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Business Profile

Orthodontist

SmileMaker Orthodontics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthodontist.

Complaints

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

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SmileMaker Orthodontics has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:05/02/2024

      Type:Product 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.
      In October of 2023 I paid $1800 to SmileMaker Orthodontics at the ************** branch for one year of orthodontic care, including a pallet expander. We had to move out of the area in February 2024. SmileMaker has refused to refund me for I received care, claiming they have a contract that they cannot "find" and I have no memory of signing. After establishing care in our new location the pallet expander had to be immediately removed. The new orthodontist showed us that it was blocking three teeth from coming in and never should have been installed. SmileMaker is unresponsive and has not given me any refund at all.

      Business Response

      Date: 05/06/2024

      Patient started with the practice 11/7/2021. Patient had 10 visits: 11/17/21, 9/21/23, 10/11/23, 12/12/23, 12/18/23, 12/19/23, 1/3/24, 1/11/24, 1/25/25, 2/14/24. Patient received exams, CBCT, intra-oral scan, doctors workup and treatment plan. After examinations, scans and treatment plan, Pt started treatment 12/19/24, delivered RPE, and lower E arch.  Mom paid $1800.00 and was given treatment agreement to sign on treatment start date. All patients or their parents receive a copy. Agreement was delayed to be scanned due to poor functionality of computer system. A large tornado hit the area on 12/9/24 which damaged internet, computer systems, x-ray systems and functionality, cloud, telephones, power, water and electricity service. The ************** location was shut down for 3 weeks. On 3/25/24 sent a copy of our only standard treatment agreement to mom as we could not find scanned copy in the system yet. Terms of the standard treatment agreement dictate after $1200 initial fee, $150.00 per month refund = $300.00. Mom did not agree with terms unless original signed agreement was found. Did not want to be held to agreement terms unless signed agreement found. 2/26/24 mom agreed to $300.00 refund, but argued if agreement not found she wanted $900.00 back, 50% refund. 5/2/24 informed mom that $300.00 would be sent and if contract not located by close of business 5/6/24 we would gladly refund the 50% she requested or a total of $900.00 that she had requested. 5/3/24 mom agreed to our response that we would be very happy to provide a total of $900.00 refund if we could not find the scanned agreement by close of business 5/6/2024. 

    SmileMaker Orthodontics is NOT a BBB Accredited Business.

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