Aspen Dental

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

Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it with the Batavia, NY Aspen Dental Office Manager, Meghan.  The reason no x-rays were taken, or an exam performed is because you brought x-ray copies with you along with a referral from another dentist.  Meghan advises that a significant amount of time was spent discussing possible payment options and even recommending other facilities that might participate with your insurance.  The option was left open for you to return to have the treatment done in the future if circumstances change.  I am sorry for any misunderstanding the intent was to help if we could. 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.

Here is my response to this complaint.
_______________________________________
 
From: H[redacted], Ron Sent: Monday, February 08, 2016 6:28 PMTo: [redacted]Subject: Aspen Dental...Revdex.com Complaint
Mr. [redacted]
Portland, OR 97266
RE: Aspen Dental...

Account Number [redacted]
       Revdex.com ID Number [redacted]
Dear Mr. [redacted]:
Thank you for sharing your concerns about the billing for the treatment you received.  I am writing to you on behalf of the Happy Valley, OR Aspen Dental branded practice, owned and operated by Madugula LLC.  I certainly do apologize for your experience at the Happy Valley, OR Aspen Dental office.
The Aspen Dental “free” new patient exam and x-ray promotion is for patients that do not have dental insurance.  Per our relationships with dental insurance carriers, claims must be filed detailing the services provided.  There is a disclaimer on every written for of the promotional offer stating “not to be combined with insurance”.  As most dental insurance carriers do cover the initial diagnostic exam and x-ray services in full, there is no out of pocket cost to the patient; however your dental insurance only paid $53.00 towards the exam and  x-ray services provided to you and [redacted] on the dates of service of 12/02/15 & 12/03/15.  The adult patient is responsible for payment of any balances not covered by insurance.
As this may have not been clearly communicated to you, I have as a courtesy removed the unpaid charges.  A refund in the amount of $173.10 is being processed back to the Visa card account that you used to make payment with on February 05, 2016.  Please allow 3-5 business for receipt and posting of the refund by your Visa card bank.
I appreciate you giving me the opportunity to respond to your inquiry.  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: 1-866-273-8606, Extension [redacted]
Fax: (315) 295-2589
E-mail: [redacted]

I have very bad teeth and went to Aspen Dental as they had a free xrays and assessment. After looking at my teeth they printed out a sheet with all the dental codes etc and it totaled over $22,000.00. I basically laughed and said I would do a little at a time. I came in a while later to start the procedure and have my teeth cleaned and I now had a discount card and had them rerun the price it was now $17,000.00. They did the cleaning and my mom talked to the lady about some questions we had regarding the bill. She questioned a code that they had way higher and the discount card had quite a bit lower. Was told it was higher as it was a more complex surgery.
Questioned if I could get cheeper crowns and was told no for front teeth you had to get these crowns and had to get them all at one time.
I finished my cleaning and asked the girl like six times if I had a infection and needed to be put on antibiotics her answer was no...........I was also told for my oral surgery there was only one appointment left and unless I booked it right away I would have to wait till January of 2017. We booked it and I was told it has to be paid in full at my next cleaning appointment in 2 weeks.
Well a short time later I ended up in urgent care as I had a very bad infection in my mouth and almost had a staff infection. I was put on a antibiotic 3x"s per day. I paid for urgent care plus a script.
The doctor said I should have been put on a antibiotic right away by the dentist and anyone could have seen I had a infection,
We called Aspen and basically they could have cared less and they told me the cleaning opened up a pocket and caused the infection. I paid in advance almost $3,000.00 in advance for my oral surgery.
Well 3 days before my oral surgery they called to say it was cancelled. I had planned a week off of work and my mom also took time off of work. The oral sugeron went into labor early...They had no backup for the entire Aspen group in Wisconsin and would not recommend anyone they told us to wait till she came back which they had no idea when. Now were trying to get records forward and our money refunded and its a nighmare. NEVER GO TO ASPen
I have had to pay for urgent care, Drugs, lost a weeks vacation. my Mom took off of work also. We asked for a discount or something off when they screwed up and I was in urgent care sicker then a dog and they did and said nothing we never even got a call back or appology for the girl cleaning my teeth and she never even had the dentist check for infection.

Here is my response to this complaint._____________________________________ January 4, 2016    Ms. Katrina Lourdiane281 Mulberry Ave 2Elmira, NY 14903  RE: Aspen Dental Account Number 5555635       Revdex.com ID...

Number 11017597 Dear Ms. Lourdiana: Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the Horseheads, NY Aspen Dental branded practice, owned and operated by Anand Dental Health Services PC.  I certainly do apologize for your experience at the Horseheads, NY Aspen Dental office. I have received your complaint statement filed with the Revdex.com.  I have reviewed it and your Aspen Dental account.  On December 31, 2015, the $24.00 balance showing due was removed from your Aspen Dental 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]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. Sincerely, [redacted]

As I am not a Dentist, I do not know what type of resolution this situation could have at this point. I only know that I have an extremely loose tooth that needs to be taken care of before it falls out.The Dentist office is more than welcome to contact me with a suggested resolution.

Initial Business Response /* (1000, 5, 2016/02/18) */
February 18, 2016
Ms. [redacted]
XXXX XXth St
[redacted] IL XXXXX
RE: Aspen Dental Account Number XXXXXXX
Revdex.com Case # XXXXXXX
Dear Ms. [redacted]:
Thank you for sharing your concerns about the...

insurance billing for the treatment you received. I am writing to you on behalf of the Mattoon, IL Aspen Dental branded practice, owned and operated by Philco Group LLC. I certainly do apologize for your experience at the Mattoon, IL Aspen Dental office.
I am in receipt of your complaint filed with the Revdex.com. I have reviewed it along with your Aspen Dental account. Aspen Dental has been trying diligently to resolve the issues with your dental insurance. Claims have been file multiple times and supporting documentation has been provided. We have been advised that payment is being sent, but to date have not received it. As a courtesy I have removed any balance showing due from services done prior to December 11, 2015. A claim for the extraction done on that date is still open with your dental insurance carrier. We are reaching out to them to check the status for payment. All other balances have been removed. All collection activity for balances prior to December 2015 will cease within 7 business days. Please note that no information concerning your Aspen Dental account has been reported to any credit reporting 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]
[redacted]
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: X-XXX-XXX-XXXX, Extension 1329
Fax: (XXX) XXX-XXXXE-mail: [redacted]@aspendental.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted]
Thank you for your response. The collections agency advised me that payment was received on Jan. 26, which reduced the balance from over $700 to over $200, so I am not sure why you say payment hasn't been received. If Aspen would have checked with my insurance, instead of "assuming" what their payment guidelines were, none of this would have taken place. You may not be required to pre-submit the claim, but it is certainly a risky practice to make assumptions. In addition, the fact that your office put all the responsibility on me instead of doing any follow ups, or even informing me that they still had not heard from my insurance, compounds the issues with your billing and office procedures. After both times I had to call [redacted], when I relayed the information to [redacted], she basically told me I was wrong and Aspen would not bill on the prep date - even though [redacted] told me that was acceptable. Instead of her calling [redacted] to confirm this information, she refused to accept it. [redacted] basically laughed that she refused to bill on the date they approved, and offered to call [redacted] directly - for a second time. I didn't spend hours on the phone to give her inaccurate information. The only response I ever got from [redacted] after this started was, I haven't heard anything or you need to call your insurance company - then, after I did so, she refused to follow the instructions provided by [redacted]. My new procedure was sent to collections because I was advised by the collection agency that I had made a $66 payment in December. That payment was for the new procedure. While I understand it is still an open claim, there is no reason that should have been sent to collections. When I questioned [redacted] about that, she told me the whole account gets sent to collections; which should not happen. Only a delinquent account should be sent to collections, which neither of these were. Needless to say, this has been a 2 year long headache that should never have happened. The way I even found out insurance hadn't paid was from a collections call from Aspen, almost a year after the service date. Never was I contacted by the Mattoon office to advise me that there was an insurance problem. I certainly hope you will review your billing procedures with both the insurance companies and your office staff. I certainly hope I have no additional issues with the outstanding claim, as I have been advised by Aspen on both occasions that the amount they give as patient responsibility is the most I have to pay.
Again, thank you for your response. While I'm sorry it had to go through this channel, I felt there was no other recourse since I couldn't get any responses from [redacted].
[redacted]

From: OM 1009 Jody W[redacted] <JW[redacted]@aspendental.com>Sent: Wednesday, November 9, 2016 4:26 PM...

To: infoSubject: [redacted]   Hello,   We received notice today of a complaint about our business.  Following is our response to the complaint outlined above.   The balance that remains ($50) is the amount of his insurance deductible applied to his account.  The patient signed a treatment agreement that outlined a total due of $132.40 on 9/6/16 for services to be rendered.  The patient was only charged $82.40 on the day of service (9/15/16).  The amount remains a valid debt.  To my knowledge, the patient has not contacted our office (at any time) to attempt to resolve or understand the matter.    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

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.
I would like to inform the Revdex.com that I paid like $250.00 to my account to bring the balance to $0.00 on October 23, 2017 because I was being threatened by the business of being sent to collections if it was not paid in full. I now receive a letter from Kelly M[redacted], 4 months later, telling me no adjustments would be made to the account because a pre determination was no required for the services rendered to me. And that right there is the core problem with Aspen Dental business practices! I replied to Kelly via email. Heres a copy for you:Hello Kelly,Thanks for responding to my complaint from the Revdex.com, which I have submitted months ago. Your attention is very valued over here.The balance on my account is at $0.00 because I PAID IT, after your company threatened to send me to collections if my account was not paid in full. At the time of my visit, YOUR dental office reps told me I was responsible for a certain amount, and I agreed to that amount. They told me that Aspen Dental's estimate is near 99% accurate and that cases involving any adjusted balances were minimal, NOT $250.00. ADD $1,100.00 to that which I financed and we are at almost $1,400. My point is simple, if I were informed of how much I really needed to pay I would NOT have agreed to the services because it was too much. You say a pre determination is not required for the services that were rendered to me, but it is also not a fair business practice to the consumer. Your office reps instill a sense of accuracy of 99% to the consumer at the time of service, yet the estimates are off by $250.00! Then I am stuck paying all this extra money or else I get put in collections and my credit gets hit. All because a "pre determination was not required."I bet there are many cases just like mines floating around and tens of thousands of people are stuck paying these bills, due to your company purposely either underestimating or not getting a clear estimate from the dental insurance. Your company's estimate was off by $250.00, you are saying its not your fault, and you wont even offer me a refund check. Its just bad business for the consumer if you are not honest. Its unfair to me that I got bamboozled into this bill, and I filed a complaint months ago to the Revdex.com. I am sending a copy of this email to them also. 
Regards,
[redacted]

At the time that the patient received the filling the Dr. S[redacted] was in substituting for Dr. P[redacted]. We were unaware that Dr. S[redacted] was out of network for the patient as our substitute Dr's are supposed to be in network for all of the insurances that Aspen Dental works with. We have not received...

the letter from insurance declining the claim, however, when we do, they account will be adjusted so the patient will not owe anything extra.

Dear Mr. [redacted]Thank you for sharing your concerns about the treatment you received. I am writing to you on behalf of the Peoria, IL Aspen Dental branded practice, owned and operated by I F Hamati DDS PC. I certainly do apologize for your experience at Peoria, IL 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 Peoria, IL  Aspen Dental Regional Manager, [redacted]r. As you are aware, due to the patient/provider relationship being compromised you have been dismissed from care as an Aspen Dental patient. This dismissal applies to all Aspen Dental branded dental locations. You recently spoke with the Regional Manager, [redacted]r and she advised you that a refund in the amount of $1,260.00 would be processed and mailed to you. Please allow 7-10 business days for receipt of the refund check. this courtesy refund offsets any warranty/guarantee for the dentures provided to you. I wish you the best with your dental health as you forward.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.Sincerely,[redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: 1-866-273-8606, Extension [redacted]Fax: [redacted]E-mail: [redacted]

Dear Ms. [redacted],
 
I am in receipt of your complaint filed with the Revdex.com.  I do apologize for your experience at the Horseheads, NY Aspen Dental Office.
 
The Horseheads, NY Aspen Dental Office Manager, [redacted] has been attempting to contact you to discuss...

your concerns with your dental treatment.  She has left messages at your ###-###-#### contact number, but has not received a reply.  Please reach out to [redacted] at the Horseheads, NY office at  ###-###-#### (option 2) and she will be happy to speak with you and work towards a resolution in this matter.
 
Sincerely,


[redacted]

Senior Patient Satisfaction Specialist
Phone: ###-###-#### Ext 1329

The 135.00 amount that was being charged to Mr. [redacted] for services he received on August 10, 2016, Have been removed. he will receive no additional invoices for those services.

Here is my response to this complaint.
_____________________________________
 
August 12, 2016
 
 
 
 
Mr. [redacted]
Portland, OR 97223
 
RE: Aspen Dental Account Number [redacted]
        Better...

Business Bureau ID # [redacted]
 
Dear Mr. [redacted]:
 
Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the Beaverton, OR Aspen Dental branded practice, owned and operated by Madugula LLC.  I certainly do apologize for your experience at the Beaverton, 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 Aspen Dental Regional Manager Amela Johnson.  We are very sorry that the Beaverton, OR Aspen Dental practice was not able to meet your expectations concerning the dentures you received in July 2016.  A refund of the full payment amount of $2,923.40 has been processed back to the Dental First Finance account that you used to make payment with.  Please allow 3-5 business days for receipt and posting by Dental First.
 
I appreciate you giving me the opportunity to respond to your inquiry.  Going forward, I wish you the best with your dental health.  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: 1-866-273-8606, Extension 1329
Fax: (315) 295-2589
E-mail: [redacted]aspendental.com

Thank you for sharing your concerns about your recent dental visit. I am writing to you on behalfof the [redacted] Aspen Dental branded practice, owned and operated by [redacted]. I certainly do apologize for your experience at the [redacted] Aspen Dental office.I am in receipt of your...

complaint filed with the Revdex.com. I have reviewed it with the[redacted], Andrew. On March 24, 2017, a refund in amount of $53.70 wasprocessed back to your Visa card account ending in # [redacted]. If you have any additional questionsor concerns, please reach out to Andrew at the dental office at ###-###-#### (option 2) and hewill be happy to assist you.I appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter hasbeen forwarded to the Revdex.com Office in response to your complaint. I am availablefor any further questions at the below contact information.

Here is my response to this complaint.__________________________________ December 16, 2016    [redacted] RE: Aspen Dental Account Number [redacted]        Revdex.com...

Complaint ID # [redacted] Dear [redacted] Thank you for sharing your concerns about the treatment you received.  I am writing to you on behalf of the New Philadelphia, OH Aspen Dental branded practice, owned and operated by Ohio Dental Associates-Judge Inc.  I certainly do apologize for your experience at the New Philadelphia, OH Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it with the New Philadelphia, OH Aspen Dental Office Manager, [redacted].  [redacted] advised me that you have been dismissed from care from Aspen Dental.  This was due to the patient/provider relationship being compromised and was authorized by the treating dentist. I appreciate you giving me the opportunity to respond to your inquiry.  I wish you the best as you move forward with a new dental provider.  A copy of this letter has been forwarded to the Revdex.com in response to your complaint.   Sincerely, [redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: 1-866-273-8606, Extension 1329Fax: (315) 295-2589 E-mail: [redacted]

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

Aspen Dental office. I am in receipt of your complaint filed with the Revdex.com.  I have reviewed it with the Dewitt, NY Aspen Dental Office Manager, Jonatan and the Managing Clinical Director Dr. M[redacted]. On November 16, 2016 Jonatan called and left a message for you to contact him to schedule an appointment to meet with the Dr. M[redacted] to address the concerns with your denture.  Please reach out to Jonatan at the Dewitt, NY Aspen Dental office at (315) 445-9400 (option 2) and he will be happy to assist you. 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.

I am rejecting this response because:We have a financing account that has roughly $4500 worth of charges that should be taken care of by Aspen, I should ONLY be responsible for the crown done to tooth #9 and any preparation done with tooth #9.  In every complaint I've submitted I've stated that we would NOT have had any other procedures done if we had known insurance would not cover any charges. Delta Dental stated that if Aspen had sent up the charges immediately it would have stated that nothing would be covered, meaning we would not have had extensive cleaning done on his entire mouth, we would not have purchased a $135 toothbrush, we would have gotten the crown and had been done. I spoke with the Director of Aspen Dental and when I explained the situation to him, he knew IMMEDIATELY that [redacted] would not be covered because he was within the year waiting period and ironically I have spoken with Chelsey prior to filing a complaint with the Revdex.com, she was not able to help me with anything in fact in the end wouldn’t call me, she made the receptionist Sadie call to try to fix this situation. It's disgusting that I have to file a complaint and speak with the Director for the regional manager to allow "a $500 courtesy" credit when Aspen has racked up a bill for $5k. When everything is all said and done, I am ONLY willing to pay for the crown and any preparation done with the crown, which in total is $1,515. Any of the other charges on 04/04/17, 04/05/17, 04/10/17 WE WILL NOT PAY FOR, as Aspen dental should have known by that time that any dental work would not be covered, Aspen tried to quick hurry up and get all of the work done as fast as possible so this situation would happen. I would have to fight Aspen for my money back versus Aspen fighting to get us back in so they can take more of our money. I've attached reviews about the business in Monti and as you can multiple people have been taken advantage of by this company.

Here is my response to this complaint.
______________________________________
 
October 18, 2016
 
 
 
Ms. [redacted]
Gladstone, Or 97027
 
RE: Aspen Dental Account Number [redacted]
        Better Business...

Bureau 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 Happy Valley, OR (Clackamas) Aspen Dental branded practice, owned and operated by Madugula LLC.  I certainly do apologize for your experience at the Happy Valley, OR (Clackamas) 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 Office Manager, Jennifer.  After corrections and adjustments, you were charged for six total extractions at $150.00 each ($900.00) plus the cost of the upper and lower dentures ($1,214.20).  The total amount paid via Genesis on June 02, 2016, was $2,873.20.  The total amount charged is $2,114.20.  The difference is $759.00.  On September 30, 2016, a refund in the amount of $459.00 was processed back to Genesis.  On October 05, 2016 a $300.00 refund was processed back to Genesis.  The total amount refunded to date is $759.00.  For your review I am including with this letter copies of your Treatment Acceptance form and Aspen Dental account ledger showing all transactions to date.  I am sorry for any misunderstanding or confusion in this matter; however based on the treatment you received, the amount refunded to date is correct. 
 
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: 1-866-273-8606, Extension [redacted]
Fax: (315) 295-2589
E-mail: [redacted]

DO NOT...... I REPEAT DO NOT HIRE FIRST AMERICAN VAN LINES, INC to do any moving for you. They are unreliable and called me less than 24 hours before they were to complete my move from San Jose, Ca to Las Vegas, Nv. My contact person with this company was [redacted]. I contracted with them in May and the move was to take place Thursday, June 18,2105. On Wednesday afternoon, June 17, 2105 less than 24 hrs before move was to take place I was contacted by FIRST AMERICAN VAN LINES that they were unable to do the move and wanted to do the move on Saturday June 20 or Sunday June 20th. This was unacceptable as I needed to vacate the apartment on June 18th no later. I had to hire another company last minute and have to pay approx $1000.00 more. I am looking to get the additional funds back from FIRST AMEICAN VAN LINES because of breach of contract