Business Profile
Orthodontist
OrthoFi, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/21/2025
Type:Service or Repair IssuesStatus: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.
Since June of 2025, I have been trying to get my daughter's orthodontic benefits corrected. She is a new patient and before she can start treatment, we have to have the insurance benefits verified by orthofi. When the benefits came back initially they were incorrect. The orthodontist office and myself have contact Orthofi on a weekly basis-now to a daily basis & every time the benefits come back incorrect. I've had Aetna, the insurance carrier do approximately over 15 phone calls with Orthofi advising them they have the benefits incorrect and what they should be. Ive also emailed orthofi but they will not accept the information from my portal. Every time someone new at Orthofi verifies the benefits, they come back with something completely different, and it is wrong. This has caused hardship as my daughter's orthodontic treatment is delayed until who knows when until we can get this resolved. Orthofi does not respond timely and their system constantly drops calls. They do not call you back as they say they will. Their phones are frequently experiencing difficulty and unavailable and you cannot talk to anyone directly who verifies the benefits. It should be not be this difficult. Per my document, my daughter's benefits are:$1K Orthodontic benefit per person per calendar year (annually)This benefit is separate and is not reduced by the Basic, ***************************** which is a separate per person limit and use towards other items, not ortho. ***** has advised this more than 10 times to Orthofi on the phone.Business Response
Date: 07/31/2025
Contacted account holder on 7/22/25.Customer Answer
Date: 08/04/2025
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.
Sincerely,
***** *****Initial Complaint
Date:04/21/2025
Type:Customer Service IssuesStatus: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.
***** **** 11/3/16 is a current ortho patient thru your smile orthodontics who unfortunately uses Orthifi to bill insurance. This company was still taking money from me Jan-Feb 2024 instead of billing dual insurance coverage thru DR ***** and ************. They finally started billing them months later and now they still have not submitted claims to ************ from June 2024-December 2024, they keep giving me excuses on why they are dragging their feet with billing Delta for this coverage period. They keep stating they will escalate the case and call me back and I never hear back!! I am sick of calling this company just to get the insurance billed! The primary insurance (DR *****) was billed for this time frame and paid in January 2025. So why Is it April and the secondary still has not been billed!Business Response
Date: 04/23/2025
Account holder contacted on 4/22/25.Customer Answer
Date: 04/24/2025
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.
Sincerely,
********* ****Initial Complaint
Date:03/28/2025
Type:Billing IssuesStatus: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.
OrthoFi is billing me for an amount more than one year after the date of service and when the balance between myself and the Orthodontist is zero. OrthoFi is refusing to provide me with details as to the underlying basis of the claim, and when asked, I have been transferred around until, ultimately, the phone disconnects while ringing after a message about "technical problems." I finally was able to get a supervisor to call me back, and her explanation for the bill was "adjustment from underpaying insurance."My dental insurance company noted that there were not any adjustments to the coverage of my benefits, and that they were not sure of why there was a bill owed.Business Response
Date: 04/02/2025
Last contact on 3/28/25.Initial Complaint
Date:03/05/2025
Type:Service or Repair IssuesStatus: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 had a down payment on January 23 for $1500, for braces. The payment was not processed until February 22. At that time, I spent $2000 for my braces as the remaining balance on the card was $2600.00 Well once I realized the balance was in the negative. I called them and told them I would pay the balance out of pocket because I am switching employers and asked them not to reverse the transactions and the benefits will expire. They still reversed the transaction. So now I will have to come up with $1500 for my braces and I will lose my FSA benefits.Business Response
Date: 03/11/2025
Called FRP on 3/6/25, 3/7/25 and 3/11/25. Voicemail inbox was full.Initial Complaint
Date:01/27/2025
Type:Service or Repair IssuesStatus: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 got this item referred to me by the surgeon I was told since it was close to the end of the year that they wanted to send it out before insurance at December 30th I have been using it faithfully I was hoping that it would help there is a ticking sound. It will not go away.After the surgery I was glad that the pain in my neck and I have extra better but with a ticking sound it can drive you crazy I asked the company what to do about it and they said theres nothing to do they could send me another one, but they couldnt promise me that it wouldnt also have the problem So does it help or not is my question I dont know what to do I want to get better. I want to follow the doctors orders but Im not sure that this equipment is really working to the benefits after surgery.Business Response
Date: 01/28/2025
Thank you for your inquiry. We would like to confirm that this is a request for Orthofi? Orthofi handles billing for Orthodontic treatment. If you could provide the phone number or email on your account we can reach out to assist.Initial Complaint
Date:12/19/2024
Type:Product IssuesStatus: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.
Refusal to refund $2,500 for services that were not fulfilled. Money received immediately for payment by me, but it can take 2 months for a refund by them... totally unacceptable. I have called their customer service multiple times. Refused to be connected to supervisor by their customer service.Business Response
Date: 12/19/2024
Contacted FRP by phone and left a voicemail on 12/19/24.Initial Complaint
Date:12/13/2024
Type:Product IssuesStatus: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.
In January of 2024, I paid for my son to receive orthodontia services from an orthodontist in ********, **. I paid the full amount up front, totalling $5,175.00. I later learned my health/dental insurance through my employer would provide coverage (unlike most dental insurance companies, thus the reason I paid in full). I reached out to the orthodontist office to inquire about reimbursement. They use a third party named OrthoFi to reimburse customers. OrthFi never replies to email. Phone calls are blown off entirely. Supervisors are never available. The accounts payables **** doesn't take customer calls. They have been sitting on MY money for months and refuse to give it to me. Today they stated they currently have $299.49 of my money but I have to make a special request for it to be issued. I did so, and the work order they have to create takes 5-7 day, and IF approved, the check will be mailed in ***** days. They have had this money since September. My son sees his orthodontist every month. Therefore my insurance files a claim. This is the worst company I have ever dealt with and they are taking peoples money. I have never filed a BBB complaint before but these people needs to be exposed for their immoral business practices and dismissal of people.Business Response
Date: 12/18/2024
Contacted account holder by phone and left voice mail 12/17/24.Customer Answer
Date: 12/18/2024
Complaint: 22683525
I am rejecting this response because:Customers shouldn't have to file a complaint against this company to receive a response. I have also in my previous emails, requested they contact BY EMAIL since I cannot accept personal calls at work. This has been going on since January of 2024 when my son initially began his treatment. I want to know what OrthoFi is going to do to better manage communications with customers, be more understanding and accommodating, and have everyone be on the same course of action. I've been told I won't receive my refunds until the end of my son's treatment, that I will get them quarterly, and that they won't mail me anything until they have confirmation of payment from my Orthodontist. I've also been told that I can expect payments in 5-7 days, ***** days, and then in the message from yesterday, 21 days. I have paid my part, why do they get to hold my money? Doctors, dentists, anyone in the health profession would NEVER accept me paying them whenever I felt like it. Why do customers have to tolerate that?
Sincerely,
******* ********Business Response
Date: 01/10/2025
Sent account holder an update via email on 1/10/25.Initial Complaint
Date:10/11/2024
Type:Service or Repair IssuesStatus: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.
This company has a check from my insurance company, since July 2024, that they have not distributed. I was told that they billed it wrong and have to re-bill it. In the meantime they keep trying to charge my credit card and are now assessing a late fees. I paid in full my portion. I am actually due money back. I have called close to a dozen times to have this resolved and they keep kicking it down the road.Business Response
Date: 10/11/2024
Contacted account holder via phone on 10/11/24.Initial Complaint
Date:10/08/2024
Type:Sales and Advertising IssuesStatus: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.
Over the Course of Time, I was going to ****************** and I was going for braces for top and bottom and I was paying each month between ******* monthly first Ach Payments then Money Orders . After i realized that my ACH Payments were being overcharged and my card was debited over the limit ****** I then canceled my payments then I went and checked again they kept charging then next .I called the lady she stated there was nothing she could do So i contacted ***************** for Help and asked the billing **** she called ORthiFi Via phone email then She later sent me what hey said that all the money orders were cashed and stolen and that i needed to figure out the remaineder of the payments to which i owe .The ladies name is ******* (i sent and attahcment and email with all evidence )Business Response
Date: 10/10/2024
Attempted contact by phone with account holder on 10/10/24.Initial Complaint
Date:03/20/2024
Type:Product IssuesStatus: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.
Ortho offices and patients beware better dental billing exists, ORTHO FI could cost you customers. March 18, 2024 I spent an hour and half of my time trying to pay for full ortho treatment up front. But the practice had not been contacted by Ortho FI and told ORTHO FI HAD SYSTEMS DOWN and they were having IT issues(odd for a professional group headed by IT people to have no communication or ownership of their issues). Instead, Ortho FI TRAINED PERSON tried to TELL DENTAL OFFICE IT WAS MY FAULT. First the TRAINED ORTHO FI PERSON said my credit union bank account of over 20 years was missing routing numbers (or course this was not true), then could not process a USAA **** card nor discover card. Yes 3 forms of payment all denied by ORTHO FI MESSED UP SYSTEM AND THEY DID NOT ADMIT THEIR SYSTEMS WERE HAVING ISSUES. BOTH ORTHO FI and the dental office were told I could write a check for whatever amount I wanted by my bank and the issues was on ORTHO FI. YET ORTHO FI still never got it resolved I almost walked out of the practice, but they said they would follow up with billing later. FELT SORRY FOR THE DENTAL PRACTICE THEY WERE CONFUSED WHAT WAS GOING ON. I NEVER HAD A PRACITCE NOT CAPABLE OF PROCESSING CASH PAYMENTS FOR SERVICES. I called that night when ORTHO FI was still open to try to pay in full as I am on Eastern time and ORTHO FI still had no explanation nor would the management get on the phone. Again total lack of ownership still have not heard from owner of ORTHO FI and I reached out to him directly instead. He looked me up to see I assume if he would have deal with me. NOT ACCOUNTABLE AND NOT SOMEONE I WOULD TRUST WITH MY BUSINESS SO BEWARE. I was very clear with the dental practice I would not trust ORTHO FI with any of my data and the practice had not informed of system error. Third party billing it is NOT ROCKET SCIENCE. LACK OF ACCCOUNTABLITY IS ABUSRD. I would never let them near any practice if I cared about keeping customers.Business Response
Date: 04/16/2024
Contacted account holder on phone on 3/22/24.
OrthoFi, Inc. is NOT a BBB Accredited Business.
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