Aspen Dental

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

Aspen Dental office.I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it with Regional Manager Clint St. Mosley and Practice Owner Dr. [redacted]. As discussed in your conversation with Clint, Dr. [redacted] has agreed to refund the cost for the permanent dentures.  Refund checks totaling $2,225.70 will be mailed to the address on file.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]Patient Satisfaction SpecialistAspen Dental Management, Inc.

I apologize for not having addressed this complaint sooner. I have had some illness in my familyand was not in the office.Patient [redacted] ,came into the office before we had gotten into the back to see the Dentisthe said he was on a limited budget We started out by taking X-rays of the...

area that was heconcern. X-rays and exam was done by Dr. L[redacted].Dr. L[redacted], diagnosed an abcess from the x-ray that apex of the tooth number 14. There was alsofillings needed in this area on teeth 11 and 13. The area was numbed A#14 adjusted and fillingsplaced. It was explained that #14 may need either a retreatment of the root canal which be referred toan endodontist or removed. He was given an estimate for the treatment and a discount of 5% Ifpaying cash or check at time in which he had filling done.Dr [redacted] then scheduled another appointment at another office and had #14 removed. He phonedthe office stating that not only did he want his money returned for #14 but also for the fillings on #12and 13 stating that the "fell out." He gave us the information of the office which he had been treated.I spoke to Dr P[redacted] at Premier Dental who Informed me that the fillings in #12 and 13 where intact
and that #14 was removed.
I issued a refund for $190 for tooth #14 and mailed a check. Please this is more than he paid. He stateshe has not received the check. I will be happy to stop payment and reissue the check. He may pick it upin person and sign for the check to insure he receives lt.If you have any further questions please phone me at phone number above.
Sincerely,Sandra K[redacted],Office Manager

Below is the verbage to please add to the original complain #[redacted] In addition, as of 06/18, 06/20 and 06/21 I have received bites indicative of bedbugs.  The company failed to remove the bedbug covers during the second heat treatment which I noticed when they were...

finished on 06/15. The plastic ties were still on the mattress and the technician did not do so.  (The manager told to me that this needed to be in preparation for the first treatment.)  Which is now making me question if that created a problem when they did the heat treatment therefore not penetrating the mattress.  I do not think they use any steam cleaner/heat device to go along the mattress to remove anything that may be there. I would like to remove the $200 and ask for a refund of my entire amount - $1875.00 Thank you so much. [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 yet.  For your reference, details of the offer I reviewed appear below.
I will not accept this yet. First, I need to see what the billing to my insurance is and be sure Aspen isn't going to spring unexpected charges on me. Second, Aspens Utica office was supposed to put my bridge in temporary, then have the New Hartford office do it permanent. They didnt do this. The bridge prep was flawed for one thing. The front tooth of the bridge is oversized and is negatively effecting my bite. Third, something has happened at the rear of my mouth behind the rear tooth of the bridge. Something has worked its way through my gums. I have an open sore there with rough edges like a tooth root or bone poking through. My insurance only covers work done at Aspen, and right now I cannot bring myself to ever go back to them. This is despite the problems since the bridgework, and the fact that I still need a cavity taken care of and cleaning/root plaining done. Unfortunately, I'm prepared to suffer, rather than return to Aspen. Once my insurance claim clears and I am sure Aspen isn't going to stick me with other charges, I'm willing to let this all go. Then, I will suffer until I can change my insurance and go elsewhere. It has been a nightmare. I am requesting a couple weeks to get in touch with my insurance and make sure the billing is done properly before I accept the response.
Regards,
[redacted]

Here is my response to this complaint.____________________________________October 21, 2017[redacted]Boyertown, PA [redacted] RE: Aspen Dental Account Number [redacted]                   Better...

Business Bureau ID # [redacted] Dear [redacted]: Thank you for sharing your concerns about the treatment you received.   I am writing to you on behalf of the Pottstown, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA PLLC.  I certainly do apologize for your experience at Pottstown, PA 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 Pottstown, PA Aspen Dental Office Manager, Channay and the Regional Manager, Jason.  A review of your account shows that all services charged to you were authorized by you and provided as indicated.  My review did reveal a discrepancy in the estimated charge of once service.  An adjustment has been made to your account and a refund of $41.00 is being processed back to your Dental First Finance account.  A prior refund of $93.00 was processed on September 19, 2017.  For your review, I am including copies of your Treatment Acceptance Form and your Aspen Dental account ledger 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 SpecialistAspen Dental Management, Inc.Phone: ###-###-####, Extension [redacted]Fax: ###-###-####E-mail: [redacted]@aspendental.com

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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,
Stacey [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12708105, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
They supplied healing dentures that were usable and out of portion to my mouth. For 6 months I cried to them asking them numerous times for smaller dentures for better fitting and they ignored my request. I had to gum my food and I told them that! I paid for the soft dentures why do I have to use this type of denture? They kept on telling me they are healing dentures. I will get new ones!! I tried working with this company and they misrepresented themselves!  I shouldn't have to pay for healing dentures that were unusable that I never used. After they made an offer to me, I wrote back and tried to make a settlement of $3,589.00. I have not heard a reply from them yet!
Regards,
[redacted]

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

Dental office.I am in receipt of your complaint filed with the Revdex.com. I have reviewed italong with your Aspen Dental account with the Rensselaer, NY Aspen Dental Office Manager,Cheri, Cheri advised me that the $376.50 amount paid for the Interim PUD (Flipper) onJanuary 30, 2015 will be refunded to you. I very am pleased to see that you are continuingwith treatmenl.1 appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter hasbeen forwarded to the Revdex.com in response to your complaint. I am availablefor any further questions at the below contact information.Sincerely,Ron H[redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.

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 at this time.  However, if my insurance rejects the claim because the information hadn't been submitted timely from ASPEN Dental, I will make you aware of that situation.  This has been ongoing since February 2017.
Regards,
[redacted]

Here is my response to this complaint.______________________________________ May 10, 2017    Ms. [redacted]
[redacted] RE: Aspen Dental Account Number [redacted]        Revdex.com...

Complaint 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 Albany, OR Aspen Dental branded practice, owned and operated by Aspen Dental of Oregon PC.  I certainly do apologize for your experience at the Albany, OR 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 Albany, OR Aspen Dental Regional Manager Kristin S[redacted].  I am sorry to hear of your dissatisfaction with the services you received.  In response to your complaint the dental practice has authorized me to refund you a total of $1,366.75 of your out of pocket payment.  That amount covers the current credit on your account of $711.75, the refund of the $495.00 Enhancement fee (as you did not receive your Comfilyte upper denture) and your $160.00 out of pocket cost for the PLD Immediate partial.  In addition we are refunding the $160.00 paid by your dental insurance company for that partial.  Payments for the FUD Immed Classic denture and for the hygiene and extraction services will not be refunded.  Please allow 7-10 days for receipt of the refund check.  The insurance refund may take up to 30 days for receipt and posting by your dental insurance. 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: [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.I want to Sincerely thank the Revdex.com and the Upper Management of Aspen Dental.  I was referred to Customer Satisfaction and they immediately addressed my concern. I am grateful for the time and effort the Revdex.com put in and the Upper Management of Aspen Dental.Thank you very much.[redacted]

To whom it may concern,Please see my response to patient below:March 29, 2018    [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 Danville, IL Aspen Dental branded practice, owned and operated by [redacted] PC.  I certainly do apologize for your experience at the Danville, IL 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 new patient to Aspen Dental the treating dentist requires x-rays as part of your initial exam. We are sorry if this process is not acceptable to you. We understand your decision to seek treatment elsewhere and wish you the best with your dental health. If you would like to reconsider visiting Aspen Dental in the future please call the dental office at [redacted], option 2 to schedule an appointment. 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]Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: 1-866-273-8606, 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]

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]

Dear Mr. [redacted]: Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the Saratoga Springs, 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 Saratoga Springs, 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.  On July 05, 2013, you agreed to receive dental treatment from the Saratoga Springs, NY Aspen Dental office.  You used CareCredit financing to pay for your treatment.  Aspen Dental received $4,300.00 from CareCredit on your behalf.  Enclosed please find copies of the CareCredit financial documentation, including the signed Sales Draft which indicated the terms of the promotion you agreed to.  The promotion was for 18 months interest free as long as all terms and conditions were met.  Please contact CareCredit directly with any questions or concerns about your contract with them.  Only they can provide a detailed accounting of your CareCredit account. 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: ###-###-#### __________________________________

Complaint: [redacted]I am rejecting this response because: the refund have not back to me after 5 days, because business responded refund will process with in 3-5 days.Sincerely,[redacted]

Dear Ms. [redacted],Included with this email is a copy of my response to this complaint.Sincerely,Janice M[redacted] Patient Satisfaction SpecialistAspen Dental Management, Inc. [redacted]
[redacted]  [redacted]Tel. [redacted]tel.  [redacted] fax. [redacted] web....

[redacted] email. [redacted]

Absolutely horrible experience today. I arrived 15 mins before my appointment just as I was asked, brought all my documents and checked in with the front desk. After 45 mins of not even being acknowledged and watching people come and go I decided to ask what was taking so long. Apparently they were backed up, which is not a huge deal if its communicated or if your staff has any kind of customer service training.... but no one felt the need to tell the patients. As a patient your expected to be punctual, tactful and to notify the office if you're running late otherwise you could be charged a "late fee", yet Aspen Dental has no obligation to have any kind of professionalism, punctuality or communication skills. I was told it would be at least another 20 mins before I may even be able to be seen. I had to leave work early to be here and to be sure I was on time. The least someone could have done is either called me and rescheduled or told me about the delay at the desk. I have horrible dental anxiety so it took me all week to work up the courage to even come in. Not to mention drive 30 mins, sit in a crowded waiting room with inadequate seating for 45 mins. My anxiety was so bad that I was soaked in sweat just from being in the waiting room. God help you if you have to use their restroom,.. blood on the toilet seat and garbage on the floor. Its sad when a truck stop is cleaner than a dental facility.

Thanks again Aspen Dental. You managed to add another bad experience to my list of why I hate the dentist. I know you may not have communication in your business model but I will be sure I communicate my experience with every person that is interested in listening.

I have received the refund and am now satisfied, and require no further action. Thank you for your help.