Complaints

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought a modem on amazon at the suggestion of eh and purchased a so called compatible router from eh for over two hundred dollars. for a year i had issues back and forth and eh blamed me later on to find out that their equiptment is infact faulty. i over paid my internet bill for more than a year because i was unaware that the standby router was only 100mbps. i was paying for 300 mbps. i spent over six hundred dollars with my isp, waiting for eh to trouble shoot so that i can resume using higher speed. a lot of time wasted money lost and faulty custom made equiptment. also i had paid over one hudred dollars in trouble shooting. furthermore a usb adapter i purchased bent my usb port because of how heavy it is and was not useable. also the power protect strip i purchased ( custom made ) from them did not keep my equptment from frying / being fried during a power outage. my mac desktop fried, my router fried and the strip did not protect anything. a lot of time and stress and money! my isp had to charge me for 300mbps but i was only using 100mbps waiting for a resolution.

  Business response

  11/29/2023

  We have worked very hard for years to try to assist this customer.  We have assisted many thousands of customers over the years personally on the phone and in person.  We hold a rating of 4.8/5 on *************** as testament to our good service record.  In this case, we must cease doing business with this customer due to ongoing complaints of things that were never our responsibility and unprofessionalism on the part of the customer.

  We sell Gigabit wired routers and low-emission WiFi routers.  We haven't sold a 100mbit router for probably over a decade.  We never sold her such a unit.  We have given her hours and hours of free phone support - support that we could have and should have billed but did not.  We were simply hoping to help her.  It really sounds like she needs someone in-person to help.  It also sounds like she has had numerous issues with her own equipment - particularly her computer - that once again have nothing to do with our equipment or recommendations.

  I am very sorry we could not please this customer, but we tried very hard.  We will not issue a refund 3 years later, because se she is unhappy with things at this time so far after the fact.  We are very flexible with refund periods and working with customers to ensure they are happy.  Those things are generally 30, 60, 90 days.  We do go beyond that and have been known to refund longer in rare circumstances when it seems the right thing to do.  But 3 years later?  We will not

  We wish this customer the best, and hope that she can find someone local in person to provide her the help she needs.  We suggest a friend, family member, or local mom-and-pop computer provider who cares.  We would be happy to speak to a 3rd party on-site service provider to provide assistance.  We cannot provide direct assistance with this customer anymore.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February, I called Electra Health & told someone that I want to lower the wifi emissions in our office & that we were using an **** wifi modem. I was told that their *** 100 would lower the wifi emissions by only sending signals out when someone was using wifi and otherwise go into sleep mode. I was told this router would work with our modem.I purchased the router and a few safety products on February 22nd. Before I opened the box, I did more research and was concerned I may not have received all of the information I needed about the router. I went to the companies forum and posted a question. **** responded to my question saying that the router wouldn't reduce wifi from another device. That is the whole reason I purchased it because their team told me it would.I called them several times saying that my office wasn't going to purchase a new modem in addition to their router, we have one from **** and were told we would be able to connect the *** router to it. I said I want to return everything. I did not receive a call back to any of my messages.I called again saying I would write refused on the unopened box and send it back which I did.I did not receive a refund. I made several attempts to contact them by ************** Finally on April 13th, I received a partial refund. They claim that they don't refund the initial shipping to me & claim a restocking fee. They gave me erroneous info. They said their product would work, then later said we had to also get a new modem, later said **** won't let you use a different modem. I based my purchase on their recommendation, and would not have purchased it if they clearly communicated.I paid a total of $359.91 and was only refunded $275.34.I have all the communications to & from Electra Health as well as their product ************* page and will supply all emails if needed.They promised to have the owner contact me about waiving the fees and completing my refund and there has been no contact by the owner.

  Business response

  05/24/2023

  We try very hard to run a fair business that balances customer needs and desires with our need to cover costs and make a living.  It seems like we have been doing a good job at this - as we have a 4.8 out of 5 rating on ShopperApproved.  This rating only came through lots of hard work.  Our genuine customer reviews are approaching numbers in the thousands.
  
  This being said, we cannot guarantee a perfect satisfaction for every customer.  We try hard to communicate and give accurate information.  This customer received free, personal support from our in-house US team.  We tried to explain to the customer what this product can and cannot do.  There seemed to be misunderstanding, but I believe the customer needed more time to understand how to use the product.  The customer appeared to not want to take the time to learn, but instead wanted to just return the item.  That is fine - we allow returns.  However, because building/modifying products, storing, tracking, paying bills, testing, packaging, shipping, processing orders, and processing returns costs money, not to mention all of our other overhead, we reserve the right to charge a restocking fee.
  
  This right to charge a restocking fee is clearly stated and specified in our written Terms of Service.  We have even made sure that every time we update the **** we "snapshot" it with web.archive.org.  This proves what and when was in place.  We don't update it that often, and at the time this order was placed with us our policy did allow us to take up to a 20% restocking fee at our discretion.
  
  The customer would have experienced much lower WiFi emissions in the house had she kept this product.  She just needed to have some more patience and learn how to use it.
  
  We are sorry she is not happy with the restocking fee.  We are not willing to give a full refund for this order.  We could entertain a partial refund or re-shipping the item back to the customer.  The product would work for her.  She just needs to disable the WiFi on her ATT modem.  Disabling that source reduces her overall exposure in the house.  It is still best to use wired devices, not wireless, and disabling WiFi and Bluetooth on as many devices as possible and wire everything up.  Our low-emission router lowers overall exposure by replacing the WiFi in a typical router.  It cannot lower emissions from client devices (phones, tablets, laptops, etc).  Some of these devices may be able to be lowered through advanced settings.  A router does not control the power output of a client device.
  
  I am hoping we can come up with something here to make the customer happy, and hope that I am gesturing that we want to help and care about the customer and her overall results.  I would really like to see her have low-emission technology installed if she is wanting to continue using WiFi.  We can help.  Normally we charge for this service.  But we would be willing to give the customer some extra guidance for free this time as a gesture of goodwill.

  Customer response

  05/26/2023

   
  Complaint: 20076825
  
  I am rejecting this response because I received accurate information on my initial phone call from *****. After ordering the product, I clarified a few things on the companies forum. It is clear in ****'s response that he gave misinformation. He said that their product would not work with AT&T, and that we would have to get another modem. In a later email exchange with *****, he said that their product does work with AT&T.

  I sent the product back because of the misinformation given by **** in the forum.

  There are other BBB complaints with this company stating similar issues.

  This complaint will be resolved when the company refunds me the money that they have not yet refunded.

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

  Business response

  06/05/2023

  After another review of all correspondence, there is not more refund available for this order.  The customer had to pay the restocking fee as many customers do.  We made other offers, but they were rejected.  Our goal is to help customers reduce their exposure.  This product can do this.  If the customer wishes to re-order the product, we can offer a considerable discount.  That is the best we can do.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a smart router from this company on 1/10/23. After multiple attempts to get it working as intended, I contacted the company to return it. I was provided with shipping information. I paid $294.74 for the router including 45 min of consultation ($35) ($259 for router) plus shipping. Invoice number: SUS17690. My tracking said the router arrived on 2/15/23. I still have not recieved my refund after many exchanges with the company. I have the screenshots of the messages, including a message from a ***************************** on 2/4/23 stating it was recieved on 2/17 and being processed for return. "Hey ******,I hope your morning is going well. I just took a quick look at our records, It looks like we received the router in our office on Friday afternoon, was inspected on Monday and moved over for return processing later that same day. As **** stated above, it's usually processed between 5-7 business days from day it's received. He acknowledged it was received by letting you know he has prioritized this order with upper management to get the refund processed for you. I will see if I can get an update for you today on the status. Thank you for understanding.Cheers,- ***** - ElectraHealth Team"All communication says refunds are issued within 5-7 business days. We are approching a month now. I even messaged that I'd be filling a complaint to BBB if I had no updates by Friday, to which the only response was "Let me reach out to the owner this morning". Please assist in getting my refund asap. Messages are attached so you can see the dialogue.

  Business response

  03/06/2023

  I am very sorry for the delay in the return.  We normally do process these quicker.  We got a little backed up, but are working today to catch back up.  **** did notify me this morning about your message from Friday.  **** was out of the office last week for family vacation.

  I have waived most of the restocking fee, and issued the refund.  You should see an email from our payment processor confirming the refund to your card.  Normally the restocking fee is up to 20% but we only charged 7% for this order.  I apologize again that you were waiting so long for the refund.  I appreciate your understanding and patience.

  Please let me know if there is anything I can help with now or in the future.

   

  *************************

  Owner, ElectraHealth.com

  Transaction *********** has been successfully ACCEPTED by the system.
  
  
  Below is a summary:
  
  Transaction ID: ***********
  Payment Method: XXXX1976
  Amount: USD (255.69)
  Customer Name: ***********;*******

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with *************************** at ElectraHealth on 12/14/2022. While purchasing some other items, he was telling me I could save a lot of money by just purchasing their specialized router instead of hardwiring my office with ethernet. He told me that he could ship the router out quickly and get me set up with it as soon as I received the router. He offered a one time support fee which would give me access to tech support through the company which I purchased. I purchased the router, received, and brought it up to my office on Monday, 12/19/2022. I followed the instructions and the router wasn't connecting me to the internet. I called **** and left him a voicemail and I didn't hear back from him. On Tuesday, 12/20/2022 I reached out via their online support asking for help. **** emailed me stating he would be out of the office for the holidays, which was different than what he stated when I bought the router. He sent me a link to follow to get the router working. He told me he could get on the phone on Wednesday, 12/21/2022. I tried to follow the instructions that he sent me, but the router continued to not work. Wednesday, 12/21/2022, **** did not call me to provide support. I emailed him expressing my frustration and asked to return the router. Thursday, 12/22/2022, **** wrote me back, providing me with a password for the router and the same instructions he had sent me before. He said due to a winter storm (which hadn't occurred yet) that likely he wouldn't be able to call me. He ignored my request to return the router. He told me he could get on the phone asap the following week to get the router set up. I tried his password and the protocol again and it didn't work. I told him that a message showed up on my computer from my internet company saying that the router was unauthorized. I emailed **** back and he said that was 100% incorrect, implying that was I was seeing was wrong. He told me to follow the instructions again (it's called a power cycle) and if it didn't work again, he would send me next steps. It didn't work and he didn't respond back the rest of the day. I told him that if the router is not set up by Monday, I want to return it, figuring I would give him one more day to correct the problem. Friday, 12/23 through today, Wednesday, 12/28/2022 I have not heard back from **** .I feel there were a lot of options to have prevented this issue. He could have asked someone else in the company to help me while he was away. He could have let me know he was going on vacation and that it would be a few weeks until he could help me etc. I also think he continued to promise me support and then didn't follow through instead of just being honest. It would be one thing if I didn't pay for the support, but if I actually purchased the online support, then the company should make sure they are available to do that. RESOLUTION: I WOULD LIKE A FULL REFUND FOR THE ROUTER AND TECH SUPPORT. I WOULD ALSO LIKE A REFUND FOR THE SHIPPING OF THE ***** AND FOR SHIPPING THE ROUTER BACK TO ELECTRAHEALTH.THANK YOU.

  Business response

  01/05/2023

  Good Morning,

  I have been in constant communication with ******** since December 29th, before this BBB was noticed - After our entire staff came back from holiday break which started on December 22nd for us. There has been no gap in communication between ElectraHealth & ******** since December 29th in regards to resolving this issue, including communication today & a total of 16 email responses between both parties. As stated above we have 10 Calendar days to respond to this, which has not yet been met. Will update before the time frame allotted with a resolved solution for both parties. 

  Customer response

  01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I dont find ****** response efficient due to the way he corresponded with me. However; I did speak to the owner of the company and the issue was resolved by him. Thank you for helping me resolve this complaint. I really appreciate it, 

  
  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. ↩