ComplaintsforNovel Orthodontic Management and Services LLC
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
08/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I started my treatment in May 2022. Paid just under 7k for 2 years of treatment. I only received 1 year of invisaline. I moved out of state in June 2022. I have been trying to move my treatment to a dental office in ******* because novel is not in *******. Novel/ finance department said I get a refund of $3,069 for overpayment and moving to a different dental office to continue my treatment. I paid my treatment in full using care credit. Novel said they cant issue the refund to the same card they charged my treatment on. Since care credit was in my mom's name they asked for a credit card or debit card in my moms name to issue the refund. I gave novel finance my mother's credit card number for the refund. I was told I would get an email confirmation and the money should of been on the card. No email and no refund. This has been going on for 55 days now. I have needed rubber bands for my treatment. The dental office said they mailed my rubber bands. Received 0 from novel. I had to have a family member go to novel in person to get my rubber bands and mail them to me. I received my rubber bands from the family memeber and not from novel Orthodontics.Business response
09/21/2022
Hello, I had thought the deadline was 9/22/2022 and was mistaken in error on my behalf. If we are allowed to provide a reply still, it is below. Thank you
Novel Orthodontics appreciates and acknowledges the feedback of all of our patients and views this feedback as critical to the growth and success of our company. Priding ourselves in outstanding treatment and patient experiences, we are humbled by your feedback and thank you for the opportunity to use this as an internal method of reflecting on our current systems and processes. While we are sincere in our apology that you did not receive the high level patient experience we strive for, we are thankful for your feedback and are confident that we will continue to provide high level patient experiences that so many of our patients appreciate about Novel Orthodontics.
*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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.