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:02/04/2025

  Type:Product 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 12/31/24, I had a consultation for Invisalign at the Bardstown location. At the time, I decided I wanted to move forward with Invisalign and paid a $500 down payment via debit card. The next business day, 01/02/25, I canceled the Invisalign due to unforeseen circumstances, preventing me from being able to commit to Invisalign at this time or in the near future. I was informed I would receive a full refund of $500. I was then linked to a website from ***** ******* and given an online debit card noting to be in the amount of $500. However, the funds were not accessible. I contacted the company expressing the online card noting working and wanting a paper check to deposit the money back into my bank account. I was told I could call ***** ********. I contacted that number on 1/15/25 and was told a paper check was being mailed and that I would receive it in 7-10 business days. On 1/30/25, after still not receiving the refund check, I contacted the number again and was told if I hadn’t received it by Monday I could call back. On this evening, 2/3/25, after still not receiving the refund check, I contacted the 877 number again to check the status. The female immediately voided the check they said they sent, telling me another check is being mailed and should be received within 14 business days. This experience has felt like a huge run around.
  
  I do not want the company to contact me. I would like assistance in figuring out why the process of getting my money refunded back to me, like said, has been this difficult.

  Business Response

  Date: 02/11/2025

  We reached out to the RCM accounts department that handles and processes refund requests for ***** ******* on behalf of the patient.  RCM issued the check as requested but canceled the check after the patient reported not receiving it via mail.  The RCM accounts department did re-issue the check per patient request but there has not been enough time for the 2nd check to be received by the responsible party. The accounts department has requested to cancel this request to re-issue a check via mail and instead refunded to the credit card used ending in *9471. The credit card refund receipt is attached - please allow 3-5 business days from date issued.  It has been our intention to fully resolve this matter and believe this is resolved via direct CC refund.  

• Initial Complaint

  Date:11/23/2022

  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.

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   I filed a BBB complaint against Mattingly and Howell Orthodontics on 11/22/22 (case#*********.  Instead of responding to me through the BBB, they contacted me directly through email.  I would like for our communications to stay only through the BBB.

   

  ***** is who I have been dealing with all along. When I called her to say I did not want to move forward with the treatment, she said it would not be a problem. Then the next day she called and said they would only give a partial refund (full refund minus the cost of the Invisilign trays).  I told her we expected the full amount back. She told me that they would not refund the portion covering the Invisilign trays because they had already made them. The trays were not made at that point, AND she had told me earlier the refund would not be a problem. She had never even started the process for refunding the partial refund until I filed the BBB complaint. After they received it, it was only then that she emailed me a form to sign authorizing only a partial refund. She emailed me directly instead of responding through BBB. If Mattingly and Howell Orthodontics does not issue the complete refund of $2,442 within 1 week of receiving this BBB response, I will proceed to leave a negative review on BBBs site, I will file another complaint naming the company who manufactures the Invisilign trays, Smile Express, I will then contact the consumer protection financial bureau as well as the state attorney's office. Also, I want them to contact me only through BBB instead of directly. 

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

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