ComplaintsforHealthcare Finance Direct, LLC

Payment Processing Services

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Initial Complaint
10/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was sent a notice last month informing me that I had missed a payment on the account for my *************************** Club aligners. Even though the contractual agreement has been breached as the agreed upon services are no longer available (access the the Club app, customer support, aligner replacement), I decided to pay off the amount in full to be done with it. However, this month I receive another notice informing me that I had missed a payment for the same amount ($33.12). When I called customer support, I was informed that in fact I only owe $4. They had no explanation for why I am receiving an invoice and notice of missed payment for an incorrect amount. I was confident that I had paid the full balance last month and do not see how there could still be outstanding balance, regardless of amount. Given the original contract I signed with ******************************** EXPLICITLY states that HFD is a payment processer, NOT a lender, yet I was told by customer support that they had ********************* my retainers (they hadn't), I do not feel comfortable continuing to pay HFD when my ******************************** contract was breached. I should have refused to pay the full balance given this reality but decided to do so to be done with HFD once and for all. Please do not contact me again.
Business response
10/08/2024
Hello ******,

We received **** ****** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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.

Per customers request we have removed the email address as well as the phone number on the account as they requested to have no further contact from HFD.

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

Thank you
Customer response
10/08/2024
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
10/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My son got his retainers in July 2023, not to soon after they want bankrupt 2 months later. His trays were extremely painful and when we reached out to get a refinement they were out of business. My son never got the treatment we started paying for and *** has continued to send me emails and text message informing us that the account is past due. My son was 19 when he opened this account in got these retainers hoping for the results promised to him. Unfortunately he can do nothing about it, in to think we about to pay $1800 for a service he didnt get is crazy work. Get your money from smiledirectclub they are the once that stole your money then filed bankruptcy. We are victims in should not be held responsible for their actions. You all saying you are not contacting customers for payment but thats a lie. There were 25 emails sent about a past due balance. We dont even want a refund for what was paid out. Just Please do right by my son and remove this responsibility from him. Thank you
Business response
10/08/2024
Hello ******,

We received ****** ***** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
10/08/2024
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
10/03/2024
Complaint Type:
Order 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 signed up with Smile Direct Club to straighten my teeth, as soon as I got my aligners they went out of business. I will no longer be allowed to continue getting aligners and my teeth are not staright. *** has breached the contract with its customers. According to the contract, any changes to the terms, including changes to the total amount owed, must be made with the **written consent** of both the buyer and the provider using an Addendum form. This did not happen.The contract also states that customers have the right to make claims or defenses against the original creditor (SDC) and that these claims can be made against the assignee (which, in this case, is HFD). This means that even though *** has wound down operations, HFD, as the current servicer, should be responsible for addressing your complaints and issuing refunds if services were not provided as promised. **** claim that they cannot issue refunds or make adjustments is misleading. They are legally obligated to address these issues, especially since SDC is no longer operational. As *** cannot fulfill its end of the agreement. Continuing to charge customers for services that are no longer being provided is a clear breach of contract.I am requesting that no further payments be due since I am not recieving services. When I called HFD I was told that a ticket would be put in but there would be no timeline in which they were obligated to respond. Only to continue making payments. This company is extremely shady considering they are not even a lender per the ********, only a provider that processes payments.
Business response
10/08/2024
Hello ******,

We received ******** ***** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
10/08/2024
I will temporarily accept a pause on payments and communication regarding the payments, but this will not be a final solution and I would like to leave this complaint open until a final solution has been agreed upon.

Business response
10/10/2024
Hello ******,

We received ******** ***** rejection. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
Initial Complaint
10/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing this complaint regarding the services and products I received through Healthcare Finance Direct for my dental care. The situation has escalated to a point where I feel it necessary to seek assistance in resolving the issue, as I have been unable to reach the company due to their bankruptcy filing. However, they continue to charge my account despite my inability to use the products they provided.Details of the Issue:1.I did not receive all of the products necessary for my dental treatment, and the products I did receive caused significant damage to my teeth, leaving them in a far worse condition than before.2.The product was so faulty that I had to seek help from another provider, as Healthcare Finance Direct was not able to assist with the problem or provide a resolution.3.Despite the issues, I am still being charged for the product, even though I cannot use it and the treatment was incomplete and ineffective.4.Due to the companys bankruptcy filing, I have been unable to reach anyone to stop the charges or address the defective product.I am seeking the following resolution:1.Immediate cessation of all further charges to my *********** refund for the defective product and/or a resolution for the incomplete services.3.Confirmation from the company that my account has been adjusted and no further payments will be deducted.I believe it is unjust for me to be charged for a product that has not only failed but also worsened my condition. I appreciate your assistance in resolving this matter as promptly as possible. It is not acceptable to state Smile Direct is working on setting up services for refunds. I cannot trust this to be true and require a resolution immediately not in a unforeseen future.
Business response
10/03/2024
Hello ******,

We received ****** ******* complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
10/03/2024
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
10/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
11/28/2023 I signed up for smile direct club. The retainers were shipped 12/6/2023 and smile direct club closed their business on 12/8/2023- before my aligners were even delivered. I signed up and signed a contract for, and I quote, a service. I didnt get any service at all, I didnt get to speak to someone even once. I cant just be a dentist for myself on 12/28/2023 I explicitly stated via email to HFD that I am requesting a refund from the 30-day money back guarantee promise and that I revoked authorization to charge my card. All I got in response was a statement that the lifetime guarantee was now void. I never mentioned that. I restated I do not authorize them to charge me. I kept trying to email and get help but I was sent the same generic copy-pasted responses time and time again that didnt address my concerns. I had to put a stop payment through my bank back at the beginning of the year. Today *** tried to get around this by a name change on the charge! Wow! I had to order a new card. I am absolutely not paying for something that I did not get.
Business response
10/03/2024
Hello ******,

We received ******** ********* complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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.?

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
10/06/2024
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 for now.
Initial Complaint
10/02/2024
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.
Customer received aligners, are within 30 days of treatment, and requested a refund - They are within the ******************************************************************************** full. We are waiting on approval from the creditor and the attorneys general since we are just the servicer. A little after I signed up for ***, after them making of a lifetime smile guarantee and sending me a retainer that did not fit my mouth, and would hurt my gums, they went bankrupt a few days after, they stopped responding to any claims or even try to fix my retainers and their website and app was down and all I could contact was HFD who just asked me to send them money or else I would be sent to debt collector. I could not use the 30 day money back guarantee because I had no way of contacting them.
Business response
10/03/2024
Hello ******,

We received ******* ********** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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. *** 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.
Per the customer's request of no further contact we have removed the customers phone number as well as email address. We have notated the address on the account to not be contacted either.

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

Thank you

Customer response
10/03/2024
I am rejecting this response because:

You guys are able to ask and mail me threats for money but you are not able to process any balance adjustments since adjustments, cancellations, or refunds. How is that possible? Is you message written by a robot? It contains horrible punctuation. If you are unable to process any balance adjustments since adjustments, cancellations, or refunds, then stop mailing me threats.
Business response
10/08/2024
Hello ******,

We received ******* ********** rejection. We apologize that the customer was placed in this situation and that treatment was not fully rendered. As previously stated there will be no contact in regards to the account balance on the account, no letters mailed and no phone calls. The account has been placed on hold until we have a decision from the new creditor.

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

Thank you
Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up with Smile Direct Club on 11/17/23. I received my trays and unbeknownst to me, they were malformed so the issue I ordered them for was never resolved. Smile Direct Club folded right around the time I was on my last couple of trays. I have since had to go to another orthodontist and pay for a whole other set of aligners. In the meantime, these CROOKS at HFD somehow managed to access my credit card information that I NEVER AUTHORIZED. *** has been charging me and threatened to report me to the credit bureaus when I called to inquire about having my account put on hold because I don't think I should have to pay for breach of contract and a product that didn't work. I do not see how this is LEGAL!! I'm done paying for something that I've had to shell out another $2600 for. I've been waiting patiently for an update but my gut says there won't be one until they recover the money they lost. Not my problem.
Business response
10/03/2024
Hello ******,

We received ***** ******** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
10/03/2024
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
10/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 17th, 2024 Smile Direct Club sent me an email explaining that because they had filed for Chapter 11 Bankruptcy, they relinquished all ability to treat me and provide me with products and services and explained that the only way to continue my treatment past a 30-day emergency dental plan was to seek my own dental provider (not connected to smile direct club in any way). They admitted and acknowledged that I had not completed my treatment plan within the text of the email sent. At the time of this email, I had paid $1,138.10 of my financing plan including my initial $250.00 deposit. Since the date of the email, I have not received any services, products, or further communication regarding my treatment Smile Direct Club or Healthcare Finance Direct. To this date, I have received 24 separate emails and countless texts and phone calls from Healthcare Finance Direct in regards to a "past due" account to which I have paid in a total of $1,685.77 of my $2,275.98 initial balance (which does not accurately reflect the finance agreement made with Smile Direct Club at the time of financing). In other words I have paid approximately 75% of my total balance but received only 9 months of my treatment before Smile Direct Club declared bankruptcy. Healthcare Finance Direct has also deducted from my bank account via autopay systems which I had specifically told them not to enroll me in. In my contract with Smile Direct Club, it states "on this day of February the 4th, 2023 for valuable consideration received, the undersigned buyer jointly and severally unconditionally promises to pay for services provided by Smile Direct Club on behalf of its affiliates the sum of $1800.00 plus a finance charge at an annual rate of *****%." Simply put, I have not received services as per my contract and am being threatened with collections and harassed by *** to make payments that for a product/service I am not and will not ever receive.
Business response
10/03/2024
Hello ******,

We received ****** ******* complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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.
Per the customer's request for no further contact from the company we have removed the email address and phone number on the account.

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

Thank you

Customer response
10/03/2024
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
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started a treatment plan with Smile Direct Club in April 2023, then requested to stop treatment to which they requested more money. I declined, then they went bankrupt and they are now impossible to contact. every phone number provided is just an automated message that hangs up when it is finished.
Business response
10/01/2024
Hello ******,

We received ******** ****** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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
10/01/2024
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
09/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*** breached contract by failing to provide sufficient treatment; HFD, being neither a creditor, lender, nor affiliate with *** and unable to provide the terms of the original contract should not be attempting to collect payments on this contract. My payments are not due to them, and should not be taken from my bank account until a reasonable resolution to the contract dispute has been found.
Business response
10/01/2024
Hello ******,

We received *** ******** complaint. We apologize that the customer was placed in this situation and that treatment was not fully rendered. Here at ***, 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, *** is advocating on behalf of those with *** 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.??

We understand that the customer is not satisfied with the products or services from SmileDirectClub (SDC), and they are also contesting Healthcare Finance Direct, LLCs (HFD) ability to collect payments with respect to their SDC account. They are, in fact correct, that HFD is NOT a party to their agreement, but rather a servicer. The Retail Installment Credit Sale Contract (Contract) states that Payments are made to Healthcare Finance Direct, LLC as payment processor for Provider. This provision indicates,with their acknowledgement, that HFD operates at the direction of the provider,in this case formerly SDC, to collect payments from them. Decisions regarding disputes of the products/services and refunds would ordinarily come from the creditor (SDC) since the Contract is between the customer and SDC as they pointed out, and HFD would merely operate at the direction and decisions of the creditor.
As a point of consideration, we must also direct their attention to the Assignmentprovision indicating that Buyer agrees that he/she shall not assign or transfer his/her rights or obligations under this Contract. Buyer agrees that Provider may assign its rights under this Contract at any time and any assignment shall be binding and inure to the benefit of all of the respective legal representatives, successors and assigns. This provision indicates that the creditor may assign or transfer the contract to a new creditor, which is what has recently occurred. Since the Contract has been assigned to a new creditor, HFD now provides its servicing obligations on behalf of and at the direction of that new creditor. Similarly, decisions regarding disputes and payments are between the customer and the new creditor, and HFD maintains its position as a servicer.

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

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