AWFUL, AWFUL,AWFUL!!!!! Don't waste your time or money. Awful customer service, awful care, no access to real people or the provider that is listed on our care plan. I find this particularly criminal after paying for the aligners, I paid for the warranty for lost aligners and have not been able to get them replaced.. After months of requesting them, and sending multiple pictures and answering repeated questions, they have only replied with a demand for me to sign a waiver of holding them responsible for the outcome of my teeth. On the letter it requires me to go to a local american dentist and get checked before they are able to communicate with me or issue any new aligners (ones I have already paid in full). Problem with that, I live in another country and have no access to an American dentist, so my entire care is now void after they took my money. I have called MULTIPLE TIMES AND no one picks up or calls back. By email, they send a demand for me to sign that they are NOT responsible for the outcome of my teeth. I am stuck with nothing, reoccurring bill over 2k and a lot of frustration. I need a refund, so that I can seek care in the country I am in and there is no customer service to review the gross incompatibility of their new demands and my geographic circumstance.
BYTE: PLEASE DON'T REPLY WITH A FORM LETTER THAT YOU CAN'T RESOLVE THE ISSUE THROUGH TRUST PILOT. YOU DO NO NOT RESPOND TO PHONE CALLS OR EMAILS VIA CUSTOMER SERVICE OR THE NUMBER OF YOUR HEAD OFFICE. I NEED MY MONEY BACK SO I CAN FIND A LOCAL ORTHODONTIST. IT HAS BEEN A YEAR OF NO RESULT.
Customer service did not respond to multiple phone calls and emails. Sent in updated photos with requests.
The following message was received multiple times.
"Hi Lauren,
Thank you very much for reaching out!
I would like to let you know your Clinical Support Team is not able to make calls at this time.
We are happy to continue to help you through email at this time. We would like to ask you to provide a little information for us to assist you with your concerns.
We are looking forward to hearing from you soon with the information that has been requested."
Horrible. Company sending me constant emails of requests for more photos just to receive a retainer replacement. Don’t hear back from them for days. App doesn’t work. In the process of a full refund, stay far away from this company, one of my worst experiences. In response to the reply: I reach out on a daily basis through email and the app and continuing to get the run around and still cannot receive any forward motion.
After treating for more than two years, I have been instructed to see my dentist to make sure my aligners are fitting properly before they’ll treat me further. I’ve done everything that they have asked, and have sent them many photos showing the proper fit of my aligners.
Because of their pending lawsuits, one which recently was a breach in our data that we weren’t told about, I’ve instructed them that I would like my retainers and I want to close my handling with them. It’s been weeks and I still cannot get my retainers. I can’t get clear communication, and some online information indicates that all production has stopped.
I would definitely use an orthodontist next time. Never again what I use an online company.
Can’t get my second set of aligners. I’ve had these same ones since October 6th. When I requested my second set, they asked some questions and for pictures. After I’d answer they’d say okay. The app said “ordered” so I’d wait 3-4 weeks and then send another email where they’d ask the same questions again but add 1-2 as if I had missed them in the past. I went through this process four times!! Finally, someone said “that’s all I need. I’ll order your lower retainer and second set of top aligners.” That was January 6th. It’s been 20 days. It has been a very frustrating experience so I am going to post this message everywhere I can! If I could, I’d definitely stop the process and ask for a refund to go with one of their competitors. I’m not sure what I can do legally. I feel like I’m never going to get my aligners and I paid over $3,000 for this “quick process”.
