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:08/12/2022

  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.

  July 6th - Paid for the aligners in full. I was told it would take 3-4 weeks to receive. I also requested a detailed receipt, so I can file it with my FSA plan. I am told that he would ask and see what he can do as I am possibly switching jobs.
  
  July 12th - I text the rep to follow up with my itemized receipt. I am told it usually come with the aligners and I was asked if I needed them sooner and I yes. I was told it was requested and hopefully they can get to it that day. (spoiler: I never received it)
  
  
  August 4th - I requested a call from a rep and he called at 7:07 am. I asked for the status of my aligners. I get a vague answer saying something about something wrong with the aligners and I was supposed to be contacted. And then I was told that they sent out an email about it or should have. I checked and there were no emails sent. And when I asked what it was about, he couldn't give me an answer. I told him I wanted to cancel and I was told I would get my refund in 3-4 business days. I get an email at 7:14 am from them after the conversation stating the treatment plan was archived due to inactivity.
  
  
  August 11th - I gave them 1 week, I still haven't received a refund. I texted them and they told me I should be getting it by the end of the week. I clarified that tomorrow will be the end of the week and that I should be getting it by the next day. Her confirmed and said yes.
  
  
  August 12th - I text again, 24 hours later because I still don't see a refund posted. I get a reply about 30 minutes later apologizing that the refund has not been done yet, but it's in process and he'll have his manager do it. Do I trust any of this man's words? Nope. All these multiple conversations were with the same person, ****** ******. As of today, I have not received my product, no itemized receipt, and no refund. At this point, this is theft.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Thank you for bringing this to our attention. Byte has worked to resolve this matter internally.
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received refund

• Initial Complaint

  Date:08/11/2022

  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 ordered for me and my daughter. I received great customer support up until I actually paid. They hold back the retainers until aligners are complete. When I requested the retainer we uploaded pictures and they were 'not adequate' with no further contact or explanation.. and thus byte did could not send retainers. I have reached out an INNUMERABLE amount of times via every method that they offer for support.
  I emailed over 12 times, called the phone number and get and automated message that there are no representatives available every time (unless I hit '1' for new customer an then a representative picks right up, but they can't help). I have messaged them on facebook and used the 'text us' number as well as far back as 4/23/22...still no responses from ANY method. I'm beginning to think this is pyramid scheme or scam. They give great support to get your money and then evade customers and are totally unreachable. Should I look at legal remedies? -******* ******

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Thank you for speaking with us surrounding your byte experience. 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:08/11/2022

  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.

  My son **** who is a minor started the BYTE program in 2022. The company was extremely attentive when they were trying to sell the product and collect in full. After that we heard nothing, we assumed we were to just follow the directions in the box. We did so, then my son started to have major problems, his teeth would not even touch together, he could barely eat!. We called several times only to be put into a never ending que. I emailed the person twice who originally sold us the product because it indicated to contact them with any questions, e-mail never got answered. Finally I was able to request a professional care team meeting, which I had to send pictures in of my sons teeth and an explanation of what was happening. They made us wait two weeks. When the meeting happened it was literally a girl in a call center setting who indicated that she spoke to the "team" and they advised to stop wearing aligners for two weeks and then restart with different aligners. She said they would send an email with all the information, got crickets. Never got to talk to a dentist or orthodontist. I got very suspicious and decided to take my son to a real orthodontist, who indicated his bite was totally open he had crowding etc and would need traditional braces, and this type of treatment with aligners would now not work for the condition he had now developed. There was no check in's, no guidance from a orthodontist absolutely nothing! This company is a scam. In fact just a few days ago I receive multiple text reminders to check in with them! Now they send them? This is proposterous! I actually couldn't believe after all this time they are now just checking in! We want a full refund and part of our sons now needed traditional orthodontics paid for! They need to be sued!

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/24) */
  At byte we do send regular check-ins to our customers every 3-4 weeks, we also send reminders within the aligner packets as well. Our support team is available to assist our customers with any questions or concerns that arise during their treatment. Please refer to the latest correspondence from our management team as we are eager to resolve this.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They never sent one reminder for a check in until we already had to go to a licensed orthodontist for treatment because my son's bite was not correctable with aligners because of the condition the aligners caused in the first place, that my son did not have before. We called , we emailed and no response! The usual! Finally got a supposed professional care team meeting that was honestly a complete joke!
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  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:08/09/2022

  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 Byte aligners and began using the product as instructed (March 2022). I have routinely taken pictures to document my progress. The estimated treatment timeline for me was 15 weeks/25 weeks for my bottom and top teeth. After a couple months of using the aligners, I realized that my teeth were not progressing as expected. I reached out to the team and asked what my options were. They explained that they do not provide refunds, but they will help me achieve the results that were promised. I trusted them and continued with the process. In June, I was still not seeing progress and was told to regress in my aligners (go back to week 3) and to wear them for 2 weeks. It is now August 2022 and there is no progress in my treatment. I am continuing to pay for a product that does not work as intended for me. I have asked multiple times for a refund and am willing to return all the products that were sent to me. When communicating with customer service, they give me the same response and no one is actually addressing my concern. Every time a new person contacts me and we have the same conversation. I believe that if customer service was trying to resolve my problem, they would create a new treatment plan or get me to a dentist to figure out what is going on and why this is not working. However, their consistent response is "just keep wearing your aligners and send us pictures, it will work". It has been 5 months and I am not even able to wear my week 3 aligners with them fitting as they should. In conclusion, this product does not work for me, Byte is not addressing my concerns, and have not shown they are able to help resolve the problem. I am filing a complaint because I believe I am not receiving the product that I am paying for.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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 ****************** 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, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please see the attached email exchange.
  
  The problem I am having is that the additional steps that they have suggested I have followed, but still not seen the results that they have promised. I purchased an aligner system (orthodontics) that estimated a 25 week timeline. Based on my progress using this product thus far, my progression has taken 5x longer than what was sold to me. I am on week 4 of my 25 week care plan after 20 weeks of using this product. My projected timeline based on my actual results would be 125 weeks, this is not what I paid for. This product is a scam.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Thank you for providing further insight into your experience. Byte remains eager to assist each customer in achieving their smile goals. Byte management has been in touch with the Customer and we will be happy to continue to work with them internally until all has been rectified.
  
  
  Consumer Response /* (4200, 11, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am continually unsatisfied with the internal customer service that has been provided and continues to be provided, that is why I am filing a complaint with BBB. Byte continues to pressure me into using a product that is ineffective for me and discrepant from the product that was advertised. The marketing of the product is deceitful and misleading. I was misled to buy a product that does not work as it is intended. I have worked with the customer service team to try new ways to make the product work, it doesn't work. I am entitled to a refund.
  
  
  Business Response /* (4000, 13, 2022/09/01) */
  Thank you for providing insight into the situation. Byte remains committed to assisting the customer in reaching a fair resolution.
  
  Due to the sensitive nature of the customer's concerns, Byte will continue to communicate with the customer internally, to allow for restrained support.

• Initial Complaint

  Date:08/08/2022

  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.

  Hello,
  My name is ****** *******. I bought ****************** ******** a set of Byte Aligners for an early Christmas present 2020.
  On November 20th, 2020, I placed the order for *****'s first impression kit.
  On December 7th, 2020, I received an email from a Byte advisor informing me that they had received *****'s first set of impressions. On December 11th, 2020, I received my first email from Byte Pay welcoming us to the team. On December 29th, 2020 ***** Received his first set of aligners. I purchased the all-day aligners. ***** used the aligners daily as planned and in April 2021, I emailed Byte explaining that ***** wasn't satisfied with the current process of his upper teeth. On May 1st, I received an email from Byte stating that they would reevaluate and see if ***** was eligible for another set of aligners. On May 6th, ***** received a new impression kit to start aligner set #2. On June 16th, 2021, I received an email from a Byte Advisor informing me that *****'s 2nd set of aligners were with their lab. On June 24th, ***** received his 2nd set of aligners and started his second round of treatment. On August 15th, 2021 - I reached out to Byte letting them know that once again the aligners didn't work, I was told they were not able to refund any money. After multiple attempts, I received an email from Byte on February 14th, 2022 asking us to schedule a call with their professional care specialist. On March 3rd, 2022, Byte asked us to go to ******** dentist and get a letter of recommendation - our Dentist took one look and determined that ******** teeth would never be fixed with aligners due to missing incisors. On March 15th, we signed a general release I received an email from Byte Management from Manager ***** letting us know we would be able to get a full refund and to stop making payments and to send back the aligners- I was sent to collections in Feb22 and had to pay the remainder. Now, Byte is with a new company and they state we still owe them money.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/22) */
  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response from Byte due to the fact that they didn't actually reach out to me in any way to settle this issue and claimed that they did. We still have heard no response from them via mail or email or call and haven't received a refund still. Certainly do not recommend this company to anybody unless they are looking for a constant headache and false advertisement.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  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.
  
  
  Consumer Response /* (4200, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response from Byte because although it is what we want to hear, there has still been no physical action from the company (any contact) whatsoever. Until we get an official response via email or phone or mail we do not accept the companies response. Again, we can't get ahold of Byte so they will need to contact us directly.
  
  
  Business Response /* (4000, 13, 2022/09/12) */
  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.
  
  
  Consumer Response /* (4200, 15, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again,
  We have never received a response from Byte directly to our emails or mail for this matter. We still haven't received a refund or have been given an accurate time frame for this. Byte keeps saying over and over again that they have reached out and they certainly haven't. We've had no contact for months now. For this matter, I don't accept their response.

• Initial Complaint

  Date:08/08/2022

  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 been using byte aligners since sept 21. It is almost impossible to get in touch with anyone (besides sales people) in less than 2wks. They have left me in my last aligners for way longer than they are intended to use (months) and although I have followed up with multiple emails with photos & videos, I'm left to just sit and wait until they get around to replying. This has delayed my overall treatment by months. My treatment plan was estimated at 5months of weekly aligners produced and sent to me, which stayed on schedule on my part. They have delayed my treatment by MONTHS because of production, and lack of response to my check-ins. I'm afraid I will need to go to an orthodontist in person and allow them to finish the job.
  

  Business Response

  Date: 09/15/2022

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

• Initial Complaint

  Date:08/08/2022

  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.

  Full Payment Sent to Byte, Cancellation Requested. No Response.
  
  Purchasing the Byte Aligner system in 2021 was a good idea at the time, however we did not anticipate the depressed economic, and unforeseen social and medical occurrences that the year had brought. I am not a good candidate for the BYTE ALIGNERS. Without going into personal detail... other matters have taken priority - which has caused a 'request for cancellation' of the Byte Aligners and reimbursement of the one-time LUMP SUM payment sent to Byte in August 2021.
  
  Cancellation Request & Purchase Price Refund: -
  
  - According to Byte all phases are required to begin the process of making custom aligners
  - The questionnaire phase has not been completed
  - Photos have not been uploaded to Byte
  - Cancellation/Refund request was made early in the process
  - Byte's Zero-Risk Gaurantee/Refund of Purchase Price
  
  No Response & No Customer Care: -
  
  I have contacted Byte through emails, voicemail and by Byte online chat assistant, who dropped my call after I requested a cancellation and refund. I've been unsuccessful in connecting with a person, or receiving a response other than automated responses.
  
  Byte's Customer Care Services is non-existent, not reflecting its marketing presence & product line professionalism. We would be better served with a helpful, informed, responsive live person.
  
  To date, Byte has not responded to my request for cancellation. I'm now receiving emails to buy Byte aligners as if I were never a customer.
  
  "Zero-Risk Guarantee, if not Byte will Refund Your Purchase Price" is their statement. Byte must restore customer confidence, make whole what has been lost and refund the money for product not received.
  
  ******

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Thank you for reaching out to us about this issue. At this time, we would like to work internally to come to a resolution for these concerns. Please reach out to our support team, available 7 days a week, so that we can further assist you.
  
  
  Consumer Response /* (2000, 7, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Byte refunded by way of the BBB intervention. Thank you.

• Initial Complaint

  Date:08/08/2022

  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 purchased the Byte system at the beginning of 2021.
  
  The aligners provided by Byte do not fit. I could not get past step 15: step 16 fits so poorly that I can't get them onto my teeth. I contacted Byte and they had me revert to step 9 and progress to 15 again. I did this, but it made no difference. I contacted Byte and they had me revert to step 9 AGAIN and progress to 15, this time using the Hyperbyte for 30 minutes a day. I did this, but again it made no difference. I still cannot get the step 16 aligners onto my teeth.
  
  When I contacted Byte again, they wanted pictures of my teeth. So I sent them. They responded by asking for more pictures again. I sent them again. Then they wanted me to complete an evaluation, again with more pictures. I did this as well.
  
  Then Byte stopped responding to any inquiries at all. Their phone number is answered with a recording saying that they are no longer taking phone calls. Emails are ignored. I have been sending contact requests through their web form regularly for three months now, and I get back an email saying that they will get back to me, but nobody ever does. I'm still wearing the step 15 aligners, but they are wearing out, because I have been wearing them for almost a year now!!
  
  I'm so beyond frustrated. I just want to receive the treatment that I paid for, but I feel like I've been abandoned by Byte. I want someone from Byte to contact me and take my problems seriously, instead of just repeatedly asking me to send more pictures. I need new impressions taken and aligners made that actually FIT MY TEETH.
  
  The fact that there are so many complaints online about Byte's horrendous customer service, by people who are experiencing the exact same thing as me does not give me much hope that this will ever be resolved.

  Business Response

  Date: 09/15/2022

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

  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.

  In August of 2021 I signed in with Byte. It was supposed to be a 9 week process. The aligners the first go around did not do the job. So went through the process for a second time. Issues worsened. Went through a third time,still no better. Since this I have not been able to get in touch with anyone in the Byte run around system
  They were very responsive in the beginning and now it has been months and I have no resolution with my teeth,and they have my
  $2,000 which I paid in full!!!! O am sickened by the thought of what this company has put me through. Worse results and taken for alot of money!
  Please help me!
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/22) */
  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response os absolutely unacceptable! I tried for months to get a response from your clinical response team! As I had stated in my compliant. Nobody answers! Nobody! DEAD SILENCE! I do not have final result
  I need to be evaluated and the process completed!
  I am now exoring other help which will cost money.omey that I gave Byte ti fix my issues. At this point,since you have not completed the job that Byte started and I am no response from the company until now,I would like a refund so that I may seek professionalism with the care of my Teerh!!!
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  At Byte, we are happy to assist our customers with complications that arise with their treatment. Customer collaboration is essential as photos will be needed to assist with issues that are happening with the aligners. Please refer to the latest correspondence from our clinical team for the next steps.
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Byte responded to me with a generic email. The same one that they used in July
  The problem is that I CANNOT access their generic site. I get kicked out of it every single time. They want me to answer a bunch of questions but I cannot access the questions. It refuses my password and email
  Same problem as last time.
  It should not be this hard. Just finish the job! Send me the mold kit so I can finish with this very unprofessional situation
  This has been extremely stressful! I have been wearing the same aligners for months trying to keep from moving again. Finish the dam job! And don't expect me to log into you bogus costumer service sit! It does NOT work! And no one answers the phone to helo. The is outrageous! Give me my money back!!@!@ so I can finish the job you do bot seem to be able to do!
  
  
  Business Response /* (4000, 13, 2022/09/02) */
  Thank you for providing further insight into the situation at hand. Byte has been in touch with the customer internally. We would be happy to continue to work with them to ensure all concerns are addressed.
  
  We ask that if you continue experience technical difficulties during treatment, to provide Byte with screenshots of the issues so we can ensure it is resolved promptly.

• Initial Complaint

  Date:08/07/2022

  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 paid ***** on April 21, 2021, which included a **** Byte protection plan. My treatment was only supposed to be about 6 months long, but it's almost a year and a half later and I'm still not finished. Customer service has been nearly impossible to get ahold of. When I call the customer service number is says their hours are 7a-5p 7 days a week, but it says no one is available to take my call every single time I call. They didn't offer any sort of progress check-ins throughout my treatment unless I explicitly asked for it. I scheduled 2 video appointments that didn't go well. The first one, the person never turned on their camera for the appointment. The second one was less than 5 minutes long and she dismissed my concerns and told me to just move on to my next set of aligners. When it was time for my final sets of aligners to be ordered, they asked for additional pictures and then informed me my aligners weren't fitting correctly and I needed refinement aligners. If they had been doing progress checks, they would have been able to identify that issue sooner. I'm now on my last set of refinement aligners, but they still aren't fitting properly. I emailed them saying I was on my last set of aligners and needed assistance. They eventually advised me to move on to the next set of aligners, even though I already told them my current set was my final set. At this point I want either a) another round of refinement aligners, b) a refund, or c) I'll purse a lawsuit.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Thank you for bringing this to Byte's attention. A member of our management team will be reaching out to assist with this matter internally.