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:08/03/2024

  Type:Service or Repair 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.

  This is the second time I buy products from the company and pay for expedited shipping then find out that they do no have the product on stock (by calling about the order not because they informed me) and it would take weeks for me to receive it. The company is failing to advise the customer about stock issues and taking money for expedite shipping when they cannot fulfill the order as promised. I called to request a refund for the product and they said they would do it but then next day I called and nothing had been done (calls are answered in the *********** and have no authority to issue refunds apparently) I also asked for a refund on the expedited shipping charges but hey told me that could not be done and I asked for a supervisor who was supposed to call me back and that was never done. I want a full refund on the product and on the shipping charges.

  Business Response

  Date: 08/05/2024

  Hi *****,

  I want to begin by apologizing for the your experience. I have looked into your order and I have found the following information. You placed your order on 7/31 with 3-5 business day shipping. This would put your estimated delivery day 8/5-8/7. I do see you received the majority of your order well before it was due to be received,as we always strive to exceed those shipping deadlines. There was some confusion or miscommunication with you. The item you ordered was not our of stock, it was not available at our warehouse nearest you so it had to be moved to one of our other warehouses to ship to you, this causes a minor delay but you would have received your item within the delivery time frame promised on your order. I do also see that when you called in and requested the cancellation on 8/2 the cancellation was put through and the refund was issued this morning. If you have further questions or issues you can reach out to me directly at ************************************ or my customer service manager, ********************* at **********************************.

  Regards,

  *****************************

  Senior Director of Operations

  Vitality Medical
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22087869
  
  I am rejecting this response because: both times I called about the order I was told that the items in question (sensura mio barriers) would not be shipped on time, first it was the 14th then I was told next week (past the promised delivery date of 3 to 5 business days). I asked to speak to a supervisor and I was told they would call me back, they never did. Two items were received but that was not the bulk of the order and I did request a refund on the barriers which are the ones I needed the most as I explained over the phone twice. They issued the berries refund but I do want a refund for the expedited shipping since they were unable to fulfill the entire order on time as promised at the time they charged me for this service. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  *****,

  As a courtesy your entire shipping has been refunded on your order. If you need further assistance, you can reach out to me directly at ************************************.

  Regards,

  *****************************

  Senior Director of Operations

  Vitality Medical
  

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair 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.

  This was a warranty issue. I sent the oxygen concentrator to their repair facility: Medical Science Center ATTN ********* **** **** ****** **** Ft. Worth, TX 7610 I have confirmation from UPS it was received at their dock on 9/5/23 Tracking#****************** We were told that there is a 1-6 month lead time for Warranty Repairs As of 3/5/2024 which is 6 months from initial return. I have sent numerous emails to Teri C******** who is the Returns Manager at Vitality Medical. I received acknowledgement to my emails with a reply of it can take up to 1 to 6 months. Since the 6 months have expired I have not received any replies. In addition there was a UPS shipping charge of $65.61 for the return of the unit for repair. I find this to be unacceptable at the least and my wife needs an oxygen concentrator for here health. Their warranty process is not working for us. Please let us know what if anything we can do to further get our unit repaired and returned. Respectfully ******* ******** ******** ********

  Business Response

  Date: 03/19/2024

  HI ****,

  I apologize for the delay on the warranty repair. There has been delays due to the manufacture selling that side of their business to a company who is not currently manufacturing the item or honoring warranties. However, I had my returns manager reach out to you yesterday and offer a replacement unit. My understanding is that you have accepted this solution and the issue has been resolved. The tracking on the replacement unit is Fedex tracking ************. Again, I apologize for this issue and any inconvenience that this has caused you. If you have any further questions or issues, please contact me directly at *****************************

  Kind Regards,

  Amanda G*******

  Senior Director of Operations

  Vitality Medical
  

  Customer Answer

  Date: 03/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with the following exception.  I find it ironic that I finally received a response after waiting 6 months and a day after filing the complaint with BBB. There  warranty process is less than desirable

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

• Initial Complaint

  Date:03/17/2024

  Type:Delivery 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 am requesting a full refund of all ***** shipping costs for PO *******, order number **********. Delivery was delayed nearly 10 times and the shipper provided misleading oral and written delivery status for critical oxygen supplies. I have repeatedly tried to resolve the issue with both the company and shipper. Multiple phone calls to the shipper while awaiting delivery and multiple calls to the business to get the shipping charges refunded. Failure to make a home delivery 10 days after the snow melted is not a weather delay it is a business decision to prioritize commercial customers over residential deliveries.

  Business Response

  Date: 03/18/2024

  ******,

  I apologize for this issue. I have looked into your order and the issue that occurred. I did find there was a delay with ***** and the delivery. While was processed and shipped within a day of the order being placed ***** took nearly two weeks to deliver the order. I cannot see why this occurred because the order should have only taken 2 days for delivery. However, due to the issue I have refunded you the shipping cost on the order. I do apologize for the frustration on this order and how our customer service department handled this. I have sent this to my customer service manager so he can retrain the agents who handled this order as this should have been resolved on your first call. If you have any further questions or issues, please feel free to contact me directly at ************************************.

  Kind Regards,

  *****************************

  Senior Director of Operations

  Vitality Medical
  

  Customer Answer

  Date: 03/18/2024

   
  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

  Date:03/05/2024

  Type:Delivery 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.

  On 17and 18 February 2024, I placed two orders with Vitality Medical, Inc. I have been a customer with this firm for several years. My current address, as listed in my account, is correct and previous shipments have correctly been received at this address. These last orders, however, were send to an old address, where I have not resided for three years. When I contacted Vitality Medical's customer service requesting a re-shipment to my correct address, the agent informed me that Vitality Medical would not reship to the correct address, and that it was my sole responsibility to attempt to retrieve the packages on my own. Since this is solely Vitality's error they should be responsible enough to correctly address and send what I have purchased.

  Business Response

  Date: 03/06/2024

  Hi *******,

  I apologize for the frustration that occurred on your recent orders. I have looked into the orders and did find that shipped to a different address than your previous order. However, our systems do not have the ability to change addresses and the orders were placed online. I know that addresses can be frustrating especially when you are expecting items. At this time I have issued a courtesy refund on both of those orders. If you have any further issues or questions you can reach out to me directly at *****************************

  Kind Regards,

  Amanda G*******

  Senior Director of Operations

  Vitality Medical
  

  Customer Answer

  Date: 03/06/2024

  
  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. I have been a customer of Vitality Medical for several years, and the service has always been prompt. In cases like this, it would be nice to be able to speak with someone actually at the company, instead of having to attempt to work with an offshore contractor for whom their English is a second language.

  I appreciate the refund and will replace my order.

  Thanks to Better Business Bureau and Vitality Medical for working with me on this matter.
  
  Regards,
  ******* *******

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service 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.

  On 12/09/2022 my bank account was charged ***** from this company but I know I never purchased anything from them. I am filing a claim thru my bank and they will give me my money back but I thought it should be reported so maybe others will be aware that this is happening

  Business Response

  Date: 12/14/2022

  Hi *******,

  I apologize that you have had this issue. I have searched all of our company transactions dating from 12/6/2022 to 12/9/2022 and we have no transactions for $60.00. Additionally, we have no transactions under your name. I have waited 2 days for a charge-back from your bank to come in so I could get additional information on this from them. However, no charge-back has arrived to our company. I would love to assist you and get this resolved but I need further information and at this point it does appear you may have the incorrect company. If you want to reach out to me directly at ************************************ I can work with you so we can get this resolved, if possible.

  Kind Regards,

  *****************************

  Director of Operations and Fulfillment
  

• Initial Complaint

  Date:09/16/2022

  Type:Delivery 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.

  Entered by BBB Staff - lj Consumer ordered products for her disabled son on September 13th. She placed the order on the company website. Total cost of order was $89.66, She received partial order at a cost of $20.72. She paid with a credit card. She received four items on the September 14th. Two correct and two incorrect. She received two packages of Tegaderm. It is a dressing for wounds. She did not order this item. She did not receive the item she ordered Entristar ******** Y -Port T.E.G. Adapter. 20 Fr. She called the company twice. Spoke with *** and ****. Received no assistance. She was disconnected and unable to speak with a Supervisor.

  Business Response

  Date: 09/19/2022

  Hi ******,

  I apologize for the issue that occurred on your order. I have looked into your order and the issue that occurred. I am showing that ******, a supervisor in my returns department, tried calling you on 9/16/2022 at 11:48 MST and left you a voicemail. She has been waiting for a return call from you to get the matter resolved. I had my returns manager, ****, call you this morning and she was able to speak to you and get this resolved. She is having the correct item shipped to you today. Again, I apologize for this issue and inconvenience this issue has caused you. If you have any further concerns or questions please contact me directly at ************************************.

  Regards,

  *****************************

  Director of Operations and Fulfillment

  Vitality Medical
  

• Initial Complaint

  Date:05/20/2022

  Type:Delivery 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.

  The webpage said use "save10" for 10% off my order. I did but never saw a discount and it never added on even after placing the order. I wrote them to see if they would remove the 10% and they refused to do it. I feel cheated out of 10% on Order #********** for $125.52.

  Business Response

  Date: 05/20/2022

  *******,

  I sincerely apologize for the experience you had with your order and the way it was handled by our customer service department. I have reviewed your order and it should have been immediately sent over to our crediting to department to have that discount applied. At this time I have applied the 10% discount to the products you ordered and you should have received an email confirmation of the refund for that discount. Again, I sincerely apologize for this experience this is definitely not how we like to have our customers treated or issues handled. If you have any further issues or questions please feel free to contact me directly at ************************************.

  Kind Regards,

  *****************************

  Director of Operations and Fulfillment

  Vitality Medical
  

  Customer Answer

  Date: 05/21/2022

   
  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

  Date:05/18/2022

  Type:Product 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.

  I ordered the 2000 ml Bag without Anti-Reflux Chamber, 40 Inch Tubing on 5/3/2022 but I call the company back same day to cancel the order the representative Mike“say” he is going to cancel the order for me. next day I received an email “say” the order is been shipped. Then I contact the company right away the representative tell me I can refuse to receive the package. So i refused that Package on 5/5/2022. Until now I still didn’t get my refund yet. Every time when I called the company they said still in process then they hand up the phone. Now i tracking the delivery confirmation status the Vitality medical company already received the returns I would like the Better Business Bureau to help me get my money back. Thanks so much. Best regards, **** ***

  Business Response

  Date: 05/18/2022

  Hi ****,

  I apologize for the experience you have had on your order. I have looked into the order and found the following information: Your order was placed the morning of 5/3/2022 and shipped in the afternoon of the same day. We did receive a request to cancel the order at 3:29 PM on 5/3/2022. Unfortunately, this was after the order had already shipped so it could not be cancelled. As Mark, the customer service representative informed you, he could put a request in but he could not guarantee the order would be canceled. Although I can see you refused delivery with the shipping company on 5/5/2022, the shipping company, LSO, did not return the item back until 5/13/2022 and the item has still not made it back to our warehouse. Which is why a refund had not been issued because until had been received in our warehouse we cannot issue a refund. However, due to the situation I have bypassed the continued wait time caused by the delay in LSO returning the item and I have issued you a full refund. If you have any further questions you can reach out to me directly at ag*******@vitalitymedical.com.

  Regards,

  Amanda G*******

  Director of Operations and Fulfillment

  Vitality Medical