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Business Profile

Computer Hardware

DentiMax, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/07/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 Dentimax dental sensors January of 2025. The sensors have been malfunctioning (ghost images, black images, and repeat exposures). After 3 debugging sessions the sensors are still unnecessarily radiating my patients and the support team has started that radiation dosages are so small and that I am overreacting. I have tried to initiate a refund on multiple occasions and they refuse to stand by their warranty.

    Business Response

    Date: 05/07/2025

    Hi Dr. ********************* sorry to hear that you are unhappy with our sensor. We understand how important reliable equipment is in your practice, and our team is committed to help you resolve the issue. Our expert technicians offered to give you a loaner as part of the diagnostic process to verify if other sensors are having the same issue, to which you declined. This step is essential in determining whether the issue lies with the sensor itself or another variable in your setup. 

    Additionally, our records show that the sensor performed well for several weeks before we were notified of any concerns. While we do not offer refunds, we would still love to help you where we can. If youre open to continuing to work with us, please reach out and give us a call at ******************.

    **** *****, VP of Sales

    Customer Answer

    Date: 05/07/2025

    Thank you for your response. The sensors have both been malfunctioning from the time of delivery - Im not too sure why you are hung up on the few weeks where I did not reach out. We tried to debug the sensors on our own and were hoping things would resolve and just relied on our  alternate sensor.

    As you are well aware, I have had 3 technical troubleshooting sessions and have spent many clinical hours and after hours on the issues your sensors have been giving us. In addition, your team continues to suggest retaking images despite the excess radiation exposure (my dental license abides by the principles of ALARA). This has all been in the span on 90 days. The sensor is being returned as we speak and I have asked multiple times for a refund. This product is defective and is causing unneeded radiation exposure to my patient base. I am happy to return these sensors for a refund and I will close this complaint and remove my review. Waiting 8 weeks for you to test the sensors is not a reasonable solution and is not listed under your warranty section. 

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/25/23, ***************** (sales rep) who provided me information regarding the sale flash they were having until October 31st for their Open Sensor. They had a free trial period where we were allowed to try the sensor and if we did not like it, we were allowed to return it. *** let me know that the flash sale would be over in 5 days and that would not be enough time to try the sensor so instead we could purchase the sensor and he would provide a 2 week trial period starting on the day of installation, where we were allowed to return it for a full refund if we did not like the sensor. This free trial period was clearly stated in the quote provided. The sensor was purchase on 10/26/23, we received the sensor on 10/31/23, same day the installation took place. During installation, the technician requested we take an x-ray to try it out. We took some x-rays until the quality of the image was good. The next day we took some x-rays to 2 patients and each one of them complained about how big and uncomfortable the sensor was. We decided to stop using the sensor and return it. *** was contacted on 11/03/23, let him know the issues and our decision to return it. He provided a shipping label and the sensor was dropped off at *** the same day. On 11/13/23, *** sent an email stating the sensor was received but it was damaged and they could not refund the money so they would be sending it back. I spoke to *** on 11/16/2023 to which he said he was only the middle man who was passing on the message. I asked to speak to someone who could help me with this issue and said **** (the director) would contact me. I have not heard back from ****. I received the sensor back and when it was opened, we noticed nothing from the original packaging was there such as the sensor sleeves, the *** extension cable, the VersaRay kit and warranty or protection plan. Only a sensor came back that showed signs of biting. We did not send our sensor back in those conditions as we only tested it on 3 people.

DentiMax, LLC is NOT a BBB Accredited Business.

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