DenMat Holdings

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.

Review: On 4/10/2014 I contacted DenMat regarding a warranty issue with my device. I was given instructions on where to mail it back to have a replacement unit sent out. This was sent out on 4/11/14. Since then, I have not received any communication about this replacement unit. I called two weeks later, stayed on hold for a half hour and finally spoke to [redacted], who acknowledge she was working from home in Arkansas. She acknowledged she saw my order (#285146) and seen that the replacement unit was on back order and said she will process the next comparable unit to be sent out that Saturday 4/26/2014 which was two weeks ago. Since then I still don't have it in my hands and I called DenMat back to get a status update. I spoke to a Hanna who said she doesn't know what to do and promised she will have her supervisor call me the next day. This never happened either. I emailed DenMat at [email protected] which was the email address listed on their site. I sent this email on May 6th and never received a return email. I feel that I'm being ignored and that to wait a month and still don't have this replacement in my hands.Desired Settlement: Just want my replacement ASAP!!

Business

Response:

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. http://www.fedex.com/Tracking?language=english&cntry_code=us&tracknumber...⇄

Review: I purchased a snap on smile through this company. The snap on smile Hurts terribly within two minutes of putting it in my mouth. And it looks worse than being completely toothless. I am embarrassed to wear it Because it Looks like I am wearing horse teeth. Everyone I asked agreed and thought looks terrible. It appears to be something for To wear on Halloween night. I hate it.Desired Settlement: I do not believe they can Make a snap on smile that would not hurt my mouth. Also I have no faith that it would ever look good no matter how many different ones that were made for me.

Business

Response:

Dear Shelia Hollon,

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:

I have reviewed the response made by the business in reference to complaint ID 9696365, and find that this resolution is satisfactory to me.

Regards,

Thank you for letting me know. Your help is much appreciated. Maybe this will prevent someone else what I experienced. Again, many thanks to you.

Review: We sent a Pro Select Piezo for repair 5 months ago. They stated that the part we needed was on back order 4 months ago. They never called to let us know this information until we call about it. We called every 2 weeks to follow up on repair info and they said the same thing every time. Three weeks ago we requested it be sent back without being repaired. We called last week and they stated it was boxed and ready to go to be shipped. Today I call and they didn't have any record of our request and that they would get it sent out today. I am doubting this we be done.Desired Settlement: Not to be charged for diagnosis of this equipment nor shipping charges of any kind

Business

Response:

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 $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

Consumer

Response:

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,

Review: I purchased a Sol Soft Tissue Laser from DENMAT in December 2013. My initial laser had several repairs and finally the company offered to replace with a new laser instead of repair. The second laser lasted a month or so and stopped working again. At this time I asked for a refund. I was told I could not get a refund after 30 days so they sent a third new laser. The third new laser lasted for 7 procedures before it stopped working. I asked for a refund again and was again told no and sent a 4th new laser. The first time use out of the box, the 4th laser would not work at all. I called again and was put on hold several minutes and then told I cannot have an answer at this time. Starting with the 3rd laser I asked for a rep to come to the office and unpackage it for us. I was denied on the third and fourth laser. I followed all instructions carefully.Desired Settlement: I would like a refund for the laser. I have accepted a replacement 4 times and none of them have worked. Between replacements and repairs the laser has been out of the office more than in it.

Business

Response:

Dear 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

Review: I bought a Rotadent toothbrush with a lifetime warranty through my dentist in 2010. In November 2014 I called DenMat for a replacement because the toothbrush would no longer hold a charge. I spoke with Gina, who asked many questions and then requested an email from my dentist's office to verify the date of purchase. A few weeks later, having received the email, a DenMat rep called me back. She gave me a reference number (1[redacted]15) and said DenMat would mail a complete new unit, the new toothbrush would have a 4-YEAR WARRANTY, DenMat would charge $16.95 for shipping, and I'd need to register the new toothbrush and destroy the old toothbrush. When I received the new toothbrush, it was defective (will not charge). Also, DenMat added sales tax to the shipping charge without telling me. I did not register the new toothbrush. I have not returned the new (defective) toothbrush. I have not destroyed the old "lifetime warranty" toothbrush.Desired Settlement: I want DenMat to honor the lifetime warranty I purchased in 2010.I want DenMat to send me a toothbrush that works, shipped at their expense.I want DenMat to refund $18.14 to me ($16.95 shipping plus sales tax), at which time I will return the new defective toothbrush.

Business

Response:

[redacted],

Review: I received a replacement Rotadent Contour toothbrush under warranty which subsequently stopped working within a month. I called and was told I could receive a replacement base (both the base and toothbrush itself was not working) under warranty or pay $16.95 for a completely new unit. I took what was on warranty in the hopes that it would work with a new base and I couldn't understand WHY I would PAY for a new unit which was clearly under warranty. The new base was not helpful in getting the toothbrush to work. I called again yesterday (2/25) and was told that they could send me a new toothbrush under warranty but that it would cost $16.95 for shipping charges! A different story then what I was told last month! This is a deceptive business practice and NO WHERE in their warranty statement does it say that the customer will incur shipping charges for a replacement under warranty.http://www.denmat.com/Rotadent_ContourDesired Settlement: I would like a replacement toothbrush.

Business

Response:

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.

Consumer

Response:

Review: 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,

Business

Response:

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 am willing to remove the shipping and handling fee as a good will. Please contact our Consumer line for some assistance.

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.