ComplaintsforHoMEDICS, Inc.

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Initial Complaint
05/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased an expensive HoMEDICS Ultra Deluxe Automatic Blood Pressure Monitor that has stopped functioning properly. Model # ****** is discontinued and because of that the HoMEDICS customer service informed me that they would not offer a replacement, nor a substitute. Instead they offered a 30% discount coupon if I send back my unit, postage paid by HoMEDICS.Frankly asking me to essentially repurchase a product disguised as a warranty benefit is an insult. A lifetime warranty isn't voided if the product is discontinued! If the company is still making ** monitors, I should be offered the product that replaced the discontinued product, or something similar.
Business response
05/27/2022
May 27, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *******************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

According to our records, the consumer spoke to a representative on May 24, 2022, regarding the Ultra Deluxe Automatic Blood Pressure Monitor, Model 518729. It was explained that this product was discontinued and no longer available. In addition, we no longer had anything comparable to this model. The representative offered to send a pre-paid label for the return of the product and in exchange we would provide a 30%coupon to be used on our website towards a replacement product. The consumer declined.

In order to apply the Limited Lifetime warranty on this product, we do require a copy of the dated purchase receipt and the product to be returned to us. If the consumer can provide us with a copy of the dated purchase receipt, then we will issue a web coupon in the amount paid to be used on our website, since we are unable to replace it.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics,*** LLC.
Customer response
06/01/2022
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The statement made in the first paragraph by the HoMEDICS customer service manager is partially accurate. I was told my model was discontinued and they were not making it any more, but was not told that a comparable model is not available. In any case, I have a lifetime warranty and to offer any resolution that requires me to spend additional money is not reasonable nor acceptable. That's not a warranty. And a warranty is typically priced into the cost of an item, so I paid for a warranty I am not getting.
The offer in the second paragraph is fine except on the call Mr ********* is referencing I immediately disclosed that I did not have the original receipt and the customer service rep cheerfully said, "oh that's not a problem, we'll take care of this for you." So now what, the company wants to conveniently invoke the need to produce a receipt, going back on what the rep told me?
I just want fair treatment. HoMEDICS has records. It knows the retail price from past years. It also still makes blood pressure monitors. I would even accept a replacement of lesser value or perhaps refund me 75-80% of the former retail value. HoMEDICS has an opportunity to do the right thing, or not. It's that simple.

Regards,

*******************************
Business response
06/07/2022
As I explained, to invoke the limited lifetime warranty, a purchase receipt is required. If the consumer is unable to produce a receipt, then we can provide a 30% off coupon towards the purchase of a new product. If those options are unacceptable, then we can send model ****O300 once the defective model, ****** is returned to us. The Five-year warranty on the ****O300 will replace the Limited Lifetime Warranty from model ******. If the consumer would like to take advantage of this offer, then he will need to contact a HoMedics Consumer Relations Representative by telephone.
Customer response
06/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will accept the replacement unit offered in the notes of the business' response and contact customer service to arrange return of my defective unit and shipment of that replacement unit.

Regards,
*******************************
Initial Complaint
04/21/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint relates to previously closed complaint ID: ********** sent the unit back to Homedics as requested 4/31/2022. I have still not received a replacement unit from the company. The unit I shipped back has been showing up with "scheduled delivery pending in Michigan" for several weeks now when I track the shipment using ***** tracking. Upon contacting Homedics, they state that they are not experiencing any delivery delays with *****. Yet, it appears that they still have not received my unit. They are waiting for my old unit to arrive before shipping out a new unit. I believe there is an issue with delivery to their facility. I have been without a working unit for several weeks now.
Business response
04/26/2022
April 26, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *****************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

According to our records, the consumer sent the product to our facility via a pre-paid label we provided on April 1, 2022. The tracking information from the carrier shows the package is still in transit as of April 13, 2022. However, we show the package was delivered to our facility on April 21, 2022. Our warehouse processed the package on April 22, 2022, and the consumer received the replacement product on April 23, 2022,via tracking number 545033064377.

Based on the information above, the consumer received the warranty replacement within our stated 2-to-4-week time frame. Therefore, we consider this matter closed.

Sincerely,

*****************************
Manager of ************************************************* LLC.
Customer response
04/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
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. The unit has been received and is operating nominally.
Regards,
*****************************
Initial Complaint
03/31/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a procuct 90 days ago that stopped working. Trying to obtain a warranty replacement. 1) Phone lines are almost impossible to get through tp anybody. 2) Initially the responses via email were good, however once the all the information was provided to Homedics and inquiries as to how to complete the exchange, I have been ignored.
Business response
04/06/2022
April 6, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *******************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

According to our records, the consumer contacted us by email on March 21, 2022, looking for suggestions to make the 2-month-old product work or obtain a replacement product. After several emails back and forth, it was determined the product would need to be exchanged. The consumer was offered to exchange the product through HoMedics or take it back to the retailer for an exchange. The consumer chose to go back to the retailer. Since that time, the consumer has sent multiple emails asking us how to return the product to the retailer.

Based on the information above, we advised the consumer that if they are not within the 90-day exchange policy with the retailer, then the product will need to be returned to us for an exchange.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Initial Complaint
03/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a HoMedics TotalClean 5-in-1 Tower Air Purifier (AP-T40) 4/3/2020. The unit came with a 3 year warranty. I contacted HoMedics via email on January 3, 2022 notifying them that my unit is exhibiting loud noises when operating. There seems to be a problem with the unit's blower fan. HoMedics never responded back to my initial email outside of an automated response from their email server saying that their representatives would get back to me. I contacted them again on 1/8 and yet again 1/26 with no response. I also attempted to call twice today 3/28, but there was, again, no response. I was just placed on hold indefinitely by their automated answering service. Since the product is still under warranty, I would like to discuss with HoMedics options to repair or replace the defective unit, but I can't reach them.I can provide a video of the defective unit operating if desired. The supporting documents upload below does not give an option to attach a video (.mov) file. I have attached my receipt.
Business response
04/01/2022
April 1, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *****************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

According to our records, this consumer has been in contact with a HoMedics Consumer Relations Representative. A return label has been provided for the defective item. As of today, the product has not been placed in transit.

Based on the information above, this matter is still in progress.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Customer response
04/01/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The defective unit has been handed over to the postal service for delivery back to the manufacturer. The manufacturer has promised to provide a replacement unit. If this action is performed, this complaint can be considered closed.
Regards,
*****************************
Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Model: MCS-1220H-CA - Massage Lounger Chair I reached out to Homedics few months ago as my massage chair wasnt working and I was given some reference/case number and I was asked to drop off the chair at some location in *******, I did that. I dont have the reference number or case number handy with me but I am sure Homedics would have it. I was told that I will either recieve the repaired unit or a new replacement will be sent. I completely forgot to follow up. Its been months, I havent received repaired chair or neither have I receieved replacement.
Business response
02/28/2022
February 28, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *******************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

In order for our warehouse to perform an investigation, we will need the date and time the product was delivered,and which address the product was delivered to.

Once we have this information, then we will be able to issue a response.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Initial Complaint
01/31/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased two HoMedics air purifiers on 1/1/2022. When they arrived, I took both of them to my classroom (I am an elementary teacher and want to keep my students safe.), and the one worked but the other did not immediately. After receiving a "rate my product" e-mail from HoMedics, I complained that one worked and the other did not. HoMedics responded that a customer service person would contact me, which they did AFTER I write my complaint. (That was on January 14, 2022.) I sent pictures of and e-mailed my response for their requested information on January 14, 2022. I waited two weeks to request an update, and I let HoMedics know in my e-mail on January 27, 2022, that if I did not receive an update within 72 hours, I would take additional action. So, here it is on 1/31/22, and I am now filing a complaint with the BBB to get a new air purifier sent to me or a refund of the money I spent on that air purifier.
Business response
02/04/2022
February 4, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** ***************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty exchange.

Upon review of our records, we see that the consumer has been communicating with an email representative. The representative has emailed a pre-paid label (********************) to the consumer, so the product can be returned for an exchange. To date, the label has not been used.

Based on the information above, this matter is still in process.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Initial Complaint
01/27/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I purchased a foot massager from HoMedics.com sometime in December of 2020. The motor in the massager has started to move very slowly. Per the companies website there is a 2 year limited warranty. I double checked online to see if i could order a replacement under the 2 year warranty and the item is no longer available. I reached out the the customer service number ************** held on for over an hour with no assistance. If this item cannot be repaired I would like my money back.
Business response
02/03/2022
February 3, 2022

***************************
Better Business Bureau
***************************************************************************************************

Re: File ******** *****************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty exchange.

Upon review of our records, we see that the consumer attempted to contact a representative by telephone on January 24, 2022, waited ten minutes, then sent an email to another representative. The consumer has been communicating with a representative via email and will receive a warranty replacement,once the defective product is returned to us.

Based on the information above, this matter is still in process.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Customer response
02/03/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
01/21/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In June of 2021 I ordered a calf massager from the Homedics website. Order #********** after a few months it started making a noise and not working properly. I called Homedics and immediately got thru, I was sent a return label with tracking from ****** It was received at Homedics on 12-9-2021. Since that time I cannot get thru by phone and when I send an email I got a case # but no results. Now they are not even answering my emails. At this point I would just like my money back or a working replacement! Please help! First case # CAS823636-N9C2B8
Business response
01/24/2022
January 24, 2022

***************************
Better Business Bureau
***************************************************************************************************

Re: File ******** *******************************

Dear ******************:

Thank you for bringing to our attention the complaint you received on January 21, 2022, regarding a warranty exchange.

Upon review of our records, we see that the warranty replacement was delivered to the consumer on January 21, 2022, at 10:53am, according to the Fed Ex tracking number, 2932256781401.

Based on the information above, this matter has been closed.

Sincerely,

*****************************
Manager of ************************************************* LLC.
Initial Complaint
12/17/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a humidifier on-line for home use. I received a shipping delay notice and tried to call to cancel the order but the support number is a recorded message stating that due to COID all business is transacted via email. I received the item on November 3rd and logged a request to return it receiving a reply stating they would respond within 24 hours. Not reply has been received and my return shows a pending review status as of 12/17. The item has never been opened and all I need is a return label. Nothing on-line or in their return policy states the item is non-returnable. I paid ****** dollars for it and simply want a refund but without an approved return label and no way to contact them I'm unable to return it. Their policy says 30-day returns and my time is running out. The order number is #HD19576 and the retrun request number is RMA# **T2MEYC. The item was delivered via HomeDeliveries. Their web address is HTTPS:Homedeliveries.us. Their toll free number on-line is shown at ***************. Please help! Thank you
Business response
12/20/2021
December 20, 2021

***************************
Better Business Bureau
***************************************************************************************************

Re: File ******** *****************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a request for a refund.

Upon review of the complaint, the order number and RMA number provided by the consumer, do not belong to HoMedics. In addition, HoMedics is not affiliated with Homedeliveries in any way.

Based on the information above, the consumer did not purchase a product directly from HoMedics.

Sincerely,

*****************************
Manager of ************************************************* LLC.
Customer response
12/21/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
10/31/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have sent multiple emails to HoMedics over the past several weeks with absolutely NO response and I am NOT happy. I have the HoMedics TotalClean 5-in-1 UV-C Deluxe Large Room Air Purifier that I purchased about 6 months ago. This unit is completely dead. For absolutely no apparent reason, it will no longer power on. No, we have not had any power outages or power surges while it was running. It is just dead. Considering that I paid nearly $300 for this unit and have not even owned it a year, I am furious. I expected MUCH better quality and longevity for such an expensive, supposedly high-quality product by a reputable company. I need a replacement shipped to me immediately or I will be reporting this to the State of ***** Attorney General **************************** and, believe me, we have VERY strict consumer protection laws in *****, which includes an implied 4-year warranty of these sorts of items.
Business response
11/01/2021
November 1, 2021

***************************
Better Business Bureau
***************************************************************************************************

Re: File ******** *************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

We have researched this request, based on the information provided and are unable to locate a telephone call or an email, that we have received from the consumer. Therefore, we would recommend the consumer contact a Consumer Relations Representative either by telephone at ************** or by email at *********************************** for assistance.

Based on the information above, we will wait to hear from the consumer.

Sincerely,

*****************************
Manager of ************************************************* LLC.

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ComplaintsforHoMEDICS, Inc.

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