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:01/18/2024

  Type:Product 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 paid for the service 12/6/23. When they sent my dental appliance, it didn't fit right, hurt extremely bad and caused sores. And was cosmetically off centered. I've been trying since 1/3/24 for an address to send back useless product and get a refund since there is no employee trying to make this right. I've sent numerous emails, and phone calls everyday. I received one email from *******, but she never followed through or responded back to my email. On January 3rd ****, I would had been open to them correcting their product but now I have no confidence in their customer service to make me satisfied and made whole.

  Business Response

  Date: 01/23/2024

  Hi ***,

   

  Sorry to hear about the issue with your ResetSmile order. Please use the address below to initiate a return.

   

  ResetSmile

  ************************

  ****************, ** 07632

  Customer Answer

  Date: 01/23/2024

  
  Complaint: 21162523
  
  I am rejecting this response because:

  It is very vague. A step by step should be included in their response. Like what carrier to use... insurance? How long it will take them to do their job and process the return and credit. How long I should wait until I take the next step since I had to use the BBB to get any response from them. They never have operators to answer any phone calls. They never return phone calls or emails. I want in their response they will fully return my money since they did not make a satisfactory product, baited my purchase with promises they can't guarantee nor attempted to. Fool me once. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 02/09/2024

  Hi ***,

   

  You may use any carrier to return your order, and we will issue a refund within five days of receipt. We have instead issued a remake for your order, and you should have received new impression materials. Thank you for continuing with ResetSmile.

  Customer Answer

  Date: 02/20/2024

  
  Complaint: 21162523
  
  I am rejecting this response because:
  
  They haven't issued me a refund for what they sent back nor have they sent me anything in the mail.
  
  
  It is not resolved. 
  
  
  This affects older people and low income families. I feel they prey upon the generation of people that are not savvy with modern technology and communication. Some people save up their money for this service because they don't have insurance. People go in pain and some can not eat while they wait for this company to get their act together and fulfill their guarantees listed on their website. 
  All customers need to know Reset is  not customer friendly, feed lies that elongate their complaint time which they will say it is outside 30 days guarantee because they dragged their feet resolving your immediate issue.  Maybe Reset doesn't have the employees or enough of them. Maybe management is not following up with their customer service team. Maybe they have cut costs. No matter their excuse or issue, they must be held accountable. 
  

  
  

  
  
  Regards,
  
  *************************

  Business Response

  Date: 02/20/2024

  Hi ***,

   

  Your replacement order is expected to ship on 2/22. Please let us know of any further issues with delivery.

   

  Thanks for being a ResetSmile customer.

  Customer Answer

  Date: 02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that that ReSet has followed through on this resolution. However I find that taking 3 months and contacting BBB to get any resolution is troublesome. Original date of invoice was December 6th 2023. Today is February 29th 2024. Please let future customers know "buyers beware".

  I don't think I would had seen any results without the help of the BBB. 
  

  Thank you,
  *************************

• Initial Complaint

  Date:01/10/2024

  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 ordered on 11/18/23 and I had to do the impressions twice . Fine I did it. . Got the device and the top was all wrong and the bottom was too short does not cover the whole back of the mouth and the part that is suppose to go down under the bottom back teeth dont go all the way down .i have been emailing and sent more pics and spoken to *** and someone named uri and still no solution . So yes I turned off my card so they could not bill me for something I cant use and they wont make right

  Business Response

  Date: 01/23/2024

  Hi *****,

   

  We have processed your cancellation and refunded your payments.

   

  Thanks for considering ResetSmile.

• Initial Complaint

  Date:12/18/2023

  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 placed an order for the partials and they sent me the kit to make the molds. I did this and they sent me the finished product. However, they hurt my mouth too bad to wear. I have emailed them several times and called but they do not answer and do not answer my email back. I paid them $188 down and they are going to start taking payments from my credit card starting either this month or in January. They stated when I signed up that they would try to correct any problems with the partials. If I can't get them to even answer me back, I want a refund and for them not to start charging my credit card. I can't wear this like it is.

  Business Response

  Date: 12/22/2023

  Hi ******

   

  A member of our team has reached out via email to assist with your order, and an adjustment kit was shipped on 12/20. We will remain in touch to assure that your order is delivered to your satisfaction.

• Initial Complaint

  Date:12/02/2023

  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.

  On September 30th I started doing business with resetSmile. $311 was taken from my account and I was sent an impression kit. I sent back all required materials and after a few weeks was sent another impression kit for additional impressions. This kit contained 6 bottom trays and a generic info packet on what could have gone wrong with the impressions. I sent the second impressions back and after not hearing anything from the company I reached out via email. Nuria was the customer service rep I dealt with and she stated in the email that if I wanted to cancel my order the would process a FULL refund. This was after my payment of $162 was paid October 30th. The email between Nuria and myself on November 9th was to cancel my order and issue a refund. Nuria assured me it was cancelled and would take up to 5 business days to refund. November 30th another $162 was taken from my account and still no refund as of today, December 2nd. Reset technology now owes me $635. I have reached out to customer service multiple times with the same response, please allow 5-7 business days. It has been almost a month.

  Business Response

  Date: 12/04/2023

  Hi ******

   

  Your order was refunded in full and you should receive the funds no later than this week.

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:10/11/2023

  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 purchased a top and bottom partial with my first payment on January 23, 2023. When I received my first set, they did not fit appropriately. So, they sent me molds to make another set. When I finally received them the on September 14, 2023, they also did not fit. I attempted to reach them on the phone and have still not been able to once reach a person or receive a call back. I responded to their emails and they have stopped responding. Not only do they not fit properly, but one of the front teeth looks pink because it seems some of the pink from the gums **** into the tooth or the white there wasn't enough white for that tooth. Either way, it looks terrible. I paid extra to have a warranty that would give me my money back if I was not satisfied. I feel like after 10 months, two attempts, and not once being able to reach a live person or receive a call back and the fact that they have stopped responding to my emails should allow me to receive a refund.

  Business Response

  Date: 10/12/2023

  Hi *******,

  We have processed your cancellation and refunded your payments. Thank you for considering ResetSmile.

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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.

  June 27,2023 7:51pm placed an order for resetsmile system (8:10 PM received confirmation) After order charge confirmed. After order confirmation window, another window came up with a form requiring me to fill out information (they pre-filled patient info (patient number, name, email, telephone, address, prefilled electronic signature) remainder of form blank (DOB, ***, allergies, medications, health, history, medical conditions, history medical procedures of surgeries, dental history, (14 questions). There was a Tele dentistry, consent form, (21 pgs info on benefits, risks, contraindications, waivers) ending w authorization and release form) wanting me to certify having read and understand etc. I Did Not Adopt and sign the form but decided I had contraindications writing an email to ******************************** at 8:25 PM stating request to cancel my order and confirm. Received no response after that until June 28 at 10:26 AM, an email stating good news my kit was on its way. No mention of the email I sent them, nothing about my cancellation request (their website states kits should arrive by mail in a few days. Its funny how they mailed it out within 14 hours. I plan on refusing the package and returning to sender. I dont know how to contact them further as I already contacted them via email to cancel my order, and no number was provided. The order full amount is $858.76 of which $168.99 is charged upfront and then 23 future automatic monthly payments of $29.99. They charged my credit card $168.99. I would like to have the order canceled as I requested, and the $168.99 refunded, and no further payments applied to my account. I hope that you can help me resolve this before there is a problem. Thank you I appreciate it.

  Business Response

  Date: 09/14/2023

  Hi ****,

   

  We refunded your order on 7/10 upon receipt of your unused impression kit. While we aim to ship all kits and respond to all inquiries in under one business day, unfortunately we shipped your kit before we could respond to your inquiry. Thank you for considering ResetSmile.

  Customer Answer

  Date: 09/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They refunded me promptly.  I appreciate that.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/25/2023

  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.

  Resetsmile offers a product that is similar to a retainer, but with teeth. If you are missing two or three teeth, or even one, they send you a kit which you use to take impressions of your teeth, upper and lower if you are missing teeth in each area, then you return it to them. You also take pics of your mouth to upload. I admit they refunded $150 (they said they would refund $200), but they have not sent me what I ordered. Initially they said I needed to redo my upper impression. I called them and told them there were only a couple of teeth on each side in the back and it was probably wishful thinking that they could make something to fill that gap. I asked for a refund for the upper ($200). Interestingly, they refunded $50 three times, not sure why. They said they would prepare the bottoms where I am only missing a couple of teeth in the front and not to send the second impression back to them. Whenever I tried to call back after that (it's been about six weeks ago) I am transferred to a recording that only allows me to send an email to them. It's been about five months since I started this "journey". I purchased both upper and lower teeth along with a warranty for around $1,000.00.

  Business Response

  Date: 09/14/2023

  Hi ********,

   

  We refunded the difference in price between the two arch and one arch monthly plans for each payment on your order. We were happy to hear in our last correspondence that your order was ultimately delivered to your satisfaction.

   

  Thanks for being a ResetSmile customer.