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Business Profile

Health and Wellness

Beurer North America LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We purchased The about 55 units HA85 hearing amplifiers from best buy about a year ago.We never used them and now when we tried them today 8/23 for the first time, the batteries not charging and the devices wont power on.

    Business Response

    Date: 08/29/2024

    The customer was contacted and informed that this specific device has not been available in stores since May 2022. The customer stated that they purchased the devices from Best Buy warehouses in bulk for resale. We advised the customer that, to receive warranty coverage, they would need to be an authorized retailer. However, as an exception, we will assist the customer in this instance. The customer agreed to send the devices in for inspection and to provide proof of purchase. The items will be inspected and serviced under warranty.

  • Initial Complaint

    Date:12/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Received a defective product and company refuses to replace because I purchased this at Menards and they said that Menards is not an authorized reseller. Apparently this company does not honor their products or the warranties no matter where they are sold.

    Business Response

    Date: 12/14/2023

    The "Limited Lifetime Warranty" of our model HK67 states: "Your Beurer Mobile Heating Belt To Go Model HK 67, is warranted to be free from defects in materials and workmanship for the life of the product under normal conditions of intended use and service. This warranty extends only to the original retail purchaser and does not extend to retailers or subsequent owners."

    We, Beurer North America LP, have not sold these devices to any Menards stores. Taking this into account, Menards is not the original retail purchaser. This is the reason why this customer was informed that the Warranty was not applicable in her case.

    That said, we will be contacting this customer, making an exception and sending her a pre-paid label to send her product for inspection to our warranty department.

    Customer Answer

    Date: 12/28/2023

    Company reached out and said they would honor the warranty and asked me to send the product back. After tracking the item, they received this on *****. I emailed them twice to get an update and still have not received a reply. 

    Business Response

    Date: 01/09/2024

    We received the HK67 on December 18th, and today, January 09th were able to finish testing it.
    To test it, we started by fully charging the battery back, and after a full charge, we measured the output and found it to be compliant with our requirements.
    Then we connected the battery pack to the belt and turned it on high (the button shows red). We measured the temperature following the UL130 testing standard until the automatic shut-off of the unit (110 minutes) and found no issues. The unit reached a temperature of **** Centigrade ( 130 Fahrenheit) just before the auto shut off, which is compliant with our requirements. (Please find testing data attached)
    That said, we are sending a fully tested NEW device to the customer address.
    This device is intended to be used for warmth and comfort, and not necessarily as a "heating pad", which is indicated for pain management and to increase blood flow of the area treated.
    Sorry for the delay in our response.

    Customer Answer

    Date: 01/17/2024

    Company did send out a replacement that they said was new. I fully charged the white charging block that came in the box. I charged it overnight. I plugged it in to the belt the next day and left it sitting beside me as I worked and it did not get past 5 degrees. It sat plugged in from 12:15 to just after 2 pm. There was NO way this got up to 130 degrees Fahrenheit as they claim it did. I am done and I give up. This is just an awful ************* and learn I guess. 

    Customer Answer

    Date: 01/19/2024

     
    Complaint: 21001095

    I am rejecting this response because:

    Company did send out a replacement that they said was new. I fully charged the white charging block that came in the box. I charged it overnight. I plugged it in to the belt the next day and left it sitting beside me as I worked and it did not get past 5 degrees. It sat plugged in from 12:15 to just after 2 pm. There was NO way this got up to 130 degrees Fahrenheit as they claim it did. I am done and I give up. This is just an awful ************* and learn I guess.


    Sincerely,

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

    Business Response

    Date: 01/23/2024

    As explained before, the product submitted to the customer was fully tested and deemed fully functional, as it passed our internal specification. The product was tested using the procedures of the UL130 standard, in which says to lay the heating product between two felt mats, each 1 inch think, and measure the temperature until thermal equilibrium is reached. It is important to note that if you turn the product on to the highest setting and simply lay it in top of a table and touch the surface with the palm of your hand, you will not feel or measure the maximum temperature during our testing, as the conditions are different.

    At this point we have exhausted the options of our Limited Lifetime Warranty, as we have already checked the returned product and replaced it with a new fully functional product. Refunds are not an option of our warranty. We are sorry that the customer was not satisfied with our product

    Customer Answer

    Date: 01/23/2024

    I don't understand---" It is important to note that if you turn the product on to the highest setting and simply lay it in top of a table and touch the surface with the palm of your hand, you will not feel or measure the maximum temperature during our testing, as the conditions are different." 

    Are you stating that this will get warm if there is some type of pressure on the item? 

    Business Response

    Date: 01/24/2024

    No, the device does not need pressure to heat up.
    The comment was to explain why you would not feel or measure the temperature in the previously attached report by simply touching or measuring the surface temperature of an uncovered device. The ***** standard requires the device to be "sandwich" or completely covered between 2 ***** (basically trapping the heat emitted by the product), measuring the maximum temperature, and making sure it does not go over an specified limit. This would represent, for example, the scenario were our product is worn under a heavy winter jacket.
    Again, sorry that our product did not fulfill your expectations.

Beurer North America LP is NOT a BBB Accredited Business.

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