ComplaintsforNeuroMD Medical Technologies LLC.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the device and after a few weeks received nothing. Checked tracking it shows delivered, asked for the size of the shipping box, measured my tiny mail box and it would not even fit! Sent details of mailbox size and stated there is no way they delivered the package. To file a claim with ***** They then tell me to file a claim with the ***** and the police department. I'm not doing all that, this is the absolute worst customer service I have ever had. *** does not care at all about customer satisfaction. Buyer beware ordering from this company or ******** ads in general. Shady.

  

  Business response

  05/16/2022

  Thank you for taking the time to elaborate on the issue at hand. We take all complaints seriously and hold them to the highest degree.
  
  I reviewed your correspondence with our agent thoroughly and found the things I listed below:
  - Your shipment was delivered, but you didn't receive it. 
  - The agent who assisted you was respectful and followed the process to help you with your case.
  - The resolution offered was accurate based on our shipping guidelines on this page: https://getneuromd.com/pages/shipping-returns under section Shipments; Delivery; Title And Risk Of Loss.
  

  Since we strive our best to serve our customers fully, we will take up this cost and send you a new one again. On top of this, we'll also give you a discount code that you can use in your future purchases.

  Please feel free to reach out to us if you have any further questions or need assistance with anything. All the best!

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally purchased NeuroMD Corrective Therapy Device unit for my mother from the company on April 4, 2022. Paid $180 (plus shipping) After my mother had an adverse reaction to the unit (due to her Parkinsons disease) I requested, and obtained and RMA #185651 from the company on April 10th. On APril 11 I received a confirmation, from NeuroMD, that the shipment was in transit via USPS. According to the USPS tracking info #9302010914700000396820) the device was received at NeuoMD on April 13, 2022 @ 1:22pm I have since emailed the company 4 times and called twice (877-300-9062) for an update on the status of the refund. THey will not respond to my emails, and the phone rings and rings with no option to leave a voicemail (only call back later.) I understand that the refund I am entitled to is $180 minus a %15 restocking fee, per their policy

  

  Business response

  04/28/2022

  Thank you for bringing this to our attention. Your frustration is completely justified.
  
  I checked our records but nothing is showing up in our email database with your name and email address. Maybe another email address was used aside from the one used in your order? Please check the screenshots attached. Both returned zero results.
  
  You are right in saying that we already received the returned package last April 13th. It usually takes 5-7 days (sometimes more) to sort this out from our warehouse. In line with this, I have processed your refund as shown in the last attachment.
  
  My sincere apologies again for any inconvenience. I hope your mother gets the help that she needs.
  
  All the best!

  

  Business response

  05/02/2022

  Hi *****,
  
  Thank you for your immediate response. 
  
  I'm sorry to know that you weren't satisfied with the resolution that we processed from our end as a sign of good faith in delivering what we have promised and living up to our obligation to you as a customer.
  
  Please be advised that I have attached the proof that we didn't receive any email correspondence from the registered email address and registered name as shown in the screenshots I've shared last time. Upon learning of your complaint here, I searched for your details in our warehouse records and actual store. This explains the way I was able to validate the return and process the refund as stated in all our references.
  
  As you can see on the screenshot shared here, we have a returns processing page on your site which was fully automated without the need for any support rep's assistance. This was the same system that was used to process the return for the transaction in this complaint.
  
  I am sorry to say that we are not able to process any additional refunds for this. We have faithfully complied with our obligation and would like to close this complaint anytime soon.
  
  With regard to your feedback about our hotline, I took it personally to verify the whole process and flow with our partner phone company and there's nothing there to cause any malpractice on our part. You were right that there was no voicemail option on our hotline number as it's an IVR. A workflow though was set for the IVR to redirect it to our local number, which will auto-direct you to our voicemail inbox if your call wasn't answered after 60 seconds. Did you call from 5857502051? When did you try calling us? I can check out our records to see if there was any neglect on our end or if it was a technical issue that we have to address ASAP. Any additional information would much appreciated.
  
  All the best and have a good one!

  Customer response

  05/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17116949, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 02/23/22 purchased the Neuromd pain device off of their website for 199.99. The purchase page states 60 day money back guarantee and does not mention there's a 15% charge on returns within this period (you have to navigate to their refund/return link to actually get this info) or find this out when they send you the return label. It is to my understanding when a business provides a money back guarantee they are to refund the entire purchase price. They are claiming because it's medical related there is a disposal fee which I find to be false because I tried another medical device from another company before neuromd and they mentioned nothing about a disposal fee and returned to me my entire purchase price minus shipping cost. Neuromd is charging a 15% fee plus return shipping. Management refused to refund full purchase price minus shipping. If they are going to advertise money back guarantee on the purchase page they also need to disclose the return policy in that same location.

  

  Business response

  04/06/2022

  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 link) and on the Refund Policy at checkout.
  
  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.
  
  The rest of the money should be refunded back into your account 3-5 business days from the date that we have received your return.
  
  Please feel free to send us a message should you have more questions. We are always here to help.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The return policy is horrible. It will cost you 15% of what you paid to return it plus a $6.95 shipping charge even in the trial period. This policy is not made clear so this may also be a FTC and truth in advertising issue. If we cannot resolve this, I will contact the credit card company to help resolve.

  

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/15) */ I am sorry to hear that you are not happy with our return policy. I understand that this is frustrating for you but our return policy is available on time and date of your purchase. This policy is always available on our shipping on returns page. To further explain why we need to charge for the 15% fee. This fee is a disposal fee where being a medical device company, all products that are returned to used to us should be properly discarded and disposed, especially the gel pads for sanitary purposes and make sure that all products being shipped to our new customers are only brand new. The rest, of the money should be refunded back into your account 3-5 business days from the date that we have received your return. Please feel free to send us a message should you have more questions. We are always here to help. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 60 day trial period on their website (attached) never mentions anything about a partial refund. So not only are they charging for a refund, this device has made my pain level much worse. Business Response /* (4000, 9, 2021/12/17) */ As a company whose customer needs and satisfaction is our priority, We would be happy to give you a call and make sure that you are assisted better and that this is resolved for you. We are sorry to know that our device caused you more pain.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered this device to hopefully save my significant other from surgery, it was a last resort. I ordered the item and watched tracking closely. It was out for delivery then marked insufficient address return to sender. I called neuromd, they told me the address was correct so i would need to call usps. After calling the post office they did not put the entire address on the shipping label. So i now don't have a device, my money or any resolution because the "manager" is not in the office. They claim to be sending a replacement but cannot confirm the shipping label has the correct address this time. I just want the device i ordered and i think i deserve some kind of compensation for my trouble but cannot get a return call from any type of manager there

  

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/20) */ Thank you for raising this case. We understand how frustrating this situation can be especially that you are expecting this to help your significant other for his pain. Our manager have reached out to you yesterday and we take responsibility for this issue and have therefore sent you a new package on the correct address via priority mail. Your new package will be delivered to you on October 22. Aside from this, we have also given additional discount to you which you should be notified via email too. Please do let us know if there is anything else that we can do for you. Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are now calling me at 7 am and sending me emails saying that i had 2 packages delivered and i need to send one back. I have only received one package. The other one was lost with the post office because of an insufficient address. It is not my fault that you didn't do your job right and a device was lost in the mail. I am requesting the business seize communication at this time. I received one device- that i paid for, and i am yet to receive their partial refund of a whopping $10 which doesn't even come close to the headache that i have had because of this issue. If this company tries to charge my account for an extra device that i did not receive i will file a lawsuit. Business Response /* (4000, 9, 2021/10/22) */ Hi ********. We sincerely apologize if we gave you negative impression with our questions and the way we have communicated things. Checking the tracking number, indeed your replacement device was delivered and I can confirm that your additional discount was processed, further more, we can assure that you are not charged for anything else.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the NeuroMD device. It would not work. I requested shipping that was expedited and they wanted to charge me for shipping when I should not have been charged. Yvonne the manager on duty was reprehensible. She then told me that weekends are not shipping days. Very deceptive. The device is cheaply made, very expensive and they have yet to deliver my device. I requested that they send it quickly and was told no. I am not sure what to do.

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/18) */ Thank you for being open about this concern. We sincerely apologize if you feel that our device is cheaply made or that you were not granted an expedited shipping as you have requested. The reason why we cannot expedite the shipping for free, as you are requesting is because, we are also being charged by couriers. We can guarantee that your replacement was processed and shipped at absolutely no additional cost to you and your tracking number is XXXXXXXXXXXXXXXXXXXXXX. You should be notified via email about the shipping and delivery of your replacement. Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You sent me a defective product, then lied about shipping and arrival. I was on hold with the supervisor and you kept hanging up on me. When I would call back it would not be answered. I requested the overnight/two day shipping because this delay hurts my recovery. Yet you go around how the courier is charged and you are charged. You then advise that weekends are not shipping days. The last shipment took nearly two weeks to arrive and you state that is acceptable. You do not tell the truth, run circles around what you will do and you can not be trusted. I am in the process of contacting my medical care provider to advise of what you did, and how you respond when you have a faulty product. Business Response /* (4000, 9, 2021/10/19) */ Thank you for taking the time to elaborate on the issue at hand. We take all complaints seriously and hold them to the highest degree. After reading your complaint, it seems like you were upset for various reasons: 1) You received a faulty part, (2) We did not expedite shipping on the replacement part (3) Your calls went unanswered, and (4) Our shipping days and times seemed as though we were lying. First, we sincerely apologize you had an unpleasant experience. We accept full responsibility in the initial faulty part you had received. I also see your request to have the replacement part expedited. Unfortunately, we cannot expedite shipping unless the customer is willing to take on that cost. However, a resolution to the main issue at hand was resolved with a replacement part at no additional cost to you. I'd like to research and listen to the phone calls to determine why you were repeatedly hung up on. Did a manager call you back after each hang up? Also, please private message me at ******@getneuromd.com with your phone number as I cannot locate it in our call software. With regards to hours of operation and shipping, our website states our hours of operation are Monday through Friday 9am - 6pm EST. Further, you may find the days and times at: https://getneuromd.com/pages/contact-us Our orders are fulfilled through our warehouse in NC and we use USPS as our main carrier. According to USPS website (https://about.usps.com/newsroom/service-alerts/), "Mail traveling the greatest distances will be most affected, with a day or two of transit time added for some First-Class Mail and Periodicals." Because we ship First-Class from NC and delivered to your home in WA, your package had experienced the delay as mentioned by USPS. Here is a link to the FTC which has helpful consumer information. In it, you will find that an online business has 30 days or less to ensure delivery of the product to the customer: https://www.consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products. Your product was delivered within 8 business days. Please feel free to reach out to us if you have any further questions or need assistance with anything. Thank you. Consumer Response /* (4200, 11, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ******, Regarding your response, 1) I telephoned last friday and explained the situation in total to the associate. He stated that he needed to receive authorization to expedite the shipping from his manager. He returned to the call and stated that Yvonne said 'no.' Keep in mind this was a referral from my mother's physician to purchase this time. I explained to Yvonne that this delay would further delay my mother's recovery. She said again, no. I was stunned. I asked to speak with her and then the call was disconnected. I called back and pressed '2' which I recall is for orders already placed and it just rang and rang and rang. No one answered. I then spoke to another agent and again, disconnected. Then I called the number again to 'place an order' and Yvonne answered. She told me that weekends aren't business days and/or shipping days. ALso be aware that you charged the account on September 21 but did not ship out until September 24. I was told time and again that I would have to pay for quick shipping on an item that was not at fault, ie your broken item. You apologize? I do not believe anything you and/or your company says to me. You then place blame on the USPS. When you place an order, all the fine print is in the buried backs lines of the site itself. FUrther, you send updates on delivery that never happen. I have never in my life dealt with such a scam focused company and a total lack of consideration and care with their customers. You want to talk to me, then call me XXX XXX XXXX. I would be glad to talk with you. I am in the process of contacting the physician's office and UW Medical Center here in Seattle, along with Neurosurgeon's office that I know refer out the neuroMD to their patients to advise of the situation I experienced and that you and your company can not be trusted. As I told Yvonne, it isn't necessarily about the product, it is how you are treated and pardon my use of the word, you and your company treat their customers like ****.

*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. ↩