ASPEN DENTAL - Fairfield Township, Ohio 45011 - Bridgewater Falls

Office staff is extremely unprofessional and do not appear to have any skills/ familiarization training in dealing with customer issues. More specifically, the business manager Tara displays poor communication skills, very unprofessional and confrontational. I contacted Aspen disputing a bill for cleaning services because I've never experienced a time when my insurance didn't cover my regular cleanings 100%. Tara's response was expected, she advised to contact my insurance company. MetLife explained that Aspen submitted two separate claims with two different doctors and my insurance only paid in full for one because the other was considered out of network. As well as, the x-rays weren't covered because some were already listed on file within the past 5 years. I was told prior to our first visit by Aspen office staff that they would complete a pre-determination to ensure our cleanings and x-rays were covered, that was not done apparently. I attempted to explain this to Tara and she interrupted continuously, her customer service skills are beyond poor and she was defensive throughout the entire call. She also accused me of talking to other staff members about the issue and them providing me the same response, simply not true. When I originally called the Aspen to dispute the bill I talked to Brittany and she advised Tara would give me a call back that day, she didn't. The next time I called it was to re-schedule my appointments and I asked was there any updates on the billing. Brittany stated their computers were down and she would call me back to re-schedule and remind Tara to call me. I never received a call back that day either, I had to call them again the follow day. I was never told anything from anyone else in the office, however, her making that statement identifies their unprofessional office environment, negatively discussing customer issues, and she allowed her negative perception of me to bleed into our conversation. I explained to her that I felt like she hadn't allowed me to speak and she just continued talking. I asked to speak with the doctor and she refused to let me speak to him. She advised me to go on Aspendental.com to complaint and said she would have her supervisor call me. Its really saddening that this is the environment of the business office when addressing customer complaints, I would've hoped for a more professional feel but it was far from professional. I really did enjoy our dental visit itself, the Dentist was awesome and very friendly. However, the office staff may have just cost him four new patients. To make my experience better, I would like to discuss my billing issue with someone who's willing to listen, because I do not feel I'm responsible for that bill. I was told a pre-determination would be done, and if it had been this could've all been avoided. As I explained to the business manager I'm not saying Aspen did anything necessary wrong but neither did I, however I do feel Aspen could've done more to avoid this issue.