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:12/06/2024

  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.

  I purchased this medical device (PEMF mat) on 10/23/24, it was delivered to my house on 10/28/2024. Purchase price was $6.243,40 My husband has very mild Arrhythmia (afib), precaution on the website only warns patients with severe cardiac rhythm disorders, so we expected it to be safe to use. I had to search for precautions on the website, it is something that should be listed in BIG BOLD letters, customers should not be searching for health info for ten minutes. We bought this product to keep and not return, but my husband was experiencing chest pain as soon as the mat was turned on, and we discontinued using it right away as we did not want to cause harm to his health. I contacted our Distributor ***** ****** on Oct 30th and explained my situation to her, she transferred a call to the doctor, I explained to her the situation once again, and for 8 minutes she tried to convince me to keep it. I Called the company on Nov 1st to follow up, and finally, I received the shipping label to send it back Nov 2, 2024 everything was in the original packaging and perfectly packaged. Bemer received it on 11/12/224 On 11/13/2024 I called in to let them know they received the mat and I was expecting to get a full refund, I spoke to ******* and she said everything would be resolved by the end of the day and I could check back on the following day, she also said she is expecting me to get a full refund but the doctor has to confirm it. I gave them an extra day to finalize everything and called back on 11/15/2024, and I received exact same answer as before, that everything should be finalized by the evening, and I should receive my refund shortly. At that point, it just looked like I was not getting anywhere so I filed a dispute charge with my credit card company. On 11/21/2024 I finally got an email from the Bemer company informing me that I could not get my full refund. On 12/6/2024 I still do not have my refund.

  

  Business Response

  Date: 12/10/2024

  To Whom It May Concern;

  Thank you for contacting us regarding complaint ID ********, from ***** ********. Wed like to thank Ms. ******** for taking the time to share her feedback.  We truly value all customer input, and we are sorry to hear about her experience.
  We have reviewed Ms. ********s account, and we found that the delay in issuing the refund was due to Ms. ******** requesting a full 100% refund, which is outside of BEMERs return policy.  BEMER does charge a 10% restocking fee on all returns unless medical supporting documents are received stating the return is due to a medical concern, in which case BEMER will provide a 100% refund. Ms. ******** was copied on correspondence sent on November 21, 2024 requesting the medical supporting document. To date, we have not received a response. Therefore, as of December 6, 2024, the 90% refund has been issued to Ms. ******* per BEMERs return policy.  The credit should be reflected on her account within 7-10 business days. Due to the extenuating circumstances, should Ms. ******* submit the medical supporting document, we will be happy to review further. We appreciate the opportunity to respond and hope that Ms. ******* finds this a satisfactory resolution to her complaint.

  With Kind regards,

• Initial Complaint

  Date:03/28/2023

  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.

  I purchased a Bemer set as well as a distributor ship in 2022. I later sold a Bemer set through my bemer site SIB-****** on 1-31-23. I was told by phone that the commission was returned to the card holder who was actually the buyer not myself. I later was emailed that my issues noted NA-****** is confirmed not commissionable since I bought a distributor ship and a bemer set. The explanation did not include the second set that was bought through me from Bemer. The explanation (NA-******) is senseless to buy a distributor ship ($200) and Bemer set, then months there after buy a second at a full price. This is after a full review. I believe a full refund of the distributor ship at the minimum should be made if a commission is not going to be made.

  

  Business Response

  Date: 04/04/2023

  Thank you for reaching out to us regarding Complaint ID#******** from ***************************.
  BEMER Group is a direct sales company with distributors across the **** that sell an *** Class II Cleared medical device.  
  **************** purchased a device from a ******************** distributor on October 26, 2022 and then chose to become a distributor with BEMER and went through the signup process, agreeing to Terms and Conditions which include compensation eligibility information. 
  As a distributor, **************** can sell products directly to a customer by sending them to his website where they would make their purchase and set up a customer account, making **************** eligible to earn commissions from that sale. **************** can also purchase products from his own account, and receive a discount, which is what occurred in this case.  Sometimes distributors prefer the discount when they are making a second purchase for themselves, or purchasing for family or friends. 
  On January 30, 2023, **************** placed a personal order through his own account for his customer ***************. Since he placed the order on his own account and had it shipped to his customer, he received a 17% discount on the purchase rather than receiving the 17% commission.  This is a benefit of being a BEMER Distributor.  
  If **************** prefers to receive a commission for orders he sells, he would have customers create an account by purchasing through his website. They would pay the full price for the product, and **************** would then receive a commission on the sale.
  This can be resolved on any future orders by having customers visit his website and place their order through his site, setting up their own customer account, rather than **************** purchasing through his own account and receiving a discount.
  I hope this helps to explain what occurred in this situation, and how to ensure **************** receives commissions on future sales.

  With Kind Regards,

  *******************************, Compliance Manager

  Customer Answer

  Date: 04/05/2023

  The response from ****** group was correct in the aspect that I sold a unit to a ***************. ****** then credited ************ credit card instead of myself. When I inquired about this I was told to fill out a **4 which included my Social Security number. Since I wasnt refunded any monies and also asked to fill out a **4 which had an error in the software system according to the ****** representative at the time of filling it out,  I am now concerned of being turned over to the *** for an income which I never received and have yet to be contacted by ****** about the **4 issue. I have since asked to be refunded my distributorship monies which would sever a tie Between myself and Bemer to be able to incur any incomes. I have had no response to that. 

  

  Business Response

  Date: 04/11/2023

  ********************,

  Thank you again for sending us ******************** follow up. 

  As requested, we are refunding the distributorship fee that **************** paid and will close his account,  severing the tie between **************** and Bemer as requested.

  A credit memo request for refund of $199 has been submitted and is being processed.  **************** should receive the refund with **** business days.  The refund is generally issued to the credit card it was charged to initially, however if there are any issues with refunding it to that credit card, we will contact **************** and process the refund via an ACH transfer.  

  Again, we appreciate the opportunity to respond to **************** and hope that he finds this refund to be  a satisfactory resolution. 

  With Kind Regards,

  *******************************, Compliance Manager