ComplaintsforHealthcare Finance Direct, LLC

Payment Processing Services

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Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 14th I signed up for a free 30 minute session to see what it was about. I was convinced in that meeting that they would be able to fix my teeth. I was promised a full set of aligners with help along the way from a professional. I was told they would be watching my treatment closely and if any issues came up they would be able to help. I was assigned ************************************* and received a welcoming message. After this welcoming message, there was no contact from this doctor. I was told there would be check ins but there was not a single check in. Also, if any aligners that didn't fit or went missing would be replaced. I had aligners lost and broken that were not replaced. I was supposed to receive a final aligner to finish it off but that was also not received. There was a reminder that i relied on to tell me when to switch but that completely stopped after the first five or six which also threw off the treatment.
Business response
08/06/2024
Hello ******,

We received Kmani Bute complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore,HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
08/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
08/01/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I signed up for Smile Direct Club the process was smooth. I Reached out to them in September of 2023 because the process had not worked on my bottom teeth and they were suppose to send me new aligners to correct them as they had a lifetime guarantee. I never received them before the company shut down. My contract was never fulfilled and I am being charged every month by HDF. I have been working with my bank to contest the charges but am getting phone calls from HDF telling me I owe them and they will send me to collections. I believe, due to a broken contract that I am owed my payments back or they should atleast cease collecting what remains.
Business response
08/05/2024
Hello ******,

We received ***************************** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately,at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore,HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
08/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The only satisfactory response will be that SDC broke contract and I do not owe any following payments and am due compensation for what has already been paid for a service that was not rendered
Initial Complaint
07/29/2024
Complaint Type:
Sales and Advertising 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.
HFD is working directly with a business that is no longer is business, Smile Direct Club. My daughter started the aligner program with them less than a year ago, because they were having an unbelievable deal. we got the email that they were closing and not keeping up with their lifetime guarantee. My daughter has used all of her trays, but her gaps are NOT closed. she cannot continue with her planned treatment of permanently fixing her missing laterals. "****", "**************", told me today that they were working on a resolution, but that I still needed to make my payments to them. HFD is not the finance company, they were just the company taking the payments for SDC. "****" had to backtrack when he slipped with "We are the finance company... uhm...no, we are just the company handling the payments." They need to discontinue taking payments for a client that has no intention of holding up their end of their contract. I made my payments until my daughter's gaps were not closing, and I couldn't get them to help me with, since they discontinued care. There is no backup orthodontist that we can go to, unless I pay them. Something has to be done. They cannot say that they are just collecting money for a bankrupt business. This isn't right.
Business response
07/30/2024
Hello ******,

We received *********************** Complaint. We apologize that the customer was placed in this situation and that SmileDirectClub is no longer offering aligner treatment, in-person and telehealth check-ins, on-going customer support, and access to retainers' post-treatment. Healthcare Finance Direct (HFD) is doing its best to navigate through SmileDirectClubs bankruptcy and we are focused on being a trusted resource for all SmileDirectClub customers. Currently, the Retail Installment Contract and payment plan are still active and valid. If the customer has received all aligners and completed their treatment plan, they are obligated to continue paying for the full set of aligners they have already received per the signed Retail Installment Contract. To the extent that the customer has requested a refund and has complied with the SmileDirectClub return policy, HFD is working with other interested parties to address such refund requests.

Healthcare Finance Direct (HFD) is doing its best to navigate through SmileDirectClubs bankruptcy and we are focused on being a trusted resource for all SmileDirectClub customers.Unfortunately, since ******************************* has ceased global operations, the lifetime smile guarantee which provides an additional set of aligners annually provided that the customer purchases two retainers annually, is no longer valid.? As for the refund policy under the Lifetime Smile Guarantee, the interested parties are working on ensuring that the 30-day full refund and the pro rata refunds past 30 days are still honored.?

At this moment, we are unable to process any balance adjustments, cancellations, and refunds since these are determined by the provider. HFD will continue to work with the other interested parties to determine a solution. When we have an approved process that has been directed to us by the new creditor, we will provide more information to SmileDirectClub customers.

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you

Customer response
08/07/2024
I am rejecting this response because:
The gaps are not closed, and we are unable to have their drs look at her teeth to even continue treatment. We are paying for a lifetime guarantee and we are not receiving the services that we believe are still owed. SDC has abandoned their patients during treatment. Waiting for another creditor does not satisfy the agreement.

Business response
08/08/2024
Hello ******,

We received *********************** rejection. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately,at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

********************** (HFD) is doing its best to navigate through SmileDirectClubs bankruptcy and we are focused on being a trusted resource for all SmileDirectClub customers. Unfortunately, since ******************************* has ceased global operations, the lifetime smile guarantee which provides an additional set of aligners annually provided that the customer purchases two retainers annually, is no longer valid.? As for the refund policy under the Lifetime Smile Guarantee, the interested parties are working on ensuring that the 30-day full refund and the pro rata refunds past 30 days are still honored.?

At this moment, we are unable to process any balance adjustments, cancellations, and refunds since these are determined by the provider. HFD will continue to work with the other interested parties to determine a solution. When we have an approved process that has been directed to us by the new creditor, we will provide more information to SmileDirectClub customers.

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/26/2024 I received an email on this date stating that I must pay $146.86.They did not list the provider nor did they list the date of service. They did not list these because I have never used these people.I have no idea who they are and I have no outstanding debts to any providers. So this is an attempt to collect a debt that is not an authentic debt of mine. Therefore this is a fraudulent claim saying that I owe them money for something that I never received.
Business response
07/29/2024
Hello *******, We have received your complaint and have attached a copy of your Financial Agreement. We, Healthcare Finance Direct (HFD), are the payment processing company for the provider Ideal Image of Ohio, LLC. We show that the account is currently past due in the amount of $146.86. We show that this amount owed is the final payment on the account to have the account paid in full. If you are able to confirm the last 4 of the card we have on file we will be able to process that final payment or you may give us a call at **************.
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received my aligners in Oct 2023 and by early December, they already weren't fitting. I was waiting for my first check-in that I thought was coming up to discuss the fit - it never came. When I found out SDC shut its doors and learned of all the past lawsuits regarding their business practices, I immediately made an appointment with my dentist. They recommended I discontinue the already ill-fitting aligners. I reached out to HFD via email the first time, then intermittently through phone calls over the last 6 months because paying almost $100 a month on something that ultimately proved useless to me is asinine, ESPECIALLY in this economy. I simply cannot afford to continue paying for this and my patience has run out. There's no resolution coming.
Business response
07/29/2024
We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed. Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Smile Direct Club went bankrupt in the middle of my treatment and I never recieved my aligners.I have financed $771.40 so far for a service I was never given.I signed up thinking I would be getting a service to completion but that was never given.HFD (Healthcare Finance Direct) refuses to give me a refund or even place my account on hold/cancel it. This is robbery, and they have not attempted to bring a resolution.I need my money back and I need to STOP making payments to HFD.
Business response
07/26/2024
Hello ******,

We received *************************** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you

Customer response
07/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started my treatment in September 2023, I have had concerns before smile direct filed for bankruptcy. I cannot fit my retainers i have received and I am still paying the payment *****. I have called to discuss that i am not receiving any help with my retainers so I should put my payment on hold until further notice. I am not receiving the full services i signed for. I am requesting that HFD will not send my account to collections and put my payments on hold. I would also like them to stop harassing me about a company that isnt helping me at all.
Business response
07/24/2024
Hello ******,

We received ********************* complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
07/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for smile direct plan with the promise and guarantee that I would have a lifetime guarantee. I was also promised access to talk to dentists about my treatment along the way, and the ability to make any necessary adjustments. Since smile direct is no longer in business, I can not complete my treatment, because I need more aligners for adjustments. I can never recieve the services I agreed to, and there was was a complete tract signed, that promised me these services.I am requesting all my future payments be out on hold, until a resolution is found. Because I believe it is completely unfair and unacceptable to expect me to keep paying for a guarantee that I will never receive. And the frequent mentions of collections in emails for not paying for a service I cannot have is inappropriate at best.
Business response
07/24/2024
Hello ******,

We received ************************ We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Business response
07/24/2024
Hello ******,

We received ************************ We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.??

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
07/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the time being.
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In April of 2023, I purchased the aligners for my son with an agreement with this company through Smile Direct Club for a total amount of $2,513.53. Smile Direct Club promised a lifetime guarantee with access to dentists. Since completion of the treatment, my son's teeth have shifted, and I have no way of getting additional retainers or access to a dentist through Smile Direct Club because they voluntarily filed for Bankruptcy, and as a result, the services promised to my son are no longer available.I am not understanding why I am continuing to have to pay for what I see as faulty aligners, with no option to have the treatment plan that failed, corrected.
Business response
07/22/2024
Hello ******,

We received ***************************** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at HFD, we are doing our best to navigate through SmileDirectClubs bankruptcy and are focused on being a trusted resource for all SmileDirectClub customers. We are currently working with various interested parties to work out a final plan for SmileDirectClub customers. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider. Rest assured, HFD is advocating on behalf of those with HFD installment payment plans to obtain more information from the interested parties. As information becomes available to HFD, we will continue to keep SmileDirectClub customers well informed.?

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
07/16/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Agreed for a 6 month treatment, but never received all my aligners or retainers to finish my treatment. There is a breach in contract. Smile Direct Club promised a lifetime guarantee.
Business response
07/17/2024
Hello ******,

We received *********************** complaint. We apologize that the customer was placed in this situation and that SmileDirectClub is no longer offering aligner treatment, in-person and telehealth check-ins, on-going customer support, and access to retainers' post-treatment. Healthcare Finance Direct (HFD) is doing its best to navigate through SmileDirectClubs bankruptcy and we are focused on being a trusted resource for all SmileDirectClub customers. Currently, the Retail Installment Contract and payment plan are still active and valid. If the customer has received all aligners and completed their treatment plan, they are obligated to continue paying for the full set of aligners they have already received per the signed Retail Installment Contract. To the extent that the customer has requested a refund and has complied with the SmileDirectClub return policy, HFD is working with other interested parties to address such refund requests.

Healthcare Finance Direct (HFD) is doing its best to navigate through SmileDirectClubs bankruptcy and we are focused on being a trusted resource for all SmileDirectClub customers. Unfortunately, since ******************************* has ceased global operations, the lifetime smile guarantee which provides an additional set of aligners annually provided that the customer purchases two retainers annually, is no longer valid.? As for the refund policy under the Lifetime Smile Guarantee, the interested parties are working on ensuring that the 30-day full refund and the pro rata refunds past 30 days are still honored.?

At this moment, we are unable to process any balance adjustments, cancellations, and refunds since these are determined by the provider. HFD will continue to work with the other interested parties to determine a solution. When we have an approved process that has been directed to us by the new creditor, we will provide more information to SmileDirectClub customers.?

Furthermore, HFD has a professional and ethical duty to deliver fair and appropriate services with respect to consumers. Thus, we have placed the account on hold until the new creditor has established an effective plan and resolution to satisfy the customers concerns. They will not receive any communications or notices for payments or past due payments from HFD, the form of payment associated with the account will not be charged, and the account will not be sent to collections. HFD is urging the new creditor to quickly establish a decision so these concerns may be resolved.

If you have any additional questions, please do not hesitate to give us a call at **************.

Thank you
Customer response
07/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Understanding that my account under HFD is put on hold until their new creditor has established an effective plan and resolution to satisfy the my concerns.  I understand that nothing will be sent to collections, and I will not be affected.

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