Patterson Dental

Initial Business Response / [redacted] (1000, 5, 2016/06/11) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Regrettably, this Doctor did experience some significant difficulties with the new equipment installed in his clinic There were some manufacturer defects which came with his two new chairsIn an effort to keep the Doctor operational, a brand new (unused)identical chair was brought in from our showroom to replace one of the chairs which had a factory defectIt can take anywhere from 4-weeks for a new replacement chair to be ordered and deliveredUtilizing the brand new chair from our showroom prevented a lengthy delay in replacement The Manufacturer is preparing an offer to replace this chair if that is what the Doctor desires; or will be offer a significant credit if he chooses to keep the brand new show room chair The second chair had a small part in the delivery unit arm that was defective from the factory causing an air noiseA "brand new" part was taken from the delivery unit of a "Brand New" showroom chair and replaced in the delivery unit of the chair at the Doctor's clinicThis was the best and most efficient way to keep the Doctor operational and minimize any inconvenience for the Doctor As part of the manufacturer proposal, they have agreed to extend the factory warranty In an effort to make things right with the client, the manufacturer will also include in the proposal a significant discount on the next chair purchased to the client for his next operatory when he is ready to add another room The Doctor has since requested a different type of delivery system in lieu of the discountThe manufacturer is currently re-configuring this option and will add to the proposal for the Doctor There has been significant correspondence between Patterson Dental and the Client A full credit for the rear delivery units was offered to the client to go against new delivery unitsThe client agreed to this but we were informed shortly thereafter that the client will be purchasing new deliveries from another supplier Regardless the client has been informed that he will be given a refund on the rear delivery units The order for the main water filtration system was cancelled by the Doctor and he has been advised that any charge associated to the main water filtration system will be refunded back to him An e-mail request has been sent to the Doctor to identify any outstanding items that we may not be aware of or that need attention We will continue to work with the Doctor to resolve any outstanding issues It is extremely unfortunate when things go wrong; but given the opportunity, we will always do everything that we can to make it rightPatterson Dental has a satisfaction guarantee, we do not refuse refundsThe Client has been made aware of thisWe will continue discussions with the Doctor and will continue work with him to address his complaint and to come to a resolution Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) After registering the complaint with the Revdex.com, the manufacturer finally responded to my demands for a refund on the defective delivery unit citing that they will infact reimburse me after new ones are installed The response to my requests are usually very slow and it seems that after money is paid in full to the company the requests to the client are ignoredAfter my formal complaint however, I have gotten more concrete feedback from Patterson I currently have a water filtration system that is installed in my clinic but apparently none functionalDuring the installation a month ago the contractors and a Patterson representative informed me that another system would be orderedPatterson representatives came to my clinic last week and were not aware of this problem, they assumed that the filter system was working properlyI am still awaiting their response on this issue I am simply requesting that any issues I have are to be resolved and that refunds be given where dueAs a new doctor starting business operations and taking on risk through bank loans I am requesting more attention from the equipment suppliers as I have already had to turn away a few patients due to the malfunctions and deficiencies previously noted

Initial Business Response /* (1000, 5, 2016/06/11) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Regrettably, this Doctor did experience some significant difficulties with the new equipment installed in his clinic.
There...

were some manufacturer defects which came with his two new chairs. In an effort to keep the Doctor operational, a brand new (unused)identical chair was brought in from our showroom to replace one of the chairs which had a factory defect. It can take anywhere from 4-12 weeks for a new replacement chair to be ordered and delivered. Utilizing the brand new chair from our showroom prevented a lengthy delay in replacement.
The Manufacturer is preparing an offer to replace this chair if that is what the Doctor desires; or will be offer a significant credit if he chooses to keep the brand new show room chair.
The second chair had a small part in the delivery unit arm that was defective from the factory causing an air noise. A "brand new" part was taken from the delivery unit of a "Brand New" showroom chair and replaced in the delivery unit of the chair at the Doctor's clinic. This was the best and most efficient way to keep the Doctor operational and minimize any inconvenience for the Doctor.
As part of the manufacturer proposal, they have agreed to extend the factory warranty.
In an effort to make things right with the client, the manufacturer will also include in the proposal a significant discount on the next chair purchased to the client for his next operatory when he is ready to add another room.
The Doctor has since requested a different type of delivery system in lieu of the discount. The manufacturer is currently re-configuring this option and will add to the proposal for the Doctor.
There has been significant correspondence between Patterson Dental and the Client.
A full credit for the rear delivery units was offered to the client to go against new delivery units. The client agreed to this but we were informed shortly thereafter that the client will be purchasing new deliveries from another supplier.
Regardless the client has been informed that he will be given a refund on the rear delivery units.
The order for the main water filtration system was cancelled by the Doctor and he has been advised that any charge associated to the main water filtration system will be refunded back to him.
An e-mail request has been sent to the Doctor to identify any outstanding items that we may not be aware of or that need attention.
We will continue to work with the Doctor to resolve any outstanding issues.
It is extremely unfortunate when things go wrong; but given the opportunity, we will always do everything that we can to make it right. Patterson Dental has a satisfaction guarantee, we do not refuse refunds. The Client has been made aware of this. We will continue discussions with the Doctor and will continue work with him to address his complaint and to come to a resolution.
Initial Consumer Rebuttal /* (2000, 8, 2016/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After registering the complaint with the Revdex.com, the manufacturer finally responded to my demands for a refund on the defective delivery unit citing that they will infact reimburse me after new ones are installed.
The response to my requests are usually very slow and it seems that after money is paid in full to the company the requests to the client are ignored. After my formal complaint however, I have gotten more concrete feedback from Patterson.
I currently have a water filtration system that is installed in my clinic but apparently none functional. During the installation a month ago the contractors and a Patterson representative informed me that another system would be ordered. Patterson representatives came to my clinic last week and were not aware of this problem, they assumed that the filter system was working properly. I am still awaiting their response on this issue.
I am simply requesting that any issues I have are to be resolved and that refunds be given where due. As a new doctor starting business operations and taking on risk through bank loans I am requesting more attention from the equipment suppliers as I have already had to turn away a few patients due to the malfunctions and deficiencies previously noted.