Complaints

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

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  Remi

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

• 

  Remi

  San Francisco, CA 94111

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:04/16/2025

  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.

  Good morning BBB,I made a one-time purchase for a Remi mouthguard (two mouthguards included with the purchase). The purchase date was February 3, 2025 for $****** paid on my credit card. The site says the impression kit would be delivered in four business days. I received the impression kit March 17, 2025, that is five weeks later. This was the first sign Remi is not a reliable company. I mailed out the dental impressions, including the card in the kit, on March 18, 2025 via ****. Remi received the molds on March 24, 2025. On April 4, 2025, I received an e-mail that said, they had saved my impression. I replied where are my mouthguards. On April ******, Remi support responded with some question, in which I sent the **** receipt with the tracking number on it for the impression I sent them. On April *******, they sent an e-mail stating case number ******** was closed because they did not hear back from me. Meanwhile, I had sent the tracking receipt two days prior, and have no idea about the case number there are referring too. I also told them if I do not receive my mouthguards or a full refund, I was going to put in a BBB complaint. I have not heard back from Remi, so maybe you can help me get a refund back because I think this company is terrible and unreliable. I paid ****** and received nothing till this day. Thanks for your help in advance BBB.

  Business Response

  Date: 04/19/2025

  Hi *******,

  After reviewing your communication with our support team, I can see that your order has been fully refunded. We apologize for the inconveniences that your order had, and hope to have the chance to provide you with a great service in the future.

  Best

  The Remi Team

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 mouth guards from Remi and received the impression kit. Neither of the sizes fit my mouth so I called to see if they had any other options. They said "just use whichever is closest" but one was so small it didn't cover my back teeth. The other was so big it gagged me. I told them I just wanted to cancel and get a refund. I was well within the 45 day satisfaction period to do so. They never refunded my initial payment, and they even continued to charge me for replacements! I never received any product from this company other than the impression kit. I never received ANY mouth guards. I've contacted them several times telling them I cancelled and I would like a refund, but they have not acknowledged that and continue to try to charge me every 6 months. They just keep telling me I need to send them back the impressions so that they can send me the mouth guards. They are completely ignoring the fact that I told them I can't make the impressions because they don't fit, and that I cancelled and requested a refund within the initial 45 day period.

  Business Response

  Date: 04/19/2025

  Hi Dakota,

  After reviewing your case, I have succesfully canceled your subscription.

  Best

  The Remi Team

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23189238
  
  I am rejecting this response because: Remi did not cancel my subscription even I asked them to several times. I tried to cancel within my 45 day period for refund. Remi did not cancel and continued to charge me. I never received the product they charged me for. Please refund the money you have charged me for products I did not receive.
  
  Sincerely,
  
  Dakota *******

  Business Response

  Date: 04/27/2025

  Hi Dakota,

  Find attached a screenshot of your canceled subscription.

  Best

  The Remi Team

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23189238
  
  I am rejecting this response because: Remi still charged me for items I never received. Please refund the money you took for items never provided. I never received ANY mouth guards from you and I was charged twice. Please refund my money.
  
  Sincerely,
  
  Dakota *******

• Initial Complaint

  Date:04/09/2025

  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.

  We signed up for Remi in September of 2024 but unfortunately my daughter was too squeamish to get the necessary impression to work. I took the loss and ordered retainers from our dentist. Fast forward several months and Remi has charged us $96 for replacement retainers that don't exist. While they have refunded that amount they continue to NOT cancel my account despite repeated requests to do so. I do not want to be charged by them anymore and I do not want them to have my credit card information anymore.

  Business Response

  Date: 04/19/2025

  Hi *****,

  After reviwing your communication with our team, we can confirm your subscription has been canceled

  Best

  The Remi Team

• Initial Complaint

  Date:04/09/2025

  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 asked them to delete my account and my data, they have said that they did so, but I continued to be able to log in to my account. Now, I am unable to log in to my account but I am still receiving marketing emails from them - which makes me believe they still have my information on file. Attached: emails, phone logs, and marketing emails I want it confirmed that my account, and all of my night guard impressions, and all of my data is completely deleted. I do not consent to them having any of my data or information.

  Business Response

  Date: 04/19/2025

  Hi ******,

  We have removed your data from our marketing lists. Please allow 24 to 48 hrs for the process to be completed.

  Best

  The Remi Team

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23158553
  
  I am rejecting this response because:
  
  (1) i just received another marketing email from you, (2) in it, you literally say that you have my impressions saved. ? Delete my impressions! Delete my data! Delete my account!
  
  ****** *****

  Business Response

  Date: 05/12/2025

  Hi ******,

  We have deleted your information from our marketing lists. To avoid future matters, we have assigned one of our agenst to make sure this process is fully done without any glitches.

  Best,

  The Remi Team

  Customer Answer

  Date: 05/12/2025

  I asked for them to remove my data from everything, and they replied that they only removed my data from their marketing lists. They still have my dental imprints, my data on site usage, and whatever else data they collect. I do not consent to it! They have not completed my request and are not addressing the fact that I want all of my data fully deleted from their systems.

  Business Response

  Date: 05/13/2025

  Hi ******,

  Find attanched a confirmation of your account canceled.

  Best

  The Remi Team

  Customer Answer

  Date: 05/14/2025

  They attached proof of my account being canceled, but their proof is not real. They showed proof of my subscription being canceled. You can see clearly in their photo that my account is still alive in their system. They still have my name and prior order history. And, I still do not have proof that my dental impressions were deleted. 
  

  My subscription is canceled, yes, but my complaint has always been about my account. I want my account deleted, and they are failing to do that time and time again every time I request it. 

• Initial Complaint

  Date:03/31/2025

  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 placed an order with Remi (******************************) on January 25, 2025, and was told I would receive an impression kit first in order to create custom mouth guards. Instead, I was sent two mouth guards without ever receiving an impression kit. These mouth guards do not fit my mouth and were made using outdated molds. I was charged $129.99 for this order.I contacted Remi multiple times to clarify that my order required a new impression kit before guards could be made. I made it very clear that I could not use guards made from old impressions, due to changes in my bite and jaw. Despite this, the wrong products were shipped twice, and my emails were repeatedly ignored or closed out prematurely.After weeks of delays and confusion, I sent a formal certified demand letter on March 25, 2025, which was picked up and confirmed as received by Remi on March 26. As of today, I still have not received a response, refund, or resolution.This situation has deeply impacted both my mental and physical health. I rely on proper night guards to prevent teeth grinding caused by anxiety and stress. Being without a working guard for months has increased my anxiety, disrupted my sleep, and made me fearful to visit the dentist due to anticipated damage. As someone managing trauma-related anxiety and PTSD, being ignored and dismissed by this company has significantly worsened my well-being.I am requesting a full refund and formal acknowledgment of their mishandling of this issue. If this is not resolved within 7 business days, I will proceed with formal complaints to the ***, California Attorney General, and pursue small claims court.

  Business Response

  Date: 04/27/2025

  Hi ***** -

  Upon reviewing the communication with our team, we can see that our escalations team has attempted to reach out to you with a solution for your situation. We hope this suits your needs as we would love to be able to help you resolve this matter.

  Best

  Ther Remi Team

• Initial Complaint

  Date:03/31/2025

  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.

  There is no option to ****** a subscription on their website. I moved out my shipment to 2028 so I had time to deal with it. They still attempted to charge my card and send me another unwanted retainer. I called on 3/25/25 and no one answered the phone line. I then emailed requesting to cancel. I received a response only asking why I wanted to cancel. I responded multiple times stating that I do not use their product and I dont need more. Since then, no response and my subscription is still active on their website. I called again on 3/27/2025 and no one answered. How is a company in business if they do not have employees to answer the phone? This is so frustrating. I just want to cancel a subscription.

  Business Response

  Date: 04/15/2025

  Hi *****

  Upon reviewing your communication with our team, I can confirm that your subscription has been canceled.

  Best

  The Remi Team

• Initial Complaint

  Date:03/31/2025

  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 signed up for Remi on 12/14/23 to get night guards to test them out. The product was not well made and did not fit so I did not continue the subscription.I emailed them on 5/23/24 to cancel the subscription and I heard nothing back. I emailed support again on 11/27/24 to cancel all renewals and heard nothing back.They stated they needed one successful renewal or the settlement of any remaining balance. I did not like the product so I chose to pay the $40 remaining balance on December 3, 2024. Invoice#D26200. In written email correspondence I asked that the subscription be cancelled.On March 21, 2025 I received an email stating Remi had billed me $95.68 for Order #REM-332408 without my consent. I again submitted in writing on March 21, 2025 that I do not want a subscription and I want my account deleted. I removed all payment information.I asked again on March 24th and March 25th for Remi to confirm the subscription was cancelled, but have heard nothing.

  Business Response

  Date: 04/08/2025

  Hi *******,

  After reviewing your case, and communication with our team, I can see that your subscription has been canceled already. If you need any further assistance pelase let us know.

  Best

  The Remi Team

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Prior to this message I was updated by someone at Remi that I would receive my refund (and I have) and that my account would be canceled (it has). I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/31/2025

  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.

  This company is completely out of line with their behavior. I have been charged twice almost $100 each time for my subscription, which I do not want and have asked to be canceled multiple times. You cannot cancel on their website. When I email customer support they tell me someone will follow up on ***** hrs. Nobody ever follows up and then the case is closed because nobody has responded within 48 hours. They are the worst company I have ever had a subscription with and I regret ever trusting them with my money. This is not even touching upon the fact that they have sent me NUMEROUS products that do not fit well and are not usable. Disappointing in every regard.

  Business Response

  Date: 04/19/2025

  Hi ******,

  After reviewing ypur communication with our team, I can confirm that your subscription has been canceled.

  Best

  The Remi Team

• Initial Complaint

  Date:03/31/2025

  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 am filing a complaint against Remi, a provider of dental night guards, due to their failure to acknowledge and process my request to cancel my subscription, and for charging me for products I never received.According to Remis website, subscription cancellations must be requested via email to their customer support. I followed this procedure and emailed them on Tuesday, March 18, 2025, at 11:06 PM ET requesting cancellation. I received no confirmation or follow-up.I then called Remis customer support line several times on Thursday, March 20, 2025. I spoke with a representative who placed me on hold to transfer me to the cancellations department. After waiting on hold for approximately ************************************************* back.Later that day, I received an email from ******, a Retention Specialist at Remi, stating that she had attempted to reach me by phone and was following up on my cancellation request. She asked for the reason I wanted to cancel and said they wanted to address any concerns I had. I responded to her email within minutes of receiving it and again on Mon. March 24, but I have not received any response or confirmation that my subscription has been *********** addition, I would like to address a serious billing concern. Remi charged me $94.56 twice, once for a supposed shipment on August 9, 2024, and again on November 15, 2024. I never submitted a mold (which is required to manufacture the night guards), and I never received any night guards. Furthermore, no shipping or tracking information was ever provided for either shipment. I have attached screenshots showing these charges and the shipment dates as recorded in my account.I am seeking the following resolution:- Immediate confirmation that my subscription with Remi has been canceled.- A full refund of the two $94.56 charges for products I never received or authorized.

  Business Response

  Date: 04/08/2025

  Hi *******

  After reviewig your communication with our team, I can see that your account has already been canceled. 

  Best

  The Remi Team

  Customer Answer

  Date: 04/08/2025

   
  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:03/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my subscription with this company 2 times in the last 6 months. I gave up the first time because they made it so difficult and I set my subscription on pause. I have been trying to cancel for the last 5 days with no cooperation from staff. Every time I email they reply outside the thread and Im talking to multiple people. No one will help me cancel, they just keep suggesting I pause or asking questions about my cancelation that Ive already answered. I believe this is an intentional tactic that worked on me last time I tried. I believe they will attempt to bill me despite my requests.

  Business Response

  Date: 04/08/2025

  Hi *******

  Upon reviewing your communication with our team I can see that your subscription has been canceled.
  We are attaching a screenshot of your account for written confirmation 

  Best

  The Remi Team