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:01/16/2025

  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 veneers from Instasmile ( Re: ********) they first sent the impression kit to the wrong address after assuring me on the phone that they had corrected the address. I went and got the package from the address they delivered it to and did my impressions. They waited to tell me that the impressions weren't great (or the photos) and that I would need to do them again. They also said I couldn't submit new impression photos without first speaking with someone at Instasmile. They called once but hung up after 1 ring before I could even answer and then did not return my calls. I waited a little while and tried again and still got no return calls. As this has now been going on for a year I finally just took new impressions and submitted the photos anyway. The website still shows my order as active and indicated I needed to upload new photos, which I did. Which brings me to today. When I received an email that said they needed me to redo the impressions again and to call them to be walked through how. THEN they sent what is below. "Hi *********,Thank you for contacting us about your order which was placed over *********************************************************************************** line with the terms and conditions accepted at the time your order was placed, and is non-refundable. You can read more about that here We advise that impressions need to be returned to us within 90 days, and that any order over 12 months old with no contact for a period of 6 months or longer will expire without recourse as is the case here. Due to the nature of the product, the materials and the dental profile which changes naturally over time, these orders are time critical which is explained in the contract and all of our communications. "I never received veneers to begin with and the order is still listed as active on their own website.

  

  Business Response

  Date: 01/16/2025

  We do advise in our terms and conditions that any order that was placed more than 12 months ago with no contact for 6 months will expire and be cancelled without recourse.  In this particular case, we have carried out a review and can see some historical notes relating to the customer needing treatment.  On that basis we are reviewing the status of the order with the customer directly.

• Initial Complaint

  Date:12/18/2024

  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.

  Aug 4 2024 I ordered a top piece from isnt smile at the time I was told a 15 day turn over for manufacturing so I paid $50 more for a ten day turn over on manufacturing. By aug 14 they weee not even In Manufacturing so I escalated the order with them. On aug 20 they finally started manufacturing then finally on sept 3 they were on their way to me so when I received them after I had went on vacation without them which is the reason I got them in first place! Now the piece broke back on nov 4 I reordered my replacement which was covered under warranty and approved on nov 7 so when I had still not received it by Dec 4 I called and they apologized and said it would be expedited so now here we are at Dec 18 with nothing and it was suppose to be In Manufacturing Dec 11 now in the Dec 17 they are sending me an Impression Set again I am going so now I will have to go through Christmas w a broken one 10 days or 15 days is long gone now we are at 2 + months

  

  Business Response

  Date: 12/19/2024

  We are sorry there have been some administrative issues on our side with this order but we are pleased to confirm the replacement veneers have been made and shipped and are due to be delivered today - we have reached out directly to the customer about this today.

• Initial Complaint

  Date:11/25/2024

  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 both upper and lower from instasmile I told the to cancel the order right after I placed it. They refused to cancel it. I have reached out to out several times times by calling and emailing and they are refusing to provide the service.

  

  Business Response

  Date: 11/25/2024

  The customer ordered in August.  This order, once outside of the 3 day cooling off period is not eligible for cancellation in line with the terms and conditions accepted at the point of sale.  The customer has raised claims with her payment provider without success and continues to do so.  This constitutes a breach of contract.  The outcome of this now lies with the payment provider ****** and not instasmile.  There is nothing we can do at this stage.

• Initial Complaint

  Date:11/13/2024

  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 top veneers back in February 2024 I paid them off in June 2024. I have attempted these impressions 10 times one time they were approved I sent them back to the company and they emailed me and said they were unusable so they sent out a new impression kit and now Im on the 7th try with this one and still rejected. I asked for a refund as we are almost a year in and still havent received what I paid for. And they said I dont qualify for a refund. The email they send out just simply says not approved dont give you a reason or what you could be doing wrong. Then they call well Im at work and cant answer my phone as I run a busy restaurant. Their excuse is always we want you to have the perfect product well Ive done this with another company and had no problems other then they dont stand up like they say. But no problems with the impression. At this point I feel like this company is a total scam I cant even log into my account. Its says there is no order. Next is taking them to small claims court this is ridiculous and by the other complaints I read Im not the only one that is having problems.

  

  Business Response

  Date: 11/14/2024

  We are sorry the customer is frustrated and have arranged for contact, by email, as we appreciate the customer has not been able to accept our calls whilst working.  Our lines are open 8am - 7pm Eastern time to try to allow time for customers to call back either prior to or after work or during their lunch break but we appreciate this may not work for everyone.  We would ask the customer to await contact from us later today with assistance for completion of the order.  I have also mapped the order to the My Account area manually as this was a concern.  

• Initial Complaint

  Date:11/11/2024

  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 September 26th 2024 I paid $400 for a snap on veneer to be made over the next 6 weeks I made 10 impressions and all were rejected they say because of movement which is simply not true. I made the bottoms with no issue and they were accepted on the first try but 10 attempts on the top with a call and to the staff each time along the way with watching videos and sending videos and all still rejected. The difference my bottom teeth were OK my tops are really bad which I believe makes me not suitable for this product. They refuse to refund any monies and refer me to "terms and conditions" the only problem there is I did NOT change my mind they are just unable to provide the product they sold. I tried to resolve this issue and said I would sign a waiver accepting responsibility for the product even if it wasnt correct or accept a temporary cap to move this forward but their associates said no. So I have received no product very little customer service no monies returned and had to move on as they are unable to provide any product. They choose not to make the product even when I offered to sign a release so there was no risk to them so I will find a more reputable company but still demand a refund as they did nothing but hustle you out of your money, they should be shut down.

  

  Business Response

  Date: 11/20/2024

  I am sorry our customer has not not yet provided an impression that is accurate enough to manufacture his instasmile.  These are custom made veneers made to the exact intricacies of each person's own dental profile, not a one
  size fits all, and we need to ensure that the veneers fit without any gaps or fit issues. A distorted impression with insufficient depth capturing the measurements of the natural teeth will not achieve this. Our customer has paid for a quality product and that is what we intend to provide. We do not offer the option of cancellation once the impressions process has started but we do everything we can to assist customers who are finding the process difficult to ensure the end result is a fitting product they can be proud to wear. We have sent out a further impression tray free of charge and provided a video assessment to help the customer with the next attempt.  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22531875
  
  I am rejecting this response because: I have sent in good quality photos of the impressions that were more then acceptable and had stated if there was a problem that I would sign a release form accepting the product without any condition. I have sent 10 imperssion+ and talk to someone along the way each and every time, I sent the video as requested and you stated it appears my arms were not on the table, NOT true its a glass table look closer. I do not believe you act in good faith and once the funds are received you dont care if the product is made in fact you will make more money if you dont have send me what was paid for, you offer me nothing for my monies and I do not believe that you could expect someone to wait how long??????? You did receive acceptable impressions but the job is to complacaited for your company. You prefer to steal than provide any product. You should be ashamed.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/21/2024

  If our customer had sent in impressions that were acceptable we would not be asking for them to reattempted.  There is nothing to gain from us doing so.  No one wants a fit issue with their product.  We do not make custom made clip in products from impressions that will not produce a good fit even if the customer asks us to, even if they are prepared to sign a waiver, because that is not providing the quality product purchased and would not result in a satisfied customer - basically the outcome would be an unwearable product. 

  When we assessed the video of the customer taking the impression it was to help pinpoint any problem areas, this demonstrates our commitment to fulfilling the order - it is time consuming for us to offer this service but our priority is helping customers who struggle - some need more help than others, and we have a support system in place if needed.  I am sorry the customer is not receptive to the feedback and feels we have not watched closely enough - as the impression taken was not clear enough to progress from that attempt then it would be advisable to take our feedback on board.  We are not looking for faults, we are looking for solutions.  

  The customer has advised that "we do not act in good faith and once the funds are received we don't care if the product is made in fact you will make more money if you don't have send me what was paid for".  In response to that I would advise that every time we have to assess an impression, make a call, watch a video, ship additional materials - we incur costs.  Given the customer has had an additional tray, 10 calls, a video assessment and has left reviews on every platform, I would refute the suggestion that it is beneficial for us not to complete the order - its indeed the very opposite.  We create thousands of instasmile veneers per year for a plethora of dental profiles.  We have assessed the suitability for this customer.  To suggest "this case is too complicated for us", "that we are stealing" and "that we should be ashamed as we have offered nothing for my monies" given everything we have done and will continue to do to help this customer receive their order is simply untrue.  

   

• Initial Complaint

  Date:11/04/2024

  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.

  Put in an order for top & bottom in April. Received the kit asked for a refund due to the fact that I have ******** jaw doesnt open wide enough to fit the impression. Denied refund, hundreds of dollars down the drain. They forced me to do impressions stating I wouldnt get any money back so I figured I would just go ahead with the order and after a painful experience finally got them in my mouth with the help of another person. Impression was denied, did them AGAIN same scenario denied yet again. Continue asking for a ************* continue to refuse now wanting to send out a smaller tray to do the impressions again!! If this impression doesnt work I have the options of GIFTING or cutting my losses they will not refund you. Do not give these people your business its beyond a scam!

  

  Business Response

  Date: 11/05/2024

  The order was placed in April of this year and the customer accepted our terms and conditions.   The customer asked to cancel whilst in the cooling off period and was advised how to go about this by returning the unused impression kit.  The next contact from the customer was of impression images as they had started the process.  The cancellation was therefore retracted and we confirmed with the customer on 8th of May that they had decided to continue with the order.  The impressions were checked but not approved and we provided guidance for the next attempt. Without any further attempts the customer asked to cancel again on 23 July and was directed to our terms and conditions that the order was not eligible for cancellation at his point. We provided free trays as a goodwill gesture, because the customer told us the trays had been lost in a kitchen fire.  The customer attempted one impression on the new trays which was not approved - we again talked her through this, but she asked to cancel and we reiterated this was not an option available at this stage of the process.  The customer has 7 remaining attempts at the impressioln and we have also agreed to ship out some smaller trays for her as only at this stage has she disclosed she has TMJ.  

• Initial Complaint

  Date:11/04/2024

  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 pop on veneers through this company about a year ago. I used a pay app and paid in payments over a few months it was 758$ all together for top and bottom then I got the impression kit and found out then that I didnt qualify they have been giving me the run around for months on end about my refund saying Im not eligible because its been more than 30 days but thats because Ive been going back and forth with them about it! I have seen 100s of other people saying the same thing happened to them! This company is obviously a complete scam and should be forced to close! How do I get my money back?

  

  Business Response

  Date: 11/05/2024

  We have received abusive correspondence from this individual using profanity and personal insults.  The order was placed in February, a self impressions kit was shipped and we tried to call for the welcome call on two occasions following up with voicemail and email each time.  We heard nothing at all from the customer until this week when there was a request to cancel the order.  We reponded in line with the contract as follows

  In line with the terms and conditions signed upon sale, your order has far surpassed the period of cancellation.  We have not heard from you in 8 months of placing your order, all clients have 90 days to provide us with images of their first impression attempt, if this is not performed within 90 days, we reserve the right to end our contract with you.  We are happy to keep your order open, and have you transfer this order to a friend or family member to be completed in full. Again, you would simply need to provide their contact information to us and we can update it. They would then need their own impression kit and the order can progress. It would remain non-refundable upon transfer.

  This decision stands.
  8.02 You do not, within 90 days from order, provide an accurate impression that our technicians can work with to manufacture a bespoke product.
  9.1 You may be entitled to cancel this contract within 3 days of receiving the Self-Impression Kit (cooling off period), provided it has not been opened nor used and returned to us at your cost using a tracked delivery service.
  9.2 To meet the cancellation deadline, you must let us know that you wish to exercise your right to cancel before the 3-day cancellation period expires by contacting us.

• Initial Complaint

  Date:06/10/2024

  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 have ordered top and bottom veneers 4/21/2024 and they have accepted my bottom impression but they keep rejecting my top they have rejected them 8 times Wich is the limit and now they will not contact me regards to what is next they say I can only use the impression tray 8 times I have ordered from them years ago with no issue but they seem to be just taking my $600 and refuse to accept my impression just giving the run around I'm following the instructions to a t and they just will not accept impression or give refund

  

  Business Response

  Date: 06/10/2024

  At instasmile we want to ensure the customer receives a clip in veneer that fits their teeth and looks great and the key to achieving that is a good impression containing enough depth, and capturing the shape of the gumline.  We want a new smile to be exactly as we advertise and for the this to fit the individual profile neatly and securely - not overlapping or short so the natural teeth are visible at the gum.  We are sorry this customer is having some problems with the impression and we will continue to support our customer with the impression to ensure the new smile we provide is everything they hope it will be including provision of more materials if required.  I can see there is a call scheduled within the next ***** hours to follow up directly.

• Initial Complaint

  Date:05/23/2024

  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 paid ****** for top and bottom veneers and 150 of that was for a warranty that they do not adhere with. They have told me to send them an email and I have sent at least 20 emails over the past 8 months. I sent them the first saying that I wanted a refund because they are made of the cheapest material in the world. Plastic!! I didnt hear anything back from them even though it said they would call me back within 2 business days. A few months later the top broke so I called them and they said to take a picture and send it to them and they would make it right. I sent them a picture and they sent me a veneer that mustve been made for someone else because it will not fit in my mouth AT ALL! I called them and told them and again I was told to send an email and I did and again no response. Now the top has broke for a second time and I am tired of sending emails to get no response. ****** is a lot of money for a piece of c*** plastic that broke before I had them for a year. The year is not up yet and I feel like theyre going to wait until the year is up and then tell me oh well, your one year warranty is over now. I dont suggest anyone to use this company. They absolutely do not care once they have your money and they tell you to email them and then you never hear from them. I dont see how this piece of plastic is worth anything much less the amount of money they are asking you to pay for their product and customer service is non existent after theyve received your very high amount of money that you have sent to them.

  

  Business Response

  Date: 05/24/2024

  We provided the customer with her clip in veneers made specifically from her impressions - these were shipped 18th September 2023.  The customer was a little disappointed that these did not clip to the very back teeth and we explained that in the order process we only cover the front 10 teeth.  The customer also advised that the bottom veneers were not in the package either but this was overlooked by us - we made an error.
  In November the customer called to use one of her warranty claims as the to one had broken and mentioned at this point that she struggles to receive our emails.  The entire order process is conducted by email and there had been many interactions prior to this both ways. At this point she raised again that she had never had a lower product.  We immediately arranged for a replacement upper to be sent and the lower to be sent.  These were shipped on 22nd December.
  On 2nd January 2024 the customer contacted us to say the replacement top veneers did not fit her mouth - we replied the same day to request some visuals to understand what had happened as replacements are made from the exact same scans and designs as the first product. 

  We advised we needed to receive within 14 days the following:
  Clear images demonstrating your issue
  A description of your issue
  A short video showing the product being clipped on to teeth, and removed (ensure this is close enough to see the gum line and you explain any issue you are experiencing)
  Natural bite images with and without the product in place - Please ensure your teeth are in your the natural resting position. Relax your jaw and bite together. 
  
  On 5th February the customer called us, saying she had sent this information but nothing had been received.  We asked for it to be resent and would extend the deadline under the circumstances.  
  The customer replied on the same day with 2 images of the product out of the mouth so we replied and asked for the further information as requested in our email of 2nd January - we have heard nothing further from the customer since that point.  
  If a product does not fit, we warrant to address it but we need to see what the issue is to check why - has the customer received someone elses product, has the customer had a change to dental profile, has their been a manufacturing error - examples of how this can occur.  We cannot establish that and provide a solution without the visuals.  

  
  To simply send another one may result in the same issue repeating itself so we wuld mitigate that by carrying out a full assessment.

  
  There has been no further contact from the customer since 5th February.  We have still not seen any evidence that the replacement upper provided in December does not fit. If the customer can provide what we asked for at the beginning of the year we will be happy to take a look even though considerable time has passed.  We would expect to see the top veneer in its original condition as it is reported as a non fitting product.  

   

  The customer has one remaining extended warranty claim on her order that would expire in December 2024.  

  
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21752373
  
  I am rejecting this response because:

  I have sent countless emails to Instasmile and received emails back saying that I would receive a response by phone within two business days and I have never once received a response by phone. I also never received a response by email other than saying that they would call back until I called the BBB. Once they receive your money, they do not care about the satisfaction of the customer. They will not return your money and its just plastic. Everyone knows that plastic is cheap. Instasmile is selling recycled plastic to people for ******!!! I thought for that price it would be something more durable. I ordered upper and lower veneers but since receiving the upper and having it break twice in less than a year, I do not want the bottom but they are not going to give any refund at all so Im asking them for two upper veneers to replace the broken one. I will update if they can send me the replacements. The replacement they have already sent will not fit in my mouth at all. The reason I chose Instasmile was because they are backed by the BBB.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/10/2024

  The following email was sent to the customer 4 days ago reiterating everything - we have received no response to date.

   

  4 days ago (Thu, 6 Jun 2024 at 3:49 PM)
  
  Hi ********,
  
  Thank you for your email,
  
  I do apologise for the frustration you are experiencing. After reviewing your case it seems you placed an order for the upper and lower veneers but only received the original upper product. You reached out to us regarding this but this was overlooked so we do sincerely apologise for that. 
  
  You then advised us that the upper veneer has broken so we arranged for this to be remade using the original scan and design on file along with the lower veneer. You received the products and advised that the upper veneer was not fitting correctly and from there evidence was requested. I cannot seem to locate the requested evidence from you in regards to this claim only two images showing a broken upper veneer, at this stage we were unsure as to whether that was the original broken veneer or the remade veneer which was broken. 
  
  At this stage there has been a considerable amount of time that has passed however we would still be willing to look into this claim for you but we would require the evidence so that we can provide a full assessment of the issues you are facing. 
  
  Our fear with providing a like for like replacement of the upper veneer is that you will face the same fitment issues with the new product that you did with the latest one you received back in December, this is not what we want. 
  
  In order to understand the next steps which need to be taken can you please answer the following questions:
  
  The upper veneer that was received in December, Has this been worn and is now broken? Or is this unworn and intact?
  What were the fitment issues you faced with this product? Was this tight to the point of pain, Loose or not sitting flush to the gumlines?
  
  We look forward to your reply so the issues you are facing can be resolved. 
  
  
  Ticket ID ******
  Thank you 
  ***
  Senior Customer Advisor 
  **********************

• Initial Complaint

  Date:05/02/2024

  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.

  I submitted a down payment on an order for customized veneers. I set up a payment agreement, basically like a lay away, for veneers to be made in the future once they paid the total amount and once they approved my impressions. After making the down payment of $174 and two payments of $65.95 I experienced a financial emergency, contacted the company prior to my next due date to notify them Id be late and how could we work through it, and after my due date passed I received an email demanding paymentS, I only missed one payment, singular not plural, and they said if I didnt pay them in 7 days my lay away account would be closed and the remaining balance for the veneers that have never been made, again this is a payment plan for the FUTURE production of customized veneers, and at this time they havent even approved my impressions and told me that the lower veneers would shatter due to my natural bite after I had already agreed to the order yet they wont let me modify my order to only move forward with the top veneers. I have only received an impression kit, did my impressions, they denied them and now they want to close my account, charge me over $700 for this mouthpiece and putty, and tarnish my credit, keep my $311.90 down payment on a product thats not even in line for production and refuse to help me. They WILL NOT speak to me over the phone, they WILL NOT answer my questions, its clearly a scam. Its literally a lay away for a product and the product doesnt exist yet or even have plans for production, how can a company demand money and keep my down payment for something that doesnt exist. Thats theft! I realized this when I was told there was no human I could actually speak to on the phone regarding my money. I did the right thing and immediately contacted them when I lost my job and fell upon financial crisis and asked them to work with me, which seeing as how I technically dont owe them anything bc i havent even gotten anything from them!!

  

  Business Response

  Date: 05/07/2024

  We have reached out to the customer directly in an attempt to provide options for bringing the payment plan back up to date.  There is no reason if this is completed and agreed that the order cannot be fulflled.  I will not go into any specific detail as it involves finances, in the interest of confidentiality.  

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21653765
  
  I am rejecting this response because: I have received conflicting information regarding my account.  In one email I am told my account is very much active and awaiting my next installment, which was the installment I reached out to discuss prior to it being due.  The payment processing company they use, Partial.y informed me that I would have a 5 day grace  period.  Instasmile then emailed me and said if I did not pay in NO LATER THAN 7 DAYS my account would be closed and the remaining future installment plan would be turned over to collection and I would lose any installments I made towards a future instasmile veneer, the email then instructed me to login to the payment portal, so I did immediately (within minutes of receiving the email demanding payment for a product that doesnt even exist yet and my account history was completely gone as if it had been deleted. So I reached back out to instasmile and was then told my account is now closed and will remain closed.  I have submitted natural smile pictures and impressions, they approved my natural smile but then informed me that they have a "cool off period" of 3 days from the date of down payment and do not allow for any cancellation of orders after that 3 day period, which makes absolutely no sense because it took longer than 3 days to receive the impression kit in the mail, it took 5 days to come in, but you also have to wait 48 hours for someone to review your natural teeth pictures from the time you submit them so at that point your already WELL passed the "3 day cool off period" and they may not even approve you, yet your still not eligible for any refund?!?  They describe the cool off period as if that occurs from the time they APPROVE your impressions, which is completely logical considering by that point they have begun creating your personalized veneers so the customer would be responsible for any material costs and time spent with the customer.  They now want me to send them money towards a product that has not even made it past an impression picture, they deleted my ability to view installment history and future payment calendar in the payment portal I had in the beginning when they gladly took my $311.90 worth of down payment and installments and they even advised me that the lower veneer will not be straight and is likely to break due to my natural bite with no option to back out of that.  Now that they have told me my account is very much active, then said my account is closed, then instructed me to send them money through a payment portal that I can no longer access, I cant even access my prior installment records anymore.  I contacted Partial.y, the payment processor, again and they said they removed my plan information and that I now must go through Instasmile via email correspondence b/c they do not speak to customers on the phone regarding payments, I called the Instasmile listed phone number for customer service and was told by a rep that Partial.y is a third party payment processor and that I'd have to take it up with them.  So each company is telling me I have to go through the other, they will not speak to me on the phone AT ALL regarding MY ACCOUNT with MY INFORMATION that I trusted them with and it's extremely unsettling!  I am being scammed.  How can they take my down payment and installments, threaten to charge me for the future installments and tarnish my credit report for a product that doesn't even exist.  They are very misleading, I was under the impression I was choosing a reputable company to do business with and I was wrong.  This just cant be legal.  What do I owe them anything for?  And they tell me that the future product will break and I'm just supposed to accept that?  It's like I am in the twilight zone or something, I have never experienced anything like this.  I just want to be done with this company and for them to give me my deposit back especially b/c they given me nothing and wont even approve my impressions, the impression kit they are technically now charging me over $700 for that consists of a cheap plastic mouth piece and some putty!  They don't even give you anything to send the impressions back to them in on the off chance they actually approve your impression pictures, not even a shipping label is provided!! Nothing!  I have never been so upset with a "company" in my life.  
  
  Sincerely,
  
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  Business Response

  Date: 05/15/2024

  The customer set up a payment plan paying a downpayment, with a series of installments to be collected bi weekly over 16 weeks.  The first and second installments were received.  The 3rd installment due on 22nd April was not met.  Partially tried again to collect this on 5 consecutive days without success.  On 27th April when the last attempt paid they placed the account in to default and notified us.  On 29th April we sent a notification to the customer as follows:  "Your order has been placed on hold due to missing payments.  Please ensure you make your payment as soon as possible (no later than 7 days) by either logging into your partial.ly account or contacting us at *********************************.
  You are able to update your payment details by logging into your partial.ly account if you have lost your card or changed your payment method.  Your order will remain on hold until your account is brought up to date and is at risk of being closed and non-refundable if this is not resolved. Failure to keep up your payments is a breach of contract and we reserve the right to pass your details to a debt collection agency and take legal action against you if this is not resolved. You also may be liable to cover our legal costs and your credit rating may be affected.".   This prompted a call from the customer and we advised to email our finance team if assistance was required (customers have the ability to manage their own partial.ly account to make any missed payments).  At this point the customer asked for a refund and was advised this was no longer an option in line with the contract.  The customer reached out to us by email on 30th April and was advised that we could assist in bringing the order out of default, by taking the missed payment, and resetting her plan.  The customer persisted for a refund which is not an option.  On 7th May we gave the customer the option of reopening the payment plan by spreading the remaining balance equally over the remaining term of the plan rather than having to pay her missed installments as a lump sum - as an exception.  We received no response.  On 14th May when we had neither received further communication or the payment from 22nd April (which was now 22 days overdue) we communicated to the customer that their order was now closed with no refund due on the basis of breach of contract.  These are the facts as they present themselves.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21653765
  
  I am rejecting this response because:
  I have received no product from the company!! I notified them before my installment was ever late in an effort to communicate with them. Now they want to take my money for a product that doesnt exist and charge me for the rest of the future installments for a product I NEVER RECEIVED BECAUSE ITS NEVER BEEN CREATED! I notified these people of my unforeseen FINANCIAL CRISIS situation as a mother of 3 young children and there is no regard or compassion from them. Theyve informed me that the lower veneer wont even hold up, shattering from my heavy bite! All I want is to pay the total for the top veneers, have them created and move on. This is a reasonable request given the information from their specialist who confirmed my bite is too heavy to guarantee a lasting product for the bottom set. Please, I am begging you to NOT steal my deposit and leave me with nothing. This is heartbreaking, I had no idea a company could be so ruthless. Ive paid $311.90 towards a future product and Im just experiencing a financial crisis and Im begging them to just work with me on my future installments. I am desperately searching for work but do not know when I will find a job. Again, this product doesnt even exist yet, so Ive received nothing, I dont see why they wont work with me and how they can threaten me with a lawsuit for the future installments when NO PRODUCT HAS BEEN RECEIVED OR EVEN PRODUCED YET? All I want is to not lose my deposit, is this too much to ask? 

  Sincerely,
  
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