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:11/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Apollo is refusing to honor discount offered on website on Nov 21st @ 3:34pm. And I accuse them of misleading marketing practices.
  The 1st picture is what they sent me today, in an email in response to my request to get a refund for the 21% discount they were offering with the 2nd the picture I took on Nov 21st. They have now added the fine print to it, to make it look like I didn't read it prior to make the purchase. When I made the puchase the add didn't specify that they wouldn't combine offers. The great price was the reason why I made
  the puchase in the first place. And now I feel not only deceived but truly disrespect. In response to my complaint, the CS agent forwarded my 2nd picture, as an attachment in his escalation email to his management. If he is honest and truly thruthful he will attest to the veracity of this. As a response they sent me an email with the 1st picture, which they now have on their website, which is not what they had listed before, and are refusing to honor the 21% discount offered. I want a refund of said difference.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 4 units of the Apollo wearable units and followed their 30 day risk free guarantee which is stated on their website as ‘30 day money back guarantee Try it risk free! Return your Apollo wearable within 30 days from the date of delivery” to return 3 of the four units leaving me with the one unit I currently own. Each time i extensively spoke via the online chat regarding my reason for the return. I was given an RMA number and a prepaid mailing label which I used for each return. For two of the returns I noted that my credit card was deducted $10 each for a total of $20. For the other one I received a return in full - which was confirmed with the representative. Knowing that I had a risk free 30 day money back guarantee I felt confident that I would be able to choose the wearable that would be best for me with no risks as long as I returned it within 30 days. I contacted Apollo today and spoke with Amy M. And explained that I noted on my cc statements that one of the three had been returned in full but the others had $10 deducted. I simply asked for a waiver of this $20 because it had not been consistent over the returns and I felt misled and that there was in fact a “risk” in the sense that you would be deducted $10. Amy stated that from the time of initial purchase I was made aware of this $10 deduction should I opt to return. I reviews he original purchase and nowhere does it state this. In no conversation did the representatives explain that $10 would be deducted form a refund. In fact the only place that I see this mentioned is in the third line of paragraph two of small print in their help section regarding returns. All I asked was for this $20 to simply be refunded as a one time courtesy as this deduction was not consistent through my return amounts and made for a confusing situation. In summary, twenty dollars is a large sum to an individual but seems a small amount for a company to refund for their customer. Respectfully, ********* ******** 

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Apollo Neuro band and returned it in July via a produced return label from them. I discovered the package was lost and notified Apollo Neuro on multiple occasions regarding the issue. I was told to file an insurance claim with usps. To which I did and was only paid 1/3 the amount of the purchase price for the item. I informed Apollo Neuro of this and a request for refund and was told that no refund would be processed as they didn’t receive the package.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought this a couple years ago but want to leave a complaint anyway. I had to send it back, well within the 2 yr warranty, because it quit working (I paid for an extended warranty for a year). It took about a month to get it back. Then within several weeks a button broke on it. When I sent them an email and told them i wanted my money back, they said they would not do it. Like i said, i had a 1 year warranty and paid for a 2nd year. It was well within the 2 years. Disappointed and out 400 dollars.

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 an Apollo neuro device less than 1.5 years ago. It was expensive enough (over $400) that I had to make payments. Now less than 18 months later the device will no longer charge. I have contacted the company and their response was that they cannot trouble shoot my issue and there is no possibility for repair. The device itself helped us a lot and previously I recommended to a lot of people. I believe it’s quite irresponsible though to sell a device this expensive that you will not trouble shoot or even have the option to repair. While the one year warranty has expired, less than 18 months use is not a lot for a $400 device.

• Initial Complaint

  Date:02/13/2023

  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.

  4/28/22 I ordered the Apollo Neuro & a small wrist band for 407.74$ I began having problems with the device right away since it was a new company & the device is a technology that requires an App to control it. I first requested to send back the small wrist band because their measurements were inaccurate so they gave me a refund for that. I kept the device & had to keep contacting the company with continual problems with their device needing a factory reset. The App crashed a lot, every time I would call & ask to speak with a supervisor I would not receive a call back until I reached out a second or third time to bug them. Once a supervisor told me that maybe I should try the Beta App & that maybe I would have less problems with that version of it. So i tried that & the problems got worse. The device had so many glitches & technical issues I wasnt sure if when it was working that it wasnt doing what they claimed it would because of the App issues or just because it didnt work for me. It is supposed to help regulate your nervous system, help you sleep, help you recover from stress/exercise quicker, i didnt notice any difference. Another conversation with a supervisor & he offered to extend my 100% money back guarantee time period in case I wanted to keep it for longer & see if it helped me still. I decided to keep trying it & see if this new company finally worked out all the problems with the App & connectivity that I was having so I could see if the device truly worked for me. Some of the problems got better, others never got fixed & I also realized that the device just didn’t help me. So 1/4/2023 I called & asked to speak with a supervisor & explained why & the girl was not nice to me & no one ever called me back. So I called again on 1/24/23 & told them no one called me & I asked for another supervisor & still today 2/13/23 NO ONE HAS CALLED ME BACK. This is horrible business practices & I feel taken advantage of as a customer. No one should be treated this way!

  Business Response

  Date: 02/13/2023

  At Apollo Neuroscience, we strive to improvise people’s lives and provide excellent customer service. We apologize for any inconvenience this situation has caused our customer. However, we are indeed a small business and obligated to perform our duties within the bounds of company policy. When the customer reached out in 2022, our (former) Director of CS had already provided an exception to policy. After this communication, we did not receive contact from the customer from July 15, 2022 to Jan 4, 2023. At this point, it has been well over a year since the customer has had the device and we simply cannot provide a refund. Our returns policy is clearly outlined on the website. Again, we apologize for any inconvenience this has caused and we would gladly welcome the opportunity for the customer to test out the latest app, or contact us for recommendations on how to get more out of their Apollo device. 

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  **** *******
  
  

  First of all, I cannot stand when people or businesses lie and this has clearly happened in the businesses response. I am disabled and very low income so to purchase a large purchase like this was a stretch for me. I really hoped it worked and would help me feel better. This is a direct quote from the company’s response to me where they lied and there is one other thing I would like to address: “After this communication, we did not receive contact from the customer from July 15, 2022 to Jan 4, 2023. At this point, it has been well over a year since the customer has had the device and we simply cannot provide a refund.” First point, how is this true “ it has been well over a year since the customer has had the device” if I bought the device 4/25/22 ( not when I received it when I bought it) and todays date is 2/14/23, how is that “well over a year”? Please don’t lie, I’m disabled and don’t like being taken advantage of or treated in the manor your company has treated me. My second point to address, that after I spoke to their former CS manager and he gave me a partial refund as a courtesy for ALL issues and times I was never called back when I reached out for help. Yes it is true I didn’t reach out after that until this January, that’s because my grandmother died in that 6 month period of time and I am the trustee administering the trust and I got ***** ** ** ************ * ** ******* **** ** **** ******* * ***** ***** ****** ** *** ******** ****** **** ******* ****** ****** *** ***** really was scary and a long recovery for me. Maybe your company can have some empathy? This is why I asked to speak to a supervisor when I called January 4th and was ignored and when I called back January 24th and was ignored, so I could explain why I hadn’t had the time or health to reach out to the company, because the customer service rep I talked to on the 4th didn’t care about my story and was mean to me. I read the other complaints and reviews on your company on the BBB website and it looks like Apollo has had nothing but problems with doing what they are required to and their product keeps breaking on people. This is no way to treat your customers or run a business. Unless I receive the remainder of my money back that hasn’t yet been refunded I will take this complaint/review to every place, including Apollo where I can post it and I will tell my social media followers ( 10,000) to spread the word NOT to support Apollo. I hate that it’s come to this but it’s clear they are lying and don’t care about their customers 

• Initial Complaint

  Date:01/19/2023

  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 my original Apollo Neuro originally on the 2nd of February 2021. Since that time, due to manufacture defect, the replaced my 5 times, May 2021, June 2021, December 2021, March 2022 & September 2022. Once again my device is not working and they have now denied the return. The reasoning behind the denial is that they made exceptions to their warranty on the past and have decided to not longer honor that. My concern is twofold;
  
  1. Their warranty language does not clearly articulate that a replacement product would not have a year long warranty as any new product would. This paired with past practice of honoring even replacements is nebulous at best and duplicitous at worse around a known issue they no longer want to manage. Additionally if this practice that truly was functioning outside their perception of the stated warranty, should they not have let customers know of these changes of practice To avoid confusion. It also important to note, in all the replacements I have received
  Never once did an email or phone call mention that what they were offering was a special dispensation, varying from their stated warranty.
  
  2. Pita, the customer representative I spoke to, indicated that they were aware of his standing issue of the device rattling. They indicated that they were making firmware changes, and that using the device on higher intensity‘s would prompt this rattling. My concern is, that the user should’ve been informed that they either had to alter their patterns of use, or that the firmware was specifically addressing an issue, however there was no recall or other notice providing this information.
  
  This is a $400 product the Apollo Neuro, that should last more than 4 or 5 months. Additionally, if there’s a known issue, or there’s recommendations on how to use it to prevent unknown issue, that information should be shared directly with the consumer. It was not.

  Business Response

  Date: 01/30/2023

  First, we would like to extend our apologies to *** ******* experience with our product. It is a rare and unfortunate case and we do try our best to provide an exceptional customer experience. Our responses to his concerns are below. 
  
  Issue 1 (Warranty Language) - Our warranty policy is clearly stated on our website and has been since our launch in 2020. ***********************************************************-Limited-product-warranty. We made exceptions in the name of customer satisfaction to replace the customer’s rattling device even though it was outside company policy. Unfortunately, operating outside policy as a small business is not a practice we can continue repeatedly. Furthermore, we provided recommendations to the customer on how to use the device within its mechanical means so that it does not break.
  
  Issue 2 (Firmware notification) - The purpose of the firmware upgrade is so that users DO NOT have to change the way they use their device. Additionally, as standard to the industry, firmware updates are not always announced to the customer. Most are even automatic.

• Initial Complaint

  Date:01/05/2023

  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 an Apollo Neuro (a wearable stress reduction aid) device for my wife and I for $400 a little over one year ago. My wife's device recently stopped working. When I contacted Apollo to request redress, they insisted that they could do nothing because it had been over a year since purchase. For $400, I would expect them to stand behind their product. They offered a $100 discount, but this is still not acceptable. For $400, the device should last longer than 14 months, or they should replace it for free,

• Initial Complaint

  Date:12/19/2022

  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 placed an order with Apollo Neuro on 12/8, in plenty of time to receive it for the holiday. It shipped out on time - December 11th. It was supposed to be delivered by 12/15. It looks as though it was transferred from the UPS to USPS and hasn't been accepted. I went to the USPS and they aren't sure where it is or when it will be delivered. I called Apollo Neuro and was told that their only recourse was to file a claim with the USPS and it was pretty much just like .... sorry, if you don't get it by Christmas. Hopefully the issue gets resolved before then but if not, you won't get it on time. They offered no other solutions. And when I asked to talk to a manager I was told they would contact me at their convenience.
  
  Given the amount of money this costs and the timeframe I ordered it within, I would expect a company to make it right and ship out a new one, overnighted. And then file the claim with the USPS and if the consumer received the product, I would request them to return it. I would do everything within my power to make it so the consumer got their product before Christmas. I would also use different language to let the consumer know that they are important. I would also offer a timeframe in which a supervisor would get back to the consumer.
  
  It's a pretty yucky consumer experience and it lends to a negative perception of Apollo as a company.
  
  I expect to be contacted by the company AND to, someway & somehow, receive the item or a replacement item before Sunday, December 25th.
  
  Thank you :)

  Business Response

  Date: 12/19/2022

  Hello,

  Thank you writing to us. Unfortunately, all carriers are experiencing difficulties and high volumes. It seems like 2022 is worse than others as many are out of the workforce. Nonetheless, we truly apologize for the inconvenience this has caused to your holiday season. The customer success team does the best they can to address any issues, at the order they are received. This includes our manager who works through countless escalations each day. Nonetheless, we strive to make it right for the customer. A manager will reach out by end of business day today (12/19/22, 5pm pacific). 

   

  Thank you for your business!

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 new Apollo unit after my first unit failed to work. I did not realize they are having significant issues with their app which causes the units to fail. I had a unit with me over the last month while I was out of the US. I had on line email conversations with the vendor and they agreed I could return it for a full refund in writing. I just tried to do that and I got an email from them refusing the refund since it's beyond 30 days from the purchase, despite the fact I gave them written notice. This is not acceptable. These devices cost $400 or so and DO NOT WORK. This is not acceptable.