Complaints

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

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Fayetteville Smiles Dentistry and Orthodontics has 2 locations, listed below.

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  Fayetteville Smiles Dentistry and Orthodontics

  117 Pavilion Pkwy Fayetteville, GA 30214

• 

  Fayetteville Smiles Dentistry and Orthodontics

  117 Pavilion Pkwy # 15B Fayetteville, GA 30214-7732

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:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an appointment for 4pm on 9/19/24. I was informed that all I had to do was come in for my cleaning. I come in and they tried to say I didn't have an appointment. Then it was did I confirm, which I did. Then it was we called you which no missed calls from them, that my person left after lunch. Then it was well since you haven't been in in over a year we need to do an xray. Mind you I told them I needed to come in for a cleaning. All I needed was a cleaning. I told them I would have to take the day off to come in. They aren't open on weekends. They refused to see me saying I should have came in 3pm. They literally had me waste a day a work for nothing. The whole ordeal was nonchalant and disregarding. They said well you can come in another day. So waste another day off. There should be something patients can do to get for having missed work. Our time is important too. Which -5 could be a review score. I felt totally disregarded and nothing but a seat filler when it's good for them. There mistakes should be made up to suit the client, like weekends. Now I have to book another appointment far out and I take my teeth important. I GUESS DENTIST DON'T TAKE TEETH IMPORTANT AS WE ARE TOLD TO. If you value your time and teeth, stay away from here.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 3/5/24 I went to a consultation for braces. Originally I agreed to Invisalign but decided to get standard braces. I spoke with **** (manager) who stated since I'm getting standard braces my payment would change from $****** to $156.69. On April 19, ****** was deducted I spoke with **** in person and she told me she would make the corrections to reflect the correct deduction. On May 19, a 2nd deduction of ****** was withdrawn. I've made numerous attempts to speak with **** she refuses to return my messages. I would like a follow-up on this matter immediately. Followed by extensive training on how to provide adequate customer service. Regards,Sytavia ******

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 October 10, 2023. I went to Fayetteville Smiles fo a routine cleaning. I have been a patient here for several years. I informed the staff that I needed to have a letter signed by the dentist for my orthopedic surgeon, due to me having a stress fracture in my left hip and, the possibility of needing hip replacement surgery. While I was with the hygienist **************** came to me and said that before signing the letter she wanted to do an exam to ensure that there were no issues. After the exam she said that she did not see any issues BUT! there is a tooth that is part of my treatment plan that must be extracted before she would sign the letter. Mind you this tooth had a root canal over 40 years ago and, a broken crown that is more than 20 years old. The tooth has never given me any trouble. The doctor then informed that the surgeon is in the office on Mondays and would be able to extract the tooth then. I said OK. The office manager then came in and told me that the cost would be @ 900. plus and they would need a deposit of $472.59, that day. I paid the deposit. On the day of the procedure 10/16/2023, I attempted to contact the office. I could not reach anyone. Because I have been with this office for so many years and I know that they have no phone customer service, at all. I already knew that it is almost impossible to reach them. I only attempted to contact them once. Once I missed the appointment someone from the office called me. I answered on the first ring and I told that person that I had attempted to contact them and was unable to reach them. I was asked if I wanted to reschedule. I said that I would let them know. After further thought and after my hip situation greatly improved which the doctor told me to expect, I decided to request a refund. I am being told that there is a ****** charge for a missed appointment. This was not told or shown to me.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company incorrectly submitted a claim(s)to the insurance company (Guardian) for services not provided (DOS 5/3/23). The insurance company paid the claim and stated the company needed to refund payment, and reverse charges. This has been an ongoing issue unresolved issue since I spoke with the Fayetteville billing department on 6/30/23.Statement: 6/20/03 Date of service: 5/3/23 Did not have any x-rays done on this day.Remove and credit D0274 Four Bitewing X rays ****** (1) = ****** D0230 Additional Xray ***** (4) = ****** D0220 Single Xray ***** (1) = ***** Total : 356

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 tried to get a partial for my upper teeth and they made the partial and I tried it for 2 months. The partial kept causing my gums to be swollen and painful. I informed the dentist this was not working and made it clear of my dissatisfaction. The office manager came in and said if I was not happy I could leave the partial with them and I could get a refund. I was told I would see the refund to the original card used by September 1st. I waited and there was still no refund and when I try contacting the office they keep giving me different stories. I have come to realize that since it is October they have no intention of refunding the money. I believe this facility takes advantage of elderly patients.

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 7/11/23 I had dental work ***e at Fayetteville Smiles Denistry. I paid out of pocket for the cost of the procedure. They went on and opened financing on me anyway suggesting the cost could be more than the 500 hundred I had paid. I asked the account to be closed immediately. They said just call Synchrony and gave me a number. I spoke to someone their to close the account. A feww weeks later i got a check for ****** dollars which I immediately returned by certified mail because I did not need it. I asked again to please close my account ending in ****. I returned to Fayetteville Smiles and the office billing person stated my account would be closed. I am still getting billing notices from ************* stating I owe now ****** dollars. That is including interest, I went back to Fayetteville Smiles on 7/29. They said it was between me and Comenity. I finally got a billing person named **** who worked there to call the financing people who they now say is *************************** I am getting collection calls daily from a ************.They call me day and night. This account was closed on7/12/23. I received a letter from ************** This issues remains unresolved. I do not owe them and Fayetteville Smiles keeps giving me the run around. I *** not want my credit messed up as Fayetteville Smiles should be doing something on my behalf, and they should be investigated as to their billing practices, and applying for loans on behalf of patients. Please help

• Initial Complaint

  Date:06/25/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of Service: 03/07/2023 for Crown Replacement Evaluation. Prior to appt, called dental office & obtained quote of $**45 (tooth #**) before insurance. Upon check-in, the fee had increased to $2495. I requested to discuss this matter with the dentist but it was denied by all parties involved. The manner in which it was handled was unprofessional & degrading by all means! Before dental services could be rendered, the rep collected $1013 from my Smiles account. A receipt showing itemized codes, charges & applied payments was never issued. I had to return 2 different times due to the temp crown falling out on the same day it was recemented! The dental tech was made aware of the discomfort I was experiencing & adjustment needed. I left there in total disbelief because the issue wasnt addressed or examined by the dentist, nor were ************** concerns. Sure enough, the temp crown fell out before the end of day. Afterwards, I made numerous phone calls & left messages, but to no avail. This company is awful when it comes to communication & responding to calls. The office manager is never available or always with another patient! This was definitely the final straw. Mailed a certified letter on 03/23/2023 expressing my dissatisfaction & desire to discontinue patient relations. A request to cease work on the permanent crown & issue refund for all incomplete work was also noted. Since no one signed & dated the certified return receipt, I called & left an urgent message. Surprisingly, the office manager called, hoping Id reconsider. Since it was a failed attempt, she agreed to gather my x-rays, medical records, itemized statement, correct treatment history & issue refund. She did follow up to inform me that everything was being processed. A partial refund of $169.82 was issued on 04/17/2023 but no explanation as to how it was calculated. I was never notified of the delivery of the permanent crown. Sent message via portal on 05/01/2023. Also called for an update on 06/15/2023 for the following: Where is my permanent crown? Can it be returned for a full or partial credit? How much is my remaining refund and when will it be issued? Where is my itemized statement for DOS 03/07/2023? Front desk rep stated she would pass a message on to the office manager or have someone in the back office contact me. Still no response! *I am currently making monthly payments on Smiles acct for services not completed, along with added finance charges.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been going to this dentist office for almost two years. Last year, I start receiving calls from a collection agency stating I have a unpaid balance with this office which I do not. I pay all my dental bills the day of service. I was then told by two representatives the office switched their billing system and some clients were moved to collections mistakenly. I am now one of those clients that are in collections for a bill I do not owe. I have been calling this office weekly trying to get in touch with the office manager, *********************** for three months. I have left voicemails in the billing department and not one of my calls have been returned. This is a real shame because I really enjoy the service **************** and ******************** provides. I have worked extremely hard on my credit and a system issue will be the cause of derogatory marks on my credit. The billing department is awful with follow up. I even asked the collection agency to reach out to the billing department on three-way a couple times and they couldn't even get a response, nor were their internal messages answered. I am in disbelief of how I have been treated and handled, when I have spend tens of thousands of dollars with this company.

• Initial Complaint

  Date:08/26/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  3/17/22 I went for an ortho consultation I was given 2 options long or short term treatment. I sat down with ***************** to go over both options. Both required a $500 down payment, the short term would be 18 months with a monthly payment of $105.25 & a balance of $1684.00 & the long term would be 30 months with a monthly payment of $28.45 & a balance of $ ******. The long term would require additional dental work. After going through the ************** budget, I went with the long term because I wanted a particular look & the monthly amount would fit in my budget since I was pregnant and due in July. I asked *********** several times if she was sure that my monthly payment would be $28.45 & she ensured that it would. She also stated the reason it would be that amount is because the longer the treatment the more my insurance would pay. I believed her, I picked the long term treatment, she told me to sign the contract electronically on the pin pad. 4/17/22 my 1st payment came out my account & it was a total of $105.25. 4/28/22 was my next appt I informed *********** that the wrong amount came out of my account. She acted as she did not remember doing my contract even though she said she would fix it. 5/17/22 another payment of $105.25 came out. 5/26/22 was my 2nd appt, I told **** that the wrong amount came out again. She lied & said I signed that contract for the $105.25 but I informed her that I picked the 30 months and showed her my paperwork. I asked to speak to upper management, she took me in a room and asked me what I wanted to be done. I told her I want to pay what I agreed to which is $28.45 she again said she would fix it to that amount. ****************** they attempted to take the $105.25 out. I called & spoke to ********** told me that she wasnt going to change it because I stopped the payments. It shouldve been fixed in May, she admitted that she messed up my contract but still won't fix it to. Im ahead on my payments with those 2 payments of $105.25 taken out.

• Initial Complaint

  Date:08/12/2022

  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.

  Dental cleaning performed & I was charged additional $167.00 over what insurance covered starting about a month after the service was performed. I called office several times to dispute. At first I was told a possible billing error. After several calls, I was told I was responsible & I refused to pay. I was referred to a collections agency & this is being reported to Credit Bureau's. I paid the collections agency about a month ago, and still receiving correspondence stating that I still have a balance due. I called the office & left message with billing which was not returned. As of my last call, I didn't even get to speak to someone. Their answering system just says that my call has been logged as soon as you press the option for billing.Service is being described as "extra deep cleaning" that isn't covered by insurance. While I was sitting in the waiting area, they pulled that c*** on two other patients. In my opinion this is a scam practice to get extra money above & beyond what insurance pays from every procedure they perform.All I want is for them to cease & desist on sending me invoices telling me I still owe them, and remove the entry being reported to the Credit Bureau's. AND an entry to be made in your records warning patients that this practice is engaging in this behavior.Thank You

  Business Response

  Date: 08/20/2022

  Hi ***,

  Let me look into your issue of billing and find out whats going on with your account. I will also follow up and find out why this has been referred to collections and have it recalled so it is not showing as a negative matter against your credit. It will take me a few days to get this issue taken care of. I will call you once I resolve.

  *****************