Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought these snap on teeth and they did not even fit properly. I asked fro a refund and they said that they did not think that there was a good reason to give me a refund. They never gave me a receipt. The address on the envelope they sent is: Snap-on Smile 1055 Sesame St Franklin Park, IL 60131 They teeth cost me $29 plus all the other fees. I should have known they were a seedy company. I found them on Facebook. I appreciate your help. Thank you Jaime

  Business response

  08/09/2024

  I am sorry to hear that you purchased a product that you are unable to wear. Unfortunately, you did not purchase DenMat’s product, SNAP-ON SMILE®.
  
  SNAP-ON SMILE® is a registered trademark of DenMat and we own the patent for the product. SNAP-ON SMILE® is a custom appliance only available through a licensed dentist and not sold online. There are many copycat/imitation products sold online that claim to be the same but are not. They do not require a dental impression taken by a dental professional and you do not have a dentist to fit and adjust the appliance for you.
  
  I wish I had better news for you. If you can send me the link or information on the company that you purchased from, we would like to send them a cease and desist letter to stop misleading consumers.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my Rota-Dent one step (classic) toothbrush from Smile Care Dental group that was my dentist many years ago. I was told that it came with a lifetime warranty I think I even remember seeing the words life time warranty on the box or paper work that was in the box. The toothbrush hasn’t held a good charge for at least four years. I have had to charge it after each use but recently it totally stopped working altogether. I searched online to figure out whom the responsible party is to honor the warranty. Den Mat holdings LLC is now in charge of the warranty. I contacted Den Mat to inquire about getting a replacement unit. I was told by a customer care advisor Anthony Salazar that they no longer honor lifetime warranties for any of their products. Although they might do a one-time replacement for the Rota dent one step if I could provide proof of purchase. I sent Anthony pictures of my broken Rota-Dent one step which has the smile care logo printed on it to prove I had one from a dentist’s office. I looked for the receipt but it was such a long time ago it would be a miracle if I still have it in my possession. I had a thought that the dentist I purchased it from might still have the invoice. Upon looking up the dental group I found out that the practice had gone out of business. I also sent Anthony a picture of the web page showing the dental practice had closed. I’m really upset with this whole tooth brush situation. The one step put me back $125.00 which was quite a bit of money back then. I’ve had to purchase many replacement brush heads through the years and they weren't cheap either. I've been a faithful client to them for over seven years now and this is how they treat their customers’ it’s shameful. I had felt the price was well worth it, at least I thought having a lifetime warranty. I feel the company should honor their prier obligations and warranty s still. I’m still in search of that receipt if I can't find it what can I do? Or Can I do nothing?

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Why are the brush heads constantly failing? I just threw out another one today that was only a month old. The one before that never worked at all. The one before that lasted 2 weeks. I'm tired of throwing away $25 dollars on these things over and over again and getting next to nothing out of them.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I originally bought a Rotadent over twenty years ago--it was pricey but I was told there was a "lifetime guarantee", meaning if something went wrong, they would replace the unit. Then DenMat bought the company, and decided they would no longer honor that agreement. Really? They buy a company and the first thing they do is decide to no longer honor a customer agreement?? So I bought another brush, but after some time, I had a problem with that toothbrush. I knew when I bought it, but there was some confusion on their part about the date of purchase. But they decided they wanted to keep a customer of more than twenty years, and graciously sent a replacement toothbrush in February 2023. The problem is that less than seven months later, this brush is not working! When I called to request a replacement, I was told that now they go by the original order date, which was now outside their warranty period, and the fact that my brush was a replacement (which lasted less than seven months) was irrelevant, and they had no intention of replacing it. Do they really not want to be responsible for a product that doesn't last more than seven months? And I was never informed of this. How was I supposed to know that a seven month old brush was "outside their warranty"? They said I could buy another brush. But with this kind of customer service, and knowing the brushes may or may not last, I don't feel confident doing so. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this rechargeable toothbrush through our Dentist many years ago, with a lifetime warranty. since that time DenMat holdings, LLC purchased the company and now they no longer warranty for lifetime. My problem is a lifetime is a lifetime, or is this buyer beware?

  Business response

  04/06/2023

  Thank you for the opportunity to respond to this complaint. We have contacted the customer and placed an order for a new Rotadent ProCare to be sent at no charge.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a rotadent (old model) years ago it had a lifetime warranty and I had to have it replaced a few times. Then a couple years ago they wouldn’t honor my lifetime warranty anymore because they had a new model that took the place of the old model so I reluctantly bought the new model for almost $150. Fast forward less then a year into owning it all my brush heads don’t work because there is a flaw in the cheap plastic that breaks where the heads attach. The rotadent also barely holds charge. My old one lasted over 10 years with 2 replacements and now the new one which I paid for because they didn’t honor the original warranty of my old model has stopped working a year after owning it and I would like them to send me a new one because at $150 and $25 per head that’s too expensive for the average senior to pay on a fixed income. Please take care of your loyal long time customers when you know the new model has design flaws it’s documented.

  Business response

  02/24/2023

  Thank you for bringing this to our attention. DenMat has changed its policy regarding the lifetime warranty that long time customers of Rotadent had prior to our acquisition of the product. We are attempting to contact the customer to verify a shipping address. We will send a replacement Rotadent ProCare powered toothbrush, along with a few replacement brush heads at no charge.

  Regards,

  C**** ********
  

  V.P., Executive Administration
  

  Customer response

  02/24/2023

  
  Hi thank you very much my shipping address is 

  *** ********* Ave.
  La Habra, CA 90631

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 19453542, and find that this resolution is satisfactory to me.
  
  

  
  Regards,
  
  B***** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OK, so I too purchased a Rotadent many years ago and had a "lifetime" warranty. They replaced my toothbrush a few times but the last time said they no longer made that and also didn't have a "lifetime" warranty any longer. They said it would only be 2 years moving forward. I didn't like that as it was bait and switch in my opinion but of course you have no option. It was worked off and on and I have called only to be told i am over the 2 years of course. In addition, i have purchased several tips from DenMat as I was told that they would fit correctly. Low and behold the last batch i received in September, 2022, when i ordered two brush heads DO NOT SPIN!! They start out spinning when you put them on but as soon as they touch your teeth they stop!!! I have a very old tip so I am 100% it is not me because that one works fine but is OLD and worn out. This is not the first time this has happened as they can pull my records to see how many tips I have ordered from them. Then they say you can only get returns in 30 days well, I don't change the tip every 30 days so you are automatically screwed because you can't do anything about it. I loved my Rotadent and it was great before DenMat took over. I am just so irritated because the amount of money I have spent on tips that do not work is crazy and also I cant afford to buy a new brush or new tips as this point as I have been recently laid off. My Dentist just retired so I can't even have them call or try to help me. I am beyond disappointed as I was a great spokesperson for this.

  Business response

  12/02/2022

  DenMat appreciates C******** taking the time to contact us about her Rotadent experience and appreciate that she is a long-time user of the Rotadent.
  

  Our Customer Care Manager is contacting C******** directly to arrange for a new brush and brush tips to be shipped to her.
  
  We hope this resolves any issues that C******** has and that she continues to enjoy the benefits of the Rotadent powered toothbrush.
  

  Regards,
  

  C**** ********
  VP, Executive Administration

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've purchased a Rotadent Classic through my periodontist years ago. It will not longer hold a charge. I called on Aug 8th and explained the situation and that I understood the battery (not the Rotadent itself) has a lifetime guarantee. The person I spoke with found the record of the order from the doctor, and confirmed my name and address. She said to clean the contacts and switch, and try it for a week or so. Also, the replacement would not be a classic. I did not write her name down, but do see 20614 on my notes. It helped a little, but the charge only lasts for a day. I called back on 8/25 and spoke with Brittany recapping my situation. She said she didn't see any record of my call nor any history of a purchase by the periodontist nor me, and I would have to find the receipt for a claim. I found the receipt and called back the next day and told her it was purchased on 3/13/2003. She then said the lifetime warranty on the battery only started in 2004 and therefore I was not covered. I would be fine with just a battery replacement if it's something I could do but I need this for proper dental care

  Business response

  09/13/2022

  I want to thank Ms M***** for being such a loyal Rotodent customer, and I apologize for the inconvenience she has experienced in trying to get a working toothbrush. Due to the age of her toothbrush, we cannot replace the battery unit. We are instead sending Ms M***** a complete new Rotadent ProCare model.

  We hope this satisfies this issue and wish Ms M***** many more years of excellent oral health care.

  Customer response

  09/13/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18010938, and an happy with this resolution.

  Thank you for such immediate attention, and thanks to DenMat for theirs.  
  

  
  Regards,
  ********* M*****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rotadent toothbrush with LIFETIME WARRANTY. The brush failed after years of use. DenMat obviously bought out the company and I had to buy a "different" model of the toothbrush because my model was no longer available. Well, this model has only a 2 year warranty. What happened to my lifetime warranty? Sounds like an easy way to get out of that agreement. Make a new model and the original model is no longer available. I can buy a new brush with the 2 year warranty. The new brush last just past 2 years and I can do what? You got it. Repeat.

  Business response

  09/09/2022

  DenMat is replacing Mr. ***e's Rotadent toothbrush with a new Rotadent ProCare model at no charge. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 29th 2022i purchased a roto dent toothbrush order #********* for the amount of 109.99 when I received the item I discovered that one of the brushes of two didn’t work. I tried contacting them by email twice with no luck. That’s why I am contacting you. Since then the second brush of two has stopped working. I just want a product that works. Don’t even want my money back. I’ve been using this product for years and have never had this type of problem. 109.99 is a lot of money for a toothbrush so it’s really getting to me.

  Business response

  07/26/2022

  Mr. B******** unfortunately purchased the product from a 3rd Party Seller. As a policy, we do not warranty product purchased from other parties. However, since Mr. B******** took the time to contact the BBB, we are providing him with a new Rotadent unit that we trust he will be satisfied with. Our Customer Care team has made contact with Mr. B******** and he has been informed of our decision.  

  Customer response

  08/03/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17617183, and find that this resolution is satisfactory to me.

  Thanks for all your help but I received a new toothbrush handle today. Thanks again for all your help. 
  
  Regards,
  
  **** B********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩