ComplaintsforBrighter Image Teeth Whitening

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/2021 I agreed to the 1st payment of ****** for Veneers from Brighter Image. In September of 2021 I called Brighter Image customer service and explained my dental situation has caused me to delayed me from getting my Veneers. I was told that it was not a problem and to give Brighter Image a call after my dental work was completed. On 2/10/2022 Brighter Image withdrawn ****** from my bank account with out my authorization to do so. Spoke with customer service and was told that my file was closed and that this isn't amazon so you can't get your money back? I would like a refund of some of my money if not all of it. It's not right for Brighter Image to withdrawal $1177.00 and not give me anything in return! I do believe that's against the law? To not pervide a service or product as promised but take your money! Please help recoup some of my money! Thank You ! *******************

  Business response

  03/22/2022

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

  Customer response

  03/22/2022

  Complaint: 16906773
  
  I am rejecting this response because: I called Brighter Image and informed them September of 2021
  that I had to have dental work done before I could make the molds for the Veneers. The customer service representative said to me not a problem just let us know when your ready ************ witch was a relief.  Not sure were the emails that Brighter Image sent but I didn't receive them or I would of been on the phone calling them and explain once again about my situation. And if the second payment was do 30days

  after the first payment then why did they not collect it in September or October? And waited until January 2022? I'm sorry I did what the representative told me to do. I am not a wealthy person I would not just throw away $620.50.(my first payment) And in reference to the second kit I'm still waiting for it? I don't think it's right for a company to take your money ($1177.00) with nothing to show for it! Brighter Image can charge me a fee but don't take the full amount with nothing in return. That's not good business!
  Regards,
  
  *******************

  Business response

  03/24/2022

  Please review our attached reply. 

  Customer response

  03/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, In reference to the second package delivery that I have not receive. Do you have a signature for proof 

  of delivery? I will accept the delivery from Brighter Image Veener only if they ship the package to the post office and I have to personally pick it up and sign for it. I live in a ********************* were 

  deliveries get misplaced. After I receive the package I will complete the process, return the mold and only hope the veeners are correctly processed. I would like to put this whole situation to rest.
  
  Regards,
  
  *******************

  Customer response

  08/04/2023

  Complaint: ********
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********, In reference to the second package delivery that I have not receive. Do you have a signature for proof 

  of delivery? I will accept the delivery from Brighter Image Veener only if they ship the package to the post office and I have to personally pick it up and sign for it. I live in a ********************* were 

  deliveries get misplaced. After I receive the package I will complete the process, return the mold and only hope the veeners are correctly processed. I would like to put this whole situation to rest.
  

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

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the product it always hurt to put in and I have two horrid pairs of fake teeth that just caused more dental pain. They tell you from the very beginning there is no refund and thats sad cuz they were a rip off

  Business response

  03/07/2022

  Please review our attached reply. 

  Customer response

  03/07/2022

  Complaint: 16824209
  
  I am rejecting this response because:
  
  Regards,
  
  *** Kessler 

  They are lying I received a video request from **** asking how the fake teeth were I sent a video back stating that they hurt my teeth to wear and havent worn them at all in the 9 months as the picture shows they sent me two very  ad sets of veneers not three and there is really nothing they could do except give me my money back but they said they never do give money back as if stand due to the pin the ********************** caused me I had to have two more teeth pulled since then and am now going to get dentures due to weakens teeth no thanks to this Corporation every time I tried to take off the teeth which should of been simple would pull on my teeth to the point they would crack. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did not receive a product. I did not agree to pay in full before receiving the product. I want a refund.

  Business response

  02/25/2022

  Please see our attached reply.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  About 2 years ago I made a deposit on dental veneers and signed a finance agreement for the balance. They were supposed to send me the kit to do the impressions to make my veneers and I still have not gotten anything. I email and they tell me to email someone else and round and round and finally I said enough and that is why I am contacting you. They even took a couple payments after the deposit and I never got a thing for the money.

  Business response

  12/27/2021

  Please review our attached reply. 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I am contacting you because I am getting scammed by Brighter Image Lab.I ordered a product that they describe as life changing, perfectly fitting, and of high quality.They are tooth veneers. I received complete garbage. It's like a plastic costume toy, absolute trash.I can't close my mouth with this junk installed, there is no way they are worth 50 cents but I payed over $2,700.I hope you can help in some way. They are currently taking $25 a week out of my checking account and I have already paid around $700 on my credit card. I want to stop payment at my Bank but I am worried that they will report it on my credit. If you have advice or help in this matter please let me know.Thank You!

  Business response

  12/27/2021

  Please see our attached reply. 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started this process getting my top and bottom veneers for my teeth after talking with the phone rep from brighter image lab. I they told me that they could have my teeth done within 14 days that was on 9:27 2021 . I told her that would be great since the holidays were coming up and I could go visit my family .she said that will not be a problem so I did my order over the phone with the phone rep and paid in full for my top and bottom veneers.The first set that came out was so bad that I could not close my mouth and the veneers made my lips stick out like I had been punched in my mouth so I called and had to start the return process so they could make the adjustments.Since then I have had another set sent to me that was worst than the first set that was set so once again I had to start the return process all over again for this set as well since they didn't fit.. I have missed gathering with my family over the holidays due to how long it has taken them to do my top and bottom veneers. We are now on day 45 of me sending my second set back. I called them they said they can only hope but not guarantee they will fit. Now they accepted my impression that I set both times so it's nothing I am doing wrong it's their process! They are not being held accountable for what product and service they are providing. I paid in full my money up front for my veneers and would like a refund due to the fact they can't even get close to making something that isn't going to hurt my mouth. I walked around with my top lips swollen due to the fact that the top veneers was scratching it when I put it in. My top lip was sitting on top of the veneer and was not even close to being flush with my gum line. I really need help with my teeth but this is only making things worst for me in many ways. My order # is US-***** order date 09/27/21 total price ******* plus another ***** for the extra protection they said I needed . Please help me get my money back or veneers that fit!

  Business response

  12/10/2021

  Pleae review our attached reply. 

  Customer response

  12/13/2021

  Complaint: 16327757
  
  I am rejecting this response because: I have never signed anything that said if I was not happy with the product that they could keep my money and not provide me with a product that fits my mouth. I provided them with the impressions and they accepted them, if  there was a problem with the impressions then they should have said something and not moved forward with my case I did nothing wrong I did exactly what was instructed with my kit so if there was a problem with them making my veneers they should of contacted me instead they set a product that cut my top lip because the veneers didn't fit not even close.. I paid for a processional team to do my work on my teeth and not in a back alley which is what this feels like I paid for then got robbed. did I get a gun to my head and my money took no I was just told hey we can do what we want and if you don't like it to bad and we are keeping your money. FTC states their is a cooling off rule that the vendor must either provide me a refund or the product THAT WORKS. THERE IS ALSO A 90 WARRANTY WHICH HAS NOT EXPIRED  EITHER. I never got to use these veneers not one day. I have the postage showing when they were delivered and the same day I was making a claim stating they don't fit not even close. I did receive the second set that fit better but they are still not flush with my gum line and are now cutting my top lips as well as the bottom pair is cutting the side off my tongue. I have several pictures that show the veneers do not fit not even close.  I didn't realize that I did something wrong when making a complaint like I said I signed nothing stating THIS COMPANIES CLAIM THAT i WAS AWARE OF THEIR RULES NO ONE WOULD BE OK WITH SUCH A CLAIM! ,but I have called several time and kept getting the run around as to when my veneers where going to be done. I sent several emails asking when was they going to be done so I reached out for help with the BBB AND THIS COMPLAIES RESPONSE IS WE ARE JUST GOING TO KEEP YOUR MONEY HAVE A NICE DAY(we have decided not to due business with you) HOW IS THAT LEGAL ITS NOT! I have paid in full for everything done what I was suppose to do. I did nothing wrong other than try to hold brighter image lab accountable to get my veneers to me  in a timely manner and now they have decided that instead of trying to work this out they are going to just keep my money that I work hard for and move on while I have no veneers and lost close to ******* . This has caused me several sleepiness nights ,unwanted stress as well as financial stress on me and my family.
  
  Regards,
  
  ***************************

  Business response

  01/17/2022

  Please see our attached reply. 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brighter image lab. I originally requested a top veneer but after several weeks of no response and lackluster support. I received what I thought to be my veneers. I actually received my original impression shipment back, *** is stating the address is no longer valid. I triple checked the address it is correct. Upon receiving this i immediately no longer trusted the company. Especially given the incorrect address thats actually listed on their site. I figured since they had not even received my impressions, there should be no issue getting a refund for the poor service and my initial deposit. I was clearly incorrect. After being spoken to in an incorrect pronoun (she called me Andreamy name is *** and I am an q**** male who tries quite hard to appear manly so that definitely hurt me a bit. I was told the same rigamarol. We invest time and design yada yada essentially we take your money and dont let go for dear life. Essentially being told no refunds for design and administrative efforts when literally they have not done anything more than ship a package to me once. Which i paid the return shipping on!!!!!! I dont want to do all this. I just want my money back, i already feel ugly with my teeth so messed up, why cant they just make an exception? I would be more lenient if they had say finished making them. But they havent even seen them, but feel its okay to tell me I must pay. I dk about you guys but if you pay for a service you never receive.. youd probably want a refund too

  Business response

  12/10/2021

  Please review our attached reply. 

  Customer response

  12/13/2021

  Complaint: 16197630
  
  I am rejecting this response because: it was never disclosed that if the impression system was unused then I could return it for a refund. Also i did use the prepaid return package. If they are saying I am not getting back my initial payment of $500 then fine but I refuse to pay the remaining balance for this. I will not pay for a service I am not going to be receiving.. why its this hard to get a refund is not surprising considering this is coming from a company that already has a litany of other poor reviews and offenses listed on the BBB. Let alone the fact that brighter image refused to address or apologize for the person I spoke to via email calling me by the incorrect name and gender.  

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

  Business response

  01/17/2022

  Please see our attached reply. 

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an impression kit from the brighter lab, The representative that I spoke with advised me that I would not be charged until they received my impressions and approved my for service. Since then I have been charged over $3000. I have received the kit and it was already opened. I did not trust putting this in my mouth as it felt unsafe. I am choosing not to continue the service and they are refusing to refund me. I have not had any services completed by this company other than them sending me an opened impression kit that I offered to mail back several times. I have been in direct contact with their customer service who has been very unhelpful stating that they have already started services on my behalf which is impossible.

  Business response

  12/10/2021

  Please review our attached reply. 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ive been dealing with this company for over 1.5 years and will move this to a legal realm with the valid proof i have from ******** attorney generals office i filed a complaint about requesting a refund of amounbt financed due to ill prepared fake retainers that caused stress tension in the tmj joint on the right vestublar side of my jaw and joint creating excrusiating pain it took 2 dental surgeons to finally figure the added material of retainers was throwing off my jawline to create the compression stresss. in ******** a medical device or "beauty device which they now call them has to be refunded if it caused a medical issue to arrise that causes pain and suffering. i have filed a complaint with texas attorney generals office but the repsonce i got back was a written statement from the finance terms???? wait isnt brighter image labs and msc development seperate???? total scam and my patience is over

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was so excited to hear about a company like this. When I ordered it online I couldnt wait to get my custom veneers. I was told that it was delivered to my residence. I waited a couple more days and the package didnt show up. I emailed the company and I called. They told me there is nothing I can do until they hear something from the post office. I spoke to the supervisor at the Hanover ** post office by the name of *************************** who told me that he spoke to the rep and at this point the package is lost. He told me it shouldnt be an issue beciase Brighter Labs did have insurance on it. Six weeks later I still dont have the veneers. I dont want my money back but I paid ******* and I would like a replacement. I dont have them and soemthing needs to be done. I have read different complaints similar to mine where the package goes missing. I paid ******* and I want either a replacement made OR I want to be refunded. There is insurance on the package .

  Business response

  10/07/2021

  Please review our attached reply. 

  Customer response

  10/07/2021

  Complaint: 15994441
  
  I am rejecting this response because:  That is a complete lie!!!!!!!!!!!!! You never asked to see anything from the ****.  I explained to you that I spoke to the supervisor there who informed me that the package was lost and to file a complaint... which I did.  I also told you that the **** denied it stating that it was delivered per the tracking number.  I again told you that I filed an appeal and waiting to hear from them.  THE facT is, I haven't received this package.  It was delivered but it wasn't delivered to me.  I again paid **** dollars with you refusing to help me.  Your emails have been rude and insulting.  I want another mold made.  I paid two months ago and i have nothing but out ****.00/

  
  

  I don't care if you were in business for 100 years and have a million five star ratings.  The bottom line is I AM A CUSTOMER THAT DIDN'T RECEIVE her veneers and at the moment that is the only thing that should matter.... is making sure that I am satisfied as a customer.  There are tons of complaints on here about not getting their veneers/. We are in a pandemic.and postal things are getting lost all the time.  
  

  
  

  I don't want to hear that I won't work with you.  YOU won't work with me.  I have the supervisors name and gave it to you to contact at the local post office.  I can't give you something that I don't have.  But I am not going to stop until I get my veneer. 

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

  Business response

  10/11/2021

  Please see our attached reply. 

  Customer response

  10/29/2021

  Complaint: 15994441
  
  I am rejecting this response because:

  I recently filed a complaint with this company. I was waiting to hear from the **** in reference to the claim. For whatever reason it was denied and I was told that I could appeal it. With this appeal I needed certain documentation that was needed from Brighter Image Lab. I have reached out multiple times to Brighter image Lab. There was no response for days ( for this documentation that **** needs). Finally ****** responded who told me she was a supervisor ( when my package was lost). When I reached out for the documentation ****** told me she was a supervisor and that my account was LOCKED??? I told her that I needed this information and she told me that only a supervisor can get that info. I responded and said," you told me u were a supervisor". She responded and said she was a customer service supervisor.... IMO there is a difference and if there was a higher supervisor to speak with at the time the package was lost ( which it is ) I should've immediately been put in contact with her boss. I have emailed in the last week multiple times with NO RESPONSE with the information that I need. I was told that I could find it blah blah blah but I had no luck SO i reached out again for the documentation with NO RESPONSE whatsoever. In order for me to appeal this case I need that information and if my account is locked ( whatever that means) it should be forwarded to the appropriate party so that they can help. Brighter image lab... do not respond and tell me you responded. You responded letting me know that you couldn't get me the info and the acct was locked. I replied back stating that I needed someone to get it for me once again and I haven't heard from ANYONE from this company in a WEEK which is unacceptable. I put out ******* and I don't have anything. I am not asking for my money back. I was and am very eager to get the veneers but I DON"T have the veneers. There was insurance on this and i paid in FULL SO I EXPECT SOME TYPE OF RESPONSE. Not O

  Finish the job; Finish the job
  
  Regards,
  
  ***********************

  Business response

  12/13/2021

  We are going through unresolved complaints and wanted to provide this feedback regarding Complaint ID #********, our client had reached out to us after the close of the complaint to inform us that the veneer was received. I have attached a screenshot of the message we received.

   

  Thank you,

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

   

*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. ↩