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Business Profile

Orthodontist

Simply Orthodontics
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Simply Orthodontics's headquarters and its corporate-owned locations. To view all corporate locations, see

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Simply Orthodontics has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 Febuary 2024 I had my teeth cleaned at Webster Lake Dental. I needed additional work and while going over the estimate, they imformed me I had a $107.00 Credit Balance. I asked when it was from and they said Febuary of 2023. I was never emailed, called, or otherwise informed of this balance. On Febuary 7, 2024 I canceled all future appointments. I spoke with Collen the office manager and asked that a check for $107.00 be mailed to me, she stated that it would take 3-4 weeks. The credit stems from a filling I had done in Febuary 2023 and was self pay, not insurance.I have called Collen 5 times about this and still have not been refunded the money. They have had this money for 14 months and never asked if I wanted a refund during this time.

      Business Response

      Date: 05/17/2024

      ****,

      We apologize for the miscommunication. The credit was left on your account to be used toward any future treatment. Instead, as you know, we have now submitted a request for your refund and will ensure that this is resolved. We appreciate that we were able to have a conversation about this matter.

      Customer Answer

      Date: 05/21/2024

       
      Complaint: ********

      I am rejecting this response because: They knew in Febuary that I had cancelled all my appointments going forward. 

      I called at least 5 times and got the same response as the one they just sent.

      I would like them to send a check # with an issue date to prove that they will send it.

      It's almost 16 months that they have held this money

      Sincerely,

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

    • Initial Complaint

      Date:09/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 son has been a patient at Simply Ortho for over 2 years now. In that time the offices he goes to has changed Orthodontists 3 times. Each time the new Ortho has seems to be over their head dealing with another Dr.'s work. It culminated 2 weeks ago when the newest ortho made my child cry stating he had extremely messed up teeth. My son went into the office with 3 issues, the ortho made a stop gap fix on one issue, then shuffled my son out of the office because didnt feel like doing anymore work that day, even though my son was in pain. I called the main office and asked to have an appointment with the head ortho, again stressing that my son is in pain and we need to get his braces fixed. First they wanted him to wait 2 weeks, I told them no, it had to be sooner because e was in pain. I scheduled an appointment at a facility an hour away from home specifically to see this one Dr. and they cancelled the appointment the morning of. My son is still in pain. I have requested a refund and have received nothing but silence and indifference to my son's situation.

      Customer Answer

      Date: 09/12/2022

      I prepaid $6190 for the dental work. They have not held up their end of our contract.

      Business Response

      Date: 10/06/2022

      We have provided reasonable, appropriate orthodontic care to the patient at all times and have nearly completed the treatment.  Unfortunately, the complainant became unhappy with some recent scheduling issues and then became very aggressive towards our staff in demanding a full refund.   Nevertheless, we offered to complete the patients orthodontic care so long as the complainant is no longer involved.  We advised the complainant of the importance in completing the patients care and the fact that it would not be economically feasible to have another orthodontist do so at this point because the case is so close to completion.  We also offered to provide a more reasonable refund as a token of our goodwill.  Apparently, this BBB Complaint is an indication that our offer has been rejected.  We again reiterate the importance of completing the patients care with us and our offer to do so in the manner we have already communicated to the complainant.

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