ComplaintsforAlignerco Corp.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for treatment on 6/29/2024 and its now 09/27/2024 and I still havent been able to start my treatment. I did my teeth impressions the first time via a Zoom session, however, they werent workable according to the company so I had to redo them with a "specialist" via Zoom. I was told the second teeth impressions were good to make aligners and 3 weeks later I got my smile projection. It looked good to me so I went ahead and approved it, however, the day after I got an email saying that my teeth impressions were comprised and not up to the standard (see picture attached) and therefore they would send out my aligners in batches. However, I also chatted with them where "Ele" said that the first aligners would fit me without any issues and that I didnt have to worry about anything. I received them on Tuesday 09/24/2024 and of course, they dont fit as I was promised. They wanted me to pay another 30 dollars for new teeth impressions and start over from the beginning again, I told them I was not interested in doing that, and all of a sudden they could send it for free to me. They should have told me that my second teeth impressions werent good before giving me a smile projection because then I wouldnt have continued with this company. Ive now been referred to a resolution specialist to figure this out. I do NOT want to continue with this company and it clearly states on their website if they determine that youre not a good candidate based on teeth impressions youll get a refund. You shouldnt have to retake teeth impressions multiple times. On Monday 09/30/2024 Im going to go ahead and dispute this charge through Affirm.

  Business response

  10/02/2024

  Respected Better Business Bureau,
  
  I hope this message finds you well. I am writing as ******, the Operations Manager at ALIGNERCO, in response to the recent complaint we received. It is important to mention that the final assessment of impressions is always made by our experts once we receive them in hand, and the customer has not been determined as an unsuitable candidate. We have offered the customer with free materials to redo the impressions, as the set of aligners sent for a fit check did not fit well. Unfortunately, the customer is currently outside the refund timeframe, but our offer for the free materials kit remains valid. We believe that the issue has been adequately addressed at this time.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  This has not been resolved and offering free materials to redo teeth impressions once again does not address the issue that the company has lied to me on multiple occasions! 

   

  ****** ****
  
  
  
  
   
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After high volume interactions with sales and offers in summer 2024, I accepted an offer for treatment service 8/21/24. I received the first of 5 shipping notices. After receiving the third shipping notice and no communication with a person since 8/21/24 (and nothing had actually shipped to me) it became apparent that this company is a scam and I inquired about cancellation on 9/7/24. As a result of my cancellation request, I received another shipping notice of impression kit. I attempted to cancel several more times and received yet more shipping notices in response until I received a response from a ***** ***** on 9/20/24. He states he will resolve my case, to which, I again requested cancellation and refund. After this contact, I miraculously received an impression kit that I have no interest in using because this company is horrible. I question the legality of their practice, they leave issues unanswered and just keep pushing their (so-called) service and product on me when I clearly requested otherwise multiple times. I want my cancellation and refund and I want to stop this company from exploiting consumers. That's what's happening here.Cancellation of $750 order

  Business response

  09/25/2024

  Respected Better Business Bureau,
  
  My name is ******, and I am the Manager of Operations at ALIGNERCO. This complaint has come to my attention, and I am committed to addressing it in a timely and fair manner.
  
  I sincerely apologize for any inconvenience the customer may have experienced. After reviewing the details of the case, the customer placed an order, and we initially shipped the impressions kit as per our usual process. Unfortunately, due to unforeseen issues with the courier, the shipment did not progress as expected. Once the customer notified us of the delay, we promptly dispatched a replacement kit, which was successfully delivered.
  
  We understand that the customer experienced delays and frustration. However, we would like to clarify that while rare, such issues with courier services do occasionally occur. As soon as we were made aware of the problem, we took immediate action to resolve it. Referring to this situation as one that "questions the legality of our practice" or implies a "scam" is not an accurate reflection of the circumstances, as shipping delays are a challenge faced by many businesses that rely on external courier services.
  
  Regarding the customers request for a refund, our resolution team is already in contact with them and working to address their concerns. Rest assured, we are actively managing the situation according to our procedures.
  
  We appreciate your attention to this matter and are happy to provide any further details or documentation if needed.
  
  Thanks & Regards,
  ******
  ******** **********

  ALIGNERCO

  Customer response

  09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is not a resolution because the company has a tendency in my communications with them to imply that there is a resolution but they never confirm the resolution they are referring to. They did NOT respond timely to issues or I would not have received so many false shipping notifications within the initial 2 weeks, prompting me to reconsider my dealings with the company. Then their response to my requests for cancellation and refund were met with more shipping notifications. Even the response to this complaint is cryptic and generalized, trying to pacify and avoid actual resolution of the problem. I have requested cancellation and refund since 9/7/24. This remains my request. If there is legitimate interest in resolving this issue, I look forward to receiving a notice of cancellation and refund as I have requested for several weeks. 

  ******* ***

  
  
  
  
   
  

  Business response

  10/02/2024

  Dear Better Business Bureau,
  
  We appreciate your prompt response and apologize if our previous communication did not fully resolve the matter. We would like to inform you that we have requested the customer to close this complaint and have already approved their refund request. However, the customer has not accepted our resolution. We kindly request the closure of this complaint to ensure a smooth process, as we have approved the refund and provided written confirmation via email.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  10/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ***
  
  
   
  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear AlignersCo Customer Service,I am writing to formally request a refund for the charges made to my account related to my treatment plan. While I received the starter kit, I did not receive the treatment itself, as I opted to pursue care with a different provider.Given that I have not utilized your services beyond the initial kit, I believe it is reasonable to request a full refund of the amount charged. I have attached documentation of my purchase and communications for your reference.Please let me know how to proceed with this refund. I appreciate your prompt attention to this matter.Sincerely,****** ********* ************

  Business response

  09/23/2024

  Respected Better Business Bureau,
  
  My name is ******, and I am the Operations Manager at ALIGNERCO. This complaint has come to my attention, and I am committed to resolving this matter to the best of my ability.
  
  Firstly, I sincerely apologize for any inconvenience caused. After reviewing the details of the case, we have noted the customers request. We are currently awaiting the resolution of the dispute with ******. Once the dispute is settled, we will promptly assist the customer.
  
  To expedite the process, the customer also has the option of withdrawing the dispute, allowing us to resolve the matter more quickly.
  
  We hope to resolve this issue to the customers full satisfaction.
  
  Thank you and best regards,
  ALIGNERCO

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  
  I am writing to address a critical issue regarding the information you have provided to ****** in the dispute over my alignment process. 
  
  You informed ****** that the aligner was sent to my address and provided a tracking number as proof. However, the tracking number corresponds to the **starter kit**, not the aligner itself. In reality, we havent even begun the alignment process. This misleading information has caused ****** to reverse the dispute in your favor.
  
  I request that you provide accurate information to ******, as the alignment process has not started, and you have yet to fulfill your obligation. Additionally, I have reached out multiple times via email without receiving any response, which only adds to my frustration.
  
  Its crucial that this issue is addressed immediately and fairly. Continuing to provide incorrect or incomplete information to ****** could lead to further complications for both parties.
  
  Please respond as soon as possible so we can resolve this matter appropriately.
  
  Best regards,  
  ****** *********
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

  Business response

  10/02/2024

  Respected Better Business Bureau,
  
  We appreciate your prompt response and apologize if our previous communication did not fully resolve the matter. The customer has filed a case with ******, and we kindly request that they contact ****** for further assistance, as we do not hold the customer's funds. As of now, the case has been resolved.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because 

   

   

  As per attachment you can see how the situation looks like 

   

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a treatment plan for $1320. I completed my treatment but my teeth were not aligned. I contacted *********** I was told by Ele via email that I needed refinement for $200 that included an impression kit, only for them to tell me "it didn't take" so I had to pay for another kit. I called and was first told I! Didn't follow my treatment plan and needed to pay for NEW plan. I said absolutely not, I followed my plan and sent in pictures along the way while I expressed my concerns. I said I still have all of my trays and would redo the process if that was the case so he immediately put me on hold for over 35minutes before I hung up and called back. After I called back, I was put on hold for over 15 minutes that time before I hung up called back and got a "manager" (*****). He proceeded to tell me for the results that I wanted would need a new treatment plan. Why was I just now being told this. I had sent in 2 rounds of impressions and they said NOTHING! They only requested that I send pictures of my teeth via the app. ***** said he could try to get me a discount... I declined, I had been sending pictures in during the course of my treatment and they never said anything. He told me a new treatment plan is best because I might not be satisfied with the results of the refinement. I told him I want what I paid for, what they told me would complete my treatment at this point but this is a 100% money grab. When I declined the new plan he told me he will check with their experts to see if I could just get refinement. Ele emailed stating the experts are now saying I need night time refinement that's an additional $200! How did I go from needing refinement, to a new plan to now night time refinement? Which takes longer. My original plan was only 15trays! Why didn't I have 20 to 25 trays? Like they have given other customers. I want a refund for my $200!! They cannot give me what THEY TOLD ME I needed and what I paid for. I'm being scammed out of my money.

  Business response

  09/12/2024

  Dear Better Business Bureau,
  
  My name is ******, and Im the Manager of Operations at ALIGNERCO. I would like to address this matter and do my best to resolve it.
  
  We deeply value our customers and always aim to provide the highest level of care. In this case, after the customer completed their initial treatment plan, they requested further alignment. Upon reviewing their progress, we recommended a refinement, which was not included in the original plan and therefore required an additional fee. Our suggestion to explore a new plan was made in good faith to ensure the best possible results for the customer. Since the customer declined, we respected their decision and did not pursue any changes.
  
  Regarding the impression kit, we regret the inconvenience caused by the need for additional impressions, but this step was essential for ensuring accuracy. The customers treatment plan is now being prepared based on their latest impressions and photos.
  
  As for the refund request, it falls outside of our policys timeframe, and we cannot issue a refund.
  
  We believe that the issue has been addressed appropriately and will continue to support the customer through the next steps of their treatment.
  
  Sincerely,
  ******
  Manager, Operations
  ALIGNERCO

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/26/24 I placed an order for clear teeth aligners. $850 plus tax. I then contacted them via chat within an hour and canceled (they have a policy to contact them within ***** hours of purchase for a cancel. I asked the *** 3x to cancel and they would not.I then received a call from someone who tried to persuade me to not cancel. I told them I was within my rights and to cancel.They said I would get an email and I do not believe they are canceling or doing anything.PLEASE help. I need this canceled ASAP. They seem shady Thanks ***************************

  Business response

  08/29/2024

  Dear Better Business Bureau,
  
  My name is ******, and I am the Operations Manager at ALIGNERCO. I have been made aware of this complaint, and I am committed to resolving the matter.
  
  First and foremost, I apologize for any inconvenience this may have caused. After reviewing the details of the case, I can confirm that ALIGNERCO has sent a confirmation email regarding the refund to the customer, which has not yet been acknowledged. As a result, we consider the issue to be appropriately resolved.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Team AlignerCo

  Customer response

  08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The order is still open and has not been canceled and credited. I emailed them again today.

   

  *****

   

  
  
  
  
  
   
  

  Business response

  09/09/2024

  Dear Better Business Bureau,
  
  Thank you for your prompt response. We apologize if our previous communication did not fully address the issue. We sincerely regret the inconvenience and confusion regarding the customer's refund.
  
  After reviewing the situation, I want to assure you that the refund will be processed today or as soon as possible.
  
  We greatly appreciate the customer's continued communication and apologize for any miscommunication that may have occurred during this process. We are committed to resolving this matter quickly and ensuring a smoother experience moving forward.
  
  Thank you for your understanding, and please feel free to contact us with any further concerns.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  09/10/2024

  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 and the matter has been resolved. This finally appears to be closed out since I have been working diligently since August 26th to cancel this order. 

  If I require anything additionally, I will reach out. Thank you for being the facilitator for this lengthy conversation.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $975 for teeth aligners in November 2023. They created a mock up of the end result of the teeth but I didnt like them. They cannot change it and I do not want to move forward with the service. They refuse to refund my money.

  Business response

  08/11/2024

  Respected Better Business Bureau,
  
  I hope this message finds you well. My name is ******, and I am the Operations Manager at ALIGNERCO. I am writing in response to the recent complaint we received, and I want to assure you that we take all customer concerns very seriously and are committed to resolving this matter to the best of our ability.
  
  First and foremost, please accept our sincere apologies for any inconvenience the customer may have experienced during this process.
  
  After carefully reviewing the case, I would like to clarify that, in line with our refund policy, a full refund is granted when our clinical team determines that a customer is ineligible for aligner treatment based on the teeth impressions received. In this instance, however, the customer has received our services up to this point, and the treatment preview has shown a notable improvement in their smile. We understand the customers concerns, but it appears that they may be seeking a refund outside the timeframe outlined in our policy, particularly as their request pertains to a purchase made almost 10 months ago and with an intention to seek treatment elsewhere.
  
  That said, if the customer wishes to continue with the treatment, we are more than happy to assist them immediately.
  
  We believe this matter has been addressed appropriately and appreciate your attention to this issue.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I want a refund and they are refusing to provide it.

   

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

  Business response

  08/12/2024

  Respected Better Business Bureau,
  
  We appreciate your prompt response and apologize if our previous communication did not fully resolve the matter.
  
  According to our refund policy, a full refund is only granted when our clinical team, after reviewing the teeth impressions in the lab, determines that a customer is ineligible for aligner treatment. In this case, the customer was not deemed ineligible, and their refund request falls outside the designated timeframe outlined in our policy, making it inappropriate for a refund to be granted.
  
  We believe this issue has now been adequately addressed.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up and was provided with a 3D render of my treatment and it looked great, so I agreed with it. I completed the full treatment and I have 1 tooth along my bottom row that is still not lined up with the rest of my teeth. It felt like I was only 85% done with my treatment that I originally agreed to. I contacted customer service and they pushed for me to buy a refinement for $200. I insisted that my refinement should be free because this is not what I agreed on. So they provided me the refinement kit for free. Now I received the 3D render of the refinement for approval, which I am expecting a small amount of movement of my teeth, basically just the rest of the 15% of the treatment plan. But they are wanting to move a bunch of my teeth, even the top row of teeth which I think are perfectly straight. The customer service email from ********************* said my current "over jet is extremely compromised at the moment" and "The frontal view shows that your upper central incisors were slanted to the left, which has been significantly levelled". ***** said this refinement will fix those issues. However, this is AFTER I already completed their full treatment plan. So according to their own people, their treatment plan left my teeth in terrible shape. That completely dismantles the trust I have in their company. I disagree with the emails from ********************* and I think my teeth look great except for that 1 tooth on the bottom row that isn't lined up fully with the rest of them.This is what I want: Change the refinement plan to just straightening out my bottom row of teeth with the most minimal movement as possible to the rest of my teeth.

  Business response

  08/11/2024

  Dear Better Business Bureau,
  
  I hope this message finds you well. My name is ******, and I serve as the Operations Manager at ALIGNERCO. I am writing in response to a recent complaint, and I want to assure you that we take all customer concerns seriously and are committed to resolving this matter thoroughly.
  
  Firstly, I would like to sincerely apologize for any inconvenience the customer may have experienced during this process.
  
  After carefully reviewing the case, we understand that the customer began their first treatment in June 2023, and by July 2023, we had fully shipped their order with detailed instructions. Unfortunately, we did not receive any progress photos or concerns from the customer during the treatment period. It wasn't until February 2024 that the customer expressed dissatisfaction with the results, noting that one tooth appeared to relapse when they were not wearing the retainers.
  
  As a customer-centric company, we requested further information and received photos of their teeth while wearing the retainers. Based on our review, the current alignment matches the projected results. It is important to note that the treatment plan was designed with 18 trays for the upper arch and 20 trays for the lower arch, which should have been completed in approximately 6.6 months. As standard practice in orthodontic treatment, the customer was advised to wear retainers for at least one year post-treatment to allow their teeth to stabilize in the new alignment.
  
  The customer expressed concerns about their teeth shifting when not wearing the retainers and requested additional aligners for one specific tooth in the lower arch. While they acknowledged that there is typically a charge for extra aligners, they requested these at no cost. In the spirit of customer service, we offered to provide additional refinement aligners at no charge, although we believe the initial treatment achieved the desired outcome.
  
  We believe that we have addressed the customers concerns fully and have provided a fair resolution. We kindly request the closure of this complaint, as we are confident that the customer has been well-served. Please find attached the photos comparing the results achieved with the projected outcomes.
  
  We believe that the issue in question has been adequately addressed at this time.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Your first paragraph is a total lie. I never lost my retainers from Alignerco. I did however lose my original retainers from my orthodontist as a kid about 10 years ago. That is the reason I signed up for Alignerco, because my tooth got crooked from loosing my 10 year old retainers as a kid. That has nothing to do with Alignerco.
  
  I've been wearing my Alignerco retainers every single night after finishing the treatment from your company. How dare you lie about me not wearing my Alignerco retainers. I followed your treatment plan perfectly and never missed a night with the retainers to this very day.
  
  To carify, I finished all 18 top trays and 20 bottom trays and I'm wearing the retainers. 
  
  Again, you blame my crooked bottom tooth on me not wearing the Alignerco retainers. That's false. Your entire argument is based on a lie that I don't wear my Alignerco retainers. 
  
  I do NOT accept this response from Alignerco, and once again, I am requesting a change of the refinement treatment plan to finish straightening my bottom tooth like I attached in the original complaint picture. So then I can approve it and receive my refinement aligners and finish straightening my teeth. This is very straight forward. Why are you making it so complicated?

   

  Sincerely,
  

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

  Business response

  08/16/2024

  Dear Better Business Bureau,
  
  Thank you for your swift response. We apologize if our previous communication did not fully address the matter.
  
  We understand the customer's concern about tooth relapse during the day when they are not wearing their retainers. It is important to note that, following treatment, teeth can take time to stabilize in their new positions. Wearing retainers consistently at night, as they have been doing, is essential to helping the teeth settle properly. Please note that the attached picture was taken without the retainers, while the images I previously shared show the customer wearing the retainers. These images align with the projected results, providing clear evidence that the results have been achieved as expected. The initial treatment has progressed successfully.
  
  Regarding the requested modification for the refinement treatment, we have thoroughly reviewed the case. Unfortunately, further adjustments to the treatment plan are not feasible. The current plan reflects the best achievable outcome with aligners alone, which has already been communicated.
  
  The requested modification falls outside the scope of our treatment, and we believe the best possible solution has already been provided. Should the customer wish to proceed further, they are welcome to contact our support team.
  
  We believe this issue has been adequately addressed at this time.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre-paid for the NightAdvantage aligner plan. I was shipped the molds. I attempted my first set of molds and was told I needed to schedule a video call in order to do them correctly. I scheduled an appointment, took time off of work, and a representative failed to show.I have stated three times that I will not work with a company which is so unprofessional that they cannot show to an appointment they asked me to make and have asked three times for a refund, less the cost of the open impression kit.Three times they offer me discounts and ask me to schedule another appointment and do not address my refund request.I paid for aligners that I have not received and will not use. I am not asking for a full refund. I have no problem paying for the impression kit that I used, but the company refuses to acknowledge my request. Now they're also threatening with a "final attempt" to resolve the issue.

  Business response

  07/25/2024

  Respected Better Business Bureau,
  
  My name is ******, and I am the Manager of Operations at ALIGNERCO. This complaint has come to my attention, and I am committed to resolving this matter.
  
  Firstly, I apologize for any inconvenience caused. After reviewing the details of the case, it was noted that our agent joined the session within the scheduled time of 10 AM to 11 AM EST. However, the customer ended the meeting before 11 AM. Our agent did attempt to connect within the specified time frame and even called the customer. It appears there was a technical glitch that prevented the connection. In response, our agent sent an email to the customer with a new link to join the session. Despite these efforts, the customer stated they waited for 15 minutes and then left, even though the session was scheduled until 11 AM. We regret any confusion or inconvenience this may have caused and are committed to resolving the issue.
  
  We acknowledge the customer's difficulty and apologize for any inconvenience, but this situation does not qualify for a refund according to our policy. The customer was offered a discount as compensation, and we are willing to schedule another session for them. If they prefer not to attend the session, we are also prepared to send a free materials kit, along with instructions, so they can take their impressions at home.
  
  Unfortunately, we cannot process a refund request, but we are committed to providing further assistance and ensuring a satisfactory resolution. We hope to proceed with the treatment and help deliver a beautiful smile.
  
  Thanks & Regards,
  ALIGNERCO

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I admittedly left after waiting for 15 minutes, a reasonable amount of time, and this is the first I am hearing of any technical glitch. Additionally, I was due back to work at 11. If the agent had joined at 10:16, I would not have been able to stay on the call for an hour as scheduled.

  How can I be refunded "a discount" but not the cost of a treatment that has not been provided? That doesn't make sense. This is shady business practice, and again, why would I want to continue or trust an apparent thief with my orthodontic care and personal health information?

  As I've said four times already, I am more than happy to pay for the impression kit that was opened. I am only asking to be refunded the cost of the aligners and treatment that I paid for.

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

  Business response

  07/26/2024

  Dear Better Business Bureau,
  
  Thank you for your prompt response. We apologize if our previous communication did not fully address the concerns raised.
  
  Per our refund policy, a full refund is only granted when our clinical team determines that a customer is ineligible for aligner treatment after reviewing their teeth impressions. In this instance, we offered the customer a discount, as they are outside the refund timeframe specified in our policy. The situation remains resolvable. To accommodate this, we are ready to provide them with the necessary materials and instructions to complete the impressions independently.
  
  We acknowledge the customer's frustration and regret that our policy has led them to feel dissatisfied. Our intention is not to be unaccommodating but to adhere to the established policies that apply to all customers. We have provided a clear resolution and encourage the customer to continue working with our resolution specialist for any further assistance.
  
  We believe the matter has been appropriately addressed and remain committed to finding a fair resolution.
  
  Thank you for your attention.
  
  Sincerely,
  Team ALIGNERCO

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were so quick to take my money and make all these promises, but when it turned out not to be what they promised, they have been fighting me for weeks not to give me my money back. I've been trying to get a full refund for a month now. They forced me to withdraw from a chargeback with my bank and still refuse to give me my money back. They want me to send them proof with an email that my bank doesn't even provide about the withdrawal and everytime I call in and ask for the person who's been emailing me, they tell me they're not available and will call back. They NEVER call back by the way.

  Business response

  07/22/2024

  Dear Better Business Bureau,
  
  My name is ******, and I am the Manager of Operations at ALIGNERCO. I am writing to address the complaint that has been brought to our attention and to provide a resolution.

  We apologize for any inconvenience caused. After a thorough review, we have processed a full refund for the case, and we consider the matter closed. We respectfully request that this complaint be closed, as we believe the claims are not accurate.
  
  We have documented evidence of our efforts to resolve the issue, including call records and email correspondence. Despite our comprehensive support, the customer has continued to pursue this complaint, and we have taken appropriate steps to address their concerns.
  
  We appreciate your attention to this matter and request the closure of the complaint.
  
  Thank you for your understanding.
  
  Best regards,
  ******
  Manager of Operations
  ALIGNERCO

  Customer response

  07/22/2024

  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 and the matter has been resolved.

  This was resolved same day after I filed this complaint. A full refund was issued.
  
  Sincerely,
  
  *************************************
  
  
  
   
  

  
  

  Customer response

  07/31/2024

  Better Business Bureau

   

  I've reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is inaccurate. The refund hasnt even been processed yet. They're claiming it wont be processed until August 8th.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an extra set of retainers at the end of my treatment plan to have a spare set in case of any damage or loss of my original retainers, as recommended by the Alignerco team, and received them on 6/26/24.I attempted to use the replacement set on 7/7/24, immediately after losing my original set, to find out that they are incorrect and will not fit my teeth. I reached out to the business promptly to request the correct replacement set to avoid shifting in my teeth. Time was of the essence here as my teeth could relapse in a matter of a week without retainers, requiring a new treatment plan.First, I have been advised that my teeth must have shifted already and that I would need to purchase another treatment kit. When I informed them I attempted to put the replacement retainers on only a couple of hours after losing my original set, I was blatantly told that it's not possible, and that it must have been weeks. After providing them photos of the defective retainers vs my original ones, I was told they were being reviewed by their team and someone would be in touch with **** have since reached out to them 9 times over the phone and via email to get a status update, and have been given the same response of "Once I receive an update, I will let you know" without an ETA. Meanwhile, I have been watching my teeth shift back to their original position, which will nullify a year's worth of progress along with close to a thousand dollars spent on treatment thus far.At this time, I would like the evidence to be reviewed as soon as possible and a treatment plan to be sent out at Alignerco's expense to get my teeth back to where they were at the time time of trying on the defective retainers, as this was solely a result of Alignerco's negligence and presumably deceitful attempt to upsell another treatment plan.Thank you for your time.

  Business response

  07/19/2024

  Respected Better Business Bureau,
  
  My name is ******, and I am the Manager of Operations at ALIGNERCO. I have reviewed the complaint and am committed to resolving this matter.
  
  Firstly, I apologize for any inconvenience caused. After investigating the details of the case, I found that the customer received and reported ill-fitting retainers. We are prepared to offer another set of retainers. However, the customer chose to discard all previous aligners without our advice. We did not recommend this action.
  
  If the customer wishes to undergo a new alignment course, we are willing to provide it, but they will need to cover the associated charges. The customer's teeth relapse cannot be blamed on us, as they independently decided to discard their aligners. Our instructions always advise customers to keep their aligners and retainers safe.
  
  We are here to assist the customer and have been actively helping them. We request the closure of this complaint as the issue has been addressed to the best of our ability.
  
  Thank you and best regards,
  
  ******
  ALIGNERCO

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The best option the business could offer was to sell me another treatment plan and provide a replacement for the defective retainers. I was obligated to purchase the additional treatment plan in an effort to not lose all of the progress made over the last year, but would not consider how this was handled remotely satisfactory. The exchange of emails are attached for reference. 

   

  Sincerely,

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

*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. ↩