Complaints

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

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  Byte

  1556 20th St Ste A Santa Monica, CA 90404-3466

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  Byte

  3301 N Thanksgiving Way Ste 200 Lehi, UT 84043-7070

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:10/03/2024

  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 paid Byte $2099 for aligners. I keep getting conflicting messages that my account needs to be completed (it has been) and that my impression kit needs to be returned (it has been and the images are uploaded already on their website). I've texted their representative 2x, their company text line x2, emailed them several times asking for clarity, and left 2 phone messages. I've attempted to chat with their online chat bot as well. No one is contacting me. They took my money and are now ghosting me. I want a full refund. I already flagged the charge as fraudulent with my credit card as I am not getting any services or conversations about service that I have paid for.

  Business Response

  Date: 10/04/2024

  Thanks for bringing these concerns to Byte's attention. Byte aims to provide the best service to all of its customers from the beginning to the end. It is unfortunate to hear that the customer's experience has been anything less than satisfactory. At this time, the customer's Byte Advisors have been notified and will contact the customer as soon as possible to ensure assistance.

  If the customer has further questions, it is recommended that they engage in direct communication with Byte for efficient support. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

• Initial Complaint

  Date:10/03/2024

  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 ordered my impression kit 8/21/2024, they received it and made me sign up for a credit line of $3320 with interest its actually $4878.72 8/27/2024. They tried reaching out to my dentist who will not authorize the release of my records because they do not support the treatment, and after reviewing my 3D scan which has half of my back left molar completely cut off, I also do not support the treatment. Ive tried for weeks and weeks to get any kind of support or response to cancel the order out and get a refund because Ive already made my first payment for services I have not received, but the most I can get is, well have someone reach back out to you. Just to get nothing in return.

  Business Response

  Date: 10/04/2024

  Thank you for bringing this to Bytes attention. A member of the clinical support team has contacted the customer and worked with them internally to provide an appropriate resolution for this complaint. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

  Customer Answer

  Date: 10/04/2024

   
  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:10/01/2024

  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.

  On 11/23/2020 I purchased the Byte package for $1695. I followed the process to a T. I even wore my retainers extra to be sure I left them in long enough. I noticed from the beginning there was a slight gap in them and my teeth didnt fit properly. I didn't know that this meant they didn't fit properly so I just wore them a bit longer until they felt right. continued through the process and was coming to the end. my results weren't even close to as what was shown when I purchased the kit. They simulate what your teeth will look like in the end. So I messaged them with the concern. everytime I am asked to send them a picture of my retainers in. I did. They noticed again a gap and told me to start back from the beginning retainers that don't have a gap! I have never had retainers that don't have a gap! they have had a gap since the beginning. So, I go back as far as I could until I found the smallest gap. Work my way through the process again! Still not the results that I paid for! Message them again and again asked for a pic, what number retainers i'm on (At this point my retainers are 4 years old and cant be read any longer and are really worn from the constant starting over!) and told to start over! . Finally I took them all in to my dentist during my routine cleaning and asked for help! SHE could not find one with out a gap! She advised I stop starting over constantly like Byte advised me to do every time. She said the constant back and forth on my teeth is not good on the gums. She advised I contact Byte and ask to start over from the point that I'm at now so I can finally complete the process and get the results I paid for! I'm asking for help here because every time I go to there app for help I get the same run around and have gotten no where! They don't want to help- Just want to keep repeating the same things I have been told for the last 4 years! I want to be done and get my final retainer.

  Business Response

  Date: 10/03/2024

  Thank you for bringing this to Bytes attention. The management team is eager to assist customers whose experience has been layered with many complexities. Byte management is dedicated to finding a viable and intentional solution for your concerns and will not cease until all has been rectified. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22364349
  
  I am rejecting this response because: they are asking me to do the same thing that has been asked of me for the last almost 4 years.  I willl gladly send them pictures like they requested again.  But they asked for the number stage of retainers I am on. Again, as stated in my complaint- they are so worn from years of back and forth trying to get this right that I can not read them any longer to know what stage I am on. All I do know is that the top and bottom are on different stages. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/05/2024

  Thank you for bringing this to Bytes attention. The Byte management team contacted the customer and will be working with them internally to provide an appropriate resolution for this complaint.
  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

   

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22364349
  
  I am rejecting this response because: I emailed the byte management team pictures of my current aligners I have been wearing.  For the last couple times I have sent these same pictures (I ha e documentation of this if needed) to the byte online support because I was not getting the desired results. Everytime they told me there was a gap that should not be there! The same gap is clearly visible in the pics that I just emailed to management and they told me the aligners fit fine. When in previous support tickets sent to byte they requested i start over until I find aligners that DONT have this visible gap.  Like stated before not even my dentist could help me find an aligner that DIDNT have a gap.  I would only feel comfortable getting a new impression taken, starting from this point with proper aligners to get this process done correctly as soon as possible. This has been a constant round and round lengthy process when they promised results in ***** weeks. That was years ago! I have been very patient  and trying to trust this process and supports guidance.  I just want to be finished and get the results that I paid $1700 for as soon as possible.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/17/2024

  Thank you for bringing this to Bytes attention. The Byte management team contacted the customer and will be working with them internally to provide an appropriate resolution for this complaint.

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22364349
  
  I am rejecting this response because: we have not come to a resolution yet. I have completed and submitted the evaluation they requested and waiting to hear back from them on this matter and how to move forward/complei this process. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/25/2024

  Thank you for bringing this to Bytes attention. The Byte management team contacted the customer and will be working with them internally to provide an appropriate resolution for this complaint.

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

• Initial Complaint

  Date:09/30/2024

  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 purchased the Byte at home retainer plan/program. I had a very difficult and frustrating experience with the company getting the at home impressions correctly. They sent me a set of retainers after many months of trying to get the impressions. The retainers immediately caused pain and discomfort and were ill fitting in my mouth. I reached out to the company for many months. They finally contacted me and sent me another set of impressions to take. I sent them off again and waited and waited for a response. They finally emailed me informing me that they were all of the sudden unable to make the bottom retainers appropriately. They said they would re-do my top aligners and I agreed. The price was only discounted by about $200. I wore the top retainers for 10 weeks plus, and followed the guidelines that were provided to me. My teeth have not changed. If anything it has made the overcrowding and crooked parts worse! I have tried to contact their corporation to request refund for the unsatisfactory experience and results of which I had. No one has contacted me. I want my money back. I am now going to have to pay for Invisalign treatment which will cost me about $5000.

  Business Response

  Date: 10/06/2024

  Thanks for reaching out to Byte regarding these concerns; sincere apologies for the frustrations that this customer has experienced. Byte understands that being in treatment for longer than anticipated can be discouraging. It is important to note that due to the teeth' unpredictable nature, timeframes are not guaranteed in orthodontics, and many factors can affect the rate at which an individual's teeth shift. Therefore, to ensure continued progress, refinements or revision of treatment are often necessary in any orthodontic treatment.  

  The good news is that Byte offers guarantees to cover customers for unexpected outcomes. These guarantees are included in the cost of treatment and financially cover customers for life for additional aligner treatment until the projected results are achieved.  With that being said, Byte's customers' health and safety are of the utmost importance. If there is a health-related matter that may complicate a customers treatment, ********************** is more than willing to work with the customer to ensure an appropriate resolution. 

   The Byte support team has been in contact with the customer and would like to continue to work with them internally until a fair resolution is achieved. It is recommended that the customer continues to engage with the ********************** support team to ensure efficient communication and assistance. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22360154
  
  I am rejecting this response because: I was guaranteed that my teeth would be fixed with the aligners. I will now have to pay for invisalign $7000. I want a refund 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/14/2024

  Thank you for bringing this to Bytes attention. The management team is eager to assist customers whose experience has been layered with many complexities. Byte management is dedicated to finding a viable and intentional solution for your concerns and will not cease until all has been rectified. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22360154
  
  I am rejecting this response because: The alignments did not work. I want a refund. Ive spent almost 1.5 years dealing with them and paying for a service that was supposed to be guaranteed to work. It didnt. Im dissatisfied and want a refund 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/24/2024

  Thank you for bringing this to Bytes attention. The management team is eager to assist customers whose experience has been layered with many complexities. Byte management is dedicated to finding a viable and intentional solution for your concerns and will not cease until all has been rectified. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22360154
  
  I am rejecting this response because: I want a refund. Your system has failed. I will need invisalign. My dentist also said your retainers will do more harm then help with my teeth. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/29/2024

  Thank you for bringing this to Bytes attention. A member of the clinical support team has contacted the customer and worked with them internally to provide an appropriate resolution for this complaint. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22360154
  
  I am rejecting this response because: the system did not work. My dentist said its ruining my teeth. Im going to seek legal representation. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/26/2024

  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.

  On 11/24/2020 I purchased Byte aligners for $1695. The treatment was supposed to finish in May of 2021. Here we are in Sept of 2024 (3.5 years later) and my teeth are still not straight. I have gone through 7 boxes of revision aligners. I have followed the protocols. I have not missed one day of wearing the aligners. And now, not only are my teeth not straight, but I have 4 gaping black triangles all along my bottom teeth. This is the worst part of it all. When I smile, you see the gaps. It makes me look like a meth addict. I purchased this product because Byte assured me that they could make my teeth straight. Instead, they created a worse problem with the black triangles (and still didn't make my teeth straight). In the treatment plan mockup that they submitted before I began treatment, it never showed the black triangles. If it had, I never would have moved forward. This is false advertising. ********. Presenting one product to make a sale, but then delivering another. I am filing a complaint against them and requesting a refund of the $1695. The reason being because I will now have to follow up with my dentist to finish straightening my teeth and to fix the black triangle issue. This is going to result in an additional expense that I am only having to spend because Byte failed to deliver.I have reached out to their customer service on multiple times. They are not helpful, don't understand the problem, and they frankly don't care. Which is why I am coming to BBB.

  Business Response

  Date: 10/02/2024

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. Byte has made a good faith effort to satisfy the consumer and considers this matter closed. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

• Initial Complaint

  Date:09/21/2024

  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 signed up wit byte promising me my smile and it didnt go as planned so they suggested a refiment so they sent me a mold for the refinements and i did it and they told me that they will fix and then i received a email that they cant do it im beyond frustrated why would promise a result *** *** drop the bomb that u cant do it anymore

  Business Response

  Date: 09/25/2024

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. Byte has made a good faith effort to satisfy the consumer and considers this matter closed. 

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

  Customer Answer

  Date: 09/25/2024

   
  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,
  
  ****** Ann *******

• Initial Complaint

  Date:09/19/2024

  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.

  Order teeth aligner kit in July. Arrived and my tongue was cut and swollen from poorly fitting aligner within first hour of wearing. I have emailed and called at least 12 times (I have all email records) and have yet to have a resolved issue. Of the 8 times Ive called during business hours, never has the phone been answered. I have left messages multiple times and never has a call been returned. I did receive replacement aligner, but they were identically fitting as the first and again cut my tongue to the point of being unwearable. Most recent email says they will call me, but its been over a week and no call. I am seeking a full refund.

  Business Response

  Date: 09/26/2024

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. Byte has made a good faith effort to satisfy the consumer and considers this matter closed. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 22312141
  
  
  
  I am rejecting this response because if was o my after I made the BBB complaint that I received a phone response.  They did not “make a good faith effort” until I took action and I have yet to receive my actual refund. Until the money is back in my account, this issue is not resolved.

  
  
  
  Sincerely,
  
  
  
  Carly Sigler

  Business Response

  Date: 10/02/2024

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. To ensure more effective assistance is provided to the customer, Byte requests that the customer engage in direct internal communication. Byte has been actively attempting to assist the customer with their concerns and remains committed to providing a satisfactory resolution

• Initial Complaint

  Date:09/19/2024

  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 purchased the Byte aligners three years ago. I was told it would be a four month process wearing them at night. The first set of aligners that came had only half of a bottom aligner, when I asked why there was only half they said thats the way your teeth are I did the whole Time allotted for those aligners and when I complained again that there was zero movement they sent me another set. Ive been in that set for 2 1/2 years with no movement in the tooth I wanted to move however it moved 2 other teeth and made them stick out. over this whole time period I have called, text, emailed with very little help. Ill get a different person every time and they just keep telling me to go back to previous aligners for two more weeks and go back again and again to previous aligners which I followed every single direction they gave me perfectly. Also the hyper Byte stopped working halfway through and they wanted me to pay for a new one. I eventually got it to work again . After almost 3 years and no improvement of that one tooth that I wanted fixed, they told me they couldnt help me because I wasnt keeping up on the app which I didnt know was even part of the process which is probably my fault but all the times I talk to someone at customer service no one has ever told me to Check in on the app. After three years they told me theres nothing they can do and I had to buy a whole new set! terrible customer service they would all say different things! Some said wear them 10 hours a night some said 10 hours is too much wear it 7 hours a night some Said eight hours a night. They were never consistent on what they would say and so now after three years and over $2000 spent , that one tooth has not moved and now I have considerable pain that I never had before. Terrible company terrible customer service.

  Business Response

  Date: 09/23/2024

  Thanks for bringing this to Byte's attention. Byte is pleased to provide customers with guarantees to ensure their satisfaction. As long as customers follow **********************'s guarantee guidelines, they will be covered for additional aligners until they achieve their projected results. However, if these guidelines are not met, these guarantees may be voided, and additional out-of-pocket fees may be required to re-enter treatment. For more information about our guarantees, please read here: ***************************************************************************;
  

  In addition to guarantees, Byte offers a protection plan to ensure that customers can get back on track free of charge, even if their guarantee has been voided. The protection plan covers the cost of additional treatment and replacements at no extra charge. 

  With that being said, Byte takes customer feedback very seriously. ********************** aims to provide the best service to all of its customers from the beginning to the end. It is unfortunate to hear that the customer's experience has been anything less than satisfactory. The Byte management team will contact the customer to ensure a proper resolution to this complaint.

  To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal. 

• Initial Complaint

  Date:09/19/2024

  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 had reached out to Byte to let them know I was finished with my treatment and needed touch up aligners as my teeth werent quite as straight as I had hoped. I had great results and was very happy. However, I never heard back and by that time, I had lost my final aligner. When I reached out and let them know that I needed my retainer I had lost my final aligner I was told I would have to re enter treatment for $750-$800. Ive already spent $2000 trying to fix my teeth, now after asking for a month for my final retainer, they decide I have to pay an obscene amount of money. I should have just gone to an actual orthodontist from the start.

  Business Response

  Date: 09/25/2024

  Thanks so much for bringing these concerns to Byte's attention. When customers contact ********************** through the initial support form, the Byte support team responds to customer inquiries within their standard response timeframe. In this case, the Byte support team has contacted this customer to ensure they receive the necessary assistance. If the customer has further questions, it is recommended that the customer reach out to ********************** directly; Byte is unable to efficiently assist via the BBB platform. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.

• Initial Complaint

  Date:09/19/2024

  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.

  Sent aligners that do not fit on the top and will not fix or correct them. Wanted me to pay an additional fee to correct their mistake. Ive contacted them more than a dozen times for help correcting their mistake. Their response was to charge me an additional 900 dollars

  Business Response

  Date: 09/24/2024

  Thank you for bringing this to Bytes attention. A member of the clinical support team has contacted the customer and worked with them internally to provide an appropriate resolution for this complaint. To protect customers' healthcare information and comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.