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 has 21 locations, listed below.

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  Diamond Braces

  15 Engle St Ste 204 Englewood, NJ 07631-2920

• 

  Diamond Braces

  34-36 Progress St Ste A4 Edison, NJ 08820-1197

• 

  Diamond Braces

  66 E Mcfarlan St Ste 3 Dover, NJ 07801-3533

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  Diamond Braces

  3097 Steinway St Astoria, NY 11103-3440

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  Diamond Braces

  260 Audubon Ave New York, NY 10033-6306

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:02/02/2024

  Type:Order 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 am writing to address my concerns about the care provided to my girls. In the beginning, during the consult, my girls were able to decide on Invisalign or wired braces. My kids chose Invisalign. After showing them the insurance I had, they advised this carrier does not cover Invisalign (thinking, wow, insurance will cover some). Wired braces it will be. Several days later, DB called to break down the pricing and cost. A payment plan was offered. I looked at my HSA balance and advised I would pay all my out of pocket the day the girls got thier braces on. On this day, I came in, paid them via checks & I received a folder of what I paid and the remaining amount that was being covered insurance. 3 1/2 months later, my girls father and I decided to divorce. Shortly after my divorce was filed, my girls came in for their appt and a business rep took me aside and advised they are not getting any money from insurance. There was a mistake on how much insurance was going to pay that was written in my contract. It is now I must pay the balance. At the time, I couldnt do that, all unpaid medical bills were tied up into my divorce. I did receive an email from DB on the outstanding balance. I forwarded the email to my attorney. My divorce was final in 12/2022. My now ex-husband was directed to pay the remaining balance. In May of 23, I brought my girls in for their appt and was advised that my girls could not be seen unless the remaining balance was paid. I let them know their father is paying. I tried calling my ex & could not reach him so my girls didnt receive care (this was not their problem). It was also at this time I discovered the unpaid balance was $1521 X 2. The email I received only had $1521 as the balance. So I thought $1521 was the total amount owed. I also only received one email. My girls have had to suffer over all of this. DB made a lot of mistakes (some others not mentioned) and they only offered a 10% discount for one of the $1521.

  Business Response

  Date: 02/14/2024

  The cardholder consented to orthodontic treatment at Diamond Braces. The original treatment fee quote was based on the patients insurance coverage. As per Diamond Braces financial policies, in case insurance coverage is lost during treatment, all unpaid balances from the insurance are transferred to the responsible party. The patients were granted a payment plan and a 10% treatment fee discount as a courtesy.  

  
  

• Initial Complaint

  Date:01/25/2024

  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.

  The fall of 2021 I went to Diamond Braces on ********************************** to inquire about my teeth and wanted to get them corrected. They advised I needed invisalign and they installed them. After receiving the invisalign I noticed that it did more harm than correction. I advised the Doctor I wasnt satisfied with it. The Doctor insisted I continue with them. They continued to charge me for them as they were aware it didnt work for me. In 2022 I went back to get an update due to me not seeing any results. I again complained to the doctor and still insisted I continue to pay for this. I spent a total of $4,500 and didnt receive any results. December 2023 I went to them and now they are suggesting I get braces as the invisalign didnt work. I made several complaints to the business, they failed to acknowledge and provide a solution despite my concerns. I am very dissatisfied with this and would like a full refund. Please help me to resolve this, thank you.

  Business Response

  Date: 02/14/2024

  Patient is in active stage of orthodontic treatment and is receiving orthodontic services provided by a highly qualified orthodontist in accordance with the treatment agreement, and patients medical needs. Bite correction is a complex medical procedure, which requires time and patient compliance. Orthodontic treatment usually proceeds as planned and we intend to do everything possible to achieve the best result for every patient. However, we cannot guarantee the results, nor can all complications or consequences be anticipated. The success of treatment depends on the patients cooperation in keeping appointments, maintaining good oral hygiene, and following orthodontic instructions carefully. If some treatment options do not suit a patient we are glad to offer alternative options. . In case of early treatment termination, treatment fee is adjusted based on the amount of treatment completed and procedures performed

• Initial Complaint

  Date:01/10/2024

  Type:Order 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 signed a 18 month contract and I was charged additional money for aligned for simply have a slight gap. The orthodontists treatment plan was incorrect and they had me using elastics and it wasnt necessary. I then saw a new orthodontist who told me I shouldnt have used the elastic to begin with. He filed my teeth and then told me it would be an additional 500 even they their initial treatment plan was incorrect to begin with. I requested copies of my scans and x rays which I never received . They implemented a new cancellation policy and removed the online cancellation option.

  Business Response

  Date: 02/14/2024

  Patient is in active stage of orthodontic treatment and is receiving orthodontic services provided by a highly qualified orthodontist in accordance with the treatment agreement, and patients medical needs. Bite correction is a complex medical procedure, which requires time and patient compliance. Orthodontic treatment usually proceeds as planned and we intend to do everything possible to achieve the best result for every patient. However, we cannot guarantee the results, nor can all complications or consequences be anticipated. The success of treatment depends on the patients cooperation in keeping appointments, maintaining good oral hygiene, and following orthodontic instructions carefully. If some treatment options do not suit a patient we are glad to offer alternative options. In case of early treatment termination, treatment fee is adjusted based on the amount of treatment completed and procedures performed.

• Initial Complaint

  Date:09/14/2023

  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.

  as a patient at diamond braces I was offered a discount when I refer a family member. they gave me a hard time until I spoke with the manager. she put a discount on my account. days later I receive and email saying that discount no longer applies because family member lives with me. although said member does not. I call the corporate office and the woman I spoke with from diamond braces says that is not apart of the policy. she also confirmed I was being treated unfairly on a recorded line.

  Business Response

  Date: 10/11/2023

  This patient has already received another discount. Unfortunately, the discounts cannot be combined. The patient was informed.  

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  I am writing to express my extreme dissatisfaction with the level of care I received at Diamond Dentist on May 4th, 2023. I had scheduled an emergency appointment at 3 pm due to my bottom tooth shifting after having my braces tightened at the Coney Island location a week prior. Upon arriving at the Bushwick location, I was alarmed to discover that a dental assistant had placed an item or block in my brace that had forced my tooth to shift backward and out of alignment. I have pictures to support this claim. During my appointment, I was met with a rude and dismissive attitude from the dentist available on the floor. Despite my explaining my emergency situation, he asked loudly why I was there and ignored my concerns. As a patient seeking care, I found his bedside manner to be unacceptable and distressing. Prior to this appointment, I had spoken with Gladys about previous complaints I had regarding issues with insurance and bedside manners. She had assured me that these issues were one-off incidents. However, I found this not to be the case during my recent appointment. I felt that Diamond Dentist is operating like a fast-food chain, with quick and easy service, without any one-on-one patient interaction. The dentist's lack of concern for my shifting tooth was embarrassing, and it reflected Diamond Dentist's lack of integrity and care for their patients. I expressed my concerns that Diamond Dentist is more concerned about the bottom dollar than providing quality care. However, I was disappointed to find that she was dismissive of my complaints and did not have any real actions or plans to address the ongoing issues with the service and care provided by Diamond Dentist. She made it a location issue, suggesting that the problem started at the Coney Island location. However, this is the second time I have received terrible care at the Bushwick location.

  Business Response

  Date: 05/25/2023

  I would like to include some of the notes and appointment chart that show that she was MIA for 3 months prior to coming in to Bushwick location. As you can see on the appointment screenshots patient missed multiple appointments and constantly rescheduled her appointments. She was seen at Diamond Braces only for two times after being bonded. Notes from the OM Gladis that tried to resolve the problem also were included to this email, and patient left happy on that day. Gladis offered her multiple discounts such as $100 in addition to waiving the appliance change fee which is $1500. On 5/4/2023 patient stated she will think about it and we did not hear from her since, and she has not been answering our calls.

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  This business made me pay thousands of dollars out of pocket even though I'm an SSI recipient for a treatment they stopped prematurely after 3 years of inconsistent and contradictory treatment. They won't give me a refund for treatment that ultimately did nothing and they're charging me for the remainder of the treatment that I didn't receive.

  Business Response

  Date: 05/11/2023

  Patient started treatment in 2020 but had serious compliance and oral hygiene issues throughout the entire treatment time. Patient was given thorough oral hygiene and compliance instructions multiple times, but showed minimal to no improvement. The treatment results were compromised due to heavy calculus accumulations constantly building up on patients teeth. In May 2023 treatment was discontinued due to non-compliance with treatment and Oral Hygiene. Patient understood the risks of continuation of treatment with no compliance, and agreed to terminate. Termination forms were signed. All appliances/attachments removed, all instructions given chairside and e-mailed and texted, patient referred to primary dentist for a dental and periodontal check. The treatment fee is non-refundable as per Diamond Braces policy. The contract was read and signed by the patient. The only reason for treatment termination was patients non-compliance. Diamond Braces made every effort to help the patient resolve all the issues. ************operation is essential for good treatment results. Diamond Braces will be happy to evaluate and fulfill any future treatment needs. Additional charges will apply if patients decides to seek orthodontic treatment in the future.

  Customer Answer

  Date: 05/11/2023

  
  Complaint: 20005278
  
  I am rejecting this response because:
  You didn't make everything clear to me and I constantly had my questions dismissed. 
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/22/2022

  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.

  Paid : ***** ********************** sold faulty braces to me that did not properly fit (even though I was told by one dentist for months that the braces fit fine, moved to a new location and was told by another dentist that none of the braces fit properly). I am now being charged an additional 900$ to fix it. - The company should be held reliable, the fit of the braces is their responsibility.

  Business Response

  Date: 01/05/2023

   The complainant started treatment with clear aligners on 11/12/2020. Her treatment was going according to plan.

  On 07/28/2021 came in for a routine visit to pick-up more aligners. Her custom aligners were fit and all questions answered in regards to her progression. Patient was scheduled to be seen every 3 months to monitor progress. 

  
  

  Patient was absent for 8 months. Mutiple attempts were made to contact and schedule visits unsuccessfully during her absence. 

  
  

  Patient returned to the office on 04/08/2022 without her aligners stating that she had not been wearing them as prescribed for about 2 weeks. The treating doctor attempted to try on her next aligner set and it did not fit. Patient was instructed to return with all previous aligners for a fit check to help her get back on track with her treatment. Patient was also informed of our policy on additional fees related to non-compliance which are outlined in the contract she signed at the start of treatment. 

  Patient returned on 04/13/2022 with 1 set of her aligners which were ill fitting. The treating doctor prescribed her to wear that set of aligners for 2 weeks (22 hours per day) performing biting exercises, which were shown to the patient, in order to improve fit and requested to see her for another assessment after those 2 weeks. Again, non-compliance fees were reviewed with patient. 

  
  

  Patient again was absent from treatment for 8 months. Multiple attempts made to schedule for a follow-up visit unsuccessfully. Patient returned on 12/20, stating she occasionally wore her aligners to bed. ******* was not fitting due to her non-compliance with treatment instruction. Aligners are to be worn 22 hours per day and changed weekly.

  
  

  Patient did not follow the treatment instructions given. Due to the patient's excessive absence from treatment and continued non-compliance, her custom aligners no longer fit. 

   

  
  

  
  

• Initial Complaint

  Date:11/17/2022

  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 began Invisalign Treatment in January 2022. At this time, I did not have **************** so I had to pay for the full treatment upfront of $4,000. This total included a discount of $500 offered for non-insurance patients. In March 2022, there were some changes in our household and I was now covered under my new insurance. Immediately, Diamond Braces took away the $500 discount and told me I owed this money. From March 2022 - Sept 2022, Diamond Braces, filed claims on my behalf which they were paid $656.25. I recently had another change to my insurance where I no longer have coverage as of Nov 2022, which they will receive another payment of $93.75 for Oct 2022 claim. I called the office and advised them of this matter, thinking I would now be eligible for the $500 credit and they said no. How convenient? When it favored them, hey immediately took my discount away but now that it doesn't benefit them, I am not entitled to the discount. Either way, I am due a credit as mentioned, I have already paid for the full service.