Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/12/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been paying on this payment plan for retainers that I did not get a chance to complete, due to the company going bankrupt. I am also being charged double monthly, without explanation. I cannot afford to be charge monthly for a company that is bankrupt and I did not get a chance to complete the treatment, let alone charged twice in the same months. I called and in the process of trying to get a refund and got a lot of run around, I was told they would call me back in two hours. Completely unprofessional and I feel like Im owed for paying this bill without the promised treatment. My only reason for paying was to keep it from negatively affecting my credit, but these charges are now being charged multiple times in a month.
Business response
03/13/2025
Hello ******,
We received *** Slaughter 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 do apologize but when an account is past due the auto recovery team will process payments to try and bring the account current. We do show that an agent has requested to have the fees refunded on the account and once that refund is approved it can take 7-10 business days for the credit to post on the customers account.
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
03/13/2025
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** *********
Initial Complaint
03/10/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to formally address an issue regarding an unauthorized charge from HFD related to my SmileDirectClub purchase.I originally ordered aligners from SmileDirectClub, but upon receiving them, I found that they did not fit properly and caused significant discomfort. I immediately contacted SmileDirectClub to report the issue, and they sent a second set of aligners. Unfortunately, these also did not fit. Given this repeated issue, I lost confidence in the products effectiveness and requested a refund within the companys stated refund period.SmileDirectClub acknowledged my refund request and was in the process of issuing it when they declared bankruptcy. I also made the request for a refund with a month, so I was well in the window of a refund policy. At no point was I informed that the company had gone bankrupt, and my understanding was that my refund would still be processed. However, I recently noticed a $78 charge on my account from ***. When I contacted *** for clarification, I was told that they were processing a payment on behalf of SmileDirectClub.I explained to HFD that I had never used the aligners and was approved for a refund. I also provided them with email correspondence between myself and SmileDirectClub as evidence. Despite multiple attempts to resolve this matter with HFD, they have refused to assist me and are now threatening to send the balance to collections, and also threatening that this will negatively affect my credit score.Business response
03/11/2025
Hello ******,
We received Dagim Demeke 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 escalate this to the proper handling department for review and the next course of action.
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
03/08/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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
03/05/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Billing adjustments to remove fees not made to account after principal balance of $663.63 (paid in 3 installments) was paid in full. Spoke with ***** ************ whom instructed that the final payoff payment amount was ******, paid on 3/3/25. ***** called 3/5/25 asking for an additional $180 payment of which he said that I would then qualify for a $110 refund to be credited back to my credit card. I asked for a supervisor but was not transferred. Also have not been provided an itemized statement for charges. I was told fees would be waived when balance was paid in full but that has not happened.Business response
03/06/2025
Hello ******,
We received ***** Owoos 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 requested that all the fees from March and ***** refunded back. We ask that you please allow 7-10 business days once the refund has been approved to be sent to your account.
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
03/05/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
smile direct club is still charging me through healthcare finance direct even though they went bankrupt before i could get my treatment needs metBusiness response
03/06/2025
Hello ******,
We received Eiress Wickss 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.
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
03/03/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
Smile Direct Club (SDC) went under and continued to try and collect payment despite not rendering services which were agreed upon. *** has breeched 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. Here's the relevant section:**Changes to this Contract**:"... If there is an increase to the amount owed under this Contract, this will be made by the written consent of the buyer and provider using the Addendum form."SDC's bankruptcy and the subsequent transfer of contracts to new creditors do not absolve them or HFD from their obligations.HFD - the financing partner used in this case - continues to seek payment despite knowing that services have not been rendered. In seeking payment they immediately offered a 50% discount alluding to this acknowledgement of fault. I am seeking to be absolved of this $672.89 balance as contract was breeched and services were not completed.Business response
03/05/2025
Hello ******,
We received ****** Bachlors 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 do apologize but since the account has been sent to collections we are unable to take any action on the account. We ask that the customer contact TelkCollect at ************** for any questions in regard to payments or a payment plan.
If you have any questions please feel free to contact us at **************.
Thank You,Initial Complaint
03/03/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased and financed Smile Direct Club April 2023 but received a product that did not work and poor communication from the company to resolve any issues. After they went bankrupt in December payments were discontinued and I was notified to continue payments through Healthcare Finance Direct. This company is a payment processing business, they cannot help me to straighten my teeth nor do they provide the lifetime guarantee I was promised through Smile Direct Club. The portal to pay them only included a Smile Direct Club number that was a dead end. When I tried to call them for any further information they explained that if I paid today I could receive a special tax exempt (???) deal and they would waive any late fees. This company is operating in a completely unethical way. Also, both times I have tried to enter credit card information on their site they have been stolen days later. I would like a refund on failed products that I will now be seeking professional help for, but I will settle for not paying Healthcare Finance Direct for services they cannot provide.Business response
03/05/2025
Hello ******,
We received ****** Heislers 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 to continue 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.
If you have any questions please feel free to contact us at **************.
Thank You,Initial Complaint
02/25/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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,
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
569 total complaints in the last 3 years.
410 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.