Smile direct club help!

born_again

Carol_R_2 said:

My son took out a credit agreement with Smiledirect just before they went bust and has never received any retainer though did have an initial consultation. He’s paid a deposit and a first instalment has just been taken which is infuriating. I’ve told him to cancel his payment but he says it’s not on his bank account direct debit list so must be going through his card? He’s worried about his future credit status if he does cancel. Help!

If he wants to stop the payments going forward. He will need to speak to bank & ask them to put a block on further payments via Visa/Mastercard system.

Do not simply report card as lost.

HelpingHands1111

Hi there, I have been following this thread as I am in the same position as many and in communication with Tabeo. I have cancelled my DD and I cannot see SD/TABEO on my credit file anywhere like others are stating. I received a '4 week complaint update' that states this-

If you had a valid claim under SmileDirectClub’s Lifetime Smile Guarantee, you will lose your ability to make a claim under it if you do not remain up-to-date with your monthly payments. This was one of the conditions for the Lifetime Smile Guarantee. For more details, please refer to the relevant FAQ explaining Lifetime Smile Guarantee of SDC UK here.

 

What does this actually mean? If I am correct, they have breached so the guarantee is void anyway? As they just trying to scare people into continuing with payments here?

 

 

born_again

So unless a 3rd party is underwriting "SmileDirectClub’s Lifetime Smile Guarantee," it has gone as company is no more.

What do the T/C say about SmileDirectClub’s Lifetime Smile Guarantee?

Samrockz13

HelpingHands1111 said:

Hi there, I have been following this thread as I am in the same position as many and in communication with Tabeo. I have cancelled my DD and I cannot see SD/TABEO on my credit file anywhere like others are stating. I received a '4 week complaint update' that states this-

If you had a valid claim under SmileDirectClub’s Lifetime Smile Guarantee, you will lose your ability to make a claim under it if you do not remain up-to-date with your monthly payments. This was one of the conditions for the Lifetime Smile Guarantee. For more details, please refer to the relevant FAQ explaining Lifetime Smile Guarantee of SDC UK here.

 

What does this actually mean? If I am correct, they have breached so the guarantee is void anyway? As they just trying to scare people into continuing with payments here?

 

 

Sounds like they are just trying to get you to make payments - I have also stopped my DD and won't be giving them another penny.

If you go to the SDC site landing page it states: 

Is the Lifetime Guarantee still in place?
No. Effective immediately the Lifetime Smile Guarantee no longer exists.

HelpingHands1111

Yes me neither Samrockz13 I have received a 'complaint resolution' from TABEO today pretty much still saying the same, which I include below

Please note that Tabeo is a loan servicer for the lender, Healthcare Finance Limited. We are not the lender under your loan agreement and so your claim is against the lender only, not Tabeo. You have requested a refund on the basis that you will no longer receive the services from SmileDirectClub under their Lifetime Smile Guarantee. In order to qualify for the Lifetime Smile Guarantee, a customer is required to meet the conditions set out in SmileDirectClub’s terms and conditions, as published on their website when you took out your loan. These are available to read here (please refer to the version corresponding with the date of your loan agreement).

As you did not meet one or more of the conditions for the Lifetime Smile Guarantee, you were not eligible for the Lifetime Smile Guarantee (including under the Money Back Promise) in accordance with its terms. We therefore regret to inform you that you are not able to claim for a refund of your treatment under section 75 of the Consumer Credit Act 1974 against the lender, Healthcare Finance Limited.

I am far from understanding legal terms but this all doesn't make sense at all, they say the claim is against the lender Healthcare Finance at the beginning, but then because I have not met the conditions of the smile lifetime guarantee I don't have a claim

born_again

I would be raising a complaint. 

marcia_

HelpingHands1111 said:

Yes me neither Samrockz13 I have received a 'complaint resolution' from TABEO today pretty much still saying the same, which I include below

Please note that Tabeo is a loan servicer for the lender, Healthcare Finance Limited. We are not the lender under your loan agreement and so your claim is against the lender only, not Tabeo. You have requested a refund on the basis that you will no longer receive the services from SmileDirectClub under their Lifetime Smile Guarantee. In order to qualify for the Lifetime Smile Guarantee, a customer is required to meet the conditions set out in SmileDirectClub’s terms and conditions, as published on their website when you took out your loan. These are available to read here (please refer to the version corresponding with the date of your loan agreement).

As you did not meet one or more of the conditions for the Lifetime Smile Guarantee, you were not eligible for the Lifetime Smile Guarantee (including under the Money Back Promise) in accordance with its terms. We therefore regret to inform you that you are not able to claim for a refund of your treatment under section 75 of the Consumer Credit Act 1974 against the lender, Healthcare Finance Limited.

I am far from understanding legal terms but this all doesn't make sense at all, they say the claim is against the lender Healthcare Finance at the beginning, but then because I have not met the conditions of the smile lifetime guarantee I don't have a claim

 I would post this reply from them on the banking or consumer rights board where posters understand s75 and legal jargon 

KseniyaGawrylak

Hi everyone. I am in the same situation.

I was a patient in Smile Direct Club and waited for my aligners to be made. Unfortunately, because of the recent news about Smile Direct Club. The contract was signed on the 30th of November. I did pay once and aster council Debit payment in the Bank. I gave all information and they told me that: ''This is a robbery'' - and that gave me my money back. I messaged Tabeo that I wanted to council that but they said to me that I should pay. Now they increasing my loan payment because I don't pay them. I was afraid because it was my first experience with taking a loan. I called to Citizen Adviser. They said message to them this:

According to The Consumer Rights Act 2015 "Argue with the consumer" this service I should get from SmileDirectClub is not according to the information supplier. I haven't any aspects of the contract I was supposed to have. I am cancelling the contract with the company. Complain for the procedure, please respond within 14 days. All evidence is attached to this email history.

At the same time, I messaged FCA about the situation. 
I am waiting for their reply. But I think they will tell me to pay.
Please, if you have any advice what else I can do to sort it out? I don't want to have problems.

Thank you!!!

omgitsdan

HelpingHands1111 said:

Yes me neither Samrockz13 I have received a 'complaint resolution' from TABEO today pretty much still saying the same, which I include below

Please note that Tabeo is a loan servicer for the lender, Healthcare Finance Limited. We are not the lender under your loan agreement and so your claim is against the lender only, not Tabeo. You have requested a refund on the basis that you will no longer receive the services from SmileDirectClub under their Lifetime Smile Guarantee. In order to qualify for the Lifetime Smile Guarantee, a customer is required to meet the conditions set out in SmileDirectClub’s terms and conditions, as published on their website when you took out your loan. These are available to read here (please refer to the version corresponding with the date of your loan agreement).

As you did not meet one or more of the conditions for the Lifetime Smile Guarantee, you were not eligible for the Lifetime Smile Guarantee (including under the Money Back Promise) in accordance with its terms. We therefore regret to inform you that you are not able to claim for a refund of your treatment under section 75 of the Consumer Credit Act 1974 against the lender, Healthcare Finance Limited.

I am far from understanding legal terms but this all doesn't make sense at all, they say the claim is against the lender Healthcare Finance at the beginning, but then because I have not met the conditions of the smile lifetime guarantee I don't have a claim

This is interesting as I had the same reply, apparently one or more of the conditions I didnt meet, which is incorrect as I did every check in and unable to order retainers as I hadnt finished my treatment, so it sounds like they're making some of this up! They totaly ignored my complaint of unable to contuine the services that i was halfway through and went straight for the life time guarantee. 

LP760

CANCELLED TREATMENT DUE TO PRODUCT NOT DESCRIBED

Hi

I am in the same situation with almost everyome else on here. Tabeo sent me that generic complaint resolution letter. I had cancelled sdc because I told them the product is not working for me. They cancelled my account and then told me I had to pay and extra 3 months because I had used the aligners. In month 3 of using the aligners, I did not see any noticeable difference. I let them know of my concerns, they tried to flog it off by saying its to do with another issue thats why my teeth are not aligning properly not because of the aligners, give it some more months and you will see the change. In month 6 i wasn't happy and addressed my concerns. I tried to raise a complaint advising them I am not happy with the product. They made me cut my remaining aligners in half and send back pictures as proof. On two occasions when I spoke with a SDC advisor they told me the account was closed incorrectly and because of this if it had never happened I wouldnt owe this balance.When I complained to sdc they told me they don't have a complaints department?

By this time they had already closed the account and advised me there is nothing they can do.

I had signed up to the night time aligners, always wore it correctly for the duration I had them. 

I then went and made a complaint to tabeo and tabeo said nothing we can do as we're just a service provider so we will be chasing you for the outstanding balance and that's what we have to do. shortly after I went to the financial ombudsman. I didn't get very far as I had no final resolution letter so they turned me away.

A month or 2 later I receive an email from sdc to say they are in bankruptcy.

I have now received tabeos complaint resolution, but I am still wanting all my money back I paid to this scam company.  I have managed to claim 3 payments from my bank currently, luckily I had done this immediately after cancelling. Unfortunately the bank was unable to retrieve the rest of the payments I made to them. 

I am now seeking further advice as to whats the best solution going forward, I feel like I have been conned as they also told me I will have regular checkups which also never happened.

Is it best to go to financial ombudsman and make a complaint with the complaints resolution I have and make my case and is there anyway I will have to pay for what they are claiming as I am not not happy about this. 


Thanks in advance