ComplaintsforSmileDirectClub
Cosmetic Dentistry
Additional Complaint Information
Customer Complaint:
The business indicated they would like to speak with consumers before complaints are filed with BBB. Consumers are asked to contact a SmileDirectClub manager at 800-850-8103 Monday - Friday 9am-6pm or via email at [email protected]. It is not a requirement to contact a business prior to filing a complaint with BBB. BBB and SmileDirectClub leadership are working together to address and overcome any areas of concern. BBB of Middle Tennessee processes complaints for all SmileDirectClub locations. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and the firm's responses to them are often more important than the number of complaints. Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/13/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
August 31 2020. Date of **************** Around November 2023. I purchased aligners (braces) SmileDirect Club. As you know braces can take a few years for you to finish the process and see results. This is why its taking me so long to contact you about this. Plus Ive been trying to contact SmileDirectClub directly to avoid this, but theyve been unresponsive. Heres the full story: I had two treatments done. I contacted them and let them knowmy results werent satisfactory after the first treatment so they got me started with the second treatment. The first and second treatments were to straighten my teeth. After the second treatment I contacted them again to let them know I was ready to start the third treatment, which would have fixed my overbite. They proceeded to tell me that they wouldnt be fixing it. When I originally went in for my SmileDirectClub appointment, I was told that my teeth would be both straightened and that my overbite would be fixed. They havent even fully completed the straightening part. My front tooth is still not fully straight and my overbite has not been touched by their treatment at all. Im contacting the Better Business Bureau for help as Ive contacted smile direct countless times to start a new treatment to fully fix what they said theyd fix, and they refused. Then they shut down, so I cant even get my retainers to maintain the little progress theyve made on my teeth. I need retainers. Ive contacted them multiple times since they shut down but Ive gotten no real response. Id like to purchase new aligners elsewhere, and ask for a refund from Smiledirectclub so that I can pay for those new aligners. I would ideally like to request a FULL refund (Of ********) considering they did not do what they told me theyd do. But at the very least I want a refund of $1,594CAD. This is the cost for me to get new aligners elsewhere as well as retainers. Im not the only one who SmileDirectClub has done this to.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Smile direct club treatment have caused me to develop posterior open bites. They where trying to fix it and I was in the middle of the treatment when they went bankrupt. Now my teeth is worst than before using them. The gums are receding worst and I cannot bite down on the back teeth. Causing me to develop digestion issues. Now I'm going to have to spend more money to have an orthodontist fix the problem they created. Yet they still continue to keep asking for more money after they went bankrupt and left me with worst teeth and didn't fix it.Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I visited Smile Direct to acquire aligners for my teeth, with my initial consultation taking place on November 8, 2023, during which impressions of my teeth were taken. During this consultation, I was informed about a lifetime smile guarantee, contingent upon adherence to prescribed instructions, including wearing the retainers as directed and attending regular checkups with the Smile Direct Orthodontist. I was charged $250 initially and financed the remaining balance of $2,000.Furthermore, I was informed that my aligners would be shipped to me. Two weeks later, Smile Direct contacted me, informing me that I needed to retake the impressions of my teeth as they had lost the originals. Around November 20, 2023, I returned to the office to have the impressions retaken. I received my aligners and after wearing them for four weeks I contacted the Smile Direct dentist, only to discover that the office was closed and that Smile Direct had ceased operations.I later discovered that on September 29 2023 SmileDirectClub had filed for Chapter 11 bankruptcy, and on December 8 2023announced the liquidation and closure of all operations. On the same day Healthcare Finance Direct (HFD) charged the first installment Through HFD, Smile Direct is attempting to compel me to pay for services that I have not received and am unable to receive due to the cessation of their operations.For your convenience, I've included the *** I obtained from Smile Direct's website, which outlines their promise of a lifetime smile guarantee. Additionally, I've enclosed a photograph of the unopened mold that I was supposed to wear for check-**** indicating that I did not attend any of these appointments. The third item enclosed is the order form for the retainers, which were intended to help me maintain the lifetime guarantee.I am requesting a refund for the $250 I paid to Smile Direct and the $88 installment I paid to HFD. Furthermore, I am asking for any future payments to be stopped.Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I began SDC September 10, ********************************************************************* total, I have spent $2,147. The company was very hard to work with if there were any issues along the way. Without a lifetime guarantee, Im sure most would have not signed up. My charges could not be disputed with my credit card company because it is past the time allotted.Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I decided to seek treatment through smile direct. I paid in full for the treatment. I received my liners and when reaching the third liner, it was broken. I sent all the photos and information over. they stated they send another liner to replace the broken one. I never received it. They stated it would take some time. It took way too long as in months. I called smile direct and they stated that they can restart my treatment. They sent a new impression kit to provide new liners. I sent the impression kit in and never received anything in return. In January I received an email that they are cutting back on providers, Not sure what that entailed but no one has reached out since then and seem to be unresponsive.Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
My daughter, ************************, and myself signed up for teeth aligners with Smile Direct Club (SDC). I canceled my plan, but not my daughters. I am paying for her aligners. ******* has received one set of aligners that do not fit. I tried to contact SDC to discuss this and thats when I found out they were no longer making aligners and filed for bankruptcy. I contacted my bank and stopped payment. Today we received a past due bill. It says weve paid $422.50, owe $1,622.00 and are past due $169.00. I called the number on the bill and its a third party collecting, Healthcare Finance Direct. He (*******) was aware that SDC filed for bankruptcy but said I was still responsible per the contract and if I didnt pay it could go to collections. I told him that SDC is not fulfilled their obligation to complete what was started and I am not paying any more money; that this is not going to collections. Its not that I dont have the money, its that its wrong to pay. He said I needed to pay for what shes already received. (One aligner.) Again, they are the ones not fulfilling their obligations. I asked who I needed to talk to to get this resolved and he said them. I asked him to note on the account our conversation. I asked if I needed to contact a lawyer and that I was going to file a complaint with the ********************* He was ready to get off the phone with me after our heated conversation. He said theyd contact me when they knew more about a resolution. If you know of a class action lawsuit please let me know.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I was a Smile Direct Club member for 2 months before they liquidated and filed for bankruptcy. Out of the blue, patients were unable to access their online portal, app, and customer service. We were left without an orthodontic provider and without answers. I had to stop treatment due to the aligners not fitting and injuring my teeth and gums and no support from the company. In the contract I signed it stated, lifetime smile guarantee. I have since found a local dentist who is repairing the damage caused by Smile Direct. I have recently started receiving letters from Healthcare Finance Direct (HFD), threatening to send my Smile Direct account to collections. I paid over $300 during services and am being billed $1,830.22 (over the signed contract price). I am being charged for services not received due to their financial mismanagement. They broke the contract and did not finish services and now I no longer have the lifetime guarantee I was promised.Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I began my treatment with SmileDirectClub in January, 2023. In September, 2023, I received notification that they were filing for bankruptcy but service would not be affected. Between October and November 2023, I was in communication with them regarding the lack of progress of my teeth movement and the aligners not fitting because of this. The last communication I had from SmileDirectClub was on November 20, 2023 despite repeated attempts from me to connect with them after that date. On January 16th, 2024, I received an email informing me that they had made the "decision to wind down its global operations...all dental practice operations through the SmileDirectClub platform were no longer available." At that point, I had not had communication or treatment since November ******************************************************************* filing a charge dispute for services not provided for 3 months even though payments by me were still made. They attempted to connect with SDC for 2 months with no luck and on February 28, 2024, I was reimbursed by my credit card company for three months payment. Almost immediately, I was contacted by HealthCareFinanceDirect informing me that my account was past due and I would be sent to collections if I did not pay. Throughout the month of March, I contacted Healthcare Finance Direct 4 times to dispute this and each time was told the same thing: HFD is a third party that I have a "contract" with and need to continue paying them or my account will go to collections. They are fully aware of SDC closing and all treatments ending immediately but they are not taking that into consideration or offering any flexibility with SDC customers. So, I am expected to continue making monthly payments to HFD of $118.81 until 2025 when my balance would be paid, but my "life-time guarantee treatment" was only 1/2 way fulfilled, with no visible change in my teeth, hence the progression of the aligners not matching my teeth.Initial Complaint
04/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- BBB unable to locate business
I have never received services or liners from this company. I canceled the membership within the week and they harass me every month. Every time I call to fix the issue no one could help or say they will and never do anything about it. They owe 4 months worth of payment that they automatically took out of my account. This has been going on for about 1yr and half. I am beyond frustrated and I want the money they owe me.Initial Complaint
03/29/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
I began my treatment with SmileDirectClub around November 11, 2023. On January 16th, 2024, I received an email informing me that they were ceasing global operations as of December 8th, just a month into my treatment. Shortly after starting, the aligners no longer fit, and I was scheduled for my first consultation with a virtual dentist from SmileDirectClub to discuss my concerns. However, the company declared bankruptcy before this could happen. Now, HealthCareFinanceDirect is contacting me for payment for the treatment. The aligners haven't fit for months, yet my bill continues to increase as though I'm receiving ongoing treatment. I sought advice from my dentist about continuing treatment but, being a separate entity, starting anew would mean paying both HealthCareFinanceDirect for SmileDirectClubs incomplete service and additional costs for new treatment. It feels unjust and dubious for a company to shut down a month after initiating treatment, promise a lifetime guarantee, fail to fulfill their commitment, yet still expect payment for the service. This situation is exceedingly frustrating, especially as I now face threats of being sent to collections while being expected to cover the cost of ineffective treatment, with the original company unavailable to offer solutions.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1,815 total complaints in the last 3 years.
608 complaints closed in the last 12 months.