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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

    • 170 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:08/29/2023

      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 daughters had been seeing an orthodontist at castle dental who quit. This was several months ago. I was told to wait until they got a new orthodontist even though other castle hill locations near where I live in buda have an orthodontist. I have been waiting several months. I have called multiple times and only received one call back a month ago telling me to be patient. Meanwhile my daughters dental appliance is causing her pain. I have been calling castle dental begging them to call me to see an orthodontist because she is in pain but no one calls me back. I have called more than 10 times. I have to keep telling me daughter who lives in pain because castle dental does not care or call me back. I live in buda and the place is far away so I cant go there easily. Please help. I am desperate. My childrens physical state is at risk and my child has pain everyday and castle dental is non responsive. I am paying for these braces8000 dollars only to have them harm my children. I need help and I dont know what else to do. I need them to transfer me to an orthodontist nearby and need an appointment for my girls within a week at the new location.

      Business Response

      Date: 08/29/2023

      A representative from Castle Dental will reach out to the client

    • Initial Complaint

      Date:08/25/2023

      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.
      On 7/15/2023, I went for a deep cleaning appointment on the right side. Out of pocket was $379, A few days later my veneer was chipped. I had warned the office in my first visit that I have veneers on my front teeth. They never admitted that they cannot work on veneers. I am pretty sure they were the cause of the damage because I have had veneers since April 2021 and have had frequent cleaning since then.

      Business Response

      Date: 08/28/2023

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

      Customer Answer

      Date: 08/29/2023

      The business has not reached out to me prior to filing this complaint and after. Their response to this dispute is that they will reach out but I gave them the chance to do so before this dispute and I have not recieved any form of communication.

      Business Response

      Date: 08/29/2023

       We have spoken directly with the client and resolution has been reached.  

    • Initial Complaint

      Date:08/16/2023

      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.
      Before an appointment on 8/10/2023, I was told via phone that my cracked filling could be repaired. Upon arrival, I was informed that the specialist I saw did not perform repairs and that I would need to schedule something for the next week. At an appointment on 8/15/2023, I was made to wait an hour before service and questioned why I was seeing the dentist. I was taken back 10-15 mins later, only to be questioned by the assistant and the dentist again. The dentist informed me that the specialist didn't handle fillings and that I should have been seen immediately. The assistant performed the repair without numbing, we had to stop once due to discomfort from cold and liquid. I was met with sarcasm by one of the assistants upon exit who asked "Do you feel better now that your tooth is fixed? from the appointment, for which I paid the whole amount without an offered discount.

      The next day, I was called by the ****** location's office manager (********), who responded to the submitted complaint I sent via the website. I was asked to explain the situation again because "I wasn't clear" within the initial submission (see Bright Now 8-15-2023 Experience.docx). I was made to wait 10 mins as she got the chart and "read up" on the situation (see the entire interaction within the attachment (Bright Now 8-16-2023 Interaction.docx). After trying to give me excuses, I was told I would no longer see Dr. **** ***** and would be offered a 20% discount on my next visit). I want to speak to someone at Smile Brands Inc. I would love to discuss this with Chief Experience Officer **** ***l.

      I have detailed the Experience and the phone call interaction within the attached supporting documents.

      Business Response

      Date: 08/17/2023

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

      Customer Answer

      Date: 08/19/2023

      I have received no effort in 48 hours to be contacted by a representative from Bright Now Dental. This statement is false.

      Business Response

      Date: 08/23/2023

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

    • Initial Complaint

      Date:08/11/2023

      Type:Product 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.
      Date of service was October 2021. I went in for a dental procedure that I was told was authorized by my insurance company. I received a bill, which reflected no insurance coverage. I have been going back and forth with Bright Now Dental for them to properly submit the bill to the insurance company since 2021. They are non responsive. I have send multiple letters to them, and their corporate office with little if any response. They are still sending bills. I want them to write this off as their error. Now they told me they sent this to collections, and the collections # they gave me has no record of this. I have done everything that I am supposed to do, and Bright Now Dental has not, and did not properly use my insurance. Please note the service was performed under my prior maiden name, ***********************-*****.

      Business Response

      Date: 08/17/2023

      To better assist you please let us know the office and city were you were seen.  Thank you

      Customer Answer

      Date: 08/19/2023

      I did not see another place to click to supply the requested information. The location that I was seen at was the Bright Now Dental in ******************* on Day Street. I have spoken to the office manager multiple times (******), to no avail, and she often doesn't respond. I have left multiple messages, and sent snail mail letters.

      Business Response

      Date: 08/21/2023

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

      Customer Answer

      Date: 08/21/2023

      I do not accept this response because I have already gone back and forth on this claim for coming up 2 years, and the people in their local office are not responsive. My insurance company has no record of the claim, and now Bright Now sent me to collections. I want this written off at this point. I have spend hours and hours addressing this claim. 

    • Initial Complaint

      Date:08/10/2023

      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.
      Bright Now Dental, *********** **. did work creating new upper & lower partials for me. Work was approved by ****************** carrier Aetna/Liberty Dental. Partials were created in started in October, created in November, Delivered in December but had some issues with upper partial ONLY. Re-worked partial was promised to be delivered by end of December. Possibly due to holidays the unit was not delivered until Jan 3, 2023. The insurance had expired at the end of 2022. Bright Now did not bill the insurance until Jan 3, 2023. Even though the partials had been completed they were not billed to the insurance until January. Now the insurance refuses to pay and Bright Now Dental is billing me despite their inability to complete the process on time. They refuse to admit that the partials were accepted in December and just needed a warranty adjustment. Their office notes on this matter are incorrect and they refuse to do anything to set the matter straight.

      Business Response

      Date: 08/11/2023

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

      Customer Answer

      Date: 08/11/2023

      Speaking to Bright Now Dental and Smile Brands has had zero results.  They refuse to admit that there is a problem on their part.  I do not wish to close this complaint until Bright Now and Smile Brands offers an equitable solution.

      Business Response

      Date: 08/18/2023

      A representative from the office will respond to the client via First Class Mail.

      Customer Answer

      Date: 08/21/2023

      I will not close this complaint until I have a satisfactory response from Smile Brands & Bright Now Dental.   Sending me a letter is not a valid option.  Smile Brands has made no attemp to settle this issue.  Their only response is " we will call" OR "we will send a letter".  Neither of these options is a valid way to settle this complaint.  I need to see a substantive offer on their part.  

      Business Response

      Date: 10/25/2023

      Client has received a response and due to the deterioration of a productive office/client relationship, the client was dismissed from the office.

    • Initial Complaint

      Date:07/31/2023

      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.
      Duplicate of Complaint ID: ******** which was closed prematurely. I had opened a complaint to the business in which they responded they would get in contact with me but to date no one has reached out so I am opening a new complaint until it is resolved.Complaint Details On June 1, 2023 I went for annual cleaning visit to BrightNow Dental which is covered fully under my insurance. At office they told me one service is not covered FLUORIDE VARNISH so I had to pay $41 so I obliged and paid. Upon going home and confirming with my insurance, it was indeed covered and insurance has since paid them as well for the same service meaning the company was paid twice for the same service. I have called multiple times to the dentist office to inquire about a refund but apparently it is pending with corporate office in ********** and that is where the update ends. Insurance has confirmed and assured they paid out the claim already as of June 30.

      Business Response

      Date: 08/02/2023

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

    • Initial Complaint

      Date:07/27/2023

      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.
      I called the business in January 2023 to let them know I had a refund coming and they owed it to me now for over 1 year I was told at that time they would refund the amount to me $32.00. It would take 30 days! I did not receive the refund. I called again in April 2023 was told they have wrong address. I gave them the correct address and waited again and yet no refund. I have called numerous times and have left messages w/no response. I finally call and got to speak to a person in May she told me again that the refund was sent again to the wrong address I again gave them the correct address and was told they would refund the $32.00 again. On 7/10/2023 I received a statement that is so confusing it shows refund-check in the description but it shows PLEASE PAY $32.00 in *** due part. Do these people know what the ---- they are doing? It is near imposable to talk to anyone at this office my phone calls go to voice mail, and I get no return call to find out what any info from them.

      Business Response

      Date: 08/03/2023

      This matter is being resolved.  

    • Initial Complaint

      Date:07/26/2023

      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.
      On June 1, 2023 I went for annual cleaning visit to BrightNow Dental which is covered fully under my insurance. At office they told me one service is not covered FLUORIDE VARNISH so I had to pay $41 so I obliged and paid. Upon going home and confirming with my insurance, it was indeed covered and insurance has since paid them as well for the same service meaning the company was paid twice for the same service. I have called multiple times to the dentist office to inquire about a refund but apparently it is pending with corporate office in ********** and that is where the update ends. Insurance has confirmed and assured they paid out the claim already as of June 30.

      Business Response

      Date: 07/27/2023

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

      Customer Answer

      Date: 07/27/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is pending as I have not received a call yet but will be patiently awaiting one.  I will wait for the business to call as they have informed and will see what they have to say about ETA on refund. The status of this matter is not yet resolved and pending

      Regards,

      Fabuola Pierre

       

    • Initial Complaint

      Date:07/20/2023

      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.
      went there to have my back tooth removed cause of severe pain. after taking xrays they said nothing is wrong with the tooth and they would not pull it cause ************* doesnt recommend it. instead he sent out a authorization to my insurance for 3 crowns and prescribed me ibuprophen. next day i called back cause of severe pain and asked him to prescribe me something stronger till the authorization clears so they can fix my tooth. he was trying end the conversation and was not taking me seriously i thought he might think i have a pain medication addiction thats why hes not helping so i offered to give him referallls of my parents. than he said he is going to prescribe me penincillin which is for infection. than he refereed me to a specialist to do a root *****. (which could have been done on the same day of visit :( ) now i have to see a new dr ******** as a new patient which will take 2 weeks to clear my insurance and start the whole process again. it feels liked they are recommending unnecessary procedures just to milk the insurance. staff was proffesional except for *************.

      Business Response

      Date: 07/21/2023

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

    • Initial Complaint

      Date:07/19/2023

      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.
      I had crowns done at this Dental establishment last year starting in February of 2022. I made multiple complaints about the crowns bothering me. I told them they hurt when I bite, my jaw hurts, I get headaches, and the crowns on the bottom left side of my mouth even bled. The Dentist there tried doing adjustments and x rays but said they couldn't find anything to pinpoint the issue. This went on for a while until I filed a complaint to them and wrote a bad review in December 2022 expressing my concerns. A representative of theirs commented and said they wanted me to reach out. However, when I did, they just gave me the runaround and said someone would reach out but never did. On Thursday June 15, 2023, I spoke to the manager ******** at this establishment, and she informed me that there was nothing she could do because they had no record of this ongoing problem. I have called the office multiple times because the crowns never fell right and now, she is stating there are no records of this. She tried to say that the doctor could have documented this on charts that are not available to the public, but they are my charts, and I should have been given all notes when I requested my charts in December 2022. I feel that I paid thousands of dollars for teeth work that did nothing, but cause pain and sleepless nights and I would like for them to refund the money on the work that I had done there. Now I will have to have this work redone at another Dentist which will cause thousands of dollars since I dont trust this establishment to work on my teeth. I feel this place purposely hid the issues that I called for so this would not negatively affect their establishment.

      Business Response

      Date: 08/11/2023

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

      Customer Answer

      Date: 08/11/2023

      This company says that they will have someone reach out but no one ever does. Their last representative that I emailed was named *********. She said someone would reach out but never did. When I asked her for this persons contact information, I was just ignored.

       

       

    Smile Brands Inc is NOT a BBB Accredited Business.

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