ComplaintsforSmileDirectClub
Cosmetic Dentistry
Additional Complaint Information
Customer Complaint:
The business indicated they would like to speak with consumers before complaints are filed with BBB. Consumers are asked to contact a SmileDirectClub manager at 800-850-8103 Monday - Friday 9am-6pm or via email at [email protected]. It is not a requirement to contact a business prior to filing a complaint with BBB. BBB and SmileDirectClub leadership are working together to address and overcome any areas of concern. BBB of Middle Tennessee processes complaints for all SmileDirectClub locations. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and the firm's responses to them are often more important than the number of complaints. Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I initially paid $250 to get started with the aligner service. I got my aligners scanned about a week or two before they got closed down and by the time I got the aligners the website to register them and follow instruction didn't work. I did a few months of aligning with unfortunately still no word of refunding because of their shut down, thinking thered be a turn around. I followed the process nonetheless with the instructions on my packaging (very vague) and still months in, there was still no word on payment adjustments, or credit adjustments being that the company had already forwarded my case to collections because of their bankruptcy. I am still receiving notifications to pay toward a service that did not use entirely and unfortunately when I was examined by my primary dentist, these aligners ruined my jaw and bite. I had to come out of pocket once again to fix this issue with metal braces. I am deeply frustrated with this whole process. Truly feel as though they knew where they were headed financially before my intial payment and process began. I feel scammed and taken aback by the lack of transparency and regret ever getting involved with the company.Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
I enrolled with SmileDirectClub to undergo teeth alignment treatment, but unfortunately, they filed for bankruptcy while my treatment was ongoing. As a result, I have not received any treatment because SmileDirectClub has ceased operations. Despite this, Healthcare Finance Direct, their financing partner, is demanding full payment and has threatened to send me to collections. My treatment is far from complete, and I believe it is unjust to insist on payment for services that have not been provided.I am seeking assistance to resolve this issue, as I feel I am being treated unfairly. I have already paid $800 for a service that was not delivered satisfactorily. They are now requesting an additional $1300 some to complete the payment, which I find unreasonable given the circumstances."Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
The company sent retainers to me, and they did not deliver fitting retainers. I returned the retainers, and they never cancelled the contract. They sent the contract to collections and it is hurting my credit.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I went into a small Direct location to sign up for Invisalign braces and then they went on a business. I was trying to proceed with my services getting an appointment with the dentist was not getting responses. I have the emails to prove then I asked for a refund they were trying to convince me to keep the product they gave me discounts, etc. etc. Finally I just said no this isnt. I dont wanna do it this way at that time no one was answering me. No one was complying with the refund then a couple months later I find out that theyre going out of business. No one answers the phone. No one answers the emails however, I still have a balance thats due with healthcare Direct I keep getting notices that it is past due however I did not get the services that I paid forInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I signed up for smile direct club before they went bankrupt. I was making my payments when the company was open and everything I was paying for was available. The company who has taken over Smile Direct Club is saying that I am still expected to continue to pay. However, I was paying for a lifetime guarantee, access to orthodontists, etc. The original contract was broken when the company went bankrupt. Legally I should not be obligated to pay anymore because of the contract being broken. I am not asking for a full refund or any compensation. It is just not fair for me to continue to pay for a service that did not work for me and is not able to uphold their contract.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Name : ******************************* : 09/05/1996 Email : ****************** Phone # : ************ Transaction Date : 9/4/2020 I purchased a service from SmileDirectClub that was not fully provided. The service was for teeth straightening and would include physical aligners, dental checkups, a dentists oversight, retainers, refinements, and additional aligners as needed. I signed up for this service in September of 2020. They Initially gave me a 6 month treatment plan. After finishing all the aligners, my teeth were still extremely crooked. They were nowhere near straight. They had guaranteed me that my teeth would be completely straight in the end. After showing them my teeth were still extremely crooked, they made me an appointment in store for a rescan. They rescanned my teeth and sent me more aligners 5 6 weeks later this is what they call a touch up or refinements. I did this over 15 more times with them for the next 3 years. On November 2nd 2023 I was approved for another touch up because my teeth still werent straight. They had emailed me stating they were making me more aligners. They also gave me a short video which is called the smile journey, it shows what my teeth look like now and how they will look after going through all the aligners. Some time had passed and I never heard from them, then they sent me an email saying they were closing and they would not send my aligners. I have not been able to reach a single person by phone, email, or through their website. My teeth are still crooked and SmileDirectClub did not honor their guarantee to me. They are not sending me any more aligners, I never received my final retainers because my teeth are still crooked, I have no way of getting dental checkups and there is no more dentist oversight.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I received aligners from this company and did not receive the final aligners. I also did not receive the lifetime guarantee as they went out of businessInitial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I paid Smile Direct Club $1950 for clear aligners. They offer a lifetime smile guarantee. I was given a 5 month plan, with multiple revisions (many more month). After 18 months of treatment, still under their care, they went out of business and my teeth are not straight. I now have multiple quotes from other orthodontists, continued care will be another 9-18 months and additional $3000-$6000 to finish the shoddy work they did.Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I agreed to purchase clear aligners and enter the Smile Direct program on July 14,2021. I was told I would be on a 4 month plan to correct my entire smile. X-rays were taken of my smile for both the top and bottom rows of my teeth. Both top and bottom needed correction due to crowding and shifting. I only received aligners for the top and when I called to inquire about why I only received the top I was told communication was sent to me explaining that due to the size of my mouth I would not be eligible for the bottom row! This was not communicated to me at the time of my appointment or what I agreed to when I was in the office and signing up for the program! I wanted both rows of teeth corrected. I also never received this communication from smile direct explaining this. I paid $2100 for just the top row as smile direct told me it would still be the same price. The same price for half of my mouth?! Last December I received notification that they were going out of business which nullified my lifetime smile guarantee! What a scam! I want a full refund of the $2136 that I paid!Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
After multiple tries and different trays, the fit was never right. I made several calls regarding the warping of the aligners but the issue was never resolved. I dont think I was ever a candidate for these type of aligners.
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Contact Information
Customer Complaints Summary
1,723 total complaints in the last 3 years.
578 complaints closed in the last 12 months.