ComplaintsforOxygen Health Systems LLC

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: 8/20/23 Amount of money I paid to business: $129.00 ($29.00 in dispute)What the business committed to provide me: **** Express Shipping $29.00 along with Bravo Super Probiotic product What the nature of dispute is: $29.00 **** Express Shipping Fee since was not shipped **** express, received 6 days later Whether or not business has tried to resolve the problem: I have emailed business on 8/25/23, 8/29/23, 8/30/23, called on 8/29/23, left online chat message with email address on 8/29/23 with no response from business customer support Account/Order/Tracking number:Order number ***** with confirmation jSd9Ipv **** Tracking Number ********************** Details of Timeline Below:8/20/23 Ordered product online via website ************************************** Order Confirmation jSd9Ipv Order number ***** Bravo Super Probiotic Concentrate - 300 Probiotic Strains which comes with free priority 2 to 3 day shipping Paid extra $29.00 for **** Express mail shipping with reported shipping time of typically 1 to 2 days.Received product 6 days later on 8/26/23 **** tracking (attached)- was not sent via **** Express mail.8/25/23 Friday - I emailed customer support email address provided ******************************** with order number reporting problem and requesting refund of express shipping fee $29.00 given shipping was not sent express (attached).8/29/23 Tuesday -I emailed Bravo second time to report problem requesting refund and follow up and included **** tracking information as proof (attached)8/29/23 at 3:50pm PT I called and left voicemail at website phone number ************** for ***************************** (no response) 8/29/23 at ~4pm PT I left online chat message with request to reply by email address on website (no response)8/30/23 7:25am Emailed ******************************** with no response so far.

  Business response

  09/01/2023

  Hello M,
  
  We looked at the tracking details of your order. It appears it was shipped via Priority Mail instead of Express. In the month of August, during the vacation period, we switched employees in the shipping department and this was an uncommon mistake that had occurred. We are very sorry, as this should not have happened. We usually resolve our mistakes timely and your shipping will be refunded. Not only that, but we will give you a full refund. We have had many repeat customers through the years and honesty is our policy. 
  
  Sincerely,
  *************************

  Customer response

  09/05/2023

   
  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 appreciate their help with looking into it and their assistance with a solution. 
  Sincerely,
  
  Mar ***

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 20, 2023 I purchased 1 oz of Bravo Probiotic Yogurt Starter for $49.95 from Oxygen Health Systems LLC. However, I only received ****g of product, which is approximately ? oz. I contacted the owner, *****************************, on January 24 via Chat on his website. I requested that he correct the problem by sending an additional ? oz (which would have been 2 additional packets of each of the 3 components that make up the Bravo Probiotic Yogurt). I weighed the unopened packets on my digital scale and obtained a weight of ****g or ~ oz, but the contents weighed ****g in total. He told me I was wrong and fibbed when he said nowhere was 1 oz mentioned for $49.95. I provided him with a screenshot and red circled where it indicated 1 oz. He fibbed again when he said 1 oz was the prepared shipping package weight. I pointed out that the shipping label on the package indicated 4 oz. Instead of sending me 2 extra packets of each of the 3 components that make up this particular probiotic yogurt, which would have given me a full 1 oz or starter as indicated in his product listing, he told me he didn't want a customer like me and blocked me. There's also a discrepancy in the number of probiotic strains claimed. His website indicates there are over 300 probiotic strains, but he had told me in chat that there are 40 probiotic strains. When I asked him what happened to over 260 probiotic strains, he never replied. The packets received are blank white with no *** approved label information. Just blank white. After he blocked me I ****** searched "***************************** Oxygen Health Systems LLC" and the first listing was for a Warning Letter he received from the *** (*****************************************************************************************************************************************************************************************). At this point, I believe he is a scrammer and is completely untrustworthy and unreliable.

  Business response

  01/26/2023

  First of all the customer seems to think we are the manufacturer of the product which we are not.

  Also the customer has twisted the truth in order to scam ** out of getting free product.

  The shipping weight the the customer referring to is the shipping weight to the smallest increment allowed by out website which is clearly underweighted at 1 ounce since.

  The product packaging shows the actual weight of what is in the product and is clearly visible on the site.

  The number of strains in the product has *** independently verified by DNA testing. This has been done by the manufacturer BRAVO Europe.

  I never told the customer that there are only 40 strains when there are 300. We are happy to refund the customer once he returns the product to us. 

  The product pictures are attached are on our website and clearly indicate the weights on the product packaging.

   

   

  Customer response

  01/26/2023

   
  Complaint: 18895307
  
  I am rejecting this response because: What I stated is 100% truth. I have screenshots of everything that was said between ***************************** and myself before he blocked me. Please read over all the documents I've attached. I stand by my original complaint. It is ***************************** who is twisting words.
  
  Sincerely,
  
  ***********************

  Business response

  01/30/2023

  As mentioned, 1 ounce is the shipping weight. The product weight is on the packaging of the product. We have sold thousands of these products and no one has ever questioned it. Please return the product and we are happy to refund.

   

  Customer response

  01/30/2023

   
  Complaint: 18895307
  
  I am rejecting this response because:

   

  There are multiple problems at hand per ****************************************, Consumer Complaint Coordinator at the ********** *************** of the ** Food and ******************* ******* of ***** & Animal Food Operations
  And ****** of ********** Affairs). I stand by my original complaint. ********************************* and Oxygen Health Systems LLC is being thoroughly investigated. 

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

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ordered one bottle of beet flow vitamins under her phone number ************ and her email ************************ They shipped it and it arrived over 100 f degrees because it was shipped without any packaging coolant. She called and complained that the beet flow vitamins would not be usable due to the neglect and they sent a ************* with a ice pack as large as a pack of playing cards. This ************* and the ice pack were received over 100 degrees also. She called twice and left messages and called the parent company to complain. I also called yesterday and let a message and no one returns any of our messages.

  Business response

  08/10/2022

  Emperical LAbs (The Manufacturer) has said that the product is stable at ******************************************************************* high heat with now issues.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After a recommendation from a friend, I purchased "Bravo Probiotic Yogurt MAF *********** 4 Kit Set - 300" from the bravo-probiotic-yogurt.com website, which is a subsidiary website of Oxygen Health Systems LLC. My invoice # was ****. I followed the included instructions to prepare the yogurt to the exact specification. I used a raw milk farm that tests each lot of milk for bad bacteria and lab certifies this before distribution. After the fermentation period I placed the yogurt in the fridge for 1 day, then I tried 1 cup of it. Between 6-8 hours later I was in agony and tears, in the worst stomach pain in my life. Short of going to the hospital, I took pain medication, which dulled the pain enough for me to sleep, and the next day I experienced diarrhea. I am not lactose intolerant, nor sensitive. Suffice to say, the Bravo Yogurt product was the cause of this issue. I contacted the support telephone number on the Bravo website while I was in agony, but was not able to get ahold of anyone. I also submitted a contact form entry and received no reply. As a customer I feel wronged by the product and left on the side of the road by support.

  Business response

  02/04/2022

  1) We have no emails or Voice mail from **** regarding her issue.
  2) The customer left out the part of the date of the milk that she used and the disinfection process used for her equipment. 
  3) The customer also left out the date she purchased the kits she had utilized in the past since she did purchase a 4 kit yogurt starter kit. 
  4) . The customer purchased raw milk farm.  - RAW milk is much more susceptible to spoiling and developing bad bacteria as it does not go through the pasteurization process. I am not sure

  Why she is not considering that the raw milk was the issue. Note that all of our yogurt starter batches are also certified.
  

  We have not had any other complaints regarding this batch of starters and I have utilized this batch myself many times. Also, it would be hard to believe that if the customer purchased the starter kit in mid-2021 and almost a year has gone by that she has not made a yogurt from this kit of 4.
  The customer did not say that she disinfected her equipment prior to usage of the yogurt. This is a necessary part of the yogurt-making process.

  Failing to disinfect the equipment can cause a bad yogurt batch. Using old Milk can also cause issues with the yogurt batch.

  Even though the customer says her milk was certified, there is more likelihood that her milk was bad or the process she utilized for making the yogurt did not include proper sterilization techniques leading to her bad yogurt batch. Also, the customer purchase was from early 2021 and she purchased a 4 set kit. 
  
  It would be hard to believe that she waited a whole year to make her first batch of yogurt.

  We are not opposed to providing a refund, but the customer must return the other 3 parts of the kit prior to any refunds.

  If this was the first batch of yogurt the customer has made then she should still have three kits available for return.

  If she has used the other 3 kits in the past then blaming the yogurt starter kit may be an incorrect assumption.

  The customer should return the other 3 kits to us for a full refund. If the customer doesn't have the other 3 batches then it means that she had consumed it before successfully and the issue is either in her disinfection process or the "so called" certified raw milk!

  Customer response

  02/08/2022

  Complaint: 16705219
  
  I am rejecting this response because:

  #1 First off, Im in a state of shock after enduring one of the most painful and agonizing experiences of my life so far, that a business would reply with such an arrogant, ignorant, and callous response with no compassion for the situation whatsoever. You have to be lacking any sort of empathy to reply this way.

  
  #2 I filled out a contact form entry at the following URL - https://www.bravo-probiotic-yogurt.com/index.aspx?pageid=4263826 on November 12, 2021 describing in great detail the experience with the product and received no response. So the email was either blatantly ignored, or the website email form delivery system was defective. 

  
  #3 My boyfriend power-called your company on November 11, 2021, while I was in painful agony, panicked, in an emergent situation. Ive attached a screenshot of the calls having been made between 4:24PM to 4:26PM. 

  
  #4 I relocated to the *** on August 11, ********************************************************** Thereafter, the raw milk was legally purchased from a health food store in my local state and was in date. The milk was also tested/drank a few days before and no issues were experienced. The instructions included in the Bravo package explicitly recommended that the milk used should be raw and unpasteurized. We also called the raw milk farm directly and they confirmed that the lot we purchased had been tested, which is consistent with the fact that we experienced no issues when having drank it a few days before, prior to preparing the yogurt. 

  
  #5 The equipment used were standard household metal and glass cooking bowls and utensils exactly as prescribed in the Bravo instruction manual. They were cleaned/sanitized in a ******* stainless steel dishwasher with a high temp setting, utilizing Cascade dishwasher detergent, and heat dry prior to use. These bowls and utensils were absolutely sterile. 

  
  #6 The original date of purchase was included with the attached invoice with the BBB dispute filing. The purchase date was July 1, 2021. The tracking number was LZ591977959US and it was delivered on July 9, 2021.

  
  #7 Saying that nearly a year had gone by before utilizing the kit is an incredible exaggeration. Once again, I purchased the kit on July 1, 2021 and thereafter received it on July 9, 2021. The expiry date of the kit was 01/27/2023. I prepared the very first and only kit commencing on November 9, 2021 - this is exactly 4 months after receiving the product, not nearly 1 year. I was not in a rush to use the kit and I do not have to explain why I chose not to immediately prepare the first batch upon purchase. The other 3 kits went unused and photos of those 3 kits are attached to this reply. 

  
  #8 In finality, the raw milk was not the culprit as it was in date and consumed days earlier without issue. All of the cookware was fully sanitized. The issue is the Bravo product itself and the way that it personally affected my body. No customer should ever have to endure such pain and agony in using a product, then be completely ignored, and thereafter upon escalating the matter be met with such arrogance, skepticism, and callousness. I am completely shocked and appalled by this entire experience. 

  
  Sincerely,

  
  ************ Court
  

  Business response

  02/10/2022

  Lucy,

   

  You did in fact go against Health ****** Regulations which do specifically say that drinking Raw Milk weather or in the expiration date is a very risky proposition and they are warning not to do it. 

   

  Enclosed is the message direct from Health ******.

  Recent cases of illnesses linked to the consumption of raw milk prompt Health ****** to remind ********* that drinking raw (unpasteurized) milk increases the risk of contracting a serious foodborne disease such as E. coli. The sale of raw milk has been strictly prohibited under the Food and Drug Regulations since 1991

  I don't know of any stores that sell raw milk here in the *** because it is no allowed. 

  We have already stated that if you return the remaining packets f the yogurt that we would give you a refund. I am not sure of the logic in calling a manufacturer of a product if you had stomach pain and not seeking medical advise to  check for serious foodborne disease such as E. col from the Raw milk you claim was good.

  Would you like to return the remaining packets for a refund?

  Please let us know how you would like to proceed.

   

   

  Customer response

  02/10/2022

   
  Complaint: 16705219
  
  I am rejecting this response because:

  #1 Bravo Yogurt, the product you sold me explicitly stated and recommended to use raw milk in the preparation of the Yogurt. Health ****** has nothing to do with this matter. The product was prepared in **************************** where the milk was legally purchased from a health food store. Why are you even debating the raw milk issue, when your product instructions specifically stated to use this?

  
  #2 Medical advise was sought during this experience. We contacted a physician who advised to wait a few more hours to see if the pain would subside, which it eventually did. We called a friend who also purchased the product to see if this is what he experienced. We called YOU, the vendor of the product, to see if this has happened to anyone else and to report the issue.

  
  #3 Your behaviour regarding this is completely despicable and unacceptable.

  
  #4 After photographing the 3 remaining packets I threw them in the garbage where these pieces of toxic waste belong. You can provide a refund for your toxic product and take responsibility, otherwise I will be forced to escalate the matter to the *** and ****
  
  Sincerely,
  
  Lucy Court

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