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

  8285 W Union Hills Dr Glendale, AZ 85308-0510

• 

  Smile Brands Inc

  2131 E Camelback Rd Ste 102 Phoenix, AZ 85016-4785

• 

  Smile Brands Inc

  201 Sandpointe Ave #800 Santa Ana, CA 92707-6708

• 

  Bright Now Dental

  5726 Buckeystown Pike # B Frederick, MD 21704-5239

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:11/13/2022

  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.

  I had a dental procedure in March 2022 and Bright Now Dental has not submitted the claim to my insurance company. They continue to bill me for the entire procedure even after numerous contacts with the company. I have not gotten any resolution, and will have to attempt to submit the claim on my own because they will not submit. My insurance company states that they have never sent them any information about the procedure.

  Business Response

  Date: 11/14/2022

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

• Initial Complaint

  Date:11/01/2022

  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.

  In late August, I had dental work done at Smile Brands in Westchester ***********, which resulted in temporary dentures not fitting correctly, multiple visits with no satisfactory results, pain lasting for weeks, I had to see another dentist on my emergency leave to ***************. After my experience, I was not happy with my visit at smile brands. I should not have to pay the balance of my bill after going through this, and being a cancer patient, that compounded my suffering. Please help me resolve my dispute with this company, thank you.

  Business Response

  Date: 11/02/2022

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

• Initial Complaint

  Date:11/01/2022

  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.

  My family and I decided to assist my mom with a new mouth bridge. My mom decided to use the dental provider Monarch Dental. We decided as a family that after she received her new bridge we would take new family photos . I found a photographer in ****** that would assist with our photoshoot. My mom went in for a consultation and dental work in April 2022. In April I traveled to ***** with the hope that upon my arrival back to the ** my mom's bridge would be complete. It has been seven months and my mom's bridge is still not complete. I had to cancel the photographer due to this inconvenience. Each time my mom and I called there was always a reason why her bridge was not complete. At one point they tried on the bridge and the teeth did not fit in my mom's mouth. This entire experience with Monarch Dental has been unpleasant. I have been patient and waited long enough. I spent over $1,500 ( insurance covering the remaining amount ) to assist my mom with the smile she wanted. PLEASE RESOLVE THIS ISSUE! I am looking for a fully refund AND the service we were promised. I feel horrible that as a son I could not help my mom get the smile she has always wanted. I am seeking a refund and a repair.

  Business Response

  Date: 11/01/2022

  Please supply the patient name and if possible the office attended.

  Customer Answer

  Date: 11/01/2022

  Hi Team,

   

  My mother's name is *******************************. She was treated at the Monarch Dental located in ******, **. The exact location is ********************************************************************** 75206.

  Business Response

  Date: 11/02/2022

  Thank you.  A representative from Monarch Dental will reach out to the client

  Customer Answer

  Date: 11/09/2022

  To whom it may concern,

   

  I spoke with a representative from Monarch Dental on 11/9/2022 at 11:34am. He stated that he was unable to provide my mom service for her dental work and that a full refund would be issued to me. Please ensure that my refund it issued in full. Thank you!

• Initial Complaint

  Date:10/10/2022

  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.

  I went in to bright now to get 3 fillings on my left side. Two top, one bottom. My whole jaw, neck was in excruciating pain days into after procedure was done. I went to be seen again at the office for the pain. I wasnt sure if it was the #** new filling tooth or the #** tooth that I had a root canal done on years ago. The dr did an **ray and told me there was nothing wrong in the pictures! I was referred to the specialist and upon arrival **rays were took, I was told by the specialist that my #** tooth was hurting me because the filling was done to close to nerve causing severe pain. Something that The dentist at bright now did not diagnose with the **rays. For some unknown reason, which makes no sense because the dr at the specialist saw the problem right away. I had to use my insurance multiple times due to this. For medication ****************** meds! I had to wait weeks before being able to go back to the specialist due to being swollen and in pain. I was even in the hospital er twice! not being able to eat nor sleep because of the excruciating pain. So I got charged for hospital bills as well simply for this dentists mistake.I finally went back to the specialist expecting for the filling to be fixed at NO charge. And instead I was told the nerve had died ! So he did a root canal and I paid out of pocket 270$ Simply for the root canal procedure. Just to be told days later that I need to go back to bright now for the cap! I called bright now, scheduled an appointment. I was told it would be 600$ for the cap! if the filling would have been filled in correctly the first time Id have not have to get a root canal. if a root canal was the right way to go with to begin I couldve saved the money I spent at different places for unnecessary reasons. I reached out multiple times about this to bright now and each time was dismissed. They wont get back to me. Im looking to get a refund plus, $ for pain, suffering, on top of hospital bills.

  Business Response

  Date: 10/12/2022

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

• Initial Complaint

  Date:09/26/2022

  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.

  I'm being billed for an amount of $671 that this dental office seems not be able to file a claim properly with metlife dental. Within the last year met life has not received a proper claim with the proper information in order to process or decline the a claim. I have no problem paying for the $671 if my dental insurance company declined it, but they have yet to receive a properly submitted claim. I've even resorted to asking for a copy of the claim so we could file it ourselves the local dental office says " we don't do billing here " only corporate could provide a copy. I call corporate and they say the local office should provide a copy at this point I'm just getting the run a round. So I go back to the local office multiple visits they say corporate should send a copy to come back 3 days later a week later even though they email corporate they stilll could not provide a copy . I asked the the local office for the number of the corporate department that does the billing they do not provide it to me. Once again I have no problem paying the $671 if my dental insurance declined the claim but they are yet to receive a properly filed claim .

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint is with Bright Now Dental in ************, ******** and the office manager named ****************************** original appt. there was March 28, 2022 for a broken crown. At that time, I was told I owed $674.05 and payment needed to be made then or the cap couldn't be put on. The next day I paid on two separate credit cards...one being **** debit and the other being just ************ My next appointment was April 25 for the crown. I ended up receiving a letter from ***************************** ******** Advantage, dated April 13, that was a "Notice Of Denial Of Payment" stating Bright Now was not in network. They told me before making the first appt. that they were in network. The dental provider, Dentaquest, had them listed as one of their providers. I got in touch with MW ***************** who called Dentaquest. They were told it was a "credentialing" issue. So, I sent an appeal letter dated 4/22/22 to MW which they received 5/9/22. Dentaquest told me Bright Now was back in network on 5/17/22. I received another letter from ***************************** saying my dental bill had been paid since they accepted the bill. Now, they have been paid twice. I got in touch with ******** on 7/21 about the refund I was due since my insurance paid 50%. The money I paid them was without being covered.She told me she would resubmit her email to billing to get the refund expedited. Supposedly, billing is in another state. On 8/16 Dentaquest sent *** a fax regarding a "recoup". On 9/13 ******** called me to ask for my debit card number so the refund could be deposited. It never happened. I sent her an email asking about it, and she did not respond. A MW rep called there to ask about it and was told she was out to lunch. It was said I had a "credit" showing in their office, and *** would call me. She did not. I was told I was owed $183.00. I want my refund. This has been a nightmare. That supposed refund on 9/13 was said to take 3-5 business days.

  Business Response

  Date: 09/26/2022

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

  Customer Answer

  Date: 09/26/2022

   This has taken way too long. I was supposed to have that money in my account when the office manager called me on 9/13 when she said it would take 3-5 business days to be depo

  be deposited. I haven't talked to her since then, and she didn't respond to my email regarding this dated 9/22. MW **************** called there on 9/21 and was told she was "out 

  to lunch". They mentioned a "credit" showing and said she would call me. She hasn't called. This is plain ridiculous. I do not plan to return to this office for any more dental work in 

  the future. All I want right now is my refund. It's been most of the year. I can use that to buy Christmas gifts for my grandchildren.  

   

   

  Business Response

  Date: 09/27/2022

  This has been resolved.

  Customer Answer

  Date: 10/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/24/2022

  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.

  My family and I were new clients at monarch and went in for a cleaning. This is explicitly what our appointment was for. My son, daughter Had appointments feb 18, 2022 and I had an appointment March 2,2022. Before the cleaning we were all taken for a panoramic X-ray. This is where the problem starts as per my insurance, Monarch should have called to see if this was needed since my insurance only pays for this every 60 months. I was not told by Monarch that I was being charged or informed that that was not part of the cleaning. We were pulled into the ******************* telling us it was procedure. Monarch should have followed procedure and called my insurance to see if the panoramic X-ray was done and if it could be done again. We were not informed it was not part of the cleaning. Now I am being charged $73 each or $219 total for something I didnt authorize. I have tried to call and resolve but have been told it was my fault for not knowing about the charge and I am responsible and it will be sent to collections. This dental office is charging me for unauthorized services.Monarch Dental3329 **********************************************************************

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/20/2022

  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.

  In April 2022 I had all of teeth pulled and got full dentures at the Bedford ***** location. I paid almost $4800 out of pocket for dentures that don't function. I had them adjusted twice and was told that they couldn't do anymore with them. Unacceptable. I can't even wear them half the time because the last adjustment they did they were bulkier and the teeth itself on the denture is out of line. I can't wear the bottom ones at all. The dentist I see is not easy to talk to and she tried to talk me out of getting dentures and spending thousands of dollars on a treatment plan. My teeth were crumbling because of radiation treatment I received from a brain tumor. I am still paying for them at $195.00 per month until May/June 2023. I was told that what I got was an immediate denture. Even with an immediate denture they should function. I now have to go somewhere else to get another set of dentures and spend more money that I don't have. I won't go back to Monarch ever again. I got ripped off. I want the rest of my balance that I owe through Smile Brands Finance, which appears to be their in house financing, wiped out and cleared. I shouldn't have to pay another dime for something I can't use.

  Business Response

  Date: 09/20/2022

  A representative from Monarch Dental will reach out to the client

• Initial Complaint

  Date:09/13/2022

  Type:Billing 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.

  The company I work for provides a spending account to pay for out-of-pocket medical expenses including dental work. These funds are provided on a credit card which is used at the time of service to cover the estimated charges. **************** oversees the payments and frequently requires proof that the charges were eligible to be made with the card. Both my husband, ***************************, and I have received dental care from Monarch Dental and have paid their estimated charges with our spending account card in good faith that the charges were correct, that any adjustments would be communicated to us and any necessary documentation to validate that the charges were eligible would be provided when requested. After many attempts to get the charges verified and get the necessary documentation, I have not been able to obtain what I need. Delta, the insurance company has stated that for some of the submissions, Monarch did not use the correct codes which has resulted in the insurance company not completing payments. In some cases, Monarch has provided updated codes to the insurance company which resulted in payments to the dental provider from the insurance company that have not been communicated to us, applied as a credit, or returned to us. If I am not able to substantiate the charges, I will be required to pay the money back to ****************. In addition, I have a deadline to work this out. Multiple calls to Monarch, Optium, and Delta have not resulted in a resolution of this issue. I am requesting that at the very least, the transactions in question be reviewed and any funds that are owed to us are returned to us. Preferably, I want ALL transaction in question to be audited as it appears that they have received duplicate payments for the same services and have not returned those payments. Dates of service in question: ******* - 1/5/2021 $2,790, 4/29/2021 $685 ********* - 1/5/2021 $994, 7/8/2021 $74, 8/22/2022 $126

  Business Response

  Date: 09/14/2022

  A representative from Monarch Dental will reach out to the client

• Initial Complaint

  Date:09/03/2022

  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.

  On 08/04/2022, I had an appointment gave me an itemized list of what would be done. I was very suspicious about the information proved.In addition, the front desk charged me $25.00 and they knew when I wasnt suppose to pay $25.00. Then I returned on 08/16 I told about the $25.00 payment and brush off. It appears the place overcharge Senior Citizens because they feel we do not understand. In effort to cheat people, they converted the check into a ACH so there would not be a check at the bank. Apparently, they forgot about the duplicates. On 08/30/2022, I called to confirm appointment on 09/01/2022 and was told at that time they did not take for insurance. I told her at that time I should have paid $25.00 co pay and was told I did not make a payment. They have tried every angle not to refund by $25.00 they knew I did not owe.

  Business Response

  Date: 09/06/2022

  A representative from Castle Dental will reach out to the client