Complaint Review: Smile Direct Club - Nashville TN

I have been offered a partial refund for a teeth alignment service that completely did not work as advertised. A partial refund is absolutely unacceptable and I will NOT accept a partial refunds. I spoke with account manager Paige today regarding this matter. See the details of my claim below. While I understand there is a refund policy in place, this policy is invalidated on terms of consumer fraud, deception, and poor service provided.

Paige states this is a product, however, this is more than just a product: it is a service. The service provided did not meet expectations and your policy states that I may get touchups to fix parts of my smile that were not entirely addressed in accuracy to the predicted smile 3D image. According to their policy, it also states that if the doctor determines clear aligners are not a fit for me, the entire process will be refunded and treatment no longer continued.

This aligner treatment through Smile Direct Club is NOT a fit for me, and I question the medical opinion of the doctor, Beth Rosenberg, on my qualification for treatment from the beginning. I have NEVER been able to contact Dr. Rosenberg at anytime in the process, despite their policy stating that the orthodontist will continue to monitor and be with me throughout the entire process.

When attempting to find this doctor online, I an unable to located her national provider identifier as well as find her in the board for dentistry, despite them stating that I can. This should have been easily accessible information from the beginning as proof of accreditation for this process, which would otherwise be considered illegal without a proper dental degree. There have been several class action law suites against Smile Direct Club and its borderline illegal practices in regards to the service provided that are deemed by board-certified dentists and board members as “unsafe practice.”

This service is and was not only unsafe for me, but also medically unethical. It is even furthermore unethical that they failed to make any attempt to offer me a higher refund that the amount quoted of $830, despite my frustration on grounds of consumer fraud. I have been with Smile Direct Club since March of 2021.

I have gone through 6 refinement treatments and 17 months of treatment despite being quoted 3-4 months total. Still, I am stuck with the same teeth I had at the end of initial treatment with absolutely no improvement and my teeth do not look remotely like the 3D image of my smile originally rendered. Paige states that there is “some improvement,” however, this does account for the additional 11 months spent on treatment where my smile has remained UNCHANGED.

They state that the refund policy is valid only for 30 days, however, this is consumer deception and fraud as what happens, in my case, if 18 months alter, the service rendered is still not what was promised? Throughout the whole process, it has been extremely difficult to get a response from the team, the priority service team, and customer service. If this had been taken care of sooner, such as back in early February 2022 when I initially expressed concern, I would NOT have paid an additional three months while waiting for them to finally get back to me.

Through this extreme delay in failure to address my concerns in a timely matter, Healthcare Finance Direct has continued to take money from debit account while I remain in traumatic pain and unfair payment for services that weren't provided.