Brighter Image Teeth Whitening

Complaint: [redacted] I am rejecting this response because the information is inaccurate Regards, [redacted]

We recently received notification from your office stating ID [redacted] issued a complaint against ourcompany.In reference to this complaint, this client, [redacted] ***, did place an order requesting us to make her a customcosmetic veneer which we completed and shipped to her using impressions that she had made [redacted] hasbeen a client since March 04, and has received numerous adjustments and re-makes of her veneers overthe last few months.We stand by our Terms and Conditions of the purchaseWe have made no changes to our Terms and Conditionsand all of our clients accept and sign our Terms and Conditions upon placing their orderOur Terms andConditions also state "My only resolution if dissatisfied is to allow Brighter Image Lab to repair or remake myveneer up to two (2) times to fit the impressions I provideUpon receiving the first set of veneers on April 21, [redacted] emailed Brighter Image Lab and stated "I received my veneers this morning and was soexcited to receive themThe top ones popped right in, and I love them"We allowed numerous adjustments inorder to help [redacted] get a better fit, and then was inform us that she wanted a full refund[redacted] requested a refund on and was informed that based off of our terms and conditions we do not offerrefunds, a request was sent out on her behalf and she and was emailed a denial letterThe denial letter statingthat the refund could not be approved based off our terms and conditions on July 22, 2015.Thank you for allowing us to state our position in this matter, and we sincerely hope this clears up anymisunderstandingIf any additional information is required, please feel free to contact us with any questions orconcerns

Please review our attachments

Please review our attachment provided above

We recently received notification from your office stating ID [redacted] issued a complaint against our company.In reference to this complaint, this client, Sheryce Watson, did place an order requesting us to make her a custom cosmetic veneer which we completed and shipped to her using impressions that she had madeSheryce Watson has been a client since August 07, and has received numerous adjustments and re-makes of her veneers over the last year.We stand by our Terms and Conditions of the purchase, by not submitting the necessary information we are unable to improve her veneerSharon Johnson signed and returned the terms and conditions which stated she “No Refunds or Cancellations”, and that we would repair or remake the veneerThere have been no changes made to our Terms and Conditions that the client didn’t agree upon when placing the custom order with us Thank you for allowing us to state our position in this matter, and we sincerely hope this clears up any misunderstanding If any additional information is required, please feel free to contact us with any questions or concernsIn Kind Regards,Brighter Image Lab

We have investigated this client’s complaint and reviewed the current agreement on file for thiscaseWe have verified that all terms were properly listed and disclosed before the case wasacceptedThis client’s account was activated 07/26/upon receipt of their signed applicationand retainer agreement, confirming acceptance to the Terms & Conditions.Our records show that Mr [redacted] ’s initial impression system was shipped 07/27/Mr[redacted] reached out to our office on October 19, explaining that he wished us to make anexception of the company's Terms & Conditions and allow him to cancel for a full refundIt wasexplained to Mr [redacted] that he was well past the day "change of mind" warranty that isextended to clients, and he also still had possession of the initial impression system.While we would have loved the opportunity to continue work on Mr [redacted] case, we are stillawaiting for the impression system to be returned in order to move forward with any type ofworkWe are unable to move forward with a design if an impression is not returned back to us.We have no record of Mr [redacted] ever returning the impression system unused or used.Brighter Image Lab has been in business for more than yearsWe’ve created over 30,newsmiles for clients like Mr [redacted] And when surveyed, the vast majority of our clients ratetheir experience with us as “excellent” in terms of both service and valueWe place a highpriority on customer satisfaction and we regret to hear that Mr [redacted] s experience does notmatch up to this standardWe take pride in the work that we do and we want to continue workingto reach a solution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Please see our attached response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.Please enter your reason(s) for rejecting the business response below.This company did indeed try several times to make a set of veneers, however, I never received a set that I could use They do not fit They say they will try twice, but their product is so inferior that I cannot see how many more tries would help I did everything they asked me to do, sent many pictures, and good impressions The teeth are WAY too big, and look like a Cracker Jack prize I have sent pictures of all veneers, to show how they look and fit I was in constant contact with these people about my position in the matter.Because they issue a no refund policy, which I did not sign, seems to give them justification to take lots of money from unsuspecting buyers, and deliver horrible and unusable products According to various blogs, this is an ongoing complaint from many, many other customersI am not too picky, but I would expect a result that I can actually use, after all these months I tried to get a charge-back to my credit card,ut they can only process up to days These people kept me guessing and hoping, long past the deadline.I am completely calm, although I will always be upset by this In my opinion, their self-imposed no refund policy gives them a right to steal.I have never, in years, had someone take money for a custom (or any other) product, deliver nothing, and then say that it is policy to keep the money anyway I have since tried to wear the bottom teeth, and they look silly, since they go downhill to the back of my mouth, on one side, and disappear My mouth looks distortedI can't eat in them, and have to take them out after less than an hour I went and got a permanent bridge put in the top of my mouth, at a cost of 1250., and it fit perfectly the first timeI believe that technique is flawed at Brighter Image, since they couldn't make a usable product after many tries.They are somewhat protected, since they use the internet to take orders, and it is much harder to fight or sue, than it would be if they were down the street Again, they use this to their advantage.I am now turning this in to the State's Attorney General (Texas and Arizona) I am not a wealthy person, and can see that I will get nowhere with this unscrupulous company, but I will continue to fight Other unsuspecting buyers need to know what to expect from Brighter Image.Thank you for your time[redacted] ***9/28/ Regards, [redacted] Revdex.com [redacted] Dear C [redacted] : This letter is in regards to your complaint submitted on 9/15/12:00:AM against BRIGHTER IMAGE TEETH WHITENING and assigned complaint ID [redacted] The business response is either below or attachedYou have calendar days to submit your response back to the Revdex.comIf no response is received, we will assume that your complaint has been resolved The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may redact your complaint to protect privacy rights and to remove inappropriate language If you have any questions, please contact us at [redacted] between 9:a.mand 4:p.mor by email at [redacted] Regards, [redacted] [redacted] MESSAGE FROM BUSINESS: We recently received notification from your office stating ID [redacted] issued a complaint against ourcompany.In reference to this complaint, this client, [redacted] ***, did place an order requesting us to make her a customcosmetic veneer which we completed and shipped to her using impressions that she had made [redacted] hasbeen a client since March 04, and has received numerous adjustments and re-makes of her veneers overthe last few months.We stand by our Terms and Conditions of the purchaseWe have made no changes to our Terms and Conditionsand all of our clients accept and sign our Terms and Conditions upon placing their orderOur Terms andConditions also state "My only resolution if dissatisfied is to allow Brighter Image Lab to repair or remake myveneer up to two (2) times to fit the impressions I provideUpon receiving the first set of veneers on April 21, [redacted] emailed Brighter Image Lab and stated "I received my veneers this morning and was soexcited to receive themThe top ones popped right in, and I love them"We allowed numerous adjustments inorder to help [redacted] get a better fit, and then was inform us that she wanted a full refund[redacted] requested a refund on and was informed that based off of our terms and conditions we do not offerrefunds, a request was sent out on her behalf and she and was emailed a denial letterThe denial letter statingthat the refund could not be approved based off our terms and conditions on July 22, 2015.Thank you for allowing us to state our position in this matter, and we sincerely hope this clears up anymisunderstandingIf any additional information is required, please feel free to contact us with any questions orconcerns

We have investigated this client’s complaint and reviewed the current agreement on
file for this caseWe have verified that we do not have any history with Ms ***, as the order information that she has provided shows as being cancelled after being placedThere was nothing shipped and/or moved forwardPlease see the attached documentation that shows the order cancelled after being placed.While we would have loved the opportunity to continue work on *** ***, we do not currently have any client by this nameWe do believe an error has been made on who Ms *** made a purchase with as the order information provided, shows as nothing was ever shipped or designed for Ms ***..Brighter Image Lab has been in business for more than yearsWe’ve created over 30,new smiles, and when surveyed, most of our clients rate their experience with us as “excellent” in terms of both service and valueWe place a high priority on customer satisfaction and we regret to hear does not match up to this standard

Complaint: ***
I am rejecting this response because:Attached you will find a screenshot of the email I sent to there customer service (the email provided by them) dated in SeptemberWithin the two weeks required to have a repair or
replacement made. AlsoYour company does not strive for customer satisfactionThere are hundreds of negative reviews onlineMany, many unsatisfied customers that have had he same experience as myselfReceiving an unusable product, and can not get any customer support to remedy the problem. like I saidI know I signed a contract stating that due to time and money spent, there are no refundsBut your company breached that contract when you failed to provide me with a usable product, so since you failed to meet your end, yes, I would like a refund.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I did not violate anything as this company claims! I paid $1,300, received veneers that are IMPOSSIBLE to use d/t it's poor design, it was causing speech impairment, making it impossible to speak with the veneers onthe poor fit wasn't even a big issue, I know that could be fixed, but the company refused to do anything about the issue of back side of the veneers tong cutting my tong!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because:Unfortunately that is not how the chain of effects occurred On May 16th, I went online to the Brighter Image Lab website after seeing several
ads online about press on veneers, and purchased the BIL Signature Series set After purchasing the set I went on about my day and awaited the first round impression kit be sent to meHowever, that is not what ended up happening It wasn't until the next day, May 17th, 2017, that I checked my bank account and noticed that the money never came out I then went to the website to see what had happened I then find that the company had rejected my payment but at the time, what that reason was, I did not knowNext, I immediately called into the business to ask what had happened and why my payment was declined Upon, calling in I spoke to *** on the phone and she informed me that it had been declined because my shipping address did not match my billing address I then explain to *** that I live in California and I would need to have the stuff shipped to my home address *** then informed me that the only way I would be able to have that done would be if I sent them a copy of my drivers license and a copy of my credit card I then informed her that I was not comfortable with sending over such sensitive information to a company and people I don't know, especially with identity theft being so high *** then began to get sarcastic and dismiss me off the phone saying "and Well we don't feel comfortable sending our product to California to someone we don't know either" After a little back and forth with *** explaining to her I did not appreciate the tone in which she was using and felt it was unnecessary to be so rude and dismissive, she then apologized for me feeling that way but still insisted that was my only option I then said "Fine just ship it to my billing address in Maryland and I will just have it forwarded it to me in California" She accepts the decision, I give her the billing address, the payment goes thru, and my impressions are on the way On May 20th, the impressions Kit arrives to my billing address Due to the weekend, I had to wait for my mother to then ship the kit to me first thing on Monday the 22nd Now, Monday May 22nd, my mother ships the kit to me the Kit arrives to me in California the next day May 23rd, I then get the kit do everything that is in the video online and follow ALL instructions I even went as far as to take pictures of the impressions that I made just incase anything happens to them in the mail OR if the company has any notes as to why my impressions may have been rejected I can refer back and use the pictures to see where I went wrongAfter making the impressions, I called into Brighter Image Lab to ask again if there was any way I could now have the rest of the job be sent to my address in California so we could alleviate the back and forward to Maryland, once again speaking with ***, she informed that the answer was "No" even though the product being shipped to Maryland and making it to me in California proves that I am who I say I am Nevertheless, after taking the pictures and packaging the impressions properly, I then sent both top and bottom arch impressions back to the company Due to the fact that I had to wait extra days in order to get the impressions, to get the product to the company sooner and to make up for lost time in having it forwarded to Maryland, I spent an extra $dollars of my own money and had them sent next day delivery so that Brighter Image Lab could get them and begin the process as soon as possible and to also see that I was in fact in California where I said I was originally The next day May24th, 2017, I receive a message from Brighter Image Lab stating that my impressions had been received and were being determined if they were able to be used In less than hours, I receive another text message from Brighter Image Lab stating that my impressions were rejected and a redo impressions Kit would be on the way I then call Brighter Image Lab immediately to find out what exactly I had done wrong as I followed the instructions as they were set on the Brighter Image website and impressions videoOnce again, I am met with an office staff member who does not want to assist me and is rushing me off the phone All I wanted to know when I called was what did I do wrong/, and can I have the new impressions kit sent my California address since thats where I sent them from back to the company Once again, I was told NO, you will have to have them sent to Maryland and forwarded to CaliforniaI then said fine and got of the phone with the company Frustrated with how I'm being treated a second time, I had my mother call to see if she could get a better response During this phone conversation we were introduced to *** ***, the office manager At the time my mother was speaking to *** from Maryland, I was on another phone on speaker phone My mother, Sharon Bullock, asked *** *** what happened and why were the impressions rejected *** explains that it was my TOP arch that was rejected not the bottom arch and the only thing I had to redo was the TOP arch I then enter the conversation and begin to ask her what exactly was wrong with the top arch impression *** explains to me that it was because "I did not get a full impression that showed where my gum line met my teeth" After chatting with *** everything seemed to be going in a better direction as she was much more helpful and pleasant than what I had received from the other workers Hopeful and happy that this was going to get better as *** explained what to do and how she was going to help get this taken care of for me, she also informed me that it WAS possible to get the items shipped to California and that when they arrived to call her directly and she would helpWe then hang up and go on as planned to wait for the new impressions kit as well as the bottom arch which was accepted and being processedNow, a week has gone by and I noticed that I had yet to receive the new impressions kit in the mail I then check the website as they have a system that shows you the progress of your product June 6th, I noticed that my status stated the arch was in the "snapfit & Polish" process but do to the fact that I had not received the redo kit I was still concerned as to what was happening I then call into the office again and ask to speak with *** as she has been the one helping me and told me to call her directly with any questions I begin to speak with *** and upon looking at the notes in my account she noticed that and as she stated "Someone went in and double backed and cancelled the redo impressions kit being sent to me" Now having sat and waited a week for this new kit to come time has now gone by that I was could have had this taken care of While now again frustrated with how the company is doing business, I was then still understanding of the mistake and allowed *** to send me the redo kit again and due to the mistake she was nice enough to overnight and also send a packing slip that would allow for faster shipping back to the company The new kit arrives, and with great surprise my bottom arch was in the package as well I open the bottom arch package to find that the arch did not fit After all that I had gone thru with the company up until this point and to receive a product that didn't fit was yet again frustrating I call into the office to let them know they did not fit and to express my dissatisfaction with the product and to also inform them that I had obtained legal council to help advise me on what to do from here on outWhich I have that right I never filed anything against the company Just sought out advise from a lawyer that could help break down there extensive contract and see what my options are After getting no where with the office worker, I get off the phone and against my better judgement, I follow ALL of the instructions and the video which is on the Brighter Image lab website, make the new impressions again and sent them back to Brighter Image Lab for my TOP archEven though the bottom arch was made wrongI made a personal decision to just keep the bottom ones and deal with them and would figure out a way just to make to stay with some dental adhesive Maybe the same used for denturesFast forward, I then receive a notice on June 9th 2017, that the impressions were received and ACCEPTED and had been entered into the processing phase Excited and relieved now, I go on about my daily routines and work in California awaiting for my final product to be sent to me, within the day processing period in which I paid for and periodically checking the website for updates on production and shipping After about a week I noticed the production processed moved fairly quickly and the TOP arch entered the Snapfit and Polish stage Im thinking, awesome, everything is moving smoothly and I will receive my arch soon I then check back in a few days and notice the arch entered into what they call the "Quality Control Stage-2" which means they are in line to be reviewed by several staff members and determined if any changes should be made for better fit and quality Fast forward to June 26th, 2017, after having no communication with Brighter Image Lab, I check the website to see just where my product is in line in regards to production and shipping again and I notice its still in the same place as it was a week ago when I first checked Now concerned that my product is not going to meet the day deadline in which I paid forI messaged the company on their online chat service where I spoke with JUAN, whom was also not as accommodating as he should be, to let them know that due to the deadline coming up, my lawyer said that I should ask what would be my options if they do not meet the deadline He then looks up my account, and responds back with an automated response "Unfortunately I am unable to help you with this matter Please call our office at ***" I then explained to him since he did not want to help me then could he please forward me the contact to their legal department so my lawyer could speak with them He then replies again with the same automated message I then replied with the same message to him He then sends the same automated message again After about mins of back and forward with Juan he then disconnects the chat and disappears I immediately call the office to get someone on the phone to assist me Each time I called in someone would pick of the phone and then place me on mute/hold and wouldn't say anything I then would hang up and call back to have the same thing happen repeatedly Finally after about or attempts, a young lady answers the phone and says " Brighter Image lab can I place you on hold?" I agree and say "No problem" the young lady then NEVER comes back to the phone and leaves me on hold for literally almost to mins before I hang up and call back Now once again the cat and mouse of phone calls begin again Someone answers and then says nothing After about another attempts to get someone to talk to me a gentlemen by the name of *** answers the phone He then explain to him what the situation is and what I need to have happen He then places me on hold to then forward my call to an automated messaging system I then hang up and call back once again Now I am met with a *** and I begin to explain everything to *** on the phone *** then wants to put me on hold again, and after being sent to a machine by *** I explained to *** that is not an option as I want to resolve this now and not be hung up again *** then tells me well you have no choice I am going to place you on hold and does so Now, after a few minutes of waiting yet again I hang up the phone and begin to figure out what my next course of action is I receive a call a few minutes later from *** She then tells me that since I have threatened to use a lawyer that they were going to wait on the paper work and that they would no longer be sending me my product I then explained to *** that I was NOT trying to use a lawyer to file a claim against you however you are leaving me no choice by refusing to help me and to send me the product in which I paid for I explained to her repeatedly that all I want is my product Thats all I've been asking for is my product from day one When you spend your hard earned money for something and a company does not want to work with you and is being combative every time you call in telling you one thing and then doing another one becomes frustrated and must be protected as well She then, as I explained before tells me that "since you decided to get a lawyer we will just wait on the paper work" She didn't even listen to what I had stated to her As I stated before to Brighter Image Lab, as well as you, the Revdex.com, All I want is my product that I paid for The job was completed all the way up to the quality stage which means they were made and on the verge of being sent So just finish the job and send me my product I did not ask for, nor do I want my money back, I have stated this over and over again so I honestly don't see why Brighter Image Labs just doesn't want to finish the job I just want want I paid for So for them to say that I was harassing them and using abusive language is ridiculous and a complete fabrication of what has happened I have all of our conversations recorded as well as pictures of the website that shows my product was in the Quality stage up until June 26th 2017, and the next day jumps into NON-Compliance The only thing I ever explained to this company repeatedly was 'By the treatment I am getting you all are making me feel like this is a scam and you stole my money? who wouldn't think that when you call a company and having paid for everything up front and in Full the company consistently dismisses you, refuses to help you, and doesnt want to send you the product in which you paid for? Now, after a few days had gone by, I wanted to give myself and Brighter Image lab some time to cool off and speak to each other from a calm place However, because no one wanted to answer the phone with me I had my Mother call once again She then speaks with *** *** on the phone, the only one that has been pleasant and nice enough to help since day one My mother explained the situation to *** and her response was "the only way I would be able to continue with Brighter Image Lab was if I withdrew my complaint from the Revdex.com and then they would continue production" Which to me seems like a bully tactic in order for me to back off My response to that is when I get my product I will resolve the complaint with the Revdex.com.
Regards,
*** ***

Please review attached response

Complaint: ***
I am rejecting this response because:Thank you for your reply.I would like to correct the statement made by Brighter Image Lab.The third party installment provider is *** ***, Inc., with whom they have linked on their website for
finance options, which is their own company. *** ***, Inc., owns Brighter Image Lab, Press on Veneers, Professional Teeth WhiteningThey have the logos of *** ***, Inc., on my account login page at the Brighter Image Lab's websiteSo, I feel that they have full authority to issue refundsAttached is a screenshot of my login page.*** ***, Incdoes not have any website or contact numbers, with the only exception of one emailPlease find the following link that proves my claim - ***They share the same business address, which is *** * *** *** *** *** ** ***Attached is a screenshot of their addressI have proof to all my claims.I agree that I informed the lab that I was quite satisfied, but, with the upper veneers onlyI informed the lab the same day they arrived that the lower veneers needed further adjustment and modificationAfter three days of wearing the upper veneers I had tremendous pain in my front upper teeth and the veneers were loose and kept falling off.With reference to eating with the veneers, I am very much aware what one should eat with these veneers, as I am not new to using these veneersI did not over-exceed my expectations and all I wanted was to wear veneers which they claimed one could.I have been wearing veneers from 'SnSmile', since January 2015, and I have never faced any problems since they were delivered in less than three weeks after placing an order through a reliable firmIn a youtube video, posted at the Brighter Image Lab's website * *** claims that these veneers are usable to "survive a social setting"If they do not fit properly and keep falling out, how could one "survive a social setting"Each time I returned the veneers, I sent photos with the veneers onThey are made of cheap plastic and look very fake and look nothing like what they claimed it would be.I requested for a refund last year, but, they rejected my request and threatened to ruin my credit if I did not continue to make the weekly installments.Brighter Image Lab failed on their policy to honor their claim and all I require is my full refund in order to place an order with a reliable firm

Complaint: ***
I am rejecting this response because: They were sent in my daughters name initially because I used her address; I live in the Caribbean
Regards,
*** ***

We have investigated this client's complaints and reviewed the current agreement on file for this caseAccording to our records, Ms *** is an existing client and requested a refund once shipment had already left our officeOur notes indicate that she agreed to the terms and conditions upon
placing her order, understanding that once an order is placed there are no cancellations and there are no refundsThe company makes their terms and conditions very clear across the website as well as during the order processIn addition, we would like it noted that Ms *** contract has been verified that all of the terms were properly listed and disclosed to Ms *** before she was accepted as a client, and we have a copy of the terms and conditions that are associated with Ms *** order that was placedWith Ms *** being a returning client this client has extensive knowledge of the company's terms and conditions, which are applied and accepted any time payment is chargedIn an effort to work in good faith with this client, we are willing to continue the work that was placed once we receive a set of impressions from Ms ***The company's terms and conditions are very clear and specific to ensure that no confusions arises, and as stated a refund can only be offered if notified within hours of placing the order or before the impression system is shipped out to the client. Brighter Image Lab has been in business for more than yearsWe've created over 30,new smiles for clients like Ms ***And when surveyed, the vast majority of our clients rate their experience with us as "excellent" in terms of both service and valueWe place a high priority on customer satisfaction and we regret to hear that Ms ***' experience does not match up to this standardWe take pride in the work that we do and we want to continue working to reach a solution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
The upgrade to the impressions trays hindered me because I did not get them in time for my weddingWhich was the whole purpose I ordered the kit for I needed the instant to avoid this problemI explained this to customer service at brighter image labs and they assured me I would have the impression trays in timeMy wedding has past and I did not receive them
Regards,
*** ***

We have investigated this client's complaint and reviewed the current agreement on file for this case.We have verified that all terms were properly listed and disclosed before the case was acceptedThisclient's account was activated 01/21/upon receipt of their signed application and
retaineragreement, confirming acceptance to the Terms & Conditions.We show this client's finished work was initially shipped out on 03/23/and based on feedback fromthe client, the work was returned for adjustment and an adjusted product was shipped back to them04/24/16.Our last recorded correspondence with this client was 04/28/in which he described further issueswith the fit of his veneerAt that time we offered another adjustment or, if required, a full remake ofhis veneersMr*** declined our offer and stated that he refused to work with us anyfurther.In response to his request for a refund, it should be noted that Mr***'s payment arrangementshave not been made through Brighter Image Lab, but through a 3rd party installment providerWedo not have the ability to alter the terms under which Mr*** financed his purchase as we are nota party to that contract.In an effort to work in good faith with this client, we would like to restate our offer to adjustand/ or remake his veneers at no cost.Brighter Image Lab has been in business for more than yearsWe've created over 30,new smilesfor clients like Mr***And when surveyed, the vast majority of our clients rate their experiencewith us as "excellent" in terms of both service and valueWe place a high priority on customersatisfaction and we regret to hear that Mr***'s experience does not match up to this standard.We take pride in the work that we do and we want to continue working to reach a solution

Please review our response to the rejection of *** ***