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:03/15/2024

  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.

  I purchased bleach trays from Sporting Smiles. They are pictured on their site and sold as scalloped. However, the ones I received are not scalloped which means the bleach ***** the gums so badly they cannot be used. I tried off and on a few times to bleach my teeth but could not tolerate it at all. Finally, my wife looked at the trays and noticed the problem. She sent a note to their "warranty" department. *** responded. *** sent a canned email response about retainers that had nothing to do with the message sent to her. She also stated that their company would not accept a return, repair them, or replace them. I spent $80 on a product but received something different from what was pictured. Bait and switch.

  Business Response

  Date: 03/18/2024

  I am sorry you're having an issue with our product. You order was from 06/24/23 as shown in your invoice. We do warranty the product for 30 days. Policy is on the bottom of all our websites pages *************************************************************

  You order is almost 9 months at this point. 

  We did send you an email trying to work with you.

  SportingSmiles

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a retainer set from them. I did my impressions, followed the instructions to get my impressions verified over email, and sent them off. I received a correct top retainer and a bottom one that did not fit. I filed a claim and they sent me a new kit. In my correspondence with them, they did not state that i had 90 days to return the impressions to them. My husband misplaced the box and when I found it, I did my replacement impression for them. They said that I would have to purchase a new set since it had been more than 90 days. Something they did not tell me when I filed my claim. So now, I have paid them for a product that they agreed was made incorrectly and they will not replace it due to a term they did not properly communicate. It is hidden in the terms on their website which I have now found, but let's be honest, I was dealing with them directly and they could have stated that directly or had me review it to confirm receipt. This is very dishonest and I paid for something I did not receive.

  Customer Answer

  Date: 03/11/2024

  The business has responded to me directly and I wish to close it.

   

  
  
  Regards,
  
  ***************************************
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 do not recommend this service. The retainer they sent did not fit. I asked to do the impression again, and they told me it was an issue on their end but that the impression worked. They then sent a new retainer to the wrong address. When I was able to get it forwarded to me, this retainer also did not fit. I again asked to have it remade and they told me I was not eligible to get a retainer that fit because it was no longer under warranty after they sent it to a different address.I recommend you save your money and have your dentist make your retainer. While its more expensive, it actually will fit your mouth and ********************** you made in your teeth to begin with.Thank you!

  Business Response

  Date: 02/20/2024

  Hello *****, 

  Sorry if they was some confusion on your order and we can work with you.

  I have a few options. 

  1. Send a return label and send everything back and we can issue a refund.
  2. You can keep everything, and we can switch your order to a single and refund the difference.
  3. I can send you a new kit to start over from starch for the upper. 

  I hope one of these will work for you. You are also welcome to call me directly.
  
  Thank you,
  ****
  Director of Operations
  ************

  Customer Answer

  Date: 02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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.

  placed an order in november for 3 retainers. it took ***** days for them to ship out. finally got my package 1/20/24 - as u can see in the pic of the email sporting smiles sent me they said 3 retainers were in the shipping. they were not. i only got 1! i complained and then was told that they only sent 1 as a test to see if it fits. then why are u sending me an email saying u shipped 3?????? why does your website not explain that the additional 2 are going to take another ***** days????? why did u not send me an email explaining that when i made my purchase or at least in the **** package u sent me????? why????? then they said they'll put a rush on it and send out the remaining 2 in 7 business days it's now 14 business days later and still no retainers and still no shipping confirmation!!!!! this is my first and last time ordering from you. i would've been a great customer but you messed it up for yourselves with all the dishonesty!!!!!! shame that you're allowed to do business this way.

  Business Response

  Date: 02/16/2024

  Hi *****,

  With larger orders we do a check fit. There should have been a post-it note on the case that let you know this. We do this just to confirm the fit and to get you one set of retainers quicker. 

  We did ship the balance the other day. Here are the tracking details.

  *************************
  ****************
  ****************************
  Shipped: 2024/02/15 (USPS)
  Tracking #: 9400136106028373011711
  
  Thank You,
  ****
  SportingSmiles

• Initial Complaint

  Date:02/01/2024

  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 ordered 8 sets of aligners each set includes and upper and a lower aligner making it 16 aligners for a total of $840. This was paid with my *** benefits. The company emailed me asking me if that was correct that I would be buying 8 sets, a total of 16 which I confirmed.I also paid back in June of 2022 to save my imprints for life, therefore the company has my imprints and this was an reorder from the imprints on file.I received a tracking number for an enveloped that contained only two sets: two uppers and two lowers, and as it turned out they do not fit ****n the bag it included a note that said this is just a test and that the rest of my order was on its way. So I emailed them back and told them that they did not fit and asking why only two (2) sets out of 8 were shipped. I got a response asking for me to send a photo of my imprints, then another email asking me to confirm that I followed the steps of making my imprints "as the first steps to the order."I replied reminding them that I have imprints "for life" as paid for and this was not my first time ordering from them. They replied that I have a file a "warranty" request, and I reminded them that I am still missing six (6) sets and I didn't get what I paid for. And I also reminded them that they sent me someone else's imprints. As mentioned this was paid with my company's federal benefits using the *** benefits, a federal taxable benefit. They seem to want to scam me of my money, again I paid $840 dollars and I didn't receive all of the items I ordered, and now I'm being told that I have to file a warranty claim for a missing item that they are not sending. Also they sent me someone else's imprints. I would like my money back as soon as possible and I need your help so I can contact the *** benefits to let them know that this company stole the money. I never had issues with them until this large order and it's disgusting that they are trying to rob **** need my money for products not

  Business Response

  Date: 02/05/2024

  Hi Princess,
  
  My name is **** and I am the manager at SportingSmiles.  I got your order forwarded to me because of the BBB case.  I am hoping I can help explain our process.
  
  When a customer orders a bunch of products we will make 1 and set it as a check fit. (this is the sticker on your order). We do this to confirm they fit and then complete the balance. 
  
  Can you please let me know what the fitting issue is with the first set that we sent you? This is what we are waiting on. We do have your order 3d scanned in. but want to know what's wrong with the first set that we sent you. If you can let us know we can work on fixing the issue. We can then rush you out one more set of retainers.
  
  As soon as we get you one good sent that you like we then make the rest of the retainers.
  
  I hope that makes more sense and you are always welcome to call me as well.
  
  Thank you,
  *************************
  Director of Operations
  ************ 

   

  (This was also emailed to you)

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I emailed the business a photograph as per their request that they wanted to see that the two sets out of 8 sets that I ordered, did in fact not fit. Instead, an employee by the name of *** emailed me a threat that if I didn't remove the complaint from the BBB, I will not receive my order. Again, I ordered 8 sets, and I have not received them.  I also paid for a lifetime imprint of my teeth, which they have had for two years and never had an issue.  I ordered a large order and all of a sudden they send me a "fit check" and when I replied, as per their request that they didn't, the company asked me to file a "warranty claim" even though I do not have my ordered product.

  I already lost money on paying for a lifetime imprint two years ago that have worked perfect until this order.  Now I ordered 8 sets and they are refusing to send refund me, even though I have been working with them emailing them the photos they asked and they are still refusing to refund me.

  I do not want anything to do with this business, especially after being threatened that they will not provide me with my order if I removed this complaint.   This is a scam and they should give me my money back.  This is wrong!

  
  Regards,
  
  Princess *****

  Business Response

  Date: 02/09/2024

  Hi Princess, 
  

  Not sure if this response was older and BBB is delayed. We talked by email and we make you one set as a ******** and it was delivered on 2/8/24 (yesterday) by ***** #************
  
  We are hoping everything is good with the fit. We are waiting to hear back from you, and we can finish the balance on the order. I also just sent you an email on this.

  Thank you,
  ****
  SportingSmiles
  ************

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have sent the business photos of the two sets of aligners with comments that they do not fit and they have sent me once again another email asking me to send them a reason why they don't fit.  They also have in their records that they shipped all 8 sets aligners when they only sent 2 and the only two that they sent, which they claim are just "test fits" they are refusing to replace.

  I also received an email stating that the business had a third imprint, which I emailed and attached copy of the proof of purchase of my imprints from two years ago, which I only have two imprints.  

  The business has been able to send me the correct order all the way up to December 2023 with no issues.  Now that I have spent $840 from the *** benefit card, a tax free benefit, they have found every excuse to not send me the order.

  First they lied about sending my total order.  Then they asked me to send them an explanation of why the only two sets that they sent do not fit, which I responded and sent them a photo of the aligners not fitting in my teeth.

  I also send them a reply with the order from two years ago showing them that I paid for lifetime imprints, as well as a review of the multiple orders I've placed with those imprints for the past 3 years.  

  The company has lied that they have a third imprint and they "just want to make sure it fits" when I already told them that they do not fit and they should simply use my prints and whatever they sent me did not belong to me, they are saying that they need to ask me once again if they don't fit.  

  I have already provided them with photos and description about the two "test fits" they sent, and I also told them that they lied about sending the entire order.

  The company should return my money as they didn't send me my order and what they sent me was someone else's order claiming that they are just checking if they fit.  

  They also sent me a threatening email that if I didn't remove the comment on the BBB page they will not send me my aligners. 

  This is obviously a scam and they should refund my money.  Again, $840 and no product received.

  
  Regards,
  
  Princess *****

  Business Response

  Date: 02/16/2024

  Hi Princess,

  We always stated that we split larger orders and to ********* before completely so customers will have at least part of the order.

  You can send everything back to use using the return label attached. We will then issue a refund back on the original payment method.

  The last set of retainers was made by our head lab tech, and we confirmed that they fit perfectly on the impression we have. It's possible that your teeth shifted since the impression was taken and that's what is causing the fitting issues.

  Thank you,

  ****
  Sporting Smiles
  ************

• Initial Complaint

  Date:01/10/2024

  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.

  I paid for services totaling ****** In Aug. 2023 and never received a thing from this company. My pictures can't be uploaded into this file, as I have to resize them through email, but if you email me, I can return all photos with explanations to your email. I might consider discussing this issue with news media in the future, but not at this time.

  Business Response

  Date: 01/16/2024

  The customer wanted to cancel the order when we already had it 90% finished. We stated we can rush it out and finish it. She then opened a paypal case on the order. This puts everything on hold. We let paypal deal with the case. This is where the order is currently at. We can't even issue a refund become the claim is with paypal. She could have called and talked to a manager and we could have come up with a solution that worked for both of us, but soon as a case is issued paypal takes over. We now have to wait for paypal to come up with a resolution. 

  Customer Answer

  Date: 01/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The information given by Sporting Smiles is incorrect. They were not 90% finished with my order. They stated they were delayed because they had gotten new equipment and were experiencing a back log because of it. Then they stated if I would send them more money that they would put rush on my order. I told them that asking me for more money was not acceptable. Yes, I opened a case with PayPal because this company was trying to extort more money from me after I had already been waiting for 2 months to receive my retainer and trays from them! Paypal closed my case because i didn't respond to an email that they claim to have sent me. I explained to them that for some technological reason, I did not receive that email. I have all the emails from both parties supporting my position.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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 ordered an upper mouth guard. Without my consent, Sporting Smiles changed the order to a lower mouth guard. I asked for a refund when I learned this. They said they can only refund 50%. Why? I didn't order lower, I ordered upper. So basically they are asking me to pay 50% of something a) I didn't order and b) I won't get. Photos of the email exchange and original order are attached. In addition, I said I would go ahead and keep the order since I would be paying 50% anyway. Sporting Smiles then cancelled the order and refunded 44$, so I'm paying 44$ for nothing...

  Business Response

  Date: 11/27/2023

  We received the following complaint from a customer regarding a mouthguard appliance that was not delivered. Our business name is Sporting Smiles *******************************************. We are a pediatric dental practice located in ************** and do not make or ship mouth guard appliances. Our website is ************************************;

  There is another company called Sporting Smiles (***************************************) who make and ship retainers and other appliances to customers, who we believe the customer must have been intending to route the complaint to. 

  The complaint was submitted to our company in error, and we wish to have it removed and resolved. 

  Business Response

  Date: 11/28/2023

  Hi Mende,

  I read all the notes on your account an emails. The issue was partly on ordering a night guard for an impression that we didn't have on file. We only have your upper here.

  We did start making you a new night guard with the impression we had on file. That is why you were getting a partial refund. Its was for the work we already started on.

  I did just issue a refund for the remaining half. You now have got a full refund.
  
  If you do want an upper night guard, we would just need for you to place another order and take an upper impression. We can then file both impressions together and keep them on file.

  I hope this makes more sense and sorry about the confusion. We do have our black friday sale running for a few more hours if you did want the upper night guard.

  Thank you
  ****
  SportingSmiles
  ************

• Initial Complaint

  Date:06/22/2023

  Type:Sales and Advertising 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 ordered a retainer and was very pleased with the product. They sent me an offer with a discount for a back up set. I ordered them and a quick look they seemed fine. Several months later I had to use them and found they are much more shallow than the original and not effective as a retainer. I contacted the company and was told there was only a 30 day window for problem resolution. They did not wear out but were delivered incorrectly made. The company should stand behind their work not hide behind a short warranty period. All I wanted was a proper set and was refused any help. Delivery of a defective product should be resolved. I will never deal with them again.

  Business Response

  Date: 06/23/2023

  Hi *****,

  I just read the emails on your order. I do see you are out of warranty, but our customer service should have extended it for you. Is it possible to send us some photo of the old retainers and the new retainers so we can compare the height and get you a new set. Is it both or just a single retainer? They more information you can provide about the issues with the fit will help our techs make a replacement.

  Thank you,

  *************************
  Director of Operations
  ************

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 bought retainers from Sporting Smiles in January. It's now March. After sending them back, they took a month without any response and I didn't get retainers. After I contacted them they told it would take additional time. I bought other retainers from my dentist and Sporting Smiles only wants to give me 50% of my money back despite having not delivered any product to me. It's been 2 months since I ordered. They've had more than enough time to make the retainers.Just. give. me. my. money.

  Business Response

  Date: 03/14/2023

  I am not sure if they customer understood our email on 50% off refund. We offer to give him 50% off and we were still going to send him the finished product still. Not just give him 50% refund on cancelling his order. 
  
  We ended up before this claim was filed giving a full refund back to paypal that was used at checkout. 

  I hope this makes more sense now and can this claim can be closed.

  Thank you,
  ****
  SportingSmiles

  Customer Answer

  Date: 03/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:01/31/2023

  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.

  I purchased a dental night guard kit on 12/21/22 from this company.I followed specific instructions including watching their tutorial video on how to make the cast / mold.I submitted many photos for approval and they denied everyone so I requested my money back.They said I would need to send them the empty box and used material in which I did per their instructions.According to tracking they received everything on 1/18/23 and still no refund.This is a scam with fraud intensions.

  Business Response

  Date: 01/31/2023

  Hi *****,

   

  I am sorry we don't have your return marked as coming back to us. I did check the tracking as well and see you did return in on the 18th. I just issued a refund though paypal, and attached. 

   

  I wish you would have contacted us direct, and we could have easily fixed this over the phone or email.

   

  Thank you,

  ****

  SportingSmiles
  ************