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:11/17/2023

  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.

  The Dentist told me they would fix the issue if I couldnt chew still on the side of my mouth they damaged after replacing a crown. I went in for a cleaning that was never done. They told me I have an old crown and it needs to be replaced yet I had no pain as well as a mouth guard for grinding which I get that part. They said to wait at least 6-8 weeks because the nerves could be damaged slightly. I went back saying I still cant chew on that left side of my mouth and they said the tooth might be cracked now and refused to fix anything. Over a year now and I still cant chew on that side and now causing the other side discomfort because all my chewing of food is on the same teeth on one side. Im frustrated and dont feel that I should have to pay another dentist to fix the problem. Meanwhile I can really only chew soft foods. I dont want their services ever again but I want the amount I paid to them refunded so I can pay a better dentist to fix my problem so I can go back to eating food without pain every day!

  Business Response

  Date: 11/20/2023

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

• Initial Complaint

  Date:11/10/2023

  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.

  On 10/31/2023 asked for the insurance coverage amount that would be covered on my wife dental work . I call more than ********** to find out, and was told they would call me back I'm still waiting. On 11/8/23 I called and asked for the district Managers Phone ( *****) # and was told they can't give it out. So i asked if she could call me NEVER got a call. This is not a way to run a business.

  Business Response

  Date: 11/13/2023

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

  Customer Answer

  Date: 11/14/2023

  
  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:10/27/2023

  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 daughter started services at Bright Now Dental in ****************** in August of 2022. Her plan was for 36 months for orthodontics, and we were requested to pay in full prior to starting services. After insurance our fees were $2,3780 Her last visit was in May 2023. Their current doctor left the practice and Bright Now Dental did not have a replacement doctor for months. They also were unwilling to transfer us to another office. Eventually I had to research another provider. Since May I have called almost monthly to ask for a refund since I paid in full. I repeatedly get told the same story, the claim has been filed and they are waiting on a resolution. It is going on 6 months, and I have another dental provider that needs payment. On 10/27 I called the office and was told their team is on leave until 11/9 and someone will return my call then. This organization needs to be held accountable and the service being provided is unacceptable.

  Business Response

  Date: 10/30/2023

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

  Customer Answer

  Date: 11/02/2023

  Having the office in ****************** call to resolve this issue, is likely not going to happen. For 5 months I have had to call them. Not once have they reached out to me for a resolution, or to provide an update.   Who can issue/offer refunds?  I dont believe its the individual office locations that are responsible for the corporate financials. They always tell me that their "system" says its under review.  Please provide a better option as working directly with the office in ****************** has been unsatisfactory.  In addition, my insurance company is also trying to get refunded, and have been unsuccessful.    

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 March of 2022, I was seen for the first time at Monarch Dental for tooth pain, which was determined that a root canal was needed. That out of pocket fee was *******. That included a temp and permanent crown. When the permanent crown was placed, I felt and heard a crack. I stated this tot he Dr. and he had no concerns, and said that it was just probably due to the adjustments. Shortly after, I was still experiencing pain, same as before treatment. I went back, and again mentioned the cracked crown and while it was confirmed that there was a crack, nothing was recommended. I went back once again for a cleaning and mentioned that In was still having pain, so I was given two antibiotic injections, but soon after the pain was back and was referred to a specialist also within Monarch Dental, which resulted in a repeat root canal and was charged ******. I was still experiencing pain, so I went back and it was determined that it was actually the tooth next to the original tooth that needed a root canal, and I was charged an additional ******. Before paying, Monarch Dental confirmed that i would not accrue any more charges and that I paid all in full. I also mentioned that the medication I was given was not helping me, and so I was then given a muscle relaxer because the dr. said the pain was due to muscle pain in the face. However, I confirmed that I could pin point where the pain was coming from and while I did have face pain, I also had headaches, ear and neck pain due to pain traveling from the tooth or teeth. I feel that the dr was just guessing at this point and that my symptoms were dismissed. Shortly after I received a bill from Delta Dental, which prompted me to call them to resolve the billing and file a grievance. It was then determined that I had been overcharged from day one, but when trying to retrieve itemized bills from the offices I would always have to leave a message and never received call backs, so therefore delta dental could do nothing. Still hurts

  Business Response

  Date: 10/12/2023

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

  Customer Answer

  Date: 10/12/2023

  I am unsatisfied with this response. I have called on several occasions and was never called back. The business has been aware of my concerns for some time and has not once made an attempt to help me or answer my questions. 

  Business Response

  Date: 10/23/2023

  The office has reached out to the client and received no response. 

  Customer Answer

  Date: 10/26/2023

  The last response was that they were going to reach out to me and I declined that response. Respectfully, I have called them before even filing a complaint several times and no one attempted to return my calls or get me what I needed. Now that *** made a complaint they want to reach out. I ended up needing surgery due to this issue as the tooth was not able to be saved and when they called (once) I was in surgery. Id like a refund of all services. No other options are acceptable at this point. I am out of pocket more money due to their lack of care and have nothing more to discuss with them. 

• Initial Complaint

  Date:10/07/2023

  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 wisdom teeth extraction done June of last year while having BOTH medical and dental insurance through my employer. I was told by bright now dental my dental insurance requires a denial of claim from my medical insurance. As of today despite multiple calls to this bright now dental office and them saying they have already submitted the claim multiple times, my medical insurance still says they have not received anything. This forced me to pay for the bill so it would not go to collections. Bright now dental has told me just to wait for the past year and still nothing has been done. I demand a refund for the total amount

  Business Response

  Date: 10/09/2023

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

  Customer Answer

  Date: 10/09/2023

  I have already been calling the past year and 4 months every few months or so and nothing as been done. I will not consider this resolved until Bright now billing does their job correctly and send the claim to my medical and dental insurance

  Business Response

  Date: 10/10/2023

  Bright Now Dental ******* is working with the third parties involved for a possible resolution. 

• Initial Complaint

  Date:10/06/2023

  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.

  I have a implant that is no good and I need to get it done all over again and Im asking for a refund

  Business Response

  Date: 10/09/2023

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

  Customer Answer

  Date: 10/09/2023

  
  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,
  
  Diamond Lair
  
   
  

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  2-3-23 My son ************************** had root canal service performed by *******************, I paid cash in advance. After the work was complete my son called me and said the dentist broke a file in his tooth. He said the dentist told him that it was our choice if we wanted to fill the tooth with the file in the root or go to the endodontist in ****** to have the file pulled out. We decided at the dentist suggestion to fill the tooth with the file in it and put the permanent crown. The office made the appointment for 3-8-23 for filling the tooth with the file in ********** the crown. 30 minutes before the app. the dentist office calls and ask if we have seen the Endodontist. We told them no, we already let them know we decided to have the dentist fill the tooth and place the crown. The dentist then said she would not do that, and we will have to make an appointment with the endodontist to pull the broken file piece. They said they would transfer the amount for the root canal to the ****** location so we will not have to pay anything for the Endodontist appointment. I call the endodontist and get appointment for 4-25-23. By 4-25-23 the dentist (********************) at Magnolia location has quit and the crown has been transferred to the ****** location. My son takes off work again. We show up and fill out all of the paperwork, while we are waiting to be called, they print a paper stating it will be about $1300-$1500 to remove the broken file. I tell them the funds the Magnolia location sent over are supposed to cover the procedure to repair the mistake. They told me they applied $268 and $1300 is due to remove the broken file. The ****** location said they would refund the money for the root canal because its a failed procedure. My son's root canal is still incomplete and we did not receive a refund and he still has the temporary crown in place with the broken tool in it. I do not want a refund. I would like the mistake to be corrected and the root canal completed as soon as possible.

  Business Response

  Date: 10/02/2023

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

  Customer Answer

  Date: 10/03/2023

  I have been trying to get this matter resolved since February of this year. The dentist that caused the damage quit shortly after and the magnolia location said my son would have to go to the ****** location to have the tool removed. The ****** location wants to charge me an additional $1,500 to remove the tool the dentist at the Magnolia location broke off in my son's tooth. The root canal is paid in full, I do not feel we should have to pay additional funds to fix a problem the dentist caused. I would like an agreement through the BBB that the root canal will be completed, and the tool removed at no additional charge.

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 was fitted for a dental crown in November of 2021 in the *********** office and provided the cost. After the office ordered the crown, the dentist left the practice and I was not scheduled to have crown placed until January of 2022. At that time a new dentist placed the crown. It was very tight and uncomfortable and I had to return the following week. At that visit, the dentist proceeded to drill the permanent tooth next to the crown without numbing. It caused horrific pain and I asked him to stop. He then removed the crown made adjustments, numbed me and placed it again. Once the numbness wore off, I had pain the adjacent tooth that he drilled. I then received a bill for the services that was more than the cost provided. I began attempting to reach someone at the office to resolve the pain and the billing issue. For quite some time, the office was closed due to not having a dentist and I was eventually told by ***** and ******** that the dentist was removed due to concerns over negligence and questionable practices. I also spoke to the office manager who said that she was working with another office to resolve the billing issue. I called monthly to get updates and was continually told that they were waiting on another office. That office eventually closed. I received a bill from another office and called them to attempt resolution. They told me they couldn't help and to call the number on the Smile Brands website or use the contact form. I did that and was contacted by a regional person in December of 2022. After telling her everything that had happened, she said that she was going to try to have all charges waived. After not hearing back from her, I emailed her for an update and got an out of office automatic return email. She apparently left the company. I have sent messages almost monthly to the website contact form and have never been contacted to resolve. I continue to get a bill every month. The tooth involved is still in need of repair

  Business Response

  Date: 09/25/2023

  A reprsentative from ******* Dental Lakewood will reach out to the client. 

  Customer Answer

  Date: 09/27/2023

  I have not been contacted by anyone from ******* or Smile Brands.

• Initial Complaint

  Date:09/14/2023

  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.

  Since my last complaint castle dental called me and saw my kids august 31st. At the appointment they saw that my daughters teeth were growing in but her spacer was in the way. They said the spacer needed to be removed or the teeth would not come in. I also told them she had X-rays showing that some of her teeth were coming in crooked causing the roots of her front teeth to die. They didnt know anything about that and didnt have her records. They scheduled an appointment for October 12 saying my child needed to come in in one month. Today I got an email from them saying they are no longer providing orthodontist services at that location and would now be providing services at another location. no one called me to advise me or to reschedule my appointment at the new location so I called the new location to schedule a new appointment and they said they couldnt help and I should call back tomorrow because there was no one who could reschedule the appointment. They had to find *****. No one knew where she was and they said I should call in an hour. Then they said to call tomorrow. This is very unprofessional and similar to what happened last time. My daughter needs to be seen so she doesnt lose her front teeth and they dont communicate effectively and dont seem to care about her teeth. I need them to call me and schedule an appointment at the new location as soon as possible so she doesnt lose her teeth. How can I keep confidence in a provider who keeps doing shady things?

  Business Response

  Date: 09/19/2023

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

  Customer Answer

  Date: 09/19/2023

  
  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:09/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  See attached.

  Business Response

  Date: 09/07/2023

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

  Customer Answer

  Date: 09/07/2023

  they always claim they will call me but only end up giving me the run around. I have still not received a call from them and nor did they even give a courtesy to advise me when they plan to call.

  Business Response

  Date: 09/11/2023

  The office has reached out and this matter is resolved. 

  Customer Answer

  Date: 09/11/2023

  please advise the date and time you contacted me or even the resolution you claim that has happened? I have no been called or reached out to nor has anyone advised me of a resolution. If you refuse to be honest I will contact the **** for further action.