ComplaintsforAlign Technology Inc

Dental Supplies

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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
Initial Complaint
10/02/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a complex medical case and have had to see two separate orthodontist consecutively. Each used Invisalign and each had multiple refinements. I need to see the full course of treatment as an Invisalign client.ClinCheck #******** ************************* Requested transfer of Invisalign case and records by email on 10/18 Phase one 17 aligners Phase two 49 aligners Phase one **** don't show ** in Phase two **** like my ID's changed ******************************** #******** ******************** Phase three 38 aligners Phase four 24 aligners 1. I ask ********************************************* to merge the two accounts, twice. Then Invisalign said this wasn't possible.2. I spoke to ****** @ Invisalign, she said she would contact the provider about my request 7/14/22. 3. Then Invisalign said that merging my medical record, to view the full course of treatment wasn't possible. As the client/consumer/patient. I have to look at two separate ID's and emails to see my records. I need to see my full medical record in one seamless clincheck and have access to my complete treatment record at invisalign.com
Business response
10/04/2023
October 4, 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.
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 or questions 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. The patient should be aware that different doctors may have different approaches and, as such, the plan details from each may be different. If there are any concerns regarding these differences, the patient should discuss those with her doctor(s).
Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Customer response
10/04/2023
A representative contacted me today and said a records release to send me my 4 clinchecks will be filed and processed, needing Dr's ************** I would like to keep my request open until this follow up occurs and I receive the records. This would satisfy my needs going forward, but it hasn't yet been completed. I look forward to receiving mt medical records for all for treatments from invisalign. Thank you,
Business response
10/10/2023
October 10, 2023

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

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

To whom it may concern:
Thank you for contacting Align Technology regarding the above-noted case number. With regard to the patients reply to our response, we are happy to provide designated medical records upon request. Consumers should be aware that requests may take up to 10 business days for processing, and that the treating provider will be notified of the request and provision.
While a patient is the end-user of ******************************************** clear ************************ product, an Invisalign-trained dentist or orthodontist (Treating Doctor) is our customer. ********************** does not practice dentistry or treat patients; it only manufactures a clear aligner product based on a Treating Doctors prescription. Unless the Treating Doctor subsequently determines that his or her prescription needs to be altered, Align has no further communication with the Treating Doctor regarding the patients treatment. Any additional treatment-related records the patient is seeking should be obtained from her doctor(s)directly.
Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients. Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Customer response
10/23/2023

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*************************
Initial Complaint
09/12/2023
Complaint Type:
Product 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 sent a referral to my husband to get his Invisalign and it was not honored because they stated that it wasnt done prior to the shipment date. I would be ok with that answer from them if I didnt do the SAME EXACT steps to send a similar referral to him and that was honored! They have a post card within the packaging that shows the app and to send a referral to earn money. Like I stated above, I sent my sons and we received our rewards but now that the referral is much more than the previous one Invisalign doesn't want to honor the amount stating the timing as the issue! They have deceitful practices and are picking and choosing which rebates to pay and to not. They stated to me that the dr is the one who needs to send out the referral but the post card and/or instructions dont say this and it asks for the patient ID, which you cant get that info until youve received the aligners (written on each of the bags the aligners come in), so make that make sense? Stick with the braces people because this company is deceitful and doesnt want to thank their customers by giving them what theyve earned!
Business response
09/19/2023
September 19, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting us regarding the above-noted complaint number.
The Patient App Referral Program provides a pathway for current patients to refer friends and family for potential treatment, and for both participants to receive a gift card reward if the referred begins treatment.
In order for us, the manufacturer of the product, to verify that the referred started treatment as a result of the referral, there are specific steps that must be followed for the participants to be eligible for the reward. The steps are outlined in the Terms & Conditions of the offer, which both participants must agree to accepting before they can continue the process of referring/being referred.
While we cannot address specifics related to this case in a public forum due to account privacy, a referral submission is declined when it does not meet the criteria specified in the Terms &Conditions.
Thank you again for bringing this concern to our attention.
Sincerely,
********, InvisalignNorth ******* ************* Team
Initial Complaint
07/12/2023
Complaint Type:
Product 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 made a purchase for ****** for phones which I never received. The retailer made a statement before purchase stating that 100%of my funds for my order would be donated to ******* for the war. However I never received the goods. I have reached out to the company from my bank statement and there is no response. ******* sent me a invoice for something that I didn't purchase and I told them I was contacting the BBB and they said it was no need to reach out to you. They also charged me ******. Lastly there was a Iwatch that I didn't purchase as well and I think this is a scam. They are claiming to be PAYPAL. PLEASE HELP. I have pictures of receipts from all 3 companies below.
Business response
07/13/2023
July 13, 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 consumers complaint, please note that Align Technology is a medical device manufacturer regulated by the US Food and ******************* ***** and required to comply with applicable Code of Federal Regulations (CFRs). We are not affiliated with the manufacture or sale of the phones, iWatch, or virus software mentioned in the consumer complaint and have no information regarding the purchase the consumer mentions.
We recommend that the consumer refer back to her original point of sale to identify the source of the purchase(s) she made, and we hope that she is able to resolve this through the appropriate party.
Thank you again for bringing this concern to our attention.
Sincerely,
********, InvisalignNorth ******* ************* Team
Initial Complaint
06/06/2023
Complaint Type:
Product 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 had invisalign put on my teeth and had an alergic reaction where my lips were numb and my throat hurt and I could barely swallow and couIld not sleep at night. After visiting my dentist I decided to end treatment as I have other health issues and did not want more by invisalign treatment.My dentist told me there were other people that had similar reactions.My dentist contacted invisalign and said that they will not refund the cost of the molds that were already made so now I am out $2,000. The potential for allergic reactions and no refunds in that case should be communicated to patients before starting treatment. People should know this up front before putting that kind of money into it.
Business response
06/08/2023
June 8, 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 while Align Technology manufactures the aligners used for Invisalign Treatment, the doctor remains fully in charge of the treatment agreement between the patient and the office, including any financial concerns. As such, any refund inquiries should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid; we cannot refund a patient as we receive no payment from patients.

We will reach out to the patients doctor directly regarding his concerns to determine additional support needed and we will ask the doctor to follow up with the patient once we have connected. However, due to the sensitive nature of the concerns, we will not provide additional detail on a public forum.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer response
06/08/2023
The dentist said he has to pay you the $2,000 for lab fees so that is why he is charging me the $2,000. If you will refund the dentist then he can refund me. He will not refund my money if you are asking him to pay that.
Business response
06/19/2023
June 19, 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 his 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 (i.e., office visits, chair time, etc.). Align has no knowledge of or input into the amount doctors charge for orthodontic *********; we are merely a vendor. We are also not at liberty to discuss the financial transactions between us and the doctor with anyone other than the doctor.
Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
05/18/2023
Complaint Type:
Billing 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 a former Invisalign provider who sold my dental practice in 2021. Invisalign has kept my name on the practice responsible parties and when a bill is due, sends me an attempt to collect. Despite multiple phone calls, emails, and Invisalign promises that I am off the account, I still receive these contacts from their collection company. This is on my personal credit record now, adversely affecting my credit score.Latest Invisalign reference # ********
Business response
05/19/2023
May 19, 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.

Given the sensitive nature of these complaints, we cannot provide specific information regarding this case,but we will connect with the customer directly regarding his concerns so that we can better address the issue and clarify any next steps needed. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our contracts with individual clients.

The customer can also contact *************** at **************** regarding his account for any further assistance.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
05/11/2023
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.
My issue is that I started my Invisalign since 2017, when the pandemic happens, there is a temporary termination of the treatment. However, when I was fully vaccinated and back to my doctors office to continue Invisalign treatment, they told me my treatment was expired, and if I want to continue, I need to pay again! This is so ridiculous!!! I think we all went through the pandemic, and I never thought the first thing when I back to dental office was be told my treatment is already expired!!! DO YOU HAVE ANY HUMANITY? All I want now is to get all my money back, I spent nearly $4,000 at 2017 when I was a college student. However, I did not get treatment done, and I need to pay again! All of these just unacceptable!
Business response
05/19/2023
May 19, 2023

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

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

To whom it may concern:

Thank you for contacting Align Technology about the above-noted case number. Regarding 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 (************ visits, chair time, etc.)which are components beyond our control.

Any refund inquiries should be discussed between the patient and the office of his or her Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or termination of *********. The determination of whether 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
05/19/2023
I already spoke to the dental office, but they let me to connect you, that said you (Invisalign **** terminated my treatment because of the global pandemic covid-19, they said you are the one count treatment time even though there was a pandemic! You two cannot keep playing around with me! ! ! I spent $3,995 when I was a college student; however I did not get my treatment, and the dental office said my treatment is expired! I spent almost $4,000 and get nothing! You two just keep passing the buck!!! This is just so ridiculous!
Business response
05/30/2023
May 30, 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 his/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.

We will contact the treating doctor regarding the patients concerns and will ask the office to follow up with the patient for any further discussion. If the patient has not heard from their doctor in the next **** business days, we recommend they reconnect with the office for an update.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer response
06/06/2023
Since each one passing the buck, claiming it was so and so's responsibility, can you two figure out how am I supposed to do to get a best solution? And give me an email for follow up? Because when I try to contact each of you separately, you two just let me to contact the other one. I think the best way is that you two find a solution first!
Initial Complaint
04/08/2023
Complaint Type:
Product 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.
Your slingers are faulty. Edges which are the bottoms of aligned are cut roughly and are causing massive issues in my mouth. Including constant canker sores all over my tongue and cheeks.
Business response
04/11/2023
April 11, 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.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. We are sorry that the patient reached out to you instead of his doctor regarding these concerns, but we will attempt to connect with him and his office to determine support needed.

We appreciate you bringing this to our awareness.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
03/20/2023
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.
I notified my Invisalign provider Northern ******** Ortho in June about cancelling Invisalign treatment due to medical issues. At the time I had not taken any Xrays just the free consultation scan. NVO is charging me $2000 to back out of the treatment even though the treatment did not start saying Align had charged them that $2000 lab fee. Align should not have charged any lab fee from NVO, and the contract that NVO sent me did not state anything about a $2000 lab fee because the treatment had not begun. The contract was also not signed by NVO.
Business response
03/21/2023
March 21, 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 (*********** visits, chair *********.) which are components beyond our control.

Any refund inquiries should be discussed between the patient and the office of his 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 the at the discretion of the office.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
02/16/2023
Complaint Type:
Customer Service 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 have called several customer care phone numbers and no one has answered or called me back after leaving a detailed message. I have emailed customer care with no return email. I have called the line for doctors and they have answered and said they can not help me but to talk with customer care and transfer me. I wait on hold for over 25 minutes and no one picks up and several times the line would hang up on me. Numbers I have called with no answer or return calls. ********** ********** ********** **********
Business response
02/18/2023
February 18, 2023

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

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.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. We are sorry that the patient experienced issues with reaching our Customer Support team regarding his concerns. Our records indicate that we have been in touch with the patient since this complaint was submitted. Any further follow-up or support needed will be addressed with the patients Treating Doctor.

Thank you again for bringing this concern to our attention.

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

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