Customer ReviewsforAspen 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.

BEWARE: Aspen Dental in ***********, ********** on ********* across from the mall. Stay as far away from N***** ******, DDS (DDS apparently that is) as you can get. He is the franchise OWNER of this location, (I get the impression there is A LOT of family working there including ***** the "office manager" so don't try to complain because you'll get your a** torn apart by both of them...fast. Started going in October of 23 to have bottom dentures made. Long story short... false claims, false information, and a ton of false promises. I went in recently for an adjustment on my temporary dentures. This "man" comes in and tells me he'll see me when I'm in a better mood. Then storms out, (who BTW is now running ***** mins late), right into the next patient's room (*** have mercy on whoever that was.) Anyway, wouldn't even glance at my mouth, which will not heal because of the poorly made temporary, lopsided dentures. For what it was worth, I ended up in the "manager's" office. Dentist walks by and wants me to leave til I'm in a better mood. ***...I AM STILL IN SHOCK. I said "your sign states you guarantee dentures. Is this your guarantee? He looked at *****, the "office manager/son/nephew/drinking ****** whatever he is and says "give her what we owe her and get her out of here." Thousands of dollars you guys, between me AND the insurance and the benefits card. They absolutely did not give a darn that I had unusable teeth. Remember, this ****** ***** owns the franchise so there is nobody to place a formal complaint with. My next step must be with the *************************** as well as the ******************************** It's wrong to talk and treat people the way he does. But when you attack a completely calm mentally disabled person the way he did...that's not going to fly. Yes...the DISABLED you guys. He verbally assaulted a perfectly calm, mentally disabled, kind person. If he'll talk to the disabled that way, he'll stop at nothing. STAY AWAY!

Thank you for submitting your review. I am so sorry for your negative experience. Someone from the office will be in touch with you shortly.

This place is amazing and so is the staff. Every single complaint I see on here is from people who either have no idea how insurance works, or have no idea how dentures work.

Hello ******. I am so sorry for your negative experience. I cannot locate your Aspen Dental account with your name or email address provided. Do you have an account number so I can better assist you?

Wrong tooth extracted! Dentist offered no resolution. Instead he doubled down saying that he did tell me that tooth was to be extracted. Then his staff called me AFTER the dentist doubled down offering to help me understand. Im not an idiot. I had a tooth toward the front of my mouth that needed a root canal and a crown. The dentist asked if that tooth was bothering me and if I wanted to address that tooth and I said no and explained that I did not come in for that tooth. I let him my back right bottom molar was causing me pain. He suggested we pull the bottom molar giving me problems and the molar directly above it since my gums would push it out anyway. I agreed. Went through with the procedure and saw later that night that he pulled the tooth I didnt want to address and the bottom back molar. I had to wait for them to open the following day and they argued that they told me they would be pulling the root canal tooth AND the back molar. Why would he go through the trouble of explaining that the top molar would be pushed out anyway if he wasnt planning to extract that top tooth. And why pull the tooth that I told them I didnt want to address at that time. Their argument doesnt hold up. The day of the extraction the staff had me sign a paper with random tooth numbers on it. Im not a dentist and I assumed they would be doing what they told me when I scheduled it. I was wrong. Now, not only am the missing a tooth that couldve been saved.. I have to worry about the tooth below it and the molar above the extracted one being pushed out by my gums. Ill be missing FOUR teeth instead of the two teeth I agreed to due to this dentists mistake. And no apology just doubling down and offering to help me understand. Help me understand their mistake. Why ask me if I wanted to address that tooth if he was going to take it upon himself to extract it anyway.

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 ***********, ** (Cottonwood) 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 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

You have not refunded my money 3880$ you have not filled the paperwork for the refund yet you tell me you have. Where's my money?

Thank you for your review. The Aspen Dental location in ********, ** will be in touch with you shortly regarding your refund.

Was bad experience, front desk rude, at 1 time, loud argument.Procedure not completed, was over charged by $186. My dental insurance reviewed my information and said I was owed $300+. After months of calls, messages,texts, letters (to corporate even), they agree i over paid by $90.80 (40 less than I paid then). **** would reimburse, 2 months later, got an answer, would put refund in my bank and be 2/7 business days. This is 16 bussiness days and no money. No response (again) from anyone! Horrible company!!!

Hello **** *****. I am having trouble locating your account with the information provided. Can you please provide your date of birth, the office you were seen at, and the phone number on file? Thank you!

I highly do not recommend this office or Aspen Dental in general. One of the worst experiences I have ever had! I started a full treatment plan (crowns and implants) with Aspen Dental office on **************, ***********, ** in July 2023. At the beginning of my treatment, everything was going well and both the dentist and office manager were very helpful and professional. However, the front desk staff were rude, not helpful and lacked basic customer service skills. I have spoken to the office manager and contacted Aspen Dental customer service three times regarding this matter, which they do not seem to care about, and as of now I have not received any response to address my complaint. I have decided to complete my treatment elsewhere, where my business is appreciated and my concerns are addressed properly.

Thank you for the opportunity to respond to the complaint filed by ********, **** on behalf of the ***********, ** Aspen Dental branded practice, owned and operated by Aurora Dental NM, LLC. We will be responding to the consumer directly on this communication.

Horrible experiences here start to finish. They story is always changing, they neve give you a straight answer about anything, or they just straight up lie to you. I have been waiting to get my dental records from them for 7 weeks and when I called them they said that someone had already called to confirm that I received them and that I had confirmed I had them. This was a bald faced lie. No one called me, I never confirmed anything. Don't got to the ******** office of Aspen Dental, you would be better off having all of your teeth pulled before resorting to going here.

Thank you for the opportunity to respond to the review on behalf of the ********, ** Aspen Dental branded practice, owned and operated by Aurora Dental NM, LLC. We will be responding to the consumer directly on this communication.

I went in for implants.. was told it's a 6-8 month process.. it's been 10 months now.. just had molds taken for my permanents.. still about 3 weeks out.. today my temporary dentures broke.. its Friday 3:00 pm.. my dentures can't be repaired till Monday.. which means I have to go the weekend without teeth.. this is the 8th time they have broken.. this company has a horrible office staff and shows no care for patients .. I'm paying over $10,000 for this procedure.. ive had 3 different doctors.. and all the staff is changing.. it seems like a training facility .. for that price I definitely would like better service and a better product!

Thank you for the opportunity to respond to the review on behalf of the ***********, ** Aspen Dental branded practice, owned and operated by Aurora Dental NM, LLC. We will be responding to the consumer directly on this communication.