Complaints

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.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  Dear BBB of ************:I am writing to file a formal complaint regarding a custom mouth guard that I was referred to Sentinel Mouthguards for by my dentist. Based on my dentist's recommendation, I sought out a custom mouth guard from this company, which was created according to the specifications provided by my dentist. Unfortunately, this mouth guard caused a severe open bite that has significantly impacted my ability to chew, speak, and swallow properly, as well as causing ongoing discomfort and emotional distress.The mouth guard was custom-made by Sentinel Mouthguards did not cover my three wisdom teeth - a design flaw, creating a misalignment in my bite that resulted in developing an open bite. As a result, I have experienced several significant health issues, including:Difficulty chewing and eating, which has led to digestion issues Speech difficulties, as the misalignment affects my ability to pronounce words clearly Emotional distress and a decrease in self-esteem As a result of the complications caused by the mouth guard, I required the surgical removal of my three wisdom teeth. While this procedure has helped mitigate some of the bite issues, I am still facing $10,000 in dental treatment costs to correct the misalignment caused by this defective product.Despite my attempts to resolve this issue through multiple communications with Sentinel Mouthguards via email and phone, the company has consistently denied responsibility for the damage caused by their product. Given the functional difficulties, the emotional distress, and the financial burden of correcting the damage caused by their product, I am seeking assistance from your office. Specifically, I am requesting that Sentinel Mouthguards be held accountable for the defective design of their product and cover the costs of the necessary dental treatment to fix the damage.I appreciate any guidance or support your office can provide in helping to address this issue.Sincerely,******** *******

  Business Response

  Date: 01/20/2025

  Dear Nurhayat,
  
  Thank you for reaching out and sharing your concerns. We are very sorry to hear about the issues youve experienced and the challenges with your bite. According to the records provided, tongue thrusting is the cause for the bite issues, not our product. 
  
  At Sentinel Mouthguards, we strive to create custom-fit mouth guards based on the impressions provided by our customers. While we take great care in crafting our products, it is important to note that we rely entirely on the accuracy of the dental impressions submitted to us. Our policy states that Sentinel Mouthguards is not liable for any dental, orthodontic, or medical concerns resulting from improper fit or other factors beyond the scope of the provided impression. All customers agree to these terms of service when purchasing and using our products: ***************************************************************;
  
  We understand the frustration this situation has caused but cannot offer any further guidance at this time. 
  
  Thank you for understanding our position. If you have additional questions or need further clarification, dont hesitate to reach out.
  
  Best regards,
  Sentinel Team

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22821202
  
  I am rejecting this response because: 
  Attached are two photos for your reference: one showing the mold of my teeth that I submitted, and the other showing the custom mouthguard created by your company. It is clear from these images that the mouthguard did NOT cover my third molar wisdom teeth (there is only one wisdom tooth on my upper jaw), leading to a significant bite misalignment. This misalignment is a direct result of the mouthguards failure to properly accommodate my dental anatomy.

  As a consequence of this issue, I was forced to undergo the surgical removal of all three of my wisdom teeth due to the severity of the open bite. This procedure not only cost me the loss of healthy teeth, but also $3,161. Although the surgery has provided some improvement, I am still facing over $10,000 in additional dental treatment to fully correct the misalignment caused by this defective product.

  
  The functional difficulties, emotional distress, and financial burden Ive experienced are all a direct result of this design flaw. Given the clear evidence in the attached photos and the ongoing treatment required to address the damage caused by your mouthguard, I respectfully request that Sentinel Mouthguards take full responsibility for the defect and cover the costs of the necessary dental treatment.

  
  I trust that the BBB will assist in facilitating a fair resolution, and I look forward to your response.

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

  Business Response

  Date: 04/26/2025

  Dear ******* and BBB of ************,

  Thank you for the opportunity to respond.
  After thoroughly reviewing the customers claims, photos, and order records, Sentinel Mouthguards maintains that we fulfilled the order according to standard protocol based on the dental impression provided. Our custom mouth guards are designed to cover the functional teeth (typically up to the second molars), not third molar (wisdom) teeth, unless specifically requested. No such request was made on the customer's order.
  There is no evidence that our product caused the alleged open bite or the subsequent medical procedures described.
  Sentinel Mouthguards is not responsible for pre-existing dental conditions or treatment outcomes, as clearly outlined in our Terms of Service, which customers agree to upon purchase.
  We regret that the customer is dissatisfied; however, we must respectfully decline any further liability or compensation.
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction: October 16, 2023.Order #***** A clear retainer for upper and bottom jaw.I am seeking a refund. The initial retainer is poorly fitted/poorly made. I initially considered the companys offer, after I asked a couple of times to receive a decent replacement, to send me a remake kit. After being made aware of additional possible costs for remake kits after my initial purchase, I decided that I would prefer a refund. I felt pressure to create a perfect mold, or else I would be charged an expected extra fee- after my initial mold was unusable. I do not have $15 for each remake. I am not employed in the dental field, nor are most consumers- remakes seem like they would be common. The customer service rep was not the kindest regarding remakes.I was surprised that the company sent the first retainer to me, in the warped state that the front teeth appeared.I was informed that I would be issued no refund until I sent the poorly fitted retainer back to the company, and they would charge me additional shipping.I informed them that they had poor business/customer service practices and told them I would take legal action to receive a refund. I have decided since not to take legal action, hoping a report to the Better Business Bureau may suffice.It should be noted that they have reviews online, many positive, but some stating that they have poor customer service and charge unexpected, additional fees. Their claim that 100% satisfaction is guaranteed is not legitimate.I was very happy with my first order for a retainer from them years ago. This was a different experience. I would simply like my $152.15 and to work with a different company. I would urge them to be more cognizant of the fact that are making quite a bit of money cutting out dentists/dental assistants while putting the onus on the consumer to create a perfect mold.Thank you for your help.

  Business Response

  Date: 02/27/2024

  Dear ******,
  
  We sincerely apologize for the inconvenience you experienced with our product and refund process. We acknowledge that the upper retainer you received was not to our standards and are working hard to prevent this from occurring in the future. Your feedback is incredibly important to us, and we take this matter very seriously. 
  
  We want to assure you that we have thoroughly investigated the issue and your full refund for ****** was issued on February 14th. We also clarified in our email that we never ask customers within the US to pay to mail their product back for a refund. We always provide a complimentary printable return label sent via email. We have provided screenshots of the refunded payment as well as our email clarifying that customers do not have to pay to send their products back for refund. 
  
  If there is anything more we can do to address any lingering concerns, please feel free to reach out through email at *****************************. Your satisfaction and well-being are our top priorities.
  
  Once again, we apologize for any distress caused, and we genuinely appreciate your understanding.
  
  Sincerely,
  
  ******
  Owner, Sentinel Mouthguards

  Customer Answer

  Date: 02/27/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  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.

  I purchased a dental guard from Sentinel at the end of 2022 for $149.00. Sentinel shipped me a dental impression kit in November of 2022, and I recently returned my impression to them.Sentinel indicated that since I hadn't returned the impression within 6 months, they would not be sending me the dental guard that I purchased and they had discarded my impression. When I asked for a refund (less the cost of the plastic trays and **** used for the impression), they told me that they would not refund my money but that I could purchase an entirely new dental guard (even though I didn't receive the one I already paid for). In short, Sentinel has stated that they are going to keep all of my money without providing the service and product that I paid for.

  Business Response

  Date: 08/14/2023

  Dear ****,

  
  Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback, as it helps us enhance our services and ensure the best possible experience for all our customers.
  We understand your frustration regarding the completion of your order.
  However, it appears there might have been a misunderstanding regarding the timeline for returning the impression. As of now, it seems the order was placed in 2022, and unfortunately, due to our policy, we are unable to fulfill orders requested after 6 months from purchase. This policy is in place to ensure the accuracy of the impressions and the quality of the final product.

  
  Although we strive to accommodate our customers' needs, we kindly ask for your understanding in adhering to our policies. Customer satisfaction remains our utmost priority, and we are always here to assist you with any future orders or inquiries.
  
  Thank you for considering us, and we hope for the opportunity to serve you better in the future.

  
  Best regards,
  Sentinel Mouthguards
  

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20400091
  
  I am rejecting this response because:

  Sentinel's response does not address why they think it is acceptable to keep all of my money without providing any service or product in return. Simply a scam.

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