ComplaintsforXRHealth
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Complaint Details
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Initial Complaint
09/21/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I was excited to see if XRHealth could help me, but I've been frustrated by their deceptive business practices around subscriptions.When you sign up there is a general an intake call. About 10 days later I received the equipment in the mail and three days after that I had a Zoom call to get the program started. I come to find out the subscription starts at the intake call and not when the program starts. I ended up paying for almost half a month of not getting any treatment. Their website says each week I would get progress updates and biofeedback, not sure how I could get that without having the equipment. I paid for a month and only got about 17 days of treatment.It would be like signing up for cable/internet and starting the subscription on that day rather than the day you get the equipment and actually start using the service.When I tried to get an explanation, their support became very unresponsive. If they are going to have such an outlier policy, they should be clear upfrontBusiness response
10/17/2021
We, at XRHealth, sincerely apologize for the inconvenience and frustration that was caused to you prior to submitting the complaint with the BBB. We appreciate the feedback you submitted and we are working to improve our transparency regarding the product and services we offer. The information we have gathered from you in this interaction will allow us to better improve our customer service actions and response time.
Prior to receiving this formal complaint with the BBB, we had reached out to you to offer compensation for the time that you had no access to the full product and we agreed upon resolution of this situation in the form of only billing you for the month of service starting on the date you had received the virtual reality headset.
Additionally, we have already initiated a revise in our subscription plans/policies to make the offering more clear to consumers. We also made changes to perform partial billing procedures in order to avoid full collection of a monthly program from the sign on. We truly hope that we have remedied this situation and that you would consider using our services again in the future.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.