For Sharyl Tubbs, what started as a simple toothache quickly turned into a nightmare.
The Seminole resident said she went to Aspen Dental Clinic in Midland, hoping to receive treatment as early as February 2024. Instead, she was told all her teeth would need to be removed and encouraged to pre-order a $10,000 denture package.
“They didn’t even try to fix the painful teeth,” Tubbs said. “They said the only solution was to remove all my teeth.
I trusted them because they were supposed to be professionals.” Her husband, Jeff, described the following year as “hell.”
“They removed her teeth without proper pain management,” Jeff Tubbs told 6NEWS. “They left broken roots in her jaw and didn’t even remove one of her wisdom teeth.
The dentures never fit properly, and every time we went to the dentist, we were treated to a different dentist who had no idea what she was doing.”
Tubbs said she suffered from repeated dry sockets and her dentures repeatedly failed.
“I couldn’t eat, I couldn’t laugh, and I cried every day,” she said. “Every time I complained, it felt like it was my fault.”
The couple claims that when they requested a refund, the office staff became hostile.
“One woman actually yelled at me and asked if I just wanted a refund,” Tubbs recalled. “I said yes, and they called the police as if I were a criminal.” Ultimately, they paid over $10,000 and only received a refund of about $1,100.
“They randomly deposited $139 into my account and sent me a check for $941,” she said. “Meanwhile, their records showed I received a full $10,000 refund—but I never saw it.”
The family subsequently went to a local dentist and spent another $30,000 on oral surgery and dentures. “We had to start all over again,” Jeff said. “It wiped out all our savings.”
They now hope Aspen Dental Clinic closes. “I don’t want anyone to go through this again,” Sharer said. “They don’t care about people, they only care about money.”
The Tabb family is not alone.
Patrick Hicks of Harper, Texas, described a similar situation he encountered after a routine visit to Aspen Dental Clinic in Coralville. For nearly two years, he spent thousands of dollars, only to endure constant frustration.
“I had a broken tooth, so I went to the clinic,” Hicks explained. “They told me I had gum disease and recommended removing 11 teeth from my upper jaw.
They installed dentures that same day.” He says the procedure cost over $5,000, but the dentures never fit.
“No matter what adhesive they used, the dentures wouldn’t stick. They looked like horse teeth,” Hicks says. “I never signed any contract because they never offered one.”
For the next 18 months, Hicks made numerous visits, sometimes spending hours in the chair, but could not find a solution. At one point, he was told the only way to eat solid foods again was to get dental implants for $8,000.
“They took my money and left me miserable,” he said. When he requested a refund, the clinic claimed the warranty had expired, even though he hadn’t signed anything. After reporting the complaint to Aspen Dental, he received only a partial refund of about $1,170.
“It felt like a slap in the face, but I took it, thinking I wasn’t going to get anything,” Hicks told 6 News.
Hicks later went to another dentist in Hill County, where he finally got dentures that fit properly and can eat normally. “I had steak today,” he said with a laugh. “I haven’t had that in months.”
Hicks and the Tubbs couple hope to alert others to Aspen Dental Clinic.
“I truly believe in Aspen Dental’s ability to guide people toward their financial goals,” Hicks said. “I don’t know how they can look in the mirror every morning. My mission now is to warn as many people as possible: Go to a reputable local dentist.”
Last year, KCEN Channel 6 conducted an investigation in which over 100 viewers shared similar stories of painful treatments, billing disputes, and unfulfilled refund promises.
Aspen Dental has faced legal challenges nationwide, including a $3.5 million settlement in Massachusetts for misleading advertising and unexpected charges for “free” services. In July 2025, the company reached an $18.7 million settlement in a data privacy lawsuit.
Aspen Dental released a statement regarding the latest complaints:
“Each Aspen Dental clinic is owned and operated by licensed dentists who have complete clinical autonomy to provide personalized treatment tailored to their patients’ individual needs.
Due to federal privacy laws, we cannot comment on individual patient care, but we take all concerns seriously.
The clinic has clear processes in place, including a denture money-back guarantee and warranty program, to promptly address patient dissatisfaction. Over the past year, we have implemented initiatives nationwide to improve the patient experience, including an enhanced refund process and new training programs for staff and clinicians. We value all feedback and remain committed to continuous improvement.”
For the Tabbs family, however, the damage was done.
“They ruined my health, my smile, and nearly ruined our finances,” Sharel said. “Without
