Complaints

• Initial Complaint

  03/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed a contract with the Smile Direct Club for our daughter in which *** was to provide lifetime services but a few months later they went bankrupt and shut down which is a complete breach of contract that we had with THEM. However, the payment processing company ***, who we DO NOT have a contract with has been harassing us for quite some time to still try to collect payments even though they are well aware that *** breached the contract for all of their customers. We will not be paying for services that didnt happen and wont be happening. I demand they stop the harassment text and emails about missed payments and clear the remaining balance to zero. *** breached the contract with us and does not have any rights to payments. HFD are acting like crooks and bullies knowing they are trying to collect money for services that didnt happen from a company that no longer exists.

  

  Business response

  03/11/2025

  Hello ******,
  
  We received ***** Fortino 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. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider.  
  
  We have been able to see that the customer has part of the **** settlement on the account. If they applied for the stepup refund there may be an additional refund issued. Once that refund is issued the balance will be due on the account until the account has been paid in full.
  
  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 questions please feel free to contact us at **************.
  
  Thank You, 

  Customer response

  03/11/2025

  
  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 for now.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, In the end the only way to fully resolve this matter would be to cancel the full balance due to breach of contract from Smile Direct Club.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  03/06/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  SmileDirectClub has gone out of business. The contract makes very clear that *** is not the company that my debt is owed to. They are simply a process for payment. Smile direct has not fulfilled its end, especially when it comes to Smile guarantee. I have not been able to get my aligners or stop the billing HFD has refused to pause despite me bringing up the many people who have had their ******** by complaining to the Better Business Bureau. So I am now making a similar complaint.

  

  Business response

  03/11/2025

  Hello ******,
  
  We received Terran Tasci 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. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments, cancellations, and refunds are determined by the provider.  
  
  We apologize that you are not eligible for the compensation plan.  *** and other interested parties worked with the Office of the ******************************* to develop a compensation plan for certain former U.S. customers of ******************************* impacted by SDC closing for business.  If your aligner treatment plan was completed before December 8, 2023, you are not part of the Compensation Plan.  At this point, we recommend continuing making your payments to avoid being sent to Collections.
  
  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 questions please feel free to contact us at **************.
  
  Thank You, 

  Customer response

  03/11/2025

  
  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 do however find it concerning that in their reply they say "we recommend continuing making your payments to avoid being sent to Collections" at the same time they say it's paused and won't be sent to collections. 

  I will wait for the business to perform this pause on my account and, if it does, will consider this complaint resolved. I have received another call within the last 10 minutes and my credit card was attempted to be charged $115 so I would not consider this paused currently.

  Please confirm the pause in in place.
  
  Regards,
  
  Terran Tasci
  
   

  
  

• Initial Complaint

  02/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smile Direct Club has shut down and violated their lifetime smile guarantee. They have damaged my teeth and never finished my treatment. They have offered me a refund so far of $72 yet still expect me to make payments! What is the point of a refund? I will cut my losses but I refuse to continue making payments as they have violated the contract we signed. I signed up to pay ***** and I refuse to continue payments as it was a scam. They have multiple lawsuits open.

  

  Business response

  03/03/2025

  Hello ******,
  
  We received Mikayla WarnellComplaint. 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. Unfortunately, at this moment, we are unable to process any balance adjustments since adjustments,cancellations, and refunds are determined by the provider.  
  
  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. 
  
  If you have any questions please feel free to contact us at **************.
  
  Thank You, 

• Initial Complaint

  02/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my Invisalign after November 8, 2023. I paid for a life time plan and I completed a week of that plan and then Smile direct declared bankruptcy December 8th. Which seems like extreme fraud to me. Ive paid ****** and I want the rest to be cancelled. I contacted *** for the refund form and they did not provide me with that.

  

  Business response

  02/25/2025

  Hello ******,
  
  We received ***** Browns 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 questions please feel free to contact us at **************.
  
  Thank You, 

• Initial Complaint

  02/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Smile Direct Club and Healthcare Finance Direct regarding services that were never rendered, yet I am still being charged for ******* July 15, 2023, I entered into an agreement with Smile Direct Club to receive clear aligner treatment to improve my smile. The treatment was supposed to provide the results promised by their company. However, I never received the full services I paid for, nor did I achieve the results that were advertised. Despite this, Healthcare Finance Direct continues to bill me for a service that was not properly provided.I have attempted to resolve this matter directly with both Smile Direct Club and Healthcare Finance Direct, but my concerns have not been addressed, and the charges remain. I believe it is unfair and deceptive to continue charging me for a service that was not delivered as promised.I am requesting the Better Business Bureaus assistance in resolving this matter. Specifically, I am seeking the following resolution:-A full cancellation of any remaining balance with Healthcare Finance Direct.-A refund of any payments made for services that were not rendered.-Assurance that no further charges will be incurred regarding this matter.

  

  Business response

  02/25/2025

  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 questions please feel free to contact us at **************.
  
  Thank You,
  

• Initial Complaint

  02/20/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a customer of Smile ********************** club and did not finish treatment. I felt I was not informed properly of the switching of SDC to health care finance. My treatment is not complete and my teeth have completely shifted to their original state. When I asked if I could resume my treatment using data from SDC, HFD said I would have to start over and start a new payment plan. They are hard to get ahold of on customer service and I have trouble making payments on the website. Due to all the inconvenience, I think it is fair for me to stop payments towards this business. *** breached their contract of providing service and *** has not provided me with anything. I am not requesting any refunds, but would like any balance and scheduled payments to be terminated.

  

  Business response

  02/25/2025

  Hello ******,
  
  We received ***** Sheas 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 do apologize but we ask that the customer please reach out to TekCollect at ************** as the account has been sent to collections. ********** will be able to assist with any payments or arrangements on the account.
  
  If you have any questions please feel free to contact us at **************.
  
  Thank You, 

• Initial Complaint

  02/20/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing this formal complaint regarding Smile Direct Club and its financing partner, Healthcare Finance Direct, due to a failure to fulfill contractual obligations and the unlawful collection attempts related to my case.I entered into a contract with Smile Direct Club with the understanding that I would receive a lifetime guarantee, a properly aligned smile, and a treatment plan overseen by a licensed orthodontist. However, throughout the course of my treatment, I was never provided with access to a healthcare professional for follow-up, guidance, or necessary adjustments. As a result, my treatment did not deliver the promised results, and my teeth remain misaligned.Despite their failure to provide the services I paid for, Healthcare Finance Direct continues to demand payments and has even threatened collections if I do not comply. Given that Smile Direct Club has breached its contract and failed to meet its obligations, it is both unethical and unlawful for Healthcare Finance Direct to continue collecting payments for a service that was never properly rendered.I have suffered financial loss due to Smile Direct Clubs deceptive business practices, and I will now need to spend additional money to correct the orthodontic issues that remain unresolved. This situation is both unfair and unacceptable.I am seeking a full release from any further financial obligations related to my Smile Direct treatment and a formal acknowledgment that Healthcare Finance Direct cannot legally pursue collections for a service that was not properly provided. Additionally, I request that this complaint be noted as part of Smile Direct Clubs record given their misrepresentation of services and the impact it has had on customers like myself.I appreciate the ********************* time in reviewing this matter and look forward to your assistance in ensuring that these deceptive practices are held accountable.

  

  Business response

  02/25/2025

  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.
  
  Unfortunately,since SmileDirectClub 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.?As previously mentioned in the original reply the account will remain on hold until we have an update from the new creditor.
  
  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 questions please feel free to contact us at **************.
  
  Thank You,
  

• Initial Complaint

  02/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I feel that I have no further obligation to pay monthly installments to Healthcare Finance Direct due to Smile Direct Clubs breach of contract. December 21, 2022 I was promised a lifetime guarantee as outlined in the contract. Due to their bankruptcy I have had to seek help from military orthodontist at ******************* on ***************, ** to fix and maintain my teeth, which has costed me hundreds out of pocket. Smile Direct Club has not fulfilled any of their contractual obligations, yet I am still paying out of fear that my credit will suffer if I cease. I HAVE ALREADY RECEIVED NOTIFICATIONS FROM MY CREDIT ACCOUNTS THAT I HAVE LATE AND MISSING PAYMENTS EVEN THOUGH I'VE PAYED THE FULL AMOUNT $1,800 FINANCED THROUGH HFD in total I have now payed $1,855.92 as of February 9, 2025. I deserve a refund but because of the bankruptcy I am not expecting one. Furthermore, *** has no right to demand payment anymore nor go after my clean credit record. As they recieved the amout Financed even though my teeth were not corrected as promised. I also looked the contractual agreement and my signature of approval is not present to the terms and conditions. Over all please resolve HDF from collecting any more payments and redact going after my credit. It is unfair.RETAIL INSTALLMENT CREDIT SALE CONTRACT (NC) ******* *****

  

  Business response

  02/25/2025

  Hello ******,
  
  We received ****** Mitchells 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. 
  
  Unfortunately,since SmileDirectClub 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.?
  
  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 questions please feel free to contact us at **************.
  
  Thank You,
  

• Initial Complaint

  02/19/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  HFD is still auto-debiting my account each month due to a contract with Smile Direct. I received my aligners, however one was broken after SDC shut down and I could not receive assistance. I requested *** to stop payment, as I am no longer receiving services, and the smile guarantee is no longer valid, nulling the original contract. Furthermore, the contract specifically outlines HFD as a payment processor, not a financing company. They should be collecting payment to remit to SDC, and when I asked via email who now is receiving the money that they are processing, they said they could not provide an answer and that I must keep paying. It doesnt seem right to continue paying a payment processor when there is no one to collect the payments. I want to request a refund of amounts paid after September 2023 when *** could no longer fulfill the contract.

  

  Business response

  02/24/2025

  Hello ******,
  
  We received ****** Biancos 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. 

  We have been able to review the account and we show that the account has been paid in full. We do apologize but we are not able to process an form of refunds or adjustments on the account. 

  
  If you have any questions please feel free to contact us at **************.
  
  Thank You, 

• Initial Complaint

  02/19/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am one of many Smile Direct Club customers who did not receive full treatment before the company abruptly shut down operations and canceled the lifetime guarantee outlined in our contracts. Despite repeatedly reaching out to ***, I have been unable to secure a refund or even a cancellation of future payments. I provided clear evidence of a public statement from *** on their website, explicitly stating that customers who did not complete their treatment were not required to continue payments. However, *** has refused to acknowledge this and continues to harass me for payments, even threatening to send me to collectionsdespite the fact that I had never missed a payment prior to the sudden termination of the service I was paying for. They have also continued to add late fees to my account, further increasing my financial burden. Not only did the treatment fail to fix my teeth, but I am now experiencing additional dental issues caused by faulty aligners provided by ***. This situation has placed me under significant financial and emotional distress. I am filing this complaint as a last resort to demand that *** immediately cease payment requests, remove all added fees, stop applying further late fees to what is now an illegitimate debt, and take responsibility for the harm caused. *** was a scam, and customers like myself have suffered enough.

  

  Business response

  02/24/2025

  Hello ******,
  
  We received Biniyam Tiruyes 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 have been able to review the account and we show that the account has been transferred to collections as of 1.16.25. We ask the customer please contact TekCollect at ************** in regards to any payments or arrangements on the account.  
  If you have any questions please feel free to contact us at **************.
  
  Thank You, 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩