Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:05/31/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Keto-Mojo Glucose meter has shown a questionable number on Glucose meter. I tested the device with a testing solution provided with the purchase. I used the testing solution the 1. time. It's expiration date is given as 2024-11-03 on the bottle. Keto Mojo stopped answering my requests for resoluion. The testing solution gives a range which should be between 96 -144. It tested for 74 which is clearly out of range. This proves the device is not working correctly. After I sent in all the data including pictures of all the numbers I didn't hear from them anymore. They stopped conversation and wrote that the control solution was expired which it isn't. (See above 3. line.) Exp. date of Glucose strips shows: 2024-12-17 shows that month is in the middle. So that proves that Glucose testing solution is expiring on 2024 Nov 03 which means it is not expired. I therefore wish a new unit or refund.Customer Answer
Date: 06/06/2024
Please close complaint as resolved. Thank youInitial Complaint
Date:06/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 have contacted the business multiple times with no response. I bought a blood glucose and ketone medical device that they suddenly discontinued. I have tried to get them to explain to me how Im to use my machine now that they have discontinued the products. I only bought this machine about three years ago. Last time I tried contacting them was last year. And I tried to file a complaint with them today and was unable to find anywhere to do so. Im unable to use my medical device due to this discontinuation. I feel scammed and worry that others who are purchasing this medical device will be scammed as well.
Business Response
Date: 06/20/2023
ID of ******** has been internally investigated, and this document has been completed by **************** Manager ******************************* on 6/19/2023
Timeline of Events
Ticket Started: 4/7/2022; Ticket Ended: 6/19/2023.
Gorgias: *************************************************************
4/7/2022: ***************** sent one email ************** from the email ******************** (18:06)
The customer provided the email address ********************
The customer unsubscribed from our emails.
The customer did not provide a first or last name.
The customer did not provide an order number.
The customer did not provide a shipping address.
The customer did not provide a phone number.
The customer has no Customer profile in our Shopify database.
The customer has no email, Website chat, phone call, or text history prior to 4/7/2022
Hello, I have contacted you guys a while back to find out about trading my old meter out for the newest model. Are the products for the old TD-**** model no longer available? Please let me know, as I only bought the meter a few years ago, and am feeling quite frustrated at the idea that it may be worthless at this point. Thank you for you time. Have a nice day.
The customer provided no further information.
6/19/2023: ******** emailed ************************
Hello *****,
Thank you for contacting us.
Can you let us know confirm information below for me to assist you? We will ensure you are able to complete the Trade up.
Full Name:
Shipping Address:
Phone #:
Email address:
The Glucose and Ketone test strips for the TD-**** meter model have been discontinued and we have transitioned to the new *** Meter with enhanced capability and better pricing on test strips. The good news is that we have a special offer for our valued customers with the older meter model. To make the transition easier for our customers, we are offering a special trade-up where you get the *** meter free by purchasing the *** Combo Glucose & Ketone Test Strips. Our mission is to reduce the cost of testing and make it more affordable for everyone, which we have achieved with the new *** meter.
Here's how it works:
- You pay $55.99 and receive a box of *** combo strips (60 *** ketone and 60 *** glucose strips). Ketone strips are only .80 per strip! Thats almost 20% less than the older model.
- You pay $9.95 and receive a pre-paid shipping envelope to recycle your older meter to a HIPAA-compliant recycling facility. This ensures that it does not end up in a landfill and protects your privacy.
- You will receive a FREE *** meter kit with an additional ten glucose and ketone strips each. A value of $44.99!
I've added the clickable link below for detailed instructions on how to trade in your older meter and trade up to the new Keto-Mojo *** meter: ********************************************************************
The *** meter includes state-of-the-art technology with lightning-fast and almost error-proof testing capabilities. No code key is needed for testing, and built-in Bluetooth functionality allows you to sync your meter to the FREE Keto-Mojo app for your phone, so you can easily track your progress. The new glucose and ketone strips are individually wrapped and require less blood. And to top it all off, weve reduced the price of the meter kit AND strips while adding more features and functionality!
Please let us know if you have any questions after you've reviewed the information in the link above.
The customer has not responded to our Customer Support email from ******************************** which includes our Trade-Up offer that helps and provides a resolution.Customer Answer
Date: 06/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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