Complaints

The 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:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In October of 2023 I purchased an *** bracelet for fertility/ovulation tracking. The product I received did not work as intended/at all. When I contacted the company in order to exchange my product (as they did not offer refunds) they responded, at first, within a normal amount of time, and requested specific information from me in order to prove my product was not working. When I provided this information they were then very slow to get back to me and requested the same information again, plus pictures of my original product in order to "prove" that it wasn't working. I did this, providing an extreme amount of detail about the broken product. After that, they did not email me back. I followed up and they emailed me one time after that to say they would get back to me. They never did, and I continued to email them as well as message them on ******** and instagram and they never replied. Because they dragged the correspondence out for so long, by the time I was ready to claim a fraudulent charge my bank would no longer investigate it as fraud. I wanted to give this merchant the benefit of the doubt and give them time to resolve the issue, but now neither they nor my bank will provide a refund or any kind. I paid ******************************************************************************* new product, even though I contacted the company well within the thirty day warranty.

  Business Response

  Date: 05/02/2025

  Good day, 
  
  We sincerely apologize for the delay in our response, as we never intend to leave our customers feeling overlooked. We have followed up on their inquiry, requesting one final piece of information needed to complete the replacement process. 
  
  We regret any inconvenience this may have caused and appreciate the opportunity to make things right for them.

   

  Kind regards, 
  Ava Customer Success Team 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  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 recently decided to purchase an Ava Women bracelet in hopes of getting help with trying to conceive. I purchased a device from their website on Feb 21. Following the purchase I was quoted that it would take 5-7 days to process the order before shipping. At about two weeks from time of purchase I had not received any update on the order. I finally reached out on March 6 inquiring about the status. I was also inquiring about whether or not I could cancel the order as it was taking much longer than what was suggested. They got back to me and instead stated their process for shipments was actually twice as long as what was mentioned after the order was made and told me they couldnt cancel the order at that time. They finally reached out with shipping information on March 12 and the package was received March 17. Given my overall experience with them thus far I decided to pursue a return of the product. According to their website you have 30 days from day of purchase to submit a return request to the company as long as you provided proof that the package was unopened. I did so the night I received the package. I then received an email stating under no circumstance will they process a return.

  Business Response

  Date: 03/20/2025

  Good day,
  
  We understand the customer's perspective about returning the product however there are certain policies that we should comply with. While it does states in our website that they are eligible to return the product within the 30-day return period, we have also mentioned in our policy that return requests should be authorized by *** in order to be accepted.
  
  On the other hand, given our understanding of the customer's perspective regarding the delivery confusion, we have had internal discussions to carefully evaluate the situation. We have decided to honor their return request. While such requests are not usually guaranteed, we acknowledge and respect their decision to return the item at the last minute, even though our policy generally does not permit last-minute returns.
  
  We have reached out to the customer to notify them of this and are awaiting their confirmation to move forward.
  
  
  Kind Regards, 
  Ava Customer Success Team
  

  Customer Answer

  Date: 03/25/2025

  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

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 reached out to *** customer service 2 months ago asking for a replacement product as the one that was sent continues to work less than half the time. I have been emailing them for weeks and now they have stopped retuning my emails completely. I have a defective product and they are impossible to reach and will not resolve this issue.

  Business Response

  Date: 03/03/2025

  Good day! 

  Thank you for letting us know about your concerns. Firstly, we validate your feelings considering the lengthy period of the resolution and we apologize for the inconvenience this has caused as this is not the experience we intended.
  

  We have checked our previous communication with the customer and discovered they had issues with syncing their device. Before we proceed with having a replacement, it is essential to comply with some troubleshooting steps to further assess the problem. We can see that we've already provided the steps to no success on the customer's end, which is why we asked for their permission last 17 days ago (Feb. 14, 2025) to access their data to check the what causes the issue.
  

  Unfortunately, since that date, we have not received any response from the customer other than negative feedback, and we have not received confirmation for the requested permission, which prevents us from moving forward. If we have determined the cause and confirmed that the product is indeed faulty, we are more than willing to provide a replacement.
  

  If you have any more questions, please don't hesitate to let us know. 
  

   

  Kind regards, 
  Ava Customer Success Team 
  

• Initial Complaint

  Date:01/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Received the bracelet. As soon as I started wearing the bracelet, the app kept erasing my information or it would say no information was found like I didn't wear the bracelet (even though I did). I tried contacting Ava women twice about the situation as I wanted to return and get my money back. They told me they received my email and someone would get back to me shortly. No one ever did. I couldn't find a phone number anywhere to try calling. I even resorted to ** where someone said they went out of business. I spent over $320 for this bracelet and it doesn't even record any of my information. I am looking to get my money back.

  Business Response

  Date: 01/02/2025

  Good day, 

  Due to an increased volume of inquiries, there may be instances where we are unable to address all issues promptly. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. We have already responded to the customer's query and we're just currently waiting for their reply so we can assist them further. 

  Thank you and have a nice day! 
  
  Kind regards, 
  Ava Customer Success Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22755299
  
  I am rejecting this response because:

  Here was my response to the email:

  Hi there,
  
  
  I have tried several times, unpairing and repairing the bracelet. I have even gone to the extent of removing the app and redownloading the app. Every time I use it, the light is green and has been tight when using it. 
  
  
  Since I was having issues, I gave up using it. Since we were unable to use it for so long, we went with the *** route and got pregnant.
  
  
  I am looking for a refund since you never got back to me about it after several attempts. 
  
  
  6 months of no communication is unacceptable. Not having a phone number for people to call you again is not acceptable. And having to reach out to the BBB to get a response is not how this should be handled. But I have exhausted my options in trying to reach you.
  
  
  Please refund my card $326 which is what I paid for the bracelet.
  
  
  Thank you,
  ********** Buechner 

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

  Business Response

  Date: 01/03/2025

  Good day, 

  We have responded to the customer's query offering them a device replacement. We're just waiting for their response. 

  Thank you. 

  Kind regards, 
  Ava Customer Success Team 

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Hello, I purchased an Ava Women fertility tracker/bracelet a few years ago, in July 2022. In November 2024, the app that goes with the fertility tracker stopped working, without notice. Ava Women's website is also not working. I am now reading online about countless other women experiencing this issue, and that Ava Women has "quietly" gone out of business. The issue is that the app contains extremely sensitive, personal health information (PHI) that is protected information. Myself, along with countless other customers, were not provided with advance notice that the company was going out of business or that the app would stop working. Women use this app and bracelet every day to track extremely important, private PHI that is critical to their health and ability to have a baby. ALL customers should have been provided with advance notice that the business was shutting down and that *** would not be available, so that they could download their PHI or delete it. Ava Women does not have a right to maintain this information without permitting its customers to access it.

  Business Response

  Date: 12/05/2024

  Good day, 
  
  We would like to start by expressing our sincere understanding of the customers concerns and extend our heartfelt apologies for any frustration this situation may have caused. To clarify, we want to reassure them that *** remains fully operational and has no plans to discontinue business. The issues they are experiencing are temporary in nature. Additionally, it appears that we have not received direct communication from them (based on their email address) regarding this matter, which has hindered our ability to inform them that the ongoing issue is related solely to a system-wide matter that we are actively addressing.
  
  Kind regards, 
  Ava Customer Success

   

   

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22644023
  
  I am rejecting this response because:
  
  I want a specific time period regarding what is meant by temporary. When will the product and app and website be working again? What is *** doing to protect PHI during this issue? Why **** *** sending messaging to its customers regarding these issues? Its been over two weeks. There should be clear messaging that personal health data is protected, how long the monitors wont be working for, and addressing the articles online about *** going out of business. This is affecting thousands of women seeking fertility treatments and trying to get pregnant and there is zero communication from the company. I didnt contact *** directly because women all over the online forums said they werent getting responses or that the responses were so vague (like the above) that it wasnt helpful.

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

  Business Response

  Date: 12/09/2024

  Good day, 

  Due to the high volume of emails we are receiving, we may not be able to respond to every query immediately. However, please rest assured that we are making every effort to address all customer concerns as thoroughly as possible. At this time, we do not have a specific timeframe for resolution. Thank you for your understanding as Ava ********* undergoes a crucial technology transition and update to improve our systems and your user experience. This transition has temporarily disrupted service, but we want to assure you that your historical data remains secure and has not been compromised. Our technology platforms will be up and running shortly, and your continued user experience will not be interrupted. 
  

  We sincerely appreciate your patience and continued trust during this time. We are committed to enhancing your experience and look forward to reintroducing Ava ********* with exciting updates in 2025. Thank you for being a valued member of the ************* community.
  

  Please visit here to check the status of the Ava ********* Website: ************************************
  
  

  Kind regards, 
  Ava Customer Success 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased an ovulation tracking bracelet from them for my fiance. We never opened it and followed their return procedures. I have sent many emails over the past two months to file the return and they only send me back automated replies telling me to wait. They said that you need to file the return within ******************************************************************************************** with any sort of help. I just want my money back and to return their product. I thought that the BBB should know that this company is not doing what they are promising.

  Business Response

  Date: 12/06/2024

  Good day, 

  We sincerely understand how frustrating it can be to experience a lack of communication, and we deeply apologize for any inconvenience this may have caused them. Please rest assured that we are actively working on a solution for the return of their product. We truly appreciate their patience during this process, and we will reach out to them as soon as possible with the necessary procedures. Their concerns have been carefully noted, and we are committed to resolving this matter for them. Thank you for understanding. 
  
  If you need anything else, please let me know. 
  
  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22641322
  
  I am rejecting this response because: I have been trying to return their product for over two months without any sort of response for a solution.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/13/2024

  Good day, 
  
  We want to assure you that we are currently engaged in internal discussions to resolve the return of your product. We recognize that this process is taking longer than expected, and we sincerely apologize for any inconvenience this may have caused given the waiting time. Our goal is to provide you with an accurate resolution, and we appreciate your patience. Please keep an eye on your email, as we will update you as soon as possible.
  
  Thank you for your understanding.
  
  Kind regards, 
  Ava Customer Success

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  *** website and tracking application support closed without any notice to customers causing them to lose their health data tracked by the device.

  Business Response

  Date: 12/05/2024

  Good day, 

  The customer contacted us yesterday to inquire about our operational status. I have responded, confirming that we are indeed still in business and that the website issue they encountered is temporary. Since then, we have not received any further communication from them, and we await their response to determine how we can assist them moving forward. We've also informed them that the issue is now being investigated by our technical team. 
  
  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22636171
  
  I am rejecting this response because: there is no expected timeline for use of services. We still can't use a device now going on for over 1 week.
  
  Sincerely,
  
  **** M

  Business Response

  Date: 12/09/2024

  Good day, 

  We deeply apologize that we can't provide a specific date as to when this will be resolved. Thank you for your understanding as Ava ********* undergoes a crucial technology transition and update to improve our systems and your user experience. This transition has temporarily disrupted service, but we want to assure you that your historical data remains secure and has not been compromised. Our technology platforms will be up and running shortly, and your continued user experience will not be interrupted. 
  
  We sincerely appreciate your patience and continued trust during this time. We are committed to enhancing your experience and look forward to reintroducing Ava ********* with exciting updates in 2025. Thank you for being a valued member of the Ava ********* community.
  
  Please visit here to check the status of the Ava ********* Website: ************************************

   

  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22636171
  
  I am rejecting this response because: something cannot be considered temporarily unavailable without an actual timeliness. You have hundreds of customers thinking that you are closing up shop because there was no communication whatsoever to anyone relying on your product for their healthcare tracking. The only communication any of your customers have received on this is because of complaints lodged about the thing not being usable for going on two weeks. A simple apology and new things are coming in 2025 isn't enough to reinstate any sort of trust with your customers relying of your product to start or expand their family during a process that can already be extremely stress inducing. 
  
  Sincerely,
  
  **** M

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 been using the *** platform for over five years and the website and app are inexplicably not working for the past week due to a "server issue." No notifications from the company no ability to troubleshoot. This is my own personal fertility data and I no longer have access to it without an explanation. really just horrible experience and disappointing as this directly impacts my fertility journey.

  Business Response

  Date: 12/05/2024

  Good day, 

  We would like to start by expressing our sincere understanding of the customers concerns and extend our heartfelt apologies for any frustration this situation may have caused. To clarify, we want to reassure them that *** remains fully operational and has no plans to discontinue business. The issues they are experiencing are temporary in nature. Additionally, it appears that we have not received direct communication from them (based on their email address) regarding this matter, which has hindered our ability to inform them that the ongoing issue is related solely to a system-wide matter that we are actively addressing.
  

  Kind regards,
  Ava Customer Success 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22627083
  
  I am rejecting this response because: it is not even possible to reach out to ava women as their support page is also down.  This was my only path and there is still no response with regards to the timeline for resolution. This is my personal health information that I no longer have access to - looking forward wo getting a timeline and access to my data back. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 12/09/2024

  Good day, 

  Thank you for your understanding as Ava ********* undergoes a crucial technology transition and update to improve our systems and your user experience. This transition has temporarily disrupted service, but we want to assure you that your historical data remains secure and has not been compromised. Our technology platforms will be up and running shortly, and your continued user experience will not be interrupted. 
  
  We sincerely appreciate your patience and continued trust during this time. We are committed to enhancing your experience and look forward to reintroducing Ava ********* with exciting updates in 2025. Thank you for being a valued member of the ************* community.
  
  Please visit here to check the status of the Ava ********* Website: ************************************
  
  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22627083
  
  I am rejecting this response because: As a medical device you have reporting responsibilities to your users. I will be following up with the *** directly. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/01/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 ordered the Ava Women device on 1/8/24. Order # ******. It worked as intended for ~6 months or so, then I started to have problems with it not collecting data despite me not changing how I wore it. I contacted support and did not get any response other than "we're behind on responding, please be patient." 4 days ago the app and website stopped working altogether. This time support responded quickly and said they are working on it and please be patient, but it's been several days and still no updates. The device is unusable. It came with a 1 year guarantee. I want my money back. I have also contacted support and received no response.

  Business Response

  Date: 12/05/2024

  Good day, 
  
  We sincerely acknowledge the lapse in communication following the customer's initial inquiry regarding their device's data connectivity issue, and we apologize for not addressing it in a timely manner. Unfortunately, because we are currently experiencing ongoing website issues, we have been unable to perform basic troubleshooting to identify the root cause of the device problem. We appreciate your understanding as we work to resolve these technical challenges.
  
  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22624228
  
  I am rejecting this response because: the app still does not work, the customer service team just keeps asking me to be patient, and I'm unable to export my data to a new system. I attempted a return and they said I am not eligible, but they are in breach of their agreement to provide the app 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/13/2024

  Good day, 

  This is to inform you that we have responded to the customer regarding refund expectations. We would like to be clear that there's no confirmation from *** that there's an unauthorized access in our system that causes this issue as this is merely a global update.

  Kind regards, 
  Ava Customer Success 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22624228
  
  I am rejecting this response because: a global update would not render the product unusable for 4 weeks as of today. The company is unable or unwilling to restore functionality to a device with a 2 year lifespan after less than a year, and they are not able to provide me with my data for the last year. I have had to buy additional products now to track my ovulation.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The app and the website are down. Seems like a domain issue. There is no info on the companys social media confirming an outage. Ive tried using customer support, but that doesnt work because the website doesnt work. Ive tried messaging them on social media, but no response. The main issue is that I need to sync my data every day. And I havent been able to do that for several days because of their outage. I dont have access to my data anymore. And, company policy says I can get a refund after a year if I dont see the results they promise. But only if I sync a certain percentage of the time. But with their outage, I cant sync. Im terrified to lose access to my data. And I dont want to lose the chance at a refund because of their issue.

  Business Response

  Date: 12/05/2024

  Good day, 

  Wed like to assure you that the ongoing issue is not related with the customer's account personally but a system problem that we're currently facing. Our technical team is already investigating with the issue and hopefully it'll be resolved as quickly as possible. The customer requested for their data, unfortunately, we don't have a way to export data on behalf of them. We have already informed them about this and they were unresponsive. 

  If you need anything else, please let us know. 

  Kind regards, 

  Ava Customer Success

   

   

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22620819
  
  I am rejecting this response because: I want to clarify some things. Yes, the company replied to me, but only after I had already started the BBB complaint process. I still and looking for a refund and access to all my data collected by the company.  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 12/05/2024

  Good day, 

  We genuinely sympathize with the difficulties the customer is experiencing, and we sincerely apologize for the inconvenience caused by the website issue. Unfortunately, we currently do not have the capability to export data on their behalf. We truly wish we could assist them further in that area. Regarding your request for a refund, we must adhere to our company policy. Since the situation stems from a system issue, we kindly ask for their understanding and patience as we work diligently to resolve it.
  
  Kind regards, 
  Ava Customer Success