Aspen Dental review: Dental implants

See letter below as forwarded to Mr. Fontana

1008 E. Granary St
PO Box 444
New Harmony, IN 47631
April 16, 2025

Mr. Bob Fontana
Founder/CEO Aspen Dental
806 W. Fulton Market
Chicago, IL 60607

Dear Mr. Fontana
RE: Aspen Dental located at 508 North Green River Road, Evansville, IN, 47715
I am writing to you regarding the treatment I received at your Aspen Dental location in Evansville, IN as noted above.
During the first week of March, I called this location to book an appointment for a semiannual cleaning on March 18th. I had very positive experiences with Aspen Dental in the Greater Nashville TN area, located in Springfield, TN, and expected the same from Aspen Evansville.
The next day I received a text message confirming my appointment at Aspen Dental in Springfield TN. At this point I called the Evansville location and advised that I had relocated to the Evansville Area and would require the appointment at the Evansville location. The clerk then changed the appointment and advised me of the same. There was no “sorry for the mix-up,” for example.
Prior to my relocation to Evansville, I lost a crown and broke two teeth, 7 & 8, that the crown had been placed on. The roots of teeth were still in place. I was advised that I needed to have the roots removed and implants put in place, as otherwise I would be subject to very serious gum problems in the future.
At the time, due to a number of issues, not the least of which, as a retired senior, I had very limited funds available, I delayed having the treatment completed.
When I attended Aspen Dental in Evansville for cleaning, I was again advised that I should get the broken teeth removed and put implants in place. They advised that they could do it the same day, but that was inconvenient, so we booked for the next day.
I was escorted to the counter where an office clerk had me sign some forms, with little, if any explanation, and was advised that my cost for the procedure was a total of $13,175.40. I was advised that my insurance would only pay $200 toward the procedure. My payment that day was $6,117.40 for the first phase of the treatment.
While driving home I remembered that I had a quote from Clear Choice in Nashville to complete the implants of $12,000 total, with no billing to my insurance company. Aspen in Springfield quoted my cost at approximately just under $11,000, after billing to my insurance company.
One of the reasons for our decision to move to greater Evansville was the fact that things are less costly. That has been what we have experienced, except for Aspen Dental.
The next day I had the old roots removed and implants put in place. The dental assistant did mention some of the things I needed to do in the initial period, after the surgery, as listed on a sheet of paper provided.
The procedure was completed, and I left the office. There was no mention at all of any medication being prescribed, nor instructions regarding the same, from the dental assistant or doctor.
The day after surgery I developed pain and swelling in my lip and gums which abated after about a week or so. On Sunday, March 30th, I developed a large, painful blister. I called Aspen Evansville and left a message.
Early Monday, March 31st, I received a call back. I advised the caller of my difficulty and asked if I could get a prescription for an antibiotic, or if I needed to see the doctor. An appt was made for 4:30 that afternoon.
When I entered the dental office and gave my name, the clerk looked at me and rather accusingly stated, “you know you have an outstanding balance.” Well of course I was not aware, as I had no way of knowing why I would have a balance as I had pre-paid for the treatment.
I asked what sort of balance I had and was told I owed over $800. When I asked why, having already paid over $6,000 the clerk looked it up and responded that it was because the insurance company was not paying anything towards the treatment.
Being in some distress already, this was not what I wanted to hear upon arriving at the office.
I asked the attendant if there could be a coding issue and was told, point blankly, that I had to take it up with my insurance company, period.
My dental plan only covers preventative. So, if the total treatment was coded as cosmetic, for example, the insurance company would not pay anything. On the other hand, if some of the treatment was coded as “preventative” than the insurance company would pay.
Being somewhat frustrated and in some discomfort, I asked why after paying over $6,000 and the insurance company only declining to pay $200, I owe over $800. And I added, “by the way, how come I am paying several thousand dollars more for treatment in Evansville than I was quoted in TN which is a more costly area?”
Again, I was told by him and another gentleman who interceded at this point, that I should take it up with the insurance company. It was the first time I had ever experienced a dental facility that had no interest in assisting the patient in easing the cost burden by getting co-pay from an insurance company.
At this point it appears that I was put in the dental office equivalent of the “penalty box.”
I took a seat and was not called until an hour later at approximately 5:30. The dental assistant was apologetic for the delay and escorted me to an examination room. When I advised her of my problem, she stated that I was not checked in for that, and that she needed to take an x-ray before I could see the doctor.
After the x-ray, we returned to the exam room, where she advised that the doctor would be with me shortly. I waited until approximately 6:15 before the doctor came and asked me what the problem was. She seemed to be somewhat angry and short tempered.
She looked at her computer and asked if I was still taking antibiotics. I responded that I was not on any sort of antibiotic at that time. She responded that she had ordered antibiotics and a pain killer after the surgery.
I asked why I was not told this when I was there for surgery. She responded that the pharmacy was supposed to call me. I again asked why she did not mention it during my previous visit and again her response was that the pharmacy was supposed to call me. She stated that she had sent the order for the medication to Walmart in Springfield, TN, which was the pharmacy I had used when I lived in greater Nashville.
At this point she ordered a prescription for antibiotics and a mouth rinse at a local pharmacy. I was hurried out of the office, as it was past the 6:00 closing time. Most of the staff and likely all other patients had departed already. Having kept me waiting for one hour and forty-five minutes, the doctor was now in a hurry to have me leave.
There was never a “sorry about the mix-up” or any sort of apology provided.
As we were just completing our move to greater Evansville, Walmart in Springfield had sent several texts about refills, which we just declined as any current medication requirements were moved to my local doctor and started as new prescriptions with a local pharmacy. If Walmart Springfield had texted about medications being prepared or ready, we would have declined.
It would not have occurred to us that medication would be ordered at a pharmacy approximately 3-hours’ drive from Evansville for treatment received in Evansville.
As someone who has a heart condition and has gone through several heart procedures in recent years, including two open heart surgeries, an infection could have had major consequences. And certainly, unnecessary due to carelessness and lack of proper attention from Aspen Dental.
Subsequently I have moved my dental care to alternate dental facilities, where the care and attention is much more adequate than what I received at Aspen Evansville.
The care I received from Aspen Evansville is very questionable. While the mix-up with medication was unacceptable, I understand that it was not intentional. The long wait I experienced when in distress, however, certainly appears to be intentional and unacceptable by any standard.
It is not my interest nor intent to cause problems for Aspen Dental, or the doctor involved in my treatment.
I will not take any further action until I receive a response from Aspen Dental, which I expect to receive no later than the end of this month, April 30, 2025.
Thank you in advance for your attention to this matter.
Yours sincerely

_____________________
Herbert Whiteway