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Business Profile

Medical Equipment

Dentsply Sirona

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In September I started my Byte Aligners journey. I paid $3498 for the service and financed through Care Credit. They delivered a certain number of top and bottom aligners and stated when I was finished with those to let them know and they would deliver the remainder of the bottom aligners along with the retainer for the top. In December I reached the end of my aligners and reached out for my top retainer and remainder of the bottom aligners. The top retainer was delivered although I had to reach out twice and do a support ticket because they didnt deliver the first time I requested, but regardless the top retainer was delivered. However, my bottom continuation aligners have not been delivered. I have requested multiple times. My account t says my treatment is on hold. This is unacceptable, I paid for the FULL service up front and now they arent sending what I paid for. I would like my aligners sent immediately OR a full refund.

    Business Response

    Date: 02/13/2025

    Hello! Thank you for reaching out to us regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

    Customer Answer

    Date: 02/15/2025

     
    Complaint: 22926338

    I am rejecting this response because they are giving me the same run around as before. 

    I want my aligners delivered or a refund immediately. 

    Sincerely,

    *** ***

  • Initial Complaint

    Date:02/10/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I first ordered my Byte aligners in Feb of 2024. Upon visiting my dentist a few months later, they ordered me to stop using these aligners, as they were causing further issues and not addressing the large issues I have. I received a refund for my portion ($1,721.50) but have been waiting for them to refund my insurance company ($972.50) in order to reclaim that amount towards my lifetime benefit maximum. In addition, they seemed to use a retired dentist to file the initial claim through. I reached out to his office and he has been retired since COVID. I have not been able to get anyone on the phone, and when they contact me via email, they always say they refunded me, even though I am specifically inquiring about the money my insurance company needs to receive back.

    Business Response

    Date: 02/11/2025

    Hello! Thank you for reaching out to us regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I entered into an agreement for dental and orthodontic services with ******** around July 2023 to correct misaligned teeth. I was evaluated by ******** through mail-in dental impressions and was considered a candidate for their treatment. In August 2024, my service was halted before the completion of my treatment. I stopped receiving updates about my treatment plan's retainers. I contacted customer service multiple times, only to be told to wait. Ultimately, I was informed that the *** suspended ********'s operations. Consequently, my treatment plan was and has been halted indefinitely. Further communication with ******** required me to sign an acknowledgment of the *** suspension before I could speak with anyone about my treatment. So, let me be very clear: I was forced to sign something to continue communicating with my treatment team, a team that was supposed to ensure my treatment plan was carried out as we had discussed. In short, ******** is in breach of contract, as they will not and seemingly cannot complete my treatment. I have straighter teeth than I did when I began treatment, but where am I supposed to go from here? I want a full refund, not a partial refund. What am I supposed to do with partially straight teeth?

    Business Response

    Date: 02/06/2025

    Hello, Thank you for reaching out to ** regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

    Customer Answer

    Date: 02/12/2025

     
    Complaint: 22874895

    I am rejecting this response because: I am in an agreement with an online/app-based orthodontist, Byte. My agreement with Byte, and ****'s business model, does not require visiting a dentist or orthodontist. I am now being told that visiting a orthodontist/dentist is required to complete Byte's treatment. This is not what I paid for. I am sorry Byte got in trouble with the government, but that is on them. I want my money back.

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

    I paid for a product AND service I did not receive. How is this not a plain and simple refund?

     

    That is one sentence for every recent month I have not been treated or served due to Byte's ongoing regulatory problems.

     

    I want my money back. I read so many stories online with screenshots of refunds from Byte.


    Sincerely,

    **** ******

    Business Response

    Date: 02/13/2025

    Thank you for your follow-up message. We truly understand your frustration and are here to help in any way we can. However, we are only able to provide assistance through our official support channels listed on our website. This ensures that your request is handled securely, accurately, and by the appropriate team. We kindly ask that you reach out to us via one of these methods so we can address your concern promptly. Please visit ******************************************* further details on how to contact us directly.

    Customer Answer

    Date: 02/14/2025

     
    Complaint: 22874895

    I am rejecting this response because: I have around one hundred emails with support. Im now being told I have go to a physical dentists office if I want my treatment completed. Hey, ********, not going to a physical office is why I purchased your services. Treat me as we agreed or refund like any normal business does. You cant treat me as agreed, so refund me. This is an awful, awful business practice.


    Sincerely,

    **** ******

  • Initial Complaint

    Date:01/28/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing this complaint against for failing to issue a refund that was approved on 11/13/2024. The company breached its contract, and despite repeated attempts to resolve the issue, I have not received the refund after three months.On 11/13/2024, Byte acknowledged that a refund was owed to me due to their breach of contract. Since then, I have been consistently met with delays, excuses, and unfulfilled promises of resolution. This extended delay violates consumer protection laws in ************, which require businesses to act in good faith and resolve disputes within a reasonable timeframe.I am requesting the immediate processing and disbursement of my approved refund.

    Business Response

    Date: 02/06/2025

    Hello, thank you for reaching out to ** regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business owns Byte. **** authorized a full refund of aligners I purchased from them, on 12/04/2024. An amount totaling $2,544. They told me I would receive my refund no later than 1/03/2025. I have received nothing. I am making this complaint against Dentsply Serona because its unclear if Byte is even in operation anymore.

    Business Response

    Date: 02/06/2025

    Hello, Thank you for reaching out to ** regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

  • Initial Complaint

    Date:01/10/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In July of 2023, I was approved for Byte aligners. I was told that the treatment would take about 4 months to complete. Since then, I have been given multiple refinement aligners, as well as overcorrection aligners. As of January 2025, even though according to my "Byte Treatment Plan" I have finished treatment, my teeth need additional treatment according to my dentist. My dentist has also stated that I should not have been a candidate for clear aligners and that the treatment from Byte has caused additional problems that need to be corrected now, such as my molars no longer touch. On November 25 2024, **** stated that they were issuing a full refund and that it could take up to 30 days for the refund to process. As of today, January 9th 2025, Byte is stating that it may **** *-8 for a refund and that they are unsure if they will even be issuing a refund. I also no longer get any responses from a person, just automated computer responses that no longer answer any of my questions or concerns.

    Business Response

    Date: 02/04/2025

    Thank you for reaching out to us regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Beginning on 12/7/21 I started orthodontic treatment (braces) with Dentasply/Byte. On 12/20/21 I paid them $1,695.00. Invisible aligner treatment was supposed to take just a few weeks.I have participated in treatment as directed by them and suffered with receeding gums SEVERELY for one tooth and more importantly my dentist was concerned that my jaw/teeth no longer touch on one side.Ive gone through multiple rounds of refinement attempts with them and getting treatment support has been a nightmare. They dont respond and arent willing to help or even do a video call with an actual dentist/**************** they refuse to reply because I wont sign a waiver releasing them from liability after they got in trouble with the ***. Their investors have also filed a lawsuit. I would like a refund so I can finish my treatment elsewhere. I cannot receive a refund to the original account because I closed it years ago.Instead a check will need to be mailed to me:**************************************************************************************************

    Business Response

    Date: 02/06/2025

    Hello! Thank you for reaching out to us regarding your concern. We understand the importance of addressing your issue and appreciate your effort in contacting us via the Better Business Bureau (BBB). However, we are unable to assist with this matter directly through the BBB platform. To ensure your request is handled promptly and efficiently, we encourage you to reach out to us using the support methods listed on our website. We are committed to providing you with the best possible support, and our team is ready to assist you through these channels. Please visit ******************************************* choose the option that works best for you. We look forward to assisting you further.

    Customer Answer

    Date: 02/06/2025

     
    Complaint: 22774644

    I am rejecting this response because Byte won't speak to you unless you agree to sign a paper releasing them from any liability. I'm not willing to sign since they have caused multiple expensive problems in my mouth such as recessed gums and severe cavities require crowns

    Sincerely,

    ********* ******

    Business Response

    Date: 02/07/2025

    Hello! Thank you for your follow-up message. We truly understand your frustration and are here to help in any way we can. However, we are only able to provide assistance through our official support channels listed on our website. This ensures that your request is handled securely, accurately, and by the appropriate team. We kindly ask that you reach out to us via one of these methods so we can address your concern promptly. Please visit ******************************************* further details on how to contact us directly.

  • Initial Complaint

    Date:12/27/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Byte aligners in July 2024. They sent me half of my aligners with a promise to send the remaining once I finished the first. During treatment, I received notification that they were postponing distribution due to an urgent field safety notice from the ***. I reached out to Byte to request a refund as I did not have the means to go to the dentist to file paperwork and they will not talk to me until I "acknowledge" the notification. Being forced to acknowledge without a lawyer reviewing is not what I agreed to when I purchased these aligners. I filed a dispute with my bank for the portion I paid for and received 1/3 back. The second half was financed through affirm. I filed multiple disputes with them and they told me they are siding with Byte even though they honored other members disputes. I'm at a total loss. Byte and Affirm won't help me get my money back. I have no retainers and am now in a position that Affirm wants to take me to a creditor. There are hundreds of posts in this topic online and everyone in my situation said this is the best way to get support. Please help.

    Business Response

    Date: 02/06/2025

    Hello, Thank you for your follow-up message. We truly understand your frustration and are here to help in any way we can. However, we are only able to provide assistance through our official support channels listed on our website. This ensures that your request is handled securely, accurately, and by the appropriate team. We kindly ask that you reach out to us via one of these methods so we can address your concern promptly. Please visit ******************************************* further details on how to contact us directly.

  • Initial Complaint

    Date:11/20/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Byte broke their contract after telling me that I did not need to see another dentist because they had their own dentist. This lie convinced me to finance actually what the representative demanded. The amount was about $2921. Soon after I questioned why I got some of the Aligners. The Aligners have my gums swollen and I cannot get anyone to help. Once the money exchanged hands I could not get in touch with Byte again. We were suddenly told that we had to pay to see an outside dentist to use Byte. What happened to the Byte dentists? I asked for a refund many times, however, byte will not take my calls or chats. Byte is one big scam to make people finance Aligners that they will not receive. I want my money back to use somewhere that can help fix my teeth.

    Business Response

    Date: 12/10/2024

    Thank you for your feedback. The Byte support team has responded to this matter and considers this complaint to be closed.

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Byte aligners and my 15 week treatment plan turned into more than a year. I have dental crowns that I notified Byte of during my initial consultation. Now, it turns out that **** is discontinuing sales and that crowns are contraindicated. My gums are receding near my crowns. My Byte dentist has not contacted me to ensure proper care. My teeth are not straight as promised, and I would like a full refund to seek treatment elsewhere.

    Business Response

    Date: 12/10/2024

    The Byte support team has communicated with the customer internally and considered this complaint resolved. 

Dentsply Sirona is NOT a BBB Accredited Business.

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