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:08/18/2022

  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.

• Initial Complaint

  Date:08/18/2022

  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 have FINISHED two (2) sets of aligners with BYTE and with both completed sets the results did not match what was initially projected. My bottom teeth still are not straight.
  
  I find the service I am receiving from BYTE horrible. If you have an issue, the representatives will only speak to you via generic emails. At this time, you cannot speak with their Clinical Support Team. I have begged in emails and by calling the customer service line for someone to reach out and discuss my issue. Not one call back. I spoke today with a customer service supervisor who said I he strongly thinks I would get a call within the hour from the Clinical Support Team as he made a note in my file to expedite my claim. No call, just two generic emails today saying they may implement a call system soon. It's unacceptable.
  
  In my first set of alligners when there was an issue, after disputing with customer service, I was finally given a link to schedule a call with Clinical Support. I'm not sure why that service is no longer offered but that should be an essential part of treatment.
  
  I have explicitly followed the instructions given by the staff throughout 9 months treatments and on multiple emails have received conflicting information about my treatment. In my latest email received the representative mentioned issues with my TOP aligners. The completely wrong set! It's frustrating as I can't reach out to the associates as it is a just a generic email. My treatment keeps getting prolonged as I wait days for a new response.
  
  This company lacks communication and customer service skills. I don't believe it is unreasonable to ask a company that you have purchased a service and an additional extended warranty program for a call back to discuss treatment.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/06) */
  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:08/18/2022

  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.

  Byte sells aligners that are self-served (no dentist involved) and advertised a "Byte at Night" option where the wearer only needs to wear aligners for 10+ hours every night for about 5 months to have perfectly straight teeth. That was in October. I have worn my aligners as prescribed and they are not straight. I have spoken with support multiple times about their "smile guarantee". They recommend I go back to previous aligners until they fit a certain way...but they never get to the point where I can progress.
  
  The aligners are not tight enough on my teeth to actually make them move the amount they need across my whole jaw. Said differently: Byte aligners do not work and they do not offer refunds. They offer a "smile guarantee" which I have been trying to do for the last 10 months to no success. I want my money back because this product doesn't work.
  
  I spoke with them on the phone, via ****, via email...their non-professional support staff repeat talk tracks that consistently do not work. This is a scam and reviews online confirm this.

  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. 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.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My treatment was suspended due to recommendation by my general dentist due to the damage it was doing to my teeth. I was informed by byte on June 12th that my treatment was cancelled and I would be receiving a refund within 30 business days. Fast forward to July after the 30 Business days and I have still not received my refund I called them and they said they would go ahead and re-issue the refund they're not sure what happened but I would be reviving i. In 10-14 business days. Again I didn't receive it, it's now august 1st and I was told I would receive it in 7-10 days and again I have not. And now I am told again to wait another 4-5 days. This is ridiculous.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/06) */
  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:08/15/2022

  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.

  Byte made me a guarantee they could fix my teeth. After days of messaging back and forth with one of their reps they finally convinced me to purchase a starter kit. So, I did everything correctly and sent back my molds. After reviewing my molds they showed me a 360 degree 3D image of what my teeth will look like once I complete their treatment plan. I was in love so I went ahead and paid the up front deposit of $249.00. Once they received the payment I was contacted by another rep telling me they they could not help me and would not give me any explanation as to why. They said I would receive a refund back to my account for the price of the deposit as well as the price I paid for the starter kit, which was around $14. I never received the $249 back. I have called and left multiple messages, I have emailed them requesting my money back I even sent them a demand for payment letter before I file a lawsuit I decided I would give them one more chance by contacting the BBB.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Thank you for bringing this to our attention. Our team will continue to resolve this matter internally.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I finally received a response this morning from a manager at Byte, by text message. That said:
  
  "Hi *****, My name is ******* I am part of the management team at Byte. Your refund shows as completed as of March 20th. This would be reflected on your original form of payment, and you would be refunded what you had paid in thus far. Please let me know if you have any question"
  
  This is NOT true, I pulled up my credit card statement and it shows a transaction to Byte for $249 but no where on my statement does it indicate a refund. I went as far back as January 1st 2022. The only charge is where Byte took the money out of my account. I texted them back and told them this and even sent a screenshot of my statement and have not got a response back yet.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  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:08/15/2022

  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.

  Amount paid: $2,095 (12/01/2020) through Synchrony Bank CareCredit. Original order #****** (paid for this order# which wasn't delivered).
  Enrolled in Byte plan in Dec 2020. First order was never delivered, got replacement a couple months later. Plan was of about 14 weeks. I started treatment and in April'20 I complained about aligners not fitting properly to the extent of being painful. Even in the check-in previous to April, the aligners had not been fitting too well, but Byte's patient care team never provided any assistance. Upon consistently reaching out to them, they asked me to restart treatment from the start which I did and still it was not successful in providing the outcome of the treatment as was promised. By now I have already wasted a year. Again complaining about it, they sent another set of aligner which is again causing me oral health issues and treatment is completely unresponsive. I have invested so much time and money with this treatment ultimately causing me mental stress and oral health issues. This company refuses to refund the cost and acknowledge that their treatment isn't working. They sold me a plan of 14 weeks in Dec 2020 and I am still suffering here in August 2022.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/25) */
  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:08/14/2022

  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 my journey with byte in sept of 2021. My dental plan was supposed to last 6 months to a year. They said once you finish the plan to contact them for fittings for a retainer to complete your plan. I tried contacting, they no longer have a customer service number you can call, i tried the texting number and the email and can not get a hold of anyone. I have since lost my last impression so i am needing a new one of those as well. I tried contacting them in June and august of 2022.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Thank you for bringing this to our attention. Our support team is ready and available to support our customers through phone and email as listed on our website. We do like to do a progress check with our customers before assisting them with ordering retainers to ensure they are satisfied with their results. Please refer to the latest correspondence from our team as we are happy to continue to assist with the next steps.

• Initial Complaint

  Date:08/14/2022

  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 purchased the kit last year, once finished with the top and bottom set of aligners my two side gaps never closed, they never sent me more aligners to close the gaps as promised in their warrenty. I now need filings and crowns before I order my retainers and I was told I would be able to do that. I just want to be done with this company and have them send my impression kit so I can close my two side gaps and order my retainers and be done with this company.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Our team is available and happy to assist with the next steps of our customer's treatment to address any concerns. Please refer to the latest correspondence from our team as we are happy to continue to assist internally.

• Initial Complaint

  Date:08/14/2022

  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 started this process this spring the first set of aligners that were sent were completely terrible and didn't fit I had 11 tops and and 9 bottoms originally. When I was asked to redo and impression kit I had to jump threw hoops to get a new kit while still wanting my money.
  When I got the new kit I waited a long time again having to jump threw hoops. When I got my new kit there were only 9 top and bottom. I asked the question twice why it had changed and never got an answer that made sense but only a generic answer.
  I am currently going on my last week and my bottom teeth do not look like they will be straight once I'm done the last week.
  Very upset with the results this far and not willing to pay for this.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */
  At Byte we do hope our customers will reach their end result within the predicted timeframe. However, teeth can be stubborn and sometimes require additional time and adjustments to move into the intended position. As Byte is a remote therapy, suggestions and steps will be suggested to help with complications that arise with the aligners. Please refer to the latest correspondence from our team.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The same kind of vague answer as when I try to ask why was my original treatment plan 11 weeks and then when the aligners had to be redone it was only 9 weeks.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  At Byte getting our customers to their end result is our first priority. Refinement aligners are sometimes needed, as teeth can be stubborn and take additional time to move into an intended position. Refinement aligners are more than a few, however, it is taking a different approach to get to the same projected end result. Please refer to the latest correspondence from our team as we are happy to continue to assist with this internally.
  
  
  Consumer Response /* (4200, 11, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not want any more time then what I was told.
  They are annoying to wear and I can only have them out for a period of 2hrs out that is really unrealistic. Gives me barely anytime to eat
  
  
  Business Response /* (4000, 13, 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. Please reach out to our support team, available 7 days a week, so that we can further assist you.
  
  
  Consumer Response /* (4200, 15, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm done with this back and forth

• Initial Complaint

  Date:08/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Byte straightening system several months ago and was sold on a 14 week plan. Throughout those 14 weeks I have had issue after issue, including things like: 1) the app not syncing with the website and having those tools give me contradictory treatment guidance, 2) aligners cutting up my mouth and tongue with no response from my "care team" for days and days, 3) and abysmal customer service. Just literally the absolute WORST. Everytime one of these issues has occurred I try to call someone - literally no one ever answers phones. EVER. So I wait for an email, which is usually full of questions, not solutions, and I will respond quickly with whatever they asked for and then wait days and days and days again. Most recently I was told to wear a certain aligners for 14 days, and during that email exchange I asked a follow-up question that was simply NEVER ANSWERED. I got no reply at all - even now 15 days later. My treatment was not complete after 14 weeks because my teeth weren't straight so now I'm just shooting blind for the most part about what to do because no one there will help me in any kind of appropriate or actually helpful time frame. And alllllllllll this time while I wait, my teeth are moving back. I should not be expected to pay for service I am not getting.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/31) */
  At Byte, our support team is ready and available to assist our customers with any issues and complications that arise with their treatment. We also have our clinical team that is trained to assist with any questions and concerns that arise during our customer's journey as well. We appreciate any feedback regarding our app as we are working to make improvements for customer satisfaction. Our team is happy to continue to assist with this matter internally. Please refer to the latest correspondence from our team.
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is NOT a response as it does NOT address my concerns. It seems like YET ANOTHER "stock" reply with a promise of assistance, with absolutely not guarantee that I will ever be able to TALK TO SOMEONE and get individualized support in any kind of timely fashion. I interpret "we will handle this internally" to mean "send us an email or call us" and the rate of turn around time in those exchanges is my exact concern. I don't want another form letter. I want to be able to SPEAK WITH A HUMAN about my treatment.
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  As protection of our customer's personal information is very important to us, we would like to reach an internal resolution while complying with HIPAA regulations. While we are happy to continue with email correspondence, you are also welcome to give us a call at *************