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Business Profile

Dentist

Otis Dental, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints 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:05/29/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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.
    Honestly, I wish I had never bought your product.The instruction sheet did not include a statement that a receipt was required in order to use your product. I had to spend time going to the store to get a receipt and ultimately had to reach out to CVS to get a copy.I followed the directions and I sent you what the impressions looked like. Have you considered that the product was faulty to begin with? Now you are asking me to spend an additional $20?Actually what I'd really like is the total refund of the cost of your product. It's defective. Doesn't work. So here's your choice--either send me a refund, or send me the materials to try this again. It didn't work and it's not my fault that it didn't work.

    Business Response

    Date: 05/30/2024

    This customer is submitting a false claim. She did purchase the product on clearance for $25 (regular price: $100), but the product was not defective -- she simply didn't follow the instructions. Instead, she rushed through the impression-taking process and sent back completely broken teeth impressions. We're more than happy to provide a copy of the support email that clearly shows why we couldn't proceed and includes an attached image of the defective impressions that ******** sent back to us. You'll see for yourself that it was her mistake for sending impressions that we clearly couldn't work it, and is now lying in this complaint as a means to bully us into waiving the $20 fee for a new impression kit (standard for all customers who need to make a new set of teeth impressions). You'll also read in her response to our email that she makes ridiculous, uninformed comments about her teeth impressions having her DNA, and that they're considered dental records, so we have to basically do what she says. Obviously, it's not the case because her teeth impressions have no personal information attached to it, nor do they violate any HIPAA policies. We plan to initiate a legal case for defamation if/when she proceeds with this false complaint with the BBB. Thank you.

    Customer Answer

    Date: 06/03/2024

     
    Complaint: 21774313

    I am rejecting this response because:
    I contacted BBB about **** because of the lack of courtesy and professionalism that I experienced in my email interactions  and am bothered by the lack of professionalism in this response as well as the personal nature of it by stating that "******** is lying."  The facts are as I explained, I purchased the product, I followed the directions (which did not note that I needed a receipt), made the molds and then sent them back--which according to the packaging said that they would then send me a completed mouth guard, which they did not.  Instead, they stated that the molds were not correct and in order to get the mouth guard, that I needed to send another $20 to get another mold substance. 

    The additional charges are what I disagree with--I raised the issue that perhaps the mold fabric was not viable, or the mail time caused the mold fabric to render it unusable, but **** ONLY wanted to blame me. I'm out the cost of the product and CVS will not replace or give me a credit. All I want is either the refund, or a mouth guard created.  From a customer service perspective or an organization that stands by the quality of their product they have not delivered on either.  The response from them was condescending, personal  and dismissive and left open no room for resolution.  It's unfortunate that **** is unwilling to consider an alternative resolution.  
    Sincerely,

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

    Business Response

    Date: 06/03/2024

    Hello, ******** --

    Due to health and safety regulations, we're required to destroy defective and/or unused impressions after a certain period of time, as they are considered biohazardous waste. That said, what we can do is send you new materials (i.e., trays and putty), so you can return that to CVS and use your purchase receipt to request a refund. You can track the **** delivery of the package from here: ***************************************************************************

    Thank you.

    Customer Answer

    Date: 06/05/2024

     
    Complaint: 21774313

    I am rejecting this response because:
    I appreciate your response and the offer to provide the molding **** and the molds, but without packaging, CVS would not offer a refund for this item.  I'm glad to hear that you have destroyed the molds that I sent to you, with my DNA on it, and ask that you let me know the method that you used to destroy the molds.

    How can we get to a resolution on this situation? Could you send me packaged product to bring to CVS for a refund?


    Sincerely,

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

  • Initial Complaint

    Date:03/14/2024

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 am writing to file a formal complaint against **** **** for an issue I encountered with their product and subsequent customer service, or lack thereof.Early March, I received an email from **** customer support informing me that a box containing prints, which I had previously shipped, was opened during transportation. The communication suggested that to resolve the issue, I would need to purchase an additional kit.I would like to emphasize that I followed all provided instructions for packaging, labeling, and sealing the box before dispatch. I am confident that the damage incurred was not due to any negligence on my part but rather a result of the handling by ****** chosen carrier service. Therefore, I find it unreasonable and unfair to be asked to bear the cost of their service failure.Furthermore, I have attempted to reach out to ****** support team for assistance and clarification. Unfortunately, my efforts have been met with silence, which has only compounded my frustration.I believe that this situation reflects poorly on **** ****'s commitment to customer satisfaction and responsibility for their logistics partners. Being asked to pay additional costs for a situation outside of my control feels unjust and, frankly, resembles a scam. A fair resolution would involve **** **** acknowledging the mishandling of my package by their carrier, providing a replacement kit at no additional cost, and improving their customer service response to ensure that no other customer experiences such disregard in the future.

    Business Response

    Date: 03/14/2024

    Hello, ******. We're sorry to hear that you're unsatisfied with the way we've handled your support ticket, but we respectfully disagree with your opinion that we should be held liable for any part of this situation. It is the customer's responsibility to ensure that packages are properly sealed and prepared for shipping before it's handed to any shipping carrier for processing. Furthermore, we have no control over the shipping practices of any shipping carrier. That being said, **** delivered an empty mailer box that did not contain any of your teeth impressions. Upon inspection, we found that you had only sealed one end of the mailer box, but not the other end, before shipping it out via ****. Our support team immediately notified you of the situation and provided a link so you could order a new kit and start again. Keep in mind that we normally charge $20 for a new impression kit, but decided to cover the cost of shipping ($10) and only charge $10 to cover the cost of materials. If you'd like to proceed, please use the link to order the materials and we'll get started on your custom night guard the moment your new impressions arrive. Thank you.
  • Initial Complaint

    Date:03/14/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 the 7th of February 2024, I procured two **** mouth guard impressions from CVS. Following the instructions provided within the packaging, I promptly contacted **** to request a shipping label and dispatched the impressions on the 21st of February. Regrettably, **** has refused to dispatch the night guard and has subsequently closed the associated ticket, leaving me without any avenue for reimbursement of the funds expended on the purchase. This recurrent conduct by the vendor seems indicative of a broader pattern, as echoed in the reviews of other patrons who have reported analogous experiences.

    Business Response

    Date: 03/14/2024

    Hello, Bedan. Per email correspondence with our support team, you had requested a prepaid shipping label, to which we asked for proof of purchase and shipping address. You provided this information, and a prepaid shipping label was sent over to you as an email attachment. When the impressions arrived, a custom night guard was made and was successfully delivered to your address on February 20th. You then contacted us asking why you had only received one custom night guard when the receipt showed that two kits were purchased. Our support team explained that you had submitted only one set of impressions, not two. That said, we emailed a second prepaid shipping you as an email attachment. Apparently, **** flagged your package once it had reached the shipping carrier's agent in ************* facility because you had failed to use the shipping label properly. Specifically, you were to use the brown shipping mailer box that is included in impression kit. Instead, you used a significantly larger mailer envelope that exceeded the allowance of the prepaid shipping label, thereby incurring a "short-paid adjustment" charge of $5.09 and a "**** Audit Fee" of $1 (see attached image). We immediately notified you of the situation upon receiving this information and provided a link so you could pay the $6 release fee. But, instead of complying, your response was that what we reported to you was "inaccurate" and that you had shipped your first set of impressions the same way -- implying that, since you were able to improperly ship the first time, there should not have been a problem with improperly shipping again. To clarify, **** performs random audits to ensure that shipping labels are being properly used. Unfortunately, your second attempt was unsuccessful and it is why there is a $6 release fee. 


    Thank you. 

  • Initial Complaint

    Date:03/07/2024

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 reached out to this company by sending about 30 emails with my name, address and receipt of purchase. They are supposed to provide a prepaid shipping label to send in dental molds for a night guard. They have not replied at all. They do not have a phone number to reach them. Is this business real?

    Customer Answer

    Date: 03/07/2024

    CVS receipt

    Business Response

    Date: 03/08/2024

    Hello. After careful consideration, we felt that this customer should return the product to CVS for a refund and seek product/services with another brand, as we are unable to meet her expectations. Therefore, the support ticket has been closed and we will not consider any further inquiries by this customer. Thank you. 

    Customer Answer

    Date: 03/08/2024

     
    Complaint: 21398777

    I am rejecting this response because: it makes no sense. The product requires molds taken of teeth to send to the business and they send back night guards. **** asks that you reach out for a prepaid label to send in the molds. They have never provided this prepaid label, CVS will not take back this product. 

    Sincerely,

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

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