ComplaintsforAspen Dental

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2022 I had a partial plate made. And to my knowledge I owed no money. This year I was scheduled to have a root canal. I had to pay for it up front and it was in the amount of $1,600.00. When I went to make the appointment I was told that the money wasn’t there because it was used to pay for my partial plate from 2022. The reason they used that money is because Aspen never sent the insurance company the proper documentation for my partial. ( which if they had done their job the partial would have been paid for by our insurance) . Since July I have been calling Aspen Corporate in Syracuse and have been told every time that it is being worked on but there is no solution yet. The phone number I call is ###-###-#### and my ticket number for the submission is **********. I have names of several people that I have talked to and notes from the calls.

  Business response

  10/02/2024

  Hello, I am so sorry for your negative experience. I am having trouble locating the patient's Aspen Dental account with the phone number and name you provided. Do you have their account number? If not, please provide their date of birth, and a phone number or email address that is associated with their Aspen Dental account so I can better assist you. Thank you so much!

  Customer response

  10/02/2024

  Better Business Bureau: 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, details of the offer I reviewed appear below. Here is the info requested:Acct # *******DOB: **********Phone: ###-###-####Email: **********************  Regards, ***** *****

  Business response

  10/03/2024

  
  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by ***** ***** regarding their experience at the Aspen Dental branded practice located in Oneonta, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  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.
  Sincerely,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.

  Customer response

  10/04/2024

  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. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 14, 2024, we stopped by Aspen Dental office in Oneonta, NY for a regular dental checkup. After the dental checkup (which was horrible experience on its own), one of the representatives from Aspen Dental told us that we have to pay $50.20 per person ($100.40 in total) up front despite telling her that it should be covered 100% by my insurance company. Please note that Aspen Dental is one of the "in-network" provider recommended by my insurance company. She promised us that we will get refund check from our insurance company. I called my insurance company today and told them that I was charged extra even though it should be covered in full. Representative from my insurance company agreed and told me that they have already sent check to them. She told me to contact Aspen Dental and ask for a refund. That's what we did and stopped by the office to ask for the reimbursement today. Instead of a refund they baffled us by stating that they have not received the check from the insurance company. My insurance company told me that there is nothing they can do from their side as they have already paid in full and by this time, they should have received the check. Based on our horrible experience with the dentist and the administrative staffs of Aspen Dental, we don't trust them anymore. We, however, do admire the services provided by the assistants and technicians though. We have already requested them to release our X-rays and other relevant information to another dentist in the town. We don't want to deal with Aspen Dental anymore nor we want to recommend anyone we know. I hope they will honor our request for full refund and release all the relevant information to our new dentist in a timely manner.

  Business response

  09/09/2024

  
  Dear Sir or Madam,
  We are writing to acknowledge receipt of the complaint filed by ***** **** regarding their experience at the Aspen Dental branded practice located at Oneonta, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  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.
  Sincerely,
  Carrie R*****
  Regulatory Relations Specialist
  On behalf of Aspen Dental Associates of Hudson Valley, PLLC

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to remove some parts of the narrative to fit into the 2,000 character limit. My ordeal with Aspen Dental began in November 2022 and due to Aspen cancelling appointments and losing the scan of my mouth that should have been used to craft my partials, ended in November of 2023. In November of 2022 I paid $662, so I was basically committed to continue. The remaining appointments in 2022 were cancelled by Aspen, causing my $2,000 insurance to expire, unused, at the end of the year. In order to continue with the process of making partials in February, they extracted several teeth that needed to be removed. They insisted on a hygiene procedure and cleaning before they would proceed. My $2,000 of insurance had been used up at this point and in April and June I made additional credit card payments of $244, and $424. In June they were ready to scan my mouth with a scanner connected to a computer. I was told at this point that my partials would be ready in 3 to 4 weeks. When I didn't get a call in five weeks I called Aspen In July I was told that the scan had been sent to "corporate" to then be sent to the lab for processing. Nobody knew where the scan was. They started over using molds instead of the computer. This allowed for Aspen to do the work at its in-house lab. I walked up to the registration desk at my appointment and the receptionist smiled and said, "oh Mr. *****, you don't have a payment due".I took this to mean that Aspen was waving the $1200 that I still owed as a good-will gesture for the, at this point, 10-month wait for my partials. I got a call to come in on November 22 to finally receive my partials. When I walked up to the desk I was told that I didn't owe $1200, I owed $2953. I had to pay to get my teeth. My treatment plan is $5818: I paid $8,333 including insurance. I am requesting a refund of $2515 to bring my payment into agreement with the amount of my treatment plan. I have copies of all documents/bills if needed.

  Business response

  12/07/2023

  
  Dear Sir/Madam,
  We are writing to acknowledge receipt of the complaint filed by **** ***** regarding their experience at the Aspen Dental branded practice located in Oneonta, NY which is independently owned and operated by Aspen Dental Associates of Hudson Valley, PLLC.
  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 within the next 5 business days 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.
  Sincerely,
  Rebekah C******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.
  On behalf of Aspen Dental Associates of Hudson Valley, PLLC

  Customer response

  01/11/2024

  Better Business Bureau: I have been in direct communication with Tracy, a senior staff member at Aspen.  I expect the complaint to be resolved shortly.  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, details of the offer I reviewed appear below.   Regards, **** *****

  Business response

  01/11/2024

  This complaint is under review.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Date of transaction: Original date 4/7/23, rebill 8/18/23 Paid out of pocket to get appointment for denture molding : $1188.60 on 4/7/23 Aspen committed to providing immediate dentures which was completed. Nature of the dispute: A refund was to be given after submission to insurance. All documentation was provided then Aspen Dental was hacked and this created a huge delay on the claim submission and refund. After 4 months, finally was told on August 7th that refund of $1137 was to be put back on card that was used to prepay which was not necessary. Claim was resubmitted to dental insurance on 8/18 which then stated that patient was only responsible for $322. Aspen dental provided a refund of $496 on 8/30. Please see all attached correspondence of bills that do not make sense. This company is causing a hardship on myself, and I would like a resolution of the rest of my refund that I am allotted. Thank you. The company refuses to acknowledge my request for information. I believe that they have made a mistake and do not want to assist in helping. I am only asking for the remaining refund that I am owed in the amount of $370.

  Business response

  09/14/2023

  
  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by **** ****** on behalf of the Oneonta, NY Aspen Dental branded practice, owned and operated by Aspen Dental Associates of Hudson Valley, PLLC. 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******
  Rebekah C******
  Regulatory Relations Specialist
  Aspen Dental Management, Inc.
  281 Sanders Creek Parkway
  East Syracuse, NY 13057
  On behalf of Aspen Dental Associates of Hudson Valley, PLLC
  

  Customer response

  09/18/2023

  Better Business Bureau: 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, details of the offer I reviewed appear below. The refund I am entitled to was not given. Please review the documents I already provided to resolve this issue.  Regards, **** ****** 

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