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:12/04/2022

  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 my transaction with instasmile during the time of the pandemic in November of last year! I asked for a refund because they kept asking for more pictures of my mouth and wanting more money for a better impression kit. I did get Covid-19 and was sick for some time. They just blew me off and said it was more than a year! I contacted them several times within this year and still no teeth. I want the product or my money back!!!

  

  Business Response

  Date: 12/05/2022

  This customer ordered in March 2021 and was supplied with a self impression kit via **** tracked service on 3-22-21. The customer returned their impressions after some time in the mail on 10/4/21, without a visual check first, but they were not approved. We checked suitability via natural images of the teeth in October 2021 and the customer purchased a new impressions kit to continue with the order. No further contact was received from the customer and the order expired in April 2022 due to it being over 12 months old with no contact for 6 months, in line with the terms and conditions that were accepted at the point of sale. Instasmile have remained open throughout the pandemic with contact options available via the website, by email or via our toll free phone line available on weekdays. Unfortunately this order is now closed and non refundable. If the customer would like to purchase an ******************** we would be happy to provide a loyalty discount to provide an additional discount.

  Customer Answer

  Date: 12/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They were the ones who said I needed the second impressions and I purchased it because the wanted ************** of my teeth! The started the clock all over again! Another year. They just are taking advantage of people and not providing anything! They are rude and state they are located in ****** so no one will *** them for there shady business practices...

  

  Business Response

  Date: 12/15/2022

  I can only reiterate - in October 2021 and the customer purchased a new impressions kit to continue with the order. No further contact was received from the customer and the order expired in April 2022 due to it being over 12 months old with no contact for 6 months, in line with the terms and conditions that were accepted at the point of sale. Instasmile have remained open throughout the pandemic with contact options available via the website, by email or via our toll free phone line available on weekdays. Unfortunately this order is now closed and non refundable. If the customer would like to purchase an ******************** we would be happy to provide a loyalty discount to provide an additional discount.

• Initial Complaint

  Date:12/02/2022

  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 or about March of 2021, I ordered and received an impression kit soon thereafter, after trying and sending in pics 3x I asked this company for a refund, they denied the refund because I used a company called split to make payments on the $400.00 charge, though it was paid off and I sent proof in August of 2021 ( my order not yet expired at that time) I have emails documenting everything I am posting, they denied my refund.
  I had covid 3X during that year and again twice in 2022 was hospitalized, I sent in my impressions in October of 2022 and didn't hear anything, I emailed and was told "I LET THIS EXPIRE"
  Every impression I sent to them wasn't good enough even though I've previously used this company before, they use the excuse that I "LET THIS EXPIRE" when in reality they are making FREE money without rendering the consumer a product, in fact I did the impressions the same exact way I had previously done with this company and each time they told me it wasn't good enough.
  I would like for anyone and everyone to know initially I asked for a refund and at that POINT there was NO expiration of the product, I even called and was told there was no time frame, this company wants to offer me a discount to spend more money with them only to not receive a product and claim that I "let" it expire after refusing my refund request when it wasn't expired. It is WRONG that this company even sets an expiration on a product when they continue to tell you it's wrong and once you use all of the mold you must pay for more, they get to keep your money without giving you a product someone needs to file a massive lawsuit against this company, I may be the one to start it!

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/05) */
  The customer placed an order on 03/24/2021 and an impression kit was supplied via USPS tracked service - the customer began the impressions but ran out of materials after two failed attempts and asked to cancel. Following a check of the natural teeth and in agreement with the customer, we supplied a further impressions kit free of charge for the customer - this was also sent USPS tracked service. The customer never proceeded with any further impressions and has had no contact since September 2021. The order expired in March 2022, as it was over 12 months old with no contact from the customer for over 6 months in line with the terms and conditions of the contract. Instasmile remained fully operational throughout the pandemic, contactable by email, via our website or by calling the toll free number on our website, however, in this case despite us providing the free kit, no impression attempts were ever received and the order closed. We have offered a discount code for the customer to use for an additional loyalty discount for a reorder but there is nothing further we can do with the expired order at this point.

• Initial Complaint

  Date:12/01/2022

  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 made a purchase on a veneer from this company on September 15th. It is now November 28th and I still don't have a product. I have sent in pictures of my veneers over 15 times and they still have repeatedly denied them. Each time they deny them they also call to talk you through doing them correctly. I have followed advice exactly and brought up my concerns and they are still constantly denied. The problem is, they tell me conflicting advice. Every time I talk to someone it's a different person. One will tell you to push up and push back and the next person tells you there's to much movement and not to do that. It's beyond frustrating! No one should have to wait two months for a product. I have brought up my concerns and I was told I can cancel but they keep part of my money. I don't think that's very fair nor honest of a company to continually make the process difficult and then keep a partial payment when I never even received a product at all. I have tried asking to work with one lady named Anna. She seemed to explain things well. If my teeth are not compatible with the product then I should have been notified a long time ago. They claim I am compatible but then deny my molds when I follow their directions exactly. The whole process is frustrating and I don't agree with a business collecting money and not delivering a product in a reasonable amount of time. It sounds like a scam to me when they try to keep $150 for an impression kit that they refuse to accept or help you use, so when you cancel from frustration they are still profiting off of you. The price is reasonable IF they actually produced a product and within a reasonable time frame. Which they have not.

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/02) */
  I am sorry the customer is frustrated with the impressions process - the accuracy of these is vital in order to achieve a perfectly fitting instasmile that clips in place securely, and follows the gum line. We do not compromise on quality as we appreciate customers have paid - or in this case are paying installments towards - their final product. The impressions must be perfect. The instructions provided in the kit provide all information required to achieve an approved impression, however if customers do struggle we will call and give feedback on the reasons the impression has not been accepted and provide hints and tips to assist with the next attempt. This information is consistent as it is scripted, but some customers find the calls helpful. I am sorry if this has only caused our customer in this case to feel confused. We provide 24 attempts in the kit, so plenty of opportunity with some perseverance and support to pass the impressions. We will continue to work with this customer to ensure this is achieved. Our pass rate is very high and our rate of fit issues is less than 5% which for a custom made product with a self impressions process is extremely low. We assure all customers that we are working with that they are suitable by checking their natural teeth images at the start of the process, and reassure this not a scam and a perfectly fitting instasmile will be provided once the impressions are accurate enough. Once the impressions are approved, Manufacture time is just 15 days plus shipping. We were happy to connect with this customer today to give further feedback and there is no reason that we cannot complete this order.

• Initial Complaint

  Date:09/28/2022

  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 received these "veneers" and they're plastic. 100% plastic. On top of them being cheaply made, they do not fit. I called customer service and was asked to submit a video of them not fitting. I did just that. I specifically asked for my refund and I'm being told that I can not get a refund. I am not paying for something that does not fit and should not be subject to this kind of stress.

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  I am sorry to hear the customer has received the Instasmile to find there is an issue with the fit. This is a custom made product that has been precision made from the measurements provided by the customer in the self impression. We appreciate that sometimes this can occur, and this is covered under the 30 day Manufacturer's Warranty. We have already approved a remake for this customer to ensure that we achieve optimum fit. A refund is not an option at this stage as per the terms and conditions of the contract which the customer agrees to at the point of sale. These are visible on our website. We have dispatched a new impressions kit via USPS tracked service, which has attempted delivery but as the customer was not at home to accept, they have been notified to reschedule delivery or collect at the post office. We would urge the customer to collect the kit and proceed with the new impressions to allow us to complete the warranty claim.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no such shipment sent to me for a remake. I have not received anything from USPS asking me to pick up a package. The first "product" was already trash, why would I want a remake to be disappointed yet again. I have already filed a complaint with the payment company so this company will not be receiving payment for the product.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  I can provide tracking information of the dispatch of the kit to the customer I will upload this to the portal separately. The remake was approved and confirmed to the customer. A refund was requested and we explained this is a custom made product and a refund cannot be offered at this stage in the process, but the warranty does provide cover to ensure a perfectly fitting veneer is achieved. If the customer will not progress with the warranty, there is nothing we can do. If payments are not maintained then this will be referred to our collections agency. We would much sooner work with the customer to achieve a fitting veneer that fulfills the order.
  
  
  Consumer Response /* (4200, 12, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business has already received payment through Klarna so they don't have anything to send to collections. I already have a lawyer working on this as well since this company seems as though they are inept and can not resolve an issue. My teeth have already been taken care of from a licensed dentist as well. I could not depend on this plastic, unusable, unwearable item. If it wasn't made correctly the first time, what makes anyone think it will be made correctly the second time. Again, there is nothing to send to collections and my lawyer is filing a case against this company as we speak.
  
  
  Business Response /* (4000, 14, 2022/10/11) */
  We have tried to resolve this issue with the customer in line with the terms of the contract. Unfortunately the customer is not willing to do so rendering us in a deadlock situation. As an exception I am prepared to offer a partial refund the detail of which I will contact the customer about directly to try to find some compromise within the next 48 business hours.
  
  
  Consumer Response /* (4200, 16, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will wait to hear from the company on the refund and will write back and close the dispute if necessary.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased clip on teeth from Instasmile on 5/22/21 and paid them an amount of $300, sent in my self impression and they were not acceptable like many others have stated that theirs were not acceptable either. I have been in contact with the company several times since then to try to get a new impression kit to make new impressions to get this taken care of and seem to be getting the run around for over a year now. I am now being told that it is too late and I cannot get a refund nor do I get my clip on teeth, only a 35% repurchase fee. I think this is ridiculous considering I have already paid $300 for a purchase that I have never received to begin with.

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  I am sorry to hear the customer has allowed the order to expire. This was placed in May 2021, and the impressions were attempted in July but were not able to be approved as they did not have the accuracy required to manufacture. This is vital to create a precision fit to the customers dental profile. We reached out to discuss the reason the impression was unsuitable. We heard nothing further until October, when an email was received and a similar call attempt was made - we provided information by email as the customer advised she was unable to be contacted by phone. We heard nothing again until February of this year, when we tried to call, no answer, voicemail left and email and SMS were sent providing our details for the customer to contact us to arrange purchase of our new No Stress Impress trays to complete the impression. Nothing further was heard from the customer until this week and the order had already expired. This is explained in the terms and conditions of the contract which are available to view on our website. We have offered a 35% loyalty discount if the customer wishes to place a new order, which will include a new impressions kit, 6 months extended warranty and free express manufacture.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel like this is unacceptable for a company to do business this way. I feel as though I paid an amount of $300 for a product that I never received regardless of the time and I have been cheated by this company. 35% repurchase discount is unacceptable as well because I definetely will not be paying them anymore money.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  Please see attached terms and conditions of contract which customer accepted at point of sale.
  
  
  Consumer Response /* (2000, 12, 2022/10/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  In my understanding from the form of the above I am seeing that the BBB is stating that it should be a delivery of the service, meaning the clip on teeth that I ordered to begin with. I am agreeing to this resolution because this is in fact what I paid for to begin with.