Complaints

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

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  Diamond Braces

  15 Engle St Ste 204 Englewood, NJ 07631-2920

• 

  Diamond Braces

  79 Avenue U Brooklyn, NY 11223-3551

• 

  Diamond Braces

  148 East Ave Ste 3H Norwalk, CT 06851-5726

• 

  Diamond Braces

  1053 Bloomfield Ave Ste 14 Clifton, NJ 07012-2120

• 

  Diamond Braces

  3123 Kennedy Blvd North Bergen, NJ 07047-2378

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:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 filing this complaint regarding the Invisalign treatment I received from Diamond Dental in ************, **. I paid for a two-year treatment plan, but throughout the process, I received minimal guidance and communication from the staff.Recently, I raised concerns about what I believe to be an error in my treatment. Specifically, I questioned why my attachments were removed three months before the end of the planned treatment. When I asked the practitioner for more information, they were unable to give me any information. I was told that multiple Orthodontists have worked on my case and that not all of them documented their work properly, leaving gaps in my records.This situation indicates a troubling lack of continuity in patient care. It appears that the practices business model prioritizes volume over quality, and as a result, patients are left without consistent oversight or accountability.Furthermore, when I pressed for clarity, the Orthodontist claimed that final treatment decisions are made by **********, not by the dental professionals at the office. This statement is highly concerning, as it reflects a lack of responsibility on the part of the practice for managing and overseeing their patients care.I am deeply dissatisfied with the level of service and professionalism Ive experienced, and I am requesting that this matter be investigated. Patients deserve a clear, consistent, and accountable treatment processnone of which I received from Diamond Dental.

  Business Response

  Date: 06/26/2025

  Thank you for bringing this to our attention, we understand your concerns in regards of the treatment and also seems to be our office tried to reach out to your in regards of this concerns but wasn't successful, we see you have an upcoming appointment scheduled were all your questions and concerns will be answered by the doctor. As always we appreciated all feedback related to our patient's cases and we try our best to provide the best solution for each case.

  Customer Answer

  Date: 06/28/2025

  
  Complaint: 23498792
  
  I am rejecting this response because:

  While I do have an upcoming appointment, I am not confident the issue will be resolved. This will be the second attempt to get answers from the attending orthodontist, and at my last in-person visit, they were unable to address my questions about the treatment I received. I will attend the appointment on 8/3 and will assess whether the issue has been properly addressed after that conversation.

  
  Regards,
  
  ********* *******-******

• Initial Complaint

  Date:04/24/2025

  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.

  My consultation appointment was February 6th which they promote to be free. During the consultation I was told I will pay $3500 out of pocket. I told them I might had a second insurance and I will call later to provide her with the info. So couple of days later I called and gave them the second insurance and asked how much the new out of pocket. They said they check and get back to me. 2 weeks later no one called and the treatment appointment is the following week. They said they have no new numbers yet. So I asked to postpose the appointment till they get the new out of pocket amount. So 2 weeks before the new appointment I called and as usual it takes couple of days to get hold of anyone, the lady told me I have zero out of pocket with the 2 insurances which was weird. The very next day the same lady called me back to tell me that the info she gave me the day before was incorrect. Now, I will be paying $2600. How come the second insurance is paying $1700 (based on my call to the second insurance directly) and the quote was decreased with only $1000?? When I tried to question the numbers she started giving me attitude and vague answers. So I decided to get a second opinion/quote. For my surprise Diamond Braces submitted a claim to the first insurance for $300 on the same day of my initial consultation which was Feb 6th!!!!!!!!I went to the office to talk to the lady that I spoke to during the consultation she also started giving me an attitude once I start asking about the numbers and the money they took before starting the treatment and same vague words and then finally she told me sure we will refund you the $300(I have a recording of the conversation). Then the billing department called me today 4/25 saying they will not issue any refund and the $300 is price the record(Which I don't understand) and the free consultation only apply to patients with no insurance!!

  Business Response

  Date: 04/30/2025

  Thank you for bringing to our attention your concerns in regards of the complimentary consultation billed to your insurance, we dont advertise "free consulation" since we are participationg providers with insurance we have to submit any diagnostic records taken during consultation which you agreed to be taken, as I see a ****** representative already went over and explained this to you already. in regards of the quote given in the office, your primary insurance is Horizon BCBS which only has a orthodontic lfetime max of $1200 and your Cigna which is secondary is estimated to cover  $1700, based on this estimated calculation patient out of pocket is $2300. 

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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.

  Subject: *************************************** at Diamond Braces ****************** Location Dear Diamond Braces Management,I am writing to formally lodge a complaint regarding the substandard dental care my daughter received at your ****************** location on February 21, 2025. I am extremely disappointed with the way her treatment was handled, and I feel it is important to bring this to your ************ daughters braces had fallen out, and we visited the ****************** location to have it fixed. Unfortunately, not only was the brace not properly reattached, but the staff also used ** light in a way that caused her harm, resulting in a burn on her gums. This was very concerning, as it clearly indicates a lack of professionalism and care during her ************ make matters worse, when we returned to the clinic for the reattachment, the staff informed us that the brace would likely fall off again and we that there was no point in attempting to fix it. This level of carelessness is not acceptable.Her primary orthodontist is located in ***********, and as that clinic was closed, we decided to visit your ****************** location for convenience. Unfortunately, this experience has been extremely disappointing and upsetting. Given the issues with both the improper procedure and the burn caused by the ** light, we will be seeking a second opinion from another dentist regarding the condition of her teeth.I trust that you will take this matter seriously and investigate the circumstances that led to such poor care. I expect to hear from you with a resolution to this complaint and an explanation of how this situation will be addressed moving forward

  Business Response

  Date: 03/03/2025

  Thank you for bringing your concerns to our attention. We take all feedback seriously and aim to provide the highest standard of care to all our patients.
  After reviewing our records, we found no evidence to suggest that there was any poor service provided. Specifically, on February 20, 2025, multiple brackets were repaired and/or repositioned, and the following day, February 21, 2025, it was documented that the broken bracket could not be repaired due to inflamed gingiva, caused by poor oral hygiene.
  We understand that your experience may have been frustrating, and we would like to investigate your concerns further. If you have any evidence or documentation regarding the harm you referenced, such as a burn, please share this with us so that we can properly address your situation.
  We appreciate your understanding and look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 22974798
  
  I am rejecting this response because:
  
  There is no response on my claim instead they blaming me and a kid for the bad practice done. I have records of every 6 months and 3 months teeth cleaning which the poor hygiene blame is incorrect. The main dentist recommended the new position of the braces and he did himself. Going to another site you expect the same level of professionalism and guidance and not a bad treatment and poor job. Instead of blaming the patients and no take responsibility you should evaluate your sites and take this claim seriously to improve instead of continuing and applauding bad performance. 

  
  Regards,
  
  Nefe ******

• Initial Complaint

  Date:01/02/2025

  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.

  Around March 2022 I paid diamond braces for Invisalign aligners. The treatment was a year, in the middle of the treatment when I went for check ups I expressed the the business that I did not like the outcome. I was told that I would have to pay more money. During the initial consultation I was never told that I would have to pay more money if the treatment was unsuccessful. I feel as though the communication was very poor. Now I am left with a bill and no results. I’ve been trying to contact diamond braces but been having no luck for a while. Finally getting in contact with someone, I was then told I would have to pay more money still. I still have the attachments in my mouth. Nothing was done or took off. This company is nasty and horrible. Imagine being a young adult having to pay all this money and being cheated on.

  Business Response

  Date: 01/28/2025

   

  Hello,

  
  

  Treatment started in August 2021 and was never completed. Patient presented to the office after being absent for over two years and had not been wearing aligners or retainers during that time (reported aligners lost), relapse noted. Re-treatment recommended to the patient. We are happy to help her with any Orthodontic needs and are hoping to see some compliance improvement so together we can achieve great results. 

  Thank you for reviewing this case!

  
  

  Respectfully,

   

   

  	Masha Bereznikova
  	Accounting Specialist

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  The transaction was on 5/9/2024. I paid up front $500 for a new set of retainers. I came to the appt asking the orthodontist if I should order new retainers because my old ones had some cracks. The dr told me that although my old retainers still fit me perfectly and do not compromise the positioning of my teeth, she recommends I get new retainers because of the cracks. I went along with her suggestion, believing that the retainers would be the same as my old ones and not cause any differences to the spacing/position of my teeth. An assistant scanned my teeth. In the past they had done a mold impression for the old retainers. On 5/30/2024, I came to pick up the new retainers. Upon trying them on, they fit. The assistant had also scanned my wisdom teeth and the retainers were slightly cutting into my mouth. I asked the dr if I could come back and get them altered in case I extracted my wisdom teeth. She said typically retainers don’t include wisdom teeth and that I could come and alter the retainers in that case. I wore the new retainers for several weeks and noticed that the space in my teeth was getting larger than with the old retainers. I also put on the old retainers, which used to fit perfectly before and noticed they no longer fit properly. This confirmed that the new retainers were looser than the old ones and were not properly keeping my teeth in place. I returned to the dr and explained my concerns. The dr stated that although the retainers were different from each other, that the new ones still fit my teeth and that the two retainers wouldn’t be identical and that nothing could be done. I went to another Diamond Braces (**** ******** **** to get a 2nd opinion. Dr agreed that the retainers do fit differently but that it still fits. I am disappointed because I paid $500 and the new retainer isn’t doing it’s job of keeping my teeth together. I don’t see the point of having worn braces for so many years just to get a retainer that opens the spaces in my teeth.

• Initial Complaint

  Date:08/15/2024

  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.

  Diamond braces would schedule me for a visit. Once I am at my visit they would reject my visit for payment. When I scheduled my appointments they never stated I need to make a payment to be seen. My teeth are feeling sensitive and weak. I went to diamond braces with help to improve my tests. Instead they have destroyed the health of my teeth. They refuse to return my call for resolution. I dont want to be a customer. They dont do anything to your teeth during visits. The visits were basically just to change plastic. I felt there was never discussion about the progress of my teeth. My teeth looks worse after being a customer. Buyer beware they only want payment. They dont care about your teeth. If you not from there country you dont matter. I tried reaching out to these people for a month the compliance department refuse to return my call I need these brackets removed causing me pain and sensitivity

  Business Response

  Date: 08/23/2024

  *********************** consented to orthodontic treatment at Diamond Braces and is paying treatment fee in monthly installments.  Diamond Braces offers an in-house payment plan on the condition that patient authorizes monthly credit card autodraft to be continued until the balance is paid in full. In case autodraft is discontinued, full treatment fee becomes due immediately. Payment has to be made monthly, however the patient has not made any payments since May and as of today has accumulated a past due balance of $450. 

  Pt was given an option to make payments in the office as a courtesy. Patient was seen by the doctor on 8/20/2024 as a courtesy. Patient still has not made a payment. 

  Invisalign treatment has to be closely overseen by an Orthodontist, and keeping regular appointments and following wear and care instructions is essential for achieving good results. Patent has had poor compliance since the start of the treatment which resulted in multiple treatment plan changes. Patient was informed of the necessity of good compliance, and  wear and care instructions were reiterated to the pt on 8/20/24 . We are happy to help ***** with any Orthodontic needs and are hoping to see some compliance improvement soon so together we can achieve great results. 

  
  

  Respectfully,

   

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

  
  

• Initial Complaint

  Date:07/24/2024

  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.

  This establishment is unprofessional. They told me I had to pay my balance of $1200 in full and they would not give me a payment plan and stated I have to pay the whole thing full and if I didnt they would add an extra $500 which would equal $1700 that I would have to pay in full and they are offering no payment plans. This is very unprofessional and inconsiderate.

  Business Response

  Date: 07/31/2024

  Nastasia was offered an in-house payment plan for her Orthodontic treatment and is paying treatment fee in monthly installments. Diamond Braces offers monthly payment arrangements as a courtesy for patients convenience. ******** stopped making her monthly payments in February 2024 and has accumulated a past due balance of $1217.82. No payments have been made since February despite of numerous friendly requests and reminders. As per the financial policy agreement signed by the patient, late fees will be assessed each month of late payments. Non-compliance fee can be also added to the treatment fee in case of severe non-compliance of the patient (excessive appliance breakage, multiple missed appointments etc.) Diamond Braces has been reaching out to the patient repeatedly and will be more than happy to fulfill any treatment needs and review payment arrangements if the patient decides to continue her orthodontic treatment.

  
  

• Initial Complaint

  Date:05/17/2024

  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.

  I have acquired diamond braces to help provide services for me to close my gaps with the use of the aligners. Starting in November of 2023 i started have sensitivity to hot and cold temperatures relating to my gums. I got X rays done and rhe dentist told me that I have cavities and a unfinished root canal that needs to be taken care of before proceeding any further and that diamond braces should have made sure that those issues were fixed before starting the process. I spoke with the "doctor" who works at the location and asked her to pause my payments and discussed the findings from the dentist. At present I am trying to find a better dental insurance because I am suffering with pain and sensitivity and can only eat on the left side of my mouth. I called the billing department to request that they pause my payments which is $205 a month and they are telling me that they cannot pause my payments. I think that it is unfair to continue to be charging me foe retainers that I cannot wear at this time. They charged me in April and again this month May. Everyone takes a bunch of X raid with the high tech machines that they have but they refused to tell me that I had issues which must have been present on their x Ray results, and here again are refusing to show character in a situation that has been made worse because I was wearing retainers that I should not have been fitted for due to my unhealthy teeth that I was not aware of. Please help me resolve this issue before I have to seek another avenue because I am not going to allow them to keep taking money from my account due to their negligence and carelessness

• Initial Complaint

  Date:03/19/2024

  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.

  This wasn’t my first bad experience here but let’s just start with today’s unfortunate event because it has left me distraught. I went to my final appointment to get my retainers and was told they were also going to put on permanent retainers on the top and bottom of my teeth that took about 3 hours. I asked several times if it was covered and the lady in the front desk confirmed that it was. A few hours later in the day I get a call and was told that the permanent retainers were actually not covered and that I would need to pay out of pocket. I refused to pay for a treatment that I didn’t even ask for because if it wasn’t covered I would’ve never gotten them. The lady continues to tell me that I have to pay 700 dollars or that they would take the funds from my original payment towards my lifetime retainers. I said they could not do that because I already paid 1100 for those. And instead of trying to help solve the issue they caused, they instead threatened to hold my lifetime retainers. *******

• Initial Complaint

  Date:02/23/2024

  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.

  I started my Invisalign treatment with Diamond Braces in 2021. Things started off well but when issues started they werent addressed. I assumed because they were professionals they know better. Fast forward to *************************************************************************************************************** 2021. It was said that there was no way that my treatment should have continued as planned. I went to speak with other the doctor at Diamond Braces who originally started my treatment and was told he would schedule me to start correction. He removed my attachments and told me I would receive my retainers after a small procedure. This was in December 2023. I have not been able to reach that doctor and no one has contacted me to schedule anything as I was promised. Me treatment is in limbo. I have no retainers and only 1 over correction tray that fits almost reasonably. I have called the compliance department several times since January. All I am being told is that there have been no follow *** and all I can do is keep calling and complaining. Its truly ridiculous and disturbing to know that Diamond Braces truly cares very little about their customers. My treatment is in limbo and I have no idea when it will ever be addressed.

  Business Response

  Date: 03/22/2024

  The patient is in the final stage of Orthodontic treatment, and stated she was satisfied with the results and ready for appliance removal during as of last appointment. However, she needs to have a perio surgery completed before placement of lower retainers.  The patient was referred to a periodontic specialist. Overcorrection trays were given to the patient. Patient needs to come back for her retainers after the surgery is done.