Castle Dental review: Orthodontic treatment services (retainer and braces) and the failure to properly process a requested refund.

The complaint concerns orthodontic treatment services for which two payments were made using a CareCredit account for a retainer and braces under an initial treatment plan. After the services were initiated for retainer (not the braces), a separate orthodontic evaluation determined that the original treatment plan was inappropriate and needed to be changed immediately, making the previously provided retainer and related services unsuitable.

A refund was requested several months ago for the payments made; however, the refund has not been issued. Despite prior communication with the office, the matter remains unresolved. The core issues involve failure to process the requested refund in a timely manner, failure to return the funds to the original method of payment, and prolonged delay without clear resolution or communication.