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Business Profile

Dental Equipment

3Shape

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Equipment.

Complaints

Customer Complaints Summary

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

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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:05/16/2025

    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.
    I am filing a complaint against 3Shape regarding a serious and unresolved issue with their software that has persisted for nearly two weeks. Despite paying an annual fee of $3,041.50 for access to the 3Shape software, I have been entirely unable to use it due to a failure on 3Shape's end to restore access.Issue Summary:- No Access for Two Weeks: For nearly two weeks, I have had no access to any of my work on the 3Shape software.- Repeated Failed Repairs: Despite escalating my case to various "tech support" teams, they keep repeating the same "repair" steps, which have proven completely ineffective.- Ineffective Solutions: 3Shape has sent me two dongles (USB devices intended to provide a license and access to the software), but this has not resolved the issue.- Missed Resolution Promises: 3Shape informed me that the issue would be resolved by May 14, yet I am still without access. My email on May 15 has gone unanswered, and I cannot reach anyone by phone.- Impact on My Business: My clients (dentists) and their patients are now complaining due to delayed crowns and dental work, and I have no estimated timeframe for a solution.- Financial Loss: I continue to pay a substantial annual fee for software access that I cannot use, causing financial harm to my business.Desired Resolution:I am requesting immediate action from 3Shape to provide:- Restoration of full access to the 3Shape software without further delays.- Compensation or a prorated refund for the time during which I have been unable to access the software.- A direct contact or support team to ensure a clear and effective resolution process.This situation has caused significant disruption to my business, financial losses, and damaged client relationships. I sincerely hope that 3Shape will take responsibility and work swiftly to resolve this matter.

  • Initial Complaint

    Date:01/24/2025

    Type:Order 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.
    We bought Chairside Dentistry System include 3shape Trios Scanner and design software and milling machine VHF Z4 only because it has Trusted connection with 3shape scanner and design software. Everything was working fine until one day , 3shape upgraded the their software and did so on our account without our consent. The claimed it is just improved but it actually different software that lead to stop the connection to the milling machine. We contacted VHF and they accurately stated that nothing changed on their end and the issue related to the new 3shape software installed and once the original 3shape software reinstalled the milling machine would work again.Our VHF Z4 machine has internal computer and therefore can not allow for dental cam 8 to be installed as per VHF. 3shape offering to export the *** file manually transfer it the milling machine that would require to use the milling machine software to do the nesting procedure which time consuming and does not allow the Chairside Dentistry the system was intended for.

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