Complaints

This profile includes complaints for Sarnova family of companies - Bound Tree Medical, Cardio Partners, Digitech and Tri-anim Health Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sarnova family of companies - Bound Tree Medical, Cardio Partners, Digitech and Tri-anim Health Services has 2 locations, listed below.

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  Sarnova family of companies - Bound Tree Medical, Cardio Partners, Digitech and Tri-anim Health Services

  5000 Bradenton Ave, Dublin, OH 43017

  
• 

  Sarnova family of companies - Bound Tree Medical, Cardio Partners, Digitech and Tri-anim Health Services

  5000 Tuttle Crossing Blvd Dublin, OH 43016-1534

  

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:07/02/2025

  Type:Billing 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 BLS instructor kit from AED Superstore on June 16th on Order ******. The total charge was for 183.88. Then, on June 26th, I see another charge $183.88, so I checked my bank account and see the original charge is now missing. I called my bank, which informed me that AED Superstore voided the first payment and then re-charged me. There was no notification from the company, just the new charge. Since I only had one p[payment., I let it go.

  Then on July 2nd, I see three more charges to my account for a total of $551.64. This overdrew my account. I called the company and was told there was a billing issue, and an email would be sent to their billing department to correct.

  I now have NO MONEY and can't pay for bills, as I am a 100% disabled veteran and live on a controlled income. I was promised a same-day email. I called my bank to report the issue, so they reversed two charges, while allowing the original charge of $183.88. When I informed them of the charge on June 26th, I was told that AED Superstore had also voided the payment and then instead charged me three times today. The bank confirmed that the purchase amount was paid to the company, so then this company charges me TWICE more.

  So this is 7 billing errors, 5 of which overdrew my account. I was called in 3 times today, sent Facebook and IG messages, plus emailed the company, and have not heard back. I was advised by my bank to report it as fraud, so that's what I did. I also filed an FTC complaint, and now this BB complaint.

  I had to remove my credit card from the AED Superstore site, and it still shows In progress, so I could still be charged again. There is NO concern whatsoever for me. I had to transfer money from our grandkids' fund just to cover the fees.

  Right now, I have no money to get back as the bank reversed, but these are PROVISIONAL reversals only until the investigation is complete. If the banks don't reverse those, this company will owe me $367.76.

  

  Business Response

  Date: 08/15/2025

  We did have an issue with a software authorizing credit cards more than once during a few days when this order was placed. However, our accounting team didn't find any duplicate payments in our account or the credit card site for ***** ******. There were multiple authorizations, but they were voided and the credit card was only charged/processed one time. See attached for the authorizations and voids from our system below. We also made multiple phone contact attempts today to reach out to David directly and left voicemails and were not able to connect.

  Customer Answer

  Date: 08/21/2025

  the authorizations were reversed due to ***** ***** getting involved. They did this multiple times, sometimes up to four times a day. Eventually, the bank informed me that no new charges would be coming in, so they allowed the initial charge. The company states they did not charge my account, but I submitted a document showing I was charged multiple times.

  I'm glad they admitted they had a credit card issue and that it has now been fixed; the charges have stopped. I purchased this product on June 16th, then again on June 30th, and multiple times in early July, so this was more than just a few days.

  As for contact, I did receive one call, about two weeks ago, from ***** at ###-###-####. That was the only call I received, and it went to spam messages. I called them in early July, not August.

  The company finally replied to my email complaint on July 9th but never addressed my concern. They simply sent a receipt and closed the email. The Zen Desk ticket number was #******. That email was attached and clearly outlined my frustration after calling three times to their customer service department, where I was told they would call me back within 48 hours (Call #1), then I was put on hold and dropped (Call #2), then the final agent promised to call (or her supervisor), but never did.

  One total call and weeks after the issue had finally resolved itself. Bottom line is that they charged my account multiple times, which overdrew me, only ***** ***** made the effort to assist me, and this company failed to respond in a timely manner. You can contact the ***** ***** fraud department to confirm this.

  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Friday, January 3, 2025 I placed a over night shipment of Prestan Training Pads (4 sets)
  I paid for over night shipping the amount of $128.58. My order did not arrive until 3 days later. I needed those pads for a CPR/Aed course I was teaching on the following day January 4th and they arrived after the class was held the following Monday.

  I contacted the AED Super Store on Monday and talked to a customer care person named Amber Owens and told her of my experience and that I wanted to return my order due to the inconvenience it caused. She assured me that that I would be refunded the entire amount including the overnight shipping charge.

  I sent order per her instructions with the RMA form and number and once again paid shipping to return. I tracked order and it was received in January 12, 2025. I waited 2 weeks then called 2 other times to be told that it had been sent to accounting and I should get the full refund shortly.

  It is now April and I can not get anyone to return calls and just blow me off. It’s the point that I trusted dealing with this company and find that they are not a acceptable company anyone would want to deal with.

  Customer Answer

  Date: 07/30/2025

  Payment was received

• Initial Complaint

  Date:03/18/2025

  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 order a product from this company. I supposed to get it with 2 weeks. Now it’s 3 months I never heard back from them

  

  Business Response

  Date: 04/04/2025

  Dear **** *********, we checked our records and noted that your order was cancelled and refund processed on 3/19/2025. You should see the funds in your account as requested. In the event you do not, please reach back out to us so we can ensure we resolve this for you. 

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 sent an AED to them for there buy back program. I made sure that my unit was one they would accept. They say on there website that checks will be mailed within two weeks of receiving unit. It's been well over a month and I can't even get confirmation that they received my unit. This is not an inexpensive item. It's cost several thousand s of dollars. I've sent multiple emails and made numerous phone calls to no avail. Please help me to find out what has happened to my unit.

  

  Business Response

  Date: 02/21/2025

  Dear ****** ******, thank you for bringing your situation to our attention. We looked into your trade in account ticket and see that your trade in is approved and set to be paid by end of month. We realize this trade in process has taken longer than anticipated and advertised, and we appreciate your patience while we worked through an influx of recent trade ins. If by March 1 you have not received your payment, please reach out to us for further assistance.

  Customer Answer

  Date: 02/22/2025

  ***********
  
  Even though this has taken much longer than expected I do appreciate that everytime I reached out to someone at your company you were respectful and looked into the situation. I believe that you all gave me the most accurate information you had at the time. For this I thank you. I also apologize if at any time I was rude to any employee at your company.
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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 ordered an *** from the company and when I received notification that the item was on back order I canceled my order and received an email response that it was cancelled. I then ordered from what I thought was another vendor but was in fact the same company with a slightly different web address.I received two AEDs on the same day and was billed for both. When I contacted the company they agreed to a refund and provided a ***** shipping Lable to return the unwanted AED.I have never received a refund even though I have provided proof that I returned the package.I have been trying to resolve this since November 4th when I returned their product.The conversation always promises a resolution but then they say they didnt receive the shipment even though I have delivery proof.

  

  Business Response

  Date: 04/08/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the ongoing frustration you've experienced. We completely understand how disappointing and confusing this situation must beespecially after taking the time to return the product and provide delivery confirmation. You should never have had to follow up this many times for a resolution, and were truly sorry for the delay and inconvenience. Our team is currently reviewing all the details, including the return tracking and communications dating back to your original cancellation and return in November. Please rest assured that were prioritizing this matter and will follow through to ensure its resolved promptly. Youll hear back from us shortly with a clear update, and we appreciate your patience while we work through the remaining steps.

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On August 7 2024 I placed an order with Cardio Partners for $1046.78 of supplies for my small business which does consulting and EMS training. Almost a month later I had received no communication from the company and reached out. They informed me they had shipped the order and sent a tracking link. They shipped the order to a random address, in spite of having my correct address on the invoice. They agreed to replace the order as the shipping was their mistake.
  Then over the next couple of months they insisted the items I ordered were backordered. They advised at one juncture it was shipped but would not provide tracking.
  On November 10th I asked that my order be cancelled if they could still not fulfill it. They advised my order was “released” and they would provide shipping information once they had it. On November 21 I requested tracking and was told the order was backordered, clearly showing they had lied when they said the order was released. On November 22 I again requested my order be cancelled. They finally cancelled the order but just zeroed out the invoice. I had to ask multiple times for them to confirm they would refund the account. They then advised it would take five to ten business days to “reflect your account”. They failed to confirm if it would refund to my original method of payment and I have not seen a refund from them.
  I incidentally ordered the exact same SKU of training materials from a real business and they fulfilled it within a week. Cardio Partners appears to be a fraudulent company as a whole and has robbed me of $1046.78. I want my money refunded, accountability for the customer service reps who lied to me throughout the process, and for the BBB to accurately rate this scam of a company.
  The company will have all receipts as I have them in email as well. I'm not uploading them at this time but may have to as clearly this company is incompetent at best but more likely outright dishonest.

  

  Business Response

  Date: 02/21/2025

  Dear ******** *****, we appreciate you bringing this matter to our attention. Prompt refund and customer assistance are important to us and we fell short here for your situation. According to our records, your refund was issued on 12/11/2024. If you still do not see your refund in your account, please reach out to us and we will promptly address.
  

  
  

  Customer Answer

  Date: 02/22/2025

  **********
  
  
  
  I accept the business's response to resolve this complaint. They did eventually issue a refund after months of badgering and filing the initial complaint. I appreciate the existence of the Better Business Bureau as without the complaint I may still be getting the runaround from this business. 

  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:10/20/2024

  Type:Product 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.

  Purchased BLUE anti-choking trainer from AED SUPERSTORE 9/26/24. Plastic airway part frequently pops off device when abdominal thrusts are practiced. Phoned company. After letting phone ring almost 20 min rep answered with "Hello," not name of company (extremely unprofessional). Described problem. Was advised email company requesting new plastic airway part for device which I did. After one week & no response I emailed again on 10/16/24. Still no replacement part received & no response from company. I WANT TO RETURN DEFECTIVE TRAINER FOR FULL REFUND NOW SINCE CUSTOMER SERVICE APPEARS TOTALLY DEFICIENT.

  

  Business Response

  Date: 12/16/2024

   ***************
  
  Hello ****,
   
  Thank you for contacting us with this issue. I have already started the process on getting the customer a return label emailed to them so they can return the defective item. I also have gone ahead and refund the customer for their order and attached I have a copy of their refund receipt. Customer will receive their return label today and will have 24 hours to print it off so that it can be returned. Please let me know if additional information is needed.
   
  Thank you, 

  Customer Answer

  Date: 12/17/2024

  **********
  
  
  Though this company indicates it has already proceeded to rectify this matter by sending me a postage paid return label for returning this product-- they have NOT done so.  I never received the label which they described though just recently, on 12/9/24, they did finally credit my VISA for this purchase. 
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  My church is a nonprofit and tax exempt, which ******* has acknowledged but is refusing to issue us a refund on sales tax they charged us. We were charged $15.34 sales on a 9/5/24 order #**********, which had a grand total of $226.36 that was charged to our credit card on 9/16/24 under vendor ****** ******** **** The item we ordered was $235.13, less a 10% discount promo code of $23.51, plus sales tax of $15.34 equals the $226.36 charged to our credit card. We emailed ****** ******** customer service rep ***** ***** ******** from 10/13/24 to 10/17/24, answering her questions and sending supporting documentation, but she has thus far refused to issue us a refund of the $15.34 sales tax. CSR ***** ******** has acknowledged all of these facts, but still does not believe that my church was charged $15.34 in sales tax and that it needs refunded. We are asking that the $15.34 sales tax be refunded ASAP since it should have never been charged in the first place. CSR ***** ******** has acknowledged in her emails that my church is tax exempt, that *******/****** ******** has our tax-exempt documentation on file, and that we should not have been charged sales tax.

  

  Business Response

  Date: 10/28/2024

  Mr. ******* thank you for reaching out regarding your situation and our sincerest apologies for the time it has taken you to get this error fixed. We reviewed your invoice and found the error, where you were inadvertently charged the discount of $23.51 instead of receiving it. We have noted this error in our system and look to remedy this immediately to ensure it does not happen in the future. 
  
  In regards to your transaction, I can confirm we have initiated the refund to your original method of payment today. You should see that refund appear in your account within 3-5 business days, pending how your bank handles the transaction. If you do not see this refund in your account by November 6, 2024, please contact us for further troubleshooting. 
  
  Mr. ******* we apologize again for the mixup and the frustration this tax concern must have caused you. We value you as a customer and appreciate your business. 

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 AED pads for my church, a tax exempt organization, on 2 separate occasions. I bought them with a personal credit card, paid the tax then sent copies of the tax exempt form but never received my refund for taxes.

  The first: Date Ordered: 8/10/2023 Order Number: ******, $507.90, tax $31.75, total $539.65.

  Second: Date Ordered: 11/27/2023 Order Number: ******, $347.00 tax $21.69, total $368.69.

  I emailed a PDF copy of the tax exempt form on 8/18/23 and 12/4/23 at their request. I have called and emailed several times but have not received my money. The status on both accounts continues to read "In process" when I check my account online.

  Although I initially received emails requesting the forms I never received any feedback to my follow up emails, voice messages, or phone calls.

  

  Business Response

  Date: 02/05/2024

  Dear ****,

  I sincerely apologize for the inconvenience you have experienced regarding the tax refund for your AED pads purchased at our store. We deeply value your feedback and are committed to ensuring a positive customer experience.

  Upon reviewing your case, it appears there has been a delay in processing your tax refund, and we genuinely regret any frustration this may have caused. We understand the importance of timely resolutions, especially when it concerns a tax-exempt organization such as your church.

  I have escalated your matter to our customer care team, providing them with the necessary details, including your order number and the respective tax amounts. Rest assured, we are actively working to expedite the processing of your refund and will make every effort to rectify this situation promptly.
  
  If you have any further concerns or questions, please feel free to contact our team directly at *********************** 

  Customer Answer

  Date: 02/07/2024

  I accept the business's response to resolve this complaint. Thank you.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:11/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 the below listed item and when it arrived it did not have the listed included "cells". When I called the company they stated that at the bottom of the page it says contents not included. They did state that it may have meant the medical equipment in the bags. This is a backpack with smaller bags that carry specific equipment. The smaller bags did not come when ordered even though the title says included as seen here : "StatPacks G3 Clinician Bag with Airway, Medicine, and IV Cells, Red". Here is the web page for the item: ******************************************************************************************************** 
  If you read it you would reasonably believe the "cells" came with the bag but they did not arrive with it. This was the supposed "contents not included" they quoted.

  

  Business Response

  Date: 11/28/2023

  Thank you, Mr. ********, for bringing this discrepancy to our attention. I can absolutely see how this wording complicates the contents of the pack and I am working with our web team now to correct the item description and make sure that we have much clearer communication moving forward. We are sorry that you had this negative experience and we will be sending you out the three cells that are included in the item description. One of our team members will be reaching out to you ASAP with order details. Please let us know if you have any additional questions or concerns.

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

   

  Customer Answer

  Date: 11/29/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ********