Sara H.
Sacramento, CAMember since July 2019

Reviews (1)


    • Aug 20, 2019
    • Verified Reviewer

    SmileDirectClub

    Updated review

    Update

    Overall Experience:

    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

    13 people found it helpful

    Link to this Review
    • Aug 20, 2019

      Company Response from Smile Direct Club

      Hi Sarah, thanks for taking the time to update your review and share feedback about your experience. All customers who choose a payment plan will finance their total amount through Healthcare Finance Direct. If issues arise, we're always happy to help facilitate communication between HFD and the customer to address any issues, but we won't be able to do this unless we're notified. We strive to be as transparent as possible and send communications often. If I can help with anything, please don't hesitate to send me a private message. We're really disappointed to see this and we're always happy to help. Best, Madison.

    • Previous review
    • Jul 31, 2019

    I fell for their sales pitch. Stay away.

    I made an appointment to check Smile Direct Club out. I went in not expecting to sign up. They are very smooth salespeople. I was not impressed their offices are executive suites. There wasn't a doctor in sight. The experience felt completely off. The aligners were shipped within 3 weeks of my first and only appt. They bombarded me with texts and emails at which point I decided to go back and read my contract. The date stood out to me. It said I signed it 6 days before I ever set foot in their office. I thought it strange and couldn't get past it. For some reason that sent a red flag to me, because they changed the date to the previous month. Perhaps they needed to reach a certain number to get commissions.

    Healthcare Finance Direct, LLC collected 2 payments in the same amount within a span of 2 days from my credit card account. I asked my credit card company to look into it as it appeared to be a duplicate charge. HFD collected another payment a month later. Two weeks after that, the credit card company contacted me in writing to let me know they found the investigation to be in my favor but said if HFD is able to provide proof I owe that duplicate payment they would reverse their decision. A week later, I got a letter from Healthcare Finance Direct, LLC demanding full payment within 10 days or they'd send me to collections. They accused me of disputing a payment they were fraudulently trying to collect. I took it as a threat. Called my attorney. He told me to write a formal complaint to the Federal Trade Commission. I did. I also wrote to Health Finance Direct, LLC. If they send me to collections I guess I will have to keep my word and take legal action against them.

    BTW, I've been so busy with work I haven't opened the box SmileDirectClub sent me. I'm not interested anymore. You've been warned. Don't do it.

    • Aug 1, 2019

      Company Response from Smile Direct Club

      Hi Sara, thanks for taking the time to leave us a review. Healthcare Finance Direct is a third party that finances all payment plans, but we're always happy to help if any issues arise with them. This is very concerning to see and I will be sending you a private message for more information. Best, Madison.

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