ComplaintsforHi-Dow International Inc

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Controll panel is distorted. Can not see the settings I tried to go throught the warrenty several times with no reponse.

  Business response

  05/09/2024

  Hello, 
  Thank for you giving us the opportunity to address this complaint. 
  Our customer service department spoke to the customer on April 23rd.  At that time the customer agreed to allow us to replace the faulty device.  The replacement device on April 24th through the United States Postal Service.  The tracking number is 9400111105500579619031.   It shows the replacement unit was delivered on April 27th.   Since then, the customer has not brought any further concerns to our attention, so we considered the matter closed.  If additional assistance is needed, we are happy to help.   

  Please feel free to reach out. 

  Thanks, 

  ***********************
  HiDow International 
  PH: ******************. 

  Customer response

  05/09/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 06.21.23 I purchased $1168.93 of various pads and receivers for my wireless TENS I'd purchased 2 years ago. I had no previous complaints. This 6/23 order was missing a receiver, worth about $85. From 6/30 to 7/10 I sent multiple requests to resolve this and an additional issue. The system claimed to support 8 receivers but only would do 6.Hi-dow never responded, not once. I've invested thousands into their system. I let it go last time when they refused to replace non-working receivers. But now it's clear they have a systemic customer service issue, a packing inventory issue and very likely a design flaw in their receivers. Posting here for the benefit of other consumers: Find a better TENS supplier. Hi-dow stole my money and my trust.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I bought the wireless pro touch 6-12 HiDow from the ******* *** ***** Homeshow 04/16/23 from a vendor. ********* helped me. I came home to open the box and it's missing receiver 2 along with a charging cord. I also have a voucher with no code. Can you help resolve this?

  Business response

  05/17/2023

  This is the first I have heard of this complaint.  The customer bought the product from a retailer, we are the manufacturer.  However, we will call the customer today and attempt to resolve.

   

   

  Business response

  05/17/2023

  The customer reached out to us on 5/3.  We gave him the code to use for the voucher and he placed an order that day.  We also provided contact information for the vendor.  We have not heard from him since.  We reached out to him via email today to see if he had heard from the vendor and if he got the missing receiver.  We will follow up with him if we don't get a reply.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered tens unit pads on Jan. 20, 2023 by way of internet using a **** credit card. After 2 weeks, I noticed my card had paid them, but I still hadn't received my products. I tried calling them three times on that date with only an answering machine passing my call to a representative who then hung up on me. I tried 2 more times with the same result. I then waited 2 more days and tried calling again, with the same result. I then wrote a hand written letter to their headquarters and waited a month for reply. They never replied. I really need those pads, but if they will not ship them to me, then I want them to put the money back into my credit card. Please help if you can.

  Customer response

  03/24/2023

  We received the order with additional product and a letter of an apology.  We are satisfied with the outcome.

  Business response

  03/24/2023

  We contacted the customer (*******************************) on Mon, Mar 20, 2023, at 4:52 pm at soon as we received the complaint letter.

  Unfortunately, perhaps due to a technical glitch or another unknown reason, our phone system did not have any record of calls or voicemails from ************************* 

  We sincerely apologize for that and will certainly investigate and correct any error we encounter. 

  
  here. 

  Mr. ****************;seemed to be satisfied with the resolution. 

  Our email address is **********************************, and our phone number is ************. Business hours: 9 am to 5 pm CST, Monday - Friday.

  
  

  
  

  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 3 neck/back packs (CLICK HEAT)on December 16th at *************** in ******, De.I went to the mall 12/29/21 to return them and was told by the mall customer service that the company is no longer located at a kiosk there. I have emailed the company and was told NO refunds even though the salesman who i purchased these from assured me that he was happy to refund if i was not satisfied. I spent $238.05 1. They are too difficult to use. It took me 20 minutes to get one of them to start. I have really bad arthritis in my thumbs and it wouldnt work easily 2. Once activated, it was not very hot. 3. It only lasted about an hour. ( I was told 2-3 hours)4. The large neck pack was not the same plastic they was shown to me on the mini sample. Very uncomfortable on the neck. 5. To reactivate you need to BOIL them?? Are you serious? Who has time for this? It took about 30 minutes while I carefully watched it in the pot. 6. I am not satisfied with this product. I located the address and mailed all 3 packs to that address on Jan. 6. According to **** tracking, they still have not been picked up by the company from their PO box.What do i do now? I would like a full refund.This is the address that i received on a return email:*************************** ************ Customer Relations P.O. ******************************** ***** ************ ***************************** www.wonderpax.com

• Initial Complaint

  12/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was in the mall with my 7 year old son when I had this man asking me to come over to his kiosk. I didn’t even want to go over as I was trying to spend time with my son. The man without asking me, but’s on these sticky pads connected to electrodes. The whole time the guy was pushing me to buy the product, even putting the product in a bag and handing it to me saying will that be cash or card. I told the man several times that I wanted to think about it and each time he tried to give me a lesser amount each time. I felt obligated to buy the product even though I did not want to. I would like to get a refund on the product and don’t like how I was treated as a veteran.

  Business response

  12/20/2021

  Out customer service team responded to him about the situation, and are actively trying to resolve the issue. Please see the customer service team's response below. 

   

  This is ******* with HiDow International, and I will do my best to assist you with this. 
  
  
  First, I'd like to sincerely apologize that you had this experience with one of our vendors. We do not condone predatory sales tactics like the ones you experienced. We will be reaching out to the vendor to make sure this never happens again. If you would kindly provide me the serial number on your XP Micro, we can track down which vendor that device belonged to. 
  
  
  Regarding your refund, all of our vendors are independently owned and operated, so we do not have access to their transactions. If you would like to process a refund, you will need to go through the vendor that sold the product to you.
  
  
  If there is anything I can do to make you feel better about your purchase, please let me know. We stand by our products and firmly believe they help with chronic pain. I understand your concerns considering the experience with our vendor, and I assure you we will address your complaint with him. 
  
  

  
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I suffer from severe chronic pain. I purchased 4 HiDow tens/EMS units several years ago. They were being sold in a kiosk at Oak Park Mall in Overland Park, KS. The offer was for one Acu XPD and three Acu XP Micro units (two are silver and one is blue). They also added some sandals/head unit/carrying cases as part of the deal. The salesperson included lifetime warranties with all of my devices as a sale inducement. I was told that if there EVER was ANY issue, the devices would be replaced free of charge. The sales person registered the lifetime warranty for each device at the time of purchase so I would not have to fill any registration cards out or worry about keeping track of my receipt (everything would be on file at HiDow). One of my Acu XP Micro’s screen has turned partially black (the device works but can’t read the screen) + the charging port for my Acu XPD is loose within the device so I can’t charge it anymore - HiDow has REFUSED to honor the lifetime warranties.

  Business response

  10/08/2021

  When we received this complaint, we had no records of ***** reaching out to us via our various customer service outlets. To start, we added her information to our customer service records, for future reference. From there we reached out to her via email to let her know that we will be replacing her two devices, free of charge. We are also sending her a voucher for five sets of our electrode pads to further make up for the inconvenience she experienced. Please see the attached photo of our email response to her. 

  Customer response

  10/08/2021

  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.
  
  Sincerely,
  
  ***** **********

  
  

  I am not sure if this will be posted on the BBB’s website - but if it is, I’d like to provide additional comments re: HiDow’s response to my issue.  Here is the reply email that I sent to the representative who contacted me from HiDow. 

  
  

  
  

  I truly appreciated the response I received from HiDow.   I was surprised that I received an email in less than 24 hours that included a complete resolution of my issue. I did not realize that the vendor who I purchased my devices from was an independent retailer and separate from HiDow.  

  
  

  I have several serious health issues which have resulted in severe chronic pain.  My HiDow devices are an extremely important part of trying to manage these issues.   I HATE taking medication - I hate how it makes me feel tired + recently it’s started causing me a lot of nausea.  I use my HiDow tens/ems devices in order to reduce the amount of medication I have to take.  

  
  

  I do not sleep well - I average about 4 hours most nights.  In addition to using my devices to help with the debilitating pain I experience caused by idiopathic health issues, I now use them to help manage severe hip and lower back pain that I’m dealing with every night (at around 3-4 a.m.) 

  
  

  When I didn’t receive any response re: the issues related to two of my devices, I became very concerned since they are such an important part of helping with my pain issues.  I have recommended HiDow’s devices to many family members and friends over the years.  Based upon HiDow’s response to my issue, I will definitely continue to do so.  If I have any issues in the the future, I will reach out directly to HiDow.

*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. ↩