ComplaintsforJaquish Biomedical

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this item at the very end of 2020. It sat unopened for over two years due to the fact that I had shoulder surgery. I noticed almost immediately (after only using it for a few weeks) that the white band started to fray and slowly come apart in stripes. All of the bands seems to be falling apart in one way or another. I actually think this may be due to rubbing against the base plate. There is rubber or plastic protector around the edges of the metal, but it seems there is a gap on both sides. I understand there is a limited warranty on this, but considering the limit use it has had I would expect it to be a lot more durable. I reached out and sent photos but was told the item was no longer covered under warranty. It unfortunate since I really like the product, but am very unhappy how short a time it has lasted. I would like to have someone to contact me to possibly discuss any options that are available.

  Business response

  06/20/2023

  As per our Warranty Policy which is publicly posted on our site, the warranty on the bands extends to one year from the date the recipient receives the product, and all claims must be made within this time period. It is the responsibility of the customer to examine their equipment upon receipt and notify us in the event of any defects.
  
  Since the customer is two years past the end of their warranty period on the bands, they are welcome to send us photos of their band so we can evaluate and determine if the band is still safe to use. If the band is no longer safe to use we can provide a link to order a new band for only $21.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This product is horrible it takes two people to get it to work right 600 for rubber bands that you cant adjust is ridiculous when buying this you cant find a way to get your money back on the website they hide the info. I had to pay 160$ to return it to make it was there and on time terrible product and customer service

  Business response

  05/09/2022

  We have a 30-day return policy which is viewable from every page on our website including all pages of checkout: https://www.jaquishbiomedical.com/return-policy/. The policy states that "You will be responsible for paying for your own shipping costs for returning your item." A full refund is always given for all orders that are returned in accordance with this return policy. 

   

  The customer requested to return the product and return instructions were provided. The customer voluntarily elected to pay extra to have the return overnighted to us, though we had not instructed him to do so. 

  Customer response

  05/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9, 2022, I purchased a X3 Bar workout system with resistive band from Jaquish Biomedical's website. Company is located in ***********, **. The X3 bar system with carrying bag and taxes was $632.17. Within couple of weeks of using it, I noticed coupe of defects in the bar and in the ground plate that came with the system. I emailed the company's support staff with the pictures to show the defects. Company acknowledged the defects and agreed to replace it. However, I didn't want to replace the defective products, I just wanted return it. At that point the company support staff told me that I had to ship the defective product back to them at my expense. I think it is totally unfair to consumer to have to pay for shipping of a defective product returned the company. Furthermore, in their refund/return policy and/or in their warranty webpage, it DOES NOT SAY that if the product is defective, still the purchaser will be responsible to pay the return shipping charges. I would like t file a complaint against Jaquish Biomedical *** for unfair, deceiving business practices and possible unlawful returns practices for defective items shipped to the customer. I will appreciate any support from the BBB to resolve this issue such that I I can return the defective system without having to pay for shipping and still get full return based on the company policy. Thank you for your support and look forward to hearing from you soon.here is the website for return: https://www.jaquishbiomedical.com/return-policy/ here is the website for warranty: https://www.jaquishbiomedical.com/return-policy/#return-shipping

  Business response

  04/22/2022

  As per our warranty policy "the purchasers sole and exclusive remedy is for Jaquish Biomedical to, at Jaquish Biomedicals discretion either replace or repair the defective or malfunctioning equipment or component". When we were notified that the customer was experiencing a defect we immediately offered to issue replacements for the defective components in accordance with our warranty policy. The customer rejected our offer stating that they wanted to exchange the product for a product of a different value as well as return an item they received which was not defective.
  
  We informed them that we were unable to offer an exchange for a different and more costly product but that we were still happy to offer replacements for the defective components. They declined this offer and elected to return the entire order including the non-defective items. As our return policy clearly states (https://www.jaquishbiomedical.com/return-policy/), the customer is responsible for paying their own shipping costs for returning any items.

  The customer has since returned all the items they ordered and a full refund was issued for all items.

  Customer response

  04/22/2022

  I am rejecting this response because: They did not address the principal issue of not paying for the return shipment of the defective product. If I relieve defective product then I should have full right to return it and not have to pay for the return shipment. 

  Replacement does not guarantee me that I will have better experience AND I don't want to do business with a company that can not even provide quality product for high premium; therefore customer must have another option to simply return the product. Furthermore, the policy that they mentioned is not easily found on their website either. The website does not address anything about returning defective product and customer being responsible for the shipment. The only way customer would find out that they have to pay for the shipment is when they decide to return the defective product. 

  The company is conducting unethical business practices, including this issue and that the owner is not really a medical doctor but portraying himself as a doctor. I would like to request BBB to look into the shady business practices of this Jaquish Biomedical. Thank you. 

  Business response

  04/22/2022

  A full refund for all products has already been issued. There are no further actions that can be taken as we cannot issue a refund that is greater than the amount initially collected. 

*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. ↩