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:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My name is ******* ******, and I reside in **********. I am contacting you because I made a cosmetic purchase for prosthetic teeth from *** Denture located in ************ ** in August of 2023. We are now in December of 2024, and I have yet received a completed product. It has been 16 months of on going back and forth due to being done incorrectly and not fitting properly. Further investigation on my behalf, I found that on BBB he has numerous complaints of the same. He is not experienced in making dentures at all, he is scamming people of money and not able to provide what he falsely advertises on his website. On his website, he states that the whole process will take 4-6 weeks and that is not what I have experienced. I have requested a full refund in which he denies me and proceeds to say he can fix the issue and has yet to do so. I am reaching out to report this issue due to false advertising. I am including from the website where it states the process and my receipt. I am requesting a full refund immediately.

  Business Response

  Date: 12/27/2024

  
  
  Response to BBB Complaint
  From: *** Denture Lab
  Case Reference: ******* ******
  
  
  I take all customer concerns seriously and strive to deliver quality dentures while maintaining clear and open communication. However, I must address the inaccuracies and unfair claims in this complaint.
  
  
  The customer began the *** ********************** process with me in August 2023. Over the past 16 months, I have crafted and delivered three sets of dentures, each based on her specific feedback. Ive gone to great lengths to accommodate her preferences, including sending the most recent set to an external laboratory for a custom gum shade adjustment, as per her request.
  
  
  The current delay is due to the external lab being closed for the holidays, which is entirely outside my control. Once the lab reopens and completes the adjustments, the finished denture will be mailed to her immediately. This is a custom product requiring specialized work, and I am doing everything within my power to ensure she receives it as soon as possible.
  
  
  I must also firmly reject the claim that I am a scammer. ******** do not provide their personal phone numbers for direct communication. This customer has had my personal number throughout this process and has been free to text or call me at any time. I have worked tirelessly to communicate with her, address her concerns, and resolve any issues, often going beyond what is required. For her to make such an accusation is not only untrue but deeply unfair.
  
  
  Additionally, the allegation of false advertising is incorrect. My website clearly states that the standard process for dentures takes 46 weeks under normal circumstances. This timeframe does not apply to cases requiring multiple remakes or specialized customizations, such as hers.
  
  
  Finally, regarding the refund request, I must respectfully decline. Custom dentures are non-refundable due to the extensive time, materials, and labor required to create them. This was clearly communicated at the time of purchase, and the customer agreed to these terms.
  
  
  In conclusion, I have fulfilled my obligations as a professional, including creating multiple dentures to accommodate this customers requests, maintaining open communication, and sending the final product for specialized adjustments. Once the external lab completes the current customization, the denture will be mailed to her promptly. This will be my only response to this complaint, as I have gone above and beyond to resolve this matter fairly and professionally.
  
  
  Sincerely,
  *** Denture Lab
  
  
  
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22698044
  
  I am rejecting this response because:
  I have went beyond to even go get my dentures wax and bite with another technician that is located in ********** and sent them to ** dentures to make the process easy and yet still the dentures were badly made. The point in hand is that you dont know how to make ************************ The remake of the dentures was because the lack of. Also sending me dentures with black gums that dont even match my gum color. Errors made by ** ************************ Having to wait over a year for dentures its absurd. In the process of him making my dentures, I went to a dental office in ********** in dec of 2023 and got my dentures from them in 4 weeks. There is absolutely no reason at all that I have to wait this long for poor fitting dentures over and over again! I want my refund. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/03/2024

  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.

  In December I ordered a set of premium dentures from this individual company. It has now been 6 months since I placed and paid my order for $2.580 ****** through ***** Pay. I was sent materials for dentures molds which did used and sent back. Every time this individual has sent me dentures it has been a joke since no dentures has fitted even close (pictures available) I finally sent him a message requesting a complete refund but the *** said he has spent time and money in materials and he could only refund $1000 back to me and that it would take 60 days to refund that money.This individual is not skill enough no be offering a product which he cannot deliver. Since I was not able to wait any longer for the dentures, I was force to go to a local provider and spent additional money on dentures. I went as far as making a copy of the mold for the new dentures (pictures available) so he could make a copy but not even that help since what he sent back did not fit at all eve though he had a denture copy to work with. I am requesting a full refund immediately!

  Business Response

  Date: 10/13/2024

  ***** ******
  Jo's Denture Lab
  PO Box 19130
  *************** 52409
  October 13, 2024
  **** ********
  *******************************************************************
  Better Business Bureau
  Subject: Response to Complaint ID: ******** by Zulamit *******
  Dear **** ********,
  Thank you for providing the opportunity to respond to this complaint. At Jo's Denture Lab, I pride myself on delivering high-quality *** denture services to my clients, with a focus on personalization and patient involvement throughout the process. I am committed to ensuring customer satisfaction while also being transparent about the nature of my services.
  Addressing the Complaint:
  The *** dentures I provide require active and detailed communication from the client to achieve the best possible result. This includes specific steps such as wax try-ins, bite registration, and adjustments. It was communicated to Ms. ******* from the beginning that her input and involvement would be critical during key stages, and her approval would guide the progression to the final product.
  Ms. ******* agreed with the preliminary wax try-in and authorized me to proceed with the final dentures. At no point were concerns regarding the fit raised until after the dentures were completed and shipped. It is also important to note that two full sets of dentures were crafted for her, totaling approximately 120 hours of labor, each using high-quality materials. Despite my best efforts and having followed all agreed-upon steps, Ms. ******* ultimately decided she was unhappy with the final product and requested a full refund.
  My company policy reflects the considerable labor and material costs involved in producing customized dentures. The cost of materials, labor, and the involvement of multiple steps cannot be refunded entirely, as these expenses have already been incurred. In the spirit of good customer service, I have offered Ms. ******* a partial refund of $1,000, taking into account the substantial resources that went into fulfilling her order. This amount was offered as a gesture of goodwill, despite the fact that the *** nature of the product inherently relies on the client to provide accurate impressions and feedback throughout.
  Business Nature and Expectations:
  The process of creating a denture is comparable to creating a custom piece of art or building a homeboth the artist and builder invest time, expertise, and materials into the project. It is unfair to demand a full refund for custom-made work when all agreed-upon steps have been followed and significant effort has been invested. While I understand the frustration of not receiving the desired outcome, it is also critical to understand that custom projects come with a shared responsibility between both parties.
  My intention has always been to create dentures that fit comfortably and meet the customers needs. However, when crucial information or communication is lacking during critical steps, it becomes very difficult to ensure the final product will meet expectations. Jo's Denture Lab is a service that interprets the information provided by clients, and I deliver my work based on that information.
  Conclusion:
  I stand by the quality of my work and the level of service provided. The partial refund of $1,000 remains available to Ms. ******** I have also communicated the refund timeline to her in good faith, given the costs already incurred.
  I am proud of the services I offer and the quality of my dentures. Jo's Denture Lab has helped numerous individuals achieve great results, and I strive to be transparent and supportive throughout the entire process. My clients' satisfaction is my utmost priority, and I encourage any future customers to fully engage in each step of the denture-making process to achieve the best outcome.
  Thank you for allowing me to provide my perspective. I am happy to cooperate further to resolve this issue professionally.
  Sincerely,
  ***** ******
  Jo's Denture Lab

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22374837
  
  I am rejecting this response because:

  not at any time did agreed to any of the wax try ins this denture lab sent me. I followed the few instructions he gave me to the letter. I also sent him an COPY of a well fitting denture and he was not even able to replicate the denture I sent.  Not even once I received a denture that was even close to a decent fitting for $2.580 is a very good amount of money and this denture lab is ripping people off. This guy has no regard for the gullible customers who put their trust on him. Not excuses given are acceptable, if you offer a good product, you stand behind it and he has not done that.   I would caution other possible customers to run away from this guy and his lab. Hes offering me $1.000 when I paid in full for a product he did not fabricate correctly. He owes me the complete amount I paid for dentures which I do not have. The expenses he incurred on fabricating a BAD product are not of my concern. I did not paid for dentures to look like Dracula. Please see pictures attached. I am not crazy to agreed with such try ins or dentures which are a monstrosity.
  
  
  Sincerely,
  
  Zulamit *******

  Business Response

  Date: 10/25/2024

  
  
  
  ***** ******
  Jo's Denture Lab
  PO Box 19130
  **********************
  October 25, 2024
  **** ********
  *******************************************************************
  Better Business Bureau
  Subject: Response to Complaint ID: ******** by Zulamit *******
  Dear **** ********,
  Thank you for allowing me to respond once more. I would like to address Ms. ******** concerns and clarify the nature of my services and the circumstances surrounding this situation.
  Response to Ms. ******** Rejection
  Ms. ********* response suggests that she was not satisfied with the dentures provided. I want to emphasize that creating custom DIY dentures inherently requires active and detailed involvement from the client. As a ************ the clients input is essential for ensuring a proper fit. The impression and feedback process is crucial because the final product depends directly on the quality of the impressions and information provided by the client. This was communicated clearly throughout our interactions.
  Regarding the Wax Try-Ins and Denture Copies
  Contrary to Ms. ******** statement, the wax try-in was sent specifically to allow her to check the fit, alignment, and aesthetics before the final denture was crafted. It serves as a critical step to identify any adjustments that may be needed. Although she now expresses dissatisfaction with the try-ins, there was no objection raised at the time, which led me to proceed based on her approval.
  Regarding the copy of her existing denture, while I used it as a reference, it is important to understand that duplicating a denture exactly, especially in a DIY process, is not always feasible without a full in-person clinical setting. Despite the constraints, I did my best to replicate the fit while considering the limitations of working remotely and relying on the information provided.
  The Refund Offer
  The offer of a $1,000 refund was made in good faith, considering the time, labor, and materials already invested. Custom dentures involve considerable work, and offering a full refund would not reflect the efforts made to meet Ms. ********* needs. I stand by my offer as a fair resolution to the situation, considering that two sets of dentures were created, totaling over 120 hours of labor and significant material costs.
  Moving Forward
  My goal has always been to provide quality denture services and work collaboratively with my clients. I understand Ms. ********* frustration, but it is important to recognize the shared responsibility in a *********** where the client's involvement and feedback play a crucial role in the final outcome.
  The partial refund offer of $1,000 remains available as a resolution. I hope this offer demonstrates my commitment to addressing her concerns fairly. I am also open to discussing any additional steps that may help resolve this matter amicably.
  Thank you for considering my response. I look forward to your guidance on how we can close this case professionally.
  Sincerely,
  ***** ******
  Jo's Denture Lab
  
  
  

  Business Response

  Date: 10/28/2024

  ***** ******
  Jo's Denture Lab
  PO Box 19130
  ************, ** 52409
  October 25, 2024
  **** ********
  ***************************************************************
  Better Business Bureau
  Subject: Response to Complaint ID: ******** by Zulamit *******
  Dear **** ********,
  Thank you for allowing me to respond once more. I would like to address Ms. ******** concerns and clarify the nature of my services and the circumstances surrounding this situation.
  Response to Ms. ******** Rejection
  Ms. ********* response suggests that she was not satisfied with the dentures provided. I want to emphasize that creating custom DIY dentures inherently requires active and detailed involvement from the client. As a ************ the clients input is essential for ensuring a proper fit. The impression and feedback process is crucial because the final product depends directly on the quality of the impressions and information provided by the client. This was communicated clearly throughout our interactions.
  Regarding the Wax Try-Ins and Denture Copies
  Contrary to Ms. ******** statement, the wax try-in was sent specifically to allow her to check the fit, alignment, and aesthetics before the final denture was crafted. It serves as a critical step to identify any adjustments that may be needed. Although she now expresses dissatisfaction with the try-ins, there was no objection raised at the time, which led me to proceed based on her approval.
  Regarding the copy of her existing denture, while I used it as a reference, it is important to understand that duplicating a denture exactly, especially in a DIY process, is not always feasible without a full in-person clinical setting. Despite the constraints, I did my best to replicate the fit while considering the limitations of working remotely and relying on the information provided.
  The Refund Offer
  The offer of a $1,000 refund was made in good faith, considering the time, labor, and materials already invested. Custom dentures involve considerable work, and offering a full refund would not reflect the efforts made to meet Ms. ********* needs. I stand by my offer as a fair resolution to the situation, considering that two sets of dentures were created, totaling over 120 hours of labor and significant material costs.
  Moving Forward
  My goal has always been to provide quality denture services and work collaboratively with my clients. I understand Ms. ********* frustration, but it is important to recognize the shared responsibility in a *********** where the client's involvement and feedback play a crucial role in the final outcome.
  The partial refund offer of $1,000 remains available as a resolution. I hope this offer demonstrates my commitment to addressing her concerns fairly. I am also open to discussing any additional steps that may help resolve this matter amicably.
  Thank you for considering my response. I look forward to your guidance on how we can close this case professionally.
  Sincerely,
  ***** ******
  Jo's Denture Lab

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22374837
  
  I am rejecting this response because:

  I never agreed on any try blocks you sent to me. Since the beginning I made you aware of the bad fitting for the dentures to which did not seem to care since you keep sending different try blocks. The pictures are there to proof how bad and expensive of a service you are providing. I would like at least $2000 refunded to me, theres no way you spent $1500 on material for a bad fitting dentures.
  
  Sincerely,
  
  Zulamit *******

• Initial Complaint

  Date:07/29/2022

  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 ordered a set of dentures through this individuals online service in July 6 2021 I ordered the the "rush my service" for an additional fee ($250) it should have taken at most 2 months according to the companies site with this additional fee. It has now been a year and after waiting a month after sending back the second set of ill fitting wax try ins and not hearing back from him at all I requested a full refund which he agreed to. The total amount being $2275.00 This whole process has taken too long and he had next to zero communication with me during the year its been since I placed my order and listened to none of my concerns. After speaking with him through ******** messenger yesterday he begged me not to ask for the refund and claimed he had no control over his ******** page nor his website during the previous year and that he had gotten rid of the individual who had control of those pages and also stated that he does not currently have any control or access to his own business web site which seems strange to me and puts all his customers personal info financial and otherwise in someone else's hands. He agreed to give me a refund then today I receive a set of completed dentures in the mail with a note stating that this is my "final process" and these are my completed dentures. They do not fit at all, it is ridiculous, my lips are an inch or more apart and I can not close my mouth at all with them in. I will attach screenshots of him agreeing to give me the refund as well as photos of the ill fitting dentures he ended up sending me. He is also now ignoring me on messenger.I would like to receive the full refund he agreed to give me yesterday in our communication. I think its underhanded for him to agree to that then try to send me a "final" product that does not even fit me correctly and keeping my money. I thank you in advance for any help you can give me in this matter.

  Business Response

  Date: 08/07/2022

  As you may know, Paypal has already rejected your request for a refund due to their 180 days return policy. Jos Denture Lab, along with most other businesses have this policy or similar in effect. I have tried to work and communicate with you to resolve this issue,even offering you how much you paid of store credit as a kind courtesy, which the offer still stands if you'd like to complete your steps. I will not be issuing a refund due to the policy. If any emails went unnoticed, I apologize as they may have gone to a junk folder, but I encourage you to reach out to me how you originally did (and my preferred method) which is through ******** messenger.  so we continue to work on you case.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17634524
  
  I am rejecting this response because: He promised to refund me already then went and took that back and instead sent me dentures that will not fit me at all. It is under handed of this business to do both of these things. He also stopped any communication with me so there is no cooperation with me at all anymore. If the refund he promised me isn't given my next step is to take him to court and *** for what he already in writing agreed to refund me. 

  He did not honor his businesses own policies and took 10+ months longer than it should have to provide me with a real workable product. I just want the refund he already promised me.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 08/15/2022

  The point of my business is to provide people with the supplies they need to help with the process of making a denture. There are steps that need to be followed of sending the denture back  and forth during each phase. The customer needs to be responsible and send the denture back for a adjustment  if something is wrong. I fix any issues if the denture isn't a perfect fit, and that's a common thing that happens in Dental offices too, adjustments are a normal part of this. 
  I tried my best to work with this customer, begged and pleaded with her to send back the product she was unhappy with for me to fix it, but she  kept it to long I even offered store credit, to start the whole process over. For her to demand a refund more than a YEAR after she failed to send back the product she was unhappy with so I could fix it, is absurd! Every company has some type of return/refund policy in place, mine happens to be 180 days, which is generous. 
  Bottom line: It's been over a year since she failed to complete the steps and now she's demanding a refund. I have been more then generous to offer store credit if she would like to try again and follow the steps correctly, this time.
  

• Initial Complaint

  Date:06/28/2022

  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.

  I purchased an upper denture plate for the amount of $690.00 from **** Denture Lab on February 20, 2021. Over the course of 7 months, I was sent numerous unworkable materials, no instructions, someone else's teeth by mistake, and excuses. On September 21, 2021, I requested a refund due to **** Dentures not delivering the services that they advertise they do and that I paid for. ***************************/**** Dentures agreed to the refund and asked that I give him 20 business days. I agreed.On October 15, 2021, I contacted again because I did not receive the refund. ***** said that he had a death in the family. I agreed to give ***** 10 more days.October 26, 2021, I contacted ***** because I had still not received refund. No response October 29, 2021. I contacted ***** again because I still had not received refund. His exact response was "sorry I'm trying to make the money. I let you know. ** for being patient"November 2, 2021. I contacted ***** again because I still had not received the refund. In this message I stated that I was giving him a final date of November 16, 2021 to refund the entire amount of $690.00.A demand letter was sent out on May 2, 2022 by **** with a signature confirmation to ensure delivery with a final date of June 13, 2022 to make the complete refund payment or matters will go into the court system. The letter was confirmed delivery by signature.I have heard nothing from ***********************/**** Dentures. I would like to request a full refund of $690.00 paid by check. I have many more photos of proof of conversations that took place between **************** and myself if needed.

  Business Response

  Date: 07/14/2022

  Our intention is to create your best smile possible while having good communication flow. Whatever happened a year ago may have been a misunderstanding or miscommunication due to work overload and having an assistant handle the logistics for me, and if that's the case, I apologize. I think if we work together we can start over and make you the smile you deserve. 

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17463830
  
  I am rejecting this response because: I am requesting a refund for the full amount of $690.00 as you already agreed to do. I do not want to waste my time for another year trying the **************** again. Everything about my experience with you was unacceptable. Please refund the total amount.  
  
  Sincerely,
  
  *******************@ *******

  Business Response

  Date: 08/03/2022

  I would like to work with you and give you that beautiful smile that you want. At this time a complete refund is not an option since I was not aware of things that were happening. Since I have sent you all the materials that you will need to complete them I would be willing to do a partial refund the cost of my materials. Are not free. 

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17463830
  
  I am rejecting this response because: This is not acceptable. You were/are completely aware of everything that took place and I have the text messages to prove it. You were the one communicating with me all along. There was only one message from your assistant, the rest were from you. The message stating that you agreed to a full refund is from you. You already agreed to a full refund but have not done it. I do not understand why you are doing this. You took my money and did not complete anything. The process, time and materials were/are unacceptable. This is bad business. You have already agreed to a full refund per your text messages and I would like you to follow thru with it. I do not wish to give you a 4th chance, we have already tried that multiple times. Please refund the full amount of $690.00. Thank you. I have a full record of all conversations that took place between you and I and I can provide them if needed. 
  
  Sincerely,
  
  *******************@ *******

  Customer Answer

  Date: 08/04/2022

  Complaint: 17463830
  
  I am rejecting this response because: This is not acceptable. You were/are completely aware of everything that took place and I have the text messages to prove it. You were the one communicating with me all along. There was only one message from your assistant, the rest were from you. The message stating that you agreed to a full refund is from you. You already agreed to a full refund but have not done it. I do not understand why you are doing this. You took my money and did not complete anything. The process, time and materials were/are unacceptable. This is bad business. You have already agreed to a full refund per your text messages and I would like you to follow thru with it. I do not wish to give you a 4th chance, we have already tried that multiple times. Please refund the full amount of $690.00. Thank you. I have a full record of all conversations that took place between you and I and I can provide them if needed. 
  
  Sincerely,
  
  *******************@ *******