People who sought straighter teeth with invisible aligners from SmileDirectClub could be in for a hard time now that the company has announced a complete shutdown just two months later bankruptcy petition.
On his website, the explains the company that SmileDirectClub customers will not be able to receive any more aligners or customer service, regardless of where they are in their treatment journey. The company also expects customers to continue their payments, meaning all existing payment plan patients are still currently on the hook for what they owe. The average duration of treatment is four to six months, but it can last up to two years for some patients.
Invisible aligners have become a popular teeth straightening treatment in recent years because clear aligners are a more subtle alternative to traditional orthodontic services. Remote companies like SmileDirectClub do not require in-person appointments, unlike companies like Invisalignwhich requires some personal appointments and consultation with a doctor.
But SmileDirectClub has been accused of some unfair practices, including in a lawsuit alleging the company made disgruntled patients sign NDAs, according to various media outlets. Shortly after the bankruptcy filing and before it was shut down, the company was still running discounts on down payments, Axios reported, encouraging more people to make full payments instead of monthly installments.
SmileDirectClub he says in his FAQ that more information will become available “when the bankruptcy process determines the next steps,” meaning payment expectations and other guidelines on how to commit — perhaps for people stuck in the middle of their treatment — may change. change within weeks to come.
Until then, here’s what you need to know about payments and what you need to do about treatment.
Do you still have to pay if you are a SmileDirectClub customer?
The company says yes. Patients making payments under the SmilePay program “are expected to continue making all monthly payments until payment is completed,” SmileDirectClub states in its FAQ. For people with questions about this, the company directs you to contact Healthcare Finance Direct, which appears to be handling SmileDirectClub payments, at 877-874-3877 or support@gohfd.com.
This is where it gets stickier. Get him your own information page for SmileDirectClub customers — which was active when this article was first published on Dec. 13, but as of Dec. 15 is 404 — HFD said it was “hopeful” that SmileDirectClub will come up with a plan to offer support clients and maintain existing treatment plans. However, the accounts have been transferred to a new creditor and failure to make payments will result in your account going into collections, which hurts your credit score.
“Although SmileDirectClub is closed, you are obligated to continue paying for the aligners you have already received under your signed retail installment contract,” HFD said.
What about the retainers or aligners you haven’t received yet? HFD said you should continue to make your monthly payments, but that the company is reviewing all of its SmileDirectClub accounts and is working with the company to ensure that people who never received aligners are “appropriately reimbursed.” HFD said the same goes for advances — they’re working with SmileDirectClub to make sure customers who didn’t receive retention plans get their money back — but only SmileDirectClub processes those payments, so it’s unclear what will HFD be able to do about it.
So, as of now, it appears that you are still legally responsible for the payments owed to SmileDirectClub. However, because HFD and SmileDirectClub say some details are still being worked out, it’s possible this could change for some customers. If you would like to try to resolve your case, please call 877-874-3877 or email support@gohfd.com.
Did you not complete your treatment? Consulting a doctor or dentist should be your next step
If you’ve already started your teeth straightening journey and still have a ways to go, SmileDirectClub says you should see your local dentist or doctor for next steps.
There are other direct-to-consumer invisible braces companies, such as Byte. But in general, it’s a good idea to check with your doctor before trying any other aligner treatment, according to the American Dental Association. Not to mention SmileDirectClub, ADA he said on Tuesday that it reaffirms its position that it “strongly opposes direct-to-consumer dental offers because of the potential for irreversible harm to individuals.” Without a proper examination of one’s oral health, moving teeth pose a risk of receding gums, bite problems, bone loss and more, the ADA said in a statement.
Dr. Myron Guymon, president of the American Association of Orthodontists, said that aligners are a “very appropriate treatment when properly prescribed,” but that they are just a way to straighten teeth. What’s right for the patient will depend on their underlying diagnosis and doctor’s tests, which companies can’t provide directly to consumers.
“We’ve had a concern with this business model for a long, long time,” Guymon said. “There are some security parameters here that are not met.” Guymon recommends that SmileDirectClub customers see an orthodontist, a doctor who specializes in aligning teeth and jaws, and refers people to AAO’s the orthodontic probe.
Where to get another consultation
In his statement on Tuesday, the AAO said some of the organization’s orthodontists may offer free consultations, which would be a basic visit. But you’ll have to call ahead to see which doctors offer this.
OrthoFX offers free consultations and treatment evaluations to people who have been customers of SmileDirectClub. The company also offers “special financing options and flexible payment plans” for SmileDirectClub customers, according to a press release.
OrthoFX requires an in-person appointment with a dentist for adjustments with aligners to be worn at home. If you are interested in the consultation, you can fill out the company’s online form. Pricingaccording to the company’s FAQ page, it starts at $2,950, or $89 per month.
You may also consider Invisalign — the big name that led the clean alignment movement and requires personal care and fitting with a doctor. Invisalign postpones it payment estimates to the provider treating you.
Correction, December 14: This story originally reported the schedule of SmileDirectClub practices incorrectly. The company reportedly still had discounts on down payments after the bankruptcy filing and before it was shut down. The story also incorrectly described OrthoFX’s shipping process. OrthoFX aligners are shipped to the customer’s physician.
