ComplaintsforNeuroMD Medical Technologies LLC.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Neuromd on April 25, 2024, order #*******. When I saw the side effects, and how it is used and what is achieved, I decided that it would NOT help my disc problem. I then returned it UNUSED for a FULL REFUND, as advertised on their website, getneuromd.com, within the 60-DAY TRIAL PERIOD designated for the FULL refund. Neuromd acknowledged on 6/28/24 that they in fact received it and I was told a refund WOULD occur within 5-7 business. It is now July 12, which is well beyond the promised timeframe, and STILL NO REFUND. When I spoke to ****, a rep, a few days ago, he ASSURED me that the refund would occur that day, w/o deducting the 10% re-stocking charge (which is BURIED on their site under their "return policy" and basically invisible to anyone ordering this device), which is what I told ****. So far NO REFUND. I paid $190.80 for this device. There are much cheaper versions such as the one my husband bought on **** for $20: it seems to do exactly the same thing as Neuromd's device with the same kind of pads, etc. Neuromd's advertising is DECEPTIVE IMO, if not fraudulent should I fail to get a FULL REFUND. How do I get my money back now?

  

  Business response

  07/21/2024

  We are shocked to see this dispute for the following reasons:

  1. Our return policy, along with the fees associated with it, are not buried or hidden on our website but is available on time and date of any purchase. The policy is always available on the footer of every page of the website (Shipping & Returns) and the Refund Policy at checkout.

  2. We don't have anything on our website or our social media pages stating a 100% money-back guarantee within 60 days. What we have is a 60-day at-home trial as stated on all our contents. You can try our products for 60 days and you have the option to return it for a refund if you're not happy with it. It's not a full refund though as stated on our prints.

  3. This order is not eligible for refund anymore as it's outside of our 60-day trial period but we made an exception for this customer as a consideration.

  4. We processed the refund on July 12, 2024 (which could take 5-7 business to post depending on the customer's bank) yet the customer filed this complaint on the same day and complained that we didn't process the refund at all. 

  Please check the order page and returns page screenshots to verify the false claims stated on this complaint. Thanks in advance.

   

  Customer response

  07/22/2024

  NeuroMD refunded my money after much back and forth. No further action on BBB's part is needed. I appreciate your acting on my complaint. The problem remains for other people ordering their product which has, IMO, limited use and would NOT have helped me in any way. Thank you.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their website is full of misinformation, scamming vulnerable individuals into buying their product

  

  Business response

  05/09/2024

  We would like to address the concerns shared by this person but we would want request more details about this:
  
  "Their website is full of misinformation, scamming vulnerable individuals into buying their product"

  - What are the "misinformation" on our website?

  - How are we scamming vulnerable people?

  Please be advised that our records aren't showing any purchases or even correspondences from any of the information shared on this complaint.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The getneuromd.com advertised and is still currently claiming that it is FSA eligible. There is no asterisk with a disclaimer to contact your individual FSA to see if you need a doctors certificate for this to be covered by your FSA. My FSA would not cover it unless I had a doctors certificate that it was medically necessary for the this alternative treatment How can I ask a doctor after the purchase for a note if I didnt consult them before buying it? No doctor is going to just write up a note like that. I would have had to repay the money to my account if I kept it. I never would have purchased this device if I knew there was hoops I had to jump through to get this covered through my FSA and I told them that when Initiated the return. The also even as of today advertise 60 day Money back guarantee with no asterisk and disclaimer that they charge a return fee at the point that you are looking at the product and adding to you cart. Nobody reads everything when you make a purchase! I believe I am receiving $281.75 from an initial charge of $332.67 they received return 2/16/24 and I got an email 2/27/24 that my refund could take 10 days to show in my account. They process the charges immediately and refunds take way longer than should in my opinion.

  

  Business response

  03/07/2024

  A full refund has been processed for this specific order based on the fact that a wrong information reflected on our site. Just for clarification, this was not the customer's fault but a system error.

  We don't have anything on our website or our social media pages stating a 100% money-back guarantee within 60 days. What we have is a 60-day at-home trial as stated on all our contents. You can try our products for 60 days and you have the option to return it for a refund if you're not happy with it. It's not a full refund though as stated on our prints.

  However, for this particular order, the old marketing data appeared that triggered the intent to purchase. We apologize for that.

  With regard to the **** we do apologize for the confusion. We do advise customers to clarify that part first with their attending physician. Thanks for the feedback and we'll learn from this.

  As part of the resolution, a full refund has been processed for this transaction. :) All the best!

  Customer response

  03/15/2024

   
  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,
  
  *******************************

   

  I received the full refund. Thank you for helping me.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the NEuroMD unit based on the company that sells it advertising a 100% money back guarantee. They also specify to get your Drs advise on whether or not to use the unit. I did so after receiving the unit from NeuroMD. The Dr. advised against using the unit. I called NeuroMD to return the device - plastic off but not used at all and readily evident that it is unused. All packaging is pristine. They are now claiming a 15% fee to do so. The 100% money back guarantee is clearly false advertising on NeuoMDs part. Buyer beware!!!!!!!!

  

  Business response

  12/18/2023

  We are sorry to hear that you are not happy with our return policy. We understand that this is frustrating for you but our return policy is available on ************* of your purchase. The policy is always available on the footer of every page of the website (Shipping & Returns) and on the Refund Policy at checkout.
  

  On top of that, we don't have anything on our website or on our social media pages stating a 100% money back guarantee within 60 days. We used to have that but removed that policy almost two years ago. What we have is a 60 Day at-home trial as stated on all our contents.

  If a link or a screenshot of any of our pages or articles showing "Money-Back Guarantee" can be forwarded to us then I'll be more than happy to process the full refund for this transaction.

  You can certainly try our products for 60 days and you have the option to return it for a refund if you're not happy with it. It's not a full refund though as stated on our prints.

  *Returns that are OPENED will be refunded to your original payment method less the non-negotiable 15% medical waste disposal fee and shipping costs. Returns that are UNOPENED will be refunded to your original payment method less the non-negotiable 10% restocking fee and shipping costs. Because of the nature of our business and products, we are unable to repackage and resell items. Returns are processed within 5-7 business days after your items are delivered to us. 

  To further explain why we need to charge the 15% fee. This is a disposal fee, where being a medical device company, all products that are returned to us should be properly discarded and disposed of, especially the gel pads for sanitary purposes, and make sure that all products shipped to our new customers are only brand new.
  

  If it's OPENED, even if it was not used, it will fall under the same category as the one stated above.

  Hope that clarifies everything. Let me know if you have any concerns at all. Thanks.

  Customer response

  12/18/2023

   
  Complaint: 21013624
  
  Dear BBB and NeuroMD,

  In response to NeuroMD stating that they do not have a money back guarantee, attached is a screen shot highlighting the words 
  "Risk Free". This is marketing speak for the buyer getting their money back. Please honor your guarantee as stated online. 

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

  

  Business response

  12/20/2023

  Thanks for letting us know. That was an erroneous post as we don't have any offer or policy like that anymore. Nonetheless, I have processed a full refund as this error was made from our end. The non-refundable $0.28 is the "Retail Delivery Fee". The ******** ***** of ******* has ruled the fee is non-refundable, even if the item is returned. More information can be found on the ******** ********** of ******* website.

  Our sincerest apologies for the confusion. All the best to your recovery.
  

  
  

  Customer response

  12/20/2023

   
  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. I really appreciate your help and NeuroMD's cooperation in honoring their published offer. Many thanks to both parties. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased for 199$ the NeuroMD medical device for my wife on 6/18/2023 to reduce her back pain on the companies 60 day free trial. The device created more pain, and I contacted the company on 7/5/2023, they said I could return it for a refund by shipping at my expense. I returned **** on 7/5/2023 and the return was received by NeuroMD on 7/10/2023. The refund to my credit card was refused and to date has not been provided. Credit card dispute had to be initiated as a result.

  

  Business response

  07/17/2023

  We weren't able to process the refund as we promised because a Paypal dispute has been filed on July 5, 2023, before the package was even sent to us. To receive a complaint of our inaction to fulfill our obligation is not fair as the reason for such was this dispute in the first place. Once retracted, we will process the warranted refund for the return. We have always done this faithfully so we hope for your kind consideration on this matter.
  

  Customer response

  07/17/2023

   
  Complaint: 20327878
  
  I am rejecting this response because:  Refund not provided to PAYPAL by the business for the returned item, hence a dispute was opened.  When NEUROMD provides the refund on the "free" trial on the returned Medical Device, PAYPAL will clear the dispute automatically.  As you can see in your BBB complaint database, NeuroMD fails to provide refunds frequently.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/19/2023

  We have no idea where the "free trial" claim came from. As you can see on our pages (Home and Shipping & Returns), we don't have anything on our website or on our social media pages stating a 100% money back guarantee within 60 days.

  What we have is a 60 Day at-home trial as stated on all our contents. You can try our products for 60 days and you have the option to return it for a refund if you're not happy with it. It's not a full refund though as stated on all our prints.

  Without a return (which will be inspected by our warehouse team upon receipt), we won't be able to process any refund.

  All complaints on our page regarding refunds have a common denominator and one can clearly see it. What's true on all those though is our effort to resolve all of those to their satisfaction but for some reason or another, some people have already made up their mind on what to believe. We still chose to respect their takes on everything took all those on the chin.

  Thanks for hearing our side.

  Customer response

  07/20/2023

   
  Complaint: 20327878
  
  I am rejecting this response because:  Item was returned **** Tracking **** **** **** **** **** 49 as not working as advertised (causes pain rather than relieving pain), however refund was still not provided by this business.  

  You may see in the BBB complaint data base they have not removed advertisement of the free trial, however that is inconsequential as I have email from this company they accepted the return on 10-July and a full refund is due per the fair credit reporting act on credit card payments.  ************ apparently has a well documented BBB history of refusing returns.
  

  And the trial was not free as I had to expend $15 to return the pain causing device insured to the company.
  Sincerely,
  
  *****************************

  

  Business response

  07/21/2023

  The "free trial" being claimed by the customer has been removed from our website and all prints since last year. This was a solid management decision to do away with any confusion. Apparently, people would refer to it as if the old policy still stands, disregarding the changes that we've made as a company even before this particular purchase was made.

  Since all companies have their own set of policies and guidelines to follow, we have placed our return policy on the ************* of the purchase. The policy is always available as well on the footer of every page of the website (Shipping & Returns) and on the Refund Policy at checkout.

  We want to reiterate that we're very much willing to process a refund once the dispute has been retracted as we have made clear since the start of this correspondence.

  All the best!

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned the unit with extra supplies before the 60 days limit.In my case did not work as expected and was the reason I returned the unit and supplies On June 22nd they received the unit and supplies and up to this day I have not received the refund. I called several times and was told that I was to received and e-mail and refund in 24 hs, this was many days ago

  

  Business response

  07/10/2023

  Good day!

  We have faithfully processed the refund from our store last July 6, 2023. It usually takes 5-7 business days for it to reflect on your account.

  With regard to the 3 emails you sent, they were actually received outside of our business hours last Friday night and the last one from yesterday. You should've received a notification on your email regarding the refund that we did last July 6th. If not, please be advised that it should be on its way within the week.

  Hope this helps. :)

  Customer response

  07/10/2023

   
  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

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 23, 2023 Purchased item through website for ****** but, when I received it I realized that the attachments to the skin were put on within adhesive and I am very allergic to adhesive; so, I contacted them because they professed they had an e-z return policy and it was terrible conversing back and forth. They said they couldnt do anything for 30 days and kept referring shipping and I told them that I didnt care about shipping; I would and did send it back; even insured it!It was not a pleasant situation as I am 80 years old and sincerely thought that this company had the welfare of patients at heart! I live on social security and Foodstamps and my money is tight. I , finally read their return policy and there were multiple items stated that they intended to subtract from the amount paid! I spent $15.00 plus insurance sending it back and I didnt even open the pieces with the adhesive; because I knew that if I tried it I would be in pain! They kept wanting me to try it or give it to a friend!!! Bad experience!!

  

  Business response

  06/15/2023

  I understand that you are unhappy with your recent purchase and that you are allergic to the adhesive used in the product.

  I apologize for the inconvenience this has caused you. Our return policy states that all returns must be made within 30 days of purchase. However, we do make exceptions in cases where the product is defective or if the customer is allergic to the product.

  We have also placed a video on the actual product page to let customers know what they are getting and essentially how to use it. It shows there that it's an adhesive electropad. 

  I understand that you are on a tight budget and I want to assure you that we take the welfare of our customers very seriously. We are committed to providing our customers like you with a positive experience and we will do everything we can to make things right for you.

  Please retract this complaint so we can process the full refund ASAP. Thanks.

  Customer response

  06/22/2023

   
  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,
  
  *********************

  

  Business response

  06/28/2023

  We appreciate the effort to resolve this complaint on June 22, 2023 but we were not able to process the refund as agreed upon because the customer has filed for a chargeback with the bank three days before that on June 19, 2023.

  Please be so kind to withdraw the chargeback so we can do this from our end at the ***** This could take more than a month or two from today if not retracted soon.

  Thanks.

  Customer response

  06/28/2023

   
  Complaint: 20151059
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************  

  i was advised by **** of America that they refused to eliminate the chargeback because they could not be assured that they would issue a refund and advised me to tell them to pay **** of ************

  

  Business response

  06/28/2023

  We have dealt with chargeback disputes with several banks in the past and have religiously resolved a complaint of this nature. We're utterly surprised that **** of America will take this stand to not let the merchant resolve this specific concern with the customer. We can't think of anything else to convince the customer and the bank that we will stick with our word and will comply with the agreement to process the refund. This is a first of its kind.

  I hope by now, we have shown BBB that we are taking responsibility for this concern but we're not being allowed to do so in the first place.

  I also hope that BBB will discard this complaint as we've offered assistance all throughout.

  We will deal with the chargeback directly with the bank and would pray that there won't be any bias on the outcome of any decision that will be made.

  Customer response

  06/28/2023

   
  Complaint: 20151059
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  My Daughter-in-law is one of the Vice Presidents of **** of *********** I am sure they are doing what they think is best since this company has 16 complaints with the BBB!

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased item, *** needed a signature but I work and could not be there and the item was returned to company, they have it. I never heard from them, so I contacted my credit card company and filed a charge back dispute. Now they refuse to refund my money unless the chargeback dispute is closed. But if I do that I have no recourse if they do not credit me. Very unhappy and want my refund.

  

  Business response

  03/01/2023

  The customer placed this order on our site with his ****************** option of ***** with Signature Required. However, when ***** delivered the package, there was no one to receive it. The package was sent back to us and the customer is complaining why the carrier can't deliver without a signature.

  We have shipped the order on time and the carrier has fulfilled their end of the bargain to deliver it. However, the customer was not there to receive it. This should not be pinned on us. We have received the package back and will process the appropriate refund based on our Shipping and Returns page. The policy is always available on the footer of every page of the website (Shipping & Returns) and on the Refund Policy at checkout. Please retract this dispute so we can deal with this accordingly from our end. We are not at fault on this one.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this device for my mother as she has significant back pain. It is quite expensive at $200 so I only ordered it knowing she could return it if it did not work. After a month, it was causing more pain than help so her doctor has advised that she return the device. The company is now saying I'll be assessed a 15% restocking fee. The 60-day guarantee is EVERYWHERE - all over ******** (no pic as I can't find now) and on their website (attached pic). It is ludicrous that they can hide behind an FAQ deep within the site that says you'll be charged 15%. I would like your help in getting the full refund. If that's not possible, then they MUST put the "less restocking fee" much much closer to purchase and perhaps make you acknowledge that you can't get your FULL money back.Thanks,*****

  

  Business response

  01/17/2023

  We are sorry to hear that you are not happy with our return policy. We understand that this is frustrating for you but our return policy is available on time and date of your purchase. The policy is always available on the footer of every page of the website (Shipping & Returns) and on the Refund Policy at checkout.

  On top of that, we don't have anything on our website or on our social media pages stating a 100% money back guarantee within 60 days. What we have is a 60 Day at-home trial as stated on all our contents.

  You can try our products for 60 days and you have the option to return it for a refund if you're not happy with it. It's not a full refund though as stated on our prints.

  To further explain why we need to charge the 15% fee. This is a disposal fee, where being a medical device company, all products that are returned to us should be properly discarded and disposed of, especially the gel pads for sanitary purposes, and make sure that all products shipped to our new customers are only brand new.
  
  Hope that clarifies everything. Let me know if you have any concerns at all. Thanks.

  Customer response

  01/17/2023

   
  Better Business Bureau:
  
  I don't agree with the business response but clearly they aren't going to have to put up front that you only get 85% of your money back.  
  
  *********************************************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased the NeuroMD in October of 2021. Initially I didn't use the device often because my doctor advised me against using until my nerve issue was better managed. However, in the past four months I've started to use the device with good results. Recently the device began to stop working after a minute or so. I wrote to customer support and they asked me to check that device and remote were fully charged. I followed the charging instructions but the problem persisted. I'd charge the device and remote use it once then the next day the unit would start and work for a minute and then stop.I contacted customer service again and once again they sent me several more charging instructions. After informing the customer service rep that I'd followed the instructions, I was offered a new device for $100. Because I hadn't been using the device consistently for a year, my response was a bad battery that no longer holds a charge.The customer service rep continued to deny that device has a defective battery.I paid $199 for the unit plus replacement pads that $15 each.For the price paid, the battery should not be defective with less than a year of consistent use.I want to warn other consumers of the battery issue before they purchase.This is unfortunate because once I began using the NeuroMD it helped me.Very disappointed with NeuroMD's customer service.

  

  Business response

  01/16/2023

  We have addressed the customer's concerns here. Even though this is already outside of our warranty period, we gave a one-time free replacement so she can attend to her needs. Thanks for reaching out.

*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. ↩