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Review 2/8/2011
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I have been with Smilecare for over three years now. I use them, my two boys, my cousin, fiancé and I even recommended the Puente Hills Smilecare to my coworker. The office staff is okay, the service it terrible (waiting in the office for over an hour even with an appointment) but I never complained. I always thought of it as a busy office and sometimes things like that happen. But more recently, the treatment (both customer service and general/ortho service) we received was horrible and I just could not go without letting others now about it. So I apologize it is long winded but people need to know.
My fiancé received a statement November 2010 for $104 for a service that was done two years ago! After calling the office to inquire about it, the office manager said that the insurance company didn't pay the company until now. I thought that was odd so I called the insurance company and they paid that claim the same month and year he got his work done. So she completely lied about it and just made it sound like we owe them and that's it. We'll pay it, no big deal but the fact that she lied and we were billed two years after, is a big issue. Is it even legal to do that?!
I recommended Smilecare to a coworker for his two daughters and they had a promotional credit of $50 for each referral. We received letters in the mail for the credit. I tried to use it recently for some general work and the person up front credited it and I paid the rest of the balance due. The next month, we receive a statement for with a balance due. What? So I called and the office manager was fighting with me saying that there was no documentation. Then she said that the credit was only for one child not two. I told her I referred two people for ortho. She asked what their names were and I gave her a name...not even a second later she said she couldn't find anyone by that name (I don't think she even tried). Then I called again after my coworker called the office to confirm that they were referred by us, the same office manager said that the reason why she couldn't find the credit was because it was put into the ortho balance. I didn't even know I had an ortho balance! Then she asked non-chalantly if I wanted it in the ortho or general. As if it was no big deal that I just wasted over a half an hour arguing with you!
My boys both have braces and there's no need to mention that they're expensive. I opened a carecredit account, charged the balance and paid it off. They should have been done September of 2010 but we are in February 2011. We received a balance due for their monthly adjustment. Since when did they start charging out of pocket? I thought I paid for their braces already. Called the office and she said they were supposed to be done in September but for some reason the Orthodontist thought they needed to be on it longer. Well, apparently they give a two month pillow in case it goes over. That's fine and all but they've canceled my appointments more than once to reschedule a month later! I've argued that they were the ones who canceled and rescheduled and all they could tell me was "That's what it's there for"
I emailed a complaint to the corporate office. Received a general response the next day asking for the names of the patients and that they will "investigate". After I emailed the information they needed, two weeks went by without a reply. I emailed them again after three weeks and I still havent gotten a reply.
NEVER EVER GO TO THE PUENTE HILLS OFFICE OR ANY SMILECARE OFFICE ANYWHERE. THEY ARE A "DRIVE THRU DENTAL/ORTHO COMPANY" PLEASE SAVE YOURSELF THE TROUBLE - PLEASE STEER CLEAR!!
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