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

  8285 W Union Hills Dr Glendale, AZ 85308-0510

• 

  Smile Brands Inc

  2131 E Camelback Rd Ste 102 Phoenix, AZ 85016-4785

• 

  Smile Brands Inc

  201 Sandpointe Ave #800 Santa Ana, CA 92707-6708

• 

  Emergency Dental Care US

  12800 Fountain Lake Cir Stafford, TX 77477

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:03/16/2023

  Type:Order 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.

  In March of 2020 I had a wisdom teeth extraction surgery at this office, for which I paid $1600 out of pocket even though I had insurance. They proceeded to submit claims to the insurance provider, some claims equaling more than $5000 which were obviously denied. 2.5 years later they decided to bill me an additional $600 because insurance claims were denied and the time to recover a claim has passed (according to the dental office manager).The thing is $400 dollars per tooth is way above market rate for a tooth extraction and now they want more.They have passed this bill onto collections agencies who are harrasing me while the office is not cooperating with me at all. I have asked for evidence of submitted claims in the last 2.5 years but there was no response.At this point I would like this $606 bill annulled or for them to go to small claims court, I am pretty sure I would win that case and if a judge says I have to pay it then I will pay it.

  Business Response

  Date: 03/24/2023

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

• Initial Complaint

  Date:03/14/2023

  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.

  I have visited the practice on 3/2/23 with the ask to fix chipped tooth( small filling). When sitting on the chair I was asked to sign the bill. 541 dollars. I was shocked that with my insurance it is still that much money for such little work and I was offered to open a care credit to pay by instalment. So I did- as I had to have my tooth fixed.Before I left the office I was asked to schedule another appointment which I did not understand what for (there was a line of people, and I was already late to work- I left ) but called immediately- 15 minutes later asking what the appt was for and that is where I found out that I signed some "grinders" order. I explained that I did not order anything other than fixing the chipped tooth. I asked for an itemized bill (attached) which is written in medical terms not easy to understand by a regular person. I contacted the office back asking to correct the bill as I feel scammed and did not request any additional services. The next day I called back and lady over the phone told me that the doctor will correct the bill and adjust the 400 dollars item (the one I did not request) Today is 3/14/23 I received my care credit card. I see it was not corrected. I left office a message. Wrote a reminder email. Need to have it corrected once for all. Every customer has a ****************** to be explained line by line by the medical professional of what he/she is being charged for - this did not happen. Instead, I was asked to sign the bill - thinking Im signing my tooth fix charge. I need help to have it corrected. I am able to showcase all the information's I send the office - same day of the service. And second day when I was told over the phone not to worry as my bill will be adjusted by the doctor.

  Business Response

  Date: 03/16/2023

  This matter has been resolved

  Customer Answer

  Date: 03/20/2023

  
  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.

  I received a phone call from the office manager that the charges were adjusted and that within 7 days I should see credit on my account. I will monitor till it will clear my account.
  
  Regards,
  
  ******************
  

   

  
   

  
  

• Initial Complaint

  Date:03/03/2023

  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.

  I made an appointment for to be seen at a Castle dental for an annual cleaning. When I arrived I specifically asked and confirmed that they had verified my insurance and they proceed to take x-rays. however after over an hour and half of being there, they told me to go home and they would call us back with a "treatment plan" within the hour. I waited all day and they never called back. I made an appointment for a specific service ( a CLEANING) and they failed to provide the service. when I called back to complain the receptionist refused to provide her name and hung up the phone in my face multiple times. super shady practice. What are they trying to do, over bill our insurance policy for multiple visits?

  Business Response

  Date: 03/06/2023

  A representative from Castle Dental will reach out to the client

  Customer Answer

  Date: 03/06/2023

  Business has not reached out, complaint has not been address. Company is unprofessional and appears to be operating in dishonest business practices.

  Business Response

  Date: 03/08/2023

  This dispute was addressed and resolved January 2023

  Customer Answer

  Date: 03/08/2023

  complaint was NOT addressed or resolved at all 

• Initial Complaint

  Date:03/02/2023

  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.

  On octover 22th 2023 I went to check my teeth.the dentist from ****************************************** said I only need deep cleaning but might took several appointments and one month later available so I went to monarch dental.they checked my teeth and said I needed a deep cleaning and need antibiotics which my last dentist didn't said that.The deep cleaning only took 40 minutes which should be done about 2 hours for a delicate job.so the cleaning from monarch dental was not done properly and thoroughly so I went to another dentist checked again and they said I still need deep cleaning which means monarch dental didn't clean my teeth professionally at all.I paid **** dollars and i request the monarch for the refund and they said they would look into this but 2 months passed I didn't hear from them I need my **** dollars back because they didn't clean my teeth in the right way and I needed it done in another dentist again.The two x-rays first is from monarch dental before cleaning and the second is from another dental after monarch cleaning still needed it

  Business Response

  Date: 03/03/2023

  A representative from Monarch Dental will reach out to the client

• Initial Complaint

  Date:03/02/2023

  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 had my teeth cleaned. I was charged for an upper teeth cleaning. That means my upper teeth of course. I don't have any upper teeth. I have dentures. And they knew this before they began the procedure. They still charged me. I went back when I got the bill to complain and request a refund of that amount. I was told I would receive a refund in the mail within three weeks. It has now been over a month and when I go in and complain the girls sitting at the desk. They just smile and laugh and say it'll be in the mail.

  Business Response

  Date: 03/02/2023

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

  Customer Answer

  Date: 03/02/2023

  
  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:03/01/2023

  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 has braces financed. We paid every month and as contracted until her braces are removed. Her braces were removed two months ago and and I am still being charged. There is no way to contact Smile Brands directly. They need to stop withdrawing from my account and refund me the two extra payments.

  Business Response

  Date: 03/02/2023

  We have spoken directly with the client and this has been resolved.

• Initial Complaint

  Date:02/22/2023

  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 received dental plates, both lower and top, through Bright Now in ******************* several years ago and these plates need to be replaced, so I made an appointment, at the same Bright Now, a couple of months ago and was met by an uncommunicative or elective mute *****************************. Prior to seeing her and in my file from work done previously at this site, clearly states Im in chronic pain from a car accident and have ********** which is manageable when not provoked. All of this was discussed with Dr. ******** on two occasions in a side office several years back and with other employees at this site. During my interaction with ***************** she would physically run into my right hip thrusting it to the left, while Im in the reclining position aggravating my spinal condition several times. No apology, like excuse me. **** bumping/jarring, into the right of my pelvis, put me in bed for three weeks in pain & unable to ambulate only short distances for three weeks.During another visit, she almost totally knocked my hat off of my head and left acutely ***** without a simple excuse me, Im sorry, or better yet, would you remove your hat, sir? ******* with this repetitive jarring of my pelvis and the non-communicative approach of this Dr. I asked one of the assistants, present at the time, a short Haitian woman if there was something wrong with that doctor. Granted, I did forget to remove my hat prior to sitting in what I would call a torture chair however no one asked me to remove it as I sat. **** behavior would continue during the next visit, same ****, uncommunicative, running equipment or bumping into me as Im in a reclining position. Now, since just about everyones name tag is reversed or covered at this facility, you dont know whom you are speaking with. With that said, on the fourth visit an Asian woman wearing a white coat came into my alcove where I was situated. Since she could not be identified, I asked if she was a doctor. Her response was no but a medical assistant. I stated to her, Im not sure whats wrong with that Dr. but shes running equipment into me, bumping me into the chair, almost knocking off my hat without anything said along with a total disregard for me as a patient, coupled with me having ********** which is clearly in your files, is starting to **** me off. She stated she would inform ******. The following week I get a phone call from ****** the receptionist (a smiling and polite individual). She would inform me & apologize for not telling me this process was going to be more than four weeks. Since nobody told me the length of time it was going to take for the plates to be remade. Once again, no communication and my schedule has to be adjusted, and left in a state of limbo waiting for an end date of treatment after this third or fourth visit - prior to this forgiveness call. During my last visit there, I went into the office managers cubical, who seemed to have some form of integrity ( I mentioned this to him), pretty agitated and in pain and asked him if there was something wrong with that Dr., she keeps knocking equipment into me, knocking my hat almost off of my head, while treating with disregard and no communication what she is doing. I wonder what her problem is. I asked the office manager because Im a big white scary man. I said this because there is a cultural issue there not only with ****** but other employees. **** Cultural Issue - is also reflected in past online reviews of this agency and specific employee. **** only made the dental experience even more robotic, punitive, and abusive. During the last visit - the fourth/fifth, I received a bulky pair of plates, post her and her assistant using a grinder a foot and a half away from the top/back of my head with the acrylic dust from the plates winding up on my hair. Since the Dr chose to do this grinding of the plates to make them fit about a foot away from my head while reclining, I had to sit up to avoid the acrylic and grinding sound in my ears. **** constant having to sit up from a reclining position to avoid this doctors buffoonery became a bad game of dodgeball that aggravated my lower back and which sent me to bed for three weeks writhing and back on narcotics. To end this final dental nightmare and circus of buffoonery, the upper and lower dental plates do not fit in my mouth and are ****** large and cut into the side of my cheek, and the bite is not aligned creating more- PAIN. I wore them once and absolutely are useless. After I left this office with these two brick-like plates that looked totally ridiculous in my mouth, I wondered what the heck am I going to do now, since Id already informed three employees about Dr. ******* behavior without any change. Left without any recourse, the following morning I left a message on the Bright Now of ******************* office stating its probably necessary that I need somebody to be with me in the office with ******, since theres a problem with her and Im feeling provoked here or maybe we need to switch to another Bright *********** Of course, theres no response from the office nor the jaded receptionist only that theyll remake the plates at the same office, which was conveyed in my meeting with the office manager and done by the same Dr in my early discussion with him stated above. After pondering my opinions, now in agony and seeing I would have to deal with this obtuse doctor - I saw no other option but to take a pass on this. As a result, in a telephone call to **************** asking what we can do about the situation. I was told by a woman receptionist she would get ahold of the Dr and office manager to discuss the situation. Never heard back from them even after leaving a follow-up v/m and countless unanswered calls at the corporate office. Theres something wrong with this doctor, I reiterate and it seems this company whose hands-off approach only reflects this is not a patient-oriented or patient-friendly company as a whole. Of course, the consequences of this hands-off approach and avoidance, I am left holding the bag of not only useless dental plates but in chronic pain aggravated by this Drs ********** along with a mouth full of teeth that causes nothing but more pain and are totally useless. And yes, everything is documented concerning this fiasco. Once I called the corporate office, the following day I finally got a hold of the office manager back at the Bright ********** in ******************* and stated I would like a copy of the contract I signed emailed to me along with my contact with the corporate office about how were going to straighten this ordeal out. The office managers response was, since you talked to corporate I cant talk to you anymore. That was the end of that conversation and I still have not received a copy of the contract I signed via email from the office manager nor a response from the home office.Ive paid $1300 for work that not only looks terrible but is painful and the Drs ********** put me on my back for three weeks in chronic pain - I reiterate. I couldnt get out of bed or walk only short distances for three weeks without the help of pharmaceutical narcotics by my *************** Dr. **** too is all well documented. In general, I pose the following question, how are you, Bright Now, going to rectify this, now that Im stuck with a $1300 pair of teeth that looks like they belong to a horse and that Im unable to chew or articulate clearly with?Let me be ******* clear about this whole dental debacle. Im not asking for special treatment because of these conditions but Im asking to be treated like a human and not being treated with such disregard along with being re-injured and winding up on my back for three weeks drugged up with pharmaceutical narcotics. Having worked in the medical field for over 39 years more than half as an *** licensed professional #*******, along with being a first responder at 9/11, Im keenly aware of the Hippocratic Oath of First Do No Harm is not present nor exercised by **************** and overlooked by most, not all of the staff, but clearly evident within this agency as a whole.Now, where do we go from here now that I have a pair of teeth it looks like it belongs to Mr. ** the talking horse. At my last visit, I tried to talk to ***************** in front of an assistant that was present, stating I know it seems Im a little frustrated as she interjects we have a lot of patients like you. What the h*** does that mean? The innuendo was clear, insulting, and reflective of this doctors approach to patient care and/or human interaction. Theres no talking to this inconsiderate & disrespectful doctor and this is the garbage I paid for? In summation; when you view the above, I would reiterate & add that this whole experience has excited the symptomatology of the ********** which is noticeable to others, documented, and conveyed to my pain management doctor and observed by my wife. These manifestations include an over-awareness of my hypervigilance, over-physical rigidity, agitation, and depression. Just to be clear, the staff who first served my wife and me when I first received these dental plates were great. Dr. ********* ****, and Precious were all great and courteous, and pleasant. Because of their positive attributes and approach to patient care, my wife and I would bring the staff coffee from ********* and platters food during the holidays. My disclosure of this interaction with past staff shows I dont have a dental or oral phobia or past staff problems.With this all splayed out for you to digest, I would pose the following who blew up Bright Now and left it in its current decrepit and sad state? On a side note, I would find out much later that the owner of this facility was there all the time this was going on and no one mentioned it to me as my concerns were being raised. The owner was even working in the next cubical next to me and walked past me several times. I mentioned this to the office manager a week ago when he call me to ask me for my email to send the contract I signed before work was to be done. I stated to him since nobody communicates in that facility, I had no idea the owner of this facility was on site. If I knew I wouldnt have called corporate and approached her personally.

  Business Response

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/15/2023

  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 12/13/2023 I had an appointment with Castel Dential located in ********** ** at *****************. I had picked up paper work to fill out and returned it the day of. I informed them about all my heart meds and about the Stent implant. The told me because of the meds blood thiner and type of operation they would not pull my tooth out, that they would have to reffer me to Oral Surgery. But they still took x-rays and sat me in the dentist chair. The dentist left and did not come back was told by the person taking the x-rays that they could not pull the tooth that they would have to referrer me. Why did they have to expose me to the x-rays and waste my time *** there's if they knew they were going to referrer me ( it's the money ) They took all my insurance information did not say anyting about money, but my insurance does not pay it all. I feel that is not right to do work when you know that you will not be able to finsh the work requested due to a condtion you have, why even start it just state from the start that we are not able to pull the tooth and you have to go to a specialist.

  Business Response

  Date: 02/17/2023

  A representative from Castle Dental will reach out to the client

  Customer Answer

  Date: 02/19/2023

  A call will not resolve the issue. they will just state that what they need to do when it was not right. #********

• Initial Complaint

  Date:02/15/2023

  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 was falsely convinced that I would be paying for and receiving a tooth implant on my next appointment after having a tooth extracted. At the next appointment, I was presented with a denture that they called a face plate, and said they could not perform implants. I then decided to decline this service, but they are telling me I must still pay for it. At a later appointment, when I had all 4 wisdom teeth removed, they fraudulenty told me that I needed bone grafts in all 4 spots in my mouth, at over $500 apiece. Bone grafts are RARELY needed for wisdom tooth extraction, and they did not say that I had any particular conditions that would cause me to require them, therefore I believe this was malpractice for money.

  Business Response

  Date: 02/17/2023

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

  Customer Answer

  Date: 02/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution may potentially be satisfactory to me.  I will wait for the business to perform this action, and if we come to a satisfactory resolution during discussions, I will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

  Customer Answer

  Date: 03/22/2023

   I am rejecting the businesses' response because after a full month of waiting, the business has made zero attempt to contact me via email, phone call, voicemail, or any other method. My desired resolution is a full refund of everything I have paid so far, and for all future financing to be cancelled, due to the fact that I was lied to about the services I would be receiving, and due to the fact that they attempted to fraudulently sell me other services that were in no way medically necessary.

  Business Response

  Date: 03/27/2023

  The office has reached out to the consumer and this is being resolved.

  Customer Answer

  Date: 03/27/2023

  
  Better Business Bureau:
  
  

  The business has called me and agreed to refund the cost of the face plate (denture-like mouthpiece).

  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:02/04/2023

  Type:Order 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.

  Monarch Dental ********************************************************. I had an appointment June 2022. Before you get seen they give a verbal and written contract of how much you will pay and how much insurance will cover. Then they have you sign the written. After I had my deep cleaning I inquired about a night guard and they tell me it's only $50 because I had "good insurance". I didn't and was confused about that statement but opted for the night guard due to cost. Several minutes later, after they reaffirmed my insurance coverage, they come back saying no, my insurance doesn't cover it. This is a red flag since I just had an expensive procedure done (over $700 deep clean) and now I have to worry about their incompetence. The night guard is now ~$600 since my insurance now doesn't cover it! Then they tell me that I wrote down the wrong insurance member ID, that's a lie, and they had made a copy. Their Insurance Manager then offers to reduce the ~$600 to $100 off if I still wanted the night guard. How low could they go with their insane price gouging practices? I pay off my bill completely and will never come back. Then they send me a bill a month later with additional ~$94 statement because the amount I agreed to in person wasn't actually the amount my insurance would pay and they refuse to own up to their blatant lie. I called to dispute the charge but received no apology, no resolvement, and no call back from the woman in charge of dealing with insurance. I paid the bill begrudgingly because it'd affect my credit. I got another bill 7mo later, January 23, 2023, $89.31 because the two other statements stating the balance was another lie. This time I went in person to question another charge. I could only speak with the receptionist who told me my insurance didnt cover fluoride treatment, but they didnt tell me at my appointment. They lied several times about payment and I wouldnt have gone here if they never lied to me about the true cost.

  Business Response

  Date: 02/06/2023

  A representative from Monarch Dental will reach out to the client

  Customer Answer

  Date: 02/06/2023

  They deny giving me false information and claim I should only take up my complaint with my insurance according to claims department that are now calling me demanding payment 2/6/23. Monarch Dental lied to me at time of service regarding what and how much my insurance would pay in writing and verbally, and further lied to me that it was my fault that they claim I wrote down the wrong information. Not only did I put down what was typed on my insurance card, but they made a copy of my card. They lied about the cost of my procedure and I would have never kept my appointment if I knew the true cost. This is bad business and I will ensure none of my friends and family get their dental care from Monarch Dental.

  Business Response

  Date: 02/08/2023

  The office has reached out to the consumer but will follow up again.

  Customer Answer

  Date: 02/09/2023

  Reimbursement for lying to me about my original bill is the only thing I'll accept.