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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:04/05/2024

      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.
      I never received my settlement payout to my Zelle account and I would like a check

      Business Response

      Date: 04/09/2024

      Hello,

       

      A representative from Monarch Dental-***************** will reach out to the client.

       

      Thank you,

      Smile Brands
      Smiles for Everyone!
      *********************************************************************

       

    • Initial Complaint

      Date:04/03/2024

      Type:Billing 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 went to monarch dentist which I gather is owned by smile brands in 2022 a couple of times . I paid what they told me I owned, they charged my insurance company. I received a further bill saying I owed more. I paid, zero balance. I received calls, notices in 2023 about further bill and balance. Answer I got was insurance didn't pay all. I called insurance they said they paid. I decided to ******** to stop harassment l. I just received another phone call April 3 , 2024. Telling me I now owe more money because insurance didn't pay from 2022. I was told in 2022,2023 that I had a zero balance each time I paid, now their telling me I owe again. When how insurance paid in 2022 and now refused to pay in 2024 they told me just handle payments not answers. Check local office, which when you do they say they don't handle billing transfer back smile brand. Their idea of a detailed bill is amount and insurance refused. Insurance said they can't keep charging, but they keep calling and sending notices threatening. I just want them to stop harassing me and not ruin credit

      Business Response

      Date: 04/09/2024

      Hello,

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

      Thank you,


      Smile Brands
      Smiles for Everyone!
      *********************************************************************

      Customer Answer

      Date: 04/09/2024


      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:04/03/2024

      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.
      Nature of dispute: poor quality dental work by Johnson Dental (*********************************** 93105-3138)and subsequent over charging me for dental services to correct the results of their poor dental services. On my left upper jaw I had a dental implant for a missing molar ( completed 2019)Implant became loose in less than a years time. Implant was replaced (completed 6/17/20) at no charge to me but in just over 3 years time ( August 2023) the crown then falls out of same implant. 8/7 2023 I pay $2500.00 so that impressions and other dental work can proceed to fix missing crown ( dentist will not start work unless I pay even though my insurance has not been billed ) Then several months later I received notice from my dental insurance ( MetLife) that although they denied the claim for the abutments and crown replacement (because crown lasted less than 5 years) the amount my dentist can charge me for a new abutment and crown is $2161. 00 ( preferred dentist program negotiated rate) I have made multiple calls to Johnson Dental beginning 1/2024 about this overpayment and I have been told that the district billing manager ( *******?) has to address this issue but when I asked to speak to her I am told she is not available and that I cannot have her phone number. Finally on 3/15/2023 ******* called me after I again complained multiple times to my dental office and ******* said she would issue a $339.00 refund check to me in 10 days. I never got a refund check, and when I called my dental office today 4/3/2024 to inquire about it, again I was told the district billing manager was not available to speak to and to wait 10 more days for a refund. My met life claim is # ********** 99. Johnson Dental account # *******************.

      Business Response

      Date: 04/09/2024

      Hello,

       

      A representative from Johnson Family Dental- ******************** will contact the client.  

       

      Thank you,

      Smile Brands
      Smiles for Everyone!
      **************************************************************

      Customer Answer

      Date: 04/09/2024

      as of today 4/9/24 I have not received any calls from Johnson Dental. This has been my experience in the past with Johnson Dental. The Billing and/ or reception personnel tell me they will investigate my questions and concerns and return my calls but it doesnt happen. I have to call them repeatedly only to be told that they will look into my concern or leave a message for their supervisor but I receive no return call. I will try calling Johnson Dental tomorrow AM ( they are closed now) but I am less than hopeful that they will resolve my concern.

      Business Response

      Date: 04/12/2024

      Hello,

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

      Thank you,

      Smile Brands
      Smiles for Everyone!
      **************************************************************

    • Initial Complaint

      Date:04/03/2024

      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.
      Incorrect billing.

      Business Response

      Date: 04/09/2024

      Hello,

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

       

      Thank you,

      Smile Brands
      Smiles for Everyone!
      *********************************************************************

    • Initial Complaint

      Date:03/26/2024

      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.
      In 2023 my son received braces by Bright Now dental, I had to finance the balance that my insurance did not cover which was in house finance by Smile Brands. My payments are $****** monthly. Due to financial hard times I fell behind 3 payments. In Janurary I received a call from a representative ***** in short she offered a payment plan of $94.00 after I catch the 3 payments I had fell behind on. First payment of the 3 was on Feburary 19th of ******. March I made a payment of $500.00 which should have covered March and April making me caught up with my past due payments. Since the payment of $500 I have received harrassing calls 1 stating I owe $134.00 I dispute that amount was told I would get a call back, then I received a call a few days later on 03/25/24 stating i owe $384.00 I dispute that. I request to speak to a supervisor I was transfered to ****** which he said he was manager of the day, ****** proceeded to threaten to stop my sons visit for his braces if i did not make the payment of $384.00 or stay on the payment plan of $94.00 monthly but still insisting that in order to be on the plan I would need to make the additional payment of $384.00 because according to their records I was still behind in my paymenst even with paying $500.00 as of March 13, 2024. With my calculation I should be paid up with credit, My 3 paymenst was $639.00 I was behind, I have made a total sum payment of $712.00. ****** could and refuse to explain how I owe $384.00 and what for. My balance was $1500.00 before I made the $500.00 payment which left a balance of $1000.00 which the representative told me I would still need to make a payment of $****** on April 19, 2024. I would like a break down from the begining balance to present with an explanation of charges.

      Business Response

      Date: 03/27/2024

      A represetative from Bright Now! Dental- Hawthorne will reach out to the client.

    • Initial Complaint

      Date:03/19/2024

      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 service: Begin dental crown 10/26/2023 / Complete dental crown 11/28/2023- thank you.10/26/2023 Cash amount paid by ********** Que: $2,921.95 (********** Que overpaid $1,022.70) please see attached receipt from Monarch Dental ********** location)Nature of dispute: 11/1/2023 Monarch Dental received $1,022.70 from GEHA-(GEHA Dental Federal [FEDVIP]- Government ****************************** thus GEHA member ********** Que's responsibility was $1,899.30 not $2,921.25. Please see attached GEHA *Explanation of Benefits- I provided *EOB in person at Monarch Dental ********** location January 2024- staff said EOB will start refund process, staff made a copy. DDS ******************* staff Ms. ****** and other staff said processing my refund 2/2/2024- wait 4-6 weeks for $1,022.70 check by mail, when I called early February 2024.3/19/2024 again visited office of Monarch Dental ********** location, spoke to Ms. ****** again. Ms. ****** said 2/2/2023 email re CBO, 3/19 email again and certain staff on vacation last week. My apologies I don't know their office processes, I humbly request $1,022.70 refund as this was my life's savings and I overpaid.

      Business Response

      Date: 03/20/2024

      A representative from Monarch Dental-***********/FM78 *******-******** will reach out to the client.

    • Initial Complaint

      Date:03/15/2024

      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.
      I've been taken in circles, since attempting to have a crown put in place since early Nov 2023 I paid the total amount of $935 and set an appointment to have a crown put in place after a root canal procedure.The root canal was performed at a specialist's office. A temporary crown was placed by castle dental 2 days later and I set an appointment for a permanent crown when it was to arrive in a couple weeks. However, my original date to have the permanent crown in place by castle dental was pushed back by an additional 1 month to late December.I attended my permanent crown appointment and was unable to have the crown placed because the dentist felt I should give it an additional week since I still had a bit of sensation in the tooth. We are in the December Holiday period at this point and this pushed my new appointment by another 3 weeks. Making it more than 2 months since the root canal procedure.I go in for a follow up to the root canal specialist and because of the extent of the time period between permanent crown and root canal, it is best to have the tooth extracted since the crack has travelled.I submitted a reimbursement request for my permanent crown payment to castle dental in mid-late January. It has been almost 3 months now since submitting that request and I still haven't received a refund. I've called the office several times and have been told there hasn't been an update to a decision on my refund. The office manager I've been working with has placed in notes into my account for the corporate office to see (thank you). There was finally an update that my request was being seen by the head dentist, I believe back in early March, and then that's it. It's mid March and there have been no additional updates or word on my refund. In essence I've have a crown that was never put in place, a crack that has travelled because of the extended time period between root canal and permanent crown, and am waiting for a refund for almost 3 months now.

      Business Response

      Date: 03/18/2024

      A representative from Castle Dental- AU ****** will contact the client.

    • Initial Complaint

      Date:03/11/2024

      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.
      My health insurance through smile brands was terminated without my instruction, even though I had paid, leaving me without health insurance. They have offered no solution to make this right.

      Business Response

      Date: 03/15/2024

      A representative from Castle Dental-********** will reach out to the client. 

    • Initial Complaint

      Date:03/11/2024

      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.
      Acct **********. Notified of credit of $181.60 on Account 12/18/23. Told by ***** office that refund request sent to corporate and refund will ***********-8 weeks. It is 3/11/24. No refund received and ***** office has no additional information.

      Business Response

      Date: 03/14/2024

      A representative from Bright Now- ****************** will reach out to the client. 

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair 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.
      ******* ***** office closed with no notice. I am unable to provide an exact date of service because the dental records are not available. Calls to the local office are routed to an automated answering service that does not record messages. I had a crown installed in the past year or two and it has prematurely failed. My dental insurance will only cover repair/replacement to that tooth/crown every 5 years. ************** did not do the work and rightly so will not cover/refund any of the shoddy work. I cannot go back to the local ******* office to have them repair their work because the office is closed. I cannot locate any number for a corporate office.

      Business Response

      Date: 03/06/2024

      A representative from ******* Dental ***** will reach out to the client. 

      Customer Answer

      Date: 03/06/2024

      The ******* office in *****, ** has closed.  It has been closed for over twelve months.  The local phone number is routed to an electronic message box that is full and will not accept new messages. 

      Business Response

      Date: 03/06/2024

      The District Manager for that closed office has been notified of this issue and reach out to the client. 

      Customer Answer

      Date: 03/18/2024

      Smile Brands dba ******* dental should provide services that are reliable.  I paid (out of pocket) over $1,000 dollars for dental repair that failed due to no fault of my own.  It is not my responsibility to provide my dental records.  ******* has a parent company that should be responsible for document retention.  My current dentist can certainly provide testimony regarding the repairs that were done and what caused the need for a root canal on one tooth and a crown replacement on another to be done.  The responsibility of proof should be on *******/dental.

      I still maintain that a refund is due to me for negligent dental care.  If ************************* were still in business, I would expect that I could have returned there for the work to be done at no additional charge to me.

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