ComplaintsforAspen Dental

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to aspen dental as a new patient and had a comprehensive exam and X-rays done on 2/8/2023 after talking to them I decided to see another dentist for my deep cleaning they said it would be 2000 dollars for the treatment of like a spray antibiotic so before I left they said my insurance covered the visit for that day and now today 10/24/2024 over a yr later I get a bill for 250 dollars I called them and was told insurance didnt cover bill so I called my insurance and was told yes that bill would have been covered had they billed my insurance my insurance Unhc said they never were billed that the dentist must have billed me directly so now there telling me its going to collections if I dont pay. Aspen dental either screwed up and forgot to bill my insurance or there trying to get money from me I dont owe its Aspen dentals fault that my insurance never was billed I was told the day I was at the dentist I owed nothing because my insurance paid for the visit and X-rays now well over a year later I get a bill for 250 dollars. Aspen dental needs to eat that loss because its there fault my insurance said it was to late to bill them that Aspen dental had 365 days to bill them. Aspen dental screwed up and is trying to stick me with s bill .they need to fix this and not send to collections which will affect my credit report. Please help

  Business response

  11/08/2024

  Response attached.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to aspen dental, the opened a credit card for me to pay what was not covered by my insurance. The amount the originally ******* charged is is way more than the ****** the insurance says I should have paid for my services. Suddenly they have sent me a bill for another ****** and they haven't even finished the services they have already been paid for because they never return or respond to calls.

  Customer response

  10/15/2024

  The ****, ** location on loop 360. I have spoken with them and they removed the bill after I went to their office and showed then that the insurance company paid them 5/9/2023 for the services and pointed out they were in violation of the surprise medical billing act that prevents them from billing a customer more than 11 months after the service, and rhat they sent the bill after 17 months from them receiving payment. They have a severe records issue and they have not billed for all serviced from 2023, and they had a severe lack of response to communication from me with no response to at least 60 voice-mails in 2023, and have not been paid on other insurance claims to my insurance company due to their lack of responding to supply missing billing information to cigna

  Business response

  10/22/2024

  Response attached!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Only received 2 of the 4 implants. Was told my bone does not heal properly thats why the dentist will not install 2 of the abutments. Also the denture does not fit properly. When I went back to have it adjusted I was told that I can't keep coming back for this.

  Business response

  08/27/2024

  Response attached!

  Customer response

  08/29/2024

  Complaint: 22163272
  
  I am rejecting this response because:  Only three of four implants were installed and only two of four abutments. Denture for implants will not fit and was told I cannot keep coming back for adjustments. Also the dentist relayed a message through the dental tech that she will not finish the job, instead of talking to me personally. I'm only asking for partial refund of $5000
  
  Regards,
  
  *****************************

  Business response

  08/29/2024

  This complaint is under review. 

  Customer response

  08/29/2024

  Complaint: 22163272
  
  I am rejecting this response because: I have not heard from Aspen Dental. I'm only asking for partial refund. The job was not finished 
  
  Regards,
  
  *****************************

  Business response

  08/30/2024

  This complaint is under review.

  Customer response

  08/30/2024

  Complaint: 22163272
  
  I am rejecting this response because: Aspen Dental will not reach out to me for mutual agreement
  
  Regards,
  
  *****************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2 visits to dentist.He temporarily fixed two chipped teeth.He told me I needed dental implants. I told him I could not do that because I had tardive dyskinesia from taking antidepressants so long, my tongue had grown larger. He said he may he may know someone and checked but didnt tell me. I told him I ha to leave. My ride my husband was on oxygen. I made a second appointment to find that out but he didnt have it. He told me I needed implants. I told him I was not interested and would not be coming back. They charged me $1,400 including the implants in the future. I told her I was not going to get them and not come back but she said that was what was due. I paid it and came back at an appointment to talk about the charge and no one ever came out. I came again, same thing. I called twice and asked they said they would send a refund but they never did.

  Business response

  09/05/2024

  Response attached.

  Customer response

  09/09/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to aspen dental with questions regarding new dentures. There they sold me on the most expensive pair over $3000.00. I agreed to this due to there 7 year warranty. I paid cash upfront for this to be done. They were originally very nice and caring after paying they then began pushing my appointments and being very rude. My dentures did not fit upon receiving them and had to be adjusted multiple times to where the denture was very thin but I was assured if they broke they would repair or remake. They have broken 4-5 times after originally getting them 1 1/2 years ago approximately. My dentures again broke and am now being told there not repairible because they broke in two pieces with one small chip of plastic also coming off. I said I have a 7 year warranty and they told me no that doesnt cover this sort of break. There website clearly states warranty covers breaks. I was told that I was rude and they would not help me. I am hoping to get this resolved without attorneys involved.

  Business response

  08/08/2024

  Response attached.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Visited this office over a year ago and paid balance while in office. Received a bill 18 months later requesting more money. When I called to get an explanation the Customer *** was very rude and hung up on me. Would not recommend doing business with this company

  Business response

  08/12/2024

  Response attached!

  Customer response

  08/12/2024

  Complaint: 22099128
  
  I am rejecting this response because: the business still has not reached out to me.
  
  Regards,
  
  *********************

  Business response

  08/13/2024

  This complaint is under review.

  Customer response

  08/17/2024

  Complaint: 22099128
  
  I am rejecting this response because: The business stated this under review. Will keep file open until an update is made. 
  
  Regards,
  
  *********************

  Business response

  08/19/2024

  This complaint is under review.

  Customer response

  08/19/2024

  Complaint: 22099128
  
  I am rejecting this response because: pending response from business,
  
  Regards,
  
  *********************

  Business response

  08/20/2024

  The office has tried to reach the patient on 8/13/24 and left a voicemail. The patient was called again on 8/19/24 and another voicemail was left. She is due a refund and the Operations Manager needs to verify her information to send the refund. Please call ************, option 2 to return their call.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aspen Dental attempted to force a non-insurance-funded procedure on me before allowing me to seek a dental cleaning.- *********** mandated a "Gingivitis Deep Clean" before they would schedule a cleaning. When I waived the "Deep Clean" and asked to get a regular cleaning instead, the associate said I could not proceed with the cleaning without getting the "Deep Clean" first.- I always thought services were recommended, not mandated.- Since they charged my insurance for every X-Ray that is allowable within a time frame, I would like that refunded to my insurance so that I may get established at another office.

  Business response

  08/06/2024

  Response attached.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2023-2024 In 2023 I received dental services with Aspen dental using my dental insurance and was billed for services that Im not even sure were completed as when services are done they use billing coding so it doesnt exactly list in peopl terms what was done . Anyhow . I went back on 2024 for work to be done that wasnt completed , I was given an exam and given a new total for additional services that needed to be done . My insurance covered most , it left me with 3k out of pocket even after removing a few needed services. I agree to a credit card for payment for new service to be completed . Once the application was completed the mgr then told me I had a previous balance also that i needed to make arrangements for . I told the mgr I didnt know about the charges and never got a bill but any money applied to the credit card was for the services that were said that needed to be completed in 2024 visit , NOT PRIOR DEBT that they said I owed in ***************************************************************************************** 23 card opened in 24 . This is credit card fraud as well as charging unauthorized charges to a credit card for a prior debt with out written consent prior to charging it . This is unlawful. It is fraud ! They also committed insurance fraud by charging the dental insurance for services not yet completed. Note : a balance due was never disclosed to me until after I was approved for care credit. The office manager has been informed in person she is committing fraud . The refund for non completed service was denied by the regional manager and I was denied the regional managers contact information to dispute this transaction. I fully intend to move forward to ensure I get a full refund and the insurance will be notified of insurance fraud consideration services were billed and not completed Total cost with insurance and credit card is about 14 and I want it to be reimbursed immediately

  Business response

  07/29/2024

  Response attached.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account number- ******** The dentist, dentist assistant, and office manager all stated that since I had some dental issues, I would have to receive an extensive cleaning that was not covered by my insurance. After checking previous claims with my insurance, that was not the case, and I have had dental issues for years. I had regular cleanings which the insurance paid for. I also contact several other dentists in the area.I checked the claim with my insurance company, and there were several error codes on my claim because Aspen submitted procedures that were already billed and should have been included in another service.U9051 - No payment can be made. ************ is considered to be part of another service.E5027 - ************ is considered to be integral to (part of) another more comprehensive service already reported and therefore is an exclusion under this dental plan. A separate payment cannot be made for this service. A Network Dentist may not bill a patient for a service denied because it is considered integral to another service, reported in an inappropriate treatment sequence, or misreported. My claim stated I should have been charged $65.08.This location and its staff are horrible. You can not reach them by phone, and they do not return messages. To get ahold of this location, I had to contact the 800 number for them to call.I had an appointment for my permanent crown. I showed up, and the rude front clerk stated my crown was not in. They claimed they called me, but they had no notes, and I had no missed calls. Rescheduled for another day, the permanent crown was still not in. More than a month later, I was able to get my permanent crown put on.They must bill my insurance correctly because I am paying for their error. I already paid more than $600.

  Business response

  07/25/2024

  Response attached!

  Customer response

  07/26/2024

  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

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signage on dental office windows advertising $0.00 first visit for new patients. Asked Dental assistant at check-in desk to confirm that as a 1st time patient with ******** advantage dental insurance that has absolutely zero benefits remaining definitely qualifies for the first time visit rate advertisements covering the windows applies to myself with that exact situation. The Dental Assistant confirmed with absolution that I qualified for a $0.00 visit in front of the Dentist that did my exam whom also assured me that the cost for the exam was indeed free and having insurance without benefits in no way disqualified me from the advertised service. With complete confirmation from both the Assistant and the dentist that their advertisement included me and my situation I had the exam that day. 6 months later I got a bill, the first bill and the only bill without so much as a phone call stating I owed $238.00 dollars for the visit. I called them immediately and asked them to correct the bill and was told that in the fine print the advertisement stated for those without insurance. I told them I read the fine print and that's EXACTLY why I required confirmation from the dental assistant and the dentist that I did indeed meet the requirements for a free exam as my dental benefits were exhausted for the year which they confirmed then assured me again that I wouldn't be charged for the visit as they would bill me at the advertised new patient exam including x-rays being $0.00 dollars. So naturally with everyone's confirmation and complete disclosure of all things and reconfirmation along with the signage that **** me in, I accepted the exam right then. 6 MONTHS later they sent a bill for the free service I informed them I wanted to dispute the bill they took my information,the next month I got a bill from a debt collector demanding the full amount of the Aspen Dental bill that was sent directly to collections 1 month after I got the initial bill for the 6 month old service.

  Business response

  07/08/2024

  Response attached.

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