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          Business Profile

          Dental Supplies

          Align Technology Inc

          Headquarters

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Dental Supplies.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            02/28/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            need replacement upper retainer, have to go through my dentist, she want to do another mold which isn't required, so, I have to pay 300$, and invialign is saying "this needs a prescription, you'll have to go through your doctor" which is my dentist who wants to charge me 300$ for a REPLACEMENT retainer, which my mold was ALREADY done. I had to wait about 36 hours to speak with someone basically said, can't help you, go to your dentist. This is a rip off, I'm unhappy with customer service, the product itself is shoddy, already have to replace a retainer, and now I have to pay my dentist more money (I've already paid ******* dollars for the procedure), the payment plan was never broken down for me, and now I just want a replacement retainer, and can't go direct to invisalign, have to go through my dentist and pay 300$. Very Upset. ADDITIONALLY, originally my dentist's office worker told me that my insurance would cover this procedure, which it didn't!!!!

            Business response

            03/02/2022

            March 2, 2022


            Better Business Bureau
            Complaint Department
            1010 **************.
            *******, ** 85014-4585

            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 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 or retainer during treatment, Align is happy to assist the Treating Doctor in addressing these concerns.  However, any patient concerns regarding these elements must be directed to the patients Treating Doctor as he or she remains fully in charge of the treatment decisions and the agreement between patient and office, including pricing for that arrangement. 


            Thank you again for bringing this concern to our attention.


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

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          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

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          Years in Business: 9

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          410 N Scottsdale Rd Ste 1300

          Tempe, AZ 85281-7094

          Visit Website
          (602) 742-2000

          Customer Complaints Summary

          33 total complaints in the last 3 years.

          14 complaints closed in the last 12 months.

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