Complaint purchased a vitality therapy system , and it does not work aS PRODUCT CLAIMED PURCHASED A VITALITY THERAPY SYSTEM ABOUT 3 MONTHS AGO WITH A 1 YEAR WARRANTY . ITEM CODE ******* FOR $199.00 ONVISA CREDIT CARD. PRODUCT DOES NOT WORK AS ADVERTISED
Desired Settlement REFUND
Business Response We will refund the patient.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) when they called me they suggested trying another variation of their device not a refund.which is what they apparently told you and is what I had expected
Final Business Response Will initiate refund check and mail to patient.
Complaint REQUESTED REFUND VIA EMAIL BY RETURNING UNOPENED PRODUCT; NO REPLY Found the unopened box with their product apparently purchased by my 92 yr old spouse, recently dx'd as "impaired cognitively"; contacted them by email several days ago; no reply. Product listed as Elite Custom XXXXX ECXXXXX Vacuum Therapy System (assume pd $199.99 for it).
Need to return for refund.
Desired Settlement Refund of purchase price; will return product
Business Response Contact Name and Title: ******* Cst Serv Sup Contact Phone: XXX-XXX-XXXX Contact Email: ******@augustams.com We apologize that the system is not working for them. Unfortunately, we do not have this patient in our system and, (to my knowledge) we did not receive the email. If we had received the email we would have called or emailed the patient and advised the patient that Augusta Medical Systems does not directly sell Elite Custom Devices. We manufacture the VED and sell them to DME (Durable Medical Equipment) providers for distribution. The customer would need to contact the place that sold her husband the device and they would follow their own internal policy. We cannot give a refund to the patient because we did not sell them the device. We hope they are able to work out the situation with the provider from which that they purchased the device.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Can they provide a correct contact for DME? Where exactly I need to email (preferably) or write?
Final Business Response We recently called and spoke with the patient. We found the DME for the patient and advised of DME information.
Complaint over charging for vacuum pump Over charging for item when I was told medicare paid for this item.
Desired Settlement remove98.63 charge. this is not what salesperson told me.
Business Response We verified Mr. *****' insurance coverage in good faith and communicated estimated out of pocket. Mr. ***** did not return the two phone calls made or respond to the three statements mailed before he was turned over to the collection agency. We will ask the agency to stop collection efforts.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) this company never called me . I was originally told by the company salesman that medicare and insurance would pay fot this product.I most definitely mailed them a letter back when they billed me the 98.63.
Final Business Response We regret that Mr. ***** is not satisfied with our response. It is our desire to resolve the complaint to his satisfaction. Our insurance staff estimated zero out of pocket based on verification from the insurance plans. Because the insurance companies did not pay as they quoted, the patient co-pay balance remained. Our staff worked the insurance claims in attempt to have them paid as quoted. We have now written off that balance. It appears that Mr. *****'s reply letter to our statement was not filed properly, and we regret this error. What additional action would Mr. ***** like for us to take? Thank you.
Complaint Failure to honor warranty/refund policy for NOT being satisfied with product within the first 90 days. On 02/06/2013, I paid with a debit card in the amount of $264.50 for a ED vacuum pump; which is one of three payments.On 03/15/2013, I paid $123.75 and again on 04/15/2013 I paid the final payment of $123.75. I paid a total of $512.00 plus shipping & handling charges for a grand total of $529.00. As stated in the their policy for refunds I had to call to talk to a tech for instructions, I did so both times and still was refused a refund. I had a heart attack in May 2013 and had not been trying to get my money back,but I did follow their policy.
Desired Settlement Refund of ALL funds in the amount of $512.00 plus Shipping and handling charges for a total amount of $529.00 which I have paid in FULL.
Business' Initial Response Refund has been approved. Check will be cut on 6/28/13 and mailed to patient.
Consumer's Final Response As of 07/03/2013, I have not received anything from this company; NO CHECK,NO LETTER, NO TELEPHONE CALL, NO NOTHING. I would like to know when will I receive my money of $529.00 from this company as I have said in my complaint I suffered a heart attack and I need my money to help pay off my hospital bills. Thank you for any assistance in clearing up this problem.
Business' Final Response Check number 33440 was mailed via USPS on 6/28/13, as promised. We did not commit to express delivery of the check. Please call Stephen Sigmon at 706-312-0198 if you have not received the check by Monday 7/15/13 and we will void and reissue. Thanks.
Complaint DOCTOR WROTE A Rx TO AUGUSTA MEDICAL SYSTEMS FOR MEDICAL EQUIPMENT THAT HE WANTED ME TO USE. IT WAS NOT OPENED, THEY WOULD NOT ALLOW A RETURN. I DID NOT ORDER. MY DR. ORDERED FOR MY POSSIBLE USE. HE DETERMENED THAT IT WOULD NOT HELP. I CALLED THE 800 NUMBER LISTED TO AUTHORIZE RETURN. COMPANY CLAIMED THAT THEY HAD A "NO RETURN" POLICY. OUTER BOX WAS OPENNED BUT THE MEDICAL DEVICE WAS NOT OPENED AND IT IS IN IT'S ORIGINAL PACKAGE. NEVER USED NOR TOUCHED BY EITHER DR OR MYSELF. COMPANY CALLED 7/8/2015 FOR MY CREDIT CARD NUMBER TO CHARGE ($347.98) AND SHIP. I CALLED TO REQUEST RETURN AUTHORIZATION ON 7/8-9/2015. COMPANY DID NOT RETURN CALL. CALLED ON 7/20-21/2015 AND WAS AGAIN REFUSED RETURN OF PRODUCT AND A CREDIT TO MY CREDIT CARD. NOWHERE IS THERE A STATENEBT THAT YOU MAY NOT RETURN ITEM. WHY WOULD THEY GIVE THE CUSTOMERS AN 800 NUMBER BEFORE REQUESTTING A RETURN, IF THEY DIDN'T ALLOW RETURNS. NOTIFIED WELLS ***** **** TO AUTHORIZE AN INVESTIGATION AND TO DISALLOW CHARGE AND REQUEST A CREDIT TO CARD. PRODUCT SHIPPED BACK($22.55), INSURED ($350)WITH TRACKING NUMBER ON 07/23/2015. THANK YOU FOR YOUR ASSISTANCE I HOPE THAT YOU CAN HELP.
Desired Settlement ISSUE CREDIT TO CREDIT CARD FOR FULL AMOUNT OF $347.98. I HAVE AND WILL PAY RETURN POSTAGE $ 22.55.
Business Response Even though the customer was given a prescription from his doctor, he chose to purchase the less expensive over the counter system and to upgrade to a lifetime warranty. While our warranty does protect the pump head and the cylinder against defects, it does not include the 90 day buy back program that our prescription system offers. This information is clearly explained to all patients before the sale is completed, so unfortunately no refund is available.
We would however, be glad to send the returned product back to the patient free of charge and honor the lifetime warranty that he has paid for. If he no longer wishes to keep his lifetime warranty upgrade, we would also be willing to refund the $99.95 fee and reduce his warranty back to the standard term of one year. Simply call us at X-XXX-XXX-XXXX and speak to customer service to make the arrangements.
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