BiteSoft Review
A Strong Start, An Average Finish
I researched aligner options after wanting some minor/moderate adjustments to my teeth. I obtained a quote from invisalign and at face value it seemed expensive. My adjustment requirement sat between two tiers of product(Lite/Moderate), meaning if I used over 14 trays I would have to pay more money.
BiteSoft seemed good as they offered free adjustment aligners and flat pricing structure, offered in-clinic consultations which included a check, clean, x-ray and professional scan of my teeth.
The onboarding process is very slick, and BiteSoft has invested plenty of money into their marketing campaigns on social-media. There are lots of images of people getting treatment in a dental clinic, with high-tech equipment, but its important to understand you only spend time in a clinic during the initial onboarding phase, or if you chose to get follow-up scans done for adjustment aligners at your own cost. Communication is great and emails are answered promptly.
I received my treatment plan, and received my aligners in a short time-frame. I was advised treatment would take 4.5 months with 9 top/bottom aligners.
Communication via the app is prompt, however sometimes the feedback I received was generic and “copy-paste”. Often questions I asked were insufficiently answered. For example why certain teeth might be lagging vs. the treatment plan.
I finished my last aligner, and was told to move onto my next aligner in the app. I had to remind BiteSoft that it was my last aligner. They then closed my treatment in the app with another generic message. A few teeth lagged behind during treatment, so it was surprising there was no follow-up to ensure the results matched my treatment plan. My biggest issue is that once the treatment ends without the correct results, you are left to manage the process from there. Had I known from the outset this was the case, I would not have proceeded with BiteSoft.
It stands in contrast to the onboarding process, where I was led to believe the entire process was driven by BiteSoft. I find it odd that BiteSoft state adjustments are common, yet there is no follow-up to ensure your result matches the treatment plan.
Prior to treatment I was told: “Your progress is monitored by our team in Australia, you have been assigned me as your case manager who will be with you the entire way. I will closely monitor your treatment through the dental monitoring app, if there is any lag in movement, seating of aligners that's when our Orthodontist will review all scans.” A qualified orthodontist worth their weight is not going to leave you with a poor or average result - which is exactly how I felt after treatment was closed within the app and I was told to contact customer support about adjustment aligners.
When I contacted the CSA about requiring adjustment aligners, I was told she was no longer doing in-home treatments and referred me to someone else.
So to finish treatment, having an unsatisfactory result, when you I was told the above, was frustrating. My last scan / aligner was the 23rd October 23.
I had to wait 10 days for an impression kit to get sent for adjustment aligners, which could have been pre-empted. My advice is to schedule an in-clinic scan or moulds if you anticipate needing adjustments to avoid delays. I do not live in a city with a partner clinic (but had visited a partner clinic for initial consult). Returning old aligners gets a part-refund, which covers return freight when you return the adjustment moulds (which is good).
I sent my impression kit within 24 hours of receiving it. I had to remind BiteSoft it had been delivered after 24 hours of hearing nothing.
When I received my adjustment aligners I only received one set, not the required two on the 5th January 24.
This followed my initial email where I explicitly stated that I wanted adjustments to my top and bottom teeth, including photos and moulds, to match my treatment plan.
This was incredibly frustrating after an already long wait.
I received the bottom set on the 9th Feb 24. The total time from finishing my last aligner to receiving my adjustments was a dismal 3 months and 10 days. I was on my last aligner set for that entire period. Given the treatment plan was supposed to be a total of 4.5 months I think this is unacceptable. Nonetheless I persevered.
I followed the treatment plan again, and still needed adjustments. Same situation. I had to drive the process. I opted to pay for an in clinic scan to maintain momentum, which worked better. Thankfully I did end up back with my initial CSA. It’s also worth mentioning I followed the treatment plan perfectly, did not miss a scan and submitted all on time through the process. I even got told this.
I followed the process again with my third set of adjustment aligners, sending my last scan on the 27th June 2024. I still needed adjustment aligners. I had told BiteSoft by this stage I thought it was poor-form to require the customer to request more adjustments when they were the ones implementing the treatment plan. BiteSoft asks you to identify which teeth you are not happy with, despite having a treatment plan which clearly identifies which teeth are not moving accordingly.
BiteSoft sent another mould kit to manufacture aligners. This kit was signed/delivered on the 18th July 2024 by my CSA. I sent an email on the 29th July 2024, asking for an update. I was told my treatment plan was being finalised and it would be available on the 30th July 2024. I heard nothing. I emailed on the 3rd August 2024, asking for another update. I was told it would be ready on the 4th August 2024. I heard nothing. I had to send a further two emails on the 8th and 9th August to be told my aligners are in fabrication, and will take 2 more weeks to make…
On the 9th September 2024 I was told my adjustments were being sent to BiteSoft head-office. I asked for an update on the 26th September 2024, and received a reply that they were being dispatched that day. If I had to hazard a guess I'd say they were sitting on someone's desk and my email was the reminder to send them...
I received my adjustment aligners via Courier on the 1st of October 2024.
Therefore, the time to get my refinement aligners was 2 months and 13 days..
Unfortunately, the aligners were faulty. I tried them on and immediately noticed something wasn't right. The end-cap of the aligner didn't sit flush with one side of my rear molars. Comparing them with my old aligner (bottom photo), you can see a visible "hook" where the aligner does not sit flush with the tooth.
I immediately emailed BiteSoft after hours on the 2nd October to explain the situation. I messaged my CSA in the dental monitoring app as well.
I received a default "copy-paste" message in the dental monitoring app telling me to keep wearing my aligners. I had to explicitly state the aligners were faulty. I did not receive a response.
I received a reply from BiteSoft on the 3rd October asking if I had used my chewies to try and seat the aligner (which I had). I sent the images above which clearly show the aligner was manufactured faulty. The aligner cannot be worn, eating food would cause it to lodge in between the aligner and tooth, potentially dislodging it entirely and causing a choking hazard.
Given the process has gone on for well over a year, and there have been frequent delays, I decided to ask for a refund. I got told I cannot have a refund but they would (yet again) re-manufacture the adjustments.
I was told (yet again) that the aligners would take 7-10 days to make, and that mine would get priority. I was told I would receive an update the following week.
I received my refinement aligners on the 13th November 2024..... with exactly the same fault as the last set BiteSoft manufactured - albeit with the wrong side shortened.
Total time to receive aligners with the same fault replicated twice:
3 months 26 days.
To cut a long story (and process) short, I ended up filing with QCAT (Queensland disputes), and was refunded half the treatment price.
My advice is to shop around, there are plenty of other alternatives to Invisalign/Bitesoft now, many offering an in-clinic experience at much the same price.
