ComplaintsforLive HealthSmart

• Initial Complaint

  06/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I informed the company that the Healthsmart blood pressure monitor did not have the adapter in the box. I was told that they do not have adapters and would send me another monitor after I pay $ ***** postage. I told them that I had just started using the machine ( paid for by *****) in May 2023; therefore, I only wanted the adapter sent to me postage paid by the company.

  Business response

  06/19/2023

  Dear BBB,

  Per the attached communication between ************** and our customer service team, the blood pressure monitor unit was acquired in January 2020.  In this case, she is reporting the unit obtained over 3 years ago is missing an AC Adapter.  Being that we do not carry spare AC Adapters, we made the exception to offer a whole new Blood Pressure Monitor kit priced at $134.47 MSRP.   (See screenshot attached.)

  We believe asking the consumer to pay $20 for the incurred shipping and handling fee is quite reasonable considering it took ************** over 3 years to report an issue with the product.

  Regards,

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

  Sr. **************** & Inside Sales Manager

   

   

   

  Customer response

  06/20/2023

   
  Complaint: 20164017
  
  I am rejecting this response because: i informed the company that the monitor had not been used--stored in the closet until the discovery of the missing part.  I had bought 3 monitors and this was the last one that I had not used.  Please note that the standard that  I have does not cost the amount that the company is quoting.  ***** would not pay for a monitor that expensive.  
  Sincerely,
  
  *****************************

  Business response

  06/21/2023

  Dear BBB,

  We continue to stand by our initial decision.

  In general, consumers have 90 days to report any issues with their merchandise. 

  Offering to send a new blood pressure monitor kit after obtaining the original unit 3 years ago is beyond reasonable. 

  As a reminder, we do not carry spare ** Adapters and therefore are not able to send one as requested.

  The consumer mentioned they obtained 3 ** units from Aetna.  The ** Adapter is compatible with all three, therefore we recommend they use the adapter from one of the other units obtained.
  

  Otherwise, we again offer to process a replacement order for a whole new kit valued at $134.47, contingent on payment of the $20+ Tax Shipping and Handling Fee.

  Should the consumer choose to exercise this resolution option, I've attached our credit card authorization form to proceed.

  We will need the completed credit card authorization form and a physical mailing address to ship the replacement unit.

  Thank you

   

   

  Customer response

  06/23/2023

   
  Complaint: 20164017
  
  I am rejecting this response because: I do not want the $ ****** blood pressure monitor; I want the cheap one that I showed a photo of in my response.  That is the one that I had.  I do not need the blood pressure monitor mentioned by the business; I need the adapter.  I definitely think they have one.  I have just begun to use the one that I received; so, the business should understand that I have not been using it for three years and find the adapter. 
  
  Sincerely,
  
  *****************************

*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. ↩