Report: #1484420

Complaint Review: Smile Direct Club - Nashville TN

  • Submitted:
  • Updated:
  • Reported By: FLC180 — United States
  • Author Confirmed What's this?
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  • Smile Direct Club 414 Union Street 8th Floor Nashville, TN United States

Smile Direct Club SDC used a forged document to charge my credit card. A SDC rep implies that I gave permission when booking an appointment using their online system. Nashville TN

*UPDATE Employee: SmileDirectClub Feedback

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I scheduled appointment with Smile Direct Club (SDC) through their website. During the booking, the website require credit card information in case I were 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.


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 pissed 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 do not recommend 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.

This report was posted on Ripoff Report on 09/02/2019 03:42 PM and is a permanent record located here: https://www.ripoffreport.com/report/smile-direct-club/nashville-tn-sdc-used-forged-1484420. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

SmileDirectClub Feedback

AUTHOR: Thom - (United States)

POSTED: Wednesday, September 04, 2019

Hi there. Thanks for taking the time to leave us a review and share feedback about your experience. All customers who purchase aligners at the appointment have previously agreed to our terms, which includes the payment agreement. If customers agree to these terms on a different date than the appointment day, this date is sometimes used on the finance agreement. I would really love to help with any concerns, you can email our team at grinners@smiledirectclub.com

Best, Thom

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