ComplaintsforAlign Technology Inc

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began Invisalign 4/22. When I put in tray 6 in June, within days I had tooth pain on one tooth only, which got progressively worse, until I woke up 5 days after starting that tray with that tooth turning pink/gray. Immediately stopped my trays and contacted my provider again. She found an air bubble in tray 6 where that tooth sits, which caused all of these issues. As a result, my tooth is still tender and may wind up with the nerve dying. My provider has gone above & beyond to try to get this issue figured out. This is a manufacturer defect issue that caused major tooth trauma. I have contacted Invisalign trying to A) see how I can get Invisalign to cover any possible future endodontist visits and treatment if my tooth dies (my provider does not perform root canals) and B) I am asking for compensation toward what I have already paid as this has been a nightmare. My provider has repeatedly been assured calls back, never happens. I was last in touch with Destiny at customer care and asked A &B and was assured she would call me back. It's now been 5 weeks and I've heard nothing so now I'm taking my complaint here. Invisalign keeps redirecting to my provider, but this issue has to do directly with Invisalign making a defective tray which has caused me repeated x-rays, which is not healthy, multiple days missed off work to have follow *** to check my gray tooth, and overall has caused me so much stress and anxiety, I have lost so much sleep over this gray tooth. ******** care is horrible with ********************. Nobody gets back to the provider or customer. 5 weeks is way too long. My provider has emailed a video showing this air bubble, as she was instructed by Invisalign, nobody replied. She has made several calls herself to try to discuss this, but it's always the same- nobody understands the issue or knows what is going on, though it's all supposedly logged under my complaint with Invisalign. This compliant is against Invisalign, not provider/contract related.

  Business response

  02/08/2023

  February 8, 2023

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

  02/10/2023

  This response is no different than what Invisalign has said since June.  Still waiting 5 1/2 weeks now for Invisalign to talk to my provider or me.  Please read all of the correspondences under my case number.  You have repeatedly said "we will be in touch" and it doesn't happen.  That is the whole reason I went this route.  So no, I can't accept this because it is not an answer.  I really wish someone would read all the notes then call my provider and/or me.  This is a life-long issue for me, your bad tray caused my tooth to go gray.  It has been extremely stressful for me.  I haven't even received an "I'm sorry" this happened, let's figure out what we can do to help fix this.  Just "we will be in touch", yet you don't get in touch.  My provider doesn't have an hour here and there in her day to wait on hold for you guys.  There has to be a better way.  While you claim you can't refund me for my bad tray, you can definitely make this right somehow.  Don't put it all on the provider, she has already gone above and beyond.  So I am still waiting for resolution and this answer is no different than what you've said multiple times already.  I look forward to speaking with someone soon, you have my cell number.

  Business response

  02/18/2023

  February 18, 2023

  
  Better Business Bureau
  Complaint Department
  1010 **************.
  *******, ** 85014-4585
  
  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 or treatment concerns `should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid.  We have been in communication with the patients doctor to determine support needed, and any updates and follow-up to the patient will come from her Treating Doctor.

  
  Given the sensitive nature of these complaints, we ask that the patient contact her doctor directly for an update if she has not already heard from the doctor.  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

  02/24/2023

  
  My provider has been contacted, finally.  This took 8 months to accomplish, much much too long, and the only thing Invisalign has been able to say is "Thank you again for bringing this concern to our attention".  No apology. As I stated before, this is a life-long issue for me with this permanent tooth in the front of my mouth being discolored.  Invisalign's "customer care" is horrible.  Nobody returns calls and it takes months for any follow-up.  Lack of ownership of their mistake in a faulty tray is what's also disturbing.  Very disappointed in this company.
  
   
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is over the company's Invisalign product. It is paid by me and my insurance company through a health care provider. I received a 2nd opinion that further alignment can be achieved and attempted to transfer my Invisalign account. No highly rated (4.5 stars with over 100 reviews) provider will take Invisalign's comprehensive plan due to a variety of reasons one of which is liability issues. I have been told that I have to have Invisalign deactivate my account and start a new one with the new provider. The comprehensive plan the currently listed provider paid for covers 5 years of adjustments, etc. I have contacted Invisalign (Align) multiple times by phone and web form via their site. Invisalign has never contacted me back for this issue. Invisalign needs to do 2 things so I can start a "new" account with a new provider in order to achieve optimal Invisalign treatment results. 1. Deactivate my account entirely. 2. Give the currently listed provider a full refund and notify me it has been done. The currently listed provider has already agreed to refund me in full everything outside of what they do not receive back from Invisalign (Align). Once the 2 needs I listed have been met I will be able to then pay the funds to the new provider so they can pay them back to Invisalign. The amount is close to $2,000.00.Again, despite Invisalign (Align) allowing their comprehensive plan to be transferred, good providers will not accept this due to a variety of reasons. So it has to be closed out completely, deactivated, and refunded in full so I can start it over again with a new provider.

  Business response

  01/27/2023

  January 27, 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 his 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 patient directly regarding his concerns to determine additional support needed;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

  01/27/2023

  I am rejecting this response. It is clear they did not read the complaint fully.  I have spoken to the doctor. The doctor will refund me everything align refunds back to them. The cost of anything is irrelevant as there is an unlimited supply of materials for 5 years in the comprehensive plan and the comprehensive plan is going to be repurchased by another provider. They are well aware their treatment plans are not accepted by most orthodontists or dentists.  So they need to give a full refund back to the doctor. The next one is going to pay them the same amount for the same plan.

  Business response

  01/30/2023

  January 30, 2023

  
  Better Business Bureau
  Complaint Department
  *****************************************************************-4585
  
  RE: Complaint ID # ********

  
  To whom it *** concern:

  
  Thank you for contacting Align Technology regarding the above-noted case number.  With regard to the patients reply to our response,we are not at liberty to discuss any financial transactions that *** occur between us and a provider with anyone other than the provider as he or she is the holder of that account.  As mentioned in our prior response, the patients financial arrangement resides solely with his office and any refund sought needs to be addressed with his office directly.

  
  We have attempted to reach out to the patient directly regarding his concerns to determine additional support needed, and we will make another attempt; however, due to the sensitive nature of the concerns, we will not provide any additional details on a public forum.

  
  Thank you again for bringing this concern to our attention.

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

  Customer response

  02/07/2023

  They did contact me and I told them the situation.  I told them the Dr. is refunding me everything they refund him back and I need my entire account with them deactivated.  They said they are contacting the Dr. and will reach back out to me.  They have not attempted to reach back out to me since that conversation.  I still want them to cancel and deactivate my account and they should have no issue doing this and informing me it has been done.  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Invisalign customer number: ****** I am a dentist using Invisalign in my practice. I had a patient that was using aligner therapy until a brain tumor was discovered and she was placed in a hospital. Obviously, she decided to discontinue her aligner therapy. I did not request any more aligners from Invisalign. Nearly a year later, Invisalign sent me all of the remaining aligners for this patient and charged me a $9.99 processing fee. This is a fraudulent charge as I never requested any more of this patient's aligners. My sales representative, *************************, has submitted multiple credits to get rid of this $9.99 charge. As of two months ago, I have become a target of harassment by *************************, a representative at Southwest Collections, who collects for Align Technology. ************************* sends me harassing emails every other day. The amounts that he tries to collect differ from one day to the next. This is not due to additional charges for my patients. I have all of his emails stored. They ask for $9.94, then $69.99, then $0.00 (the email said this amount was 90 days past due?), and now the amount is $9.99. When I call Southwest Collections, they state that these are automated emails and that they cannot see these emails. I have made nearly 10 attempts to get this fraudulent charge removed. I have spoken with my sales representative and his manager. Many credits have been applied to my account to remove this charge, but I keep getting harassing emails from ************************* at Southwest Collections. I am requesting help from the BBB to help in this matter. My next action will be to seek legal counsel.

  Business response

  11/30/2022

  November 30, 2022

  
  Better Business Bureau
  Complaint Department
  1010 **************.
  *******, ** 85014-4585
  
  RE: Complaint ID #********

  
  To whom it may concern:

  
  Thank you for contacting Align Technology with regard to the above-noted case.  Please note that the billing information provided to the customer is in accordance with the terms and conditions specified in the contract when the customer placed his initial order.

  
  Given the sensitive nature of these complaints, we ask that the customer contact us directly regarding his concerns so that we can better address the issue and clarify the terms of the contract.  Please note that our responses are necessarily general as we cannot publicly disclose details regarding our contracts with individual clients.

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

  
  Thank you again for bringing this concern to our attention.

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

  Customer response

  11/30/2022

  ********,

   

  I do not accept your response.  I have contacted your credit team no less than 10 times.  They have been unable to credit the now $9.99 that ************************* at Southwest Collections says that I owe.  Multiple credits have been applied to my account.  Please take these credits and eliminate this $9.99 charge.  Also, please remove me from *************************' automated email list.  He sends harassing emails every other day with varying and incorrect amounts owed.  Any invoices should be mailed to my office.  Please have one of your representatives contact my office at ************.

  Thank you,

  ****

  Business response

  12/07/2022

  December 7, 2022

  
  Better Business Bureau
  Complaint Department
  1010 **************.
  *******, ** 85014-4585
  
  RE: Complaint ID #********

  
  To whom it may concern:

  
  Thank you for contacting Align Technology with regard to the response to our reply.  Our team has been in connection with the office to provide additional information regarding the charges and processes for collecting on the charges in accordance with the terms and conditions specified in the contract when the customer placed his initial order. 

  
  Given the sensitive nature of these complaints, we cannot provide additional details as we cannot publicly disclose details regarding our contracts with individual clients.

  
  If the customer needs additional clarification, he can contact *************** at **************** regarding his account.

  
  Thank you again for bringing this concern to our attention.

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

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HI, I bought a full course of Invisilign several years ago in **.I need some trays, as i lost my retainer. The dentist I used is in ** but I live in ******* now.I am also a teacher on a very strict budget during a pandemic, so I cant afford to pay another **** dollars for 3 trays.I went to the BBB and saw that Invisilign responds to most complaints the same way, redirecting all issues back to the original dentist, leaving customers very unhappy.Please understand, I am in *******, the dentist is in **********.I would be grateful if Invisilgn could direct me to someone in ******* that can make 3 trays for me, at their special request.Further, when I went to their site to send an email about all of this, their email form doesnt work. That is DELIBERATE. I have attached screen shots of their marketing lies. I tired the site several days in a row to see if it was a fluke. It is not. Invisilign LIES on their site, provides NO WAY for dissatisfied customers to reach them, and hides behind dentists, sending form responses to everyone here on the BBB.Frankly, they should be ashamed of themselves. I am shocked and will be sharing ALL OF THIS with my gigantic (truly) social media following. There are now plenty of alternatives to the vintage Invisilign. This company should wake up to the reality that ******* is changing and companies that essentially steal and call it 'our policy' are heading towards extinction.Thank you.

  Business response

  05/20/2022

  May 20, 2022

  
  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.  Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.  Since these are prescription medical devices,we cannot send or sell these to a patient directly; issuing of a prescription is at the treating doctors discretion. 

  
  Given the sensitive nature in that this involves a medical device and procedure, we cannot publicly discuss or disclose details regarding our customers or their patients so our responses to this site are necessarily vague.  Consumers wishing to contact us directly can reach us at **************** between the hours of 7am-4pm PST, Monday-Friday, or e-mail us at *******************************************************   

  
  Thank you again for bringing this concern to our attention.

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

  Customer response

  05/24/2022

  hello and thank you for your response. To clarify, you confirm that a dentist with Invisilyn here in ******* will meet with me, take an impression and permit me to purchase only three trays as needed and I will not be required to purchase the entire 5-6k Invisilyn treatment? I would appreciate you being VERY clear. Please do NOT now reply with its up to the dentist.  Are your dentists permitted to make only three trays and is this standard or an exception in my case?

  Business response

  05/25/2022

  May 25, 2022

  
  Better Business Bureau
  Complaint Department
  1010 **************.
  *******, ** 85014-4585
  
  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; therefore, the determination of the appropriate prescription is up to the treating doctor.  

  
  As shared previously, InvisalignSystem 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.  Since these are prescription medical devices, we cannot send or sell these to a patient directly.

  
  Given the sensitive nature in that this involves a medical device and procedure, we ask that the patient contact us directly if there are any additional questions.  Consumers wishing to contact us directly can reach us at **************** between the hours of 7am-4pm PST, Monday-Friday,or e-mail us at *******************************************************   

  
  Thank you again for bringing this concern to our attention.

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

  Customer response

  05/31/2022

  Hello,

   

  Thank you but no to the page of evasive and deceptive wordage.

  In the history of your company, has any dentist ever prescribed 2 retainers for a patient? If not 2, then 3? 4?

  Please share with us the lowest number of trays a patient has had and the dentist's info. I am happy to travel to reach the right dentist.

  Thanks.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started Invisalign back in 2019. Things were ok until I had to get a root canal during a routine aligner visit in March 2020. A few days after I got the root canal, I got really sick and ended ** in a coma for 10 days. I ended ** being in the ICU/physical therapy for about 4 months. I had some PTSD about going back to the original dentist and transferred the case to another local dentist. Everything seemed to be fine until July 2021 when the new dentist had to cancel my appointment and close their office for several weeks due to a COVID outbreak. This was unexpected and I had to relocate cities while the office was closed. Because of the pandemic, it wasnt easy trying to book an appointment with an Invisalign provider and wait several months for new patients. My only aligner broke and had no back *** since my dentist didnt give me a new set. My newest provider said that I would have to start treatment over as they couldn't transfer the case. I tried to contact Invisalign twice. The first time the rep said shed get someone to look into it and no one ever did. The second time Align Technologies said that I had to go through my original provider, but Im not getting any information from them. Im frustrated because Align Technologies seemingly passes the buck and keeps putting the blame on the provider. But Align is in charge of my case. Youre not told about any of this when they take your insurance/credit card payments. This is very frustrating because I lost over $3000 and still have the buttons on my teeth. Had I known that a pandemic can s**** up your treatment, I would have gone for traditional braces instead.

  Business response

  04/15/2022

  April 15, 2022

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

  
  Thank you again for bringing this concern to our attention.

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  need replacement upper retainer, have to go through my dentist, she want to do another mold which isn't required, so, I have to pay 300$, and invialign is saying "this needs a prescription, you'll have to go through your doctor" which is my dentist who wants to charge me 300$ for a REPLACEMENT retainer, which my mold was ALREADY done. I had to wait about 36 hours to speak with someone basically said, can't help you, go to your dentist. This is a rip off, I'm unhappy with customer service, the product itself is shoddy, already have to replace a retainer, and now I have to pay my dentist more money (I've already paid ******* dollars for the procedure), the payment plan was never broken down for me, and now I just want a replacement retainer, and can't go direct to invisalign, have to go through my dentist and pay 300$. Very Upset. ADDITIONALLY, originally my dentist's office worker told me that my insurance would cover this procedure, which it didn't!!!!

  Business response

  03/02/2022

  March 2, 2022

  
  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.  Manufacture 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 or retainer during treatment, Align is happy to assist the Treating Doctor in addressing these concerns.  However, any patient concerns regarding these elements must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions and the agreement between patient and office, including pricing for that arrangement. 

  
  Thank you again for bringing this concern to our attention.

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

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began my Invisalign treatment in December 2020 & had 13 trays. My treatment ended in May of 2021. I am not happy with the outcome of my treatment, as I paying $6k+ for a service that doesn't even match the scan I was given. I was shown how my teeth would look at the end of my treatment which showed straight touching front teeth. My two front teeth still do not touch and I have no resistance or "snap" when I floss. I even notice how my teeth have a slight angle still in my photos. My main reason for getting Invisalign was clear- I wanted a closer smiler as my teeth had shifted after having braces in high school. I feel slightly more confident with my teeth, since they do appear closer than before, however; it feels like my treatment was cut short. I went into this knowing my teeth weren't going to need MAJOR work and I was happy to pay the price knowing I would feel better about my teeth in the end. I just feel like the work is incomplete. I'm asking for a discount with my service because I feel that the Invisalign technology created a false representation of what my teeth were going to look like.

  Business response

  02/17/2022

  February 17, 2022

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

  
  Thank you again for bringing this concern to our attention.

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

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My orthodontist has ordered "Invisalign" retainers for my 17 year old daughter AT LEAST THREE TIMES. They were ordered as retainers following the removal of my daughter's braces.I paid the FULL cost for ongoing treatment and adjustments using INVISALIGN RETAINERS ahead of time. Then, after comprehensive xray scans of my daughter's jaw and teeth, we made a follow up appointment up appointment to pick up her Invisaligners" and ensure a proper fit.But:They didn't come in.So,...We Rescheduled.But they didn't come in - AGAIN.I am a physician, so, more often than not, I have to reschedule a half day's activities for any medical appt. I'd did that 3 times - but still had NO INVISALIGNERS.2022: - My daughter gets another appt to pick up the aligners...I take a half day .But the aligners don't fit because:MY DAIGHTERS BITE HAS SHIFTED... because it wasn't RETAINED. OK...So her jaw needs to be RESCANNED.("OK," I tell myself... "as long as she doesnt start glowin' in the dark...")And then WE RE-ORDERED THE INVISALIGNERS. - *AGAIN.*And I cancelled my afternoon patients - *AGAIN.*And my daughter missed her classes - *AGAIN.*And ...THEY DIDN'T COME IN...*AGAIN.*So, here's the bottom line: I'm not complaining about the DOC.I like our doc... but if this is the fault of the doc, I will certainly let you know.What I know is that I CANNOT GET ANY INFO FROM INVISALIGN BECAUSE I AM NOT "OFFICIALLY" THEIR CLIENT...and the one other thing I know is this:IT'S NOT OK. IT'S NOT FAIR TO OUR KIDS.ITS NOT FAIR TO CONSUMERS.End of complaint,***************************, MD ************ I cancelled two afternoons of patient appointments and yet... they THEY never came in... By the time we were able to get back in her teeth had shifted and refitting (as well as repeat radiographic tests) were needed.At that point we SCHEDULED ANOTHER APPOINTMENT- (to pick up the aligners and ensure they fit properly (

  Business response

  02/17/2022

  
  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 patient concerns regarding 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.  Our contractual agreements prohibit us from discussing any details of our transactions with the office with anyone other than the holder of the account; this includes order status details.
  
  Thank you again for bringing this concern to our attention.
  
  Sincerely,
  ********, Invisalign North ********************* Team
  ref:_00Di0drII._5006S1sLatQ:ref

  Customer response

  02/19/2022

  Align appears to be effective at the following: avoiding accountability and stonewalling. Attempting to shield themselves from liability by hiding behind their contracts with providers, they then proceed to simultaneously stonewall their actual providers. Using medical providers for cover while ALLOWING PARIENTS TO SUFFER HARM IS UNACCEPTABLE.
  
  Any company providing health care devices or medications should recognize that by now.

  Business response

  02/23/2022

  February 23, 2022

  
  Better Business Bureau
  Complaint Department
  1010 **************.
  *******, ** 85014-4585
  
  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 and the agreement between patient and office.

  
  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.  

  
  Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.  However, given the sensitive nature of these complaints, we will reach out to the patients Treating Doctor to determine any additional support needed at this time.  Any further communication to the patient regarding this will come from the Treating Doctor.

  
  Thank you again for bringing this concern to our attention.

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

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed new retainers. My dentist did the molds and I was provided Vivera retainer by Invisalign. I have contacted Vivera through the online form. It was ignored. I contacted on instagram and have proof now of three times. I then contacted Invisalign through the form and posted a negative comment on Instagram. They replied on instagram how someone will be contacting me. No one has. I called the corporate number and left a message. No one has contacted me. The retainers are loose. They have allowed my teeth to move. My previous non-Vivera retainer is not even able to get on my teeth anymore because of how much Viveras retainers allowed my teeth to move. Vivera and Invisalign have asked for my name number email and patient #, which has been given twice, they still ignored. This has been weeks.

  Business response

  12/01/2021

  With regard to Complaint ID ********, we did speak with the consumer directly on November 2, 2021, to address her concerns, and she was provided our contact information if additional support is needed.
  
  Thank you again for bringing the concern to our awareness.
  
  Sincerely,
  ********, Invisalign North ********************* Team

  Customer response

  12/01/2021

  This company finally called me after ignoring me for a while and told me to talk to the dentist. I did. The dentist told me to talk to this company. No one has done anything. 

  Business response

  12/06/2021

  December 6, 2021
  Better Business Bureau
  Complaint Department
  *************************************************************************************************************************************************************************************************************************************************************************************
  
  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/retainers 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 or retainers 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.  Therefore,the patient was directed to speak with her doctor regarding any next steps for her concerns.

  
  Thank you again for bringing this concern to our attention.

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

  Customer response

  12/14/2021

  The dentist told me to contact invisalign. I did. They ignored calls, forms filled out, and messages through social media. They only now responded to 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. ↩