1- Star: A Company Is Measured by How It Handles Problems, Not Perfect Cases
I have no doubt that many people have had a positive experience with AlignerCo. Looking through the reviews, it's clear that some customers have had smooth treatment, and I don't question those experiences. Unfortunately, mine was the complete opposite. The true measure of a company isn't how it performs when everything goes according to plan, it's how it responds when something doesn't. That is where AlignerCo failed me. Twice. From the beginning, I dealt with repeated delays, poor communication, and customer service that felt completely disconnected from my actual case. Responses were copied and pasted rather than addressing my actual questions. I repeatedly had to follow up just to get basic updates on where my retainers were after weeks of delay. At one point, I logged into my account to review my smile projection, only to find it wasn't even available. Rather than proactively resolving the issue, I was left chasing customer support once again. My original treatment ended in December 2025. It's now July 2026. I still do not have my retreatment retainers after weeks and weeks of delays in both service and production. It's been nearly 3 months since completing my molds and I still have not heard when my retainers will arrive. What frustrated me most was the lack of ownership of errors. It never felt like anyone was responsible for my case or empowered to solve the problem. Every interaction felt like starting over with someone new. As a former CEO, I understand that no company is perfect. Mistakes happen. Delays happen. What separates great companies from poor ones is how they communicate, take ownership, and resolve the issues that do arise. Unfortunately, that never happened during my experience. If your treatment is straightforward, you may have a great experience. But if you encounter any complications or need meaningful customer support or retreatment (my approved treatment plan did not align my teeth as promised), my experience suggests you may be in for a very frustrating process. I cannot recommend AlignerCo based on my experience. I hope the company invests in improving its customer service and accountability because those areas are currently far below the quality that customers deserve.