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

• 

  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:08/27/2022

  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.

  I started a byte aligner plan with byte about 3 years ago . I wore 2 separate rounds of *************** never straightened my teeth, although byte told me I was a good candidate for the aligners . They also did not fix my over bite , which was one of the main things I told them I wanted to fix when they asked me what I didn't like about my teeth . I wore my aligners correctly & always switched out when I was suppose to. Fast forward to this year (2022) I saw a dentist who basically took an mri of my mouth because for the past 3 years I have had severe headaches and my doctor couldn't figure out why. Come to find out, I have 2 slipped disk & intertwined tissue in both sides of my jaws . I was told by my dentist that this resulted in wearing the aligners. When I reached out to byte, they stated I had to get a release from the dentist in order to continue my treatment. I asked for a full refund, due to my dentist saying she does NOT recommend using these aligners anymore AND my teeth are no different than the day I started using these . My aligners were paid in full months ago & now I am out over $2000 with no results & can't even finish my plan because it left me with slipped disks and severe bone on bone TMJ . This is not okay . I now have to see an orthodontist hours away & will be out additional money to fix this .

  Business Response

  Date: 09/07/2022

  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.

  Customer Answer

  Date: 10/13/2022

  ***Document Attached***
  I did not see the email from BBB, it went to my junk folder , so my case was closed without being resolved .
  See Attachment/File: 0F11E1DD-5E2E-45D0-AA3F-3A9E80A972A9.png

  Customer Answer

  Date: 10/13/2022

  The business provided a contract for me to sign stating I would receive a refund within 7 days & a barcode for me to return the aligners I had left from the treatment plan, I did both of these things & have yet to receive my refund and it has been about 3 weeks since I have returned them .

  Business Response

  Date: 10/14/2022

  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.

  Customer Answer

  Date: 10/20/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I agree with this response , but have not received a refund at this time . I did receive a response by email from Byte after I submitted my last response to BBB , stating that I would receive a refund in 2-3 weeks and that they have received my returned products. I will update if the refund is never received. Thank you so much !

  Customer Answer

  Date: 11/25/2022

  ***Document Attached***
  It has been well over a ****************************** has yet to provide the full amount they owe me of $2336.25 . I received 1 single payment today for $86.94 . I have contacted them multiple times & have been told twice now that my payment will be sent. I was persuaded into signing an agreement stating I wouldn't bring any lawsuits, etc. to this company & was promised once I returned my unused ***************** the agreement that my refund would be issued within 7 business days.This is unacceptable . I need every dime back including the down payment I had to pay to get started.
  See Attachment/File: 32FDBAE2-81F8-489F-9B84-2851BE3D0867.png

  Business Response

  Date: 11/30/2022

  Thank you for bringing this to our attention. A specialist from our management team has reached out to the customer and will continue working with them internally to resolve this issue.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not provided a resolution. They keep giving me the run around and not returning my calls. They refunded $86.94 to my checking account but stated they were sending the rest by check. Why not refund it all together? The contract I signed stated my refund would be issued 7 days after they received my aligners. They let me know in October that they received them. It is now the middle of December and all they keep telling me is that a check has been issued but it may take up to 30 days. It has been well over 60 days. At this point I feel like they are breaking the terms of the contract and will be consulting with an attorney on what our next steps should be.

  Customer Answer

  Date: 12/07/2022

  ***Document Attached***
  It has been three months, not two, since everyone signed the contract. I forgot to attach these documents previously. They did not put the correct amount in the contract nor did they include the cost for my kit or my down payment.
  See Attachment/File: DEB833C2-187C-4BB8-8CA4-26F0BDC27E5D

  Business Response

  Date: 12/11/2022

  Thank you for following up regarding your Byte experience. At this time, we would like to work internally to come to a resolution. Byte recommends reaching out via email to continue to discuss concerns.

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  They finally, after 3 months and endless messages, emails and phone calls, delivered my refund check.

• Initial Complaint

  Date:08/27/2022

  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.

  After following my treatment plan for several months, my dentist noticed that the aligners caused a large gap in my rear molars. As a result, I had severe decay and had to get 2 crowns replaced along with a root canal. I notified Byte and supplied the X-Rays, notes from my dentist, etc. exactly as Byte had asked. Byte then requested that my dentist give permission to continue treatment. My dentist, in writing which I supplied to Byte, explained that he could not recommend that I continue with this treatment since it is very unsupervised and customer service takes several weeks to reply to any issue. I supplied Byte with this information and asked for a refund and also mentioned that I wanted to discuss reimbursement for the damage caused by the aligners. They refuse to reply to any of my communication. This issue was raised in May and I have not had a reply from them since June 30th. I am to the point of requesting arbitration.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for sharing your experience. At Byte, your safety remains our number one priority. With Byte your Clinical 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.
  
  The Byte Management team will be reaching out to the customer directly to further assist them internally and ensure a fair resolut8on is reached.
  
  
  Consumer Response /* (3000, 7, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am awaiting a response from them because I asked a question concerning their proposal for resolution. They usually take several weeks to respond to anything so please leave this case open.
  
  
  Business Response /* (4000, 9, 2022/09/17) */
  We want to thank this customer for working with us internally so that we may reach a fair resolution while complying with HIPAA regulations. We recommend that the customer refer to our last email correspondence to share any additional concerns.

• Initial Complaint

  Date:08/27/2022

  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.

  I ordered my retainer and when it came the material was considerably thinner than any of the ones I've received in the past. It also is super loose and visibly not like my previous one. I sent in pictures and was told that it was ok based on what they could see. I expressed that I wasn't happy with it and would like a replacement. I spent money on a product that I'm not happy with upon wearing it. I would like a replacement of the same quality as the previous one.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/07) */
  At Byte our support team is ready and available to assist with any questions or concerns that arise during treatment. Please refer to the latest correspondence from our team as they are happy to continue to assist internally.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a replacement retainer.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  Please refer to the latest correspondence from our support team as we are happy to assist with the next steps internally.
  
  
  Consumer Response /* (2000, 11, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I spoke with ********* and she will be sending me a code to replace my aligner.

• Initial Complaint

  Date:08/26/2022

  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 June, sent off my impressions was immediately contacted about financing via text By ****** via byte. She set up payment plan via "spliit" but full amount was rendered to byte. My treatment plan was ready in no time, upon looking at proposed treatment plan it didn't address my dental issues. So I didn't approve it and submitted a "help request" waited for weeks. Heard nothing back so I called and emailed and texted and got no response. Their phone doesn't work. I went back online to see if my treatment was altered, to my shock it was someone else's teeth!!! The obviously different size, shape and gaps these teeth had were easily apparent that they were Not mine! Again there was No way I would approve treatment for someone else's teeth! I called and emailed only to receive a "will escalate to manager" from my "byte rep" *****. I asked for his managers info so I might contact myself. He never gave me the info. Having already been charged $2344 for a plan I was never going to approve. I contacted their 3rd party financing "*******" whom won't stop charging me till byte says so. Byte has violated their contract, services were not rendered and will Not be, I will never accept their proposed treatment plan. Will be contacting FTC, my attorney general. If no resolution filing suit will be the next course of action. Dental fraud is being committed by byte. Wished I had looked better into this company prior to, I would have seen the multiple lawsuit being filed against them via patients and the ADA.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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.

• Initial Complaint

  Date:08/26/2022

  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 April of 2022 I ordered byte aligners for my daughter.
  Byte sent molds that we used to get impressions of her teeth. These are used to make fitted aligners for her teeth.
  Byte sent aligners at about three weeks. We tried to fit the aligners on my daughter's teeth and they wouldn't fit.
  Contacted service at Byte and took days to get a response in help fit the aligners. Tried their suggestions and aligners still didn't fit.
  Byte sends a different and new set of molds to make another impression of her teeth. We obliged and made new impressions. We sent impressions and waited another 3 to 4 weeks for new aligners. They never updated me of the process or if new aligners were sent.
  Customer service takes days and up to a week to answer any questions. Their phone number is basically useless and never has anyone available to talk with you.
  New aligners arrived and these still won't fit her teeth.
  After three months plus of back and forth aggravation we still don't have aligners that fit.
  At this time I asked for my money back.
  I was told in an email that Byte doesn't refund money based on a "fitment guarantee ". Well that's kinda crappy. I feel I have worked with them and been very patient for a product and service that should work. After two failed attempts of fitment I believe my money should be returned.
  I'm now disputing the charges on my credit card in hopes of getting a full refund.
  $1,900 is a lot of money to lose for someone trying to do good things for their children.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Please refer to the latest correspondence from our management team as we are happy to continue to resolve this internally.

• Initial Complaint

  Date:08/25/2022

  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 received my first kit a month ago, and sent it back. Stated I needed to do another one. Did the impression kit, and sent it back almost two weeks ago. Have heard nothing from Byte. Contacted 7 days ago and have still heard nothing. Terrible customer service.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for bringing this matter to our attention. At this time, we would like to work internally to come to a resolution for this specific complaint while staying HIPAA compliant.

• Initial Complaint

  Date:08/25/2022

  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.

  On May-2022, I reached out to BYTE to address some issues I am having with alignment. ********. CDA responded with a video call appointment. We spoke about proper wear & she also noticed the gaps that were still present this far along in the treatment. She advised to trim the appliances to get a tighter fit with the 4 out of 15 remaining aligners I had on hand prior to ordering the next set of aligner. I asked for a new impression kit since the current treatment was not delivering the desired results. ****** advised that they don't do that in the middle of treatment plans. Since May-2022, I have sent over 20 emails to byte requesting the next set of aligners and a video call to address the alignment issue. Various reps have continuously emailed me asking for pictures that's I've already submitted & review with ********. I complied and sent the pics. After multiple emails requesting the same pics, I grew tired & advised I don't have the patience to continue sending pictures. I then received an email saying I was in breach of contract for not having historical aligners (which I did have & sent pictures of) and that i would have to pay for another aligner, buy protection plan or be happy with my current progress. Last night I received another email asking for pictures of gum tags from earlier in the treatment which have no baring on the initial request to send the remaining aligners I have paid for. This is a plot to see if I am in breach of contract so they don't have to take responsibility for a failed treatment plan. No one from the company answers my questions or my requests for a video call to address this. I do not feel this company is delivering on it's initial promises and refuse to address issues they have caused.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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. Moving forward, we would like to work internally to ensure all of your concerns are addressed while still complying with HIPAA regulations. A member of our management team will be reaching out via email.

• Initial Complaint

  Date:08/24/2022

  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.

  Purchased Byte aligners under the impression it would improve my teeth based on the "projected treatment plan" they had provided. What they don't tell you is Byte cannot move teeth up / down as there are no attachments- I found this out after my treatment was complete and my teeth were still crooked. Worst mistake ever - use caution before buying.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for bringing this to our attention. A specialist from our 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.

• Initial Complaint

  Date:08/24/2022

  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.

  Byte customer service is a nightmare. I have done absolutely everything I've been asked to do, and have gotten the same generic non response for three days now, from an alleged dental assistant, requesting the same documentation I've already provided. I emailed, texted, called and left messages and the only person that's bothered to respond is the gentleman that helped set up the financing. At this point I'm paying for a product I have not received, and the "costumer service" of one email a day, is starting to significantly delay my treatment. I'd like to know what I'm paying for, as I can't even get ahold of anybody on the phone. Beyond frustrating for a service this expensive that I'm already paying for.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for sharing your experience. Byte is eager to help support each of our customers through treatment safely. There have been delays surrounding response times, and Byte remains diligent in ensuring these time frames are sped up and that each and every person that comes our way may have a direct and immediate response. Based off of additional information, we are able to come to a direct resolution with the customer and are looking forward to assisting via email.

• Initial Complaint

  Date:08/24/2022

  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.

  This company is a SCAM!
  Do the work and read the thousands of horrible reviews before purchasing.
  I decided to do the aligner program back in July 2020 and paid in full (BIG mistake). I had braces before and only needed to move one tooth on my top that had slightly shifted over the years. Byte makes you pay the same price even if you are only needing it on top or bottom. I paid $1,700 (They got more money out of me than any typical patient). Byte claimed my treatment would only take 2.5 months and It has now been over 2 years of wearing these aligners. I expressed concern early on in treatment and multiple times throughout treatment. The only solutions they gave were to re-wear the same aligners for longer, or pay more money for new ones. I even had to go backwards in my treatment multiple times. (Instead of a week or two of wear- I was wearing them for months at a time) This also posed a quality issue, as the aligners are not made for longer wear time. Before I was able to complete my treatment I had an emergency dental visit for my front tooth that I had chipped. After the visit, my aligners no longer fit. I contacted Byte again to explain the situation. At this point I am close to the end of my treatment but none of my aligners fit. Since reaching out about this issue they made me jump through multiple hoops and only offered up a solution of paying even MORE money, or getting my doctors to provide a letter head stating an "emergency" repair was done. They won't give me or my dentist any context for needing the letter. My dentist provided me a written email stating my treatment was urgent and unplanned (In other words an emergency) and they refuse to provide legal documentation to Byte until byte can explain what it is needed for and why, which I agree with. Byte has my money and continues to dance around the issue. They will not answer my request or my dentists request for an explanation of documentation needed. They also refuse to provide and alternative.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Thank you for bring this to our attention. We are eager to assist the customer in reaching a fair resolution. Our Management Team will continue to assist the customer internally until all has been rectified.