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Business Profile

Teeth Whitening

Remi

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Teeth Whitening.

Complaints

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

Find a Location

Remi has 2 locations, listed below.

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    • Remi

      3950 S Eastern Ave Ste 140 Las Vegas, NV 89119-5174

    • Remi

      San Francisco, CA 94111

    Customer Complaints Summary

    • 300 total complaints in the last 3 years.
    • 152 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Resolved
      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 January 4, 2023 I placed an order with Remi for custom night guards at the price of $124.21. I was under the understanding that a subscription to deliver new guards every 6 month was optional and I had no obligation to maintain a subscription. I received my guards sometime in June/2023. I was a long and inadequate process.The product I received was not satisfactory. It was delayed for months. I had trouble using the uncomfortable guards and ended up disposing of it after 2 months. I even received tracking information from a different client, exposing their address to me. All these troubles showed me that this company is unorganized and not ************** August 2024 I was charged by Remi through my ****** Account, unknowingly and without any notice for the upcoming subscription charge. I requested cancellation at that time. Remi once again failed to cancel my subscription and I was charged again in February 2024. I contacted them immediately and requested cancelation of my account in its entirety. It appears now that this request was not completed and I was surprised today, May 23, 2025 with yet another unauthorized charge from Remi on my account. I am submitting this complain because I have grown tired of trying to solve this issue myself. All I am looking for is the for the company to cancel my account and any related subscriptions. I do not want them to have my information anymore. I have also opened a similar complaint with ****** today and requested a refund for the most recent charge of $94.56 of May 23, 2025.I would appreciate any help with this.Thank you

      Business Response

      Date: 07/15/2025

      Hi ********,

      Upon reviewing your communication with our team I can see that the discounted price for Club members was selected when first purchase, that is why you had an active subscription. As a one time courtesy we have canceled your subscription. Thank you for reaching out.

      Best

      The Remi Team

      Customer Answer

      Date: 07/15/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I would have liked them to close and delete my account as previously requested rather than solely canceling the subscription, as I dont intend to be a customer in the future. 

      Sincerely,

      ******** *****

    • Initial Complaint

      Date:05/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This subscription service does not acknowledge cancellation and continues to charge with no way to cancel. No one responds to the only email address that it instructs you to use to contact them and the automated phone number results in nothing. I deserve a refund for this order and a removal from their service.

      Business Response

      Date: 07/15/2025

      Hi *******,

      Upon reviewing your case, we could not locate a cancelation request under this email/phone number. But we have assigned a dedicated agent to reach out to you and help you with your concern within the next 24 hrs.

      Best

      The Remi Team

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23369005

      I am rejecting this response because: I attached my cancellation request to this complaint following the directions on your website. If you do not have this information, your company is flawed and i deserve a refund. And please cancel my account with your company after providing my refund.

      Sincerely,

      ******* ****

      Business Response

      Date: 07/17/2025

      Dear *******,

      Thank you for your response, and we sincerely apologize for any inconvenience caused. We understand your concerns regarding the cancellation and refund, and we can confirm that your chargeback case has been reviewed, and you were successful in the claim.

      We recommend coordinating directly with your bank if the refund has not yet been received, as they may provide further details regarding the transaction. Additionally, please be assured that your account has been successfully canceled as requested.

       We value your feedback and appreciate your patience. If you need any further assistance, please don't hesitate to reach out.

       Best regards,
      Remi Team

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Unanswered
      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 April 3rd I ordered a remi cleaner for $75.34. It arrived on April 22nd. I did not use it right away but a week later I opened it and began to use it according to instructions with clean water and only to the line, etc... After a couple of weeks of using it. One day I went to retrieve my mouth guard from said cleaner after cleaning cycle and my mouth guard was melted and damaged. So much so I could no longer use. This was a custom made mouth guard for grinding/snoring/TMJ. (I have a receipt if needed). I reached out to remi for resolution. They apologized and only offered a refund for said cleaner but not my mouthguard. I would like a to have my mouth guard cost covered so I can order another. I cannot sleep without it. I've been not sleeping well. Please help.

    • Initial Complaint

      Date:05/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for Remi a while back and it took me nearly a year to send in my impression kit. Before I sent my kit in I was charged for the initial set of guards and one renewal. When I was charged a second time I reached out to the company for help on getting my impressions done. After receiving my first set of guards, they did not fit properly. I reached out again and expressed I was not happy and requested a refund. They asked me to allow them to make the guards again and sent me a water flosser for the inconvenience. I asked for my account to be cancelled so I wasn't charged any additional subscriptions. They said it couldn't be cancelled until the issue was resolved. We put the account on pause while I waited for the new guards to come in. The upper new guards fit better but the bottoms did not. I was only able to wear the uppers and I chewed through them very quickly. I was under the impression my account had been paused but I still had another set of guards I could order because of the second charge to the account before receiving my initial set. I reached out to ask for a new set and was told my payment was not current and I would have to pay for another set. At this point I was done with Remi. I dug through my Flex Spending Account and found both charges and sent proof and asked for a refund and the account to be closed. The representative relucently refunding the second payment but never cancelled the account. I got a notification that Remi attempted to charge my Flex Spending account again and emailed the representative immediately demanding the account be closed. It wasn't closed and the when the refund posted to my Flex account, ********************** processed a payment for another subscription and is sending a new kit. I have not heard back from the support email for a few days now and just want to be done. I want my refund and do not want any more guards from Remi. I want the entire account closed/deleted.

      Business Response

      Date: 06/05/2025

      Hi ******* ****

      Upon reviewing your communication with our team We can see that your subscription has been cancelled already .

      Best

      The Remi Team

      Customer Answer

      Date: 06/19/2025

      I apologize for not responding earlier, I didnt see an email requesting a response. Remi has settled the issue by refunding the charge. At first they didnt want to do it and tried to push me into renewing but they finally agreed to do what was right. I am satisfied with the resolution but will never use Remi again. 

      Thank you for your help. 

      Jasmine

    • Initial Complaint

      Date:05/21/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company makes it impossible to cancel your subscription. There are new rules in place from the *** that state that canceling your subscription should be as easy as signing up - which should therefore be available to do on their website which is how I signed up initially. However, to cancel, they force you to email their billing department who then REPEATEDLY try to talk you out of cancelling and refuse to end your subscription or delete your account. Ive emailed them a total of 5 times now. The first 4 emails were met with pushback and reasons why I shouldnt cancel, and now they are not even responding. So I still have an active subscription and account that Im literally unable to cancel. This is completely unethical and in violation of several laws.

      Business Response

      Date: 06/01/2025

      Hi ********,

      Upon reviewing your communication with our team I can see that your subscription has been cancelled. We have requested your information to be deleted. Please allow 24 to 48 hrs for this process to be completed.

      Best

      The Remi Team

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 cancel my Remi night guard subscription for the past 2 days. Their website states if you'd like to cancel to email customer service. Thought customer service I've been told I can pause or extend even though their website clearly states if you want to cancel reach out to customer service. I have continuously said cancel and now have requested for all my information to be removed from their system. The only positive in this entire thing is the credit card on my account has expired so I can't be charged by this scam of a company ever again.

      Business Response

      Date: 06/01/2025

      Hi ****,

      Thank you for reaching out. We have removed your information from our lists. Please allow 24 to 48 hrs for the process to be completed.

      Best

      The Remi Team

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Resolved
      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 was unknowingly signed up for auto-renewal with Remi. They notified me my order was going to be processed on 5/20, on the date of 5/15.I've emailed back and forth with them requesting they cancel the subscription but all they do is ask why I want to and ignore my follow up email until the ticket closes 48 hours later."I'm sorry we're closing your ticket because we haven't heard from you in 48 hours" when it was them who hadn't responded to my email.We did this twice and this morning they charged my card the $94.56 anyway. I'm thinking I need to cancel my credit card to prevent this from happening again.

      Business Response

      Date: 06/01/2025

      Hi Skylar,

      Upon reviewing your communication with our team I can see that your order has been refunded and your subscription cancelled. Please let us know if any other help is needed. 

      Best 

      The Remi Team

      Customer Answer

      Date: 06/02/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/16/2025

      Type:Product Issues
      Status:
      Answered
      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 got Remi night guards. The bottom ones came and they weren't the right fit. I reached out and they asked for photos and videos which I sent. Then they closed the ticket with no response. I keep emailing and Remi keeps sending emails closing my tickets. Saying they "haven't heard from me" when I've sent several emails in the chain that they've ignored. I'm not sure if they are having an email issue where there tickets are not working properly but this has been going on for a week. I sent photos and videos over twice and then they close the ticket. They have yet to help. I also emailed a fresh email to their support inbox and that is ignored.

      Business Response

      Date: 06/01/2025

      Hi ******,

      We have assigned a dedicated agent to contact you within the next ********************************************* the next 24 hrs. 

      Best 

      The Remi Team

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company has been illegally holding customer mouthguard subscriptions, and not allowing customer to cancel. I have been trying to have them cancel my subscription for weeks and they make it impossible to do so. I have written emails, messaged and posted across all their platforms. Now I have had to call my credit card company to deny any future charges from Remi. I have been seeing many complaints about Remi from other customers regarding their poor business practices.

      Business Response

      Date: 05/26/2025

      Hi ***** ***,

      Upon reviewing your case and communication with our team, We can confirm that your subscription has been cancelled. We apologize if the process was not what you expected. 

      Best

      The Remi Team

    • Initial Complaint

      Date:05/13/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had an issue with making my impressions for the night guard. I decided to cancel my order due to the frustration and they refunded me. Then just last month they charged me for a reoccurring subscription and I sent them an email and they never responded.

      Business Response

      Date: 05/26/2025

      Hi **** ******
      Upon reviewing your communication with our team, I can see that your subscription has been cancelled. We will also remove you from any marketing listings, please consider 24 to 48 hrs for this process to be completed.
      Best
      The Remi Team

    Remi is NOT a BBB Accredited Business.

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