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:07/27/2025

  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.

  We started with Alignerco. over a year and a half ago for our two teenagers. We paid in full for the treatment for both of our children. They sent the materials and we scheduled our zoom meeting, completed it, sent it back. Simple enough. From there it has been an absolute nightmare. We received ONE set of trays within a few months. After that, with the use of their very low quality app, we uploaded photos as asked, scheduled meetings to find out why they couldnt accept our photos and repeated this process about 10 times. Month after month went by just trying to get past this step. Finally they admitted they actually lost both of our kids treatment plans and we would have to start over. From scratch! Imprints and all. This was one entire year from the date we paid for the service and we never received the service. Our kids are 16 and 18 and we are starting at square one. Phone conversation after phone conversation I realized they are reading a script to promise you will be taken care of with top priority for your case file. Each point of contact spoke little English as I believe this business contracts out entirely. The calls are all difficult, poor service, broken English, dropped calls, lots of call center noise. We agreed to starting over service with a scheduled zoom meeting as frustrated as we were after a year and a half of being on the phone with them and trying so hard to be patient. I scheduled the zoom meeting over the phone and they never scheduled it on their end. I had to face at that point that this was a scam and we would never receive our services for our children. They took the money and ran. I have a well documented case, filed a report for fraud and am working hard on getting this made right but I need help. So many people are being scammed by this business if you check the reviews. Its so sad they continue to get away with this.

  Business Response

  Date: 07/27/2025

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing as ******, the ********** ******* at ALIGNERCO, in response to the recent complaint we received. I want to assure you that we take all customer concerns seriously and are committed to resolving this matter to the best of our ability.
  
  First and foremost, I would like to extend our sincere apologies for any inconvenience the customer has experienced throughout this process. Ive carefully reviewed the case, and I understand the frustration caused by the delay in receiving the necessary aligner steps and the repeated requests for pictures.
  
  While a refund is not possible at this stage due to the customer being outside the refund timeframe, we are committed to providing a resolution. We offer free refabrication of the aligners with a 3D scan at no additional charge, along with a $100 discount on the treatment.
  
  To further assist with this issue, I encourage the customer to reach out directly to ***** ***** at ************************************** who is the designated representative handling the resolution process and will be able to provide the necessary support moving forward.
  
  We are dedicated to resolving this matter promptly and ensuring that the customers concerns are fully addressed.
  
  Best regards,
  ******
  ********** *******
  *********

• Initial Complaint

  Date:07/23/2025

  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 am writing to formally express my extreme dissatisfaction with the service Ive received from AlignerCo.When I signed up for your aligner treatment, I was promised timely delivery and a smooth process. Instead, I have experienced delays, misleading communication, and poor customer service. After waiting far beyond the expected timeline, I was finally sent the first aligner, with instructions to wear it for 10 days. When I followed up after those 10 days, I was informed via email that the rest of the aligners wouldnt be sent for another 3 weeks. This is completely unacceptable.Throughout this process, your customer service team has blamed me, claiming that I should have canceled within 24 hours of purchasesomething no customer would realistically do before knowing how poor the service would be. To make matters worse, Ive spent hours on the phone with representatives who clearly struggle with English, making communication difficult. Every call ends with the same frustrating response: I understand, **** dont worry, I will see what I can do, followed by Unfortunately, there is nothing I can do.Your company refuses to send the aligners on time, wont cancel my order, and wont issue a refund. This is deceptive, unethical, and completely unprofessional.AlignerCo needs to stop making promises it cannot keep, or shut down completely. I expected a reliable treatment plannot a runaround and finger-pointing. Im demanding that you:1.Send the remaining aligners immediately,2.Or issue a full refund for the incomplete service.

  Business Response

  Date: 07/27/2025

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am ******, the Operations Manager at ALIGNERCO, writing in response to the recent complaint we received. Please rest assured that we take all customer concerns seriously and are dedicated to resolving this matter to the best of our ability.
  
  First, I would like to sincerely apologize for any inconvenience the customer may have encountered throughout this process.
  
  Regarding the issue raised, ***** *****, a representative from our team, confirmed that the refund has been approved and will be processed to the original payment method within 7 to 12 business days. However, we have not yet received any reply from the customer to the email. For any further assistance or inquiries, the customer is encouraged to contact ***** ***** directly at ************************************** where he will be happy to offer additional support and address any remaining concerns.
  
  We are committed to resolving this matter swiftly and ensuring the customers concerns are fully addressed.
  
  Best regards,
  ******
  ********** *******
  *********
  
  

• Initial Complaint

  Date:07/22/2025

  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.

  Alignerco is a company that makes invisible alligners to straighten teeth.Reached out to this company for information about their services months ago.The company at the time seemed informative & legitimate, so I chose to go to their ***************** to have impressions made for the alligners for my Teeth. They said by coming to them & having them take the impressions would speed up the process of the order. I was charged an additional $100 for them to take the impressions. This fee seemed fair To me at the time, due to them explaining that many people who do it at home on their own may have to redo the entire impression mold.An additional reason for traveling to their location & having them do the impression was that the sales team assuredl me not only would the impressions be done correctly The wait time on the alligners would be much shorter. I would expect them in no more than 6 ******** has been MONTHS. I STILL HAVENT received the Alligners!I have placed numerous calls to the company & keep getting a run around Today I reached out & they are claiming that they need to verify my address.This has been done numerous ******** addition I have stated that my mailing address is the same as my billing address.Which they are quite aware of from many conversations along with them collecting their money for the product that I STILL DONT HAVE.I have wasted so much ************ with this company!I am requesting from BBB to not only Report them to Protect other customers, I would like A FULL REFUND ALONG WITH COMPENSATION FOR MY ******************** could have had braces on by now & the straightening of my teeth could already be in *********** so upset & disenchanted with this company Please help me receive a full refund &Help others by taking note to their poor business management.********* ******** *************

  Business Response

  Date: 07/27/2025

  Dear Better Business Bureau,
  
  I hope this message finds you well. My name is ******, and I am the Operations Manager at ALIGNERCO. I am writing in response to the recent complaint we received and want to assure you that we take all customer concerns seriously. We are fully committed to resolving this matter to the best of our ability.
  
  I would like to extend our sincere apologies for any inconvenience the customer has experienced throughout this process.
  
  Regarding the address verification, weve made several attempts to confirm the shipping address with the customer. While we understand that the customer has indicated the address is the same as their billing address, we require explicit confirmation to ensure the shipping details are accurate and avoid potential delivery issues. Our billing and shipping departments are separate, and verifying the address helps us prevent any possible errors. We have previously sent the address on file for confirmation but have yet to receive a response.
  
  Please rest assured that we will now ship the aligners to the address provided at the time of the order and it says it is same as billing address. 
  
  As per our policy, a refund is not possible at this time, but we are fully dedicated to fulfilling the order promptly and providing the best service possible. We greatly appreciate the customer's patience.
  
  Thank you for your understanding.
  
  Best regards,
  ******
  ********** *******
  ALIGNERCO
  
  

• Initial Complaint

  Date:07/22/2025

  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.

  My retainer purchased through Alignerco broke, it took them quite a while to send me my replacement. First they told me they would replace the retainer for free if I left positive reviews on their social accounts. I left the reviews, and when I told them so they charged me anyway. The customer service is sooo bad at that point I just wanted my retainers, so I paid for them. That was in February. In March they finally sent them. Now we are in July, 4 months later, and the retainers are breaking. I emailed them again, and they told me I could pay for another pair. I JUST BOUGHT THEM! LESS THAN 6 MONTHS AGO AND THEYRE ALREADY BREAKING?!? The customer service is pathetic trash, the product is pathetic trash, I have zero faith in this Company at this point and would tell anyone to avoid entirely. I still need a retainer that isnt breaking and that will last MORE THAN 6 MONTHS! They need to send me another retainer, because now I have to find a new dentist to take new teeth casts and make me an actual quality retainer since they are apparently incapable of doing the one thing theyve been paid to do.

  Business Response

  Date: 07/27/2025

  Dear Better Business Bureau,
  
  I hope this message finds you well. My name is ******, Operations Manager at ALIGNERCO. Im writing in response to the complaint filed regarding the retainers purchased by the customer.
  
  We take all customer concerns seriously, and I would like to address the issues raised in her complaint.
  
  First and foremost, I sincerely apologize for any frustration or inconvenience the customer has experienced. Upon reviewing her case, I would like to clarify that the correct retainers were delivered, and as a gesture of goodwill, we provided her with a discounted price of $50 instead of the regular $99 for the replacement retainers. Our retainers are made of durable material, and we strive to ensure their longevity. However, wear and tear can vary depending on usage and maintenance, as retainers are designed to last longer when properly cared for.
  
  That said, we are more than willing to offer the customer a new retainer at the same discounted price of $50, in order to resolve this matter to her satisfaction.
  
  We are committed to providing our customers with the best possible service and want to make sure she continues to have a positive experience with ALIGNERCO. Please feel free to contact us to confirm if she would like to proceed with the new retainer.
  
  Thank you for your understanding and for giving us the opportunity to address this concern. We look forward to resolving the matter as quickly as possible.
  
  Best regards,
  ******
  ********** *******
  ALIGNERCO
  
  

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  After researching several teeth aligner companies, I chose Alignerco. They reviewed my impressions, confirmed they could straighten my teeth, and sent image projections of the expected results. Satisfied with those images, I paid $740 for their 15-step treatment.However, after completing the plan, my teeth did not match the projections. When I contacted Alignerco, they told me I needed a refinement programfor an additional $170. Though I expressed concern about what felt like a bait-and-switch, they assured me their experts had reviewed my case and that the refinement would deliver the promised results.I followed all instructions, submitted new impressions and photos, and completed the 8-step refinement. Throughout, I voiced concerns that the aligners werent working as projected but was repeatedly told to trust the process. After completing the refinement, my teeth remained noticeably misaligned.When I raised this with the company, they dismissed my concerns and told me Id need to pay another $200 for yet another refinement. I asked them to either provide it for free or issue a refund given my good-faith efforts and their unfulfilled promisesbut they ignored that and again pushed for more money.

  Business Response

  Date: 07/27/2025

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing as ******, the Operations Manager at ALIGNERCO, in response to the recent complaint we received. I want to assure you that we take all customer concerns seriously and are committed to resolving this matter to the best of our ability.
  
  First and foremost, I would like to extend our sincere apologies for any inconvenience that the customer may have experienced throughout this process.
  
  Upon a thorough examination of the case, it is important to clarify that the customer successfully completed the initial treatment. Subsequently, the customer expressed a desire for refinement, and we accommodated this request by offering a discount to facilitate the process. 
  
  It is worth noting that the customer has now requested an additional refinement, even though our aligners have effectively fulfilled their intended purpose. We advised the customer to place an order for refinement if further alignment was desired, which ultimately led to the filing of this complaint. We believe this course of action is consistent with our commitment to customer satisfaction.
  
  Throughout the entire treatment journey, the customer received comprehensive care from us, and our dedicated customer support team was readily available to address any inquiries or concerns. Furthermore, in adherence to our established policy, the customer's current request falls outside of the designated refund timeframe, making it inappropriate for a refund to be granted.
  
  We hope this detailed explanation clarifies the situation at hand, and we remain dedicated to ensuring the customer's satisfaction with our services.
  
  Best Regards,
  ******
  ********** *******
  ALIGNERCO 

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Justins response is riddled with inaccuracies. First, a simple comparison between the current photos of my teethparticularly teeth #**, *****, and 26and the image projections Alignerco provided makes it clear there is a significant discrepancy. Second, I never requested the refinement program. It was something your team pushed, despite my clearly stated skepticism that refinement could correct the crowded lower teeth your initial treatment failed to fix. I was told by your representative, ***** ******, that your experts had reviewed my case and were confident the refinement would resolve the issue. I agreed to proceed in good faith, trusting your teams professional judgment,with the understanding that you would also act in good faith if it didnt work.

  Justins claim that the aligners have effectively fulfilled their intended purpose is not only inaccurateits absurd. If your team had been honest from the start and told me that straightening my lower teeth wasnt possible, I would have appreciated the transparency and gladly paid for the initial impression kit. But instead, you sent projections that misrepresented the expected results and had me sign off under false assumptions.
  
  For Alignerco to now claim its too late for a refundafter stringing me along with misleading projections and false assurancesonly reinforces how deceptive this entire process has been.
  Sincerely,
  **** ******

  
  
  
  
   
  

• Initial Complaint

  Date:07/13/2025

  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.

  In late May 2025, I purchased a treatment plan from ALIGNERCO and was promised express shipping of my impression kit. The shipping was extremely delayed and mishandled, with tracking showing it bouncing across multiple states for weeks. During that time, I repeatedly contacted ALIGNERCO requesting a refund and return label, as I no longer felt comfortable doing business with them. They stalled my requests, ignored my refund attempts, and later claimed I missed the 2448 hour cancellation window even though I was still waiting for the kit to arrive.Eventually, I did receive the impression kit, but I never opened or used it. I made several attempts to return it, and each time ALIGNERCO either ignored the request or tried to offer discounts instead. I never received the aligners, never started the treatment, and clearly communicated that I wanted to cancel and be refunded.I opened a dispute with Affirm, which was partially refunded but ultimately closed in favor of the merchant. Ive since had to dispute the remaining charges through my bank.All I am requesting is a full refund for a service that was never completed and that I made every effort to cancel. This experience has caused me unnecessary financial and emotional stress. ALIGNERCO has made this process intentionally difficult and I would not recommend them to anyone.

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  Im ******, the ******* ** ********** at ALIGNERCO. We apologize for the delays which was due to issues with the courier service.
  
  At this point, the customer has received two impression kits. However, as the request for a refund is outside our policys timeframe, we are unable to process a full refund. We did offer a $200 discount to continue with the treatment, but a full refund is not possible.
  
  For further assistance, the customer can contact ***************************************************************.
  
  Thank you for your understanding.
  
  Regards,
  ******
  ******** **********
  *********

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for forwarding ALIGNERCOs response. I am not satisfied with their resolution.
  
  
  ALIGNERCO repeatedly failed to deliver on their promises. I was told I would receive my impression kit with express shipping, yet it took over two weeks to arrive. During this time, the package was misrouted across multiple states, and I contacted them several times asking for help. I also requested to cancel the order and return the unopened kit, but I was ignored, stalled, or redirected without being provided a return label or proper support.
  
  
  To be clear, I tried to initiate a return within a reasonable timeframe, but ALIGNERCOs customer service kept delaying the process until their refund window had passedthen claimed I no longer qualified. I never received my aligners and no service was performed. All I asked for was a fair refund for services I never received.
  
  
  Their offer of a $200 discount is not a solution. I have lost confidence in this company and simply want to end the relationship and receive my money back.
  
  I also want to emphasize that I never received the actual aligners, which is the core product I paid for. Even if I were to continue the process, Ive completely lost trust in this company due to the delays, poor communication, and their refusal to process a fair refund. It wouldnt make sense for me to continue paying for something I havent received and no longer feel confident I ever will. Im simply asking for my money back for a service that was never fully delivered.
  
  
  
  I respectfully request that the BBB help me obtain a full refund for this failed service.
  
  
  Sincerely,
  ***** ******
  
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/20/2025

  Dear Better Business Bureau,
  
  Thank you for your prompt response. First, we sincerely apologize that our previous response did not fully resolve the issue.
  
  This complaint has come to my attention, and I am committed to doing everything I can to resolve the matter. We shipped the order on time, and the issues the customer faced were due to the courier. When the customer first notified us, we took immediate action by tracking the parcel, which was still in transit. After the customer complained again, we sent a second kit, by which time the first kit had already been delivered. The second kit was also successfully delivered, leaving the customer with two kits.
  
  The customer also chose a financing option, and when they requested a refund, it was beyond the allowable time frame. However, understanding that they no longer wish to proceed, we are willing to work with them on their request. The customer is encouraged to email us directly for further assistance, as we have been actively supporting them via email. Unfortunately, they chose to file a complaint without corresponding with us first.
  
  We respectfully request the closure of this complaint, as we are providing the appropriate support to the customer.
  
  Thank you for your understanding.
  
  Kind regards,
  ALIGNERCO

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dear Better Business Bureau,
  
  
  I am writing to formally summarize my experience with AlignerCo and to explain why I am requesting a full refund for services that were never rendered.
  
  
  I placed an order with AlignerCo and paid via Affirm. After making my initial payment, I received an impression kit in the mail. However, due to long delays and poor communication from the company, I never submitted any mold of my teeth. I had concerns about the professionalism and reliability of the process and ultimately decided not to proceed.
  
  
  AlignerCo later sent a second kit, , but by that time I had already made it clear I wanted to cancel and had reached out about a refund. Months had passed, and I had still not received aligners or any updates about treatment. Again, no aligners were ever created or shipped, and I never used or submitted either kit.
  
  
  When I opened a dispute through Affirm due to this unresolved issue, AlignerCo responded with manipulative tactics. They pressured me to cancel the dispute in exchange for a partial refund, offering to help only if I closed the complaint. They made multiple attempts to get me to drop the case first, which felt coercive and unethical. I have documented emails showing this behavior.
  
  
  AlignerCos BBB response falsely claims they shipped the order on time and that I received appropriate support. In truth:
  
  
  I never received aligners.
  I never began treatment.
  I never submitted any impressions.
  The only thing I received were two impression kits, which were never used.
  
  
  
  
  Their justification for only offering a partial refund is unacceptable, as no custom product or service was ever created for me. Their handling of my concerns was dismissive and exploitative, and they refused to take full responsibility for the delays and breakdown in communication that caused this.
  
  
  I respectfully request a full refund of the entire amount I paid through Affirm, as I received no treatment and no product beyond two unused kits. I am also requesting that Affirm review their tactics during the dispute process, as the company attempted to manipulate and intimidate me into dropping my claim before helping.
  
  
  I have attached all evidence, including emails, timelines, and screenshots to support my claim. Especially the one that I received by them on July 20th confirms that AlignerCo is refusing to issue any refund unless I first close the Affirm dispute. It also shows they acknowledge the impression kits were unused. I never received any treatment, and their demand to cancel the dispute before a refund is coercive and unethical.
  
  
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  ***** ******
  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/10/2025

  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.

  Purchased aligner package in Jan 2025 for $804.95 and have been making monthly payments of $79.79 ever since through ****** Found great reviews after researching; comfortable with starting the process Was encouraged to make a trial impression with the materials and email a picture. I was advised that I did the impression wrong but I would assisted in upcoming virtual session Had trouble making useful teeth impressions for the creation of my actual aligners in virtual session as well; had to wait months for availability for that virtual session and the next one (extra materials were shipped to me for the next one)Realized I am not a good candidate for this virtual process and reached out to cancel future payments via ************** on 7-8-25; offered to ship back additional unused materials *** could not confirm the cancellation of my payment plans and advised a different customer *** will reach out to me via email A resolution specialist, ***** *****, emailed me on 7-9-25 offering to reschedule a virtual appointment with an expert to help me make the teeth impressions I ***lied the same day saying I dont want to move forward with the process anymore and I want to cancel my purchase ***** ***lied back suggesting I drive to one of their digital scan locations instead of confirming the cancellation of my future payments The AlignerCo team has been avoiding my request to cancel my order, which is alarming and frustrating. I feel as though I have the right to change my mind. I am not requesting a refund, but rather a cancellation of future payments since I no longer want to use the service. No one has stated it is against the policy I agreed to, to cancel the purchase.

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  My name is ******, and Im the Manager of Operations at ALIGNERCO. This complaint has come to my attention, and I want to do my best to resolve this matter.
  
  At the outset, I apologize for any inconvenience caused. Upon reviewing the details of the case, I would like to clarify that AlignerCo has been actively assisting the customer with her request. ****** ***** has been in direct communication with our Resolution Specialist, ***** *****, who is handling the case.
  
  ****** has provided the necessary information regarding her payments and the next payment due date. ***** is working with her to address her concerns. We kindly ask for ****** to continue corresponding with ***** directly at ************************************** as he is best positioned to resolve the situation.
  
  While we are committed to working with ****** and addressing her concerns, its important to note that her request falls outside the standard refund timeframe. That said, we are still making every effort to support her and resolve the issue in line with our policies.
  
  We appreciate your understanding and thank you for allowing us the opportunity to clarify the situation.
  
  Sincerely,
  ******
  ******* ** **********
  *********

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As ****** mentioned, I have already provided the information ***** requested about my Affirm payments to AlignerCo. I havent heard from ***** since July 11th. If this message can be forwarded to ****** somehow that would be great.
  
  As mentioned several times now, I am not seeking a refund. I am simply wanting to cancel future payments. I do not want to do business with AlignerCo anymore. I shouldnt have to do reach out to the BBB to do so. This is getting more frustrating as the time goes on.

  
  
  
  
  
   
  

  Business Response

  Date: 07/20/2025

  Dear Better Business Bureau,
  
  Thank you for your prompt response. First, we sincerely apologize that our previous reply did not fully resolve the issue. I would like to confirm that ***** ***** has provided the correct support and is actively working on the resolution provided to the customer.
  
  We respectfully request the closure of this complaint, as we are offering the appropriate support to the customer.
  
  Thank you for your understanding.
  
  Kind regards,
  ALIGNERCO

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ***** advised me that my account will be closed once a refund is processed within 7-12 business days. However, my next payment is on July 26th. Its unfair that I still have to make another payment on this program after an agreement has already been made to close my account. Im hoping something can be done about this upcoming payment. ***** has not replied yet and I do not feel as though this claim has been remedied, so I would like to keep this BBB claim open.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/09/2025

  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 am here to create a formal complaint against AlignerCo. I have worn aligners up until Step #9. The last few steps #7-9 were in so much pain and were not fitting properly on my teeth. I was told I will be charged an extra $400 to recreate molds and new fittings. I said I did not get what I paid for. I will be disputing the charges and getting my money back because I have only gotten up to step #6 that I was actually able to wear all the other steps were unbearable. I have reached out many times and called many times. This company is known for weird sales tactics to always try to get money from me and I am sure others as well. Please advise something is up with this company. I do not believe I was treated right and I refuse to pay more as I did not get what I was promised it's a total mess. I want it to be on record poor experience and be aware be careful with this company. Somethings are very off. I am ok with just the remaining aligners but they dont want to even do that. I am requesting now a full refund and do not want anything to do with this company. Just a mess and a bunch of stress in the end.

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  I am the ******* ** ********** at ALIGNERCO, and I have reviewed the complaint submitted. First, I want to apologize for the frustration this situation has caused.
  
  While the customer did receive the correct product as per the treatment plan, we understand the concerns raised about discomfort with steps #7-9. We offered a discounted redo of the aligners for $400, which included waiving the studio appointment fee, to resolve the issue. Unfortunately, the customer is now outside our refund timeframe, and as such, a refund cannot be processed.
  
  However, we have provided the best possible resolution based on our policies, and we remain committed to assisting the customer. For further assistance, we encourage them to reach out to our Resolution Specialist, ***** *****, at ***************************************************************.
  
  We appreciate your attention to this matter and remain hopeful that we can resolve this issue amicably.
  
  Regards,
  ******
  ******** **********
  *********

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here]

  
  

   The solution provided by Alignerco is not a solution. They are demanding more money. They have a scam going on it looks like. They don't honor their commitment to providing a product and service that the customer pays for. Now I am stuck with aligners that I cant even use and did not do anything with my teeth. I request a refund fully for all the time and wasted energy. It's absolutely horrible what I had to go thru in regards to this. I will pray for them and what I had to go thru and pray that no other person will go thru this. $720 down the drain. I am still disputing with my bank and I am willing to return everything because it is useless and no good for me. They do not fit. 

  I want to include this in the complaint because hopefully others won't get scammed and taken advantaged of like I feel I was. Totally not cool and not the right thing I experienced with this company. They should be looked into for bad business practices because this can not be right and OK moving forward. 

  Please notate this in my complaint and be made public to all. 100% not satisfied and others should be aware of their shady business practices. 

   

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/08/2025

  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 am filing this complaint to ALIGNERCO because I am being refused a refund before treatment even started. I paid ALIGNERCO $795 on April 22nd, 2025. I did the impression kit and got my first tray on June 20th for a fit check. I was told that it was ill fitting and that I would need to go through the entire process again. On top of that, I had to start immunosuppressants for an illness. I let them know that I was no longer a candidate for aligners due to immunosuppressive medications (fungal/bacterial infection risk) and that I wouldnt be able to start my aligner journey and requested a refund. I was told that I had two options:1. They would keep my money and I would do aligners at a later date.2. I could transfer that credit to someone else so they could get aligners.I told them that I wanted my money back as I havent started treatment and did not receive a useable product so I would just like my money back. I havent heard back from them.

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  My name is ******, and I am the ******* ** ********** at ALIGNERCO. I appreciate you bringing this complaint to my attention, and I am committed to resolving this matter.
  
  First, I sincerely apologize for any inconvenience or frustration this situation has caused. After reviewing the case, I can confirm that ALIGNERCO offered a refund in line with our policy. We have been in communication with the customer and provided multiple options to address their concerns. The customer has accepted the offer to process the refund, which will be done according to our standard procedures.
  
  We are working to ensure the refund is processed as agreed, and I believe this will resolve the issue to the customers satisfaction. 
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******
  ******* ** **********
  *********
  
  

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I have not been refunded.

  Alignerco also told me that they would not be giving me a full refund and stated that I would need to pay 20% for a service fee on top of $59.99 for the impression kit. This is over $200 for a service I did not receive. I am okay with paying for the impression kit as I used it, but 20% of almost $800 is an insane amount for a service fee (which is not stated in their refund policy at all).

  I addressed this with ***** at Alignerco who said the lowest they can go for a service fee is 15% which is still ridiculous. I am looking for a full refund minus the $59.99 for the impression kit in order to close this matter.

  ******* ****

  
  
  
  
   
  

• Initial Complaint

  Date:07/01/2025

  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 purchased clear aligners from AlignerCo through their website (******************************). After reviewing the treatment plan (smile projection), I was dissatisfied with the results and notified the company in writing that I did not want to proceed. I made it very clear via multiple emails and a live chat that I was not interested in continuing and requested a refund.Despite several follow-ups over the course of multiple weeks, AlignerCo has refused to issue a refund. Instead, I have been repeatedly offered discounts or alternative solutions that I clearly declined. I was told by both their email support and live chat agent (Ele) that only the resolution team could issue a refund but I have not received any calls or actionable communication from them. I was promised emails, then calls, then soon, but no refund has been processed.This has resulted in significant wasted time and stress, as well as financial loss. I have all the correspondence saved as evidence. I believe this is deceptive and unfair business practice, and I am reporting them for refusing to honor a refund request for a service I did not use.

  Business Response

  Date: 07/07/2025

  Dear Better Business Bureau,
  
  My name is ******, and Im the ******* ** ********** at ALIGNERCO. This complaint has come to my attention, and I want to do my best to resolve this matter.
  
  We sincerely apologize for the frustration and inconvenience caused. After reviewing the situation, I understand their concerns and I want to assure you that we are working to address their refund request.
  
  For further assistance, the customer should reach out to ************************************* directly, where our team is actively managing their case.
  
  Thank you for your understanding.
  
  Best regards,
  ******
  ******* ** *********** *********

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have not yet received the refund, even though it was promised.
  I object to the $71.77 deduction as it was not disclosed at time of purchase and is not standard or justified.
  I am  pursuing this via formal dispute resolution due to unacceptable delays and lack of transparency. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 07/13/2025

  Dear Better Business Bureau,
  
  Thank you for your continued attention to this matter. I would like to address the recent concerns raised by the customer.
  
  We want to clarify that our refund policy is fully transparent and is readily available on our website. As agreed, the refund was processed, and we retained a charge of $59.99 for the impression kit that was used by the customer. Additionally, we covered the loan approval fee associated with her Affirm financing. The refund was issued in line with our policies and was sent to her original mode of payment, Affirm, as confirmed in the previous communication.
  
  We believe that the complaint is not warranted, as all actions taken were in accordance with our policies, and the matter has been resolved in a timely and transparent manner. We respectfully request that this complaint be closed, as the issue has been properly addressed.
  
  Thank you for your understanding and assistance.
  
  Best regards,
  ******
  ******* ** *********** *********
  
  

  Customer Answer

  Date: 07/14/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** ****