Business ProfileforHenry Schein Inc.

I had a sales meeting a few years ago with a Dentrix Ascend salesperson. I was interested in the program and was made aware of the its limitations. At that time we chose not to proceed. When I looked back into the program earlier this year, I was given a demonstration by a different salesperson. Since I knew of the previous limitations for Dentrix Ascend, I had very specific questions I asked to see if things have changed. These aspects were very important in my decision. When I decided to switch to Dentrix Ascend, I was under the assumption that changes were made and the previous limitations were taken care of based on the sales meeting. I also expected to cut some additional costs because we were supposed to eliminate another 3rd party appointment reminder program ($800/month) because we were promised Ascend can do what the other software could do. Whether intentional or not, the sales rep gave misinformation about what the program can and cannot do. The changes I asked about were not made and the program cannot do everything our other 3rd party vendor could do. Now we have to hire a separate staff member to manually fix something that was promised but not delivered, and also have incurred additional costs because we needed to keep the 3rd party vendor in order to provide a vital service Ascend couldn't provide. I have written documentation from my sales guy saying that it was his understanding was that Ascend could do all those things promised to me. Schein however has not taken any responsibility and nor have they tried to make amends for the misrepresentation of the product. I asked four times to speak with the manager of the person trying to convince me everything is fine but instead of complying with my request, she keeps making excuses of some "Sunshine Act" instead of providing the contact information for her manager. Extremely disappointed such a large company will not take responsibility for their mistakes.