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:12/04/2024

  Type:Product 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 purchased a NeuroMD item and returned it immediately after, it was never opened. It was to be a gift, but it no longer served its purpose. I communicated with NeuroMD and they said to send the proper documentation after returning. They said a partial refund would be issued 5-7 days after receiving the ******* has been nearly 30 days since I sent them the required information. The item was delivered to NeuroMD on November 6th and I still have not received a refund for the item. It is wrong for NeuroMD to not refund me within the timeframe that they disclosed. If I had known that NeuroMD would not follow its policy, I would not have purchased an item through NeuroMD. I find this situation unethical considering the fact that I now have to use the BBB as a mediator to resolve an issue that is black and white.Please refund me or inform me that you will not so I know whether or not to take NeuroMD to small claims court.

  

  Business Response

  Date: 12/12/2024

  We are surprised to see this feedback from the customer as we have been communicating with him any progress on his refund request. Once a return has been accepted by our warehouse team, we still need to wait for their report regarding their final inspection of said package. Then and only then can we process a refund as stated on our Shipping and Returns page.

  20 minutes after we've processed the refund from our end to fully comply with this request, the customer decided to submit this feedback. There's always two sides to a story and we have fulfilled everything we can do to serve the customer. Hope this clears up everything. Thanks.

  Customer Answer

  Date: 12/12/2024

   
  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.
  

  I am unsure why the company is creating a false narrative about this story when they simply failed to refund me within their policy timeframe. If they had maintained communication, I would not have used the BBB. They should improve their system so that consumers get their funds back at the appropriate time. Otherwise, they will face class action lawsuits in the future. 

   

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

• Initial Complaint

  Date:12/03/2024

  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 reported to the company that the item I purchased wasnt working. They sell the product but are not the manufacturer. So they told me to reach out to the manufacturer. The manufacturer told me to go back to ***** MD because they sold me the product. I did that. And ***** MD emailed the company to help me. But they refuse to answer. Its been over a month since I bought it and I want to return it. But Neuro MD wont send me a return shipping g label.

  

  Business Response

  Date: 12/12/2024

  We see no issue with our company selling other manufacturer's products, as we have legal agreements to do that. Nonetheless, we have resolved this issue with the customer to her satisfaction. We have processed a full refund for this. Please see the image attached of our correspondence. Thanks.

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  Brooke Garden

• Initial Complaint

  Date:10/31/2024

  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 ordered a device for 200 dollars thinking it would be delivered from their office in ******* listed above. Instead a *** form was generated from ********* and I was told the package was allegedly delivered to me in an email from the company. There is NO package and I informed ******** would think they would ask me to sign for the package worth 200 dollars and there was none.I cannot locate the package and I being given the runaround to contact **** which was not involved in this delivery. NeuroMD should send me another package or REFUND my money. This is NOT fair.

  

  Business Response

  Date: 11/13/2024

  Thank you for reaching out and bringing this matter to our attention.

  We understand your frustration and apologize for the inconvenience youve experienced regarding your missing package.

  To address your concerns, Id like to clarify a few key points based on our shipping policies:
  - While our company is headquartered in *******, all NeuroMD orders are shipped exclusively from our fulfillment center in *********. Once shipped, we provide tracking information via email to ensure customers can monitor their packages journey. According to the tracking details from ***, your package was successfully delivered to the address provided during checkout.
  - We take package security very seriously. However, once a package is marked as delivered by the carrier, it becomes the recipients responsibility. Given the value of the package, we recommend filing a police report as this may be a case of theft within your area. Theft prevention is crucial to avoid repeated incidents, and law enforcement is best equipped to investigate and resolve this issue locally.
  - Due to the risk of recurring theft, we are unable to issue a replacement or refund at this time without confirmation of the package being recovered or additional evidence from an official investigation. Filing a police report not only helps with the immediate matter but also serves as a safeguard to prevent further incidents in your neighborhood.
  
  We strongly encourage you to:
  - File a police report with your local authorities regarding the missing package.
  - Provide them with the tracking details and any communications youve had with ****
  - Once you have filed the report, kindly provide us with a copy. Upon receiving the report, we will be happy to proceed with sending a replacement to maybe another valid address.

  We understand this is not the resolution you were hoping for, but we are committed to working with you to ensure this matter is handled appropriately. If you have any further questions, feel free to reach out to our customer support team at ***************************************************************.

  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22497549
  
  I am rejecting this response because:PRIORITY SHIPPING WITH SIGNATURE REQUESTED BY ***. NeuroMed actively deceived me as I expected the product from THE STATE of ******* and not a long route for DAYS from the DEEP SOUTH. This company gives the run around and is deceiving me. *********** and no real solution. This company is NEGLIGENT and places blame on me instead of taking responsibility. DHL PACKAGES ARE HAND DELIVERED.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 11/15/2024

  AFTER carefully reviewing the the *** screencapture above 

  DISCREPANCY and LACK of Honesty is noted

  THE Company states the shipment was made from ********* .  Although they are located in the State of Florida

  THE *** STATES DELIVERY WAS FROM  STATE OF *********

  THIS COMPANY IS FRAUD

  

  Business Response

  Date: 11/21/2024

  I had to verify this claim with our very own warehouse team and I have attached a screenshot of our internal conversation to clear this out. As you can see, there was no discrepancy or dishonesty on our end regarding this transaction, our policies nor the way we handle our shipments. 

• Initial Complaint

  Date:07/12/2024

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:05/08/2024

  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.

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

  

  Business Response

  Date: 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

  Date:03/01/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/16/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/15/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/09/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:06/06/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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!