Aspen Dental review: Unethical behavior

John Hann, DOB: [protected], has been seen in the Temple, Tx. Aspen Dental office for a top temporary partial and 5 extractions. He was to continue with a deep cleaning, purchasing a permanent top partial and bottom partial plate. He had his partial causing bleeding and had it adjusted and a dental assistant wearing a medical boot "Oh that's just normal." His nerve was showing in his gums and he was in great pain.

He had questions why they billed for his partial top plate instead of the permanent top plate. He also has Blue Cross and Blue Shield insurance and his fiance' took in the insurance card to see if they would bill it for his extractions.

The chubby, hispanic receptionist turned away from the customer's fiance', refusing to even look at the card. John then called the dental office and she lied and said his fiance' wouldn't give her the card so he called back and spoke to Sasha, the Business Office Manager. He gave the phone to his fiance', Terri.

I am Terri, his fiance'. Sasha was yelling and talking very 'enunciated'. I asked about his insurance and she continued to yell, not even allowing me to ask my question. I then told her not to talk to me like a ';' child. She then hung up on me. She was extremely rude and unprofessional. We went in today to speak to the Manager and get John's records to transfer his care to another dentist due to this rudeness by Aspen Dental Staff.

I refuse to let anyone in my family get talked to or treated like this. We requested his records and are reporting this to the Insurance Commissioner of Tx. and American Dental Association and he has chose to go to another dentist. The Manager said the call is recorded and made excuses for Sasha. She said "Tempers get hot sometimes with customers, you know. (She is referring to me being an RN for the Federal Government). They just lost several customers due to word of mouth. This is unethical and the rudest office staff that I have ever met. They twirl in their chairs as you come in, making it obvious that the customer is not their priority. Sasha speaks with a tone of voice like she is 'ready to fight'. Her unprofessionalism is unacceptable.

I would like this Aspen Dental office in Temple, Tx. to be investigated. I think it could help the public in the future.

John Hann and Terri Polk