Complaints

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: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.

  This company took my money without providing the services *** paid for, they requested that I send them multiple impression and then when my impressions were approved they told me that the technician rejected it after I told them I was calling my bank I waited for my night guard and teeth ******* grays upper and lowers for 2 months. I have saved every email from them this was a complete scam!

  Business Response

  Date: 04/17/2025

  We are very sorry to hear that this customer had a frustrating experience, and we sincerely apologize for the inconvenience caused.

  After reviewing the order, we understand the customer's concerns and recognize that there were miscommunications during the impression and fulfillment process. That is not the level of service we strive to provide.

  Our Director of Customer Success personally reached out to the customer by phone on April 17, 2025 to address the issue directly. They assured them that we are prioritizing the completion of their order. We are also sending a new lower impression kit to ensure the final product fits perfectly.

  We truly value this customer's business and are committed to making things right. We appreciate their patience and will do everything we can to ensure a smooth and satisfactory resolution.

  Thank you,

  Team ClearClub

  Customer Answer

  Date: 04/17/2025

   
  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.
  Hello My name is ******* ******
  And my compliant number is 23214257
  I would like to cancel my complaint the merchant ClearClub is now sending my product  thank you.
  ******* ******
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/13/2024

  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.

  Clearclub is dishonest, and shady. They never fulfilled my order from August (it is now December) and after numerous attempts at a refund they refuse to refund me and continuously dismiss me. This was also after I was charged a subscription renewal on an order I never even received and they tried to fight me on that as well and told me it was MY fault for not adjusting my subscription sooner, not theirs for taking 4 months to fill the initial order when the autoship was set for every 3 months. Its a mess over there. Do not use clearclub for your guards. The process takes MONTHS, there is NO guarantee you will receive the product you paid for, and after a while they will simply ghost you and keep your money. Use one of the other reputable sites for your guard. Clear club definitely pays for the reviews on their website because my experience was horrific, and now its clear that so many others experienced the same but if I can steer anyone clear to save them from going through this I hope to do so.

  Business Response

  Date: 12/17/2024

  We sincerely apologize for any frustration this customer experienced and appreciate the opportunity to clarify the situation.

  
  First and foremost, ClearClub does not pay for reviews. The positive feedback on our website comes from genuine customers who take the time to share their experiences. We value transparency and are committed to delivering quality products and service.

  
  Regarding their August order, we attempted to process a refund; however, because they filed a dispute with their payment provider, the funds are now frozen, which prevents us from issuing the refund directly. We encourage them to follow up with their payment provider to resolve the dispute so we can proceed as needed on our end.

  
  As for the subscription renewal, we understand their concern. Please note that subscriptions are set to automatically renew unless canceled prior to the renewal date, as outlined during checkout. Since the subscription was not canceled before the renewal, the charge occurred as scheduled. However, we have now refunded the renewal order and canceled their subscription to prevent further charges.
  We genuinely regret the delays and any inconvenience caused during this process but getting a proper impression is the most important part, and unfortunately it took a bit of time to get a usable one from the customer.

  If theres anything further we can assist with, please let us knowwe are here to help resolve this matter as smoothly as possible.
  Thank you
  ClearClub Customer Support

• Initial Complaint

  Date:11/18/2024

  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.

  This company charged me twice for a mouth guard I never received:April 11, 2022 Order #****** $94.80 USD October 11, 2022 Order #****** $65.00 USD I keep trying to cancel this product/subscription and I never received anything and they keep trying to bill me and won't stop. I just logged into my account on their website today, 11/17/2024, and they still show I have an active account.I want my money back for never receiving the product I paid for. This business is a criminal organization and should be stopped.Thank you,***** ******

  Business Response

  Date: 11/19/2024

  We are very sorry this customer has had any problems canceling their account.

  Unfortunately once a renewal order is charged we cannot cancel or refund it (order cancellation deadline is 2 days prior to charge date by 11:59pm PST) and we do not see a request to cancel from this customer's email, however their subscription is now canceled and they will no longer be charged. 

  We will be happy to fulfill their order once they send in a usable impression. Should they require another impression kit we are more than happy to ship out.

  Thank you,

  Team ClearClub

   

• Initial Complaint

  Date:11/05/2024

  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.

  Starting in April 2023, I began requesting the cancellation of my subscription with the company. Each time, I was informed that the subscription was canceled. Yet, in October 2023, I was charged $65 again and received the subscription item I had repeatedly asked to discontinue. I contacted the company again to request cancellation, and once again, I was assured it had been ********** April 2024, despite all previous confirmations, I was charged yet again and received the unwanted item. This back-and-forth continued into June, July, and August. Finally, in August, I was informed that the subscription was indeed canceled, and I would receive a refund for three previous charges if I returned the products. I returned three products at my expense for shipping and received a $195 refund.Around October 31, 2024, I was charged yet another $65 and was again told to return the unopened product at my own expense. When I reviewed the online portal, my subscription still showed as canceled, which makes this situation all the more frustrating. After more than a year of communication and attempted resolutions, I find myself in the same position.This process has taken up an unreasonable amount of my time. I am requesting an immediate refund of the $65 charge, along with a prepaid shipping label to return the product. Furthermore, I would like all of my information and account details permanently removed from the companies system, as its clear my personal information has been mishandled throughout this process.

  Business Response

  Date: 11/14/2024

  We apologize for the oversight in not canceling the subscription. While we made multiple attempts to contact the customer, we did not receive a response, which led to the subscription not being canceled as initially requested.
  Once they reached out again, we promptly issued refunds for several orders to take responsibility. We also attempted to refund the latest order; however, due to the charge dispute, the funds are currently frozen, preventing us from processing that refund.

  We do appreciate your business and hope we can continue to serve them in the future.

   

  Team ClearClub

• Initial Complaint

  Date:07/17/2024

  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 sent my impression to the address provided on the label and it came back undeliverable. So I paid for a label and sent it to the address on their website and it also came back undeliverable. In the meantime I have been trying to contact the company through email and have received no response. I would like ClearClub to provide me with a mailing label, create my impression and send the impression back to me as this is what I paid for. Thank you.

  Business Response

  Date: 07/17/2024

  We apologize for any inconvenience and will do our best to get this situation handled quickly.

  This customer originally placed their order in 2020 and we have since moved to a larger facility since then. They emailed us and we have responded multiple times but possibly our emails are going to their spam as we never received a response from the customer. We are more than happy to do whatever we can to assist and ensure they get a great fitting guard. We do not see a new order placed for them but perhaps it is under a different name or email. We only see their original order, which was from Amazon that was fulfilled back in 2020.

  Our new address is: **********************, Suite A, *********, ** 90301

   If they can email us a photo of the mailing label they have so we can check the order that would be helpful, and well as confirming the name, address and phone number on the account. 

  Thank you!

  Team ClearClub

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22002621
  
  I am not yet accepting the response because I have not placed a new order.  Although the order was fulfilled in 2020 I sent it back and you gave me another impression, which obviously took me a long time to send back.  I tried to upload a picture of the label but it won't accept.  The tracking # is 9202 0901 8263 2224 8906 81.  Will you still honor the original order?  Shall I send it to your new facility?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/29/2024

  Yes if you would like to send to the new facility address that is finek, however we do not see a new order for your upper guard. It shows that your original lower guard order was indeed fulfilled. We want to try to find a solution for you, but you would need to pay for an upper guard (we are happy to provide a discount code for you that we can email you directly).

  In the meantime, please go ahead and send the impression to us at:

  ClearClub

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

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22002621
  
  I am rejecting this response because:  Because the original guard was uncomfortable your company agreed to resend an impression kit and create a new guard covered under the original cost.  I returned the original guard and you sent out a new impression kit to me.  I am trying to send it back to you so your company can create a replacement as you had already proclaimed and agreed to do.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/30/2024

  As a goodwill gesture, despite this order being from 4 years ago, we have created an order for an upper 3mm, however we need the customer to send us an email with the order number shown on the impression package they have so we can create a return label.

• Initial Complaint

  Date:06/18/2024

  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 originally ordered a night guard in early May, 2024. I was told that the impression wasnt good enough to be made and they sent me a new kit, which was actually the wrong size and I had to email them to get the large size sent. That was sent from them to me May 21, 2024. I sent it back May 28, 2024. I sent them an email June 8, 2024 inquiring as to if this impression was good and was informed that it hadnt gotten to them yet. I looked and it was bouncing between *******, ** to/from **, **. On June 17, 2024 they said that they could resend me another impression kit but I replied that I would like to cancel this and simply receive a refund. I got this response: We checked your eligibility for a refund but unfortunately you are past the 30 days period already. Here is a link to our terms and conditions found on our website if you want to browse through the cancellation section *******************************************************. Please let us know if you have any questions.

  Business Response

  Date: 06/25/2024

  We sincerely apologize for the inconvenience this customer experienced due to their package being lost in the **** system. Although we are not responsible for packages once they leave our facilities, we strive to ensure all our customers receive a great fitting guard from ClearClub. We understand the customers frustration and have provided a refund to address the issue.

  We value their business and regret that this situation did not meet their expectations.

  Team ClearClub

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service 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.

  Clear club never sent me the product I paid for, automatically signed me up for a subscription and will not give me a refund or cancel the subscription. In fact they will not let me loggin and claim the only way to cancel is by logging in. I need help resolving this.

  Business Response

  Date: 06/07/2024

  ClearClub made numerous attempts to assist this customer (our Customer Success Director even called them personally), however they chose not to accept the options we provided. They have yet to respond to the last email sent on June 5, 2024.

  This customer's subscription was canceled as requested on June 5, 2024 so they will no longer be charged moving forward. 

  We truly appreciate their business and are very sorry it did not work out.

  Thank you,

  Team ClearClub

  Customer Answer

  Date: 06/07/2024

   
  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:03/25/2024

  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.

  They sent me a product I didn't want (they automatically sign you up for a subscription which I didn't know) AND they sent it to the wrong address, despite my having corrected my address previously with them.

  Business Response

  Date: 04/04/2024

  We apologize for the error and have refunded this customer in full.

  Thank you!

  Team ClearClub

   

• Initial Complaint

  Date:03/15/2024

  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.

  I had contacted the company to update my address since I recently moved. I had tried twice to update the address with no response from the company because an order was going to get fulfilled per my subscription. I decided to cancel my subscription, Which required someone to reach out to ask why I was canceling my subscription. I told them the issues that I was having trying to update the address and would appreciate some help with it. They said they updated my address however my order had already been delivered and they cant provide a replacement. Per my emails and the timeline of the emails, they never updated it prior to my order being sent out. There was a week where it could have been updated. So I asked for my subscription to be cancelled angain and they have stopped responding to my emails.

  Business Response

  Date: 03/15/2024

  We deeply regret the inconvenience experienced by this customer. A new order has been promptly generated for delivery to the accurate address, and their subscription has been duly canceled.

  Please understand that this oversight was due to an internal error, which we are diligently addressing. Additionally, steps are being taken to rectify the system issue and provide retraining for the **************** representative who did not provide a satisfactory resolution.

  We value their patronage and are committed to enhancing our services through these corrective measures.

  Team ClearClub

• Initial Complaint

  Date:02/22/2024

  Type:Order 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 ordered a custom mouthguard that was to be created from an impression. I attempted 2 impressions and sent them back to clear club, and they told me both were not able to be used. They stated that to receive a 3rd impression kit, I would need to pay another $30 fee on top of the $94.80 I was initially charged for the impression kit and the Mouthguard. I contacted them 4 times and their only response is that they can send me a new impression kit for the aforementioned cost and are unable to refund me any amount as Im past the 30 day refund period. I alerted them that sending back the impressions took weeks each time and they were unable to make this concession. Additionally, the link they sent for the terms of service but the link takes me to not found.

  Business Response

  Date: 02/22/2024

  We explained to this customer that they are outside of the refund window. We offered multiple options to assist including sending a smaller tray, however they declined. We did apologize for sending an old Terms of Service link, so resent it for the customer to review.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21329971
  
  I am rejecting this response because:

  I had a smaller tray and it was rejected. I attempted a larger tray and it was also rejected. They say they wont refund my money because I am out of the 30 day refund window, but they rejected both impression attempts, and were unable to fulfill my order within 30 days. Also, the second tray was received less than 30 days ago. I never received the product I paid for. 
  
  Sincerely,
  
  Summer ******

  Business Response

  Date: 05/31/2024

  This customer's issue was handled by the bank so we consider this case closed.

   

  Customer Answer

  Date: 05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. I do, however, wish to warn other consumers that attempts to obtain refunds when the originating company refuses to honor such refunds, were a long and challenging process that they only agreed to when forced to by my bank. 
  
  Sincerely,
  
  Summer ******