SCAMPronightguard.com Reports & Reviews (3)
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I’m still waiting…two years later
Total money lost $238
Type of a scam Online Purchase
> Feb 4, 2021: I wanted a plastic Hawley orthodontic retainer, and found Pronightguard.com by Googling "Hawley retainer online."I paid $238 for a pair of upper and lower retainers. That day, they sent an email with instructions on the dental impression kit I would receive.
> Feb 18: they sent an email saying the impression kit was on its way, along with a video showing exactly how to take the impressions.
> Feb 19: I received the kit, which consisted of two legitimate-looking dental impression trays and three small Ziplock pouches of impression putty. I took the impressions and returned it immediately. It should have reached them two days later, on Feb 21.
> Mar 2: They emailed me nine days later than expected to let me know they had received my impressions, and that it would take "7-10 days" or less for their technicians to make the retainers.
> Mar 11: Another email, titled "Your Retainers are Being Made!", got my hopes up: "Great news! Our technicians are working hard on your retainers and should only take a few days to make! We will notify you as soon as they are done. We will send you tracking info as soon as they ship. Please check the order lookup page here to see the status. Your estimated ship date is: 3/12/2021 12:00:00 PM." So I was expecting them to arrive fairly soon.
> April 8: Four more weeks went by and no news. I checked the order lookup page link from the Mar 11 email. It prints a very real-looking invoice that makes it look as though the order is fulfilled (see attached). However, the USPS tracking relates to the date they shipped the impression kit to me in February. I wrote [email protected] that day: "I just looked up the order and it said it was fulfilled on March 11, 4 weeks ago. I never received it. Did it get sent somewhere else? I would appreciate a prompt reply. Thanks again."
> April 12: I received two emails that day in the same minute (10:12am):
>> The first was a reply to my April 8 question about the delay in my retainers, asking where they were: "You will receive tracking info later today!"
>> The second was from their President & CEO, "Terry," titled "Your Retainers are Completed!": "Great news! Your retainers are completed and we will be shipping shortly! Please let us know how you like your new retainers! Your retainers are hand crafted and our technicians do everything they can to insure a proper fitting appliance. If you do have any issues with the fit please contact us right away. One of our trained technicians will help you diagnose any issue you may have. We are here to help even after you receive your new retainer(s). Thank you again for shopping with Pronightguard.com!:
April 18: I realized today that it's been almost a week since those last 2 emails, and had just sat down to compose a note back, when I realized this was looking a lot like a scam. all it took was Googling "pronightguard.com scam" to confirm it. I am reporting it here and on TrustPilot.
The worst part is that I was pushing my flexible spending account card company to accept this as a covered expense; they were reluctant because I had not yet received the completed retainers, and now I see why. This scam is particularly insidious for several reasons: it's for a custom product that you know will take at least some time to make; the website looks and reads as very professional, and includes a link to a working Facebook page (albeit not a ton of activity). They have several email addresses ([email protected], support@, etc.) The emails are also well-written and contain elements like a professionally recorded video of how to properly take dental impressions, an order lookup that cranks out a real-looking page showing your completed order, and USPS tracking links. There's also the fact that you do get legitimate dental supplies to take the initial impressions. All these elements combine to make a very convincing fake presence. After a while, though, things start to add up. When you look closer, you see that the promised timeframes keep changing (on the website and in at least one email, it says 3-5 days to make the retainers. Then in a later email it says 7-10 days, etc.). And the unexplained delays in correspondence. It turns out the address is a PO box at a UPS store in Fontana, CA. And the phone number sounds as though you can leave a message, stays silent for several seconds, then beeps and hangs up.
I'm out $238 of my FSA money for the year thanks to this organization. I really hope other people come forward. It's especially bad to take advantage of people who needed retainers throughout COVID when they may not have felt comfortable going to the dentist or orthodontist. That's especially bad.