ComplaintsforJo's Denture Lab

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of dentures through this individuals online service in July 6 2021 I ordered the the "rush my service" for an additional fee ($250) it should have taken at most 2 months according to the companies site with this additional fee. It has now been a year and after waiting a month after sending back the second set of ill fitting wax try ins and not hearing back from him at all I requested a full refund which he agreed to. The total amount being $2275.00 This whole process has taken too long and he had next to zero communication with me during the year its been since I placed my order and listened to none of my concerns. After speaking with him through ******** messenger yesterday he begged me not to ask for the refund and claimed he had no control over his ******** page nor his website during the previous year and that he had gotten rid of the individual who had control of those pages and also stated that he does not currently have any control or access to his own business web site which seems strange to me and puts all his customers personal info financial and otherwise in someone else's hands. He agreed to give me a refund then today I receive a set of completed dentures in the mail with a note stating that this is my "final process" and these are my completed dentures. They do not fit at all, it is ridiculous, my lips are an inch or more apart and I can not close my mouth at all with them in. I will attach screenshots of him agreeing to give me the refund as well as photos of the ill fitting dentures he ended up sending me. He is also now ignoring me on messenger.I would like to receive the full refund he agreed to give me yesterday in our communication. I think its underhanded for him to agree to that then try to send me a "final" product that does not even fit me correctly and keeping my money. I thank you in advance for any help you can give me in this matter.

  

  Business response

  08/07/2022

  As you may know, Paypal has already rejected your request for a refund due to their 180 days return policy. Jos Denture Lab, along with most other businesses have this policy or similar in effect. I have tried to work and communicate with you to resolve this issue,even offering you how much you paid of store credit as a kind courtesy, which the offer still stands if you'd like to complete your steps. I will not be issuing a refund due to the policy. If any emails went unnoticed, I apologize as they may have gone to a junk folder, but I encourage you to reach out to me how you originally did (and my preferred method) which is through ******** messenger.  so we continue to work on you case.

  Customer response

  08/08/2022

   
  Complaint: 17634524
  
  I am rejecting this response because: He promised to refund me already then went and took that back and instead sent me dentures that will not fit me at all. It is under handed of this business to do both of these things. He also stopped any communication with me so there is no cooperation with me at all anymore. If the refund he promised me isn't given my next step is to take him to court and *** for what he already in writing agreed to refund me. 

  He did not honor his businesses own policies and took 10+ months longer than it should have to provide me with a real workable product. I just want the refund he already promised me.
  
  Sincerely,
  
  ***************************************

  

  Business response

  08/15/2022

  The point of my business is to provide people with the supplies they need to help with the process of making a denture. There are steps that need to be followed of sending the denture back  and forth during each phase. The customer needs to be responsible and send the denture back for a adjustment  if something is wrong. I fix any issues if the denture isn't a perfect fit, and that's a common thing that happens in Dental offices too, adjustments are a normal part of this. 
  I tried my best to work with this customer, begged and pleaded with her to send back the product she was unhappy with for me to fix it, but she  kept it to long I even offered store credit, to start the whole process over. For her to demand a refund more than a YEAR after she failed to send back the product she was unhappy with so I could fix it, is absurd! Every company has some type of return/refund policy in place, mine happens to be 180 days, which is generous. 
  Bottom line: It's been over a year since she failed to complete the steps and now she's demanding a refund. I have been more then generous to offer store credit if she would like to try again and follow the steps correctly, this time.
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an upper denture plate for the amount of $690.00 from **** Denture Lab on February 20, 2021. Over the course of 7 months, I was sent numerous unworkable materials, no instructions, someone else's teeth by mistake, and excuses. On September 21, 2021, I requested a refund due to **** Dentures not delivering the services that they advertise they do and that I paid for. ***************************/**** Dentures agreed to the refund and asked that I give him 20 business days. I agreed.On October 15, 2021, I contacted again because I did not receive the refund. ***** said that he had a death in the family. I agreed to give ***** 10 more days.October 26, 2021, I contacted ***** because I had still not received refund. No response October 29, 2021. I contacted ***** again because I still had not received refund. His exact response was "sorry I'm trying to make the money. I let you know. ** for being patient"November 2, 2021. I contacted ***** again because I still had not received the refund. In this message I stated that I was giving him a final date of November 16, 2021 to refund the entire amount of $690.00.A demand letter was sent out on May 2, 2022 by **** with a signature confirmation to ensure delivery with a final date of June 13, 2022 to make the complete refund payment or matters will go into the court system. The letter was confirmed delivery by signature.I have heard nothing from ***********************/**** Dentures. I would like to request a full refund of $690.00 paid by check. I have many more photos of proof of conversations that took place between **************** and myself if needed.

  

  Business response

  07/14/2022

  Our intention is to create your best smile possible while having good communication flow. Whatever happened a year ago may have been a misunderstanding or miscommunication due to work overload and having an assistant handle the logistics for me, and if that's the case, I apologize. I think if we work together we can start over and make you the smile you deserve. 

  Customer response

  07/15/2022

   
  Complaint: 17463830
  
  I am rejecting this response because: I am requesting a refund for the full amount of $690.00 as you already agreed to do. I do not want to waste my time for another year trying the **************** again. Everything about my experience with you was unacceptable. Please refund the total amount.  
  
  Sincerely,
  
  *******************@ *******

  

  Business response

  08/03/2022

  I would like to work with you and give you that beautiful smile that you want. At this time a complete refund is not an option since I was not aware of things that were happening. Since I have sent you all the materials that you will need to complete them I would be willing to do a partial refund the cost of my materials. Are not free. 

  Customer response

  08/04/2022

   
  Complaint: 17463830
  
  I am rejecting this response because: This is not acceptable. You were/are completely aware of everything that took place and I have the text messages to prove it. You were the one communicating with me all along. There was only one message from your assistant, the rest were from you. The message stating that you agreed to a full refund is from you. You already agreed to a full refund but have not done it. I do not understand why you are doing this. You took my money and did not complete anything. The process, time and materials were/are unacceptable. This is bad business. You have already agreed to a full refund per your text messages and I would like you to follow thru with it. I do not wish to give you a 4th chance, we have already tried that multiple times. Please refund the full amount of $690.00. Thank you. I have a full record of all conversations that took place between you and I and I can provide them if needed. 
  
  Sincerely,
  
  *******************@ *******

  Customer response

  08/04/2022

  Complaint: 17463830
  
  I am rejecting this response because: This is not acceptable. You were/are completely aware of everything that took place and I have the text messages to prove it. You were the one communicating with me all along. There was only one message from your assistant, the rest were from you. The message stating that you agreed to a full refund is from you. You already agreed to a full refund but have not done it. I do not understand why you are doing this. You took my money and did not complete anything. The process, time and materials were/are unacceptable. This is bad business. You have already agreed to a full refund per your text messages and I would like you to follow thru with it. I do not wish to give you a 4th chance, we have already tried that multiple times. Please refund the full amount of $690.00. Thank you. I have a full record of all conversations that took place between you and I and I can provide them if needed. 
  
  Sincerely,
  
  *******************@ *******

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a set of dentures from **** Denture Lab in July 2020. The company was running a special, $299 for a full set. Unfortunately, when my oral surgeon attempted to put the dentures in my mouth after my extractions in July 2021, he said that not only did they not fit, but they looked like they weren't even made for me. When I contacted the owner of ****, ***********************, he offered to make a new set for me. He told me during our exchange that he would make them and have them sent to me within two weeks. Unfortunately, there were so many delays and ill-fitting try-ins that I did not receive my new set until late October 2021. This was after several ******** Messenger exchanges during which he was extremely rude and dismissive. The final dentures that I received in late October still did not fit.When I contacted him about this, he would not offer a resolution and went on to state that he'd made me a more expensive pair of dentures and that I should be grateful. He added that I should find a dentist to make adjustments to them until they fit. It is common knowledge within the dental community that most dentists will not work on dentures that did not come from their practice. A more expensive, higher-quality set of dentures does me no good if I cannot wear them.

  

  Business response

  11/29/2021

  In May 2020 I was running a special on a full set of basic dentures for $299 with no wax try ins. 
  
  On 5/20 *********************** reached out to me to make her a set which was going to be used with extractions which was going to be temp dentures. 
  She did not use the dentures for a year because needing to find a dentist to do extractions. Because they're was a year in-between getting temps to extractions so much has changed already in the gums and ridges which would make them not fit anymore like they would've if gotten the extractions within a short period after having then made. 
  
  11/21 she reached back out to me and we discussed everything. Because they did not fit, I went ahead and told her I would make her a whole new set for free with no wax tey-ins. Not only did I do her new set for free I also did not charge for my time, all the shipping, or materials which was premium set my most expensive set with the best teeth on the market cost $1800. I ended up having to send out new impressions kit, we did 4 wax try-ins as well. 
  
  Having to redo any step adds more time onto the whole process not to mention the time it takes to be shipped back and forth. I put so much into trying to have her as a satisfied customer. Even doing everything for free, upgraded her set, to help and hoped that would fix the issues. 
  
  I did this all out of the goodness of my heart, I try to help people by giving them their smile and confidence back after ******* some or all of their teeth. No-one wants to be without teeth for any time.   
  
  Thank you for your time if you have any questions please feel free to contact me.  
  
  Sincerely Jos Denture Lab 

  Customer response

  12/03/2021

   
  Complaint: 16148685
  
  I am rejecting this response because:
  

  The first set of dentures that ***** made for me was not well-made. Compared to every other picture of dentures shown on his website and in his videos, these looked small, thin, and were missing the standard indentation in the center of the top denture. I am including a photo of them. I am aware that the span of time between the time I received my dentures and the time that I found an oral surgeon who would accept ******** and perform my extractions was longer than is optimal. However, ******************** of ***************** in ******** ** stated that they looked as if they were made for someone with a far smaller mouth than mine. He explained to me that any changes in my mouth over the course of that year could not adequately explain the glaring lack of fit.

  
  As I stated in my initial complaint, on July 6, 2021, ***** said that he could provide the new and correctly made set of dentures within a two-week timeframe. He insisted on making a wax try-in. I immediately pointed out that I had received my dentures through the $299 special which did not include the wax try-in. He said that he wanted to get it right and that this was the best way to do so. Many weeks passed between the various steps in the mail-order process.His claim that we did four wax try-ins is simply false. We did two. He mailed the first set to the wrong address only to have them not fit anyway once I tracked them down. Thus, a second set was (finally) made.
  I was very hesitant to complain or to demand anything unreasonable from him as I was aware that he also worked a full-time job. However,he ignored so many of my messages and was rude and dismissive so frequently that I finally had to contact his ******** group administrator. By this time, I made it clear that I expected to receive the same respect as any paying customer. I had assumed that this was a given for any business owner until dealing with *****. Nearly four months passed before I finally received the finished set and those did not fit either. I missed a job opportunity that was very important to me because of this nightmare. There was no possible way that I could accept a position in which I would work face-to-face with the public when I had no teeth. I was clear with him about that timeline and although he reassured me in the beginning that he would not cause me to miss the deadline,as time went on it became abundantly clear that this was not important to him at all.

  
  His claim that he donated his time makes no sense to me. Isnt this a part of the service required to make the dentures that I paid for? Additionally, the idea that he made me a higher quality denture is certainly appreciated, but I did not ask for this. And ultimately this does me no good if I cannot wear them.
  Sincerely,
  
  ***********************

  

  Business response

  01/10/2022

  I am responding again to *********************** BBB complaint.

  The first set of dentures I made for her was only the temp dentures used for after she had gotten all her teeth pulled out by a dentist!! She waited over a whole year to use the temp denture set that I had made for her. She can not compare them to other Pictures of dentures i:ve made Due to the fact most are perm sets of dentures not temps as well as those where for other people they fit only the person theyre made for! Temp dentures do not always have the indention she is speaking considering the fact that they are just that temps and the dentist will make so many adjustments to them before the person is done using them before needing theyre perm set! If the temps didnt fit 100% then the dentist could make any adjustments needed.

  Now when it comes to making her perm set again out of my of my pocket, time, and resources of course time is any issue when having added wax try-ins. She knew that there would be a time difference considering it takes time just to ship products back and forth.  Not to mention the amount of wax try-ins we did. I wanted her to be happy she wasnt happy so I took that into consideration when making the perm set of dentures for her.

  I mailed the wax try-ins to the address provided on July 6^th 2021 at ****** **

  On August 8^th 2021 She had wrote me to tell me the package I sent to her got to Milan ** Saturday at 4:41 pm and dropped off the Grid (her words) On august 9^th the bite blocks finally got to her. Even thou the package got sent to her other address she mentioned her mom could drive her 3 hours to get it and had no issues with that. Said she doesnt mind driving up there to get the package. And was happy to do so .

  I am the only business owner of my company, I work two full time jobs and have a lot of customers that I deal with daily and all day long from the am way into the long nights most of the time. I am a honest person and business owner I explained to her everything that needed to be done and what was going to happen. ****** was getting rude with me and demanding.

  When it comes to her job one time it got delayed due to covid not my fault! Second time we were still working with what she didnt like about the wax try-ins.. She knew it was going to take some time being a mail order service and knew what she was signing up for from day one. I tried my best to make her happy. I am not as business to rip off people by taking their money nor by giving them messed up dentures. I do everything possible to fix mistakes.

   

  I did donate my time, resources when it came to making a whole new set of dentures from start to finish when she only paid $299 for temp set of dentures not the remakes I made from scratch for her so yes thats my time and resources that werent paid for because I did it for free to make her satisfied and she was not no matter what I did!

   

  Thank you Sincerely

  Josdenturelab

  Customer response

  01/20/2022

   
  Complaint: 16148685
  
  I am rejecting this response because:

  I am going to explain this to *********************** of *** Dentures one more time. Yes, I did have to wait a year for my extractions because I am on ******** and couldnt find an oral surgeon who would accept it. However, my oral surgeon said that it was clear that this temporary set of dentures was not even made for my mouth. Of course, there will be some changes in anyones mouth over the course of one year, but I still had several teeth in my mouth and did not lose any more during the course that year, so the changes were minimal. Not to mention, the width of my mouth and the width of the denture were so drastically different that it would not have mattered if I had used them immediately after they were made. They would have never fit. This was according to the oral surgeon who removed my teeth.
  Yes, there was one incident of delay on my end in getting my wax try-in to ***** because the post office took longer than promised when I paid for one-day shipping, but there were multiple delays on the part of *** Dentures and long periods of no communication whatsoever. I had to resort to contacting the admin of the businesss ******** page on several occasions because I was so desperate to hear anything at all.
  As far as losing my job opportunity, I had one delay in the start of my *********** career because of Covid, but I had to cancel my start date twice more because of Jamies negligence. Additionally, I had the chance to help with Covid efforts when the Covid delay did occur, but I had to cancel that as well because ***** did not follow through with his promises.
  I am including our correspondence during this ordeal, and you will see that I was not the one who was rude. ***** clearly promised me a two-week turnaround during our first conversation in July of 2021. It took nearly three months instead. You will also see that it was ***** who insisted on including a wax try-in. I was forthcoming from the beginning that I had received a $299 special and was well aware that this did not include a wax try-in. He told me on multiple occasions that he wanted to get it right this time so the wax try-in was a must.
  I also want to add that it is extremely unprofessional for any business owner to complain to a customer about his/her/their personal problems. While I am sympathetic to anyone who must work more than one job to make ends meet, he owns the business, he took my money, and he did not deliver a product that fits. The myriad of excuses is also unprofessional, I might add. I am also including photos of the final set of ill-fitting dentures.
  
  Sincerely,
  
  ***********************

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