Where do I begin? This company is absolutely horrible and I wouldn't trust them with your money. I should have stuck to my gut when I read all the BBB reviews, but I went ahead and ordered the impression kit and sent it in. It took around a week or two to get my dental plan information, have my insurance applied, and then I decided to purchase. During the purchase, I accidentally used a newer email address and created a new account rather than purchasing through the existing account. Immediately realizing my mistake, I called in to get the two accounts merged. They said no problem, it would be taken care of. I called back two weeks later because I was sent a new impression kit and kept getting calls and emails to send the kit back to get started. I was confused, because I was told this was already taken care of. I spoke the first rep who confirmed that the accounts had NOT been merged, and she couldn't even locate my purchase transaction. I was passed around to multiple representatives, on one was able to help resolve this issue and one even hung up on my after I expressed my frustration for being on the phone for 45 minutes at this point. I called back after being up on and was told, yet again, that there was a request submitted to merge the accounts and I would get an update soon on when my aligners had shipped. I hadn't heard from them in over a week, so I decided to call back again today. You'll never guess what happened: the accounts still aren't merged and yet again, it took supervisors reviewing my account to find my transaction because they tried telling me I never submitted a payment again.I was finally able to submit a refund after almost 3 weeks, and request to have my account canceled. However I've emailed customer service twice trying to escalate these issues and have gotten nothing in response. An absolute joke. Do NOT make the mistake I did and go with Byte -- they are cheaper, kinder, and MUCH more competent.Also, check out the New York Times article written about how they have their clients sign NDAs so they don't speak out about their horrible experiences. I shouldn't even be surprised at this point.
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