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Aspen Dental

922 Cypress Pkwy, Poinciana, Florida, United States, 34759-3456

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I was misinformed of the services I needed and was then lead to believe that those same services would not be rendered. Still paid.
I have visited Aspen Dental since last year. This year, I requested an appointment for a regular cleaning. The penson in charge of reviewing customer's billing and accounts told me that their dentist had determined that I needed a "Deep Cleaning" and that a $39 co-pay would apply. She also told me that due to how their billing system works, I had to pay it over the phone in order for her to make the appointment. I told her that I would call on a future date. I tried to make an appointment at another Dental Practice, but this new place required a set of X-Rays that my insurance only covers every 5 years. Since it was already december, and Aspen Dental took much longer than anticipated to get me that copy, I reluctantly made an appointment for a cleaning at their office.

Surprisingly, I was not asked for any payments and was greeted by their oral hygienist who led me to a room and explained that he would be performing a cleaning. Not trying to hide any details from him, I was explained to him that I was told that I needed a deep cleaning He excused himself and went to check on some charts. He said that I did not need a deep cleaning and proceeded with his work. After he was done, on my way out I was told by the receptionist that I had a balance of $39 that needed to be paid. I asked her why, since I had only gotten a regular cleaning which is 100% covered by my insurance twice a year. She told me that the cleaning was covered but that there was an additional service which was only covered partially and that I had to pay the difference. I was very annoyed by the miscommunication, but, not wanting to make a scene or give an employee a hard time for doing their job, I pulled out my credit card and asked for a copy of the services provided on that day.

After I got home, I was able to review what was done to me that day and I realized what had happened. My insurance did indeed cover the cleaning at 100% but a fluoride treatment was applied to my teeth. Now, since this treatment is optional (specially because we already get plenty of that brushing our teeth every day), my insurance only covers a portion of the cost for it.
That means that on my initial conversation with Aspen Dental, they did not disclose the additional and very much option service they were tackling on and then on the day of the visit, they simply performed it without my consent and without explaining that it was once again OPTIONAL.

Desired Outcome

I would like the $39 copay refunded to me and the claim made to my insurance carrier reversed, as they should not have to pay for a service I did not request.

Aspen Dental Response • Feb 20, 2019

Document Attached***

Dear Ms. ***:

Thank you for sharing your concerns about the treatment you received. I am writing to you on behalf of the Poinciana, FL Aspen Dental branded practice, owned and operated by Cornerstone Dentistry Holdings PLLC I certainly do apologize for your experience at the Poinciana, FL Aspen Dental office.

I am in receipt of your complaint filed with the Revdex.com. I have reviewed it with the District Manager, Kristin. A refund of $39.00 was processed on February 19, 2019 in the amount of $39.00 for the Fluoride Varnish to your Visa card ending in 9880.

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 along with a copy of your account ledger. I am available for any further questions at the below contact information.

Sincerely,

Tammy H

Tammy H
Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: 1-315-454-6000, Extension ***
Fax: (315) 295-2589
E-mail: th***@aspendental.com

CC: Revdex.com
(1) Enclosure

Customer Response • Feb 20, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)

Aspen dental billed a medical credit card without proper consent. The service provided was not not counseled properly.
June 25, 2018 I walked in to Aspen Dental because of a toothache. My dental insurance, Delta Dental pays 100% for Xray and cleaning twice a year. I was expecting both of those services to be done that day. Aspen did an oral exam and explained I needed more dental work (bridge and implants). They provided a summary and pricing. Not ready to do that work, because of cost, I decided to proceed with the covered services of Xray and cleaning. What they actually did was given me a "deep" cleaning which is not 100% covered and charged a medical credit card, that I applied for, $4,804.92 with out me knowing. I was expecting to receive an itemized summary along with my covered cleaning. About a week later I called the CC company that I had applied for at Aspen because I decided the extra work summary was extremely costly. When I called Dental First Finances, the CC company, I asked to close the account. They informed me that was not possible because Aspen Dental had created a transaction. Shocked, I called Aspen to find out why they used that credit card. The representative could not answer why except that they assumed I would proceed with all dental work talked about. Not only that I thought I was receiving a basic cleaning. They started a deep cleaning without proper explanation. I found this is Aspen's MO. They push "deep" cleanings and charge inappropriately. I've been in constant contact with the CC company and Aspen to get this fraudulent claim removed from the card with no avail.

Desired Outcome

Complete refund to the credit card so account can be closed and to warn people of Aspen's shady behavior.

Aspen Dental Response • Dec 19, 2018

Document Attached***
Here is the response to this complaint.

December 19, 2018

***

RE: Aspen Dental Account Number ***
Revdex.com Complaint Case # ***

Dear Mr.:

Thank you for sharing your concerns about the treatment you received and the cost and payment for those services. I am writing to you on behalf of the Poinciana, FL Aspen Dental branded practice, owned and operated by Cornerstone Dentistry Holdings PLLC. I certainly do apologize for your experience at Poinciana, FL 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 Jennifer G. All services charged to you were authorized by you and delivered to you. The payment for those services via Dental First Financing was authorized by you. For your review I am including with this letter copies of your Aspen Dental account ledger history showing all transactions to date, along with the signed Treatment Acceptance Form and the Dental First Sales Receipt. Please note that all services charged to you were included on the Acceptance Form. After receipt of the payment from your dental insurance and posting of the provider discounts your out of pocket cost was $802.00.

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

Ron H
Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: 1-315-454-6000, Extension 201329
Fax: (315) 295-2589
E-mail: rh***@aspendental.com

Customer Response • Jan 03, 2019

From:***
To: "Revdex.com" ***
Subject: Re: Revdex.com Complaint Case# ***
Good morning ***,
I'm writing because I've received a letter and documents from Aspen Dental. They are saying that all services was authorized and delivered to me. What's confusing and frustrating is that I went in for a simple cleaning and to get a treatment plan. Instead of my free cleaning that my insurance provides, they gave me a periodontal (deep) cleaning, which is very expensive and not free. They did not explain this clearly. Under the impression I was receiving a basic cleaning and I now had a treatment plan to review for the future, I proceeded.
The office clerk had me sign on a key pad for the understanding of the treatment plan, like "these are all the things that need to be done...". Nothing was explained clearly. After I received the cleaning they told me to return a later date to finish. I understood the next appointment was to begin the treatment plan, not to finish a deep cleaning. When I left and processed the cost I decided to cancel the future appointments. It was just too much money and I did not feel comfortable at that office. It wasn't until I got home and explained to my wife what happened, she mentioned it sounded like they gave me a deep cleaning. She pulled the reviews on that office and discovered this is there M.O. They deceive people into getting these very pricey services. Soon after I realized they charged the dental card $4800 for work that had not been done. I'm complaining about their deception.

Thank you for taking the time to hear me. I pray the deception stops and this can get resolved.

I had dental work done by this office on Dec 14, 20I7. I paid in advance on 11/22 the amount of $1165 and then $1024 on 12/14 as requested by Aspen Dental. I was told the rest of the amount owed would be covered by***, my dental insurance. I noted in Feb that my account on CIGNA.COM was still not paid and contacted Aspen Dental. They instructed me to call*** to determine why the status of the claim was still Pending. I called*** and was told that they were waiting for some paperwork to be submitted by Aspen Dental. Since then, I have called dozens of times, to both companies, and have been told several excuses. For awhile*** said Aspen had changed tax id numbers and was told by Aspen that they were in the process of providing that information. After several weeks,*** said it was still waiting for other information from Aspen. Aspen first told me that they had sent the required information and later changed their excuse that the home office for Aspen was trying to work things out with***. I have been the go-between these two companies for 4 months since it's now April 16 and it's still pending. I am now receiving bills from Aspen for what they say is the outstanding balance owed when I was assured by them that the two payments I provided were going to cover the full procedure. I will not pay any bill from them and am still under the understanding I paid in full before the procedure was completed. I am tired of Aspen not resolving this issue and will never use the company again.

Desired Outcome

Billing Adjustment I just want Aspen to get whatever paperwork they need to provide to *** and discontinue any further notice of additional billing.

Aspen Dental Response • May 29, 2018

To whom it may concern:

The Aspen Dental Regional Manager Jennifer G spoke with Ms. today. As a courtesy Jennifer removed the $92.00 balance that was showing due. The Aspen Dental insurance department is contacting Ms. dental insurance carrier (Cigna) to check the status of the open claim for the Bridge work she received in December 2017.

Thanks,

Sincerely,

Ron H

Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: 315-454-6000 Ext 201329
Fax: 315-295-2589
E-Mail: [email protected]

Customer Response • Jun 05, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call from a woman who said she was the regional manager from Aspen Dental. She indicated she was removing the outstanding amount from my account and that I would be receiving documentation in writing of that action. As of this date (June 5) I have not received any documentation to prove that action has been taken.

Aspen Dental Response • Jun 22, 2018

Document Attached***
To whom it may concern:

In response to the rebuttal filed by Ms., she did speak with the Aspen Dental Regional Manager, Jennifer today. Per a prior conversation with Jennifer earlier in June, the account ledger documentation has been awaiting her pick-up at the dental office. The ledger was provied to Ms. via e-mail and receipt was verbally confirmed.

Thanks,

Sincerely,

Ron H

Senior Patient Satisfaction Specialist
Aspen Dental Management, Inc.
Phone: 315-454-6000 Ext 201329
Fax: 315-295-2589
E-Mail: [email protected]

Customer Response • Jun 29, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
The file that was sent to me was too big to be downloaded. It is not convenient for me to pick up the file in their office but I now have confirmation in this complaint to verify that the documentation exists.

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Description: Dentists

Address: 922 Cypress Pkwy, Poinciana, Florida, United States, 34759-3456

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