Smile Direct Club Responds to Misrepresentations in the Media
“We are disappointed that though we provided
Notably, the almost five-minute report and online story does not include one interview or statement from the more than 750,000 satisfied customers who have used our products to improve their lives, nor does it include a single interview with any of the hundreds of dentists who have publicly supported our technology. In fact, though
- Just like other telemedicine platforms,
SmileDirectClubcustomers interact with their treating dentists or orthodontists via our med tech platform. Each patient’s treatment is supervised by a state licensed dentist or orthodontist from start to finish, including the patients interviewed by NBC. Our SmileShops and those employed at our SmileShops are not engaged in the practice of dentistry; they simply provide a convenient option for gathering information from customers for subsequent review by one of the more than 250 state-licensed dentists and orthodontists in our affiliated network. Each case is reviewed and approved, where appropriate, by the treating doctor, who is available to connect directly with customers at any time before, during and after treatment. With over 350 SmileShops staffed by over 1,000 team members, across the country, the fact that NBCwas able to find one or two SmileDirectClubteam members who failed to follow SmileDirectClubprotocols in informing customers of the importance and requirement of seeing their regular dentist before commencing treatment, is not surprising. In a company our size and given our tremendous and rapid growth, this can be expected and is something we work to correct every day. Dentists are an integral part of our business model and we take our commitment to oral care seriously.
NBCwas provided the opportunity to connect with customers who either had no concerns with their treatment through the SmileDirectClubplatform, or who did and were able to resolve their issues with their treating doctor. NBCalso conducted interviews with SmileDirectClub’s Chief Clinical Officer and a dentist who treats patients through our med tech platform. NBCneglected to provide its viewers with any of the personal experiences provided by these customers or commentary delivered by these medical experts on the safety of remote clear aligner therapy.
SmileDirectClubhas successfully serviced more than 750,000 customers through our network and platform. Less than 1% of these customers have had any clinical concerns during treatment, a statistic that is lower than the dissatisfaction recorded from patients of traditional orthodontics. SmileDirectClubprovided these statistics to NBC, but NBCfailed to provide that information to its viewers.
- There is no investigation into
SmileDirectClubby the Federal Drug Administrationor the FTC, and SmileDirectClubis in full compliance with FDAregulations, including its 510K manufacturing certification. The letter referenced from members of Congressto the FDAis based on misinformation originated by dental trade organizations and is nothing more than the latest in a series of anti-competitive publicity tactics designed to attempt to limit our success, which is a direct threat to traditional orthodontia. Of the nine congressmen who signed this letter, five are dentists, an interest that should be noted by an organization such as NBC Nightly News.
- When customers request a refund outside of our published refund policy, we ask that they sign a general release that contains a confidentiality provision, similar to the recommendations set forth by the
American Association of Orthodontistsand standard business practice.
- Lastly, the
Californialaw states that dentists should review the “…patient’s most recent diagnostic digital or conventional radiographs or other equivalent bone imaging suitable for orthodontia. New radiographs or other equivalent bone imaging shall be ordered if deemed appropriate by the treating dentist.” The doctors who use our platform are required to comply with the laws in every state in which they practice when using our platform, including the laws of the State of California. While SmileDirectClubdisagrees that the legislature should be setting clinical standards, we ensure that our model requires compliance with all laws.
SmileDirectClub Media Relations: Press@SmileDirectClub.com