NewSmile

My experience to date has been wonderful - I couldn't possibly say enough good things. Sarah on the other end of my emails has been patient, happy to explain and re-confirm a few questions for me, and my impression session with Trish was outstanding - drool and all! I look forward to receiving my plan and aligners, retainers, and whitener!

My appointment was with Angel and she was amazing. My lower jaw is oddly long and narrow but she was trying every thing possible to try and get the impressions as best as possible. She and everyone I have worked with at NewSmile have been amazing

I received my impression kit. I was excited when my video conference started. My rep was very patient and helpful. I couldn’t finish the impressions due to my teeth not fitting the trays. Note: if you have crowding and long teeth request larger trays from the start.

Run!!! Don’t walk… Run!!! They are truly horrible and their customer service sucks! Especially Alfa! I started with them in March… it’s almost June and I still haven’t received my Aligners! It’s over 35 emails of back and forth communication with no resolution! I just want my money back for a product I haven’t received!

Terrible communication with the company. I would get multiple emails regarding the same thing from different people or no response at all. I paid $2,000 for their aligners and completed the assigned treatment only to find I should have had more steps. My teeth were still offset and gapped needing at least three more steps for a straight smile. When I reached out to the company, they told me they considered 80% of improvement to be proper treatment and if I wanted the addition steps it would cost an additional $449. So if you want 80% of straight teeth and are ok with mediocre then this is the company for you!

The website and customer service agents are the best part of this company! Their website is so detailed and reassuring of the production of your retainers! Quick process and helpful staff the entire process.

After using NewSmile, two of my front teeth collide at an odd angle which prevents my other teeth from touching and makes it hard to chew most foods and impossible to chew many. I alerted NewSmile as this became a problem during the later months of my treatment. Prior to this my teeth were a bit crooked but worked just fine. After alerting NewSmile of the problem, they have asked me for more and more money to fix their negligence: two impression kits, new aligners, retainers and shipping. They also blamed me for the problem despite my teeth fitting their aligners perfectly. Halfway through treatment my dentist recommended that I wear each aligner set for three weeks instead of two. This was advice from a dentist who knows me, my X-rays, dental history and had just assessed my teeth in person. I notified NewSmile of my dentist’s recommendation in the next email I sent (the email they require containing pictures of your teeth in their current set of aligners, asking their approval to switch to the next set). NewSmile’s reply said my teeth looked good and if I’d worn the aligners 22 hours a day for two weeks (I had, two weeks plus one) then I was approved to use the next set! I continued to send them photos and updates every three weeks and they continued to APPROVE my progress and progression to the next step. Now that I have been substantially harmed by their product and am asking them to fix it, they are focused on the fact that I started wearing the aligners for three weeks at a time and state, “compliance is a big part of achieving the treatment preview goal”. I did comply at every step, kept them informed at every step, they approved my progress at every step and I did achieve the treatment goal. My teeth fit NewSmile’s aligners and retainers like a glove. THEIR PRODUCT HARMED ME. DO NOT USE NewSmile. Be careful, you have to live with what they do to you.

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.

Angela is kind and patient. She explained every detail to me and allowed me to practice a lot until I felt confident. Her work is excellent.

My journey with Newsmile has been amazing the support that I have received has been great not to mention that I have seen quite a difference within a small amount of time.

New Smile's response to my original review: "Hello Brianna, We apologize for the experience you have had so far. Upon reviewing your case, we discovered that there was a technical issue with the notifications we sent regarding your impressions. We want to clarify that your current impressions are not workable, and we require new ones to create a safe and effective treatment plan for you. Our dental team works diligently to ensure the best treatment plan for you, but unfortunately, the gum line for your front bottom teeth was not fully captured, which impacted the accuracy of the overall picture of your teeth's shape and size. Please know that our dental team upholds high standards when it comes to impressions because we genuinely care about providing you with the best possible care. We want to ensure that the aligners we create fit perfectly, allowing for safe and effective movement of your teeth toward the desired results. We understand that you declined our previous offer of a refund. In light of this, we would like to provide you with another complimentary replacement kit to make new impressions. This will ensure that we have the necessary information to proceed with your treatment. We apologize for any inconvenience this may have caused and want to assure you that we are committed to resolving this issue and providing you with the best possible treatment experience. Please feel free to reach out to us at any time if you have any questions or concerns. We are here to assist you. Thank you for your understanding." Now let me provide you with the truth. They claim my impressions are unusable but it’s funny because I showed the photos NewSmile sent me to my LICENSED dentist who was just as confused as I was by New Smile claiming the aligners were unworkable. In addition, they claim it’s only the gum line for my front bottom teeth however, the email correspondence I have states otherwise. They claim their dental team upholds high standards but don’t bother asking to see the dental teams credentials. They’ll ignore you. Also, I find it funny how it’s been 7 almost 8 weeks of me paying for the aligners as I signed up for the financing almost immediately and still I have nothing to show for it. Lastly, the whole “Please feel free to reach out to us at any time if you have any questions or concerns. We are here to assist you.” We are on day 3 of no response from them. THEY WILL NOT RESPOND ONCE THEY GET YOUR MONEY.

Great service! Was guided on the process of getting the impressions. First set failed but was able to very quickly fix this. Now I have the aligners and they work great!