ComplaintsforBrighter Image Teeth Whitening

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered top and bottom total price I was promised in the beginning went from ******** dollars to ******** and something when I reached out to the company they never responded I put ****** dollars down already - I was sent the impression kit that was free as you can see from the receipt- I was unable to make the impressions - The material also sticks to my teeth so bad I can hear my teeth moving inside my head when Im trying to pull the treys out When I contacted the company about these issues they said Im not eligible for a refund - That they put all kinds of time and effort into my case and custom made products cant be refunded - I then said you havent done anything but send me and impression kit, and I cant make the impression- I tried all attempts they gave to make a good one and Failed, they said well Ill have to do more that are good ones - I said the material is pulling my teeth out.! I have a loose tooth on the bottom in the front now because of this and when I said Im not willing to pull more teeth out just to fix the 2 teeth in the back Im missing that you cant even see unless Im giving a FULL smile. Why would I risk pulling more teeth to fix already missing teeth? I was then told threw email to find a dentist in my area thats willing to assist me with the impression Ok cause any dentist is going to do that for free right? Im supposed to pay a dentist in my area to do the impressions they need to even start my impression when I already paid them almost 700 dollars and still have the rest to pay off they keep taking money from my bank account and they refuse to give me a refund - my next stop is the ************************* and If I have to file in court that is exactly what I will do I want a full refund and any and all charges being took from my bank account stopped! They did not provide me a service or a product and I want my money back - if they owe anyone time for labor, they owe me because Im the only one thats done anything for the preparation of my custom veneers to be made, but as I said they do not even have an impression of my teeth so they have not done one single thing for me and still refuse to give me my money back I will 100% take this as far as it need to go in order for this fraudulent and RUDE near impossible company to not get away with stealing my money or anyone elses for that matter..! Right is right and wrong is wrong and this company is dead wrong! I will win my court case if it leads to that- i recommend anyone else having issues you do the same! Also contact the attorney generals office! They can get things done ! But if your considering using this company DO NOT!!! They are a SCAM - They rip you off anyway they can STAY AWAY FROM THIS COMPANY you will regret ever doing business with them I promise you that

  Business response

  04/22/2024

  Please see our attached reply. 

  Customer response

  04/26/2024

  Complaint: 21595126
  
  I am rejecting this response because:
  This company is not acknowledging any of the issues I have at hand I am not able to make the impressions Not only can I not make a good impression the material sticks to my teeth so bad I can hear my teeth moving when I pull the treys out, I now have a loose tooth on the bottom that I did not have before I am not willing to pull my teeth out in order to make these impressions! I mean is the company going to pay for the dental work that will be needed done if the material ends up pulling one or more of my teeth out? Why would I pay thousands of dollars for upper and lower veneers just to pull good teeth I already have? I dont have insurance thats why I went this route to improve my smile - I have already paid this company 642 dollars and the 3rd party financing company is owned by Brighter image labs so they can stop acting like they have nothing to do with the 3rd party financing because they are the owners of it.! And lets not forget the fact that the promised price for top and bottom veneers was $2,495.00 - but as you see in the photos Im being charged over 1000 dollars more then the advertised/promised price And they said I didnt upload photos which is a lie, I did and still cant get any help, then I get an email from brighter image labs saying if I cant make the impression then I need to find a dentist in my area to assist me in making them, what part of I dont have insurance are you not getting? So I paid you guys brighter image labs almost $700 dollars already to have only received the FREE impression kit, I uploaded the photos, I am the one attempting to make the impressions, and now your saying I have to pay more money to get a dentist to assist me because I dont qualify for a refund this company has not even  begun the process of starting my custom made veneers - So the no refund policy should be void - Until you actually make a custom product for me then I don't own anything - and you havent made anything for me because in order for your company brighter image labs to make a custom made top and bottom veneer for me it requires good top and bottom impressions- I cannot make those impressions and Im not willing to pull permanent teeth out  trying to make these impressions, therefore I want my money Back! Like I said you havent made me anything - I dont even see how you can expect me to dish out more money to go to a dentist in my area after all the money I put down and the fact that youre trying to charge me over $1000 dollars more of the advertised price and lets not forget I have a tooth thats loose in the front on the bottom now that I did not have until trying to make these impression and the material sticking to my teeth like cement I do not see what the issue is with giving me my money backIts my money I put down for a custom made product you never even started - Just give me MY money back I mean you have no justification as to why your making this so difficult- you didnt make me anything- Its my money That I worked for and the money was a down payment for a product I never gotGIVE ME MY MONEY BACK..! Also I have contacted the attorney generals and like I said before I will do whatever I need to do to make sure you give me a full refund..!! As a company, you should want to do the right things by your potential customers I wouldve been a customer if your product for the impressions wasnt ripping my teeth out give me my money back. You have no justification of trying to keep it. You are a scam company and I cannot wait until the attorney generals shut you down, and if you dont get shut down, I promise you the fine that youre gonna get for them having to be involved is going to be 10 times more than the money that you owe me right is right wrong is wrong. You are wrong for trying to keep somebodys money when you did nothing for them you did not custom make me anything. You sent me a free impression kit that is it , I have documentation at the impression kit was free. I have documentation that you charged me over $1000 more than advertised price. I have documentation of the email you telling me that I need to go find an dentist in the area and pay them to assist me when Ive already paid you all kind of money  Attorney generals for law you are breaking a law by not giving me a refund on a product you never provided and you cannot blame the third-party financing company because you are the owner of the third-party financing company you think that youre slick but the attorney general will see it all and I really dont know if you really want them digging around your business records because you are 100% a scam company and once that attorney general starts digging around, theyre going to find everything and I hope to God you get shut down because you are literally trying to rob hard-working people of their money when youve done nothing for them I have done all the work and unfortunately for me I cannot make the impressions because Im not a dentist. I really wanted these veneers. I would not have ordered them. If I didnt but  I  cannot help that your product stick to my teeth and is pulling them out and I can not help that I cant make the impressions because of it Therefore, the reason I cant get the custom-made veneers made for me is not my fault And since you cant provide me A top and bottom custom made Invisalign veneer then you didnt uphold your obligation and do a full refund stop robbing hard-working people lets make corporate America great again stop being a shady company do your clientele, right

   

  Regards,
  
  ***************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my product in November I got it financed. With MSC development I paid the 149 deposit and they take out a payment of $30 every week. Here it is five months of payments and yet still no veneers. I feel like the people that are communicating are either foreign or just really have terrible customer service skills. The only way you can communicate with them through email, and its almost as if they dont fully read your concerns. They lied and said that that after six weeks of payments, they would release the veneers. Well, 20 payments later, I still have no veneers and no effective responses. I wish I never did business with them. If I knew it was gonna take this long I wouldve went a different route. The finance company makes Bil veneers look like a terrible and questionable operation. And it scares me that I see people that have stated they have made payments for a year and still not receiving years. All I want to know is when will my veneers be shipped and if I cant get that answer, then Im demanding a refund..

  Business response

  04/22/2024

  Please see our attached reply. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered the pov (veneers) in November. I was not able to pay the full amount at the time. I then paid what was owed in February. I was given a completion date of 03/29. That day came and I have been given another day of completion of 04/26. They change it a month every time I speak with them but continue to take my weekly payment. Also if you miss a payment they report to the credit bureau. So if I stop I can potentially hurt my credit. At this point it seems as if I have been scammed. Please save your time and dont order from this company.

  Business response

  04/22/2024

  Please see our attached reply. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a product almost one year ago. After being a repeat customer. They told me my product was delayed for over three months. And it was just a replacement which only takes no more than three weeks to send out.. a whole year later I still have not received my product. I feel like they were attempting to make me pay off majority of my finance payment before actually sending out my product when said .

  Business response

  03/22/2024

  Please see our attached reply. 

  Customer response

  03/22/2024

  Complaint: 21470387
  
  I am rejecting this response because: I should have my product before my account was placed on hold
  
  Regards,
  
  *******************

  Business response

  03/22/2024

  Please see our attached reply. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was told about brighter image lab through social media and I signed the contract with them not knowing that they are going to charge me the amount that they did. After speaking to my dentist, he told me that they are a complete scam and more people have gotten rotten teeth due to their false advertisement. I was told by my dentist that I need to have my crowns fixed before I can get any sort of veneers in so I called writer image lab asking for them to cancel my contract since its only been three days because my dentist does not allow me to get them . They said no they are not even dentists and if you read all of the reviews about them, its horrible. They dont even give the items that they are advertising the veneers they give are super thick and they feel fake and they will say that most of the impressions are not usable, so they only charge you for money without giving you an item that is usable , I just want to cut my contract please I dont have the veneers in my possession. I was never given them. Its only been three days they would not allow me to cut my contract. I even said they could keep the security deposit just cut the contract.

  Business response

  04/22/2024

  Please see our attached reply. 

  Customer response

  04/22/2024

  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. I will return the impression kits they are still sealed for a full refund thank you 
  
  Regards,
  
  ***************************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/9/24 I purchased veneers from Brighter Image. I chose to finance them to break down the high cost. The financing company told me that I would need to pay an addidional $149.00 deposit before they would release the veneers. I authorized them to make that additional payment but it was never processed. I contacted them 4 times to see why it has not been processed and why my order was on hold. The finance company has not responded to the 4 emails I have sent requesting and answer and when I contact Brighter Image, they refuse to provide any answer either.. They will not contact the finance company that they are using to scam people out of money to inquire about any issue. I should have read all these complaints prior to ordering from this con artist company. I either want my order completed and sent out this week or I want a full refund of all money paid to date.

  Business response

  03/11/2024

  Please see our attached reply.

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been paying on a veneer for my top teeth because I lost a front tooth due to chemotherapy and years of antibiotics. The company financed the thing but keeps putting them on hold, claiming my bank is not releasing payment. I contacted the bank and they said that nothing had been submitted for payment by this company. I relayed the information to MSC and asked to have the hold released or authorize a refund. I need this desperately so I am able to work and go to school (especially work), because I work with the public. It is embarrassing to be seen in this condition and I have not received any call backs, not even one, on any job or interview and this has never happened before. I have many years of experience in my field and an excellent work record.

  Business response

  02/08/2024

  Please see our attached reply. 

  Customer response

  02/09/2024

  Complaint: 21254455
  
  I am rejecting this response because:

  I reject their answer.  Number one, they are lying about the financing because both are run by ********************* so they have access to the particulars of the finance agreement.  Number two, they also lied about the length of time for the delivery of the order. I have been without my front tooth and unable to work so it was a struggle to make the payments, yes,but the money was always available for payment and my bank stated that they never put in a request to be paid. I have dealt with this bank for many years and it is obvious that someone is lying to me, so who would you believe? I haven't broken the contract, the company, both of them, are the dishonest parties. I just want my teeth or my money. Honestly,  I am no longer confident about their ability to fulfill the order, so the return of the money that I have paid would be the best outcome. That way, I can go elsewhere and get the product I desperately need, so that I can return to the working class. They advertise fast service for a reasonable price, but this has been months. Months of empty promises and downright, boldface lies. Not exactly behavior that inspires confidence in a company's business practices. Thank you for your help in reaching a resolution, but I fear that these people are ethically voided and I am afraid I will not see either outcome. My only other recourse will be to make public the issues I have had to the couple of thousand people who follow my social media pages. At least, maybe I can keep someone from making the same mistake. 

  
  
  Regards,
  
  ***********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have never received the promised veneers after sending in my prints several times. After reading these reports it is clear to me that this company engages people in ******************* of refusing prints for overpriced veneers. They deducted my bank account weekly. which has been stopped by my bank. I paid over $300 with no goods. I no longer want to deal with this company and would like to receive a full refund since I have never received the veneers and they never accepted my prints

  Business response

  12/28/2023

  Please review attached reply. 

  Customer response

  12/28/2023

  Complaint: 21038607
  
  I am rejecting this response because:

  This is how all their customers are tricked. The third party for the installments is plastered all over Brighter Image labs.  Brighter Image labs will claim they have nothing to do with the third party as soon as there is a problem. The first set of prints were done by a dental assistant and we did send in the second set.  They looked great. The second set didnt even make it into my account, but they kept debiting my  bank account and each side will refer to the other. Im Not playing this game anymore. I have sent a cease and desist letter and put a block for this merchant on my bank account. Mind you - you will only ever hear from the third party Brighter Image Lab apparently has nothing to do with.  This is not a single complaint here, look at ALL of the people who felt it necessary to file a complaint here. Its staggering.  
  

   

  
   
  Regards,
  
  Katja B

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered veneers from brighter image lab on 10/24/23. With a completion date of 11/30/23. One week after I ordered my veneers, I went on vacation and my wallet was taken that had the credit card on file for my pre-authorized payments. I immediately contacted brighter image lab to let them know and to swap the credit card on file. Brighter image lab has phone and email customer support. However, they have no escalation, supervisors, or managers to speak to, just as a reference for the rest of this complaint. **************** directed me to the finance company, which you can only communicate with them via email they have no phone support or chat support. Emails are only returned within 48 hours. I received an automated email and two weeks later I finally get a form to swap my credit card on file. This put me two weeks in the rears with my payments. I send immediately over my new credit card information which then took another two weeks for them to process. I am now four weeks in the rears at this point with my payments. They then made an error and continued to pull from my old credit card, which now put me six weeks in the rears with my payments by no fault of my own. At this point, I mustve sent 30 emails to the finance company and CCed brighter image lab on all of them. Attempting to straighten out the account and even get a payoff to pay the balance off in total. I continued to only get automated replies back. It was an absolute disaster the finance company communicated with brighter image lab to put a hold on my product, and my account that I was in default and nonpayment. And I would not be receiving my veneers. I asked to file a complaint regarding this they had not replied. I also asked for this to be escalated they would not oblige. The account at this point is paid ahead and they told me I would not be receiving my product and holding it. And you cannot speak, or communicate with anybody. I also have no access to my contract.

  Business response

  12/11/2023

  Please see our attached reply. 

  Customer response

  12/12/2023

  Complaint: 20939095
  
  I am rejecting this response because:

  Their response is absolutely untruthful. Period. 

  They absolutely told me that I would not be receiving my product, And that they would be charging me $7500 on top of my nearly $3000. They are still continuing to take payments out of my checking account. They will not return an email, And will not assist me when I call. 

  This company is absolutely fraudulent, claim they can no longer assist me, due to asking for help simply because I changed a credit card on file with their financing company. 
  Upon reading other reviews online, I was not the only person who experienced this.
  I am begging for help at this point. Im going to be $11,000 in debt for a product I never will receive when this shouldve been a $2800 transaction that I wouldve received in eight weeks. 
  With absolutely no customer service help. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year ago I decided to tackle my mental health issues. One of the major things is my smile. They offered a finance plan that did not require me to pay in full before I received the press on veneers. I was verbally told this, and it is on their website. I have attached pictures to validate all my claims. They have tried to use a third party finance contract as their only defense, but it only refers to the time it takes to make the veneers and does not say anything about any payments made after this timeframe. Once this is pointed out, they refuse to address it. They still refuse to ship. It also says in their own terms and conditions that they have the final say. Not the finance company. There is also numerous contradictions in their terms and conditions. The item called message is the email chain back and forth. This also has all the info in it. I have requested that they either refund my full amount paid so far, and void the contract as they have broken the contract made, or they ship my product as promised and they can continue receiving payments. I only completed the order because of the shipping. Being able to receive them without paying in full. This has cause a drastic hit on my mental health.

  Business response

  12/08/2023

  Please see our attached reply. 

  Customer response

  12/11/2023

  Complaint: 20924735
  
  I am rejecting this response because:

  Everywhere on your site it is stated that my item will ship regardless of being paid in full. Upon further investigation, MSC and Brighter image is owned by the same people. MSC has refused to communicate with me after I showed them their own terms and how what they are doing goes against this. I have been up to date for the first 6 months and still on hold. They refuse to release my product. As shown in the screen shots I have posted. Read your own FAQ section about if the loans have to be fully paid first. Guess what? They don't have to paid in full.. This entire thing is a scam and I will express this on every social media platform there is. All their marketing says one thing, They will tell what you want to hear to get you to buy, then completly pull your tail about you actually getting your product.
  
  Regards,
  
  *************************

*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. ↩