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:08/06/2022

  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 invisible retainers to try and straighten my teeth. Their customer service was amazing and was very quick to email or call me back. Until I purchased the retainers and paid in full which was a huge mistake. They offer a guarantee which is a complete scam. Their "smile guarantee - If at the end of your plan, having followed these guidelines, you aren't happy contact us so your results can be re-evaluated. If your re-evaluation is approved, you may be eligible for additional aligners. Please contact us within 14 calendar days of completing your last aligner." Sounds like it would be nice and great. Only problem is, is thats is a scam. I had issues with my retainers ablut half way through and reached out to them. They had me send in pictures and said im on the right track, however the retainers did not even fit on my teeth and the pictures proved that. I explained that to no avail and they ended up sending me a in between retainer. That retainer again did not fit and when I emailed them ablut that I got the run around, same with the phone calls. I told them through multiple emails that their product did not work and I was having issues and once they finally emailed back almost a week later it was to tell me I already got my free retainer and for me to go further I would have to start a whole new program. So again pay *****. I recently contacted discover who I used their card to pay for the byte program, to file a dispute. Discover reached out to byte and they didn't even make a reply or rubuttle against my claim, yet discover still is holding me liable because the charge was already posted in February 2021. The program from byte lasted months and by the time I filed the claim discover said I would need them to agree to a refund. I need help to get them to refund me for a service that is a complete scam. They are a horrible company with no integrity or morals.
  
  I am not able to post the emails in the boxes below and im unsure why.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  A member of our management team will continue to assist with this internally.

• Initial Complaint

  Date:08/06/2022

  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've been having issues with my aligners not fitting properly. Have been trying to get ahold of someone for weeks and unable to. I keep getting told to file out different forms. The last form I was ask to fill out wouldn't even let me load the pictures to it so I was unable to submit it. I tried reaching out to trouble shoot and again couldn't get ahold of someone.

  Business Response

  Date: 09/08/2022

  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 internally.

• Initial Complaint

  Date:08/05/2022

  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 wife and I spent several thousand dollars EACH with Byte because we wanted to straighten our teeth before our daughter's wedding in October. They were all over it during the sales process but have absolutely disappeared when it comes to service the plans they have so aggressively sold. You are supposed to change the aligned every week but they have failed to send me a new set (which is already bought and paid for) for well over two months. They send you emails prompting you to change your aligned when they haven't shipped them to you - they clearly have no idea where you are in their process and don't seem to much care. It took them over two weeks to link my wife's account to her email and she has not received her second set either and zero response on her check in a week ago, but they brag on social media that their response times are down to 48 hours, which is a provably false claim. I have no confidence whatsoever that they will provide us the service that we paid for and I am seeking at least a one half refund of our purchase price as they have not sent us the second half of our aligned plan and there is no hope on the horizon that they will do so. Crooks.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/24) */
  When a treatment plan is longer than 15 weeks, Byte only sends the first 15 to ensure that everything is on track before sending the remaining aligners. Once the remaining aligners are ordered, it does take up to 4 weeks for the aligners sent as they need to be quality checked before they are shipped out. Please refer to the latest correspondence from our support team.

• Initial Complaint

  Date:08/05/2022

  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 my journey with Byte in July of 2021. A payment of ****** was made on ******** I told it would take 15 weeks to complete my treatment and I was promised that the "care team" would be in touch with me often to check my progress. Well, I never once heard from the care team. On top of that, my teeth were still not aligned after the 15 weeks. I was not happy and asked for my money back at this point because they did not stick to their 15 week promise. After 2+ months of back and fourth I was told I would be getting additional aligners instead of a refund. I agreed thinking maybe it would work. This time, I was given 14 aligners and was told I now had to wear them for 2 weeks each aligner and do 20 minutes of vibration treatment a day. Now I am up to over a year of treatments instead of 15 weeks. I just finished my final aligner of treatment 2 and my teeth are still un-aligned. I am frustrated. I feel that Byte has taken so much of my life away because I have to wear these aligners everyday when it should not have been this long. I do not want another treatment at this point. I want my money back. There is such a lack of customer service and genuine care for their "patients" and I am over it. I am extremely unhappy and do not want to deal with Byte any longer. I want a refund on this purchase as Byte did not hold up their end of the deal here.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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, 12, 2022/09/06) */
  I have still not received any resolution from Byte. I declined their original offer of $150 credit and have been waiting on a response from them now for over a week. There has been no resolution to this claim.
  
  
  Business Response /* (4000, 14, 2022/09/12) */
  Thank you for your response. Byte is eager to help the customer reach a fair resolution. Byte's Management Team will be in contact with the customer to assist them further. We will continue to support the customer internally until all has been rectified.

• Initial Complaint

  Date:08/05/2022

  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 is concerning BYTE charging for a service and not providing the product. On approximately June 9th, BYTE charged me ******** to provide dental aligners and service. I have email proof that will show BYTE representatives advised, via email (6/13/22 & 6/21/22), that they would not provide a service to me and they would be giving a refund in 30 days, which would have been by July 12th, 2022.
  I have made over a dozen attempts to call BYTE (**************,) and get a message that "Extension **** is not available". I have left messages for them to call me back regarding the refund, but have never received a call. I called my BYTE Advisor ****** ******* (XXX-XXX-XXXX) and get the message "Extension **** is not available", so I left him a message for him to call me back regarding the refund. I have never received a call back from Mr. *******. On 7/29/2022 and 8/2/2022, I texted BYTE (************ & XXX-XXX-XXXX) asking for a call back regarding a refund, and I have never heard anything back. I have also sent him a recent email requesting a call regarding the refund (**************************
  On 7/29/2022, I email **************** and requested the status of the refund. I subsequently received an email stating "we can only assist once the submission is received...". on 7/29/2022I submitted a request for support through BYTE's website and directed. I have not heard anything.

  Business Response

  Date: 09/02/2022

  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.

• Initial Complaint

  Date:08/04/2022

  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 has the worst customer service and communication I've ever dealt with in my life. I was told I need yet another refinement. So I was sent a new impression kit. I replied and let the company know I believed that I had a cavity and they said to schedule the appointment for dental work BEFORE I did the new impressions. And now I get everything scheduled and they're telling me I'm going to void my guarantee if I have dental work done and it's not emergent. What?!? I asked first before I made the initial appointment. This is absolutely ridiculous and the worst experience I've ever had. What a waste of time and money this has been.
  
  Every time I contact it takes days to hear back and I get responses from different people telling me conflicting things. This has been going on for over a year now. Their guarantee is **** and they're threatening that it could be voided for following the instructions they provided to men

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/22) */
  At Byte, your safety and journey is number one. There are times when the treatment may not go according to plan. Byte offers the Protection Plan to ensure that we can keep you on track in the event that any compliance is void during treatment, or to provide additional replacements at no additional charge. In the event that instructions were not followed for our treatment, an additional fee may be required in order to work with our team for an updated treatment plan. For more information surrounding the guarantee, please read here: ***************************************
  
  Customers in this situation are encouraged to follow next steps provided by our Clinical Support Team.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Cannot get timely responses which is delaying my medical treatment. Being told inconsistent things when I contact who I'm told to contact.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  Thank you for sharing further insight into your treatment experience. The Byte Management Team is eager to assist the customer in reaching a fair resolution. They will be in contact with the customer internally and continue to support them until all has been rectified.
  
  
  Consumer Response /* (4200, 12, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since they've sent this response I've had 3 separate interactions where I was once again given different information. I have requested a call to speak with management directly but was ignored and they emailed me back again. I responded to that email and was auto replied to asking for me to fill out a support form. It's literally impossible to speak to the same person more than once therefore impossible to get a resolution or straight answer.
  
  
  Business Response /* (4000, 14, 2022/09/12) */
  Please refer to the latest correspondence from our management team as we would like to continue to resolve this matter internally.
  
  
  Consumer Response /* (4200, 16, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again the company is pushing the issue from department to department without ever actually resolving or working to fix the poor customer service and communication issues as noted by myself and many others, They continue to want to solve "internally," but their internally is a maze of never connecting tunnels that just take you back to where you started over and over again. I've once again received conflicting information, just time within the same paragraph of the email. It has been documented multiple times when my dental work will be complete which is not for about 4 weeks You can see from the email that they've sent yet another impression kit even though I still have the last one they told me to hold onto and complete after my dental work, and they're insisting that I complete and return it within 2 weeks but wait until my dental work is complete. Those 2 things are not both possible. Around and around we go. Also note, that I've had to do multiple refinements due to lack of progression, not due to dental work, or lack of compliance. The dental work is only being done now because I was told I needed refinements again.

• Initial Complaint

  Date:08/04/2022

  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.

  When I opened by byte account the representative put my email in wrong and I told the representative that was *****, she tried to fix it and could not then she told her manager they said IT was going to fix it no one did I have emailing and texted them no one has fixed the problem or called, now I've been turned over to a debt company who is telling me to use the same non working email and password *** their account account still can't use, I have not had a call or letter from byte to fix the problem. This is totally wrong.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Thank you for bringing this to our attention. A manager will be reaching out to assist with this matter internally.

• Initial Complaint

  Date:08/03/2022

  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.

  This company has been unresponsive since I initiated treatment in resolving an issue with the quality of my treatment. After over two weeks of waiting for a response to my complaint, they only responded to ask me the same questions over again (which I had already answered). I cannot get a resolution, I cannot get anyone to answer the phone, I'm in discomfort and I'm concerned it's doing long term damage to my teeth.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Thank you for bringing this to our attention. Byte has made a good faith effort to satisfy the consumer and considers this matter closed.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received a response from a dentist or an indication that a dentist has reviewed my complaints about my treatment plan, only a dental assistant which I feel is an inappropriate breach of scope. A dental assistant is not an independent clinician and cannot make treatment decisions or independent comments about a care plan's trajectory and adjustments. Byte's response has only been that making my requested adjustments would void the lifetime satisfaction guarantee which doesn't make sense because the essence of my complaint is dissatisfaction with my care plan and trajectory. It has also been almost two weeks since I requested a replacement aligner as also guaranteed in my plan and I still haven't received it. I can feel that significant shifting has occurred in this time which feels palpably risky to the health of my teeth and in sustaining the progress that I paid for.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  At Byte we have our clinical team, who are trained to assist our customers with any issues that arise with our customer treatment. Please refer to the latest correspondence from our clinical team as they are happy to continue to assist.
  
  
  Consumer Response /* (4200, 11, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, due to the excessive amount of time to resolve treatment plan concerns and their failure to provide replacement aligners in a timely manner has caused my treatment to fail. My aligners are no longer usable and due to their repeated failure to have my concerns reviewed directly by a dentist, I am forced to discontinue treatment and establish care with a local, licensed dentist. Their lack of responsiveness and lack of available clinicians (dentists, not ******** ******* ****** ********** ********** ************* and out of ****** is dangerous. They've failed to fulfill their satisfaction guarantee and they practice outside of the standard of care for orthodontics. I do not feel they have fulfilled our agreement and I feel that they are putting patients at severe risk while collecting exorbitant amounts of money for abysmal service.

• Initial Complaint

  Date:08/03/2022

  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 received a letter in the mailbox today stating that my account, which I did not even know I was being charged for, was sent to a collections agency. First off, I have had braces for over three years and can provide the proper documentation stating so. This is such bad business, considering the fact that I wasn't contacted by this business ONCE to let me know anything about this account. I have not received a product from this business and I had to look up what it even was. I will be seeking legal advice if this issue is not solved. Totally unacceptable.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Thank you for following up regarding your Byte experience! 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 /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Generic response. I would like Byte to reach out to me. ***********
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  A member of our management team will be reaching out to assist with this internally.

• Initial Complaint

  Date:08/03/2022

  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.

  Purchased April 7th 2022
  Currently paying monthly installments towards a balance of ******
  Byte has promised straighter teeth but after multiple attempts to contact the company I have not received any response to fix my issues. My teeth now have small vertical cracks.
  
  Seeking for a full refund

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Byte has made a good faith effort to satisfy the consumer and considers this matter closed.