ComplaintsforThe Clear Guard

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transaction: 1/24/2024 Amount: $215.68 Description: #**** impression kit and ****** retainer Date of transaction: 2/13/2024 Amount: $16.62 Description: #**** impression kit Contacted clear guard regarding the update on the following date. No response from them 2/28/2024 via email (can provide if needed)6/3/2024 called them twice and no one answered Response via email from them when they received the 1st impression kit on 2/6/2024:We've received your impressions and they look good! Your order is now in production. The same day your custom dental appliance ships to you, you will receive an email with tracking information and an approximate day and time of delivery from USPS.But received another email on 2/13/2024:Unfortunately, the upper impression is very distorted. Please order a new upper impression kit. We will rush your order at no additional cost.They obviously lied about the rush as it is already May, unless they have other definition of it.At this point, I dont want them to send the impression kit anymore nor work on my retainer, I want my money back

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a sleep apnea oral device from ******************************************* on September 4, 2023 (Order #****) for $479.81. Upon receiving the device on October 6, 2023, I discovered the upper portion didn't fit properly, causing it to continuously fall off. I contacted Clear Guard's customer service via their website chat feature, and they offered to remake the upper portion based on my dental impressions. Following their instructions, I returned the entire device with a note specifying the need for a tighter fit on the upper portion. I paid the $19 shipping fee. Unfortunately, the upper portion fit even worse when I received the remade device in December 2023. It had been made larger/looser despite the instructions.I promptly contacted customer service again via chat to report this. They assured me they would remake the upper tray. However, I never received instructions or a shipping label to return the device, so I sent a follow-up email in February 2024.After no response to the email, I finally contacted customer service again by phone. They advised me they would remake the upper tray, but I needed new dental impressions. They sent a complementary set of impression trays for this purpose. However, upon attempting to use them, I found they didn't fit properly and were unusable for making impressions.When I called customer service on May 5, 2024, to report the issue with the trays, they insisted I had ordered the wrong size. I reported that I'd previously spoken with customer service by phone and had not "ordered" the impression ***** personally. Despite my attempts to explain the situation and the sizes marked on the trays, they insisted that customer service could not place orders for customers by phone. Frustrated by months of unsuccessful attempts to resolve the issue, I informed them I would be filing a complaint at this point.I believe *** exhausted all reasonable avenues for resolution with the Clear Guard over the past eight months.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Transaction: 7/10/22 Devices did not fit or work. My gums bleed excessively. Originally it seemed as if they were attempting to trouble shoot. I now see it was all a stall so I could not dispute with my credit card company. Bottom line they stated I could get a partial refund and sent me a return label. I sent the devices back and they never issued my partial refund and they refused to respond. See screen shots of email conversations and shipping confirmations that the devices were shipped back to them.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 22, 2021, I ordered a retainer kit from The Clear Guard to make impressions for permanent retainers. This cost $127.50 and was paid in full; I received the kit in the mail shortly thereafter. I put off completing the impressions but finally did and sent them back to the company to make my retainers in December of 2022. After not hearing anything and not receiving back my retainers, I emailed the company on February 6, 2023, asking for an update. I included my order number and received a quick reply that they would be looking into the order and would get back to me (email attached). Since this time I have sent 3 additional emails and left a voicemail asking for a response and received no reply and no retainer.

  Business response

  06/13/2023

  Hi ********,

  Accept our apologies for the inconvenience you've experienced with your order. This is not the level of service we strive to offer our customers. We would like to make this up to you by shipping you 2 free impression kits to make for you one upper and one lower clear retainer at no charge. We are also prepared to rush your order, 2 working days, at no extra charge.  Let us know how we can help make this better for you. Sincerely, Team Clear Guard

  Customer response

  06/13/2023

   
  Complaint: 20081336
  
  I am rejecting this response because: I have already ordered and received retainers from a different company after not hearing back from The Clear Guard. I would, however, accept a refund, and I am happy to see communication and effort from the company in the interim. Please let me know if this can be done.
  
  Sincerely,
  
  ***************************

  Business response

  06/14/2023

  ***************************,

  We will issue a full refund today.

  Again, our sincere apologies. 

  
  The Clear Guard

  Customer response

  06/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5-1-2023 I purchased the retainer that has two teeth in it; the teeth were way big like a man. Im a petite women and definitely cant use these huge teeth they dont even fit into the retainer and when I opened the box the teeth were sitting beside the retainer do to the fact the measurements are not accurate; the company didnt get my order correct. Im only asking for the $35 fee I paid for these teeth. Even if partial payment. I sent the teeth back I have the tracking number. They refuse to give me any type of refund. They want the retainer too that I paid $200 for it; its accurate on measurements and fit. Why would I send it back?

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a night mouthguard from this company in Jan 2022. It broke in Oct on 2022. I reached out to get a new one made by the company and they said they would be able to do that if I paid a new fee for a different ****** that would suit my needs better. Additionally, they said for extra fees they can keep an electronic version of my mold on file (2 yrs) and add rush service to my delivery. After working with the Clear Guard Team I agreed to the costs to proceed with my order. We had some back and forth over the quality of the moldings and I had to redo my dental mold more than once. I received the shipping postage from the company and resent in my molds in late Dec 2022. It has been a month of contacting them to get a status update on my new EMA ****** which was paid for in full Oct 2022, and they received the mold on Jan 11th as per the tracking. I have sent 10 emails and called and left messages nearly 15 times over the course of four weeks. I have not received an order update for my ****** nor heard from anyone at the organization (with good or bad news) as to when this may be completed. Seems like they either went out of business and took the money and ran or they are not sure how to address my situation, both are unacceptable business practices.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  10/18/2022 - Ordered their sleep apnea ******* Impression kit came quickly *** promptly returned within days.12/01/2022 - email to check on status of device, no answer 12/10/2022 - 2nd email to check status and also just ask for refund, response received...Hi ******,Thank you so much for your email. We have a Sleep Apnea device made in the same time frame yours should be finished. During the manufacturing process, the name and order number was cut off the order form. Be so kind and email several close up photos of your teeth, left, center and right sides so that we can match your device to your teeth. Once we get the photos, we will have an answer for you within a few minutes of getting your email.12/10/2022 - I responded with photos. 12/16/2022 - I had not heard back so I requested a refund again, then received a response Hi ******,Sorry for the delay. This is indeed your EMA ******* It ships today with 2 day courier service. Keep in mind, it ships with signature required. I'm also including foaming cleanser and an AM Aligner, $150 total value as a gift. 12/16/2022 - I accepted 12/19/2022 - I received the package. Not only was this not the device I ordered, but it was not made to my impressions (not even close to fitting). Requested refund via email 12/22/2022 - email sent for refund request 1/2/2023 - email sent for refund request I have yet to hear back.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a night guard kit on Nov 2nd, submitted it back to them within 5 days. After a month of continuous messaging they finally replied and said the mold wasn't the best but they could clean it up and send it off. I asked them to clean them up and ship to me on Dec 1st. As of Dec 13th I still have not received them nor have they returned my inquiries.

  Customer response

  12/18/2022

  This request can be cancelled. They finally replied and said they shipped my order.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a night guard through this company, clear guard. The order is supposed to come with both a base and catalyst putty. It came with 2 catalysts and no base putty. My order was back in august. I have tried atleast 7-8 times calling, leaving voice messages, and emailing. I have received no response at all regarding this issue. Here I am paying for an expedited order yet I can't even reach the office over an issue they caused.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  date of service 8/8/2022 I ordered a nightguard for my teeth, they sent the wrong item . for the last 3 weeks they do not pickup the phone or call me back or reply my e/mails I would like a refund for $71.20 so I can purchase this from another company due to e/mail "read" receipts, i know my emails are read but they are just unscrupulous in business dealings

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/09/28) */ Our customer service team has emailed the customer regarding his order. The customer wants to keep the product and get a refund. Our refund policy is easy to follow. If for any reason you're not happy with the product, just return the product for a full refund. The customer has not returned the product. We are happy to attach more details with our correspondence with the customer. Please mail the product back to us so that our team can issue a refund. Sorry it has come to this, but we do not give refunds until the product is returned to us. Consumer Response /* (3000, 7, 2022/09/28) */ They just wrote to me today perhaps after my complain to the BBB I still haven't received my refund Can you keep this untill this is refunded Business Response /* (4000, 9, 2022/09/28) */ WE HAVE RESPONDED TO THE CUSTOMER'S EMAILS AND INFORMED HIM TO RETURN THE PRODUCT FOR A REFUND. HE WANTS TO KEEP THE PRODUCT AND GET A REFUND. I have attached a link to our returns and refunds policy if he did not see it in the previous emails. ************************************************ Consumer Response /* (4200, 11, 2022/09/29) */ They want pictures of my teeth I offered to return them back instead I have never had anyone ask pictures of my teeth before. But they need to give me the return address Business Response /* (4000, 13, 2022/09/29) */ PLEASE FOLLOW THE RETURN PROCESS LIKE EVERYONE ELSE. WE HAVE ALREADY DONE EVERYTHING TO EXPEDITE THE REFUND PROCESS. TRYING TO MAKE IT EASIER FOR OUR CUSTOMER. We have emailed this customer multiple times including our address and return policy for refund. To expedite the refund process, we kindly ask the customer to email close up photos of their teeth along with the product. We have never had a customer refuse to email close up photos and follow simple return protocol. In fact, our customers are happy with the customer service and attention to detail we offer them. This customer received the quality product, now wants a refund and to keep the product. Stop trying to disparage our company on the****. This is not helping you get a refund any faster. Return the product, get a refund. EASY! ************************************************ Consumer Response /* (2000, 15, 2022/09/29) */ They just confirmed the return address. I will mail it out today. They have been avoiding me for 3 weeks and never answered my calls or emails. I have proof of emails going back 3 weeks where they never responded. Today they got nasty with me for no reason. I have been nothing but patient with them even though they never answer my phone calls or mails. They even responded to me after 3 weeks thanks to the ***. I can't wait to get my refund and be done with this unscrupulous company.

*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. ↩