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Business Profile

Dental Services

Byte

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Services.

Complaints

This profile includes complaints for Byte's headquarters and its corporate-owned locations. To view all corporate locations, see

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Byte has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 3,085 total complaints in the last 3 years.
    • 2,195 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2022

      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 contacted Byte May 9, 2022 about becoming a customer. They sent an impression kit and I did everything asked to do. They called days later with my dental plan and I paid a ******* deposit. They then sent me an email saying I needed to redo the process. I have now been waiting for a refund since July 1, 2022. I have emails and pictures of most all contact.

      Business Response

      Date: 08/29/2022

      Business Response /* (1000, 5, 2022/08/15) */
      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:08/01/2022

      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.
      At the beginning of July I contacted Byte Support for the rest of my aligners, they only send the first 15 and you need to reach out for the rest of your order. At that time I was advised to order my final retainers but only to do so if I was happy with my teeth. I told them I was concerned about a few teeth and needed next steps to fix it. 4 weeks later on 8/1/2022 they said they could not help me because I did not order my final retainers, but I was told final retainers meant they wouldn't give more aligners to fix the problem. It was a lose lose situation where my teeth wouldn't be fixed either way.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/15) */
      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:07/31/2022

      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.
      The very first time I noticed a problem was back in September.. The lack of communication between anyone who is a dentist or even a dental assistant is unacceptable. Not once have I been able to speak to anyone over the phone.
      In September I reached out to Byte and said "I am having a problem moving to the next aligner". I was told to submit photos. I did. They told me "everything looks great keep going". I had to explain, again, that I couldn't do that. The next aligner wasn't fitting correctly. They told me, find the one that fits best and increase hyperbyte minutes. So I jumped back a few aligners increased hyperbyte. Moving back through the same aligners as before. I get back to where I was previously & now it fits worse than before.
      I reached out again. Submitted photos and notes about my concerns. I even mentioned my tooth was shifting the wrong way. I still couldn't progress past a specific # aligner.
      Their response was "everything looks great". They obviously didn't bother to read any of my concerns. I emailed back saying "No, it's not great. I'm having problems and need to speak with someone directly, for assistance."
      They ask for more photos & a video. Which I did, again. Very detailed photos with arrows and notes. Wearing aligners, as well as without. They tell me to jump back a few aligners. I tried explaining, you already told me to do that. It made it worse.
      I continue to ask if I can speak to someone on the phone. Nope, no calls. Emails are now becoming useless. I finally asked to speak with someone in the Client Resolutions Department. This is when they transfer me over to a Dentist/Dental Assistant! This whole time I'm getting dental advice from someone in customer service! They told me to resubmit impressions for new aligners. Yet the will not speak to me about the concerns I have with my teeth, alignment, issues that have come up.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Thank you for bringing this to our attention. A specialist from our management team will reach out to the customer and will be working with them internally to provide an appropriate resolution for this specific complaint.
    • Initial Complaint

      Date:07/31/2022

      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 October 2021 I began treatment with Byte, in what was to be a ten week program to align my teeth properly.

      It is now July 31st 2022 and I have gone through a humiliating process that has left my gums permanently damaged and my teeth with cracking and damage that I am now responsible for paying for.

      I followed the instructions accurately. Providing impressions, wearing the aligners every night for 10+ hours and wore the powerbyte vibrating mechanism I was instructed to wear for 10 minutes each night. The initial treatment was not successful, so I submitted another set of impressions and received a new pair of aligners to correct the problem.

      Last week I was experiencing severe pain in my molars and gums and decided to check in with my local dentist to see if there was something wrong with my mouth. The results were many cracks and chips on my teeth, and my gums are now permanently recessed. The dentist advised me to immediately cease my treatement with byte. The repair procedure would involve grafting gums from a "donor corpse" or my own mouth in order to repair the damage, costing me thousands and enduring intense pain for the procedure. I have reported this problem to the company and the response from the company representatives have been very condescening and unhelpful. They require me to submit documentation from my dentist specifying to them what the problem is, and are expecting me to submit a letter from my dentist in their letterhead to support my claim. I decided to refer them to my dentist directly so that they may request the information they needed for their evaluation.

      They refuse to refund me the money I paid for this treatment, and I have to pack upwards of 2000$ to 3000$ i order to correct the issue. This is approximately the same amount of money I spent for the byt treatment.

      I feel humiliated by the lackluster response, and they are ignoring my concerns and attempting to bury the problem while I am injured from their treatment plan.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 5, 2022/08/16) */
      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:07/31/2022

      Type:Delivery 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 Byte aligners were unfortunately delivered via FedEx to the wrong house. I have filed a report with FedEX and they were unable to locate my package on 07/27/2022. FedEx attempted to work on finding the package for an additional 4 days with no luck of recovery. I have attempted to contact Byte via phone, email, and text message to resolve this issue. I have not heard back from anyone. I paid for my aligners in full which cost around 3k. I'm very frustrated with the so called "customer support" I can't even get a single response from a representative.

      Business Response

      Date: 08/29/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Byte has made a good faith effort to satisfy the consumer and considers this matter closed.
    • Initial Complaint

      Date:07/31/2022

      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 signed up for daytime aligner BytePay. The amount Byte quotes is incorrect and does not match pricing plans offered by Byte, nor does it match what I agreed to. Byte has, in fact, quoted several different amounts so at this point I have no trust in anything they say. When I try to communicate with Byte, I get different email responses from varying departments days later; but they all dismiss me rather than really communicating. A couple days after signing my contract and then complaining about the wrong pricing, Byte switched my account from Byte Pay to a loan company, who is even more clueless as to the details and keeps giving me phone numbers that when I call redirect me to their own company instead of Byte. It's truly concerning because they insisted on my providing info for two of my bank cards, which makes me feel vulnerable. Attached please find a copy of my contract along with the receipts showing varying amounts. Even the contract quotes a smaller amount on the front than it does on the next page, which is very confusing when you are filling out huge forms like that. And to make matter more frustrating, I had started out wishing to pay up front when I was able to. But Byte kept harassing me with messages until I caved when they sent a message saying their prices were going up. So I am paying several hundred more than I was going to originally. I have to think this is all purposeful sharky behavior because the sales person remembered details, saying, "I know you were waiting for your delayed child tax credit refund check before paying, but have you reconsidered?" I read other complaints online from Byte customers that also note the bait & switch approach by Byte where Sales hounds you and then no one communicates properly ever again once you sign a contract. The product itself is what I expected so far, but the level of professionalism in financial transactions is absolutely wretched! I can provide many email and text screenshots also if needed.

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Byte prides itself on our sales process and is eager to receive feedback such as this to improve our processes. 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, 2022/08/21) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is not a valid response to my complaint. As mentioned, attemtps to resolve this internally did not result in any authentic solutions. Please respond adequately here, Byte. No one ever answers when I call Byte and no one addresses the problems satusfactorily through email.


      Business Response /* (4000, 9, 2022/08/27) */
      Thank you for reaching out and sharing your experience. Byte is eager to help support each customer and has been in contact with the customer regarding this specific complaint. Byte would be happy 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.)
      Is this an automated response? Byte is not actuwlly addressing my complaint. They just keep making empty statements. Nowhere have they addressed or resolved the multiple conflicting balances they provided for my contract. And the company they outsourced to for payments won't send me a current balance that reflects my recent first payment. This is truly a criminal scheme in which neither party claims liability. It is a basic practice by law to provide customers with receipts for their payments.


      Business Response /* (4000, 13, 2022/09/01) */
      Thank you for sharing your concerns. Due to the sensitive nature involved in the treatment, we will happily support the customer internally.

      We have had a member of our management team reach out to the customer. We are eager to support them and willing to find a fair resolution.
    • Initial Complaint

      Date:07/30/2022

      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 for a full teeth alignment treatment but when I got to the end I was nowhere close to a normal bite. I have reached out to them NUMEROUS times sent them photos etc but I have not received a resolution

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 5, 2022/08/16) */
      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 /* (3000, 7, 2022/08/20) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      That is simply not true at all. I have requested NUMEROUS times another kit for another set of impressions so that another set of aligners can be made. Even requested specifically by name the Orthodontist to review the case as my bite is not ANYWHERE close to what was intended or promised. Nothing accomplished so far I have gotten requests for more pictures of my teeth but other thatn that no resolution whatsoever from them
      Thanks


      Business Response /* (4000, 9, 2022/08/27) */
      Thank you are sharing your experience. Byte is eager to help each customer work with their Clinical Team to achieve their smile goals. Adjustments to the treatment, such as obtaining a new impression, all need to be reviewed and approved by your clinical team. Your safety is our number one priority and we look forward to assisting you with the next steps.


      Consumer Response /* (4200, 11, 2022/08/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      There is no proposed resolution yet


      Business Response /* (4000, 13, 2022/09/01) */
      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:07/30/2022

      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.
      Byte
      Date of Purchase: 5/14/2022
      I purchased the 10 hour night time aligners from Byte, along with the additional extended protection plan. I believe the extended plan was the difference from the ***** and ****** of ***** When I purchased the plan I was told from the salesperson that I would be able to reach a real person at the phone number provided. That everything I needed would be included in the price. Sales person was very attentive and easy to reach. So, I assumed that the customer care would be continued. I did receive the retainers quickly after submitting pics and teeth mold. But, I have not been able to reach or speak with a real person since. I got one email, which I'm not sure how to send that to you. It asked for pics and I sent those off. Have not heard back. I was told there should be a monthly check in with a live person to see if you are on track. I have no idea if I am or not. I am almost 60 and my teeth are valuable and important to me, and my health. With the lack of customer service, I am concerned that I may be doing more damage than good. I have no way of knowing, as there is no one to reach out to at Byte. I'm sorry they are short handed. But, that is not my problem. If they can't live up to basic customer service, such as just answering the phone, they should stop adding customers, and cancel demands they can not meet. I hate to complain. But, I feel I am better to complain than to continue and waste a lot of money and ruin my teeth. At minimum, I would like to have them keep what I have paid and release me from contract, so I can pursue other means of teeth treatment. Especially, not expect me to pay even additional money for customer service beyond the treatment. That would be crazy on my part. I'm sorry the customer service is terrible once they have landed the customer. I expected much better from Byte.

      Please help.
      Thank you, *** ******

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 5, 2022/08/16) */
      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 /* (3000, 7, 2022/08/20) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I do not accept the response from Byte. I have yet to reach a real person, other than lady that answered the phones, when Byte finally started answering phones. I was told by assistant that I would receive a phone call within 3 days from management, after her going back and forth with management, that were not willing to talk or assist me, themselves. I have been kind and patient, as I used to be in service, so it's not like I was an unruly rude customer. All Byte has done, in their replies is send a few messages saying they want to help. But, they have not acted on helping with any of my issues. I decided to keep using the aligners. Being hopeful. I have trouble with the technology and the option to upload pics other than on the fly was no longer working. So, I sent message to request help for that last Sunday. Heard nothing. In fact I uploaded a pic that no one should have accepted to show progress, and they just pushed me through, like all is good and next check in is on Sept. 7, or close to that date. They repetitively ask which aligners I am on and never have a clue. That is information that I have sent them for each check in. Something they should be on top of. I'm attaching my reply to a message that received ********** from Byte.
      He sent a message offering $150 credit. But, still no live person, and no offering any help with my issues. I spent almost $3000 dollars on this program. Around $800 for the extended coverage. That is a lot of money for me. And them throwing $150 at me and still not offer any help is insulting. I only wanted to straighten my teeth as a treat to myself. Please continue to do what you can to help. I really do hate to see others have to go through this disappointment and financial loss.
      Respectfully,
      ***


      Business Response /* (4000, 9, 2022/08/25) */
      Thank you for bringing this to our attention. It is our first priority to ensure our customers feel supported throughout their Byte journey. Our management team will continue to assist with this internally.


      Consumer Response /* (4200, 11, 2022/09/03) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Please read attached document.


      Business Response /* (4000, 13, 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.


      Consumer Response /* (4200, 15, 2022/09/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Per my Sept. 3rd response, I would like to leave this open, and pending my receipt of refund. When Byte follows through with promise of refund, the case can be closed.
      v/r
      **********


      Business Response /* (4000, 17, 2022/09/22) */
      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:07/29/2022

      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 enrolled into byte around February and was told my treatment was going to be only 12 weeks got my aligners within a few weeks like in April and started my treatment right away. But then after the 12 weeks my teeth were still not straight and they had told me I was going to need to see one of their professionals to help with my problem after about 2 to 3 weeks of trying to see if the aligners would work and at this point it's been well over 20+weeks and I'm still going and these aligners aren't working. It went from 12 weeks to 20+ weeks.. then when I was trying to get ahold of them to set up the appointment they completely went ghost. I have been trying to get in contact with them for a bit over a month now and still no response they aren't responding to any of my emails or text msgs and I just feel it's very unprofessional to treat customers like this. That is not how you run a business. I want to cancel my account with byte because I'd rather just stick with my crooked teeth than to deal with this unprofessional business who can care less about their customers. I'll take my business else where.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 5, 2022/08/16) */
      At Byte, our aim remains to provide you with a quality journey that provides you with the smile you deserve. So long as any customer in our treatment is diligent with the instructions provided and all guidelines are followed, progress should be visible. However, we do also understand that every person's anatomy is different, and treatment may not go as originally planned. Not to worry! Byte provides a Professional Care Team check in via our account center to provide each customer with their next steps if they are concerned with the progress of treatment. Additional aligners may be available, as well as an adjustment to treatment to ensure we can provide the desired outcome. We recommend that if there is a customer with fit concerns, that they follow up with ****************** to ensure we are getting them taken care of promptly.
    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for the companies treatment, i followed all instructions and have been in communication via email. There was an issue with the last portion of the treatment, I reached out to the company again, they advised to continue the testament with their instructions. Now the company is requesting **** to continue to resolve the issue which was brought to their attention.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/16) */
      Byte has been in contact with the customer and has resolved the issue. Byte continues to support the customer through their journey to the smile of their dreams.


      Consumer Response /* (2000, 7, 2022/08/18) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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