ComplaintsforAva Science Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the *** womens fertility bracelet. I purchased the extra option to get a refund if you try for a year and do not conceive. I reached out to customer service a week to early and they responded I needed to wait for a week before I reached back out for my refund. I have since contacted them over 14 times and no response. I just want my refund!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered an Ava ******** on June 17. I paid 255.13$. I received an order confirmation through email and later that day I received a shipping confirmation the same day. The tracking for the shipping confirmation has remained the same which is label created, **** awaiting packing. I sent a customer service inquiry June 26, July 9, and June 12. I get the same message back every time about restructuring or it taking longer than usual to answer customer inquiries. I asked for an update or info regarding my order or a refund so that I could reorder. I have yet to receive helpful communication from the company. I believe the product is probably a good product, but am incredibly disappointed by customer service. I paid a significant amount of money and have received no product or information regarding my purchase. I just want to receive the product that I purchased.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this product and it is completely ineffective. It was purchased for over ****** and Ive been trying to reach out to customer service for weeks to just get passed around or ignored. This product is clearly defective. Im asking to return with the company paying the cost due to their inability to give a good product and disclose it doesnt work on their app and they wont help.

  Business response

  09/18/2023

  The customer has already received a full refund and received notification of refund. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bracelet under their 6 month guarantee. I have been trying to return it for my money back under this guarantee for nearly a month. Nobody from customer service will respond to me. I have reached out on 3 separate occasions with no resolution. Only excuses that they are restructuring their customer support team.

  Business response

  06/15/2023

  Hello,

  Per policy, the data has to be reviewed prior to a refund being issued for a 6-month guarantee to confirm eligibility. The data was reviewed and a refund was issued to the original form of payment 8 days ago. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered Ava ********* bracelet on 5/1/23 and paid $307.18. The order arrived promptly. The bracelet was supposed to collect biometrics data overnight for at least four hours to predict a ********* window. However, it couldnt hold the charge for longer than about 1.5 hrs while collecting data, and as a result no data was available, and I kept receiving the ***************** I contacted customer support on 5/6/23 and heard back on 5/8 with some troubleshooting suggestions. I followed the instructions but the bracelet still didnt work. I replied back as instructed but received no response. I filed another request for support on 5/12, asking for refund or replacement of this clearly malfunctioning device. I received no reply. In summary, the device was malfunctioning from the start, never collected any data or in fact did anything but buzz and flash lights, and the company completely ignored my inquiries.

  Business response

  05/18/2023

  Hi BBB,
  
  Due to an overwhelming influx of inquiries we were not able to respond to the customer in a timely manner. We already replied to her and provided her a free replacement. We kindly ask you to close this matter as the issue was already resolved. 
  
  Thank you!
  
  Ava Customer Success

  Customer response

  05/18/2023

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to *** ******** service. I informed ******** service the watch fell apart & provided pictures. The ******** service rep. ***** informed me via email on April 14,2023 at 11:23am est. that another watch will be ******** just need to confirm my mailing address. I confirmed & now I have not heard anything back from the ******** service rep. I have tried to submit another complaint on the *** website, the company has restricted me. I don't understand why people/companies do not just do the right thing. I have copied & pasted the email the rep. sent me on April 14. 2023 at 11:23am. I have just removed my physical address."Hi *******,Thank you for contacting **!We are sorry to hear that the strap of your *** ******** fell off. Upon checking, we have noticed that your *** ******** is already outside of warranty but we will make a one-time exception for you. Let's get that sorted out for you straightaway by sending you a free replacement.Before we proceed, kindly confirm if your shipping address below is still updated.(?removed)********** ** ***** ************* We will be looking forward to your reply.Kind regards,************** Customer Success."

  Business response

  05/12/2023

  Hi BBB,

  Due to an overwhelming influx of inquiries we were not able to respond to the customer in a timely manner. However, we already replied to her on April 29 and provided her a free replacement. We kindly ask you to close this matter as the issue was already resolved. 

  Thank you!

  Ava Customer Success

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have an Ava ******** that was sparingly used for only 3 months and it basically "fell apart" - 2 metal pieces have no longer adhered to the back case/contact point. These metal pieces are one (1) round metal piece and one (1) ring metal piece. With such low usage and for a medical device to fall apart like this is unacceptable. Not to mention the money we have spent on it.

  Business response

  12/23/2022

  On Mon, 5 Dec at 2:02 PM , ******************** <********************> wrote:

  Hi BBB,

   

  Thank you for reaching out to us and we will be more than happy to look into this issue. 

  Unfortunately, we cannot find any customer that matches the information that you provided. 

  Can you please reach out to the customer and then provide us with the order number or the full name and email address of the person who purchased the Ava ******** so we can review the order and the case? 

   

  We will be looking forward to your reply.

   

  Kind regards,

  Customer response

  12/24/2022

   
  Complaint: 18516005
  
  I am rejecting this response because:  I cannot supply my name & email address as publicly posted information on BBB.  Please have the company contact me directly for that information.

  
  
  Sincerely,
  
  ****************

  Business response

  01/09/2023

  Hi,

  We have already contacted the customer and due to the circumstances we have provided him a free replacement *** 2.0. We kindly ask you to resolve this matter as the customer's wish for a free replacement has been honored. 

  Thank you!

   

  Kind regards,

  *** Customer Success Team

  Customer response

  01/10/2023

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

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ava ******** directly from this company's website. first of all, the information specific to users was hidden in the FAQs, and when the ******** was delivered, I realized I am not eligible to use it. So I did not open the package, kept it sealed, sent them a photo of the sealed package as written on their website, and requested a return. After 10 days, they then sent me a link to generate a return label. The page mentions that we should use their prepaid label and not ship on our own, but the link to generate the label is broken and does not generate a return label at all and gives an error (pdf attached of the website that has the error). This seems purposeful and in my opinion constitutes unfair business practices to delay the customer so that the ****** window for returns passes, and after that they don't have to offer a refund. Their customer support is non existent and takes several days to respond, which is likely to throw many customers beyond the return window. On top of that they mention that they will charge $25 to process returns, even though they were not upfront on their website about the person that can use this product.

  Business response

  10/19/2022

  Due to an overwhelming influx of inquiries we were not able to respond to the customer in a timely manner.

  However, we have contacted her again and due to the circumstances we have issued her a full refund of her purchase.

  We kindly ask you to resolve this matter as the customer's wish for a refund has been honored.

  Thank you.

  Ava Customer Success Team

• Initial Complaint

  10/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged twice by Apple Pay by mistake on 24th September 2022 for an ************. I tried to contact *** women to let them know but I didnt get a response. *** women subsequently sent out two ********s, which I received on 30th September 2022. I have been emailing since the 25th September 2022 to explain that I need to return one of the ********s and would like a refund, but no one has been in touch - except for an automated email explaining someone will reply in 2-3 days. Their policy states that I need to send them a photo of the unopened product with seal in tact and then they will send me a returns label. They state that this needs to be done within 14 days of the order. I have sent them this photo with a return request and still havent had a response. It has now been 14 days since the date of the order. The *** ******** uses an app and needs to be worn every night, so it might be that I need to contact the company in the future if there are any issues with it. However, I no longer have any faith that any future enquiries about the product will be resolved, and would therefore like to return both ********s as the customer service has been so poor. I have explained this in my emails to *** women. I havent opened either of the products and I have sent proof of this to them in photographs. I still havent heard from them. Please could you help me to get a response from *** women so that I may return both of the products and receive a full refund. Many thanks.

  Business response

  10/19/2022

  Due to an overwhelming influx of inquiries we were not able to respond to the customer in a timely manner.

  However, we have contacted her again and due to the circumstances we have issued her a full refund for both orders.

  We kindly ask you to resolve this matter as the customer's wish for a refund has been honored.

  Thank you.

  Ava Customer Success Team

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the Ava ******** on 09/06/2022. A day later I requested that the return/refund progress be started. We are nearly a month after the request and I have not heard back from the company. I was told I would hear back within days...here we are a month later. For such an expensive product I would expect a bit of customer service.

  Business response

  10/19/2022

  Due to an overwhelming influx of inquiries we were not able to respond to the customer in a timely manner.

  However, we have contacted her again and due to the circumstances we have issued her a full refund of her purchase.

  We kindly ask you to resolve this matter as the customer's wish for a refund has been honored.

  Thank you.

  Ava Customer Success Team

*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. ↩