Business ProfileforAspen Dental

The place was clean and the people were friendly. Overall, though, the experience felt very sales-y, which makes it hard for me to trust their recommendations. Low points were spending 2 hours in the office for just an exam (no cleaning) and having to have my X-rays taken twice. I also overheard a discussion among staff about assessing another customer's situation before telling them their insurance isn't accepted / giving exam pricing - given that Aspen Dental offers financing, it really added to the feeling that they're just trying to make money. Also, during the exam, they have a computer monitor for patients to look at (to see things like x-rays, teeth scan, etc.), but they kept pulling up their internal notes and I saw stuff like "donuts are here," and notes about who was a new patient - it was nothing too personal, but it didn't feel like stuff I should be seeing. After being assured in the office that I owed no payment (they gave me a document showing $0 patient responsibility), I was mailed a bill for $20.52. I called the number on the bill, was on the phone for 40 minutes, mostly holding, was told the bill was because my initial form was an estimate (it does not say it is an estimate) and insurance did not cover what they estimated it would. After a long hold, with 3 check ins asking if I was still on the phone, they told me I was billed because of a system error and they removed the error and I did not owe anything - I asked for email documentation and they sent it showing a $0 balance. This is a predatory company, I strongly suggest people find other dentists.

Dear *** or Madam,We are writing to acknowledge receipt of the complaint filed by ****** **** regarding their experience at the Aspen Dental branded practice located at ***********, ** which is independently owned and operated by Aurora Dental NM, LLC. 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.