ComplaintsforOtis Dental, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Honestly, I wish I had never bought your product.The instruction sheet did not include a statement that a receipt was required in order to use your product. I had to spend time going to the store to get a receipt and ultimately had to reach out to CVS to get a copy.I followed the directions and I sent you what the impressions looked like. Have you considered that the product was faulty to begin with? Now you are asking me to spend an additional $20?Actually what I'd really like is the total refund of the cost of your product. It's defective. Doesn't work. So here's your choice--either send me a refund, or send me the materials to try this again. It didn't work and it's not my fault that it didn't work.

  Business response

  05/30/2024

  This customer is submitting a false claim. She did purchase the product on clearance for $25 (regular price: $100), but the product was not defective -- she simply didn't follow the instructions. Instead, she rushed through the impression-taking process and sent back completely broken teeth impressions. We're more than happy to provide a copy of the support email that clearly shows why we couldn't proceed and includes an attached image of the defective impressions that ******** sent back to us. You'll see for yourself that it was her mistake for sending impressions that we clearly couldn't work it, and is now lying in this complaint as a means to bully us into waiving the $20 fee for a new impression kit (standard for all customers who need to make a new set of teeth impressions). You'll also read in her response to our email that she makes ridiculous, uninformed comments about her teeth impressions having her DNA, and that they're considered dental records, so we have to basically do what she says. Obviously, it's not the case because her teeth impressions have no personal information attached to it, nor do they violate any HIPAA policies. We plan to initiate a legal case for defamation if/when she proceeds with this false complaint with the BBB. Thank you.

  Customer response

  06/03/2024

   
  Complaint: 21774313
  
  I am rejecting this response because:
  I contacted BBB about **** because of the lack of courtesy and professionalism that I experienced in my email interactions  and am bothered by the lack of professionalism in this response as well as the personal nature of it by stating that "******** is lying."  The facts are as I explained, I purchased the product, I followed the directions (which did not note that I needed a receipt), made the molds and then sent them back--which according to the packaging said that they would then send me a completed mouth guard, which they did not.  Instead, they stated that the molds were not correct and in order to get the mouth guard, that I needed to send another $20 to get another mold substance. 

  The additional charges are what I disagree with--I raised the issue that perhaps the mold fabric was not viable, or the mail time caused the mold fabric to render it unusable, but **** ONLY wanted to blame me. I'm out the cost of the product and CVS will not replace or give me a credit. All I want is either the refund, or a mouth guard created.  From a customer service perspective or an organization that stands by the quality of their product they have not delivered on either.  The response from them was condescending, personal  and dismissive and left open no room for resolution.  It's unfortunate that **** is unwilling to consider an alternative resolution.  
  Sincerely,
  
  ***********************

  Business response

  06/03/2024

  Hello, ******** --

  Due to health and safety regulations, we're required to destroy defective and/or unused impressions after a certain period of time, as they are considered biohazardous waste. That said, what we can do is send you new materials (i.e., trays and putty), so you can return that to CVS and use your purchase receipt to request a refund. You can track the **** delivery of the package from here: ***************************************************************************

  Thank you.

  Customer response

  06/05/2024

   
  Complaint: 21774313
  
  I am rejecting this response because:
  I appreciate your response and the offer to provide the molding **** and the molds, but without packaging, CVS would not offer a refund for this item.  I'm glad to hear that you have destroyed the molds that I sent to you, with my DNA on it, and ask that you let me know the method that you used to destroy the molds.

  How can we get to a resolution on this situation? Could you send me packaged product to bring to CVS for a refund?

  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against **** **** for an issue I encountered with their product and subsequent customer service, or lack thereof.Early March, I received an email from **** customer support informing me that a box containing prints, which I had previously shipped, was opened during transportation. The communication suggested that to resolve the issue, I would need to purchase an additional kit.I would like to emphasize that I followed all provided instructions for packaging, labeling, and sealing the box before dispatch. I am confident that the damage incurred was not due to any negligence on my part but rather a result of the handling by ****** chosen carrier service. Therefore, I find it unreasonable and unfair to be asked to bear the cost of their service failure.Furthermore, I have attempted to reach out to ****** support team for assistance and clarification. Unfortunately, my efforts have been met with silence, which has only compounded my frustration.I believe that this situation reflects poorly on **** ****'s commitment to customer satisfaction and responsibility for their logistics partners. Being asked to pay additional costs for a situation outside of my control feels unjust and, frankly, resembles a scam. A fair resolution would involve **** **** acknowledging the mishandling of my package by their carrier, providing a replacement kit at no additional cost, and improving their customer service response to ensure that no other customer experiences such disregard in the future.

  Business response

  03/14/2024

  Hello, ******. We're sorry to hear that you're unsatisfied with the way we've handled your support ticket, but we respectfully disagree with your opinion that we should be held liable for any part of this situation. It is the customer's responsibility to ensure that packages are properly sealed and prepared for shipping before it's handed to any shipping carrier for processing. Furthermore, we have no control over the shipping practices of any shipping carrier. That being said, **** delivered an empty mailer box that did not contain any of your teeth impressions. Upon inspection, we found that you had only sealed one end of the mailer box, but not the other end, before shipping it out via ****. Our support team immediately notified you of the situation and provided a link so you could order a new kit and start again. Keep in mind that we normally charge $20 for a new impression kit, but decided to cover the cost of shipping ($10) and only charge $10 to cover the cost of materials. If you'd like to proceed, please use the link to order the materials and we'll get started on your custom night guard the moment your new impressions arrive. Thank you.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 7th of February 2024, I procured two **** mouth guard impressions from CVS. Following the instructions provided within the packaging, I promptly contacted **** to request a shipping label and dispatched the impressions on the 21st of February. Regrettably, **** has refused to dispatch the night guard and has subsequently closed the associated ticket, leaving me without any avenue for reimbursement of the funds expended on the purchase. This recurrent conduct by the vendor seems indicative of a broader pattern, as echoed in the reviews of other patrons who have reported analogous experiences.

  Business response

  03/14/2024

  Hello, Bedan. Per email correspondence with our support team, you had requested a prepaid shipping label, to which we asked for proof of purchase and shipping address. You provided this information, and a prepaid shipping label was sent over to you as an email attachment. When the impressions arrived, a custom night guard was made and was successfully delivered to your address on February 20th. You then contacted us asking why you had only received one custom night guard when the receipt showed that two kits were purchased. Our support team explained that you had submitted only one set of impressions, not two. That said, we emailed a second prepaid shipping you as an email attachment. Apparently, **** flagged your package once it had reached the shipping carrier's agent in ************* facility because you had failed to use the shipping label properly. Specifically, you were to use the brown shipping mailer box that is included in impression kit. Instead, you used a significantly larger mailer envelope that exceeded the allowance of the prepaid shipping label, thereby incurring a "short-paid adjustment" charge of $5.09 and a "**** Audit Fee" of $1 (see attached image). We immediately notified you of the situation upon receiving this information and provided a link so you could pay the $6 release fee. But, instead of complying, your response was that what we reported to you was "inaccurate" and that you had shipped your first set of impressions the same way -- implying that, since you were able to improperly ship the first time, there should not have been a problem with improperly shipping again. To clarify, **** performs random audits to ensure that shipping labels are being properly used. Unfortunately, your second attempt was unsuccessful and it is why there is a $6 release fee. 

  
  Thank you. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to this company by sending about 30 emails with my name, address and receipt of purchase. They are supposed to provide a prepaid shipping label to send in dental molds for a night guard. They have not replied at all. They do not have a phone number to reach them. Is this business real?

  Customer response

  03/07/2024

  CVS receipt

  Business response

  03/08/2024

  Hello. After careful consideration, we felt that this customer should return the product to CVS for a refund and seek product/services with another brand, as we are unable to meet her expectations. Therefore, the support ticket has been closed and we will not consider any further inquiries by this customer. Thank you. 

  Customer response

  03/08/2024

   
  Complaint: 21398777
  
  I am rejecting this response because: it makes no sense. The product requires molds taken of teeth to send to the business and they send back night guards. **** asks that you reach out for a prepaid label to send in the molds. They have never provided this prepaid label, CVS will not take back this product. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 23 2022, I purchased the **** Custom Night Guard at my local ********* and mailed the impressions to them 3 days later to be processed. As of today, June 7 2022 I have not received my mouth guards. When I contacted them and asked them about my custom mouth guards, they blamed their incompetence on me (see Below) calling me a variety of names and making excuses. I am amazed this company is even in business; it must be a fraudulent company taking people's money and rarely sending out what was ordered. I would like my money back from these fraudsters.Here is the most unbelievably poor response from a company in the history of the world:"My name is ****** -- Director of Operations at Otis Dental. Your case was brought to my attention, and upon reviewing the emails, I'd like to clarify the situation since it seems that you're having a hard time understanding:The impression kit that you purchased on sale for $38 has a warning label that clearly states what was mentioned to you in the previous email. It is because of these reasons that we've instructed customers to contact us for a new **** shipping label -- provided free of charge. Instead if complying, you chose to use the prepaid mailer that was included in the kit, so we're all quite baffled as to how you think it's fair to blame us for your mistake. What's just as baffling, and ridiculous, really, is that you would also use the fulfillment practices of **** and Amazon to defame us, when we've shown you evidence via shipping carrier's tracking history -- it literally shows timeline details of your package being significantly delayed, not because of us, but through the shipping carrier. Moreover, the truth of the matter is that you carry no business acumen to make such claims on behalf of either company. What really doesn't make sense is for you to ask if we have any record of processing your order when we've never received any order and/or package/s in your name -- we never

  Business response

  06/08/2022

  Hello, ************ -

  With all due respect, your account of what transpired is untrue. You first reached out to us on June 7th with the following message:

  "I sent Otis Dental my impressions for mouth guards over 2 months ago and haven't received the finished product back yet. Can someone check to see what is taking so long? I'm starting to wonder if this company/product is fraudulent?"

  We immediately responded within 30 minutes:

  "Hello, ***** -- We're happy to help. Please provide a copy of your purchase receipt and your full shipping address. Once this information is provided, we'll do our best to resolve the matter. Thank you."

  Providing us with both pieces of information, we responded with the following message and tracking history provided by the shipping carrier:

  "Hello, ***** --
  
  
  We were able to identify one package that departed from the ** area, but its origin of departure is ************** and not ****************** (see tracking history below). Shipping carriers have reported significant delays due to the ***** surges and unstable weather conditions, and may explain the tracking history of your package. Unfortunately, we have no control over shipping carrier operations and can only suggest the option to start over by making a new set of teeth impressions. If you'd prefer to do so, you can click here to order a mini kit and we'll use **** First Class shipping labels to ensure a timely delivery. 
  
  
  
  Thank you. 
  
  
  Tuesday, May 31, 2022
  
  3:47 PM ************** In transit
  3:25 AM ************** Departed location
  
  Saturday, May 28, 2022
  
  5:52 PM **********, ** Arrived at location
  1:45 AM ***** SMARTPOST **********, ** Departed location
  
  Friday, May 20, 2022
  
  7:31 PM ***** SMARTPOST **********, ** Arrived at location
  11:10 AM **********, ** In transit
  
  Thursday, May 19, 2022
  
  11:10 PM ************** In transit
  10:46 AM ************** Departed location
  7:05 AM SACRAMENTO, ** Arrived at location
  
  Wednesday, May 18, 2022
  
  5:20 PM ************, ** In transit
  6:10 AM ***************, ** Departed location
  
  Tuesday, May 17, 2022
  
  10:37 PM ***************, ** Arrived at location
  7:06 PM **************, ** Left origin facility
  
  Monday, May 16, 2022
  
  12:19 PM **************, ** Arrived at location
  
  Thursday, May 5, 2022
  
  5:26 PM ********* **************, ** Arrived at location
  
  Sunday, May 1, 2022
  
  6:24 AM ************** DISTRIBUTION CEN At **** ************** facility In transit to shipper/merchant
  
  Friday, April 29, 2022
  
  3:49 PM ************** DISTRIBUTION CEN At **** ************** facility In transit to shipper/merchant
  
  Tuesday, April 26, 2022
  
  9:12 AM **************, ** At **** ************** facility Processed by U.S. ************** - In transit to shipper/merchant
  9:11 AM **************, ** At **** ************** facility Accepted by U.S. **************"

  From this point on, you addressed us in a hostile manner with the following message:

  "I sent my package from work, which is in **************. I bought the **** kit on 4/23 so most likely sent them on 4/26 from **************.  I order items on Amazon and **** all the time, there are not significant delays of the mail.  I'm not paying an additional $10 because you lost my impressions. You should be using 1st class mail to send these items to your customers anyway. Do you even have a record of processing my order?  What kind of operation is this?  If I don't get some answers I'm reporting **** to the BBB, consumer protection in ** and ****, making a complaint to ********** **** needs to resolve this or refund me my money."

   

  It was because of this message that our DO, ******, took over and addressed the situation with the following message:

  "*****,
  
  
  My name is ****** -- Director of Operations at Otis Dental. Your case was brought to my attention, and upon reviewing the emails, I'd like to clarify the situation since it seems that you're having a hard time understanding:
  
  
  The impression kit that you purchased on sale for $38 has a warning label that clearly states what was mentioned to you in the previous email. It is because of these reasons that we've instructed customers to contact us for a new **** shipping label -- provided free of charge. Instead if complying, you chose to use the prepaid mailer that was included in the kit, so we're all quite baffled as to how you think it's fair to blame us for your mistake. What's just as baffling, and ridiculous, really, is that you would also use the fulfillment practices of **** and Amazon to defame us, when we've shown you evidence via shipping carrier's tracking history -- it literally shows timeline details of your package being significantly delayed, not because of us, but through the shipping carrier. Moreover, the truth of the matter is that you carry no business acumen to make such claims on behalf of either company. What really doesn't make sense is for you to ask if we have any record of processing your order when we've never received any order and/or package/s in your name -- we never knew you even existed, until receiving your email today?
  
  
  *****, we're a team of hard working licensed dental professionals and military vets -- doing the best that we can to provide a quality product and service for our customers. For you to make false accusations, illogically assume, and now, threaten us in such a manner--when all we've done is respond to you in the most respectful, timely and transparent manner--is deplorable. At this point, you are no longer eligible for **** products and services. If/when your package arrives, it will be immediately sent back to the address provided -- you can take that back to the retailer for a credit/refund."

   

  Per ******** message, we offered to send the package back to you if/when it arrives. In doing so, you would be able to return the product to the retailer for a credit/refund. Instead, you chose to send us this childish message:

   

  "Dearest ******;
  
  
  My name is *****, who was nice enough to purchase your garbage product from your fraudulent company.  I'd like to clarify the situation since it seems that you're having a hard time understanding;
  
  
  It is your trash company that provided a pre-paid envelope to send the impressions back to you for processing.  Your little package tracking excuse is beyond absurd; please man-up and stop blaming the fine men and women at the **** or the always go-to excuse for incompetent imbeciles like yourself;  *****.  The dog, I mean the postman, didn't eat your homework. When one purchases a product from your sham company and sends their impressions back to you in an envelope you provided! the customer's responsibility has ended. It is your responsibility ******, to accept the order, enter it into your system (if you even have a computer on-site) and provide an email to the customer that they have said product and an eta for their product to be shipped.  I guess they didn't teach that to you in your GED online classes.
  
  
  Because you are operating a scam I have written extremely wonderful reviews of your fake company on *********, Target, ****, BBB, etc..  I have also filed claims with the BBB, **** ********** of ******** Protection as well as the California ********** of ******** Affairs.  I will be calling ********* Corporate Offices tomorrow morning.
  
  
  You see ******, I am a hard working professional -- doing my best to provide you with the opportunity to make things right. For you to make false accusations, illogically assume, and now, threaten me in such a manner--when all I've done is respond to you in the most respectful, timely and transparent manner--is beyond deplorable. At this point, you are no longer eligible for me to take back my promise to let everyone know you and your company are a bunch of scammers. Since my package has already arrived, and it hasn't been processed by your company full of stooges, don't bother sending it back to the address provided -- you can just take it and shove it up your ***. 
  
  
  Good Luck ******!"

  
  Per your message, you clearly stated "don't bother sending it back to the address provided -- you can take it and shove it up your ***." But now, you're reporting false information to the BBB with a claim that we had done something wrong and/or treated you poorly, when it has been the opposite. 

   

  Customer response

  06/09/2022

   
  Complaint: 17332473
  
  I am rejecting this response because:

  Otis Dental has a faulty product and awful customer service. They appear to be running a scam on unsuspecting customer like myself.  I purchased their product in good faith only to have them lose my order.  Instead of a company with integrity and values, they are one who blames everyone and everything for their shortcomings when in fact, they are the ones who are deceitful and incompetent.  When I notified them that I hadn't received my order, they wanted me to pay an additional $10 to make my order correct. When I refused, they blamed me for not following directions even though I followed all of their directions, then they blamed the **** even though I have received hundreds of packages within 4 days over the last year using the ****, then they blamed COVID which is a great excuse for poorly run companies.  This is a company run by scammers and hacks.  They even sent me a tracking sheet that appears to be fraudulent as well.  And if they have this tracking information then they have my order so they lied and said they didn't have my order.  They don't have the professionalism nor business ethics to admit when they are wrong and make the customer whole.  As you can see from their email to me from their Director of Operations, their only solution is to blame the customer or anyone else they can blame to avoid responsibility for their ineptness and poor service.  They have yet to come up with a solution to their poor performance instead calling me, the dissatisfied customer who never received the product I paid for, as hostile and harassing.  Calling your customers names who have called you out on your poor business practices is another attempt at distracting from the real issue at hand; Otis Dental won't admit their mistakes and refuse to make their customers whole when they have failed to provide them with the goods and services that they, the customer has already paid for.  ********************** need to refund me the $40.74 for the product and service I NEVER received from them.  

  
  
  Sincerely,
  
  *******************

  Business response

  06/09/2022

  *****,

  The delayed prepaid shipping mailer has a ***** ************ label -- one that is processed in collaboration between **** and ***** for business packages. This particular shipping service allows customers the convenience to drop off their packages at any *****, **** mailbox and/or **** post office. If customers drop off the package at a **** mailbox or post office, **** will process and immediately transfer the package to ***** for further processing and delivery to its final destination. When we first became aware of the shipping delays, we immediately contacted the shipping carrier to understand why this was happening and figure out a solution. Unfortunately, all they could tell us was that it was due to COVID and unstable weather conditions, and that they would do their best to deliver the packages as soon as possible. Because of *****'s unwillingness to take urgency in the matter, we asked ********* to help us affix warning labels that were clearly visible to customers -- informing them of the situation and to contact us for a free replacement shipping label that would provide a timely experience. We had even gone as far as to redesign our impression kit packaging that no longer includes ***** Smart Post shipping labels, but now, has printed instructions for our customers to contact us directly for a **** shipping label. The impression kit that you purchased was an older design that had the ***** Smart Post label, and it is why the particular ********* location that you purchased it from had sold the older designed impression kit on sale for only $38 (regular price: $100) -- providing this $60 discount to compensate for the change in shipping process for customers who purchased the older design kits. 

  I hope this provides a better understanding of the situation. Instead of waiting for the impressions to arrive, what we can do is send you an unused impression kit, so you can take that back to ********* for a refund. This way, neither side has to wait for ***** to figure out what happened to your package and we can both move on from this unfortunate experience. If this works for you, please let us know and we'll have it shipped to the address provided in your previous emails. 

  Thank you. 

  Business response

  06/09/2022

  Case #********
  **** Support <*********************>

  
  Hello, ***** --
  
  Per our conversation, we'll be sending ************ a new impression kit. Once the kit is in his possession, ************ can return the product back to ********* for a credit/refund. I've provided the **** tracking link, as reference:
  
  https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9400111202540519204356%2C
  
  Thank you. 
  
  --
  
  
  
  **** Support
  
  hellootis.com
  

  
  

  Customer response

  06/10/2022

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 18, 2021, I purchased an **** Mail Order teeth impressions kit from my local ********* for $24.99 + tax. On January 28, 2022, I sent the prepaid envelope with my **** teeth impressions. On February 11, 2022, I reached out to the company over the phone to check the status of my order. The customer support team was unable to locate the product. On February 15, 2022, I emailed the **** customer support team. I was asked to provide a receipt for the purchase of the product. That same day, I submitted the receipt and was told that a new product would be sent to me. Later that day, I received an email stating that since the product was purchased a year ago, it is expired and void. They also stated in the email that they will not be able to send a replacement. On February 16, I responded and told them that I was disappointed since there was no disclaimer on the packaging about the time sensitivity of this product. The company then stated that they are not required to put any such disclaimers on their products/packaging. When I purchased this product, there was no evidence on the product packaging (outside or inside) to state that the product would expire within a certain time frame. I believe that the consumer has the right to know if and/or when the product will expire and no longer be accepted by the company. The company told me that it is up to the common sense of the customer, to know that this product will not be accepted by the company if it has been too long. I dont believe that the average customer would instinctively know that the putty, that was included in the kit, was perishable and would be able to gauge the appropriate acceptable time frame for which this product would expire. The company failed to clearly and honestly communicate the expiration date and when the company would no longer accept the mail-in product.

  Business response

  02/17/2022

  Hello, 

   

  What the customer reported is true, except for the fact that we do notify complainant of product expiration. Each of our kits has an expiration sticker that also seals the product packaging to prevent tampering (see images). Moreover, we've thoroughly checked with shipping carriers, and there is no record of any such package having been shipped out from this point of origin and/or under this name. The complainant  only provided a general purchase receipt from ********* and claims to have finally used the kit on 1/28/22. But you'll see that it's dated a year ago and the complainant hasn't provided any other proof to show that this purchase hasn't already been fulfilled. For all we know, this could be the receipt to a kit that we've already fulfilled by the complainant's friend, family member, or perhaps she just found if somewhere and is trying to get a free product from us. We have nothing to go by, other than this receipt that has none of the complainant's information, and it's for these reasons why we are unable to proceed. If we, or any company for that matter, just accepted a random receipt from anyone claiming the same limited information, companies would go out of business for giving away free products without proper due diligence. 

  Customer response

  02/22/2022

   
  Complaint: 16774565
  
  I am rejecting this response because:

  The company has not addressed my concerns and has made wrongful assumptions. The response has not taken responsibility to be to fair to the customer. I was told that all that was needed to acquire a replacement was a receipt. I provided the receipt and the offer was recesinded after they considered the time frame of when the product was purchased. I do not believe that just because a product was purchased 11 months ago, the product should be automatically rejected by the company with no efforts to help the customer.
  
  Sincerely,
  
  *******************

  Business response

  03/09/2022

  Hello,

  As stated in our previous response: the receipt is dated from over a year ago, and we have no other information, nor have we yet received any package to show that this is a authentic purchase. It true that we stated that we are not required to print any disclaimer on our packaging that relates to this situation. But, this is due to the simple fact that we have expiration stickers on all of our kits that, like any other expiring product provided by any other company, provides clear warning that our product needs to be used by that date (evidence shown in our previous response).

  That said, we noticed that the receipt shows that the purchase made by **** credit card. If the claimant can provide just a line-item snapshot of her credit card statement that only shows the date, retailer, and amount paid for this item, this is more that enough evidence to show that the purchase was made by the claimant and we will be more than happy to fulfill this order. In fact, the package containing her teeth impressions has still not arrived. So, if the claimant can provide this evidence from her credit card statement, we will collect her shipping information and send her an impression kit, free of charge, so the claimant can make new teeth impressions and use a prepaid mailer that hasn't expired. But, if the claimant is not willing to meet us half way with, at least, this request, there is nothing more that we can do.

  Customer response

  03/21/2022

  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.
  
  Sincerely, 
  
  *******************

  * Please see attached photo of the **** credit card statement for additional proof of purchase. 

  Mailing Address:

  10661 ***************************************************************************************

  Customer response

  03/31/2022

  I accepted your companys offer 10 days ago, on March 21, 2022. Through the BBB email, I provided the image of the **** statement that was requested in order to send a replacement impression kit. Furthermore, the mailing address was provided on that same email. I have not yet received an impression kit nor any type of correspondence from your company verifying that the product would be or has been sent. 
  
  10661 *****************; ****************, ** 80130

  
  

  Business response

  03/31/2022

  Hello, 

  Please re-read our response to you, date back on March 9th. It clearly stated the following:

  Hello,

  
  "As stated in our previous response: the receipt is dated from over a year ago, and we have no other information, nor have we yet received any package to show that this is a authentic purchase. It true that we stated that we are not required to print any disclaimer on our packaging that relates to this situation. But, this is due to the simple fact that we have expiration stickers on all of our kits that, like any other expiring product provided by any other company, provides clear warning that our product needs to be used by that date (evidence shown in our previous response).

  
  That said, we noticed that the receipt shows that the purchase made by **** credit card. If the claimant can provide just a line-item snapshot of her credit card statement that only shows the date, retailer, and amount paid for this item, this is more that enough evidence to show that the purchase was made by the claimant and we will be more than happy to fulfill this order. In fact, the package containing her teeth impressions has still not arrived. So, if the claimant can provide this evidence from her credit card statement, we will collect her shipping information and send her an impression kit, free of charge, so the claimant can make new teeth impressions and use a prepaid mailer that hasn't expired. But, if the claimant is not willing to meet us half way with, at least, this request, there is nothing more that we can do."

  What you've attached is a copy of general receipt dated back in Feb of 2021 and not a copy of your **** credit card statement. Please follow the instructions and provide the information needed for us to verify that the ********* receipt matches the charge to the **** Credit Card Statement in your name. Once this is verified, we will be more than happy to proceed in fulfilling this order.

  Thank you. 

   

   

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a mouth guard as an alternative to the exuberant option at my dentists office and chose **** because it was the most expensive of the *** options. I was hoping this would be a good balance between quality and price. Im suffering with really bad TMJ and was told this is one solution for the problem so I was willing to spend $107 with the hope that this would be a remedy. I went ahead and purchased the item, did the in home impressions and then shipped the prepaid envelope with the contents requested. A month passed before I started trying to contact the company. I was understandably wondering about what happened with the item. I thought it had gotten lost and I was inquiring about what options there were (finding it, a refund, etc). When I finally found a contact (through Instagram) I emailed them with all of the above details. I have since been told that I would need to spend an extra $10 to have them ship the item to me. A patient customer thats been dealing with excruciating pain is being told that theyre going to sit on the item. This is the result of me proactively reaching out asking them to look into what was taking so long?I sent them information from their own website which states nothing more needs to be done to get the item. I did my part and now waiting on them to do theirs. They have since ignored my emails and havent returned a phone call.

  Business response

  01/19/2022

  I would like to start by reporting that our retailer partners have been experiencing significant in-store thefts, with many of the stolen products being resold on unauthorized platforms (i.e., ***** for nominal cash value. To mitigate this situation, we have been working with retail partners to verify purchases through customer purchase receipts. That said, I would like to share a summary of what transpired, with the full email correspondence attached, as reference: 

  
  Per full email correspondence attached, you'll learn the truth of what actually occurred and find that the claimant's submission of partial email sections was to only support his false narrative of the situation. The claimant had initially contacted us on Dec 29, 2021, asking for assistance locating his "kit" that was supposedly purchased from ********** and concluding to demand that he also wanted a "refund". This made no sense to us,mainly because we had no record of any order under *************************. You will see that, within minutes, we responded immediately that we received no package (i.e. teeth impressions) under his name, nor had we any record of such order. Regardless, we offered to resolve the situation by asking for his shipping information and would try to locate the package, followed by proceeding in the next steps of verifying the order. The claimant provided his shipping address (based in *******, **), and the only package that we could identify being closest to his location was one coming in from *******, **. From there on,you'll find that the claimant dismissed our efforts and stated that he was now "frustrated" and expressed this anger by "preferring" to have the "item". We responded by trying to calm the claimant down and reminding him of what's going on in the world (e.g., COVID, severe weather conditions, and the holiday delivery rush) that would cause these delays, and that we would do our best to help him. We, then, asked if he could provide a proof of purchase so we could continue with verifying his purchase through ********** We even suggested that he contact the ********* location and request of copy of the receipt if he no longer had the original. He responded within 15 minutes and stated, "I actually did and they found it and printed it out.I'm going to pick it up tomorrow", to which, we replied with the request to send that over to us for verification, while continuing to monitor the package's delivery route.

  
  A couple of days had passed, and it was now January 1st, 2022. We had not received the claimant's proof of purchase that was supposed printed out for him by ********** On that day, we had also received teeth impressions under his name, but we still needed a proof of purchase to verify that the product was purchased from an authorized retailer. When asking the claimant for the supposed printed receipt copy, he completely ignored the request and aggressively asked why we need the proof of purchased, followed by demanding that we send him what he paid for. We reminded him what he had stated in the previous email, that he was able to obtain a copy of the receipt from ********* but continued to ignore this and tried to change his story by stating that copy of the receipt was pertaining to a refund. At this point, it was clear that the customer did not truly purchase the product from ********** The claimant continued his pursuit in harassing us and claimed that we were holding his teeth impressions hostage. We replied that would be more than happy to send back his teeth impressions, but it would require a $10 shipping and handling fee. He was upset with this, and you can tell from the rest of the correspondence that we had no other choice, but to discontinue communication with the claimant since he refused to comply with any of our requirements of proof of purchase and/or $10 shipping/handling fee.

   

  Customer response

  01/20/2022

   
  Complaint: 16477960
  
  I am rejecting this response because: I did purchase the item from ********* for $107 as I showed them. The only reason I was planning on going to get my receipt was for a refund. There is no need to prove I purchased something just because it has happened in the past. Are they doing this for every customer? I followed the instructions from payment to doing the impressions to shipping. They have yet to do their part which is return the impressions. 

  
  

  Never is there a reason to pay additional money on top of it taking a exuberant amount of time. I need not be reminded about a global pandemic but thanks for the helpful reminder. What I do need is the item I paid for to reduce the incredible amount of pain Im in. I have two kids under two and going out of my way to get a copy of a receipt when that isnt part of the process makes no sense. I was only going to do that to recover payment which I decided against doing. Why would I be trying to scam someone when I sent the impressions of my own teeth and simply trying to get the actual mouth guard back? 

  
  

  I accept nothing other than my item to be returned and an apology for how they handled this and then ignored my communication because they suspected it was fraud for no rational reason whatsoever. 
  
  Sincerely,
  
  *******

  Business response

  01/20/2022

  Please provide BBB with a copy of the purchase receipt. Once received and verified with ********** we will gladly waive the $10 fee and ship your teeth impressions back to your desired return address. Thank you.

  Customer response

  01/20/2022

  Im out of town and wont be able to get a copy of the receipt until I return. They have received my product and have all of my information and there is no requirement for a proof of purchase. 
  

  They ask consumers to:

  Purchase it (done)

  Take impressions (done)

  send impressions (done)

  have them sent back to consumer (waiting on them)

   

  nowhere does it ask for an extra $10 for shipping not does it require a prof of purchase. 
  

  why do you need that? 

  Business response

  01/27/2022

  Hello,

  As instructed in previous responses by Otis Dental and the BBB, please provide a proof of purchase so we can verify the order and proceed. If you cannot provide a proof of purchase, we are more than happy to waive the $10 shipping/handling fee to send your teeth impressions back to you, so you can return the contents back to where it was purchased and request a refund.  
  

  Please let us know how you would like to proceed.

  Thank you.

  Business response

  03/15/2022

  Hello, ******* --

   

  I'm the founder at Otis Dental. Please provide your full shipping address via this BBB portal so we can have this recorded as a resolution and send you another impression kit. Once we receive your teeth impressions, we'll have your custom night guard expedited and shipped out that same day. 

   

  Thank you. 

  Customer response

  03/16/2022

  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. I would like to know why I was ignored by the company when I reached out and provided the same exact information that the BBB provided on my behalf  
  

  My address is *********************************************************** 30075 
  
  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. ↩