Brighter Image Teeth Whitening

Complaint: ***
I am rejecting this response because: the
information is again is inaccurate as noted previously in my responses.I had provided both front and lower kits in December. I have provided documented proof that they hadreceived both and they were both good. I also have documented proof (please refer to emails attached) that I called in January and also emailed when only receiving my uppers and a "kit" that they had sent it in error and that they were "looking at" my lowers which now they claim they didn't get. Again, this is a customer service issue and I am not the onlyperson having one.I have NO faith that this organization will be able to provide me with what they keep promising me and I justwant my money back and to be done. I do not have another months of time to waste on this andthey've had more than enough time and chances remedy this.Regards,*** ***

We recently received notification
from your office stating ID *** issued a complaint against our company.In reference to this
complaint, this client, *** ***, did place an order requesting Acrylic
Trays and syringes of teeth whiteningThe instant acrylic trays have indeed
been on
back order as it has taken a lot longer than we anticipated it being
We instantly upgraded *** *** to a custom made teeth whitening tray
without having to pay any additional amountThe customer teeth
whitening tray, is made based on the impressions that we receive from our
clients* *** *** placed her order September 24, 2015, her first package
was mailed out the next day but was sent to the wrong addressA new package
was created and mailed out the same day that *** informed us that she
hadn't received her package October6, The package was delivered with
priority to ensure a faster delivery timeThe package was delivered on October
9, 2015, and *** did not return the impression system back to us until October
20, Upon receiving her impressions, our lab indicated that a whitening
tray could not be created based on their impressions that had been sent into
usA new impression system was mailed out to *** ***, and new
impressions have not been receivedWe understand the frustration that not
having the instant trays, but offering the upgrade at no additional cost is
something that we wanted to do in order to make up for not having the trays.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
concerns

Please see attachment.Thanks

Complaint: [redacted]
I am rejecting this response because:Hello again.  This is the point with this company they keep saying that I signed agreement and everybody ignoring my point and frustration I explained   in previous letter. I will try again but I...

don’t think I have a choice as a costumer as they have a cover up with their agreement.  I did everything they asked me and I send them impressions back 3 times. They keep sending me back the same and even worse veneers which one doesn’t feet me at all. I wrote them 5 emails trying to explain after each time what is wrong and sending them pictures also. I wrote in previous letter when I called and whom did I talk after last impression I send them back. Nobody even called me or wrote letter that it was wrong the way I did it. I waited one month before I called them myself and tried to find out what is wrong. I gave already an explanation whom did I talked and time and dates. Suddenly the hand up on me twice after been on hold for more than half hour and suddenly they told me that I don’t do it wright after first two time I did it and it was ok and now I been told I have to go to doctor for help with doing impression which they advertise on their website no doctor needed easy to do at home. So they bound you with contract that they have amazing technology for making it so easy and perfect veneers at home. But they can get away because I don’t have any written writes as a costumer for not getting product they guarantee. How it could be legal. I just gave them job to practice on me and it didn’t work, they just hand up on me and that’s it.  They have to have recorded conversation as I have giving exactly time and dates of the conversations. I understand they been in business many years’ experience and that’s why I trusted them as they show amazing pictures on their website. But we all humans are different and it definitely will be somebody like me with complication with my teeth. They are very out alignment and crown on the end they just could make to feet on it veneers and like I wrote I never could close my lips I was taking my lips with my fingers and put lip on the top of veneer and lips didn’t close completely, so was like open mouth you can see teeth and I couldn’t talk because too much teeth sticking forward and to bulky in my mouth. I wrote them 5 letters explaining all this .nobody even read it. When I called and asked them about my letters they didn’t have anything to say. Definitely in my case this product is not possible for my mouth with my problems and they have to consider cases like this its normal to have situations like this and as a business sometimes you need to loose time of your work and be respectful to your costumers. Simple as it is keep your name in good faith. I really wanted to have cover up for my ugly teeth believe me I was so existed about their product but it just didn’t work for me and I am myself  so frustrated with this too. I can go back and try it again and I know it will be wasting of their time and they will tell me again that they spend their valuable time that’s what they worry not about my frustration and money.  I don’t feel like to go through this disaster again but doesn’t seems I can do anything about it and I believe it was a lot of people like me who doesn’t have time and nerves to go against them and they know that and they don’t care to keep reputation in good faith. I will try it again even I don’t feel good with them after they were very rude to me and hanging up on me and I know will be no results for me. I will go to small court after that as I know it will be just more headaches and frustrations. Thanks so much for your time
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Whether I signed the contract with [redacted], Inc, has no bearing because [redacted], Inc, legally owns Brighter Image Lab, and several other websites, selling exactly the same veneers. Mr. [redacted], is the founder and owner of [redacted], Inc, and Brighter Image Lab.
Brighter Image Lab uses this tactic to refer to they own firm, as "3rd Party Financing", to make it seem impossible to get any refunds. [redacted], Inc, and Brighter Image Lab, both, share the same physical address and phone number.
Therefore, I find it hard to believe that refunds are not possible.
I back up my claims with proof, including a proof by email, that they would report it to the credit agencies, if I defaulted any payments.
They offered to "continue to adjust, redesign, or even remake", veneers, "free of charge". Did they expect me to pay for veneers which do not fit, after waiting for ten months?
I have stopped making payments since June 5, 2017. Will they still "continue to adjust, redesign, or even remake", veneers, "free of charge"? 
I do not require a representative from [redacted], Inc, to explain to me the terms of the agreement. The agreement is void because Brighter Image Lab, failed to honor their policy to provide me with veneers which I can use.Regards,
[redacted]

We recently received
notification from your office stating ID [redacted] issued a complaint against
our company.In reference to this
complaint, this client, [redacted], 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 made. Ms. [redacted] has been in correspondence with the
company in regards to her veneer not fitting well. [redacted] refused to work
with us on making a new veneer for her with the description that she gave us. We
stand by our Terms and Conditions of the purchase, “No Refunds or
Cancellations". Since [redacted] refused to allow us to repair or replace the
veneer. According to our terms and conditions, the only means of
dissatisfaction is to allow us to repair or replace to veneer up to two (2)
times. There have been no changes made to our Terms and Conditions that Ms.
[redacted] did agree upon when placing the custom order with us.    While
Ms. [redacted] has violated the Terms and Conditions of the purchase, our office is
still willing to work with her to make her the custom cosmetic veneer she has
purchased.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
concerns.

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

We have investigated this client’s complaint and reviewed the current agreement on file for thiscase. We have verified that all terms were properly listed and disclosed before the case wasaccepted. This client’s account was activated 07/26/16 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 07/27/16. Mr.[redacted] reached out to our office on October 19, 2016 explaining that he wished us to make anexception of the company's Terms & Conditions and allow him to cancel for a full refund. It wasexplained to Mr. [redacted] that he was well past the 14 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 ofwork. We 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 20 years. We’ve created over 30,000 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 value. We place a highpriority on customer satisfaction and we regret to hear that Mr. [redacted] s experience does notmatch up to this standard. We take pride in the work that we do and we want to continue workingto reach a solution.

Please review our attachment provided above.

Please review our attached response to complaint #[redacted].

Please review our attachments.

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.
Hello [redacted]:Thanks for your quick response. I want to just go ahead and close out the complaint for now. If they don't...

follow thru with their (Brighter Image Lab) solution, then I'll reopen it as mentioned. So close it please.Thanks again, have a blessed day!Ms. [redacted]

Please review attachment.

Because it look fake.I have smal face and mouth.this product it is not good for me.they saw my pic.they should told me that I am not good condidat.they said 100 percent satisfaction.that' s not true.

Complaint: [redacted]
I am rejecting this response because as stated in my prior correspondence with backup,  I  Called Laurie via and spoke with her the day my impressions were receivedand she confirmed to me via phone as well as email that they were good and that they were going to "rush" my order since I had been waiting so long, which they did not.  I contracted this organization in September to make a SET of vaneers.  Top and bottom teeth.  A PAIR.The two vaneers that they sent as a "SET" are two top arch's.  They are not wearable.Both DO NOT fit the same.....they are much larger than my teeth as well as they are so thin on just two teeth that my teeth are almost coming through.I have been more than patient throughout this process and do not have the confidence based upon the history these last 5 months.  They continually set the expectationand then they do not deliver.  I had provided many opportunities for them to "work with me in good faith", I have asked to speak to a quality assurance person or someone that is in charge several times and have never received a phone call or email back.  They were fully aware of the situation however were not concerned about customer satisfaction during this entire process until I had engaged Revdex.com.
Regards,
[redacted]

We have reviewed the 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 accepted. This client’s
account was activated 02/20/2015 upon receipt of their signed
application and retainer agreement, confirming acceptance to the Terms & Conditions.
We received
impressions from this client on 03/12/15 and 06/05/15 which were deemed
unusable. We show subsequent systems were sent to this client on: 05/04/15,
08/12/15, and 11/15/15 (with delivery confirmation to the address provided) the
impressions from which have not been returned to our lab. Without these
impressions, work on this case cannot continue.
Because the client did
sign and agree to the Terms & Conditions, used 2 impression systems,
and materials provided, and received additional replacement systems, and
because this case currently occupies one of our limited spots in our service
queue, we are unable to alter the “No Refund” provision - which is standard in
our industry and in compliance with applicable regulations.
In an effort to work in good faith with this client, we would
like to offer yet another new impression system  ($149.00
value) at no cost to him, as well as a personal instruction session to
assist him in making his new impressions when he is ready.
Brighter Image Lab has been in business for more than 19 years.
We’ve created over 30,000 new smiles for clients like Mr. [redacted] And when
surveyed, the vast majority of our clients rate their experience with us as “excellent”
in terms of both service and value. We greatly value our customer satisfaction
and we regret to hear that Mr. [redacted] experience does not match up to this
standard. We want to continue working to reach a solution. We take pride in the
work that we do and will strive to assist him in any way that we can.

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 customers. I 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 90 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 67 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 distorted. I 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 time. I 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]9/28/15
Regards,
[redacted]
Revdex.com[redacted]
[redacted] **
[redacted]
Dear C[redacted] :
This letter is in regards to your complaint submitted on 9/15/2015 12:00:00 AM against BRIGHTER IMAGE TEETH WHITENING and assigned complaint ID [redacted]
The business response is either below or attached. You have 8 calendar days to submit your response back to the Revdex.com. If 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 complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.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 9:00 a.m. and 4:00 p.m. or by email at [redacted]
Regards,
[redacted]
[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, 2015 and has received numerous adjustments and re-makes of her veneers overthe last few months.We stand by our Terms and Conditions of the purchase. We have made no changes to our Terms and Conditionsand all of our clients accept and sign our Terms and Conditions upon placing their order. Our 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 provide. Upon receiving the first set of veneers on April 21,2015 [redacted] emailed Brighter Image Lab and stated "I received my veneers this morning and was soexcited to receive them. The 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 letter. The 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 anymisunderstanding. If any additional information is required, please feel free to contact us with any questions orconcerns.

Please see our attached response.

Please see our attachment.

Complaint: [redacted]
I am rejecting this response because:
Regards,my wife is disabled and cannot use this product they are stealing money from people who dont understand there terms
[redacted]