ComplaintsforUniversal Physicians, LLC

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased 2 Fast Help devices, both of which failed. I have no idea what the causes of the failures were. The 1st one didn’t ever respond to charging. The second one lit up indicating it was charging, made all kinds of strange chime sounds, and then sounded like some one was talking (which could not be understood), and finally had noise like static then died. Is there anything that could help, short of buy new ones? What is the cost of replacement?

  Business response

  04/28/2023

  April 28, 2023
  
  ***** ******* *** ****** *** ******* **  *****
  
  Re:  Universal Physicians – ID# ********
  
  Dear Diane *******:
  
  Thank you for contacting Universal Physicians regarding the malfunction of your Fast Help devices. 
  
  Universal Physicians is going to send you a, one- time offer, free device for your inconvenience.
  
  An agent from Universal Physicians has been communicating with you by email and will inform you that you will receive this one time offer of a free device.
  
  We apologize for the inconvenience.  It is our goal to exceed the expectations of our customers.
  
  Sincerely,
  Joy Bender

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/12/2022 I paid $162.86 including shipping. Order #***********. I ordered a ******** Alert device from an address in ME.( **** **** ** ***** *** ********* *** After charging it the device went dead immediately. I want to return the device for my money back. It is 30 day return but when we try to contact through email or website, which we have done several times the system just goes in circles. So it is not possible to leave a message or email. The address on the instruction booklet is OH(.******** **** ******* *** ** ***** ******* ***) Upon further checking, it also has an address in the UK(. ** ******** ******* **** ***** ****** ***** ******* ***** ****** ** *** ****** *******). When we called the number they say Universal Physicians. Please help. Sincerely, ******* * ****

  Business response

  09/01/2022

  RE:  Complaint *********
  
  Thank you for your inquiry regarding complaint #********. After receiving your notification on 8/29/2022, we immediately investigated this customer’s order history. Below is the summary of our findings and the actions taken to resolve her concerns.
  
  She placed her order on 8/12/2022
  We did not have any other correspondence from this customer until we received the BBB notification
  On 8/29/2022, our customer service attempted to call her. No response. Additionally, we could not leave a message as her voice message system is not set-up. We also emailed her
  On 8/29/2022, she responded via email and confirmed that she received our email
  Our customer service rep called again on 8/29/2022 and spoke to her directly.
  After speaking to the customer, we discovered that she was using the wrong contact information for our company. She did a web search for our company. We discovered that she accidently tried to reach us using the information she found for a company in London. WE DO NOT HAVE A COMPANY IN LONDON. We discovered she used ********* ***** * ****** *** ******** in her search. She referenced this in her letter to the BBB. Below is what she found on the web search –
  1. Contact Us * *********
  ************************************
  Please write to us at the following address: ** ******** ******* **** ***** ****** ** * ** ******* ***** ******
  

  We sent return information and refunded her since she was within the 30 day money back period
  She stated she was extremely grateful and was satisfied
  On 8/31/2022, our customer service rep tried to call her twice to confirm she received our return information and to see if she had any questions. She did not answer these calls. We could not leave a voice message. Our rep also emailed her. No response to our email
  
  In summary, given our conversation with the customer and her confirmation that she was satisfied, we consider his inquiry successfully and satisfactorily resolved and closed.
  
  Thank you

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband has an a emergency alarm around his neck incase he falls for protection its very important for him we bought the devise with good intentions for his protection it does not work they will not answer me or my emails I very upset its over 3 weeks. I need help please. I'm so nervous

  Business response

  07/29/2022

  RE:  Complaint #********* * **** *******
  Thank you for your inquiry. After receiving your notification, we immediately reviewed the order history and also searched for any attempt from the customer to contact us. Unfortunately, we were unable find any calls or emails from this customer using the information on the customer’s order and also what was provided in the BBB notification. We also sent two emails to the customer using the email address found on the customer’s order, which was the same found on the BBB notification. It was undeliverable (please see one of the two Microsoft Outlook Undeliverable emails below) –
  

  
  
  From: ********* ******* **************************************************************>
  Sent: Wednesday, July 27, 2022 4:47 PM
  To: FastHelp Support
  Subject: Undeliverable: FW: BBB Customer Inquiry Follow-upDelivery has failed to these recipients or groups:
  *************** ***********************
  This message was rejected by the recipient email system. Please check the recipient's email address and try resending this message, or contact the recipient directly.
  

   

  Regardless, after several attempts over 3 days to reach the customer, we were able to speak to the customer and successfully addressed any concerns that the customer had to their satisfaction. We did ask for the emails that were sent to us from the customer to aid in troubleshooting on what might have occurred. We were told no worries, all is good. We don’t need to do that now that we’re able to speak to each other. The customer stated they were satisfied.
  
  In summary, given the customer is satisfied, we consider this inquiry successfully closed.
  
  Thank you.

   

  Customer response

  08/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** *******

*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. ↩