Aspen Dental

Good morning,

My name is JoeAnne Brooks. Last year I had some dental work done and for the most part I was very pleased with it. However in August I was fitted for a partial (upper and lower). When I went to have them put in and adjusted, there was a problem. The upper partial fit well after the adjustment, but I had developed a sore in the lower part of my mouth. Dr. Williams said the sore looked bad and he would not attempt to put the lower partial in and adjust it until a later date. I made an appointment to go back, but a family emergency out of town came up and I had to cancel. When I did make another appointment to have them adjusted, I was told that I had not paid my bill. At the time of my work, I not only had dental coverage, but was also approved for over $2000.00 from Care Credit. I had received a letter to that effect and called and was told that I owed nothing. The office would not treat me. I came home and mailed them a copy of my credit card and account number for them to check with Care Credit. I never heard back from them. I went back and the same thing happened. I wrote a letter to Dr. Williams personally to let him know the problem I was having and had no response from him either. I have family members who are not well and was looking after them as well. I called a few weeks ago and was told that Dr. Williams was no longer in the office, but had relocated to Pennsylvania. I was also told that he would be back at the end of July and would be left a message to call me when he returned. That never happened wither. I even asked if there was someone else there who would help me. The woman on the phone seemed to only want to give the message to Dr. Williams. The office I went to was at 10010 Reisterstown Rd. Owings Mills, Md. 21117. I am sending copies of 2 of the letters I sent to the office. Thank you for any consideration. I have now been a year chewing mostly on my front teeth. I am really unhappy with my treatment. I have copies of 2 letters that I sent if needed

.

Sincerely,

JoeAnne Brooks

Last year, I don't remember the exact date, I went to Aspen Dental. I got a cleaning, an extraction, x rays and later had a mold made for upper and lower partials. When I was supposed to go to get them partials, I had to go out of down on a family matter, then I came down with Covid. When I did get them and the dentist was adjusting them, he saw a sore in the bottom of my mouth and said he would not put in and adjust the lower plate. When I was told I needed to get this work done, I applied for Care Credit and was approved instantly. ALater in the year, I received a bill from Aspen saying that I owed a little over $89.00, I called and questioned the letter and was told to disregard it because Care Credit had taken care of. When I finally was able to go back to the dentist, I was told I couldn't be seen because I owed that amount of money. I explained what had been told to me, but was told I would not be seen until I paid the unpaid bill. The receptionist told me to fax my Care Credit card information when I got home and I did just that. No one ever called me to tell me anything about the bill again, I gave them enough time to respond and when they didn't I called to question the letter and the bill and was told someone would call me back. I received no call. I then wrote a letter to the dentist and explained to him what was going on, no response. It has been almost a full year. I have partials that cost over $2000.00 that I can't use because they have not been properly adjusted, no one has bothered to call and say anything and I can only really chew on my front teeth because of the missing ones the partials were supposed to replace plus the extraction. I hope they do no treat the rest of their patients like they have treated me. I would have liked some sort of response of effort given to let me know something (good or bad) This really is poor business or just plain old incompetency.

I have no outcome, but I am still paying Care Credit. That is the only charge on that card (the charge for my dental work that is incomplete) I feel like I have been ripped off, lied to and just not cared about.

Let me start by saying that I am a professional Corporate Trainer who travels the country to train large companies and HR on Client Experience and Corporate Retention. I have never been upset enough to go directly home to write a review on any service in my life. I am new to Baltimore. I chose this Dental service based on a friend's review and their commercials.

1st visit with X-rays - Cool no complaint!
2nd Visit for Extraction-Good. No complaint!
3rd Visit the office admin tells me that I have to pay 220.00 (approx) for service. I was coming for a filling that cost 26.00 out of pocket. COMPLAINT.

BACKSTORY: On the second visit I was told my out of packet visit for the extraction was $192 (approx) which I paid in full. Cool. A few weeks later I then called back for an appointment for a filling for $26. I was told then that my insurance kicked back $33.40 for part of the exam/x-ray and $148 for the extraction? I was not notified of this by mail or phone call. I then called my insurance company who advise they (ASPEN) were quoted what the insurance company will pay. I was advised that Aspen cashed the check given to them for my service. I called back and advised the office manager of what my insurance company said, she then advised she would open a case with their "dispute" dept to investigate. Ok... fine.

A week passes by and I show up for my appointment where I am told they didn't get a resolution as of yet and I should pay $220 or I would be denied service for the day. I didn't come prepared to pay or with a credit card that would cover $220.00 I came with $60 cash in my pocket to pay for the filling and overage for the Xray. ($26 + 33.40). I was also advised by my insurance that my portion should have only been $152.70 which included by $50.00 deductible. Was I overcharged by ASPEN? Seem so per my insurance company.

I ASKED THE OFFICE MANAGER CAN I BE BILLED? Before I could offer another solution (such as can I call in the payment when I got home) she said "NO.. We don't bill customers". She advised I could not be seen. With that cold non-communicative response, I advised her to "cancel my appointment"... her reply... FINE". Nothing else in the form of offering a better client experience, offering an alternative, caring that I was in pain... nothing. With that said I will find another Dentist. Very disappointed.

This review is not a slight against the Dentist... I am sure they are great. The business practice needs more work. I had to then go to CVS and purchase a temporary Cap and Crown cement to fill the hole in my tooth that is causing pain. What a horrible experience. I don't know who is wrong and who is right as far as my insurance and your staff... but what I do know is how horrible to set someone out without service in pain. I have insurance, I have paid before, I am not skipping town... You have to have better alternatives and practice in place. What happened to the customer always being right? What happened to the client experience? What happened to CARING SERVICE?