Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was living in ************* and I lose my invasilign now the dentist didnt accept my insurance . I paid almost $6,500 and I need replace

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company Incorrectly charged my business credit card over $26,000 They acknowledged that they incorrectly billed me. However, they have still not reversed this charge and are no not picking up calls or returning emails related to this fraudulent charge. This charge was done October 25. Ive been in touch with them every week since.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid $3,995 on 7/8/2021 for the full cost of Invisalign treatment and the retainer. This cost includes ALL adjustments and treatments for however long the treatment is necessary as well as the retainer at the end of treatment. Align ***************** is the parent company of *********************** Invisalign dentist at *********** Jenkintown left the practice in December 2024, near the end of my treatment. Since that time (AN ENTIRE YEAR) they have not hired a new dentist who can provide Invisalign treatment. After 10 months of waiting, they never hired a new dentist. I found a new dentist in October 2024 to finish the Invisalign treatment. To transfer care, Invisalign requires the completion of a transfer form. This form was completed and submitted in October 2024. Unfortunately, there is no way to transfer the money I paid for the full treatment to the new dentist. Any adjustments that are necessary I will have to pay out of pocket. Two months later, my new dentist is still fighting with Align ***************** on the transfer. In the meantime, I have NOT had any care for AN ENTIRE YEAR!!!! My treatment was supposed to be over 11 months ago. I also dont have the retainer that I purchased when I paid **************************************** the $3,995 back in July 2021. I am requesting a full refund of the cost of Invisalign to start brand new Invisalign treatment since the transfer of care is not an option. Calling Align ***************** just keeps my in an eternal loop of hearing music play while on hold.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*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. ↩