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September 2023 by Deb Taylor
I am a very fearful patient. Other than the numbing shots, for which apparently no one has invented a substitute, I really enjoyed my visit. And even with my very limited insurance, service still turned out to be within my budget. I really liked Dr, Liu. Now that the masks have been removed prior to actual service, I found her to be personable, very understanding and kind. All of the staff members are very professional and helpful. Thank you all.
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August 2023 by Ian Dunifon
After multiple visits with this location I am ready to review. The dental staff themselves have been really good, fast, and efficient. The office staff however, is what normally loses points for the location for me,though my last experience with both teams was pretty bad.First I prepaid to have some crowns for 2 root canals. Anyone who has had root canals can tell you crowns are not cheap. Despite the fact that I prepaid for them, when I came in to have them put on, the office staffed tried to charge me the full price a second time. Luckily the employee I worked with before was there and had to tell them I had already prepaid and owed nothing for the crowns.On another trip I had to have some fillings done, once again I paid in advance, yet I was asked again to pay for the filings. When I asked for a line by line break down so that I could see if I still owed, the office refused to show it to me and acted as I needed to pay and that was final despite me asking for charge explanation and that I was wrong to even question them on billing.On yet another trip I brought my step daughter in to have her teeth cleaned, however I had it noted that she had a filing break and the tooth it broke from was causing her pain. Despite this being noted twice. They did not look at the tooth, just did the cleaning and sent her out as if everything was good. It wasn't until I was half way to my car that my step daughter mentioned that they did not look at it.When I went back in I stood at the front desk for 20 minutes before they asked me what I needed and when I mentioned the tooth, they went in the back before coming back to tell me that she needed an appt for a comprehensive x-ray exam before they would look at her tooth and she would just have to live with the pain it was causing her.I will be taking my family to another dental practice as Aspen has caused my family to lose faith in it and are no longer comfortable going there anymore.
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August 2023 by James F.
NOW a few months after my June review still an total disaster in office and national customer service. So to catch you up I've called the Kyle location 28 times since my procedure. National customer service 36 times. My dental insurance 44 times. Yes, the nice girl from California I mentioned re submitted my claim and insurance actually paid where i get a refund over what I've paid initially. Thing is, because Aspen IT department decided to destroy their systems with an upgrade they can't even see they've actually already been paid.I called today and they told me they submitted ANOTHER claim on the third of August because they can't even see in their systems that it's already been done. SO, another 90 day wait on the Aspen end. BTW, the office manager "Tae" "Tay"? She has never returned my calls.BAD, BAD, BAD on SO many levels. RUN AWAY from ALL Aspen Dentals until they hire a new IT management company. One rep told me they were manually processing all claims by hand because they don't have access to billing anymore. They were in May that day.I'm in July when they finally realize there's money there. I know gotta wait for the August BS? I don't know; I hate this. I hate Aspen Dental! I cannot imagine how many peeps are affected by their "Outage"; new word used today on the phone. Meltdown is a better word. At least it makes me think of a grilled cheese
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August 2023 by Lissi
I've only gotten checkups. My last experience they had me sit in the chair for 30mins to hear a quote to just remove my bottom braces. I couldn't just leave either because I still had my cleaning unfinished. I didn't get the quote.I've tried to contact them to schedule an appointment but they never answer the phone. They have several methods for NEW patients to make appointments but none for current except calling.
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August 2023 by Roger Miranda
Aspen Dental in Kyle, Texas tried to double charge me for a dental visit I had with them. When I called them to complain they said they would look into it. Two weeks went by and I didn't hear from them. When I called to find out where they were with the matter, they tried to gaslight me, telling me they did not double charge me and asked me to please check my bank account. So, I did and saw they'd credited me the day before for one of the charges. When I asked them why they didn't just call me and admit they'd double charged me, they told me they never double charged me at all. Another thing they've started doing is charging patients upfront for services; that is, before any work is performed. None of my previous dentists did that. My doctor doesn't do that. No one I do business with requires upfront payment for services. Aspen Dental in Kyle, Texas has decent Dentists, but bad business practices. If you need a dentist, I recommend you try another dental office.
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August 2023 by Melinda Nunez
The dentist was okay but the answering service and especially the office manager could be more helpful. I left weekly messages asking for a call back to get my treatment plan underway (unfortunately the office manger sets that up). I was totally blown off by the Kyle office for over a month. Rude. Luckily there is plenty of good dental care in Kyle. This place is rather new in this town and the town is not that big, you’ve been warned.
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July 2023 by Sonni Standefer
Lost the records on the procedures I received earlier this year. I still needed work done and was told to wait a couple of weeks to see if they could recover them. I have paid for the procedures in full already. Still no call about my records. Supposedly a message was left with the manager, but unsurprisingly I haven't heard anything back. I was willing to give them another chance but the lack of communication and misplaced records really destroys any trust I have. Maybe a bad review will get them to call me back so they can refund the money I have paid for services they have not provided. Steer clear of this office! Untrustworthy and wildly disorganized.
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June 2023 by Kindalynn Musser
I had called for a quote regarding clear retainers, a lady said $300 total, so I set an appointment. The appointment comes I sat there for at least 1-2 hours just for them to say how the quote wasn’t correct as it was over 1,000 total for the clear retainers. There was ALOT of misinformation. they did meet me close to $300 due to it ($500).I called again to set an appointment to pick the retainers up, they told me a date and time, i never got a confirmation text or email regarding the appointment. I called, and it was never set, so the lady set it up and said how they will call me later that day to confirm it. The next day was the appointment and still hadn’t gotten a call regarding my appointment. I then called, the lady said I was never scheduled. The lady said I could go in and get them, my fiancé went and picked them up, he went to the front, and the receptionist saw him and didn’t say a word to him while he stood there for 5 minutes. He finally sat down for another 5 minutes and still no response from the receptionist.I completely understand that things happen and work becomes hectic, but it was a constant thing every time I walked through that door or called them and it became very stressful and irritating.
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June 2023 by Lily Coy-Johnson
I have severe dental anxiety from a childhood experience (needing benzos to get through a single filling) and everyone was so kind and friendly. I needed an extraction the day of my first visit and they were able to fit me in so I don't have to travel with a broken tooth next week. Dr Liu was so understanding of my anxiety and made me feel much better about being at the dentist. Dr Nagella was very sweet and accommodating and he was in and out in what felt like under thirty seconds. Overall it was a very positive experience, especially considering the severity of my phobia.
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June 2023 by Mary Johnson
I had an appointment today for a cleaning at 1pm. I am a new patient and got there 10 minutes early. Following the signs that are up, I signed in and sat down. Other people who checked in after me were getting called back. So after 30 minutes I approached the woman at the front desk. She told me to sign in. I told her I signed in 30 minutes ago and she gave me paperwork to fill out. I finished the paperwork in under 5 mins and returned it to her. She said she thinks they will bring me back shortly because they had a cancellation. I wait another 40 minutes and I went up to her and asked to reschedule. She told me she thinks they are about to pull me back and she goes to the back to ask. She comes back and tells me we will have to reschedule because it will be at least another 15 minutes and they are pulling another patient back. I was there for 75 minutes and would have had to wait at least 15 more to be seen.
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June 2023 by Fallon Seitz
Dr. Liu is great, but this is the most dysfunctional office. I am changing dentists. Today at 9:30 a.m., I was told my appointment was later at 12:30. I arrived only to learn my appointment was the next day. Not to mention the last appointment I had the hygienists were blaring music and were rough with my mouth. A lot of turnover at this terrible office.
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June 2023 by Mia Davila
This aspen location itself is wonderful but their oral surgeon Neeraj Nagella is not at all. I would advise to steer clear of this surgeon. I went in an emergency to have my impacted wisdom tooth removed as it was causing me unbearable pain. He was in such a hurry he didn’t even introduce himself. He walked in without acknowledging me, grabbed a needle to numb my gums & jammed it in all while complaining to his assistant how the front desk keeps “throwing surprises” at them meaning OS patients aka one being me & how he’s “been trying to get out of here”. It was 12pm. After injecting me he just left the room. He came back after about 15min, told me to open, placed a block in my mouth & started digging out my impacted wisdom tooth while still complaining to his assistant (I chose to not be sedated) It takes quite a bit for meds to be effective on me. He didn’t check to see if I was fully numb & just keep digging & yanking at my tooth. I was crying & yelling. I felt every bit of pain. I felt I was going to pass out at one point. His assistant was holding my head against her body to keep me still. Not once did he speak to me or check in or offer a break, he was extremely rough & once the tooth was out & sutures sewn, before I even opened my eyes he was gone. After it was done I was shaking & on the verge of a panic attack, his assistant had to calm me down. I couldn’t get out fast enough & as soon as I got to my vehicle I broke down from the built up shock. I am completely traumatized.
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June 2023 by Lilli Croan
On February 21st, 2023, I went to the Aspen Dental Office in Kyle, TX located at 18900 IH-35. They were offering free exam and x-rays. After the exam, they stated they wanted to do a deep cleaning and 2 crowns. The lady in the front office told me she could find me a discount plan that would save me money. It would cost a couple hundred dollars but save me over $4000 on the total treatment plan. I agreed to purchase the plan. I went in for the deep cleaning and was charged $1580.About a little over 2 months later, I had a front crown break off. On April 28th, I went in for an exam and a quote. They gave me a quote of $1,374. I agreed to have the work started. When I went in for the office visit to start the process and take the impressions, upon leaving the office I was told the charge would be $2,600 due that day. I disputed the amount and they said they would look into it. When I went in for my appointment to have the remaining tooth portion extracted and the prep done for the implant. I was told the charge would be $4,600. I went home found the original quote. They again said they would look into it. I then received a quote via email of $4,867. They told me they did not have any information on the discount plan I had purchased through their employee and could not honor the original quote.The quote had AetnaDisco as the Plan Name. I called both the insurance division and the discount division at Aetna and they had no record of me having any type of dental coverage or discount with them this year. I went back to Aspen Dental and asked for a detailed record of the treatment I have received in their office. They refused to give it to me stating they did not have it in the office. When I asked how I could get it, they stated “We have put in that request for you.” but would not tell me how or when it would be sent.In summary, Aspen Dental appears to be employing very questionable billing practices.If you are a customer, I would suggest asking for all your records. If you are not, I would suggest using another dentist.
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May 2023 by Lilli C.
On February 21st, 2023, I went to the Aspen Dental Office in Kyle, TX located at 18900 IH-35. They were offering free exam and x-rays. After the exam, they stated they wanted to do a deep cleaning and 2 crowns. The lady in the front office told me she could find me a discount plan that would save me money. It would cost a couple hundred dollars but save me over $4000 on the total treatment plan. I agreed to purchase the plan. I went in for the deep cleaning and was charged $1580.About a little over 2 months later, I had a front crown break off. On April 28th, I went in for an exam and a quote. They gave me a quote of $1,374. I agreed to have the work started. When I went in for the office visit to start the process and take the impressions, upon leaving the office I was told the charge would be $2,600 due that day. I disputed the amount and they said they would look into it. When I went in for my appointment to have the remaining tooth portion extracted and the prep done for the implant. I was told the charge would be $4,600. I went home found the original quote. They again said they would look into it. I then received a quote via email of $4,867. They told me they did not have any information on the discount plan I had purchased through their employee and could not honor the original quote.The quote had AetnaDisco as the Plan Name. I called both the insurance division and the discount division at Aetna and they had no record of me having any type of dental coverage or discount with them this year. I went back to Aspen Dental and asked for a detailed record of the treatment I have received in their office. They refused to give it to me stating they did not have it in the office. When I asked how I could get it, they stated "We have put in that request for you." but would not tell me how or when it would be sent.In summary, Aspen Dental appears to be employing very questionable billing practices. If you are a customer, I would suggest asking for all your records. If you are not, I would suggest using another dentist.
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May 2023 by Leticia Morales
Wonderful first time visit! This will definitely be our new dental office. Everything was explained in detail to us and they got us in today for an emergency visit. Everyone was very friendly and seemed to enjoy doing their job.