ComplaintsforAspen Dental

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 10th 2023 I went in to have all 4 wisdom teeth removed. I paid the full amount as I did not have dental insurance, the doctor that told me that he could only remove 2 of my teeth that day. I called again a week later on May 18th 2023 and had found out they still had not put the refund in. I am owed $670. I have been calling both the office I went to and the corporate office, have gotten no father in find out what is going on and why I have not been refunded yet. when I ask to talk to some one else I am told there is no one else that can take my call and am given a run around about why I can not speak to either the refund department or a higher up that can actually answer my questions. it has not been over a month since my appointment and almost a month since they put in the refund. I have called 2 times a week and am beyond frustrated.

  Business response

  06/28/2023

  June 28, 2023

  Dear BBB: 

  As part of ongoing efforts to expand Americans' access to free testing, our company, Tiero LLC, provided a website whereby individuals could register to receive, in accordance with the ***** administration mandate, 8 COVID-19 tests per month, covered by individual's insurance. 

  Complaint ID ******** is without merit. The complaint states, mid-way through, that complainant "did not order the test". Our company records indicate the complainant, or her spouse, registered for services on 12/13/2022 via tiero.com (or alternatively, ********.com). The complainant or spouse also registered three dependents. Tiero would otherwise have no way to obtain information for all five individuals necessary to make insurance claims (names, insurance information, address, phone number, email address, birthdates, etc.). 
  
  Upon registration, registrants must consent for service and the terms of use of Tiero's website which clearly indicated that individual(s) shall receive the test kits on monthly basis in conformance with the ***** mandate. 

  Tiero billed the complainant's insurance, and tests were shipped and received (as the complaint states, tests were received). The registrations were for the months of December 2022 and January 2023. Thereafter, the complainant's insurance company indicated it was no longer going to pay for the tests, so billing stopped, as did shipments. 
  

  Tiero's practice was to bill the monthly allowable 8 tests in a consecutive three-day sequence of 3 units-3 units-2 units as required by the customers' insurance for over-the counter COVID- 19 test coverage. Tiero charges $34.00 per test to the customers' insurance. The complainant is accurate by stating that payments from their insurer varied from $102 to $68 to $45.23 to $0, why such payments varied is unknown to Tiero, perhaps it dealt with complainant's insurance deductible/co-pay. In any event, the tests should have been covered by insurance with no responsibility of insured per ***** mandate (i.e. free to the registrant). Tiero does not "balance bill” registrants for any reductions in payment received from insurer. 
  

  If you should require any additional information, please do not hesitate to contact me. 
  

  Very truly yours, 
  

  ****** **** 
  Billing Manager 
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/5/22 Appointment (appt.) #1: **** had an appt. with Aspen Dental due to a chipped molar and trauma to her two front teeth. When entering the clinic area, I was told I would need to pay $245 for x-rays. I agreed even though I was told there would be no charge for x-rays when I made the appt. I had x-rays, my gums measured, spoke with Dr. ****, and told I would need to come back later to be further evaluated. Dr. **** told me she wanted to do a root canal before capping the chipped molar. I told her I did not want a root canal to pull the tooth and I’d like a partial denture. She also planned on capping other teeth. I do believe on this same appt. **** did my cleaning, inserted antibiotics and coached me on my gum care on what she wanted me to do BEFORE my next appt. I was escorted to ***** before leaving. She gave me a five-page printout of work to be done. The estimated price was $19,025. At my age, no way would I go into that amount of debt. She told me that it included the root canal. I told ***** what I told Dr. ****, no root canal and wanting a partial. ***** left to talk with Dr. **** and came back to tweak the plan. She removed all root canal charges and wanted a payment of $2,177. That included 20% discount on the cost. ***** also advised me that a partial would not be good for there. 12/14/22 Appt. #2: I thought I was coming for an eval. of my teeth or pulling the tooth. In the clinic area, I thought it was Dr. **** I was meeting. She was not nice about it and insisted she would not cap the tooth unless she did a root canal first. I reminded her that I said “NO’ to root canal but instead wanted the tooth pulled and a partial. Then she said she would do nothing. I left and was told I owed $36 for today’s visit that I had $101 credit and to be prepared to pay $426 to have my tooth pulled. (Dr. **** & Dr. **** look alike.) It was Dr. **** that I met. 12/19/22 Appt. #3: Prior to appt. #3, I called to clarify my balance and spoke to ****** on 12/16. On my copy, there was $325 charge for “bone removed”. ***** got on the telephone and asked me to come early on 12/19 to go over my bill. ***** called in the afternoon on 12/16 and said I should have had an evaluation before pulling the tooth. The doctor who does the evaluation will be out until sometime in Jan. 2023, but still come in 12/19 to go over my billing copy. On 12/19, I met with ***** and she told me the surgeon does not pull just one tooth that I had to go somewhere else to have it pulled. I showed her the charge for $326 on my copy for bone removal. She said it was not part of her information. CONCLUSION: I was forced to pay $2,177 on my first appt. for services to be rendered. I did receive x-rays, a cleaning, and a coaching on healthier gums by **** with insertion of antibiotics but NO WORK DONE to repair a broken tooth. The billing was misleading, and I was overcharged greatly for a normal dental visit done every six months. (Copies attached for your reference)

  Business response

  01/12/2023

  January 12, 2023

  Dear Sir or Madam,
  

  Thank you for the opportunity to respond to the complaint filed by **** ****** on behalf of the Lebanon, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA 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.
  

  Sincerely,
  ***** ******
  Manager, Regulatory Relations
  Aspen Dental Management, Inc

  Customer response

  01/26/2023

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

  Aspen Dental has not adjusted their bill for $2,177 for cleaning my teeth, using an antibiotic, & doing x-rays. I called Aspen on 1/13 & 1/16 to talk with ***** who prev. left a message.  I shared with ***** what Brighter Smiles told me that work not done & inflated charges are on the PAR.  She said my teeth were cleaned for the $2,177.

  I have contacted **** Credit and made them aware the credit charge was made on 12/5 per the PAR (care plan) agreement prior to the completion being performed. 
  
  Brighter Smiles has temporarily fixed the tooth with bonding plus an x-ray for $146. BS told me not to agree to IRRIGATION at $18 for the cleaning (x4) and the ARESTIN is reasonable at $50 each where I was charged $101 (x10). BS told me there was no reason for a root canal.
  
  Charges still on the PAR (care plan) include a $301 (root canal chg.); $233 and $66 (for cleaning not done); $137 Professional consult (for a root canal should never have been scheduled); $137 2nd chg. for Professional consult (not done); & $325 removal of bone (not done). I DO Not Owe $1189 of $2177.  This does not include a reasonable adjustment for ******* @ $50  vs. $101 x10 or eliminating the charge of $18 x4 for water used to clean my teeth.
  
  With some type of adjustment, I would owe $452 of $2,177 charged to Care Credit. AGREEABLE!
  
  Further, not only was I overcharged.  ***** lied to me saying I was to have a consult in Jan. before removing the tooth and cancelling the extraction only to tell me that the dentist would not remove just one tooth that I had to go to someone else.
  
  Regards,
  
  **** ******

  Business response

  02/10/2023

  The patient has been contacted.

  Customer response

  02/17/2023

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

  Contacted PA. Atty. Gen'l. office today to see if a complaint has been filed for **** ****** vs Aspen Dental.  It had to be under Health Care.  The information that I mailed was there.

  Saw Atty. ***** today.  He feels best to continue contacting each of you in the complaint loop and to ask Aspen to reduce the bill for work not done.  Contacting Brighter Smiles concerning clarification on two $301 charges for root planing no longer listed on Aspen's billing but still part of original billing.  
  
  Scaling is painful usually, includes anesthesia & takes several visits.  My first appointment was not painful, felt good, and no anesthesia was used.
  What Does Scaling Feel Like?
  
  Dental scaling can be uncomfortable, particularly if you have sensitive gums. Your dentist may offer a local anesthetic to numb your gum tissue and make the procedure more comfortable. Speak with your dental care provider about your options for desensitizing the area if you’re concerned about pain or discomfort during the process.
  
  Dental scaling can take several visits, each one addressing a different portion of the mouth. Some dentists divide the mouth into four quadrants, while others will perform dental scaling in two halves. If you’re nervous about the process, ask your dentist if you can schedule your scaling for a single visit. Though this isn’t an option for all cases, it may be available if you have only moderate gum disease and are willing to sit for a lengthy procedure.
  
  What to Expect Afterwards
  
  Your mouth may feel sore and sensitive after your dental scaling and root planing. Some patients experience swelling or bleeding for a few days following the procedure. Your dentist may suggest a desensitizing toothpaste to help ease this discomfort. You might get a prescription mouthwash to use after the procedure, as well, to help keep the gums clean. It’s crucial that you use proper brushing and flossing procedures after your scaling to stop plaque from forming again in the same areas.
  
  Your dentist should schedule a second a visit after your dental scaling to examine the gums, measure the depth of your gum pockets, and make sure your mouth is healing properly. (Scheduled for March 2023.)

  Regards,
  
  **** ******

  Business response

  02/21/2023

  This is still being reviewed.  Please allow more time.  Thank you!

  Business response

  03/02/2023

  This case is still being reviewed.  Thank you!

  Business response

  03/05/2023

  The office will be contacting the patient this week. 

  Customer response

  03/09/2023

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

  I spoke with *** ****** ****, Regional Sales Manager, today after calling Aspen Corporate.  She said that the 20% discount was never taken off the $2,177 as I was led to believe.  She will also take $137 off the billing for the consult root canal that should not have happened.
  
  My husband has an impaired hearing telephone.  *** **** telephone number was displayed.  She called while I was at the grocery store & asked me to call her today.  I called at 9:15 am & mailbox was full and no one answered.  At 9:45 am I called again and the woman said this was not *** ****'s telephone number.  That is why I called the corporate office.
  
  I am told I will receive a credit of about $700 with **** Credit.  I went to the dental appointment due to a chipped molar & falling on my front teeth looking for answers.  I used an emery board to file my front tooth and nothing was done to repair my molar.  Brighter Smiles has bonded the tooth & told me there is no reason for a root canal as I was not having any pain which is why I was shocked when the $19,000 PAR was suggested for a root canal.  How do you know when you need a root canal?  I told *** **** each time someone asks how I am doing, I tell them about a $2,000 charge with Aspen to clean my teeth.  With the smiling commercials for Aspen Dental, how does that advertising help?
  

  Regards,

  
  **** ******

  Business response

  03/13/2023

  This case is still under review.  Please allow more time for a response.

  Business response

  04/07/2023

  This case is still under review.  Please allow more time for a response.

  Customer response

  05/02/2023

  A lot has happened since our last contact.   A ****** ****** from Aspen Dental sent a letter stating they neglected taking a 20% discount and $656 has been credited to my account.  I questioned that there were three attempts to correct the $2,177 charge for teeth cleaning and each time I was told “you owe it”.  Why did it take contact with the Attorney General’s office before being able to find the mistake!
  
  My most recent contact has been with ***** from Aspen Dental.  He told me Aspen Dental operates at a higher service conduct than a regular dentist.  I had been to Aspen Dental twice before the 12/5 visit and never paid an outrageous amount for service.
  
  ***** told me that patient’s are never billed in advance.  On 12/5,I had x-rays only and refused a root canal for $19,317 but when offered the $2,177 PAR for x-rays, cleaning, & pulling the tooth I accepted.  My third appointment was for a root canal.  I was escorted out and asked for more money.   (Aspen Dental never intended to pull the tooth.  They intended to continue with a root canal. The fourth visit, I was told to go somewhere else to have the tooth pulled.)
  
  The tooth has been capped for $1,100.  I had no pain and no bleeding gums.  Now I still have all 32 teeth.
  
  My response to *****, Aspen Dental knew a senior citizen was coming for dental work and the $19,317 PAR presented, they hoped I would sign.  Aspen dental was trying to take advantage of a senior citizen.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩