Supply Doc, Inc.

Review: On 11/30/2012, we had a rep by the named of [redacted] come into our office, he stated he was with Supply Doc and said they did repairs in the office and also made repairs on hand pieces, which were done at another location.

We explained to him we did have a few hand pieces that were in need of repair, and a room which was leaking water. He offered to take a look at the air/water syringe which was leaking, at no charge being that we have agreed to have Supply Doc repair four hand pieces if the price was in our range. He checked Op 1 and 2 for leaks, and said he adjusted an air/water syringe as need and it should not give us a problem again.

After [redacted] left the area began to leak again, but due to our office not being charged for this service we did not bother Supply Doc with this matter again. Upon leaving our office, [redacted] took with him two high speed hand pieces and two Contra Angles, he wrote all serial numbers down, and took the hand pieces and said he'd be in touch. I told him before any repairs were made we needed a quote on prices for repairs first he said ok and left with the hand pieces.

The Serial Numbers are:

Contra Angles x X - XXXXXXXX / XXXXXXXX

High Speed HP x X - XXXXX / XXXXXX

I spoke with [redacted] 1-2 weeks later regarding how much the repairs would be, we agreed to have the two high speed pieces repaired an asked that he return the Contra Angles and we would just wait for repairs on those ones, being that we did not use them that often. He said ok, he also stated that it would take a while for repairs to be done on the high speed ones because the parts were hard to find.

Less than one month later, I received an invoice for the repairs. I called Supply Doc and stated that we have charges for hand pieces we don't even have yet and [redacted] agreed to repair our room at no charge. I was told the charge for the room would be adjusted and [redacted] would be contacting us regarding hand pieces.

A few days later [redacted] came by the office while we were at lunch, Dr. [redacted] was in the office when he came by. He stated that only Adec could do repairs as they do not sell any parts outside of the company per their policies. He left a package with Dr. [redacted] after their conversations and left. The package had a part of one Contra Angle and one high speed hand piece, we figured he was bringing the other one later and didn't think anything of it. A few weeks later we got another bill from Supply Doc for all four hand piece repairs.

I again called and said we never had any repairs done and we still haven't got our other hand pieces back, we then had three people stop by our office to give us some price sheets. I told them we're not happy with our previous service and all we want is our hand pieces back, they then said they wanted to make it right and took the broken Contra Angle back to see if they could have it looked at and stated they would locate our other hand piece. We had someone by the name of [redacted] state he was the owner of the company, he promised this never happens in their company and that he would fix the problem ASAP. A week later nothing. I called Supply Doc to follow up and was told by [redacted] that [redacted] said he already returned all headpieces back to us already. Confused by this I asked him for the serial numbers they had on file. I stated that I would check our serial numbers to see if they were left and we missed it by mistake. After matching our headpieces to our original invoices we realized that we were given someone else's high speed hand piece and ours were still missing.

I informed [redacted] of this and he said he would check with [redacted] and get back to us. We did not hear from him again for another month. We have been calling off and on ever since and are told every time that he would look into finding our hand pieces and if he couldn't find them he would replace them. During one of our last conversations in April, he stated [redacted] was never with their company after all. And he is doing us a favor by replacing our hand pieces with used ones. I told him he needed to take care of this matter ASAP, Dr. [redacted] has also spoken to him several times by phone. We are getting nowhere with this company, we need some help in this matter. If you can please get back to us at your earliest convenience it would be much appreciated.

Business

Response:

Initial Business Response

In response to the complaint, Supply Doc, Inc. has been in business since 2008, our core business is the distribution and sales of Dental Supplies to Dental Offices. As a growing business we listen to the needs of our customers and to that end in 4th Quarter of 2012 we started adding equipment and services to our product offering. As part of this process the decision was made to contract with 3rd party services providers for the repair of equipment that we were selling. We also saw that our current customer base had equipment service and repair issue with dental equipment existing in their offices so in October 2012 we contacted all our customer with an equipment service and repair program offering.

In November 2012 we contacted [redacted] of [redacted] Service at [redacted] Circle, [redacted] CA XXXXX and started the process to contract with him to become a service provider for Supply Doc, Inc. To that end in December 2012 [redacted] Services became one of our equipment repairs sub-contractors. As part of our Sub-Contractor agreement with our repair suppliers any customer that we have on our books moving forward from the date of contract will have all service request processed by Supply Doc. As a practice we tell them that all pickups and repairs will be handled by office personnel with documentation of pickup and returns and description of work provided.

In November 2012 we had not completed the agreement with [redacted] to do service providing for Supply Doc and as such [redacted] was still working on as representative of [redacted] Service and as such provided the service repairs and equipment pickup for [redacted]. In December 2012 we announced to our customers that we were now offering equipment service and repairs, since [redacted] was one our customers when our Sale Rep went to their office and announced this relationship with [redacted] Services they asked us for the assistance in this matter of the prior pickup of the equipment. In good faith and to provide customer service our rep documented the information the information to [redacted] and [redacted]. In January 2013 we learned of the issues that were happening in [redacted] office with the equipment for [redacted] since we were assisting our customer in the documentation of the events we worked with [redacted] as an intermediary to try and solve the issues that were happening at [redacted]'s office. We immediately told [redacted] that [redacted] would not be charged anything for the service and documented this with a zero invoice of the transaction. In February [redacted] returned the equipment back to [redacted]. In March we learned that [redacted] had not returned the same equipment that were taken.

From the November 2012 to now we have acted as an intermediary between [redacted] Service and our customer to try and resolve the issues between our customer and the independent service provider. [redacted] admits that this issue is the fault of his and [redacted] Service for not providing proper service to the customer. Due to the fact that [redacted] Services was not our sub-contractor the time of the initial pickup we do not agree that this complaint is the fault to our company or personnel and as such the complaint should be direct to [redacted] Services.

Since, [redacted] is still our customer we will still act on their behalf to try and resolve this issue between [redacted] Services and [redacted] however [redacted] understands that this is his issue and the resolution for the problems and [redacted] need be resolved between them and not Supply Doc.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I'm confused, what resolution? we lose either way, we were scammed out of our handpieces, period. I would love to see these so called SIGNED FORMS. You people are a joke. If the Revdex.com could just contact our office that would be great. Thanks

Final Business Response

I am writing in light of the response from [redacted]. As you can see I have carbon copied [redacted] was the person in charge of this repair and was acting as an independent contractor. Frankly Supply Doc was not even part of this case, as everything went with [redacted] directly. I am uncertain what Ms. [redacted] really means when she mentions that she was unaware of [redacted] independent agreement. [redacted] is very upfront even with his [redacted] clothing to his [redacted] truck, and it is hard to believe that they office entirely missed the fact that [redacted] is an independent contractor. We have credited the account, we have done whatever we could on our end to make the customer is happy, and it seems like [redacted] is asking for something that is simply not there. Frankly I am not even sure what it is that they are asking. As far as I know, [redacted] has all necessary documents, showing that everything was received and was singed for.

I have asked [redacted] to respond to this email, and take matter off of our hands, as this is not a Supply Doc related issue, and customer is free to do whatever is necessary for them.