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I am growing so frustrated with Smile Direct Club...
I am growing so frustrated with Smile Direct Club.
Back story on why I chose SDC: I had metal braces in middle school 15 years - my top front teeth moved a bit and started overlapping since then, plus I have a slight over bite. I decided to invest in clear aligners now because I have the finances to do so.
I sent off my impressions a month ago, received my 2D (not 3D) treatment plan shortly after. My treatment is estimated to only take 4 months, so by summer they would be straight and pushed back. I paid in full, received an email that my first month of aligners would arrive in 3 weeks. It actually only took 1 week so I was happy. THEN I followed the instructions and prepared my teeth to snap on my "Month 1, Week 1" aligners. My top aligners were VERY loose, my bottoms snapped right on with little pressure. I chewed on my chewies for 30 minutes and my top aligners were still not fitting properly to my teeth. I called SDC immediately, they told me they would call me back. They never did. I called back 2 days later to complain again about my fitting issue and they told me I would need me to send in photos so the doctor handling my case could review them. A couple more days later I sent in the photos, the doctor reviewed my photos and advised me to "keep chewing my chewies because they look fine". I WAS SO MAD, I explained that my top aligners keep moving and snapping off. I feel no pressure or discomfort to convince me that my top teeth are even moving. I'm now on "Month 1 Week 3" and my complaints are completely being ignored. I've called 3 times, I've emailed different customer service reps and they all tell me "We've submitted a fitting issue to your doctor and we are waiting for your case to be reviewed". I paid in full to get my treatment started ASAP and I'm almost 1 month through my 4 month treatment plan and I am completely being ignored. The last customer service rep told me that if I wanted a refund I would only get a refund for the trays I haven't used. So the trays that I have used and completely are not fitting to my teeth would not be refunded. I'm told to stay on track with my treatment plan, use my chewies... and even though they are not fitting to my teeth; I would still have to pay for the "trays I've used", unbelievable. My top back morals are barely covered with plastic, so the trays are just hugging my teeth and not pulling them back. If my tongue slightly pushes or catches the corner plastic of my top aligners they literally hang off my teeth. I have no idea what to do at this point because SDC keeps pushing off my issues/complaints. Again I paid in full based on the 4 month treatment plan and my results after 4 months; but I feel like they got they're money and do not care. Any thoughts? Thanks!
Back story on why I chose SDC: I had metal braces in middle school 15 years - my top front teeth moved a bit and started overlapping since then, plus I have a slight over bite. I decided to invest in clear aligners now because I have the finances to do so.
I sent off my impressions a month ago, received my 2D (not 3D) treatment plan shortly after. My treatment is estimated to only take 4 months, so by summer they would be straight and pushed back. I paid in full, received an email that my first month of aligners would arrive in 3 weeks. It actually only took 1 week so I was happy. THEN I followed the instructions and prepared my teeth to snap on my "Month 1, Week 1" aligners. My top aligners were VERY loose, my bottoms snapped right on with little pressure. I chewed on my chewies for 30 minutes and my top aligners were still not fitting properly to my teeth. I called SDC immediately, they told me they would call me back. They never did. I called back 2 days later to complain again about my fitting issue and they told me I would need me to send in photos so the doctor handling my case could review them. A couple more days later I sent in the photos, the doctor reviewed my photos and advised me to "keep chewing my chewies because they look fine". I WAS SO MAD, I explained that my top aligners keep moving and snapping off. I feel no pressure or discomfort to convince me that my top teeth are even moving. I'm now on "Month 1 Week 3" and my complaints are completely being ignored. I've called 3 times, I've emailed different customer service reps and they all tell me "We've submitted a fitting issue to your doctor and we are waiting for your case to be reviewed". I paid in full to get my treatment started ASAP and I'm almost 1 month through my 4 month treatment plan and I am completely being ignored. The last customer service rep told me that if I wanted a refund I would only get a refund for the trays I haven't used. So the trays that I have used and completely are not fitting to my teeth would not be refunded. I'm told to stay on track with my treatment plan, use my chewies... and even though they are not fitting to my teeth; I would still have to pay for the "trays I've used", unbelievable. My top back morals are barely covered with plastic, so the trays are just hugging my teeth and not pulling them back. If my tongue slightly pushes or catches the corner plastic of my top aligners they literally hang off my teeth. I have no idea what to do at this point because SDC keeps pushing off my issues/complaints. Again I paid in full based on the 4 month treatment plan and my results after 4 months; but I feel like they got they're money and do not care. Any thoughts? Thanks!