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:07/26/2022

  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.

  My original treatment started in August 2021. After going through the first two aligners there were major gaps between the aligners and my teeth in which their support team took over a month to correct and send out new aligners. Getting closer to the end of my treatment which was supposed to be six months, the aligners set again had an issue of gaps between the aligner and my teeth. Their support team required me to go back and forth through aligners for over four months will no progress occurring at all. When I requested that the aligner should be readjusted they wanted to charge me an additional **** to get my aligners redone when it's the fault of the company for making a defective product. I tried to continue communicating with their support team but they have stopped responding. This company is a complete scam stay away from them. I have over 50 emails trying to get a solution to the problem in which they have failed to find any outcome to. I'm considering filing charges against this company for its business practices and the damage it has done to my teeth.
  ORDER #XXXXXX

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/12) */
  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've been attempting to communicate with your customer service team for months, it's absolutely horrible. You explain what's going on with your aligners and then they stop responding to emails. This company continues to try to direct people to customer support and the customer support does nothing to fix any problems
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Thank you for bringing this to our attention. We are so sorry to hear that a satisfactory resolution has not been met. A specialist from our management team will be reaching out to the customer and will be working with them internally to provide an appropriate resolution for this specific situation while adhering to HIPAA regulations.

• Initial Complaint

  Date:07/25/2022

  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 17, 2022 I received an email from Byte (***** in Senior Management) stating I would be issued a refund for my treatment. They sent me a form to sign which I signed on that same day. I also returned my aligners immediately. I received a response back that a refund would be initiated within 7 business days. I have been waiting since May to receive this refund and we have gone back and forth several times over email with little progress. 7 Business Days ago they finally asked for my Banking Details and said I would receive a full refund deposited into my account within 1-2 business days. I never received it. I emailed them back and have had no response. We have been conversing since May about this issue to no prevail. I have tried calling & writing Byte with no resolution or details on a refund date. This has taken up a tremendous amount of time and effort. I just want to receive my refund that I was promised.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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:07/25/2022

  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.

  When I enlisted the services of Byte in Dec 2021, I paid ****** for the nightly aligner option based on the customer service that was promised and provided at the time. at the time, I could call them and speak to a person, and receive the necessary assistance my purchase had entitled me to. Now, in July 2022, their phones hang up on me when I ring, I am finished my treatment plan because my dentist advised me I may not continue due to loose teeth. Byte will not answer phone calls, and byte will not return emails in a reasonable time frame for time-sensitive issues with their product. I. WANT. MY. MONEY. BACK. I did not receive the service I paid for, and was promised, and this is absolutely an insult to my intelligence.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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 continue working with our team toward soulution.

• Initial Complaint

  Date:07/25/2022

  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.

  Hello, I purchased the Byte aligners and paid the company in full. I've been in aligners for approximately 12 weeks. Week 9, the fit on my left upper left aligners was poor. I contacted Byte, they advised me to cut off the left molar section to get a better fit. Stating that the molars are teeth that aren't being aligned. I did this. The product fit a little better but not quite a good fit. Weeks 10 and 11 were good fit. Week 12 is a poor fit, I have reached out to Byte to let them know but cannot get in contact with anyone. Either by phone or by filing a support request. I am not receiving a return call, a return text message or anything at all indicating they are attempting to resolve this issue. The product somehow deviated from fitting my molars to not fitting my molars. I believe this issue can be resolved if Byte, reconstructs the product by using a new impression kit. I simply need to take impressions again and they need to create new aligners so that I can finish my treatment. Also, I'm getting to the point where I need them to send me the rest of my treatment aligners. But, without them taking interest in my issue or keeping in touch with me how will they know to send the rest of my treatment. I dont want to have to "Trim" the molar section of my aligners to achieve a tight fit. I simply want the product I paid roughly ******** dollars to fit appropriately and align my teeth. At this point without a response from Byte I feel as though I've been scammed. I simply want the service I've been promised.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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:07/25/2022

  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.

  They told me I would be a good candidate for BYTE Aligners. None of the aligners fit. They told me to throw away the aligners I had and they would send me new ones after a new teeth mold kit (whatever it's called) was sent. They never sent anything out to me for weeks and weeks, then when they said they finally did, I never received anything (they will have no POD for this I promise). In the the meantime, I went to my dentist and they told me that they would never be able to align my teeth properly because their aligners don't align your back teeth, and you have no dentist visits. My dentist informed me that there would need to be several procedures done to make space for my teeth and it would take nearly a year to complete. They were aware of this and still tried to collect my money.
  
  They owe me a refund for the money I put down and also to remove their balance from my credit report.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response is a template response to bide time with the BBB. Please refund the money I put down and remove the invoice from collections immediately.
  
  
  Business Response /* (4000, 9, 2022/08/20) */
  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:07/24/2022

  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 have been battling with this company for over two years about selling me retainers to straighten teeth that never fit. I've never received them. I filed a report last year and told them I'm not paying anymore monthly payments until they give me an actual product that works. Over 2 months ago the manager claimed to issue me a refund check in the mail. They claim a guarantee that it would be here within 30 days. I contact them every few days, and I get the same copied and pasted response from each employee I talk to. They have no phone anymore. No ******** or texting options anymore. Just email that takes days for someone to even respond. This collection from money owed is ruining my credit and I need my money back as promised by the company. I have detailed copies of every conversation. I cannot find someone from the company to speak to me and actually give me my refund or proof that it was sent. I am done dealing with their false claims.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 6, 2022/08/10) */
  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, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They claim they have reached out to me two days ago, and still nobody has reached out to me. There is no communication from them whatsoever. No phone number or anything to contact them besides email. There has not been any resolution this is what they've been doing for two years lying about sending me my refund check months ago.
  
  
  Business Response /* (4000, 11, 2022/08/20) */
  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, 13, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still have not reached out to me directly OR sent the refund check. They keep saying the refund has been completed on their end, but when I ask for proof of the check being sent out they say they do not have any proof. They keep sending the same copy and pasted response. They have not rectified a single thing for me since I opened this case, or sent my refund check. There is also nobody to speak to live. It's all through email responses from the same person that take weeks to answer me.
  
  
  Business Response /* (4000, 15, 2022/08/24) */
  Thank you for bringing this to our attention. We will continue working with the customer internally.
  
  
  Consumer Response /* (4200, 17, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are still sending me the same automated response claiming my refund check has been sent without having proof. Also keep saying I can expect it on two to three business weeks. It's now been 6 months. So where is the check or proof of it?
  
  
  Business Response /* (4000, 19, 2022/08/31) */
  We take pride in the transparency we have with our customers and although things don't always go as planned, we work hard to address all concerns while staying HIPAA compliant. Thank you for working with us and we look forward to resolving your particular situation as quickly as possible.

• Initial Complaint

  Date:07/22/2022

  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.

  The sale process was great. And I was given the treatment plan which was supposed to be for 29 weeks of aligners. I got my first set of 15 weeks of aligners. But I have waited for over 3 months for my second set of aligners. I have called, texted, emailed, and ******** messenger without any response from Byte. I just want my 2nd set of aligners. If I don't get them then please just cancel my payment plan. I'm not gonna keep paying for aligners that I don't have. I have been wearing my week 14 aligners for months now. It's ridiculous. These will cost me $3,000. I just want my second set of aligners.
  
  So they either need to send them to me or just cancel my payment plan.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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 on 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:07/22/2022

  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 began my fully PAID Byte treatment plan. Since then I have been unable to get called back, new retainers sent or any customer service at all! My second set of aligners took over 4 months and my calling every single day for assistance to which I couldn't receive. I am now shipping out **************** in August and have been unsuccessful at getting a call back or response for my next set! It has been over 2 months at this time! I decided to just order the retainer and they cancelled my order and informed me via email I wasn't done with the aligners and they were cancelling my order. No one called, no one responded! I am stuck with the broken aligner from my SECOND set received 06/19/22. This is ridiculous! A full refund should be sent since this company is incompetent! My gums are destroyed from old aligners that are broken. If I quit using them my mouth hurts from my teeth going back. This company should be closed and banned!

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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:07/22/2022

  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 9/27/21 I paid ***** after agreeing to a treatment plan that ******* provided.
  I also paid *** for the impression kit that also needs to be refunded.
  The treatment was 11 weeks.
  I have had to get two "re-kits" since so treatment ended up being 10 months.
  They provided a new treatment plan that I did not agree to after agreeing to let me review it before they send the aligners.
  I have worked with several team members before getting to the management team.
  The management team member, ***** called me on 7/18/22 and offered me a refund if I didn't like the treatment plan or did not want to proceed with their service.
  He said he would call me back no later then 7/21/22 because he wanted to try and correct the treatment plan to match what I paid for and agreed to.
  He has not called or responded to any of my attempts to reach out.
  I have tried every form of contact and no one responds, when I'd call the customer service line it would hang up after saying they are busy and to put in a support request.
  The support request states someone will contact me in 24 hours and no one does.
  They have since made it so when I call in my call gets transferred directly to *****'s voicemail which he never calls back and does not respond to my emails.
  I would like my money refunded as promised by *****, and the dental assistant that I had a video call with earlier on in this mislead journey.
  This company is misleading and promises support through the whole journey. They have been anything but supportive, they do not respond and they mislead you and hassle you to do there treatment then to continue with treatment.
  My teeth and jaw are in pain and I need to see a real dentist at this point because they have adjusted my teeth and have not provided the support and care needed and agreed upon.
  I need your help BBB because they are now ignoring me and have made it impossible for me to speak to a team member.
  I have been understanding, patient, and kind. Please help me!

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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:07/22/2022

  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 contacted the company multiple times with record of text, calls and emails and I've had no response. I paid for the premium aligners and have not had any improvement with my teeth. I either need someone to get back to me to do another impression so they can send me a liners that fit (I was told it is a guarantee for my teeth to straighten out) or refund me my purchase price so I can use a different aligner company. The lack of response with the trail of messages I have is frightening with a company so recognizable. If you can't preform or answer phone calls or emails, then at least refund me so I can get my teeth straightened.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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. It is important that customers follow up internally for assistance.