Complaints

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:02/03/2025

  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.

  Hello, My name is ****** **********. In August 2023, I got braces in *******. Upon returning to the US, I consulted with Mbraces Orthodontist, who agreed to continue my treatment. I signed a contract and paid $750 initially, followed by $183.34 for each visit. During one visit, my husband ***** *************** was asked by the doctor if he could bring a tool from ******* for lower jaw adjustment due to the difficulty in adjusting my braces. This led me to seek a second opinion from another orthodontist. Another doctor provided a written statement indicating that my treatment was not progressing correctly and that the lower jaw needed proper alignment to achieve the desired results. Upon realizing this, I understood that I could not terminate the treatment with the current doctor due to the signed contract. My husband reassured me and offered to accompany me to discuss the issue with my doctor. During our meeting, we sat in the doctor's office along with his assistant and billing representative. My husband explained to the doctor that I had been paying for each visit and wished to discontinue the treatment. The doctor insisted that, because of the signed contract, I must pay the remaining balance of $2,300 regardless of the situation. However, my husband argued that it was unreasonable to be charged for work that had not been completed. Recently, without receiving any prior bill, I was contacted by a collections agency demanding payment of the $2,300 balance. We believe it is unfair to pay for incomplete work. Thank you for your attention to this matter. I look forward to your response. Sincerely, ****** **********

  Business Response

  Date: 02/04/2025

  On September 29,2023 ****** **********, presented for orthodontic evaluation. She had upper and lower spacing with an overjet of 2-3mm and an overbite 2-3mm.She had a missing lower right pre-molar. She was advised to get an implant to replace the missing tooth in the future. She had started her treatment in *******, ****** 2 months previously in July 2023. She had ceramic, self-ligating brackets and we gave a quote to continue with the treatment. The patient was told to get records from the previous orthodontist which we never received.

  After the consultation she decided to start treatment with us on October 24,2023.We had records taken for her and an adjustment was also done on the same day. After that she had came in for 6 more visits and then she stoped coming for her appointments'. On March 15,2024 ****** gave us a call to the front desk and informed us that she wants to get her braces taken off . Ashley,the front desk receptionist told her she just started with us after coming from a different office with braces already on. She said she's decided to go overseas to get them removed. Ashley advised her not to do that since she still owes us a balance and she is still not done with her completed treatment. She said " Why would l be paying if l am getting them removed overseas. The balance is not her problem anymore".  The patient  was informed her that she signed a contract stating that she will be paying every month.She asked Ashley to send over her contract through email. Ashley also informed *********** about it and sent a copy of the contract to the patient.

  Ashley also gave her an appointment to see *********** on April 17,2024. ****** came in for an appointment, she presented with her husband.The patient had no braces on. She had gone somewhere else to have her braces removed and started ********** somewhere else.During the appointment, she did not speak  with *********** or us, only her husband spoke on her behalf .The people present for this appointment were ***********, Shayn an assistant, Ashley the front desk receptionist, ****** and her husband. Her husband was extremely rude and threatened *********** with an attorney . He said" that no where in the contract statues that they can't go anywhere else.That they will not be paying anymore money to ***********. No more due to the fact she does not have braces anymore." We explained to her husband that she signed a contract and so did ***********.The remaining balance will be paid until treatment time is completed. When asked for payment her husband refused to pay any amount further and asked for documentation of the balance remaining. It was given to them once again and ****** and her husband walked out. 

  Everything answered here is documented in  chart notes!

  
  

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I read the message from business and I do not agree with information provided by them. In the end of the first paragraph message states that I did not provided my medical records from previous orthodontist, but I have proof of email confirmation dated 11/9/2023 was sent to email address [email protected], and after when I was seen at office Doctor confirmed that email has been received. Also the  message from the business does not include the amount of $750 I paid on my first appointment and following that I was seen 6 times, on every visit I was paying $180. As you know during my 7 appointments (massage states that I "just started") I have never received adjustments on my bottom jaw, adjustments was done only on my upper jaw. After following couple visits I was asking the  Doctor why he could not adjust  the  bottom jaw and he asked me if I can get him tool  from my previous orthodontist from *******, because he could not open bottom jaw braces and could not adjust. This was good enough reason to go for the second opinion. 

  Also I like to mention that my husband wasn't rude when he said that he will look for attorney to solve this problem.

  After all, I think to pay remaining "balance" for work which has never been done it is unfair to me and my family. 

  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/11/2025

  I am responding to the rejection.

  First an email was never received by this office and the discussion the patient says happened is not in the notes. We need proof of her email. The patient only made 4 payments of $183.34 and the downpayment of $750.00. She did not pay at every appointment. If she signs a release of records I will send all documentation that will prove this. She received full adjustments on upper and lower teeth. An adjustment tool for self ligating brackets would have made it easier but it could and was done without it. I can send the chart notes. As far being told she just started treatments, treatment are usually 30 months long. When a patient decides 7 months into treatment that they do not want to continue we say  you have just started, because she had.

  Her husband became threatening in front of several office team members. He was threatening before he ever mentioned an attorney because he was not getting his way with the refund.

  Please advise when you receive release  of her records for this and we will send documentation.

   

  Customer Answer

  Date: 02/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I like to provide citation from my current Orthodontist

   "Premature wear of the incisal edges of the upper and lower incisors and cuspids is present.
   The following tooth is missing: lower right first molar
   The upper molars occlude with the lower teeth in a position that is more forward than normal The lower front teeth are moderately set back relatively     to the upper front teeth.
   The midline of  the lower front teeth is left of the center with the jaw relaxed.
   The lower jaw position is mildly set back relative to the upper jaw."

  My lower jaw was only adjusted with rubber bands, braces wire on the lower jaw was newer replaced unlike on my upper jaw. According to my research, rubber bands alone can not achieve the comprehensive tooth alignment or correction of jaw issues.  My treatment was going incorrectly which is documented above from my medical records. 

  The rejection letter states that my husband was threatening in front of several team members, that he was asking refund which is incorrect statement. We have never asked for a refund, he was asking to terminate agreement to avoid future payments for work witch was not done.

  I'm sending screenshot for proof of email which was sent to the provider on 11/9/2023.

   

  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/18/2025

  If you look at the email, it is not our address, we never received her previous records.

  I would like to see the records from the new orthodontist. All adjustments were done, upper and lower. No orthodontic case can be resolved in the 6 visits she had.She was also not consistent with her monthly appointments. The problem with the new treatment was she wanted to get out of our contract before she ever saw another orthodontist.She went out of the country to have her braces removed. They were not removed by her current orthodontist. Again, I can end all the questions by submitting all chart notes. I can not send copies of her chart without a records release.She must give permission to the BBB for us to send these.