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

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  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:02/21/2024

  Type:Product 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.

  I am writing to seek your assistance regarding a matter with Emergency Dental Services located in *******, **, which has not been resolved satisfactorily. On September 9th, I visited their facility for a dental emergency. After an initial examination and imaging, I was advised that I would require a root canal procedure. I agreed to the recommended treatment and paid approximately $2,400 for the service.However, shortly after the commencement of the procedure, the dental professional informed me that the root canal could not be performed and suggested that the tooth needed to be extracted instead. Given the change in diagnosis and recommended treatment, I decided to seek a second opinion and services elsewhere. Consequently, the staff at Emergency Dental Services agreed to refund approximately $1,700 of the initial payment since the original procedure was not completed.Despite multiple attempts to follow up on the refundthrough several phone calls where I spoke with the receptionist who confirmed that my refund was noted on my accountI have yet to receive the promised refund. Each time, I was assured that a representative from their corporate office would contact me to address the issue. Unfortunately, no such callback has been received to date. Moreover, I was informed that it is not possible to contact their corporate office directly but rather that I must continue to relay messages through the receptionist.This situation has caused significant inconvenience and financial strain. The lack of direct communication and resolution from Emergency Dental Services is disappointing and unacceptable. Therefore, I am turning to the Better Business Bureau for assistance in resolving this matter and obtaining the refund of $1,700 that is rightfully owed to me.Your help in this matter would be greatly appreciated. I trust that your intervention will prompt Emergency Dental Services to expedite the processing of my refund.Thank you for your attention to this matter. I look forward to your prompt response and assistance.

  Business Response

  Date: 02/22/2024

  Hello,

  Can we get additional information as we could not locate *************************** on our system?

  Thank you,

  ** ***

  Customer Answer

  Date: 02/23/2024

  
  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:02/17/2024

  Type:Sales and Advertising 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 2/16/2024, my son and I got braces removed with them proceeding to shave down his two front teeth almost to nothing, my tooth was mysteriously chipped, which I've never had and I was sent home 20 miles away to have to come back to receive retainer that they already had. Kept me in braces for almost 8 years with only 1 years delay related to COVID. Irreversible too the drop after a lengthy period I'm braces preventing initiation of cosmetic work. Now son has shorter teeth with pictures to prove when they weren't that long to begin with and they accept no admission of wrong doing. I would not defer my dog even if services were free.

  Business Response

  Date: 02/19/2024

  A representative from Castle Dental FM 2920 will reach out to the client. 

  Customer Answer

  Date: 02/23/2024

  Speaking with them has been unsuccessful thus far with only their attempts to deny accountability, deflect a and lie. It is a waste of time. I've given them opportunities and they have ignored my concerns.

  Business Response

  Date: 02/26/2024

  The office is still reviewing this consumer's request. 

• Initial Complaint

  Date:02/13/2024

  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.

  Hi ***************** , I was eating a jalapeo popper that was not even hard, and I did not directly use or bite down on my left upper front tooth that had a permanent crown which was put in not too long ago. This is the third attempt to fix. The problem with my front tooth each time they had to do my crown over because it was too big at first and then it was too small and they never did get back to it so there was a gap between my teeth in front and I kept telling them but they were focused on my other teeth that are too long for my mouth my other crown on my right side of my mouth so they were closed and I had to wait so Monday the 12th of February 2024 to the office and they said theres nothing they can do about it and they will check with their company corporate office but still havent heard anything back. I am actually missing an interview today which is 13 February 2024 because of this if they what is fix it the first time. And actually made the tooth to fit In the first place, we would not be having these problems. Please check into this problem for me. This is a front tooth and I cant even go get a decent job because of this.

  Business Response

  Date: 03/21/2024

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

• Initial Complaint

  Date:02/12/2024

  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.

  My son started orthodontic care through Bright Now! Dental on July 9, 2020. The total amount paid by me (after insurance) was $3,789. Account has been paid in full since 2022. We started out care in ******, then was told that they would no longer have an orthodontist. So we were moved to the ********** location:****************************************************************. During our time there, there were 4+ orthodontists involved in my son's care. However, none of them remained on staff for very long, so then we were switched to a new one. Multiple times we were told there wasn't an orthodontist to treat any of the patients, so we waited months for a call back. Then our appointments would be cancelled. The last time my son was seen there was 12/9/2022. I was very frustrated so I inquired about the Castle Rock location, but was suggested to go to the Tower/Hampden location. I was not and still not okay with my son driving to Aurora, so I made an appointment at the Castle Rock location on 2/24/2023. I received a text stating that the appointment was cancelled and to call back to reschedule. I rescheduled for 8/11/23. That appointment was also cancelled. I went into the office to speak to ***** to voice my concerns. She stated that all of this is medial Malpractice. She requested that I sign a form to cancel service, also stated that she would put in for a request for a refund so that I could take him to another orthodontist to finish treatment. However, she stated that they would need to remove the braces because a new orthodontist would not start treatment with their braces on. So I scheduled a removal for 8/25/23. On August 24th at 11:26am, I received a text stating that the "appointment has been cancelled and will be rescheduled for a new set date soon". I have called MULTIPLE times to leave messages and ask for a call back. As of 2/12/2024, I have received no call back. I have received no refund. My son hasn't been seen by an orthodontist since 12/2022.

  Business Response

  Date: 02/13/2024

  A representative from Bright Now Dental- Aurora/********************* will contact the client. 

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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.

  Bright Now Dental has sent bills from 2021 for my son and now myself. I've provided insurance information back then and I don't understand what the issue is. I've called many times in 2023 and even with my secondary insurance when they were sending bills for my son when he was covered. That was handled and now **** there are bills for me from 2021. I've tried calling their local **************** several times and today finally spoke with a ******* who did not want to take my insurance information because they "already have it" after stating the name of the incorrect insurance. I've tried to handle this as I want them to get paid and now they have sent this to collections. It's been frustrating and unnecessary. I called their 888 billing number and was told that insurances pay late. It seems that they are mishandling or incorrectly billing insurances. This is not a customer problem nor is it ****************** to send patients to collections for their own errors.

  Business Response

  Date: 02/12/2024

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

  Customer Answer

  Date: 02/16/2024

  
  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:01/30/2024

  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 12/14/23 I prepaid, out of pocket, **** for services. When I went to my appointment I didn't need all the services that was advised per DDS and would be refunded 762 for the services that were not initiated. I was told the funds would be loaded back to the card used after the manager swiped my card in **** business days. That soon turned to 6-8 weeks. It is now 1/30/24 and no refund or answer to where my money is.

  Business Response

  Date: 01/31/2024

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

• Initial Complaint

  Date:01/29/2024

  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.

  Please reopen case ******* --- Nothing has happened to my complaint --- **** is a summary and updates I checked with ********** Blue Shield (BCBS) Dental. On 1/16/2023, I paid $ ****** --- BCBS said that I only owe $206.20.-- so I am owed $687.00 BCBS also looked at my 2/17/2020 --- he said I only owed $115 -- I still have the receipt --- i paid ****** so I am still owed $136.70 All in all, I am actually owed $823.70 , and this issue has not been resolved.Much to my surprise BCBS said not all the procedures done were submitted. In March 2023 called *** and asked her to resubmit -- I checked with her if I can just go over the procedures with my insurance and they can directly send to AMEX credit card the overpaid amount. She never resubmitted and she left the clinic around August? I had to start fresh with *******. I tried to explain to her the situation, Initially, I was told that I had a zero balance and Iso there is "no issue" I even called the ***** office and all that was done was to refer me back to ******* at the ****** office "I don't see a balance in your account. I kept calling the office and these were the responses " I am by myself and cannot help you at this time -- I only have 2 days of every month to do paperwork" "I don't understand what you want us to do" "I am supposed to be at a meeting right not and it just started 2 minutes ago" "I was not the one who billed you, I am new at the clinic" "Come to the clinic and bring the paperwork with you" At the end November 2023, I called BCBS Cust ************ to ask for help. He really tried to help me and called *******. He gave me an update and said that that he will mail Explanation of benefits from my last visit 1/2023 and from 2020 to ****** Dental Office and give ******* step by step instructions on how to rectify the situation. He will be mailing instructions on how to properly file the claims--- one from 2020 and one from 2023 as ******* was all by herself at the front desk and had no time to address the issue. at that time. As promised, , I received a copy of the received the documents from BCBS copy of the information that he will be sending to Monarch dental. I filed a complaint with Better Business Bureau at this time .. "A representative will contact you" was pretty much the response and I did receive phone calls and e mails from ******* saying that she was working on the case. I called Monarch 1/26/2024 to request for an update -- I had rehash what the issue was -- "ask your insurance to call us --" I have a meeting, which started 2 minutes ago so I cannot talk right now." Later that afternoon, I called BCBS --- ************ asked me to conference call *******, BCBS. ******* obtained his contact information and said that she will call ***** on Monday, Jan 29. since she all by herself at the clinic and had to take care of customers. Before the conference call, ***** informed me that there is an *************************** at BCBS for cases like mine. I also gave an update to Better Business Bureau. I--I will be 66this year and will be retiring soon. I would like to take this issue with the *** of Monarch --- I can't find it on google---"On 1/16/2023, I paid $ ****** --- My insurance said that I only owe $206.20.-- so I am owed $687.00 He also looked at my 2/17/2020 --- he said I only owed $115 -- I still have the receipt --- i paid ****** so I am still owed $136.70 All in all, I am actually owed $823.70 , much more than the $336 I though they owed me This issue is far from resolved."UPDATE I received a phone call from ************ ******* did not call him at BCBS to get assistance with filing the correct claim that will allow me to get my money. I was on a conference call wit **** (BCBS) and Meilssa (Monarch) 1/26 and ******* promised to call ***** today 1/29/2024 I will also file grievance with ********** regarding Monarch and Have just submitted a Yelp review since the wrong has never been corrected

  Business Response

  Date: 02/07/2024

  We have spoken to the client/customer and are working to resolve this issue. 

  Customer Answer

  Date: 02/07/2024

  I received a call from *****? She said that the revised claim will be filed and 1 will ge $495? On my Amex.  It is still $300 plus short of what my insurance told me to expect if the claim was correctly filed.  I will verify all recent activity with my insurance but the amount that I am to get from monarch is short of what I am supposed to get

• Initial Complaint

  Date:01/19/2024

  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.

  ************************* and his staff informed me that my dental implants were covered under my insurance knowing that the operation was not. Bright Now provided false information and fabricated false amounts for work that was to be covered by insurance. The work was never covered under my plan. Now I have a titanium s**** implanted in my gums and the provider is expecting me to pay out of pocket. $3500 to be exact.

  Business Response

  Date: 02/07/2024

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

  Customer Answer

  Date: 02/08/2024

  
  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,
  
  Layshonda ******
  
   
  

• Initial Complaint

  Date:01/18/2024

  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.

  Castle Dental refuses to release my son dental records to another dental office!!! Refuses to release his orthodontist records. The manager / owner stated that he was not allowed back in the office and authorities were called. I Need A phone call from someone asap to resolve this issue! The **************** location is horrible including the staff!!! My son has not seen the orthodontist in 6 months because this office is holding his records from him!!!! Illegal!!!!!!!

  Business Response

  Date: 01/19/2024

  Due to the deterioration of a productive/client relationship, the client has been dismissed from the office- however, we have contacted the client and have offered a resolution. 

• Initial Complaint

  Date:01/17/2024

  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 10-2-2023 was notified of an over payment of $360.60 and that I would get a refund check via mail in 6-8 weeks. I received nothing.I called them on 12-5-2023 asking them what's up. Was told it would be credited back to our payment card in **** days. I received nothing.I called again 12-18-23 was told a DM has to approve it and that it would submitted again and I should have it by 12-28-23. (not sure what DM means..Dept/District manager?) Again NOTHING!I called them on 1-2-2024 and started to get the same song and dance from them...I do not think the office personal have a clue! They repeated they would resubmit it again etc!At that point I had had enough!This is an over payment due to their poor accounting. It is our money and we want it back!As of today, It's been 108 DAYS since I was notified of this. They are incompetent or they are stealing my money!!The office phone number is ************.I found on the paper work an Email address... ************************************** The heading said pending DM approval.....this may be the DM?NO ONE SHOULD HAVE TO APPROVE A REFUND OF MY MONEY!!!I would like it back ASAP Thank you for anything you can do to make that happen.

  Business Response

  Date: 01/18/2024

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