ComplaintsforBrighter Image Teeth Whitening

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to get a refund after canceling because I do not agree to the increase in deposit. Called they are less than helpful and have emailed many times with only one reply to change the terms which I still did not agree. Their contract expired without signature and no reply from the company still. $244 deposit no services were given to me. I did not agree or sign a contract. I do not want to move forward. Be aware they do not take customer service seriously and claim finance is a different company who has no phone number. You can only email with them. I just want my money back.

  Business response

  10/07/2022

  Please see our attached reply. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract with Brighter Image Teeth Whitening through MSC financing in April/may 2021 and they promise me that I will pay $300 as down payment and they withdraw all my money and let me empty my account they took $800 they told me that $500 will give me back when I finishing paying off the entire debts I said I dont need it anymore because Im not candidate they never sent me the veeners I have an account without information about how my the process is processing I wanna my money back I didnt receive anything just I gave $1,300. Can you help me out

  Business response

  09/23/2022

  Please see our attached reply. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for financing with Brighter Image through MSC financial. My $195 down payment was taken and I was sent a contract. Upon receiving the contract the next day, I declined it. I was sent another offer and declined that as well. I then requested a refund. I quickly received emails the same day with counter offers with regard to the financing but when a refund was requested, I did not receive a response. I reached out on several occasions since 08/05 to inquire about my request and received no response. I reached out to Brighter Image Lab customer service who advised they can not assist and I need to wait for a refund. I have yet to hear anything with regard to a refund and a contract was never signed. I asked what was the turn around time to hear a response with regard to the refund request and was not given and answer just told to be patient. What type of company can have a policy with regard to your payment and not have a policy with regard to sending money back once a contract has been declined? I could not even get a response to the request for the refund. I ***** deposit back.

  Business response

  08/18/2022

  Please see our attached reply. 

  Customer response

  08/19/2022

  Complaint: 17726890
  
  I am rejecting this response because: No info was provided by the finance company. I have every email along with the "ticket number" that was assigned to every inquiry. I have attached one example. Based on the info you submitted, that inquiry number was not the same number that corresponds to the original email I sent. And here we are 10 business days later and no refund. You can provide smiles for customers, that's amazing but has nothing to do with the fact that info was not provided by the finance company after they had been contacted. 
  
  Regards,
  
  *****************************

  Business response

  08/22/2022

  Please see our attached reply. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Although my first experience with Brighter Image Labs in June 2020 was amazing my second experience has been a nightmare! My first set of veneers lasted about two years. When I called to order a new April 2022 I was told I could get 50% off and receive the same ************* of arches if I would do a ****** review and a video testimonial.When I receive my second set of arches I immediately noticed they were visibly crooked and seem to have been constructed by an amateur. Within an hour of putting them in both upper and lower arches broke. Within a week the new arches were staining and I couldnt get them white. Within 6 weeks they were so stained they were completely unusable.Im posting new photos which show me wearing my original upper arches. My lowers had already broken and were irretrievable. In the other photos notice the difference between the coloring of my original arches that were two years old and these arches which were less than two months old.I sent in my second set of arches back under my standard warranty. Mind you I still had an extended warranty THAT I PURCHASED on my original arches but was told that I could not use that extended warranty because I didnt have the full set. I didnt have a full set because I had swallowed part of it when it broke in my mouth. Apparently they expected me to dig through my f**** to retrieve the broken pieces in order to honor my extended warranty.When my return arrived at Brighter image labs they accused me of mixing my first set with my second set and denied my claim. Regardless of their audacious opinion, I was sold an absolutely inferior product and charged $900. My second set of arches were made with probably regular dental beads which if anybody has worked with stain and become unusable within days. You can get 3.5oz of dental beads on Amazon for $7.99 which could make maybe ***** or more arches

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid in full for top of the line Veneers - rec'vd mold kit and all seemed OK - re'cvd first set and could not even get into my mouth - size was all wrong bottoms would not set and top veneers fell out - sent for adjustment - re'cvd replacement - bottoms are fine - but top arch was excessively too large - each tooth was exageratedly large/wide ( so much so ) that I could not close my mouth to swallow....BrighterImage has refused any further adjustments stating - there is no further modification to be made. I asked for a credit against a 2nd bottom arch but rec'vd silence - no response and refusal to attempt at settlement or adjustments

  Business response

  07/28/2022

  Please review our attached reply. 

  Customer response

  07/28/2022

  Complaint: 17529151
  
  I am rejecting this response because: the upper plate is so ****** large - that I am unable to close my mouth to even swallow - I never said they were too thick - but I would expect to be able to close my mouth and swallow

  
  

  the upper plate exceeds my natural gumlines so much that they are impossible to even wear or speak - forget speaking clearly - they do not fit my jaw or gums at all

  
  

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

  Business response

  08/12/2022

  Please see our attached reply. 

  Customer response

  08/15/2022

  Complaint: 17529151
  
  I am rejecting this response because this simply states process and not my experience - 

  
  

  
  

  While I agreed to two adjustments - The adjustments have to be a good faith attempt - not a random adjustment that in no way even fits into my mouth

  It is not unreasonable to expect to swallow

  It is not unreasonable to expect the teeth to be marginally close fitting

  It is not unreasonable to be able to close ones lips - without the teeth protruding

  
  

  Two adjustments should be a good faith effort - not the sloppy/ill fitting as shown in the pictures. 

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

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 20, 2019, I placed an order with brighter image labs for an upper ******* paid the initial instalment of $618.00. I was sent the impressions kit, which I did & returned to them. The impressions were accepted. Therefore I was awaiting my completed product to be shipped. I was told it would only take a couple of weeks. 6 months later I have no veneers in the mail. They say the couldn't charge my card. So 2 months later I contact customer service & ask them to please withdraw the 2nd & last installment & ship me my veneers. I have included the transcript of that conversation. Now here we are 3 years later. I'm out $618 & I still haven't received anything!!!!

  Business response

  07/15/2022

  Please see our attached reply. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of new veneers. After taking the mold impression brighter image labs returned my veneers which were defective. In accordance with their policies I returned the defective veneers requesting an adjustment we made in order for me to be able to wear them properly. I also paid $249 which was charged to my **** of ************ debit card in order to expedite the process of the adjustment request because I had an engagement. On May 17, 2022 the company refunded my $249 and told me that they would not expedite my adjustment request.

  Business response

  05/26/2022

  Please review our attached reply. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid $390 as a down payment to start weekly financing for press on veneers. After my payment was made, a docusign email was sent to sign the contract. In the middle of the contract, the company added that I needed to pay an additional $299 for a deposit . I contacted the business by email and phone and I cant get in touch with anyone. I would like a refund of the $390. Thank You.

  Customer response

  05/24/2022

  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.

   The company issued me a full refund of my down payment. Than you so much!

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a vaneer set never received the kit. Called was told they would resend never received that. Tried to get refund and they state they are keeping my $2000 even though they never provided me with anything or proof it even came. I never got the impression kit not ever sent one in to have teeth made. I am due a refund

  Business response

  04/25/2022

  Please review our attached reply. 

  Customer response

  04/25/2022

  Complaint: 17018359
  
  I am rejecting this response because:

  There was never any mention that an incomplete order was not due a full refund. I was told once the impressions are sent money could not be refunded. Tracking numbers do not prove delivery. First order did not make it then they send a second with no verification of delivery I requested signature service to ensure package wasn't stolen like the first and many others from my address and those around me. I never received a single service for over $2000 one can not keep someone's money without providing a service. At this time the company can not offer the services I need. I demand a refund minus the cost of shipping the second package. Keeping someone's money is not legal no matter what you doing online. I did not ever receive a single item or service from them. I got sick with covid and could not communicate in a timely manner. 
  
  Regards,
  
  *******************************

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for no drill dental veneers and opted for their financing option. Their website and ****** ads have the following offer: "Brighter Image Lab. Press On Dental Veneers. Save 60% with No Drill Dental Veneers. No Dentist Visit - 2 Payments of $397". I paid half the costs of the veneers believing I was financing the balance. I've been making payment now for almost a year and my "balance" with Brighter Image Labs is still over $1,000.00. When I've reached out to speak with someone at Brighter Image Labs, they say I have to talk to the company that handles their financing, MCS Development **** They stress that this is a separate company from Brighter Image Labs and that MCS Development *** can only be reached by email. However, doing a quick search on both companies details: ownership and location, it turns out the two companies have the same ownership and the same address! This is a complete scam, preying upon folks that are self conscious of their dental appearance and are financially unable to come up with the full payment upfront.

  Business response

  04/14/2022

  Please see our attached reply for complaint #********. 

  Customer response

  04/21/2022

  Complaint: 16992057
  
  I am rejecting this response because:

   

  Dear ********************* / Better Business Bureau,

          The email is in response to Brighter Image Lab and their financing company MSC Development *** email in regard to my complaint.

   

  You will notice that in their response they take great pains in saying that their financing is through a "third party". In their response they stated this no less than FOUR times, including having one of the statements in bold and underlined.

   

  This statement is at best misleading and at worse a fraudulent statement.  A quick search regarding both corporations shows that Brighter Image Lab and MSC Development *** share the same dropbox mailing address (2433 ***************, **********, ** 76109), the same corporate ownership, including the same main Principal, *******************.  These are affiliate companies.  To say that MSC Development *** is a "third party", is a falsehood.

   

  Brighter Image Lab and its affiliate finance company, MSC Development ***, make significantly more profit on customers that are not able to pay for their services upfront.  The promotion mentioned previously would equal roughly $795.00.  I have already paid more than $1,200 with a balance still of roughly $1,000.  

   

  I emailed (they refuse to take phone calls) a representative of MSC Development *** to get an understanding of the interest rate for my financing.  I was informed that my interest rate was "ZERO percent". This is one of their "selling points" to their financing option.  However, in real terms using $800 as the purchase price, with my weekly payment of $36 over 2 years, the effective annual interest rate is 210% Interest!

   

  I ask for a full refund of any funds paid above and beyond the actual cost of the dental veneers.  If you have any questions you can reach me at ************.

   

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

  Business response

  04/21/2022

  Please see our attached reply.

  Customer response

  04/21/2022

  Complaint: 16992057
  
  I am rejecting this response because:

  Dear ********************* / Better Business Bureau,

          The email is in response to Brighter Image Lab and their financing company MSC Development *** email in regard to my complaint.

  
  

  You will notice that in their response they take great pains in saying that their financing is through a "third party". In their response they stated this no less than FOUR times, including having one of the statements in bold and underlined.

  
  

  This statement is at best misleading and at worse a fraudulent statement.  A quick search regarding both corporations shows that Brighter Image Lab and MSC Development *** share the same dropbox mailing address (2433 ***************, **********, ** 76109), the same corporate ownership, including the same main Principal, *******************.  These are affiliate companies.  To say that MSC Development *** is a "third party", is a falsehood.

  
  

  Brighter Image Lab and its affiliate finance company, MSC Development ***, make significantly more profit on customers that are not able to pay for their services upfront.  The promotion mentioned previously would equal roughly $795.00.  I have already paid more than $1,200 with a balance still of roughly $1,000.  

  
  

  I emailed (they refuse to take phone calls) a representative of MSC Development *** to get an understanding of the interest rate for my financing.  I was informed that my interest rate was "ZERO percent". This is one of their "selling points" to their financing option.  However, in real terms using $800 as the purchase price, with my weekly payment of $36 over 2 years, the effective annual interest rate is 210% Interest!

  
  

  I ask for a full refund of any funds paid above and beyond the actual cost of the dental veneers.  If you have any questions you can reach me at ************.

  
  

  Thank you,

  
  

  ******** Gray 

  Good afternoon,

   

  Thank you for contacting BBB serving the Heart of *****. I have received your email and have forwarded your statement as your rebuttal to American Airlines for further consideration, any additional response received from the business will be forwarded to you.

   

   

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

  Resolution Specialist

  Better Business Bureau serving the Heart of *****

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

  BBB.org

   

   

   

   

   

   

   

   

   

   

  Show quoted text

  
  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. ↩