ComplaintsforAspen Dental
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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was seen at this clinic 10/24/23 when I still lived and worked in Missouri with good dental insurance . It was not until a month ago I was presented a bill for this appointment saying I owed them $1116.40 and no insurance submitted . I reached out after waiting for about an hour total to talk with anyone and was then told that unfortunately they could not help but from their end , they could see that it was coded wrong and I needed to contact that clinic directly …. After waiting on old for about an hour total again , I finally talked with the office manager who said she would relay this to the appropriate people but will take about 20-30 days . ( I do have emails proving this as well ). I informed her that the last bill (surprisingly they waited almost a year to send this out but sent consecutive bills right away ) said it was my final notice and I was at risk of being turned over to collections . I currently live in Colorado where I moved for work in December . As a result , I do not have the same insurance and threw my old card away which they had inquired about . I reached out one last time to the office manager letting her know of my concerns of being turned into collections which will def hurt my credit . No reply since . I have tried every number I can find to reach out to Aspen dental. Finally after 30 minutes waiting again to talk to someone just spoke with *** , who said that my bill wasn’t submitted to insurance until Sept 4, 2023 and that I should call back in 2 weeks to see if any further activity has occurred since my complaint . They will have no issues turning me into collections however before two weeks and even then not sure (based on interactions so far ), will be solved . I am so frustrated not just will their incompetency in billing correctly , but trying to get a hold of anyone in doing so !!Business response
09/18/2024
Response attached!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.Customer response
09/18/2024
Good morning , I am not content on closing this case until I see action truly made on this case as I have been threatened with being turned over to collections unless their requests are met .Business response
10/03/2024
This complaint is under review.Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had all of my teeth pulled and top dentures and implants placed in my bottom jaw and dentures for the bottoms as well. Within 8 months, the implants had come out. I returned to Aspen Dental in October of 2023 and was approved for a refund of approximately $3300. As of today the refund is still "pending" they keep telling me that the refund is to be sent to the credit card I originally paid the $9000 with, even though I have told them multiple times that this card has been paid off in full and to send the refund directly to me. The office manager will no longer speak with me. I have reached out to customer service and they will not respond. I just want my refund - this is terrible business practice.Business response
03/14/2024
RE: Acknowledgment of Complaint Case No. ********
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 Independence, MO 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 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,
******* *******Customer response
03/21/2024
Complaint: ********
I am rejecting this response because: I have still not received a phone call from anyone at Aspen or ******* ******* from ******** *** ***, plus if you look at the letter they sent, there is no phone number on the letter so I have no way of getting a hold of her.
Sincerely,
****** *********Customer response
03/21/2024
This is the email I received from Aspen Dental's Office Manager. -
Refund Request
****** *******Hi ******, I am reaching out to you regarding the refund request that you submitted through the independence office. We have looked at your account carefully and we will not be able to process a refund at this time. I want to first sincerely apologize for the miscommunication you've been given and the length of this process. It is not our intention for it to take this long to come to a resolution for you. ** ******** whom you previously spoke with, gave me the direction to process a refund for the implants. Since this time, my owner Dr has stepped in and taken over the office. He is now in charge of these cases. We spoke about your case, and he would like to see you in the office so he can reevaluate the site of the implant placement and possibly replace the implants. Respectfully, ******* ******* Aspen Dental Office Manager ****
Business response
03/22/2024
This is resolved.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.