Complaints

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

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White Brown Smiles has 4 locations, listed below.

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  White Brown Smiles

  224 Oneil Ct STE 13 Columbia, SC 29223-7649

  
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  White Brown Smiles

  2847 Pelham Ct Orangeburg, SC 29118-1465

  
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  White Brown Smiles

  275 Harbison Blvd STE Gg Columbia, SC 29212-2254

  
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  White Brown Smiles

  827 Wappoo Rd Charleston, SC 29407-5866

  

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:05/23/2023

  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.

  I started my dental plan with this company 11/11/2021 and we were under a contractual agreement that on the 10th of every month $113 would be drafted from my account and it was until I switched cards due to theft. I made them aware and gave them the new information before payment was due. When the draft day came they didn’t deduct it and sent multiple notices and invoices for payment I manually paid and received service. the next draft date they didn’t deduct anything again but I caught it and paid manually again and made them aware it wasn’t drafted so we went through the information and was both in agreement that it would be drafted on the contract date, then when it came time for my next appointment I was seen and treated and then told I wouldn’t have another appointment until I paid an outstanding balance 3 times the contract amount due to late fees they attached to me for not paying on time, even though it was supposed to be drafted due to contract written and verbal. The money was in my account and they simply didn’t draft it. I strongly believe this was done in order to rack up money in late fees. I can not afford to pay the late fees accumulated outside of my knowledge and they’re refusing treatment. I’m also dissatisfied with how they misled me in to believing I would have the actual orthodontist work on my teeth instead of students practicing on my teeth while she chaperones. three brackets weren’t installed properly and now 1 of my teeth is severely damaged and they won’t correct it because of this payment issue.

  Business Response

  Date: 05/23/2023

  Dear Better Business Bureau:
  
  Thanks for your note. As much as I would like to properly respond to the complaint submitted 05/22/2023  (assigned ID ******** ), I am forbidden from doing so. Let me explain why first; then let me propose a way forward. Unlike most consumer complaints, many professionals, such as Doctors, are obligated to maintain privacy. We are governed by federal statute (HIPAA); state confidentiality statutes; precedential state common law judgments addressing confidentiality; and our code of medical ethics. Absent a release from a patient authorizing disclosure of protected health information, I would be at risk for a lawsuit, a fine, or even losing my medical license. Accordingly, responding in public to a medical complaint must yield to the law.
  
  This risk is more than academic. A past edition of Florida Medical Business reported a physician was disciplined and fined several thousand dollars by the Florida Board of Medicine, precisely for responding to a complaint lodged by a patient with the Better Business Bureau.
  
  Next, adjudicating whether a medical procedure was done adeptly is much different than analyzing ordinary consumer transactions. Our courts demand expert testimony rather than the mere word of either side. Does the Better Business Bureau really want to commit the resources necessary to properly evaluate such professional matters?
  
  I understand that the BBB often posts unresolved complaints on its web site. This places me in quite a predicament. While I appreciate the desire of the BBB to provide a fair forum to respond, the law prevents me from responding to you or through you, absent authorization by the patient. If you truly want to provide a fair forum, the first step is obtaining a release from the patient. Until I have received this authorization, I am bound by federal law not to discuss any details (including even whether or not this person was a patient of my practice) with any third party.
  
  I am sure that you were unaware of these statutes and were not attempting to induce me to violate federal law. I look forward to receiving a signed authorization so that I may respond to complaint # ********.

  Sincerely,

  Dr. ***** ***** *****