resolve this case, I'd like to keep the BBB involved.

  
  

  Business response

  06/25/2024

  The office is trying to contact you to address your concerns. Please return their call.

*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. ↩