Consumer complaint received 2024-05-06
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Healthcare Finance Direct LLC. (OH)

To whom it may concern, Im writing this letter to formally inform you why I have not made payments on my XXXX XXXX XXXX payment plan, and why I refuse to do so going forward. I will discuss the lead up until XXXX XXXX XXXX went out of business, along with what has transpired since. While I have no issue honoring my contract with XXXX XXXX XXXX, they not only didnt honor their contract, but tried to charge me for services not rendered. In addition to this Im still forced with the fact that I must seek out another provider to fix the original issue that I went to XXXX XXXX XXXX to have fixed. I have retained all communications with XXXX XXXX XXXX from initial contact, until the company filed for bankruptcy. 
I sent out my impressions, photos, and payment information to XXXX  XXXX at the end of XXXX last year and was informed that they received them on XX/XX/XXXX of 2023. I attempted to contact them by phone multiple times in XXXX and was finally able to get a response in early XXXX. I was finally able to speak with XXXX, a resolution XXXX with XXXX on XX/XX/XXXX of last year. The issue was my account status was changed for reasons they never explained other than to say it was an error on their end. I asked her if the delay from submitting my impressions until I received them would cause any issues with my aligners fitting and she said it wouldnt be an issue. 
I didnt receive the aligner package until XX/XX/2023, a full 3 months after I sent in everything requested. Upon receiving the aligner package, I thought the aligners fit very tightly, but assumed it was normally part of the process of moving my teeth into proper positioning. I started wearing them exactly how I was informed to and switching them as the plan advised, but I noticed that they were getting tighter as I switched them. At the beginning of XXXX, it was time to switch to my XXXX aligner, but I was unable to get them to stay on my teeth due to them not fitting properly. 
I called the XXXX  customer support to inform them of my issue and was told that I should wear the current aligner until my teeth moved enough that the next retainer would fit. I had to wear the XXXX aligner until the beginning of XXXX, when it was only supposed to be a XXXX wear. I was finally able to get the XXXX aligner to stay on my teeth, but it was extremely uncomfortable. The fourth aligner was supposed to be a XXXX wear but towards the middle of XXXX I was still unable to switch to my XXXX aligner. This coupled with the fact that I received an email stating XXXX  was filing for XXXX  XXXX bankruptcy, made me nervous about XXXX ability to complete my treatment plan. 
I called XXXX XXXX on XX/XX/XXXX to tell them that I was not satisfied with the progress due to my aligners not fitting properly, and that if we couldnt find a solution, I would be formally requesting a refund. XXXX informed me that I didnt need to worry, because they would just need me to take additional photos, gather some additional information after reviewing said photos, and then send out further aligners to continue correcting my teeth until they met the Smile Prescription. I uploaded the additional photos requested to the XXXX XXXX sent to me on XX/XX/XXXX when I returned home from my XXXX vacation. I attempted to XXXX on XX/XX/XXXX to get an update regarding what additional information they might need but was unable to reach the customer support staff. 
On XX/XX/XXXX I read in the news that XXXX XXXX XXXX is going out of business and will not honor any commitments or guarantees. I started looking through my credit card charges and noticed that they charged me {$120.00} for the final retainer that they never sent me, and I obviously never requested. I contacted my credit card company to dispute the charge and to close out the account so no other fraudulent charges could be made. 
Towards the middle of XXXX of this year I received a bill from XXXX basically stating that I owe them the balance of my account with XXXX XXXX XXXX. I was sent a contract that was electronically signed with my name, but I have no record of them sending me such a contract to sign, nor signing such a contract. The only contract I signed was in my original submission of my teeth impressions there was a XXXX card that asked how you would like to pay, and for payment information. There wasnt any information about a XXXX party company, and I received no charges related to this third-party company, until after XXXX XXXXXXXX  XXXX XXXX for bankruptcy. When I asked for proof that I signed the contract, XXXX stated they must go by the contract that was provided by the provider. 
As I stated when I spoke with the gentleman when I called XXXX, you cant charge someone for services that werent completed. If a doctor says he is going to need to do XXXX operations, but dies after performing XXXX, you cant be charged for the XXXX he didnt perform unless they find another doctor to finish the operation. If you go to physical therapy and go on a payment plan for XXXX treatments, but the company goes out of business after XXXX treatments, you cant be liable for the XXXX treatments you didnt get. There are federal consumer protections against companies doing exactly these types of things.