Aspen Dental review: Unacceptable and poor customer service

To whom this may concern,

My name is Candy Shaver. My invoice number is 202080018. Services were rendered at an Aspen Dental Location in Morgantown WV on November 4, 2025.

I am writing to formally file a complaint and dispute the charges billed to me for services rendered at your office due to multiple failures in insurance verification, communication, and billing procedures.

During my phone call with your representative to schedule the appointment, I explicitly asked whether my insurance carrier was in network and was not advised that it was not accepted. The representative advised my insurance (Aetna Dental Administrators) was indeed in network.

When arriving on November 4th, I provided my dental insurance information with the reasonable expectation that coverage would be verified before any services were rendered. At no point was I informed that your office was unable to verify my insurance, nor was I contacted to advise that my insurance had not been confirmed or was potentially out of network. Had I been notified, I would not have proceeded with treatment.

Additionally, after my examination and X-rays, I was not provided with a treatment estimate or informed of my financial responsibility before services were rendered. This lack of transparency prevented me from making an informed decision regarding my care.

After receiving a bill, I contacted my insurance company on two separate occasions. During a three-way call with my insurance representative and your office, I was informed that my insurance is not accepted at your facility. This was the first time I was made aware of this issue, and my insurance representative found your company on the in-network provider list. However, which further contributed to the confusion and my reliance on the information provided.

It was also confirmed with my insurance representative that your office never submitted a claim to my insurance company at all, despite having my insurance information on file.

Due to these failures:

Insurance was not verified prior to treatment

I was not notified that verification was unsuccessful

No treatment estimate was provided

My insurance was never billed

Conflicting information was provided regarding network status

I am formally disputing responsibility for the outstanding balance. The charges are the direct result of administrative and communication failures by your office, not negligence or oversight on my part.

As I have already paid the full invoiced amount, I am requesting that this balance be reviewed and refunded accordingly, along with written confirmation that the charges have been corrected or removed. I expect a response within a reasonable timeframe.

If you need to contact me via email or phone. The information is listed below

Thank you for your prompt attention to this matter.

Sincerely,
Candy Shaver
[protected]
shaver.[protected]@gmail.com