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:08/23/2022

  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.

  Dec 7th I paid Byte ***** for aligners to straighten my teeth that was supposed to take 4-6 months.
  
  Customer service WAS amazing..I had 3 people helping me thru the process.
  
  AFTER payment was received customer support was non-existent.
  
  Phone calls only lead to automated msgs stating you must email.
  
  They take anywhere from 1 to 3 weeks to even respond to emails.
  
  The first box of aligners was of great quality. Fitment perfect, no complaints.
  
  The second and final box of aligners was of lesser quality, air gaps, right side of lower aligners would pop off my teeth, texture, plastic..all cheap quality.
  
  I was building a business when I ordered these because the time frame was perfect that these aligners would be out by the time I had to conduct business.
  
  I was supposed to be done in June. It is now close to September.
  
  I was on my last set and I told them all my teeth weren't straight one was barely off. This took weeks of trying to contact them. When I should've already been done.
  
  Finally I got a response. They told me to go back 8 weeks to set 18 and wear that set for 2 weeks. This is after it already took them weeks to respond.
  
  Ok..I've been done with set 18, I sent them an email asking if I could move forward 2 weeks ago with no response.
  
  I'm over it. This is ridiculous. Your company is only as good as your service and their service is non-existent. This is false advertisement as this has taken way longer then they stated it would and it is only because of their poor customer support AND if there was 1 more aligner in that kit I could've just put it on for a week and all of my teeth would've been straight. That 1 tooth was only off by a MM or 2. So instead of them making the kit right, or even sending me 1 more aligner, they decided to send me back months. Then just ignore me..which is making me in return wear these even longer.
  
  100% Byte is at fault for their product not working as they advertise. I want a refund or partial and they need to finish this

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/08) */
  At Byte our Professional Care 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. Rest assured, if this was the initial resolution provided, we ask that the customer give it a try. In the event there are issues, our team will continue to work to provide additional solutions that are both safe and effective.

• Initial Complaint

  Date:08/23/2022

  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.

  I ordered the byte aligner system. The aligners will not fit on my teeth and seem to be on the completely wrong angle for my mouth. I have a missing tooth, and that tooth is there on my aligners, letting me know they didn't mold the teeth correctly. I cannot fit these in my mouth, and I don't expect it will get better. I have reached out with no success. Please issue a refund, Byte.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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:08/23/2022

  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.

  On 07/21/22, I purchased Byte aligners ******** with an additional protection plan which included retainer replacements twice a year for 5 years also covering any needed replacements ******* Shortly after I began having issues with the aligners. Over 3/4 months, I kept reaching out with concerns about them not fitting and ended up not getting far into the treatment before they recommended new aligners. Once I received them, they didn't fit any better. After a week, the corner of my front tooth chipped, and had to receive dental work. When I reached out to them, my messages were never responded to after multiple attempts. After around 4 months, I sent another email requesting a refund. They finally got back to me and told me they couldn't offer a refund due to their grantee policy, but wanted to know where I was in my treatment. Even though I outlined I hadn't been able to due to the fact they never responded to my email. I tried to dispute this claim with my card due to the fact I didn't receive service (being left not responded to) as well as not being able to use the aligners and the retainers I had paid for due to not being responded to, not fitting, and never receiving the retainers because I never got that far. After a month, they were unable to because it had been at a year and Byte's policy. Unfortunately, I am not interested in continuing due to poor service and risking my teeth again. I was ignored for months, I paid extra for retainers that I have/will not receive because of being overlooked, and as well as being told to wear aligners that did not fit after multiple emails showing concern for it. This isn't an issue of treatment progressing rather than paying for a service I haven't received from the company and not feeling comfortable at this point.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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:08/22/2022

  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.

  Signed up for aligners and advised representative I wasn't able to pay anything up front he said that was fine as they had options that didn't require a down payment, after ordering and receiving the molds they advised no other options that I had to use a down payment since my credit score wasn't high enough if they would have advised me this from the beginning I wouldn't have orders and wasted money knowing I wouldn't qualify for them

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Thank you for bringing this matter to our attention. At Byte, your safety remains our number one priority. The Byte 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.
  
  We would be happy to continue to support the customer internally to reach a resolution.

• Initial Complaint

  Date:08/21/2022

  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.

  Byte has had horrible customer service. It has taken weeks to get the next portion of my aligners and I am finally on my 'retainers' where my treatment is complete and they don't fit at all! I am very upset with byte, I paid to have my teeth straightened and now I don't have that since their aligners don't fit me. I had the daytime aligners and at a minimum kept my aligners in 10 hours a day and used the byte vibration tool at least 10 minutes each day. The final retainer doesn't even match the shape and size of each teeth and their are major gaps. If possible, pictures will follow.
  
  I'd like them to fix the issue, but if they can't, refund me all of my money.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for bringing this matter to our attention. Unfortunately, while we can predict how your teeth will move, every individual has many variables in anatomy that can require adjustments in order to achieve the smile of their dreams. This is true for any orthodontic treatment. That said, 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:08/21/2022

  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 started using Byte in 2020 for a treatment that should have lasted 20 weeks. It's 2 years and I'm still dealing with them.
  
  The main issue I'm having and would like ultimately resolved is that I had to have dental work done right around the time I was nearly done with the plan. I called explained and they said they would send an impression kit- no issues there. Initially they said it would be for my retainers but as I couldn't wear my aligners while doing the root canal nor could I wear them after, I asked for them to replace my aligners. I was told this is what was done. When I finally get the results of my impression kit some weeks later, they are retainers. Deeply frustrating as I asked for aligners because I couldn't finish my plan as they couldn't fit. When I spoke to someone they said I would need to pay **** more to go back to the aligners phase. My "retainer" literally has spacing in it and is far from what my final treatment plan is supposed to be. I'm also under the believe that I was supposed to confirm my treatment ended and I was ready for retainers and I never did that either- I was actually very careful NOT to do it as I knew I still needed aligners before I got my retainers.
  
  I also never received 2 referrals "bonuses" either.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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:08/21/2022

  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.

  I began treatment with Byte in late April of 2021. In May of 2022 I seeked a second opinion from another orthodontist after still not being on track with my treatment with byte. The new orthodontist told me I need standard braces ********************* performed on my jaw that would only get worse if not performed. Due to it being a medical reason, Byte agreed to end my treatment and refund me the full amount for the treatment upon receiving a return of their products. A contract was signed between the two of us 5/17/2022. They received the products I returned on 5/24/22 and stated a return had been processed. However an automated payment was continuing to be taken out of my account for the months of May and June until I stopped the payments myself with my bank. I was told on 6/17/2022 these payments would be refunded as well and to wait 10-14 days but allow up to 30 business days if I hadn't received it. After waiting 30 business days I reached out to check again and was told on 7/7/2022 that there was a delay in my refund but it was corrected and I would receive my refund by the week of July 8th. I reached out yet again on 7/17/2022 and was told that they were actively working on a resolution.
  I received a response from byte on 7/22/2022 that no further action was needed and they would contact me if needed.
  It is now 8/21/22 I have still not received a refund and the only information they give me is to keep waiting "a few business weeks"
  It has been almost 4 months now and the issue has not yet been resolved.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for bringing this to our attention. A specialist from our management team has already made contact with the customer and will be working with them internally to provide an appropriate solution for this specific complaint while still complying with HIPAA regulations. We are dedicated to finding a satisfying and prompt resolution.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not heard from the business since 8/11/2022 where I was just told to continue waiting. There is still no resolution.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Thank you for following up regarding your Byte experience. Byte Management is dedicated to finding a viable and intentional solution for your concerns and will not cease until all has been rectified. Moving forward, we would like to work internally while complying with HIPAA regulations. We will be reaching out via email.

• Initial Complaint

  Date:08/19/2022

  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.

  I have had a good experience with process up until the final stages of treatment. I had an issue in the later stages of treatment where I have been prescribed to where the aligners longer than expected as I have not seen progress for over a month and they have now cracked due to over usage. I called and there was no plan other than pay an additional **** per aligner and wait three weeks + ... and I've not been assured this will resolve moving my smile forward? I will likely take steps to cancel agreement and future payments as im not satisfied with the outcome.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/06) */
  While our aligners are designed to work quickly, health and safety remains an important factor in ensuring a productive treatment that will work best for your needs. Our aligners are designed to work with our customer's anatomy- any time we see there are issues or concerns, our Clinical Support Team will take a look! Some customers may see immediate change; others may not see it until midway through or later. If there are any concerns surrounding whether a customer is on track, please reach out to our support team, available 7 days a week, so that we can determine whether your treatment may need adjustments.

• Initial Complaint

  Date:08/19/2022

  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.

  Well I spoke to a worker yester about my impression kit and there stated i needed a treatment plan but didn't fully explain the plan. So i was charged a full ****** and now my account is overdrawn and when i call to confirm a refund the phone numbers are fake.

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for bringing this to our attention. A specialist 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:08/18/2022

  Type:Product 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.

  Longer than average treatment plan, poor support, long response times, poor results. I've been recommended by my dentist to see an actual orthodontist in-person rather than use a mail-in service like Byte. I have a friend that is using the all-day version of the aligners and I have the at-night only versions and she is getting not great results with her aligners as well, she has been more adamant than I have with harping their support team for help with her treatment, I have no such patience for these shady business practices. I would like to have my remaining treatment plan be refunded so I can go to the orthodontist to get this resolved sooner rather than later.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/06) */
  At Byte we have a team available and trained to assist our customers with any concerns that arise. We are happy to assist our customers. As Byte is a remote therapy, customer collaboration is important when assisting our customers with any fit issues or complications that come up with their treatment. We are happy to continue to assist with this internally.
  
  
  Consumer Response /* (2000, 7, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Previously they had shut off their phone lines all together and the only way to contact them was to fill out a form online and wait for a response which usually took a week or more to get. This emphasized my feeling of doubt in their level of care. I have recently contacted them via phone and they answered this time and apologized as well as got me back on track quickly and easily. Hopefully they can maintain this level of customer service, I would be dissatisfied if it goes back to online only.