Crest Team Responds to Consumer about Crest Pro Health

Shelley, a visitor to this blog who also experienced tooth staining when using Crest Pro Health Mouth Rinse submitted a complaint to Proctor & Gamble and received a response back from them. Here is Shelley’s original letter of complaint, followed by the Crest Team’s response, followed by how that response made Shelley feel and my own comments.

Shelley’s Complaint to P&G

I purchased this Crest Pro Health Rinse. It was packaged with Crest White Strips, which I always buy. After a few weeks of use, I noticed brown in the spaces between my lower teeth. I did not know this was caused by the rinse and I have been flossing aggressively to get it out. I’ve never had this kind of problem before – I usually have nice white teeth. I found out that this may have been caused by the rinse and now I’m afraid to use any Crest products. I will see if my dentist can get this brown out of my lower teeth.

Crest Team’s Response

Thanks for contacting us.

I’m sorry to hear of your experience when using Crest Pro-Health Rinse. I appreciate the time you’ve taken to bring this to our attention and I’ve shared your report with our specialized representatives.We conducted comprehensive studies on Crest Pro-Health Rinse to prove its safety and effectiveness. The active ingredient in Crest Pro-Health Rinse, Cetylpyridinium chloride (CPC), has been recognized as safe and effective by an FDA advisory panel. The label meets current FDA standards.My Comment

Like all mouthwashes that effectively fight plaque and gingivitis, Crest Pro-Health Rinse can contribute to temporary, surface-level brown tooth discoloration, which is reported by a very small percentage of people. Less than one-tenth of 1% of people who have purchased Crest Pro-Health Rinse have raised this concern. In some people, tooth discoloration could actually be one indication your mouthwash is working. After it kills germs in your mouth, the dead germs could collect on the tooth surface and create the appearance of a brown stain. The discoloration could be exaggerated by many other factors, such as existing tartar on teeth, tobacco use, certain prescription medications, and/or drinking red wine, tea, or coffee. Brown tooth discoloration from use of mouthwashes that effectively fight plaque and gingivitis is not harmful. It is reversible – and largely preventable – through options like brushing with a power toothbrush and tartar-control/whitening toothpaste, flossing, and visiting the dentist regularly.

Since the amount of help I can offer via email is limited, I’m following up with you by postal mail. Please allow two to three weeks for delivery of my letter. For answers to medical questions, we recommend you speak with your doctor who will be able to give you the best advice.

Thanks again for getting in touch.

Crest Team

Shelley’s Comments

It almost makes it sound like it’s my fault.  I’m going to stop using Crest and P&G
products.  It sounds like a canned response and is very smug.  How about the statement
that discoloration is actually an indication that the mouthwash is working?

The Crest Team is careful when quoting statistics, claiming “Less than one-tenth of 1% of people who have purchased Crest Pro-Health Rinse have raised this concern.” They don’t say less than one-tenth of 1% of people who have used Crest Pro-Health Rinse experience this problem, they highlight only the small percentage of people who report it. Granted, they cannot possibly know how many people experience these problems if people are not reporting it, but I believe that many people who are having problems are not reporting it for one of the following reasons:

• They don’t realize that the mouthwash is the cause.
• They simply stop using the product and don’t report anything.
• Some consumers simply don’t file formal complaints – it’s like patrons who have a bad experience at a restaurant and decide never to eat there rather than complain to the manager.

The comment that the staining is “largely preventable – through options like brushing with a power toothbrush and tartar-control/whitening toothpaste, flossing, and visiting the dentist regularly” is baloney. I was doing all this at the time and it did not succeed in preventing the stains caused by Crest Pro Health Mouth Rinse. This is insulting to anyone who experienced this staining.

I’d like to see a controlled clinical study.

I also think P&G should be proactive in adding a warning label to the product regardless of whether the FDA requires it. It would demonstrate P&G’s commitment to its customers’ health and well being.