I had my first appointment there today as a new patient. The woman that was in charge of my x rays was really unprofessional in my opinion when it came to the x rays where they have to place the one in your mouth and bite down and take multiple angles. This should be classified as torture cause we had to do this for a majority of my visit. She never explained to me how it worked and what to do (it has been a LONG time since I've been to the dentist). She first sized it for adults but my mouth is small, so she had to size it for children and then she would only tell me to bite. It was getting really frustrating hearing her tell me to bite when i was. I was biting down as hard as I could. Then she kept complaining about how i kept taking bad x rays and had to redo them. At one point she asked me how old i was, as if that had anything to do with anything. She was obviously being judgmental. Another time, she had told my boyfriend that "she keeps getting her tongue in the way" She never talked to me and explained to me anything. She only ever told me to "Bite" or "open your mouth wider". I was in pain, my anxiety began rising and i was getting extremely frustrated, so naturally I began to cry a little. She also kept mentioning the fact that i was using the children size, and i was still messing up the x rays. It's like she was blaming me the entire time, instead of telling me what to do or how it worked. Several times, i was in pain where she had placed it, it was either stabbing my gums or she placed it really far into my mouth and since i have a horrible gag reflex, i was gagging on it. Afterwards, once we finally got all the x rays done, She took me back to see the doctor. He looked at my teeth and told me what i had to do to get them fixed. I came in with a broken wisdom tooth. I should have gotten a cleaning today however their hygienist wasn't there cause she had already left for the day, so now i have to return on Thursday to get that done and to go over my payment plan. I will update if need be for the future. All in all, my first visit wasn't great. I never want to get x rays done here ever again. read more

DO NOT consider this business. I went for a consultation. Office submitted request to ins co. Office called and said it was approved, what I had to pay upfront and made my appt. Few weeks later they send me a bill for $4000.00!!! Said the work done was NOT covered by ins. Got a notice that if it was not paid they will send to collections. Corp said local can stop it. Local said corp is the only one to do that. Ended up having to get a loan to pay. They can charge you whatever they want without your prior approval. read more

STAY AWAY 20 years ago I worked in "admissions" for a for-profit college. I had a background in education and did not realize I was simply becoming a salesperson. Just like for-profit colleges are not real colleges, Aspen Dental is not a real dentist office, it is not a medical facility, it is a used car dealership selling you unnecessary dental care at shockingly high prices. I am not a regular dentist visitor. I go every few years. I brush twice a day. I floss regularly, I use antibacterial mouthwash. Every time I've visited a dentist they did a checkup and cleaned my teeth. Some attempted to sell me tooth whitening, some attempted to sell me invisible braces, but all of them provided basic medical care. My visit today was a rushed process. The dental hygienist started talking about a "deep clean" before she ever looked at my mouth. She rushed through an odd ceremony of calling out numbers while poking my gums. The dentist came in and half heartedly looked at my teeth while talking again about a "deep clean". I have actual tooth pain and he couldn't be bothered to go to the left side of my face to look at the tooth that was hurting. Everything would be solved by this magical "deep clean". Oh, and the hygienist and dentist never made an effort to position themselves so I could actually see their face while they were talking to me. Then the office manager came in. She took me to her desk to discuss this "deep clean". This is where I found out it was going to cost me $1400 AFTER insurance. I asked for just a regular clean and was told no. So I walked out. It was nothing but a sales job under the moniker of a dental office. I don't think the people in this office are evil. I have worked in high pressure sales before. They have a quota. They have to sell us "medical care". They are kind, but they are also stressed by corporate pressure to the extent they cannot care about the patient. Do the office staff a favor: STAY AWAY Go to a real dentist who will provide you real care. Utilize the free market so this place shuts down and the kind people who work there can get jobs at facilities that actually provide care instead of fleecing people who need help. read more

Stay away from this place like the plague! They are absolute money grabbing crooks. Their "policy's" play along with how many times they can get you back in and how many times they get you to open your wallet. I have never been to a dentist this incompetent. "No surprises, GUARANTEED". WHAT A JOKE! I don't place many reviews, most being positive, but this place has made me loose my patience and trust. Please take heed of my advice and find a family owned dentist that actually cares about their patients and aren't obviously influenced by cooperate greed. If there was a ZERO star option, I'd select that. Complete waste of time and hard earned money. Never again! read more

The service was excellent, but they charge way too much to the point it's worth a BBB complaint and I will be alerting the Maryland Attorney General's Consumer Protection Division---to take a hard look with their charging methods relative to the materials they use. For example, they do not use a Porcelain or Ceramic type crown composite, but, they sure charge like they do. I kind of hope this business gets pounded for this type of over charging. read more

They never could get my dentures right. I am having to go to a different dental practice because of this.

I went in needing a tooth filled. Left with them wanting to crown 4 teeth. When I said no the said they could pull them and give me a partial plate because I'm already missing 6 teeth. I asked about removing them all and giving me a full set. The dentist refused. She then said she guessed she could just fill them if I didn't care if I lost them in 2 years. I'm not interested in spending $3000 on crowns that will break off (I've had them). Or in purchasing a partial plate so I can go back for a full plate later. I won't go back. read more

I would choose 0 stars if possible. Without writing a dissertation of my complaint I will simply sum it up in a few points: dental malpractice-left a piece of a broken tool in during a procedure and neglected to mention/offer to fix it at that time when went to a reputable dentist a month later because of concern, they compared the work completed at Aspen to dental work completed in a 3rd world country refuse to cover additional costs I paid and will need to pay to have the tooth pulled and an implant because the damage is too significant to repair (did I mention 3 rounds of antibiotics to hold the infection at bay while I await an appt with an oral surgeon?). They stated that's all they can offer because they offered to fix the problem. Umm, yeah and I should trust you to fix it like you caused the problem in the first place?! read more

This place is a joke! I called them in the morning and explained i could not get into my regular dentist and was referred to Aspen Dental. The closet location could not see me today so they patched me through to the hagerstown location( 2 hours away because they had an opening.)i explained to them that I had a tooth that I needed pulled. No problem . We'll long story short... they tried selling me dentures, I stated no I only need 1 extraction... she then gave me another price after telling me the total for the extraction when i called them. When that was a go asked for a 60% down payment and we would reschedule. I would give them a negative number if I could!!​ read more

Aspen Dental of Hagerstown lied to me and told me my initial appointment and x rays would be free. I confirmed that both the visit and x rays would be free when I arrived for my appointment and before the x rays were taken. Then they billed me for the visit and the X-rays. I called multiple times to try to correct the incorrect billing and they stated that because I had a dental savings plan that they had to bill me for the visit. I am not sure how businesses like this can just flat out lie to their customers. read more

Total waste of time this place. I made an appointment one week ago, they sent 5 automated texts and 3 emails to confirm. The email links were all broken and Showed up as an error. I confirm using the text link and got a text confirming my 10am appointment. I drove from 20 mins away because my local office was filled. As soon as I walk in the waiting room is filled with waiting angry people, and the receptionist said did you get our calls? I said no and even showed her my phone where I have zero calls from Aspen dental. I showed her where I only have texts confirming my appointment. She said well new patients have to have a verbal confirmation, we put down to reschedule you because you didn't verbally confirm. Okay so what exactly was the point of your automated texts to confirm? And why didn't you verbally confirm my reschedule before deciding on that? Wouldn't a verbal confirmation be my verbal appointment scheduling one week ago?? I verbally confirmed with her I won't be returning. Thanks for saving me from any more BS with this place. read more

Horrible place... i was scheduled for 7:00 am and they opened on google at 7am yet when I arrived I was rudely told that my appointment was at 8 (as if this was my fault) i waited than i went in as a NP and they tore my gums apart taking their 100 X-rays.... i than was told I would get a call to schedule my cleaning.........3 weeks later I am still waiting for my call back to be schedule since that was what I was advise but clearly they don't need my business read more

I was incorrectly billed. I have a ppo dental insurance that should have covered my exam, xrays, and cleaning with flouride. They charged me $115 for an exam and xray without cleaning. Normally I am not charged for this with my insurance at other aspen dental locations, I have a ppo that is fully covered. Then to even schedule my cleaning they charged $80. I called my insurance company to find all of this is incorrect. I cancelled my cleaning and asked to be refunded the future amount. I am waiting on a detailed bill with medical codes to call my insurance company and will have to file a claim to get it fixed. overall a horrible experience. I would not recommend. read more

Please, do not go to the Winchester, Virginia location. They never return calls and they give you inflated estimates for their bottom line. Also , you ask for a detailed list and they only give you numbers there is no named service and procedure mentioned only $$$ amount and they are not transparent. Thank "GOD" I only owe $30.00 for An Oral Cancer Screening, which I am going to pay in "Good Faith" full payment by Friday July 07, 2023, in Cash ... if not before please beware the treatment is profoundly unprofessional , disrespectful and unfair. That is my black female lived experience. There needs to be retraining on HIPPA Law my rights were violated in the worst way!!! The only reason there is (1) star to allow me to share my story/ lived experiences, otherwise there would be NO STAR. read more

BELOW STANDARD RATING. Very unprofessional staff. Will schedule unnecessary appointments for unnecessary procedure. Wanted wisdom teeth removed for two teenage children before focusing on cleanings and general dental needs. After leaving facility it's been over a month to have accounts closed/ reimbursements to be made. Staff hung up the phone and would not answer when calling back. read more

Zero stars button needed. Biggest waste of time I have EVER seen in my entire life. Whoever thinks this business model was a great idea is delusional. They schedule your first appointment to take 1 Million Xrays. They develop a treatment plan for the NEXT freaking visit.....as if this was not a day I had to take off work to come into their office. I am to await a payment and treatment plan. Nothing I wanted done was accomplished today. I came for an annual cleaning Nd they are fitting me for Invisalign though I didn't express interest in that service. They treat you for the upswell and string you along. Waste of my time because they could have explained when the appointment was made that this was their mode of operation and I could have chosen then if I felt like expending two days to get work done that takes one visit any other place. The staff was kind and professional, but I am sure they have heard these gripes before. Update: Our follow up for the simple cleaning was scheduled for tomorrow 25 Feb. The office called at 2 pm on the 24th to say the Hygienist would be out tomorrow and they needed to reschedule us for 23 March. A MONTH from now. Now this is on top of the initial reschedule at our first appointment, which I did not include in the review bc I had forgot. The first visit they rescheduled us saying the computer was down or something similar to that. So the pattern seems to be, overbook and reschedule people if not enough cancel. This place just keeps getting worse. Update #2 4 March 2021 Aspen Dental called today to inform my their hygienist has resigned and therefore they would have to reschedule me at some future date, which is unknown at this time. I suppose they will not be cleaning any teeth until they find another hygienist. Their business practices and business model are inefficient. Every time I post a review I get a new call pushing my appointment out further and today cancelling my with a need to reschedule my 23 March appointment but with no idea as to when they would be able to schedule that appointment. I'll save them the hassle and take my insurance and business elsewhere. She also did not offer to check any other surrounding locations for the inconvenience their staffing issues may cause. Bad,bad business. read more

This has been a horrible experience for my husband. He had all his teeth extracted and they built upper and lower dentures. Since day one, they have never fit properly. Hes lost more than 50 pounds due to painful chewing. Yesterday, his bottom denture broke in half and the soonest they say they can see him is in 22 days!! DO NOT GO THERE! read more

I broke a tooth. I had to wait two months to get in to Aspen Dental. No one else accepts my insurance in my area. Seems kind of emergent IMHO. They told me to be there at 1:45 for a 2pm appointment. I sat there for an hour and a 1/2. They took 7 patients before me when I was there first. No explanation. Meanwhile, I do have anxiety about the dentist anyway. This lack of professionalism didn't inspire much confidence. I told them I was leaving and going somewhere else. The receptionist made a face. I left. Do not go there. read more

ZERO stars. The customer service at this location is absolutely HORRIBLE. This place does not care about their patients AT ALL! They keep their phones off the first hour they are open, during their lunch time, and an hour before they close. When their phone is off, they do not have their voicemail on either so you cannot leave a message. Even when their phone is on, they do not answer it. My husband had a dry socket after his wisdom teeth were extracted - which is considered a dental emergency. It was causing him severe pain and he was trying to reach someone for hours to request a prescription for pain. He even called the main number and they had to send this location an email because even the main office couldn't reach them. He finally had to actually go into the office to speak with someone. Gets to the office, THEY WERE CLOSED AN HOUR EARLY. My husband had to go to the urgent care. Again, this place does not care about their patients! read more

No problems at all!!! It's to where my hubby wants to come here too but he has to wait til he's on my insurance first! Btw, what are your lunch hours? Do u all take time off for lunch Ex: 12:00-1:00 lunch break? read more

They treat their patients like family. You can tell they all love their jobs and create a friendly environment

I went to my first visit and had x rays and the dentist Dr. Lui made a dental plan. So then I came back less then 2 weeks later for a deep cleaning and a few fillings like then plan said. First when I arrived they said the Dentist Dr. Lui was running late like she always does. So everyone in the office had to wait to be seen. Then when the dental hygienist saw me she did my deep cleaning. She was really nice and was friendly. Then I went to the next room and waited for an hour and a half for the dentist Dr Lui to see me. Then when she saw me, she said I needed to get some more x-rays again. Then I had to wait 30 mins til she came back after I got the x rays ( which I had already got a ton of x rays at my first visit less than 2 weeks ago). Then when she came back in the room she changed the plan and said she couldn't do the fillings and referred me to an endodontist. After I wait 2 hours to get fillings the she initially said I needed from the first x rays. Wasted my whole day off, and didnt even get what i was supposed to get done. Stay away from this place. read more

Had an appointment at 3. Sat in the waiting room for 2 hrs. No one came out and said anything about being behind. Then I went into a room where I sat for another hr. I wouldn't have said anything had it ended there. After spending 5 min in the room telling me what needed to be done, the Dentist went home before even doing my temporary filling! My tooth broke off and I'm in pain. Worst service I have ever received in a dental office. Would never refer anyone here. Would leave a 0 if I could. Wasted 3 hrs here to get nothing done. Asked for my x rays on the way out so I can go somewhere else and no sorry or nothing!! Run from this place!!!! read more

Don't waste your time. I was a new patient so I scheduled an appointment to look at some cavities that were starting to become a problem. The wait time was 2 months which was understandable but on the day of my appointment, after I called to confirm a few days prior and after I received a text message confirming my appointment time, I called again just to make sure and they told me that they had to reschedule my appointment because the dentist was leaving early, with the next available appointment over 2 months away. I told them no thanks I would have to find another place and the woman on the phone just said 'okay' and hung up on me. read more

I went there with high hopes they would help me I had to go back with unnecessary trips because things weren't going well I kept seeing signs yhat smiles were important to them but I left crying many times read more

This office is ridiculous! My cleaning appointment was set up 6 months ago. They wait until 2 days before my appointment, to call and leave me a message that, "your appointment was placed in the wrong column so we have to cancel". How the hell is that my fault! Incompetent scheduling is what it is! My husbands appointment was at 11:30. It is now 1:15 and we are still here because they need to schedule his next cleaning appointment. Most normal offices schedule that when you finish but not here. They return you to the waiting area and then call you back to speak with the scheduler. Total lunacy and a waste of our time! He's been waiting out here for 45 minutes! This office is terrible! One star is too good for them! Run as fast as you can away from this place. read more

Won't go back. Trying to figure out how to add a picture of the bruise covering half my left jawline -- and nowhere near the tooth they pulled. I'm no wimp when it comes to pain, but I shouldn't leave the dentist's office with a split lip and looking like I've been sucker punched. read more

I visited aspen dental in Hagerstown MD as a referral from a friend. I have no dental insurance. The office manager worked with me and got me a very affordable payment amount. Everyone from the front desk to the doctors are amazing. They all make you feel extremely comfortable and not stressed. I have extreme anxiety of dentists and I felt so at ease after 5 minutes of meeting the staff and the doctor at my initial consultation. I have been to other dentists in my area that I did not feel we're personable at all and I felt completely at ease. I am extremely happy with the customer service and the dental work I received. read more

Made an emergency appointment due to abcess. Due to a cancellation the dentist decided to pull the teeth. My husband ask three times if this was safe due to the infection. Was told it was fine. By 9:00 that evening we were in the emergency room. He was admitted for cellulitis. Neck swelled up so bad it was pushing his throat closed. Spent three days in the hospital on IV antibiotics. Infectious and Disease doctors said those teeth should not have been pulled until the infection was cleared up, pulling them caused it to spread rapidly read more

Wait time is over the top here. Went in for a scheduled one hour appointment that took two hours. I was taken back quickly but it still took forever to have everything done. Seen the doctor then the hygienist which took over 30 plus minutes. Then was told I would need to pay for a deep cleaning before I could have any of the work done which is exspensive. Upset that they did not let me know this appointment would take almost two hours and that I can't have anything done without a cleaning. Wait time for everything was over the top at this place. I know it's not anyone's fault and they are busy but to sit and continually wait for the one doctor or the hygienist or for the other girl to have free time to come back so I could ask how much longer was off putting. I had to just leave because of the wait and work. I'm not sure how they schedule here or what is happening but the wait times can be difficult when you have things to do after. Time to find a different dental office. read more

Too many visits to get something done, prices changed all the time and then received a $200 after I had paid in full. The also lost their one and only hygienist. Causing major scheduling issues. read more

Came to Aspen Dental because it's one of the few dentists in the area that accept my insurance plan. For all three appointments I've had here, I've waited over an hour past my scheduled appointment time and was charged $10 over my co-pay amount that is stated right on my insurance card. I was told at my first appointment I would need all four wisdom teeth pulled, and they quoted me $1,500 for the procedure. I asked for a referral to go to an oral surgeon closer to my home and was quoted only $550. Save your money and go elsewhere! read more

I went to Aspen Dental for a $30 (copay) cleaning and exam. At checkout I was billed $350. They had added extras that were not needed and not explained. And they charged extra for scaling which was supposed to be included with the $30 copay. My wife has been treated twice. In EVERY case, there have been ongoing billing disputes. Are they swindlers or just incompetent? It doesn't matter. Just stay away. read more

Please use another dentist. Aspen dental is nota place you want to waste your time at. My first appointment was canceled the day before I was to arrive at the office, so, ok I get it, no big deal. reschedule a week later. Get to the office and wait 45 mins. just to be rushed through an x-ray process, and I mean rushed. Then back out to the waiting room. Another 45 mins. gone. I wasted almost two hours to be seen by anyone who could help me. I am in need of implants and veneers, a high dollar client. The receptionist finally called my phone at 7 pm to find out if I was out in the car waiting still? My appointment was 4 pm. This place was chaos, pwoplw arrived after me, were seen ahead of me. Now, I understand if there are emergencies, and yes there are. But no one came out to say, hey we are backed up right now. please be patient. Nothing was disinfected, and no one had any sense of what was going on. nothing. you are a number here. I guess thats their business model. use a local dentist if you can. skip this mess. I won't be going back. read more

I advise no one to pay up front. I paid up front for a procedure I didn't need. Then due to me not being able to get financing, I was told they don't accept payment plans at their office. I was told I need a co- signer or get a loan. When I was not able to, my over $800 prepayment has still not been returned to me. It's over 30 days and I'm still waiting. I asked Allison if they credit my bank account since I paid with a debit card. Allison told me it would be 10 days before I'd get a check in the mail. I waited two weeks, nothing. Then Allison told me it would be the middle of next week. Once again I waited two weeks, nothing still. I called the patient satisfaction number. I currently am waiting from whoever is suppose to resolve this issue. If this doesn't work, they'll hear from my attorney! read more

I'll first start by saying, this was not my first choice of a dental office, but it was the only office within a 50 mile radius of my house that accepted my insurance. One thing I was pleased with was how quickly they got me in. Everything else, I was displeased with. I went for the first visit (which I thought was a cleaning) turned out to be rads and an evaluation (and evaluation where I think they try to see how much money you have to swindle you out of later). After the initial evaluation, they told me it was going to be about $600, and I could pay half now and half at the end. They made me come in 6 more times, one for cleaning, 4 for fillings, and one for another cleaning (because my teeth were apparently so bad). I think it was just to get additional office visits out of my insurance company because every other time I have been of the dentist, they have done the evaluation and cleaning in the same day!! And got all my fillings done in one visit! Each time I came in for an appointment they kept asking for more and more and more freaking money! I kept asking for them to show me where they came up with these numbers and they would just look at me confused as ever. I needed my teeth cleaned and filled, so I ended up paying over $800 out of pocket in the end, and now my teeth are more sensitive and feel worse than when I walked in there to begin with!! DO NOT GO TO THIS PLACE UNLESS YOU WANT TO BE SWINDLED OUT OF MONEY AND HAVE WORSE TEETH. You can bet as soon as open enrollment happened at my work I changed dental insurances and I will never be back to this place. Please beware. read more

I was visiting my parents in Martinsburg, WV today when my father broke his tooth. So I looked online for a dental facility that offered emergency care. I came across Aspen Dental in Hagerstown (https://www.aspendental.com/dental-services/emergency/?utm_term=emergency%20dentists&utm_content=Emergency?utm_campaign=MD%20-%20Hagerstown) that advertised "WALK-IN EMERGENCIES ARE WELCOME IN THIS OFFICE!" Hagerstown is about 20 minutes from Martinsburg, so I figured it would be no problem to get there in time. The time was 5:05 PM and the office was listed as closing at 6 PM. I was heading to drive my father to the facility when my mother suggested to call ahead (I figured the advertisement read "walk-ins welcome" and it was not necessary). When she called, the receptionist said they were about to close. After much back-and-forth, my mother insisted she ask the dentist if he would stay later. The receptionist said if we arrived by 5:30 PM, the dentist may be willing to see my father. By this time, there was no way we could get there by 5:30 PM (even though the hours are posted as 6 PM) My father will have to suffer through the night. He will see another dentist. Aspen Dental should not advertise "Emergency Dental Care". If they had not, we would have never contacted them. Apparently "Emergency" means come by tomorrow and don't stop by an hour before we close. read more

Set an appointment, arrived 15 minutes early to sit for another 20 minutes before being called. Upon making contact with their scheduler, she told me that they were backed up for at least an hour. So...I was pissed, thinking they should have called me prior to my arrival and relaying this information. Anyway, probably won't return, and would advise others not to. Not the lady's fault, but there's gotta be some kind of checks and balances of ensuring customer satisfaction. A quick call would have sufficed for me. Thanks...K, Bye. read more

No star to be given. Horrible customer service, unprofessional staff, and extremely dishonest. Scheduled appointments they cancelled and took Months to get rescheduled . Once an appointment was in place they cancelled. Dr. Not available, X-ray machine not working, and a power outage. The list goes on I wouldn't recommend this office to anyone and will Not ever go Back read more

Same thing happened to me. They claimed they called to cancel bc the hygienist was out but they never called me. And the amount of time I've had to wait is ridiculous. You will need to plan at least two hours to be there just for a cleaning. I walked out while sitting in the chair waiting for the dentist and will not be returning. read more