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: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

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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 received an automated email saying I signed up for a subscription and I was going to be charged $95 for a renewal I did not ask for. They are not letting me cancel and close my account. They say its a 6 month subscription but I have not paid for or received any products since my initial purchase in March 2024. This is fraudulent charges and I do not wish to continue with this company and wish all my information was deleted from their systems.

  Business Response

  Date: 04/15/2025

  Hi *******

  Your subscription has been canceled and your  information deleted from our database.

  Let me know if there is anything else we can do for you

  Best

  The remi team

  Customer Answer

  Date: 04/16/2025

   
  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: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.

  This company offers to allow you to cancel your account at any time. However, that is completely untrue. The business will come on here and tell you that "upon reviewing your account," they are lying. I've repeatedly asked for my account to be canceled, and they refuse. You can't trap people in your scam by saying you can join this club and cancel anytime and then hold their credit card information hostage and refuse to cancel the account. People are allowed to be unhappy with your product and not reorder. People are allowed to change their minds. This is fraudulent and way to scam people out of money every 6 months.

  Business Response

  Date: 03/26/2025

  Hi *****,

  Upon reviewing your account I can see that our team already cancel your subscription. We are sorry our product wasn't a good fit for your needs.

  Best

  The Remi Team

  Business Response

  Date: 04/08/2025

  Hi *********

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

  Best

  The Remi Team

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23090842
  
  I am rejecting this response because:

  They only cancelled my account after I made this complaint and after they took money out of my account for a product I didn't want. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/19/2025

  Hi *****,

  We are sorry our product was not what you were looking for. Your order as requested has been cancelled and refunded. 

  Best

  The Remi Team

• Initial Complaint

  Date:03/31/2025

  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.

  In an attempt to cancel my subscription after purchasing my second mouthguard, I have been experiencing persistent communication difficulties. Despite explicitly requesting the cancellation of my subscription, when they do reply back, they consistently reiterate that it is in my best interest to keep my account open or offer me discounts. I have responded with a negative affirmation and requested the cancellation of my account, but I have not received any acknowledgment or response from them. So I will reach out again and they will say again that it is in my best interest to keep my account open or offer me discounts Consequently, my account remains active, and I zero interest in continuing my subscription.

  Business Response

  Date: 03/26/2025

  Hi ****,

  Upon reviewing your case, and your communication with our team, I can see that our team has already canceled your subscription.

  Best

  The Remi Team

  Business Response

  Date: 04/15/2025

  Hi ****,

  Upon reviewing the 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.

  Dec. 10th paid ****** for 2 sets of braces at special price after they lost impressions Received only 1 set and asked many times for the missing set.After promise to correct it ordered another "VIP" offer for 4 day production 122 $Received only 1, complained and begged for 2 missing sets.Without notification my **** was charged March 6th with another set, which would have been not needed if they delivered the others. Had to cancel my **** Card to stop charging. 28% customer reviews state similar business conduct. Tracking will not proof the missing sets. I will have to choose solution "delivery" because I had to cancel my **** Card, so refund is nt an option.

  Customer Answer

  Date: 03/31/2025

  Remishop has finally taken the complInts serious and send two sets of missing braces. Thank you for making them realize that customers will react.

   

  Sincerely,

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

• Initial Complaint

  Date:03/13/2025

  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 have been trying to cancel my subscription for two weeks now. They do not allow for online cancelation and they have not been responsive to my requests. I submitted a cancelation request on 2/27/25 via email and initially, they were responsive (2/28/25). They simply asked for feedback on why I was canceling which I provided the same day letting them know the product not longer fits my needs. However, after that, I never heard back despite multiple follow up emails (on 3/3 and 3/11) and my subscription still shows as active online. It is incredibly frustrating because I have been with them since their early days with no issues and only wish to cancel because their product doesn't work for me anymore, yet that doesn't seem to be enough justification for them to cancel my subscription.

  Business Response

  Date: 03/23/2025

  Hi ****,

  Upon reviewing your communication with our team, I can see that your subscription has been cancelled. If you have any question or need any further assistance please let us know.

  Best,

  The Remi Team

• Initial Complaint

  Date:09/09/2023

  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.

  The Remi night guard purchase has been the most unprofessional and frustrating consumer experience Ive encountered before. Throughout this whole process, Ive been extremely disappointed in their supply chain / fulfillment, customer service, and ultimately the end product itself. Down below is a quick synopsis of my customer experience, would 100% not recommend this product and company. My night guards took a considerable amount of time to arrive from initial order to ultimate fulfillment- about 4 months. This time does include an initial shipment for a teeth mold fitting but my molds took a significant amount of time to arrive. Second- Remis customers service is subpar. Ive found myself repeating correspondence to their representatives and I rarely obtained ultimate resolution to my issues (initial problems with my first teeth mold, bad fitting molds, and ultimately customer satisfaction given my poor fitting molds). Lastly, the product itself is unsatisfactory and not worth anything close to what they charge for their service. My molds do not fit properly and Ive not received any help to remedy the issue or obtain a refund.

  Business Response

  Date: 09/11/2023

  Hi ******,
  We sincerely apologize for the inconvenience and frustration you have experienced regarding your recent purchase of a night guard from Remi. We understand your concerns regarding the delays in shipment and the lack of clear communication throughout the process. Please allow us to address these issues and assure you that we are taking immediate action to rectify the situation.
  Upon reviewing your case, we found that there were indeed unexpected delays in processing your night guard order. We apologize for any confusion caused by the estimated timeframe mentioned in the instructions you received. Due to unforeseen circumstances such as supply shortages and the transition to new facilities, our production and shipping schedules were disrupted, leading to the extended delay.
  We deeply regret the lack of timely updates and communication from our end. We acknowledge that our failure to provide you with regular status updates only exacerbated your concerns about the integrity and honesty of our company. This is not the level of service we strive to provide, and we sincerely apologize for falling short of your expectations.
  To address your complaint, we want to inform you that we are processing a full refund for your order. You can expect the refund to be processed within the next ***** hours. We value your satisfaction as our customer, and it is our priority to resolve this matter promptly.
  In addition to the refund, we are actively working to improve our communication channels and enhance our order fulfillment process. We understand the importance of keeping our customers informed about the status of their orders, and we are taking steps to prevent similar situations from occurring in the future.
  Once again, we sincerely apologize for any inconvenience and disappointment this situation may have caused you. We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team at *************************************** We are here to assist you.
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  Remi Team
  
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20580059
  
  I am rejecting this response because Remi specified that the company would be providing a full refund and it has only been partial (still have $26 outstanding). Attachments specify amounts described from Remi and what I have actually observed on my original form of payment. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/14/2023

  Hi ******,

   

  I am attatching the refunds made to your account. The second refund was the left over from the first refund made by our support Agents that was 20%.

   

  Best

  The Remi Team