ComplaintsforStarr Metals

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 10, 2022 I had a tooth pulled with a gold crown. The dentist gave me a self addressed and stamped envelope from Starr Metals and told me I could send them dental metals for money. I placed 7.3 grams of dental gold and **** grams of dental silver in the envelope and mailed it from a post box in Danville with my return address. I have photos. The envelope said I would receive payment in 3-4 weeks. I started calling them and leaving messages when no check arrived. It has been about 13 weeks now and I have not received any communication. My oral surgeon's secretary said that a representative from this company comes in every few months to get their dental metals. So, I must assume they are paying him. Thank you, *******************************

  Business response

  11/03/2022

  Starr Metals offers metal recycling services for dental offices in the greater ********************** and we have been in business for over 18 years.  Several years ago our dental clients asked if we would offer a service for their patients to mail in their dental scrap metal for reimbursement by mail.  We established a mailer service through the **** using their Business Reply Mail envelopes so that our clients could offer the envelopes to their patients.

  
  
  

  My understanding is that ***************** sent in her scrap metal using a mailer envelope that was given to her by Dr. ******** office and did not receive payment.  I also understand that she tried to contact our office several times without a response.  I did not know that ***************** was trying to reach us to inquire about her payment till I received a call from the **** consumers watch program.  We had an extended period of difficulty with the answering service that monitors our toll-free number.  Unfortunately, ***************** did not ask Dr. ******** office to call me directly on my cell phone, nor did she ask them to give her some assistance in this matter.  Instead, she reached out to BBB and **** assuming wrong doing on our part.

  
  
  

  We never received the scrap material that ***************** says that she mailed in to us.  We receive hundreds of mailer envelopes from our clients and we rarely have a problem with the **** mail service.  When there is a problem weve made it our policy to estimate the value of what was submitted so that we can compensate the patient with a payment. This is unheard of in the industry and is a reflection of our commitment to providing excellent service and better business practices.  

  
  
  

  Ive written an email of apology to ***************** (see below) for the frustration and stress that she experienced.  And I also extended my sympathy and regret that her materials were never received.  A check payment for $157.68 was sent to her and the matter was closed with **** Consumers Watch.

  
  
  

  ***************** was not satisfied with an explanation, an apology and a payment (of materials that were never received!).  Ms ******** response to my email in which she has pursued this matter with claims of our dishonest business practices is copied below.   We have absolutely NOT been dishonest. It I was unfortunate that she did not receive a response when trying to contact us. If she had called my cell phone I would have been able to respond sooner, but as soon as I found out that there was a problem I reached out to her to let her know that we would take care of her AND we paid her for metals that we never received.

  Customer response

  11/04/2022

   
  Complaint: 17752385
  
  I am rejecting this response because: Ms. **********************'s response contains lies. I informed her that I did contact ********************************* office after not receving payment after one month. *****, in ********************************* office, told me they had no phone number for Starr Metals other than the one on the Starf Metal website that I had been calling. She said that a representative comes to pickup dental metals apporximately every 3 months and they do not know in advance when that will occur. Furthermore, I left messages on that phone number for approximately 4 months. Trouble with their answering service was left uncorrected for 4 months? In her letter to me she stated she had been away for 2 months now she says the answering serivce was out of order for 4 months. And suddenly when KPIX TV consumer assistance called her answering service it worked immediately? Furthermore, as I informed her, I filled out a form on the ********************** Metal website to request an in person appointment and never got a response either. As you well know, Ms. ********************** ingnored your first 2 contacts until KPIX contacted her. In summary, Ms. ********************** claims her answering service didn't work for 4 months, her website appoinment form some how never got to her/lso did not work, ********************************* office was responsible and had her cell phone number of course they are not responsible and and did not have her cell phone number, and perhaps, she never recieived your first 2 contacts as well since she did not respond unyil KPIX got involvrd? If KPIX had  not contacted her she never would have contacted you. She told KPIX by phone and email she did not want to be on TV and she did so immediately. Ms. ********************** will still be answering to the *********** Attorney General, Contra Costa County ************** AAUW and ***** I sincerely hope I have accomplished what I set out to do and that is to stop her from scamming people. By the way, I informed Ms. ********************** that I have donated the money she sent to a Buddhist ccause in the hopes that she finds a honest and better path for her life. This was not about money for me it was about protecting people. 
  
  Sincerely and thank you for the work you do, *****************************
  
  *******************************

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