This review is long overdue. I waited until my situation was resolved before writing this because I…read morewanted to be able to share my experience as accurately and factually as possible.
I was quoted approximately $7,000 for orthodontic treatment and paid $4,000 upfront directly to Smile Theory Dental. I paid $1,000 using my FSA and financed the remaining $3,000 through Sunbit. Regardless of the payment methods used, the office received the full $4,000 upfront toward my treatment.
My concerns began after reviewing my dental insurance claim and noticing billing discrepancies that did not make sense to me. I raised those concerns with the office and ultimately decided I was not comfortable proceeding with treatment. I canceled my upcoming appointment before my orthodontic treatment began. I never received my aligners, no orthodontic appliances were placed, and I did not proceed with orthodontic treatment.
Despite treatment not having begun, an orthodontic claim had already been submitted to my insurance. What followed took MONTHS to resolve from the time I first raised concerns about the billing.
Throughout that time, I repeatedly had to follow up with the office myself for answers, updates, and clarification. There were periods where I was left without a clear resolution, despite continuing to reach out. For a situation involving thousands of dollars and my orthodontic insurance benefits, I found the overall communication, follow-through, and handling of my concerns extremely unprofessional.
One of my biggest concerns involved a letter the office sent to my insurance. The letter stated that I was seeking orthodontic treatment with another provider. I had never told the office that I was seeking care elsewhere. When I questioned why this statement had been made, I was later told in writing that stating I was seeking care elsewhere was a "standard" way to facilitate the reinstatement of my benefits. Regardless of why the office chose to use that language, it did not reflect what I had actually communicated to them, and I found that extremely concerning.
There was also confusion regarding how my payments were characterized during the resolution process. The office had received $4,000 upfront toward my treatment: $1,000 through my FSA and $3,000 funded through Sunbit financing. In subsequent correspondence, however, the office emphasized that I had paid the office $1,000 "directly" and that the other $3,000 had been paid through a third-party financing company. From my perspective as the patient, the office had received the full $4,000 toward my treatment regardless of how those funds were sourced.
My interactions with the office manager, Christine, throughout this process were frustrating and, in my experience, handled unprofessionally. I continually had to advocate for myself and follow up while also communicating separately with my insurance company and Sunbit in an effort to get everything resolved. I expected substantially better communication, transparency, and follow-through from a healthcare provider.
Ultimately, after continued follow-up and escalation, Sunbit canceled my $3,000 financing agreement and refunded the payments I had made toward it. My insurance claim was also reversed. The dental office refunded $500 of the $1,000 I had paid through my FSA but retained the remaining $500 as its cancellation fee.
I understand that my treatment agreement contained a $500 cancellation fee. However, considering that I never proceeded with orthodontic treatment and the amount of time and effort it took me over several months to resolve the billing, financing, and insurance issues, I personally believe the appropriate thing for the office to have done would have been to waive that fee and return the remaining $500 as well.
My strongest advice to anyone considering treatment here is to CHECK YOUR INSURANCE CLAIMS AND BENEFITS YOURSELF. My own concerns began because I reviewed my insurance claim and questioned discrepancies I saw. If your provider is in-network, review your claims and EOBs carefully and confirm directly with your insurance company that the amounts you are being charged are consistent with your benefits and the provider's contracted rates. Keep copies of your treatment estimates, payment records, claims, EOBs, and communications with the office. Ask questions when something does not add up.
I can only speak to my own experience with this office. Based on the communication I received, the months it took to resolve my concerns, the insurance documentation issue, and the way the situation was handled overall, I found my experience extremely unprofessional. I would not personally return to Smile Theory Dental or recommend this office for orthodontic treatment.
