You Get What You Pay For, Period. - New York, NY

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*Treatment results may vary

Initially, I was excited by this new approach to...

Initially, I was excited by this new approach to straightening my teeth. I went to a service center to get my scans, and everything went smoothly. After paying in full, up front (so I got the whitening system and extra retainer), my first set of aligners arrived in the mail with in a few weeks.

My treatment plan was 4 months. I was supposed to wear three aligners each month, the first two for one week each, and the last one for two weeks. I popped my first set in Friday June 3 and progressed through the weeks. Pro's - the trays really are hardly noticeable.

On July 1, I started my second month of treatment. The aligners were not trimmed properly and I had to buy special scissors and nail files, but I got them to fit (expect a certain DIY element to it).

On the fourth week of my second month (July 25), I noticed I still haven't received any indication that my aligners are coming. I call and am told they are on their way. July 29 (the day I'm to start my new set) comes and goes, nothing arrives. I call, complain, they offer me a second set of retainers for my troubles. August 2, my aligners arrive and I start my third month of treatment 4 days late ... not the end of the world, but annoying.

Now, I'm supposed to start my final set of trays on August 30. Of course, August 30 comes and goes, nothing. On September 2, I emailed asking where they were, I was promised I would have them in 72 hours. Given it was labor day weekend, I waited and called on Tuesday September 6. Still nothing. So (as of writing this), my treatment has been delayed two weeks (and counting) because of their incompetence and uncommunicated delays. I'm wearing a set of trays that was intended to be worn for two weeks, for the third almost fourth week in a row. As your teeth settle, the aligners almost become loose and as a result I'm lisping and finding them quite uncomfortable. Not to mention, they are starting to stain and it's harder to keep them clean.

Throughout these various delays, I've called their customer support team countless times. They each are friendly but unfortunately, seem to only tell you what you want to hear and lack the ability to actually follow-up and get your requests answered. They will apologize and offer you consolation of a whitening system here, or retainer there, but I don't want freebies or special treatment - what I want is the product I was offered, on the timeline I was promised. That's it. When you have to wear trays for 17 hours a day, a 4 day delay can be an imposition, a 2 week delay is almost a 12.5% increase in an overall treatment plan. We will see if they can get their act together going forward, but I'm not expecting much ...

In terms of product, I would say - you get what you pay for. My smile has marginally improved, given the rate of change to this point, I don't expect I'll see the results I was hoping for in only one more month of treatment (I will modify this post if I do). With only 4 months of treatment, my smile only needed minor correcting to fix one tooth in the front that jutted out more than the others. Plan to spend time fitting your own trays and dealing with customer service to get your aligners shipped on time. Based on this experience, I wouldn't recommend this product. Save your money, go to the professionals.

3 out of 5 stars Overall rating
3 out of 5 stars Doctor's bedside manner
1 out of 5 stars Answered my questions
1 out of 5 stars After care follow-up
1 out of 5 stars Time spent with me
2 out of 5 stars Phone or email responsiveness
3 out of 5 stars Staff professionalism & courtesy
3 out of 5 stars Payment process
1 out of 5 stars Wait times
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