SmileDirectClub

Here is the thing, I'm not going anywhere with SmileDirectClub. Since my statement above is brief I will publicly tell you my story. I am not getting into specific details as those are being saved for my protection.

On March 29, 2019, I made an appt with SmileDirectClub online. Their online system asked for a credit card number. That should have been my first clue. Because when I was interviewing orthodontists for my daughter I made a few appts with different offices and I was never asked for a credit card number. For the next several days I was bombarded with emails and texts from SmileDirectClub reminding me of the upcoming appt.

About a week later I showed up to the appt. It was inside an executive office suite. That should have been my second clue. The appointment was brief. They appeared to be more interested in getting my information into their system, on a tablet, than providing actual information. This was also different for me. The girl that took me into the second room was nice but she didn't really provide a lot of information. She showed me some pictures and there wasn't any medical talk. She was smooth, though, and I signed my name on a tablet. I didn't see a date. Frankly, she said if I changed my mind I could just cancel. That's why I signed. Thinking that I could simply take some time to think it through and cancel if I wanted.

The rains stopped and my business bloomed. Not only was I remodeling the shop I began to get real busy with a lot of work. This was awesome, however, a lot of my personal life was put on hold.

I began to get some texts from SmileDirectClub that it was time to register my aligners. I remember thinking, what aligners? I hadn't received them yet. That is when I went back to look at the emails they'd sent me. I saw the contract. There was one little insignificant detail that stood out. It was the date. It didn't make sense to me that it had March 29, 2019 as the date the contract went into effect. That was the date I made the appointment but not the date I signed the contract. For some reason, it sent a red flag. It's not something I'd do. This triggered my curiosity and I began to search for reviews.

SDC must really hire a good online reputation company to help them look good. Notice most of the good reviews are from people's first visit. Because one has to go deeper into the internet to find the reviews from actual experiences wearing the aligners. I was appalled at someone's teeth coming loose and having to go to a real dentist to have their smile saved. There was one commonality that appeared to repeat itself one review after the next. SDC messes up a lot of people's bites. This will eventually cause teeth to fall and many have to spend thousands to fix the damage SDC had caused.

Naturally, I no longer wanted to wear those aligners. I decided I'd go a different route. In the meantime, I was swamped at work. I was remodeling my shop and I had graduations coming up, etc.

The aligners arrived. Though, I wasn't aware because a family member placed the box inside a closet without my knowledge.

Then I got an email from what I thought was SmileDirectClub. They were deducting a payment out of my credit card. At this time I had no idea I could return the aligners. I, literally, was living life thinking that I was stuck with those aligners and didn't know what to do about it.

I was confused. There was a lot of miscommunication between SDC and me. I thought my payments were being deducted by SDC, not another company. On my credit card statement, it shows as HFD SmileDirectClub. They charged one payment. A couple of weeks later I went into the account and saw they'd charged a duplicate payment 2 days after the 1st payment. I immediately contacted the cc company and asked them to look into it. Weeks go by, they took another payment out of my cc account. Then the credit card company contacted me with the results of the investigation. They found it in my favor. They wrote, however, that if Healthcare Finance Direct was able to provide proof that I owed that 2nd charge they would reverse the credit and it would then become a charge.

Several days later I received a letter from Healthcare Finance Direct. They claimed that by disputing a charge with the credit card company I had defaulted on their loan. They were calling the full loan amount due, which I can afford. However, they accused me of defaulting on a loan for disputing a charge they were, it appears, fraudulently trying to collect. AND, I wasn't going to have that. I took it as a threat. In a subsequent letter, I asked them to explain themselves. Meanwhile, I took that box that was never opened with the aligners in it along with the tote from the appt and mailed it back to SmileDirectClub.

Oh, I can smell rats from miles away. "If you play dirty with me, you will hear from me." Because now it's not about the money. Now, it's about the principle of the thing. They basically wrote back that it was an honest mistake. But if it was an honest mistake, why did they send me that threatening letter? Why not tell the credit card company that it was an honest mistake? It’s not my job to ask for a refund on a duplicate payment. It’s Healthcare Finance DIrect’s job to make sure they keep good records and not play with people’s money to their company’s benefit. I also asked for validation of the debt. They didn't provide that either. Instead, they sent to collections.

Folks, read the contract because it contradicts itself. On one hand, it says that purchasers have recourse against SDC via arbitration and in the same document in small print, SDC hides a provision obligating the customer to waive any and all rights the customer or any third party may have against Smile Direct Club.

I hope that you, the reader, learn from my experience. I now have to deal with a collection agency for monies that I have nothing to show for. I sent the product back and I have gotten nothing but subtle accusations from SmileDirectClub. Their representative on this forum told me that since my file was sent to collections there is nothing she can do for me.

Get smart. Avoid this company at all costs. I paid $7,700 for my daughter’s smile. FDA approved Orthodontists are prepared and happy to work out payments with their patients. Do it the right way. And, as a bonus, you may get a lifetime of friendships.

Bottom Line: No, I would not recommend this to a friend

I decided to go with SmileDirectClub to fix a bite issue in June 2019. I went to an in-store location where the first red flag happened. The sales rep (the in-store people are not licensed dentists, simply sales people) told me that I would be able to talk with a dentist through video chat once my "smile journey" got started, aka, once I paid. This was great news and she told me that I was advised to sign up ASAP because if I waited, my teeth might shift in the next few days and I would need to get scanned all over again. I went with her advice and paid right away.

There is a total of 15 retainers and quickly, my third retainer cracked. The trays are very cheap, flimsy plastic and a stress fracture developed at the exact spot that I was feeling the most pressure. I contacted SmileDirectClub immediately on July 3. I have ALL the email records and phone calls documented. A replacement was put in on July 6th and I was told it would take 10-14 days to arrive. On the 10th day, with no tracking number, email, or replacement, I called and asked for a tracking number. The reps told me I would be given one soon. I continued to call and email and SmileDirectClub kept leading me along, telling me that a replacement was on its way. Finally, I spoke to someone on July 20th who apologized and said that a replacement retainer had in fact, NEVER BEEN ORDERED.

I was very upset but he assured me that he was putting in another order and it would arrive soon. I was given no explanation as to what happened. So I am now going 3 weeks without a retainer and has any rep or dentist advised me that my teeth would be moving around and not fit in the new retainers? No. They were very concerned that my teeth would be moving after 1 day if I didn't PAY right away yet when I am left with no working retainer for weeks and weeks NO ONE CARES.

The story gets longer. Two weeks into the second replacement was supposedly ordered, I begin asking again for a tracking number. A rep reaches out and says "oh, it's actually 10-14 business days to arrive". I wait 10-14 BUSINESS days despite the fact that is not on any documentation. After 14 business days go by, I reach out and they tell that 10-14 business days is an approximate time frame and it could take longer. This obviously makes no sense as 10-14 days means 10 days is the minimum and 14 days is the maximum. They are appearing to be completely unorganized and are acting like a flailing and failing business. I reach out after 3 weeks of waiting on the second replacement (a total of 6 weeks) and tell them if I do not get a tracking number in two days I want a refund. The rep on the phone tells me that FOR SURE I will get a tracking number by Friday.

It is now Sunday, August 2019 and I have been waiting OVER 6 weeks for a replacement retainer. I was three weeks into my "smile journey" so my teeth have already been moved around and now are moving around again. SmileDirectClub does not care AT ALL that there is a very high chance that my teeth will not fit the replacement retainers AT ALL! A dentist has never contacted me to check on my teeth. I feel like I am being strung along and that they are not ever going to send me a replacement. At this point and I am contacting them to get a refund because they have broken way too many promises and been completely unprofessional for way too long.

Don't waste your money and time on SmileDirectClub. I took a gamble with them and truly lost.

Bottom Line: No, I would not recommend this to a friend

I finished my aligners on July 30th. The last 6 weeks the top aligners weren't really fitting tight. Wore those for a week and then put new ones in. Even with chewies, etc., they didn't fit like the previous ones. I messaged the company and didn't hear any response.

Now that I'm over, the top teeth don't look as good as the model. Probably because the top aligner stopped fitting. Keep in mind I did wear them 23 hours a day religiously.

I have written 3 emails to get a reassessment but there is no response.

My teeth are better than they were but I trusted them when I read about the smile guarantee.

Bottom Line: No, I would not recommend this to a friend

I signed up with SmileDirectClub and was told I was a perfect candidate. Looking back, if someone is willing to pay I don't think there is a candidate who isn't perfect. I had severe crowding on my lower teeth and one bad incisor on top. After the first 30 weeks were nearing an end I let them know my teeth weren't straight and my molars no longer touched. There was a significant gap I was told was "normal" during the process. They gave me a second set of trays for an additional 30 weeks. Near the end of this process, I let them know my incisor was still not straight and my molars were still did not touch, making chewing food extremely difficult. I was given trays for an additional 12 weeks and told the gap in the molars was still "normal". After the 12 weeks, nothing had changed. The email I received said SmileDirect had done all they could and I would have to go to an orthodontist in my area for "final adjustments". It also said their product was never designed to "fix" bite problems. The issue was their product CAUSED the bit problem. I went to a local orthodontist and the fix to my issues will cost $5,000 and take 18 months with regular braces.

Whatever you do, please remember my story. They did not straighten my teeth and have now left me in a position where it will cost more in total to straighten my teeth than it would have if I had gone to a local orthodontist in the first place.

Bottom Line: No, I would not recommend this to a friend

While waiting to receive my 3D custom plan, SmileDirectClub (SDC) sent me a "Retail Installment Credit Sale Contract" with my name and initials forged.

From there, I reviewed at my credit card account and saw that SDC went ahead and charged my credit card $250. I contacted my credit card company, who then contacted them with me on the line.

The SDC rep tried to make it look like that I signed the document when I met with another rep at an SDC location UNTIL I pointed out that the signature was dated a few days before I even met that rep.

Needless to say, I am not going with SDC.

I advise anyone is who with them to review ANY documents that they may send you.

Bottom Line: No, I would not recommend this to a friend

After almost two years of trying to get SmileDirectClub to fix a SMALL gap in my teeth, three "revisits" and $2000, I have not seen any improvement in the issues I wanted to address.

Save yourself the time/money/headache, stay far far away and get Invisalign or braces...

Bottom Line: No, I would not recommend this to a friend

I tried the aligners for about a year and they just never worked. I would always call or email and tell them they weren't working, they didn't fit right, and they'd just send more aligners and new impression kits. I would get a small change in my smile and then they'd stop working and I never reached even close to a straight smile. It may work for people with hardly crooked teeth and very small fixes but for someone like me with very crooked teeth they did not work. And unfortunately, they said they would when I took their "eligibility test". It's frustrating when you pay $1,600 for something that supposedly works and didn't work whatsoever. Definitely looking to go to an actual orthodontist and getting it done the right way, customer service has always been nice but that doesn't help give me the smile I want and now I'm out my money because all they do is try to push more aligners instead of give a refund.

Bottom Line: No, I would not recommend this to a friend

Still nothing on my gift card. But I did receive my new aligners. Honestly, just not a good experience overall. Save your money.

Bottom Line: No, I would not recommend this to a friend

First when I went for a visit they told me everything in the book to make me sign up, after I did, I had to wait 3 months for the aligners because they kept having delays, which was fine. When I finally received them, I followed every step to the T. I already had an overbite and my upper teeth were overlapping, which was my major concern. I was told it would be fixed. Four months into it, I called/emailed with concerns saying that I noticed my overbite has gotten worse and that I was not seeing any improvements in my upper teeth (mind you, my teeth weren't bad looking) AND HERE IS THE CHERRY ON TOP, I NOW HAVE A BIG GAP ON MY BOTTOM TEETH FROM THIS.

I then received multiple emails telling me I had to finish the aligners first before I can complain. At that time I had 1 month left, so I completed it. By then my dentist told me that I would have to get braces because they really messed my bite, overbite, and my crown. I now became upset, so I called them/emailed again with no sense of urgency from them, no help, nothing. After they get your money, they will completely block you. After a couple of months, they said oh, you were approved for re-eval so we can send you new aligners or you can cancel for a total of $360. Since I was confused about this (I now have to pay for a new crown and braces), I was hoping they at least canceled the whole thing. I spoke to this non-professional, liar, scam artist called Krista who assured me that she would adjust of 75% of the total and she would make my total balance $360 due to the issues, which I kind of agreed to since I already paid $250 deposit plus $80 each month after. I asked her would I be getting a refund for everything I paid (after the $360), she said yes.

Today, 8/30/2019, I got a call from their billing department asking me to pay $360 on top of what I already paid which made me so angry! I should have listened to the reviews before I signed up for this mess. Krista, after I tried so hard to get hold of her, told me there was a misunderstanding when we spoke, and that her email explained better. Then she claimed I signed some form which I DID NOT SIGN. When I said I won't be paying it, she told me "WELL, I WILL BE SURE I SEND IT TO COLLECTIONS, YOU SIGNED THE FORM."

Stay away from this scam company! Now I will get my attorney involved because they will need to pay for my crown and braces!

Bottom Line: No, I would not recommend this to a friend

After finishing my 6-month plan and expressing how I felt about my teeth because they were nowhere near what I was shown on the 3d image, I was re-evaluated and sent another set. I have now finished the second set and once again they look nothing like what I was shown. I reached out to customer service and spoke with an account manager to see about getting some type of money back that I wasted when I could have gone to Invisalign and got it done the right way. She stated that she would send my pictures to the dental team and they would evaluate the pictures and decide how much of a refund I get. The dental team looks at the pictures and basically tells me there is no money-back guarantee after 30 days of receiving the initial aligners (which is not what the account manager stated on the phone, she said if you weren't happy with your smile at the end of the process there was a money-back guarantee). Which how is someone supposed to know whether it's working for them in 30 days? On top of that, there is no communication here. So many people tell me a different thing, if that was the case, I don't understand why the account manage even said they could refund me and had me speak with the dental team in the first place. A huge waste of time and money. Just go get Invisalign so it can be done correctly the first time and under the supervision of your orthodontist.

Bottom Line: No, I would not recommend this to a friend

Don’t trust this company if you don’t want to spend your money outdoor. Make sure when you sign anything that they ask you to sign. Let them know if not working for your teeth can you get a refund for quality work? If not work for you, can you get the money back?

If you don’t do that you will have big trouble to get back the money that you paid for.

Please, trust me.

I've had this for my teeth for 5 months already. And my teeth too stay the same. I try to call for them to make a cancellation because it is not working for me. But they don’t care.

Bottom Line: No, I would not recommend this to a friend