Business Profile

Dental Marketing

Smile Brands Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Smile Brands Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

170 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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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:06/20/2023
Type:Billing 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.
*ince around or about February or March of this year, I have been getting statements from ************************************* and phone calls from H**36**37323535**3339H corporate office for an alleged balance of $490.25. H**36**37323535**3339H has been on notice since March that this balance is due to an error on their part, as I called the * Main *t location in *******, ** for clarification on the balance and reported this to their corporate office. I want the notices concerning this balance to cease immediately and a billing adjustment. To further clarify, on 02/14/23 at the ***** Location in *******, **, I received work done on tooth #**; however, H**36**37323535**3339H mistakenly put down tooth #** when this was billed to my insurance. On 06/17/23 at the * Main *t location in *******, **, when I actually got work done for the same procedure on tooth #**, it appeared to my insurance company that tooth #** was already done, due to H**36**37323535**3339Hs error. I am requesting that the District Manager for the *******, ** area, ********, fix this H**36**37323535**3339H error immediately and adjust the bill. In addition to the balance notice, I am concerned that I paid more money upfront in June due to H**36**37323535**3339Hs error.
Business Response
Date: 06/21/2023
A representative from Castle Dental will reach out to the client
Customer Answer
Date: 06/21/2023
I reject this response, as a representative failed to reach out to me today. Further, the response fails to mention who will reach out to me, when a representative will reach out to me, and any plans of resolution based on Castle Dental's error. It's important to note that on 06/20/23, I spoke to ****** from the Cast Dental Office on S Main and she informed me that the District Manager, ********, would call me today. ******** failed to call me. I request that this matter be resolved immediately before this is sent to collections and impacts my credit.
Business Response
Date: 06/23/2023
The account is being reviewed
Customer Answer
Date: 06/27/2023
Based on the extremely limited response from Smile Brands/Castle Dental, I must reject this response. Castle Dental has been on notice since March/April of this year that the error is on their part and so they must correct it and compensate me for overpayment. I was notified over a week ago that the District Manager ******** would call me, yet she has failed to. At this point I have reason to believe that Castle Dental has been participating in unethical dentistry practices to my expense. If this matter is not resolved expedidoustly, I will have no choice but to take further steps to go to the State Dental Regular.
Initial Complaint
Date:05/31/2023
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.
On January 3, 2023, **************** at Castle Dental-********** ** performed a build-up for a new crown. When I went to check out, the system was down and I was told to call in with my credit card information and schedule for the new crown placement in three weeks. I made many voicemail calls and received no responses since then. No one answers the phone. I went by the practice on February 6th and found it closed with no note on the door. I immediately called the practice in ********** and spoke to the office manager who said she didnt know the reason for the closure. I left a final message that if I did not get a call by February 10th, I would take my business elsewhere. On February 14th, I wrote to the billing office, copying Georgetown, stating I would not be paying the amount on the statement I'd just received.I made an appointment with Wolf Ranch Dental on March 9th, and before a mold was taken for the new crown, ********************* found decay still in the tooth and did an extensive amount of removal. The new crown was placed just a week later. I received a call from the billing office in early March and was told that only the Georgetown practice could settle the dispute about the billing.In the meantime, I have been receiving monthly statements and not receiving any kind of response from Georgetown at all. On April 26, I wrote to the practice in Georgetown, copying the billing office, stating the issue with the residual decay, a reminder of all my attempts to get a response, and requesting a cease and desist from trying to collect payment, both for the faulty build-up and a new crown never received. I also said if another statement was received in May, that I would file complaints and reviews. Again, no response from Castle Dental-Georgetown or the billing office in ****** ** but a week ago, I received another statement.Poor customer relationship and care and ****************** attempts for services and product not rendered.
Business Response
Date: 06/01/2023
A representative from Castle Dental will reach out to the client
Initial Complaint
Date:05/25/2023
Type:Customer Service 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 had services with monarch dental in October 2021. When i received a bill for a bone graph I called to see if they would bill my medical insurance. I was told they would as long as i verify they will accept the charges. Go through the hoops to call my medical and get all the necessary information for them to bill my medical. 6 months later I get another call saying I still owe the money and that they will rebill my medical. Another 6 months and I'm told they don't bill medical. I talk to a manager who then says the last 2 people I talked to were incorrect, and they can and will bill my medical. Another 6 months and I'm still being harassed by their billing department. I call another manager (*********) who at this point says they will just take that portion off my bill. After another harassing call from their billing department I talk to another manager who said they will not remove the portion and will bill my medical to remove the full amount owed. Now in May of 2023 the new manager (******) says she will now bill my medical or wipe the amount clean. But I'm still getting harassed and now threatened to be sent to collections by their billing and can never seem to get a resolution or call back.
Business Response
Date: 05/26/2023
A representative from Monarch Dental will reach out to the client
Customer Answer
Date: 05/26/2023
The issue is NOBODY calls back. I've left several messages for a call back and am still waiting
Initial Complaint
Date:05/23/2023
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 had a cavity filled at the Monarch Dental, **********, ** location on ******. I was charged $92 for the procedure. My dental insurance processed the claim received from the dental office. According to the *** that I received, my out of pocket cost for the procedure should have been $36. On March 13, 2023, I contacted the dental office and provided them a copy of the *** showing that I was due a refund. I was told at that time that the matter would be looked into and I would receive a call back. On April 10, 2023, I callback and was again told by the dental office that the matter would be looked into. To date, I have not received a call back or a $ 56 check for the overpayment.
Business Response
Date: 05/26/2023
This matter has been resolved.
Customer Answer
Date: 05/28/2023
This is an additional claim that I am requesting a refund for. This is not for a claim that has been previously submitted and processed. Please review the information provided and process the requested refund as required.
Initial Complaint
Date:05/05/2023
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.
Front desk girl at a bright now dental office has the power to erase authorizations if she does not like the person. I wasted tons of time and money dealing with this place and I have a very painful wisdom tooth I cant get removed because of this situation.
Business Response
Date: 05/22/2023
In order to address the complaint please let us know in which office/city you were seen.
Initial Complaint
Date:04/28/2023
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.
On April 25 I arrived for my scheduled appointment to have a periodontal cleaning done. I had already discussed and agreed with the Manager, ****** on the cost for this procedure. I was due to have xrays, Dr **** and a periodontal cleaning with fluoride. Upon ****ination I was told by the Manager, ******, that I needed a deeper clean because a few of my pockets were 5 and 6. I advised that I just wanted the normal cleaning that we had agreed on but ****** refused the cleaning. She advised that it was against *** regulations to do such a cleaning if a deeper cleaning was necessary. The deeper cleaning was going to cost $550-$1100 ! I have since conferred with another Dentist and also the *** and found that this is absolutely not true and that I should be able to have a normal periodontal cleaning performed if that is my desire. I have run into this situation before with this ************** trying to upsell me on unnecessary work which i have declined in the past. Since I refused the newer costly treatment ****** advised they could not perform the procedure I originally had scheduled. Upon leaving I was forced to pay for xrays and the **** at a cost of $59 which I will have to have done again by a new Dentist. I also purchased a ********** discount dental card which Monarch accepts. I followed up in the review to Monarch and checked the box that I would like to be contacted regarding this matter. I also advised that if I didn't hear from them within 48 hrs I would be contacting the BBB as well as leaving negative reviews. This was three days ago and I have not heard from them. At the very least I would like to be reimbursed for the Exam and X-rays of $59 and be given a formal apology. The **** and hygienist there have always been very professional however the Management is horribly rude and unethical to say the least.
Business Response
Date: 05/01/2023
A representative from Monarch Dental will reach out to the client
Customer Answer
Date: 05/04/2023
I have not yet heard from from Monarch. The business, Monarch stated they would contact me and have not.
Initial Complaint
Date:04/25/2023
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.
Requested billing receipt but was not given and they said they couldnt send to email or text. Have know idea what was done.I left there bleeding profusely from mouth and nose. Lips were damaged because of abuse to mouth and lips.No one offered to clean me up nor provided any medical treatment.Did not know I had been brutalized until I returned home and looked in mirror. I have excessive bleeding for 4 days.Unacceptable and they need to return my payment for any treatment.
Business Response
Date: 04/25/2023
A representative from Bright Now Dental will reach out to the client
Initial Complaint
Date:04/18/2023
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.
February of 2021 I took my son to brightnow dental ****** **** location to get his wisdom teeth out. I had worked at this location for 12 years and trusted the doctor who would perform the surgery and wanted him to take care of my son. My son has/had private insurance coverage both medical and dental but I was still told I had to pay close to 1000$ so I paid my fee and everything went as planned. I started receiving bills for the remaining 1500$ and would call the office to see if they submitted claims to medical and dental, was told only dental. My working in the dental field for 20 years gave me enough knowledge to know that the dental will want a denial from medical before they would pay so once that eob came stating they needed a denial (this took about a year) at this point the office manager whom I adore had moved to a new location and she helped me submit the claim to medical several times to get their denial letter, however she wasnt there to watch the mail as denial letters came in. I continued to be persistent in getting this paid however in March of 22 my son turned 18 and the insurance company wouldnt Talk to me without him giving permission so that became harder harder to do with how busy our schedules are, needless to say it hasnt been paid. *** since reached out to the person who manages the north east offices and still nothing has come of this. I worry that the office doesnt know how to handle private insurance properly and can only hit a button to submit to government companies and if they deny things they just write it off, however in my Case they have religiously sent me the bill for 1500$ and just recently sent me to collections for that money. I feel they did not handle the ins. Issues properly and that the remaining balance should be written off due to their mistakes and lack of know how. I have sent letters to the ********** offices also and I have had absolutely no help from anyone besides a worker who is no longer there.
Business Response
Date: 04/18/2023
A representative from Bright Now Dental will reach out to the client
Customer Answer
Date: 05/22/2023
I received an email stating this complaint was closed however I have not been contacted by them other than me asking for them to resubmit I was told the office manager was told to write off the balance. I have since then taken matter into my
Own hands and have gotten the claim processed and I will be expecting the check to be signed over to me since the balance was to be written off. I paid 1000$ the day of surgery and expect this to be refunded back to me. I have since been called from the corporate office and again harassed about owing this money. I have checked with the local office and still nothing has been done with the bill.
Please reopen this complaint.
Thank you
Desiree
Business Response
Date: 05/24/2023
This is now resolved. ********** has reached out to the client and received no response.
Initial Complaint
Date:04/17/2023
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.
My daughter used to have Invisalign for several years in ******, before we moved to ********** in 2021. In April 2022, we visited the Johnson Family Dental to remove approximately 10 silicon dots on her teeth associated with her Invisalign. The procedure was very straightforward and painless in ******. They used a hot tool or a water spray to remove these dots painlessly. We expected it to be the same here, at this dental clinic, especially since they agreed to remove them. When the doctor started using the drill to remove the dots, my daughter complained of the pain. I stopped the procedure and asked the doctor to use a different way to remove the dots. Instead, the doctor suggested to numb my daughters mouth and to continue using the drill. I stopped the process to avoid any further damage of my daughters front teeth. On our way out, the front desk associated requested a payment of $470. I refused to pay since the services were not rendered. The same lady said that they would submit the request to the insurance. To which, I responded NO and said that it would be considered a fraud. During the same month, we travelled to HI and removed the dots painlessly for $261.78. In March 2023, I received a Final Notice to collect $417 from the clinic. On March 22, 2023, I called them and asked to review the charges. I explained that I was willing to pay for one dot that they unskillfully removed in April 2022, but I was not willing to pay $417 since I believed that they were not capable to perform the services and nearly damaged my daughters teeth. The same lady that tried to collect the payment back in April 2022, who answered my phone call, promised that her manager was going to call me signing 2-3 days. Nothing happened. On April 3, 2023, I stopped by in person and asked why nobody called me. The same lady again promised that her manager would call me by the end of the week. Nobody contacted me. Since our negative experience, my entire family changed the dentist.
Business Response
Date: 04/18/2023
A representative from Johnson Family Dental will reach out to the client.
Initial Complaint
Date:04/12/2023
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.
My appointments scheduled 6 months in advance get canceled at the last minute. After rescheduling, my new appointment gets canceled again the day before. This has happened more than once. It is extremely inconsiderate and unacceptable. I asked several times to be contacted by a manager and never got contacted.
Business Response
Date: 04/18/2023
A representative from Bright Now Dental will reach out to the client

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Smile Brands Inc is NOT a BBB Accredited Business.