Complaints

This profile includes complaints for Byte's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Byte

  1556 20th St Ste A Santa Monica, CA 90404-3466

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  Byte

  3301 N Thanksgiving Way Ste 200 Lehi, UT 84043-7070

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:11/08/2023

  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.

  In June 2020 I paid Byte to start treatment. I paid a total of $1725 for impressions and the treatment. After the impressions were sent back to Byte, I was informed that my treatment would be 12 weeks. After 12 weeks, and following instructions correctly, there was no improvement. I contacted them and They said they would send me another set of impressions. I sent them back. They sent me another set of treatments. There was no improvement after following instructions correctly. I messaged them again. Up to date, I have had a total of 5 treatments and theres still no improvement. On the last treatment, when I was on the one before last set, I contacted them. (They no longer answer calls, *** waited and then they say to contact via email) via email their response is non existent, except automated responses. I have now tried to contact them for several months and I keep getting automated emails saying to send pictures, then again pictures, then the code of aligners, then again pictures. Then thanks for sending us an email, Then more pictures, etc, etc, etc.I want a full refund because their claims were false and inaccurate. At this point, its 3 years and there is no improvement. As a professional that approves these treatments, said professional should have said that Im not a candidate or that the treatment wont work. OR from the beginning state it will take years (NOT 12 weeks) prior to me making the decision to do the treatment.

  Business Response

  Date: 11/13/2023

  Thank you for bringing this to our attention. Our management team is eager to assist customers whose experience has been layered with many complexities. Byte management is dedicated to finding a viable and intentional solution for your concerns and will not cease until all has been rectified. 
  

  To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal. 

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  TLDR: I prepaid for Protection Plan (5 years of retainers). I have not received any of these Protection Plan retainers. Their free retainer does not fit. They refuse to refund my money and they insist on charging me more to get retreatment for a retainer that does not fit.FULL ISSUE: I purchased a Byte Ortho Treatment and a Byte Protection Plan in May. I followed all of the directions on my aligners: ** for top, 7 for bottom. When I got to #** Top, it did not fit as well, but saw that this could be normal. According to their website: ***************************************************************************************** "A new set of aligners wont fit perfectly." I assumed this was fine. Then, they gave me the FREE retainer that comes with treatment- this does not fit well at all. I wore it for 2 weeks (22 hours a day). It was painful, made my teeth feel sensitive, made it hurt to eat, and I would see blood in the retainer in the morning. This never happened with the aligners. After wearing it about 2 more weeks (nights), I could not wear it anymore- it was affecting my quality of life.I have been back and forth with them via email. They want to charge me $699 for retreatment because their retainer does not fit. I have now asked for a full refund of the cost of my Protection Plan for retainers. They refused and said "Byte aligners are a custom-made medical treatment, once they have been purchased, Byte is not able to provide a refund." I am not asking for a refund on my aligners. The aligners are fine. I'm still wearing #** top (still does not fit perfectly). I am asking for a refund on the Protection Plan retainers I NEVER RECEIVED. I cannot wear the Byte retainer; I will not order Protection Plan retainers from Byte because they do not fit.I insist on a refund of the Protection Plan as I did not utilize it, will not utilize, cannot utilize it, and will not pay more money for an error made by Byte on the design of my retainer.

  Business Response

  Date: 11/12/2023

  Thank you for bringing this to our attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide an appropriate resolution for this specific complaint. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair 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 received my aligners in march of 2021, the whole process was supposed to be around 3 months. Throughout the whole process, I have expressed concerns with my results and have been very clear that I am not satisfied with my current treatment results. It takes about a week to even hear back from someone, then after sending pictures, another week, and by the time someone gets back to you, it takes about 3 weeks to get new aligners in. So with my teeth not being where they should be, and the ridiculous wait time, they move back while I wait for my new refinement aligners. Its like the cut the aligners to not properly move the teeth where they should be. I have finished multiple sets of aligners with inadequate results each time. I am highly upset with all the time and money spent for unprofessional and inadequate results. I wouldnt recommend this company to anyone, ever.

  Business Response

  Date: 11/10/2023

  Thank you for bringing this to our attention. The Byte management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

• Initial Complaint

  Date:11/02/2023

  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.

   
  Complaint: 20817974
  
  I am rejecting this response because:
  They are asking me to cut all my lower aligners . That is not part of a legit contract for a patients to cut and file the aligners . No its not acceptable 

  we can do a partial refund or full refund ! Im not playing with this Im pretty serious I will not accept this!
  Sincerely,
  
  *********************

  Business Response

  Date: 11/07/2023

  Thank you for bringing this matter to Byte's attention. Transparency at Byte is important, and Byte strives to ensure that all customers are not taken advantage of. The Byte clinical support team is available to assist and troubleshoot any concerns that customers *** have regarding their aligners. As Byte offers a convenient way for orthodontic treatment, the clinical team *** suggest troubleshooting steps that *** require some additional steps for customers to complete on their end. Troubleshooting such as trimming to improve the fit of the aligners on the teeth. Byte's ultimate goal is to ensure that every customer receives the care they deserve and achieves the projected results. 

  A member of the clinical support team has been working with the customer internally and will continue to do so to provide an appropriate resolution for this specific complaint. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal. 

  Business Response

  Date: 11/19/2023

  Thank you for bringing this to Byte's attention. The Byte management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint. It is recommended that the customer engages in direct communication with the management team to ensure efficient communication. 

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair 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.

   
  Complaint: 20814416
  
  I am rejecting this response because:

   

  As I previously mentioned, I have encountered a persistent issue with the retainers I've received. Despite receiving two separate impression kits at different times in an attempt to resolve this problem, the retainers provided have not fit properly. In fact, the most recent retainer I received not only failed to address the fitting issue but also exacerbated a new problem by causing discomfort and an improper bite alignment.
  
  Sincerely,
  
  *****************************

  to conclude the treatment, I requested a retainer. Unfortunately, the initial retainer provided did not fit properly. Subsequently, a new set of aligners was sent to me with the intention of forming a retainer based on them. However, this second retainer also failed to fit properly.Discomfort and Pain: I was advised to trim the sides of the retainer to make it fit, which I hesitated to do. After wearing the retainer for a week, I began to experience discomfort and pain in my upper last molar, raising concerns about the impact on my dental health.I am deeply dissatisfied with the quality of service and the outcome of my orthodontic treatment. I expected a more efficient, effective, and comfortable experience, but it has been far from my expectations.I kindly request that Byte addresses these issues promptly and professionally. I am eager to find a resolution to these ongoing concerns and restore the health and appearance of my teeth.

  Business Response

  Date: 11/03/2023

  Thank you for bringing this to our attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide an appropriate resolution for this specific complaint. 

  To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

  Business Response

  Date: 11/09/2023

  Thank you for bringing this to our attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide an appropriate resolution for this specific complaint. 

  To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20814416
  
  I am rejecting this response because:

  The 10-day window for a response is nearing its end, and I have not yet received a satisfactory reply that directly addresses the issue or proposes a viable alternative.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/30/2023

  Thank you for bringing this to our attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide an appropriate resolution for this specific complaint. 

  To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal. 

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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 started treatment for correcting the alignment of my teeth on 26th September 2023. This involved daily wearing of retainers (aligners) . Four weeks into my treatment I found that instead of one upper and one lower aligner they had sent me two lower aligners. I contacted them within 24 hours of discovering this and after eight days they finally said they would send me a replacement aligner for the uppers. They said that this typically takes 2-3 weeks to prepare and send. As such I am looking at at least a month long delay to what should have only been a 4 month treatment. At no stage in my correspondences did they apologise for the mistake on their end and it look them 12 days to even give me advice on what I should be doing for my treatment in the mean time. I am appalled by their complete lack of care for not only the way they have treated me as a customer but the clear disregard for the quality of the product if this mistake could have been made in the first place. The correspondences have each taken over 48 hours and have not been clear and are very formulaic. I paid $1799 for this service. I am sixteen days out from my original contact with them, as such I am still awaiting my replacement aligner and I have no confidence that it will be replaced and if it is whether it will ultimately be the correct one.

  Business Response

  Date: 11/06/2023

  Thank you for bringing this to our attention. The Byte management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint.

  To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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 contacted Byte to get information about invisible aligners to straighten teeth. They provided information and an estimate of price, I told them I have a bonded retainer, they didn't say it needed to be removed before impressions. I completed the impressions and sent them back, but they ripped the bonded retainer off of one side, so I had to find an orthodontist and pay $240 to have it fixed. I called them to ask if we proceeded, could I have a discount due to the damage. They said no, I wasn't surprised. I agreed to proceed with the aligners, which involved a credit check to get a Care Credit card to finance the purchase. They charged the full amount right away and told me my aligners would arrive around the 2nd week of October. After I had been charged in full, they told me I had to get any dental issues (such as cavities) addressed before they would ship my aligners. Please note that they did NOT disclose this prior to affecting my credit rating and charging me in full. I sent them an email stating this should have been disclosed up front, I asked them to cancel and refund me until I had the time and funds to get the cavities taken care of. They refused and only offered me a $100 rebate. Please note that I am expected to make payments or risk affecting my credit for a product they are refusing to provide until I spend potentially thousands more out of pocket.This is not right. I am more than happy to pay for the impression kit, but it could be several months or even years until I am "ready" to receive the aligners, according to them. For all I know, they may not even be in business by then and I will never receive what I'm being forced to pay for now. Their process is very misleading. Eligibility and requirements for use should have been disclosed in the first conversation, without exception. They are holding my funds/credit rating hostage. It is well within their power to do the right thing yet they are choosing not to. Can you please help advocate?

  Business Response

  Date: 11/06/2023

  Thank you for bringing this to our attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide an appropriate resolution for this specific complaint. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

• Initial Complaint

  Date:11/01/2023

  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.

   
  Complaint: 20808960
  
  I am rejecting this response because:

  I numerous occasions to get them to assist me with how to get the rest of my aligners and get this finished. But they refuse to call me and resolve this. I keep getting the ************ around. Hoops they make me to jump through uploading pictures and no one ever contacts me. And I have a medical issue with it causing migraines. I don't want this case closed until they speak with me on the phone and resolve this by helping me to get through the program or refunding my money.

  Sincerely,
  
  *****************************

  Business Response

  Date: 11/07/2023

  Thank you for bringing this to the Byte team's attention. The Byte management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal. 

  Business Response

  Date: 11/14/2023

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. To ensure more effective assistance is provided to the customer, the ********************** management team requests that the customer engages in direct communication with Byte. The management has been actively assisting the customers' concerns and remains committed to providing a satisfactory resolution. It is strongly encouraged for the customer to reach out to ********************** directly to achieve a solution.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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 purchased orthodontic aligners from Byte that have not been working. They then came up with a plan to have me start over and wear them longer. Now that they still are not working I asked for more help and have been told to put treatment on hold which I did weeks ago. I have asked several times for a refund and told no. I keep reaching out via phone and email and chat for support and been ignored. Their clinical video support she suddenly been discontinued as well which was promised as part of the plan to all customers. How can you offer orthodontic treatment if you cant get access to the team when it isnt working?

  Business Response

  Date: 11/01/2023

  Thank you for bringing this to our attention. The Byte management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in our responses on the BBB portal.

• Initial Complaint

  Date:10/26/2023

  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.

  The product is just a clear plastic object that does no such technology it is claimed to do and garanteed it really is identical to what aclear plastic piece that was made from 3d printing to fit the mouth it was molded for. I want a refund and this is a scam

  Business Response

  Date: 10/29/2023

  Thank you for reaching out about these concerns. The Byte team is committed to providing the support customers deserve. It is recommended that the customer contacts the ********************** support team directly by email or phone during standard business hours.