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Glidewell Laboratories

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Reviews Glidewell Laboratories

Glidewell Laboratories Reviews (7)

• Dec 05, 2023

Extremely rude staff
I have had several issues with this lab's customer service and I've always allowed them to correct them. One tech called the office and was extremely rude to my assistant when I was not here one day and completely disrespected her over the phone. Not sure what is going on with this lab but I will no longer be using them.

Very difficult to work with
I have a wax up case not done in 5 weeks. Nobody knows what they are doing and why.
Spoke with 8 -10 lab technicians and 2 managers. No luck…

+1

ID Assigned: [redacted] Re: Client complaintConcerning the transaction discussed in your December 3, letter, the matter was addressed by [redacted] directly with the company's client.Thanks, ***

ID Assigned: ***
5pt;">Re: Client complaint
Concerning the transaction discussed in your December 3, letter, the matter was addressed by *** *** directly with the company's clientThanks, ***

[redacted] – I received the below complaint.  I will try to get an answer for this question. I believe the customer is wondering why we will not give a specific answers to specific questions regarding the products that his dentist is ordering.  Actually our customer is the...

dentist.  We do not make direct to consumer products.  We fill prescriptions for dental appliances for dentists.  It's much better for the patient to receive information regarding the products from the dentist, rather than the dental laboratory.  This avoids confusion.  I would typically recommend that are company not consult directly with patients regarding products ordered by their dentist. I going to ask [redacted] from customer service (who I have copied on this) to consult with me on this.  She may have a more particular answer and then I will convey that to you. Thank you  Hi [redacted], From what I am understanding upon reading this, is that a patient is filing this complaint in regards to our laboratory not helping them directly, is that correct? If so, this information you documented is accurate.  We do not assist and/or work with patients directly to order/re-order products as we are not directly billing them, nor do we go over the warranty information as they are for the dentists and some dentist pass that warranty differently to the patient.  Also we are not medically licensed to identify what is the patient’s issue so that we can prescribe and/or recommend any product or crown.

ID Assigned: [redacted]Re: Client complaintConcerning the transaction discussed in your December 3, 2015 letter, the matter was addressed by [redacted] directly with the company's client.Thanks, [redacted]

Review: This is a billing issue, a customer service issue, a delivery issue, and a product issue.

I am a a dentist and used them to make a denture for a patient.

Each time I sent the case to the lab it was not delivered back on time and it was not what I asked for.

I specifically asked them to not ship the final product as I would pick it up in person. I drove down one hour

each way to their lab and was told it was not ready the first time and the second time I drove down they had

shipped it out despite having several notes on the account to not ship. The whole time these problems were going

on there was a severe lack of communication on their part. I was told that for my problems with this case that I would be given 20% off my lab bill for this patient. I was told it would not show on the most recently mailed statement but it would be on the next. The most recent October statement I received did not show the discount so I paid 80% of the bill. The next statement I received in November also did not show the discount but included the remaining balance plus a late charge. I called the lab and was told it was issued today and will take 7-10 business days to show up in their system... which makes no sense. A mistake was made and this should be rectified immediately and my balance should be zero. Given the communication and operational errors that have been ongoing with this lab I do not trust that this credit will ever be issued to my account and they will continue to bill me and add late fees. In another instance I submitted a case and received back something entirely different from what I asked for and did not receive compensation even though I had to resubmit the case to another lab to correct their error.Desired Settlement: Billing Adjustment

Contact from Glidewell

Correction to Credit Report

Refund

Business

Response:

ID Assigned: [redacted]Re: Client complaintConcerning the transaction discussed in your December 3, 2015 letter, the matter was addressed by [redacted] directly with the company's client.Thanks, [redacted]

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Description: Hospital & Medical Equipment & Supplies

Address: 4141 Macarthur Blvd, Newport Beach, California, United States, 92660-2015

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