ComplaintsforAspen Dental Clinic Enid

• Initial Complaint

  07/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had several dental surgeries beginning in 2022 at Aspen Dental in **** **. Everything was billed to my GEHA dental insurance properly in 2022. My dental insurance changed to ********** Blue Shield FEP Dental on 1/1/2023, but somehow Aspen Dental didn't get the information in their system. After a claim was rejected by **** in January, I gave Aspen a copy of my ********** Blue Shield FEP Dental insurance card (which has a *********** address for providers to file claims), but Aspen filed it to BCBS of ******** twice (both of which came back as no coverage). I had to pay the full cost ($3,858.00) at my last appointment. We have called and visited several times to resolve this issue, but have been told "the computer system is down" (for 2 months), "the claim is pending since Feb", and "it was filed in Apr and the insurance company has 18 months to make a determination" (I have denial of coverage letters from Apr 14 and May 10 from BC/BS of ********, not FEP Dental). The **** office says they put the information into the system and the "back office in ********" does the billing so there is nothing they can do. The back office has no phone number or email address and can only be contacted through the system.

  Business response

  08/02/2023

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by Amy ****** on behalf of the Enid, OK
  Aspen Dental branded practice, owned and operated by Alexander D. ********, D.D.S., P.C. 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.
  Sincerely,
  Julie ******
  Julie ******
  Manager, Regulatory Relations
  Aspen Dental Management, Inc.
  *** ******* ***** *******
  **** ********* ** *****
  On behalf of Alexander D. ********, D.D.S., P.C.
  Phone: ************ ext. ******
  Fax: ************
  Email: ***********************

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was contacted on August 3 by the local Aspen Dental Clinic and told the claim has been submitted, but as of Monday August 7 the claim still does not show up on my insurance companys web site as being processed.It may have been submitted and just hasnt got to that point yet, or they may have submitted it to the wrong company again. When the claim shows up as being processed, then I will be satisfied.
  
  Sincerely,
  
  *******************

  Customer response

  09/29/2023

  We are still having problems with Aspen Dental. They finally submitted a claim in early August but did not send supporting documentation. The claim was denied due to lack of documentation on Aug 8, 2023. Despite repeated calls to Aspen Dental, they have not made any effort to file the proper documentation. The Explanation of Benefits say we do not owe them anything for the procedure even though we have paid $3858.00. I would appreciate any help you can give to resolve this situation.

  Business response

  10/03/2023

  This complaint is under review.

  Business response

  10/09/2023

  This is currently under review.

  Customer response

  10/09/2023

   
  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.
  
  Sincerely,
  
  *******************

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