Complaints

This profile includes complaints for Braces Braces's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Braces Braces

  3450 Cobb Pkwy NW #160 Acworth, GA 30101

• 

  Braces Braces

  1867 Jonesboro Rd STE 12 McDonough, GA 30253-6099

• 

  Braces Braces

  10377 Industrial Blvd NE Covington, GA 30014-1403

• 

  Braces Braces

  4374 Atlanta Hwy STE 109 Hiram, GA 30141-1849

• 

  Braces Braces

  3450 Cobb Pkwy NW STE 160 Acworth, GA 30101-8379

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:02/10/2025

  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 called at least 4 times since the beginning of January about billing and ***** has returned my calls. ****** was who we dealt with at the beginning and I was told she was the office manager as well. She has yet to follow up with my concerns. My son got his braces on 2/24. He was 17 at that time and we had 2 dental insurances with ortho coverage. Both plans are delta dental. ****** stated both plans would be billed and any refund would be applied after insurance paid. She did not mention at our consultation that you HAVE to use orthobanc to draft payments and I only found out the day we paid the deposit and my son was getting the braces on. I let that slide since we had double coverage. January 25, I called in to ask for a statement of what insurance paid. I received the exact info that I have access to on orthobanc. I called back and was told a message was sent to ****** to call me back. My son had an appt on 1/9 and he called me because the front desk asked if he had other insurance. I gave both insurances back in February. My son goes to college out of state and drives himself to appointments. I talked with the front desk lady who read me the notes on the account. She said the insurance requested info and by the time it was sent they were told the policy termed. She said this was Nov. Stepmom's policy ended 5/31 but my husband's plan was active. Insurance should have paid something!! I told her I was concerned because my husband's plan doesn't cover adult ortho but my son wasn't an adult at that time. She said she would get ****** to call me back and they would rebill the insurance. ********** called ************ and they said they are still waiting on the provider to send info. It's a rush because they will not pay after a year. I called again and another message was left for ******. She never called back. Called one last time and was told message was marked it urgent and it goes directly to her ******'s phone. No callback

  Business Response

  Date: 02/28/2025

  The Office Manager, ****** ********, contacted *******, and updated her on the status of the insurance claims for her son's treatment. The insurance department has submitted both claims to both ************ insurance policies. ****** apologized to ******* for the delay in getting in contact with her. She explained to her that she had only received one email in reference to her needing a ball back. 

  Customer Answer

  Date: 03/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I feel I only received a response after submitting this complaint, but office manager did apologize and explained the staffing issues.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/02/2024

  Type:Billing 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 February 7th, 2022 Braces Braces of ********* installed braces for family of 3 est. 24 mo. $2,945 each totaling $8,835. Initial pay $120.46/mo. each ($361.38/mo.). The *** card on file withdrew on same day. After spouse lost *** card it was reported lost/stolen. Requested new cards with *** provider. Meanwhile, braces payments were declined thru this method of payment. Payments resumed as new card added.Despite the economic downturn of everything increasing unable to keep up with ortho $361.38/mo. as costs of bills/food increased while quantity/quality decreased payments that weren't paid caused a payment increase with Braces Braces to $130.79 for my two children and $160.85 for myself after August of 2023 (new total $422.43/mo.). As my braces were nearing completion (I was in rubber bands). I payed off my account $643.39 on Jan 17 2024 which leaves my two children still to be paid $262 (son) and $653.90 (daughter). Neither of them are in rubber bands as of to-date.The issue and root cause for this complaint is around my daughters acct. The funds that are being withdrawn monthly for both are still taken on the same day. If there isn't enough money in the account it is only applying to my sons account (which always seems to be taken first). Due to past payments declining Orthobanc has consistently withdrawn $25 in fees which totaling to $550 alone, over the past 2 years. I received a letter that they will discontinue treatment for my daughter after I attempted to speak with someone about the account inside the facility as well as calling them directly. I was told Mon 4/29/24 at 12:43pm that I have until 5/6 to pay half of her balance (half of $653.90 is $326.95) in order for her to remain active with the practice and we will arrange (2 remaining) payments therafter. My sons acct is still active and he needs to make a payment $131 by 5/6 only owes $131 remaining. Today 5/2 this has changed. Now I am being told something totally different. Which is unacceptable.

  Business Response

  Date: 05/03/2024

  Good morning.

  I am sorry to hear of the troubles that you are having. In order to be able to review, I will need the names of your children as well as a HIPAA release allowing me to provide response with the BBB.

  I look forward to working with you.

  ***********************

• Initial Complaint

  Date:11/10/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  This company offered to put me back into braces treatment for free because I lost my retainer and I was unable to get a new one from them. I was supposed to have a permanent retainer per the treatment plan but it was never given to me. They stated that I needed to get my cavities filled before starting treatment which I kept advising them that I was unemployed and didn't have dental insurance so I did not have a way to pay for four cavities. Once I was finally able to afford to have my cavities filled I contacted braces braces immediately to start treatment. Once I went to the office they stated that they could no longer honor the free treatment because it had been too long. I stated that I was never given a time line of when this offer expired nor was it relayed to me in any of the calls made to the business during the delay of getting my cavities filled. I even asked the receptionist if she could see the note in my chart that stated that I could restart treatment for free, in which they stated that they could see this note. I then asked if there was a expiration date or any information related as to when I needed to return to start the treatment by, in which they stated that there was not. The doctor at the marietta location even told me that it was my fault for taking so long to get my cavities filled, which I thought was extremely unprofessional because she doesn't know what people go through or their circumstances. I've reached out to several people working for this company and no one has been considerate or willing to help. If they gave me a expiration date or even had a expiration date on my file I would understand, but they have proven they are unwilling to help finish a treatment that i've paid in full to their company.

• Initial Complaint

  Date:08/23/2023

  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.

  My daughter is a patient at this office. She went to college out of state during the middle of her treatment. We asked for out of state treatment options and we were advised it is best she be complete treatment in this office. We were advised by the Office Mgr she would facilitate appointments etc because my daughter lived out of state. I paid the balance off in April after collections threats. The office mgr at that time said she had 6 more months of treatment left. My daughters next appointment was in May. She advised her treatment would be finalized and a mold for a retainer was done. We have not heard from the office mgr since to schedule an appointment or follow up. After I paid my account to zero her treatment was rushed now and incomplete. She has now went back to college out of state. Calls to this office were ignored and no urgency has been placed on completing her care since May. You have billed my insurance and I have paid for a service. ****** the office mgr contacted me 4 days after I reached out to share if this was not resolved I will file a BBB complaint. Her tone was nonchalant she took no ownership. Did not apologize one time. ****** began to make reference of my frustration as if it was not justified. I want the appropriate care that I have paid for or my money back. ****** does not care about the quality care provided by the organization or the client experience. Paying for braces is costly and not easy for every household. I will not be doing business with office again in the future.

  Business Response

  Date: 09/01/2023

  I spoke with RP ***************, I listened and understood her concerns. We were able to accommodate patient for a Saturday and make proper notes for our Doctor to evaluate this patients case. RP party also has my cell number if she ever needs anything she can reach out to myself directly.

   

  ***********************

  Regional Director of Operations GA2 

• Initial Complaint

  Date:02/21/2023

  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.

  We completed a consultation for braces treatment for my son and daughter. Braces Braces explained the full service needed, including some tooth extractions. They quoted a price for the service. We asked if the quote covered ALL activities we discussed in the consultation. They confirmed it covered everything. Additionally, they also included a printed quote that outlined the service and cost for a COMPREHENSIVE treatment. We paid for the services in full, roughly $6800. After beginning treatment we were informed the tooth extractions were a separate and additional fee. We demanded the full services be provided at the contracted and paid in full rate or a refund be provided. They have refused multiple attempts to contact them and have not returned any of our inquiries.

  Business Response

  Date: 03/01/2023

  I have spoken with responsible party and discussed the miscommunication. Our comprehensive treatment cost included everything related to the Orthodontic treatment within our scope of services we are able to render. When it comes to general dentistry or Oral Surgery treatment we are unable to do within our Braces Braces practice resulting in patient seeking external referral sources. When consultation was completed at the general dentistry office patient was provided with the fees for extractions that would be completed at that practice. This cost was not included in the Comprehensive treatment cost coded as (D8080), since this is not a service our office is able to provide. After speaking with responsible party I did apologize for the lack of communication and explained as stated above. Responsible party did decide to discontinue treatment and request refund. The refund was processed back to responsible party and patient is scheduled to have the braces removed. 

   

  ***********************

  Regional Director of Operations

  ************

  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 is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 been leaving messages for Braces Braces to contact me back concerning my sons retainers that were hurting his mouth. I paid for his braces in full. He kept having problems so we took off his braces and then I paid for him to have surgery on his gums. We continued to have to come back to try to get his retainers adjusted but now no one is returning our phone calls. His teeth are spread apart again. Our Braces Braces location was in ********* **. I am asking for a partial refund because they did do the work but I am unsatisfied with the results!

• Initial Complaint

  Date:06/22/2022

  Type:Sales and Advertising 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 broke my retainer and was looking for and dentist office that could assist me with my request. Luckly I came across braces braces I called them and I had an appointment everything was going well I paid them and received my service, now a few weeks later I called and I asked if I can purchase another retainer that cost me extra ****** just incase you never know if I may lost of break the new one, they said I will have to come and see the dentist because my teeth always shift I said fine this is around February 2020 so I purchase my 2nd retainer. Im calling them to asked about my retainer now they are saying because I havent pickup the 2nd retainer I have to pay ****** dollar for the third retainer I was trying to explain to them that why should I pay for a third retainer when I havent received the 2nd retainer all I asks for is my retainer

  Business Response

  Date: 06/30/2022

  Patient ***************** came in for her new retainer impression 01/21/2020. She was scheduled to have her new retainer delivered 02/04/2020 and no showed that appointment. She was again scheduled to have the new retainers delivered 02/18/2020 and No Showed this appointment as well. We only keep retainers for up to 6 months from the time patient is scheduled to come in to pick them **. ** 2020 we keep all old retainers for 12 months. ******************** has contacted us 2 years after she was scheduled to have her retainers delivered and we have disposed of any abandoned retainers. The retainer that was made in 2020 was made from an outside lab in which we are billed for those services and patient pays for that service. Patient contacted our office 06/22/2022 stating she forgot about her retainer and wanted to come by to pick this up. We informed her we no longer have this retainer from 2 years ago and we would have to charge to have a new retainer made. 

  Resolution: We would be willing to provide a inhouse Essix retainer to patient at no additional cost as a professional courtesy. 

  If patient would like a lab made ****** retainer she would need to provide the $250 to cover the cost.