ComplaintsforBalto USA

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brace online from Balto USA. I used their measurement guidelines but brace did not fit. I received a return authorization. However, they used zoom photos with heightened exposure to show one hair and a few specks of dust that were not visible to the naked eye to say that the refund was declined. They claim brace was covered in hair!(Note in attached photos that brace color looks light blue. It is actually a navy blue)This is absolutely ridiculous!

  Customer response

  08/16/2024

  This was delivered to my door today. 
  Delivery not accepted. 
  I did not authorize or order. 
  Will drop off to *** Store today (8/16/24)

  Customer response

  08/16/2024

  This was delivered to my door today. 
  Delivery not accepted. 
  I did not authorize or order. 
  Will drop off to *** Store today (8/16/24)

  Business response

  08/21/2024

  See attached photos, as well as an excerpt from our returns and exchanges policy to which those filing the complaint agreed to prior to purchase. A link to the full and public policy can be found in the Terms and Conditions link in the footer our of website, baltousa.com 

  "The brace must be in resale condition to receive a refund. This means that the brace cannot have hair, wear, dirt, and/or no modifications can have been made to the brace. If the packaging is damaged there will be a 10% restocking fee deducted from that product's refund. After we receive the brace back, we will evaluate its condition and then issue a refund.  Balto USA does not offer refunds for refusal from your pet to wear the product. If the purchaser simply does not want to use the device for reasons other than described above, Balto USA will not issue a refund."

  We shared several photos for proof, and communicated this to the customer who immediately became upset, and attempted to extort us for a refund by threatening to file a complaint, a poor review, as well as on social media if we did not comply. We take any and all threats seriously. 

   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used Balto's leg brace for my dog. I followed all sizing guidelines. After 2 weeks of use for LESS HOURS than they suggest, my dog developed pressure sores. The sores immediately got infected. I had to bring my dog to a 24/7 vet with a bill (attached) over $700. The vet said we came in time, any longer surgery and possible amputation loomed. The product was supposed to help my dog's leg, not cost her the leg. I have had a vet follow up and several more scheduled so the bills are mounting. I contacted the company and they deflected all blame to me for incorrect sizing, they are free come measure my dog and see I measured correctly and followed their instruction, and CHEWY.com for selling the product. They had the audacity to suggest I buy new products directly from them. I contacted chewy.com and they said past practice they have seen their manufacturers help with vet bills attributed to their products, so I reached back out to Balto. They claimed I was trying to extort them and said they would not be communicating with me any further and I can talk with their lawyers. However they aren't providing me any contact info for their lawyers.

  Business response

  02/13/2024

  On February 3rd we received a submission from ****************** to our form on BaltoUSA.com with the following message: "Hello, I bought a ligatek brace from chewy for my dog with a ccl injury. It seems to be helping her as she has been wearing it for about a week. However I noticed a wound on her ankle area right where the brace touches, it appears the brace is digging into her and causing an injury." ****************** also called our phone directly, where he divulged that his dog's sores had become infected. He immediately began asking for ways for us to "make it right" and insisted on speaking with a manager. A manager emailed him on Monday, February 5th with the following message:

  "Hi ******, First, Id like to say Im sorry to hear about your dog. I know situations like this are frustrating, and particularly so when a loved one is involved.  I spoke with our rep who had said you called regarding your experience with our brace. Unfortunately, because you purchased this brace from Chewy, we arent able to assist you with returning the product. Additionally, and I believe our customer support mentioned this, the brace seems to be poorly sized, resulting in the sore. I would contact Chewy directly to resolve the issue. On the positive side, it seems like it is helping her mobility, and if you were to return the product to Chewy and still be looking for help, wed be happy to make sure you are taken care of."

  Attached is the full correspondence between the Manager and ******************. In this correspondence, he claims ***** sent him to us for compensation, then immediately begins to threaten us with poor reviews, submissions here to the BBB, as well as civil litigation. We repeatedly reminded him that he did not buy the dog brace from us, and that we are not responsible for the safe use and application of this brace. In this correspondence, we included our Terms and Conditions. 

  BaltoUSA.com, Balto USA as well as any companies associated Balto USA any parent companies or subsidiaries, or any distribution and fulfillment partners, are not at all responsible for the safe application and use of these products. Our products are treated as medical devices and medical management for a pet's medical condition, injury, and/or care should be done at the discretion and under the supervision of a veterinarian. Wearing and usage of the device should be recommended and monitored. It is the responsibility, as the pet owner, to see a veterinarian if special medical management or further care pertaining to the wearing of this device is necessary. The pet owner assumes responsibility for informing their veterinarian of any change to their pet's overall health that *** affect the wearing of this device. ********************** is not responsible for the safe application and use of these products. The responsibility of monitoring the safe application, its packaging, and use of these products is solely that of the purchaser and/or product user.

  Additionally, ****************** claims he sized the brace properly according to our measurements, and that he used the brace for less time than we recommend. That is patently untrue. We suggest the pet wears the brace for up to 30 minutes per day to start, and that it can take up to two weeks before the pet adopts the brace. ***************** said his dog was wearing it for upwards of 6 hours a day, and whats more, for sores to develop to the degree that he claims would require him to be negligent about the safe use and application of the product. If he had followed **************, he should have noticed the pressure sores before they became problematic. There are far too many variables here for us to determine if the product is uniquely at fault. The sizing, time used, even the way the brace is applied by the owner, and the negligence when taking the brace on and off each day to not notice a pressure sore starting, are just a few of the items that could contribute to ********************* situation. 

  Regardless, we are not the manufacturer of this brace. We are simply another vendor, and are not responsible for customers that are not our own. If you bought a pair of shoes that gave you blisters from *********, could you return them to ****** and demand compensation? No. That is what ****************** is trying to attempt here. In our attempt to reconcile, we suggested he finalize the return he already started with *****, and if he were to purchase the brace from us directly we could help him. He threatened legal action and at that point our corporate standards and procedures requires us to submit to our attorney and not to respond to the customer. 

  You can read this correspondence for yourself. He made no attempt to furnish any evidence of his claims, including pictures of the dog and brace. He came prepared to threaten us with litigation if we did not meet his demands and pay his past, and as he alluded to, future veterinary bills. We should also note that in the years we have been selling braces we have never, ever had an issue like this with Balto products or other vendors. It is clear ****************** was negligent, and is now looking for compensation from us because he could not get it from Chewy.

  Customer response

  02/13/2024

  I am rejecting this response because:   
  

  They like to claim fallacies to make their case look strong. To say they arent the manufacturer but a vendor? The product is a Balto product is it not?

  They keep saying if I bought directly from them they would help? Seems like they are trying to go behind their partners (chewy) back. 

  My dog was wearing it in the 30 minute increments training period recommends up to the max **** I ever had her in it (6 hours). They recommend more than that. Their response insinuates 30 min is the max.

  I never demanded anything but it was at the suggestion of chewy to ask to help with the $1200+ and growing vet bills in direct relationship to this product. This has been prior practices according to chewy. 

  Chewy has been very compassionate and helpful in this matter, Balto has not. The brace did help with the ccl leg injury, but the brace almost cost my dog her leg.

  I like how they reference emails but dont provide them.  Ill include the full chain, just so its on record with the BBB. Chewys corporate response team also has these as they investigate their partner (the one telling customers to go through them and to cut out chewy) more. 
  

  Business response

  02/13/2024

  I don't anticipate an amicable result, as such this is my last communication regarding this matter with the BBB. We will not be paying ********************** veterinary bills.

  ****************** is free to do his own research if he so wishes. We are not required to disclose the contracts and agreements we have with the public, we are not required to share the contacts for our legal team, but I can assure you that we are not the manufacturer and that we are not skirting Chewy (whom ****************** seems curiously defensive of). Again, ****************** is not our customer, and never has been. Regardless, our terms and conditions are very clear - we are not responsible for the safe use and application of the product. It must be done with a veterinarian to ensure proper fit and function. 

  ****************** is now claiming compensation for $1200. This is a clear and obvious attempt to extort money with threats of legal action because of his own negligence, and this is obvious that his intent from the beginning was to receive compensation from us. There has never been an alternative for ******************, and therefor, no other resolution he would accept. I would be happy to provide dozens of veterinarians who use Balto successfully, and who would go on record regarding the extent of time it would take to produce an infected pressure sore that could prompt amputation. Either ****************** would have had to be negligent for his dog to develop these sores to the extent that he claims, or he is embellishing the extent of the injury.

   

  Customer response

  02/15/2024

  I am rejecting this response because:   
  

  I too have vets that will go on record saying it was the fault of this product. My intent wasnt to put harm in my dogs way which Balto do irresponsibly and cowardly insinuates. I started by reaching out amicably and Balto immediately told me that it is everyones fault but their own , and had the audacity to suggest I buy future products from them. If this isnt their product whose is it? And Im defensive of chewy because they actually showed compassion for my animal whereas Balto looked at her as dollar signs. Again they are insinuating that Im a plug for chewy? This company is irresponsible, fraudulent, and throws around false accusations. Truly a despicable company. The comfort I have is knowing ***** will recover and that this  company is destined for failure. 

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