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:09/29/2022

  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 am making this complaint due to deceptive billing practices and false advertising of their loyalty plan. March 23rd, 2022 I had a dental cleaning appointment, at which time I enrolled in there 6 month loyalty program. The plan can be seen in there web site. It states that cleanings (with an s) are free within the six month period. After my cleaning, they scheduled my next cleaning for September 21st, 2022. They did not charge me at the time of the appointment because I had their loyalty plan. After my appointment I noticed the 6 month plan was due to auto renew in a few days. I had no need for another 6 months as I plan to purchase my own dental insurance. I was told when I signed up for the plan in March, to simply call and let them know if I didnt want to re-enroll after the six month plan expired. So I called them on September 21st, 2022 (two days before renewal date) to let them know I did not want another six month plan. The person at there office confirmed that I wouldnt be reenrolled and they would not charge me for another six month plan. However, later that day I got a call from another person at their office telling me that since I just had a cleaning, I would have to re-enroll. I said that I didnt want or need their plan for another six months. Then she said that if I did not reenroll they would charge me full amount of the cleaning on September 21st. I said that it should be covered under their plan as advertised. She said that was not the intention of the plan. I feel like they booked my appointment and knew my plan was about to expire and they were trying to force me to reenroll. If they had told me before my appointment that my cleaning would not be covered, then I would have cancelled and waited until my new insurance took effect. They only told me afterwards. On Sept. 30 I received a bill of $196 (incidentally it is nearly same exact price of their 6 month loyalty plan).

  Customer Answer

  Date: 10/13/2022

  I filed a complaint against Time to Smile Dental on 9/29/2022.  Complaint number #********.
  
  After they were contacted by your office regarding my complaint, they e-mailed me directly saying they would no longer attempt to charge me for my September 21st dental cleaning appointment, which should have been covered under the loyalty program I purchased from them.  This was the basis for my complaint.
  They asked me to contact the BBB and let them know that the issue has been resolved.  They said that due to HIPAA laws they were unable to discuss this issue directly with you.
  
  Since they have agreed to honor the terms of their loyalty program and not charge me for my September 21st appointment, I consider this matter resolved. 
  
  I very much appreciate your office for helping to resolve this issue for me.
  
  Thank you,
  
  ************************************
  
  p.s. If you have any questions, please call me at **************