ComplaintsforDenMat Holdings, LLC
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Complaint Details
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Initial Complaint
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Why are the brush heads constantly failing? I just threw out another one today that was only a month old. The one before that never worked at all. The one before that lasted 2 weeks. I'm tired of throwing away $25 dollars on these things over and over again and getting next to nothing out of them.Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I originally bought a Rotadent over twenty years ago--it was pricey but I was told there was a "lifetime guarantee", meaning if something went wrong, they would replace the unit. Then DenMat bought the company, and decided they would no longer honor that agreement. Really? They buy a company and the first thing they do is decide to no longer honor a customer agreement?? So I bought another brush, but after some time, I had a problem with that toothbrush. I knew when I bought it, but there was some confusion on their part about the date of purchase. But they decided they wanted to keep a customer of more than twenty years, and graciously sent a replacement toothbrush in February 2023. The problem is that less than seven months later, this brush is not working! When I called to request a replacement, I was told that now they go by the original order date, which was now outside their warranty period, and the fact that my brush was a replacement (which lasted less than seven months) was irrelevant, and they had no intention of replacing it. Do they really not want to be responsible for a product that doesn't last more than seven months? And I was never informed of this. How was I supposed to know that a seven month old brush was "outside their warranty"? They said I could buy another brush. But with this kind of customer service, and knowing the brushes may or may not last, I don't feel confident doing so.Initial Complaint
04/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased this rechargeable toothbrush through our Dentist many years ago, with a lifetime warranty. since that time DenMat holdings, LLC purchased the company and now they no longer warranty for lifetime. My problem is a lifetime is a lifetime, or is this buyer beware?Business response
04/06/2023
Thank you for the opportunity to respond to this complaint. We have contacted the customer and placed an order for a new Rotadent ProCare to be sent at no charge.Initial Complaint
02/23/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a rotadent (old model) years ago it had a lifetime warranty and I had to have it replaced a few times. Then a couple years ago they wouldn’t honor my lifetime warranty anymore because they had a new model that took the place of the old model so I reluctantly bought the new model for almost $150. Fast forward less then a year into owning it all my brush heads don’t work because there is a flaw in the cheap plastic that breaks where the heads attach. The rotadent also barely holds charge. My old one lasted over 10 years with 2 replacements and now the new one which I paid for because they didn’t honor the original warranty of my old model has stopped working a year after owning it and I would like them to send me a new one because at $150 and $25 per head that’s too expensive for the average senior to pay on a fixed income. Please take care of your loyal long time customers when you know the new model has design flaws it’s documented.Business response
02/24/2023
Thank you for bringing this to our attention. DenMat has changed its policy regarding the lifetime warranty that long time customers of Rotadent had prior to our acquisition of the product. We are attempting to contact the customer to verify a shipping address. We will send a replacement Rotadent ProCare powered toothbrush, along with a few replacement brush heads at no charge.
Regards,
C**** ********
V.P., Executive Administration
Customer response
02/24/2023
Hi thank you very much my shipping address is*** ********* Ave.
La Habra, CA 90631Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19453542, and find that this resolution is satisfactory to me.
Regards,
B***** *****
Initial Complaint
12/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
OK, so I too purchased a Rotadent many years ago and had a "lifetime" warranty. They replaced my toothbrush a few times but the last time said they no longer made that and also didn't have a "lifetime" warranty any longer. They said it would only be 2 years moving forward. I didn't like that as it was bait and switch in my opinion but of course you have no option. It was worked off and on and I have called only to be told i am over the 2 years of course. In addition, i have purchased several tips from DenMat as I was told that they would fit correctly. Low and behold the last batch i received in September, 2022, when i ordered two brush heads DO NOT SPIN!! They start out spinning when you put them on but as soon as they touch your teeth they stop!!! I have a very old tip so I am 100% it is not me because that one works fine but is OLD and worn out. This is not the first time this has happened as they can pull my records to see how many tips I have ordered from them. Then they say you can only get returns in 30 days well, I don't change the tip every 30 days so you are automatically screwed because you can't do anything about it. I loved my Rotadent and it was great before DenMat took over. I am just so irritated because the amount of money I have spent on tips that do not work is crazy and also I cant afford to buy a new brush or new tips as this point as I have been recently laid off. My Dentist just retired so I can't even have them call or try to help me. I am beyond disappointed as I was a great spokesperson for this.Business response
12/02/2022
DenMat appreciates C******** taking the time to contact us about her Rotadent experience and appreciate that she is a long-time user of the Rotadent.
Our Customer Care Manager is contacting C******** directly to arrange for a new brush and brush tips to be shipped to her.
We hope this resolves any issues that C******** has and that she continues to enjoy the benefits of the Rotadent powered toothbrush.Regards,
C**** ********
VP, Executive AdministrationInitial Complaint
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I've purchased a Rotadent Classic through my periodontist years ago. It will not longer hold a charge. I called on Aug 8th and explained the situation and that I understood the battery (not the Rotadent itself) has a lifetime guarantee. The person I spoke with found the record of the order from the doctor, and confirmed my name and address. She said to clean the contacts and switch, and try it for a week or so. Also, the replacement would not be a classic. I did not write her name down, but do see 20614 on my notes. It helped a little, but the charge only lasts for a day. I called back on 8/25 and spoke with Brittany recapping my situation. She said she didn't see any record of my call nor any history of a purchase by the periodontist nor me, and I would have to find the receipt for a claim. I found the receipt and called back the next day and told her it was purchased on 3/13/2003. She then said the lifetime warranty on the battery only started in 2004 and therefore I was not covered. I would be fine with just a battery replacement if it's something I could do but I need this for proper dental careBusiness response
09/13/2022
I want to thank Ms M***** for being such a loyal Rotodent customer, and I apologize for the inconvenience she has experienced in trying to get a working toothbrush. Due to the age of her toothbrush, we cannot replace the battery unit. We are instead sending Ms M***** a complete new Rotadent ProCare model.
We hope this satisfies this issue and wish Ms M***** many more years of excellent oral health care.
Customer response
09/13/2022
I have reviewed the response made by the business in reference to complaint ID 18010938, and an happy with this resolution.Thank you for such immediate attention, and thanks to DenMat for theirs.
Regards,
********* M*****Initial Complaint
09/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Rotadent toothbrush with LIFETIME WARRANTY. The brush failed after years of use. DenMat obviously bought out the company and I had to buy a "different" model of the toothbrush because my model was no longer available. Well, this model has only a 2 year warranty. What happened to my lifetime warranty? Sounds like an easy way to get out of that agreement. Make a new model and the original model is no longer available. I can buy a new brush with the 2 year warranty. The new brush last just past 2 years and I can do what? You got it. Repeat.Business response
09/09/2022
DenMat is replacing Mr. ***e's Rotadent toothbrush with a new Rotadent ProCare model at no charge.Initial Complaint
07/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On April 29th 2022i purchased a roto dent toothbrush order #********* for the amount of 109.99 when I received the item I discovered that one of the brushes of two didn’t work. I tried contacting them by email twice with no luck. That’s why I am contacting you. Since then the second brush of two has stopped working. I just want a product that works. Don’t even want my money back. I’ve been using this product for years and have never had this type of problem. 109.99 is a lot of money for a toothbrush so it’s really getting to me.Business response
07/26/2022
Mr. B******** unfortunately purchased the product from a 3rd Party Seller. As a policy, we do not warranty product purchased from other parties. However, since Mr. B******** took the time to contact the BBB, we are providing him with a new Rotadent unit that we trust he will be satisfied with. Our Customer Care team has made contact with Mr. B******** and he has been informed of our decision.Customer response
08/03/2022
I have reviewed the response made by the business in reference to complaint ID 17617183, and find that this resolution is satisfactory to me.Thanks for all your help but I received a new toothbrush handle today. Thanks again for all your help.
Regards,
**** B********
Initial Complaint
03/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Rotadent toothbrush May 2, 2006 from my dentist office. I was told the toothbrush had a LIFETIME warranty and I would never buy another. I filed a claim in 2017 and received a Rotadent Procare after paying the shipping and handling. This toothbrush is no longer working as of March 17, 2022 and now I am being told that the warranty was only for three years. I advised the rep that my paperwork says lifetime warranty. I was advised the replacement toothbrush made the old warranty null and void. The only thing I was offered was another toothbrush for $179.00. I don't understand if something comes with a lifetime guarantee how can it be canceled.Business response
03/22/2022
DenMat is sending Ms. B***s a new Rotadent ProCare power toothbrush. An order was entered this date to ship to her address.Initial Complaint
12/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the original RotaDent Toothbursh with a lifetime warranty. When the toothbrush stopped working, I requested a replacemen toothbrush with a lifetime warranty from the company. The Company sent me a different toothbrush with a limited two year warranty. However, this product has functioned poorly and recently has failed all together. The Company now refuses to honor the original lifetime warranty and also refuses to replace the toothbrush.Business response
12/09/2021
DenMat is contacting the customer and arranging for a product replacement.
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Customer Complaints Summary
11 total complaints in the last 3 years.
2 complaints closed in the last 12 months.