ComplaintsforAspen Dental

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On my first trip to Aspen (Fayetteville) in late 2022, I noticed the office was neat and clean, and I was called into the back after a wait of only a few minutes. The technician and dentist were both superb.It was determined I needed both upper and lower partial dentures. I was given a quote of just over $2,900 and I opted to pay in full up front for everything. Although I thought it was high, I had no previous experience in dentures, but it did include cleanings, an extraction and crown in the price.The single extraction went well and I was fitted with a temporary partial. In the interim, which was a couple of months, I realized none of my claims (for "deep" cleanings and the extraction) were being forwarded to Aetna, my dental insurer. I made a trip back to the office to discuss this in January, 2023 and was assured it was an accounting mistake and it had been corrected. Another month passed and it still wasn't corrected and so back to Aspen I went again in February. It was at this point I discovered that the financial aspect of Aspen is what I now consider predatory. Not only were my dental claims still not filed, but upon inquiring upon my "paid in full" status, I was told that my lower partial was somehow "rejected" and not reflected on my total of $2,900 and it would cost extra. Plain and simple, I was misled and lied to. I cut ties with them at that point and requested a refund, which by their funky accounting was now only a little over $1,500. This with only an extraction, 2 "deep" cleanings and a temporary partial to show for the missing $1,400, with much of the out of pocket cost due to the fact it still hasn't been filed with my dental insurer. The lady at the desk stated they would refund the balance to my Care Credit account, the company that financed the non cash portion of the bill, even though the amount Aspen owes me exceeds the balance I owe Care Credit. To date, they've not refunded anything to anyone. I'm contemplating civil action if it's not rectified soon.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I entered a care agreement with Aspen Dental in Dec 2019 based upon the consultation provided by an Aspen Dental Fayetteville employee that my insurance would cover a large percentage and that i would finance the remainder. I completed all payments to the third party financer that issued payment to Aspen Dental. Aspen dental failed to respond to inquiries from my insurer over the course of 15 months. I have was issued partial dental care in Dec 2019 and the institution refused to continue treatment because of an outstanding balance, although they failed to respond to insurance inquires to this date. Poor care coordination and isolated disputes that are never escalated. The system is set up to corner and bully patients. I have sought resolution since January 2021 until now no avail.

  Business response

  07/22/2022

  Business Response /* (1000, 17, 2022/03/16) */ Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ******** ******* on behalf of the Fayetteville, NC Aspen Dental branded practice, owned and operated by Chaitanya J******* DDS 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. Consumer Response /* (3000, 19, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been patient in my communication with Aspen Dentla who continues to send me a bill for 3k but has not responded to my insurer. As explained to *****, the office manager at the Fayetteville office, - I am no longer interested in obtaining care with Aspen Dental. I waited three months to speak with the regional manager and the regional manager refused to speak with me without gaining a full understanding of my concerns first han. She then denied my request for a refund for treatment I never received. I am demanding a refund for the amount pay to Aspen thru my third party financier and forgiveness for the bill currently issued to me.

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