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:07/28/2022

  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.

  I started using Byte in January of 2022 with an 8 week projected plan. At 8 weeks I was not tracking where I was supposed to be nearly 8 months later (supposed to only be a 2 month plan), so I started on correctional aligners. I use my aligners as instructed and their Hyperbyte tool at least 2 times a day. I also started wearing my aligners more than 2 weeks each as instructed (supposed to only take 1 week per aligners but wore extra as instructed). I recently reached out for guidance as my teeth are still not where they are supposed to be. I paid **** for Byte protection, which is supposed to guarantee that if treatment isn't going as expected thag I can get new aligners, treatment, or whatever steps needed to get my teeth to the projected place. When I reached out, they initially told me I didn't pay for the **** Byte protection plan. When I provided proof of my receipt they back-tracked and said I did in fact have it. However they then stated I was not within my warranty as they sent an email asking for my info, that email which I have no record of receiving. Now they won't respond to any of my emails, even when I asked for proof of the email they stated I never received and are telling me I need to pay ***** in order to proceed with the treatment that my previously mentioned **** coverage would cover.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Byte has reviewed the claims made by the consumer and we regret any inconvenience or frustration that resulted from this situation. We are actively working with the customer to complete their treatment plan to their satisfaction.
  We regret the incorrect information that was provided to the customer on July 25, 2022, regarding the Byte Protection Plan. We have provided the appropriate coaching and want to thank the customer for bringing this to our attention. We depend on feedback to improve our service and eliminate similar mistakes going forward.
  We look forward to getting the customer to the smile of their dreams.
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company reached out to me shortly after filing my claim to rectify false info provided and work to complete my treatment plan .. so farx

• Initial Complaint

  Date:07/27/2022

  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.

  Date of the transaction: 1/13/2020 Amount paid: ********* Business Committed to Providing: straightening of my teeth Nature of the Dispute: When I signed up for Byte, I had to send pictures and impressions of my teeth to see if I was eligible. They told me that I was a great candidate so I committed to the program. My top teeth were practically already straight but my bottom teeth needed more work. I went through treatment and completed my top teeth on schedule. My bottom teeth would not straighten so they kept having to send me impression kits to redo my aligners. After the 4th set of impressions and aligners, my teeth were still not straight and it was getting harder and harder to get help. I had originally been told that I would have a personal representative who would contact me via text to track my treatment and help me along the way. She disappeared before I even got my top teeth completed. I could no longer get anyone to respond to texts so I had to resort to e-mail. It wasn't shortly after that that e-mail didn't work anymore either, you would just receive an automated message requesting that you fill out a ticket. I sent several requests asking for someone to call me, I was going through a separation and a big move during the beginning of COVID and needed them to call me regarding my failed bottom treatment. I finally ended up calling them and they told me I would need to pay an additional **** to have my treatment completed. They were extremely rude and caused me to have an anxiety attack at my place of work, which had never happened. Shortly after that, they sent me an e-mail apologizing for the confusion and sent me a link for a new impression kit to continue my treatment. I filled out the forms that they sent and never received the impression kit or any additional communications. I have reached out several times with no response and now my teeth are back to how bad they were when I started treatment. The account is under ******* ********.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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:07/27/2022

  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 been trying to contact byte for a month. When I call the number it says their lines are too busy. I have emailed them over 10 times and nothing. Only one reply asking to confirm my name and address and they didn't reply. I am trying to purchase a replacement aligner. I lost mine and the longer I wait the more my teeth will move. I paid almost ***** for the set and now they are checked out. Many people on ********* complaining about them. I have ordered a replacement aligner from them in the past and had no problem. If they cannot provide me with a replacement I would like a full refund. The whole set (16) aligners is useless if one is missing I cannot go to the next step. Attached is my proof of purchase.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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:07/27/2022

  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.

  First of all. I understand BYTE is a office free dental care. HOWEVER the impression kits they send to your home are supposed to be a gradual progression over time. My aligners had a poor fit and we're painful, I was assured it was normal etc, These aligners chipped my tooth from poor fitting. They told me to use old alignments from previous weeks which didn't help at all and took forever to get a new impression kit. I had to wait almost 2 months before my new liners came in, and the only reason they came was because I wanted to cancel byte all together, so they rushed ordered with in two days. Well now something has happened where they state my killing has not gone through and sending my account
  To collections. I wasn't too worried because I can prove the auto payments, going on a couple days now of emails texts and call in attempts and nothing. The phone service states there is a high call volume and if it's a medical emergency to go to an on site dentist, then say we will be in touch and hangs up. To absolutely no avail have I gotten in touch with this company.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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:07/27/2022

  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.

  Almost a year ago I had purchased aligners through BYTE. about half way through my treatment process I had begun to experience extreme pain/ bleeding/ bruising of my teeth and contacted BYTE support via email. I never received a response back from them. I tried to call multiple times and always got " we are experiencing high call volumes" and was never able to speak to a representative. I stopped making my monthly payments towards my aligners due to not receiving my second portion of aligners ( they only send you 15 at a time) and having extreme pain during the process and no customer service rep addressing the issue or contacting me back to resolve my concerns. They have now put my balance into collections through west lake. I am still almost a year later not able to get in contact with anyone at BYTE. I have called west lake the collector company in hopes they could assist me with contacting someone at BYTE. they are unable to do anything but put notes on my file. I am not paying ****** for something i didn't receive.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Thank you for your response. We implore customers facing any issues related to payments to contact support via ******************

• Initial Complaint

  Date:07/27/2022

  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 received numerous phone calls from a company called ******************. Stating that byte aligners has closed down and they now are saying that I now owe them. When I signed my contract, I didn't agree to pay an outsourced company. I also didn't agree to not be able to finish my treatment through them. I get no response when I ask questions and no response when emailing them. I have attached pictures from the current standings of byte.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Thank you for bringing this to our attention. A specialist from our management 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:07/26/2022

  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 Byte-At-Night Aligner System on 11/16/2021. I completed the Impression Kit and was told it was sufficient to create my aligners. I received a set of 18 bottom and 12 top aligners on 12/16/2021. I was given a 3D image of what my teeth would look like following the course of treatment. Instructions were as follows:
  Wear for 10 consecutive hours (overnight)
  Use the included HyperByte for 10 minutes daily
  Switch out the aligners every week.
  
  I adhered to the instructions and completed the check-ins at the designated times. I was concerned throughout the process because I was not seeing any changes in my teeth, but I was never contacted with equal concerns following the check-ins. When I did reach out to Byte to express these concerns, I was told to "back track" and wear previous aligners. The problem was, the previous aligners were loose and cracking due to having previously been worn.
  
  When I "completed" my first leg of treatment on March 16th, 2022 (12 weeks) and my teeth looked exactly the same. I expressed my frustration and was told that I would need to pay an additional $799 for a new impression kit. Byte eventually agreed to send me a new impression kit (free of charge) for "refinements" which was received on April 7th. I completed the kit and mailed it back immediately, and was told to wear the broken/loose aligners until the refinement aligners arrived. I received the refinement aligners on May 12th and have been wearing them since, again diligently following the instructions that were provided to me. I have continued to see no progress in my teeth and am looking to pursue a different avenue of treatment. I am requesting a full refund of $2,295 due to the product being completely dysfunctional.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received an unsatisfactory response from this business on 8/11/2022. The "specialist" claimed that there was nothing they could do about the fact that their product was not working for me, and suggested that I simply continue to use it despite seeing no results. They offered me a minimal sum of money instead of the full refund that I am advocating for. I responded on 8/16/2022 suggesting that one of their dental professionals take a look at my "progress" photos and give their clinical opinion; as of 8/19/2022, I have not received a response. I will continue to advocate for a full refund.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  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:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/31/2020 I purchased and paid in full for a Byte treatment plan in the amount of ********* It was advertised that treatment would last 6 months. Two years later I am still in treatment and my teeth are worse than ever and it is emotionally upsetting. The promise of "dental professionals" has never transpired as I have not been spoken to by any professional even in the seriousness of my issue. After the first set of aligners was complete, there were gaps in my molars making it impossible to correctly chew my food thereby making proper digestion a real health issue. I have gone through 3 more sets of aligners and NOTHING has changed except that my teeth have randomly been moved around in my head and now my front teeth can no longer bite/tear food due to poor positioning. I did NOT have this issue prior to wearing the Byte aligners. Reaching out to Byte is FRUTILE as no one can be answers the customer service line. I am devastated that my TEETH ARE RUINED by the treatment Byte provided and that after several attempts to correct the poor quality of care and product they have provided, I am left with a VERY SERIOUS ISSUE. I want my money back to invest it in CORRECTING what they RUINED. They should not be in business.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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, 8, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Indeed someone has reached out to me and offered a solution but until that solution has been accomplished, it is just an offer. My complaint remains until Byte makes good on their offer otherwise it is just "talk". I will happily "accept their response" when they actually make good on their offer.
  
  
  Business Response /* (4000, 10, 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:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 19th 2022, I had a consultation a first payment for aligners through Byte. 2 days later I was contacted via email stating my aligners cannot be made due to "complicated conditions" and that my payment would be refunded in 30 days. As of **** XX XXXX I have not been able to make contact with anybody at byte concerning my account, what makes my case complicated, the state of my payment. Nothing. Now I'm receiving emails stating my account has been moved to another company and there's setting concerning about paying ******* for a product I've not received or had any correspondence about.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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.

• Initial Complaint

  Date:07/26/2022

  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 braces did not work, it was almost impossible to reach support. I was originally quoted a max time of 3 months and ended up at over a year when they finally offered me a refund. In order to attain the refund they wanted all items sent back, when I expressed that I do not work hours or live in an area in which I can send a package they stopped responding. They ignore all my emails and still charge me monthly after admitting their product failed and wasting a year of my life. I want a FULL refund issued directly. They ignore emails and complaints and fabricate results times and outcomes

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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 /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received an email continuing to demand things in return for the refund. The company has admitted in writing that they failed and didn't correct my teeth not to mention the continuous negligence. They need to issue the refund immediately not negotiate with me
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Our management team will continue to assist with this internally.