SmileDirectClub

Seeing that I was on my last pair of aligners after 6 months and feeling like I still had more progress to make I called SmileDirect and was provided an appointment.

When I went into the Highland Park, IL location Francheska was very accomodating. I felt relieved that SmileDirect was willing to send me another set of new aligners.

For the record, I love my smile thus far just need a little bit more fine-tuning. I've gotten soooooooo many compliments about my teeth since I started wearing the aligners. SmileDirect is awesomesauce!

Bottom Line: Yes, I would recommend this to a friend

Today I visited my regular dentist for clean-up and X-rays, I told them about that I wear clear aligners. Upon cleaning and investigation, my dentist found some issues. I have some light contacts. Teeth are hitting each other pretty heavy in the front which can be a long-term issue and should be definitely addressed with ortho prior to completing the treatment. After my dentist visit, I called SmileDirectClub contact for the referrals of ortho. I was placed on wait for 20 minutes, then the SDC rep was rude at me saying they just are responsible for products. They don't care about the referrals which I think they are non-existent. I spoke to a rep, I wish to terminate the treatment and he said I don't get a refund at all since I used the aligners.

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

I had to contact SmileDirectClub since I was on the last of my aligners and my teeth were nowhere they were supposed to be. They wanted me to go in for a 3D scan and the SmileDirectClub was over an hour and 45-minute ride from me. However, I found one closer and they said I could go there. I arrived and was treated exceptionally well. The staff was outstandingly friendly and outgoing and very helpful. They explained everything. It was a truly great experience. My technician Justine was absolutely wonderful. It was especially great knowing I could go somewhere closer to home!

Bottom Line: Yes, I would recommend this to a friend

Hi, I went to SmileDirect in Franklin, TN. I was met with the nicest and most professional young lady. Her name was Shenae. She was very informative and put me at ease. She was great taking the pictures of my teeth. And explained everything from what she was going to do and made sure I was always comfortable. She was so informative about the package I would receive and how to use everything. She eased any of my being overwhelmed by receiving everything at once. You need lots of people like this young lady to add a kind and helpful face to your company.

Thank you Shenae, you were great.

Thanks again for a great experience.

Bottom Line: Yes, I would recommend this to a friend

I've only gotten to experience the staff behind the liners rather than the product at this point, but the SmileDirectClub tech that performed my scan was definitely the reason I committed to the club! Angel (the tech) was SUCH a delight and made the scanning process super quick but still very efficient. She was so friendly and gave a whole new perspective about what a "dental visit" can be. I'm glad I went to the SmileDirect location that I did! Can't wait to try the liners and have the final results!

Bottom Line: Yes, I would recommend this to a friend

I started using the aligners in July. They moved my teeth so much that my two front teeth became loose and the dentist told me to go see an orthodontist ASAP. I am now in full braces. I have called multiple times and was told a manager would call me back about a refund plus was given a false telephone number to a manager directly. It’s September and I still have had no one call me back to correct this. I need someone to call me back ASAP. Definitely, would not recommend.

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

PLEASE READ before leaving a "5-star" review. Those planning on leaving a 5-star, it is probably for the first visit, right?

I scheduled an appointment with SmileDirectClub (SDC) through their website. During the booking, the website requires credit card information in case I was to not show.

I went to the appointment and had images of my teeth made. There, I was told I should receive a 3D custom plan for me to review in three days.

Six days later, while still waiting to receive my 3D custom plan, 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 SDC with me on the line.

The SDC rep on the line tried to make it look like that I signed the document when I met with another rep at a SDC location UNTIL I pointed out the signature's date, which was four days before my appointment with the rep at the SDC location.

Silence.

I was then put on hold. Afterwards, SDC rep on the phone returned on the line and said that the charge will be refunded.

After the phone call, I still was concerned that someone forged my name and initials on a financial agreement, and angry that the SDC's rep on the phone attempted to pass the blame onto me. So, I contacted BBB to file a complaint as to what happened.

Another SDC rep, let's call "Rudy" (i.e not this rep's actual name), responded to the BBB complaint with the following:

"Your signature on the Healthcare Finance Direct ("HFD") contract was not forged. On... [the day when the appointment was booked], you or someone on your behalf, placed order number... using SmileDirectClub's online application system. In so doing, you affirmatively consented to HFD terms by checking on the "I agree to SmileDirectClub's Informed Consent, Terms, and SmilePay Conditions." SDC's application software prohibits the user from proceeding and completing the application process without electronically consenting to the terms. The Informed Consent, the Terms, and the SmilePay Conditions were each available to you at the click of the hot link prior to clicking her agreement. Your failure to read the terms does not negate your signature nor your acceptance of the terms.

Your electronic authorization is governed by 15 U.S.C. 1701, et. Seq. ("E-Sign"). E-Sign authorizes transactions to be conducted by electronic means and allows signatures to be created, generated, sent, communicated, received, stored or otherwise processed or used by electronic means or in electronic form. As you likely know, under federal and state law, electronic signatures are granted legal effect.

While you signed up for your payment plan on... [the day of the appointment four days later], your agreement to the terms mention above was on... [the day when the appointment was booked].

I apologize for the discrepancy in the date, but your signature was not forged."

Me, responding on BBB online complaint form:

"The signature is a forged. I did not sign the contract, nor did I give permission for someone to do so on my behalf. (Neither online - the HFD agreement was not shown when I signed up for an appointment to DISCUSS the product, nor in person on [the day when the appointment was booked] - please note that [the day when the appointment was booked] was a Sunday and that the... [SDC location I went to] was closed on that day).

As noted by the business' response, I met with a SDC rep on... [the day of the appointment] to discuss their service. My credit card information was provided in the event I was a no-show for... [the day of the appointment] per SDC website - NOT for a HFD contract.

There was no product/service for me to sign a HFD contract by [the day when I made the appointment]. Even as of this morning [6 days later after the appointment], when I found out about the HFD contract and the charge to my credit card account, SDC had yet to send me a 3D custom plan for me to even agree to a HFD contract."

Afterwards, I uploaded the HFD contract onto the BBB's online complaint response form, showing that my name and initials were not just printed but written out in way that I do not sign my name.

I also uploaded a copy of the web page where SDC asks for credit card information with the following statement: "Your appointment is FREE. However, due to demand, we do keep a credit card on file. If you miss your appointment and don't reschedule, you may be charged a $25 fee." There is no mention of a HFD contract.

No response from Rudy yet.

Needless to say, I am not going with SDC.

I advise anyone who is dealing with SDC to check their email and mail, and review any document that SDC or their affiliates send you.

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

I had an excellent experience the moment I walked into the Albany, New York office. They were very organized and I felt very comfortable throughout the process, including taking the 3D images.

They were very patient in listening to my concerns on how I wanted to improve my teeth and what I thought needed to be done. I never felt rushed.

I highly recommend the Albany, New York office for the processing of your aligners.

Bottom Line: Yes, I would recommend this to a friend

When I walked in, I was instantly greeted by a warm smile and a gentle personality. My SmileGuide, Maya, was nothing but concise and extremely informative. She made me feel welcome and washed away any anxiety I had due to my teeth. She explained what SmileDirectClub was and what they were about. Due to her charming persona, we clicked instantly. When she did my 3D scan, she made sure I was ok and comfortable. Monika, the manager of the Doral SmileShop that I went to greeted me kindly and explained everything without taking a huge chunk of time. The visit did not take longer than 35 minutes but honestly, I didn’t even want to get up from my chair! I had such a great experience that when I left, I called almost everyone on my phone to go to them. I’m extremely grateful for the staff there and also the fact that they treated me with so much kindness and respect. THANK YOU SO MUCH SmileDirectClub!

Bottom Line: Yes, I would recommend this to a friend

Ashley from bus 3 was amazing! She made me feel so comfortable and she was easy to talk with. Thank you ladies so much! You rock. I’m so excited for this journey with SmileDirectClub.

Bottom Line: Yes, I would recommend this to a friend

I am at the end of my plan with SmileDirectClub. I had one of my incisors completely twisted to the side, have open bite effecting the left set of frontal teeth and some mild crowding of the two maxillary lateral incisors. After being on the plan for approximately 9 months, I have the crowding in the upper teeth (Maxillary Lateral Incisors) slight fixed. However, my other two issues are still not fully fixed. I still have an open bite affecting the left side of the frontal teeth and the lower incisor is still twisted and not straighten. I reached out to SmileDirectClub with this concern and I was told by their dental team that the remaining of the two issues can not be fixed with their protocols.

However, before I joined them, a SmileDirectClub associate at their Markham, Ontario location told me that all these issues will be fixed. Their 3D plan showing the results was not fully accurate. It seemed to be fixing more than the aligners actually did.

With this review, I just want to warn people who have severe cases to spend a little more money and go with the braces. SmileDirectClub might be a good option if you have minor crowding. However, if your case is complicated and you were told that it will be fixed on your first visit to a SmileDirectClub shop, you are being promised too much.

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