Complaints

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

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  Smith Dental Care

  910 Highway 29 N Athens, GA 30601-1513

• 

  Smith Dental Care

  259 Athens St Hartwell, GA 30643-1854

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:07/01/2025

  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.

  On April 16, 2025 I paid $1313.20 of a $3348.00 root canal and crown procedure. Which was required upfront before the appointment could be scheduled(paid in two payments of $655.60) the process was completed and insurance covered all but $582.50 leaving an over payment of $730.70. At the time of payment no disclosure of( overpayment will be returned 4-6 weeks) I got my EOP from my insurance showing I had over paid, I contacted the office and asked why didnt they contact me about the over payment, was told oh some people like to have credit on their account in case of more procedures, I stated this was not acceptable and that a refund is requested, the office told me a lady only handles those audits on Fridays. Several attempts have been made to get my refund but every time I call I get its being processed and nothing can be done. The office manager gave me her direct line and sends me to voice mail every time I call. My dispute is that they did not tell me anything about a 4-6 week refund time and have not refunded my $730.70 after more than 6 weeks after services were paid in full with an overpayment of $730.70 and they tell me there is nothing they can do and no one else I can talk to, the answer would be the same its still being processed. I just want the overpayment refunded

• Initial Complaint

  Date:03/01/2025

  Type:Sales and Advertising 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 got a loan from ****** for a root canal.Approx $1420 I had to pay $432 out of pocket i set my appointment up. Smith dental canceled twice on me back-to-back. The first time because they were pushing back their opening time, the second time they canceled was because they shut the business down for the day. So they set me up with another appointment day. I wasn't able to come in at that time. So they sent me a $50 no show fee. Then they decided to leave me a voicemail and say that they're keeping all my money, and if I wanted a root canal, i would have to pay the total amount again. Then proceeded to charge me $397.45 as a no show fee and refunded my card $34.55 in reality they should have refunded me $382

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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.

  In January of 2025 I received a bill from my dentist from 2022. I was not aware I had an outstanding balance. I have gone to this dentist twice a year since the date of service and each time I asked if I had a balance. Each time they said no you don't owe anything. I was upset I was hit with a bill from 2.5 years ago even though I was repeatedly told I didn't have a balance on my account. Then when I began emailing customer service to understand what the charge was for I was told FOUR different totals. I now don't trust this business so I asked for itemized invoices to understand where these different charges are coming from. NOW I've been given an even more expensive total because "The change in the balance is because we keep going around with explanation in the emails and no payment has been made by you since 8/21/2022." I was hit with an invoice 2.5 years later, and now they're upset that I am looking for an explanation as to what my total is, I have received FOUR different totals and now they want to charge me more because I am seeking an explanation for what happened. I am SO frustrated and confused. I am a college student and I just want to understand and make sure I pay my full balance which has changed numerous times. I am scared and upset and I don't know what to do because they keep changing my total. I just want a total explanation, an adjustment of charges (if applicable) and a resolution to this situation.

• Initial Complaint

  Date:02/19/2024

  Type:Billing 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.

  On 1/11/24 I came in for two x-rays at the request of *******************, office manager, so that they could have evidence of a crown and root canal that I had to have done (at another dentist/endodontist) as a result of damage caused by Dr. ********************** the previous year. The reason they wanted proof was that I was asking for a remaining charge on my account from almost a year prior be dropped due to unnecessary pain, suffering, and the root canal and crown needed after the damage. They asked me to come in and I relented to have two xrays done to prove my case. I was assured multiple times prior over the phone that I would not be charged for the xrays since they were at the Dentist's request and not my own. I even have a printed and signed letter that ***** handed me on 1/11/24 that clearly states "Smith Dental Care will not be charging ************* for her x-rays today."After seeing proof of the procedures, I was assured by ******* and ***** that I would not be responsible for the remaining balance of near $350 and that there were no more charges on my account. Serveral days later, I logged into my *************** portal and noticed a claim for $46 for the two xrays on 1/11/24. I called and spoke with ******* in their accounting side who assured me that she would retract the claim with ***** since I was not supposed to be charged. This $46 was paid to ********************** (fraudulently) by my insurance but counts towards my out of pocket maximum for the year. It also counts as towards the total number of xrays I can have towards the year. Now, a month later, I see that the claim is still counting as paid and they RESUBMITTED a second claim for the same day. They were supposed to remove the initial 1/11/24 claim, not file a second one! Luckily my insurance company denied it as a duplicate claim but I want the initial claim to be cancelled as they stated the visit was no charge and only at the request of the dentist.

• Initial Complaint

  Date:07/10/2023

  Type:Billing 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 was told I was responsible for $150 a week for a year. On June 12, 2023 my balance was $1756.00. On July 1p, 2023 I got a letter saying my balance was $6460.96

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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.

  Wanting a refund On 6-17-2023 I was charged $255. +$45+$82.00 to have a tooth pulled. They were unable to do so and will not refund or return any of my calls. I have all documents proving this and think people should be aware of them taking their money without fulfilling the job that was said was going to be taken care of. They are very unprofessional

• Initial Complaint

  Date:05/31/2023

  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.

  Its about a crown that still is not permanent and they need to finish the work in my mouth that only has a temporary crown. I was supposed get it done because they said it was covered and that I owe nothing. But, the day I was there on May 26, they told me I had a balance from 2021 of 3,000 where they did a root canal and a crown. At that time they told me my dental work, all of it from 2021. They also told me that they would NOT put my permanent crown in even though my insurance already paid. I also need to mention that I had to go back 8 times for this new crown. This is unacceptable.so,They finally said that the newest crown was defective and sent it back to the lab for a replacement. I can't chew on that side and my permanent crown has been paid in full but they told me until I pay $790 they were unable to do the work. All I want is for my newest crown to be finished and the balance to be eliminated. Thanks

  Business Response

  Date: 06/07/2023

  *************** was not in our practice on 5/26/2023.  She was in on 4/26/23 and was informed that her insurance had not paid anything further on a RTC from 2021.  *************** offered to pay $4.00, which she did on 4/26/2023.  Smith Dental Care is a business that deeply care for the patients and community as a whole.  However,  *************** claims that her insurance has paid us in full in simply not true.  We file insurance as a courtesy for the patients we see.  As well, why are a fee for service practice.  We in no way guarantee any insurance payments.  We present the treatment plans as an estimate of benefits only. Any balance that Insurance does not pay is the patients responsibility.  It is true that the *** was presented to her, (as an estimate), and show her with $0.00 out of pocket.  Smith Dental Care has no control over what *************** Ins. benefits will pay out.  Also, *************** signed and agreed to this in the attached document.  She signed and acknowledge that this was just an estimate just under this statement  and as well that she would be responsible for any balance left after ins. Smith Dental did in fact discount this treatment significantly already.  We would be more than happy to complete any and all treatment.  But the balance has to be paid in order to do so.  We have in fact offered payment options to *************** and this was refused.  Please see notes below from 4/26/2023

   

  04/26/2023
  ************** came in today to have her new crown seated and paid $4.00... She stated that she was told by management that she could pay $4.00 a month on her balance (there is no record of this). I spoke with ************** and told her we need to set up a payment plan for her balance (iCare payment plan), but in order to seat the crown or continue any future work we would need at least 30% payment up front ($786.90). THIS IS THE THIRD TIME THAT I KNOW OF THAT HER BALANCE HAS BEEN ADDRESSED WITH HER- I HAVE PERSONALLY ADDRESSED THIS ISSUE WITH HER TWICE NOW. ************** looked at me blankly and then said "honey I am on a fixed income, I cannot do that". I informed ************** that unfortunately she has maxed out her insurance benefits and has a balance dating back to 2021 that we never received payment from her on. ************** stated that she spoke to her insurance yesterday and the rep told her that she had "money [she] didn't use in 2021 and they were going to send [Smith Dental] more money soon". I told ************** that unfortunately without any written documentation from Humana stating that I cannot honor that. ************** carried on about how the crown had to be re-cemented and the partial was remade and she was "charged" each time for that and that she was told by her office that her ** was covered in full. I did inform ************** that that is only an estimate and what Humana pays towards her ** is between her and Humana and that Humana should send her a letter each time they accept or deny a claim for her. ************** stated she will be contacting the BBB and left.~ Apr 26, 2023 ~***********************

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Business Response

  Date: 06/15/2023

  I will accept this compromise.  My office will contact ************** and schedule the delivery of the crown.  My office will have payment arrangements set up for the payment plan of $50.00 per month and deliver at the scheduled appointment time.

  Customer Answer

  Date: 06/20/2023

   
  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:05/28/2023

  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.

  April of 2021 I went in for a free consultation and evaluation for orthodontic treatment, which resulted in oral surgery to remove a tooth and then braces. I was quoted $0 for treatment based on insurance policies I had. The day before braces being applied in May 2021, I was told that I needed to pay close to $4,000. I was able to supply proof where I was quoted $0, and was honored that price; with no time line of how long it would last and a note in my account, that I saw at every visit. Almost two years later and 30 minutes prior to my appointment in April 2023 to let me know that I needed to pay $3,850. When I went in I met with two managers and the ** on the phone who insisted I pay, and "negotiated" down to $1,500. There was no official agreement, and nothing in writing. I was also promised a call back from the ** to discuss more the following week, but never heard back. Since then, they have filed a claim with my insurance and was paid $2,279.40, which they deny but my insurance has proof they were paid. Smith Dental is refusing to treat me, even with a dental emergency, until I make a payment (despite my insurance paying well over $1,500) in which they claim was agreed upon. An agreement is something that both parties agree on, and is in writing. Nothing was agreed upon, and nothing was in writing. I have since had to go to another provider, any pay out of pocket to complete my care. Smith Dental has acted unethically, unprofessional, and displays lack of concern for my oral health. I am requesting they pay me the money that was paid to them by my insurance, and they were not owed. I have included an attachment with with a much more detailed series of events.

  Business Response

  Date: 06/05/2023

  This is being looked into. 

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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.

  Owner about January 4th of 2022 I went in for extractions with Smith dental. They told me I would be put to sleep I called that morning and realized I was not going to be put to sleep and they said they had gas. I arrived and they did not have gas and I went running. They had an initial check for $10,000 and one I told them not to cash because I left the office so hurriedly. I've had all the work done by another dentist and was dealing with the *** which facilitated this work the *** of Smith dental no longer works there and I have had no luck with getting in touch with the owner. I've had the all the work done by another dentist which says how bad the dentures were. I was never able to use them and had to have them made by another individual. They lied to me they have stolen $20,000 of my money after the *** said that he would give some of the money back but I should not be charged for a product that I was unable to use example the dentures. The *** had told me that they do not work that hard on dentures and that they charge for adjustments which is very wrong to everybody that they have done this to which I know several.they have $20,000 of my money that is a lot of money and a business should not be able to do an individual like this because they don't have the ability to fight them in court..