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:12/19/2023

  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.

  From July 2023 until the present, I paid Byte ******* to fix my teeth. I told the customer service people I only wanted the upper aligner. My email was never responded to but instead, they continued with the process of sending not warning me of the Guarentee issue for not wearing the bottoms. To be truthful I wore upper and lower aligners together anyway against my better judgment and it made my bite worse. I wore the first 2 levels together for at least 2 weeks and my bottom teeth started to push against the back of my upper teeth. I could not close my mouth. It was hard to eat and chew for hours because of the space I had space between my upper and lower molars up to the front teeth. Once I stopped wearing the bottom my bite went back to normal meaning straight up and down instead of pushed out and my molars were able to connect back again so I could eat only wearing the upper aligner only. This is why DID NOT WANT TO FIX BOTH and I told Byte this. Wearing both aligners caused more problems and the support team did not listen to me. This is why I only wanted to purchase upper aligners. I told them by email (multiple times), text, and phone. Also, the team did not read the statements I sent to them by email instead they started a new conversation every time I sent in a question or went back and read previous conversations and get caught up with what I was asking for and saying. I was never given the option to buy the upper-only alignment. I was told they would be shipped regardless. My teeth are still crooked from the upper alignment and has nothing to do with my bottom teeth or the face that I did not wear the bottom aligner. I paid **** to have my upper teeth fixed and they are still crooked. I sent in multiple photos/communication and everything stating I would need a few more. I even reached the last step on the upper aligners. Even if I wanted to wear the lower I could not until my upper teeth were pushed out first allowing me to go back to the lower aligner.

  Business Response

  Date: 12/26/2023

  Thank you for bringing this to Byte's attention. A member of your clinical support team has reached out to the customer and has worked with the customer internally to provide 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.

  Customer Answer

  Date: 12/27/2023

   
  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:12/17/2023

  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 began using the byte aligners in December of 2022. I prepaid in full and was signed up for 22 aligners, broken up into 2 shipments, and then retainers when treatment was completed. Everything was going fine until I needed to get the second set, aligners *****. I was told they had shipped and waited the 4-6 weeks for them to arrive. In the beginning of the 7th week, I was told they had not been made yet or shipped. This delayed my progress significantly and 6 weeks later, my aligners arrived. Upon completion of my 22 weeks of aligners, I reached out to the company to order my retainers. This is where things went downhill quick. I was given tracking info for my retainers and told they would take 4-6 weeks to ship. I eas tracking shipment status on the app when one day, the info was no longer showing up. I reached out to the company and was asked for more pictures, being told what I was sending in was too blurry, also told due to air gaps I needed to backtrack to previous aligners. That my retainers were never made or shipped. I did this back to set 19 and then after wearing them each again for a week, I tried to order retainers and was again sent the exact same email about backtracking and blurry photos I had sent in. This has been going on for 3 months of me backtracking and doing exactly what ** told and sending pictures and asking questions and trying to get my retainers shipped to me and they will not send them. Im not asking for a refund, I am requesting the retainers I have already paid for and do not want to ruin the progress Ive made over the last year by not having them. I am still wearing my final set of aligners while I wait for retainers.

  Business Response

  Date: 12/21/2023

  Thank you for bringing this to Byte's attention. Typically, aligners can take 4-6 weeks after the customer has purchased or submitted an order to arrive to the customer. If there are ever any delays, this is typically brought up to the customer directly, or an update will be provided via email to ensure information is clear. Our team is ready and available to assist with any order concerns as it is our priority to ensure our customers receive their aligners or retainers. Before an order is placed for aligners or retainers, our team may ask for photos to ensure everything is fitting well before aligners or retainers are sent. This is to ensure everything is on track as Byte does not want to send ill-fitting retainers or aligners. Please refer to the latest correspondence with our support team as we are eager to assist with this matter.

  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:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using byte aligners late 2022 under the lie they told me that if anything went wrong I will be offered a refund. Months into the treatment I started to notice my teeth I actually moving an opposite direction of becoming straight. I was not alerted until near the end of my treatment that in fact it has sent me misaligned aligners and I had to go back a step or have my teeth realigned. Now that I reach out not wanting to continue the treatment as it was not working for me, I'm being told I cannot get a refund. Be aware this company lies and dupes you in for your business, go see a real orthodontist for your treatment.

  Business Response

  Date: 12/26/2023

  Thank you for bringing this to Bytes attention. The Byte management team has reached out to the customer and will be working with them internally to provide 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.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21019577
  
  I am rejecting this response because they have not reached out to me nor offered a refund as I was told in the beginning.
  

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

  Business Response

  Date: 01/04/2024

  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.

• Initial Complaint

  Date:12/16/2023

  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 3/20/23 I engaged with byte.com for at night aligners. The original estimate was a 3 month treatment program. Shortly after I began the program I reported fit issues. After some back and forth and backtracking they sent me refinements. Then after using the new aligners I noticed zero progress even after diligently following instructions and check ins of which they would agree I followed. Their solution was to stall again. After some emails about wanting a refund because I believe they are selling a fraud, they're offering refinements again instead of a refund. This would put me at an extended treatment time frame than originally engaged with and it seems like they are only offering a refinement after being threatened with a refund, not because it's in the patient's best interest of a treatment plan. Their app is also often incorrect. It won't accurately log the treatment plan or the hyperbyte logging. It appears that the check in photos are not being reviewed otherwise the issues would have been caught earlier. With all of this, the company is a fraud, not delivering on their promises and customers should be shut down to prevent other customers from being cheated out of their money.

  Business Response

  Date: 12/26/2023

  Thank you for bringing this to Bytes attention. A member of the clinical support team has reached out to the customer and has worked with the customer internally to provide 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.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21015632
  
  I am rejecting this response because business did not attempt to settle my complaint. After numerous complaints their initial resolution was to have me backtrack on my existing aligners. When I escalated my complaint they changed their course of action to reprint me another set of aligners. This suggests that their initial solutions are not the right ones and will only take further action if you escalate. This is not how a dental company should operate. Along with the above it's quite apparent they also do not review the customer check ins to catch issues early enough and lack the customer care they advertise. Further more their app and website are out of date on your account and provide contradictory information. Sometimes it will say that I'm ready for retainers (the final step in the process) and sometimes it will say continued treatment. 

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

  Business Response

  Date: 01/03/2024

  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. The management has been actively assisting the customers' 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. To protect customer's healthcare information and to comply with HIPAA rules, Byte will not provide account-specific information in responses on the BBB portal.  

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/14/23 No money was spent was told to use a code It was post to be a teeth whitening kit They advertise it would be **** and that was only if you use the code I used it and they made it seem as if I was getting it through the mail telling me how to track it and see where its going to arrive and today on 12/16/23 it was canceled that false advertising because its not free even if you use the code make me think Im getting something and Im not how many others you did like that

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. We recently discovered that a promo code from our Black Friday holiday sale was leaked. While we appreciate the interest in our brand and our products, we will be temporarily pausing all orders. At Byte, it is our first priority to assist our customers. If you have an account with **********************, please contact the Byte support team, who is ready and available to assist our customers at any time.

  For those who have purchased aligners throughout the Black Friday window (11/9/23-11/30/23) we will be fulfilling the order as advertised.
  For those of you who have purchased impression kits throughout the Black Friday window (11/9/23 - 11/30/23) using code NOW23 and go on to purchase aligners, we will be shipping the free BBP to you per the deal we had advertised after aligner purchase.

  For those who have not purchased your aligners or impression kits during the Black Friday window (11/9/23 - 11/30/23), we unfortunately cannot fulfill your order. If you'd like to take part in a 25% discount on our travel pens, which are perfect for the holidays, please visit ***************************************************************************************************** use code TRAVELBRIGHT at checkout. Happy holidays!

• Initial Complaint

  Date:12/14/2023

  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 got a coupon code today for a free whitening kit. I signed up for an account and checked out with all of my information for the whitening kit. 4 hours later, I got an email saying my order was cancelled. I have a feeling this was a scam to get new user contact information. Now I am getting spam emails from this company, without getting any product! NO

  Business Response

  Date: 12/20/2023

  Thank you for bringing this matter to our attention. We recently discovered that a promo code from our Black Friday holiday sale was leaked. While we appreciate the interest in our brand and our products, we will be temporarily pausing all orders.
  At Byte, it is our first priority to assist our customers. If you have an account with **********************, please contact the Byte support team, who is ready and available to assist our customers at any time. For those who have purchased aligners throughout the Black Friday window (11/9/23-11/30/23) we will be fulfilling the order as advertised.

  For those of you who have purchased impression kits throughout the Black Friday window (11/9/23 - 11/30/23) using code NOW23 and go on to purchase aligners, we will be shipping the free BBP to you per the deal we had advertised after aligner purchase.
  For those who have not purchased your aligners or impression kits during the Black Friday window (11/9/23 - 11/30/23), we unfortunately cannot fulfill your order. If you'd like to take part in a 25% discount on our travel pens, which are perfect for the holidays, please visit ***************************************************************************************************** use code TRAVELBRIGHT at checkout. Happy holidays!

• Initial Complaint

  Date:12/14/2023

  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 started with Byte in November of 2020 on night aligners. They told me it would be about a 15 month treatment plan. My teeth were not fitting in the aligners properly, so they had me backtrack, and when no forward progress was being made they had me do a second set of impressions in March of 2021. This same scenario happened again had to do a third impression set in February 2022. Then again it happened and had new impressions for a fourth time in April 2023. They are again asking me to backtrack. The process is not working. I have asked for a refund but they are denying it and wont give me a financial/managerial contact to talk to. Additionally I have taken to wearing my aligners full day (instead of just at night), adding weeks to each set. I have done all the suggestions they have given to no success.

  Business Response

  Date: 12/20/2023

  Thank you for bringing this to Byte's attention. At Byte, our customers smile is our first priority. While we hope our customers will reach their end result within the initial predicted timeframe, everyone's anatomy is different, and it may take additional time is some cases. Our 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: 12/20/2023

   
  Complaint: 21009028
  
  I am rejecting this response because:I understand that they say they will work continuously for the result they promised and that adjustments and timing may need to be altered.  But it has come to the point of unreasonable.  I cannot spend years upon years of my life waiting for a result and wearing aligners indefinitely.  I have gone 22 months over what they predicted already.  Just because they say they will keep at it, doesnt mean that it will ever work.  I have followed all instructions to the letter.  It is not working.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/26/2023

  Thank you for your response. Please refer to the latest correspondence from the Byte management team. Byte has made a good faith effort to satisfy the consumer and considers this matter closed. 

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is *****************. I started using the company Byte To make my smile better. I was almost done with the procedures, but when something doesnt fit quite right, you let them know and they try and fix it. I had that problem and was starting to finish up again on my alignment.This is only the first part of what Im sending you. I have to do it one part at a time so I will be sending these probably in small little answers like this. OK so be patient After I got the second set of aligners, I was using them, they didnt quite fit perfect but I was going through the process. During the second process, one of my front teeth actually chipped so I had to go to the doctor and get a recommendation on what I needed to do. He took x-rays and discovered that I needed to have a filling that is all I needed to have done. During one of my check-ins with Byte they told me they noticed Id had a filling. I responded. Yes I did one of my front teeth had a chip and I had to get it fixed.When I contacted them to let them know that the second set was not perfect, they asked for some information from the doctor which I provided. ************ provided the billing which showed that he recommended I get a filling after doing x-rays he even signed it. He also let me know that it was OK to go back to using my aligners.After sending the information that Byte requested, they said they need more information before proceeding with my treatment. When I contacted Dr ***** Office again, they said thats all they have. They only had to do a filling and she was ready to go. Nothing else needed from Dr ***** Im not sure what else I can do. I want to finish up the process of the aligners. The company Byte said they will not working on my case or move forward if I could not provide more information. as *** stated, Dr ***** Office cant do anymore theyve sent everything they have not sure where to go with this. I even asked for a refund because they guarantee their work seem like they are not going to moving forword on my case . however if they want to start it over I am willing to do that again but doesnt seem like they will do anything.

  Business Response

  Date: 12/18/2023

  Thank you for bringing this to Byte's attention. At Byte, your safety remains our number one priority. The Byte management team has reached out to the customer and will be working with them internally to provide 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:12/12/2023

  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 placed an order on 8/9/2023 for an impression kit for $17.95 with Byte. ORDER #*******.I did receive it. I also spoke with a Byte representative who set me up with Splitit - plan # 0WCPRLMG6LK3LU4LXDS0, Order ID ************************* for a total plan amount of $1,999. 3 installments have gone through. In the meantime, I need to cancel my plan due to dental issues. I have not completed the aligner process and need to stop payments. When I spoke with Splitit I was told I need to cancel through Byte. I have used all the customer service channels ********************** offers via text, phone call, and support request - all which have gone unanswered. (10/25/23, 11/3/23, 11/22/23, 11/28/23, 12/4/23, and 1212/23. I am beginning to feel like Byte is not a legitimate business due to the lack of customer service. I would like to cancel payments with ******************************** for a product I do not have and can not continue with. Please respond as soon as possible and let me know how to proceed to stop payments and receive my refund.

  Business Response

  Date: 12/18/2023

  Thank you for bringing this to Bytes attention. The Byte management team has reached out to the customer and will be working with them internally to provide 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:12/12/2023

  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.

  They have paused my treatment and aren't responding to any emails. I want my treatment resumed or a refund. I've tried emailing and I get a response asking me to open a ticket. I call and they can open a ticket because I'm already being helped. I want to continue treatment but they won't allow it and I've spent $2300.

  Business Response

  Date: 12/19/2023

  Thanks so much for bringing these concerns to Byte's attention. When customers contact Byte 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 Byte'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.