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Business Profile

Dental Marketing

Smile Brands Inc

This business is NOT BBB Accredited.

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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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Smile Brands Inc has 374 locations, listed below.

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 44 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:06/16/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      To Whom It May Concern,My name is ***** B. ******** (DOB: **********), a patient at your Bright Now Dental clinic in ******, ************* November 19, 2024, I received a crown on tooth #** following a root canal, as prescribed by your dentist, Dr. ** *****, to prevent further infection. This was not elective careit was clearly medically necessary. At the time, I was told the procedure should be covered by my insurance provider, ******************However, ***************** later denied the claim, stating that pre-authorization was required but not obtained. They also informed me that I am not responsible for the charge, as the provider failed to follow required billing protocols.This is a burden I should not be asked to carry. According to standard practice across the dental industryand consistent with *** guidelinesthe responsibility for securing pre-approval lies with the provider, especially when recommending medically necessary treatment. Your staff did not obtain this approval in advance, despite this being routine in similar cases.I have spent more than seven months trying to resolve this issue in good faith. As the denial stems from an internal administrative oversight, I am formally requesting that Bright Now Dental waive the outstanding charge. It is neither reasonable nor ethical to hold a patient accountable for a misstep made by the provider.Please confirm in writing that this charge will be removed from my account.Sincerely,***** B. ********

    • Initial Complaint

      Date:06/12/2025

      Type:Product Issues
      Status:
      Unanswered
      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 had a bridge replaced because the told me it was needed. They recommended, i get an upgrade to porcelain. They said it was guaranteed, and that if anything happened to it, it would be fixed or replaced. So on the week of May26th my bridge broke. I believe I went to see them on 5/30/2025. they took a x-ray and the dentist came in and said it wasn't broken, it was only chipped and loose, They did nothing about it. the said my teeth needed to be clean. When I said I would just get a regular cleaning she said we can't do a regular cleaning. She asked did I have insurance I said yes. The office manager said I do not have insurance and to come back when I get some. I told her I do have insurance and its called guardian. I told them my bridge was guaranteed and its broken and I want it fixed. They said they will not fix it because its not broken only loose. so I left. Then on June 4th 1/2 of the bridge fell out and part of it is still attached to where it was broke. I called right away and the office manager said to come in on Friday the 6th at 8 am and my bridge will be replaced. I went in at 8 am and they wanted my insurance information and I told the it was guaranteed and they don't need my insurance info because once my bridge is replaced I will not be back. The office manager said they need to bill the insurance so I told them if they won't honor the guarantee the I will pay some one else to fix it. I had stopped going to that dentist over a year ago because the do work the don't need to without asking and they also bill you for things they never did. I went back only because my bridge was supposed to be guaranteed. The staff has always been very rude, dishonest, and untruthful. When I went on Yelp to write a review, there were so many bad reviews very similar to mine. All I want is for them to honor my guarantee and replace my bridge at no cost as what was offered at the time of the bridge was put in. Honestly I'm worried the will to it incorrect in spite of me.

    • Initial Complaint

      Date:04/15/2025

      Type:Order 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.
      The enclosed attachment is the treatment plan for November 12, 2024, November 20, 2024, and December 17, 2024. The treatment plan showed out of pocket would be 50.00, but I had to pay 740.00 when I checked out on December 17, 2024. Also, I paid 20.00 on 11-20-24. Castle Dental should reimburse me 710.00. Enclosed is an attachment with a copy of the 62.00 receipt and the 740.00 receipt. United Health Care filed the claim out of network in error and reprocessed the claim in network. After reprocessing Castle Dental owed me 205.00. Castle Dental refused to reimburse me, so UHC paid 205.00. Castle Dental was deceptive and should be held accountable when the treatment plan showed a 50.00 estimate for the patient portion.

      Business Response

      Date: 04/17/2025

      Hello,

      A representative from Castle Dental will contact the client.

      Thank you,

      Smile Brands

      Customer Answer

      Date: 05/07/2025

      Rebuttal to complaint case number: ******** The enclosed attachment is the treatment plan for November 12, 2024, November 20, 2024, and December 17, 2024. The treatment plan showed out of pocket would be 50.00, but I had to pay 740.00 when I checked out on December 17, 2024. Also, I paid 62.00 on 11-20-24. Castle Dental should reimburse me approximately 700.00. Enclosed is an attachment with a copy of the 62.00 receipt and the 740.00 receipt. United Health Care filed the claim out of network in error and reprocessed the claim in network. After reprocessing Castle Dental owed me 205.00. Castle Dental refused to reimburse me, so UHC paid 205.00. Castle Dental was deceptive and should be held accountable when the treatment plan showed a 50.00 estimate for the patient portion. I have not been contacted by Castle Dental concerning my complaint.

    • 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. 

    Smile Brands Inc is NOT a BBB Accredited Business.

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