Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'VE BEEN ATTEMPTING TO REACH MY ***** DYNAVOX ***** BECAUSE MY CHILD'S WHEELCHAIR MOUNT KIT FOR THE ***** DEVICE NEEDS TO BE REPLACED. I'VE ATTEMPTED TO REACH ******* *****, BY EMAIL: ***************************************** GETTING NO RESPONSE. THIS IS ABNORMAL. MY CHILD NEEDS A NEW MOUNTING KIT ASAP!

  Business Response

  Date: 10/14/2024

  Apologies for the delay! We had an all company conference last week that put us a little more behind than usual. Regarding this complaint, I have been able to uncover a few things. I have been able to confirm that the Solutions Consultant in question has been in contact with Mr. ***** with regards to his child's need. Leading up to the complaint, the Solutions Consultant provided this in terms of a status update on the request on October 4th:
  
  The school and I have been in communication with him (Mr. ****** about ****** ****** wheelchair part. Initially,the mount with the device was ordered through insurance, which covered the cost. With Sophias new wheelchair, the technician should have contacted me for a quote for a new part, but this did not happen, and I was unaware of the need for a new part.
  The father is requesting the part immediately, but this process takes time. I have responded to his emails last week, this week, and yesterday. I am currently waiting for a ***ly from the wheelchair technician.
  We usually cannot go back through insurance for this part, but I am checking with my funding coordinator. The school has offered to purchase the part, but the father has declined, leaving us in a difficult position.
  
  Following this response, I have also received an update from the District Sales Manager regarding this on October 10th:
  
  Spoke to customer, gave quote for wheelchair piece to wheelchair company. Wheelchair *** is on email thread. School is also working on purchasing temporary piece until wheelchair piece is funded by insurance. Spoke with our funding manager to verify process and made sure that we are not able to submit to insurance.
  And ******* is being in constant communication with the customer. 
  
  We hope that Mr. ***** will consider the original complaint settled as we have responded to his request and are doing everything we can to support at this time.

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  No this matter is still unresolved. What the business failed to mention was that they forced another company to order the part and deal with the insurance company. The "difficult position" in which the business states, is the position in which they put themselves in. As I asked repeatively for the business to go through the insurance directly. Having this business partner with another business to do this business's role and ensure the part gets delivered, is not acceptable. Further more my child's private and primary insurance has already stated no "PREAUTH" is required for this CPT code. This business was on that email, yet I still don't have the part. Is this because the *** company in which this business forced to handle this issue; doesn't normally handle these issues? It was Tobii's part, in which Tobii should handle the ordering via insurance and the installment as well as maintaining. 

  Furthermore, what this business probably doesn't know, if the "School purchases" the part, per the District policy, the part is there's and they are rightfully entitled to collect the part at the end of the school year, therefore causing harm to my child. The only person who put this business in a "difficult position" is this business. If the business did as I told them to; we wouldn't be in this position nor would this complaint be filed. It's been over a month and yet my child still doesn't have what she needs. 

  Lastly, attempts to shift blame to the father for a "poor business decision" is not the fault of the father. That would be the fault of the business. The father is attempting to advocate for his child to ensure the child gets what she needs to be successful in the classroom. That's not a crime nor should it be looked upon as a "problem". 

  Extremely disappointing business response.

  
  Regards,
  
  **** *****

  Business Response

  Date: 10/28/2024

  I have had the opportunity to revisit this issue with the members of our Sales team that are involved in it. I have been informed that it is our intention to source the necessary part for ****** and provide it to the family free of cost for their trouble. There are also plans for the sales team to meet with our supplier in an effort to figure out how we can better handle similar cases in the future with them more smoothly. 
  It is my understanding that Mr. ***** has responded via email confirming this way forward and as this is the resolution that he was hoping for, we would consider that this issue is now resolved.

  Customer Answer

  Date: 10/28/2024

  
  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. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Sales call:June 15, 2023 Item sent incomplete for required use: 1/23/2023 Patient requiring completed item died Feb 6, 2023. Company emails that necessary part can finally be installed: 2/172023 Company refuses return of the incomplete device: April 13, 2023.

  Business Response

  Date: 04/21/2023

  ***,
  I have been in receipt of your email and your BBB complaint as well. First, please allow me to express my sincere condolences for the loss of your husband. I can’t imagine what you’ve been going through.
  
  I have read through your concerns for understanding and have researched with several of our department leaders as well to determine what took place.
  I want to take this opportunity to explain the series of events as I understand it and we can go from there.
  
  It looks as though ***** received his TD Pilot, without Gaze in August of 2022.
  I will say that this is a device that can be and is sold with or without the Gaze functionality. Typically the SLP makes that determination based on the patient’s diagnosis.
  The Gaze function allows for the eye tracking to be utilized. Without the Gaze function, the device is still a fully functional touch device.
  It looks like in early January is when we got notification of the desire to add eye Gaze to *****’s device and we had begun that prior authorization process to get the insurance company’s approval to do that. We asked that the device be sent in to have that upgrade added.
  At that time, we received notice from the SLP that Gaze was not needed and the device was returned as is.
  We were never able to receive the insurance company’s approval to add Gaze unfortunately before ***** passed so that was never completed.
  
  I’m very sorry to hear that ***** wasn’t ever able to use the Gaze functionality. Again, the only reason it would have been shipped to him originally without the Gaze function is because the recommender would have stated that it was not medically necessary at the time. We do have clients that use our devices without the Gaze functionality all of the time based on their circumstances so that is not unusual and certainly not our intention to ever provide someone an ‘incomplete’ or unusable device, but rather we’re working with what the medical team and insurance tells us is necessary and that they will pay for.
  
  I’m very sorry that we’re unable to return the device at this time. I will say that there is a resell market out there for those looking to avoid going through insurance as well as organizations that will always put a donation to good use.
  I’m hoping that this helps and if there’s anything further I can help with, please don’t hesitate to ask.
  
  *********************************************************
  
  Sincerely,
  
  Lindsay S******* **************
  Customer Service Manager
  **** ******* ******* ***** *** *********** ** ***** *********************************

• Initial Complaint

  Date:07/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We worked with ******* T******** in Nebraska to get an iPad and a mount for our non speaking son. The tablet was ordered but ******* didn’t order the mount. We’ve had the tablet for over a month and still no mount, so no practical way to use the device in the home. I keep hearing how we have to wait yet another 30 days and TD isn’t letting use a loaner mount of comparable design to the one that they forgot to order. Absolutely horrendous customer service and no regard for children with communication needs. At the end of the day, TD and ******* openly admit they messed up, but aren’t doing anything to remedy the situation in a timely manner, instead blaming funding and insurance for the extra wait time. I get being human and making mistakes, but then fixing them should be a top priority and it’s clearly not here. “Sorry” doesn’t give us a mount… This will definitely be the very last time I deal with this specific rep if I can help it. The software itself can be bought off the app store for $50 and ipads are $1k or so, yet TD charges insurance thousands of dollars. For what? For their “great” customer service? Kids with disabilities and their parents have enough to deal with already without having insensitive reps who can’t be bothered to provide a temporary solution to the problem they created. The funniest thing is *******’s title is a “solutions consultant”, yet where is my solution?

  Business Response

  Date: 07/13/2022

  Upon researching, it appears that the client received a funded SC Tablet device in June 2022. The solutions consultant, *******, was in error in not ordering the mount as well and has apologized for this oversight. Unfortunately, the mount will have to now go through the same insurance funding process and this does take time that we as a company can only control part of as we are working with the insurance company to secure funding. In the meantime, the Regional Director for this case, ***** ********** has been in contact and arranged for our trials team to ship a loaner mount for them to use until their funded mount can be shipped. He was in text contact with *** ******* and those texts are attached here. We are considering this matter resolved. 
  

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This issue is not resolved as we do not have the mount we have ordered. The replacement mount they ordered is not the same model as the one we wanted and is not usable in our home. It has a right neck instead of the goose neck and thus lacks the mobility and adjustability required. 
  
  Regards,
  
  **** *******

  Business Response

  Date: 08/11/2022

  Following the initial interaction, the mount loaner offer was deemed an unacceptable solution by the customer as it wouldn’t have been the exact mount that the client needed. As it happens, at this time, approval from their insurance came in to proceed with the mount purchase. This particular mount is also what we call an SP (Special Part) mount, meaning a mount that we don’t typically carry/stock but one that would need special ordered from the manufacturer (Rehadapt in Germany). Rehadapt agreed to expedite the shipment for us given the urgent need. Despite this, the package got held up in Customs causing a further delay in shipment. Due to this delay, our Purchasing team ordered a 2nd mount from Rehadapt with the hopes that this one would not end up stuck and get to us sooner, which is what ended up happening. The proper mount was received by the customer on 8/6/2022. The customer confirmed having received it but was still having some issues with it not working exactly as they had hoped. Ongoing support for these issues is being provided by our Solutions Consultant. The Solutions Consultant has offered some potential solutions and to meet her during therapy to help work these issues out. If they are unable to be resolved, we will offer the option to return the mount if needed.  
  Customer also requested that their Open Key cost (to open the device) be waived for their trouble. I explained to her that unfortunately, this would be prohibited for me to do and provided her the reasoning:
  
  Why are you required to order an open key for funded devices?  
  In July of 2015, Medicare (CMS) updated the National Coverage Determination (NCD) for Speech Generating Device, which allows Medicare beneficiaries the ability to open their SGDs and grants access to non-covered services such as the internet, video conferencing etc. These services are clearly noted in the NCD as non-covered services by Medicare and must be paid for by the beneficiary.
  Tobii Dynavox, nor any other supplier, should be providing an open key to a beneficiary at no cost due to prohibiting law. Please note that no employee of Tobii Dynavox is allowed to purchase an open key for a beneficiary.  As Medicare providers, violation of this policy is considered fraudulent.

  We are considering the matter resolved at this time and will of course, continue to provide ongoing support as needed via our Solutions Consultant and our Customer Service and Technical Support channels.

  Customer Answer

  Date: 08/12/2022

  [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 somewhat satisfactory to me. It's crystal clear from our interactions that the business is only willing to do the bare minimum, always passing the blame to someone else (insurance processing, suppliers or customs) and not proactively trying to help customers. Everything had to be scratched and clawed out of them, when the root cause of this issue was the solutions consultant making a mistake. I do not feel like dealing with them any longer, aside from trying to get the existing mount to work, so the case can be closed. We will definitely not be wasting expensive speech therapy time to make adjustments to the mount, but might potentially meet at another time if it's needed.
  
  Regards,
  
  **** *******