Brighter Image Teeth Whitening

Complaint: [redacted]
I am rejecting this response because:In the response from Brighter Image Labs the following was stated:   






While we would have loved the opportunity to continue work on Mr. [redacted] case, we are still
awaiting for the impression...

system to be returned in order to move forward with any type of
work. 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 new smiles 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 high priority on customer satisfaction and we regret to hear that Mr. [redacted] 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. An email was sent on 02/17/2017 with the USPS package tracking number #[redacted] showing that it was delivered to their office on 02/02/17 at 10:48am.  The impression system was unused and as was stated in another email to the company I can't move forward with the impressions at this time since I have since had my teeth removed and have permanent dentures. 



Regards,
[redacted]

Please review our attached response.

We have investigated this client's complaint and reviewed the current agreement on file for this case.According to our records, Mr. [redacted]' case is currently in a 'Default Payment- Hold' status. Our notesindicate that his case was placed on hold because his account is currently in default due to...

non-paymentI non-communication.While we have had multiple contacts with Mr. [redacted] previous to and since his account fell into default,our multiple attempts to contact him since receiving this complaint have gone unanswered.In addition, we would like it noted that Mr. [redacted]' payment arrangements have not been made throughBrighter Image Lab, but through a 3rd party insWe have investigated this client's complaint andreviewedthe current agreement on file for this case. According to our records, Mr. [redacted]' case is currentlyin a 'Default Payment- Hold' status. Our notes indicate that his case was placed on hold becausehis account is currently in default due to non-payment I non-communication.While we have had multiple contacts with Mr. [redacted] previous to and since his account fell into default,our multiple attempts to contact him since receiving this complaint have gone unanswered.In addition, we would like it noted that Mr. [redacted]' payment arrangements have not been made throughBrighter Image Lab, but through a 3rd party installment provider. Because of our relationship with thisprovider, we are contractually obligated to hold any cases that fall into default, and remit the productto this provider if/when demanded, according to our terms.We have verified that these and all other terms were properly listed and disclosed to Mr. [redacted] beforehe was accepted as a client, and we have obtained a copy of the signed agreement Mr. [redacted] submittedto this installment provider, which details our responsibility to hold cases at the provider's request.[redacted]We do not have the ability to alter the terms under which Mr. [redacted] financed his purchase as weare not a party to that contract. ** *Our first and best solution is for Mr. [redacted] to work with his installment provider to become current onhis payments and to operate within his agreed payment plan. However, in an effort to work in goodfaith with this client, we are willing to contact the 3rd party provider on his behalf and get a detailedreport of payments missed, and total amounts due in order to bring his account to good standing so thatwe can release his case.Brighter Image Lab has been in business for more than 19 years. We've created over 30,000 new smilesfor clients like Mr. [redacted]. And when surveyed, the vast majority of our clients rate their experiencewith us as "excellent" in terms ofboth service and value. We place a high priority on customer satisfactionand we regret to hear that Mr. [redacted]' experience does not match up to this standard. We take pridein the work that we do and we want to continue working to reach a solution.tallment provider. Because of our relationship with this provider, we are contractually obligated to holdany cases that fall into default, and remit the product to this provider if/when demanded, according toour terms.We have verified that these and all other terms were properly listed and disclosed to Mr. [redacted] beforehe was accepted as a client, and we have obtained a copy of the signed agreement Mr. [redacted] submittedto this installment provider, which details our responsibility to hold cases at the provider's request.

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]

On May 04, 2015 Ms [redacted] was sent the denial email. With recent communication, Ms [redacted] was informed again that the email that denied the refund based on terms and conditions was sent, and was resent so that she could have for her records. She stated that she was unaware of the policy, our policy is made clear on our website and on the card that is signed and returned with impressions, stating that the terms and conditions are acknowledged and agreed to. 
 Ms [redacted] signed the agreement of the terms and conditions on 01/01/2013 agreeing to the terms and condition before starting the veneer process. Ms [redacted] has requested another review of her refund, and was emailed 02/08/16 stating that the refund has been denied and that we would be willing to continue to work with her on making a new veneer. Our request has gone unanswered.

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.

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 made. Sheryce Watson has been a client since August
07, 2014 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 veneer. Sharon Johnson signed
and returned the terms and conditions which stated she “No Refunds or
Cancellations”, and that we would repair or remake the veneer. There 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
concerns. In Kind Regards,Brighter
Image Lab

As stated previously, we are still motivated to work with Mr. [redacted]. We believe we can design asmile he will love, but we can't do that if he refuses to work with us. Our offer to remake his veneersstill stands.We will also restate that we were not a party to Mr. [redacted]'s purchase agreement and that anypotential for a refund is outside our control and should be addressed with the 3rd party provider throughwhom he purchased.As always, our goal is to find a satisfactory resolution to this case and we are committed to continueworking with Mr. [redacted] in good faith, if he will offer us that same courtesy.Unless Mr. [redacted] has more information or a request that we can address, we have nothing more toadd.Brighter Image Lab has been in business for more than 19 years. We've created over 30,000 new smilesfor clients like Mr. [redacted]. And when surveyed, the vast majority of our clients rate their experiencewith us as "excellent" in terms of both service and value. We place a high priority on customersatisfaction and we regret to hear that Mr. [redacted]'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