Complaints

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• Initial Complaint

  Date:11/03/2025

  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 called iWorx Systems, Inc. 10/31/25, for a part displayed on their website, SKU listed on the website as HRR-100 & described as "The HRR-100 Heart Transmitter Receiver with 6 ft. Adapter Cable is for use with the PHRM-100 Polar Heart Rate Monitor Transmitter/Receiver Set" and a picture of a **************** plug. I spoke with a sales *** named ***** C by phone & explained we need this part ASAP as I was just informed by Polar that the part can no longer be made. ***** said they are able to provide the exact part from their website which ***** said included the cable and receiver plug shown in the picture on their website for SKU: HRR-100. ***** had a coworker talk to me who said she checked their warehouse and confirmed they have quantity 10 of this cable and receiver plug(HRR-100) in stock and would hold it for me and ship ASAP once our *********** card payment was received. 11/3/25 I was emailed a payment link with an invoice showing Order#*****. This invoice is for quantity 10 of Polar Heart Rate Receiver with cable at $80/each, which is also the pricing it states on their *************** C confirmed this is the price we would pay. I paid the total of $800 via the link provided & was asked via email by ***** if I want all 10 shipped to me that day. They confirmed they still have these in stock physically. I told ***** I want all 10 shipped to me ****. The same day ***** C calls me & says that he just found out that the receiver plug is obsolete from its manufacturer, Polar, & that now they can only provide 3 sets & the price is now $250/each. I spoke with a man who stated he is the President of iWorx and he confirmed his company accepted the original ************ but now refuses to fulfil what was promised. He says he still will NOT accept any payment less than $250/each & even though he admitted they rushed still refuses to honor the ** terms his company accepted & payment already made to his company. This seems like price gouging to me. Completely unethical.

  Business Response

  Date: 11/10/2025

  iWorx acknowledges receipt of the complaint filed by an individual from a distribution company and appreciates the opportunity to clarify the facts surrounding this interaction. We sincerely regret that we were ultimately unable to fulfill the complainant's specific request and understand the considerable frustration that resulted from this complex sourcing issue.

  The complainant contacted iWorx seeking a large quantity of a single componenta heart rate monitor receiverwhich is typically sold by iWorx to professors and researchers as part of a larger, complete set used by their students in exercise physiology studies. This complete set, which includes both the transmitter and the receiver, is priced at $250 and has maintained this price for over twelve months.

  Recognizing the complainants difficulty in sourcing this specific, obsolete part (due to the manufacturer, discontinuing it), our representatives made an exceptional effort to assist. This included putting the complainant in direct contact with our inventory manager to confirm the physical presence of the components.

  The complainant accurately states that iWorx confirmed the receivers were in stock. However, this confirmation was never an agreement to sell the parts separately. The inventory managers role is to confirm quantity, not to authorize sales outside of our standard product bundling.

  Selling individual receivers would have immediately created an unsalable surplus of transmitters, compromising our ability to provide complete sets to our educational and research customers. Therefore, the representative needed to check with the manufacturer to confirm if replacement receivers could be sourced in the future. The manufacturer confirmed that the parts were end-of-life and could not be replaced. Based on this confirmation, iWorx made the necessary decision that we could not sell the components separately.

  The complainant sent in a purchase order, but it was never approved, only acknowledged as received. While our internal confirmation process was underway and before the complainant heard back from our representative confirming approval of the purchase order request, she attempted to make payment by providing her credit card information. Critically, we want to confirm that the complainants credit card was never charged. The information was held and then immediately voided once the confirmation was received that the components could not be sold individually.

  Furthermore, the claim that iWorx increased the price is incorrect. The price of the complete set has been $250 for more than a year. While the single receiver was rarely sold separately in the past for $80, the complete set was the only confirmed option presented to the complainant. No price increase occurred.

  iWorx regrets the disappointing outcome. Our team extended significant effort, including unusual internal access, to try and accommodate the request. However, the inability to sell the part separately was based on a necessary inventory preservation decision, directly resulting from the manufacturers end-of-life designation for the component. We remain available to sell the complainant the complete heart rate monitor set for the standard price of $250.