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Business Profile

Dental Supplies

Align Technology Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Align Technology Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Align Technology Inc has 7 locations, listed below.

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    Customer Complaints Summary

    • 40 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/12/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I, ******* *******, am filing this complaint against Align Technology****** (Invisalign) due to their failure to deliver the promised treatment, lack of response, and unethical handling of my case.Key Issues:1. Failure to Deliver the Product I began my Invisalign treatment through their regional provider in ********, ********* initial dental scan was completed on July 19, 2024, yet I have not received a single aligner to date.The treatment has now become obsolete, as aligners are time-sensitive and must be used within a specific period.2. Lack of ************************* Invisalign HQ (***) and its regional office in ****** have ignored my concerns.Despite multiple attempts, they have refused to provide a resolution or take responsibility.They continue to avoid my emails and messages, failing to assist in resolving this issue with the Turkish clinic.3. Unethical Practices Invisalign has failed to ensure their partner clinic follows ethical standards.Although Invisalign states that doctors will address patient concerns, my treating doctor remains unresponsive.Invisalign has not upheld its commitment, leaving me without support or resolution.Attempts to Resolve the Issue: I reached out to Invisalign HQ (***), but they ignored my complaint. I contacted the regional Invisalign office in ******, but no one is taking responsibility.Requested Resolution: Immediate investigation and resolution by Invisalign HQ. Accountability from ************************** regional office for failing to provide the treatment. A full refund for the services that have not been provided.I trust that the Better Business Bureau (BBB) will ensure Align Technology, **** addresses this matter fairly and ************** regards, ******* ******* Patient undergoing Invisalign treatment ********** *************************** Ticket No - ******** [HQ ***] Ticket No - ******** [******] Complaint No - Dev-*****-007-***** [Care in ******]

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attached is the correspondence between Invisalign and myself. There was also one phone conversation, when I was finally able to get ahold of someone (extremely long hold times or no one ever getting on the line at all) where they took my information, a description of my problem and what I was seeking (a refund). Invisalign passes the buck to the Orthodontist that is REPRESENTING them (Dr. ****** of ********), whose office told me that Invisalign was likely to correct my TMJ. Not only did it not correct it, it made it exponentially worse. It went from an annoying clicking pre-treatment, to a constant pain on the left side of my mouth, all the way up to my ear, daily, especially but not limited to while trying to eat. I am constantly taking ********* and its hard to chew, kiss my wife, or go to the dentist without experiencing intense pain on that side of my mouth. These symptoms were NEVER an issue pre-Invisalign. I regret ever being called into doing it. My teeth werent very crooked to begin with and that wasnt my concern. My new orthodontist says theres nothing that can be done except physical therapy so not only did I spend precious time and $4k after insurance on Invisalign, I am now expected to shell out more $$ and time on physical therapy. This is absolutely ludicrous and I am planning on getting my lawyer involved. Invisalign stopped returning my emails and phone calls; basically, after telling me that they would help me get the refund from Dr. ****** and that Id hear from someone within 10 days, they changed their tune and decided none of this was important to them, so if you have TMJ and you want to avoid possible pain and anguish, do NOT trust Invisalign and do NOT let anyone tell you that your TMJ could be corrected with this treatment. Take it from me, an expensive ****** in how to pay to have your very own chronic pain. I would avoid Invisalign altogether and just go with braces, trust me, I wish I had.

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had originally went to the dentist office to go and get my teeth checked out. Turns out they are ok and the problem that I had went in there for was solved for the most part. But, come to find out I was told that I had small roots on my teeth and would be needing (Invisalign "vivera" retainers to help my teeth so that they wouldn't get damaged). Reluctantly I agreed to getting the retainers to help my teeth out. I paid for them but then decided later on in the day that I really didn't need them so I called the dentist I went to back and requested a full refund. But according to the dentist office since they had already made the retainer casts they couldn't grant me my full refund. I was NEVER told If I said yes and changed my mind I couldn't get my money back. So I talked with my dentist office to see what they could do to help me. I was told I could only get HALF of my money back and wouldn't be able to get my full refund. I wasn't too happy at all. So instead of bothering the dentist I have been trying to reach the Invisalign customer service line and NOBODY ever picks up the phone so I can't talk to them. I have left them 3 or 4 voicemails and they have NEVER gotten back to me either. This is just poor customer service on their part. ALL I'm asking for is just a full refund on the rest of the price for the retainers that the dentist office wouldn't grant me. (The $459.00 dollars) The thing is I haven't worn the retainers and could just as easy ship them back so that we can take care of the issue. Thank you so much for your help in resolving this issue for me.

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I need my refund or my braces I lost my braces and I contacted the dentist but is in ************* and doesnt helped me . I paid a lot money for my braces and I **** a replace

    • Initial Complaint

      Date:02/18/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Theres been a promotion ($500 discount) when I started my treatment but hasnt applied to mine. I realized it a week after I signed up for my treatment and paid for it. ************** said its a promotion from Invisalign and since I already paid they cant apply it for me. Since March 2024 I contacted Invisalign about 15 times but never ever responded me. I need this $500 to be applied and refunded to me.

    • Initial Complaint

      Date:02/15/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In November 2024 I contacted Invisalign because I had an ultrasonic retainer cleaner from them that had stopped working. The person (********) from Invisalign North ************************** told me to ship my item back to them and they would send me a replacement. I sent them the information they asked for so that they could sent me my shipping label. I waited about 2 weeks before reaching out again (twice) to inquire on the status of my shipping label. Over a month after my first email asking for a response, I finally got a response letting me know that they would send me the shipping label soon. Once I received this on 12/30/24, I was able to ship my product on January 2nd 2025. I was told that once they received notification of my return, they would send me a replacement. On January 13th 2025 I emailed again asking for an update. I sent 3 more emails before receiving a response on January 30th 2025 telling me We have confirmed the receipt of your return and are processing the replacement shipment. We will provide an updated tracking number as soon as it's available. I have emailed back 5 times since then inquiring about the status of my replacement and have not heard back from them and have not received my replacement. In my last email I told them if I did not get a response by the end of the next day I was going to report them to the Better Business Bureau.

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have purchased an ultrasonic cleaner from the Invisalign website. The product stopped working and was covered under the warranty. It was replaced after much back and forth with the company. The product has failed again and needs to be replaced a second time. The company takes too long to respond to warranty claims. They make it impossible to talk to someone at the business, and only use email. They take several weeks to respond to emails and several weeks to s*** the replacement item out. This makes the warranty essentially useless. They purposefully dont respond to get out of their responsibilities Because of this I am without a way to clean my Invisalign properly and it is affecting my treatment.

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint against Align Technology regarding my order (#US114350), which I never received. Despite multiple attempts to contact the company for a resolution, I have received little to no response. Key Issues:My package was never delivered. I reached out to the company multiple times but did not receive a proper response or resolution. I disputed the charge with my credit card provider, but Align Technology denied the dispute without addressing my concerns. I am requesting a resolution to this matter, preferably in the form of a refund for the undelivered order. I would appreciate clear communication regarding the next steps and a timeline for resolution. Thank you for your time and attention to this matter. I look forward to your response.

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was living in ************* and I lose my invasilign now the dentist didnt accept my insurance . I paid almost $6,500 and I need replace

    • Initial Complaint

      Date:01/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company Incorrectly charged my business credit card over $26,000 They acknowledged that they incorrectly billed me. However, they have still not reversed this charge and are no not picking up calls or returning emails related to this fraudulent charge. This charge was done October 25. Ive been in touch with them every week since.

    Align Technology Inc is NOT a BBB Accredited Business.

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