NewSmile

I decided after the first impressions were rejected that i didn’t want to carry on with new smile. They were very difficult to get hold of, ignoring calls and not returning emails. Eventually I managed to talk to someone and started a refund but nothing has happened and nobody is responding to my inquiries. I am therefore out of over $1400 and i have nothing to show for it. I feel its a scam.

Don't do it. Unfortunately my experience was not a good one. I wanted to close the gap in my front teeth and straighten all my teeth. My gap they closed but my front teeth are not aligned and my left tooth beside my front tooth is on an angle. I message them multiple times to let them know that I was unhappy with the results and they continuously said there was nothing that they can do. Even after I after I followed every protocols and took pictures of the actual aligners (they were not designed to straighten my teeth. They showed my teeth still crooked). If I could save you the grief, please go with another company.

Horrible customer service and communication. My aligners stop tracking. I contacted them and they asked for pictures for them to send to their "dental professionals." Which I happily sent. 3 weeks go by with no response at all. I had to follow up multiple times before even receiving a response. The response was that they needed to set a video call with a dental professional, which is just a customer service agent in the Philippines. She had to watch me put the retainers in and out. The pics I sent earlier were never reviewed by any professional. They ended up having to send me new molds, which I had actually told them to do from the beginning. Incredibly, instead of sending me new molds, the customer service agent recommended that I move back a tray and see if that works. This was obviously another way for them to waste 4 more weeks of my time. I redid the molds 6 weeks ago. When I contacted them asking where my new retainers were, they asked me to send them more pictures of my current tray that I am stuck on. I have a wedding to go to in 2 months and I will probably still be waiting for them to send the new molds.

Terrible. They are smile love Canada under a new name. Took money from thousands of Canadians and bankrupted their company. Left everyone hanging. Paid $2500, went well for the first 6 months then they closed their lab for covid and refused to honour the money I’d paid. They’ve tried to offer me deal from the new name “new smile” on my existing treatment plan from smilelove (their old name) at another cost! Many others have gone through this same experience and have been made to believe their treatment is not yet complete and constantly buy more aligners at more costs to continue charging you beyond what was ever planned . I really really want to help others avoid the loss I suffered! At least if I’d gone with Invisalign or and actual orthodontist, I would have a guarantee and not be out thousands.

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.

Cloue was outstanding. Very patient and thorough. Thanks again!

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

Their customer services and products ​were great

The impression session was helpful in getting good impressions

Loved the customer service. Best gift to myself.

the company is amazing and the people are nice

Super friendly team! Aligners Work perfectly for me!

Its been great. Staff is very friendly and patient. Very accommodating and helpful in terms of ordering new trays and putty. I appreciate the practice time. The process itself is a little challenging as I have a tendency to gag, but its doable.

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.

NewSmile is an incredible company! Their products absolutely transformed my teeth and I am so confident in my smile now! I owe it all to them! I recommend anyone who is thinking about the whitening tools or aligners to get them! They are AMAZING!

So far the process has been very smooth! Great friendly staff and fast communication towards all my questions.

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.

Thanks to New Smile I was able to straighten my teeth from home during the Pandemic without any appointments to the Dentist or Orthodontist, and now I can smile with confidence and feel at ease being on camera, heading to my next audition or literally anywhere where I used to hide my teeth out of insecurity. Thank you, NewSmile, for giving me my confidence back!