ComplaintsforOmron Healthcare, Inc.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 8 months ago I bought a nebulizer from a store front pharmacy. It came defective missing an important piece, (filter) I was told that using the machine without the filter would damage it. The machine shipped with no filters even though it was on the box (6 filters included) when I went to change the filter there was not a filter in the unit nor in the box. A call to customer support informed me that using the machine without a filter would damage it so she sent them to me. I believe the damage had already occurred because during the time that I have had the filters in the machine I do not get any relief from it, and it just foams. Over two weeks ago I attempted to get into contact with this group. I talked to tech support because I thought this was a tech support issue, and they said it was a customer service related issue. And Tech support had me send the details to ***************** i have since sent all over two weeks ago and have asked for a response on 2 occasions, The company has failed to respond to the forwarded emails including the pictures of the what the defective device is doing. Since using this device I have had to see a pulmonologist for the first time in 15 years to see if anything had changed with my asthma. I told him the nebulizer was not giving the treatment it once did. They thought my symptoms are just worse. But I broke out my old ******** with a cracked cup and it worked fine, I breathed fine. Omron Technical Support case ******* here is the case number. I am hoping that by sending this into the BBB I can get someone to respond.

  Business response

  09/16/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by the consumer.   A representative from our Consumer Support Team has followed up with the consumer regarding case *******. During our conversation, we identified that the consumer was using warm purified water to clean the unit, which is not recommended and likely caused the foaming issue they experienced. To resolve this matter, we are arranging for a new unit to be sent to the consumer, along with a return label so we can retrieve and inspect the original unit.    Please let me know if any additional information is required. We are committed to ensuring a satisfactory resolution for the consumer and appreciate your assistance in this matter.   Thank you for your attention, and please dont hesitate to reach out if there are any further questions.

  Customer response

  09/18/2024

   
  Complaint: 22285292
  
  I am rejecting this response because:I only had 7 days to accept or reject from the BBB. I have not received the device.  Once I receive the device the response will be accepted. 

   

  Thank you
  
  Sincerely,
  
  *************************

  Customer response

  09/20/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The error signal keeps happening. I tried 3 times today to get a ** reading. I also change batteries often Very disappointed in the product.

  Business response

  05/22/2024

  Thank you for reaching out and allowing us to respond to the recurring error signal you've encountered with our product. We understand how frustrating this situation must have been for you, especially after multiple attempts to get an accurate blood pressure reading.   Upon receiving your feedback, we promptly investigated the issue and reached out to you directly. After learning that your arm size is under 9 inches, we realized that the standard cuff size may not have been suitable for your needs. To address this, we immediately sent you a new unit along with a smaller cuff that is better suited to your arm size.   We are pleased to hear that these measures have resolved the issue for you, and your satisfaction is of utmost importance to us. Thank you for choosing Omron Healthcare, we appreciate your patience and understanding throughout this process.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  01/18/2022, I bought an Omron blood pressure monitor within the last year. However, this blood pressure monitor has serious quality defects and it never works properly. I reported the product quality issue to Omron customer service but and have returned this product once. They found the product worked for them when returned, so sent the same product back to us. This Omron 5 has a 5-year warranty, we are both seniors and my wife needs to use this daily. I request Omron to refund me for this defective product or replace it with a NEW one. I sent the product back one time and I had to pay postage, if they want it back again they can have it picked up or send a return label. Your OMRON product are useless.

  Business response

  04/16/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with your Omron blood pressure monitor. We take all customer feedback seriously and are committed to resolving this issue to your satisfaction.
  Upon reviewing your complaint, we understand the importance of having a reliable blood pressure monitor, especially for daily use,particularly for seniors like yourself and your wife. We regret that the product you received did not meet the quality standards we strive for at Omron.
  We have processed your request for a refund for the Omron BP742N blood pressure monitor. You can expect to receive the refund in 7-14 business days.
  We understand the importance of reliable blood pressure monitor, especially for individuals who rely on it for daily health monitoring.Our aim is to ensure that you receive a satisfactory resolution to this issue.Should you have any further questions or concerns, please do not hesitate to contact our customer service team.
  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve it promptly.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Omron to let them know that there blood pressure machine is not accurate. My husband needs to monitor his blood pressure everyday and we cannot rely on their machine. We just purchased it 6 weeks ago. They told me to ship it back to ******** at my expense and it would take weeks to examine the monitor. My husband cannot go weeks without taking his blood pressure. as he is a stroke patient. This monitor was tested at the doctors office.Im hoping you can be of some help to us. Thank you. God Bless

  Business response

  03/23/2024

  Thank you for allowing us to respond regarding the issue with the Omron blood pressure monitor. We sincerely apologize for any inconvenience this may have caused, especially considering the critical nature of monitoring the consumers husband's blood pressure.
  We are pleased to say that we have taken immediate action to address this matter. After reviewing the concerns, we have contacted the consumer directly and arranged for a brand new unit to be sent to the consumer,completely free of cost. This replacement unit should arrive shortly, allowing the consumers husband to resume his blood pressure monitoring without delay.
  We understand the importance of reliable health monitoring equipment, especially for individuals with specific medical needs. Our aim is to ensure that all consumers have a dependable and accurate blood pressure monitor that they can trust.
  Once again, we apologize for any inconvenience experienced,and we appreciate the patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to contact us. 

  Customer response

  03/25/2024

   
  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.

  
  Thank you for your help regarding the Omron Blood pressure monitor. The company is sending me a new one which I should receive in a few days. I appreciate your prompt action. God Bless

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

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/2/23 i purchased a blood pressure machine at CVS. Since purchasing this product i have only used it maybe 2x. I mostly purchased it because my mom gets sick frequently and i need to have it around the house in case of emergencies. About 3 weeks ago my mom wasn't feeling well and i tried to hmuse the machine and it wouldn't work. I changed the battery and nothing. I noticed that as per company there's a 2 year warranty. I contacted customer service and they refused to send a replacement. I would need to send out the one that doesn't work and wait for 3 weeks until they figure out what's wrong with it. It is well within the 2 year so i shouldn't have to be without one. I had a ** machine from Rite Aid which worked perfectly with no issues. I do not want to purchase this brand. I would like my money back because their products are not good quality

  Business response

  02/29/2024

  Thank you for bringing this issue to our attention and allowing us to respond.
  Upon receiving this notice, we immediately initiated an investigation into the matter to understand the root cause and to ensure prompt resolution.   After thorough investigation and direct communication with the consumer, we were able to identify the issue and address it. We have taken corrective measures to prevent similar occurrences in the future, and we are confident that our actions will contribute to improving our overall customer experience.
  As a demonstration of our commitment to customer satisfaction and as a gesture of goodwill, we have decided to issue a full refund to ****************. This refund will be processed promptly to ensure that the consumer is reimbursed for any inconvenience they may have experienced.
  Please consider this matter resolved from our end, and do not hesitate to reach out if you require any further information or assistance.  We look forward to continuing to serve our consumers with the highest level of professionalism and integrity.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I I take care of my 90 year old mother 24/7 and shes been on losartan 25 mg and water pills to treat her hypertension, which means I have to keep her under a constant monitoring of her blood pressure reading. I would like to tell you a disgusting and scary story about the Omron automatic blood pressure monitor system. Obviously defective and I wonder how many people have based their health care on this false readings. I bought my machine in 2023 August from CVS pharmacy. I began doing weekly readings which I communicated to her PCP. For several years she diagnosed my mother with hypertension and put her on blood pressure medication based on her readings. This week February 17 late night, we experienced a very scary event. I used the Omron and got 157/89 reading the first time, and I gave her another losartan 25 mg thereafter ( she already took one in the morning) so its less than 24 hours before I gave her the second dose). We waited close to 30 minutes. This was after the 2nd dose, We used the Omron and got 171/89 blood pressure reading in left arm ( reading increased from 157 to 171) and after another 30 minutes to an hour, we used Omron and got 171/89 again in her left arm. (No change) These are readings suggestive of someone having a stroke. I was scared and was going to call her PCP and Im sure she would tell me to go to the *** I was worried for I then started getting anxious and i heard a young girls talking to a man coming from the floor below my apartment joking and carrying on about messing with my Omron readings because its digital and easy to mess around and hack into the reader. I was going to incur ER charges because of defective hackable equipment and I was also thinking of giving another blood pressure pill which would have caused my moms blood pressure to be very low. This equipment needs to be recalled and a possible class action lawsuit. I want a refund and other damages.

  Business response

  02/22/2024

  Thank you for allowing me the opportunity to respond.   The issue raised by the consumer has been fully documented and successfully resolved to their satisfaction.    After thorough investigation and communication with the consumer on February *************, we were able to address the consumers concerns and provide a satisfactory resolution.  Per the consumers request we have replace the product free of charge.  Omron Healthcare, Inc. is committed to upholding high standards of customer satisfaction and ensuring that any concerns brought to our attention are promptly and effectively addressed. We value the feedback and trust of our consumers, and we strive to continually improve our products/services based on their input.   If you require any further information or documentation regarding the resolution of this matter, please do not hesitate to contact our *********************** at **************.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I logged into my account to update my email address but was unable to do so. I then attempted to contact this company to update my email address on my account profile for their app. I was asked to give them my date of birth or last 3 blood pressure readings from my monitor which is wildly inappropriate and a violation of my privacy. Additionally, they claimed it was a HIPAA violation to change this information without giving the requested information but then told me that I could have put any name into my online account which made no sense. If they want to be HIPAA compliant they could send me a 2 factor authentication code to verify but this was completely inappropriate.

  Business response

  02/13/2024

  I want to express our sincere apologies for any inconvenience or frustration **************** may have experienced in her interactions with our company. It deeply concerns us when a consumer encounters any issues with our products or services.  We value our consumers security and ensure that everyones personal information remains protected at all times.

  As part of our commitment to maintaining the highest standards of security, we have strict verification steps before making any changes to consumer accounts.  We understand that even with our efforts, the outcome may not have met **************** expectations or fully resolved the issue at hand. For that, we sincerely apologize. It is always our intention to provide exceptional customer service and ensure that our consumers feel valued and supported. 

  We have made every effort to assist **************** in resolving the situation to her satisfaction. We have thoroughly investigated the matter and explored various solutions to address her concerns promptly. In our attempts to support her, we have offered a refund as one of the potential remedies.
  If there is anything else we can do to assist you or if you have any further feedback to share, please do not hesitate to reach out to us.

  Customer response

  02/13/2024

   
  Complaint: 21267163
  
  I am rejecting this response because my account still has not been updated with the proper contact information, specifically my email address. Creating a new account will make me lose all of my current data and issuing a refund for my device does not solve the problem in any way, shape or form. 
  
  Sincerely,
  
  ***********************

  Business response

  02/14/2024

  As previously stated, before we can proceed  with the requested changes, we need to verify some information to ensure the security of your account. As part of our commitment to safeguarding your personal information, we have strict verification procedures in place.  **************** will need to contact our consumer support center and provide the necessary information so her account can be verified.  Once we receive the necessary details and verify them, we will promptly assist **************** with the changes she wishes to make. Rest assured that all information will be handled with the utmost confidentiality and in compliance with our privacy policies.

  Customer response

  02/14/2024

   
  Complaint: 21267163
  
  I am rejecting this response because: you are not a medical care provider and not entitled to my personal health information of date of birth to simply update an email address that could be easily verified with a dual authentication text or a way for me to login to my own account and update my own information.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omron refuses to provide service and support for a device that is less than three years old (a blood pressure wrist watch). The band has cracked and all that I am requesting is to be able to purchase a replacement wristband. They state that they neither sell parts *********** out-of-warrantee units.

  Business response

  08/23/2023

  Thank you for providing Omron Healthcare the opportunity to reply.   Our consumer service team reached out to ************************* today and resolved the issue.  We are replacing his defective product with a new one and we are paying for the shipping fees to send the defective product to our ***************** for testing.   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally I was only going to purchase a blood pressure monitor. But their website told me that if I added $19.01 more I would qualify for free economy shipping. So I decided to purchase another product, that was well over $19.01, so that I could get the free economy shipping. I made sure to select economy shipping. After I did so the red arrow changed to green and it then said You have qualified for FREE economy shipping. But the shipping charge was charged to me even though the website said it would be free. I thought it was strange that the shipping charge didnt come off once it told me I qualified for free shipping, but I figured the shipping charge would be dropped at the time of purchase. But, to be safe (just in case there was a technical glitch or a fraudulent business practice), I decided to take screenshots just in case. Im glad I did.I requested a $15 refund for the $15 shipping charge I was erroneously charged, and mentioned that if they would like to offer an additional refund for all the time it had taken me to document and write up the first correspondence, and the second correspondence, to handle a matter that never should have happened in the first place, that would also be appreciated. Then I said Thank you.Most of the above is word for word what I said, only in third person. They had initially wanted to know who told me the shipping would be free, and if I had any screenshots. I explained everything to them and sent them the requested screenshots. Nevertheless, they repeatedly told me that my $93 order didnt qualify for free shipping as the total has to be $99 or more. They did not even acknowledge everything I had written and the screenshots I had provided that they asked for. I felt like I was talking to a bot and not a real person. I even mentioned about going to the Better Business Bureau, but nothing changed. So, here I am, trying to get my $15 back.Thank you for your assistance!

  Business response

  08/01/2023

  Thank you for allowing us to respond to this.   Our Consumer Support Team has reached out to ************* and refunded her the shipping charge.  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased & received January 2023 an Omron - HeartGuide Smart Watch Blood Pressure Monitor with Sleep and Activity Tracker. It worked for a month or two then stopped couldnt even turn it on. I called/arranged with vendor to send it to them for repairs. They have had it over 30 days. I called them today and now they say they dont know if/when it will be repaired and was unable to confirm replacement. Since they have the ** Watch/monitor, I asked for a refund they said NO. Considering I purchased this $499 product (including extended warranty) specifically to track my ** for my health and wellbeing, I would like to HAVE IT or a REFUND for the purchased price, shipping & handling AND for the cost of a new BB monitor. Serial *************:- ************ Payment Details - Acct #: ******** - Transaction Number: ********* - Transaction Date/Time: 05/03/2023 11:00 AM CDT - Transaction Amount: $28.70 - Payment ***************** - Priority Mail Small Flat Rate Box - 9406 1036 9930 0027 5347 17 (Sequence - Number 1 of 1) Scheduled Delivery Date: 05/05/2023 - Shipped to: OMRON HEALTH CARE INSPECTION CENTER, ******************************************************************** HELP please. *************************, **************, **************************

  Business response

  05/30/2023

  We apologize for the inconvenience **************** experienced with our inspection process.    We have contacted **************** to explain our process and remedy the issue.   As a result of that conversation we have sent **************** a new Omron - HeartGuide Smart Watch Blood Pressure Monitor with Sleep and Activity Tracker.

  Customer response

  06/01/2023

   
  Complaint: 20092395
  
  I have received OMRONs response that they would ship a new product via ****** however ***** has not delivered the product. Every day since last week, they have sent me a message the product will be delivered by 8pm or 10pm. So far, I have not received it. I was finally able to get through ***** yesterday & they said I could pick it up at one of their ***** locations today (a ********* near me) stating they would notify me when it was ready. Today is the day. Ill be heading out shortly to pick. Feel free to confirm this with *****. 
  
  6/1/23, 12:00 ***********! The eagle has landed. The Omron package is now in my possession.

  Thank you & Omron for your/their time & attention.

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

*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. ↩