ComplaintsforHenry Schein Inc.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our office has been a customer with ********************** Shine dental for more than 30 years. In early 2024 we had an issue with the vacuum pump that was installed by Henry Schine in 2022 with 5-year manufacturer warranties. The tech. from Henry Schine came in and after a long time back and forth with the Vacuum manufacture adviser, he determined that the plastic tank was cracked (large crack under the plastic tank 3 to 4 inches in length and easily visible). There was no explanation of why and how it happened ( ie: motor malfunction or computer system caused the vacuum to fluctuate to a point that it created too much vacuum that it could cause the tank to crack!) A new tank was ordered (under warranties) and was installed for the total cost of $1,553.71 for diagnoses and installation for a total of 4.5 hours. Later on, we asked the manufacturer about that, and we were informed that this should have been 1/2 hr. of diagnosis and not more than 1 hr. of just replacing the tank. In mid-May 2024, while we were in the middle of a surgical procedure for a dental implant, and the patient was completely anesthetized, the vacuum pump after making a high pitch noise stopped, and the computer indicated that the vacuum is too high (>10.5 hg. instead of 8 hg.) and due to lack of suction, blood, and water pooled in the back of the patient's mouth (patient was choking on blood and water -disastrous), we called the Shine rep. and informed them that ***** 's tech. did not diagnose correctly and overcharged us, and due to that our patient was placed in a dangerous situation. The manufacturer with another tec. from another dental company had to come in finally and replace the computer and motor to rectify the original problem that was not done correctly by Henry Shine.

  Customer response

  07/08/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Henry Schein Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business response

  07/26/2024

   

  Henry Schein values its customers and customer satisfaction is important to us. While we do not agree with all of the statements made in the Customers statement of the problem, ******************** has resolved the matter to the customers satisfaction.
  

   

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/24, our ************* received a letter from an ***************** regarding claims that were being sent to them in error. After many hours of research and a few phone calls later, it was determined that our e claim system (Dentrix-which is owned by Henry Schein) is having many issues between them and dentalxchange (the clearinghouse). Since then, it has come to light that there are many issues with claims being electronically sent to the wrong insurance company even though the correct information is in the system. Not only has this caused financial issues for our business due to claims going unpaid, this is also a HIPAA violation in regard to them sending patients information out to insurance companies that do not insure the patient. We have tried to resolve this issue with both Detrix (Henry Schein) and DentalxChange and have gotten no resolution.

  Business response

  05/30/2024

   

  Henry Schein One has addressed the customers concerns and the matter has been resolved to their satisfaction.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A purchase a digital panoramic unit From Henry Dental. The panoramic was delivered installed 2011. They has been providing servicing company. For all these years. Issue started last year when I kept calling the service department. The screen was getting frozen and that usually happens when it needs maintenance and the machine was serviced when required and it was maintained I was prompted to do it on the screen is so happened that the screen kept giving us problems and it was very bad at one point that it had to be replaced technician he made me replace the computer. He also made me create an image mirror image on the computer so I can access the unit and also, they downloaded and upgraded program and this was the end of it. There was so many service and until I finally had my and find out what was going on first of all, they said that my guy could not touch the unit and he was fine. He was not, but he wanted to find out the reason , the unit unit was not working after servicing the company that used to be because it was purchased about two years ago by another corporate company and they rebranded as dexis. They got into the system remotely determined that the panoramic unit had never been serviced or calibrated. Theyre trying to cover it up, saying that they only have two years of servicing the unit and they never serviced it for me before of course after the sale of the the only paperwork I found my maintenance receipts from 2011 and 2012 and 2014 I talk to **************** , we will not deal with attorneys anything like that but a solution will find you the receipt. I found the receipts and no one returns my calls . The downloading of the upgrade, made the system crashed and They have returned the money for two years only, but they committed fraud . All I want is the replacement of the unit I am not asking for the return of the rest of the years of serviving Loss since I am not using the unit is worth 2500 as is dur to lack of calibration and maintenance

  Customer response

  05/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Henry Schein Inc. regarding complaint ID ********.
  They have decided to ignored me for the damages they caused and tried to manipulate the situation as if they never maintained the equipment before 2022, but I kept the invoices from all these years  . I would like to know where can I made this complain heard and actually make them pay for their actions . 

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

  
  

  Business response

  05/21/2024

   

  This acknowledges complaint #********.  Henry Schein previously explained to the customer that ******************** is not responsible for the issues he is experiencing with his equipment.  Nevertheless, Henry Schein values its customers, and as a business courtesy has made numerous attempts to resolve the matter, without success.  Henry Schein will review the matter further and will reach out directly to the customer again to further attempt to resolve the matter.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  3/1/24: Registered an account under ******************** for a *********************** Medicine Clinic.4/2/24: Confirmed and received account number #: ******* via phone.4/2/24: Placed an order for medical supplies for $3,667.12 and received confirmation.4/3/24: Placed another order for medical supplies for $701.40 and received confirmation.4/4/24: Received an email confirming shipment of part of the order.4/5/24: Received a phone call to fill out a medical license verification form; rep stated it would be emailed. Instead, received an email stating account cancellation and refusal to fulfill remaining order due to flagged business model issue.Despite no prior indication of account approval requirement, Henry Schein canceled account, citing business model concerns.Requesting either fulfillment of full order or a complete refund.

  Business response

  04/10/2024

   

  We contacted the customer and resolved the matter to the customers satisfaction.  We consider the matter closed.

  Customer response

  04/11/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the ***** in November, I signed up for additional services with Henry Schein Practice Solutions. I was quoted that with the additional services, my monthly payment would be under $500 a month. I get my **************** credit card statement and I see a charge for over $900 a month. i immediately cancelled the service, requested a refund and put in a dispute with **************** for $599. They have refused to credit me.From: *********************** ************************************************* ******** *** **** ** ********* *** *** ***************************** ***************************** *** ********* *** ************ ******* * ********************************** * ** ** * **** ***** ******** *** ** **** ****** *** *** ********** ************* ***** **** *** ******** ************* **** ****** ** ** ***** * ****** ** ********** ******* ** *** **** *** ***** ********* ** ********* ****** *** ** ***** ***** *** ******************************************* ******** ******* ******* ******************** *** * ****************************************************************************** ****** ****************************************** ******* ************** ******* ***** ************ ******* ********* *********** ****** * ** ****** * ****** ***** ***************************************************************************** ***** ***************************** 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  Customer response

  03/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Henry Schein Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business response

  03/27/2024

  Our Customer Success Manager from ******************** One has attempted to reach out by phone and email to ********************** over the last month with no reply.  The team is considering the complaint closed for now, and will work with ******************** when and if needed in the future.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Henry Schein Inc. is billing us for an amount that we do not owe. In 2020 and 2021, Henry Schein Inc. fraudulently charged us for another company's orders. It took me hours and hours to go through invoices to determine which charges to our account (which were automatically charged to our credit card) were legitimate and which were fraudulent. CA, ********************** ********* Operations | ****, **, was in charge of crediting our account for the fraudulent charges. One charge of $623.59 (which was the other company's order) she credited twice. However, Henry Schein charged us that same amount ($623.59) twice, so we are even. I scanned and emailed the credit card statements showing the charges of $623.59 and the credits of $623.59. The credit department supervisor, **, is disregarding those credit card statements. Since the Henry Schein accounting department created this mess in the first place, I dont trust what they are saying now. I am going by what is actually on our credit card statements to show what we were charged and what we paid. Henry Schein should stop saying we owe them money.

  Business response

  06/26/2023

  We set up several calls in June to review and discuss the account balance, but were not able to agree on the amount due.  Henry Schein has decided to credit the open balance as a courtesy to help resolve this billing dispute.  We appreciate ***'s availability and willingness to meet with our credit team to discuss this billing issue, and we apologize for the inconvenience this has caused.  The account balance will be credited down to zero and a credit memo will be mailed this week.

  *********************

  VP & ********************** Officer

  ********************

  Customer response

  06/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid Henry Schein over $150,000 for the purchase of NEW equipment, including 4 operatory chairs, an autoclave, an ultrasonic machine, and a portable cavitron. Since installation on 9/2022, there have been numerous equipment issues. Schein has come to the office multiple times, and equipment failures persist. There is no urgency in fixing the issues, and I believe I was delivered either used or defective equipment. I am seeking either a refund for the inconvenience, loss of production, and loss of patient care time OR delivery of ALL new equipment ASAP, as this issue has persisted for 8 months.

  Business response

  06/09/2023

  Henry Schein Zone General Manager, *****************************, has advised that Zone Operations Leaders ************************* and *************************** will be reviewing all of the installation notes from our Schein & ProRepair technicians to determine some of the root causes for these equipment issues.  ****** and ******* have scheduled an onsite visit with ********************** on June 14th.  We will do everything we can to make ********************** happy and comfortable with the business that he has done with Henry Schein. 

  *********************

  VP & ********************** Officer

  ********************

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  On June 14th 2023, I received no visit from Henry Schein or its management team. The incompetent *********************** (Scheins ***** equipment manager with whom the equipment purchase was made) did not acknowledge any site visit as well. To this date, there has been no rectification of the continuous equipment problems.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Henry Schein attempting to bill for services we did not agreed for them to fix, reason is that we are under warranty with a different company.We called Henry Schein to come look at a dental chair we had purchase from them about 2 weeks earlier, chair had suction issues, when Henry Schein came they ordered parts for the mechanical room instead, we had no idea what they were doing. We already have warranty for the suction unit with a different company. I have contacted the service manager to look in to the situation, and after our first initial conversation, he has gone ****

  Business response

  05/31/2023

  Regional Operations Manager, ********************* and I connected with **** via video call on 5/25/23 regarding the billing dispute for the suction issues.  **** explained to **** that our service technician did his initial inspection on a Tuesday back in November 2022 and discovered the suction issue had nothing to do with the dental chairs purchased from Schein but with the vacuum compressor in the mechanical room.  The Schein technician ordered the free parts which were all covered under warranty and he installed the new parts, only charging for his install time, which was $1,496.22.  **** claims he did not authorize this work, however someone in the office did give ************** the go ahead to proceed with the install.  After discussing with **** we have decided to offer a 50% credit ($750) and split the install charge with *** ***************** We are not sure how this miscommunication happened, but we want to do the right thing and split the charge as we believe that is fair and reasonable considering the problem was fixed and the technician did what he was asked to do by someone in the office.  We will process credit for $750 on *** ******* account and we believe this resolves the dispute.

  *********************

  VP & ********************** Officer

  ********************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got Dentrix Ascend in December 2019 we are 3-5 people small practice, they gave us package of 343 $ /month for 18 months and said price might slightly go up after 18 months .As per there sales rep (we stilll have there name ),he confirmed it will be ok even if user number varies .They increased the fee after 12 months by 100$ during covid times which should have been red flag. And last year they increased the rate again almost 1000$ /month within 3 years. And now they are adding more fraudulent charges like location charges and changed fees to per user . Since beginning we have been very clear its 3-5 accounts and one location. And for last 7 months we have been trying to resolve this . every time we call someone will call you next week or in 48 hours and for last 7 months no follow up . Everytime we call there is new explanation for bill we are charging for two months this billing cycle , we charged for all logins per accounts and we are charging for inactive account .We will follow up in 48 hours . No one has got back to us in7 months. we are just tired . And Henry Schein has no empathy for small business . Its been 7-8 months to treat us like this we dont matter . And yet they dont forget to charge there fraudulent charges every month!!!!

  Business response

  03/29/2023

  As the customer stated in their complaint, they are a 3-5 person small practice.  Henry Schein One charged them each month based on how many users accessed the Ascend software.  All of our subscriptions and service contracts are on an annual basis (12 months), we do not offer 18 months.   The signed agreement does not mention anything about price might slightly go up after 18 months or it will be ok even if user number varies -  The signed agreement is the only agreement that is binding and the customer has a signed copy of that.  This customer has called in several times to our Henry Schein *********** Team and requested credits inconsistent with the terms of their service agreement.   Our Henry Schein ************** team has denied several requests for credit and we believe our billing practices are transparent and in alignment with the original signed agreement.  Based on our research and evaluation of the situation, we do not believe a credit or refund is warranted in response to this BBB complaint.  We regret the customer is not satisfied, and we will continue working with them as needed to help resolve their concerns.   

  ***************************

  Chief Customer Experience Officer

  ******************** One

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is flat lie by customer head. They never once followed up and never informed of any denial and they always said someone will get back to you in 48 hours and no one ever did. You  can check all voice records for case no is ********. The case manager was ****** who never responded.  The wait has been 7 months.
  

  
  *********************
  
  
  
  
   
  

  Business response

  04/11/2023

  Response to customer rejection

  We reached out to ************ via email on 4/10/23 to find a good time to meet and discuss her concerns.  We also provided all of the account research our Henry Schein One team completed regarding **************** purchase history and payments, and we plan to review that with her.  ************ advised that she is out of the country this week, so we agreed to meet on Tuesday 4/18/23 to review her concerns and the information we provided to try and bring this complaint to full resolution.  *************************** and *********************** will attend the call next week with ************ and I.  We are confident we can address **************** concerns and resolve this dispute.

  *********************

  VP & ********************** Officer

  ********************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 11/5/21, my staff and I spoke with Henry Schein Medical (HSM) salesperson ******** to potentially open a business relationship. We asked about ***'s return policy. ******** said all items are returnable if we are not happy. HSM catalog says 100% customer satisfaction. On 2/24/22 we ordered a Blood Pressure Monitor/Stand (***) through ******** $3,487.75. The *** was not appropriate for my office. We tried to return it. ******** said it was not returnable. My staff and I tried multiple times to return it. Their sales manager *** told me it cant be returned because it was a 3rd party vendor, who would not take it back; that he did not want to lose the 3k, so I should pay. I filed a cc dispute. HSM gave no evidence they complied with the law by failing to post a non return policy, so it was settled in my favor. Next I got an, email from *********************** who blamed us for ordering it without "doing the research" and added late fees under threat of collections. This was egregious, On 11/23/22 I spoke with HSM VP ******************. He apologized, was sent all relevant info information (demand letter, cc dispute) and said he would take care of it. On 12/8/22 I spoke with received ********************* who stated, like ***, the 3rd party vendor "was playing hardball" and would not take the *** back; He again threatened me with collections/late charges. **** did not know anything about the cc reversal; information I gave ******, or laws regarding internet sales. When I told him HSM did not comply with the ***************** tried to negotiate a cheaper price for the *** so his sales team could make some money. I of course refused. It got worse. On 1/13/23 I received an email, which included and therefore was approved by HSM VP ******************, stating HSM, thought t it was fair to coerce me to buy another *** and they would take the old one back, or face collections. This all to ensure, HSM gets payment through threats without taking any accountability for their own deficits.

  Business response

  02/03/2023

  This was an unfortunate incident and we disagree with the allegations from ***************** that our leadership team threatened him.  Our order entry system clearly shows the item ****************** ordered was not a stocking item, and that it required direct shipment from one of our supplier partners.  Our terms of sale and order entry system clearly show drop ship items are non-returnable.  To resolve this dispute, our sales leadership team agreed to make an exception and they approved a return authorization.  The return authorization was issued 2/2/23 and return labels were emailed to ************************* as ***************** requested, which will be at Henry Scheins expense.  When the items are received by our returns team they will be processed for full credit and applied to the open invoice on account.  We believe this will close the complaint.
  

  
  *********************
  VP and ********************** Officer
  ********************  

*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. ↩