ComplaintsforSmiley Dental of Beverly
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Complaint Details
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Initial Complaint
08/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a dental flipper from Smiley Dental for $500. I asked if anything happened was there any guarantees with it. I was told as long as I didn't drop it or intentionally damage it, they would stand behind it. I picked it up and was able to schedule the extraction with the office they referred me to. I was able to use the device in January 2021 without problem until July 2021. The device broke in my mouth while eating breakfast that morning. I called the office to see what we would be able to do. I was told to super glue the pieces back together. I said I was not going to use super glue on something I'm keeping in my mouth. I was then told that the lab would not fix it and I would have to reorder it. I asked if I needed the broken one and was told no so I through it out. I also asked if the company was going to reorder it for me and was told I would have to make a payment because they are not meant to be used for that long. I explained the situation again.Business response
08/17/2021
Hi Samantha,
If you got the flippers this year, it is covered under warranty and we should be able to send it back to lab for repair or get you a new one. Please bring the broken flipper back to our office and we will take care of you.
Thanks,
Smiley Dental of Beverly
************
Customer response
08/17/2021
As I stated, I do not have the broken flipper because I was told to super glue it.Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Samantha
Business response
08/18/2021
Hi Samantha,
Any warranty replacement does require the damaged parts to be returned. I am sure you would agree that is the norm across all industries - automobile, electronics or dental. You cannot throw a malfunctioning iphone and expect Apple to give you a new one under warranty. We have checked with our lab and they DO require broken flipper back in order to consider warranty replacement.
You are a long standing patient. We appreciate your loyalty and we are willing to help you out. Please call our office tomorrow and talk to *****.
Thanks,
Smiley Dental of Beverly
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.