Update: Management have already flagged my review lol.Notice how their response focuses on the cost of the chewies while ignoring the fact that they misled me and never disclosed these charges. This is been my entire experience with them.Their customer service is extremely frustrating. I have received conflicting information on multiple occasions, making it difficult to trust their responses. They have been unclear about refund policies, and I encountered unexpected charges that were not disclosed upfront.Adding insult to injury, management has a habit of reporting one-star reviews until they are removed – So here's take two.The first five months, I was forced to chase weekly updates and answers to promises that were never fulfilled. After diligently following all their instructions for six months, I was blindsided when they made me restart the entire process without a clear explanation. This blatant disregard for my time and effort left me feeling misled and frustrated.At this point I voiced my concerns and requested a refund. I was met with dismissiveness from the Managing Director, who claimed her “hands were tied” and that she had done all she could.Over 12 months in and the issues are ongoing. Recently I contacted them to say my chewies are falling apart. They told me I had to pay for new ones as this was their policy. When I asked to see this policy, they back tracked and said that they had decided to send me them for free.I continued to press for info on this policy. After the third time I asked they responded saying that there is no policy, it’s just how they do things, and they noted, “However, we are still sending you additional chewies at no extra cost, so I would appreciate it if there were no further concerns about this.”Oh! and they have also threatened to end my treatment because they didn't like me pushing for them to be accountable to their awful customer service.Bitesoft’s consistent failure to communicate transparently, honor their commitments, and treat customers with the respect they deserve is unacceptable. Save yourself the hassle and look elsewhere for a treatment plan that values your time, money, and trust.
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For more than eight years, we’ve helped thousands of people transform their smiles across Australia and New Zealand.
Today, Aalto (formerly Bitesoft) brings together specialist orthodontists and local dentists to deliver high-quality clear aligner treatment in a more accessible way.
Every treatment plan is designed collaboratively by a specialist orthodontist and the dentist providing your care, combining advanced technology with clinical expertise to support safe, precise outcomes.
Our goal is simple: make orthodontic treatment more accessible, more predictable, and easier for patients to complete within their local dental practice.See more
