ALIGNERCO Reviews

THE EARLY MONTHS. The impression material they sent didn't set properly, and I was charged again for another kit. They then insisted I download their app for a "smile projection" even though they already had my impressions, and that went back and forth for over a month. When my new aligners finally arrived, I sent the fit photos they asked for. They said the aligners didn't fit. I told them they were seated properly and would settle, and they did. They then asked for more photos and a third set of impressions. I refused and asked them to send the rest of my set. A chatbot told me my case had been escalated and nothing happened. My written deadline passed with no reply, and when they finally answered it was a generic "forwarded to our Resolution Team" message. Then I posted a review.

AFTER THE REVIEW. Two days later (Aug 13), a "Resolution Specialist" named James ** took over my case, said my fit was approved, and said Steps 2-5 had gone to the lab. On Aug 14 I asked in writing whether Steps 2-5 would complete my plan with no further steps or sets needed. I never got a yes or no. I was told I'd need to send Step 3 photos before "any remaining aligners," and I was asked to remove my review in exchange for a whitening kit. I asked for retainers instead. On Aug 19 he said I'd get two full sets included with my refinement aligners, but that management required the review be removed first. On Aug 27 he said the aligners and retainers were in active fabrication. Then I heard nothing for 18 days, until I chased him on Sep 14. On Sep 22 I learned their shipping department had lost the package and the aligners were being remade. They were delivered Oct 3 (I was out of town and picked them up Oct 5), without the retainers.

THE REVIEW PRESSURE. From Oct 1 to Oct 5, I got an email every day except Sunday asking me to remove my review, with a $125 retainer offered in exchange. In total I was asked in more than ten emails.

THE REAL PLAN. On Oct 8, after I asked again how many steps there were, I was told for the first time that my plan is 12 steps, released in batches, and that the retainers would ship only with Steps 6-12 after another photo approval. He acknowledged his earlier emails about the retainers were "unclear." The second retainer set would only be made if I removed this review.

On Oct 9 they offered to make Steps 6-12 without the Step 3 photos, but only if I signed a statement releasing AlignerCo from responsibility for fit and treatment results. I wanted to skip the photo review because of how long everything with this company takes, and another review round had the potential to delay my treatment even more. I agreed to skip it in writing and refused to sign the release. On Oct 12 they said they won't make the remaining aligners unless I send photos or sign it, and offered a refund instead. Their website advertises 24/7 customer support and expert-reviewed plans. I have never been given the name of anyone overseeing my treatment. I paid in full, have saved every email,

1. The Live Chat is pointless. They take forever to reply and just keep repeating themselves.

2. The app is cheap and basic – distorts photos.

3. CUSTOMER SERVICE is a joke. You get copy/paste generic emails and shuffled around. It takes days to get a reply to an email. You spend a lot of time waiting around with no help.

4. My experience – so far. Received Kit, Did impressions, Mailed back. I followed up and was told they must have gotten lost in the mail. I was told they would send another kit. That took another week and a half. I did not get a kit. I got a cheap envelope with 4 trays and putty mix. ZERO Documents, Return Label, Instructions, NOTHING. I sent photos as was told they are not good enough and do I have more materials? WHAT?? I was also told my gum line is not good for aligners. TWICE I have asked for a refund because of POOR CUSTOMER SERIVICE. I was told I DO NOT qualify for a refund.

NOW, since I am not a good candidate because of my gum line I am eligible for a refund per their policy, but I am being shuffled to another department. Waiting MORE days to even find out if they will honor their own policy. (ALSO, FYI, once your 3D projection is done, if you do not approve you are eligible for a refund that that point!) I will update my review as this continues!! They have 15 days to refund before ANOTHER payment will be due!

What I find most concerning is that after my treatment did not produce the expected results, I was asked to pay additional money instead of having the original policy/guarantee honored. I believe this is unfair, particularly because I relied on the terms presented when I purchased the treatment. I have also experienced ongoing issues with the app and customer service. Resolving these problems has required a significant amount of time and effort, without what I consider to be an appropriate resolution.

I am currently documenting my experience and gathering the necessary information to file a complaint with the BBB and to explore a refund through my credit card company. Based on both my experience and my son’s, I would not choose AlignerCo again. I strongly recommend that anyone considering this company carefully review its policies, guarantees, and follow-up process, particularly what happens if the treatment does not achieve the expected results. Preferably avoid it at all costs.

What is most frustrating is that, after the treatment failed, I was asked to pay additional money instead of having the original policy/guarantee honored. I believe the company should take responsibility and work toward a reasonable solution rather than charge the customer more. Their customer service has also been disappointing, and their app has not worked properly. Resolving these issues has taken far too much time and effort. I am currently gathering documentation to file a complaint with the Better Business Bureau (BBB) and am also considering requesting a refund through my credit card company. I do not recommend AlignerCo. I strongly recommend researching their policies and guarantees carefully before purchasing their treatment.

The impression kit cost me $30 upfront. Unless you already have experience taking dental impressions, getting a perfect impression on the first attempt is extremely difficult. When mine wasn't accepted, I was sent another kit and charged another $30. When that still wasn't sufficient, I was told I needed a 3D scan costing approximately $300, or about $200 if I drove roughly 1.5 hours outside my area because there weren't enough convenient locations. And that was only the beginning.

Trying to communicate with the company was an ordeal. I had to call internationally, leave messages, send multiple emails, and wait days for callbacks. If I missed the call, getting someone back on the phone was extremely difficult. This went on for two to three weeks before I was finally able to connect with someone.

Then came the Google Meet appointments. I scheduled a meeting weeks in advance, only to have the representative fail to show up. I waited and waited. Eventually, I received an email asking me to reschedule. The next appointment went essentially the same way. On the third attempt, I finally connected with a representative — 45 minutes late. The explanation I was given was that they were having a birthday party in the boiler room. I found that response completely unprofessional and unacceptable when I had already spent weeks trying to get assistance. At that point, I requested a refund.

That turned into another two weeks of emails, missed calls, and waiting for a "resolution specialist." Eventually, I was told they would not provide a full refund. I was expected to absorb the cost of the impression kits and even contribute toward credit-card processing fees they had incurred. By the time this was over, I had wasted approximately eight hours of my life simply trying to get a resolution to a problem that should never have become this complicated.

My experience was incredibly frustrating from beginning to end. The low advertised price was very misleading in my experience, and the actual process involved additional costs, repeated delays, poor communication, missed appointments, and an extremely difficult refund process. I would strongly recommend that anyone considering this company research the complete cost and refund policy very carefully before paying anything. Don't assume the advertised price is what you will ultimately pay. Buyer beware. Based on my experience, I would not recommend this company.