Aspen Dental
Reviews and Complaints

11/19/18 4:46 PM

PATIENT NAME/DOB: CHRYSTAL PHILLIPS 04/07/1977
RE: GRIEVANCE ON CLAIMS FILED/PAID TO ASPEN DENTAL & DR. CHERYL COGGINS
DATE OF INCIDENT: 10/12/2018

To Whom It May Concern:

I am writing today to explain what occurred with the above provider and why I am convinced that this company should not only return the funds received, but should probably be completely blacklisted by Humana, Inc. overall.

I will preface this by stating; I broke a tooth near the beginning of October. I used Facebook (a local group called What's Happening In Murfreesboro), to try to find a good dental provider that would actually pull teeth instead of trying to talk me into a bunch of cosmetic repair work that costs so much & I have not had a good history with. (I.e. previous root canal/crowns ‘going bad' and having to be drilled out and left open to drain due to infection). In this Facebook group, many people in my community had nothing but great things to say about Aspen Dental. I made the error of taking their advice without searching to ensure this was a quality provider.

I have a complete ‘Log' of ALL communications/issues that resulted from my uninformed decision to go there. The long and short of my grievance is, that during the X-Ray process, the girl taking the X-Rays caused numerous gouges/sores inside my mouth during this process. During the all around X-Ray, she had me place my teeth in the groove on the bite block & proceeded to push my head forward, resulting in my front left tooth cracking & breaking in half. When I told her that either my tooth or their bite block had broken, she informed me "that is just not possible". She also informed me during this time, that they were short-handed & she was helping with X-Rays. In hindsight, I now wonder if this individual was even trained/allowed to run an X-Ray machine legally in the State of Tennessee? When the X-Ray series was complete, I raised my head & held out my hand, as I knew exactly what had happened. Once I caught the tooth, I asked her if I should just throw it away? She indicated, ‘What?' I showed her my tooth & threw it in the garbage can located in the X-Ray area. When she realized what had happened, she ran from the X-Ray area up to the front for 8-10 minutes & went running past me again to the back. I could hear her telling someone that she needed help. Another tech came out and ran a whole entire additional set of X-Rays.

Following the debacle that occurred with the X-Ray, I waited 35-40 minutes for their ‘Doctor' Cheryl Coggins to come back to me. By this time, I was shaking; having an anxiety/panic attack that felt like a heart attack and was in tears. Their ‘Doctor' proceeded to grill me about why my teeth were so bad and how they had gotten that way. I only had an opportunity to first tell her that I did have incredible anxiety where dental care was concerned & feeling pushed into expensive fixes that I felt unnecessary - as well as my pain levels with dental care were the first part. She cut me off (**I also have a medical condition, Severe Acute Regurgitative IBS - that I have battled since I was 14 years of age. I am now 41, and was informed by the time I was 24 that there was very little to no enamel left on my teeth due to the severe bouts of vomiting I experienced, along with many hospitalizations - because of this medical condition.) Doctor Cheryl Coggins humiliated me, she made me feel like an idiot and I really feel like she was trying to belittle/demean me with the way she addressed my issues.

After she got the first part of the explanation, she told me the infection was too great to pull the tooth that day. (Upon viewing the log, you can ascertain that I did call two (2) days prior to my appointment & they failed to see if my insurance benefits were available before my appointment. So I walked out of there, no tooth pulled, no financial information & no follow-up appointment to address not only the initial issue of the broken molar - but now the broken front tooth that occurred as a result of their negligence. The ONLY reason I left was that Doctor Cheryl Coggins stated that the office manager had left for the day, but assured me - "She will call you first thing on Monday. She will have financial options for you, Mrs. Phillips. I will go Plan A, B, C…all the way to Z if I have to. We will take care of you."

That was an empty promise. I waited for two (2) weeks & two (2) days before their assistant manager; Rachel finally saw fit to return a phone call. I had left numerous voice mails for two weeks & two days…only when I did a bad review of the office online, did she call me back. As of this point, I had decided that due not only to their negligence & substandard care they had previously provided; but also because they did not keep their word in following up with me, that there was ‘No way in hell I was stepping foot back in that building to allow them to "care" for me." I indicated this to Rachel. She was very ‘sorry' and felt bad that I had experience this and as "sad that they couldn't make it right, but understood and agreed that I shouldn't have to go through not only the anxiety I now associate with them, but that I would indeed be proven a fool if I were to allow them to provide ANY kind of care to me or any of my family." I was fine with that ‘irresolution' because I was NOT willing to allow them to work on me any more.

Today, 11/19/2018, in the mail, I received a claim from Humana that actually has dental benefits subtracted for substandard care. This was after I did let Rachel know that I would not be returning, nor did I feel that I should be responsible for substandard/negligent care. I was under the impression that everyone would all ‘cut our losses, ' and that they would not be bold enough to charge for what could certainly be a civil lawsuit. (I did finally do my due diligence; sadly Aspen Dental nationwide have been the defendant(s) in multiple class action lawsuits for MANY of the shenanigans I experienced when I visited the Murfreesboro location. (The same person also owns the location in Smyrna, TN.) I do NOT think that ANY of my dental benefits should go to Aspen Dental for ANY reason. The entire experience was terrible and honestly they should not even be allowed to practice PERIOD. I am filing this grievance against their claim filing.

Enclosed, please find a copy (**rough and original - NOT altered to ensure spelling/grammar etc - was live as it was happening) of the log I made regarding ALL contacts/attempted communications with this office. Also, please find four (4) photographs taken on October 10, 2018. This is a series that I took attempting to get a good photo of the broken tooth that was my initial reason for the appointment, to see how bad it was. You can also clearly see, that while my front teeth were not gorgeous, the left front tooth is indeed intact and whole. Also enclosed please review an additional eight (8) photos, taken between October 12th (the date of service & injury) through today 11/19/2018 to show not only the damage initially done…. but also the break down of the damaged tooth due to crumbling. I feel certain that the crumbling has occurred due to the fact that the tooth was forcibly broken and left untreated. This experience has increased my mental anxiety and strain now regarding ALL dental work to be done & has destroyed my smile. I used to LOVE to smile; now I am ashamed to show my front teeth.

Please help me resolve this issue. I am available ANY time at [protected] or allie.[protected]@gmail.com for any clarifications, questions, recommendations, etc you may have for me regarding this experience. IF for any reason I do not reach a phone call before you hit my voicemail, please know that it is secure and ONLY I have access to it. You can feel confident leaving a message, knowing I will receive it and I will return any communications.

I do have available for you if you are interested, the letter to Humana (pretty much the same as the above complaint), activity log, BBB Complaint, and a plethora of screenshots with a variety of reviews. I also have photos on my phone of extended wait times during attempted resolution via phone calls.

Thank you,

Chrystal Phillips
[protected]
Allie.[protected]@gmail.com

I took my father to the new Fremont NE location on November 19, 2018. The lady at the front desk was very nice and professional and it went down hill after that. They put us in an exam room with was very dirty. It had used items in the sink-metal forms for the upper and lower mouth and a few other items; the sink was very dirty also. There were used utensils on a rack on the wall that were not cleaned off and probably should not be stored there. One looked like a paring knife, a spreader and two others. There was a used Q tip on the floor along with white paper and hard plaster also on the floor and on the base of the exam chair. Once we were put in the room no one came in to update us or check on us. At one point I went looking for staff and did not find or see anyone; maybe they all went to lunch? The appointment was 11:00 A.M. and we left at 1:00 P.M. When we left a gentleman came to the front desk and asked us if we are leaving and I said yes. He wanted to know if we wanted to reschedule another appointment and I said no. I did take photos of everything.

In November of 2017 I was scheduled for hip replacement surgery. The surgeon said that a dental clearance was required because the presence of an infection in the gums could cause the hip replacement to fail. I was in terrible pain at the time due to my hip.

I went to Aspen Dental to get checked. I had had extensive periodontal surgery many years prior, and had not had bleeding gums or other gum issues since then. Aspen Dental did X-rays and declared that I had periodontal disease that needed treatment.

The cost was almost $2000.00. The Aspen representative stated that she had "checked with my insurance, and they would cover half of the cost. Because I needed to get this done so I could get the surgery done on my hip, I payed my share of the cost -about $900.00, because I had been assured by Aspen Dental that my insurance would pay the balance.

On the day of the procedure, I was expecting it to take a long time. It was done by a technician, only took less than an hour, and consisted of probing along my gum line with a needle and injecting something at the gum line.

Weeks later, I received a bill from Aspen Dental for $700.00. Aspen told me that my
insurance had only payed a small portion of the bill.

Aspen deceived me in regard to the need for this procedure, and falsely assured me that they had "confirmed with my insurance company that they would pay the balance of the bill".

I went to aspen dental in lake wales Florida because my son work's there big mistake. The main reason was to have a front tooth that had been broken for many years from playing ice hockey. They did the initial free first visit. Then when leaving and setting up an appointment to come back I'm told they don't except my insurance. Then said we can finance the cost of my future appointment and the extraction and a partial denture. Then i left when i got home i decided i didn't want to finance the work, to late they already billed community bank who they use i found out . They aspen billed for $2500 before any dental work was done. Which give no time to decide not to finance. No grace period no chance. Three day's later i get a bill to pay 82.00 per month, this is when i found out who they use in scamming me and I'm sure many other's. I called the bank i was told aspen billed them for the whole 2500.00 and i told the bank they hadn't done any dental work on me yet. The woman i spoke with told me aspen needs to put the money back. It didn't happen I'm a disabled senior citizen on a limited income now i have a bill i can't pay because i was scammed by aspen dental.

Me and a friend went in Aspen Dental in Prattville..It seemed to be ok at first.But when I has $2, 000 covered by insurance and they told me my upper plate and teeth to be removed was only $1, 200..I was ok with that.I went in they had tge dental hygenist to look at me the first thing she said was I had gum disease..never has any of my other dentist said tgat.she cominced saying you will have to be treated for 6 weeks using our products and a toothbrush I did not ask for but was charged for.Went in another 2 weeks they pulled 2 the worst I ever had felt the pain told tge dentist seemed less about it.finished up told me to see financial person, she told me now I owe $750 more I said I have insurance left she said it doesnt pay for partial toothbrush etc.I told them I never ask for any of that she told me I had to pay she set up payment with a company called gennis..thats a joke..I paid $600 out of my pocket called my insurance they said you wasnt to pay that ..the bill was paid for.I called Aspen complaint center told them the insurance said and the insurance called them and I then only owed less then $80 dollars tgen nothing..but never was refunded the money I paid..Very shady company...And my friend and husband has since had the same happening.Its got to late.they are getting mega bucks and we are receiving goofys teeth..ridicolous..they set in the denture boxes never worn..tge teeth color doesn't match and you cant talk with out sounding like you have crap in your mouth.the wire frim the partial cuts into your mouth.and caused infection.never get phone calls to bring your teeth back for the so call refund if your not happy.You can't get intouch with anybody.. Tgats why we are pissed very unsatisfied and no one can wear these jacked up teeth..Writting the dental board and what ever I need to, we need a class action suit..im ready with goofy and tge rest
..

There are a few issues: Started [protected], lower Dentures never fit properly. Received implants that failed, tried better implants and after surgery complained to aspen office that one implant was swollen and painful! They told me there was nothing they could do until my next appointment with the surgeon! When I went to my next appointment the surgeon was furious he was not contacted! One implant was so infected that there was bone loss! Thereafter, there were two bone graphs, which both failed! The dentist said, how can we work this out and offered new dentures in 2015, which I was so upset, and frustrated but wanted to work with them. I can't count how many times I went for adjustments for the bottom dentures. I have been suffering with this for years. Went back this year, because my warranty is still in viable and was treated like an alien! Was told my file was in storage and they didn't know if I still had a warranty! The first warranty was 7 years and still viable, the assistant said, "well you only have 2 years left"! I told her "no" I have 4 years left! Now, my one implant cases came out and they said, you have to pay for another one! There was additional casing in my file with the ones I already purchased! I could go on and on. Yesterday, I contacted Aspens corporate office yesterday and have not heard back! Probably going to file a complaint with the Attorney General in Massachusetts! Something needs to happen!

I have already filed a complaint against service received at Aspen Dental In Lebanon, PA. I had surgery done 10/23/17. I had written to the office on two occasions asking for a run down of dates services were supplied. The list provided was not accurate and detailed. I talked to someone at the office on November 5th at 11:11 am and told her I needed to make an appointment for a follow up. She asked what the follow up was for. I told her that at my last walk in to have my dentures once again adjusted (approximately 8 months ago) as my lower dentures would not stay in, literally popped right out of my mouth when talking. I was told to use adhesive. I did so, they stayed put until I took my first bite of food which was mashed potatoes. I called back and was told that I would just have to keep trying.The problem was never corrected and therefore the bottom permanent dentures were never completed. I told her at this point in time due to lack of communication and follow up by Aspen I do not want my bottom dentures and want my bill adjusted to reflect that they were not purchased/received. WHO DO I TALK TO IN ORDER TO SEE THAT THIS IS DONE.

Worst experience ever definitely would not recommend. On top of my cost of service being displayed for the entire waiting room to hear, i was refused service because i did not and could not proceed with the costly plan they so happen to say i needed. Which may have been true, but how can you refuse the service the patient/customer wants to cover youd bottom line. I never in my life heard of such a thing. If my insurance covers two free cleanings per year why are you forcing me to get a deep cleaning at this moment i cant afford it. If i had 200 to spend on a cleaning i wouldnt need insurance.

My name is Robert Whitney. On October 30 2018 I had all my upper teeth and 4 lower teeth removed by Dr Xue at your Poughkeepsie NY office and a upper plate and a partial plate inserted. I was informed prior to the procedure that I would be anesthetized and required a driver to take me home. I was given acetaminophen orally and an iv was inserted. However I was totally awake and alert during the procedure and in great pain. At one point I cried out in pain and was told by Xue to "be quiet!" He was rude, impatient and obnoxious the entire visit. I will never utilize his services again. I have to return to this office to complete the denture process with another dentist but wanted to advise you this man is not an asset to your company.

Advertised new patients will not be charged for x-rays. I told them my insurance company would not pay for exrays. My insurance company was billed for the x-rays. Insurance refused payment and now they are billing me for the xrays that were advertised as being free to first time new patients. It has been 4 months since date of service and I am still being billed for the x-rays even though twice I have been told that it has been written off. The insurance company has requested a corrected claim for the charges. As of 11/06/18 that has not happened.

Wilkes Barre pa. Need denture
Have years without teeth. So a laxy i new got sure grip dentures i called even though my friend spent 6000 on them. So i had the money and was notified the receptionist said i dont think we fo that. Then my d needed for school and gave her half the money. She said they should let you pay for in office payments since you have collateral. Your car alone goes for 5500 2010 focuse. Thats how i got loans when younger. I bought car and finance company took picture of car. Please dont make me call dave bowman news watch 16. He helped me with me buying my cat at pet wonder land. Selling sick animals. They also think i owe money. Iook at there records and yoll see i have givien them money.

It started as I went into aspen dental in Brockton mass to get new partials made. Dentist informed me we need to pull the remaining uppers and get a full plate. They took impressions 4 times every time I went back for a try in they were not fitting right and needed new impressions to be taken this went on for 2 months. Mind you I have already paid and been charged . Finally receive the new upper and lower, I have complained since day one they were not meeting up correctly the bite is off. I have been back at that point at least 7 times. The dentist was the worst I have ever dealt with she basically told me there was nothing else she could do I would have to deal with them. There's more to the story than that that's just a summary of the horrible service I had to deal with. Since then I booked another appointment with a local dentist just to find out that my complaint was legit my bit was completely off teeth did not match up with my existing teeth now were did we go from there. Still weeding my old dentures because the new ones never fit correctly, I just had to have a new set made thru a different dentist and guess what there perfect. I feel I was taking advantage of the dentist was the rudest I have ever dealt with she did not listen to my. Complaints about them not fitting right this is an awful lot of money to spend to just be dismissed. So after I have mulled it over I'm not giving up I was treated horribly and did not get what I paid for I got unusable dentures, I will be filling a complaint with the Massachusettes board of dentistry . I have the dentures which were never worn you can have them back, and I will proceed with additional judgment in court if I am dismissed. I fully hope to here from your CEO Bob Fontana about a resolution to this matter .

Went to aspen dental on 9/19/2018 for a chipped tooth & filling falling out. They did trays & hygentist checked and said deep cleaning and antibiotics. Dentist came in didn't talk to me say at counter behind me said way to expensive to repair and said dentures and walked out. They escorted me to front area and the girl had every thing printed out told me good news is you won't need cleaning & antibiotics bad news price is $12300.00, But good news is your insurance is giving you $6000. Plus and your balance is $54337.00. I got my husband back that and she told him and said we had to let them know by the time they closed, I didn't understand that how could the price change overnight. So he said ok and we had to pay $1700.00 Now and the balance when I came in had teeth removed on the 21st. The doctor punctured my sinus cavity as she was dancing around and
Singing. She never told me about the puncture, can't wear the temporary dentures due to a mouth full of bone spurs and they don't fit right. They hang over the lowers on one side. I can only eat liquids and it is now 10/29/2018 and I've lost 19 pounds. Liquids run out of my nose when I drink and green mucus comes from the sinus cavity. Today I went in and they just tell me the bone spurs will come out by t hem selves and I don't have any other appointments until I get permaent ones in 4.5 months. I do have p pictures also, going tomorrow to ENT doctor because of sinus cavity. They pressured us so hard. This is just not right. And the price is just crazy

I called and scheduled an appointment for today October 29. I show up for my appt 30 mins early only to find out that because I was unable to answer the telephone when they called to confirm my appt, it was canceled. I took today off from work for nothing. I am currently sitting in the lobby waiting and hoping someone cancels. This is rediculous if this is the rules they should make this clear when you call to schedule the appt.

I, Joyce Pelton did not get my dentures from newark ohio office They did my upper denture and it is still at their office my lower denture was never finished and I refuse to go back I was treated very rudly by the office manager (saying he would just throw my upper denture out this was said out in the front lobby for all employees and patients to hear he said he did not have time to talk to me and would call me at home. I never received a call I also wanted to speak with the district manager which is now a different person they change to fast to keep up with anyway I emailed the new one with no response athis was to kevin mccaffrey on 10/2/2018 the office managers name was chris trainer which he never calls back and I have left message after message. anyway I had 7 lower teeth pulled and about 3 or 4 visits I think one nothing was done because the dentist was not in and that is the one I got mad about and walked out. The first reginal manager I talked to about this was lysly mowery needless to say she left and nothing ever got done email the 2nd one named above and still nothing. I spoke with a nice woman at corporate and I did not get her name and well still nothing. ALL I want is to have my bill adjusted to not include the dentures in which I DO NOT HAVE. I really dont want to have to contact a lawyer over this when I dont mind paying for the service I did recieve.PLEASE HAVE THE NEWARK OHIO OFFICE ADUST MY BILL AND LET FIRST DENTAL KNOW WHAT TO BILL ME.PLEASE SEE BELOW THE WRONG AMOUNT Logo
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THANK YOU JOYCE PELTON

I, Cathy Parker had several teeth pulled an a parital plate made on 3/5/18 at Aspen Dental in Venice Florida. 4246 S Tamiami Trail, Venice, FL [protected]. My United Health Insurance was billed. I was told to pay $350 dollars and that was all I would owe by Allen the office manager. I asked several times about this and was assured this is true. 3 months later my husband started receiving calls from collection agency on an outstanding bill, we never received a bill from aspen. They rejected over 1, 000 worth of work. I checked with United health and was told some of the teeth extractions were rejected for various reasons and a double claim was made on an item. I called the office and Allen was to file an appeal having the doctor write a letter. Month went by nothing at my insurance, I called the office again took several times to get ahold of allen. I called the complaint line for aspen twice they took my complaint but no calls back from them. On Sept 10 I talked with Allen and he told me to go to the Aspen dental office if Fairlawn Ohio (as I have now moved) on 9/13 at 10 am for he had made an appointment for me to get my temporary partial lined and would arrange with them something for my permanent one. I went, they had no idea who I was and I did not have an appointment. But they saw me anyway, and was calling Allen. they told me they could not do anything with my partial that I needed a new one. And they would not do it, even with me paying until I took care of the balance owed from Florida. Allen assured me he was sending letter. I called today 10.26 to United Health they have not received anything. I called the Venice office and was told he was with client and could not speak to me. I explained to the receptionist that he needed to call me back as I need teeth! I cannot get anywhere with this...I am having difficulty chewing food with out any back or side teeth on my upper gums. I want the bill cleared and I want them to produce a permanent partial like promised.

I (claudia w.) was in your aspen dental office in orland park illinois about a month ago and got an exam and after they told me what I needed to get done to my mouth, they said they called my medlife insurance and then told me that I had no benefits. I knew this was incorrect because hardly used any of my dental benefits for this year. So I called and my insurance told me that I had plenty of coverage to use and that aspen dental was totally wrong. After that incident they gave me another quote and said that for the scaling of my teeth in all 4 areas that my out of pocket would be around $200.00. I went into my appointment yesterday (10/24/18) to get the work performed and pay the $200.00, but instead they told me that who ever put in the charges into your system that they did it incorrectly, and now I would have to pay over $600.00 for the scaling of my teeth. I asked for a print out of the paper work and told them how very unprofessional they are and that I will not give them my business because all of this wrong information has caused a lot of doubt about their services and their professionalism. This office in orland park is very unprofessional and should not be conducting business. I feel that someone should be held accountable for all of this wrong information and I would not be surprised if someone sues your company for false information and taking peoples money under false pretenses. I would like to somehow be compensated and refunded for the money I spent through my insurance for the initial exam, considering all of the frustration I have gone through regarding this matter. Please respond to my email @ [protected]@comcast.net.

I've been billed the last 2 times that I have visited the Aspen dental in Hiram and both were supposed to be covered by insurance. The first bill was covered by insurance because Aspen dental did not send the invoice in time and when it got denied, rather than communicating with my insurance company, they sent me the bill. I am working on handling the second bill now, I am not satisfied with customer service thus far. On a positive note, the employees do a great job with cleaning my teeth, X-rays, etc...

I went in on 10/23 based on information from your website that you can repair dentures. That was all I wanted. I was told I needed panoramic and regular exrays, treatment for periodontal disease, a cleaning a deeper cleaning, and a root canal on a tooth that isn't even bothering me. Then on top off all of that which my insurance does not cover you can't repair my denture only make me a new one AND all because "it's the law". There is no law that all of those things are needed. Now my gums are getting abcessed by my partial rubbing them in one spot. I hold Aspen Dental responsible due to false advertising, bait and switch tactics and full on negligence

Have complained since day one. I went in with a coupon for dentures for $ 1500.00 and needing 6 teeth pulled according to them. I was thinking $1000.00 for ectractions yay, not bad. Hell it's over $5200.00.
They scare me to death with a biopsy they totally screw up.
I am still paying for them and the FRONT tooth I told them was loose finally fell out. Since the Somerset Ky., does not care or respond I am taking this and the get an attorney route.
I asked for the bottom a certain way but didn't get it although promised. Ill fitting now super glued as well.
My whole time in the office I did complain and never did anyone try to resolve my concerns or issues.
There is no "customer satisfaction gaurantee" as far as I can see. It reflects on the whole Aspen Dental name not just the Somerset KY., office.
I am sick of shoddy treatment at ennormous cost.