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One star too many

I have always used Aspen Dental when I lived in Syracuse NY and loved the treatment. I moved to Nacogdoches TX and tried the services here (Lufkin TX) and have been so disappointed.

I called the regional manager/ supervisor (or whatever he is called) and left a message on his phone. The call was placed at 9:39AM Central time on 8/6/2020 and have yet to hear from him (Shain Drews).

Before I went to purchase replacement dentures, uppers and lowers, I went online to your website and saw that the Comfilytes were priced from $1449-$2150. I thought it was a terrific price, but I did not realize that the price was PER upper and lower since it is not listed as such on your site, meaning I was charged $1580 each. Granted, the office manager/ financial officer gave me a discount, but it was still more than I had anticipated.

I paid the bill in full using my credit card.

Another thing I would like to point out is that the office is not organized enough. There is some organization but could stand a little fine tuning. Example: I broke my upper dentures and needed repair. I was anticipating getting a new set, just not as a rush.

Regardless. I went to the office and I waited a long time to get in (approximately ¾ hour past appointment time). I got x-rays and then had to wait in a lounge area before a room was ready for me to sit and wait for the doctor. More waiting.

Nurse came in to input medical history into system this could have been easier if you had online patient forms that go into your system. After all, if we create an account with the account number you set up, the info will go directly and alleviate the need for redundancy. Back to the problems. After I saw the doctor, we went to the finance office for payment schedule (as mentioned, I paid in full).

Only AFTER the payment was discussed, did they take my dentures for repair. The dentures could have been taken at any time prior to this. If I was paying for the repair only, they should have still taken them when I arrived and repaired them. As it was they took them about 5 minutes before they left for lunch (11:30-1:00).

If they had taken them earlier, the chemicals would have had time to dissipate, rather than give them back to me right after and have the awful taste which lasted about 3 hours. The reason for giving them back without airing out was to get dental impressions before the technicians went to lunch. I got the dentures in, then got the rubber for the impressions. After 7 minutes, they took them back to the technicians to wait for it to be set enough to give me back my dentures.

When I got the dentures back, the technician stated that an appointment *was made* for me to try the wax impressions. She did not tell me when the appointment was, so I asked at the front desk and she stated that it was made for 2:00 that day. So, I returned to the lounge to wait. Someone came to me about 10 minutes to 2:00 and asked why I was still there.

I explained that I was told that I had a wax impression due about 2:00. She said that I *needed* to make an appointment for the wax impression. Different than what I was told. So, we went to set up the appointment and at that time it was mentioned that the person who did the mold should have set up the appointment.

She left for lunch right after taking the dentures to the lab. Since there was no one in the area that makes appointments (all out to lunch), it would have been futile for me to go there once I got my dentures back from the lab anyway. I had been there for 4.25 hours. At any time during that time, they could have taken the dentures for repair rather than wait until I had paid.

I would also like to point out that they were using walkie-talkies/ 2-way radios and enjoyed playing around with them.

Very unprofessional.

I went on a little more than necessary, but I wanted the corporate office to be aware that due to this unprofessional behavior at this location (Lufkin), I will not be able to give this place a good recommendation. They charged more than shown on Aspen Dental website. My appointment was for 9:45AM but was not seen until sometime after 10:30 (I was playing a game so I know it was after 10:30 but not sure long after) and at no time before that did anyone come out to say that they were running late and apologize for the long wait. That should have been a courtesy.

In Syracuse area, they are much larger and more polite and attentive. I guess just because we are in the south, I should not expect politeness and courtesy.

User's recommendation: go only after you get in writing your estimate.

Product or Service Mentioned: Aspen Dental Customer Care.

Aspen Dental Cons: Miscommunication within office staff.

Location: 1809 Tulane Drive, Lufkin, TX 75901

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If you got good treatment in any Aspen clinic is was just extraordinarily good luck. Guarantee if you go back to Syracuse that dentist you liked will be long gone.

Nobody decent stays at Aspen for long. It is just a sleazy, low-paying operation owned not by dentists, but by Wall Street Sharks.

Good patient care is their last priority. The only thing they are good at is emptying your wallet.

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