Medfaxx, Inc.

From the website I visited which is located at http://[redacted], I was under the immediate impression that the 30-day [redacted] trial was free. I was under this impression because the website specifically states, and I quote:"Try it Now for FREE, Fill out the form to get started on your free 30-day trial.If it doesnt work for your pain issue, send it back, no questions asked.We even provide a Postage Paid, Return envelope. There is absolutely no risk or commitment on your part.Try it at our expense."However, I recently received an email telling me that I must send $200.00 first as a deposit before they will send the unit. Their website DOES NOT make any mention of this at all.Desired SettlementSend the unit so I may try it out for the 30-day trial period so that I may see if it works for me or not.Business Response Contact Name and Title: [redacted], ownerContact Phone: [redacted]Contact Email:[redacted]Below is the chain of emails sent to Mr.[redacted] when he complained. Our basic response is over 40+ years of being in business we've always provided "free trials" but not "free equipment". The trial to see if the unit helps the patient is completely free, but that does not include keeping the unit. We ship across the U.S. and more and it's customary to ask for a security deposit in case the patient fails to return the unit. If they return then the credit is issued, but if they fail to return the unit the patient is charged for the cost of the unit. Thanks. Starts from bottom to top.Mr.[redacted], I disagree with what you are saying however I did make more changes to the website you are referring to. Our main website is http://[redacted] and the website you saw was put up by our videographer maybe 10 years ago and we do not actively manage the site however I did have that single url changed and made clearer. Also you signed up for an "autoresponder" and that is nothing but a series of emails sent weekly to let you know the way to use the unit, the policies of [redacted], and our policies and those messages also say the trial is free, but the unit is not. Your sources from us are more than one single url as you describe. I have removed you from receiving any more emails. Most of our patients who actually try, whether the [redacted] is successful or not, simply tell us 'thank you' for the opportunity to see if we can help them when nothing, no person or company has. I wish you luck but suggest you now try to find another company that would treat you as well as we tried to . Good luck and hope whatever your chronic condition is can be resolved. [redacted]From:[redacted] Sent: Friday, November 13, 2015 6:29 PMTo: [redacted]Cc: [redacted]Subject: Re: Request for a Free Trial [redacted] PlusMr.[redacted], While I appreciate your prompt reply to my email, I must say that I am still feeling like I've been severely misled by your website. Several times in your email below you mention your company's "general rule" for "over 40 years" and that it is "standard".My main problem with these statements is simply that as I previously stated before and am having to now do so again, your website IS VERY MISLEADING in that in does not make any mention whatsoever about a required $200.00 deposit to try out the unit.At the risk of repeating myself, I must quote your own website which states the following:"Try it Now for FREEFill out the form to get started on your free 30-day trial.If it doesn't work for your pain issue, send it back, no questions asked.We even provide a Postage Paid, Return envelope. There is absolutely no risk or commitment on your part.Try it at our expense."I find it truly deceptive and dishonest for your website to make such a claim and then your staff does a 180 degree turn by telling me I must pay $200.00 first.Your company is engaging in very misleading and very deceptive marketing practices and if you are not going to be honest in your advertisements, many people should know.[redacted]CC: Revdex.com (2 loc.)-----Original Message-----From: [redacted] To: [redacted] Cc: info ; [redacted] ; [redacted] Sent: Fri, Nov 13, 2015 3:33 pmSubject: RE: Request for a Free Trial [redacted] PlusHello Mr.[redacted], Your comments were sent to me by our staff member and I wanted to respond to you. The trial is free and if you are not satisfied the [redacted] Plus is helping you then you can return it and there is no charge. The deposit is required as the general rule for us, over 40 years of doing this, is most people will get a unit for free with the trial and simply not return the unit. The deposit is due to dishonest people. You are not paying to try the unit but you are paying to insure if you decide to not return the unit then you will lose the deposit and we will expect full payment for the unit if you fail to return it. The deposit is just that, a security deposit. It's standard in basically all industries where goods are transferred to unknown parties and the transferor would like the product returned. In most industries it's actually full payment for the good with a satisfaction guarantee or refund. As stated over 40 years this has been policy due to theft of our units and never until now has anyone ever accused us of not providing the free trial. Also most people understand the purpose of a security deposit. [redacted] explained that to you below in her first email and told you if the unit did not help you that you would receive the security deposit back. If you find this to not be fair then we understand however you should seek a trial unit from another company going forward. Thank you and have a nice weekend. Sincerely, [redacted] From:[redacted] Sent: Wednesday, November 11, 2015 6:09 PMTo:[redacted] . Cc: [redacted]Subject: Re: Request for a Free Trial [redacted] Plus Good afternoon[redacted]. From the website I visited which is located at http://[redacted], I was under the immediate impression that the 30-day [redacted] trial was free. I was under this impression because the website specifically states, and I quote: "Try it Now for FREEFill out the form to get started on your free 30-day trial.If it doesn't work for your pain issue, send it back, no questions asked.We even provide a Postage Paid, Return envelope. There is absolutely no risk or commitment on your part.Try it at our expense." And for added measure (and your convenience), I have pasted a screen-shot of this "FREE TRIAL" advertisement stating the above referenced words directly below... If you are now informing me that a $200.00 is required, then I must say I am shocked and feeling misled by false advertising.Please assure me that this is not the case and that the free 30-day trial was stated in truth, as there wasn't any mention that I could see, indicating that a $200.00 deposit would be required. Thank you, and I await your reply.Note: The Revdex.com has been copied on this email. [redacted]cc: Revdex.com -----Original Message-----From:[redacted] . To: [redacted] Sent: Wed, Nov 11, 2015 3:34 pmSubject: Request for a Free Trial [redacted] PlusDear [redacted],Thank you for your interest in the [redacted] Plus Free Trial. Along with the prescription from a licensed Medical Doctor, we will also need copy front and back of your insurance cards. We require a $200.00 deposit whenever we send a unit out for a Free Trial. If you decide to keep the [redacted] after the 30 day trial , the $200.00 will go towards the purchase price. If you want to return the item because it's not working for you we will credit you the full amount. The cost of shipping is not included in the deposit and does not get refunded if unit is returned. Please contact Medfaxx if you would like to discuss further. Customer Service[redacted]Consumer Response I am very surprised that the respondent to my complaint, i.e. Mr. [redacted] has not addressed the main focal point of the problem which is that the website stated the item was to be tried out for free and at no cost. IT DID NOT SAY ANYTHING WHATSOEVER about a deposit. The MedFaxx company has been nothing less than deceptive and dishonest and I am very displeased that they are not at least willing to abide by their own promotion. Any attempts of reconciling the problem other than doing what the website originally stated is unacceptable.[redacted]Final Business Response As previously stated the trial is free the unit is not. A security deposit is required, which is returned, when the unit is returned. A patient does not get a free unit with a free trial. The free trial is to see if the unit will help or not help. If not return the unit and your security deposit is returned, if not the patient still received a free trial however if the unit is not returned the patient will be charged on the credit card submitted the full cost of the unit. This is the last response to this complaint by Mr. [redacted] I will furnish.