Semi-Self-Service Orthodontic Treatments Under Investigation

Hong Kong: The Consumer Council in China has conducted an investigation into the quality of orthodontic treatments provided by semi-self-service braces companies. The investigation found that some companies offered treatments without proper dental examinations and physical dentist follow-up.

Last year, the Consumer Council sent a mystery shopper to investigate six braces companies. The findings showed that some of these companies only required customers to submit photos of their teeth, while others arranged for visual inspection by company employees to determine dental problems and treatment time. 

Some companies claimed that overseas “dental laboratories” and “orthodontists” were in charge, but did not mention any follow-up by dentists or dental examinations.

Treatment without licensed dentist

The Consumer Council received a complaint from Ms. Lin, who purchased an invisible braces course for 18,000 RMB (US$2,600). The entire treatment was only evaluated by a company employee and not by a licensed dentist. During the treatment, Ms. Lin experienced severe tooth pain and neuralgia, and the gaps between her teeth became wider. The company staff asked her to rest and use more mouthwash, claiming that the process of wearing braces can be painful.

Ms. Lin later found that the gums were receding, but the company only suggested using mouthwash and disabling the braces. When she asked to speak with the person in charge, she was only arranged to meet with a staff member who claimed to be an assistant and could not make any decisions. The company later agreed to refund 5,800 RMB (US$800), which Ms. Lin did not accept as she believed the company failed to provide appropriate services. The Consumer Council suggested that Ms. Lin seek legal advice and consider pursuing a civil claim.

Inconsistent dental advice 

Another complaint was received by the Consumer Council from Ms. Zhang, who consulted with an invisible braces orthodontic treatment company. A “professional consultant” conducted a 3D tooth scan and claimed that she only needed to fine-tune her teeth and did not need to extract or grind them. 

However, after paying 14,520 RMB (approximately US$2,100) for a course of treatment, the company later contacted Ms. Zhang by email and said that the dentist recommended grinding her teeth, but did not explain which teeth or the frequency. The company later changed its explanation and said that it was only a partner with the dentist and that she could find other dentists to grind her teeth.

The Consumer Council’s investigation highlights the importance of proper dental examinations and follow-up by licensed dentists for orthodontic treatments. Consumers are advised to carefully consider the services offered by braces companies and seek professional advice before undergoing any orthodontic treatments.

Source: HK01.com