Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with a pair of dentures I purchased for over $1,400 from Affordable Dentures and Implants in *********, *******, in December 2023. Despite selecting a higher-priced model to ensure quality, the dentures have caused ongoing pain and have never fit properly.Initially, it was evident that the dentures did not fit. Despite three follow-up visits over three weeks, which required me to be late to work, the adjustments made by the staff were unsuccessful. The staff advised that it might take time to adjust to the new dentures. Trusting their expertise, I attempted to adapt to the dentures for an additional five months.Unfortunately, the discomfort and fit issues persisted, suggesting a fundamental flaw likely due to an incorrect initial mold. I proposed that the dentures needed to be completely remade, but this was not addressed satisfactorily. Moreover, I was informed that further adjustments would incur additional charges, despite the apparent manufacturing error.The warranty provided states: "During the Warranty period, which begins on the date your final denture is delivered to you, the dentist will repair any breaks or damages that might occur as a result of our work - free of charge." Given that my dentures were incorrectly made from the outset, I believe this situation falls under the warranty coverage. However, my attempts to claim this warranty have been denied, contradicting the promise of quality and customer satisfaction that influenced my decision to purchase from Affordable Dentures and Implants.Given the severe inconvenience, continuous discomfort, and significant financial expenditure, I am seeking assistance from the BBB. Affordable Dentures and Implants should either remake the dentures at no additional cost or provide a full refund to compensate for the faulty product and the significant inconvenience caused.Thank you for your attention to this matter.

  Business response

  05/28/2024

  We adhere to all guidelines and protocols.  Patient was told we were willing to help him and that there could be a charge but he decided to go somewhere else. We will be willing to refund all his money, which would be $1290.00.  

  Customer response

  05/29/2024

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

  This is to state that I expect the refund to be processed as stated in their response.
  
  Sincerely,
  
  *******************

  Customer response

  05/30/2024

  I DO NOT accept there offer. I already paid to have these repaired. The offer they posted did not state they would need to have the Dentures returned. Again they are using deceptive practices and flat out lying.

  Business response

  06/11/2024

  I have attached our Denture Satisfaction Guarantee (full 100 Day Warranty) and **************************** Warranty, which explains our policy.  When the patient called 5 months after the delivery of his dentures and the patient returning to the office 3 times for an adjustment, (which we offer 60 days of adjustments at no charge) I told him he MAY have a $65.00 office visit for an adjustment, but I wasn't sure what he needed to have done and that there could be a charge for his appointment.  At that time he told me he didn't want to pay $65.00 and he would go somewhere else and have them worked on. Which as stated in our policy "Repairs and adjustments made by anyone other than your Affordable Dentures practice staff may void this warranty"

  In our policy it states we will gladly exchange you dentures for a full refund. When the patient called the office for his refund I informed him that he would have to return his dentures to the office and the refund would be issued. He then stated " I just had them fixed and it cost me $600.00". In the Initial conversation I told the patient that there could be a $65.00 charge he did not want to return to our office for us to evaluate his issue but then went elsewhere and paid $600.00.

  Refunds are done when a product is returned.  We do not lie, we are a reputable dental practice, We have a ****** rating of 4.8.  All our policies are on our website in writing.  

   

  Customer response

  06/11/2024

   
  Complaint: 21719913
  
  I am rejecting this response because: There is clearly a documented response where they offered to refund the cost. They made no stipulation as to how to get the refund. It is ****** spelled out by them. So yes, that was a lie, which is proven easily by their stance changing. They offered a full refund, not mentioning the return of the dentures. Any resolution other that their original offer constitutes a lie.
  
  Sincerely,
  
  *******************

*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. ↩