DenMat Holdings

Complaint:
I am rejecting this response because: DenMat has engaged in dragging its feet in addressing the problemFor example in the chain email I pasted underneath, on 01/07/MrsE*** waited for "performing inventory" before she cold email me the invoiceWhen they charged me an amount, they should have the invoice ready, and not having to wait for "inventory"
Regards,
J*** ***
Fw: Contact Us Confirmation with Tracking Number 2***4-(No subject)
*** the
Reply |
Fri 1/22/1:PM
To:
E*** *** ;
Fri 1/22/1:PM
MrsE***: Your company has picked up the mirrors of $a piece and the mirror handles of $a piece 2 days agoPlease refund $to me, as soon as possibleThank you
Sincerely,
J*** ***.
From: *** *** ***@hotmail.com>Sent: Friday, January 15, 8:PMTo: E*** ***Subject: Re: Contact Us Confirmation with Tracking Number 2***-
Dear MrsE***:
Thank you for the invoiceI am going to return 3x6mm mirrors at $a piece, because I have not been informed that they would be that expensiveI am going to return simple stem mirror handles at $a piece, because according to the "order &Quote Form" they would be provided at no chargePlease refund $to me after you have received the returned itemsThank you
Sincerely,
*** ***
From: E*** *** Sent: Friday, January 15, 2:PMTo: *** the (***@hotmail.com)Subject: FW: Contact Us Confirmation with Tracking Number 2***-
Per your request, attached please find your invoiceFrom: C*** *** Sent: Friday, January 15, 11:AMTo: E*** ***; F* ***Subject: RE: Contact Us Confirmation with Tracking Number 2***-
***,
Here you go…
A*** ***
Accounts Receivables
DenMat
P: ###-###-####
F: ###-###-####
E: ***@denmat.com
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error, please notify the sender immediately and delete this email from your systemIf you are not the intended recipient, please be aware that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibitedFrom: E*** *** Sent: Friday, January 15, 10:AMTo: ARCc: Fonseca MarcySubject: FW: Contact Us Confirmation with Tracking Number 2***-
Hey there…this is the invoice I requested the other day for customer # Please forward asapThanks!
C
From: *** *** ***@hotmail.com] Sent: Friday, January 15, 10:AMTo: E*** ***Subject: Re: Contact Us Confirmation with Tracking Number 2***-
Dear MrsE***:
As to this date I have not received any invoice from your companyPlease send the invoice as an attachment to your replyThank youSincerely,
J*** ***
From: E*** *** Sent: Thursday, January 7, 4:PMTo: *** the; G ***Subject: RE: Contact Us Confirmation with Tracking Number 2***-
Dear DrThe,
We are in the process of performing inventory and aren’t able to print invoices until that is completeWe will be able to print an invoice as soon as that is completeIt may be as soon as tomorrow or as late as TuesdayAs soon as we can get that for you, I can assure you we will send it right awayThank you for your patience in the meantime*** E***
SrProduct Manager, *** Instruments
DenMat
Lompoc, California C: ###-###-####
E: ce***@denmat.com
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error, please notify the sender immediately and delete this email from your systemIf you are not the intended recipient, please be aware that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. If you no longer wish to receive email advertisements, please send an email to [email protected] with “Unsubscribe” in the subject lineFrom: *** *** [mailto:***@hotmail.com] Sent: Thursday, January 07, 12:PMTo: G ***Subject: RE: Contact Us Confirmation with Tracking Number 2***-I have not heard from youWould you tell me what's going onThanksJ*** *** Sent from my Windows Phone
From: G ***Sent: ?1/?4/?9:PMTo: ***@hotmail.comSubject: Contact Us Confirmation with Tracking Number 2***-Contact Us Confirmation
***, Thank you for contacting usA Customer Service Representative will review your request and get back to you shortlyTracking Number:
2***-Company:
*** The, D.D.SName:
*** The
Address:
PO Box Address 2:
City:
Fort Lee
State:
NJ
Zip/Postal:
Country:
USA
Phone:
2***
Fax:
Email:
***@hotmail.com
Send Info On:
Referred By:
Referred By (Other):
Comments:
order# was charged on my Visa for $477.13As of today I have not received an invoicePlease review your billing, I have received front-end mirrors, handles and MTA carrierThe handles, according to the Order & Quote form would be at no cost, because the order was placed during The Greater NY Dental Meeting.Thank youJ*** ***
Feel free to call or email customer service if you have any questions or need immediate assistanceG ***
Email Customer Service | Log In To Your Account
You are receiving this email because you placed a Contact Us submission on our website

*** ***
Sorry for the late reply, as of early last week our accounting team were able to refund the amount that
was charged back to your credit card

Sorry for late reply to
your request, our accounting team have been instructed to cut the check out to
you no later by Friday May 16, 2014.
Please accept our apologies
on this case

Dear Teri
W Sandlin,
Thank you for contacting us regarding your recent bill
After investigating this matter thoroughly, I am pleased to tell you that we
are issuing a credit to you in the amount of $
This credit will appear
on your November statement
Thank you for bringing this matter to our attentionIf
you have any other questions, please call one of our customer service agents at:
###-###-####
Sincerely,
*** ***
Director, Sales Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10272112, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10007456, and find that this resolution is satisfactory to me
Regards,
*** ***

","sans-serif">We're sorry that you received product that prompted
you to contact us with a complaint, and we regret any inconvenience or
frustration that your experience has caused youIn response to your
issue, DenMat acquired Zila as of March 20th, In August
Zila made decisions with their warranties on the Rotadent toothbrushes to a two
year warranty on all replacement orders with Shipping and Handling fee which is
$DenMat kept the same warranty that Zila provided to the customers with
no changes. If your product is still
under the warranty? Yes, we will replace your defective unit with new replacement
with shipping and handling fee

I thank Den-Mat for their prompt response and you, Revdex.com, for working to help resolve this.
I am happy that Den-Mat reached the decision to refund my money. But that is what they told me when I first called them. Before I can consider this resolved I will need to see that the credit actually comes through to me on my credit card. As I do not expect to receive my statement within the next seven days I cannot accept there response at this time.
Once I receive my statement and see that they have refunded my money I will let you know. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The business has provided me the service I requested in a courteous timely and satisfactory manner.  Much appreciated.
Regards,
[redacted]

I purchased Rotadent brush head replacements, and mistakenly purchased the "plus" brush heads, Which I was immediately charged $163.67. When the merchandise arrived and I opened it I realized I had ordered the wrong brush heads. I immediately call Denmat and spoke to Jessica who issued me a reference number for returning the wrong merchandise!!! I immediate mailed the wrong merchandise back on Friday 10/23!! I mailed it with delivery verification!! The postal service said it would be delivered on Mon 10/26. I checked with the post office and the package was delivered 8:30am 10/26/15!! I called Denmat and spoke to Jessica again she verified they had received the package and the correct amount of items etc was there. She then said they pass the information to bookkeeping to issue credit to my credit card used to purchase it!!! I did order from Denmat the correct brush heads which are called the classic's which were $109.00 also billed immediately, have received them and credit card co was billed!!! Just Denmat seems to delay issuing credit for merchsndise purchased in error on your credit card, guess the whole process slows down when credits are due!!! If they can bill the same day on a purchase, you would think on a return they could accomplished issuing a credit in a day or two!!!!

[redacted],
Thank
you for notifying us of your complaint. We strive to provide you with the best
possible service, and when you feel that it fails to meet...

your expectations,
it’s important for us to know.
We’re sorry that you received product that
prompted you to contact us with a complaint, and we regret any inconvenience or
frustration that your experience has caused you. In response to your
issue, DenMat acquired Zila as of March 20th, 2014. In August 2013
Zila made decisions with their warranties on the Rotadent toothbrushes to a two
year warranty on all replacement orders with Shipping and Handling fee which is
$16.95. DenMat kept the same warranty that Zila provided to the customers with
no changes.  
If your product is still
under the warranty? Yes, we will replace your defective unit with new
replacement with shipping and handling fee. I understand the frustration, as
you were told that your toothbrush would have a Lifetime warranty, but at this
time we would not be able to extend the Lifetime warranty.

Complaint: 11105199
I am rejecting this response because:
Denmat has engaged in theft. I have returned items because denmat's representatives had misrepresented pricing and had quoted murky prices. A representative of denmat emailed on 01/26/2016 that the company had received those items in good order and that a refund would be processed in "a few days." As of today, denmat has not refunded any money for those items.
Refund of $295.98 for the returned items and $8.14 for shipping those items, for a total of $304.12
Regards,
[redacted]

I have been a long time customer of Denmat and have used their proselect for over 10 years and have several units in use. I purchased a new proselect platinum for over $3000 and did not find that it was better than the original proselects that I already have. In fact, we found it less useful as the water control and frequency of the handpiece was not as adjustable as the original. I only had it about a month and a few days before we decided to return it. We called and were told that there is a 15% restocking fee, which I felt objectionable but I agreed to nonetheless, especially since the machine was inferior and did not live up to expectations. I shipped it back at my expense. After calling to see where my refund was, I was told that Denmat was only going to offer me merchandise credit! ABSURD! This is poor customer service and now I am one very dissatisfied customer. Not only was it a punitive measure to charge a 15% restocking fee but to find out that I am not entitled to a refund is a double insult. No one told me this during the conversations about the return. Apparently it is written somewhere on the back of the original receipt. If I asked for the machine back, they would send it back and still keep the 15% restocking fee. I am no longer going to be a Denmat customer, at a loss of over $3000 and I am extremely disappointed at such a large company does not care about customer satisfaction.

Dear Mr. E[redacted],
  We have reviewed your claims and it appears you are
making a complaint about your dental service provider and not DenMat the
manufacture of dental materials...

used by 1,000's of dentists worldwide.  Many of DenMat's products carry warranties
against defects in materials or workmanship designed to provide you the very
best product possible.  DenMat is not
involved the placement, pricing, and or routine maintenance of your DenMat
product, that is between you and your dental professional.  DenMat does not provide Dental services to
patients and cannot comment on any of our customers.  
Please contact the dental professional who
charged you for services, or performed services that you are unhappy with.  DenMat stands behind its products and services
designed to provide lasting quality.

Complaint: 10466920
I am rejecting this response because: a) NO WHERE in any warranty materials is there a shipping and handling fee. b) The response is untrue because I have had 3 toothbrushes sent to me in the last year completely free of charge. It was only on this last replacement that I was told about this shipping and handling fee. It is not my fault that with the DenMat take over that they alter a great product to make it an inferior one.  (How can you put exposed mental pieces on a toothbrush that is going to get wet!!!)!
Regards,
[redacted]

Each Rotadent power handle and charger units are warranted to be free defects in material and workmanship. The power handles is warranted for two (2) years as long as it is operated according to instructions; the charger units is warranted for one (1) year. To activate the warranty, you must...

register online at www.rotadent.com or return the warranty registration card by mail within 30days of receipt.
 This warranty does not cover:
Rotadent obtained from a source other than a dental office.
Brush heads or components other than the power handle and /or charger units.
Any defects which do not affect the ability of Rotadent to function properly.
 Shipping and handling costs to and from manufacture for warranty service.
Misuse, abuse, damage caused by electrical power surge, or operation in ways not recommended or authorized by DenMat.
If you fail to register of maintain your Rotadent power handle as described, the warranty is limited to one (1) year from the date of your purchase or receipts form a dental office, so long as you provide proof or receipt, non-extendible by any replacement or repair.

Complaint: 10944481
I am rejecting this response because:
Regards,
[redacted] I AM MAKING A COMPLAINT TO DENMAT THE MAKERS OF THE DENTURES.    YOU HAVE A VERY INFERIOR PRODUCT THAT ONLY LASTS FOR LESS THAN 6 MONTHS BEFORE THEY HAVE HOLES IN THEM.  WE TRIED TO GET YOU TO UNDERSTAND THAT IN 2010.   NUMOROUS COMPLAINTS WERE MADE TO YOUR COMPANY BY THE DENTIST OFFICE.   YOUR COMPANY KEPT TELLING THE DENTIST THERE WAS NOTHING WRONG WITH THE DENTURES.  THEN WHY WHEN YOU HAVE A PRODUCT THAT WAS GUARANTEED THEY DIDN'T EVEN LAST THROUGHT THE GUARANTEED TIME?  YET YOU WOULD NOT REPLACE THEM?   WE WERE SOLD THESE DENTURES BECAUSE YOUR COMPANY SAID THEY WOULD LAST YEARS!   EVERY PAIR I HAD WORE IN LESS THAN 6 MONTHS.  I WOULD NOT SAY THAT IS A SATISFACTORY PRODUCT!  THIS IS A COMPLAINT ABOUT YOUR PRODUCT! 
[redacted]

your rejection is not accepted by our company policy related to your request...

Dear Dr. [redacted]
Thank you for your letter. I agree
completely that our delay in sending you the refund due to you is totally
unacceptable, and let me assure you that as of this writing, the refund back to
your credit card has been processed.
We’re grateful for your feedback in regards
to your return for credit. The delay and your frustrating efforts to reach someone
who could straighten out this small matter. I have already had a meeting with
all departments involved in Accounting and Customer Care and have instituted
some reforms that I hope will prevent such an annoying matter ever happening to
one of our customers again.
Please accept our sincere apology for
the delay. 
Your business is important to us, and we hope to continue serving
you for many years to come.
T[redacted] 
Director, Sales Ops
###-###-####

Each Rotadent power handle and charger units are warranted
to be free defects in material and workmanship. The power handles is warranted
for two (2) years as long as it is operated according to instructions; the
charger units is warranted for one (1) year. To activate the...

warranty, you must
register online at www.rotadent.com or
return the warranty registration card by mail within 30days of receipt.
This warranty does not cover:
·       
Rotadent obtained from a source other than a
dental office.
·       
Brush heads or components other than the power
handle and /or charger units.
·       
Any defects which do not affect the ability of Rotadent
to function properly.
·       
Shipping and handling costs to and from manufacture
for warranty service.
·       
Misuse, abuse, damage caused by electrical power
surge, or operation in ways not recommended or authorized by DenMat.
If you fail to register of maintain your Rotadent power
handle as described, the warranty is limited to one (1) year from the date of
your purchase or receipts form a dental office, so long as you provide proof or
receipt, non-extendible by any replacement or repair.