Monica T Dgd

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Verified Reviewer
| map-marker Clarksville, Maryland

Paid for Invisalign and got "off-brand" trays

Original review Dec 20, 2023

Dear Customer Service,

I am writing with concerns about my dentist using your proprietary brand name "Invisalign" to sell off-brand aligners.

My dentist recommended Invisalign to correct my bottom bite (crowded lower incisors). After some consideration, I decided to invest $4,800 in the treatment.

They took digital pictures of my mouth and ordered the trays. About a month ago, I went to their practice to have my first tray fitted, and I was sent home with 3-4 additional trays.

The issue is that I quickly realized these are "off-brand"; they are not the original Invisalign. I was not presented with any paperwork/contract/treatment sheet. Neither the case nor the trays have the "Invisalign logo" or serial number.

Since then, I have contacted the practice both via email and by leaving a message for the practice manager, but I have not heard back.

I feel scammed, and I wonder if its even legal for them to use a proprietary brand name to sell something that is not the original.

I am contacting you because the only reason I agreed to spend $4,800 to straighten my teeth is that I am familiar with your trusted brand (both my son and my brother have Invisalign).

I believe you should be concerned that dentists are using your name to sell a product that is not yours, essentially cheating and "stealing" customers from your company.

I would appreciate your advice.

Kindest Regards,

Monica

P.S. By the way, I am located in Maryland, USA.

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Dina C Pad

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Verified Buyer
|

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Verified Reviewer

To check on refinement trays

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Invisalign - To check on refinement trays
Invisalign - To check on refinement trays - Image 2
Updated by user Nov 17, 2023

I am half way through treatment, but my dentist has filed bankruptcy. I would love for the provider to send my refinement trays, so I can continue treatment.

I first saw my dentist at Sayebrook Dental Group in Myrtle Beach, SC. Then he changed offices to Grand Dunes Dental.

Original review Nov 17, 2023
My dentist had filed Chapter 7 and I am trying to find the provider for my Invisalign refinement trays so I can finish my treatments.
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Preferred solution: Deliver product or service ordered

Robert M Lsz

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Verified Reviewer

Not satisfied the lady is very rude

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Updated by user Oct 03, 2023

Poor attitude could not change doctors if so would have to pay all over again I’ll never recommend anyone to this doctor

Original review Sep 03, 2023
Very rude unprofessional not satisfied with the results you can call me Ill give you the ladys name and I want to change offices the Hobart Indiana office dont go Ill give you the the last name Kirby this lady is very rude
View full review
Cons:
  • Very unprofessional the way she speaks to me

Preferred solution: Change of office Cindy Kirby very unprofessional and 3 times I told this lady the liners hurt and did nothing

User's recommendation: Don’t go to this lady

Keri Yfq

Question about shaving between teeth

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Updated by user Oct 03, 2023

Included in the previous rectangle.

Original review Sep 17, 2023
I started treatment for Invisalign and pd up front. During the planning, I was not told everything about the proces. We started and my teeth filed down in-between. Wait a minute I thought it was done with retainers in the form of teeth. (Kind of). My question is, "has anyone ever had this filing done? Thank you. I look forward to hearing from (all of) you. Q
View full review
Loss:
$4

Preferred solution: I just want to know if filing in-between teeth is a routine procedure.

Anonymous
map-marker New Haven, Kentucky

Don't pay all up front because your dentists will try to rush you out before your finished.

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I'm left with an unfinished smile with bottom teeth that still smack the backs of top teeth because the dentist didn't listen, the post broke off, he repeats he only gets 6% of what invislign chargers, he retires and nobody wants to finish my teeth. The only place invisilign had at the time was in Southern Cal to order your trays from. Over $5,000 out the window. To Sum it up, pay over time, so they have to finish it.
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User's recommendation: If you had braces as a kid, invisilign is fine as a touch up. Otherwise get braces.

1 comment
Vanilla Cqs

This is exactly what happened to me! I paid over $5,000 and the dentist removed my Invisalign before my teeth were straightened!

I have called Invisalign and waited on hold over an hour and nobody answered after being transferred to customer service! I feel like I have been scammed from both the dentist and the Invisalign Company. I don't have any resources left to contact.

Any ideas out there? Maybe I should file a complaint??

Elizabeth P Hjl

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Verified Reviewer

Retainer replacement should not be a hard request

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I'm beyond frustrated with invisalign and the non support they provide to current customers. I completed my plan 2020 and I'm asking for a replacement final retainer and or a revision to my case.

No help from my dentist from 2020 as he retired last year, replacement dentist said case is closed so can't help. I contacted invisalign for help took forever for response of go to a different dentist which I did with the response of warranty expires after 3 years. Are you kidding me!? I've been trying to get help for over a year and now I'm getting...your *** out of luck because hit this news to me 3 year mark!

My dentist said the recommendation is to get a replacement final tray annually. Well would if I could but no one will help me.

Regret going with invisalign and if anyone reads these reviews...wish I had before...go with another option!!

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Preferred solution: Support on my case I already paid for with providing replacement final retainer and revision trays if needed

User's recommendation: Go with another option other than invisalign

Christine T Twl

The 2023 commercial

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I use products and services based on their commercials. Please lose the Invisalign commercial. Its disgusting to see that kid picking his teeth on that commercial. Couldnt you find an American kid to do it? YUCK!!!
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User's recommendation: Don’t use based on commercial

Anonymous
map-marker Spring, Texas

I have not been able to get a response from Invisalign.

I am a former patient whom completed my Invisalign many years ago (9 years). I recently misplaced my last set of night retainers.

I NEED to order a new set immediately. I have contacted my former dental office to get a prescription; however, that dentist is no longer practicing at that facility. The facility has informed me that they do not have access to my invisalign records. I was instructed to call invisalign and reorder directly.

Unfortunately, I have not had a response from Invisalign. I contacted Invisalign through the site (as I do not have a contact number to speak to customer support live).

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2 comments
Nora d Cdu

No need to worry, there are a few steps you can take to resolve this issue and ensure your smile stays in great shape. First, try reaching out to Invisalign's customer support through their website or by searching for their contact details online.

They'll be able to assist you with obtaining replacement retainers. If you're unable to get in touch with them, don't fret! Make an appointment with a different dental professional who can help. They'll examine your teeth to determine your current alignment and create new retainers specifically tailored to your teeth.

While you're at it, be sure to check with your dental insurance provider to see if they offer coverage for replacement retainers.

It's always a good idea to explore your insurance options. After all, keeping your smile intact and maintaining the results of your Invisalign treatment is important.

Nora d Cdu
reply icon Replying to comment of Nora d Cdu

No need to worry, there are a few steps you can take to resolve this issue and ensure your smile stays in great shape. First, try reaching out to Invisalign's customer support through their website or by searching for their contact details online.

They'll be able to assist you with obtaining replacement retainers. If you're unable to get in touch with them, don't fret! Make an appointment with a different dental professional who can help. They'll examine your teeth to determine your current alignment and create new retainers specifically tailored to your teeth.

While you're at it, be sure to check with your dental insurance provider to see if they offer coverage for replacement retainers.

It's always a good idea to explore your insurance options. After all, keeping your smile intact and maintaining the results of your Invisalign treatment is important.

View more comments (1)
Jeff C Ehq

Status of trays ordered

Its been over a month. Im waiting for my trays from 12/12/22. I would like to know the status. Have they been sent to my dentist in Phoenix Arizona?
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Preferred solution: Deliver product or service ordered

Marianna A Icd

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Verified Reviewer
| map-marker Athens, Attica

An invisalign provider is overcharging me

Greetings. I have an issue with my invisalign doctor since I figured out she is scamming me in order to get more money from me.

She is a licensed invisalign provider.

I realize I am at fault too since I went to a dentist that has a bronze badge and not an orthodontist.

But again, I won't complain on her experience, witch seems lacking as well, but on her ethics.

At first she told me the treatment will cost 3.800 before she even had the treatment plan and asked me to pay 50% upfront witch I did.

I thought the price was fixed but then I found out from two different orthodontists and several satisfied clients that the price varies according to the treatment.

My treatment turned out to be only four months and everyone told me, including licensed invisalign orthodontists, that it is insane to pay 3.800 for 4 months .

But maybe I am paying for the lite pack and she is keeping the rest of the money to herself. I guess she has the right to overcharge. Does she? And that much?

(Edit: I just got extra aligners and on the bags it does say "lite" . Lite costs about 1.200-1.600 so she is keeping all the extra to herself)

When I found out the treatment will be only four months it was the day I got the attachments, before I thought it could take a year (that was her assumption when I first asked her). So the same day when I got home I thought about it and asked her that we take them off for now because I might be gone during summer for an entire month or even more, and restart in September.

She said that in September my teeth will be completely different and she will have to take my scans again and order new sets of aligners and I would have to pay all over for the new sets!!!

Ofcourse that was a lie, my teeth won't be different in September since I just started treatment (an orthodontist told me that) and I am on my first aligner. She could have taken them off as I asked her, but if she did she would make me pay extra in September and she would just use the same aligners and keep the extra money to herself.

Stealing in the name of invisalign again!

Also since I am paying 3.800, the right thing would be that I am paying for the full pack and I have the right to ask from invisalign extra aligners, no extra costs as she said!

I will need a retainer at the end I assume she will super-charge me for that as well, but if I was at the full pack that costs 3.800 the retainer would be included .

I have already talked with another doctor who is an orthodontist and is diamond and I have an appointment on Friday so that he can take me over.

If he accepts I will transfer my treatment, but I don't know if she will cause any issue with the money.

What are my rights here and can you help me?

Can you please let me know what the cost of my lite treatment was and what is the extra from the 1.900 down-payment that she kept to her?

I am planning to ask her to transfer the treatment and refund me the rest of the money so that I can send it to the other doctor or simply transfer it right away to the other doctor.

Do you need me to give you her information? I think this whole situation is damaging for your brand as well, she is bronze now and maybe she has undertaken only 10 patients but what happens when she will try to scam more?

Please help me resolve this, there is no way I will continue treatment with her.

Thank you in advance

View full review
Pros:
  • Straightens teeth as expected
Cons:
  • Inconsistent information
  • Double bill

Preferred solution: I paid 1.900. How much did my lite pack cost? If it cost 1.200 then she got 700. I want her to Transfer the treatment to the other doctor of my choosing and the extra amount refunded

User's recommendation: Do a lot of research for prices and for your providers, I was stupid

Christine D Rhg
map-marker Erie, Pennsylvania

Terrible experience

Invisalign - Terrible experience
I have been going for 3 years to get my Invisalign correct and no one seems to care at Aspen Dental. I paid in full and my teeth are worse than before. I hate smiling. I am getting nowhere with Erie Aspen Dental and hoping you stand behind your promise. See attached. I was told this is what they should look like. My teeth are worse now and just want them so I can smile confidently.
View full review
Loss:
$3000

Preferred solution: Let the company propose a solution

Rosemary N Kzh

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Verified Reviewer
| map-marker Eugene, Oregon

I spoke to a woman from Invisalign and they are going to try to help me find a positive resolution to my current problem.

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I eventually found a pathway that enabled me to send an email to Invisalign and they reached out to me. They called about 3 times before I was able to get back in touch with them and the woman I spoke to stayed on the phone for quite awhile so she could get all the information from me, and to make sure that she had it all written down correctly. Now I will be interested to see what steps my dental care provider takes to help me. I am quite allergic to the Vivera trays I purchased to keep my teeth straight through the years.
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User's recommendation: Don't give up trying to reach out to Invisalign.

Susan G Vrc

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Verified Reviewer
| map-marker Morgantown, West Virginia

Talk to a person in Invisalign

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You really dont want me to put The problems that I have been having in writing!! I would be here all day. I have been in Invisalign aligners for over two years! My current set is 4 months old plus.
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Preferred solution: Full refund

User's recommendation: Right now… I have none. Wait… Get a really good doctor!

Rosemary N Drw
map-marker Eugene, Oregon

No Customer service

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I have discovered that I am allergic to the Invisalign trays and I have not been able to connect with this company in order to get help for this problem. My tongue swells, the inside of my mouth swells, I lose my sense of taste, my lips get very tight, and they burn like crazy.

I have been trying to figure out how to reach Invisalign for help. Today, I filled out 2 forms online, sharing my information and requesting help, and neither one of them would respond to clicking on the submit button with my cursor. They just plain would not get sent to anyone. Total dead ends, both attempts to 'contact customer service'.

I am so frustrated. This appears to be a company that isn't open to dealing with people who have any problems with their product.

I'm going to keep trying and if they don't respond to my efforts to reach them, I'll contact the Better Business Bureau. They helped me with an issue with a garage door company several years ago.

View full review
Pros:
  • Straighten your teeth
Cons:
  • No patient advocacy
  • Treatment course corrections a big challenge
  • Inconsistent information

Preferred solution: Let the company propose a solution

User's recommendation: Had I known what I know now, I never would have spent the huge sum I spent for these things. My mouth is in constant pain, not from the moving of the terth, from my allergic reaction to the product itself

Lara B Tpn

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Verified Reviewer
| map-marker Everett, Massachusetts

Horrible experience

Ive written to you people so many times this is not the method I wrote to you and theres this person who keeps contacting me and saying lets find your new provider I had an awful experience with Invisalign because the dentist promised me it would be six months before my wedding it ended up being 2 1/2 years and I didnt need the implant which is why I had to get the Invisalign because the specialist for the implant was such a perfectionist she wanted to make sure it would be OK so anyway the dentist knew that I was in the military that I wouldnt be able to stick around for 2 1/2 years that I did my best and at the end he gave me some sort of fake retainer and it was broken and I told him that and I went by and he had this retainer supposedly and now I find out its actually a mouthguard now at the time they may not have had all these fancy different retainers or whatever theyre supposed to be but he told me Im gonna have to wear a retainer for the rest of my life it is not something he told me no contracts may say things but thats something they need to be honest about as well as the length of time I think thats absurd Im going to some dentist where theres 600 other people in the room at the same time its just preposterous and so I really feel like you guys need to contact this dentist because he doesnt talk to me and I have since moved back to Boston its been a while but Ive been contacting you here after year after year multiple times so I need for you to handle this and get A way to redo this because this is not fair! And Im not afraid to take legal action I put in a tort at the time with a lawyer so that if I needed to go back I could do that!

But that is not how I wanna handle this its just its not fair my tooth is loose in the front its gonna fall out and its all because of this stupid dentist only care about money!

His name is Dr. Markowitz in Baltimore he has a few locations I dont know if hes still in business but I imagine he is and I can send you images of the mouthguard what he said it was a retainer and even that wasnt made by you guys and I would really like for this nonsense that he did to me at the end to be taken away because she was very proud of his pictures he took them it was perfect and then he led me to ruin it or he ruined it but hes not the kind of person that likes to talk he wont respond to emails hes just not a nice person and I think hes just a scam artist really! I mean at my consultation the lady with them says oh its great you cant take them off throughout the day so youll lose weight! Thats the stupidest thing Ive ever heard somebody say and I was involved in meetings all day long I had a lot of luncheons I had a lot of different galas I had to go to and nobody told me about that but I still push through but it was very very very difficult to say to your boss sorry I cant join you in eating because I got the stupid things in my mouth and its gonna take me forever to take them out eat put them back in its disgusting!

And I told him well I speak funny cause I do a lot of public speaking he said no you wont and everybody noticed that I was being funny and they hurt and you gave me nothing to help to take them out because they were in so strong and I still have some of the glue on my tooth years later! Im sure through my name you can find the serial number that attaches to them because it was pretty high tech out they didnt even back then so I hope you can help me Im back in Boston I dont know what to do my front tooth is so loose and its not fair and I am not in a condition right now to be able to afford to be able to go get new things done because I am on disability because I have cancer and he knew that at the time too and I just feel completely like its upsetting!

View full review
Loss:
$10000
Pros:
  • Straightens teeth as expected
Cons:
  • Inconsistent information
  • Treatment course corrections a big challenge
  • No patient advocacy

Preferred solution: Let the company propose a solution

Colleen F Xah

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Northridge, California

Replacement retainers

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Current retainers are getting very worn and needed an exact replacement. My dentist that did my treatment is no longer in my area and her replacement wanted to do a whole new scan for lots of $.
View full review
Cons:
  • Horrible customer care service

User's recommendation: Find a different alternative that is more customer focused not just looking for your money.

About

Related Companies

Align Technology, iTero

Summary

Invisalign is an orthodontics company. It provides a wide range of solutions for teeth straightening. The company was founded in 1997 and headquartered in Santa Clara, California. Invisalign offers the following services: consultation, individual treatment plan, virtual representation, creation a series of custom-made aligners. The company also helps its patients to find an Invisalign-trained doctor who uses the iTero digital scanning system. This system creates a 3D scan of patients’ teeth. Invisalign treatments can be covered by insurance or by flexible monthly payment plan.

Invisalign reviews and complaints

Invisalign is ranked 83 out of 302 in Dentistry category

Area Served

USA, UK

Payment Methods

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