ComplaintsforBrighter Image Teeth Whitening

• 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,
  
  *************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bil veneers are a scam and I mean the "real brighter image lab" I have been a client for 2 months paid *****dollars paid the 249 rush service and still have not received even one tooth 24/7 customer support ? Ha! So rude! They were sooo sweet until I paid in full. Then nothing but rude a** devils! Not exaggerating either. i have watched bil impression video 50 time including while doing them, called asked for help said I don't think they are good enough was told that's our job you let us worry about it, they were not good enough. Of course each set of impressions takes min of 2 weeks after my 3rd set was rejected I went to dental office and got 2 different sets done, one by the dental office and the other I had them use the bil impression kit just to make sure they had no excuse not to make me teeth I spent ***** dollars for. I paid 40 to overnight them, paid over 100 for the dentist impressions, AND GUESS WHAT? THEY SAID THOSE IMPRESSIONS WERE WORTHLESS TOO! REALLY, THE **** THAT DID THEM HAS BEEN DOING THEM FOR 40+ YEARS. CALLED THEM TODAY AND I ASKED THEM TO FACE TIME ME AT 330 I WAS GOING TO THE DENTIST AND TO WATCH WHILE I AM GETTING THEM DONE SO IT COULD BE EXACTLY DONE THE WAY THEY WANTED, ******* SAID NO WE DON'T DO THAT YOU CAN HAVE US WALK YOU THROUGH IT OVER THE ***** OR HAVE THE DENTIST HELP YOU ONE OR THE OTHER WHAT GOES ON BETWEEN ME AND MY DENTIST IS NOT THEIR BUSINESS??? I SAID I JUST NEEDED A SET THEY WILL TAKE PLEASE HELP ME AND STARTED TO CRY, I AM IN FOR OVER **** NOT INCLUDING TODAY S VISIT. THEN ALL OF A SUDDEN SHE STARTS "LOSING HER SIGNAL" AND THE LINE GOES DEAD. GREAT CUSTOMER SERVICE! EVEN BETTER SLOW PLAYING. THEY WILL NEVER GIVE ME WHAT I PAID FOR AND CAN'T BELIEVE THAT THEY GOT ME FOR 250 EXTRA FOR RUSH JOB BEEN 2 MONTHS AND HAVEN'T EVEN STARTED. AND AM SURE NEVER WILL. PLEASE SHARE WITH PEOPLE YOU KNOW *****+ IS ALOT OF MONEY TO ME ALOT!!

  Business response

  12/08/2023

  Please see our attached reply. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 28, 2023 I attempted to purchase a product from Brighter Image Lab for temporary veneers. The website advertised special pricing and incentives so I went with it and did 2 payments. I also added the express processing for another $249. I spoke by email with a lady who told me I could switch to financing so I wouldnt have to pay all at once. I filled out the an application for financing and they took another deposit for $250 then sent a contract changing the terms and saying I needed to give another $300 before I could move forward (I refused to sign this document) After not getting my product for over a month I disputed the charges with my bank. Brighter image lab sent them a falsified contract that stated that I paid the money and basically they are not obligated to send the product. I am a single hardworking mother, I have a child with special needs and sell luxury real estate. I just wanted to improve my smile. If I would have known this company was a fraudulent company with a great website to attract people only to take their money and leave you without anything, I would have never purchased. Please please read these reviews! Im definitely going to be sharing my experience on social media in hopes that it will go viral and they will be put to justice. I just want my money back, I spend so much on medication for my child I dont have it to lose on a scam.

  Business response

  11/13/2023

  Please see our attached reply. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around December of 2021, I paid Brighter Image Labs to manufacture snap on veneers. This required them to send me impression kits in order to create impression of my teeth so they can create veneers. BIL kept me in a neverending cycle of having to constantly redo impressions. Consequently, I became frustrated and requested that I receive a refund, which I did not. If I've never received the intended product which I paid for, I should receive a refund minus the cost of the impression kits. Will I would like is my money back. Thank you

  Business response

  10/12/2023

  Pleae see our attached reply.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered and paid for a set of the veneers and three times they rejected my impressions to make the veneers because I had not done them properly. I got frustrated and waited quite a few months to try and send in a correct set of impressions so they could make my veneers. They said my account was "abandoned" (along with my $1,700) and I would have to pay again, even though they have never made the veneers. They never informed me that my account was being abandoned and they have continued to market it to me via email almost twice a week as recently as today (08/22/2023). I cannot believe they are so callous about taking my money, serious money, with an incredible "reason" that I abandoned my account. Please help, I just want the product I ordered.

  Business response

  09/05/2023

  Please see our attached reply.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase veneers about 5 months ago. Attempted to work with company. Staff is very rude, particularly a ********. Have emails to support complaint. Will not honor their warranty.

  Business response

  09/05/2023

  Please see our attached reply. 

  Customer response

  09/06/2023

  Complaint: 20491728
  
  I am rejecting this response because:
  I have purchased a warranty and they have not offered an alternate option.  A ******* was extremely rude and used language referencing me as a liar. I have emails to present if needed.  I am requesting a complete refund. 
  Regards,
  
  ***************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered their product on April 12, 2023 and as if this date I have not received any products from them. I called client services today 6/20/2023 and was rudely and abruptly told I can not get a refund and they would send another kit. At this time I will involve my 3rd party vendors

  Business response

  06/30/2023

  Please review our attached reply. 

  Customer response

  06/30/2023

  Complaint: 20209675
  
  I am rejecting this response because:
    More than enough time was allotted if I did not contact them they would have simply done nothing. 
  
  Regards,
  
  *********************************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Dental Veneers March 20, 2023 and I still haven't received them. they are still taking money on a weekly basis and won't issue a refund. They scammed me and I just want my money back.

  Business response

  06/16/2023

  Please view our attached reply. 

  Customer response

  06/16/2023

  Complaint: 20192844
  
  I am rejecting this response because:
  
  Regards,
  
  *****************

  Customer response

  09/07/2023

  Complaint: 20192844
  
  I am rejecting this response because:

  I am not liable for this debt through MSC Development. I don't have a contract with MSC Development. They didn't provide me with the original contract.

  
  
  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. ↩