ComplaintsforNeurotech LLC

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to Neurotech EEG specialists by my neurologist for an at home eeg. The tech that came out was from a satellite office in **********, **. I was set up with the eeg equipment on Friday, June 24th. I was called by someone within the company to check for any issues daily throughout the 3 day period. On Sunday June 26th, I spoke with ***** that morning and shared that I was experiencing some pain and a burning sensation on my forehead. She said to remove the gauze and look for any redness, I removed the gauze from the two wires on my forehead which were bleeding. She said to remove those and she would file an incident report and a supervisor would call me within a few days. When I took the entire wrap off of my head when the test ended on Monday the 27th of June I found that there were two holes where those were and redness and irritation on other parts of my face. I'm filing the complaint due to calling the company on multiple occasions to speak with a supervisor, and them never calling back. I called on 7/1 to hopefully get it handled before I went on vacation with two holes in my head. Left a message after speaking with two individuals. No call back. Called when I got back from vacation on 7/10 saying I needed to speak with a supervisor, no call back. I also posted a ****** review that day with pictures to see if they would contact after that. I called 7/13 after no contact from them and spoke with a representative and explained that I wanted to speak with a supervisor and would not be paying until I spoke with someone. He said the supervisor was in a meeting and would call back as soon as she was done. It is now 7/18 and I still have not heard from anyone. I have pictures of the holes in my head if needed.

  Business response

  08/10/2022

  This email is in response to Complaint ID ********.  We have reached out the patient/customer regarding her concerns. 

   

  The issue with skin redness and ***** is common with long term EEG testing.  In fact, we notify patients ahead of time and even have them sign a consent to understand this risk.

   

  In reference to the lack of customer service, it appears an employee who is longer employed with Neurotech failed to follow up with the patient/customer.  This is not an excuse as the patient deserved a timely response.

   

  Thanks,

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