ComplaintsforRemi

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to them earlier this year that id like to cancel my subscription. Yet they refused. Several months later i received an email update that i was due for a renewal in 3 days to which i replied immediately saying id like to cancel it. Yet a few days after they proceeded to charge me without my authorization, saying my next retainers were being sent even though i never sent any impressions from the beginning And so i reached out again to them this yet they refused and had stopped replying to my inquiries. Are they just gonna send me some random retainers just to take my hard earned money with no regards to my dental health?

  Business response

  08/06/2024

  Dear Customer,

  As per our records your subscription has been successfully Cancelled. We are attaching a screenshot of your account for your references.

  Best

  The Remi team

  Customer response

  08/07/2024

   
  Complaint: 22086202
  
  I am rejecting this response because:

  Even though it was it was cancelled i was still charged for a renewal on 7/26
  
  Sincerely,
  
  Zjy ****

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have repeatedly asked this company to stop sending me emails. They continue to ignore my requests and send junk/unsolicited emails. I want them to stop.

  Business response

  08/03/2024

  Dear Customer,

  You have been removed from our marketing list. 

  Best

  The Remi team

  Customer response

  08/04/2024

  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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally reached out to Remi (I believe in 2019) to obtain a home nightguard impression kit. The kit was advertised as "Free" with no shipping (See Capture4.JPEG). I NEVER returned impressions and therefore NEVER activated a membership account. I ignored several emails I received from Remi offering assistance to begin my membership because I no longer required their service. In 2024, approximately 5 years after my first contact with Remi, they erroneously charged me for services I have NEVER received. On 4/19/24 I was charged $96.36 and 8/24/24 I was charged $104.74. I have made several calls to the company on 7/25 and 7/26/2024 and left multiple messages requesting a call back that have gone unanswered. I am requesting a full refund.

  Business response

  07/26/2024

  Hi ******,

   

  Thank you for reaching out. We have assigned a dedicated agent to your specific case that will be reaching out within the next 24 hrs to provide the best possible outcome.

  Best

  The Remi Team

  Customer response

  07/27/2024

   
  Complaint: 22050242
  
  I am rejecting this response because the company has only promised to contact me in "24 hours". I have not been contacted by phone or email. Therefore, my case is not resolved and shouldn't be closed. I look forward to speaking with a Remi representative. 
  
  Sincerely,
  
  ***************************

  Business response

  08/03/2024

  Dear ******,

  As per our records, you have been refunded and your subscription cancelled. 

  Best,

  The Remi Team

  Customer response

  08/05/2024

  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

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Be careful using Remi! I'm being charged for retainers that i have never received and they even have me paying for a subscription. The subscription should be sending me new retainers every six month. however, they don't even have my impressions done. Remi sent me a ***** tracking number but my shipment has not left the building in three months!!! They completely messed up my order but it doesn't stop them from charging me. I've contacted their customer to have them send the shipment but they haven't. To make matters worse, they keep calling me by the wrong name and giving me the wrong subscription information. They have even shared my information with another customer! I'm done. I just want my money back for the retainers that i never received and cancel the subscription.

  Business response

  07/26/2024

  Hi *******,

  There might have been an issue with your account. But I was able to locate a subscription under the name submitted in here and cancelled it.

  Best,

  The Remi Team

  Customer response

  07/27/2024

  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

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an impression kit in late 2022. I received the kit, however, since then I started doing research into the company and read about the many complaints, slow service and people never receiving their night guards so I decided to not proceed with sending back the impressions, figured I would just eat the cost, ****** learned. However in January of this year (over a year later!) Remi decided to automatically enroll me in their subscription service and keeps charging me for subsequent impressions despite me never having sent back the kit. Then again in July I was charged again. For what??? How can they just automatically enroll me in this subscription despite 1) my never having agreed to that and 2) never having received my impressions? How can you charge me for additional night guards when you never received my impression kit to begin with??!! What exactly is this charge for??This company is not only dishonest but theyre outright fraudulent. You try to call the customer service line but youre put on hold only to be directed to a voicemail box where no one will return your call. I have no choice but to take it up with my credit card company and try to get the charges reversed. You cannot charge me for something when youre not even able to deliver a product since I never sent the impressions back! This is outright theft. There is no way to cancel this subscription, no way to stop the service or to get a refund. Hopefully the chargeback with my credit card company resolves it since Remi clearly has no intention of making things right.

  Business response

  07/26/2024

  *******,

  We understand the the experience you have had was not the desire one when you first purchase. I was able to locate your order and had assigned an agent to contact you within the next 24 hrs to resolve your issue.

  When you first purchase you selected the discounted price offered for those who sign for the club, therefore you are enrolled. But worry not, we will be calling you to resolve this matter in the best possible way.

  The Remi Team

  Customer response

  07/27/2024

   
  Complaint: 22010216
  
  I am rejecting this response because:
  
  I absolutely did NOT sign up for this club and there is zero indication that I signed up for it based on the lower price you mention. The emails from November 2022 when I first purchased the kit show nothing of the sort. This is theft and fraud and I need a refund for this right now. 
  
  Sincerely,
  
  *****************************

  Business response

  08/02/2024

  Dear *******,

  I have checked our records and your subscription has been successfully cancelled.

  Best,

  the Remi Team

  Customer response

  08/05/2024

   
  Complaint: 22010216
  
  I am rejecting this response because:
  
  I have not received a refund for the two months you fraudulently charged me for a subscription. Until I receive a refund this will not be considered resolved. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried repeatedly to cancel a subscription after receiving a poor-quality product. The company not only has not cancelled my subscription, they continue to send me kits to make new molds (even if I were keeping the subscription this would not be necessary since they already have molds of my teeth which they confirmed in writing), and they have been charging me for these unnecessary kits.I want confirmation that my subscription has been cancelled then no further contact from the business. I want them to leave me alone.

  Business response

  07/26/2024

  Dear Customer,

  I can see in your account that your subscription has been successfully cancelled.

  Best

  The Remi Tribe

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to Remi's mouth guard program ***** months ago and opted not to continue with the program. In January 2024, I was charged for the subscription renewal. According to their website, subscriptions may not be cancelled on line and the the only way to do so is to contact their customer service. I was able to connect with a representative in January 2024 who reversed the charge and assured me the subscription was cancelled this time. On July 12, 2024, I was charged for the subscription again. However, it appears that their phone # and chat are no longer functioning. I am seeking a full refund, removal of all of my information from their system to ensure I am not erroneously charged for this subscription again.

  Business response

  07/26/2024

  Good evening ******

   

  I can see in our records that your subscription has been successfully cancelled. Please let us know if you need any further assistance

  Best,

  The Remi Team

  Customer response

  07/29/2024

   
  Complaint: 21990733
  
  I am rejecting this response because: my subscription was cancelled but they initially refused to refund the subscription charge. After almost 1/2 hour on the phone, the person I spoke with finally put me on hold to get approval.  They seemed to reluctantly agree only because I would not take No for an answer. I'm fine with the case being closed but want the record to show that they insisted they could not refund the subscription because I never sent in the original molds. They never did any work for me other than send me a kit, had refunded the previous subscription charge the first time I attempted to cancel, and assured me my card would not be charged again. I do not trust that they will not charge my card again and now have to get a new card and deal with changing the reoccurring charges associated with the card. My time is valuable and I don't appreciate it being wasted as result of unethical business practices.
  
  Sincerely,
  
  ***********************

  Business response

  08/02/2024

  Dear Customer,

  As per our records, your last order has been refunded and your subscription has been cancelled.

  Best,

  The Remi Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We attempted to use Remi's product, but after multiple failed attempts because of their process methods, we cannot get a sample to use their product. The company continues to charge us for products and services they never delivered to us. They tried to charge us $93.72 before we even received their product. My wife got the refund, but now they have charged us $93.72 AGAIN, and then they charged us for $160.24 for something we don't even know. If one more charge comes out, we will be suing this company for illegally using our payment methods without approval. The charges they have already issued are grounds for a lawsuit as is. They will not answer the phone or emails. We are giving them until Sunday to refund us ALL of the money, or will be taking legal action against this unprofessional company. They have charged us $350 without our approval, and they know they did it intentionally. Companies are doing this more often now because people are not checking their bank accounts and its slipping through. REFUND US NOW, OR WE WILL TAKE YOU TO COURT FOR 50 TIMES THAT AMOUNT.

  Business response

  07/12/2024

  Hi ******** *******

  Upon reviewing your account we can see that the charge of 160 usd is your original purchase and the 93 following charge (not refunded) is the first renewal of your subscription.

  There is also a charge of 93 usd that was refunded when you cancel the order.

  We could see that when you originally purchased the product you selected the discounted price for customers joining the club. In order to cancel the subscription you have to go through at least 1 renewal or pay the difference between the original price and the discounted price that you selected.

  We have assigned an agent to contact you within the next 24 hours to resolve the issue in the best possible way.

  Best

  The Remi Team

  Customer response

  07/12/2024

   
  Complaint: 21965623
  
  I am rejecting this response because:

  It is clear by how your company conducts its business that it doesnt care about anything but money. We tried multiple times to get the mold to work and it did not, but yet you continue to charge us for a service or good that was unable to be provided. The process you use to get the mold to work properly is lacking to say the least, and until we receive a working product, we should not pay a dime. We seek a full refund for all the money we have been charged, otherwise we will be taking legal action, and I will be releasing all the phone records, messages, pictures, and the experience we have had in a full article online. To take advantage of a customer like this financially and then provide no support for a flawed product is the most unprofessional thing a company can do. You need to refund us all the money we have been charged, send us another kit, and if the products system works, we will gladly pay for your services, but as of now, you will give us our money back because you have not provided us with anything other than cardboard box filled with Play Doh.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb 13, 2024 I paid Remi ***** to fulfill a repeat subscription for nightguards I had previously received. I received nightguards for teeth that did not fit and frankly were not my teeth. I went through multiple contacts and follow *** with Remi to get correct guards. They even sent new impressions which I took and returned. This took 10 weeks. They advertise a Rush Order option on their site for 4 days! The new nightguards matched exactly the last set I received - which did not remotely fit. They cannot offer a timeframe to replace, I have had to follow up to get it corrected many times and it has now been 5 months of a runaround. I need mouthguards and will need to get them from someone else.

  Business response

  08/16/2024

  Hi *****, Thank you for bringing your concerns to our attention. We want to sincerely apologize for the frustration and inconvenience youve experienced with your order. We deeply regret that, despite our best efforts with a redo and new impressions, we were unable to provide night guards that fit correctly. We understand how disappointing and time-consuming this process has been for you, and we are truly sorry for the ongoing issues. Please be assured that we have fully refunded your order as of July 17, and your subscription has been canceled. We recognize that this has been a difficult experience, and we apologize for not meeting your expectations.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered in impression kit from REMI and then decided I would just get a guard from my dentist. They claim I signed up for a subscription, so despite me never sending in a kit (so, the only cost or work for them was sending the original kit), they still charged me for a new night guard a few months later and refuse to refund me and wouldn't allow to to cancel my subscription the first time that I asked. Now they say the only way for me to cancel is to just be out the money for no product and that's the end of it.

  Business response

  07/24/2024

  Hi ******,

  I can see in our records that your subscription has been cancelled already.

  Best

  The Remi Team

*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. ↩