Byte
Reviews and Complaints

I purchased and submitted an impression kit after receiving the aligners they did not fit and I have been in contact with them since august unresolved I started the process with byte back on July 6 of 2020 (order #XXXXXX). I submitted the impression kit within a week of receiving it. I purchased the aligner trays and paid in full with my care credit card on July 23 (payment confirmation # XXXXXX from care credit). I received the trays on August 11 and immediately tried to contact Byte via phone with no response. I attempted to email the company explaining that the aligners did not fit and asked what I should do. I got a response back from *** saying that I needed to submit images which I had done so immediately. Once i received a response back, the Byte team recommended that I cut the aligners down as much as I needed to. I responded back to byte letting them know that i had to cut the aligners down so much that they only covered the front few teeth and that I did not feel comfortable going forward since the second set of aligners was misshapen as well and the aligners did not even fit fully on my teeth even after the adjustments. I was offered a free bottle of whitener for my troubles but I still did not get a solution to my initial concerns. I responded back to them that I would like a full refund for the product since they did not offer me to have impressions redone and new trays sent. I received a phone call from a private number which I did not answer and a voicemail saying that this was Ashley from the Byte team and I need to contact her ASAP, but not leave a call back number and then stated she would contact me via email. I then received an email from *** name not provided) saying that they could not process a refund because there policy states that they cannot and that they could not have me return the trays. I responded back saying that I understand I can not send the trays back because of sanitary reasons, but did not understand why they could not refund my money back to me. In the mean time I had a dental appointment and had my dentist look at the aligners and he said he did not recommend i continue with the treatment either because they do not fit correctly on my teeth even with the adjustments (there are gaps between the bottom edge of my teeth and the actual aligner itself). I let Byte know of this and they wanted me to get a letter from my dentist. I contacted my dentist and unfortunately my dentist does not want to get involved with this matter. Byte is now saying that I signed paperwork saying i agreed to not being refunded. I asked them numerous times to provide me with this documentation as I was going to contact my lawyer and the ComplaintsBoard.com and they have failed to comply with my request. A person now by the name of *** (last name not provided) contacted me today 9/28 saying that I needed to provide a letter from my dentist saying treatment is not recommended and attached copies of consent forms that were generic and not signed by anyone. I responded back that my dentist did not want to get involved and would not provide a letter regardless of if any legal action would be taken by the company or myself and i again asked for her to send me copies of the documentation that i physically signed either with pen and paper or electronically and I have not received an email back yet. I also stated that I was going to provide this documentation to my lawyer and the ComplaintsBoard.com. I have not yet reached out to a lawyer in regards to this matter because I was waiting to see if the company would be willing to refund me money in the amount of *** which was paid in full with my carecredit credit card for the aligners tray sets. I have been dealing with this since back in August and have not been given a solution to the initial problem. I have not been able to try the treatment plan and at this point I do not want to. Byte has a guarantee that they will provide care for life as long as all treatment is followed properly and I have not been able to even begin treatment. They have not tried to help me in any way.

Aligner treatment causes significant gum irritation issues that local dentists identified as issues with the aligner treatment and plan. Within only a few weeks of treatment, I experienced severe gum inflammation that was never an issue I had before. I was told by Byte over and over again that it was something I was doing - that I wasn't being hygienic enough, that I just needed to give the aligners a shot because that's "what happens with aligner treatment". Feel free to look up gum inflammation with Invisalign and see that it is cause for concern and you are directed to immediately return to your orthodontist. Although there are teledentistry appointments, they are with dental hygienists. It is impossible to speak to an orthodontist, including your prescribing orthodontist. The highest level of physician you can reach is a singular dentist who I couldn't even get the licensing number for or even their last name. It's hard to even trust that the people on the other line are even truly licensed professionals as there's no way to verify anyone. I have been given unhelpful guidance from their team or generic guidance because they were unable to identify the issues I had and weren't able to offer any solutions despite me participating in their teledentistry. I attempted to work with Byte over weeks in good faith hoping that we could come to a resolution that would allow me to continue treatment with my oral health and safety in mind. Despite countless "maybe solutions" that never worked, I went to three local dentists who were unable to pinpoint any actions I was doing to cause the gum inflammation. The only consensus was that the aligners were causing this new and serious issue. I have completed 15 different actions and measures in response and respect of their team's opinions to try to rectify the issue. Those actions are detailed in my attachment that has my full statement. These actions were in the hopes that it was something that I was doing, or a temporary issue that needed a simple solution like they suggested, to no improvement. There was no improvement because the source was the aligners. After a phone call with their only dentist, she had decided that I should discontinue treatment. Although she said that "gum inflammation was normal" and a "sign of healthy gums" (what? How irresponsible and incorrect to suggest), she suggested that I discontinue for an unforeseeable amount of time in the hopes of getting cleared to restart treatment again from the beginning. I was given no timeframe other than they would "check back" in 2 weeks to see if I could start again. However, even if I could, if the aligners were the cause, I would have to discontinue again when the problems came back. At this point, I reached out to Byte in the hopes of a refund as I was told from their team that I should not be using their aligners and would not get use out of the 15 additional weeks that I had paid for and were unused or not manufactured. I was told that I would be referred to a person from management when given this complaint but instead was sneakily given another customer service representative who was unwilling to help or come to any resolution. I was told again that the issues I had were my own fault and that I "could be cleared" so they refused to offer a refund stating their no refund policy (which is interesting alongside their lifetime and happiness guarantees). It is also important to mention that while they have a no refund policy, they are perfectly fine with creating aligners over and over again for continual refinements their site assures is normal to have. If the cost of production was an issue, than this shouldn't be the case. I am seeking a refund for my aligners as I am unable to use them. Although I respect that they are personalized products, even their competitors - namely Smile Direct Club - are able to identify their own faults and provide refunds accordingly. I have demonstrated extraordinary cooperation to help them meet the promises that they made about the product and their customer experience, however they were unable to meet their promises.

Byte have been relentlessly pursuing my unwell partner to sell them an aligner, even after she asked them to stop messaging, until she gave in. My partner has a severe mental health issue that impairs her judgement and has caused repeated hospitalisations. She is a very vulnerable person. Shortly after leaving a mental hospital, and whilst still under heavy medication, Byte's salespeople relentlessly contacted her with time limited offers, even after she asked them to stop contacting her. They carried on until they caught her yesterday at a vulnerable moment and she gave in and spent close to *** of her meager savings on a set of aligners. She is current unable to meet her outgoings, claiming food stamps, and with medical debts in excess of many tens of thousands of pounds and struggling to keep a roof over her head. In the course of getting the sale they systematically and cynically undermined her confidence in her appearance. They implied there was a problem with her teeth even though there is nothing wrong with them. They did this whilst adopting an overly familiar tone and constantly crossed the boundaries of what was acceptable. At a critical time in her recovery from her illness, when my partner mentioned to the sales person that I thought it was a bad idea (because she needed to have a proper checkup and scan and see an orthordondist as stated as required in Byte's own contract) in a conversation with my partner the sales person compared me her own abusive former partner, and suggested that I did not want my partner to better herself. This was a disgusting and outrageous comment said to my partner when she was in a state of illness, that caused a breakdown in trust between us, and came at a critical time in her recovery when we were struggling to avoid her returning to hospital. Throughout the process she has not seen a single dental professional in person. There has not been any scans taken to see bone and tissue condition. Any dentist that looked in the patient's mouth would realize in several seconds that there was some neglect and need for dental work before any type of orthordontics were applied. They proposed a set of aligners that anyone with basic dentistry skills can see is going to cause a massive bite problem due to a huge shift forward in the bottom row of teeth. When I spoke to their sales team they stated that even if someone with perfect teeth came to them, they will create and sell a program for them (I have a recording of this conversation). They are not maintaining a duty of care or even considering dental health. They just want to make money with high pressure selling. They also took impressions without any requirement for the teeth to be cleaned. The patient has not has their teeth actually looked at by a dental professional for years. They are creating a program without any knowledge of gum health, or bone condition, or peridontal pockets or decay. Knowing the patient, it is my belief that the treatment will cause plaque build up to be pushed under the gumline and cause future periodontal problems, and that is just for starters. I consider Byte's selling technique to be predatory, manipulative, the opposite of empowering. They imply the patient has a cosmetic problem, making think they need to fix something to be acceptable. They offer a shoehorning solution with no interest in dental health. They have personally slighted me by implying my genuine concern is comparable with abuse, they have tried to break the bond of trust between me and my partner in order to make a few bucks, and they have hounded my beautiful vulnerable and unwell partner until she felt obliged to give in to an invasive grooming based selling technique. I am struggling to support my partner's health having been separated by the current world situation. All of our plans together are on hold. Meanwhile these disgusting pseudo-dentists have preyed upon a vulnerable person just so they can get a few grand out of people. I am absolutely staggered that they are so highly rated by the ComplaintsBoard.com, and I hope they will hold these people to account.

This company falsely misleads, and threatened to put my account on hold, on sets already paid for, until I paid $900 additionally to what I paid. I ordered the night treatment, order #*** and paid $*** upfront for it on my credit card. They are so pushy to get payment from you. I was harassed from 10/2 to 10/14 for payment. 10 weeks they pushed to purchase these after my initial inquiry about them.. PAID IN FULL BEFORE I EVEN GOT THEMo. payment plan, no billing after that. My treatment included 15 sets of aligners and apparently once I finished those, they had 10 more for the bottom. I reached out to my adviser An 2/6 by text, with zero response back to see what I needed to do to move forward with the treatment I already paid for, and find out how to get additional sets for my top, because my teeth are definitely not straight from the treatment I paid for. I sent an email then to byte, on February 9th asking where my bottom sets were. And had to go back and forth for the next week with byte until I got an email back saying my satisfaction guarantee is void (yes I don't have every single aligners because it was 100% not clear to keep something disgusting that you've had in your mouth laying around, and for what? You won't need them again if you've moved forward.) I was told this is listed in their terms of service on their website. Never one spoken about with anyone from customer service, not listen on the disposable packaging, not on the box nowhere. I received an email on 2/16 saying since I don't have aligners that properly fit my teeth now(yes I do!), and they are canceling my whole treatment plan and are putting my account on hold (including the last 10 sets paid in full already) until I pay them $900 dollars. Which they slapped me in the face more by saying that's their discounted price! I was shocked, especially since I do have some of my aligners from 9 on including number 15 that I'm on currently. They kept saying because I don't have retainers that fit best, which I do, and are my current ones..so I'm not sure how you can say I dont! I have already demanded the last 10 sets that have been paid for that they want to hold hostage for ransom. And my treatment is clearly not complete on my top teeth either. I believe what they do is people expect their teeth to be straight, so the company will not send all aligners to you so you need more intentionally. And they hope people miss that in their website (which who wouldnt) so they can con people out of an additional $900 to move forward with their treatment. Customer service is absolutely disgusting from byte, a lot of very insincere apologies from *** and the threat of suspending my account for ransom as their only option for me. When I questioned all of this, he couldn't even give me a straight answer as to what the problem is since I still have aligners that properly fit. He would put me on hold not actually looking for resolution or to help, and claimed there is no manager present to speak to customers.You have the whole treatment plan of mine already, but want to say I owe you $900 more to reprint previous aligners I would never think to have needed later since that certainly isn't made clear, and tell me that's your discounted fee besides. The email was scripted by *** already and immediately sent out, which goes to show that you do this to a lot of people. For something so expensive, and how difficult times are right now, you would think you'd at least have decent customer service. I have still not heard from a manager as requested. I literally have to have multiple organs removed in 2 weeks, so I can be at my wedding in October and hopefully be healthy. I did this as something that could actually make me feel better about myself for my wedding after struggling to even live to make it. This has turned into an absolute nightmare. And I definitely missed a lot of red flags thinking back with how pushy they are to take your money before you even do anything else. Even before they are ordered. I'm disgusted and if I don't get the proper help that I deserve, I will be taking this case higher.

For the past 4 months, Byte continues to give false or insufficient information to my insurance provider causing my claim to be repeatedly denied. I have been going through the insurance reimbursement process with Byte for 5 months. After speaking with 3-4 different employees on their reimbursement team (and over 10 other customer service representatives) and dealing with constant miscommunications between their staff and my insurer, there is still no end to this painstaking process in sight. It started after I began going through the process of getting invisible aligners at the beginning of May. They were quick to deliver the actual product (relatively, considering the pandemic) which arrived towards the beginning of June, but still provided no information regarding how my insurance provider could be looped in after assuring me that they took my specific provider. I took the hit on the deposit as well as the first couple payments and waited on my claim information to come. During this time, I called Byte multiple times (as well as emailed my assigned Byte care representative about it) and was assured that the claim information would be sent to me "soon." After a month, I reached out and demanded my claim from the reimbursement team which they finally sent over to me on 7.10.20. I submitted the claim to my insurer the next day. My insurer reached back out to me stating that there was insufficient information on the form and I would need to get the information from Byte, thus beginning my 4 month (and counting) long venture. I requested this information and Byte stated that "because a team of dentists work on this there is no one dentist responsible for the aligners" and they said that they would make contact with my insurer on my behalf. I emailed Byte on 10.17.20 and got a response the next day from a representative who stated that she spoke with my insurer's executive team and that I would need to resubmit my claim with an itemized receipt. After this was unsuccessful, the Byte representative stated we could set up a call between Byte and my insurer. I had a family member fall ill and could not make up the call, but when I tried to set up another call Byte stated that it was not necessary because they "have been in further communication with (My Insurer)'s executive team" and that they would "proceed by sending your claim to (My Insurer)'s claim manager and unite leader (Insert Insurer Team Member). Once I do, such should be reprocessed in the following 24 to 48 hours and reprocessed in the next 10 to 15 business days." Because this language was somewhat confusing, I called but could get nobody to explain what this representative meant. A Byte customer service rep just told me to just wait about 12 business days to reach out to my insurer to make sure the claim was processed. I gave it a little time and reached out to my insurer on October 12th who stated that they did not receive anything from Byte. I immediately tried to get in touch with the reimbursement department by phone. On 10.14.20, I also sent an email. That same day a representative followed up with me by phone, asked for me to make some changes on the documents, and said it would take an additional12-17 business days to process. I completed on the same day (10.14.20) and got it back to her. The Byte representative said she submitted my claim for processing and it would take A week later on 10.21.20, I reached out to confirm if she had received my documents and she hadn't even submitted my claim. She told me I would have to then wait 12-17 days from 10.21.20 instead of 10.14.20 and did not apologize for the delay. I accepted this, and reached back out 11.9.20 after my insurer once again said THEY DIDN'T RECEIVE ANYTHING. I resubmitted the claim AGAIN the next day and she told me to wait 24-48 business hours and reach out to my insurer. After 96 business hours (on 11.16), I reached out to my insurer to hear that not only could my insurer not accept my claim because Byte did not give them an address (an issue they said they resolved), but also the dentist license number that the provided was EXPIRED.