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Business Profile

Dental Supplies

Align Technology Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Supplies.

Complaints

This profile includes complaints for Align Technology Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Align Technology Inc has 6 locations, listed below.

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    Customer Complaints Summary

    • 42 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have purchased an ultrasonic cleaner from the Invisalign website. The product stopped working and was covered under the warranty. It was replaced after much back and forth with the company. The product has failed again and needs to be replaced a second time. The company takes too long to respond to warranty claims. They make it impossible to talk to someone at the business, and only use email. They take several weeks to respond to emails and several weeks to s*** the replacement item out. This makes the warranty essentially useless. They purposefully dont respond to get out of their responsibilities Because of this I am without a way to clean my Invisalign properly and it is affecting my treatment.

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint against Align Technology regarding my order (#US114350), which I never received. Despite multiple attempts to contact the company for a resolution, I have received little to no response. Key Issues:My package was never delivered. I reached out to the company multiple times but did not receive a proper response or resolution. I disputed the charge with my credit card provider, but Align Technology denied the dispute without addressing my concerns. I am requesting a resolution to this matter, preferably in the form of a refund for the undelivered order. I would appreciate clear communication regarding the next steps and a timeline for resolution. Thank you for your time and attention to this matter. I look forward to your response.

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was living in ************* and I lose my invasilign now the dentist didnt accept my insurance . I paid almost $6,500 and I need replace

    • Initial Complaint

      Date:01/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company Incorrectly charged my business credit card over $26,000 They acknowledged that they incorrectly billed me. However, they have still not reversed this charge and are no not picking up calls or returning emails related to this fraudulent charge. This charge was done October 25. Ive been in touch with them every week since.

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid $3,995 on 7/8/2021 for the full cost of Invisalign treatment and the retainer. This cost includes ALL adjustments and treatments for however long the treatment is necessary as well as the retainer at the end of treatment. Align ***************** is the parent company of *********************** Invisalign dentist at *********** Jenkintown left the practice in December 2024, near the end of my treatment. Since that time (AN ENTIRE YEAR) they have not hired a new dentist who can provide Invisalign treatment. After 10 months of waiting, they never hired a new dentist. I found a new dentist in October 2024 to finish the Invisalign treatment. To transfer care, Invisalign requires the completion of a transfer form. This form was completed and submitted in October 2024. Unfortunately, there is no way to transfer the money I paid for the full treatment to the new dentist. Any adjustments that are necessary I will have to pay out of pocket. Two months later, my new dentist is still fighting with Align ***************** on the transfer. In the meantime, I have NOT had any care for AN ENTIRE YEAR!!!! My treatment was supposed to be over 11 months ago. I also dont have the retainer that I purchased when I paid **************************************** the $3,995 back in July 2021. I am requesting a full refund of the cost of Invisalign to start brand new Invisalign treatment since the transfer of care is not an option. Calling Align ***************** just keeps my in an eternal loop of hearing music play while on hold.

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I traveled back and forth from **********, AL to *******, ** after beginning an implant in *******. My temporary fell out. My daughter took me to ************ Studios Dentistry at ********************************** to get help from her dentist. Dr. ******* *** **** took an x-ray, convinced me to invest in Invisalign braces and to have a surgeon to correct the implant placement from the dentist in *******. I didn't know she was not the owner of the company, but was a part-time dentist until I was given an appointment on a day she was not scheduled to work after an 11 drive from ******* to *****. Due to unpreparedness for an impression for two implants, though the office was notified, another drive was wasted. There were additional delays which lead to my teeth becoming crooked while waiting for an impression for the Refinement Braces. Dr. *** left the facility to pursue another endeavor. I am stuck with a crooked smile, overlapping teeth, wasted money and a question about how such a dentist became eligible to provide Invisalign treatment?Invisalign ********** will not coordinate with any local dentists to help me get an impression and braces to correct the damage done by their sales representative, Dr. ******* *** ****, though I have called the 3 phone numbers given. I have been on hold for 45 minutes while typing this complaint. I also sent an message in the My Invisalign app. Please help me find a compassionate dentist or orthodonist to help me without charging me all over again. I am still eligible for treatment with the second set for refinement. I just don't want refine crooked teeth.

      Business Response

      Date: 11/11/2024

      November 11, 2024

      Better Business Bureau
      Complaint Department
      ************************************************************************************

      RE: Complaint ID # ********

      To whom it may concern:

      Thank you for contacting Align Technology with regard to the above-noted case number.  It is important to note that, while we manufacture the Invisalign System Aligners and Retainers used for treatment,we are only a vendor.  Our products are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient.  Manufacture of the aligners by Align Technology*****. (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient. 

      Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.  The doctor does not work for us, so any concerns related to the handling of a patients treatment should be addressed with the doctor or through the appropriate reporting channel.

      Thank you again for bringing this concern to our attention.

      Sincerely,
      ********,Invisalign North ********************* Team


    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for and received Invisalign treatment starting with ****** ***********. Around a year into treatment, Dr. ****** retired in the middle of the workday and left his practice. Invisalign shuffled me to a couple others such as Suburban Orthodontics to receive continued care, but was never properly set up as their patient. They eventually refused to continue treatment and sent me back to ******************* which was now open one day per month with a different dentist filling in. They were unable to give proper treatment and never issued my retainer. My general dentist was able to get a makeshift retainer, but it has since broken. I have filed contact forms on Invisalign's website at least five times and have not heard back once. I am just trying to get a proper aligner before progress made is lost.

      Business Response

      Date: 10/01/2024

      October 1, 2024

      Better Business Bureau
      Complaint Department
      ************************************************************************************

      RE: Complaint ID # ********

      To whom it may concern:

      Thank you for contacting Align Technology with regard to the above-noted case number.  Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient.  Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient. 

      Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.

      We will reach out to the consumer regarding his concerns to assess any support needed; however, we will not be able to address any details regarding resolution of a patients concerns through a public forum.

      Thank you again for bringing this concern to our attention.

      Sincerely,
      ********,Invisalign North ********************* Team

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our practice purchased an Itero machine in 2019. The company, without informing us, changed their policy in 2023 stopping the resale of the machine. The company will not buy the machine back, and will not allow us to use the machine without paying them an outrageous some every month. The reps for the company have continuously and maliciously lied to us on the phone about the companies policies. DO NOT DO BUSINESS with them. Dental practices need to band together and boycott this immoral company.

      Business Response

      Date: 08/01/2024

      August 1, 2024

      Better Business Bureau
      Complaint Department
      ************************************************************************************

      RE: Complaint ID #********

      To whom it may concern:

      Thank you for contacting Align Technology with regard to the above-noted case. Please note that the iTero Intraoral Scanner is manufactured by Align Technology; it is not a separate company. 

      Given the sensitive nature of these complaints, we ask that the customer contact us directly regarding his concerns so that we can better address the issue and clarify the terms of the contract.  Please note that our responses are necessarily general as we cannot publicly disclose details regarding our contracts with individual clients.

      The customer can contact iTero Support at **************** between the hours of 5am-5pm PST,Monday-Friday.  He can also e-mail us at ******************************************* and we will be happy to arrange a time to call him.
      Thank you again for bringing this concern to our attention.

      Sincerely,

      *************************
      Invisalign North ********************* Team

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I brought in my daughter, *********************** to ********* Smiles Orthodontics ************************************* to do her Invisalign back in 2020. She has been consistently going for the changes and appointments. She missed her October 2022 appointment due to AP classes and extracurricular activities. However, she still wears her invisalign daily since. I called the office to set up an appointment last month and the office manager told us that she needed to pay (approx $2K or so) for the visit as its been almost 2 years since her last visit. The office manager said that its the policy of Align that there is a certain time period. How is this so? She went for her invisalisn at age 15 or so and she is currently 17. It's not that her teeth changed so much that it needs to be re-aligned. Her teeth did not change much as she still wears the last Invisalign daily, We paid almost $5K for the complete treatment (most of which goes to Align Tech your company I was told). When she did not attend the appointments, no work was done. Now she would like to continue with it, and we are told that the treatment has passed. We paid for the treatment and she still continues to wear the invisalign even when she stopped with the appointment so it should be fine to continue with the treatment plan with no extra charges. Please do the needful and allow us to continue treatment without the extra charges that you will charge ********* Orthodontics as was told to us.

      Business Response

      Date: 07/24/2024

      July 24, 2024

      Better Business Bureau
      Complaint Department
      *******************************************************************************-4585

      RE: Complaint ID # ********

      To whom it may concern:

      Thank you for contacting Align Technology with regard to the above-noted case number.  Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient.  Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient. 

      Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the policies regarding treatment compliance and timelines must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions for their patients and their office. 

      Thank you again for bringing this concern to our attention.

      Sincerely,
      ********,Invisalign North ********************* Team

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spent $6,000 on treatment that was estimated to ***********-12 months. After 18 months my lower teeth were barely changed and still very bad. Because I wore the braces for an addition 8-12 months they also caused gum recession which so am now getting treated. My treatment plan with Invisalign is through 2025 according to the provider Dr ************************** After nearly an EXTRA year of braces I had no choice but to complete what I had and get retainers as I had to have an upper tooth removed and bridge. Invisalign did nothing but cause more dental problems and unnecessary pain and cost and worst of all health issues. Invisalign and the doctor both approved and confirmed success which failed miserably. Invisalign and the provider took payment KNOWING my lower teeth would never improve at all. This was verified by two orthodontists who said theres no way my lower teeth would be straight without removal of a tooth as there was no room to straighten. So both ********************* and Invisalign took payment, made promises and kept lengthening my treatment causing more NEW issues all whilst knowing my lower teeth would never correct.

      Business Response

      Date: 07/22/2024

      July 22, 2024

      Better Business Bureau
      Complaint Department
      *******************************************************************************-4585

      RE: Complaint ID # ********

      To whom it may concern:

      Thank you for contacting Align Technology with regard to the above-noted case number.  Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient.  Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient. 

      Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions. 

      Thank you again for bringing this concern to our attention.

      Sincerely,
      ********,Invisalign North ********************* Team

    Align Technology Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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