ComplaintsforAlign Technology Inc

Dental Supplies

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Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I traveled back and forth from **********, AL to *******, ** after beginning an implant in *******. My temporary fell out. My daughter took me to ************ Studios Dentistry at ********************************** to get help from her dentist. Dr. ******* *** **** took an x-ray, convinced me to invest in Invisalign braces and to have a surgeon to correct the implant placement from the dentist in *******. I didn't know she was not the owner of the company, but was a part-time dentist until I was given an appointment on a day she was not scheduled to work after an 11 drive from ******* to *****. Due to unpreparedness for an impression for two implants, though the office was notified, another drive was wasted. There were additional delays which lead to my teeth becoming crooked while waiting for an impression for the Refinement Braces. Dr. *** left the facility to pursue another endeavor. I am stuck with a crooked smile, overlapping teeth, wasted money and a question about how such a dentist became eligible to provide Invisalign treatment?Invisalign ********** will not coordinate with any local dentists to help me get an impression and braces to correct the damage done by their sales representative, Dr. ******* *** ****, though I have called the 3 phone numbers given. I have been on hold for 45 minutes while typing this complaint. I also sent an message in the My Invisalign app. Please help me find a compassionate dentist or orthodonist to help me without charging me all over again. I am still eligible for treatment with the second set for refinement. I just don't want refine crooked teeth.
Business response
11/11/2024
November 11, 2024
Better Business Bureau
Complaint Department
************************************************************************************

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. It is important to note that, while we manufacture the Invisalign System Aligners and Retainers used for treatment,we are only a vendor. Our products are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology*****. (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions. The doctor does not work for us, so any concerns related to the handling of a patients treatment should be addressed with the doctor or through the appropriate reporting channel.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid for and received Invisalign treatment starting with ****** ***********. Around a year into treatment, Dr. ****** retired in the middle of the workday and left his practice. Invisalign shuffled me to a couple others such as Suburban Orthodontics to receive continued care, but was never properly set up as their patient. They eventually refused to continue treatment and sent me back to ******************* which was now open one day per month with a different dentist filling in. They were unable to give proper treatment and never issued my retainer. My general dentist was able to get a makeshift retainer, but it has since broken. I have filed contact forms on Invisalign's website at least five times and have not heard back once. I am just trying to get a proper aligner before progress made is lost.
Business response
10/01/2024
October 1, 2024
Better Business Bureau
Complaint Department
************************************************************************************

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
We will reach out to the consumer regarding his concerns to assess any support needed; however, we will not be able to address any details regarding resolution of a patients concerns through a public forum.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Our practice purchased an Itero machine in 2019. The company, without informing us, changed their policy in 2023 stopping the resale of the machine. The company will not buy the machine back, and will not allow us to use the machine without paying them an outrageous some every month. The reps for the company have continuously and maliciously lied to us on the phone about the companies policies. DO NOT DO BUSINESS with them. Dental practices need to band together and boycott this immoral company.
Business response
08/01/2024
August 1, 2024
Better Business Bureau
Complaint Department
************************************************************************************

RE: Complaint ID #********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case. Please note that the iTero Intraoral Scanner is manufactured by Align Technology; it is not a separate company.
Given the sensitive nature of these complaints, we ask that the customer contact us directly regarding his concerns so that we can better address the issue and clarify the terms of the contract. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our contracts with individual clients.
The customer can contact iTero Support at **************** between the hours of 5am-5pm PST,Monday-Friday. He can also e-mail us at ******************************************* and we will be happy to arrange a time to call him.
Thank you again for bringing this concern to our attention.
Sincerely,
*************************
Invisalign North ********************* Team
Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I brought in my daughter, *********************** to ********* Smiles Orthodontics ************************************* to do her Invisalign back in 2020. She has been consistently going for the changes and appointments. She missed her October 2022 appointment due to AP classes and extracurricular activities. However, she still wears her invisalign daily since. I called the office to set up an appointment last month and the office manager told us that she needed to pay (approx $2K or so) for the visit as its been almost 2 years since her last visit. The office manager said that its the policy of Align that there is a certain time period. How is this so? She went for her invisalisn at age 15 or so and she is currently 17. It's not that her teeth changed so much that it needs to be re-aligned. Her teeth did not change much as she still wears the last Invisalign daily, We paid almost $5K for the complete treatment (most of which goes to Align Tech your company I was told). When she did not attend the appointments, no work was done. Now she would like to continue with it, and we are told that the treatment has passed. We paid for the treatment and she still continues to wear the invisalign even when she stopped with the appointment so it should be fine to continue with the treatment plan with no extra charges. Please do the needful and allow us to continue treatment without the extra charges that you will charge ********* Orthodontics as was told to us.
Business response
07/24/2024
July 24, 2024
Better Business Bureau
Complaint Department
*******************************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the policies regarding treatment compliance and timelines must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions for their patients and their office.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I spent $6,000 on treatment that was estimated to ***********-12 months. After 18 months my lower teeth were barely changed and still very bad. Because I wore the braces for an addition 8-12 months they also caused gum recession which so am now getting treated. My treatment plan with Invisalign is through 2025 according to the provider Dr ************************** After nearly an EXTRA year of braces I had no choice but to complete what I had and get retainers as I had to have an upper tooth removed and bridge. Invisalign did nothing but cause more dental problems and unnecessary pain and cost and worst of all health issues. Invisalign and the doctor both approved and confirmed success which failed miserably. Invisalign and the provider took payment KNOWING my lower teeth would never improve at all. This was verified by two orthodontists who said theres no way my lower teeth would be straight without removal of a tooth as there was no room to straighten. So both ********************* and Invisalign took payment, made promises and kept lengthening my treatment causing more NEW issues all whilst knowing my lower teeth would never correct.
Business response
07/22/2024
July 22, 2024
Better Business Bureau
Complaint Department
*******************************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an Invisalign cleaning device in mid-January and attempted to return the device via the instructions on the Aligntech website.There was no response until I opened up a dispute with my credit card. They were responsive when it came to returning the device (providing a return label) but continue to dodge communication with me when it comes to the refund.They provided a phone number to call, to which *** left two voicemails. They are making the return process extremely stressful by dragging this out. They are in possession of the returned device, I just need my refund. Ive probably sent them 15+ emails at this point to wrap this process up. I just want the refund they promised. They only seem to respond when I threaten to contact my bank again.
Initial Complaint
03/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased the Invisalign Ultrasonic Cleaning Station from shop.Invisalign.com on 2/24/24. The website clearly states that you can return your purchase for a refund within 30 days and tells you to initiate a return by emailing ***************************************************************** Ive sent multiple emails and have yet to receive a response. There is no phone number or different way to contact the company on their website and there was no order slip provided when the product was shipped to me. I just want to return the product and get my refund but this company doesnt seem to want to honor their return policy.
Business response
03/11/2024
March 11, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology with regard to the above-noted case number. Regretfully, we are experiencing a high volume of contact at this time, which has resulted in some delays in replying to messages. This delay is not impacting honoring of the return policy, and we have since been in communication with the consumer regarding her request.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Customer response
03/12/2024
The business contacted me on 3/8/24 asking for the lot number of the item and my shipping address, stating that upon receipt of that information, they would send me a shipping label to return the item. I responded the next day, but have not yet received the shipping label. Due to the delays in communication, I'm not comfortable marking this complaint as resolved until I've received the shipping label, returned the item, and received my refund.
Business response
03/21/2024
March 21, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
Due to the sensitive nature of this complaint, we will not share details of a financial nature on a public response. However, as shared in our previous reply, we have been in communication with the consumer regarding her request.
Should she have any questions or concerns regarding the communication, she can contact Align Technology ************* at **************** between the hours of 7am-4pm PST, Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased the ********* comprehensive package through my dentist in January of 2023. I was provided with approximately 6 months worth of Aligners which seemed minimal. I followed everything as asked. I required revisions as the teeth on either side of front teeth were still pushed back. These two teeth were the reason I got Invisalign. I notified my dentist in summer my job was outsourced and I had no choice but to move back to my home province (from ******* to *************). The dentist assured my teeth would be complete by Oct when I was moving. In Oct the two teeth mention were still pushed in noticeably and I voiced my concern but was told to get bonding as the teeth may not pull out. I feel paying $5200 and only 6 to 8 months was not enough time to finish the treatment. At that time I was unaware of transferring to another dentist when I moved. The dentist provided me with 2 retainers which were made in office and one has already broken and I take very good care of them. Why are retainers made by the dentist when the aligners were all made by Invisalign? I tried to contact Invisalign to ask if I can transfer and it is very hard to contact them. I was in touch through ******** and the rep advised someone would call me, nothing. I contacted the representative again and I was in turn contacted by ********* via email. They requested all my info and details which I provided and a phone number. I didn't hear back so I emailed again, and called, and left voice mails, and emailed again, and contacted the ******** rep...nothing! This has been since before Christmas. They have not even had the decency to reply to advise if I can transfer my file and continue my treatment. My teeth are an embarrament after paying $5200 for nothing. I have spoken to a dentist here and was told the file can be transferred as I have moved across country. I want ********* to take accountability and have my file transferred with minimal financial balance and continue my treatment.
Business response
03/13/2024
March 13, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.
Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, any concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions and the agreement between a patient and office.
We will follow up with the patient to determine any additional support needed.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North ********************* Team
Initial Complaint
02/22/2024
Complaint Type:
Order Issues
Status:
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.
As of today I am having issues with my Invisalign treatment:May 2022 I started my Invisalign treatment. After completing my first set of trays I was not happy with the results so I was told I would have to pay additional money for more refinements. This was upsetting and contradictory because it was communicated to me, prior to the start of my treatment, that no additional payments were needed for subsequent refinements (if needed). I paid anyway for the sake of getting the results I wanted. I have since had 1 more refinement and I am now being told by ************ (at *********** in ******, **) that Invisalign has communicated to them that I can not receive additional refinements. I paid about $5,000 USD for this treatment which ensured the alignment of all of my teeth. Currently, there is a bottom tooth that is not aligned and a gap between two bottom teeth. The faulty treatment has not only misaligned my bottom teeth, the gap has created a pinch on my tongue anytime I speak/eat. Throughout this whole treatment I have been compliant with wearing my trays, care of the trays and diligently communicating with my local dentist, ************. Dr. ****** practice has provided contradicting reasons as to why my bottom teeth are not aligned. The attached emails are 1, communication regarding what is included in my treatment plan (and their lack of communication) and 2, our most recent emails which include important-additional details.
Business response
02/23/2024
February 23, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North ********************* Team
Customer response
02/24/2024
My treating doctor/dentist is saying that Invisalign has said they will not be providing me with additional trays. They have said it is not their decision.
Business response
02/29/2024
February 29, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Align will contact the Treating Doctor about this complaint and any resolution will come in coordination with the Treating Doctor. ***************** the sensitive nature of these complaints, we ask that the patient contact us directly regarding her concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.
The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Business response
02/29/2024
February 29, 2024
Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********
To whom it may concern:
Thank you for contacting Align Technology regarding the response to our reply.
As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.
Align will contact the Treating Doctor about this complaint and any resolution will come in coordination with the Treating Doctor. ***************** the sensitive nature of these complaints, we ask that the patient contact us directly regarding her concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.
The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.
Thank you again for bringing this concern to our attention.
Sincerely,
********,Invisalign North America ************* Team
Initial Complaint
02/13/2024
Complaint Type:
Order Issues
Status:
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.
I am reaching out to seek assistance regarding my Invisalign treatment. My treatment was administered at **************************, located at ********************************************************************************. I relocated from ************* to *****, *******, in September 2021, around the time of our scheduled completion of the Invisalign treatment which was not actually finished. During the course of treatment, my dentist recommended changing trays every three days, (close to the move date from MD TO **) which significantly deviated from the original plan. I was unaware of the option to transfer my treatment plan. There were numerous instances where I had to guide my dentist on the installation of attachments, or other procedures like IPR as he did not seem to pay attention to instructions provided by the Invisialign Team. They initially neglected to place attachments on the inside of my teeth. This misstep led to unnecessary back-and-forth communication and delays in treatment progress. the instruction document clearly showed that it's an attachment only after sending him the photo of the document that you guys provided to the dentist, he agreed at that needs to be an attachment I was not informed by either my dentist or Invisalign that transferring my treatment plan to a new location was an option. Consequently, my treatment remains incomplete, Given the significant financial investment required for Invisalign treatment.The doctor tried to help out by providing retainers but ahead of the end time.I recently consulted with a local dentist in *****, who informed me that my treatment plan could have been seamlessly transferred to their care. I kindly request your assistance in resolving these issues and ensuring the completion of my treatment in a timely and effective manner. Your prompt attention to this matter would be greatly appreciated.More info please see attached PDFs (limited amount of characters here). I have emailed ******************* dental but no reply as of now.
Business response
02/23/2024
February 23, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology with regard to the above-noted case number. Invisalign System Aligners and Retainers are manufactured pursuant to the Treating Doctors prescription and in accordance with his or her treatment plan and the goals agreed upon by the Treating Doctor and patient. Manufacture of the aligners by Align Technology, **** (Align) does not begin until the Treating Doctor has approved a treatment plan for the patient.

Should a problem develop with the Invisalign System clear aligners during treatment, Align is happy to assist the Treating Doctor in addressing these concerns. However, concerns regarding a patients treatment progress, plan details, or the outcome after completing treatment must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North ********************* Team
Customer response
02/27/2024
Seems like the treatment will be transferred to the new doctor, i have been contacted by the ****** Family Dental.
One concerning thing is that theyve told me that my case is going to be open until November 2024. Therefore, I may need it to be extended as I was not aware that the treatment can be transferred to a different doctor for past two years.

Business response
02/29/2024
February 29, 2024

Better Business Bureau
Complaint Department
*****************************************************************-4585

RE: Complaint ID # ********

To whom it may concern:

Thank you for contacting Align Technology regarding the response to our reply.

As indicated in our previous response, any concerns regarding a patients treatment progress, plan details,or the outcome after completing treatment should be addressed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions. Should the Treating Doctor need support for a patient case, he or she is welcome to connect with us for assistance.

Given the sensitive nature of these complaints, we ask that the patient contact us directly regarding any additional concerns so that we can better address the issue. Please note that our responses are necessarily general as we cannot publicly disclose details regarding our customers or their patients.

The patient can contact Align Technology ************* at **************** between the hours of 7am-4pm PST,Monday-Friday.

Thank you again for bringing this concern to our attention.

Sincerely,
********,Invisalign North America ************* Team

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