ComplaintsforB&M Sales Canada

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 4/24 at the ******************** Home Show I purchased a set of the *************** heating pad and the back kit heat pad for a total of $156.80. After using the *************** heating pad I followed the boiling/cooling instructions to bring the pad back to liquid but it didnt work. Their instruction pamphlet said if it doesnt work upon first try to boil/cool again so I did that but it still didnt work. The pack is completely hard, full of the crystals and non reusable. I am reluctant to use the back kit heat pad and emailed them at ******************************** for advice on what to do now but they have not responded. My receipt says they are out of ****************, *******, BC so I am not able to exchange within their 14 day exchange policy as I live in ***********, **. As a senior with limited income I would prefer a refund. Thank you and I hope you can help me.

  Business response

  09/05/2024

  Nothing to be concerned about.

  The response time for inquiries are a few hours to a few days generally, except for peak seasons.

  New boiling instructions were just sent.

  If the product is deemed as defective a new one gets sent free of charge.

  For now it does not appear this unit is defective, but should that be the case a new one will be sent

  Customer response

  09/05/2024

   
  Complaint: 21684687
  
  I am rejecting this response because:
  I have followed the boiling/cooling instructions again and still no success.  The heat pack is still hard and there are crystals on the outside of the pack.  I have not had a good experience and I really would prefer a refund.  I understand that I would be responsible for the return of the product before a refund would be provided.  Please let me know the address I send the product back to and Ill send it registered.  Thank you.
  Sincerely,
  
  **************************

  Business response

  10/05/2024

  If there are crystals on the outside it means the pad was punctured. Please email ******************************** and a replacement will be sent, as per the warranty policy, as already mentioned 

  Customer response

  10/05/2024

   
  ****** ******** *******
  
  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

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday, March 2/24 my wife purchased 1 of the reusable shoulder heating pads, back pads and was given 6 smaller pads, "thrown in." They were purchased at the Medicine Hat Home and Leisure Show in the late afternoon for a total of $136.50. Later that night we used the shoulder pack and it worked pretty good but the back pad disnt really worn at all it didn't heat up much. When we went to "reset" the shoulder pack it innediately broke open on the water. We had to throw it away after 1 use. The back one still doesn't work and of the 6 small ones, 3 of them have already had to be thrown out. I have emailed the company from their website numerous times. The email doesn't work at all and when I tried to send the message direct from the website, no response. It says it sent but I haven't heard from them after repeated attempts and there is conveniently no phone number. I would like to get a refund for thud product as they are all defective or don't work but I cannot get a response from the company. I did everything correctly with the product but they either broke or didn't get hot. I am not sure what to do now as I'm out the money and no product after 1 to 3 days and no return calls or emails from the company of any kind.

  Business response

  27/03/2024

  Please email the customer service email ************************** 

   

  You will replied to.

   

  If something is damaged we have an all inclusive warranty policy. You will get new ones at $0 cost. You will also be sent instructions on how to avoid future damage.

• Initial Complaint

  29/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a TENS unit and Heat/Cold pads at their booth at the Home and Garden show in Calgary Feb 24 2024 . We initially stopped at the booth to see if we could purchase more pads for our unit at home that we purchased about 5 years ago in Vegas. When inquiring about more pads the lady asked us if we have health insurance and what company. After giving her that information she talked us into buying a whole new tens unit system as well as $150 worth of heat/cold pads as she guaranteed that we would receive between 80% - 100% coverage with the insurance company we are with. She even had my husband open the insurance app on his phone and she showed that he has coverage for the purchase. She said that the company will provide a medical invoice the following week that we can simply submit to our insurance. After emailing them twice we finally got our invoices and proceeded to submit the claim as instructed by the B&M Sales rep. The claim was immediately denied, my husband called his insurance company and they said that he does have coverage however, it needs to be prescribed by a physician and need to be attending physio within the last 6 months. None of this information was given to us at the time of the purchase. We were given misleading information and was pressured to buy something that we weren't even initially inquiring about. Meanwhile, other customers at the booth were being told the same exact information that their purchase would be covered, just to make a quick sale. I felt like I have been given misleading information and taken advantage of to make a sale, and I am sure serval other customers too. We spent $724.50 with this company that us out of our pocket. Very unhappy

  Customer response

  12/03/2024

  
  My complaint has been resolved directly through B&M Sales.

  Thank you 
  

  
  

• Initial Complaint

  26/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase 2 of the reusable shoulder heating pads at the ***** **** ******** from a vendor On February 5th. They have never worked properly, one I returned immediately while the vendor was still at the hospital and she replaced it. When I properly boil them and bring them back to liquid as soon as they cool, they go hard. My preference would be to have my money refunded. I was given a business card with contact info for B&M Sales Canada that promised a life time warranty. I tried emailing the address on the card and the email could not be delivered. I went on their website and tried the email on the web site - also not delivered. I submitted an online form twice with no response. If they say they did not receive anything from me they can email me directly at ******************

  Business response

  27/02/2024

  See screen shots.

  I searched the email.

  It showed some weird message.

  ************************** I just emailed hi (see attached).

  We can help.

  Not sure why messages were going through in this weird way

  Customer response

  28/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21348823, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *********
  

• Initial Complaint

  31/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a TENS machine at the Calgary Stampede on July 16th, also was told that there would be a credit to me via my health insurance. As lady in previous claim said, the health insurance does require a note from doctor BEFORE you make the purchase, this was NOT told to me and so I spent the $472.50 and after getting home and not only does one of the products sold me NOT WORK but also I can't claim it because my doctor note came after the purchase. I have emailed the company twice and never rec'd a response and can't find a phone number anywhere!!!

  Business response

  02/08/2023

  There is no email from the client. Please contact us, a response will come.

  ************************** 

  Warranty is there for non functioning units, please email us; the supplier takes care of this, also at times we can cover it and the supplier can credit us.

  The invoice is not complicated. The invoice date is the date the invoice is sent.

  Payments are made anywhere from date of purchase to net 60 or net 90.

  I don't see why this should affect coverage.

  I urge the client to email and it sounds like all related problems will be remedied quite easily.

   

  Customer response

  02/08/2023

  
  Complaint: 20402706
  
  I am rejecting this response because, you haven't replied to either of the two messages I've already sent via email.   I will submit another email but do ask that you provide me with a phone number so I can talk to someone and not be ignored anymore!

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

  Business response

  04/08/2023

  See attached.

   

  Zero emails received.

   

  I found an email for you from invoices.

   

  Please reply to the email I sent to:

   

  1) confirm you received my email and the email i have for you is correct 

   

  2) So we can actually correspond, again not getting your emails, not in spam folder either. ************************** 

• Initial Complaint

  21/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2 “Cool Heat” instant portable hand packs on April 16 at the Home & Garden show in Winnipeg. When I used them at home, I followed all the instructions, but the packs did not heat up nearly as much as I was shown at the trade show. They stayed warmed up for only 5-10 minutes, not for the “2-3 hours” the salesman told me. The second time I tried them, they didn’t heat up at all! And I followed all the instructions to a T again. I am very disappointed in this product and I want my money back. Can *** help me?

  Business response

  22/04/2023

  There is customer service that will help you Mr. ******.

  There is zero record of you attempting to make contact.

  The service email is ************************** 

   

  Customer response

  22/04/2023

  
  Complaint: 19968053
  
  I am rejecting this response because: I already submitted a complaint Tuesday or Wed last week on your website’s online contact form. But received no reply.  
  
  Sincerely,
  
  **** ******

  Business response

  25/04/2023

  Told customer to keep the product. Also sent them their money back. 

  Customer response

  26/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19968053, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25 I purchased a medical grade TENS machine from B&M Sales at the Edmonton Home and Garden show, after being assured by the salesperson that my insurance company, *******, would reimburse 80% of the paid amount. The salesperson claimed she had worked with ******* claims for years and there was typically no problem getting reimbursed for TENS machines. It was only after I paid for the purchase ($520 total) - and the purchase had gone through on my credit card - that she mentioned that a medical note might be required for reimbursement. I immediately requested a refund, but was told that this would only be possible if I contacted the company via their website after the Home and Garden show. I was also told that a doctor's note issued after the purchase would be fine for reimbursement, but this is not true, according to my insurance company. Without a doctor's note in advance of purchase, I am unable to access any type of reimbursement for this machine. I have contacted B&M Sales 3 times in the last 3 weeks to request a refund - once via their website, and twice by email. I have yet to receive any response from them. The business did not issue a receipt at the home show, so I only have my credit card statement as proof of purchase. The machine is still in its original packaging, and I would like to return it for a full refund. This information provided during the sale was misleading at best, if not an outright lie to make the sale. Thanks, and appreciate any follow-up steps you can take on my behalf, given that I am unable to get a response from B&M Sales after repeated inquiries.

  Business response

  16/04/2023

  Following up with the customer. The email had not been answered yet by customer service. The fault is a delay in response and nothing more.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Hido Pro Touch 6-12 for $997.50 at the ******** **** *** ****** **** at the ******** **** ****** on Saturday March 25, 2023 . I emailed that evening when I was able to get home and examine the product and quickly realized the products purchased were not what was presented to me at the time of purchase. I purchased an additional warranty that was supposed to be emailed to me which I still have not received. I have the interact receipt but the detailed receipt has not been emailed to me as promised. I have reached out for a refund and have not received a response.  At the time of purchase I was told that I could buy pads from ****** as they would be cheaper than buying from HiDow. I think that's what the sales did at the show as the additional pads I purchased did not match the HiDow pads. I noticed the quality difference in the pads when I got home and was unable to connect these because the connector areas were not close enough to the edge. I bought the additional receivers and additional pads because I am dealing with really bad sciatica and spondylolisthesis. The chart provided indicated 7 points to be treated for the sciatica and the sales rep ensured me that what I was buying would work. 

  Business response

  03/04/2023

  The company policy is no refunds exchange only.

   

  Besides that I don't understand exactly what components of the purchase the customer is missing, if any.

   

  If any are missing they will be provided.

  Customer response

  04/04/2023

  
  Complaint: 19888419
  
  I am rejecting this response because: The product provided does not meet the product described at the time of purchase as per my previous email. If the company stands a ground of no refunds, I would request confirmation of the below address as provided to me by HiDow International so that I can escalate this matter to be resolved outside of the ***.  
  
  B and M Sales Canada
  **** *****  ********* ************ ***** ********* ******** ****** *** *** ********************** ************
  Sincerely,
  
  **** *******

  Business response

  04/04/2023

  $675 was just e transferred. customer can keep the product.

  Customer response

  05/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19888419, and find that this resolution is satisfactory to me.
  
  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. ↩