Aspen Dental
Reviews and Complaints

My name is Terrie Hendricks and I am 44 years old. I began experiencing a toothache on Wednesday Sept. 19th. As the day went on the pain worsened so the next day I began calling several local Dentist offices to try to get an appointment to get the tooth pulled on Friday. In contacting these Dentists’s I came to find out that most Dentist Offices are closed on Fridays. I called Aspen Dental and they were able to set up an appointment for 10:45AM on Friday Sept. 21st. I suffered terribly throughout the night and the morning of my appointment I was in excruciating pain. I left home and arrived at Aspen Dental at 10:00 AM, just 45 minutes earlier than my appointment time. I walked in and let the Receptionist (Annie) know that I was in extreme pain and I had come early to my appointment because I felt that it was an emergency and I needed help immediately. I asked her to let someone know that I was there. She said, “I don’t really even know if we will be able to help you today”. I immediately felt discouraged and I felt like they didn’t care that I was suffering so terribly. As I waited for them to call my name, I cried and watched the receptionist take several other phone calls from people like me. She seemed annoyed with them and even rolled her eyes and she was very short with the other customers. At approximately 10:50 they called me to go back. In the meantime the receptionist never did leave her desk to let anyone know that I was there and it was an emergency. I walked back and the x-ray technician began doing some x-rays. I realized that she was taking a lot of x-rays that I felt were in excess of what I needed. I asked her why she was taking so many x-rays and she said “In order for me to receive the x-rays for free that she would have to complete the entire series of x-rays”. I allowed her to proceed as I stood shaking in pain. I was shaking so bad that a few of the x-rays came out blurry. She had me hold some plastic device in my mouth so that she could x-rays of even my back teeth, top and bottom. The tooth that was bothering me was one of my top front teeth. She completed the series and took me back to the exam room. The Dentist then came in about 10 minutes later and looked at the x-rays. He told me that the tooth was infected and that they would need to start me on antibiotics and that they could not pull the tooth today. I began to cry, I felt devastated, but I understood that the infection had to be treated first. He talked about prescribing medication for pain. I let him know that I really don’t like to take narcotics like Vicodin or Percocet. I suggested that he prescribe Tylenol #3. However, I told the Dentist that I had a prescription at home for Percocet that I received back in December of 2011 for pain from a surgery that I had back then. I asked him if I could take them if the Tylenol #3 didn’t work. The Dentist said that would be fine. I informed him that I only had a few so if those worked could I call them on Saturday to pick up a prescription for the Percocet to get me through until Monday. He said that would be fine and to just call them. After that the Dentist gave me my scripts for Antibiotics and Tylenol #3 and they said that I needed to go into the Office Managers office to set up an appointment for the extraction. As I walked into her office, she looked at me and said “Are you sick?”. I was a little shocked that she had no idea why I was there. She proceeded to ask me when I wanted to come back for the extraction and I told her that the Dentist and I discussed getting it done on Monday Sept. 24th. She said that the Dentist that I saw today wouldn’t be there but she needed to check with the other Dentist to see if he would pull the tooth on Monday. She left and came back and told me that he said he would pull it but would not guarantee that he would be able to get me numb. Not knowing any other option I told her to go ahead and schedule the appointment for Monday. I just wanted to get out of there so I could go get the pain medicine filled at the Pharmacy. She said my appointment was at 11:00 Monday morning and asked if there was anything earlier than that and she said no. She then began a discussion trying to suggest that I purchase a partial denture. I told her that I would have to think about it. As much pain as I was in, I just wanted to go. She started typing on the computer and printed out an estimate for the partial, it was approximately $1, 448.00. I told her again that I would have to think about it. I asked her what my bill was for today and she said that the bill would be about $221.00 and I asked her why so much. She said that with x-rays and exam and the tooth extraction that is what the bill comes to. I asked her to breakdown today’s charges and the extraction that I hadn’t even had yet. She said today is $91.00 and the other $130.00 could be paid on Monday. I asked her why the x-rays weren’t free like the x-ray technician said and she told me that I was previously seen there in 2010 and that deal was only for new patients. It would have been nice for them to let the x-ray technician know that before I had to endure the unnecessary pain and cost of all of the extra x-rays. I paid her the $91.00 and I left. Later on that day, I realized the Tylenol #3 wasn’t helping at all. So as the Dentist instructed I took the Percocet. It helped immensely; I was able to get a little relief from the pain with the Percocet. The next morning, Saturday, Sept. 22nd I called Aspen Dental to let them know that the Tylenol #3 didn’t offer any pain relief and to see if I could I wanted to come up and get the prescription for the Percocet like the Dentist told me too. The receptionist (Annie) answered the phone. Before even putting me on hold to inquire with the Dentist about the prescription, she told me that the Dentist that I saw on Friday was not there on Saturday. So, I asked if she could speak with the Dentist on duty and ask him if he could review my chart for the notes I had hoped the other Dentist would have made regarding our discussion about the Tylenol #3 and the Percocet. She asked me to hold. When she returned to the phone a few seconds later she told me that the other Dentist would not write a prescription for me for Percocet because he wasn’t the one who treated me initially, she said he also said that pain medication would not work because of the infection. I reassured her that the Percocet would work and that is the only way I could get through the weekend without suffering the horrible pain. I asked her to please be an advocate for me and stress to the Dentist on duty what I said. She put me on hold again and a few seconds later got back on the phone saying that the Dentist on duty stated it is his policy that he cannot write prescriptions for Percocet. They said that I would need to go to the Emergency Room if I wanted any medication. Having no health insurance made that not an option. My husband called back to Aspen Dental explaining to them again how important it was to get me something for pain, they still wouldn’t even consider helping me. My husband became angry because they wouldn’t even try and the receptionist hung up on my husband. I just needed some help, someone to care, so I felt I could depend on a place like Aspen Dental. It appears I was sadly mistaken and made to suffer unnecessarily because they did not want to provide the service that they advertise.

This is the second time I have had work done on my teeth and ended up with worse problems. The first time I went the dentist put a crown on and I ended up with an infection in my gum around the crown. Foolishly I went back a week ago for some fillings. Two days later one fell out and the other has caused such a severe infection the pain is awful. I called them about the problem and was told I can't get in for over two weeks. I mainly wanted them to fix the one filling that came out. Shows how much they care about helping the patient. I went to another dentist because of the pain and was told my gum is extremely infected and I now need a root canal in the tooth that the Aspen Dental dentist filled. She also missed a little decay next to the smaller filling she did. They also are not very honest about the cost of the work you get done. I was given a written estimation and then was told a price $400 higher. Seems like they are more concerned about how many people they can get through their assembly line than the comfort of the patient who trusts them.

This place is horrible. The way they treat people is absolutely abominable and unacceptable. They do not know how to deal with customers and instead of providing a good customer experience they choose to be disrespectful, rude and antagonistic. They hire riff Raff off of the street to handle their front end office. An absolute joke! I say stay away and take your business elsewhere - there are lots of other places you can go to receive dental care. Why pay money and be treated very poorly?

Steer Clear of these crooks and see these places are a scam targeting kids (crowns on baby teeth)and the elderly (credit cards high interest rates for dentures)

http://www.pbs.org/wgbh/pages/frontline/health-science-technology/dollars-and-dentists/patients-pressure-and-profits-at-aspen-dental/

Patients, Pressure and Profits at Aspen Dental
June 26, 2012, 5:59 am ET by David Heath Center for Public Integrity, and Jill Rosenbaum, FRONTLINE
E-MAIL THIS 96
Surviving on a meager $1, 300 a month, 87-year-old Theresa Ferritto fretted about the cost when her dentist told her she needed two teeth pulled.

She figured an oral surgeon would be too expensive. So she decided to try out a dental chain that promoted steep discounts in its advertisements. She went to an Aspen Dental office just outside Cleveland.

Ferritto said Aspen Dental wouldn’t just pull the teeth but insisted on a complete exam. She was bewildered when they finally handed her a treatment plan four pages long. Total price: $7, 835.

Ferritto could not afford it, but Aspen Dental signed her up for a special credit card, with monthly payments of $186 for five years. She blames herself for signing the papers.

“I made a big mistake going there, ” she says. “I should have known better.”

After a day of cleanings and two fillings, Ferritto asked her son for help. He called Aspen Dental to complain but said he got nowhere. So they turned to the state attorney general.

Aspen Dental took all charges off her credit card for treatments she hadn’t yet received. But the company said the $2, 540 she was charged for two fillings and cleanings was appropriate.

Aspen Dental charged Ferritto $350 for an antibiotic put next to teeth the dentist was going to pull, a charge other dentists say makes no sense. There were four separate charges for an antibacterial rinse, similar to Listerine, for $129. There was even a $149 charge for an electric toothbrush that Ferritto didn’t even know she had, until she recently retrieved an Aspen Dental bag from her garage and found it inside.

Imagine how many groceries that would buy, she sighed.

When asked if Ferritto was taken advantage of, Aspen Dental chief executive Robert Fontana said, “I hope that the team was clear about what she needed and that that she completely understood what she was getting into. And hopefully, you know, she made the choices that she thought was right for her.”

Aspen Dental is a chain of nearly 350 offices in 22 states managed by a company owned by a private-equity firm. It is part of a fast-growing industry of corporate dental practices, many of which specialize in serving people who cannot afford to go to the dentist, a group many dentists ignore.

By marketing to people who haven’t seen a dentist in years, Aspen Dental often gives new patients treatment plans costing thousands of dollars. The Center for Public Integrity (CPI) and FRONTLINE spent months examining Aspen Dental and found that the same business model that makes Aspen Dental accessible to people short on cash can also lock people into debt and has led to complaints of patients being overcharged or given unnecessary treatments.

Former employees say Aspen Dental trained them in high-pressure sales. Corporate management scrutinizes the production of dentists and staff daily. And internal documents show that dentists get paid bonuses as key production targets are met.

“You’ve got people who are not dentists, that are in management… they are breathing down the doctor’s back, ” said Jenny Hayes, who worked as an office manager for Aspen Dental in the Chicago-area last year. “There are goals and if you are not hitting your goals, then you lose your job.”

Aspen Dental denies that its dentists have stronger financial incentives than other dentists or that its bonuses affect treatments. Fontana, founder and chief executive officer of Aspen Dental, based in East Syracuse, NY, said dentists won’t do unnecessary treatments because “it’s just not in their DNA.”

“I’m not even sure what corporate dentistry means, because we have no influence on the dentistry, ” Fontana said.

He said Aspen Dental frees dentists to focus solely on patients, because the company handles back-office duties such as marketing, accounting and billing. In fact, dentists own and control all of the practices, says Fontana. All but four states forbid anyone who’s not a dentist from owning a practice on the assumption that dentists are trained and motivated to put patients ahead of profits.

But Sen. Charles Grassley, a Republican from Iowa, questions whether dentists at corporate dental chains are free from corporate pressures to maximize profits. Grassley, the ranking member of the Senate Finance Committee, wouldn’t speak about Aspen Dental specifically, but he’s had committee investigators looking into the company and other private-equity-owned chains for months.

“Because when private equity firms get involved, ” Grassley explained, “you got to understand that their motivation is to make money. And they are not dentists. And dentists ought to make the determination … of what is good for the teeth… Not some private equity manager in Wall Street.”

Aspen Dental says it serves people who otherwise wouldn’t go to a dentist. Forty percent of Americans have a family member who put off going to the dentist because they couldn’t pay for it, according to a survey by the W.K. Kellogg Foundation. Fontana says Aspen Dental looks for ways to make it easier for those people to walk into their offices.

Their offices are easy to spot at shopping centers, often near fast-food restaurants. Posters advertise a free exam and X-rays. Many of their new patients walk in the door without an appointment. Aspen Dental accepts most insurance and if the patient is still short on cash, they will sign you up on your first day for “no-interest” credit cards through GE Capital or Chase.

Aspen Dental specializes in dentures, which they make in each office. The consultation room has a tray of dentures to choose from, ranging from the basic no-frills model to the “precision hand-crafted” ComfiLytes, coming in 27 shades. Internet ads offer dentures on sale for $249. Its commercial tells stories of a man in pain from poor-fitting dentures and a woman too embarrassed to smile.

Aspen Dental insists that all new patients get a comprehensive examination. So even if someone just wants a routine cleaning or needs a broken tooth fix, Aspen Dental presents a treatment plan for any problems that may crop up years later. Fontana says this approach is what’s best for patients, because neglected teeth and gums can lead to serious problems. Several former employees, however, describe the initial exam as a sales tactic to maximize revenue on each new patient.

“People would come into the office maybe with a toothache and come out with a treatment plan that maybe the dentist said we need to extract all your teeth, ” said Jenny Hayes, the former office manager in Illinois. “They were made to stop in the manager’s office and sit down for an intense consultative selling process that they really didn’t bargain for when they walked in the door. I had people literally breaking down and crying in my office. And it happened quite regularly.”

The average treatment plan presented to new patients runs $4, 450 at Aspen Dental’s top producing offices, according to an internal company document obtained by CPI and FRONTLINE. The company says the extensive treatment is a reflection of the patients they draw.

“A typical patient is probably 45 to 65 and struggling just to make ends meet, ” said Fontana, Aspen’s CEO. “They’re taking this week’s paycheck to pay last month’s mortgage, making their car payment, trying to put their kids through school and unfortunately, dentistry can become discretionary.”

Donna Kelce of Des Moines, Iowa, fits the profile. At age 55, she hadn’t been to a dentist in 15 years. She didn’t have dental insurance and didn’t think she could afford it. Besides, her teeth never bothered her until a gap starting forming between two front teeth. Embarrassed, she finally went to an Aspen Dental office after seeing one of its commercials.

Kelce was X-rayed and sent to a consultation room, where a dental assistant handed her a treatment plan. Kelce’s gaze stopped on a particular word.

“I could feel the kind of blood run from my face, thinking, “Oh my God. Dentures, ” Kelce said.

Kelce recalls the dentist saying she had no real option but to get dentures because she had lost too much bone for implants. She wasn’t sure how she could afford Aspen Dental’s $3, 700 bill. But then the office manager signed her up for a “no-interest” credit card through Chase. Relieved, Kelce thought she was getting a bargain.

She came back in late November 2009 to have 13 teeth pulled. But she said the dentist pulled and pulled and couldn’t get all the teeth out, breaking one at the root. Kelce wondered if so much bone was gone, why the teeth weren’t coming out easily. After three hours, the dentist still had six teeth to pull but said she could do no more because she had already given Kelce the maximum dose of Novocain.

Aspen Dental sent Kelce to one of its former dentists who could see her that evening. Dr. Jessica Lawson looked at Kelce’s teeth and concluded that they didn’t all need to be pulled. But she finished the work so Kelce could wear her dentures. She suggested that Kelce report the incident to the Iowa Dental Board. Lawson herself wrote a letter to the board.

“Having worked at Aspen Dental myself for a short period of time, I am well aware of the type of care that can potentiate, especially if the doctor isn’t firm with the office manager and regional managers in providing the standard of care that he/she is use to, instead of producing the numbers that Aspen requests and expects, ” Lawson wrote.

The dentist at Aspen Dental, did not return phone calls for comment. But she gave a different account of Kelce’s treatment in her notes. She said she suggested alternatives but that Kelce “insisted on dentures and full upper extractions even though (six upper teeth) can be saved.” She added that four of those teeth might not last forever.

Kelce, who is now suing for malpractice, said the dentist never told her any of her teeth could be saved.

“Who in their right mind would let them pull my teeth if they didn’t need to?” she asked.

Dr. Gerald Marlin, a Washington DC prosthodontist who specializes in replacing teeth, looked at Kelce’s X-rays at the request of CPI and FRONTLINE. He drew a red line along the bone and said Kelce had plenty of bone to save seven of her upper teeth.

Marlin came up with seven treatment options for Kelce, in most cases replacing her teeth with a bridge or partial denture. He said dentures should only be a last resort. They don’t adhere well and affect a person’s ability to speak and eat. Partial dentures are not only cheaper but they fit securely, anchored by the remaining teeth.

The dental board dropped the case and won’t discuss it, citing confidentiality laws. Coincidentally, that same month the dental board issued a press release, saying, “The Board has seen an increase in complaints in connection with corporate dental practices. The types of complaints include both continuity of care issues and issues related to the business aspects of the practice.”

Corporate dental chains are barely regulated in most states, especially if they don’t accept Medicaid patients. State dental boards typically don’t have any power over corporations.

Lili Reitz, executive director of the Ohio State Dental Board, said last year a quarter of her complaints – or 140 – were against dentists at corporate chains. Yet she has little authority to take action against the companies. Instead, her power comes from having control over the license of individual dentists.

It’s common for Reitz to get complaints that private dentists are trying to do unnecessary care, such as putting fillings on cavities that other dentists don’t see. Still, Reitz says the pressures on dentists at corporate dental practices seem more intense.

“I think quotas and how many patients need to be seen a day definitely have an adverse effect on the quality of care, ” Reitz said. “What’s frustrating for us is to go dentist by dentist by dentist. By the time we get there, they’re not there anymore” because corporate chains have high turnover rates.

Reitz says dentists tend to stop doing needless treatments after leaving a corporate dental chain, so she considers the problem solved and takes no formal action.

State attorneys general can take action under consumer laws if a dental chain deceives patients. The Pennsylvania Attorney General sued Aspen Dental in 2010, alleging that Aspen Dental advertises “free” exams but still charges patients with insurance. The state also alleged that Aspen Dental failed to reveal that the “no-interest” credit cards it pushes have steep penalties – 29.9 percent interest on the entire amount of the original loan — if a patient misses payments. Aspen Dental settled, paying $175, 000 in restitution without admitting wrongdoing.

Dental malpractice cases are relatively rare, attorneys say, because they are expensive to pursue and usually don’t offer big payouts.

Consumer sites on the Internet are full of complaints about Aspen Dental. Fontana acknowledges that the company counted 1, 000 complaints posted from 2006 to 2010. But he said Aspen Dental treats 12, 000 patients a day, so the number of complaints is relatively small. Aspen Dental has an employee who now responds to the complaints.

Two former dentists at Aspen Dental said Donna Kelce’s story is not surprising. Neither would allow their names to be used because they’d signed confidentiality agreements and feared being sued. But one admitted that he himself pulled teeth that he didn’t think needed to be pulled. It would happen when another Aspen dentist had written the treatment plan and said the patient had insisted on dentures.

He recently left Aspen Dental, saying, “I couldn’t do it anymore…They spend most of their time trying to talk people out of their teeth.”

Fontana dismissed complaints by former employees, saying all companies have disgruntled workers.

Aspen Dental is a pioneer among corporate dental chains. Fontana considered becoming a dentist when he graduated business school in 1991, but decided instead to apply his business knowledge from working in a group dental practice, imagining ways of tapping into the market of people who never go to a dentist.

In 1998, he founded Aspen Dental Management. After five years, the company had opened 50 offices and drawn the interest of private-equity firms. Capital Resources Partners of Boston invested $18.7 million in Aspen Dental in 2004. The Los Angeles firm Leonard Green & Associates bought the company in 2010 for just under $550 million.

Fontana says private-equity firms want out of a business after about five years, and the key to a big payoff is growth. Aspen Dental opens a new office nearly every week, creating a drag on profits, according to a recent report by Moody’s. Last year, the company made more than $500 million in revenue but had a pretax profit of only $12 million.

The company meticulously tracks revenue targets for each office. Yet Fontana said those targets don’t apply to dentists.

“I think it’s important to keep in mind again, that the dentists don’t have these goals, ” he said. “They just don’t have them. They don’t exist.”

But even an Aspen Dental video on the company’s Web site recruits dentists by saying, “Compensation for associate dentists includes an annual salary plus bonus opportunity that increases as key targets are met.”

The video even gives a glimpse of the revenue targets for an office in Springfield, Mass. A multicolored spreadsheet titled “My Practice Metrics” shows that “dentistry” billings for November 2009 were 243 percent above “budget.” The image shows there are also revenue targets for cleanings and dentures.

The scrutiny dentists are under at Aspen Dental is clear in a report that Fontana called the “game tape.” It’s a monthly performance measure sent to office managers. CPI and FRONTLINE obtained one of these confidential reports for an office in Owensboro, Ky. It shows that in February, the office had billed $270, 000 so far this year, $35, 000 above its target.

The document shows that Aspen Dental also scrutinizes the billings of its dentists. The lead dentist in Owensboro was billing an average of $5, 206 a day, earning him praise from the regional director, who wrote “Showing great trends for this month.” But the tape also compared the dentist to top producing dentists, and in that regard, he fell nearly $1, 000 short each day.

Heather Haynes, who managed an Aspen Dental office in Joliet, Ill., said that office managers who didn’t hit their targets consistently were likely to be fired. She said that’s in fact what happened to her. Haynes said dentists and hygienists, the office’s revenue makers, faced the same pressures.

Aspen Dental invited CPI and FRONTLINE to a new office in Warsaw, Ind., to show how badly needed its services are. Warsaw, a town of about 13, 500, has only six private dentists. Aspen Dental opened an office there after a dentist noticed how many people from Warsaw were driving an hour to Fort Wayne for dental appointments.

Ted Collins, a 47-year-old truck driver, walked into the office that day with an excruciating toothache.“I have to use ice packs at times to keep it frozen so I can get some sleep, ” Collins said.

He hadn’t been to a dentist in 10 years and came in because of the free X-rays. Two of his teeth were abscessed, an infection can spread and in rare cases even become fatal. The office gave him a comprehensive exam and found he needed dentures.

Dr. Kurt Losier, the owner of the practice, wiggled several of Collins teeth and showed on the X-ray that his bone had receded dramatically. Losier suggested Collins get the dentures with the longest warranty, which are also the most expensive dentures. Collins couldn’t afford the treatment plan, which came to $7, 000. So the office manager tried to sign him up for a credit card. He was rejected.

Patients at Aspen Dental are turned away every day because they cannot afford the treatment, Losier said. To avoid that, the office will trim the treatment plan down. But even that often doesn’t work.

Losier vowed no matter what, he would take care of Collins’ abscessed teeth. Ultimately Collins said a friend gave him the money for the dentures.

Haynes, the former office manager, said she lost sleep at night worried about whether the sales tactics Aspen Dental taught her were ethical. She said she trusted the dentists she worked with. But she was so skeptical of the expensive deep-cleanings sold to so many patients that she herself refused to get one after she was examined in her own office.

Lance [censored], who managed an office in in Tennessee, said he felt like he was being forced to take advantage of people by selling them treatments he suspected they didn’t really need. He finally quit one day when he says he had to sell a $12, 000 treatment plan to an elderly couple who seemed confused.

[censored] said the man looked him in the eye and asked if he had to decide right then. [censored] said no. Go home and think about it. This broke the rules taught in training for closing the deal, which he says, include getting the patient to commit before they walk out.

In December 2008, Sarah Keckler went to an Aspen Dental in Mechanicsburg, Penn., just to get her teeth cleaned. After a long wait, the dentist said the 20-year-old had three cavities and also needed to have her wisdom teeth pulled. She also said Keckler might have oral cancer.

Keckler, who now lives near Washington D.C., recalls the woman talking so loudly that it seemed the whole office could hear. “She was giving this massive disaster scenario. I didn’t believe a thing that she said.”

Keckler went to her dentist regularly, the last time just six months earlier. But a change in her insurance forced her to switch dentists. As she was wondering how she was going to get out of this, the office manager handed her an estimated bill for a little more than $600. Keckler said the manager encouraged her to sign and even to enroll for a special credit card to pay for it all up front.

Angered by what she considered a hard sell, Keckler got up and left and went back to her family dentist. He found no cavities, no need to pull her wisdom teeth and no oral cancer.

Aspen Dental reviewed Keckler’s files and says she was appropriately diagnosed and that other dentists would agree. However, in an interview, Aspen Dental’s Arwinder Judge, the vice president of clinical support, acknowledged that the surface cavities don’t show up in Keckler’s X-rays. The company is relying on the dentist’s notes to support its diagnosis.

Last February, Dr. David Schneider, a dentist in Chevy Chase, Md., examined Keckler and her X-rays at the request of CPI and FRONTLINE. He said there were no cavities, no need to pull her wisdom teeth and no signs of oral cancer. :( :( :(

Aspen Dental is THE worst dental provider I’ve ever had the dishonor of visiting. Their fast food philosophy of passing you from one rude technician to another is offensive and their “high pressure” sales technique is belittling. The dentist was arrogant, didn’t listen to what i had to say and very unprofessional. After making me wait for an hour listening to the receptionists discuss American Idol they finally called me into be seen. No one knew my name and the technicians rushed me through as if i were bothering them.

After a brief peek in my mouth that was interrupted twice by other nurses, i waited, for another 10 mins in a dentist chair. Next came the most insulting part of all. I was ushered into the “consultation” room where a high pressure saleswoman proceeded to “determine how much I owe” by adding optional dental care without advising me it was optional. She tried to sell me everything from fluoride treatments to mouthpiece to toothbrushes. It was much worse than a used car salesman being pushy and handing you a pen to sign on dotted line 10 seconds after looking at a car. After I soundly informed her i didn’t want anything other than my teeth fixed she turned surly and became short with me.

I have NEVER had an experience with ANY customer service oriented company in my life as revolting as my visit to Aspen Dental. Aspen Dental signifies the decline of capitalism. Customer care is second nature, run as many cattle through slaughter house as possible as quickly as possible. ALL technicians including the dentist were 35 or younger. Aspen Dental is the A typical wolf in sheeps clothing. I wouldn’t recommend anyone using their services unless you enjoy being abused and like to feel as if you’re a credit card number instead of a person.

I was told by two different office managers (One was a trainee.) what dentures I was paying for. When I lost my bottom plate because I couldn't leave it in to eat, I found out I did not receive the denture I had been told I was paying for. They also tried to charge me for a frenectomy that they did not do. Fortunately I recognized this procedure on the itemized statement and questioned it.
They hemmed and hawed and postponed removing the charge until after they had submitted it to the insurance company. (The insurance co. didn't pay for it anyway.) By way of explanation they told me that all bills are populated by the computer to include all possible charges. It is then the responsibility of each Doctor to remove those charges that did not apply to me. I was fortunate enough to catch this costly fraud, but I am concerned that that lengthy itemized bill may have contained more computer populated charges that I didn't recognize as fraudulent. I finally called the customer relations people and told her that I was concerned that I had been lied to by two different people both on a managerial level. She instructed one of them to apologize to me. ( I had seen this person on two occasions already but she had been "much too busy" to apologize then.

I started with Aspen Dental for dental care for my 2 children, my husband and myself, over two years ago, because I had a discount card for dental care. I just have signed up for dental insurance from my work place and informed Aspen of my new insurance. My family has always gone to the dentist for dental care twice a year, but Apen always wanted to do more x rays than needed. After the new insurance started for our next appointment in April of 2012, I WAS INFORMED THAT THEY HAD JUST TAKEN X RAYS OF MY CHILDREN'S TEETH WITHOUT MY PERMISSION, while I was in the chair having my teeth cleaned. This was one of the information that made me not too happy about Aspen that day, but informing me one child had 8 cavities and the other child's baby tooth needed to be pulled and 3 fillings. The question first was x rays were taken by Apen less than a year before with no problems with their teeth. I guess insurance make more cavities or more money with fake cavities. PLEASE DO NOT GO TO ASPEN FOR DENTAL CARE WITHOUT WATCHING FRONTLINE'S-DOLLARS AND DENTISTS

A while back I went to Aspen dental to have 3 or 4 teeth pulled, and have partial plates made. I was told at the outside it would take 6 months. The teeth were pulled and thats where all the problems started. I told the dentist I could"nt take tylenol, he gave me oxycodone with 500mgs of tylenol, so no pain meds. The customer service is the worst, I was told several times I would be called back in a couple days, once was 10 days, once was 2 or 3 weeks, once was almost 4 months to the day. Of course these all came with excuses about computer problems and other stories. long story short after a year I come in for a fitting, guess what the plates dont fit because they did"nt finish the surgery a year ago. They told me they would make it right, but at this point they had proven this job was out of there league. I have never been offered a refund or adjustment so I paid 1, 600 or 1, 800 hundred dollars to have 3 or 4 teeth pulled, Beware Aspen dental. Dan Wenzel

so i called aspen dental (which i am a patient at) told them i broke a tooth and wanted it extracted... They said ok and scheduled me... So i show up for my appt. they take an x-ray of the tooth.. Next thing the dentist comes in and says yup it needs to be pulled but we cannot do it today, you have to make another appt.. SERIOUSLY ANOTHER APPT. I think it is just there way of getting more money out of us... this is total BS

I needed a tooth extraction– went to Aspen dental and got an appointment for the following week after X-rays showed that a molar needed to be pulled. On the day of the extraction, which should have been my first clue, she asked which tooth needed pulling— then after a ‘cold’ test she concurred it was the one I was pointing towards. As she began her work, jacking my jaw all over the place, it was evident through her conversation with the first-time assistant that she was having aa great deal of difficulty.

She then stopped, told me we were going to ‘take a little break’ and said she needed to get a more experienced assistant. I remember hearing her tell the girl that this was a 3 root molar. When she continued, there was considerable discomfort with her movement within my mouth. But finally she was done, gave me script for Tylenol with codeine and sent me on my way. She did call me twice and I told her how much pain I was still in.

Finally, on Friday, I went back and she put something with cloves in my mouth, wouldn’t tell exactly what it was. It lasted maybe an hour. Long story short, the following week I went to an oral surgeon who then extracted, without pain, the remaining 2 roots she left in my mouth. Yes, we have called Aspen Dental, but at this point are only getting defensive remarks, with no consulation.

We told aspen dental that we were on a time constraint because we were going out of the country in 2 months. They said no problem. However, after 2 visits to do a ‘workup’. After a very long conference to set up ‘credit’, He (the expediter) freely told us that most people don’t pay on time so they basically get a kickback on the interest charge. Husband was scheduled for impressions but when he got there they told him they didn’t have time to finish the work: that he should contact a dentist in NY before we left the USA! They said he should still use the ‘credit card’ they had set up, for the dental work where he had the work done.

Seems like a ‘credit card’ scam to me. We wasted all that time that should have been used to do the dental work. I can’t believe I got screwed over by Aspen dental, even after reading all the bad reviews about them online!

I used Aspen Dental in 2008 and have since found a new dentist in my local area. When I called them to get my x rays and records sent to my new dentist, I was told that I couldn't send a letter requesting the records, it had to come from the new dentist. So I drove to the office and filled out the form and wrote that I would drive down and pick them up because of the short time before my appointment. I drove and hour one way to pick up my x rays. I went to my appointment the next day, only to be told that the x rays were not mine. My dentist called and they promised they would send the x rays right out. Since all of this has happened I can't have the work done on my teeth because the x rays have not been sent and my insurance company will not authorize the treatment. I've since found another new dentist and I called Aspen Dental again to see if my records had been sent. They haven't sent them because there is no release from the dentist. Now in order to get my x rays for my new dentist I have to drive another hour to pick up my records. I feel that they give horrible service, they treat their customers unfaily and charge outrageous amounts for the work, or lack there of, that they do.

I went to the Topsham, Maine office for service. We agreed on and started a program. The plan was to pull all of my teeth except for five on the bottom and make a full upper and partial lower. When we started the program, the dentist told me how happy I was going to be and that these teeth were going to fit so well that I wouldn't even need to think about using adhesives. After the initial temporary dentures, I wasn't going to need adhesive at all. Shortly after I got the permanent ones I was told that I might have to use "a little bit of adhesive" occasionally. I was told shortly after that that "well, sometimes some people have to use a bit of adhesive on a daily basis. What I finally ended up with was a set of dentures that fit so badly that they are uncomfortable to wear even for a short time. If I don't use a full dose of adhesive, they tend to fall out (usually when I'm talking to someone so that the embarrassment is complete). I got tired of going back to try to get them fixed and as soon as I can afford it, I'm going to have to go to a real dentist. Oh Yeah! Besides all this, they handled the insurance so badly that I wound up paying $2000 more out of pocket than they told me I was Going to. I doubt that this will make it anywhere where the public can read it but if it does, please beware! I'll probably find some other review sites to post to also.

I went to Aspen for a chipped tooth. They were first on the list of providers in the area, so I figured “Why not?” Little did I know that I was about to have the worst dental experience of my life. Everything started out o.k. I was scheduled for a free exam being a first time customer. I went in and got my x rays done. Next step was to see the dentist for a treatment plan. I went in for a chipped tooth mind you. The doctor recommends that because my tooth has chipped multiple times that I would need a crown put on my very front tooth(a $1000 procedure as opposed to $200 for filling a chip). I figured the doctor was just doing what was in my best interest, so I naturally agreed. I went back to the office manager who immediately went into payment and scheduling.

So I am here thinking, “great, this is going to get taken care of quickly”. Miraculously, an appointment opened up IMMEDIATELY so that this dentist could get the process started. The doctor ground my entire tooth down to a nub so that I now no longer have a front tooth; only a replacement. I am a fighter and take shots to the mouth from fists for a living. So now every time this crown gets chipped I will be $600 in the hole to replace it. Little did I know that I would be outfitted with a horrendous looking temporary crown for nearly a month. The temporary crown was just a mold of my old chipped tooth. This is part 1.

Part 2. I was scheduled for a cleaning a few days later. I was 10 minutes late due to an accident detour. I showed up and apologized. The receptionist told me that there is no way that they could take be because the employees were going to lunch. In what world can an employee not push lunch back 10 minutes? Lunch was at 12. I was there at 11:40. The receptionist told me that they need half an hour to do the cleaning. Now I am wondering what kind of teeth cleaning only takes 30 minutes.

Part 3. The temporary crown-chipped tooth crown (which looks awful to begin with because it is a totally different color from my teeth) revealing the metal inside the tooth. Mildly painful and looks even worse than before. I should have just stayed with the chipped tooth at this point. I called to attempt to get it fixed asap being around the holidays. They tell me it will be at least a week. I JUST SAID I WAS IN PAIN! A FREAKIN WEEK!?

Part 4. Rescheduled cleaning- 2 hours out of work. Chipped temporary tooth fix- 2 more hours off work. Permanent crown installation- 3 more hours off work.