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Business Profile

Dental Marketing

Smile Brands Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Marketing.

Complaints

This profile includes complaints for Smile Brands Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 176 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I had a root canal performed on 4/5/2023.I made two credit card payments; $697 on 4/5/2023 and $651.20 on 5/5/2023.I was told after my second payment, my balance was 0 and the bill was paid in full.On or about 2/26/2025 (almost two years later) I received a bill dated 2/15/2025 that I owe $34.40 for the root canal.According to the billing statement the $34.40 is due to an insurance adjustment on 5/16/2024 (a year after the root canal procedure). I called my insurance, Delta Dental, and they said this claim has been closed long before 5/16/2024. They do not have record of this 5/16/2024 adjustment.I called Johnson Family Dental and spoke with *****. After explaining to ***** that I was upset I was receiving a bill for a procedure that was paid off two years prior, she said the district manager was making adjustments to accounts and she didn't have all the information but she was sympathetic to my situation and she said she would make note of our conversation and I assume pass it along to the district manager. The last thing ***** told me was to disregard the bill.I received a second billing statement today 3/21/2025 dated 3/17/2025 and I decided to file a complaint.Never have I had a previous case where I paid a bill in full and then 2 years later receive a bill. Furthermore, what is odd, is the adjustment to the bill is made a year after the bill is paid (procedure 4/5/2023, adjustment 5/5/2023) and then the bill isn't sent to me for almost a year (end of Feb 2025) after the adjustment. Again, Delta Dental says this claim has been closed long before 5/5/2024.I am making this complaint because this whole situation seems at the very least unethical or incompetent billing and at worst a scam. I feel that if I pay this $34.40 for a procedure I was told was paid in full two years prior, what is to stop Johnson Family Dental from sending me another bill for this same root canal in 2027 or 2029 or beyond?Thank you for your time.**** *****

      Business Response

      Date: 03/25/2025

      Hello,


      A representative from Johnson Family Dental- Santa ***** will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:01/06/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over charges or incomplete services. My appointments were cancelled for nearly 6 months before Dental work began and treatments failed to repair or improve. My cleaning was ****** over for a special cleaning they say I selected when my Dental insurance paid for a full cleaning so they charged me and failed to clean my entire mouth just half, even after paying. T i was told I needed 3 crowns I stated to front desk.only if they were covered. I was told I had 998 dollars which coverd 2 of the 3. I said lets do the two and I will wait for my insurance to renew for the third time... so I paid my co pay and right after service I was told it was 1200 more yet it too is still incomplete no caps just temps, yet still over my ******************************** benefit package and I am still charged 1200 more for incomplete services. They offered to try for ****** since I did not have the funds available, The first outside loan I was told was denied even though I have over a 800 credit rating. however the in-house loan was immediately approved over 6000. I was offered additional services maybe began orthodontist services I saw where thus was going. I decided after two days that I did not want the loan as I was already paying for the first overcharge monthly and that it made sense to.utilize that option as a continuation,even though I didn't agree with the charges so I called the ************ number and was told it had not began so I opted to cancel.the loan company stated for me to call the receptionist and cancel which I did. They were not happy I called back to the in-house loan company to confirm canceling. So now they are threating my credit. Only one service has been completed nearly a year later and now they say I require perdontist, services. I know tgats requied before permanent implants. When I began I had no dental pain. I do now and now wish move to a reputable practice which will require me to start over entirely as my repairs are already cracking and failing.

      Business Response

      Date: 01/09/2025

      Hello,


      A representative from Bright Now Dental! Tacoma will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 31st 2024 I was told that my insurance would NOT cover my new denture in full and that I would have to pay the difference to begin the work. When the statement came to my house from my insurance company, approximately 60 days later, I noticed that they did pay more than expected. After speaking with their business manager on site and giving her a copy of the statement, she told me she would look into it. After repeated trys to speak with her, both in person or on the phone, I did speak to her in person and she claimed that I would be getting a refund check in 6 to 8 weeks, approximately by October 19th. That date was 4 weeks ago and still no refund check! I have NOT been able to reach her.

      Business Response

      Date: 11/19/2024

      Hello,


      A representative from Bright Now Dental-****** will contact the client.

       

      Thank you,

      Smile Brands

      Business Response

      Date: 12/17/2024

      Hello,

      A representative from Bright Now Dental-****** will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I scheduled an appointment for a basic teeth cleaning which my insurance provides. After I arrived I was asked to take x rays which is understandable. The dentist(Dr *****-****) walks in and immediately refuses to clean my teeth if I dont do not let her do a a different procedure which my insurance does not pay for. I told her I was told that I can get the standard cleaning and her response was find a different dentist than she walks out. She did not provide any feedback to me regarding the x rays and she became very hostile when I told her I did not want that expensive procedure. When I said I would escalate this she responded good luck. I felt like it was a classic bait and switch

      Business Response

      Date: 12/06/2024

      Hello,


      A representative from Castle Dental- ************* will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been going through this situation over a yr June 2024 I am eligible new dentures. I call the dentist request the authorization to submit to insurance. Ive called since June every time I get a different run around the office manager.******* keeps saying oh I submit it Im going to submit oh its not gonna take long but when I called the past two weeks, she keeps saying oh she submitted but ********************* is saying that they didnt receive it.This has been going on for five months now I took it upon myself to call my dental insurance on Oct 13. They indicated that they never received any authorization any information from my dentist office so for the past three days I called and I let the dentist office know they keep ***** office managers in a mandatory meeting and she does not call back when I finally talked to her on October 13. She said oh I dont know what happened they said they didnt receive it. Im going to call them tomorrow which was Tuesday, October 12 and see what happened. I called the dentist office again on October 12 and they say. she was in a mandatory meeting again or either shes with a patient thats fine. I told the young lady ******** that Im calling to confirm if the information was submitted now ******** is supposed to be assisting her, but apparently a ******* doesnt know anything and keeps giving me the runaround as well. Once again I decided to call the insurance company on October 14 and they indicated again they have never received any authorization any request for authorization. This is ridiculous. Meanwhile I have to suffer through this. Something has to be done if you cannot offer a service to the public and this is your business that youre supposed to do you should not be in business I would prefer to say that you tell me that you didnt do it and to keep lying and say you did it. it is electronically submitted so theres no way that is gotten lost or the fax jammed or get lost in the mail. Something has to be done.

      Business Response

      Date: 11/27/2024

      Hello,


      A representative from Bright Now Dental-Beaumont will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:10/24/2024

      Type:Billing Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/19/24, 9/11/24 and 9/19/24, Bright Now! Dental (Bright Now) overcharged the Discover credit card of Mrs. Agnes M. Hastings (89 yrs. old and widowed) in the amount of $1,944.60 for dental work Bright Now performed on her son, Christopher Hastings. Bright Now accepts DentaQuest insurance which is the dental insurance coverage for Christopher Hastings. Prior to processing Christopher Hastings insurance claim (after dental work was performed) Bright Now charged Mrs. Hastings Discover card $2,583.34, which Christopher Hastings is an authorized account holder on. Subsequently, Bright Now (once Christopher Hastings’ DentaQuest insurance claim was processed) received from DentaQuest $832.82 and Christopher Hastings owed Bright Now and additional $638.74 for the dental work it performed. In summary, Bright Now overcharged Ms. Hastings Discover card $1,944.60. To wit, $2,583.34 (the amount Bright Now charged Mrs. Hastings’ Discover card - $638.74 (the amount Christopher Hastings owed to Bright Now) = $1,944.60. Despite repeated requests and demands, Bright Now has refused to discuss or attempt to resolve this matter. Mrs. Hastings is entitled to a credit on her Discover card from Bright Now in the amount of $1,944.60.

      Business Response

      Date: 11/05/2024

      Hello,


      A representative from Bright Now Dental-Parma Heights  will contact the client.

      Thank you,

      Smile Brands

      Customer Answer

      Date: 11/05/2024

      I am heartened to learn the Smiles Brands Parma Heights, OH. office is to contact Mrs. ******** about her BBB Complaint.  However, that has not happened, and I have doubts that it will. To wit:

      1.) On October 4, 2024, I spoke to Aubrey ****** of Smiles Brands Parma Heights, OH. office about this matter; and,
      2.) On October 5, 2024, I emailed Aubrey ****** of Smiles Brands Parma Heights, OH. Office summarizing our conversation and asked her to call me; and,
      3.) On October 9, 2024, I left a message for Aubrey ****** of Smiles Brands Parma Heights, OH. office to call me about Mrs. ******** October 5, 2024, email; and,
      4.) On October 10, 2024, I left another message for Aubrey ****** of Smiles Brands Parma Heights, OH. office to call me about Mrs. ******** October 5, 2024, email and I resent the 10/5/24 email; and,
      5.)On October 11, 2024, I spoke Aubrey ****** of Smiles Brands Parma Heights, OH. office about Mrs. ******** October 5, 2024, email and she stated she would call on 10/14/24 to discuss this matter in detail.
      6.) On October 14, 2024, Aubrey ****** of Smiles Brands Parma Heights, OH. Office did not call and another message was left with her
      7.) On October 15, 2024, I spoke to Aubrey ****** of Smiles Brands Parma Heights, OH. office about Mrs. ******** October 5, 2024, email and why she did not call on 10/14/24.  She stated she was busy and would call on 10/18/24 to discuss this matter in detail.
      8.) On October 18, 2024, Aubrey ****** of Smiles Brands Parma Heights, OH. Office did not call and another message was left with her. 

      In light of the foregoing and despite repeated requests, Smiles Brands Parma Heights, OH. Office has made no effort to resolves this matter.  Hopefully, that will change with the BBB’s involvement.

    • Initial Complaint

      Date:09/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: 08/08/24 Date of phone call: 09/18/24 Deductible billing question

      Business Response

      Date: 09/27/2024

      A representative from Bright Now! Dental - Hollister will contact the client.

      Customer Answer

      Date: 09/27/2024

      They were not professional the first time I talked to them about this issue - I certainly do not expect them to be helpful this time. 

    • Initial Complaint

      Date:06/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I AM 83 WITH TOP DENTURES, I HAVE 9 BOTTOM TEETH THAT NEEDED TO BE CLEANED, I AM A DIABETIC. THEY CHARGED MY DEBIT CARD ******, FOR ONLY GOING THERE ONCE. WHEN I ASKED WHY THEY CHARGED MY CARD SO MUCH FOR 9 TEETH, THEY SAID THEY WOULD REFUND 79 DOLLARS, THAT WAS OVER 1 MONTH AGO, NOT ONLY DID THE OVERCHARGE ME, BUT THEY HAVE NOT PUT THE 79 DOLLARS BACK IN MY ACCOUNT. IF THEY HAVE DONE THIS TO ME A DISABLE SENIOR, YOU CAN BE SURE THEY HAVE DONE THIS BEFORE. THANK YOU *********************

      Business Response

      Date: 06/27/2024

      A representative from Bright Now! Dental - *******/********** will contact the client.

      Customer Answer

      Date: 10/07/2024

      ON AUGUST 2023 I WENT TO ONESMILE DENTIST ON CAVE CREEK TO HAVE MY 9 BOTTOM TEETH CLEANED, BECAUSE IT WAS FASTER THAN WAITING FOR MY INSURANCE. THEY CHARGED MY DEBIT CARD ****** JUST TO CLEAN THOSE 9 TEETH. I HAVE REPORTED THEM TO YOU BEFORE, BECAUSE AFTER I CANCELLED THEIR SERVICE THEY ARE STILL CHARGING MY ***** ACCOUNT 79 DOLLARS. YESTERDAY THEY AGAIN CHARGED MY ***** 79 DOLLARS. WHEN I CALLED THE MAIN OFFICE I WAS TOLD THAT IS WHAT THEY ARE CONTINUE TO DO, EVEN THOUGH I CANCELLED THEIR SERVICES AFTER OVERCHARGING ME ****** TO CLEAN 9 BOTTOM TEETH. I AM 84 AND DISABLE, AND IS ON SS, PLEASE ASK THEM TO STOP TAKING MONEY FROM MY ACCOUNT, WHEN I AM NO LONGER A CUSTOMER. THANK YOU **** ******

       

      Refund.

      Business Response

      Date: 10/16/2024

      Hello,

      Consumer has been contacted and we are working on a resolution.

      Thank you,

      Credit Services

    • Initial Complaint

      Date:06/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      At the time of service, my daughter ******************, was covered under primary, secondary, and ******************* The office girls told me that they can only bill two insurances and wouldn't be able to bill the ********* Which I was fine with...until ************************* said, "Oh no, she needs a lot of work done, they can bill the third insurance, they will just have to hide one when they send it to ********* let's get all her work done while she's covered under *********" I was so thankful that they were able to do this, so I didn't have to make my daughter wait until the following year to get all this work done.******** has not paid anything since 05/2023 to this dentist. The last claim they submitted was on 07/10/2023 for a crown that I had paid out-of-pocket for, so I'm unsure how they were able to submit this or even WHY when it was known ******** does not cover crowns, but they could not submit the other services insurance didn't cover?On another note, every single appointment we waited for 2-3 hours to be seen and ************* was the only dentist and seemed very rushed. I'm now questioning if some of these root canals my daughter needed were the result of careless work by the dentist because they all resulted shortly after she had filings put in.I have not paid anything towards this $1068.81 bill because I've been trying to get them to fix it. I've called multiple times to get this resolved. I don't believe I should be responsible for this balance when ************* said to me on multiple occasions how great it was, I had ******** as a third insurance so we could get this work done all at once. I felt very pressured to do it. I'd just like the billing adjusted, as you can see from the email correspondence some claims were denied due to untimely billing, how is that my fault they didn't submit the claim in time? I was also instructed to submit the claim, on my own, but ******* does not allow that.Thank you

      Business Response

      Date: 06/27/2024

      A representative from Bright Now! Dental - Canton will contact the client.

    • Initial Complaint

      Date:05/21/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting billed for things that never happened. And when I call to correct the mistake, without explaining to me why they charged or overcharged me or speak inaudibly they take off a certain amount. This is coming off as insurance fraud and I plan to report this. If I dont get a phone call better explaining what happened i will be reporting this.

      Business Response

      Date: 06/03/2024

      A representative from Castle Dental - **********/*********** will contact the client.

    Smile Brands Inc is NOT a BBB Accredited Business.

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