Business Profile

Teeth Whitening

Remi

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:05/12/2025
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 attempted to cancel my night guard subscription via email twice before being billed for the second shipment. Both times the representative tried to convince me to send a video or photos to troubleshoot the issue. I declined. I never sought a refund for the first night guard, I only wanted my subscription cancelled prior to being billed again. I even tried to pause my next shipment in my profile but that did not work. I have sent two emails and one voicemail since I was billed for the second shipment on May 6th. I have not received a response this last time, and they claim to get back to you within 48 hours.
Initial Complaint
Date:05/06/2025
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 purchased a retainer from this company and the retainer did not fit properly. I have reached out to the company and told them. ****** the company to cancel an upcoming order that they sent me an email that another retainer would be shipped. Ive sent them over 25 asking them to cancel the order and subscription that they claim I had which I didnt. Ive been harassed and got the runaround from this company. They kept telling me to pause my account and would refuse to cancel my account even me asking multiple times. Ive then get an email saying that I need to order another retainer or pay more money and that they would charge credit card. This business is completely unethical and a scam company. I will dispute any charges that are charged to me without my permission. CANCEL MY ACCOUNT!!!
Customer Answer
Date: 05/06/2025
This company needs to stop harassing me and lying. I have so many email correspondence that the product did not fit. They are harassing me and not cancelling my account. Next steps will be legal action.
Customer Answer
Date: 05/06/2025
I want all my information deleted with this company and to stop emailing me and harassing me RADJ
Business Response
Date: 05/12/2025
Hi ******,
We have reviewed your request and we are processing it, please allow 24 to 48 hours for the process of removing you from our marketing list is completely done.
Best,
The Remi Team
Initial Complaint
Date:05/05/2025
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 made over 5 attempts via email, to cancel my membership, and with every request the response from Remi is to say they will pause my membership. I continue to reply that I would like my membership cancelled and they avoid the request and just reply that the membership will be paused. Ive attempted calling and there is no answer, so the only other method to contact them is via email, however that feels like a non response since they continue to evade my request to cancel my membership. I just want confirmation that my membership will be canceled so I never have to engage with this business again.
Business Response
Date: 05/12/2025
Hi *******,
Upon reviewing your communication with our team, we can confirm that your subsscription has been cancelled.
-Best,
The Remi Team
Initial Complaint
Date:05/05/2025
Type:Sales and Advertising 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.
Over a year ago, I contacted Remi to cancel my subscription. Then out of no where in November, I got an email that my order has processed and was going to ship soon. Remi did not give even a days notice before they just automatically processed the order and charged my card. I contacted them, asked to cancel my subscription again, and stopped the order. (I wrote this off as it never got cancelled). Then, last week, the same thing happened. I got an email that my subscription had been renewed and my card had *** charged. (Mind you, the account they charged i had to transfer money because i no longer use it, and didnt want overdraft charges. I did not initiate or renew my subscription with Remi. I replied to their customer service immediately and stated that I did not authorize this order and that I had canceled about a year ago, as well as in November. They canceled the current order, but keep trying to force me to "pause" the subscription after I told them multiple times to cancel and that I had previously canceled. They do not listen or care about their customers and just want money. Do not do business with them or even think you can cancel later as they promise. They should not advertise you can cancel at any time. They should make it clear they do not care what you want in the future and state they will charge you whenever they decide. They should state they will only "pause" your subscription and "reactivate" it whenever they feel like ****** can't do any edits to your account without emailing them. Email to cancel, email to paise, email to change payment.I have 12 emails i have sent over the last week asking them to cancel my subscription and delete my account, and send me a confirmation that it was cancelled. I have gotten multiple responses asking why i want to cancel, and why dont we pause it, etc. I just want it cancelled and my account deleted- with no worry of Remi reactivating it without my consent or authorization. Completely unethical.
Business Response
Date: 05/12/2025
Hi ****,
Upon reviewing your communication with our team, I can see that your subscription has been cancelled succesfully.
best
The Remi Team
Customer Answer
Date: 05/15/2025

Complaint: 23284219

While they finally did cancel my subscription after I did my complaint with the BBB, I am rejecting this response because they have yet to confirm that they deleted my account. I have sent multiple requests to delete my account, and have not yet received confirmation it was deleted.

Sincerely,

**** *********
Business Response
Date: 06/08/2025
Hi ****,
You we have requested for your information to be deleted. Please allow 24 to 48 hrs for this process to be completed.
Best
The Remi Team
Initial Complaint
Date:04/30/2025
Type:Order 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.
Transaction date: March 27, 2025 on Amazon Paid $146.73 I am writing to formally raise a serious concern regarding the review activity associated with the company Remi Night Guards on the BBB website. It is apparent that a significant number of their positive reviews are fake or paid for. Not only the volume and tone of these reviews are highly suspicious, but also its explicitly stated in this Trustpilot review (***********************************************************) that the company is offering "Full Cashback plus a $20 bonus Or Free Set of Mouthguards" for leaving a review in Amazon and additional $5 for leaving a review on BBB and Trustpilot (paid after sending a screenshot of the Amazon, BBB and Trustpilot reviews).It is deeply troubling that despite these obvious red flags, Remi Night Guards continues to maintain a high rating on the Trustpilot and BBB platforms (apparently ****** already took action by removing Remi's product from their marketplace). This raises serious questions about the integrity of both Trustpilot's and BBB's review verification process.I was under the impression that BBB has robust systems in place to detect and remove fraudulent reviews. If that is the case, why are these fake reviews still active? The authenticity of your platform is compromised when clear manipulation like this is overlooked.I had filed a complaint with Trustpilot urging them to take immediate action to investigate and remove any inauthentic or incentivized reviews associated with Remi Night Guards, but so far do not have any sort of confirmation that they are removing these fake positive reviews so I am forced to submit through the *** platform. I am hoping BBB will address my concerns immediately and reduce Remi Night Guard's grade/star rating accordingly.
Business Response
Date: 05/13/2025
Dear *****,

Thank you for taking the time to share your concerns. We take all feedback seriously and would like to address the points youve raised transparently.
First and foremost, we do not and have never paid for fake reviews. Our goal is always to encourage honest feedback from verified customers, whether positive or negative. We have, in the past, offered voluntary review incentives to customers, common in our industry but only after a purchase and without requiring any specific rating or review content. This has been clearly communicated and in line with FTC guidelines, which allow incentivized reviews as long as the incentive is disclosed and the content remains authentic.

We recently reviewed and discontinued certain programs to ensure stricter compliance and to avoid any appearance of impropriety. We appreciate your concern about platform integrity, and we fully support transparency and accurate representations across all platforms including BBB, Trustpilot, and Amazon.

With regard to your specific complaint, wed love to understand if there was a personal issue with your order or experience that we can resolve.
Sincerely,
Remi Night Guards
Customer Answer
Date: 05/14/2025

Complaint: 23268580

I am rejecting this response because:

Your reply is misleading, and I feel obligated to set the record straight especially for other consumers who may be deceived.

You claim youve never paid for fake reviews and that offering incentives was within *** guidelines. That is simply not true. There is clear proof posted on Trustpilot by a reviewer that Remi Night Guards offers to pay people directly in exchange for posting reviews on ******, BBB, and Trustpilot.

Specifically, I have seen posts on Trustpilot offering customers full refunds, a $20 bonus, or a free product, plus another $5 if they post reviews on multiple platforms only paid after screenshots of those reviews were submitted.

Lets be honest: thats not an honest or voluntary review process. Thats paying for positive exposure, and it completely undermines what consumers rely on these reviews for real, unbiased experiences.

Even more disappointing is that Trustpilot and BBB havent done anything, despite this evidence being brought to their attention. It makes me wonder:
-How many other companies are inflating their reputations with fake or paid reviews?
-Are review sites giving special treatment to companies who pay for premium accounts?

As a consumer, I trusted these platforms to help me make informed choices. But seeing how this has been allowed to continue even with proof in hand is disturbing.

I hope BBB does the right thing and fully investigates, removes any fake reviews, and reevaluates how platforms like this protect consumers from being misled.

I am requesting a full refund for my order, as I feel I was misled by falsely inflated reviews. I also want Remi to remove the fake positive reviews from Trustpilot and BBB to prevent other customers from being misled in the same way.
Sincerely,
Jenna
Business Response
Date: 05/26/2025
Hi *****,
If you are so kind to provide us the email /phone number or Name under which you have an order with us, we will be happy to take a look at your specific order, and give you a solution. Unfortunately I wasn't able to locate an order under the email you have used for this complaint or the name ***** A -
Let us know and we will take a look at it.
Best,
The Remi Team
Initial Complaint
Date:04/28/2025
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 subscribe to a night guard subscription. I receive replacement night guards every 6 months or once a year. I received my new nightguards 11/24/24. I attempted to put them in, and they wouldn't fit on my teeth like the previous ones sent to me from them in the past. So I emailed customer service on 11/25/24. They responded to me on 11/26/24(Thanksgiving week) and asked me to put them in,take a short video,etc.. and send to them within 48 hours or they'll close my case. Due to the holiday, I didn't see my email until 11/29. I replied to them how they hurt too badly to put in my mouth to make a video. They did not respond to me. By 12/5/24, I asked that they cancel my subscription. On 12/6,they did respond asking how they can help since I am cancelling. I replied to them and told them my situation again. Didn't hear from them for weeks. So I emailed on 12/24/24 asking for cancelation again and a refund on the night guards that were made incorrectly. And again on 12/26. I emailed again on Friday 4/25/25, and still nothing from them. At this point, I just want them to cancel my subscription. Clearly, they have no intentions of helping me with the nightguards that were wrong. I feel a 48 hour window to get back to them over the holidays is also unacceptable.
Customer Answer
Date: 04/28/2025
Hi! I might have filed my complaint against the wrong REMI. The correct REMI company is based out of *************, not *********. Please let me know if I need to resubmit! Sorry!
Business Response
Date: 05/11/2025
Hi ******,
We apologize for the communication issues you had with our team. We are actively training and coaching our agents to provide a better service for our customers. We hope in the future we can work with you again.
Your susbcription has been cancelled and you should receive a confirmation email within the next 24 hrs.
Best
The Remi Team
Customer Answer
Date: 05/12/2025

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:04/28/2025
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 ordered retainers back in August 2024 and have never received a pair of retainers that fit properly. They were either too big or too small and way too thick. I've been patient but at this point I just want my money back as the retainers don't fit. They don't have a way for you to cancel your subscription online either. I want a refund and I want to cancel the subscription because I don't want to deal with this company any longer.
Business Response
Date: 05/11/2025
Hi ***-*****,
Upon reviewing your case, I can confirm that your subscription has been cancelled already. We are sorry we were not a good fit for you.
We are working tirelessly everyday to improve our processes to provide a better service. We hope that in the future we can make business with you again.
Best
The Remi Team
Initial Complaint
Date:04/28/2025
Type:Order 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 my replacement nightguards well after 2 weeks from my order. I had to reach out and request the order be processed after 2 weeks of waiting. The order was rushed and I received nightguards that do not belong to my mouth or molds. I sent pictures of my old guard and the new incorrect guards, showing that they are completely different teeth for a different member! Since sending the pics as requested by customer service, I am being ignored. Three additional emails to customer service this month with no response. This company collected 89$ from me for a replacement mouthguard from my molds for my teeth, and is unable to send me one. They are refusing to refund my fee despite not providing the service paid for. I would like a FULL refund.
Customer Answer
Date: 05/02/2025
I have now been told by Remi that I will not receive a subscription cancellation until I return the mouth guards that they sent me, that belong to another customer. ********************** expects me to pay for shipping and packaging to return guards that don't belong to me and are holding my refund and subsciption cancellation hostage until I follow these demands. This is not part of the return policy or the customer service guarantee.
Business Response
Date: 05/12/2025
Hi ********,
Thank you for contacting us, our support team is just following up processes in place. But we can provide a return label for you to ship the guards back, so we can process a refund. A designated agent will contact you within the next 24 hrs.
Best
The Remi Team
Initial Complaint
Date:04/22/2025
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 am reporting Remi mouth guards. They will not let me cancel. Cancelled as requested. 6 months later they try and extort more money. Cancel again (have proof. Email now asking for more money and WILL not cancel. I have asked them to remove me from their database
Business Response
Date: 04/27/2025
Hi ******,
Upon reviewing your case, we found hthe reason for the difference requested by our team, is because when you first purchase our product, the discounted price for joining the club was selected. We apologize for the confusion. We can see that your subscription has been canceled.
Best
The Remi Team
Customer Answer
Date: 05/03/2025

Complaint: 23234463

I am rejecting this response because:

Sincerely,

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

hi,
I am still getting emails requesting money. Please cancel and delete me from your mailing list. It seems to be impossible to get this to stop!
please Remove me from the database and stop asking me for money.

rachrl ********
Business Response
Date: 05/12/2025
Hi ******,
This request has been addressed. Please allow 24 to 48 hrs for the process to be completed.
Best
The Remi Team
Initial Complaint
Date:04/16/2025
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.
About a year ago, I contacted Remi to cancel my subscription. Then out of no where on March 31, 2025, about 2 weeks ago, I got an email that my order has processed and was going to ship soon. Remi did not give even a days notice before they just automatically processed the order and charged my card. This came as a total surprise because I did not initiate or renew my subscription with Remi. I replied to their customer service immediately and stated that I did not authorize this order and that I had canceled about a year ago or more. They argued back and forth and were trying to force me to "pause" the subscription after I told them multiple times to cancel and that I had previously canceled. Finally, after I threatened to take further action, they then agreed to cancel my order. But my credit card was still charged the $89.00 after I told them I did not authorize the order. Just a couple days ago, I still got an email that my order has shipped. I will be sending it right back. They do not listen or care about their customers and just want money. Do not do business with them or even think you can cancel later as they promise. They should not advertise you can cancel at any time. They should make it clear they do not care what you want in the future and state they will charge you whenever they decide. They should state they will only "pause" your subscription and "reactivate" it whenever they feel like it.
Business Response
Date: 04/23/2025
Hi ****** *********,
After reviewing your account I can confirm that your subscription has been cancelled and your information removed from all marketing lists. If there is aything else you need from us please let me know.
Best
The Remi Team
Customer Answer
Date: 04/24/2025

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,

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

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Remi is NOT a BBB Accredited Business.