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:07/22/2022

  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:07/21/2022

  Type:Service or Repair 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 order braces aligners from Byte on my credit card on 7/17/2022. The following day I receive an email saying I was getting an impression kit that I need to send in. (I have already sent in my impressions before). I have tried many times by emailing and calling to get more help or an explanation of why I need to do more impressions. No answer. They say I need impressions but have already charged my credit card $1745 for the aligners that I won't be receiving. I can't get up with anyone. I just want to cancel and get my refund.
  

  Business Response

  Date: 08/11/2022

  Consumer Response /* (-5, 5, 2022/08/05) */
  ***Document Attached***
  
  
  Business Response /* (1000, 6, 2022/08/09) */
  Byte has made a good faith effort to satisfy the consumer and considers this matter closed.
  
  
  Consumer Response /* (2000, 8, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After many attempts of failed calls and text messages to the fake numbers that were provided on their website, I finally decided to message their Facebook account. That was the only way to get anyone to respond to me. They forwarded my complaint to whoever they needed to and I was finally contacted and refunded.

• Initial Complaint

  Date:07/21/2022

  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 became a Byte customer on ******** ***** **** - I made a payment of ********* **************** aligners and the Byte Protection Plan.
  
  3 months into my treatment, and following the directions exactly as described (including using the Hyperbyte daily), I was not pleased with my progress, and stated my frustration with Byte over email on March 10th 2021 (attached). I received correspondence back until March 26th, and no further responses from Byte after that.
  
  I checked in again on **** ***** **** (attached) with my extreme dissatisfaction with NO correspondence back.
  
  I checked in AGAIN on **** ***** **** (attached) threatening a dispute with my bank / demanding a refund. I finally received a response, and the back / forth lasted until September 2021. I was given 'clinical priority' in September 2021, and promised a new treatment plan - an impression kit was supposed to be sent to my new address - they sent it to my wrong address.
  
  I had to check in again on **** X XXXX, where I provided pictures, and STILL HAVE NOT RECEIVED ANYTHING - I get a response a few weeks later asking for pictures (which I already provided). I followed up with the clinical priority team - no response.
  
  It has been over a year, and I have been using the same aligner set, and now my teeth are a complete mess - I went to the dentist, and I now have composite issues from crowding with two of my teeth (they were getting pushed in with these POOR Byte aligners), I have four impacted teeth which need removal, and my orthodontist / dentist has required me to STOP Byte treatment after all the damage done and recommended Invisalign after the dental procedures.
  
  Let this be a warning to anyone else attempting to try Byte - I paid a lot of money for the aligners AND the 'Protection Plan', but the company is an absolute SCAM - no responses for weeks on end, and clear DENTAL NEGLIGENCE.
  
  This is the first time I had to reach out to ***, and will contact my state AG - I DEMAND a refund in full.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Behind the scenes, there's so much that goes into straightening the teeth! When a customer signs up for our treatment we take into consideration that everyone has different anatomy and bone density, every person's treatment plan is 100% unique. When treatment is evaluated, our team reviews your original smile projection alongside impressions. We take your teeth, roots, and ligaments into consideration, deciding on a safe and healthy number of aligners. We understand how this may seem unnecessary upon first glance, but we want to assure that this decision was made with our customers health and optimal results in mind. Please continue working with Byte Support internally.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yet again, I am given a generic response by Byte with absolutely no regard to what I wrote.
  
  No one ever said the process is unnecessary - the problem is the LACK OF RESPONSE OVER 8+ months when I have had serious issues, and was recommended to stop treatment by an orthodontist.
  
  I demand a refund, or will proceed to work with my legal team to seek damages, and will contact our state AG - this is absolutely unacceptable.
  
  
  Business Response /* (4000, 9, 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.

• Initial Complaint

  Date:07/21/2022

  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 purchase this product last year and I have had nothing but problems unresolved by the company. I have been set back over two months with my aligners and have been trying to reach the company for over a week by email and calling with no response. When I call morning noon and night it tells me to fill out the patient request form online then hangs up. I am unable to login due to not having access to my email address and have been trying to get ahold of them to reset me with no luck. How can a business just not answer calls? I would rather just receive a refund if I am not able to proceed with my treatments. My email was sent over a week ago as well with no response. I also tried to text the company with no reply.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 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.
  
  
  Consumer Response /* (3000, 10, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a full refund. The service was not as it stated and I have lost months of time for the correction of my teeth due to no response and not being able to contact them. I am not asking for an apology or an email response.
  
  
  Business Response /* (4000, 12, 2022/08/25) */
  A member of our management team will be assisting with this matter internally.

• Initial Complaint

  Date:07/21/2022

  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 began the byte process a year ago. My teeth have made no corrections in this time period. Byte has issued 3 different aligner sets to me which have all done nothing to correct my teeth. At this point in time, I would like to request a refund for the almost $2,000 I have paid for this"treatment ". I would like this to be settled immediately, or I will go another legal route to obtain a refund. Please help!

  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.

• Initial Complaint

  Date:07/21/2022

  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 contracted with Byte to close gaps in my teeth as their product advertised. I was given an original treatment time of 5 months, but ended up in "treatment" for 14. I expect some modifications along the way, but this was just preposterous. Dismal customer service, repetitive requests for pictures and new impression kids, and lack of final results are unacceptable to me, and I hate to see anyone else buy into this terrible product. I've included documentation that details the timeline and correspondence with Byte. I request of all monies paid, for 14 months time wasted and lack of results, which at this time totals ********* My credit card on file with them had expired, and I have not updated it with them.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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, they follow up with ****************** to ensure we are getting them taken care of promptly.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Is this response real? This is a canned email that I have received for the past 18 months every single team I reached out to Byte for assistance. This is not an acceptable response to my complaint...in fact it's no response at all. I do not want additional aligners or to speak to their "customer care" team any further. Refund is the only acceptable resolution.
  
  
  Business Response /* (4000, 10, 2022/08/18) */
  Thank you for your response. In many cases, we find that patients deal with stubborn teeth or differences in bone density that causes very slow shifting than we had otherwise hoped. We understand teeth are rather unpredictable, which is also why average times are listed on the Byte website for when customers can complete treatment. This average does not speak to every experience as every customer of course has anatomical differences. However, we have made room for this unpredictability through our refinement and adjustment process.
  
  
  The refinements are targeted to treat the areas that are a bit tougher to shift, and the best part of this is that they come at no additional cost for you, whereas competitors have refinements available for upwards of $600.00.
  
  You can find information in the Byte consent form that was checked off at purchase, and in the FAQ section of the website. As it stands, Byte has a strict no-refund policy on Byte aligners.
  
  Customers that have failed to see the desired results are implored to continue active correspondence with support to reach their desired smile goals.
  
  
  Consumer Response /* (4200, 12, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, this is a ridiculous canned response. Of course I understand variability in tx, but the lack of customer service, preposterous response times, and overall neglect of my case took this way beyond the scope of reasonable variability. To reiterate how tone deaf Byte is, in the last week alone, I've received emails asking if I would refer to a friend and how I would rate their product and service. Not well, I'll tell you that.
  
  This is my final attempt to resolve this matter in a non-legal way. To be very clear, The only acceptable resolution is a refund of $1435.34. If this is not received, I will pursue legal action through my own attorney, as well as the attorney general in the states that Byte operates in.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair 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 completed my aligners in August 2021 and after about September 2021 I determined my bite was off, i could not chew or eat correctly and was having pain. I have submitted at least 6 complaints internally, provided x-rays, detailed tooth information and photos all as requested as well as a letter from my dentist confirming there is an issue. unfortunately i have has no resolution in over 9 months of contact with the clinical support team. The last submission provides detailed occlusion information as well as an email documentation from my dentist that he can not provide detailed information to a third party but confirming the issues i am having. I am extremely dissatisfied and would like to have an additional impression kit and new aligners made per the new kit sent so they they can redo my aligners correctly so i can actually eat and no longer be in pain.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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:07/20/2022

  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 June 2021,
  I purchased an Dental alligner system with byte.
  I paid over ***** and was assured that I would get the results that I desired because I was a great candidate for byte Aligners
  
  I was told my treatment would be 4 to 6 months
  I was given a impression kit and 22 Custom aligners were made for my teeth.
  My treatment started out great , towards the end of my treatment I noticed my teeth were not shifting so I requested additional aligners to finishing straightening my teeth
  
  The new aligners took three months to come and were defective and crooked, the material was thinner and was made of a cheaper Quality than the previous ones I had
  They did not fit my teeth properly however I continue to wear the aligners as directed.
  
  I noticed my teeth did not shifting much and I would be needing a few more aligners to complete the process .
  So I called , sent photos and spoke to a person and told them my issue
  
  Every time I spoke to a person they said the same thing to "backtrack a couple aligners until the air gap fills in "which I did
  I've been on the last aligners for 7 months and
  I want a refund because I'm not getting any help resolving my issue.
  
  I requested byte to send more Aligners , sent photos , X-rays and called ,emailed over 50 times so I can complete my treatment. I was told just backtrack take more photos over 20 times and when I text call or email I did not get a response from anyone half the time .
  I am requesting a full refund because I did not receive complete treatment .I provided photos emails numerous phone calls with no response.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/09) */
  At Byte, your safety remains our number one priority. Our Pro Care team consists of dentists, doctors, and assistants that look into each and every treatment to ensure we are providing you with the safest possible treatment if you are a candidate for our aligners. In the event that you were not approved, this does not mean you cannot be treated with alternative methods- we would like to make sure you are being given the safest possible treatment for your needs, and that may not be our care. If you were approved, we would love to take a further look to ensure your treatment is on track.

• Initial Complaint

  Date:07/20/2022

  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 purchased a byte aligners plan for my daughter earlier this year. Byte has not sent my daughter's second set of aligners and their offices are literally unreachable. Anytime I try to contact their customer service number, I can't get an actual person on the phone. Instead I receive a message that call volume is high which can't be true since they aren't actually taking any phone calls. I would like for byte to respond to my request via telephone. I am being charged every month for a service that is not being received.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Thank you for reaching out about your concerns. Byte has made a good faith effort to satisfy the consumer and considers this matter closed.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Byte contacted me and resolved my complaints.

• Initial Complaint

  Date:07/20/2022

  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.

  I signed up to get my clear aligners in December 2021 I believe, everything went good, they sent me my kit and had someone pick it up when I was finished. However, my aligners never moved from the processing point in the process of making them, they were never sent to me and I was still being called multiple times a day about paying for the product that I never received. I tried to call, text and email the company many times asking where my aligners were and never once heard back at that point, I decided to call again and find out what happened and let them know I'm no longer paying for the product because I never received it. They stated that it was indeed never sent to me and that they would offer me a refund of what I had already paid in, when asked how much my refund would be they never disclosed that information. But told me it would be back in my account in 7-10 business days. I have yet to receive that refund and can not get through to talk to anyone.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Our team will continue to work through this issue internally.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have a hard time accepting this response, since I've been hearing the same thing for the last 3 weeks and nothing has been resolved. And I fear it never will and I'm out almost $500 as well as almost 2,000 in debt because they sent my loan to collections. I've got a baby on the way so that money would be super helpful to have back in my account.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  Byte has made a good faith effort to satisfy the consumer and considers this matter closed.
  
  
  Consumer Response /* (4200, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company has done nothing to satisfy this consumer. As I have not received a refund. Radio silence with no word from them. I'm assuming I'm going to have to dispute the charges with my bank in order to get my refund. I have proof that I would be receiving a refund I'll attach that email.
  
  
  Business Response /* (4000, 13, 2022/08/30) */
  Byte has resolved this concern internally. Please refer to the latest correspondence from our team regarding this.
  
  
  Consumer Response /* (4200, 15, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still haven't received my refund from them. I did receive an email from someone at byte that it shows that the refund was processed on their end but I have not received it on my end. I'll attach my July 2022 bank statement as proof that I am not trying to double cross the company, I just simply want the refund.
  
  
  Business Response /* (4000, 17, 2022/09/02) */
  Thank you for reaching out and providing insight into your concerns. Byte would be happy to continue to assist you with addressing your concerns internally, due to the sensitive nature. We will continue to be in touch to support you and we would be happy to answer any questions you may have.