Complaints

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid ******* for a quality denture and was told we would receive the best and of great quality. All questions answered to our satisfaction. Wax try in felt great, looked great, but the finished product was made of cheap plastic, is full of bubbles, feels like lava rock, and has a horrible taste that will not go away. Tastes like plastic, superglue, and how formaldehyde smells. Denturist was more concerned with how it looked as opposed to how it felt or functioned. The bite is all messed up and the denture is unusable. It has caused cuts and scratches that bleed and caused a section of bone to be exposed on the lower ridge. Denture adhesive do not stick to the appliance even after being cleaned with ****. There is a oily substance that permeates from the denture as well. It sounds like legos when tapped and is extremely thin to the point that any adjustments would destroy the denture. Since receiving it and wearing it I have had headaches, abdominal pain, sore throat, loss of taste, and a horrible whistling lisp.

  Business response

  10/19/2023

  First of all, ************************* is not a patient of Bangor Denture. I can only assume that he is speaking for his wife ***********************, who is a patient of Bangor Denture. Patient came into my office on October 5th, 2023, I delivered upper and lower full dentures to her. After initially placing the dentures in patients mouth, I took them out, dried them off using a paper towel and sprayed pressure indicating spray on the tissue surface of both upper and lower dentures, then placed the dentures back in patients mouth, one at a time. The pressure indicating spray indicates where patient has a high/sore spot. Spray indicated areas on both dentures, I relieved all indicated spots on both upper and lower dentures. I asked the patient numerous times how her dentures felt, she stated "good" and had no sore spots after the adjustments were made. As far as the denture not fitting properly, the suction on the patient's upper denture was phenomenal, her lower denture was even staying in place. Her bite was interdigitating properly, I confirmed that at her try in appointment, and again at the time of delivering her dentures. I asked multiple times how everything felt, her response was "great, I've never had dentures that fit so good", with a smile on her face. I advised patient that there will likely be sore spots as the dentures settle in and her gums adapt to the new prosthetic, and this is not an uncommon situation when a patient receives new dentures.
  Patient was very satisfied and happy with appearance, fit and bite when she left my office on October 5th, 2023. I reiterated to her to call out office if/ when she gets a sore spot. Patient's husband called Thursday 10/05/2023 at 3:34pm stating patient had a sore spot and would like to get her in for an adjustment. We got patient scheduled the next business day for an adjustment, which was on October 9th 2023 at 12:30pm. Patient did not show up to have her dentures adjusted. We called the patient twice on Tuesday October 10th,2023, once in the morning and once in the afternoon regarding her adjustment appointment that she did not show up for. The calls were unsuccessful, phone rings once then goes to voicemail. Patient or her husband never called the office again about any concerns with the patients denture. The sore spots the patient is referring to on the lower jaw could have been relieved if the patient came to her adjustment appointment on Monday October 9th 2023. All prosthetics take time and need adjustments until they are comfortable and functional as explained to the patient numerous times.
  Patient did not complain of any bad tast of plastic or superglue when she was in my office. Super Glue is never used. Acrylic is though.
  Our dentures are all made of high quality acrylic and high quality denture teeth. By the end of the process, the dentures do resemble a plastic material, which is why they feel and sound like plastic. However, we never delivery a denture that is too thin, unfinished, unsatisfactory, or otherwise defective. All of our dentures are processed the exact same. The dentures are placed in a pressure pot for 35 minutes to fully cook. Once the dentures are cooked, they are then placed in a case pan and sit untouched for about a week. Dentures are then finished and polished and placed in a wash station, then placed in a bag with water.
  These dentures do not have any air bubbles in them. Dentures are carefully inspected before given to the patient. If there were air bubbles in dentures they would not be given to the patient.
  As far as an oily residue. We have never experienced any similar complaints or concerns. If the patient is cleaning her dentures with **** dish soap, as stated in initial complaint, I suspect that would be where the oily residue, and potentially the bad taste, is coming from. If the patient is having symptoms that she believes are related to our dentures, then we insist that she comes in to let us inspect the dentures to see if something is going on. However the patient seems to have no interest in communicating with us.
  On October 9th, 2023 if patient came to her scheduled 12:30pm appointment all of these concerns could have been addressed and taken care of. Patient did not follow through with follow up care/adjustments that were necessary and causing her to be dissatisfied.
  I would be happy to refund the patient $2,390.00 with the return of the set of dentures that Bangor Denture made her, in the same condition as was delivered to the patient. Please contact me to schedule a time for the patient to come to my office to return the dentures and give a full refund of $2,390.00.
  
  ***********************************, LD
  Bangor Denture
  ***************************
  Bangor, ME 04401
  ************

*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. ↩