ComplaintsforDura Soft-Proliner

• Initial Complaint

  06/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of online purchase: April 21, 2022 Cost: $28.37 for product + $332 dental cost to repair dentures from damage caused by Dura Softproliner The product is falsely advertised as Being "soft" which it is not, and that it is "removable" which it is not.

  Business response

  06/27/2022

  This customer complaint should not be considered a complaint at all.  The customer ordered our product and incorrectly applied it to her dentures, without reading the instructions.  She then reached out to us about how to remove the denture reline.  We sent her the removal instructions, and she removed the liner and requested a refund.  We refunded her the product price plus shipping.  She then said she couldn't get the liner out and was going to see her dentist to have it removed and wanted us to pay for it.  I declined to pay to have it removed, because it was removable by her, if she would follow the instructions.  She took her dentures to the dentist and had the dentist reline her dentures and now wants us to pay for it.  Please read the dentists bill invoice.  It says nothing about removing our denture liner.  It only shows that they relined the denture.  Why is this customer complaint even allowed? All you need to do is read the dentist bill invoice and you will see that the customer is wanting us to pay for her professional denture reline done by her dentist.  Thanks, Mark.

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  1. Regarding invoice for reline from dentist.  I would not have needed a reline had I not used their product. 
  
  2. I was seeking comfort, hence purchase of Dura 'SOFT'-Proliner. It is NOT soft at all.
  
  3. Instructions for removal were followed.  However, once I began emails about not being able to remove product, the removal instructions changed. The instructions that came with kit (copy sent) say soak in bleach solution for THIRTY minutes. Instructions in email say soak OVERNIGHT. I did both, neither worked. 
  
  4. I have several emails pertaining to communication with the Business about the dislike of the product and what damage it caused. (PICTURES were provided showing damage).
  
  5. The damage shown in the pictures prove the denture could not be worn. 
  
  6. Fortunately, my dental office was kind enough to not charge for removing the Company's product. The denture had to be relined after sanding out the Dura Soft-ProLiner material. 
  
  If necessary, I will forward emails upon request. 
  
  Thank you
  ****** *********

  
  

*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. ↩