ComplaintsforAffordable Dentures & Implants

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty is for one year as seen on printed form from Affordable Dentures Dentures were made and left office October 17, 2023 The tooth fell out of the front upper plate was taken to the office March 27,2023 they tried to charge us an additional 200 for the repair when the warranty is good for a year on repairs it states all Dentures and partials made with Affordable Dentures come with one year warranty which covers repairs if the new denture/partial breaks under normal usage, my husband was eating a potato and a tooth fell out the office disputed the repair wanted to charge us. I said the warranty should cover it. They said no I said well maybe an attorney should clarify your warranty because of what the warranty says on the paper they got angry told us they would not since we were threatening them. We were not we were just saying we were confused about the warranty and the warranty called the office asked to speak to the business manager. They hung up when I called back. They told me she was in surgery. They would call they have not called and today March 29, 2024 I have made calls and calls and calls with no one to speak to? no resolution We want his tooth repaired at no charge to us per their warranty that they clearly State and I have a copy of that warranty which I have sent with this complaint

  Business response

  04/15/2024

  Patient purchased dentures on October 17th, 2023. On March 27th, 2024 the patient and his wife came into the office due to the patient breaking his denture the previous evening. Patient stated that the tooth fell out whenever he was eating a potato chip. The doctor and the 30 year experienced lab technician both inspected the denture along with the tooth, both stated from their experience the tooth was broken out, which only happens from improper usage of the denture. The "Warranty" paper provider clearly states that it is only covered "under normal usage". The patient and his wife were informed that they would have to pay for the repair and that is when the patient's wife started cursing at the 2 front desk staff and yelling towards other people in the lobby. I, the office manager, asked the patient if they wanted to pay for the repair, the patients wife said they wanted to go ahead with it but then mentioned taking everything to their lawyer. I have been instructed to not have further correspondence once people threaten to escalate to a lawyer. The patient or his wife were in contact with cooperate, the matter was being handled by cooperate the last I was updated. I have no records of patient calling and leaving a voicemail after talking to the cooperate office. 

  Attached is a picture of where the tooth is broken out of the denture, a portion of the neck of the tooth is still visible inside the denture. Again, the craftsmanship warranty only covers repairs under normal usage we are not responsible for improper usage or breaking of dentures. 

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,

  they do not have the story, correct I was not eating a potato chip. I was eating a baked potato due to the fact I can’t eat chips because of an esophagus problem. I have trouble eating certain foods. In fact quite a few my throat diagnosed a little larger than a drinking straw, it’s stretched And if eating is not a normal Usage, what is I’m confused ? There was no cursing. Either from us or the staff honestly raising a voice, yes By both parties and nothing was said about the staff member about jerking the blue dish from us with the Dentures in it, conveniently left off the things that they were guilty of . Their warranty states normal usage. He was eating a potato normal Usage end of story. They just don’t want to fix it. They want more money.
  
  ******* ******

  Business response

  05/14/2024

  Thank you for the opportunity to respond to this complaint.  The patient did receive dentures at my office in October of 2023.  He is also correct that he returned to the office after a tooth was broken.  However, based on the dentures that he returned, it is impossible that his tooth “fell out while eating a potato.”  The site of the missing tooth had 3 millimeters of tooth left in the denture.  In my experience, this is a result of a dropped denture.  A tooth that falls out of a denture while eating a potato would be the full tooth and it would not leave part of the tooth in the denture. 
  
  My office offers a 1-year, limited warranty, that covers any breaks or damages that might occur as a result of the fabrication of the denture.  The warranty does not cover any trauma that resulted in breakage. 
  
  

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I know perfectly well, as I was sitting at my kitchen table, and we have witnesses that were there at the kitchen table. The denture was never dropped. I was eating a baked potato and opened my mouth and showed them what had happened when I felt the tooth and the baked potato that was lingering in my mouth, they are full of scams at its clear all over the Internet how they get away with things we would like a complete refund. Normal Usage would be eating Which is exactly what happened think about it if it were dropped, how could it have only fell on that one particular tooth and it broke in half that is ridiculous
  Sincerely,
  
  ******* ******

  Business response

  06/10/2024

  The patient did receive dentures at my office in October of 2023.  He is also correct that he returned to the office after a tooth was broken.  However, based on the dentures that he returned, it is impossible that his tooth “fell out while eating a potato.”  The site of the missing tooth had 3 millimeters of tooth left in the denture.  In my experience, this is a result of a dropped denture.  A tooth that falls out of a denture while eating a potato would be the full tooth and it would not leave part of the tooth in the denture. 
  
  My office offers a 1-year, limited warranty, that covers any breaks or damages that might occur as a result of the fabrication of the denture.  The warranty does not cover any trauma that resulted in breakage. 

   

  Patient has escalated complaint to attorney general. 

  Customer response

  06/11/2024

  On their printed copy it states in the highlighted area : all new Dentures And partials made by Affordable Dentures come with a one year warranty, which covers repairs    If the new denture or partial breaks (Under normal usage) 

  It says nothing about the fabrication and my husband was eating a potato I Eating is a normal Usage! There is no exclusion mentioned that eating is not covered if breakage occurs this is ridiculous.  They are just trying to get out of covering the repair
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  **** went to Affordable Dentures on July 8, 2021 for a full upper and full lower denture replacements. She has had full upper dentures for over 40 years and a lower partial denture for nearly as long. In October 2019 or 2020 she had her remaining lower teeth extracted and thereafter her lower partial was converted to a lower full denture. So, as you can see, **** is very accustomed to dentures, full and partial. On July 19th **** went back to Affordable Dentures for a "wax" try-in of the denture and told them that the bite was way off and she was not happy with that try-in. On July 23rd another wax try-in was done and the records indicate that the patient was still unsatisfied, but the process to final. August 5th **** was delivered her 1st set of dentures from Affordable Dentures and notes indicate that patient was satisfied and given a 60 day adjustment period. **** returned on September 30th still being unhappy with her denture and was advised they would make her new full upper and lower dentures. She went for a wax try-in on October 1st and again told them that the bite was off and she was not happy with that try-in. **** had another wax try-in of this set on October 7th and was still not happy with the lower denture and was told that the final product would be better, that the wax makes the try-in look bulkier than it really is. Delivery of this set of dentures was made on October 11th and it was noted that the patient is still not happy with the dentures. At this point **** requested a full refund and the Dr denied the refund stating the dentures were made correctly and that the patient is just not giving enough time to actually get used to them. I am attaching several pictures showing the quality, or lack thereof, of the dentures. It is very clear that the bite does not meet up on the dentures. That the lower right side gumline is much larger than the left side as it touches the table, as well as going back much further than the left side. **** paid for her dentures - in full - at her visit on July 8, 2021 in good faith and expected to get acceptable dentures made that she could wear the duration of her life. Instead, this 66 year old lady was taken advantage of and made to accept a set of dentures that she cannot wear. This has affected her quality of life by compromising her ability to eat certain foods that she had no problems eating before. She went back with the first set of dentures within 60 days of receiving them and requested her refund before leaving with the second set. This was well within the 100 day full warranty that Affordable Dentures offers, see attached photo. A little additional information on **** is that she lives an hour away from Evansville. She is going blind and therefore cannot drive that distance and was having to rely on friends and family to take her to each of the appointments. She is on a limited income and paying almost $1600 for dentures that she cannot use is a waste of money that she could have used elsewhere to get better quality dentures.

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