Aspen Dental - Berlin, MD

Update: the actual location/staff/dentists/hygienist are AMAZING! I thought it was the front desk and it is not, it is the actual companies booking system. I was informed that corporate will move old existing customers around to put in new customers. The people who work here do not change it and do not like it but have to follow it. 5 stars to the people who work here, 1 star still to corporate for messing with people's time!
This review is only getting 1 star due to the front office scheduling. The dentists and behind the seens staff are Amazing. My husband has shown up for and taken off work for 2 appointments that he has been told were rescheduled without telling him. We have prepaid for services and they keep switching the appointment times. I can not get through to the actual office to reschedule since they canceled his appointment due to being "late" which he wasn't he was early actually. This seems to be the only place you get any response from ANYONE. Will the "owner" commenting tell me how I can contect them to get this resolved.

Better call and ask if you can be seen before coming here. I just drove an hour and a half because i was told i could be seen if i came in first thing Monday morning. Definitely not a first come first serve thing like i was told over the phone. Its a cancellation thing. If your lucky enough to get a cancellation after waiting around all day thats how you can get seen. No guarantee.. They refer you to other dental practices. So make an appointment or your going to be aggravated and turned away in pain. I am not saying they do bad work or anything its just not transparent when you call their office. Me and 5 others were just turned away. (Berlin MD) the receptionist was a little rude to make the whole visit completely distasteful. I was very polite. I dont believe this is the place for me unfortunately.

Great experience with this office! The entire team here made me feel comfortable and at ease throughout the entire visit. The late hours available make it easy to schedule appointments around your work day. I would highly recommend this office to anyone looking for a new dental provider!

Update- unfortunately, not good news and no change to my rating. A Regional Manager (or other high role in company) from Elkton, MD immediately called me after my initial post.
She said that she was going to contact the manager of that branch and have him resolve my $200 charge that I paid and shouldn't have had to. That was reason behind trying to contact them initially. Nothing submitted to my insurance. No contact from anyone since. I reached out to the Branch Manager using an email address that the Regional Manager had provided during our conversation. No response to that either. I guess I need to get ADA or some agency involved since nobody ever answers the phone at that branch. The main office couldn't even get them on the phone. I don't know how they stay in business operating in this manner....
1 star- scheduling and being able to contact someone at the Berlin, Md office.
I have had the same experience as many. Had a 9am appointment. Arrive early only to find that they info me that the appointment is now at 11. I showed them the email that my appointment was at 9 and they tell me that their system has "glitches" and that I'm not the first person that this has happened to (on the same day even). They asked if I wanted to keep the 11am or reschedule. I said that since I had driven almost an hour, I would keep the 11am. Are early only to be informed that they're running behind. Was finally seen about 11:40am.
Then, I have had not had success getting someone to answer the phone at that same office. I keep getting transferred to the corporate office only to have them tell me that they can't help me and instruct me to contact the Berlin office using the same number that I called to begin with. I told them that's what I was doing to begin with. These two issues are a ridiculous mess. They need to give them proper attention and get them resolved.
5 star- the attention that I received from the dentist and dental assistants once I made it to the back room was great (on both visits). Too bad my experience was so frustrating due to the administrative part of the visit.
Unfortunately, If I have the same kind of experience next time, I will be looking elsewhere......

The Dentist and support staff were most welcoming and attended to my every need in a friendly professional manner . Aspen Dental in Berlin Maryland is a 5 Star operation taking care on my dental needs from registration to X-ray and treatment plan . The dental plan suggested was direct complete and thorough. Front office staff completed the visit with sound advice and fast service . Great people great team !