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Business Profile

Computer Software

Henry Schein One

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 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:03/18/2025

    Type:Billing 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 being falsely billed for a subscription service. Henry Schein One is billing me for 2 subscriptions instead of one. This is false billing. Other invoices show more billing issues. This is becoming an ongoing problem. This is becoming stealing!!! They only allow automated billing via a stored credit card. No paper invoices are being sent out. They are billing incorrectly and hoping that I don't catch the overbilling on my credit card statement!!

  • Initial Complaint

    Date:04/10/2023

    Type:Product Issues
    Status:
    Answered
    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 was sold software which was missing imperative features. The disclosure of these missing features was not made until an initial financial investment was made. Once we discovered all of the missing features of the software we were forced to fill in the gaps with other third party software at an additional expense to my company. The business is not willing to offer me a complete refund on the product despite the fact that I cannot use the software and have not been using the software since the product was officially "launched". We notified the company of our inability to use the product and they only offered us a partial refund. Unfortunately we notified the business of our displeasure and refusal to accept their offer and nobody has returned my phone calls or email correspondence. I have lost a significant amount of money due to the company's failure to disclose all of the features or lack of features of the product. I have incurred additional expenses in the form of HR and staff training that were not necessary as well as IT support and expenses to launch a product which we cannot use. Nobody from the company has been able to assist me in obtaining a complete refund for a product that I cannot and have not been able to use. Please help me and my company obtain some resolution on this matter. Thank you!

    Business Response

    Date: 04/17/2023

    We are and have been in contact with the doctor regarding his dispute.

    Customer Answer

    Date: 04/17/2023

     
    Complaint: 19917670

    I am rejecting this response because:
    It does not provided an add whats solution to the matter. 


    Sincerely,

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

    Business Response

    Date: 04/19/2023

    As a gesture of goodfaith, we have approved to accept a return of the doctors initial Enterprise licensing costs and all unused items since his 9/1/21 purchase.     

    Customer Answer

    Date: 04/20/2023

     
    Complaint: 19917670

    I am rejecting this response because:
    The return amount does not correspond accurately to a full refund for the amount that was paid for these services. I would like a complete refund for the product and all associated costs incurred to launch the software. The business only offered me half of the value of the investment. 

    Sincerely,

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

    Business Response

    Date: 05/01/2023

    We respectfully disagree with Dr ********* assertions. We have offered a refund for all product and licensing costs, and all unused services. Also, we have added a credit for a portion of the technical services that were completed for *******************, to close out the request (see $8500 for ************ Services included in the total offer below).
    The total charged to ******************* for this project was $46,711.33.  We have offered a refund of $36,790.30. We have done our due diligence in supporting the implementation and, while we respect his choice to remove the product, a portion of the money he paid has been used to provide non-refundable conversion and training services. 
    Below is the breakdown of credits offered:

    Credits offered to original 9/1/2021 Enterprise order:
    $7,250.00 Dentrix ********************* License
    ********************************* Enterprise User License
    ******************************** *************** Conversion - unused
    $1,125.00 Dentrix Enterprise Workflow Analysis 9 hours unused @ $125.00/hr
    $8,500.00 *********** Services - used
    Subtotal - $33,695.00 + $2,232.30 (taxes) = $35,927.30

    5/4/2022 Dentrix conversion order S2437850
    $863.00 Dentrix Document Conversion - unused
    Subtotal - $863.00

    Total return amount - $36,790.30

Henry Schein One is NOT a BBB Accredited Business.

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