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
08/17/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
11/14/2023 I completed a purchase in the amount of $1950.00 via my Care Credit charge card, This was to obtain a teeth straightening system which was to include ongoing telehealth services to use the product. I never physically recieved the product. The company only provided documentatiojn showing a tracking number was "completed" but nothing stating the item was delivered or that I physically received the product. This placed me outside of the 30 day "return" window. They were paid in full and I never got the product orwould i be able to use it as it requires "ongoing telehealth dental services" If there were a problem with the aligners, the ongoing services would allow me to adjust them and recieve updated trays. Smile Direct Club filed for bankruptcy. This led to me not being able to follow up with them or purbankruptcy. *** a return or refund of any kind. I've filed a charge dispute numerous times with Care Credit and each time they've declined to release me from owing the funds or crediting me the amount in full be ause they state I recieved the aligners, which I never did. The tracking info Care Credit supplied me only says a tracking number was completed/created, nothing shows it was actuallly "SHIPPED" or "DELIVERED" I never signed for anything. Even if I did recieve these, I wouldnt be able to use them as the ongoing months long telehealth services aren't available due to their filing bankruptcyInitial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
Smile Direct club went bankrupt while in the middle of my treatment that they had previously messed up in the first place. Starting back in April of last year. I was told this would be a 12 week treatment and would be done before my wedding in Aug 2023. That was not the case because they didnt provide me with all of the treatments and I was not able to get my teeth straightened. I financed this through Health finance direct and I am still being charged for $2600 Treatment plan that I will no longer get in which They had told me there was a money-back guarantee Especially when they didnt fulfill my treatment in the first place and I was told I would get a replacement of treatment. like I said, I will no longer be able to straighten my teeth, but I am now forced to continue payment plans with threats of being sent to collection agencies and affecting my credit score.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I was with smile direct club for 3 and a half years . Starting in 2020 they offered me hope at a affordable price . After the first set of alliner witch witch cut my gums constantly and was incredibly painful. I had to get a touch up . Becuase me teeth was not fitting in the alliners . So I did . I started to notice my gums receding from the alliners on my lower gums . I brought it to there attention. And polightly asked for a refund or for them to fix this . They said the price was the price and they would no longer do my bottom teeth . And sent out the top allingers . Then filed bankruptcy after asking for more money money from me . My teeth are now destroyed I need surgery just to fix my lower gum line . Just to get real braces to fix there mistakes. Not only since my gums have receded so far my root is exposed so I can't even have ice water . Or any cool temperature drink I have to pay 10 of thousands of dollars to fix what they have done . And I might lose my teeth at 27 years old . Please help me .Initial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
SmileDirectClub has shared my medical information with another company ************************************* I never consented for any of my information both medical, as well as the fact that I was a "patient" of theirs. I placed patient in quotes because they never treated me with the respect of one. Charged me for a service that they did not follow through completely on.Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
i started a service for teeth aligners with SmileDirect in 12/2022. they started a payment plan with the company HealthCare Finance Direct. In 10/2023, SmileDirect reported bankruptcy and stopped providing any services. I cannot reach them by phone, email or a website. I called HealthCare Finance Direct and they advised they cannot help me. I reported it to my credit card that is being charged, they advised they could not help either. I reported a claim to the ************************ but I am needing them to stop charging my account and a refund for all the months being charged without service since they reported bankruptcy. I have not dont a merchant block on my card as i do not want them to report negatively on my credit report.Initial Complaint
08/09/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I have purchased Aligners with this come that promised a lifetime guarantee. I have tried contacting them numerous of times because I am not satisfied with the product. I did research and the company filed for bankruptcy, I would like a refund due to company not following through.Initial Complaint
08/06/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Company went bankrupt and now lifetime smile guarantee now deemed void. Seeking full refund as goods/service not received as promised.Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
On February 9, 2023, I ordered teeth aligners through SmileDirectClub. I set up a payment plan of $88.97 per month through Healthcare Finance Direct, for a treatment total of $2,314.54.This was meant to be a 14-month "smile journey," with a lifetime smile guarantee and a promise that, "*************-licensed ************************** and our dental team will be overseeing your new smile, every step of the way. I was sent a box with the entire 14-months worth of aligners, and was instructed to change aligners every 2 weeks. A few months in, I noticed that my aligners werent fitting properly. I reached out to smile direct, and was instructed to just wear the previous aligners for an additional two weeks. I followed their instructions, and the aligners still did not fit properly- halting my teeth-straightening process. Then, I received an email stating, on September 29, 2023, SmileDirectClub, **** and certain of its affiliates voluntarily filed for protection under Chapter 11 of the **** Bankruptcy Code in the **** Bankruptcy Court for the Southern District of Texas to implement a potential comprehensive recapitalization of the business. This email also stated that, Importantly, these documents do not change anything about your current relationship with SmileDirectClub and do not require any action on your part. To be clear, SmileDirectClub intends to continue to operate and serve our customers in the normal course, and we are committed to continuing to provide safe, convenient, and effective oral care to our customers. Your prescribing dentist or orthodontist and our ************* and Dental Teams will continue to be available to help you achieve the smile you always wanted. Rest assured, our Lifetime Smile Guarantee remains in place.Now, I can no longer contact the company for help with my treatments. The lifetime smile guarantee no longer exists. I am still paying for aligners that did not work, as my teeth are still not straight like they promised.Initial Complaint
07/29/2024
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
My daughter signed up for their program almost a year ago. We were told that her gaps would be closed and we'd have a lifetime guarantee, with retainers for life. She finished her aligners a couple of months ago, and her gaps are still open!! Treatment is supposed to be complete, but it looks like treatment has never started. This is a health matter because she is due to have her laterals filled permanently, and now she can't even do that without the competition of braces. I stopped paying for this account because I am not receiving what we were promised, and now they are out of business. This is unacceptable.Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Last year around this time I ordered the teeth alingers from smile direct club. I chose the payment plan option which is two years long. Only after a few months of having them they went bankrupt and discontinued all services. When you buy them they promise that there will be a dentist to look over photos of your teeth to see the product working and you can get any replacement liners from them if you need. I cannot get any new liners or anything from them nor does the app that tracks progress even work any more. There is no dentist to talk to. They did not hold up their end of the service promise but I am still charged every month. I did not complete the treatment bc I had an aligner break and cant get a replacement. It is about $90 every month for two years I have been paying for probably about a year I do not want to pay for something that I am not getting serviced on anymore. I would like at least all further charges to be dropped/cancelled. If I could get a refund for at least the months they have been bankrupt that would be great. I just cant pay for this anymore when I did not get what they promised.
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Contact Information
Customer Complaints Summary
1,693 total complaints in the last 3 years.
568 complaints closed in the last 12 months.