ComplaintsforSmile Brands Inc

Dental Marketing

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Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of Transaction: 08/08/24 Date of phone call: 09/18/24 Deductible billing question
Business response
09/27/2024
A representative from Bright Now! Dental - Hollister will contact the client.
Customer response
09/27/2024
They were not professional the first time I talked to them about this issue - I certainly do not expect them to be helpful this time.
Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I AM 83 WITH TOP DENTURES, I HAVE 9 BOTTOM TEETH THAT NEEDED TO BE CLEANED, I AM A DIABETIC. THEY CHARGED MY DEBIT CARD ******, FOR ONLY GOING THERE ONCE. WHEN I ASKED WHY THEY CHARGED MY CARD SO MUCH FOR 9 TEETH, THEY SAID THEY WOULD REFUND 79 DOLLARS, THAT WAS OVER 1 MONTH AGO, NOT ONLY DID THE OVERCHARGE ME, BUT THEY HAVE NOT PUT THE 79 DOLLARS BACK IN MY ACCOUNT. IF THEY HAVE DONE THIS TO ME A DISABLE SENIOR, YOU CAN BE SURE THEY HAVE DONE THIS BEFORE. THANK YOU *********************
Business response
06/27/2024
A representative from Bright Now! Dental - *******/********** will contact the client.
Customer response
10/07/2024
ON AUGUST 2023 I WENT TO ONESMILE DENTIST ON CAVE CREEK TO HAVE MY 9 BOTTOM TEETH CLEANED, BECAUSE IT WAS FASTER THAN WAITING FOR MY INSURANCE. THEY CHARGED MY DEBIT CARD ****** JUST TO CLEAN THOSE 9 TEETH. I HAVE REPORTED THEM TO YOU BEFORE, BECAUSE AFTER I CANCELLED THEIR SERVICE THEY ARE STILL CHARGING MY ***** ACCOUNT 79 DOLLARS. YESTERDAY THEY AGAIN CHARGED MY ***** 79 DOLLARS. WHEN I CALLED THE MAIN OFFICE I WAS TOLD THAT IS WHAT THEY ARE CONTINUE TO DO, EVEN THOUGH I CANCELLED THEIR SERVICES AFTER OVERCHARGING ME ****** TO CLEAN 9 BOTTOM TEETH. I AM 84 AND DISABLE, AND IS ON SS, PLEASE ASK THEM TO STOP TAKING MONEY FROM MY ACCOUNT, WHEN I AM NO LONGER A CUSTOMER. THANK YOU **** ******

Refund.
Business response
10/16/2024
Hello,
Consumer has been contacted and we are working on a resolution.
Thank you,
Credit Services
Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
At the time of service, my daughter ******************, was covered under primary, secondary, and ******************* The office girls told me that they can only bill two insurances and wouldn't be able to bill the ********* Which I was fine with...until ************************* said, "Oh no, she needs a lot of work done, they can bill the third insurance, they will just have to hide one when they send it to ********* let's get all her work done while she's covered under *********" I was so thankful that they were able to do this, so I didn't have to make my daughter wait until the following year to get all this work done.******** has not paid anything since 05/2023 to this dentist. The last claim they submitted was on 07/10/2023 for a crown that I had paid out-of-pocket for, so I'm unsure how they were able to submit this or even WHY when it was known ******** does not cover crowns, but they could not submit the other services insurance didn't cover?On another note, every single appointment we waited for 2-3 hours to be seen and ************* was the only dentist and seemed very rushed. I'm now questioning if some of these root canals my daughter needed were the result of careless work by the dentist because they all resulted shortly after she had filings put in.I have not paid anything towards this $1068.81 bill because I've been trying to get them to fix it. I've called multiple times to get this resolved. I don't believe I should be responsible for this balance when ************* said to me on multiple occasions how great it was, I had ******** as a third insurance so we could get this work done all at once. I felt very pressured to do it. I'd just like the billing adjusted, as you can see from the email correspondence some claims were denied due to untimely billing, how is that my fault they didn't submit the claim in time? I was also instructed to submit the claim, on my own, but ******* does not allow that.Thank you
Business response
06/27/2024
A representative from Bright Now! Dental - Canton will contact the client.
Initial Complaint
05/21/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I keep getting billed for things that never happened. And when I call to correct the mistake, without explaining to me why they charged or overcharged me or speak inaudibly they take off a certain amount. This is coming off as insurance fraud and I plan to report this. If I dont get a phone call better explaining what happened i will be reporting this.
Business response
06/03/2024
A representative from Castle Dental - **********/*********** will contact the client.
Initial Complaint
05/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to Castle Dental on 1/13/2023 for a broken tooth. I was told they would need x-rays, possible root canal, and a crown. When I returned in February for the crown, I did not need the root canal. When I went to leave, I asked about scheduling a cleaning, I was told they would schedule the cleaning after my crown was placed. I said I just got the crown today, so can I schedule the cleaning...I was told the same thing again. I returned in July of 2023 to ask why I was being charged still and my insurance company said I was only to pay $452.00. I was told I was paying for another crown??? When I went in 1/13/2023 it was a broken tooth, 1 crown, and a possible root canal. I asked how long I would need to wait for a refund and when they would stop taking the money from my account. I was told they are short staffed, and they are not sure when I would receive a refund for overpayment, they took 2 more months out of my checking account. Today 5/21/2024, I still have not received a refund, a letter of apology for the over charge, or a phone call. I have included the bank withdrawals and my claims form from Delta Dental. What do I need to do?
Business response
05/22/2024
Hello,

A representative from Castle Dental - Clear Lake @ *******. One will contact the client.

Thank you,

Smile Brands
Smiles for Everyone!
***************************************************************
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bright Now Dental in ******** is an unethical dental office. They are forcing patients to do services that are not needed and not covered by insurance to increase their profits. And refusing to do basic services unless we agree to pay for unneeded services. This office should be put out of business for these unethical practices.
Business response
05/17/2024
Hello,
A representative from Bright Now Dental-Palmdale will reach out to the client.
Thank you,
Smile Brands
Smiles for Everyone!
**************************************************************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
9/2023 I Had bridges placed. Since the beginning they have been uncomfortable and painful. Ill fitting and of poor construction. I have suffered painful sores from biting down on my inner cheek. I have had clumps of bonding concrete/paste coming out. And an infection from food being trapped under the bridge. I have seemed an option from a different dentist and his opinion was that the bridge that is still in my mouth is poor quality with no se ure base. It actually fell out during a routine cleaning recently! They (Monarch) still have 2 of the 3 bridges in their possession that they said they were going to send back out for the 3rd or 4th time to the lab to be adjusted but its been almost 6 months now! I do not trust them. I no longer choose to do business with them. I need some help. I feel that I have been taken advantage of as a snior cit o on a fixed income
Business response
05/09/2024
Hello,
A representative from Monarch Dental- Village Dr. will reach out to the client.
Thank you,
Smile Brands
Smiles for Everyone!
**************************************************************
Customer response
07/26/2024
I am writing with an official request to REOPEN my case and to submit a rebuttal to Monarch Dental/SMILE Brands response. To date, I attempted further resolution with Monarch Dental and came to their office with an appointment for yet another attempt to have the poor fitting bridge (that has been in Monarch Dentals possession since November 2023) . I went in good faith to allow them to place the bridge for this one last time. (this would make at least 5 attempts since Sept 2023. They attempted to place it and immediately I could feel that it was still not fitting properly. I immediately was biting down on my inner gums. I asked them to remove the bridge. It is of poor quality and poorly fitting. I do not feel that any proper corrections were ever made to this bridge. The dentist agreed that we would not be able to remedy the issue with the bridge and The dentist offered to give Care Credit a credit/refund for the bridges on my behalf. Monarch kept the bridge and I accepted the offered resolution. But they have not honored this. The front desk manager wrote on a post it note the amount that would be refunded to Care Credit. I was told it may take ***** days to see the credit reflect on my care credit account. I have been in contact with Care Credit and as of today 07/23/2024 Monarch has not provided the credit. I have since filed a police report for theft of goods/services since they not only still have the bridge but they have not honored the resolution that was offered to me when I went back to the office. I am reinstating that I would like to either obtain a credit to be applied to my care credit account for the cost of the bridges or a refund to me directly so that I can pay off the care credit account. I have also continued to file disputes with Care Credit on a monthly basis with no outcome. I feel that I tried in good faith to be reasonable and allow them yet another opportunity to remedy this situation. Unfortunately, despite my good faith efforts, I was left yet again with a very expensive set of bridges that are not in my possession yet, I am expected to pay Care Credit for services that I ultimately did not receive in full completion. Thank you for your assistance

*********************
Initial Complaint
05/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for a teeth straightening service at Smile *********** in 2022. I was told the service would take 8 months to complete. Instead, the aligners did not work and I proceeded to get touch *** for the next two years. I got a notification that the company was going out of business, but that services would still continue. I was in the middle of completing my last touch up at the time, so I waited until I finished using my last aligner. When I saw that my teeth were still not straight, I contacted the company for an adjustment, but they were not responsive by that point. I tried calling, emailing, etc. If Smile *********** cannot complete my treatment, I would like a full refund for the service.
Business response
05/07/2024
Hello,
We are not associated with Smile ************ Please redirect client to the correct company.
Thank you,
Smile Brands
Smiles for Everyone!
**************************************************************
Customer response
05/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*****************************
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a clear aligner plan through Bright Now Dental in ******, ****. On January 11, 2024, I paid $800 down payment, financed $1000 on care credit (which I have already paid off), and financed the remaining $2800 for treatment through the company Smile Brands. Smile Brands debits my bank account by $168.03 monthly and has taken out three payments since financing totaling $504.09. In total, I have paid $2,304.09. I have received ZERO products from any of these companies and Im submitting this on May 2, 2024. I have asked Bright Now to issue me a refund, but I have not received any money or products. I have copies of all paperwork, which the original financial person never signed. I would just like my money back please.
Business response
05/14/2024
Hello,
A representative from Bright Now Dental will reach out to the client.
Thank you,
Smile Brands
Smiles for Everyone!
*************************************************************
Customer response
05/14/2024
I have already been in contact with a representative from Bright Now Dental. They are supposed to already have initiated my refund, of which I have received none.
Business response
05/14/2024
Hello,
Bright Now Dental has spoken directly with the client and are working to resolve the issue.
Thank you,
Smile Brands
Smiles for Everyone!
**************************************************************
Customer response
05/21/2024
I have received no payments or checks. In addition, Smile Brands is calling me to collect their debt, which tells me that my refund has NOT been processed.
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Bright now dental has overcharged me for 3 visits I've made with them for dental treatments. They have not refunded me for these overpayments despite several efforts to resolve this matter, including calls and messages from my insurance provider Met Life. The visits include December 28th 2023, February 19th, 2024, and March 18, 2024. For my visit on December 28th, they did not submit one of the codes for part of my procedure, and I paid for this procedure out of pocket, but the insurance covers this procedure code at 80%, which is $234.00. For February 19, I paid $238.20 but I was only responsible for $117.20 because they charged me for a code that was already included in the procedure, which in turn is an overpayment of $121. On March 18, I paid $957.00, but I was only responsible for paying $560.00, leaving a difference of $397.00. I've made several attempts to call this dentist and they don't return my calls and they said ******* did not call them. This is a total of $752.00 dating back to December, and the office has made no effort to resolve with me. More recently, they said they would send me a check for the Feb 19 and March 18 visit, but I have not received this and the insurance company has not received a submission of the codes dating back to December 28.
Business response
04/25/2024
Hello,
A representative from Bright Now Dental will reach out to the client.
Thank you,
Smile Brands
Smiles for Everyone!
**************************************************************
Customer response
04/25/2024
The business has said they will call me on numerous occasions and have not. They advised they would submit the codes for the December 28 visit electronically and Met life did not receive them.

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