Complaints

This profile includes complaints for Brighter Image Teeth Whitening's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brighter Image Teeth Whitening

  2433 S University Dr Ft Worth, TX 76109-1145

• 

  Brighter Image Teeth Whitening

  100 Main St Fort Worth, TX 76102

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:06/27/2025

  Type:Order 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.

  Paid a down payment and applied for financing with msc after had a charge back on my credit card because of a scam alert for this company I then contacted the credit card company and told them it was a legit charge they honored it I was told because or the chqrgebqck they would no longer do business with them but I still owed the payments I never have received my product and now the ac count is on my credit report I have disputed several times and it's still on it it has damaged my credit and I would like to keep others from falling victim to this scam

  Business Response

  Date: 07/16/2025

  Please see attached response. 

• Initial Complaint

  Date:05/27/2025

  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 ordered a duplicate 2023 upper and lower veneers Feb. 03, 2025 . When I received the veneers the upper veneer was very loose. I called Brighter Image Lab and they request to return for adjustments. When the upper arch veneer returned I couldn't get it to go up in my mouth. I put baby oil and thought it would work and it didn't. I called Brighter Image Lab,once again back to the lab and returned I tried again and the same problem. The veneer couldn't go up. I called Brighter Image and explained " It's not original veneer 2023.and I want a refund, I spoke with ***** and she said " We don't Refund and I need to pay more money because I extended time." I paid for extended warranty for additional 2yrs. $****** . This has been an ongoing problem with this company. Brighter Image has caused me depression,emotionally damaged and ***************. I had to cancel a Church fellowship event and Mother's Day was ruin. I sat alone to eat from out of town guess. They were outside enjoying each other and my confidence was shattered . This has a long process,hoping this time would be the perfect fit like the2023 veneer. I am 72 years old and can't continue with this ongoing disappointment since I ordered in February has become a nitemare *********** much time wasted. I have been a client since 2018. People and businesses changing everyday and I don't trust this company Brighter Image Lab for any future services. I want Brighter Image to credit back on my *************** ***** $ ******* veneers and $ ****** extended warranty 2yrs. = $1407.00.

  Business Response

  Date: 06/20/2025

  Please see attached response. 

• Initial Complaint

  Date:04/04/2025

  Type:Billing 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 asked for a cancellation/ refund for my order in exchange for shipping back my unused and unopened impression kit to possibly get a refund. They denied my request stating that they cannot cancel my order because I have already retained the company to complete the work on your behalf, the process has already began once your initial impression system is shipped out. I shipped back the unused impression despite the answer. On march ******, I noticed my credit score significantly change because of late/ due payments I did not pay that was report by MSC development. In my understanding, I signed a contract for electronic payments to be automatically deducted of my bank account on a weekly basis. I was surprised to see that they reported me to have late payments/ due unpaid payments when I never got a notice via mail, email text or calls from them. The contract states, Provider will debit or deduct funds directly from my bank account for debts owed. Provider will not seek additional permissions for each payment, but will do so by authority of this document for the agreed term. Provider will attempt to resolve any 'duplicate' charges made in error or any erroneous charges due to bank account setup errors, by crediting my account. Provider will attempt to notify me if an alternative method for reimbursement must be arranged. No attempts of notifying me were done in the past few weeks. I did not receive any statements in any forms. This has greatly affected my credit score because they failed to inform me that they did not automatically deduct payments as stated on the signed contract that I have. They deny cancellation for services noted provided they also try to ruin your credit for reporting late payments that I was never made aware of.They are now asking me to settle by paying 40% of the said amount in the contract. They sent me an email stating that it was a final attempt for my due balance when I never even got any balance due notices ever since.

  Business Response

  Date: 04/28/2025

  Please see attached response. 

• Initial Complaint

  Date:04/01/2025

  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.

  Refuses to work with customer, will have product on hold and not release the product even with accounts current and payment up to date will say not in compliance. I am still making payments for a product that has not been received!

  Business Response

  Date: 04/28/2025

  Please see attached response. 

• Initial Complaint

  Date:03/05/2025

  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.

  OK so I fell for it and saw this on TikTok and wanted to get these done. I filled out the credit application to apply to see if I could get them and I didnt know that they had charged me $250 and I never received anything! They just took $250 out of my account and I reached out to him. This was almost a year ago. I just happen to be checking my balance because my account has been getting hacked and I noticed that brighter image lab had charged me $250 but I never received anything from them so Im trying to figure out why they charge me $250 and then when I reached out to customer service they told me that theres no refunds, but what did I get charged for? I never got anything! How are you gonna charge somebody for something that you never received! I never got a notice or anything that I was charged this money! I got nothing from brighter image lab and honestly I would love to get the veneers but Im trying to figure out why did you charge me $250 when I didnt receive a **** thing and then theyre gonna tell me no refunds for what?!?! I would love to get paid $250 to do nothing! They did absolutely nothing and charged me $250.. do you know how hard it is to have $250 nowadays to spend? That is total theft! and you know what if I dont get my money back or the item Im going to file a police report because I was never told I was gonna be charged $250 for absolutely nothing.

  Business Response

  Date: 03/18/2025

  Please see attached response. 

• Initial Complaint

  Date:03/05/2025

  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 purchased veneers snap on and paid extra for rush delivery of 150 and did my impressions and sent back and they said not good enough and sent more so I can redo and I sent back and again they said not good enough and I know they all were and I read reviews and many people say same thing that they keep saying not good enough and never send. I'm done I want my money. I paid 2000 for nothing. I will get my money back or I will go to court.

  Business Response

  Date: 03/18/2025

  Please review response attached. 

  Customer Answer

  Date: 03/18/2025

  Complaint: 22928342
  
  I am rejecting this response because:
  
  Regards,
  
  ********* Lovely

  he used at regular stamp this time so he can lie and say he never got it back. Shame on you for lying. I have proof and your goo going down! I will get my money you will see. a big LiE!!! Here is what they sent me to ship it back. It's a stamp. So go on and keep lying. I have videos. You are a thief and Attorney General will take your sorry a** down trust that.
  You have so many complaints and they are looking into them all and the reviews from people saying same thing. Best be careful cause you might end up in the biggest lawsuit you ever had.
  (This will alert the business that you are

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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 for a down payment of $642 in April 2024. Since I have been paying $33.95 weekly total $2,203 paid so far and 44 pymts to go. I was approved an adjustment twice but on the 2nd they refused to fix and my option was to go to original design or the 2nd design. I told them that wasn't fair because neither design fit correctly. I called Feb 8, 2025 to just tell them to go with design one so I wouldn't lose my money invested so far. They claim they called me 2 days later and left a vmail saying i had till Feb 21st to pay an additional $149.99 to complete or acct would be closed, which I never got the call or a vmail. I finally called today asking what was going on and they told me they werent doing anything and my account was closed. So I'm stuck with a $4, 741 bill total (I've paid $2203 so far) and no veneers because they have them and refuse to return them saying my account is closed

  Business Response

  Date: 03/17/2025

  Please see attached response. 

• Initial Complaint

  Date:12/16/2024

  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.

  After watching you tube videos and going to the company's website and seeing all these testimonials and the pictures of before and after I decided to give it a try. But what I received in the mail as a result is a severe misrepresentation of the quality of product I was expecting to receive. They offer 3 levels of quality and I decided to order the top tier quality veneers call the bil veneers. What I received doesn't align with my teeth and I cannot even fit them into my mouth. But the quality fo the veneer is similar to those vampire teeth you get out of a bubble gum machine. There is no way I would consider paying $4000 for these let alone $10. I have tried to complain to them and they are offering to rework and refit them but the quality of the material of the veneer looks like plastic which is what they say on their website that they are not like the others who sell you fake plastic teeth. The very first issue I had with them before even recieving the product was that they offered me a special to waive the $49 down and I still had it written in the agreement that I had to pay $340 but they ended up charging my bank $390. I let that go because it's so difficult to communicate with them because you can only email a ticket to the financing company. They try to act like they are separate companies but they share the same address. Then, in November I sent in a request to find out where are my veneers why haven't they shipped. the lady told me that there was a hold on my account because the $49 wasn't paid. I told her that I was told that would be waived but she insisted that my veneers wouldn't ship until that was paid so I paid it. Meanwhile they are debiting my account ***** weekly since October to the tune of ****** is what I have paid them so far. But now I don't want to do any more business with them because they are not a quality veneer like they say they are. I want a refund of $****** and finance contract cancelled.

  Business Response

  Date: 12/26/2024

  Please see our attached response. 

  Customer Answer

  Date: 12/27/2024

  Complaint: 22693562
  
  I am rejecting this response because: The teeth that I recieved did not even fit in my mouth. on a scale of 1 to 10 with 10 being a close fit they were a 1. They didn't even remotely resemble my teeth. Then, after reading review after review and even seeing that a real dentist even commented that you cannot accurately get an impression to make a proper veneer at home because they trays are not a one size fits all case, I realized my niavety in the situation. Then ****** tells me that they didn't even use my photos to make the impression. What did they use? It certainly wasn't my impression or they would have gotten closer than the tiny teeth that I recieved. They want me to return the veneer for what? You cannot adjust a 3d printed image. The whole situation is laughable except I am not laughing because they took advantage of me. And now they want to string me along with the premise of making adjustments while getting as much money out of me as possible. I am done with them and I want my money back and I want the agreement cancelled. I am going to a real dentist to have this completed not some scammer on the internet. They brag that they have helped so many people then why do they have an F rating? Why don't they have a physical business address not some basement in the **** of another business so they cannot be found?
  
  Regards,
  
  ******* *******

  Business Response

  Date: 01/17/2025

  As previously explained we will make any necessary adjustments per our terms and conditions. 

  Customer Answer

  Date: 01/17/2025

  Complaint: 22693562
  
  I am rejecting this response because:
  They are saying that they want to do something to the teeth they sent me? Really. The teeth they sent me after saying they recieved my impressions and had the pictures of my mouth? Those teeth would not fit into my 7 year old daughters mouth! They are that small! I am 63 250 lbs, come on! They said they would adjust those veneers that they sent me? They were made with a 3d printer!! That is impossible to adjust . Its like glass, once its formed its done. They would need to add a whole other set of teeths material, tops and bottoms, just for the volume alone. This place has scammed me and probably countless others. They want me to keep making payments to string me along and then tell me to kiss off when they reached a certain financial point. I dont have enough teeth to make veneers!. Lets just be honest. They know that! And if they were being honest and werent scammers. When they saw my pictures and my impressions they would of said sorry *** but we cant help you. Yet they saw my impressions and my pictures, i know they did because they sent me a email saying the recieved my pictures and my impressions and that they were starting to build my veneers and i would be getting them soon. They sent me these 99cent store fake prank teeth! What do they think people are going to react like when they send them these. These are cookie cutter made in ***** joke teeth. They obviously were not made from my impression or pictures. The insult when i opened the little tin can was like a big hand smacking me across the face. How can people be so cruel! How many others have been duped! This place need to be fully exposed.
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/10/2024

  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 the top of the line, Incredible Veneer for my upper arch on 1/16/2024. On 2/6/24 I received the impression kit. At some point in that month I sent it out to the lab. On 3/18/24, I received my Incredible Veneer. The veneer did not fit and would not go over my teeth. I felt a pop of one of my teeth and experienced pain. I immediately contacted the Lab and requested an adjustment to the veneer. The customer service woman was less than kind and bordering mean and rude, telling me I had to wear them for 3-4 days before they would adjust them for me. I told her I couldnt even get the veneer on!On 4/1/24 the lab received my old veneer. The new adjusted veneer was sent in 4/15/24. I tried it on when it arrived and that veneer didnt fit, hurt worse and looked a lot thicker and just like a plastic toy. I paid ******** for this piece of plastic that hurt to even try to put on. I wasnt ever able to wear it due to the wrong fit and pain it caused.The veneer is so fake looking, thick, white and shiny.I felt extremely taken advantage of when I opened the box. Especially since I paid for The BEST version they make! Supposedly they take your facial features and have some sort of software that looks at your pictures of your facial structure and aligns the veneers perfectly for you.Their marketing preys on dental insecurity, tugs at your heart strings, while you are shown the best of the best makeovers with models.I really bought into Bills promise of providing his customers with the best quality, look and feel of real teeth. A product that would look like my own teeth but better. I was wrong. The product hurt my teeth, and disappointed me as a customer.I am out of nearly ******* and they will not refund any of it.I suspect many, many more folks feel the same way as I do, after reading the reviews.Brighter Image Lab: I want my money back, and I will send you the ridiculous looking, painful, plastic veneer back that I could have bought on Amazon for *****.

  Business Response

  Date: 12/30/2024

  See attached response

  Customer Answer

  Date: 12/30/2024

  Complaint: 22668020
  
  I am rejecting this response because:
  The incredible veneers I paid for were supposed to be the thinnest and most transparent version you make.
  After the first set was sent back to be adjusted, the second set you sent to me was even thicker and more ridiculous looking than the first. It was obvious to me that the veneers were not up to my standards that I was led to believe in from your marketing and I was scammed.

  I want my money back, even though your policy stated its non-refundable. You state this is no fault of your own in regards to the veneer not working for my mouth. Whose fault is it? Its not mine. The plastic toy you sent to me is ridiculous and there is no way its worth half the money you charged me for it let alone the full amount.

  your still in business after 20 years because you havent been forced to refund money back to people that the veneers didnt work for. Honestly, I think you make different veneers for marketing than the ones you sent to me. Its just ridiculous to think that your company would expect someone to wear what you sent to me. They look like horse teeth they are so thick and uncomfortable. 

  i am not going to stop pursuing my refund. 

   

  Regards,

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

  Business Response

  Date: 01/17/2025

  As previously responded please review our terms and conditions and our attached response. 

• Initial Complaint

  Date:11/05/2024

  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.

  Im reaching out to formally request assistance from a supervisor regarding a recent incident with my account. I initially contacted Brighter Image Lab because I received confusing emails regarding unauthorized charges and payment confirmations, which led me to believe there may be a security issue. However, during my call, the representative I spoke with was unwilling to investigate these emails or check my account for any irregularities. Instead, I was redirected to the finance company, even though this was not a finance-related concern.Throughout our interaction, I communicated respectfully and sought further assistance by following up multiple times, hoping to have my concerns addressed. Unfortunately, I was repeatedly denied any escalation or resolution, which has left me feeling unheard and unsupported.Due to this experience and after reviewing other customer feedback, I can see that I am not alone in expressing frustration over the rudeness of your customer service team. I have filed a complaint with the Better Business Bureau (BBB) and intend to pull the business license to address this matter with the companys owners. I believe this situation may represent a violation of my rights as a customer; I did not engage in any behavior that would warrant denial of service, such as threats or name-calling, and was met with disrespect rather than assistance.Please confirm that this message will be escalated to a supervisor or a member of management who can offer a fair resolution. I would appreciate the opportunity to resolve this matter and gain an understanding of why my initial concerns were not investigated.

  Business Response

  Date: 11/27/2024

  Please review our attached response.