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:12/16/2024

  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.

  I am submitting a formal complaint against The Smile Company Dental Care for fraudulent billing practices and unethical conduct. The details of my dispute are outlined below.(Issue)-I visited The Smile Company Dental Care on October 16, 2024, and was billed $117 for a "Limited Oral Evaluation." However, no exam was performed due to my refusal to have additional X-rays taken, as I had provided recent X-rays from another dentist. I was declined service and told to sign a document saying so. I felt uncomfortable and left a review of the odd behavior. I believe the staff is retaliating by fraudulently billing services not rendered for financial gain. This obstructive approach has made it difficult to resolve the matter.(Rule)-Businesses are obligated to charge clients only for services rendered. Billing for services that were never provided is deceptive, unethical, and violates consumer protection laws.Sequence of Events:I provided recent X-rays (taken within 24 hours) during my visit.The office refused to accept these X-rays and denied me service within 10 minutes of my ********** dental exam took place.Despite this, I received a bill for $117 for a "Limited Oral Evaluation."I sent a certified dispute letter contesting the charge and filed a Dental Board complaint.The office manager insists the charge is valid and has threatened to send my account to collections.Conclusion I request that the BBB:Investigate this business for unethical billing practices.Assist in having this fraudulent charge removed from my account.Warn other potential clients about these deceptive practices through your business rating system.Attached are copies of:My certified dispute letter.Correspondence with The Smile Company Dental Care.Supporting documentation regarding the events.Thank you for your assistance in resolving this matter. Please let me know if additional information is needed.

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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 had an appointment today 10/15/24 at 11 ******** I arrived at 10:40 and was told I was not going to be serviced since my appointment was canceled. This was a follow up on a cleaning. They went back and checked and told me that they refused to see me, and this was because I got a second opinion on my cavities. They call it a trust issue, but I do not know why they took it so personally. This is not the first time. I had a different appointment that was canceled due to some kind of insurance issue, but both times they didn't communicate this so I ended up driving up to the location. There was even discrepancies last week when I showed up for my appointment on the 9th and they didn't have me on the scheduled, but I got a text from them specifically. *************************************** will not provide reimbursement to me until the business provide a letter showing my appointments and cancellations which the business is refusing to do so.

  Customer Answer

  Date: 11/26/2024

  This can be closed. The Smile Company did reimburse me $50 for my gas expenses. 

• Initial Complaint

  Date:05/08/2024

  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.

  In Jul. ******************************************************** adjusting the bite.It was so high that my teeth were making a scraping sound while eating. I had to wait 3 weeks to get an appointment available to correct this.Although this procure was supposed to be part of the crown installation I was charged for D0140 - limited Oral Evaluation - Problem Focused on the amount of $117.00 which the insurance company accepted and paid $48. Due to the above charge, the insurance did not cover the Oct. D0120- Periodic Oral Evaluation - Established patient in the amount of $32 that was also used during the cleanup of Apr 2023. stating that the benefits for this service are limited to 2 per 1 year. sent an email about it and could not get an answer. I printed this email and gave it to a desk person who informed me that it would be scanned into my file, still, there was no answer. On 5/7/24 I had an appointment and the desk person refused to admit me claiming I owed $32.00.

• Initial Complaint

  Date:12/18/2023

  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 August 21, 2023, I went to the Smile Company Dental Care for a scheduled appointment for a filling. I received two fillings, an upper and lower molar on the right side by a male dentist. Within a few hours, I noticed severe sensitivity, a sharp point in my tooth, and a hole. I called the office immediately and came in the next day. I was checked by a female dentist, *****************************. A photo of my tooth was taken and displayed on the screen showing the hole in my tooth. She added more resin because the first dentist failed to apply a suitable amount. My insurance was later billed for a "General Check-up" which I believe is an inaccurate charge. Due to this charge, my insurance was not able to cover the charge I was left with a bill. I do not believe I should be charged for the blatant and proven (photo attached) evidence of the first dentist's negligence. I called my dental insurance and submitted multiple appeals for the charge. I also submitted an appeal directly to the Smile Company. They failed to respond to the billing inquiry I submitted. I called the provided contact number **************. I have called over a dozen times at different hours. Although I do get a person to answer, after I give them my name, they "check" if someone is in the financial/billing department and always tell me that "no one is available at the moment". They ask for me to leave my name and number, but no one ever calls me back. At this point, I believe this company is intentionally ignoring me so they can send my bill to collections. This company fraudulently billing insurance companies and extorting patients out of money. I will be reporting them to the ******** Dental Board as well.

• Initial Complaint

  Date:11/16/2023

  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 09/18/23 I went in for a broken plastic crown. They told me that they could not do anything with that and i needed to get a permanent crown and that with my insurance it would cost me $724.75. I paid them, and they ground down the remaining part of that tooth and the end of the tooth next to it. Made the measurements for the permanent crown and placed a temporary crown on it till the permanent was ready. That temp crown did not stay on for even 24 hours, i went in and they re-glued it in place on 09/20/23. The permanent crown was added on 10/02/23 at which time they said that i was due for a tooth cleaning and it was part of my dental insurance at no cost. They also suggested i get a second crown on another tooth but i said i would have to think about it. Forward to 11/13/23 my permanent crown came off and i called their office 11/14/23 at 11:23 am. I received an email at 6:39 pm 11/14/23 ,Stating i had a balance of $442.25 and a link to a credit card processing page, no billing info or anything. I checked with my dental insurance and found that they had billed me for additional items that were not covered by my insurance totaling $275.25.Which i was going to pay when i arrived at my scheduled appointment time, but i was told my appointment was canceled and that i would have to send an email to their billing department. The office staff could not provide me with any billing information other than a billing inquiry form to be emailed to their billing department. In the mean time i have a ***** where my permanent crown should be and it is not meant to be left uncovered. The longer this goes the more likely it will have to be completely redone or totally removed. This is a high pressure money grabbing facility and they hide behind using a third party billing service.

  Customer Answer

  Date: 11/16/2023

  This was the response from the business today after i filed my complaint. The second was my response to the business.

• Initial Complaint

  Date:06/08/2023

  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 6/8/2023, I called to confirm there would be no fee for rescheduling a same-day appointment and was told no. I then called back later in the day because I received a text asking me to confirm the appointment, and again I was told there wouldn't be a fee. I received a phone call 25 minutes before the appointment saying there would be a $75 fee, and it wouldn't be waived because I signed the document, but they would discuss it with their staff. I then asked to speak with a manager and was told there was no manager, but I could talk with the treatment coordinator. She stated I would be liable, which I could not understand, seeing I called to get confirmation. The coordinator said the issue would be passed to the doctor, and someone would call me. I did not get a call, but I did receive an email stating dismissal due to irreconcilable differences and a referral to a community clinic, not even in my community, if I were considering a clinic. There was no reference to the fee or a refund for the prepaid appointment. I was pleased with the dental work, but the staff was very unprofessional. I want my money refunded and a copy of my dental records mailed.

• Initial Complaint

  Date:04/11/2023

  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.

  The dental office informed me on April 5th to fill out a release of records form to release my information to a new dental office, along with paying $45 for an administration fee. My new dental office states that that is illegal for them to require money to release my records. I chose not to release my records and start without records at a new office.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 prepaid this company for a service I had scheduled for September 1st 2022. My husband had a stroke causing me to forget about the dental appointment. This company called to ask about my appointment and I explained the medical emergency, the representative was very rude and stated i had to reschedule and pay a $75.00 no show fee to reschedule. I asked to speak to an office manager or to the doctor, which I was told would call me back but they never did. This company has my money and now will not schedule me for the service.