ComplaintsforLaunch Medical

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,Thank you for taking the time to review my case here. On March 4th, 2022, I purchased and received the Phoenix from Launch Medical LLC order number #*******. and tracking ************. Upon receiving my device from the delivery, you would think after paying for such a high price tag that they would at least properly secure the shipping box with protective packing, sadly not the case here. As I opened my Phoenix box, I discovered that it was actually crushed due to the shipping transit and had very poor and concise user documentation. However, I went ahead and did my first partial treatment and subsequently the device turned off during the treatment after it was also making unusual scraping sounds which probably was due to it getting damaged from shipping or from production issues. On March 28th, I immediately sent a concise email to open a ticket, to describe these issues with customer care, that pertain to device not turning on again, and also about the loud sounds. At the time, an agent did reply, but only addressed partial of the open ticket and emailed us documentation regarding the scheduling treatment windows, but avoided to answer the issue with the strange sounds and left us in limbo and utter silence for the next several months. Not until December 22, 2022, when I finally received a reply from customer care replying to one of my emails sent, asking if I wanted a replacement. Which, by then, I had already lost hope in this defective product, and the company's lack of customer care practices, I requested a full refund, and which they conveniently declined due to my return window had already been long relapsed.*Launch Medical customer care says that they have already responded to all of my concerns on my first email from March 28th, and are refusing to ***** me a full refund. *For those future customers, who have stumbled on this device, and ********************** LLC, BEWARE!!! and PLEASE do your research...

  Business response

  11/13/2023

  Thanks for reaching out, and I apologize for the frustration you have experienced as a customer of **********************. 
  
  Per the Terms & Conditions, you agreed to upon purchasing your Phoenix, we are unable to issue a refund, at this time. 
  
  Upon reviewing the email history, I can see that our former Dir. of Customer Experience attempted to offer you further support on 3/28/22, just 24 days after you placed your order. 
  
  A response was never received from you, and our offer for continued assistance was declined by non-responsiveness. 
  
  The next email was sent on 12/10/22, well past the 90-day home trial period, which ended on 6/4/22.
  
  There was no communication from you between 3/28/22 and 12/10/22. This leads me to believe the issues you expressed on 3/28/22 were resolved via the follow up email from our former Dir. of Customer Experience on 3/28/22. 

  When our team offered to inspect your device on 12/22/22 (honoring the 1-year warranty), the offer was refused by you on the same day.

  The facts are as follows:
  
  1. There was no request for a refund made in your email (March 2022). The issues that you expressed in the email seemed to point to end-user confusion - not an issue with the device.
  
  2. The email support response (March 2022) addressed the end-user confusion issues. An offer of additional support was offered if you should have any additional issues. This offer was not utilized. 
  
  3. A refund request was made in December 2022 - 6 months past the end of the home trial. A proper education of our refund policy was provided. 
  
  4. In a gesture of goodwill we offered to inspect your device in December 2022 for any malfunctioning issues - the offer was rejected. 

  Reviewing the facts of this complaint, shows me that Launch Medical did everything we could to assist you on your customer journey, and we were met with resistance and rejection every step of the way.

  We wish you nothing but the best in your future endeavors!

  - Launch Medical Customer Experience Team

  Customer response

  12/04/2023

  Hello Directors of Better Business Bureau, Please note I already have a pending complaint #********-FE4DF and it seems that it was closed because it stated that I never answered a pending email. Sadly, I was expecting a call on my cellphone ************ regarding this case, and sadly I see that I received a message on 11/13/2023 which was in my spam folder and didnt see it until I received the latest email from you folks on 11/26/2023. So, please let me know what you need from me, to resolve this issue so that I my respond or provide any additional records that reflect in this dishonest transaction between myself and this, IF THE CAN CALL themselves a company: Launch Medical LLC. Who basically avoided to provide service to a open ticket to its entirety, to address my device that was not working properly, but most importantly they AVOIDED to resolve a concern about my my device making scraping loud sounds. On March 28, 2022 3:39PM I sent them an email; regarding two concerns: -The first concerned was regards to my Phoenix stopped from firing up. -The 2nd concern in lower paragraph, I explained to them VERY CLEARLY, about my Phoenix emitting loud sounds while on, and also about the poor construction of the device. So please let me know what the next step here is, if I am getting a replacement or what my options are?? And sadly, no one from their customer service side, followed up with me regarding the 2nd issue, to invite me to options that pertain to a possible refund or replacement WITHIN MY RETURN WINDOW. *Finally, all I am looking for here is a refund and move on peacefully - I dont believe my open ticket was resolved to its entirety with best of their best attention. Why did they choose to ignore my second paragraph?? ** If you are a new to this product the ******* and Launch Medical and are expecting timely and effective customer services. Please do your utter research and BEWARE should you do move forward in investing in this medical device. **

  Business response

  12/05/2023

  Upon reviewing the additional information provided, we can confirm that the issues experienced by the customer were a result of end-user error. We provided end-user education on 3/28/22 and advised the customer to please let us know if we could provide further assistance. This offer of additional assistance was rejected by the customer. On 12/12/22, we provided additional end-user education and troubleshooting tips. The customer again rejected our assistance.  On 12/22/22, we extended an offer to inspect the unit for repair/replacement. The customer rejected the offer. 

  This customer has repeatedly rejected our offers of assistance, and does not want to resolve this issue. This customer is unhappy with his decision to purchase the ******* - he has "buyers remorse". If he would have contacted us within 90 days of delivery, we would have alleviated this remorse by accepting his unit for a refund, but the customer waited months to  express the real reason behind his issue - "buyers remorse." 

  Per the Terms and Conditions the customer agreed to, upon purchasing the *******, he is not eligible for a refund over a year after his purchase. 

  Customer response

  12/08/2023

  Dear *****,

  
  

  I read the response from Launch Medical on the current complaint. Their response was not only condescending, as in their other previous responses but so wrong to still avoid the major problem which they failed to address. They mentioned about some end-user error, and therefore they sent me educational documentation. Which again, did not help with addressing the issue that they avoided to help with of my device. 

  
  

  Its amazing how they keep sticking in this illusion that they resolved the ticket, with end-user experience error, and buyer remorse? If my sentence read on my March 28th 2022, would have been read: I am sorry, I am having a buyers remorse with my device Than, Id agree with them. But the proof is in my email, what I did convey to them in clear communication on the 2nd paragraph of that email. 

  
  

  And finally, while I disagree with them for two reasons:

  
  

  - They neglected to follow-up on my request. I dont believe my request was obscured with buyers remorse nor end user error as they stated - but simple and stating the facts in the 2nd paragraph that my device was emitting strange sounds. Thus, It shows their lack of customer service experience and having follow-up procedures not only as customer, but also as an active patient using their medical device. In contrast, they have been insulting, and condescending in their most and their final email interactions. 

  
  

  - They claim, they have followed up and answered my request on that 2nd paragraph; I ask - please point me to that proof where you responded before my return window relapsed, where is it? with a starting email: Dear ****************, about your device making sounds, please tell us more about this issue. We apologize and are so sorry that this experience may have caused you, please elaborate and are here to resolve this issue. Etc. But, in contrast, its their responses, have been far from the truth and have been like if I were dealing with some hooligan gangster. 

  
  

  
  

  *Finally, ***** please let me know what my options are at this point. 
  

  Hence, I would like for my final disagree responses to be attached to my compliant. 

  
  

  Thank you for any feedback!

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

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

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

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number: XXXXXXX Order Content 1 x *************** $29.95 1 x *************** $879.00 Subtotal: $908.95 Shipping:FREE Grand Total: $808.95 Delivered: ******* Sunday, December 19, 2021 at 11:58 am Tracking number: XXXXXXXXXXXX States on their website - ********************************** it takes "many men will need to wait 6-8 weeks before seeing results" I was very hopeful to get some kind of results, but instead had zero results. My expectations were very high especially for such a expensive device. I chatted online on the **************** website ******** on 2/17/2022 around 9:40 pm, stating I want to return this device because I wasn't experiencing any results. He refused to give me a RMA so I could return the product. I want to return the product for a refund.

  Business response

  08/17/2022

  Business Response /* (1000, 10, 2022/08/12) */ ***Document Attached*** Upon request, the customer received a refund in full. Documentation supporting this attached. Refund processed on July 29, 2022 - well outside of our 90 day home trial policy. We always strive to do the right thing. Consumer Response /* (2000, 12, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund from Launch Medical received and very much appreciated for honoring the refund. I was also notified they changed their refund policy from 60 to 90 days, which is Great for new buyers of their product.

*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. ↩