DenMat Holdings

Dear [redacted] [redacted],
 
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 $117.20....

This credit will appear
on your November statement.
Thank you for bringing this matter to our attention. If
you have any other questions, please call one of our customer service agents at:
###-###-####.
Sincerely,
[redacted]
Director, Sales Operations

Really bad customer service. Ordered brushes. Confirmed my order but never got an e mail regarding shipment or tracking the package. Called and got transfer 3 times because no one could help me. Then I e mailed customer service requesting this information and never got a response. My package did arrive today. No more rotadent for me. Overpriced and not enough service for. Me.

Complaint: 11108428
I am accepting the general offer, but each certificate is  $199.00 and not $ 188.00 . Please refer to the amount of $199.00 printed on each certificate. for the correct amount .
Regards,
S[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? if so, 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.

We ordered two of the pro select platinum units in 2014 totaling almost $8500.00. After both of the units quit working in less than 1 year, and after NUMEROUS calls and complaints to Elva, DenMat finally sent replacements... We discovered we were ultimately charged for for these replacement units, and we were even harassed with statements saying they never received the one we sent back for not working! Just today we received another statement demanding 4813.93 for a non returned item. (which were returned January 2015!) We've asked for a full refund but have been told they will only give us a product credit. After this experience we will NEVER order any more of their products. Even now, we are still dealing with the tips on our units that quit working. Since November of last year, they've had to replace an entire hand piece and over 10 tips! I've wasted too much time and we've spent too much money on these products that are below par. We would like to return our units for a full refund.

Dear M[redacted],
class="MsoNormal">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 evaluating our records we
have located an error and have corrected it. You’ll see this correction
reflected on your next billing statement. As of the date of this letter,
your account balance is Zero. We appreciate your business and apologize for any
inconvenience that this error may have caused. You’re a valued customer, and
we’re committed to providing you with the best service possible. If I may be of
further assistance to you, please contact me at ###-###-####.
 
T[redacted]
Director, Sales Operations

The package was shipped on
5-9.  Fed ex tracking 6[redacted]13 shows to deliver Thursday 5/15. please find tracking info for your reference. 
href="http://www.fedex.com/Tracking?language=english&cntry_code=us&track...⇄

Revdex.com:
In order to accept this resolution , and to avoid future misunderstanding, I would like to obtain 89 new re-printed certificates from Denmat Holdings to have a piece of mind and security that in the future I wont be question by the company's people again.
I have reviewed the response made by the business in reference to complaint ID 11108428, and find that this resolution is satisfactory to me as long as I have the above item from the company in writing in form of new certificates.
Regards,
S[redacted]

Dear K[redacted],  
face="Calibri" size="3">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. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, I have asked Amber Barnard from our customer service department to contact you. She will expedite any pending credit to be processed and personally see that everything is handled in a timely fashion. Amber is one of our most knowledgeable and experienced Customer Service Lead, and I am sure you will find her expertise to be most helpful.   Your patronage is important to us, and we hope that you’ll continue to give us opportunities to serve you.   Thank you again for bringing these matters to our attention.
 
  Sincerely, T[redacted] Director, Sales Operations

Dear
storeitemid="X_55AF091B-3C7A-41E3-B477-F2FDAA23CFDA" title="Name" sdttag="Name" id="1[redacted]">Dr. [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. To ensure that our staff conducts itself
in a manner that reflects the high regard that we have for our customers, I
have asked M[redacted] from our customer service department to contact you. He will
expedite your orders and personally see that everything is handled in a timely
fashion. M[redacted] is one of our most knowledgeable and experienced Customer Service
Representatives, and I am sure you will find his expertise to be most helpful.
Your patronage is important to us, and we hope that you’ll
continue to give us opportunities to serve you.
Thank you again for bringing these m[redacted]ers to our [redacted]ention.
Sincerely,
Customer Service Department

Dear
prefixmappings="xmlns:ns0='http://schemas.microsoft.com/office/2006/coverPagePro...⇄ " xpath="/ns0:CoverPageProperties[1]/ns0:CompanyAddress[1]" docpart="2012C9939E704F328C55887E0B4268ED" text="t" multiline="t" storeitemid="X_55AF091B-3C7A-41E3-B477-F2FDAA23CFDA" title="Name" sdttag="Name" id="1715923088">Dr. J[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.
To
ensure that our staff conducts itself in a manner that reflects the high regard
that we have for our customers, I have asked A[redacted] from our customer
service department to contact you. She
will expedite any pending credit to be processed and personally see that
everything is handled in a timely fashion. A[redacted]
is one of our most knowledgeable and experienced Customer Service
Representatives, and I am sure you will find her expertise to be most helpful.
Your
patronage is important to us, and we hope that you’ll continue to give us
opportunities to serve you.
Thank
you again for bringing these matters to our attention.
Sincerely,
T[redacted]
Director, Sales Operations

Review: I bought an electric toothbrush from Zila (bought out by Denmat)on 10/12/12,with a lifetime warranty, which Denmat claims Zila changed in 2013. I was notified of this when I called them last week, as my toothbrush quit charging, that it now only carries a 2 yr warranty. Zila never notified me of this, Denmat JUST notified me of this, as they are supposed to be sending me a new one to replace the one that I sent back. Regardless, it's covered under the warranty & they're supposed to be sending me a new one. They've now had it since Monday, (it's now Friday, it was supposed to be sent out on receipt of the old one, she has my cc to cover s&h), but nothing has shipped yet; I find that annoying as well? I called today & the same woman told me it's not back-ordered, they have received my old one, everything's in order?? Well then, why hasn't my new one shipped?? I also think they should be responsible for covering me with a lifetime warranty, as that's the deal that I got when I purchased it & never received anything advising me any different!! Please advise.Desired Settlement: I would like to be advised in writing what the outcome of my warranty issue is. You could email it to me, please, @ [email protected] will know when the toothbrush ships, as they will charge my debit card. Sincerely,Loree

Business

Response:

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.

Business

Response:

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

Consumer

Response:

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,

Review: I originally purchased a Rotadent toothbrush with a lifetime warranty. After the toothbrush broke down a couple years later, I contacted the company and sent in my old toothbrush and received a new one. Upon receiving the new toothbrush, I noticed they had changed my warranty to a 4 year period. I contacted the company and was told that my model of toothbrush (Rotadent)had been discontinued and the new model (Rotadent Contour) only had a limited warranty. I explained that the reason I had paid such a large sum of money originally was for the lifetime warranty, the company representative told me her boss was on vacation and disconnected the call. I believe that unilaterally changing the agreement of my warranty length after purchase is a violation of my contract with DenMat which owns Rotadent.Desired Settlement: I would like my Rotadent Contour warranty to be extended from 4 years to the lifetime warranty I was originally promised. If that can't happen, I would like a full refund on my Rotadent toothbrush (plus the two other toothbrushes owned by family ((Neena Nohria and Shray Nohria)).

Business

Response:

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:

Review: defective product.3rd time veneer was made and it fractured(again) on insertion DR.[redacted] and I were frustrated. Patient had already wasted over 35 hours of lost time and wages.to please patient we had another lab fabricate veneer and it was successful I have tried several times via phone calls and letters to resolve this issue but Denmat will not respond.I want my money BACK!.If they will not respond to you I will file a complaint with both the New Mexico and California Dental boardsDesired Settlement: $ 250 for lab and $55 for shipping cost

Business

Response:

Den-Mat Holdings, LLC (“DenMat”) warrants for

a period of five (5) years from the date the original LUMINEERS are affixed to

your patient’s teeth that the veneers will be free from defects in material or

workmanship. In the event of a defect in material or workmanship, the exclusive

remedies are limited to the veneers covered by this warranty and are listed

below.

Repair/Replace Warranty:

DenMat® will, at its option, repair or replace

the original veneer upon a reasonable showing that the veneer is defective in

material or workmanship. DenMat will not repair or replace crowns or bridgework

and will not cover dental fees associated with veneer repair or replacement.

DenMat’s warranty obligation, with respect to an original veneer affixed to a

particular tooth, is limited to a one-time repair or replacement veneer for

that tooth, and DenMat makes no warranty, express or implied, with respect to

that replacement veneer.

This Limited Warranty only covers defects in

material and workmanship to the original veneers and does not cover breakage or

loss during ordinary consumer use. For example, it does not cover veneer issues

caused by accidents, abuse, improper installation, and failure of supporting

tooth or tissue structures, improper adjustments, or improper dental hygiene.

Conditions:

In order for the Limited Warranty to apply,

the original veneer must be shipped with a DenMat Lab Rx form and a copy of the Limited

Warranty card to the DenMat Lab.

Review: Veteran dental hygienist who has been using "Perioptix" Brand of magnifying / lighted safety glasses for years, had an intermittent issue with an existing pair, and ordered a new back up / replacement until from Denmat on May 16th. I paid with a credit card and agreed to the charge of $439.17. Meanwhile a local technician discovered and corrected the problem, and I elected to return the new glasses even before they arrived from CA. Contacted the sales person with whom order was placed, and the return was arranged with Denmat for a return shipping label which arrived two days after the glasses. My credit card was charged a second time on 5/18 in the amount of $439.17. The package was returned with the supplied shipping label, unopened upon receipt of the return label.Subsequent to the return of the product, Denmat clerical / customer service personnel credited my account on 5/21 for $439.17 for what appeared to be an accidental double billing. After several more inquires to Denmat in the weeks that followed, Denamt did not remove the second charge account stating that the return requires 6-8 weeks to process. On June 1st, I contacted my credit card company, and they removed the charge from the account after I supplied documentation and information related to the transaction and return. The credit card company agreed that the delay for providing credit was unwarranted, and removed the charge of the original purchase. On June 19th Denmat charged my account again, (Charge #3) for the same amount for a total of three PeriOptix glasses. On June 22nd, I contacted Denmat again regarding the third charge and was given the same excuse that return processing would take six to eight weeks. In response, I filed a fraud complaint with the credit card company for the billing irregularities. The credit card company stated they would again remove the charge from my account.Desired Settlement: I would like a complete accounting of my account, explanation of the two unauthorized charges, and acknowledgement of a satisfactory return and refund of all charges. As one in a leadership position in two statewide dental organizations in my state, I want to be able to discuss the business practices of Denmat to potential future clients with whom I am associated.

Business

Response:

Dear M[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 evaluating our records we

have located an error and have corrected it. You’ll see this correction

reflected on your next billing statement. As of the date of this letter,

your account balance is Zero. We appreciate your business and apologize for any

inconvenience that this error may have caused. You’re a valued customer, and

we’re committed to providing you with the best service possible. If I may be of

further assistance to you, please contact me at ###-###-####. T[redacted]

Director, Sales Operations

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!!!!

Review: I had ordered my products through ZILA which DENMAT has taken over , placed my order on march 10 2014 , I have not recieved my product and have contacted them everyday since march no response other then "O they are on their way" so I have asked for a refund , NOTHING.... now they have my 95 dollars But I have no product....What gives I either want my product without excuses or give me my money and I can go else where....thank youDesired Settlement: Like I stated either my PRODUCTS OR REFUND ?????

Business

Response:

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.

Review: I bought

snap on dentures and was told by the dentist (through the company brochures and

representatives of the company) that these dentures would last at least 5-10

years. They wore out with holes in them within six months. I received a new

pair. Those also wore out with holes in six months. Then we were told we would

need to purchase insurance for new set of dentures. That was done. But every

six months they wore out. But the company would not issue a new warranty with

new sets. Now I have a set of dentures with holes and no one will do anything

about it. In order for me to wear this type of denture, I had to have several

teeth pulled out. The company would never talk to us. They said we needed to

talk to the dentist. They didn't talk to the consumer.Desired Settlement: The company

needs to refund all the money we have paid. $3840.00 plus $200.00 for insurance.

Business

Response:

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.

Consumer

Response:

Review: 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]

Review: On April 2, 2014 I returned a Rotadent toothbrush that stopped working to DenMat for replacement under the terms of the Warrantee. A replacement did not arrive after two weeks so I called to follow-up. They told me I would need to pay a $16.95 shipping and handling charge for them to send me a new toothbrush. I gave them a credit card number to charge this fee to. They charged my credit card for the cost of a new toothbrush plus the shipping and handling charge ($113.02)on April 19, 2014. After I saw this charge on my credit card statement I called them (Week of May 5, 2014). I was told they made a mistake and would credit my card the difference ($96.07) and I was given "incident number 101909." As of today May 14, 2014 I have not received a credit.Desired Settlement: I would like DenMat to refund me the $96.07 as they promised to do when I called them.

Business

Response:

[redacted]

Review: I am very disappointed in Den Mat Holdings, LLC. They have purposely made the process of returning a product very long, painful, and practically impossible. I have copies of emails, showing I initiated the process of trying to return the product (dental loupes) on 2/4/14, which was right after I received the product in the mail. The frames were nice but the magnification lenses were of poor quality, and I experienced distortion if I moved slightly while wearing them. I purchased the product on 1/20/14, and it took exactly 2 weeks to receive it. This indicates I started the return process well within the 30 day time frame they claim to allow for returns. I received no response to the email I sent clearly indicating I wanted to return the product. I then started calling and it was promised I would receive a return label in the mail to return the product. It never came. I called again and they said the label was on the way. By the time I got one of the employees to send me another label, I was beyond the company's 30 day return policy. However, I was assured several times on the phone that I would still receive my full refund because it was the company's mistake that it took so long for me to receive the label. I want to note that I would have just sent it without the official return label, but didn't want this expensive product to be misplaced. They did indicate they received the product, but it wasn't until 4/22/14 that I received a partial refund of $602.70. After many more phone calls being unable to collect the balance of my money, I opened a dispute with my credit card company. They issued me a credit to my account of $117.20. After investigating the situation and seeing my documentation on the matter, they made that credit permanent on my account. This indicates they felt I deserved the balance of the refund. Now, Den Mat has been sending me statements for the $117.20, plus interest. I am very frustrated with them and have overall had a very poor experience doing business with them.Desired Settlement: I have already received the balance of my refund through my credit card company. I want Den Mat to stop trying to collect money from me and erase my supposed "overdue balance" from my account. They claim I owe them the $117.20, plus $5.25 in interest, as of my last 9/30/14 statement.

Business

Response:

Dear [redacted],

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 $117.20. This credit will appear

on your November statement.

Thank you for bringing this matter to our attention. If

you have any other questions, please call one of our customer service agents at:

###-###-####.

Sincerely,

Director, Sales Operations

Business

Response:

Dear [redacted],

Your account is clear

without any due balance which is including all the finance charges.

Thank You.

Director, Sales Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10271118, and find that this resolution is satisfactory to me.

Regards,