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:08/30/2024

  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.

  I made a consult for my child. No one, at all, from the office told me that there was a consultation fee. I was told AFTER the appointment to pay the fee. Actually, they stated they were billing my insurance and I told them absolutely not. We have seen three other orthodontists in the area and NONE of them charged us for the consultation. I waited forever for the actual "consultation" part - or the 5 minutes with the orthodontist. Then, they were going to charge my dental insurance for their consultation fee, again, without stating up front that they would do so. I was not given an estimate or anything that can allow me that gauge the price of the care; when all three other consultations provided me with their treatment fee. Additionally, they don't even accept my dental coverage, and neglected to tell me BEFORE we went for the consult. I wouldn't have even stepped foot in that office if they had stated that they were out of network. They lied, then tried to force me to use my insurance benefits. Their practices are deceptive.

  Business Response

  Date: 09/18/2024

  To Whom It May Concern: 

  The patient's appointment was completed within the 60 minute scheduled time frame. I was very thorough in explaining patient's malocclusion and treatment plan, despite patient's mom stating in her complaint that she waited forever for her "5 minutes of time" in the consult with me. Patient's mom never asked for an orthodontic treatment quote and never asked if we do free consults. We explained to patient's mom that we would send the preauthorization for orthodontic treatment to her insurance to see what they would cover before giving an estimate as we wanted it to be accurate. Our front desk tells patients that our office is out of network with certain insurances when they call to schedule a consult, so I am unsure about this miscommunication. Other orthodontic offices may do free consults, but our office does not, and our office does not advertise free consults. I don't understand how our time, x-rays, photos, 3D scan, and consultations would be automatically assumed to be free simply because other offices offer this. Patient's mother also signed a form on 8/29/24 that stated that "I also understand that my insurance will be billed for an orthodontic evaluation." (see included documentation) This form is given as part of the check-in process and was signed by patient's mother.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. I would not have wasted my time, my sons time, or yours if I had known that out of all of the business that I have checked with that you business charged for a consultation. You are the only one who was deceptive about the appointment, my insurance coverage, and your office practices. Why is it that only your office is so special that you even charge for the consultation? All other offices that I met with were extremely honest at the time I made the appointments. You CANNOT possible think that it is okay to charge people a consultation WITHOUT telling them that you are charging them at the time of scheduling. That is lying. You cannot possibly believe that someone would choose your office when you are not even in their medical network, which you knew at the time of scheduling.

  Return my $190.00.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/07/2022

  Type:Billing 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 April 15 2021 was my daughters 1st appointment with smith Orthodontics. At the appoint I was required to sign the contract, pay 1,500 down payment , and put a card on file for future payments before she would be seen. We completed this at that time and things were going good until January 27, 2022 I was contacted by **** stating the initial payment of 1,500 was never paid. I went through statements and spent hours on the phone and the card company could see the amount for that day but it had been so long I had no receipt or proof to provide. I spoke with **** and thought this was resolved. My daughter continued treatment and Smith continued charging my card for installments as agreed. I was then contacted on 10/24 prior to her final visit and told a payment of $227.50 needed to be made before the appointment and that would be all that is needed. I was assured this is the final payment and we are all set for the appointment. On 11/3 the day of her appointment ***** called and said 1,500 needed paid that day or she wouldn't be seen I explained everything but ***** refused to help in any way. This is fraud and poor business practice.
  1. My daughter would not have started treatment without the down payment
  2. I was not contacted until 9 months after the first appointment and she had been going to see Smith on a regular basis up until this point and nothing was said.
  3. After speaking with **** in January 2022 nothing more was said and treatment continued.
  4. I was contacted on 10/24 for the final payment and even asked for confirmation that this was the final bill and we were completely paid and the receptionist confirmed we were all set for her final appointment.
  5. ***** called on 11/3 the day of the appointment demanding 1,500 or my daughter would not get her braces taken off.
  I have paid this business as agreed and expect them to provide the service as agreed.

  Business Response

  Date: 11/30/2022

  Business called BBB with there response.

  We called the consumer November 10 and the appointment is set up for December 14 for the d-band and retainers. We are writing the chargers off. The practice was sold to us in the middle of October and we are getting caught up from the lap over.