Aspen Dental - Alton

Alayna Clark · 1 out of 5 stars · 6 months ago

I need to express several serious concerns regarding my visit. I scheduled my imaging appointment through the website and then called the office to confirm that I would be able to receive help with the severe pain I had been experiencing for three days. Your office was the only one within a two‑hour radius that could see me the same day, so I drove an hour and a half for the appointment. When I arrived, I was met with rude behavior from the front desk staff, which added to an already stressful situation. Once I was taken back, the staff explained that they could not provide any pain relief—which I understood from a medical standpoint. What I did not understand was why nothing at all could be prescribed or offered to help with the pain, especially since I explained that I was unable to be seen anywhere else until Monday. I also requested that my records be faxed to a dental office closer to where I live. The records department refused to call the dental office for a fax number or look it up, and instead only printed the records and handed them to me. This resulted in me being unable to get the records to my dentist in time due to their limited office hours, which pushed back my treatment even further. During this time, I had a severe panic and anxiety attack and stepped outside for approximately five to six minutes to call my support person. When I returned to schedule the treatment I needed, I was told I could no longer schedule anything because I had left the building, and that my appointment was considered “over.” When I asked about future availability, I was told that only two appointment times were available—and both were at unreasonable times. I am extremely upset and confused about why the office operates this way, especially knowing you are short‑staffed. That may explain some delays, but it does not excuse the way I was treated by certain staff members or the barriers placed in front of me when I attempted to schedule necessary care. Additionally, I have two full‑coverage dental insurance plans, so I am very concerned about why the estimated cost of my treatment was close to $7,000. I do not understand how that is possible, and I believe the pricing needs to be reviewed. Finally, I want to be clear that if I receive a bill for the imaging that was done—despite receiving no pain relief, no treatment, and significant stress—I will be extremely upset and will consider taking legal action if necessary. I am providing this feedback because my experience left me feeling confused, mistreated, and unsure whether your office is focused on patient care or simply generating revenue. I hope you take these concerns seriously and address them promptly. I wanted to take a moment to share feedback regarding my recent visit to your office. I want to begin by acknowledging the positives of my experience. The medical staff who assisted me were truly wonderful. They were patient, calming, and understanding during my panic and anxiety, especially given my previous negative dental experience. They explained my options clearly, and I appreciated the compassion they showed during a very difficult moment.

Gina Jackson · 5 out of 5 stars · a month ago

My son was seen by Aspen Dental in Alton, IL for a few appointments in these first couple of weeks of June, and I, his mother, although my husband and I live in Florida, want to share how the Aspen Dental staff - to include reception, billing, and his wonderful dentist and hygienist – went above and beyond to take care of our son’s dental needs by using the word T-R-U-S-T: • T – Thorough & Thoughtful: From the moment of the first phone call to set up a consultation, to the warm reception at the front desk, to the hygienist’s gentle approach, to Dr. Kleinschmit’s thoroughness and thoughtfulness on the best way forward with our son’s treatment plan (clearly communicating with him at each stage of his treatment) – our son was put completely at ease and made as comfortable as possible during each of his procedures, so that he could have peace of mind throughout the treatment he would be receiving. • R –Respectful & Reliable: Specifically, the Operations Lead, Megan Clevenger, was so professional and respectful of my time, working with me as if I were sitting with her in her office. I relied on her to help me get our son seen as soon as possible, and Megan worked quickly and was able to schedule two key dental appointments that very same day. Her diligence was instrumental in our son’s emergent dental situation being able to be addressed without delay. • U – Understanding: Megan also went over the entire treatment plan developed for our son at his consultation, to include payment options and appointment scheduling. She showed immense understanding and patience, contacting me via phone and email multiple times across two days to coordinate electronic payments and appointment scheduling. Her doing so made our son’s treatment a blessing and stress-free. • S – Supportive: Megan’s supportive energy shines through in everything she does. Her detailed explanation of the cost of each portion of our son’s comprehensive dental treatment plan was easy to understand and take action on, enabling my husband and I to assist our son in getting started immediately with his dental treatment. • T – Trustworthy Team: You have truly earned our family's trust and confidence! Thank you to the Aspen Dental family for taking such wonderful care of our son as your own. A couple of final thoughts: 1 – For her outstanding customer service provided to me and my family, Megan Clevenger is most deserving of a one-time monetary bonus AND permanent raise! Exemplary performance, such as I experienced in my interactions with her, are rare today… and refreshing. Bravo!!! :-) 2 – We are so impressed with how Aspen Dental, Alton, Illinois, took care of our son, that it validates my husband’s and my decision to change dentists during open season in November this year when we will join the Aspen Dental family here in North Pensacola, Florida. Again, Aspen Dental, Alton, IL, thank you! :-D

Christina Clark · 5 out of 5 stars · a month ago

I’ve gone here for a few years, at first it was good and then it went downhill a lot for a while and I almost stopped coming but lately things have improved and are better than before even. Everyone is nice and welcoming and things are no longer being forgotten or lost, which happened a lot in the past. And the appointments seem to move very smoothly and on time. It really does make a difference when the right people are there.

Isabela De Souza · 5 out of 5 stars · 5 months ago

I loveee going to Aspen dental! Was recommended by a peer to go to them after discovering a cavity & they took such good care of me! Numbed me before getting a shot and everything was a piece of cake! Both the Doctors and female hygienists are all amazing & personable, which made my experience feel so much more relaxing! an honorable mention is Lyric P she is so sweet and soft spoken! I forgot the name of the other woman who helped me today & the xray staff who have helped me in the past, but it’s almost like meeting a friend with how well our conversations flow and I always seem to leave their business in a joyous mood!! Thank you Aspen employees for being so great

Cynthia Rutherford · 5 out of 5 stars · 2 months ago

It's been one week since I had a deep clean and 3 teeth pulled. Everyone was empathetic and patient (I'm a big baby!🤣😂) They numbed me up real good and made the whole process as painless as possible. And the 3 teeth Dr K pulled? I was previously told they would have to be cut out (which would have been much more expensive). Huge appreciative shootout to Ms. Kerrie, Val, Dr K and everyone else from the check in desk all the way back!!☺️💚💜💚💜