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California Health Express Reviews (542)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I once again telephoned the Toshiba Response center and this time talked to a Supervisor. The rebate processor is [redacted]. They told me they are no longer under contract to provide the rebate and their service contract expired. If Toshiba knew this, why did they not contact me? I had to initiate this complaint for an answer of 'The check is in the mail'? 
I would like a specific time when to expect the $50 rebate in the mail, not the 6-8 weeks or 10-12 weeks I have heard since March 24, 2016, 27 weeks ago!Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and has explained that refund is not the option in accordance to the standard limited warranty. Our representative has offered  to send the unit to our VIP repair facility to have the fixed and to be evaluated by our  engineers. However our customer declined the offer. What Will Toshiba Do? If the Product fails to work as warranted,
Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.
Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[redacted]  Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that the Toshiba Television with Model no. 49L621U that they purchased is an exclusive Best Buy television manufactured by Toshiba and all the support and warranty is...

from Best Buy. TAIS has provided this phone number 855-527-[redacted] for the support or they may check this website http://support.toshiba.com/sscontent?docId=[redacted].

I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and [redacted] the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me.  I have been lied to numerous times, and my computer is still not working properly. this matter is NOT CLOSED

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research our customer was able to speak with one of our case managers and has informed that the issue of the computer is not covered by the standard limited warranty of the unit. TAIS...

found out that the [redacted] with model number of  [redacted] did not find any defects or part defects based on the standards of the unit. If our customer has any questions or concern they may contact toshiba repair services at 408-262-7877.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'.  I did not cause damage to the unit.  The standard warranty reads;  "What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident, misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft acts of God, power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.''Service of Product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed.''Preventive maintenance, cosmetic damage or wear and tear (e.g. scratches, dents, or scratched, faded or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim.''Software support, fixes or replacement.  Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula.  Unless otherwise stated in writing, non-Toshiba software is provided on an 'as is' basis by Toshiba.  However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties.'That is the extent of the verbiage under the warranty section regarding exclusions.  No where in this section does it state that internal screen damage is not covered.  Neither my husband nor I misused, abused or otherwise mistreated the laptop.  We did not suffer a lightening strike, power surge or other act of God.  The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear.  The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table.  We certainly did no such thing with any knowledge.  We have handled this unit in a way that a reasonable person would consider normal use.  Simply moving it from one location to another.  Toshiba stated that it's policy that all screen damage is denied.  This policy does not match with the printed warranty.  This damage occurred during the valid warranty period under normal use.  It should be covered under the warranty.  It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault.  Parts fail.  For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later.  If Toshiba's contention is that this is not possible, then they should update their warranty accordingly.  The warranty we received with this unit does not exclude internal screen damage that occurs during normal use.      ]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they have authorized another repair for the unit of our customer. The...

repair was completed and they shipped the unit going back to our customer’s location last 10/28/2015 and it was delivered last 10/30/2015 5:12pm under FedEx tracking number [redacted]. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I never believed they would call me and saw it as a guise to close case satisfied with the Revdex.com even though in reality they never did what they said they would The case can not be closed as they responded appropriately if they never honored what they promised. which was a phone call from senior tech.  i never got the call or voice mail. and have no way of calling them directly to resolve. please hold them accountable and reopen the case. if my email is ignored or for any reason the case is not reopened due to the lack of honoring commitment in the Revdex.com complaint itself then ill forward my request to the council of the Revdex.com to reopen and contact you to reopen. Very much one sided when you close a complaint when the customer is still awaiting the promised phone call.  THE PROMISE WAS MADE INSIDE THE PORTALTHE FACT IT WASN'T KEPT IS GROUNDS TO REOPEN THE CASE OR FILE A NEW ONE BASED ON THIS ASPECT ALONE.  I look forward to the next email from you showing the case was reopened.  IF a business states what they are going to do within the complaint portal and customer cites the commitment wasn't kept the Revdex.com should hold business accountable for the lies they write in Revdex.com portal which in fact is presented to the public. and this would be corrupt dissuasion of the public.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Have called and reached out via their acclaim.toshiba.com and am not offered a repair or replacement. This product is the only product I need or want and I have budget conserns to be aware of. Talked to [redacted] 12/30/15 at 10:50 am ref [redacted] and  [redacted] 1/6/16 at 11:20 am. Ref# [redacted] where she stated to process the RMA through the website and that I would be offered an exchange. The exchange option says unavailable and is grayed out. This again is for [redacted] serial number sn [redacted] purchased for $219.99 currently listed at [redacted] for $229.99 or [redacted] for $214.99. Looking for exchange, repair or a check for the purchase price. Thanks,
[redacted]
[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was not given a choice...

but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 
Regards,
[redacted]
I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty..

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference.  I will continue to be a Toshiba customer.
Regards,
[redacted]

After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Team,I   received  back a broken  laptop it is also  missing  parts.  This is problem  number  four with this $900.00 laptop.  Please help me.[redacted]  [redacted]  ###-###-####

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Address: 217-240-Midpark Way SE, Calgary, Alberta, Canada, T2X 1N4

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403201 0 0
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