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:04/21/2024

  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.

  My IMRS is under warrantee. I paid ******** I have been teaching out to **** , the customer service manager since February. My applicator is not working He refuses to follow through,I have made numerous phone calls

  Business Response

  Date: 05/06/2024

  Hello ********:

  I know that it can be frustrating for a customer who paid a lot of money, or any money, for that matter, to be having issues with what they purchased. You purchased your unit in June and July 2021 and your 3 year warranty is almost due to expire. Thus, I can understand your sense of urgency. However, we have in fact been very responsive to you. All your ticket post have been addressed within 24 business hours. You call and expect my staff/***** to drop everything they are doing to attend to you immediately and become aggravated when we request to schedule you for an appointment. You agreed to a phone call with ***** on 4/23/2024 but you forgot you had a doctors appointment, which is understandable. You then agreed to a rescheduled time of 1:15pm later that same day and again canceled on *****. Your lack of commitment to schedule appointments led ***** to instruct you to mail in your mat. We have been trying to help you and ***** has even set aside some of his daily duties to make himself available at your last minute requested times. Please mail in your mat and we are happy to proceed forward.

  Thank you

  *********************, Operations and Compliance Manager

• Initial Complaint

  Date:04/20/2024

  Type:Order 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 the Omnium1 system for over $4000. Used it 5 times for 8 minute sessions and now the DC adapter isnt recognized. The sales person is rude and abrasive. I was told there are no refunds. Problems started immediately and Im supposed to open tickets and send it back for repair. Repair?! Its brand new. I wish I had done my due diligence and researched properly.

  Business Response

  Date: 05/06/2024

  Hello ******:

  I am sorry that you are having so much trouble with your new unit. I do see that you have not opened a support ticket and yes our sales are final sale. However, do not worry we will make sure that we assist you through this process and ensure that you have a working unit. Sometimes it definitely could be the unit and sometimes its user error, but we can figure that out. Unfortunately, a ticket must be opened so that we keep record of the issues and/or replacements for Corporate. Please fee free to contact our office via email so that we can email you instructions on opening a ticket or feel free to contact our office and ask for ***** so that we can walk you through opening a ticket. 

  Thank you

  *********************

  ************

  ********************************************************

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21604145
  
  I am rejecting this response because:

  I did in fact have a ticket open. This has now been going on for months. Id like to reiterate this is a brand new $4300 unit Ive purchased and it has not been working correctly since Ive gotten it.
  A refund was not an option at that time. 
  I returned my unit on April 30th for repair. 
  On 5/7/24 I received a call from Swiss Bionics asking for a *************************, I informed the caller that they had the wrong number but I did send a unit to them. **** then got on the line and apologized but let me know he was working on my unit. 
  I never received any updates and my unit arrived back on 5/12/24. I have no idea what was wrong with it, there was no further communication.
  I am currently charging the tablet now.
  I purchased this unit to help my son heal from many health issues and I am now out thousands of dollars and have no idea if this unit is even working.
  I am requesting a full refund. There is no customer support. I have no faith in this company and feel like Ive been scammed. There is no assurance my unit is in working order. The sales person was quick to blame me for issues that I wasnt using properly. The moment I mentioned Id like to return it I was met with defensiveness and told I wasnt being fair.
  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/15/2024

  Hello ******:

   

  Yes, we learned that your account was under Active Healing and not your name as it is on this *** complaint, thus the reason we didn't realize it was you. Unfortunately, there is no refund on our units but as I indicated before you have a 3 year warranty and we will work with you and making sure that you have a working unit. I had ***** call you today to check in on what the issue is and from what I understand 1) the battery was at 0 and 2) the Fast Start Program was not working with the Spot. **************, he told you to 1) keep an eye on the battery and let us know if it keeps losing charge when its not running and 2) the Fast Start programs do not run with a Spot which is what you were doing. It only runs with the mat. I also understand that we have replaced your 20 pin even though we don't know if that is actually the issue since you didn't mail in your purchased 20pin. We are attempting to understand your issues with the very little information we have and the pieces that you mailed us. In regards to the correspondence I see that we do respond to you through the ticket portal but you sales rep ******** for you. We do need you to actually check the ticket portal so that you can see that we have been corresponding to every comment you have posted. If you do not know how to log in please let us/***** know and he can walk you through it.

• Initial Complaint

  Date:02/07/2024

  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 purchased the product which broke after two months. Although the product is under "warranty" the company refuses to acknowledge my emails or calls.

  Business Response

  Date: 02/08/2024

  Hello *****:

   

  My name is *** and I am the Operations and Compliance Manager at SBS. I am sorry that your unit is not working, we're going to make sure that we figure out the issue. I see that you opened a support ticket through your ticket portal on Jan 2, ****. I see that ************** ***** responded to you the next day Jan 3, **** with some instructions and you have not responded since. Can you please go back to the portal and correspond with the technician. If you do not know how to do that please contact ******** or ***** from Landacorp to walk you through that. You can also call our office as well. I will provide everyones contact information below.

   

  Mercedes-Support Liaison for iMRS2000.com 
  iMRS2000.com
  ********************
  *******************
  Direct Line ************
  Monday-Friday 10am-6pm EST

  *****************************,
  Swiss Bionic Solutions
  ************** 
  Suite 703-704
  *********** ** 33330
  ************ Direct
  954 766 4156Fax
  Office Hours: Mon-Fri 9am-5pm EST

  Thank you

   

• Initial Complaint

  Date:08/08/2023

  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.

  We had a major problem with our product, main brain eye mask etc. They requested we send them every thing including power cords. Had to fight to get any results. Our merchandise we sent got lost by **** they filed a request for money from *** for the lost merchandise and also expected us to pay for another unit. I told them no they were collecting on our merchandise we already paid for. long story short they sent us another unit, we were in process of building a home and finished our room for our mat and pulled it out and our power cord was not in the package. So I contacted them and they are refusing to send us a power cord, they are keeping our merchadise and want us to pay again. The manager ********* gave me 1 day to respond to her email, and if I didnt I had to pay for the power cord. I respond 3 days later cause I dont check email evey day. She was extremely rude and she abusing elders. So they have our power cord wont return it and we cant use our mat. we dont even know if our main brain ever got fixed cause we cant plug it in. We want our power cord.

  Business Response

  Date: 08/08/2023

  Hello Mr(s). ******:

  You contacted me back in March ****************************************** 2021. Without much record history going that far back I told you that I would send you a new one even though normal business customs is for a customer to complain within a 30 day span. I asked you to fill out the order form and return it the same day. Which you didn't. Three days later you came back and I asked you to fill it out once more and return it the same day via email. You did not fill it out and reached back out to me yesterday August 7, 2023, now five months later. Im sorry, but its unreasonable for a customer to expect a company with no proof to provide free replacements and have the offer available to you for an indefinite time. As mentioned in my email, please fee free to email me for purchasing prices.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20437601
  
  I am rejecting this response because:

  Swiss bionics has a complete ticket system.  ********* obviously did not check her Company's ticket system, because when ever I do contact them they look at the history, if ********* took the time she would see it proof of all that I am saying right now. If she would like I could down load all messages wherein it proves the issues with the procuct and wherein they requested us to ship the product back to them.. And wherein they filed a complaint with *** for losing our merchandse and they were not going to even replace the lost merchandise but yet they were going to keep the monetary settlement with *** and not replace our product, even after purchasing the 5 year warranty of over $500 we only had the mat 3 years.  So I had to fight to get our $6,0000+ product back, and then they failed to return our power cord, in which I found out when we got our mat room completed.  As I explained to ********* and her technician that we were in the process of building a house.  It is only my husband and I building it, we were living in my shop in the process, and does she not realizze how long it takeks for elderly people to do their own building? we built a room in our home specifically for this mat and it took a while to complete it. I was totaly honest with her and she treated us like pond scum.
  We should not have to pay for our property to be returned to us.

  Please forgive any typos as I am preparing for eye surgery and have drops in my eye and unable to see clearly.
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  Hello ******:

  As indicated in my previous message it is custom in all of *** for a customer to make a complaint within 30 days. I corresponded with your back in March 2023 and I even corresponded with you via the ticket portal, specifically back on 4/1/2021. However, you are reaching out to me two years later and even though I could not confirm 100% what was shipped to you back in March 2021 I told you that I would send you a replacement free of charge but that I needed you to respond via email within a day because I was running really low on this specific item. However, you again still took an additional 3 days at which point I indicated to you that it would be the last time I would wait and needed you to respond within a reasonable time. At which point you took 5 months. *******, it is not the companies responsibility to keep bending their policies just because a customer is fixing their home. Thirty days is the national custom for a customer to make a complaint and you took three months. I cannot continue this back and forth with you because you have demonstrated to be unable to respond within reasonable times and the company cannot be indebted to you for eternity. Furthermore, you have a unit that is no longer being manufactured and whatever I have in stock is what's left. I do not have many power supplies for that specific unit left and I cannot promise you that I will have one for you if you decide to reach back out to me 3 months later or two years later like you have done. Please feel free to give us a call when you are ready so that we can provide you quotes on pricing and shipping and handling. Thank you.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20437601
  
  I am rejecting this response because:

   

  My warranty is still in effect. my power cord shou;d be returned to me.  I should not have to pay for it. It is not my fault that the company changed the equipment. You people have been extremely difficult to deal with, as is you didn't even want to honor the warranty and I had to fight with you guys to do so.We would not be here had my power cord been returned. 1 day is ludicress to give a person.  I am not using the remodle of my home for anything I was explaing to you what my situation was. I will deinitely let people know how yu do business. What I found the most appauling of this whole situation is that you were going to keep the money from *** and did not watn to make me whole. Making you coming way out ahead with keeping my merchabdise and the money from *** that is pretty shady. I told you, you had proof but you said you did not. 
  
  Sincerely,
  
  ***************************