You're Really on Your Own with This Service / No Professional Help - Memphis, TN

I wish I had gone to a real orthodontist for treatment because at least I would have substantial updates about my treatment and details about any delays. This is turning into quite the saga to straighten one tooth, and I'm still not done. I started my "6 month" treatment May / June 2016. I wear my aligners as prescribed and previously had braces, so I'm not new to this. In May 2017 I was approved for a second refinement because the one tooth I set out to straighten still is still crooked. At first, they failed to ship a new impression kit until I called a few weeks later to ask when I would receive it. I shipped the impressions back July 20th and shipping shows they were received July 24th. It's been nearly 2 months and I still do not have an update on my refinement plan. I've spoken with 5 (yes, FIVE) customer service agents and have been told: - They're working on it and they generally take 2-3 weeks to process (I was experiencing only a slight delay at that point). - I would receive a shipping update by 8/28 (never happened) - Then I was told they're still working on the plan - Then I was told the issue would be escalated so I can get an update (still haven't got one) - Last week they said they'd get back to me with an update (still don't have one) Additionally, my upper tray has a crack in it, which I've told at least 2 of the agents I've talked with, and no solution has been offered aside from escalating my request (fat load of good that seems to be doing). This is far from the first issue I've had from this company. While their customer service seems to have improved a bit, I still can't get a straight answer from anyone I talk to and it's starting to get concerning. Since when does it take two months to come up with a refinement treatment? Why on earth is this taking so long? What is wrong?

I should've been done with treatment in January, but the crooked tooth I was aiming to fix was still off. They sent me a new impression set. I did those, sent them in, and just got my correction trays today. I was hoping that my teeth would be straightened before my wedding this weekend (was supposed to be done in January), but that's clearly not going to happen. I was assigned two more months of trays -- and they're so bad they need to be replaced immediately.

- The plastic is MUCH flimsier than previous sets. An issue for someone who grinds their teeth.
- They're not clearly labeled with tray# / U or L.
- The edge near my lower gums juts out a few millimeters. They will tear up the inside of my mouth as soon as I start wearing them. This was not an issue with my first 12 trays.
- There are weird plastic gobs on the top canine teeth. I can't comfortably fit my teeth together because of this. Also an issue for someone who grinds their teeth.
- Apparently, for of my month two sets, they imagine me just shrinking my problem tooth (see pics). It's bizarre. I would've assumed they accidentally sent me someone else's trays if I didn't have a very distinctive crown on one of my back teeth. It's just bad. I've included pics of tray 12 (I've been wearing for 2 months now!) compared to tray 18 (my alleged final final tray). Wow!

I called them more than an hour ago and they still haven't sent the email with the info they need to fix this mess. The way this is dragging on, I'm hoping the third time's a charm. If not, I'm apt to contact an attorney. I'm astonished. I didn't think this could get any worse.

I would like to update that I did receive 2 replies on 1/5/17 - The first one saying to continue and change to tray 12 (my final set), the other saying that I need to submit photos so an in-state dentist can assess the issue. That said, I'm technically done with treatment after this tray (assuming my teeth are actually straight). I will be sending in the photos today, but I'm not sure what good it will do. I will be having my primary dentist fix any issues as I simply do not trust this company at this point.