Business Profile

Dental Supplies

Align Technology Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 made a purchase for ****** for phones which I never received. The retailer made a statement before purchase stating that 100%of my funds for my order would be donated to ******* for the war. However I never received the goods. I have reached out to the company from my bank statement and there is no response. ******* sent me a invoice for something that I didn't purchase and I told them I was contacting the BBB and they said it was no need to reach out to you. They also charged me ******. Lastly there was a Iwatch that I didn't purchase as well and I think this is a scam. They are claiming to be PAYPAL. PLEASE HELP. I have pictures of receipts from all 3 companies below.
Business Response
Date: 07/13/2023
July 13, 2023
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. With regard to the consumers complaint, please note that Align Technology is a medical device manufacturer regulated by the US Food and ******************* ***** and required to comply with applicable Code of Federal Regulations (CFRs). We are not affiliated with the manufacture or sale of the phones, iWatch, or virus software mentioned in the consumer complaint and have no information regarding the purchase the consumer mentions.
We recommend that the consumer refer back to her original point of sale to identify the source of the purchase(s) she made, and we hope that she is able to resolve this through the appropriate party.
Thank you again for bringing this concern to our attention.
Sincerely,
********, InvisalignNorth ******* ************* Team
Initial Complaint
Date:06/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 had invisalign put on my teeth and had an alergic reaction where my lips were numb and my throat hurt and I could barely swallow and couIld not sleep at night. After visiting my dentist I decided to end treatment as I have other health issues and did not want more by invisalign treatment.My dentist told me there were other people that had similar reactions.My dentist contacted invisalign and said that they will not refund the cost of the molds that were already made so now I am out $2,000. The potential for allergic reactions and no refunds in that case should be communicated to patients before starting treatment. People should know this up front before putting that kind of money into it.
Business Response
Date: 06/08/2023
June 8, 2023

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. With regard to the patients request for a refund, please note while Align Technology manufactures the aligners used for Invisalign Treatment, the doctor remains fully in charge of the treatment agreement between the patient and the office, including any financial concerns. As such, any refund inquiries should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid; we cannot refund a patient as we receive no payment from patients.

We will reach out to the patients doctor directly regarding his concerns to determine additional support needed and we will ask the doctor to follow up with the patient once we have connected. However, due to the sensitive nature of the concerns, we will not provide additional detail on a public forum.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 06/08/2023
The dentist said he has to pay you the $2,000 for lab fees so that is why he is charging me the $2,000. If you will refund the dentist then he can refund me. He will not refund my money if you are asking him to pay that.
Business Response
Date: 06/19/2023
June 19, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the response to our reply. Please note that, while a patient is the end-user of ******************************************** System clear aligner product, an Invisalign-trained dentist or orthodontist (Treating Doctor) is the one who purchases the devices from Align.
As stated previously, any refund inquiries should be discussed between the patient and the office of his Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or early termination of *********. Any fees paid to the Treating Doctor by the patient would include the cost of the Invisalign devices as well as the doctor ********* fees (i.e., office visits, chair time, etc.). Align has no knowledge of or input into the amount doctors charge for orthodontic *********; we are merely a vendor. We are also not at liberty to discuss the financial transactions between us and the doctor with anyone other than the doctor.
Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
Date:05/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 a former Invisalign provider who sold my dental practice in 2021. Invisalign has kept my name on the practice responsible parties and when a bill is due, sends me an attempt to collect. Despite multiple phone calls, emails, and Invisalign promises that I am off the account, I still receive these contacts from their collection company. This is on my personal credit record now, adversely affecting my credit score.Latest Invisalign reference # ********
Business Response
Date: 05/19/2023
May 19, 2023

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.

Given the sensitive nature of these complaints, we cannot provide specific information regarding this case,but we will connect with the customer directly regarding his concerns so that we can better address the issue and clarify any next steps needed. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our contracts with individual clients.

The customer can also contact *************** at **************** regarding his account for any further assistance.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
Date:05/11/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
My issue is that I started my Invisalign since 2017, when the pandemic happens, there is a temporary termination of the treatment. However, when I was fully vaccinated and back to my doctors office to continue Invisalign treatment, they told me my treatment was expired, and if I want to continue, I need to pay again! This is so ridiculous!!! I think we all went through the pandemic, and I never thought the first thing when I back to dental office was be told my treatment is already expired!!! DO YOU HAVE ANY HUMANITY? All I want now is to get all my money back, I spent nearly $4,000 at 2017 when I was a college student. However, I did not get treatment done, and I need to pay again! All of these just unacceptable!
Business Response
Date: 05/19/2023
May 19, 2023

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

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

To whom it may concern:

Thank you for contacting Align Technology about the above-noted case number. Regarding the patients request for a refund, please note that any money paid to the Treating Doctor would include the cost of the Invisalign Devices as well as the doctor ********* fees (************ visits, chair time, etc.)which are components beyond our control.

Any refund inquiries should be discussed between the patient and the office of his or her Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or termination of *********. The determination of whether to refund a patient is at the discretion of the office.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 05/19/2023
I already spoke to the dental office, but they let me to connect you, that said you (Invisalign **** terminated my treatment because of the global pandemic covid-19, they said you are the one count treatment time even though there was a pandemic! You two cannot keep playing around with me! ! ! I spent $3,995 when I was a college student; however I did not get my treatment, and the dental office said my treatment is expired! I spent almost $4,000 and get nothing! You two just keep passing the buck!!! This is just so ridiculous!
Business Response
Date: 05/30/2023
May 30, 2023
Better Business Bureau
Complaint Department
*****************************************************************-4585

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

To whom it may concern:

Thank you for contacting Align Technology with regard to the response to our reply. Please note that, while a patient is the end-user of ******************************************** System clear aligner product, an Invisalign-trained dentist or orthodontist (Treating Doctor) is the one who purchases the devices from Align.

As stated previously, any refund inquiries should be discussed between the patient and the office of his/her Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or early termination of *********. Any fees paid to the Treating Doctor by the patient would include the cost of the Invisalign devices as well as the doctor ********* fees (e.g., office visits, chair time, etc.). Align has no knowledge of or input into the amount doctors charge for orthodontic *********; we are merely a vendor.

We will contact the treating doctor regarding the patients concerns and will ask the office to follow up with the patient for any further discussion. If the patient has not heard from their doctor in the next **** business days, we recommend they reconnect with the office for an update.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 06/06/2023
Since each one passing the buck, claiming it was so and so's responsibility, can you two figure out how am I supposed to do to get a best solution? And give me an email for follow up? Because when I try to contact each of you separately, you two just let me to contact the other one. I think the best way is that you two find a solution first!
Initial Complaint
Date:04/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Your slingers are faulty. Edges which are the bottoms of aligned are cut roughly and are causing massive issues in my mouth. Including constant canker sores all over my tongue and cheeks.
Business Response
Date: 04/11/2023
April 11, 2023

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

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

To whom it may concern:

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.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. We are sorry that the patient reached out to you instead of his doctor regarding these concerns, but we will attempt to connect with him and his office to determine support needed.

We appreciate you bringing this to our awareness.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
Date:03/20/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 notified my Invisalign provider Northern ******** Ortho in June about cancelling Invisalign treatment due to medical issues. At the time I had not taken any Xrays just the free consultation scan. NVO is charging me $2000 to back out of the treatment even though the treatment did not start saying Align had charged them that $2000 lab fee. Align should not have charged any lab fee from NVO, and the contract that NVO sent me did not state anything about a $2000 lab fee because the treatment had not begun. The contract was also not signed by NVO.
Business Response
Date: 03/21/2023
March 21, 2023

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. With regard to the patients request for a refund, please note that any money paid to the Treating Doctor would include the cost of the Invisalign Devices as well as the doctor ********* fees (*********** visits, chair *********.) which are components beyond our control.

Any refund inquiries should be discussed between the patient and the office of his Treating Doctor as this is who the patient paid, and each office sets their own policies with regard to refunds or early termination of *********. The determination of whether or not to refund a patient is the at the discretion of the office.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
Date:02/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 called several customer care phone numbers and no one has answered or called me back after leaving a detailed message. I have emailed customer care with no return email. I have called the line for doctors and they have answered and said they can not help me but to talk with customer care and transfer me. I wait on hold for over 25 minutes and no one picks up and several times the line would hang up on me. Numbers I have called with no answer or return calls. ********** ********** ********** **********
Business Response
Date: 02/18/2023
February 18, 2023

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

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

To whom it may concern:

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.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. We are sorry that the patient experienced issues with reaching our Customer Support team regarding his concerns. Our records indicate that we have been in touch with the patient since this complaint was submitted. Any further follow-up or support needed will be addressed with the patients Treating Doctor.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Initial Complaint
Date:02/06/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 began Invisalign 4/22. When I put in tray 6 in June, within days I had tooth pain on one tooth only, which got progressively worse, until I woke up 5 days after starting that tray with that tooth turning pink/gray. Immediately stopped my trays and contacted my provider again. She found an air bubble in tray 6 where that tooth sits, which caused all of these issues. As a result, my tooth is still tender and may wind up with the nerve dying. My provider has gone above & beyond to try to get this issue figured out. This is a manufacturer defect issue that caused major tooth trauma. I have contacted Invisalign trying to A) see how I can get Invisalign to cover any possible future endodontist visits and treatment if my tooth dies (my provider does not perform root canals) and B) I am asking for compensation toward what I have already paid as this has been a nightmare. My provider has repeatedly been assured calls back, never happens. I was last in touch with Destiny at customer care and asked A &B and was assured she would call me back. It's now been 5 weeks and I've heard nothing so now I'm taking my complaint here. Invisalign keeps redirecting to my provider, but this issue has to do directly with Invisalign making a defective tray which has caused me repeated x-rays, which is not healthy, multiple days missed off work to have follow *** to check my gray tooth, and overall has caused me so much stress and anxiety, I have lost so much sleep over this gray tooth. ******** care is horrible with ********************. Nobody gets back to the provider or customer. 5 weeks is way too long. My provider has emailed a video showing this air bubble, as she was instructed by Invisalign, nobody replied. She has made several calls herself to try to discuss this, but it's always the same- nobody understands the issue or knows what is going on, though it's all supposedly logged under my complaint with Invisalign. This compliant is against Invisalign, not provider/contract related.
Business Response
Date: 02/08/2023
February 8, 2023

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. With regard to the patients request for a refund, please note while Align Technology manufactures the aligners used for Invisalign Treatment, the doctor remains fully in charge of the treatment agreement between the patient and the office, including any financial concerns. As such, any refund inquiries should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid; we cannot refund a patient as we receive no payment from patients.
We will reach out to the patients doctor directly regarding her concerns to determine additional support needed and we will ask the doctor to follow up with the patient once we have connected. However, due to the sensitive nature of the concerns, we will not provide additional detail on a public forum.
Thank you again for bringing this concern to our attention.
Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 02/10/2023
This response is no different than what Invisalign has said since June. Still waiting 5 1/2 weeks now for Invisalign to talk to my provider or me. Please read all of the correspondences under my case number. You have repeatedly said "we will be in touch" and it doesn't happen. That is the whole reason I went this route. So no, I can't accept this because it is not an answer. I really wish someone would read all the notes then call my provider and/or me. This is a life-long issue for me, your bad tray caused my tooth to go gray. It has been extremely stressful for me. I haven't even received an "I'm sorry" this happened, let's figure out what we can do to help fix this. Just "we will be in touch", yet you don't get in touch. My provider doesn't have an hour here and there in her day to wait on hold for you guys. There has to be a better way. While you claim you can't refund me for my bad tray, you can definitely make this right somehow. Don't put it all on the provider, she has already gone above and beyond. So I am still waiting for resolution and this answer is no different than what you've said multiple times already. I look forward to speaking with someone soon, you have my cell number.
Business Response
Date: 02/18/2023
February 18, 2023

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

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

To whom it may concern:

Thank you for contacting Align Technology with regard to the response to our reply. Please note that, while a patient is the end-user of ******************************************** System clear aligner product, an Invisalign-trained dentist or orthodontist (Treating Doctor) is the one who purchases the devices from Align.

As stated previously, any refund inquiries or treatment concerns `should be discussed between the patient and the office of her Treating Doctor as this is who the patient paid. We have been in communication with the patients doctor to determine support needed, and any updates and follow-up to the patient will come from her Treating Doctor.

Given the sensitive nature of these complaints, we ask that the patient contact her doctor directly for an update if she has not already heard from the doctor. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 02/24/2023

My provider has been contacted, finally. This took 8 months to accomplish, much much too long, and the only thing Invisalign has been able to say is "Thank you again for bringing this concern to our attention". No apology. As I stated before, this is a life-long issue for me with this permanent tooth in the front of my mouth being discolored. Invisalign's "customer care" is horrible. Nobody returns calls and it takes months for any follow-up. Lack of ownership of their mistake in a faulty tray is what's also disturbing. Very disappointed in this company.
Initial Complaint
Date:01/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 is over the company's Invisalign product. It is paid by me and my insurance company through a health care provider. I received a 2nd opinion that further alignment can be achieved and attempted to transfer my Invisalign account. No highly rated (4.5 stars with over 100 reviews) provider will take Invisalign's comprehensive plan due to a variety of reasons one of which is liability issues. I have been told that I have to have Invisalign deactivate my account and start a new one with the new provider. The comprehensive plan the currently listed provider paid for covers 5 years of adjustments, etc. I have contacted Invisalign (Align) multiple times by phone and web form via their site. Invisalign has never contacted me back for this issue. Invisalign needs to do 2 things so I can start a "new" account with a new provider in order to achieve optimal Invisalign treatment results. 1. Deactivate my account entirely. 2. Give the currently listed provider a full refund and notify me it has been done. The currently listed provider has already agreed to refund me in full everything outside of what they do not receive back from Invisalign (Align). Once the 2 needs I listed have been met I will be able to then pay the funds to the new provider so they can pay them back to Invisalign. The amount is close to $2,000.00.Again, despite Invisalign (Align) allowing their comprehensive plan to be transferred, good providers will not accept this due to a variety of reasons. So it has to be closed out completely, deactivated, and refunded in full so I can start it over again with a new provider.
Business Response
Date: 01/27/2023
January 27, 2023

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. With regard to the patients request for a refund, please note that any money paid to the Treating Doctor would include the cost of the Invisalign Devices as well as the doctor ********* fees (e.g.,office visits, chair time, etc.) which are components beyond our control.

Any refund inquiries should be discussed between the patient and the office of his Treating Doctor as this is who the patient paid; we cannot refund a patient as we receive no payment from patients.

We will reach out to the patient directly regarding his concerns to determine additional support needed;however, due to the sensitive nature of the concerns, we will not provide additional detail on a public forum.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 01/27/2023
I am rejecting this response. It is clear they did not read the complaint fully. I have spoken to the doctor. The doctor will refund me everything align refunds back to them. The cost of anything is irrelevant as there is an unlimited supply of materials for 5 years in the comprehensive plan and the comprehensive plan is going to be repurchased by another provider. They are well aware their treatment plans are not accepted by most orthodontists or dentists. So they need to give a full refund back to the doctor. The next one is going to pay them the same amount for the same plan.
Business Response
Date: 01/30/2023
January 30, 2023

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

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

To whom it *** concern:

Thank you for contacting Align Technology regarding the above-noted case number. With regard to the patients reply to our response,we are not at liberty to discuss any financial transactions that *** occur between us and a provider with anyone other than the provider as he or she is the holder of that account. As mentioned in our prior response, the patients financial arrangement resides solely with his office and any refund sought needs to be addressed with his office directly.

We have attempted to reach out to the patient directly regarding his concerns to determine additional support needed, and we will make another attempt; however, due to the sensitive nature of the concerns, we will not provide any additional details on a public forum.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 02/07/2023
They did contact me and I told them the situation. I told them the Dr. is refunding me everything they refund him back and I need my entire account with them deactivated. They said they are contacting the Dr. and will reach back out to me. They have not attempted to reach back out to me since that conversation. I still want them to cancel and deactivate my account and they should have no issue doing this and informing me it has been done.
Initial Complaint
Date:11/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
My Invisalign customer number: ****** I am a dentist using Invisalign in my practice. I had a patient that was using aligner therapy until a brain tumor was discovered and she was placed in a hospital. Obviously, she decided to discontinue her aligner therapy. I did not request any more aligners from Invisalign. Nearly a year later, Invisalign sent me all of the remaining aligners for this patient and charged me a $9.99 processing fee. This is a fraudulent charge as I never requested any more of this patient's aligners. My sales representative, *************************, has submitted multiple credits to get rid of this $9.99 charge. As of two months ago, I have become a target of harassment by *************************, a representative at Southwest Collections, who collects for Align Technology. ************************* sends me harassing emails every other day. The amounts that he tries to collect differ from one day to the next. This is not due to additional charges for my patients. I have all of his emails stored. They ask for $9.94, then $69.99, then $0.00 (the email said this amount was 90 days past due?), and now the amount is $9.99. When I call Southwest Collections, they state that these are automated emails and that they cannot see these emails. I have made nearly 10 attempts to get this fraudulent charge removed. I have spoken with my sales representative and his manager. Many credits have been applied to my account to remove this charge, but I keep getting harassing emails from ************************* at Southwest Collections. I am requesting help from the BBB to help in this matter. My next action will be to seek legal counsel.
Business Response
Date: 11/30/2022
November 30, 2022

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

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 billing information provided to the customer is in accordance with the terms and conditions specified in the contract when the customer placed his initial order.

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 *************** at **************** regarding his account for any further details.

Thank you again for bringing this concern to our attention.

Sincerely,
********, Invisalign North ********************* Team
Customer Answer
Date: 11/30/2022
********,

I do not accept your response. I have contacted your credit team no less than 10 times. They have been unable to credit the now $9.99 that ************************* at Southwest Collections says that I owe. Multiple credits have been applied to my account. Please take these credits and eliminate this $9.99 charge. Also, please remove me from *************************' automated email list. He sends harassing emails every other day with varying and incorrect amounts owed. Any invoices should be mailed to my office. Please have one of your representatives contact my office at ************.
Thank you,
****
Business Response
Date: 12/07/2022
December 7, 2022

Better Business Bureau
Complaint Department
1010 **************.
*******, ** 85014-4585

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

To whom it may concern:

Thank you for contacting Align Technology with regard to the response to our reply. Our team has been in connection with the office to provide additional information regarding the charges and processes for collecting on the charges in accordance with the terms and conditions specified in the contract when the customer placed his initial order.

Given the sensitive nature of these complaints, we cannot provide additional details as we cannot publicly disclose details regarding our contracts with individual clients.

If the customer needs additional clarification, he can contact *************** at **************** regarding his account.

Thank you again for bringing this concern to our attention.

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

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