ComplaintsforLuminous Smiles

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In early September, I had contacted Luminous Smiles to schedule a consultation for a continuance of Invisalign. During this phone call, I confirmed that this consultation would be 100 percent free of charge (otherwise, I would not have opted to book it). The Treatment Coordinator I had spoken with said, "yes, the initial consultation is free". At this point I opted to schedule with them to get an estimated cost on invisalign. At the appointment Dr. ********************* assessed my teeth. After she was done, the treatment coordinator came in to the room to give me a cost. I was shocked at the quote which was extremely inflated. I told her, I would need to think about it, as I wasn't expecting to pay that much for a continuance of invisalign. At that point (NOT during our initial phone conversation) she informed me that if I didn't go with them, there would be a $250 fee for the consultation. I was speechless. It was a bait and switch tactic and I felt completely one hundred percent misled. I had decided not to go with this company after finding a much better cost to suit my budget--The dentist I went with was $1500 less, and offered a flexible payment plan. That factored in my decision to choose them. But also, I couldn't help feel like what I had experienced with Dr. Desai's business was extremely misleading. Recently I received a $250 bill from them stating "We let you know that we would waive the fee for the consultation if you started treatment with us and there is a consultation fee due". Yes, they did let me know--AFTER they had finished with the consultation, NOT before. I feel this was a very shady and misleading practice, and they did not disclose all of the details prior to the examination, even though I had verified that it would be free. As mentioned, I never would have proceeded with a $250 consultation fee particularly when other dentists I had checked with prior, charged nothing for this service.

  Business response

  11/15/2023

  Without addressing the complaints specifically, Luminous Smiles will waive the $250 consultation fee.

  Customer response

  11/15/2023

  
  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,
  
  ***********************************
  
   
  

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