ComplaintsforTruSmile Veneers

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  June 15th, email company pictures of my natural smile June 24th, 2023, ordered veneers I paid $337.00 with a 70% discount for a total of $267.00. Scheduled a virtual appointment with one of their seasoned installers. Oct. 5, 2023 She watched me and guided me every step of the way via camera.  I mailed in the veneers and was so excited about receiving them, but to my shock, I got an email on October 26, 2023, stating that the veneers that I sent in of which were guided and approved by a seasoned employee. were rejected, so I tried again, and the second set was also rejected on January 17th, 2024. At this point, I am done with their games. I just want a refund, and I have asked several times. They have violated my consumer rights.  The way their business model is set up to do a virtual appointment makes it impossible for a group of people not to be able to do this, and I am in that group.  As a senior, I personally feel singled out, tageted, and scammed against, as they have made obtaining these impressions impossible for me to do. They have stolen my money, and I want it back!!!!  I made a good faith effort with this product by purchasing it, but at this point, Trusmile Veneer has engaged in bad faith and has stolen money from a senior citizen, me.  I just want my money back!!!! In June 2024, it will be a year since I ordered from Trusmile Veneers and I HAVE NOT RECEIVED MY PRODUCT.   There is something wrong when you order a product and do not receive it in almost a year.  It seems that their intention is to keep my money. This is what is called fraud, and a bait-and-switch  illegal selling tactic.  in my opinion.  Signed  Senior without visitors. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In December, I ordered Trusmile veneers. They informed me 1/17/24 that my molds were not good, after using their video link instructions to make 2 impressions (an extra one just to be safe). I asked that they should refund the transaction after they sent me an email trying to get me to pay additional funds to get my product. They have now charged me for a product they never delivered while falsely advertising 100% guaranteed on their website, and claiming to refund if not satisfied with product. I never received any product. They sent the impression and never sent me the veneers but want to keep my money. Please assist with this as it a fraudulent charge.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Attempted to order twice, every time they state something is wrong request refund or refund for expedited shopping which was not used.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The Veneers look and feel great. However I would not recommend trusmile. Paid for the express shipping at the two week mark (when my veneers should’ve been finished) reached out to see when they would ship. After back and forth emails for a 5 days (their customer service only responds to one email a day) after getting nowhere with email called the customer service number. First off they sound like they’re talking on a phone with bad service so understanding anything is impossible. Called the first day was told it would ship the next day. Then had to call back 36 hours later when it still hadn’t shipped yet. Took them an extra 9 days countless emails and multiple phone calls to ship after the veneers were “finished”. Now they are refusing a refund on the express part of my order, because the were “finished” in the allotted time, which couldnt be true but they definitely hadn’t shipped in the allotted time. Had I not kept on them about the shipping it’s hard to say when I would have actually received them. I would like a 125$ refund on the express (2 week delivery) part of my order. I have attached screenshots of the back and forth emails and the tracking information.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I’ve yet to get what I’ve paid for and gettin the runaround I want my product they promised

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4-10-23 I paid $299.00 for veneers to my top teeth. I however didn’t do the impression correct and had to pay for another impression kit on 5-04-23 in the amount of $24.99. I received an email on 5-16-23 that again my impressions were no good. I requested a refund 5-18 so they responded with sending me a free kit to give it one last try on5-18. On July 7 I got email that my impressions were excepted. After waiting and waiting I reached out and asked how long the impressions take. Aug 17 they responded with 3-5 weeks but added I could expedite them for $145 more. Then on 9-15 I emailed checking on my order only for them to reply that my impressions weren’t excepted.I told them I had confirmation that they were and they have no explanation but did send me an email that I can’t get a refund. I didn’t get any product so why am I not entitled to a refund? If they would make the impressions that would be great but they have done nothing and I’m out 323.99

  Business response

  10/24/2023

  Dear Hallie,
  
  I hope this email finds you well. My name is Yomna, and I am a representative from the escalation department. Your case has been assigned to me, and it is my responsibility to ensure that your concerns are addressed promptly and effectively.
  
  We have made several attempts to contact you regarding this matter and have sent multiple emails, but we have not received any response from your end thus far. We kindly request that you check your inbox for these emails and provide us with a reply as soon as possible, so we can work together to resolve any issues you may be experiencing.
  

  Customer response

  10/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20756559, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Hallie *********

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Terrible service. I would leave 0 stars if possible . I would not recommend this company. They rejected my impression 4 times and after paying for another impression kit. They finally sent me my veneers and they do not even fit on my teeth at all! I mean at all! They refuse to give me my money back for such terrible service! I have been through multiple veneer companies including pop on veneers and shiny smile veneers! The only problem I’ve ever experienced is between trusmile veneers . This is bullshit! And I’m not gonna stop until they refund me my money. Pop on veneers have been the best company I have ever used so far!

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 14th I placed an order of 499.99 for snap on veneers. After making the purchase, I was asked to provide photos of my teeth and warned I should not place an order if I have dental problems. I am in the middle of my dental work and wanted these veneers to wear until that was done, so I sent an e-mail asking to cancel the order. I was offered expedited services to which I responded "If I can get the veneers, I'd like to get them." Communication ended after that, I was supposedly sent an impression kit that I never received and finally, around middle of June I emailed them asking to just refund my money. Mind you, after ordering, they tell you they need photos to see if you qualify before sending a kit. I never sent photos, they do not have my photos but rushed sending me an impression kit anyways according to them. I do not have an impression kit, did not hear anything further them until I wanted my money back and do not have the product. Their policy states after 20 days of ordering, they do not process refunds, which seems like a terrible practice considering you won't get your products until LONG after that and if you have problems, they'll only redo the veneers once. I do not have the product I paid for and at this point, after dealing with them and seeing the reviews, I do not want it, but they are refusing to return my money even though I DON'T have the veneers. I've had to file a dispute with my bank and contact the FTC because I cannot be forced to pay for a product, especially one I don't have. DO NOT DO BUSINESS WITH THEM! They have a "link" you are supposed to find yourself before ordering and if you don't, they will email you certain terms and conditions after you have already paid. Had I of just seen that plainly from the get go, I'd have never ordered in the first place.

  Business response

  07/06/2023

  
  Dear Stephanie,
  
  We highly value our customers' feedback and strive for their satisfaction. We want to address your recent concerns regarding a refund request.
  
  Attached, you will find a screenshot from March 15th, where you declined the refund offer and opted to continue with your veneers order. As a result, we sent out the impression kit, which was delivered according to the tracking link provided. To ensure a satisfactory experience, we also marked your order as express free of charge.
  **************************TrackConfirmAction.action?tLabels=9400111206214920619929
  
  We were awaiting photographs of your teeth to determine eligibility; however, we have not received them nor been in communication since then.
  
  On June 20th, you requested a refund despite previous correspondence. Please note that your order was placed on March 12th, 2023, and as per our policy, refunds are not granted after 20 days from the date of purchase. That being said, we have not refused your refund request if it is determined that you are not eligible for the veneers. To proceed with this evaluation, kindly send us the requisite teeth photos so that our specialized team can assess your eligibility and address your refund inquiry promptly.
  
  Please be reminded that your earlier communication indicated that you wished to proceed with the order. We kindly ask for your cooperation in providing the necessary information as soon as possible.

  Customer response

  07/09/2023

  
  Complaint: 20230223
  
  I am rejecting this response because: After contacting my bank I received a refund anyways.
  
  Sincerely,
  
  Stephanie ********

  Business response

  07/20/2023

  Dear Stephanie,
  
  We requested your teeth photos to determine your eligibility for a refund, however, we never received them. On June 20th, you emailed for a refund even though you had previously asked to proceed with the order. As per our policy, we do not offer refunds after 20 days have passed from the date the order was placed. We did not refuse your refund, however, we asked for your photos to determine your eligibility and direct your email to the specialized team for a refund.
  
  We hope this clarifies the situation. Thank you for your understanding.
  
  Sincerely, 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered top and bottoms and was on a payment plan. They have been paid off. I was sent the impression kit and did the molds . Bottom molds were no good and was asked to purchase another kit to redo the impressions. My veneers have not been manufactured yet. I informed the company that I now have dental insurance and would not benefit from the snap ons as my teeth keep breaking and will be needing actual dental implants. Putting on and taking out will damage my teeth further. I was told that refunds are only up to 20 days after order is placed and was told that they will send another kit for impressions free of charge. Again, my teeth are breaking and need to go to a cosmetic dentist. So now I’m out 500 dollars because I can not use them.

  Business response

  07/06/2023

  Dear Angelina,
  
  We greatly appreciate the feedback provided by our valued customers and continually strive to ensure their satisfaction. We were surprised to read your recent complaint stating that we refused your refund request despite being aware of your dental condition.
  
  Please rest assured that our team takes such matters very seriously. In order to investigate and resolve this issue efficiently,  As per our records, we promptly forwarded your request, which detailed your teeth condition, to our team of specialists upon receipt. Furthermore, we communicated this information to you via email.

   Following a thorough review, your refund request has been approved and processed. Please kindly confirm that you have received these funds.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $448.00 for snap on veneers that do not cover my teeth. The top teeth look like clown teeth and the bottom teeth will not snap on. This company uses deceptive business practices and needs to be stopped. I waited weeks for them to be completed and want a full refund. This is an unusable product.

  Business response

  04/20/2023

  Hello Michele,

  We take all our customers complaints very seriously and we make sure that we do our best to provide with the best service and product.
  
  We are very sorry that you're facing issues with your veneer. We will make sure to fix this for you, however Please allow us to explain that as stated on our website the veneers are custom-made appliances. Therefore, it might take more than one trial to make them perfect.

   As per our Terms & Conditions agreed by you,  we do not offer a refund after making the product. However, we ensure that we are responsible for fixing the veneers for you by applying the proper adjustments , and we will expedite the manufacturing process for you for free so you can receive your new fixed replacement as soon as possible.
  
  Please let us know your thoughts at your earliest convenience.

  Customer response

  04/20/2023

  
  Complaint: 19946836
  
  I am rejecting this response because: this company responded by email using scare tactics stating getting a third party involved would delay resolution from TruSmile Veneers. I have attached documentation and photos of the nonviable item. 
  
  Sincerely,
  
  Michele *****

  Business response

  04/26/2023

  Hello Michele,
  
  We are sorry that you think our response was a scare tactic, and we apologize for any confusion that may have been caused.  Allow us to clarify: we offered a resolution to your case based on the agreed-upon terms and conditions.
  When you refused our resolution, we simply noted that this would delay the resolution process, as this is the only course of action we can take.
  We hope this explanation has been helpful. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you for your time,

  Customer response

  04/26/2023

  
  Complaint: 19946836
  
  I am rejecting this response because:
  the only resolution I will accept is a full refund. There was no confusion on my part. The email trail was included in the complaint. Rewording your responses with the same offer will not change my perception of your company or my mind on this matter. 
  Sincerely,
  
  Michele *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩