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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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Smile Brands Inc has 374 locations, listed below.

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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:01/12/2024

      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 son had oral surgery with Bright Nows ******************* office in June 2023. Part of procedure was my submitted to it insurance provider, Delta Dental, properly, as anesthesia was submitted without prior authorization.I received a bill from Bright Now in October 2023 for the balance of anesthesia claim that was denied. My husband and I have consistently called the office and Delta to get this resolved. ***** has advised that if Bright Now resubmits for prior authorization and then resubmits the claim, it will be approved.Bright Now will not do this. They have been lying since October, making up excuses that they cannot resubmit, or that Delta denied their submission, which ***** has proven to be false.

      Business Response

      Date: 01/15/2024

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

    • Initial Complaint

      Date:12/28/2023

      Type:Sales and Advertising 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 had an allergic reaction in my gums. I went into bright now dental and they said I need a root canal and to see a gum specialist. I informed them that I had a medical condition and had sensitivity. I expected them to at least research what they gave me. They didn't and gave me amoxicillan. I am currently unaware of all my sensitivities. I had a horrible reaction to this medication. I missed work and was extremely ill for a month. I also explained I didn't want implants and that I have reactions to metals. They charged my insurance ******** for ********** surgery, and a bone graph. I don't use ********* and I didn't need the bone graph. They charged me another ****** out of pocket. There is still a 400 dollar balance. They almost killed me.

      Business Response

      Date: 01/05/2024

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

    • Initial Complaint

      Date:12/26/2023

      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.
      12/07/2023 paid ****** using aVisa card for future dental service;On 12/14/2023 decided not to use castle dental .Manager{******* W}indicited the money would be refunded to my card.it is not as of this date 12/26/2023

      Business Response

      Date: 01/04/2024

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

    • Initial Complaint

      Date:12/26/2023

      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 received a bill for over $200 and I asked them about it in office, they told me they couldn't tell me why a service wasn't covered, and I would need to contact the insurance. I talked to the insurance who informed me that the billing was not done correctly. I have been trying to reach the management at my dental office, because I was told that's who I would need to speak with. It has been a week and I still can't get a hold of management. I have called, left messages, asked for call back and even went to the office. When I went to the office, online said they were open, they had no hours or closed signs on the door but the doors were locked and no one was there, it was normal business hours according to their website. Meanwhile their billing keeps calling for me to pay them.

      Business Response

      Date: 01/04/2024

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

      Business Response

      Date: 01/04/2024

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

      Business Response

      Date: 01/04/2024

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

      Customer Answer

      Date: 01/04/2024


      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.

       

      Update: Spoke with Bright Now Dental and confirmed issue has been resolved. 


      Regards,

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

       


    • Initial Complaint

      Date:12/05/2023

      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 appt has been cancelled 3 times this year due to the offices fault. It is for a deep cleaning for the other half of my mouth. I already had half my mouth cleaned and my other half has been waiting for months. Now that they cancelled my appt for the third time it is being pushed to a new year causing me to have to pay my insurance deductible again at not fault of my own. Not to mention only half of my mouth has been cleaned and its taking me months to finish the other half. I am not happy that due to their fault I have to pay a deductible again. This is taking money out of my pocket because they wont follow through with their appt. I called the office asking for a sooner appt to avoid this if they are not able to waive the deductible because its their fault and they are unwilling to work with me.

      Business Response

      Date: 12/05/2023

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

    • Initial Complaint

      Date:12/01/2023

      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.
      Can someone give me a call regarding my balance owed on my account since 2022. In addition, I would like to make a formal complaint on services I received for my implant work at the ******** location in 2022. Ive already formally complained about implant work received at the ***** location in 2020. I now have permanent damage to my lip and nerve associated with the implant. The work performed does not look good at all. One of the implants had to be removed already and another one is noticeably bigger than the two teeth on each side.I may be reached at ************.Respectfully,************************* 2-26-1978

      Business Response

      Date: 12/04/2023

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

      Customer Answer

      Date: 12/04/2023

      I am okay with the dentist calling me. However, I do not believe a phone call will resolve the issue. 

      Business Response

      Date: 12/07/2023

      The practice spoke to the client and a resolution has been reached. 

    • Initial Complaint

      Date:11/30/2023

      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 went in for a xray and dental cleaning. They told me I had to get a deep cleaning and insurance will cover it, I came back and after it it was done I was told I owe 130. I paid it and left. 6 months later they sent my account to collections for 300 and said I dont have insurance. I have Dental insurance for years. UHC Dental account #*********. I called them and they told me they been trying to reach them. They need the periodontal chart that reflects the date of service 4/11/2023 and 4/12/2023. I cannot reach them, I want this fixed. If I had known insurance doesnt cover it I would have never had it done.

      Business Response

      Date: 12/04/2023

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

    • Initial Complaint

      Date:11/28/2023

      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.
      Two of my children had dental cleaning at this dentist on March 17th 2023.I have visited this dentist in person several times due to incorrect insurance information.Because this dentist never pickup the phone and never call me back when I leave the messages.When I went to the dentist on October 19th, I received a printed copy of the insurance information and confirmed that there were no errors in the information.But the insurance representative/office manager, ***************** claimed them to my insurance so I keep receiving bills and phone calls from the business office, $241 and $208. The last call to my insurance company was on November 27, 2023 but said they never received any claims in March 2023.It looks like ***** is refusing to claim after corrected my insurance information. When I told her that my insurance never received claims, she said the insurance denied. But insurance says there is no any history of denied the claims.Please help me to resolve this problem.

      Business Response

      Date: 11/29/2023

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

      Customer Answer

      Date: 11/29/2023

      I want this dentist to claim my childrens dental cleaning to my insurance company with corrected insurance information.

      Business Response

      Date: 12/11/2023

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

      Customer Answer

      Date: 12/12/2023


      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:11/24/2023

      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.
      Verified prior to appointment that it was going to be a free consult several times before I actually went in abdominal now discovered they fraudulently charged my insurance for x-rays and evaluation. I will report this with the state board of dentistry and health department for fraud, waste and abuse for filing illegal ********

      Business Response

      Date: 11/27/2023

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

    • Initial Complaint

      Date:11/22/2023

      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 paid for some upper and bottom partials, for my teeth in June 2023. The partials are not up to my standards. They look horrible!The fit and the look is awful. I told the office this my first time, seeing them in early October. On October 31,2023.I told them again, cause I was done with them. A District Manager was supposed to call and I have yet to hear from her. I contacted the office numerous times and they keep dodging my calls. I'm fed up and they can't just keep my money. They are horrible

      Business Response

      Date: 11/27/2023

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

    Smile Brands Inc is NOT a BBB Accredited Business.

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