Complaints

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

close

Find a Location

Smilebuilderz has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Smilebuilderz

  1685 Crown Ave Ste 200 Lancaster, PA 17601-6320

• 

  Smilebuilderz

  893 E Main St Ephrata, PA 17522-2545

• 

  Smilebuilderz

  2114 Spring Valley Rd Lancaster, PA 17601-2427

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:07/04/2025

  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.

  *Came into office as an emergency visit 7/3/25 my son had a tooth fully exposed through the gum needed to be extracted and was causing him pain *dentist toke unnecessary xrays *treated us poorly and refused to pull a tooth the very clearly needed to come out. told me there was no sign of infection *had to take him to er at 12pm where they extracted the tooth and put him on antibiotics

  Business Response

  Date: 07/18/2025

  Thank you for taking the time to share your concerns regarding your sons emergency visit on July 3, 2025. We are sincerely sorry to hear that your experience did not meet expectations and that your son was in pain during this time.
  We understand how distressing it can be to see your child in discomfort and want to assure you that his health and well-being are always our top priority. Diagnostic X-rays are a standard part of our emergency evaluation, as they provide critical insight into the condition of the tooth and surrounding structures. These images help our providers make safe and informed decisions regarding treatment.
  In your son's case, the clinical findings did not indicate signs of infection or conditions that would have made immediate extraction appropriate in the office setting. However, we recognize that your experience at the ** resulted in a different course of action, and we are glad to know he ultimately received care and relief.
  We regret that you felt our team did not communicate effectively or compassionately. This is not the standard we strive for, and your feedback has been shared with our team so we can continue to improve the experience for all patients and families.
  Thank you again for your feedback, and we wish your son a speedy recovery.

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Urgent Request for Reconsideration of Service Termination Dear [Recipient's Name or Title],My name is ******** ****** (DOB: **********), and I am writing to urgently request a review and reconsideration of the recent termination of services for myself and my childrenMichael ******** (DOB: **********), ***** ******** (DOB: **********), and ******* ****** (DOB: **********).We were not given prior notice or a clear reason for dismissal. I previously communicated our health and transportation challenges, and was assured this would not impact our access to services. However, the recent termination has left us without necessary care, creating a serious and immediate risk to our well-being.Crystal and ***** both require ongoing medical support, and this disruption puts their health in jeopardy. ******* and I also rely on continued care, and without it, we face significant *********** accordance with Pennsylvania healthcare regulations, including the ************** Code and Public Welfare Code, I respectfully request the following:Immediate reinstatement of services for my family A tailored plan that accounts for our transportation and health needs Timely access to your professionals for continued treatment Please treat this matter as urgent. You can reach me at ************ or *************************** Our addresses are ***********************************, and ********************************************Thank you for your immediate attention.Sincerely, ******** ******

  Customer Answer

  Date: 05/22/2025

  Please do a follow up on them.

  Business Response

  Date: 05/22/2025

  We appreciate the concern regarding ******** ****** and her family.
  Smilebuilderz treats all patients with respect and compassion. Our goal is to provide excellent dental care to the community and beyond.
  
  I believe ******** ****** is not pleased with our office because she feels that we have dismissed her family.  There is no dismissal documentation in the files of ********, ***** ********, ******* ********.  However, ******* ****** was flagged for dismissal or do not reappoint. 
  
  ******** and ***** are currently scheduled on 2/19/26 for their first appointments.  They have never been scheduled prior to this date.
  
  ******* had scheduled his initial appointment on 12/12/23 but was a no show.  Not only did he not show, but also did not call to cancel or reschedule.  Our policy on missing your first appointment is you cannot reschedule.  We relaxed our decision, and he is now scheduled for his first appointment for 2/19/26. 
  
  Francines complaint seems to revolve around, daughter, *******.  She had 3 appointments scheduled with our ************************ dating back to 6/6/23.  She rescheduled the first appointment for 6/6/23; no showed on 1/27/24, and no showed her third appointment on 2/19/24.  Our policy for Missed Appointments calls for dismissal if you have 2 occurrences in 12 months.  Based on our policy, ******* was dismissed on 2/27/24.
  
  Recently, we have made an exception for Crystal and rescheduled her with Oral Surgery for 6/17/25.  She has a referral dated 5/25/23 form Sparks Orhodontics to remove an orthodontic appliance that is embedded in her palate.
  
  Hopefully, the information above helps to clear up the miscommunication with this case while also justifying smilebuilderz position on scheduling of patients.
  Please let us know if there is additional information required for this concern.
  

  Customer Answer

  Date: 05/22/2025

  [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:04/15/2025

  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.

  Smilebuilderz told me I could get a dental implant which I agreed to. In order to make the appointment they required a deposit of $1,431.66 which I paid them. Later that day, they called me and cancelled the appointment due to complications with the implant procedure. However, they did not refund my money. I have called them 4 times since, trying to get a refund and they keep saying "You're on the list to get a refund on Friday" and "We only do refunds on Friday". Several Friday's have passed and I have not received a refund. The last time I called, I asked to speak to a manager. They said someone would call me, which they never did. They wouldn't give me the manager's name either.

  Business Response

  Date: 05/02/2025

  On 3/20/25 patient made the payment towards the specialty procedure. On 3/25/25 The recommended treatment from the general dentist was reviewed by the periodontist, patient needed more treatment than first anticipated, patient declined to go further with that process. With that information, the appointment with the specialist was cancelled and other options were provided to the patient for treatment. Later that day the patient called into the billing department to submit a request for the refund. On 3/20/25 patient was seen in the office and a claim was created for that date of service. The usual protocol is waiting for the claims to be paid by the insurance prior to the patient receiving the refund that was requested, but we made an exception for him because he was prepaying for future treatment and not towards balances. He was advised that he will be placed on the refund list, which was processed on Fridays, at a first come first serve basis. He called again on 04/14/2025 to check the status of the refund and he was still on the list to be refunded but there were other patients in front of him waiting for refunds as well. On 4/21/25 he wrote a letter to the office (see attached doc), we received the letter on 4/24/25. His letter states that he has contested the charges with his bank and he was going to file a complaint. We called him back that day and let him know that since he contested the charges, we can no longer refund him that the bank will complete that in their time. If we refund him now, the bank will also give him his money back and then he will receive double the amount he originally paid. So we are now obligated to follow the bank protocol and wait for them to process the refund. 

• Initial Complaint

  Date:11/24/2024

  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.

  Thursday, November 21, 2024 at 2PM my children (12 year old twin girls) had a dental appointment with Smilebuilderz on *********************************. Both of my daughters were seen at the same time, split in adjacent roomsI had to walk back and forth between rooms the entire visit. My complaint relates to one of my daughters and the hygienist who worked on my daughter. The hygienists name was **** (I failed to get her last name and license no.). **** the hygienist belittled and yelled at my daughter as soon as she sat her in the dental chair. She yelled at her for not holding the xray machine in her mouth correctly, she yelled and belittled me and my daughter claiming my daughter doesnt know how to brush and shoved a toothbrush in her mouth showing her how to properly brush, she gagged my daughter with the toothbrush and then told her it was her fault she was gagging, she claimed/yelled about how she had severe gingivitis and went on how she could suffer greatly in the brain (the actual dentist meanwhile had no real concerns with my daughters gums and teeth other than one molar that may have a small cavity starting, neither of my daughters have ever had cavities), she yelled at my daughter how she had impacted wisdom teeth and basically argued and yelled at her how she has to have them removed (remember, my daughter is 12!). **** the hygienist was rude and nasty from start to finish. She also told my daughter on other occasions that it was her fault that the saliva/water suction machine was getting on my daughters face. My daughter was so upset but held it in and I grew agitated too. When we got into the lobby my daughter burst into tears. She told me **** scared her. I immediately called Smilebuilderz to move my daughters appointments to a new location and was told a manager would call me. I have been trying to get ahold of this manager since Thursday, left two messages for him and still have yet to hear back. I plan to go to the *** about this matter.

• Initial Complaint

  Date:04/04/2024

  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.

  Since I have used the Ephrata smile builderzs they have canceled my appointments 5 times over 8 months. They ripped a cap of my tooth during a procedure. I am having upper and bottom partial plates done by them. A normal time window for that is typical a 3 month (3 visits) one per month. It has been 8 -9 months a 6 failed upper and bottom partial plates later and I still have nothing. Furthermore they have been billing my insurance for every repeat procedure and visit when I go and it is there mistakes. There is major lack of knowledge in what is going on at every appointment and they rush you out without even fitting them to you. An attempt to contact the office manager was pointless as I was told I'd get a prompt call back after leaving a voicemail and a week later still no return phone call. I can tell you with pretty good confidence that with there partial plate procedures that I'm not the only one by far. I feel as if I'm being swept under the rug and they just keep saying we're sorry we have to do it again! All while billing my insurance everytime.

• Initial Complaint

  Date:12/31/2023

  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.

  Smilebuilderz continues to cancel appointments, but also requires their patients to comply with cancellation policies, complete inconsistent work and has not completed services that have been paid for (due to the fact that they cancel appointments for services that have been paid for).We have had to cancel appts after waiting 45 minutes with no communication while waiting in the office. I had an implant done over a year ago that did not "take". The implant had to be removed, the implant surface had to heal, an implant be reset and now I am in the waiting phase for the next step. The check up appointments have been rescheduled twice and I have to take off of work for up to 5 more appointments because they are short staffed and appointments only available between 8:30am-3pm. If you do not respond immediately to text appt. confirmations your appt is cancelled with no notice. My husband was at work (with no signal - as he works at a ************* Plant) and his appt. was cancelled because he didn't respond in an amount of time that no one could define. Also, my husband has had two appointments cancelled and rescheduled for times that his dentist was not even working. He was not called about the appt until he was on his way to the office on the day of the appt. They were able to rescheduled the appt. for later in the day. My son was to have a rescheduled filling appt tomorrow morning and I was just called (less than 18 hours notice) that his appt. would need to be rescheduled due to short staffing. This was after a text confirmation and an email confirmation. When calling to reschedule appointments I have been on hold for over 45 minutes at a time, so finding time to reschedule is also quite challenging, as I am a school administrator with no time to do so during the day. The only redeaming qualities of this business are ************** and ********************, who do fantastic work but the offices are understaffed, appts are overbooked, and doctors are overworked.

• Initial Complaint

  Date:12/26/2023

  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 last visit that I most recently had at this location I had a very bad experience happen. I went to get a cleaning done, was told that I may not get it done based on how bad my gum test would be. Previously to this appt my own crown had fallen off my right back molar and so I asked if before I left they would be able to put it back on they said if we have time. So after doing the gum test they say Im good for a cleaning but would have to come back later that afternoon. So I did, when I came back they were in a rush did X-rays and cleaning. When they were done the dentist came in and asked if I could take the crown off I said yes, she cleaned it and instead of checking the tooth to make sure it was placed properly in my mouth she instead rushed out the glue on it and wen to put it in my mouth it fell out of her hand and she caught it and then put in my mouth told me to bite down on the gauze. When she took everything out and told me hows that? I said oh no! You put it in wrong! The tooth was put in my mouth wrong and my top molar was hitting the crown now. She wanted to argue with me and tel me I was wrong and then told me that she was very busy and didnt have time for this. The other people working there kept coming over to get her to goto the next patient. I said now what? She said I can leave it maybe it will fall out again? I said no way I can leave like this I cant even close my mouth all the way. So she said I will file down your too tooth I said I dont want my tooth filed down she promised me it wouldnt be she kept saying superficial. So as she is doing it I smell my tooth burning smell I made noise for her to stop she said what I saiid no! My tooth no your ruining my other tooth! She said no its superficial. So then she proceeds to take sharp pick to my crown to try to lift it off cracking my crown! The outcome was she flies down my molar to a small rounded shape that I didnt give permission to and now my crown is cracked very rude as well

• Initial Complaint

  Date:12/07/2023

  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.

  November 8th 2023, smile builders contacted me because they didnt have enough dentists to take care of my daughter, they said they wanted to change her appointment time, this is the 8th time they had to change my kids myself or my moms appointments because they didnt have enough providers, they swapped the date, I received no calls no messages to remind me of the date and time that they switched it to. The manager at spring valley road was very rude and acted like this issue was to far beneath him, he kept saying how I rescheduled to many appointments and that my daughter ********* missed 2 appointments so she was no longer allowed to go there I told him I have myself my mom my fianc and all 4 of my kids that go there and if there was anything I could do to get Gabby back in because I really didnt want to switch everyone to another dentist. He said nope so I asked if maybe there was someone that I could talk to that could actually help me and he said he is the most higher up and I said someone higher than the manager then? And he got very angry and said NO! There is NOONE higher up than me at all our branches the manager is the only one who can do anything, so I was going to ask him if there was a paper I could sign and before I could say anything he said your records show how you are and he said would any other place let you cancel appointments and I said yes the Lancaster childrens dental allowed me to cancel and reschedule all the time no problem, he got very angry with me and said I dont have time to sit here and talk to you. I never in my life had someone talk and treat me like trash more than this **** manager, I have a very large family and with all the Troubles family have its hard to keep every single appointment and I thought smile builders would understand that, they seem to be a dentists not for family and that shows. All I needed was help, and understanding and all I got was someone rude and very unhelpful

• Initial Complaint

  Date:06/28/2023

  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 called several times regarding my credit. I was promised a call, but I did get a call but missed the call. I called back and was given the run around for almost two weeks. I spot with **** (refund dept), and she blamed me for accusing her employee of something they didn't do, which I did not, but she was so upset that she assumed I was blaming someone. We didn't get anywhere besides her blaming me and cutting me off.

• Initial Complaint

  Date:02/14/2023

  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 went to Smilebuilderz for a consultation on 12/23/22. I was told I needed a post and crown for tooth number 30. ************************* was supposed to submit a benefit limit exception to my insurance company (***********) for pre approval for coverage. After multiple unreturned phone calls I finally found out that ******* had failed to submit the Benefit Limit Exception until a month later. The request was submitted without supporting medical documentation so it was denied by ***********. I now have an appeal hearing scheduled with *********** but I need a copy of the benefit limit exception that was submitted by Smilebuilderz. I have called ************************* of Smilebuilderz multiple times over the past week and a half and she refuses to return my calls. I attempted to get a copy from *********** but they told me that the provider (Smilebuilderz) has to be the one to provide me with a copy of the benefit limit exception paperwork. I need ************************* of smilebuilderz to return my calls and provide me with a copy of my benefit limit exception paperwork.