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:09/09/2022

  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 signed up for Byte in the beginning of 2021, assuming it would be a good choice for my dental needs. I did the impression kit and got back that I would be a good candidate. They also sent a 3D construction of what my smile would look like after aligners. My total was $2544.00 and through CareCredit I've paid a ridiculous amount in interest. They shipped me aligners, which completely did not fit, that should have been my first clue they didn't know how to properly treat me. I reached out and did new impressions and then was sent a new set. I did these as instructed for the given time, and when I completed the sets I sent in my progress pictures. I was told my teeth had not shifted as they should and I would have to start ALL over again. So I did another impression kit and they sent me another kit of aligners. I was also injured around this time and starting a new job so I didn't start these new ones right away. My teeth had also grown really sore and my gums were bleeding from the aligners so I took a break. I then went to my dentist and got his opinion on using Byte. After looking at my Xrays he told me I should have never been approved. My overlapping teeth are unable to be shifted and would need spacers in order to be moved. My back teeth also would require braces in order to be moved as they are caving in towards each other. He told me it was a good thing I'd discontinued using it before there was further damage that could lead to serious issues. I do not want to continue paying for something I clearly cannot safely use and that will also make my dental issues worse. I should have never been approved for something I was obviously not a good candidate for. I've reached out to Byte and am awaiting a response from them. But I just want my money back and to be released from any further payments.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Thank you for bringing this to our attention. At Byte, your safety remains our number one priority. Our Pro Care team consists of dentists, doctors, and assistants that look into each and every treatment to ensure we are providing you with the safest possible treatment if you are a candidate for our aligners.
  
  In the event that you were not approved, this does not mean you cannot be treated with alternative methods- we would like to make sure you are being given the safest possible treatment for your needs, and that may not be our care. If you were approved, we would love to take a further look to ensure your treatment is on track.
  
  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.

• Initial Complaint

  Date:09/08/2022

  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 cannot get further treatment because of the lack of responses. I keep getting emails saying my warranty is voided when I did nothing to do so. Anytime I respond to the emails, they send me to another fill out page and I have to wait again. I have been trying to solve this issue for months. They want me to pay $700 for "voiding" the warranty yet lack proof that I did. The phone line no longer works, emails do not work either. What am I suppose to do?
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Thank you for bringing this to our attention. At Byte, your safety and journey is number one. There are times when the treatment may not go according to plan. Byte offers the Protection Plan to ensure that we can keep you on track in the event that any compliance is void during treatment, or to provide additional replacements at no additional charge.
  
  In the event that instructions were not followed for our treatment, an additional fee may be required in order to work with our team for an updated treatment plan. For more information surrounding the guarantee, please read here: https://www.byteme.com/pages/guarantees
  
  We are eager to assist the customer in reaching their treatment goals. We will have a member of our management team follow up with the customer to reach a resolution internally.

• Initial Complaint

  Date:09/08/2022

  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 the byte aligners about a year ago. The customer service like everyone mentioned could be better but I was patient with them because I know how things can be sometimes. Initially I had 22 aligners needed for my top row of teeth and it took me 3 weeks to get them. So I was set back 3 weeks in progress. Afterwards when I finally received them, I tried moving forward With one of the aligners and it cracked almost immediately! I have never had this issue with the others and I didn't even get the opportunity to wear the aligners so I immediately reached out. When I finally hear back from them, they tell me it costs $149 to replace an aligner!!! An aligner that I never even got to wear because it was so poorly manufactured. When I signed up for this they go by a smile guarantee her they are consistently trying to throw random charges any chance they get!
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Thank you for brining your experience to our attention. At Byte, your safety and journey is number one. There are times when the treatment may not go according to plan. Byte offers the Protection Plan to ensure that we can keep you on track in the event that any compliance is void during treatment, or to provide additional replacements at no additional charge.
  
  In the event that instructions were not followed for our treatment, an additional fee may be required in order to work with our team for an updated treatment plan. For more information surrounding the guarantee, please read here: https://www.byteme.com/pages/guarantees
  
  Byte is eager to assist the customer reach their treatment goals. We will follow up with the customer internally to work together towards a resolution.

• Initial Complaint

  Date:09/08/2022

  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.

  In November 2021 I received my treatment plan and aligners. I followed the treatment plan through completion without receiving the results as shown on treatment plan. When I reached out to Byte I was instructed to go back several weeks and start over from there, some aligners were cracked, again, at the end of the start over the results were not as indication in treatment plan. I have sent emails and pictures to Byte and have requested several times to send a new impression kit to be re-evaluated and they just keep asking from picture and telling me to go back to where the aligners fit best and start from there. Most aligners have cracks as I have used them twice already and they will not send a new impression kit to be re-evaluated so at this point I just want a refund and I will send all aligners back as they did not do what they promised it would. Please help in obtaining a refund.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Per Byte's Guarantees page as well as FAQ page (***************************************) the site states the following: If you receive a product that is damaged let us know by sending an email to ****************** and we will replace it. For your safety, we do not accept returns. Most products ship the same day they are ordered, or in the case of custom aligners we begin production of your custom aligners as soon as you complete your aligner purchase. Once an order has been placed, we cannot accept exchanges, returns or refunds. While we may not be able to provide a refund, our Professional Care Team is able to review any concerns that are surrounding treatment to ensure that the customer's results are being cared for. If there is ever an issue with treatment or the desired results aren't happening, we'll take a look and provide additional steps!

• Initial Complaint

  Date:09/07/2022

  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 the all day aligners from Byte. I wore the aligners as prescribed, took all the pictures that were asked of me, and follow directions when I contacted customer support. My teeth are not straight, the liners were a poorly fitting nightmare from week 2 on. Not only does customer service take at least a week if not more to get back to you, but they never resolve anything. They ask for additional pictures with every email, even though pictures will not change a patient's teeth being crooked. This business needs to be avoided by everyone. They are stealing peoples HSA/FSA money and providing false promises about a Satisfaction guarantee that doesn't actually exist. The best thing for everyone would be if they went out of business.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/13) */
  As Byte is a remote therapy, photos are an essential part of ensuring we can assist our customers with their treatment and check their progress for the next steps or suggestions to help with any complications they are experiencing. Our support team is happy to continue to resolve this matter internally.
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one ever argued that pictures are not necessary. Thank you for your condescending response. Professional. Although the red herring argument you chose seems like it would be enough, my problem was with the "final results". As I have communicated with your company over and over. Your company requests picture throughout the entire process, so you already had a plethora of pictures to choose from. I also sent in additional pictures when requested. The bigger problem is that you ask for more and more and more pictures to avoid providing the quality results you tell your customers they will receive before purchasing the aligners. I want a new mold and you to finish the job I paid you to do. The refusal to do that should serve as a warning to anyone who is considering Byte vs any other aligner option.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  At Byte, our aim remains to provide you with a quality journey that provides you with the smile you deserve. So long as any customer in our treatment is diligent with the instructions provided and all guidelines are followed, progress should be visible. However, we do also understand that every person's anatomy is different, and treatment may not go as originally planned. Not to worry! Byte provides a Clinical Support Team check in via our account center to provide each customer with their next steps if they are concerned with the progress of treatment. Additional aligners may be available, as well as an adjustment to treatment to ensure we can provide the desired outcome. We recommend that if there is a customer with fit concerns, that they follow up with ****************** to ensure we are getting them taken care of promptly.

• Initial Complaint

  Date:09/07/2022

  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 the Byte aligners paid in full for $1804.95 on 08/15/2022, I was informed I should receive 15 aligners, when I received the aligners on 8/31 it was only 12 out of 15. I called the Byte representatives immediately letting them know and they advised they would look into the issue. I started my aligners the same day and Step 1 fit fine. I proceeded to track my process via the app and using my Hyperbite as well. The following week It was time for me to move on to step 2 and the aligners would not fit my teeth, there was resistance when attempted to push the over my teeth, I was in fear my teeth would snap so I did not force them but called Byte. They gave me options to try, soaking them in warm water...they requested pictures, all was completed on my part. They eventually told me to move to step 3, and it was the same issue of them not fitting. They requested more pictures, however this process has already been over a month, I did not want this to proceed and continue down the same path and too much time passes, or they tell me to continue to open aligners 4-12 and they still not fit. I requested a refund or a partial refund (I've only used aligners 1, however they had be try aligners 2 & 3 now) due to this being a BYTE issue and not my issue. Instead they want to send me another kit, which I do not see this being fixed. I have paid for aligners I cant use, so they have $18,00.00 and I have nothing.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Per Byte's Guarantees page as well as FAQ page (https://www.byteme.com/pages/guarantees) the site states the following: If you receive a product that is damaged let us know by sending an email to [email protected] and we will replace it. For your safety, we do not accept returns. Most products ship the same day they are ordered, or in the case of custom aligners we begin production of your custom aligners as soon as you complete your aligner purchase. Once an order has been placed, we cannot accept exchanges, returns or refunds. While we may not be able to provide a refund, our Professional Care Team is able to review any concerns that are surrounding treatment to ensure that the customer's results are being cared for. If there is ever an issue with treatment or the desired results aren't happening, we'll take a look and provide additional steps!
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The aligners that I paid for DO NOT FIT ME. I am not asking for a refund because I am not pleased with a product, the product does not fit, meaning I cant use what the company manufactured. I have not been able to use what I have paid for. I have done every self evaluation that was sent to me and still have been unable to use what I paid for.
  
  
  Business Response /* (4000, 9, 2022/09/17) */
  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. We would recommend that the customer express their concerns internally to ensure they are properly addressed.
  
  
  Consumer Response /* (4200, 11, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have several email conversations, I have been told to try the aligners even after I told management that I heard my tooth crack and didnt want to press them in fear of breaking my teeth. Each advisor has asked for pictures...then I was finally sent another impressions kit to take more impressions..its been over a month at this point and Its still not rectified, so I have tried reaching out to BYTE about them not standing behind their product and I basically paid form something I cant use
  
  
  Business Response /* (4000, 13, 2022/09/22) */
  Please refer to the latest correspondence from the management team as we are eager to continue to assist with this internally.

• Initial Complaint

  Date:09/06/2022

  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.

  2/2/21 - started Byte, purchased impression kit for $21.42.
  2/23/21 - paid in full $2195.00 for the byte retainers.
  2/23/21 - byte said it would take 23 weeks for top treatment, 13 for bottom treatment
  8/20/21 - problems with fitment, contacted byte. Email responses were slow and non-productive. Finally got to a clinical team that said I needed to backtrack and redo the impressions.
  9/3/21 - new impressions were done and sent back the same day I received the kit.
  9/10/21 - inquired if they got the new impressions, got the run around for the next month. Tracking on the packages showed delivered.
  10/7/21 - notified that byte lost the package at their warehouse.
  10/14/21 - byte sent out a new impression kit.
  10/20/21- new kit received and sent back same day.
  10/25/21 - was told new impressions were received at byte.
  11/17/21 - almost a month after, byte sent out new aligners
  3/25/22 - more problems with fitment. Sent lots of pictures/videos. Got to a point where one team stopped responding, had to re-inquire and was set up with a new team.
  3/31/22 - was told to backtrack again, at this time, the current retainers we're cracking/degrading. I was running out of previous retainers.
  6/21/22 - send more pictures, was told backtracking wasn't working, and told to backtrack further. Second team also asked for all the same pictures/ photos which should have been on file.
  6/25/22 - stopped hearing from the clinical priority team.
  
  I am beyond frustrated, I have given this process a more than fair shot.
  Keep in mind that every email with photos/inquiries/videos needed took 7 DAYS MINIMUM to hear back for them just to request more info/pictures.
  
  The best customer service I received was before I payed in full.
  
  I am 78 weeks (1.5 years) into this process and have nothing to show for it but $2195 poorer.
  
  I think I have done everything I can to make this work.
  
  I hope Byte feels the same way and decides to respectfully refund my money and we can go out separate ways
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Thank you so much for bringing this matter to our attention. At Byte, our goal is to provide our customers with the smile goals they deserve. Moving forward, we would like to work with this customer internally while complying with HIPAA regulations. We will be reaching out to the customer via email.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Byte is still trying to sell me on further treatment that will not work with my case, each time the retainers have gotten to a point where my bottom teeth are pushing on my top teeth NOT allowing my top teeth to come together. This creates an issue where I will not reach the final results as sold to me in the treatment plan. I will need a restructure of my jaw to fix an overbite before my top teeth will come together.
  
  This being the case, I will never reach the outlined results as guaranteed in the treatment plan they sold me.
  
  Byte does not take jaw-bite and teeth mesh into account when they sell you this product. Only top and bottom molds that are supposed to magically come together no matter your bite or jaw shape.
  
  They still refuse to refund my money.
  
  
  Business Response /* (4000, 11, 2022/09/14) */
  Behind the scenes, there's so much that goes into straightening the teeth! When a customer signs up for our treatment we take into consideration that everyone has different anatomy and bone density, every person's treatment plan is 100% unique. When a treatment is evaluated, our team reviews your original smile projection alongside impressions. We take your teeth, roots, and ligaments into consideration, deciding on a safe and healthy number of aligners. We understand how this may seem unnecessary upon first glance, but we want to assure that this decision was made with our customers health and optimal results in mind. A specialist from our management team has reached out to the customer and will continue working with them internally to provide an appropriate resolution for this specific complaint.
  
  Consumer Response /* (2000, 18, 2022/10/10) */
  Byte sent refund.

• Initial Complaint

  Date:09/06/2022

  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 the process with Byte in April of 2021. I have paid $83.27 monthly since then. I used the aligners as I was instructed. I used the full 15 aligners which were the first round of treatment. I reached out around the 13th set of aligners because I was concerned that I wasn't seeing any changes in my teeth. They were responsive initially and requested lots of pictures to give them more info about the progress of my treatment. I sent all the photos they asked for. I was sent one more aligner as follow up and then they stopped getting back to me. I have paid Byte directly a total of $1463.63 and they have now sent the remainder of my debt to Westlake Portfolio Management (collections agency) in the amount of $1453.54.
  
  I am looking for a complete refund and a resolution to the debt with Westlake. I have already requested this from Byte and have heard nothing in response.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We are sorry to hear that the customer is experiencing these frustrations. As per our guarantees page and informed consent, once an order has been placed, we cannot accept exchanges, returns or refunds. While we may not be able to provide a refund, your clinical support team is able to review any concerns that are surrounding treatment to ensure that the customer's results are being cared for. If there is ever an issue with treatment or the desired results aren't happening, we'll take a look and provide additional steps! From this point, we would like to work with this customer internally in order to reach a fair resolution while complying with HIPAA regulations.
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept that I am ineligible for a refund. I have gotten no response from the company directly before or after this issue began. I have now been sent to a collections agency, which is lowering my credit score. I am completely unhappy with the result of treatment which is nonexistent. I would still like a refund. I do not accept this resolution.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  Thank you for bringing this to our attention. A specialist from our management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint.

• Initial Complaint

  Date:09/06/2022

  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.

  in decemnber of 2020 i ordered the byte kit. i did the molds and received the aligners. i was traveling so i started them in 2021 early in the year. I wore these aligners despite the constant sores and cuts they caused my mouth. I reached out multiple times through the chat on my phone and never got responses. I reached out by email and never got service for weeks on end. i was in the final stages of the liners early this year and developed such bad sores from the aligners i had to stop to let my mouth heal. upon healing the sores the aligners are not fitting and they say i do not qualify for the guarantee. i reported over and over to customer support and was just told to file them. i could file them to dust and they still cut my mouth. I do not want anything but my teeth fixed. i understand i get no money back but they want me to pay 899 on top pf the 2000 i already paid because i was on the final step and told them my teeth still had gaps. i got no response i tried to address this well before i could no longer wear the product. i requested a they just give me what i paid for, if the aligner fit appropriate to begin with i would have been done by now.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We are so sorry to hear that the customer is experiencing these concerns. At Byte, our Clinical Support Team may request additional trimming to ensure a proper fit and an on-the-spot solution to fit issues, gum tissue fluctuation, dental work, overall comfort, and even to get the customer's treatment on track. In the event there are issues, our team will continue to work to provide additional solutions that are both safe and effective. We would like to continue internal correspondence with this customer to ensure we reach an intentional solution while complying with HIPAA regulations.

• Initial Complaint

  Date:09/04/2022

  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 cannot stop getting communications from this company, I have unsubscribed from all emails twice, I have told them via text, and directly person to person on the phone to cease all contact with me. I am a disabled veteran with PTSD who is on the autism spectrum, this constant hounding is causing me great distress and the reason I decided to not use their product to begin with, hard sell tactics. I dread opening my email just to see more correspondence, because when I think I should finally be free of them it, they email me again, oblivious and non-responsive to my requests. Please help. I have used a different email with the company **************** which I use for most financial/purchase transactions. I am unsure how to attack my email evidence to the form below sadly.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Thank you for bringing this to our attention. A specialist from our management team has reached out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint.