ComplaintsforAlign Technology Inc

Dental Supplies

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Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I brought in my daughter, *********************** to ********* Smiles Orthodontics ************************************* to do her Invisalign back in 2020. She has been consistently going for the changes and appointments. She missed her October 2022 appointment due to AP classes and extracurricular activities. However, she still wears her invisalign daily since. I called the office to set up an appointment last month and the office manager told us that she needed to pay (approx $2K or so) for the visit as its been almost 2 years since her last visit. The office manager said that its the policy of Align that there is a certain time period. How is this so? She went for her invisalisn at age 15 or so and she is currently 17. It's not that her teeth changed so much that it needs to be re-aligned. Her teeth did not change much as she still wears the last Invisalign daily, We paid almost $5K for the complete treatment (most of which goes to Align Tech your company I was told). When she did not attend the appointments, no work was done. Now she would like to continue with it, and we are told that the treatment has passed. We paid for the treatment and she still continues to wear the invisalign even when she stopped with the appointment so it should be fine to continue with the treatment plan with no extra charges. Please do the needful and allow us to continue treatment without the extra charges that you will charge ********* Orthodontics as was told to us.
Business response
07/24/2024
July 24, 2024
Better Business Bureau
Complaint Department
*******************************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the policies regarding treatment compliance and timelines must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions for their patients and their office.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I spent $6,000 on treatment that was estimated to ***********-12 months. After 18 months my lower teeth were barely changed and still very bad. Because I wore the braces for an addition 8-12 months they also caused gum recession which so am now getting treated. My treatment plan with Invisalign is through 2025 according to the provider Dr ************************** After nearly an EXTRA year of braces I had no choice but to complete what I had and get retainers as I had to have an upper tooth removed and bridge. Invisalign did nothing but cause more dental problems and unnecessary pain and cost and worst of all health issues. Invisalign and the doctor both approved and confirmed success which failed miserably. Invisalign and the provider took payment KNOWING my lower teeth would never improve at all. This was verified by two orthodontists who said theres no way my lower teeth would be straight without removal of a tooth as there was no room to straighten. So both ********************* and Invisalign took payment, made promises and kept lengthening my treatment causing more NEW issues all whilst knowing my lower teeth would never correct.
Business response
07/22/2024
July 22, 2024
Better Business Bureau
Complaint Department
*******************************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an Invisalign cleaning device in mid-January and attempted to return the device via the instructions on the Aligntech website.There was no response until I opened up a dispute with my credit card. They were responsive when it came to returning the device (providing a return label) but continue to dodge communication with me when it comes to the refund.They provided a phone number to call, to which *** left two voicemails. They are making the return process extremely stressful by dragging this out. They are in possession of the returned device, I just need my refund. Ive probably sent them 15+ emails at this point to wrap this process up. I just want the refund they promised. They only seem to respond when I threaten to contact my bank again.
Initial Complaint
03/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased the Invisalign Ultrasonic Cleaning Station from shop.Invisalign.com on 2/24/24. The website clearly states that you can return your purchase for a refund within 30 days and tells you to initiate a return by emailing ***************************************************************** Ive sent multiple emails and have yet to receive a response. There is no phone number or different way to contact the company on their website and there was no order slip provided when the product was shipped to me. I just want to return the product and get my refund but this company doesnt seem to want to honor their return policy.
Business response
03/11/2024
March 11, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Regretfully, we are experiencing a high volume of contact at this time, which has resulted in some delays in replying to messages. This delay is not impacting honoring of the return policy, and we have since been in communication with the consumer regarding her request.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Customer response
03/12/2024
The business contacted me on 3/8/24 asking for the lot number of the item and my shipping address, stating that upon receipt of that information, they would send me a shipping label to return the item. I responded the next day, but have not yet received the shipping label. Due to the delays in communication, I'm not comfortable marking this complaint as resolved until I've received the shipping label, returned the item, and received my refund.
Business response
03/21/2024
March 21, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
Due to the sensitive nature of this complaint, we will not share details of a financial nature on a public response. However, as shared in our previous reply, we have been in communication with the consumer regarding her request.
Should she have any questions or concerns regarding the communication, she can contact Align Technology ************* at **************** between the hours of 7am-4pm PST, Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased the ********* comprehensive package through my dentist in January of 2023. I was provided with approximately 6 months worth of Aligners which seemed minimal. I followed everything as asked. I required revisions as the teeth on either side of front teeth were still pushed back. These two teeth were the reason I got Invisalign. I notified my dentist in summer my job was outsourced and I had no choice but to move back to my home province (from ******* to *************). The dentist assured my teeth would be complete by Oct when I was moving. In Oct the two teeth mention were still pushed in noticeably and I voiced my concern but was told to get bonding as the teeth may not pull out. I feel paying $5200 and only 6 to 8 months was not enough time to finish the treatment. At that time I was unaware of transferring to another dentist when I moved. The dentist provided me with 2 retainers which were made in office and one has already broken and I take very good care of them. Why are retainers made by the dentist when the aligners were all made by Invisalign? I tried to contact Invisalign to ask if I can transfer and it is very hard to contact them. I was in touch through ******** and the rep advised someone would call me, nothing. I contacted the representative again and I was in turn contacted by ********* via email. They requested all my info and details which I provided and a phone number. I didn't hear back so I emailed again, and called, and left voice mails, and emailed again, and contacted the ******** rep...nothing! This has been since before Christmas. They have not even had the decency to reply to advise if I can transfer my file and continue my treatment. My teeth are an embarrament after paying $5200 for nothing. I have spoken to a dentist here and was told the file can be transferred as I have moved across country. I want ********* to take accountability and have my file transferred with minimal financial balance and continue my treatment.
Business response
03/13/2024
March 13, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, any concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions and the agreement between a patient and office.
We will follow up with the patient to determine any additional support needed.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
02/22/2024
Complaint Type:
Order Issues
Status:
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.
As of today I am having issues with my Invisalign treatment:May 2022 I started my Invisalign treatment. After completing my first set of trays I was not happy with the results so I was told I would have to pay additional money for more refinements. This was upsetting and contradictory because it was communicated to me, prior to the start of my treatment, that no additional payments were needed for subsequent refinements (if needed). I paid anyway for the sake of getting the results I wanted. I have since had 1 more refinement and I am now being told by ************ (at *********** in ******, **) that Invisalign has communicated to them that I can not receive additional refinements. I paid about $5,000 USD for this treatment which ensured the alignment of all of my teeth. Currently, there is a bottom tooth that is not aligned and a gap between two bottom teeth. The faulty treatment has not only misaligned my bottom teeth, the gap has created a pinch on my tongue anytime I speak/eat. Throughout this whole treatment I have been compliant with wearing my trays, care of the trays and diligently communicating with my local dentist, ************. Dr. ****** practice has provided contradicting reasons as to why my bottom teeth are not aligned. The attached emails are 1, communication regarding what is included in my treatment plan (and their lack of communication) and 2, our most recent emails which include important-additional details.
Business response
02/23/2024
February 23, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North ********************* Team
Customer response
02/24/2024
My treating doctor/dentist is saying that Invisalign has said they will not be providing me with additional trays. They have said it is not their decision.
Business response
02/29/2024
February 29, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Align will contact the Treating Doctor about this complaint and any resolution will come in coordination with the Treating Doctor. ***************** the sensitive nature of these complaints, we ask that the patient contact us directly regarding her concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.
The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Business response
02/29/2024
February 29, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Align will contact the Treating Doctor about this complaint and any resolution will come in coordination with the Treating Doctor. ***************** the sensitive nature of these complaints, we ask that the patient contact us directly regarding her concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.
The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
02/13/2024
Complaint Type:
Order Issues
Status:
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.
I am reaching out to seek assistance regarding my Invisalign treatment. My treatment was administered at **************************, located at ********************************************************************************. I relocated from ************* to *****, *******, in September 2021, around the time of our scheduled completion of the Invisalign treatment which was not actually finished. During the course of treatment, my dentist recommended changing trays every three days, (close to the move date from MD TO **) which significantly deviated from the original plan. I was unaware of the option to transfer my treatment plan. There were numerous instances where I had to guide my dentist on the installation of attachments, or other procedures like IPR as he did not seem to pay attention to instructions provided by the Invisialign Team. They initially neglected to place attachments on the inside of my teeth. This misstep led to unnecessary back-and-forth communication and delays in treatment progress. the instruction document clearly showed that it's an attachment only after sending him the photo of the document that you guys provided to the dentist, he agreed at that needs to be an attachment I was not informed by either my dentist or Invisalign that transferring my treatment plan to a new location was an option. Consequently, my treatment remains incomplete, Given the significant financial investment required for Invisalign treatment.The doctor tried to help out by providing retainers but ahead of the end time.I recently consulted with a local dentist in *****, who informed me that my treatment plan could have been seamlessly transferred to their care. I kindly request your assistance in resolving these issues and ensuring the completion of my treatment in a timely and effective manner. Your prompt attention to this matter would be greatly appreciated.More info please see attached PDFs (limited amount of characters here). I have emailed ******************* dental but no reply as of now.
Business response
02/23/2024
February 23, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North ********************* Team
Customer response
02/27/2024
Seems like the treatment will be transferred to the new doctor, i have been contacted by the ****** Family Dental.
One concerning thing is that theyve told me that my case is going to be open until November 2024. Therefore, I may need it to be extended as I was not aware that the treatment can be transferred to a different doctor for past two years.

Business response
02/29/2024
February 29, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology regarding the response to our reply.

As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions. Should the Treating Doctor need support for a patient case, he or she is welcome to connect with us for assistance.

Given the sensitive nature of these complaints, we ask that the patient contact us directly regarding any additional concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.

The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
12/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Started treatment with Invisalign and did not get complete treatment with orthodontist. The orthodontist did not finish up with final treatment once retainers came in. I am having gaps between teeth as well as gum lines still not closed and also spaces that weren't completely filled in after they filed down my teeth to make ***************** which still did not close up.We paid for this service, and it has been all about money, poor customer service and not following through with completed satisfied treatment. One set of retainers were lost and I was never contacted about them. I called to follow up and they ordered another set and they weren't tight. I was informed that they are supposed to be loose and just to keep the teeth from shifting which isn't the case. A new Orthodontist took over in the office and she advised I would have to get treated as a new patient so she could see what treatment still needed done, which would be money out of pocket. Very disappointed and feel like a waste of money for treatment that was not followed through and treatment completed. The orthodontist is no longer at this location and I called the office to have them send me to another location only to leave unanswered messages and no return calls. I have left several messages with several different ladies and no call backs, even though they said they would pass my message onto the orthodontist. My treatment started out with **************************, in ***********, **. The Dr. that started my treatment was *********************** and he left the practice in ***********. It switched over to Dr. ************************* and now there is not an orthodontist there, so they referred me to **********, ** to follow up for treatment and no call backs.
Business response
12/20/2023
December 20, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. With regard to the patients request for a refund, please note that any money paid to the Treating Doctor would include the cost of the Invisalign Devices as well as the doctor ********* fees (e.g., office visits, chair time, etc.) which are components beyond our control.
Any refund inquiries should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or early termination of *********. The determination of whether or not to refund a patient is at the discretion of the office.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Customer response
12/20/2023
Basically we paid for services of Invisalign treatment which included retainers from them. I have spaces forming between my teeth and when I picked up my retainers I was advised they are not supposed to be tight only to keep my teeth from shifting so they will not be tight. I have unfilled spacing from when they ground down my teeth to make ***************** and the spacing was never filled after treatment. I also have a raised gum line which I was informed would fill in over time which it has not. I have called the original office from which I had my treatment only being told there is no longer an orthodontist there now so the office had me call one in ****************** with no return calls. If we can get this treatment completed correctly we would be satisfied with this. If not with Invisalign then another option which would not cost us any additional money.
Business response
12/29/2023
December 29, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the response to our reply. Please note that, while a patient is the end-user of ******************************************** System clear aligner product, an Invisalign-trained dentist or orthodontist (Treating Doctor) is the one who purchases the devices from Align.
As stated previously, any refund inquiries should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or early termination of *********. Any fees paid to the Treating Doctor by the patient would include the cost of the Invisalign devices as well as the doctor ********* fees (e.g., office visits, chair time, etc.). Align has no knowledge of or input into the amount doctors charge for orthodontic *********; we are merely a vendor that provides the devices per the doctors order.
Given the sensitive nature of these complaints, we ask that the patient contact us directly regarding her concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.
The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday. We also encourage the patient to connect with her Treating Doctor for assistance regarding her concerns.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
12/05/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I use the online portal to track my treatment progress, this includes a calendar with dates to change my aligners to keep progress along with other information used in my treatment. I'm unable to log in to the app or online portal with reset password requests not being delivered to my email (confirmed through all folders). I've reached out to the customer care team several times including being placed on hold for **** hours just now. I've sent multiple emails detailing the issue with no response. I'm currently unable to review my treatment plan and have access to my own information, the system in place designed to support these issues is not functioning. I've spent several hours today trying to gain access and not getting any response through reach outs for help.
Business response
12/14/2023
December 14, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. With regard to the patients concern,regretfully, we are currently experiencing a high volume of contact and there may be some delays with getting connected as a result. We are sorry for the inconvenience and are working to follow up with inquiries as soon as we can.
We have reached this patient to provide support on his concern. However,due to the sensitive nature of patient support, we will not provide additional detail on a public forum. If any further support is needed by the patient, he is welcome to call us at ************** between the hours of 7am-4pm PST, Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Customer response
12/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business has reached out to provide a solution. Complaint can be closed.

Regards,

***********************
Initial Complaint
10/26/2023
Complaint Type:
Order Issues
Status:
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.
Patient ID ******** DOB 01/23/1992 I am filing this complaint because I have been receiving Invisalign treatment by my ************** at **************** Doctor ********** DDS *** In Winnetka **********. I was informed by my dentist ****** that I am no longer able to receive any Invisalign trays because my account has been open and closed 5 times. I have been receiving continuous care for my invisalign since I first got them in December 2019 and I have never not once finished treatment. I paid my dentist ****** for this treatment and I expected my teeth to be straight, and together and perfect at the end of my treatment. I have a gap on my bottom teeth and the gap is not closed The dentist ****** is telling me that I have to pay invisalign more money if I want to get more trays to close the gap, but why I am being required to pay for something that I already paid in full for. I paid for my Invisalign and I expect that the ************** and the Invisalign manufacturer can work together to make sure that I get the proper and FULL treatment that I paid for. My teeth have never been 100% correct and now I still have a gap on the bottom Invisalign needs to honor the fact that I paid in full for my treatment plan and the company needs to work with my providers ****** to supply the trays that I need UNTIL my treatment is FULLY 100% done I still have a gap and that's not what I was promised and what Invisaligns slogan states. I paid my dues and did my part and expected my teeth to be 100% straight and no gaps in my teeth. I also was given NO contract from my dental ****** or from Invisalign that stated I was limited to how long my treatment could last. If I knew that if my teeth weren't straight or done with treatment by a certain date then I would have never consented to invisalign in the first place. I was given no paperwork at all no verbal communication about any type of stipulations. I will attach the only paper I ever signed which is from the doctor ******
Business response
10/31/2023
October 31, 2023

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID #********

To whom it may concern:

Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient. We do not determine candidacy for treatment and we do not practice dentistry.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, the agreement regarding what is included with the payment made to the office, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions. We do not receive copies of these agreements and wouldnt know what was included in the arrangement between the patient and his office.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team

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