Aspen Dental

COMPLAINT FOR CLASS ACTION LAWSUIT - Janie S Neese Boxxe

I first went to Aspen Dental in Hinesville Georgia on March 28, 2023. The first visit evaluation and x-ray were free. I went to them to see about a new upper dental plate and a partial lower.

After being seen by the dentist, she said they would have to evaluate my lower 11 teeth and gums for necessary cleaning. I needed one broken tooth extracted. Then said I would need Invisalign to straighten my 10 bottom teeth since I had a small gap on one side. They would then do the bottom partial.

Now the Billing Manager comes in. She shows me on the patient's computer screen that the total plan will be over $ 8,000.00. I ask could she please give me a detail as to how much each of these would cost. She said after my asking several times for a breakdown that she could not print out a detail until I had agreed to the plan. I said I cannot afford all of this right now so please tell me what each thing cost. She said I'd have to talk to the Dentist again. After speaking with the Dentist (had to drag it out of her) I decided to not get the Invisalign (what does a 71 yr old lady care about a small gap in my bottom teeth) and hold off on the lower plate until next year.

The bottom line was Diagnostic was $ 116.00 (even though this was free it was showing totals in the plan) deep cleaning was $1,575.00 plus 3mo follow-up $251. Upper dental plate $1589.00, tooth extraction $343.00. Total $ 3,874.00

After the "estimated" Insurance discount of $1197.00 and the "estimated" amount my insurance would pay was $ 638.00 (they did not call them to find out what it would pay) I had to pay them upfront $ 2,039.00 which I put on my Care Credit card.

I did not think I needed the cleaning on 10 teeth but I did go to the appointment and get it done and they extracted the broken tooth. Took all of about 15 minutes. Next visit I got fitted for the dental plate and picked it up a few days later 04/03. Within a few weeks, my upper plate had broken in half when I took a bite of a ham sandwich. (not bone in it) Went back and the 3D printed me a new plate. On 04/26 I called them because I had checked my insurance to see if everything had been turned in and paid.

On 04/26 I called them because I had checked my insurance to see if everything had been turned in and paid. There I found that what the insurance paid was $362.00 more than the "estimate" and the insurance discount was $309.00 more than the estimate. Also, when the plan was totaled the math was wrong on the plan and the discount was $ 118.00 lower than the correct math total. They also filed a claim with my insurance for the free exam and x-rays and my insurance paid it. (So much for free). They said they would have billing look into it and send a refund to my Care Credit card.

After another few weeks, the dental plate started being uncomfortable. Hard to bite and hurt when eating. Took it back and they found it had broken in two places this time. They made me a new 3D plate. Each time I went back I met with the Billing Manager and was told they were looking at my account and would issue a refund. I even met with the District Manager twice. They kept putting me off and said it had to be done through the corp. office. On July 17th I took my upper plate back again because the material of the plate portion was separating from the teeth of the plate. They refused to replace the plate and said they would refund my money and refund the insurance company.

From that point forward it was always a software problem and a new program not working, etc. On 08/04 I called my insurance and they called Aspen Dental insurance department (3-way call with me) they said my account showed that I had a credit balance due to me of $ 1,695.50 and a credit balance due to the insurance company for $ 382.00 but it had not been sent yet. Their systems were not in full working order. Then I was where there was a security hack. I did get the number for the Aspen Dental Corporate Customer Service (finally). On 08/17 I made my complaint and still got the same answer "Our system is not in full working order so give us a little longer to process the refund". STILL WAITING, SO much for "Peace of Mind promise".

Janie S Neese Boxxe

Midway, GA