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

• 

  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:07/03/2024

  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 initially did my impressions and was told I was a great candidate after my impressions and xrays were sent in. The treatment plan looked good except I had an inquiry about one tooth being a little crooked for them to come back and say I needed to re-do my impressions, at this point I had already paid the $2,900. I sent them back in and they redid my treatment plan. I received the treatment plan back with not only the one tooth I was hoping to have fixed misaligned but an entirely different tooth that started perfectly aligned out of alignment. I brought this to the attention of the customer service email (which is an entirely different problem) in which they said that the second treatment plan was the best they could do. This made no sense as the first plan was better than the second and they're saying that they couldn't fix the one tooth that they made misaligned. I had not heard from them for over a week and sent in emails airing my frustration and they got back and said that I am now not a candidate and they won't treat me after I already paid. They only got back to me after I said that I was going to the bbb on this matter. They originally had a person or bot texting me answers to my questions up until I paid and then getting in touch with them was nearly impossible. The support phone number is fake and I scheduled an "advisor" meeting on their website for no one to show and them saying that they never saw it when until I sent in proof of the booking.

  Business Response

  Date: 07/09/2024

  At Byte, customer health and safety are of paramount importance. The primary objective is to ensure customers receive safe and effective treatment tailored to their needs and dental conditions. If Byte determines a customer is not a suitable candidate for treatment, a refund will be issued. Ultimately, Byte's goal is not to take from their customers but to provide them with the best possible service and care. A member of Byte's clinical team has contacted the customer to provide a 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:07/03/2024

  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.

  I ordered aligners for my teeth. I asked a question after looking at my teeth progression treatment and ***** told me she would get back to me. I have been texting and calling her with no success. There is only a virtual assistant and I have no success from that either. I need my question answered.

  Business Response

  Date: 07/08/2024

  Thanks so much 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 ********************** 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. Due to the recent holiday, customers may experience a delay in some responses, but we will continue to work diligently to provide prompt support to all customers. 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:07/03/2024

  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 at Night plan for $2399.00 on 2/5/23. My son followed the protocol religiously. However, his dentist noticed that the aligners caused him to lose his bite on both sides of his mouth. In other words, his teeth on the sides of his mouth no longer touched. The dentist explained that the Byte program would never have been appropriate for my son, as he needed his jaw to be aligned, which would have required more than just aligners, ie, he needs rubber bands to train his jaw to move in a way that results in correct alignment. As a result, we scheduled with an orthodontist who told us the same information as the dentist, that the Byte program would never have been appropriate due to my son's specific orthodontic needs, and the Byte company knew or should have known this upon receiving the initial information they had gathered, ie, detailed photos of my son's mouth and the results from the impressions kit.

  Business Response

  Date: 07/09/2024

  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. 

• Initial Complaint

  Date:07/02/2024

  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.

  In February 2024 I contacted Byte Aligners to be evaluated as a potential customer. In March of ******************************************************************************************************************************** submit information to Allegro Credit in order to finance the aligners should I qualify. Allegro issued payment of $2099 directly to Byte, I never directly received these funds.Once it was determined I would not be a good candidate for the aligned, Byte was to issue a refund to Allegro. This hasnt happened and I have made several attempts to contact Byte via email, chat, and calling customer service. No one ever replies and the customer service number is never answered. I am now fighting with Allegro Credit as I do not feel I should have to pay for something I never received and still I have no luck getting any response from Byte.

  Business Response

  Date: 07/08/2024

  Thanks so much 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 Byte support team has contacted the customer with a resolution. It is recommended that the customer engages with ********************** directly for efficient 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: 07/08/2024

   
  Complaint: 21934737
  
  I am rejecting this response because: The response I received from Customer Support indicates that two Allegro accounts were opened on my behalf. I did not open two accounts and request further investigation into why this happened. 
  I also have not been offered any proof that refunds have been submitted to Allegro. 
  This documentation is important in my endeavour to correct this misunderstanding with Allegro and all credit reporting agencies that have received negative information regarding this account.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/15/2024

  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, ********************** requests that the customer engage in direct internal communication. Byte has been actively assisting the customer for a satisfactory resolution. As Byte cannot efficiently assist via the BBB portal, the customer is strongly encouraged to reach out to Byte directly if further questions remains. The Byte team can be reached by email at ************************************ or Monday-Friday, 7:00 am - 5:00 pm PST via phone at ************.

• Initial Complaint

  Date:07/02/2024

  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.

  Byte hyperbyte faulty. Will not sync or hold it's charge. I send email as advised no response..called customer service..explained *** followed directions..was told to redo sync whilst on phone..explained again harge nit holding. Told to read email which was verbatim of instructions in welcome info. Then Told to make a video..though again explained charge is not holding. Advised t00usd to purchase a new one..even though it is faulty

  Business Response

  Date: 07/08/2024

  Thanks for reaching out about these concerns. Byte sincerely apologizes for the inconvenience the customer is facing. Sometimes, the *************************** device may not function as expected if it isn't fully charged. It is advised to double-check that the HyperByte device is fully charged, ideally by setting a timer for 4-6 hours to ensure a complete charge. If the HyperByte device still does not work correctly despite being fully charged, the Byte team is ready to assist customers in attempting a device reset. If troubleshooting steps prove unsuccessful, Byte is committed to supporting the customer in facilitating an exchange free of any additional costs. 
  
  With that being said, however, if an exchange is not possible due to the HyperByte being missing or lost, then purchasing a new device may be necessary. Byte's aims resolve any issues efficiently. 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: 07/08/2024

   
  Complaint: 21931644
  
  I am rejecting this response because:
  

  I went thru charging..****** would not hold the charge.....customer service rep told me ********* to get anew one
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/10/2024

  Byte values the customer's feedback and appreciates their use of the BBB platform as a means to communicate their concerns. It is important to note that payment is not needed if an exchange can be done. The cost of $399 only applies to a replacement in case of a missing HyperByte.

  To ensure more effective assistance is provided to the customer, ********************** requests that the customer engage in direct internal communication with the Byte support team. Byte support has been actively attempting to assist the customer with their concerns and remains committed to providing a satisfactory resolution. As Byte cannot efficiently assist via the BBB portal, the customer is strongly encouraged to reach out to Byte directly to find a solution. The Byte team can be reached by email at ************************************ or Monday-Friday, 7:00 am - 5:00 pm PST via phone at ************.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21931644
  
  I am rejecting this response because: I attempted to explain the hyper byte does not hold charge.  I have been sent an email asking to provide a video..but there is no charge in the hyperbyte.

  Apparently the hyperbyte is not retired for yreatment..as I am now travelling in ****** I cannot receive or send item back.

   

  very poor customer service 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2024

  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, the ********************** management team requests that the customer engages in direct communication with Byte. Byte has been actively attempting to assist the customers with their concerns and remains committed to providing a satisfactory resolution. It is strongly encouraged for the customer to reach out to ********************** directly to achieve a solution whenever their travels conclude. 

  Customer Answer

  Date: 07/26/2024

  I have responded to any communication by Byte within hours.

   

  I keep receiving generic emails that do not appear to be read by byte.

   

  I now have to have a neighbour retrieve or return the item sent by byte even though I had stated I was out of the country. Byte ate threatening to charge me if I don't return item in 10 days.

   

  still awful customer service 
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2024

  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.

  Byte claims to be an ***/HSA eligible site, but instead of using an *** card directly, I was supposed to pay with a credit card and submit a receipt to the *** company to get reimbursed. I did not receive a receipt - only an order confirmation. So I reached out to Byte customer service and asked for a receipt for my order. They asked what my account information is and the email that goes with the account, because the email that they were responding to apparently wasn't associated with an account. I replied and stated that I didn't need to make an account when I placed the order, so I didn't, but I was still able to make the purchase. I did, however, need to put in an email address, which is how I received confirmation info and its the same address they were replying to. I also stated that if I made a purchase, there should still be a receipt for it, whether or not I have an account. They replied with supplying a tracking number which is not what I asked for. All I want from them is my receipt and they aren't understanding. If they can't provide one then I want a refund for falsely being lead by them to think I could get reimbursed by *** even if I didn't create an account.

  Business Response

  Date: 07/09/2024

  Thank you for bringing this to Bytes attention. Byte's insurance team contacted the customer and assisted 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:06/29/2024

  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 purchased a Byte Impression Kit and was very disappointed to find that I was not a candidate for the program after returning the impressions. I quickly emailed the person assigned requesting further information as to why I was denied and a refund (which was guaranteed and assured of through said person and the website within a rather short time frame). Contact stopped with Byte and I proceeded to email and call the company. After a month of attempted communication and no results I filed a report for my lost money with the ************************* I received an email from "Management" on June 27th. I am assuming because my report was received, but my refund is not deposited YET. What would have been nice was my money back and not an attempted cover up to a lack of professionalism, good communication and HONESTY & INTEGRITY from these "guarantees" within the company. I believe this is a scam and would recommend anyone needing dental work done to just go to the dentist. I still have no received a refund or an explanation.

  Business Response

  Date: 07/02/2024

  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: 07/02/2024

   
  Complaint: 21920799
  
  I am rejecting this response because: There have been no attempts to follow through with a refund or an explanation aside from generic unhelpful information and I am still being provided irrelevant contradictory information in a run around from Byte in regards to their "guarantees". Just send me my money back already. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/08/2024

  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: 07/11/2024

   
  Complaint: 21920799
  
  I am rejecting this response because:
  

  I have not recieved a refund and do not appreciate the run around behind the guarantees advertised and in black and white emails recieved from employees of Byte and the lack of effort to resolve the issue on behalf of the company. 

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/29/2024

  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 ordered the starter kit from byte & after hearing the price for the aligner being higher with a retainer (even though it states in included) I requested a ********************* of *****. The company would not respond nor answer any calls. I want a refund of $***** because of the unprofessional customer service & incorrect information provided.

  Business Response

  Date: 07/03/2024

  Thanks so much 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 ********************** 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. 

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21920531
  
  I am rejecting this response because:
  Each time I call their customer service they do not answer the phone. I have not received any response. Have them call ************ or send an email. 
  Sincerely,
  
  *********************

  Business Response

  Date: 07/11/2024

  Byte aims to provide the best service to all of its customers. In cases where a customer does not wish to move forward after ordering their impression kit, Byte can make an exception to refund impression kits. For this complaint, the Byte impression kit specialists team has made a good-faith effort to satisfy the consumer and considers this matter closed. If the customer has further questions or needs additional assistance, it is recommended that they contact Byte directly.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21920531
  
  I am rejecting this response because: I still have not received a response from byte. 
  Until I receive a phone call or email to process the refund, the case is not closed. 
  Sincerely,
  
  *********************

  Business Response

  Date: 07/25/2024

  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.

• Initial Complaint

  Date:06/27/2024

  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.

  On 25 Jan 2024, I availed of the Invisalign treatment provided by this company holding on the promise that the treatment would last and be done by May 2024. Sometime in April, during one of the updates via their app, I let them know that the lower tray does not fit correctly from the start. I thought that the lower trays were molded that way to correct my lower teeth and would eventually fit perfectly, but this is not what it turned out to be. Sometime in April, I reached out to the support team via the app and sent updates. The app then updated to state:"Things don't always go according to plan, but we got this. Please stay in your most comfortable aligners and check back here for more updates." I have consistently checked the app, but no updates up until today 6/27/2024. However, I followed the instructions from an email received on April 15. In the same email, it was indicated that somebody would reach out in 3-5 days. I never heard from anybody Today, 6/27/2024, I reached out because I can no longer deal with this kind of treatment they have. This is a waste of time and money without a getting a result. I want my money back so I can use it to get the treatment from an onsite dental clinic. Please help. Thank you!

  Business Response

  Date: 07/05/2024

  Thank you 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 a specified timeframe. In some instances, additional information may be required to provide appropriate assistance. It is essential that customers provide all necessary details to ensure that Byte can assist them in the best possible way. A lack of response from customers can hinder **********************'s ability to assist them further. Customers are strongly encouraged to follow up to ensure efficient communication and assistance. 

  
  At this time, the Byte management has been in touch with the customer to ensure an appropriate resolution for this specific 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:06/26/2024

  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 a Byte for Life guarantee plan in June of 2020. I was so excited and for the most part pleased that this company offered such a service which would allow for persons such as myself to be able to fix issues we have with our teeth in such a convenient way. I do understand that anything done online ( especially dentistry) is a bit arduous, yet I don't feel like the valued customer that they profess to have. While customer service has always been polite, they have found ways to give patrons the runaround. They claim they extended to me a one time situation that they say they give to customers who made a mistake, however, I made no mistake and yet I feel they extended it to me to cover their own mistakes. Now, when I desire to complete my alignment journey, due to continuous misalignments with my teeth that I was extremely patient and understanding of, now it seems as if they are trying to rush me to get retainers ( and only one for the upper teeth) when the previous aligners they sent me did not close my bottom teeth properly all the way. Prior to this set, they told me that my teeth settled wrong, and had me keep my aligners off for close to two months, creating more spaces. They assured me that the latest set they created would in fact make up for the spaces created and would bring my teeth together and align my teeth for proper chewing. ( The last set prevented me from properly biting down and I would constantly bite the sides of my jaws, which was extremely painful). Now, they have said I voided my agreement to get a new bottom set of aligners and fix this ongoing issue that I have already paid for. I don't understand what I was supposed to do if I didn't have additional liners to wear once done with the treatment. It feels as if they are now voiding contractual agreements that are maybe longer than two years so they don't have to provide the byte for life service they advertise. All I want as of now are a new set of aligners without paying for new ones.

  Business Response

  Date: 07/01/2024

  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.