NewSmile

It’s been serval weeks since I made my entire payment and still I am no closer to receiving my slingers. The first impressions did not work, but nobody contacted me. After I contacted New Smile, the sent me larger trays at my cost. These did not work for my uppers, so now I am waiting again. At this rate, it will be over 3 months before I’ll see my aligned. This experience has been highly disappointing.

I like that the aligners do not dig into my gums, but the customer service is pretty awful. When I first signed up, they were good, but when I reach the end of my treatment and did not like the results (I ended up with 3 different gaps which where not shown in the preview they send), they kept stalling me for around 6 MONTHS before I got any real answers. I complied when they asked for pictures and videos of my teeth and retainers, and sent them in a timely manner, but they kept stalling. They either did not respond for two week periods (I had to send them follow up emails to get them to reply), or they kept saying that the dentist still needs to look at the pictures and videos. I had to post online my negative experience before any real action started to happen... and even then they still wanted to charge me full price after making me wait 6 months. Eventually, they applied a $50 discount (and sent a free impression kit and whitener, and deducted the price of the spare retainer I bought)... I had also purchased a spare retainer before I finished my treatment since that's what they recommend (in case the first one gets lost or damaged), and when I got to the end of my treatment, it didn't even fit!! I'm currently in the process of getting my "refinement" aligners made and sent to me. The person I had a video call with for my impression session was very good though. She was friendly, patient, and seemed knowledgeable.

Loving my new aligners. It fits perfectly on my teeth! Kuddos to the processing team for a smooth and fast transaction and to the impression specialist who was very patient assisting me on how to do the impression!

I appreciate NewSmile's customer service. They are helpful and professional. I cannot wait to get my treatment done. I believe the treatment will make me become more confident with my smile. Thank you, NewSmile!

Amazing customer service! Very quick and extremely professional they really do care about their customers it shows from the beginning and during the process. Can't wait to receive my aligners and see my new smile!

The team is wonderful to work with and very thorough with your treatment! I was nervous to take the steps to improve my smile, but have no regrets and am so happy that I started!

So far everything has been great. The customer service is excellent. Just waiting to see how the process works with developing my set. Hopefully it all works out and no additional delays. I also didn’t know that NewSmile had took over Smilelove. Looking forward to the next step.

I like the pricing and payment options that NewSmile offers. The only negative so far is the advance requirements you need (like dentist approval, X-rays, etc), but don’t know until after the impression session. Trish was amazing in the impression session, very knowledgeable and she was good at communicating.

I haven’t received any products yet.... but I am very please with costumer service via email and phone. Sarah was wonderful. Price match was given pronto.... Payment is made.... so excited to start the journey! 😁

Very happy after working with the smile consultant trish. She was concise, friendly and knowledgeable. Just gave the company a 4/5 rating because it took 3 weeks to book the consultant time and it took a few weeks to get the impression kit in the mail. Would have given a 5/5 if it was a quicker process.

So far it's been good. Today I had a videochat with one of the NewSmile specialists and she helped me make my impressions. It would have been successful except I need larger trays to fit my mouth. Gem was very pleasant to work with today! :)

I am satisfied with the support team, they have walked me through the process properly and met my expectations. I am half way through my treatment now and whenever I have questions I just send them an email.

Back in the beginning of December 2021 I placed my order for the night time aligned treatment which i paid in full almost $1200. Got my impression trays about a week later sent them back. About 3 weeks later They said I need to redo them with the cost of a new impression kit. Which after a few email they waived the cost. Now we are midway through January finally get the new kit do the video chat doing the impression again send it back again. Now we are in the beginning of February and get a email again stating I need to do the impressions again at a additional cost. At this point I takes a couple days to get ahold of a actual human on the phone to talk to. At this point I requested a refund due to the process taking over two months to not make any progress. And they in form me it takes about 90 days to maybkmg get your refund approved. Well now we are in April get the refund a little ahead of the 90 period. And it is about $300 less of what I initially paid. And tell me it’s for the services received. I can understand the initial impression fee of about $120. But they are charging me for the second impressions kit which was given at a courtesy along with a detailed look at what my teeth could like which I never got to that point. With all the being said just go to your local orthodontist and pay the little extra money for the Invisalign I was quoted right at $2000 so about $800 more so you can deal with a human one on one and get the actual attention and smile you deserve.

This is a reply to NewSmile's response on 1/5/2022. My first post was in 12/31/2022. Since I posted in here, NewSmile issued a refund minus $200 for fees and penalties. I'm happy that I got some of my money back but I am not satisfied with the refund amount nor am I pleased in anyway about my overall experience with NewSmile. First they inflate these fees when you ask for a refund. Their Impression kit is on sale and has been for quite some time for $49, which includes your treatment preview. When asking for a refund they now want to charge me $200 to pay for the Impression kit and preview. This is not a fair business practice. Originally, I was willing to pay the $49 for the Impression kit, since it was used. However, NewSmile wants to overcharge and add fees when requesting a refund because I am not a good candidate for their aligners. I discussed what areas I wanted to see improvement in and they assured me that I was a good candidate until I got my preview and clearly I wasn't, there was no change in those areas.  Then they wanted me to get IPR (my teeth shaved) saying this would give me the results I was seeking for some of the areas. Understand, all of this was relayed through customer service as you are not allowed to know the name of the dentist or orthodontist that created or prescribed your treatment. Understand that the FDA requires a prescription for aligners meaning a licensed dentist or orthodontist has to design and prescribed the treatment before you even accept it. If NewSmile truly works with licensed dentist and orthodontist,  then the name of that person responsible for your treatment and for suggesting IPR should not be a secret. Also, I don't think NewSmile is FDA approved.  I was able to find their Healthy Canada approval but not FDA approval.  I repeatedly asked for their FDA registration number or their FEI number to locate their file with the FDA but they never gave me that information. If they are not FDA approved then they are not approved to operate as a US company, as aligners are a class 2 medical device. Also, their information on their website is false if they are not FDA approved. I was able to find other aligner companies approved by the FDA but not NewSmile. I even looked for variations of their name, just to be sure. So now, I need to determine how to proceed.  I believe NewSmile owes me all of my money back, including the interest I had to pay on the financing. I don't know if the putty in the kit is approved for the purpose they're using it for because again,, can't find any GDA approval to ensure that this company is using appropriate products for this industry. I would have never dealt with them if I had known how unethical they are appearing to be. I definitely should have done more research but I believed that they were being honest and I didn't imagine that I was being lied to. It's a shame that during these difficult times, that we as consumers have to be so hypervigelant in protecting ourselves from fraudulent companies.  For those of you lucky enough to be happy with NewSmile and get your expected outcome, you dodged a bullet. For those of you who feel betrayed and taken advantage of, you are not alone. I only hope my costly experience may save someone else from making the same mistake I did. On a positive note, I went with a different company that is FDA approved and I was able to verify it. Also, I have documentation to prove what I've written here.

I paid for my treatment in November 2019. I got my treatment in November 2020. Then I did not get the result as projected in the treatment plan. They asked me to pay extra $400 instead of providing me the treatment until I got the result that I wanted. I made payment of $400 for refinement aligners immediately back in May 2021 so that I could get this done asap. They promised to send me new aligners in June 2021. Now it is the second week of July 2021, I still have not received anything from them. You see it is such as a waste of money and time. Customer service was nice in the early process. After that, customer service could not solve customers’ problems in a timely manner when they received money from customers. If you cannot deliver, do not promise.

Great so far. Angel was great leading me through the impression process … top impression tray was too small so, waiting for larger tray, I will request her help when I receive my tray for top impression.

I have had an uneasy experience so far. I have been waiting about 3 months to get my molds done to receive my trays. I'm hoping third time is the charm. Maybe a better questionnaire would help to avoid sending out the wrong tray sizes? Stay tuned to see my end results...

Before I purchased the impressions I was told there should not be an issue with my permanent retainer and during the one on one I asked again and she said there shouldn’t be an issue when I took the first impression my retainer broke off then when I asked if my teeth should move by the time I receive my trays what would happen I was advised that I will have to repurchase I asked to speak to a dentist and I was advised via email a dentist will contact me and to provide the best time I can be reached at when I provided the times I never got a response and then I sent a follow up email and no answer I am beyond frustrated this is ridiculous I wasted my money and my time i am unhappy withthe experience

I ordered the impressions kit in Feb. Now I am told to redo the impression 2 times. I begin to pay the monthly fee two months ago. Now I am waiting for my impression kit to redo again. Each time they tell me that they will ensure it works. But I am told to do it again. I think that it wastes time. They could provide other solutions other than redo. I am deeply unhappy with the impression experience. I don't know when my impression kit will be great and when I can receive my aligners. It's too exhausting.

I had the pleasure of having Sarah to help me choose the best options for my newsmile plan! I am so grateful this was the best birthday gift I could ever have!!!

So far so good, customer service is great! Just wish that the process of getting started didn’t take so long, I paid a month and a half ago, and just did impression, now it will be another 2 months before I can start!!

This was such a great experience! I had my appointment with Shaira and it went smoothly! She was very patient and took me through all the necessary steps!

Great price, quick shipping of impression kit. Trisha did a get job helping me do the impressions via video call. Waiting now for my treatment plan and trays.

The delay between each step has been extremely long and my case, which was a little bit more complicated than other normal cases, has been handled by multiple employees, which did not communicate well together. I had to repeat myself a lot, which made the process even longer. I made my initial payment in June 2020 and still haven’t received feedback on the photos I sent. I asked for a refund which was refused due to the policy. The last employee I have been in contact with was a lot more helpful and things have been a lot more efficient since she is the only one im charge of my case. If I knew this was going to be this long, I would have paid more and I would have gone with an orthodontist for invisalign.

So far I’ve had a great experience! Trish helped me with my impression kit and she was very professional and helpful! I can’t wait to get started! Thank you!

So far so good with NewSmile! Impressions went well. Gen was patient and so good with helping. My journey is not over with NewSmile but so far so good.

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I have not received any kits yet, but so far the customer service with Zac has been great. Looking forward to receiving my kit