Aspen Dental

Initial Business Response /* (1000, 8, 2016/09/09) */
Here is my response to this complaint.
____________________________________________
September 9, 2016
Ms. [redacted]
Crown Point, IN XXXXX
RE: Aspen Dental Account Number XXXXXXX
Better Business...

Bureau Case # XXXXXXXX
Dear Ms. [redacted]:
Thank you for sharing your concerns about the billing of the treatment you received. I am writing to you on behalf of the Merrillville, IN Aspen Dental branded practice, owned and operated by I H Dental PC. I certainly do apologize for your experience at the Merrillville, IN Aspen Dental office.
I am in receipt of your complaint filed with the Revdex.com. I have reviewed it with the Merrillville, IN Aspen Dental Office Manager, [redacted] and with [redacted] of the Aspen Dental insurance department. Both [redacted] and [redacted] have recently been in touch with your dental insurance carrier. All information requested by them is being provided so that your claims can be processed according to your dental coverage. At present we show no balance due to you, as the claims are open and pending. Please allow 3-4 weeks for the resolution of this process. Also, Aspen Dental has not reported any information about your account to any credit bureau or agency.
I appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter has been forwarded to the Revdex.com in response to your complaint. I am available for any further questions at the below contact information.
Sincerely,
[redacted]
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: X-XXX-XXX-XXXX, Extension [redacted]
Fax: (XXX) XXX-XXXX
E-mail: [redacted]@aspendental.com
_____________________________________
Initial Consumer Rebuttal /* (3000, 10, 2016/09/20) */
I will agree to give them the time to continue working on the situation, however, at this time I do not wish to close my complaint.

[redacted]
Final Business Response /* (4000, 15, 2016/10/05) */
To whom it may concern:
On 09/22/16 Aspen Dental sent via e-mail the documentation (x-rays etc.) to Ms. [redacted]'s dental insurance company for the open claims with date of service 10/13/15 & 12/29/15. I am having my insurance department follow up to confirm receipt and processing.
Thanks,
Sincerely,
[redacted]
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: X XXX-XXX-XXXX Ext [redacted]
Fax: X XXX-XXX-XXXX
E-Mail: [redacted]@aspendental.com
Final Consumer Response /* (3000, 18, 2016/10/28) */
I received a phone call to follow up on my complaint referenced above. I have received an explanation of benefits from my insurance company that states Aspen dental is still not in compliant of the information they need to complete my payment request. At this point I don't know what else I can do to assist them in getting paid. I cannot believe that I am still being haunted with this when the services were provided to me Nov 2015, almost a year ago. I am not going to release my complaint against this company until they take some responsibility in getting my payments finished.
Suzie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
After two hard relines at the dewitt office I went to the cicero office 5/2/2016 she tried to make an adjustment which did not help.I was told that I needed new dentures because of wear which I would have to pay for.These were new dentures in December of 2013 which I paid for.When I got these dentures I was told they had a seven year warranty.All the problems started after the two hard relines at the Dewitt office.

Dear Mr. [redacted]: Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the Cicero, NY Aspen Dental branded practice, owned and operated by Aspen Dental of Central New York PLLC.  I certainly do apologize for your experience at...

the Cicero, NY Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it your Aspen Dental account with the Office Manager, Antonia.  Antonia has advised me that she spoke with you on two occasions regarding your request to receive treatment at no cost for your denture.    She said that she did offer you a discount towards the treatment as the denture is outside of its one year warranty.  If you wish to resume treatment, please contact Antonia at the dental office at ###-###-#### (option 2) and she will be happy to assist you.  In addition and as a courtesy to you, I have removed the $55.00 exam fee resulting from your office visit of June 13, 2016. I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information. Sincerely, Ron H[redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.

Dear Ms. [redacted]: Thank you for sharing your concerns about the treatment you received.   I am writing to you on behalf of the Tonawanda, NY Aspen Dental branded practice, owned and operated by Aspen Dental of Rochester PLLC.  I certainly do apologize for your experience at...

Tonawanda, NY Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it and your Aspen Dental account with the Tonawanda, NY Aspen Dental Patient Services Representative, Brittany and the treating dentist Dr. Blanford.  Brittany informed me that you visited the dental office on July 20, 2017 and again on July 25, 2017, to have the dentist discuss and address with you any issues or concerns that you have with your crown.  If you have any concerns going forward, please reach out directly to Brittany or Dr. Blanford for assistance.  They can be contacted at the dental office at ###-###-#### (option 2) I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information. Sincerely, Ron HobbsSenior Patient Satisfaction SpecialistAspen Dental Management, Inc.

Dear Ms. [redacted],The complaint issue filed by Ms. [redacted] has been resolved.  She has been in communication with the Selma, TX Aspen Dental Office Manager, Christopher and has resumed treatment.  Please confirm with Ms. [redacted] and let me know if you require anything...

further.Sincerely,[redacted]
Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: [redacted], Extension [redacted]Fax: ([redacted]E-mail: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]Hello. My bank has...

notified me that my refund has been issued and has been credited to my account. Thank you for your assistance but this matter should be considered closed at this time.Thanks, [redacted]

Ms. [redacted]  RE: Aspen Dental Account Number [redacted]               Revdex.com Complaint ID # [redacted]  Dear Ms. [redacted]:  Thank you for sharing your...

concerns about the balance showing due for the treatment you received.   I am writing to you on behalf of the Killeen, TX Aspen Dental branded practice, owned and operated by TX-SCD Dental PC.  I certainly do apologize for your experience at Killeen, TX Aspen Dental office.  I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it and your Aspen Dental account with the Killeen, TX Aspen Dental Regional Manager, [redacted].  The treatment plan that you accepted was an estimate based on the information provided by you concerning your dental insurance coverage.  Upon receipt of a final response from the dental insurance carrier all indicated provider discounts are applied to your services.  MetLife did not authorize some of the initially estimated discounts, which caused the balance on your account and the subsequent billings.  As a courtesy to you and upon review, [redacted] has authorized granting the discounts despite no authorization from MetLife.  There are no insurance overpayments as MetLife (based on your plan coverage) determines exactly what payments to make.  If you have questions about your dental insurance coverage, please contact your dental insurance company.  Your Aspen Dental account now reflects a zero balance due (see enclosed account ledger history).   I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information.  Sincerely,   [redacted] Senior Patient Satisfaction Specialist Aspen Dental Management, Inc. Phone: [redacted], Extension [redacted] Fax: ([redacted] E-mail: [redacted]

Dear Mr. [redacted]:
Thank you for sharing your concerns about the $266.00 balance showing past due for treatment provided to [redacted] on August 08, 2014.  I am writing to you on behalf of the Cicero, NY Aspen Dental branded practice, owned and operated by Aspen Dental of Central New York...

PLLC. I certainly do apologize for your experience at the Cicero, NY Aspen Dental office.
I have received your complaint statement filed with the Revdex.com.  I have reviewed it and your Aspen Dental account.  Aspen Dental did “not” return any insurance payment to [redacted].  The $266.00 balance is a result of a reversal of a provider discount that was based on the original estimate of insurance coverage.  Because [redacted] paid the claim much differently than was estimated, you were not eligible for the additional $266.00 in discounts.  Our billing system automatically adjusted your account to correct the problem.
As a courtesy, I have removed the $266.00 balance showing due.  Your Aspen Dental account now reflects a zero balance due.  The collection agency is being notified to close the file (that process takes about 7 business days).  Please note that no information concerning this account has been reported to any credit bureau or credit reporting agency.  To review the insurance response from [redacted], please have the subscriber of the dental plan contact them for confirmation. 
I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information.
Sincerely,
Ron  H[redacted]
 
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: ###-###-####, Extension 1329

Complaint: [redacted]
I am rejecting this response because: I have called the number they provided 5 times and left voice mails and I have not heard anything from this business. This issue is not resolved.
Sincerely,
[redacted]

Dear Ms. [redacted]: Thank you for sharing your concerns about the treatment you received.   I am writing to you on behalf of the Glens Falls, NY Aspen Dental branded practice, owned and operated by Aspen Dental Assoc of Hudson Valley PLLC.  I certainly do apologize for...

your experience at Glens Falls, NY Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it and your Aspen Dental account with the Glens Falls, NY Aspen Dental Office Manager Jacqueline.  I see that you resumed treatment today and that you paid $382.60 with your MasterCard.  That payment amount covered the estimated patient portion for the treatment you received.  If you have any questions about the cost of your treatment, please reach out to Jacqueline and she will be happy to assist you.  She can be reached by calling the dental office at ###-###-#### (option 2). I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information. Sincerely, Ron  H[redacted] Ron H[redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: ###-###-####, Extension 1329Fax: ###-###-####

To whom it may concern,Please see my response to the patient below:April 12, 2018    [redacted]
[redacted]
Temple, TX [redacted] RE: Aspen Dental Account Number: [redacted]            Revdex.com ID #...

[redacted] Dear Ms. [redacted] : Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the Temple, TX Aspen Dental branded practice, owned and operated by TX-SCD Dental PC.  I certainly do apologize for your experience at the Temple, TX Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it with Regional Manager, [redacted]. As a courtesy to you the $10.00 balance on your account has been removed. Your account balance is now zero.  I appreciate you giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information. Sincerely, [redacted]
 [redacted]Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: 1-866-273-8606, Extension [redacted]Fax: (315) 295-2589E-mail: [redacted]

From: OM 1009 Jody W[redacted] <JW[redacted]@aspendental.com>Sent: Thursday, November 17, 2016 9:26 AMTo: infoSubject: FW: [redacted]   Greetings,   We received follow up today regarding this case.  Our final response to the matter is as follows:   Following receipt of the complaint, I left a voice message for the patient requesting a call back to discuss and clarify.  Collecting the amount for an insurance deductible is quite subjective as we do not generally know if the patient has already met their deductible for the calendar year since they could have received services elsewhere.  I have provided training to my staff, with questions to ask our patients to determine if we need to collect the deductible to avoid this confusion in the future.  The patient has still not made contact with this office to discuss or resolve the complaint.  The balance of $50 has been paid.      Thank you for your time.  Please advise if there is anything further you need from us.   Sincerely, Jody D. W[redacted], Office Manager Aspen Dental 2377 E Main St Plainfield, IN  46168 (317) 837-8700

Complaint: [redacted]
I am rejecting this response because:The Dental First Finance account has been paid in full (see attached) I agree to the amount but will only agree to a check made out to me in the full amount.
Sincerely,
[redacted]

Dear Mr. [redacted]:
Thank you for sharing your concerns about the treatment you received. I am writing to you on behalf of the Amsterdam, NY Aspen Dental branded practice, owned and operated by Aspen Dental Assoc of Hudson Valley PLLC. I certainly do apologize for your experience at the Amsterdam,...

NY Aspen Dental office.
I have received your complaint statement filed with the Revdex.com. I have reviewed it and your Aspen Dental account. The reason your out of pocket cost is higher than anticipated is because your dental insurance company advised Aspen Dental that the insurance payment we anticipated receiving was sent directly to you. Had Aspen Dental received payment it would have created a credit on your account, which would have been refunded to you.
At present your account reflects a $146.00 credit balance. In speaking with the Amsterdam, NY Aspen Dental Office Manager, Jennifer, she advises that you requested the credit be held to cover your next scheduled dental visit in January 2016. If you have any questions about your treatment or appointments please contact Jennifer at the office at ###-###-#### (option 2). For your review, I am including a copy of your Aspen Dental account ledger history showing all transactions to date.
I appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter has been forwarded to the Revdex.com in response to your complaint. I am available for any further questions at the below contact information.
Sincerely,
Ron H[redacted]
Ron H[redacted]
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: ###-###-####,

Place is going downhill fast. Used to be an apartment I was proud of and recommended to friends, but management has taken a turn for the worse and they will nickel and dime you on your way in & out!

I spent a year here and really enjoyed it at the beginning. Staff was courteous, maintenance guys were prompt and friendly and the neighborhood was cheerful & safe. The fenced-in backyards were perfect for my golden lab/husky and there were plenty of friendly dog-walkers in the mornings and evenings. Hope they can somehow manage to build back up to this level.

Since January 2015 or thereabouts, maintenance became painfully slow, it took 3 months for my dishwasher to finally get fixed and my screen door was never looked at even after I moved out in May! When I decided to move, head manager piled on fee after fee and I ended up writing an addition four checks, each one I thought was the last of them. What finally tipped over the scale was when the head manager fined me for a light oil spot on the carpet - carpet which was already 5 years old and the maintenance guys said would have to be completely replaced before the next tenant anyways! The fine wasn't exorbitant, but a clear smack in the face and left a very bitter taste in my mouth as I ended my time at Williamsburg.

In all, I really hope management will refocus on people and not petty profit as it already is a higher priced apartment complex as is. I didn't mind paying the extra when staff was timely and efficient, but based on this experience, I'm glad I got out when I did!

Thank you for sharing your concerns about your experience.  I am writing in response to your letter regarding your treatment at the Springfield, MO (Glenstone Ave) Aspen Dental branded practice owned and operated by [redacted].  I certainly do apologize for any...

inconvenience.I have received your complaint filed with the Revdex.com.  I have reviewed your account with the Apsen Dental Regional Manager, [redacted].  As a courtesy, [redacted] has removed the balance of $217.90, and your Aspen Dental account now reflects a zero balance.  For your review, I have enclosed a copy of your detailed account ledger.I appreciate your giving me the opportunity to respond to your inquiry.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.  I am available for any further questions at the below contact information.

This business claims to have Revdex.com accreditation when you walk in the waiting room they have a big plaque about it. They over charged what was promised and even though we were given paperwork that claimed we were supposed to only be charged one price we were grossly over charged. They do not call customers back when requested and they do no have any record of payment history with your accounts. They are a business that is not to be trusted when giving quotes or ensuring that your money is safe. They refuse to work with customers on adjustments after they make mistakes and refuse to comment on the matter. I am surprised they made it this far.

Initial Business Response /* (1000, 5, 2016/07/14) */
July 14, 2016
Ms. [redacted]
Lansing, IL XXXXX
RE: Aspen Dental Account Number XXXXXXX Revdex.com Case # XXXXXXXX
Dear Ms, [redacted]:
Thank you for sharing your concerns about the treatment you received, I am...

writing to you on behalf of the 'Merrillville, IN Aspen Dental branded practice, owned and operated by 1H Dental PC. I certainly do apologize for your experience at the Merrillville, IN Aspen Dental office.
am in receipt of your complaint .filed with the Revdex.com. I have reviewed it and your account with the Merrillville, IN Aspen Dental Office Manager, [redacted] advised me that he recently spoke with, you in depth. regarding your concerns. In addition, a review of your account reflects a [redacted] credit balance. 1 am processing a refund of that [redacted] credit back to the Visa card account used to make payment with on June 21, 2016, That card number ends in [redacted] Please allow 3-5 business days for receipt and posting of that refund.
I appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter has been forwarded to the Revdex.com in response to your complaint. 1 am available for any further questions at the below contact information.
Sincerely,
[redacted]
Senior Patient Satisfaction, Specialist Aspen Dental Management„ Inc.
Phone: X-XXX-XXX-XXXX, Extension [redacted] Fax: (XXX) XXX-XXXX
E-mail: [redacted]

Initial Consumer Rebuttal /* (3000, 7, 2016/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the Aspen because the response is did not completely address my issue with Aspen. I believe that I should be reimbursed more than [redacted] as I paid [redacted] out of pocket for a cleaning procedure in which I was told by the General [redacted] was not covered by my insurance. The company was very unprofessional in how that handled my issue. [redacted] never followed-up with me and was very dismissive of my problems when I tried addressing them with him on the last date that I was at Aspen Dental. The treatment that I got from a dentist who filled in for my Dentist, Dr. [redacted] led to me having to receive a root canal. I was in extreme pain for over a week and Aspen dismissed my concerns. When I asked [redacted] for the name of the Dentist who did the fillings procedure on me on 6/21/16, he told me that he did not know how to contact the dentist because he was from a temp agency. I believe that Aspen should be more away of the dentist that they temporarily employ to care for their patients. That particular dentist was very rough when treating me.
Final Business Response /* (4000, 10, 2016/07/14) */
Based on Ms. [redacted] response, I have adjusted her Aspen Dental account to reflect an additional credit of [redacted] A Visa refund to the same card account [redacted] is being processed. Please allow 3-5 business days for receipt and posting.
The total amount refunded is now [redacted] which is what she paid on June 21, 2016. This was done as a courtesy as insurance did not cover [redacted] of her charges.
Sincerely,
[redacted]
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: X XXX-XXX-XXXX Ext [redacted]
Fax: X XXX-XXX-XXXX
E-Mail: [redacted]@aspendental.com
Final Consumer Response /* (4200, 12, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for responding to me. I will be calling you today. [redacted] did not call me recently. No one has followed-up with me since the last time I was at Aspen.

We have resolved the issue with [redacted] regarding the complaint filed by Ms. [redacted].  A $63.40 refund is being processed back to her Visa card ending in # [redacted].  Please allow 3-5 days for receipt and posting by her card bank.Thanks,Sincerely,[redacted]Senior Patient Satisfaction SpecialistAspen [redacted] Management, Inc.Phone: [redacted], Extension 1329Fax: ([redacted]E-mail: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The attachment from Aspen dental does not address the fact that they refused the treatment per original recommendation by their doctor and contract . The payment I made was for the full treatment. Since they did not complete the treatment they should not be charging any thing I did not cancel, they refused the treatment. I had to go to a different dentist and have that treatment completed. I had to go through all the procedure again which they are showing that they completed. The attachment from Aspen dental shows the  detail of charges and saying that they refunded $75 back to my credit card it is not true either. They credited the card and then debited it again for $75. No credit is given. The resolution I am looking for is full refund of charges and an apology from mistreating and back out of contract.
Regards,
[redacted]