SmileDirectClub, the at-home, do-it-yourself orthodontic service that ceased operations over the weekend, is leaving customers with payments due but no further treatment.
Ashli Noelle Evans, a SmileDirect customer based in Knoxville, was looking to perfect her smile by signing up for the service, but now she says she's stuck with a bill and no aligners.
"I still have to pay. I'm still under a finance payment for another year. The 'lifetime smile guarantee' is obviously gone, and I will not receive my aligners that I put in for last month," she told CBS News. "So now I'm going to have to go to an orthodontist anyway. So it was kind of pointless to go that route to try to save some money since my treatment was so small."
SmileDirectClub filed for Chapter 11 bankruptcy protection in September. Despite closing down, the company is telling anyone who has the SmileyPay Plan they that must continue to "make all monthly payments until payment has been made in full," according to a statement on the company's website. It also informs customers, "Effective immediately the Lifetime Smile Guarantee no longer exists."
Customers seeking refunds will experience delays, according to the website. The site states, "there will be more information to come once the bankruptcy process determines next steps and additional measures customers can take."
Evans expresses her frustration and reveals that she is not alone. "There are many people who are very upset. I received messages from individuals who took advantage of a Black Friday deal, ordered aligners, and have received nothing," she explains. "I have undergone a few treatments, but I have received nothing in return."
Furthermore, Evans has not received any communication from the company. "I sent in my impressions, and they received them on November 22nd. I was waiting for a new set of aligners to arrive by mail," she recounts. After learning about the news, she attempted to contact the company but was unsuccessful. "Everything has vanished. The app no longer works. There is no one to speak to. There is no customer service. It's all gone," she laments.
According to the Associated Press, Smile Direct Club, a Nashville-based company that went public in 2019, was unable to generate profits and accumulated a debt of nearly $900 million before declaring bankruptcy.
The American Dental Association advises against the practices of companies that offer direct-to-consumer teeth aligners, citing potential risks to patients.
ADA Warns Against Direct-to-Consumer Dentistry
Moving teeth without knowing all aspects of a patient's oral condition has the potential to cause bone loss, lost teeth, receding gums, bite problems, jaw pain, and other damaging and permanent issues, the American Dental Association (ADA) said in a statement.
