Consumer complaint received 2024-07-16 00:00:00
Product: Debt collection — I do not know
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Healthcare Finance Direct LLC.
State: SC

Complaint narrative:
On XX/XX/year> I purchased the XXXX XXXX XXXX XXXX XXXX  to start the program based on what they would say my completed smile would look like. They ensured I would have a lifetime warranty and were required to order retainers to maintain this lifetime warranty. On XX/XX/XXXX I reviewed the 3D image and I agreed with the down payment of {$250.00}. They told me I was able to do a payment plan due to a soft credit check and I agreed to the payment option rather than paying it all up front. The total amount agreed upon was {$2500.00} which made my payments {$84.00}. During my first 2 months, I noticed my teeth were not closing correctly. I tried to call between XX/XX/XXXX and XX/XX/XXXX about 4 times requesting help as to the progression of my alignment. They assured me a professional would call me back and address my program from there, but told me until then to continue unless I was unable to fit the aligners on my teeth. Once the initial aligners were complete they emailed me asking for the purchase of my first retainers. Now I remember that in the contract for this product, it states that I need to keep up to date on my retainers to keep the lifetime warranty. I ordered my retainers which was {$240.00} and reached out again to talk to someone to see if we could get my bite corrected as it was causing pain on my right side. The lady YET AGAIN told me someone would call me back, I felt frustrated and very helpless. ( I did end up XXXX XXXX XXXX shortly after this but I don't need to blame them as there is no solid proof it was due to my incorrect bite alignment. ) I never received a confirmation email that anything had shipped once they took my payment for my retainers. The email I got informing me I should receive my retainers in 2-3 weeks was the last email I received from them. Almost exactly 4 weeks after putting my order in for my first retainer ( I was still wearing my final aligner and it had cracked and started to become rather gross but I still tried my best to wait for the retainer ) I started XXXX  how long it takes for retainers to come in from XXXX XXXX. I then found out that XXXX XXXXXXXX filed for bankruptcy. Immediately, I tried to call the number I had called many times before and the line prompted me to an automated message saying they filed for bankruptcy. I was so frustrated I contacted my bank to let them know but I never requested any refund amount just told them about the bankruptcy. I was promised my smile shown in the 3D image, which it is not, as well as retainers I purchased to keep my teeth where they were at the end of the program. My teeth are very much a major issue for me now as I can not bite down on my XXXX XXXX XXXX XXXX XXXX take all the pressure when I close my teeth. I never received a call from a professional to fix what was causing issues during the actual treatment and did not receive any retainer. I am now getting emails from XXXX XXXX XXXX, XXXX for payments so I called them and they told me they are working on resolving this issue and encouraged me to continue to make payments because if I do not it will negatively affect my credit. From the purchase of my impression kit to date, I have paid {$1300.00}. They promised a lifetime warranty and if I had issues they would help during the initial treatment process and both of those were not held up.

Company response to consumer: Closed with explanation