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Business Profile

Dental Marketing

Smile Brands Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Marketing.

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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    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:08/31/2022

      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 took my 7-years-old daughter to get cavities filled and the job was done incorrectly. ********************************* failed to do the job accordingly. It appears that he was under the influence. Upon further research, ********************** has been arrested for cocaine use in Hillsborough County. Why would Bright Now Dental hire a dentist with such a history to work on children? I have filed a complaint with Bright Now Dental and upper management failed to respond. I took my daughter to another dentist and it is required for the job to be redone. Bright Now Dental should assist ********************** in getting into substance use treatment AND reimburse me.

      Business Response

      Date: 09/01/2022

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

    • Initial Complaint

      Date:08/25/2022

      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.
      i advised when I scheduled my service to have all my teeth taken out and my dentures made that I would be retiring in January 2022. I asked for a full bill to pay for all services so we could pay and be done before my insurance was ended. We were provided a paid in full bill of ******* that was for extractions, temp plates and upper and lower denture. We paid this bill on 11/18/2021. We are now being billed for ******* for the upper and lower plate because they did not turn it into our insurance until March of 2022. The office has been very rude to us even hanging up on us and told us it is not their fault we did not give them the correct insurance info. They stated they could not send to the insurance until the plates came in in March. So the ******* price is now ******* and the sad part is the dentures are horrible and I can't wear them. I have been back for multiple adjustments and they want me to turn this into my wife's insurance that I am on now.. This is a scam to get more money that what was agreed upon.

      Business Response

      Date: 08/26/2022

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

      Customer Answer

      Date: 08/30/2022

      We were contacted by someone that we could not understand and left wrong numbers to call back.  This issue is far from resolved!!!  We have not spoke to anyone to date other than the rude office people from Bright Now! that we dealt with before we filed this complaint.

    • Initial Complaint

      Date:08/22/2022

      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.
      8/22/22 - I have been trying to resolve a billing matter with Monarch Dental since 7/2020. I have spoken with several billing Office Managers and no luck. My account has also been serviced by their collection team at Smiles Brands. I want this resolved to avoid it from impacting my credit because of Monarch Dentals lack of handling customers billing accounts. I feel I am due a refund due to the discrepancy from the EOBs received from my dental insurance versus Monarch Dental billing in the amount of $1,015.60.Office Managers: ***** and ********** can be reached by email: ******************* or phone: **************.Thank you!

      Business Response

      Date: 08/24/2022

      A representative from Monarch Dental will reach out to the client

    • Initial Complaint

      Date:08/03/2022

      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.
      January 2022, Dr. ****** advised me she would replace crown 13 due to it being improperly placed. I had to pay for 2 root canals, see a specialist and go back to this office. Spending over 6 thousand dollars and the work is still not correct. I went to another dentist to get evaluate and they showed me the **ray that shows crown was never done correctly in the first place. Original the office stated they will re do my crown with no extra fees and now they want me to pay another $600 when I should have been honored what they told me but because that dentist does not work there anymore they will not honor it. They just keep trying to take my money and thats not right ! I have to now get my crown done at another office for $1,100. Again they made this error twice and Ive had to pay the fees each time when it was not due to improper higiene but on the dentist not correctly doing the job.

      Business Response

      Date: 08/04/2022

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

    • Initial Complaint

      Date:07/29/2022

      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.
      Cigna found the amount/& type of charges applied unacceptable once they saw the ****. I.E: multiple exam charges, misc. charges for services that were never rendered, basic setup of tray [included in cleaning] charges [twice], x-rays [four separate x-ray charges, that is] that were supposed to be covered under ordinary yearly care, fluoride charges that were to be covered, and so on & on. How'd this happen? In short, during our visit [first & last visit] they claimed they were unable to connect insurance & handed us a **** over $500 to pay that day out of pocket. Once I contacted Cigna, there was no record of Monarch even attempting to make contact. I called Monarch to discuss & was told that our claim was processed to insurance the following day. Weeks go by. Nothing from Monarch was sent to Cigna. I call..was given a BS reason why our claim was on "hold" and now it was being sent that day [weeks later] after I had to call and babysit their office duties. At this point I've already sent the charges to Cigna and also took them to another Monarch Dental for second opinion. Both confirmed my suspicion of Monarch in Lake Worth. And apparently this office has quite the reputation for this type of activity. I called Monarch at Lake Worth [******** in particular-"Ms. *****************************, Office Manager" per BBB] to discuss the grievance & collect a refund for the $500+ out of pocket I paid & for them to submit the claim via insurance as all other dentist have done for every cleaning I've had in my life, then cycle back to me with the **** if there was further requirement. In short I was told to **** off, I wasn't getting my money back, and was hung up on while trying to speak. So now I'm going to have to open an investigation via my insurance company and am now in the process of engaging a dental fraud case against Monarch in Lake Worth via legal as well. I've used three other Monarch Dentals and they were all superb experiences.

      Business Response

      Date: 07/29/2022

      A representative from Monarch Dental will reach out to the client

      Customer Answer

      Date: 07/29/2022

      I cannot accept the given response "will reach out to the client" until a resolution has been conclusive. 

      Business Response

      Date: 08/01/2022

      The office will reach out to the consumer again to resolve

      Customer Answer

      Date: 08/03/2022

      Will not accept outcome until fully resolved in full.

      Business Response

      Date: 09/02/2022

      I wanted to let your office know, that this complaint was resolved.

      Patient was contacted by *********************, on August 8th, patient's concerns were heard, and to satisfy patient's concern we issued a full refund not only for his services, but also for his wifes in the amount of $503.  

      I wanted to reach out in hopes to over turn the decision to close as unresolved. 

      Thanks,

      *****************************
      Office Manager
       
      Monarch Dental
      & ORTHODONTICS
      6628 ******************************************************************** 76135

    • Initial Complaint

      Date:07/26/2022

      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 got my teeth cleaned June 4, 2021 and was told I needed x-rays and that they would be covered under my insurance. I then received a **** (1 year later) with a charge labeled "balance forward" for $62.60 on 7/10/2022. **** rep can only guess this **** is correct and is for the **Rays. The ***************** item states "balance forward" and does not offer description of service or date. Please note that I was just informed of this charge 1 year later and told the x-rays were covered during my visit.

      Business Response

      Date: 07/27/2022

      A representative from Monarch Dental will reach out to the client

    • Initial Complaint

      Date:07/26/2022

      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 taking my kids to Monarch since they were little. So I needed to have all of my teeth pulled and get dentures. Going to Monarch was a huge mistake and a waste of my money. They didn't give me any instructions after I had my teeth pulled and the dentures put in. I went back and she yelled at me because I had not taken them out. Anyway after that first time of taking them out that was it. They no longer fit. I went back twice a month for 4 months trying to get them to fix them and they never could. So I have not had any teeth since October of last year. I went to a new dentist last week and she told me that those dentures were way to big for my mouth. She asked if they looked like my regular teeth and I said no. To make a long story short I have been paying ****** since Oct 2021 and am supposed to continue until Sept 2022. I am getting new dentures that snap on for less money that I paid for ones that don't fit. I am researching a malpractice suit because I know I am not the first one to have this issue. Never will I go back. This is the Monarch office in **********, **. We were trying to come to a resolution and he called but I was sick so I sent him two emails with no response. I was supposed to hear from someone at Monarch and I never did. I want them to reimburse me the amount of the dentures that I paid for and I will continue to pay the rest. I just want this resolved.

      Business Response

      Date: 07/27/2022

      We have spoken with the client and are working to resolve the issue.

      Customer Answer

      Date: 07/27/2022

      I have not heard from this company since back in June.  I have asked for a itemized statement of the money they are refunding but I have yet to get one.

      Thank you.

      Business Response

      Date: 08/05/2022

      This matter has been resolved. 

    • Initial Complaint

      Date:07/14/2022

      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.
      Schedule an appointment for the afternoon of June 30, 2022 for a cleaning. I haven't been to a dentists in several years and I needed to get this done. I teach and cannot afford the teachers insurance, and I do not have health insurance or dental coverage, so this is out of pocket.This was at ************************************************************************** I went into the office, filled out the paperwork, and they told me they needed to do x rays as a new patient. This is not unexpected, so they took x rays. The dentists comes in and looks over my teeth and wasn't very complimentary towards me, or the toothbrush that I was using.I w kept asking if I was getting a cleaning, and they say, "it depends on our hygienists schedule".I told them repeatedly I was there for a cleaning and was in no pain of any kind.They sent the front office manager in there to talk to me and he said that I have some kind of bacterial infection going on with my gums, and that I need a deep cleaning that involves getting under my gums and that it would be $700-$1000.I told him I just wanted a regular cleaning and he said "I cannot do that. With this diagnosis a hygienist can lose their license if they clean your teeth."I was frustrated and knew I was going to go to another dentist for an opinion, then the office manager charged me $139 for the x rays and for the dentist looking at my teeth.I left the office paying $139 for nothing of value given to me in return. No services were rendered by then to me at all.I have excellent credit and this office manager was holding me hostage over the payment, and admitted that there was misleading signage ** in their window about new patient pricing that he needed to take down as well. I want my $139 back, because I paid them and NOTHING was done for me. I paid them $139 and nothing of value was returned to me. It was not an exchange of money for services.

      Business Response

      Date: 07/18/2022

      A representative from Monarch Dental will reach out to the client

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 taking my kids to Monarch since they were little. So I needed to have all of my teeth pulled and get dentures. Going to Monarch was a huge mistake and a waste of my money. They didn't give me any instructions after I had my teeth pulled and the dentures put in. I went back and she yelled at me because I had not taken them out. Anyway after that first time of taking them out that was it. They no longer fit. I went back twice a month for 4 months trying to get them to fix them and they never could. So I have not had any teeth since October of last year. I went to a new dentist last week and she told me that those dentures were way to big for my mouth. She asked if they looked like my regular teeth and I said no. To make a long story short I have been paying ****** since Oct 2021 and am supposed to continue until Sept 2022. I am getting new dentures that snap on for less money that I paid for ones that don't fit. I am researching a malpractice suit because I know I am not the first one to have this issue. Never will I go back. This is the Monarch office in **********, **. We were trying to come to a resolution and he called but I was sick so I sent him two emails with no response.

      Business Response

      Date: 07/18/2022

      A representative from Monarch Dental will reach out to the client

      Customer Answer

      Date: 07/18/2022


      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,

      *******************

       

    Smile Brands Inc is NOT a BBB Accredited Business.

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