Complaints

This profile includes complaints for Smile Brands Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smile Brands Inc

  100 Spectrum Center Dr #1500 Irvine, CA 92618

• 

  Smile Brands Inc

  1950 S Country Club Dr Mesa, AZ 85210-6008

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  Smile Brands Inc

  20235 N Cave Creek Rd Phoenix, AZ 85024-4424

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  Smile Brands Inc

  2423 W Dunlap Ave Ste 110 Phoenix, AZ 85021-2830

• 

  Smile Brands Inc

  1473 N Dysart Rd Avondale, AZ 85323-1548

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.

• Initial Complaint

  Date:02/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Company is charging me ******* for service. Indicating due to future visits. I told them that is not correct and I should only be billed for services render. I only had two extractions with bone ridge graft . They do not give a person option to not get this graft procedure making the client pay out of pocket. This bone graft should be optional. The secretary goes and tells me , when ** in the chair that extraction is ***** my cost then they do the graft without pre telling me. they are charging for 3 teeth extraction and a cleaning and I only had two extractions with bone graft. The total should be *******. I asked for adjustment and they have not adjusted the money with care credit. They are wrong to not discuss money amounts and options at first point of contact in the office. They present things when patient is in chair. Getting ready to get service. They are wrong in charging people future visits. They should only charge people for ACTUAL services. They are wrong in not letting an individual know that the bone grafting is optional. They didnt give me options they have forced me to feel the bone grafting is necessary and that is wrong also. Its not correct . I shouldnt be forced to pay for things and I should be explained this cosmetic surgery is optional. I should not have to pay for anything as I feel they have given me no options.

  Business Response

  Date: 02/06/2023

  A representative from Bright Now Dental will reach out to the client

  Customer Answer

  Date: 02/07/2023

  Again this facility has staff that is not honest. The girl stated my cost would be ***** a tooth and that is what I agree to. The  give me no options and thats was wrong.  Business utilized my personal info. To acces my credit and that is wrong.

  Business Response

  Date: 02/07/2023

  A representative from Bright Now Dental will reach out to the client

  Customer Answer

  Date: 02/09/2023

  The only response I can see was that this business was going to call me.

  I do not want to deal with this dishonest business. As a consumer / patient my only request was to remove 2 tooths. And that is all that should've been done. The other process and procedure is something this business pushed on. The girl told me my cost was ***** and that is what i agree to. They have me the patient on the chair, thinkning im ready to do what i only requested. The secretary confirm the price to remove my tooth was ***** each tooth. Nothing else was indicated. When i went to the front reception , then they tell me they billed my Care Credit, with out my consent $2012.00. Not only did they bill my insurance already for $4800.00 then me too. I can prove they access my credit card- with care credit. The did manual entry keyed to the account. No card was swiped. This business doesn't even have a complaint solution posted anywhere in their office. I never presented myself as ..yes im here to get my tooth removed and lets do a grafting of bone. Don't even know the correct process. I want full refund as I didn't agree or consent to any extra process that Insurance didn't cover. 

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 12 two of 22, I took my granddaughter to a dental appointment for her wisdom teeth. We made a second appointment to have the teeth removed. On Tuesday, December 6 of 2022. I canceled the appointment which was made the 14th December at 10 AM Friday the ninth somebody called and ask if I can cancel the appointment. I said yes the company text me about the appointment I push ***** cancel during the end of December. I was called by someone from the company asking if I had canceled. I said yes I gave him the time the date and the text message information on on one 523 received a bill for $75. I went in to bright now dental on January 18 of 23. They told me I had confirmed the appointment and was being charged the $75 for not showing up for that appointment someone in that company has lied and are not bright. Now dental and orthodontics should cease for payment of $75 .facing up to it. I let them take a picture of the bill with my refused to pay right on front of it they lost a customer from the state on shame on someone who wont fess up to the-truth.When I went into the office and questioned them about the bill, they told me I had confirmed it via text. *************************

  Business Response

  Date: 01/26/2023

  This matter has been resolved. 

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ************** Bright Now! Dental ***********************************************. I was charged $8,282.00 05/06/22 for dental services rendered by the above referenced dental practice. I received a phone call from ************************* (office manager) on 11/03/22 that I was due a refund of $800. She asked if I would like a credit to the card (Care Credit card), or a check. I advised the card had been paid off & check is preferred. **** said I'd recieve a check in 48 hours & wanted to go over the work I'll be getting done next year, once my dental benefits replenish in 2023. I advised her it's not in my budget, and I'm not looking to get any dental work done in 2023. She was noticibly annoyed & was quick to end the call. Three months have gone by. I haven't received a check, but have received several excuses & unreturned phone calls. On 12/23/22 **** told me a credit would be issued to the card. I told her it had since been paid off. This time she required proof. Verbal confirmation was no longer acceptable, attempting to make it more difficult for me. Which I immediately sent her screenshots with proof. She told me a check would be mailed out (like many other times), but had no idea when I would receive it. Just seems odd how confident she was when she said "48 hours", but now she has no clue how refunds work.$800 is a pretty big oversight just to be floating for 6 months before you inform the consumer. My guess is, once I told ************************* I would not be a returning customer, which meant she would not be billing my dental insurance another 20k, as she had done so last year, she immediately saw zero reason to issue me the refund. I am requesting the $800 refund I was advised I am owed.

  Business Response

  Date: 01/16/2023

  This is resolved

• Initial Complaint

  Date:01/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  after a year of not being able to schedule a cleaning, Today im told that i need a deep cleaning. which is going to cost $300 out of pocket. castle dental needs to take responsibility for there customers dental hygiene. It is at no fault of mine that my appointment was rescheduled twice and now i have to pay out of pocket due to their staffing issues. Id like my deep cleaning fee to be waived. I also was fitted for an implant which was lost and now have to set up another appointment to get sized again. are there reimbursing the insurance company for the appointments when i showed up for my cleaning and didnt receive treatment?

  Business Response

  Date: 01/10/2023

  A representative from Castle Dental will reach out to the client

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 some work done back in 2018 on my tooth that was a crown. I called today and spoke to the manager of this office to see if I can get a appointment set to get the tooth corrected. Since this was the second time they have fixed it and it feel out so This is not the first time its falling out. This is the second time its falling out. The manager told me it was gonna be $150. I told her that was crazy. However I needed to get it fixed. She told me she was not going to help me on due to me being rude I do not feel like I was being rude. She was very cut dry with her message to me. She was very rude, very nasty person and telling me she was not going to ever help me at that office again, She was very rude and nasty lady. Dont know if shes just having a bad day but all I want is for my tooth to be corrected as it was paid for already and to get this resolved. Thank you.

  Business Response

  Date: 01/09/2023

  A representative from Castle Dental will reach out to the client

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was overcharged in July for a crown and I still have not gotten my refund of ****** back. I filed a complaint and they said they mailed a check December 9th and I have received nothing.

  Business Response

  Date: 01/09/2023

  We have reached out to the client and this matter has been resolved.

  Customer Answer

  Date: 01/09/2023

  it has not been resolved. I still havent gotten my money back. I have gotten zero phone regarding what theyre doing to solve it. They said they got my address wrong and never got back to me. It has not been resolved. 

  Business Response

  Date: 01/16/2023

  This has been resolved

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Castle dental gave my wife Vis A Liner and after 3 days in so much pain dentist said remove them and request refund. I paid over $5000 for these and now they want to settle for half what I paid. This is totally disappointing and I will now cancel any and all appointments in the future for my whole family. I will never go back to this company again. I was in severe pain I couldn't eat and constantly taking pain pills so I returned and fighting for a full refund.

  Business Response

  Date: 12/16/2022

  Please let us know which office and the name of the patient.  Thank you

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a call stating I owed a balance with Monarch Dental for my general cleaning and x-ray done on 6/16/22 and 7/5/22. I was told I received a x-ray which is only approved every 3 years. I provided my previous dental office information. I was not aware I had to mention if they could request my previous records from my previous dental office. On 12/9/22, I received a call from Monarch collection requesting if I wanted to satisfy the balance. I was unaware I owed a balance. I mentioned I would like to research. Via Delta Dental portal is reflects I owed $178. I also spoke to a rep and they confirmed the balance was correct. I then contacted Monarch on 12/12/22. I spoke *********************** at the ********** office. She failed to greet me, she was very rude, and she delivered horrible customer service. I am happy she has been in the business for 17 years. She stated I only owed $76. She told me whoever said I owe $178 was wrong. I told her the collection agent, the Delta Dental portal, and the rep with DD reflects $178. For years, I have been consistent with my dental hygiene. I have not been billed for a general cleaning in years. I wanted to see what type of service I received which left a remaining balance. In addition, I never received an invoice from the Dental office mentioning I had a balance. This would be helpful before going to collection. I am requesting these charges been resolved for misuse of billing and lack of communication. Below I am providing what I see via Delta Dental. Attached I am attaching EOB from both visits. I look forward to hearing back.

  Business Response

  Date: 12/13/2022

  A representative from Monarch Dental will reach out to the client

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Was over charged for a crown replacement and office manager has not refunded money and its been 4 months. Office manager will not give me contact info for the accounting department and I dont know what else to do. I just want my $268.00 dollars back that I was over charged. She said they sent a check but I never got one and I have given her my credit card information twice. She has been rude, condescending, and barely responsive. And she will not give me contact info for the accounting department. Im at a lost.

  Business Response

  Date: 12/07/2022

  The refund check was sent to the address on file 10/28/22.  That check has been voided and a replacement check will be mailed to the updated address on 12/9/2022.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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, on 10/3/2022 I went to bright now dental in *********, ** to get my cavities fixed and also to fix the upper four teeth 7,8,9,10. I also went to see if they were approved by my medical insurance to be covered and was the financial manager told mid procedure I was denied. I was sedated with numbing cream about four shots and had no glasses which I need to see because of my bad eyesight. I had to follow her to her office under these conditions. Later she sat me down and explained to get the top four teeth fixed I need to get financed because of supposedly being denied. When I signed the contract I wasnt in the best conditions to do so I found that weird because usually they wait till after to finance. I was then coerced into signing this contract without telling the Apr or the total amount including fees bright now finance charges. I was assumed my medical was denied because she told me so but later after signing the contract I called medical and they representative told me they never received a authorization for the teeth and I called the dental office to ask why they never sent it they said they knew I was going to get denied and I told them regardless their supposed to send my insurance all procedures done regardless if I get approved or denied so I found that really strange. Later on when I went to the office to dispute the problem the financial manager and ***** the receptionist said they will send the the proper codes and procedure to my dentist and I waited a week to find out to get approved or denied and the medical representative said that I was denied but because they sent in the wrong code they sent in ************************************************************************************* the proper code is **** for crown porc/ceram. He told me to contact again to resend for approval with the right code and I called them this morning and they told me they didnt send it because they assumed it was going to be denied. The receptionist threaten to ****

  Business Response

  Date: 11/16/2022

  A representative from Bright Now Dental will reach out to the client