Aspen Dental

Reviews 3

JA

Janna Blardony

0 of 5 stars. If I could go negative on the review, I would. The office staff is completely incompetent. No exaggeration! The first day I was there, I had my initial intake and then a treatment plan set up. Someone else had cancelled their appointment so the clerk supervisor said they could fit me in to get crown procedures started. This entire process took 5 hrs. The dentist was running back & forth to all clients & there was clearly no organization. I waited in the chair for 45 minutes at a time. It wasnt the dentists fault more so that the facility lacks proper organization. They scheduled me to get a cleaning & have 2 cavities removed/filled & then also another appointment to affix my permanent crown on August 2 & August 7 respectively. I went in for my cleaning & cavity removal. I was told that the dentist was going to put in the permanent crown instead & that it would be done after my cleaning. During my cleaning, the clerk called my phone. Apparently, she had no idea I was already being handled and that I was inside the facility (again, incompetence, lack of organization, and absolutely no communication among the staff). Then I had my crown put in. At the end of the procedure, he stated that the permanent crown was only temporarily affixed and that it will be permanently affixed in the next appointment. No cavity removal that day even though that was the procedure documented on the agenda. I checked out with another clerk (Amanda). She stated I was "all done" & that I dont have any more appointments. She had no idea that the procedures done for that day were not consistent with what was on the agenda. I told her that I did not have my cavities drilled out & that I had another appointment on the 7th. She looked at the schedule and told me that I was not scheduled for an appointment on that day. I showed her the appointment card that was given to me by the staff and she couldnt figure it out. So then I had to schedule an appointment on one of my work days. Since the last two appointments, they did not submit a dental claim to my insurance but they stated that they would do so. I had trouble with them on billing because they were telling me that my crown was not covered by the insurance angency even though they called them and verified that it was. I was told by Kristi (clerk supervisor) that she had to go with what the computer said. Absolutely no customer service. They didnt even bother calling my insurance company to coordinate and fix the discrepancy. I had to call the insurance company myself & have a three way conversation to which Kristi again replied, she has to go with what her computer says. Apparently there is no possible way there is human error on her part. Again, rude, disrespectful, horrifically unhelpful, and confoundingly incompetent. Today, I went to the dentist on my work day (which I had to take off and it cost me a vacation day), and I met Amanda again. She put a bill in front of me and stated that I owed them the rest of the balance. Basically, they wanted me to pay for 100% of the bill even though I have insurance. I inquired about the status of the claim and she seemed like she had no clue how to operate her computer software because it took her forever to give me a simple answer. She was flipping back and forth on her software windows and couldnt figure it out. She finally stated that it was closed, and that another aspect is pending. Its been about a month now and my insruance claim is still "pending/closed." I called my insurance company & my agent reported that they have not received any dental claims & that a history search of any dental claims yielded 0 results. My insurance agent asked for a claim number & Amanda said they dont get claim numbers. My insurance agent stated that is not possible because they provide claim numbers to all the clients and that if they do not process a claim number, then there was never a claim received....they denied me service for not paying my balance & said theyd bill me the balance even though I wanted to cancel my dental care with them.

SE

Sean & Amy Degerstrom

The office staff is great and it is easy to get in for appointments. They offer easy financing options for more expensive dental work. However, the dentists themselves are either 1) overbooked or 2) lacking in professionalism and timeliness. I came in for a crown prep. I waited 30 minutes to be brought into an exam room, then another 15. Once the dentist finally came in, she and the hygienist were obviously not working well together, very short and snippy behavior between them. An appointment that was supposed to take 2 hours took 3 1/2. Then, I came back a few weeks later to have the final crown placed only to be told that the crown was "bad" and that I would have to have a new one made. Then, that dentist (a different one) proceeded to have to redo the crown prep, make new impressions, and then reattach the temporary crown. Once again, an appointment that should have taken 30 minutes max was now at hour 3, half of which I spent in the exam room waiting because the dentist was running between so many patients. I came back again a few weeks later for the final crown (round 2) and waited for nearly an hour in the waiting room before telling them I was leaving...at which point they got me into a room...where I waited some more. The dentist this time (a different one again...so 3rd dentist in 3 trips) was great, actually and got things done quickly. But, because of the very long wait I had to reschedule the second half of my appointment for another day, meaning having to take more time off work. At this point, I have taken off more than a full day of work time to try to get one tooth fixed and spent most of that time either waiting or having them fix their mistakes. If I were not already in the middle of a treatment plan I would most certainly go elsewhere. Very frustrating.

DA

David

My experience at Aspen Dental was mixed, both the Hygienist and the Dentist were both professional and did excellent work. The biggest problem I had was after the initial consultation, and while scheduling my cleaning, the office lady asked if I was interested in a fluoride treatment. She indicated that my insurance would not cover it, and my cost would be $21. I paid this in advance so that I would not have a bill since it was a routine cleaning. When I received my bill in the mail, it indicated that the fluoride treatment was $48. I had to call the office a total of five times over the course of two weeks to get someone in the office to explain this discrepancy to me. I left two voicemails, and spoke with a real person twice, both of those times I was told I would get a call back, but I did not receive a phone call. When I finally managed to speak with someone, I explained the situation, and the events that happened. The response I was given was something to the effect of- I dont know why you were quoted that price, and your balance is $27. No effort was made by the staff to rectify the situation or even acknowledge that I paid for this service in advance. As I said in the beginning, the hygienist and the dentist were both great, however their billing practices are terrifying. I am grateful I did not have a more expensive procedure done. I would be concerned for anyone who is quoted a price for services and then have their costs more than double.