ComplaintsforTruSmile Veneers

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made full payment for the product and received an email stating the following: To determine if you are eligible for TruSmile Veneers, please send us photos of your teeth (Only If it's your first time ordering): The photos should separately show all of your teeth, including the gum line on the top and bottom arches. And it goes on to say the following: If your case is elligible, we will notify you and send your impression-making kit right away. If not, we will refund you for your purchase. Please, don’t attempt to take the impression if you suffer or have any of the following: Bleeding Gums, Gum Disease, loose teeth, loose fillings, loose crowns, badly decayed teeth and/or accumulated calculus or tartar over your teeth. Please consult your dentist first. The website does not give this warning, the warning is in an email sent after payment of the product. A few of my teeth are rather brittle and I do not think this process will work for me. So, I replied to their email to tell them I would like a refund as this does not seem to be a viable option for me. I received a few emails back stating they will not provide a refund. I have not received any services from them nor do I want services from them. I want my money back as I do not feel this option is good for me.

  Business response

  04/14/2023

  Hello,
  
  We take our customers complaints very seriously and we work hard to ensure their satisfaction.
  
  Before we could accept any order, we needed to ensure that you qualified as a candidate for our services. To do this, we provided a link for you to use to determine your eligibility before you place your order on our website.
  ****************************************************

  Since you did not use this link, we sent you an email requesting that you submit photos of your teeth in order to advise you on the case and proceed with the refund, if necessary. 
  
  We can see that the refund has been processed. We appreciate your patience and understanding to solve this matter. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/31/2022 I ordered veneers from Tru-Smile for the purpose of covering missing teeth. I received my veneers and unfortunately they were not made correctly and did not cover areas of missing teeth as they advertised. I contacted them on 02/09 to let them know that they were not made according to what they had stated. They said they would remake them and I received the new set on 02/24 and this set would not even snap over my teeth. I did contact them, but they have not responded. I asked them to please refund my money, and I will gladly return both sets of veneers. They have a statement on their website that says satisfaction guaranteed an excellent customer service even though I have tried to call them many times and after waiting on hold for 10 to 20 minutes, the phone just hangs up on me. I paid $429 for these veneers and I would like a refund. They do not have excellent customer service and I am not satisfied at all with the product that they provided. I have partials and as I told them, I could have easily gone and gotten professional whitening done on my teeth, and they would’ve looked better, and it wouldn’t of had the appearance of missing teeth. Very poor quality control and very poorly made product.

  Business response

  03/08/2023

  Hello,
  
  We received your complaint. And we will do what we can to ensure your satisfaction.
  
  We are very sorry to hear that you are facing issues with your veneers, furthermore, we truly respect your decision to get a refund. However, if you're willing to give this process another shot, rest assured that we will do everything we can to make everything easier for you.
  
  (We have offered the customer to express for free their next remake to make it as fast as possible and fix the issues, however, they rejected our solution and wanted to get refunded)
  

  We can see that our team is communicating with you to proceed your refund process.
  

  Customer response

  03/14/2023

  
  Complaint: 19505000
  
  I am rejecting this response because:
  As evidenced in the attachments above, I was offered a full refund if I return the product. There is a delivery receipt in the attachments above as well proving that I have returned the product however, after two emails, I am still unable to get a response.
  Sincerely,
  
  Kelley ********

  Customer response

  03/17/2023

  The company resolved the complaint by refunding my money 100%. I am satisfied with this resolution, and I am pleased that they provided me with excellent customer service.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered veneers and when I received them I tried them on right away , I didn't even have them in for a couple mins and they were so painful and I felt my teeth crackling when I pulled them off my tooth filling broke. I just had these fillings done and can prove it with medical records . Not only that but it's been over a hour and they were so tight that my teeth still hurt. I'm worried if I put them back in more fillings that I paid for out of pocket are going to break. Not to mention they are huge and I can't speak at all. These veneers are not safe for my teeth and I believe I am entitled to a full refund as now I have to spend 100s of dollars on a exam and new dental filling. These are cheap and dangerous veneers! Please help!!

  Business response

  11/08/2022

  Hello Melissa,
  
  We are very sorry that the veneers did not fit you perfectly.
  
  Please let us explain that the veneers are custom-made appliances that can take more than one try to fit ideally, just like any other dental work you do at the dentist's office.
  
  Also, please let us explain that veneers can not break your fillings as we make the veneers in thin sheets that can cause no harm for you.
  
  However, we can see that you emailed our billing department, and they will get back to you with your request.
  

   

   

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2022 I purchased veneers from www.trusmileveneers.com, with the comfort of a 3 year guarantee. After wearing the veneer approximately 10 times for less than 6 hours per occasion, having never eating nor drinking with them in place, and following all directions and recommendations - the veneer broke at one of the spaces between the teeth. I contacted the company and was told I could repurchase the veneers. Or I could get a replacement free of charge - ONLY IF I leave three positive reviews, with photos of me wearing the veneers before they broke, on three different platforms of their choosing (of which they sent me the links). I will not post three fake reviews with false claims about their product in order for this company to honor their guarantee.

  Business response

  11/08/2022

  Hello Tara,
  

  We take our customers complaints seriously and we do our best to satisfy them.

  As per our policy  https://www.trusmileveneers.com/pages/faqs the manufacturer guarantee covers remaking your veneers one-time free-of-charge, if they arrive to you not perfectly fitting your teeth, also our company offers a 30 day warranty against any fracture from the date the veneers are received.
  

  Since you have exceeded your 30 days warranty, we offered to replace your veneers in a discounted price.
  

  We only send the reviews link for our satisfied customers to leave their honest reviews and it never happened the we requested to post fake reviews.
  
  We hate to see any of our customers unsatisfied with the process therefore we have sent you an email and we will be waiting for your reply.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I done my impressions kit back in the beginning of 2022, It took me until mid august to make my final payment of $159 dollars. I received conformation email of them being shipped and delivered. But I have never received the actual package! I was affected by the flood in eastern KY in July, when I made the initial payment I had no option to change the address, and the mailbox doesn’t even have a lock so it’s a non working box I’ve contacted the number given and no answer. Email says invalid, it took me a year to pay for the vaneers and my package can not be located after months of working with my local post office trying to find them. I just want a refund or my vaneers please.

  Business response

  10/28/2022

  Hello *****,

  We are very sorry to hear that you lost your package.

  We checked and we can see that you made your second payment on the 22nd of Aug and we shipped the veneers on the 23rd of Aug and it says that it was delivered.
  

  However we can see that our team received your email and replied back to send you a free impression kit and repeat the process just to satisfy you.

  
  We reply to all emails sent to info@trusmileveneers.com and all phone calls as well.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered top and Bottom and paid in Full. My order started on 5/13/22, waited a month 1/2 and then called, No Answer or call back? called again 6/29/22 and Rep said they rejected my Impressions and sent E-mail (no Email received on my part. 7/5/22 was told to purchase new Impression kit and did so. Sent back to Truesmile 7/8/22 and havent heard anything? I would like to get a refund at this point. ************** (order # S19156 and S20086.

  Business response

  08/23/2022

  Hello Spencer,
  
  
  We take all of our customers' complaints very seriously and we always do all that we can to ensure their satisfaction.
  
  The impression step is the most important step in the process of veneer manufacturing, without having a good impression we can't deliver a perfect fitting veneer.
  
  We never received an email or any communication from you as per the emails.
  
  We have sent you an email to resolve this issue ASAP.

  Customer response

  08/26/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  transaction date :March 16 2022 paid:259.00 Supposed to recieve top and bottom Reached out several times stating i wanted a refund. No response to that ORDER #S18099 Do not have acces to the card ending in 6763 anymore.

  Business response

  08/23/2022

  Hello Kenneth,
  
  We take all of our customers' complaints very seriously and we always do all that we can to ensure their satisfaction.
  
  Please let us explain that you are on a payment plan, your made the first payment of $259 and your veneers were done.
  
  We sent you an email to complete your second payment to be able to ship out your veneers.
  
  In order to proceed you need to complete your payment first.
  
  We have sent an email, however we did not receive a response.

  Customer response

  09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a refund

  Business response

  09/08/2022

  Hi Kenneth,
  
  We have directed your case to our billing department and they will contact you ASAP.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is related to this company sending veneers that do not meet the standards that they previously stated. They are cheaply made and twisted in a way that possibly caused damage to my teeth. I put the top row veneer on and it felt like it was pushing my two front teeth in different directions. I am afraid to leave these in for any long than a few seconds. I promptly removed them in fear of damaging my teeth. The veneers are a disgrace. They are almost worse looking than my teeth. These are not $500 veneers. After I made my request for a refund, the company has stopped any and all communication with me.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/16) */ We have contacted the customer to fix this issue and the customer was satisfied with the solution.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to contact this company for months. I sent my kit in in January, it's been almost 5 months and no word on if the impression is right, wrong or anything. No one answers the phone and the email keeps saying it's invalid. I paid 470.00 I want the product I paid for or my money back.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/05/25) */ Hello Nedra, We take all of our customers' complaints very seriously and we always do all that we can to ensure their satisfaction. We went immediately to check your order status and the communication as well. So we can see that you have placed an order in 2019 and also sent us your impressions which were received on the 5th of October 2020, we sent you an email the same day that we needed your impressions repeated and we sent a free impression kit. Since then we have never received any impressions back or a response from you. We have sent you an email to make sure that we will be able to communicate through emails and solve this issue. Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have looked through spam and my inbox and I have no email from this company. I sent the impressions in from the last kit in January 2022. I have not heard anything back from them and have not been able to reach them. Business Response /* (4000, 9, 2022/05/31) */ Hi Nedra, We have sent you multiple emails to the email connected to your account. Please send us an email at ****@trusmileveneers.com so that we can help you and assist you further. We will make sure to solve any issue you are facing, however, we need to confirm that we have sent emails to you with no response. Please email us and ask to be directed to Yomna from the escalation department to be able to help you immediately. Consumer Response /* (4200, 11, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is insinuating that I am purposely not responding to emails that I haven't gotten since 2019 and it's not addressing the issue. I sent the impressions in January 2022 and it is now almost June and I haven't heard anything back from them on whether they were done correctly, if they were received or anything.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have ordered both top and bottom veneers from this company on 11/22/2021 . My expectation was high after reading all the reviews but I was left utterly dissapointed by the product. The first time they sent a faulty top veneer. It was really bulky for my teeth and front teeth were just grotesquely big. I took the photos and requested for adjustment which they agreed upon. They sent another top veneer in a few weeks but it was the same as the first faulty veneer. No noticeable changes were made. Upon complaining to support they just responded saying that no further adjustment can be made. I have heard complaints that after COVID their product quality has really declined and I think that is absolutely true. I cant accept faulty products after paying 500$ , this needs to be resolved so more people are not deprived of their deserved products.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/02) */ Hello *******, Thank you for contacting us. We care so much about our customers and their satisfaction. Veneers are custom made appliance that might take more than one trial to fit perfectly, however we have reviewed your case and since the natural teeth are crooked we created the veneers a bit bulky to give it a straight look. We are sorry that you were not happy with the results and that is why we have directed your case to our billing department and they have cancelled your order as requested. Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you and I have received the refund already from your billing department. You have been really great with the communications. I appreciate it.

*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. ↩