ComplaintsforReach Medical, Inc.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/21, I ordered a medical product from Reach Medical and paid for one day delivery in the amount of $65. I have several shipping estimates, one from Reach Medical and one from *** showing a 12/23 delivery. *** states within its delivery status that: "Sender tendered the shipment to *** after the latest pickup time for the requested service". Reach Medical ALLEGES THEY ARE NOT THE SENDER AND THEREFORE NOT RESPONSIBLE (Please see page 2 of the *** terms and conditions). They, in fact, are the sender and I am the receiver, based on ***. I placed the order to Reach Medical not ***. Reach Medical never offered any other freight company to choose from. The *** tracking number is 1Z5E23A40193887061. Reach Medical even questioned why I ordered from them on the 21st of Dec. It is because I had a doctor *********** that day and the doctor prescribed the device I ordered that day. I have provide sufficient documentation and redacted information that would violate or compromise my medical information. Reach Medical refuses to refund, refuses to process a refund through the freight company (***). IF REACH MEDICAL KNEW (OR SHOULD HAVE KNOWN) THAT THEY TENDERED A ONE SHIPMENT TO *** WITHIN A TIMEFRAME THAT DELIVERY WAS NOT GUARATEED WITHIN ONE DAY, THIS IS FRAUDULENT. THEY ARE THE SENDER OF RECORD, OFFERED THESE SERVICES ON THEIR WEBSITE FOR A ONE DAY SHIPPING AND CHARGED AS SUCH. *** indicated in their status updates that THE SENDER (who Reach Medical stated they are not) did NOT provide package in the time allowed for a one day shipment. THIS IS CORRECT. If you notice in the *** Terms and Conditions (page 3 highlighted) regarding the *** one day shipping guarantee, IT states: " The guarantee does not apply to shipments that are scheduled to be delivered between December 12 and December 25". YET, Reach Medical the shipper advertises, charges and allow you to pay for such a service on their website (as was the case in my order), knowingly that *** does not guarantee during that period (regardless of weather conditions).

  Business response

  12/29/2022

  The customer ordered after hours around 6:30 PM on 12/21 and the package was dropped of the next morning at *** at 11:14AM on 12/22 for overnight. The package traveled from ******* ** to ********** ** on the 22nd and the morning of the 23rd Due to weather, and flights being grounded it was delayed. *** statement "7:30 A.M. Severe weather conditions have delayed delivery. / Your delivery will be rescheduled.
  **********, **, *************" This was a major snowstorm that shut down the country for a day's and his package still made it to him by the 24th. *** will not refund due to circumstances out of there control.  Below is our shipping policy listed on our website. 

  
  You can determine cost at check out by using the estimated shipping function. All orders ship Monday - Friday except for major holidays. Most orders are processed and shipped on the business day of the order or the following business day.  ************** are selected at check out and are based on Shipping companies estimate but are not guaranteed. Reach Medical is not responsible for delays from freight companies and no refund will be allowed due to a delay by a freight company.  
  

  Below is the tracking that shows *** received the package at 11:14 AM on the 22nd and had already shipped to another state that same day that the customer is claiming we dropped off to late. Now this customer has filed a claim with *** that he didn't receive his package even though he has already admitted to getting it on the 24th  

  12/28/2022
  8:47 A.M. Claim in Progress
  A claim has been issued to the sender for your package. Please contact the sender for more information.
  
  12/28/2022
  8:35 A.M. An investigation has been opened for your lost package.
  
  12/24/2022
  12:44 P.M. Delivered
  DELIVERED
  **********, **, **
  12/24/2022
  10:51 A.M. Out for Delivery
  Out For Delivery Today
  **********, **, *************
  12/24/2022
  7:02 A.M. On the Way
  Loaded on Delivery Vehicle
  **********, **, *************
  12/24/2022
  4:56 A.M. Processing at ************
  **********, **, *************
  12/23/2022
  6:00 P.M. Saturday delivery has been requested. / Delivery will be rescheduled for Saturday.
  **********, **, *************
  12/23/2022
  11:14 A.M. Sender tendered the shipment to *** after the latest pickup time for the requested service. A day delay is likely.
  **********, **, *************
  12/23/2022
  7:30 A.M. Severe weather conditions have delayed delivery. / Your delivery will be rescheduled.
  **********, **, *************
  12/22/2022
  11:24 P.M. Arrived at Facility
  **********, **, *************
  12/22/2022
  9:00 P.M. Departed from Facility
  *******, **, *************
  12/22/2022
  5:28 P.M. Origin Scan
  *******, **, *************
  12/22/2022
  11:14 A.M. Drop-Off
  *******, **, *************
  12/22/2022
  9:10 ********** Created
  Shipper created a label, *** has not received the package yet.
  *************

  Customer response

  12/29/2022

   
  Complaint: 18648874
  
  I am rejecting this response because:

  The 2 added documents were previously sent.

  * Reach Medical is advertising on their website that they offer one day *** guaranteed shipping.

  * ***, based upon their advertised shipping terms, only one guaranteed shipping is offered 350 days a year.

  * Reach Medical policy on shipping is not relevant. The shipper provides the guarantee not the sender.

  * *** does NOT offer one day guaranteed shipping for ANY reason during December 12 - December 25 (see there terms and conditions). HOWEVER, REACH MEDICAL IS ADVERTISING IT AND CHARGING FOR IT ON THERE WEBSITE (AS WAS THE **** FOR MY ORDER)

  * *** fully disclosed on the tracking status that "Sender tendered the shipment to *** after the latest pickup time for the requested service".

  * The above statement is consistent with *** terms and conditions, and YET, Reach Medical is still advertising, collecting and profiting from a one day guaranteed shipping fee.

  * Reach Medical ALLEGES THEY ARE NOT THE SENDER AND THEREFORE NOT RESPONSIBLE (Please see page 2 of the *** terms and conditions). They, in fact, are the sender and I am the receiver, based on ***. I placed the order to Reach Medical not ***.

  * It is irrelevant that Reach Medical sent the package at 11:15am or 8:30 pm, the shipment would not have been a one day guarantee shipment by neither the Shipper nor Sender (Reach Medical) AFTER DECEMBER 12th.

  * Reach Medical, the Sender, made no disclaimer, distinction or contact with Receiver or Customer that During December 12 - December 25, the shipment or charges are NOT a one day guaranteed shipment by the Shipper ***. And YET, they advertise they are offering *** one shipping, AND charging as such.

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

  Business response

  01/04/2023

  Reach Medical shipped per policy guidelines. There was an extreme winter storm that affected *** and all other carriers and airlines in the *********************** never 100% guarantee a delivery due to environmental conditions. Our policy clearly states on the website:  Shipping- You can determine cost at check out by using the estimated shipping function. All orders ship Monday - Friday except for major holidays. Most orders are processed and shipped on the business day of the order or the following business day.  ************** are selected at check out and are based on Shipping companies estimate but are not guaranteed. Reach Medical is not responsible for delays from freight companies  and no refund will be allowed due to a delay by a freight company.  We constantly strive for complete customer satisfaction, however, there are circumstances that are beyond any ones control.

  Customer response

  01/04/2023

   
  Complaint: 18648874
  
  I am rejecting this response because:
  

  In my last response it was stated that

  * Reach Medical s policy has no relevance due to shipment guarantees are provided by the shipper. 
  

  * The shipper provides  one day shipping guarantees 350 days of the year except during December 12-December 25.

  * The above terms and conditions of the Shipper was never discussed, disclosed, delineated, disclaimed, or stated by Reach Medical the Sender. 

  The order was placed December 21st, with option of a *** one day shipment option for a charge of $65. 

  * Between December 12 -December 25 the shipper does not provide a one day guaranteed shipment for ANY reason. Hence the environmental conditions at the time is irrelevant. 
  

  * REACH MEDICAL FALSELY ADVERTISED AND CHARGED CUSTOMER FOR A ONE DAY SHIPMENT WHEN THE SHIPPER EXCLUDES DECEMBER 22 AS A VALID GUARANTEED SHIPMENT DATE AND PROFITED FROM SUCH FRAUDULENT ACTION.

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

  Business response

  01/06/2023

  ******************************* submitted a fraudulent complaint against *** claiming he did not receive his product after he confirmed he received product.  *** refunded Reach Medicals shipping charge due to the complaint. We refunded ******************** for his shipping charge. This matter is closed.

  Customer response

  01/06/2023

   
  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. However in Reach Medical's response they allege fraud was committed. Please be advised that:

   * Any claims that are submitted to *** MUST be transacted and consummated by the Sender (Please see attached *** terms and conditions highlighted)

  * *** does not provide refunds to the Receiver ONLY the sender (as validated by the sender - Reach Medical)

  * The initial claim filed by the receiver specifically stated in the claim the following (as seen in the attachment)

  "THIS IS A CLAIM FOR LATE SHIPMENT. I AM THE RECEIVER THAT WAS CHARGED FOR A 1 DAY DELIVER FEE OF $65. I PLACED THE ***** ON THE 21st OF DECEMBER AND RECEIVED IT ON THE 24th OF DECEMBER. THE SHIPPER DENIES ANY LIABILITY STATED THEY GAVE IT TO *** TIMELY."

  * An email was sent to the Sender - Reach Medical by the Receiver (me) stating that *** had no selection for late shipping and the ONLY choice was missing or lost. This is because *** suspends the one day guarantee between December 12 - December 25. 

  * Receiver can neither confirm or consummate a *** claim and all correspondence, required documentation and support is provided by the Sender to *** on a claim.

  The receiver filed the claim in good faith and with neither unlawful intent nor had the ability to consummate the claim without Reach Medical. If any fraud was committed it would have been on behalf of the sender not receiver. The receiver's intent in recovery of the refund is completely transparent. The receiver (me) sought liability thru the Shipper and Sender, and has (will) propose claims thru ***, Bank, BBB, and legal court proceedings (as a final resort). 

  If the Sender deems fraud was committed, they reserve the right to dispute it with ***, as the sender has the right to further the complaint with BBB and other agencies.

  Please be advised and Thank you BBB for your assistance.

  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. ↩