Genadyne Biotechnologies

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved In the future, before an order is placed with a customer, the representative should make the customer aware of their insurance coverage's All customers are unaware of what their insurance totally covers Please make sure the representative ask the customer if they know exactly how many breast pumps are covered during a specific time frame before placing that order for the item Also, let the customer know that if the item does not work, to send it back to the manufacturer If I was aware of any of this, I would not have placed an order with this company Respectfully, [redacted]

Hi [redacted] , In order to resolve this issue, we would go ahead and accept your returnKindly, mail us the machine, power cord and breast pump bagYou can throw the kitsAs soon as we get it back, we will refund your insuranceIt will take few weeks for the refund to appear on your insurance's endYou can mail the pump to Genadyne Biotechnologies [redacted] Please, save your return tracking number Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As I mentioned in my complaint earlier we had opened the pump and after using it for few days and since we were not getting more milk, we took it to the lactation specialist and that's when we were told that the equipment was faulty and we had to use the one the lactation specialist recommended to avoid the risk of not generating the milk if we delay furtherSo, the pump was opened and the company is not accepting the return since it was openedIf I would have unopened the package I wouldn't even know that it is a faulty one and I could not risk further in delaying to generate the milk and so I had to use the one from the hospitalThe one that the lactation specialist recommended is Medela Hospital Grade pumpI have checked with my insurance and they do cover the Medela Hospital Grade Breast Pump and I would like to get this as a replacement for the faulty Melodi one that was sent to usor accept the return of opened faulty Melodi One and refund the amount to the insurance, so we can buy from other vendor and the insurance can cover for it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Genadyne Biotechnologies,Inc [redacted] ***We received a Revdex.com complaint # [redacted] and would like to resolve this issueI would like to apologize to our customer for the inconvenience that she has facedWe did not receive any message otherwise our representatives are prompt in answering our customers [redacted] Care’s phone number is ###-###-####I would appreciate if the customer can give me the phone number where she left her message so that I can address this issue and make sure that this doesn’t happen again.All breast pumps have one year warrantyOur customers can ask us for a new machine any time within a year and we will provide it to themIf she doesn't want a replacement machine then I will make an exception and will provide her with any pump covered by her insuranceI have left her a message and emailed herI would be delighted to solve this dilemma and am waiting for her reply Regards, [redacted]

Genadyne Biotechnologies,Inc** [redacted] I would like to apologize to our customer for the inconvenience that you have facedBelow is our return policyYou can return your breast pump within days of purchase date provided that the seal is intact and the box in unopenedPlease email our customer support department at [redacted] to obtain a return authorizationAny returns that do not have a return authorization will not be acceptedAll Returned merchandise must be in the same unit of measure as originally purchasedImportant note for breast pump returns: Due to hygienic reasons, you cannot exchange/return the pump once you have opened itIf there is any issue with the machine, please call the manufacturer to get a replacement This policy is on our website and this message is shown after you place an order onlineAll breast pumps have one year warrantyOur customers can ask us for a new machine any time within a year and we will provide it to themIf you don't want a replacement machine then I will make an exception and will provide you with any pump covered by your insuranceI would be delighted to solve this dilemma and am waiting for your reply

Lucina Advanced Care is committed to ensuring a positive customer experience and regrets any inconvenience the issue may have caused *** ***We had written her balance off before receiving the complaint and below is the explanation*** *** *** is a member of Aetna insurance providerWe have a contracted rate of $for breast pumps and every customer signs the assignment of benefits that state that if the insurance doesn’t pay then they are responsible for the paymentHowever, we always check the benefits before shipping a pump and according to Aetna Jimesha was covered for a pumpBelow is the reference number for the call Jul **, 3:15:PM *** - Aetna is Primary, breast pump is 100% covered Ref# *** Customer ordered another breast pump through a different provider due to which Aetna didn’t pay us for the pumpShe is covered for one breast pump per monthsWe had notified the customer that if the breast pump is not working she has to contact the manufacturer to get a replacement but it was mailed back to our addressAs a courtesy, we didn’t mail her the pump back and wrote her balance off on 1/*/The attachment shows that it was written off

At this time, I have been contacted...

directly by Genadyne Biotechnologies Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 I am still receiving bills and they are reporting this to the credit bureau.  This is unfair!!  I do not owe on a product that I do not have!! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  In the future, before an order is placed with a customer, the representative should make the customer aware of their insurance coverage's.  All customers are unaware of what their insurance totally covers.  Please make sure the representative ask the customer if they know exactly how many breast pumps are covered during a specific time frame before placing that order for the item.  Also, let the customer know that if the item does not work, to send it back to the manufacturer.  If I was aware of any of this, I would not have placed an order with this company.  
Respectfully, [redacted]

Genadyne Biotechnologies,Inc. [redacted]We received a Revdex.com complaint #[redacted] and would like to resolve this issue. I would like to apologize to our customer for the inconvenience that she has faced. We did not receive any...

message otherwise our representatives are prompt in answering our customers. [redacted] Care’s phone number is ###-###-####. I would appreciate if the customer can give me the phone number where she left her message so that I can address this issue and make sure that this doesn’t happen again.All breast pumps have one year warranty. Our customers can ask us for a new machine any time within a year and we will provide it to them. If she doesn't want a replacement machine then I will make an exception and will provide her with any pump covered by her insurance. I have left her a message and emailed her. I would be delighted to solve this dilemma and am waiting for her reply.  Regards,[redacted]
[redacted]

Good Morning [redacted],
We received a Revdex.com complaint and would like to resolve this issue. I would like to apologize for any inconvenience that you have faced. 
All our customer representatives are trained to offer the entire range of breast pumps. However, they do recommend any one...

kind. If she recommended you [redacted] then that would be for the reason that it is a hospital grade breast pump. We usually offer a replacement machine but I will make an exception for you and will provide you with any pump covered by your insurance. Please note that once that breast pump is opened then there would be no exchange possible since it is a hygienic product and you would have to call the manufacture to get a replacement machine. You can go to our website and choose any breast pump. We would ship it to you along with the return label for [redacted].
 
For any questions or concerns, feel free to reach us. 
 
Regards,
Syeda Z. S[redacted]
Lucina Advanced Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
However, I have a question to the business regarding the retrun, do we have to specify any RMA # along with the return. Also, we would like to know how they want us to return the equipment.
Sincerely,
[redacted]

Genadyne Biotechnologies,Inc. **...

[redacted]
[redacted] I would like to apologize to our customer for the inconvenience that you have faced. Below is our return policy.
You can return your breast pump within 30 days of purchase date provided that the seal is intact and the box in unopened.
Please email our customer support department at [redacted] to obtain a return authorization. Any returns that do not have a return authorization will not be accepted. All Returned merchandise must be in the same unit of measure as originally purchased.
Important note for breast pump returns:  Due to hygienic reasons, you cannot exchange/return the pump once you have opened it. If there is any issue with the machine, please call the manufacturer to get a replacement.
This policy is on our website and this message is shown after you place an order online. All breast pumps have one year warranty. Our customers can ask us for a new machine any time within a year and we will provide it to them. If you don't want a replacement machine then I will make an exception and will provide you with any pump covered by your insurance. I would be delighted to solve this dilemma and am waiting for your reply.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As I mentioned in my complaint earlier we had opened the pump and after using it for few days and since we were not getting more milk, we took it to the lactation specialist and that's when we were told that the equipment was faulty and we had to use the one the lactation specialist recommended to avoid the risk of not generating the milk if we delay further. So, the pump was opened and the company is not accepting the return since it was opened. If I would have unopened the package I wouldn't even know that it is a faulty one and I could not risk further in delaying to generate the milk and so I had to use the one from the hospital.
The one that the lactation specialist recommended is Medela Hospital Grade pump. I have checked with my insurance and they do cover the Medela Hospital Grade Breast Pump and I would like to get this as a replacement for the faulty Melodi one that was sent to us. or accept the return of opened faulty Melodi One and refund the amount to the insurance, so we can buy from other vendor and the insurance can cover for it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
 
In order to resolve this issue, we would go ahead and accept your return. Kindly, mail us the machine, power cord and breast pump bag. You can throw the kits. As soon as we get it back, we will refund your insurance. It will take few weeks for the refund to appear on your insurance's end. You can mail the pump to
Genadyne Biotechnologies
[redacted]
[redacted]
Please, save your return tracking number.
 
Thank you

Review: We purchased a breast pump from this company and after we had the baby, we started using the breast pump and the pump isn't generating more milk using the pump. So we took the pump to the lactation specialist and we were told that the pump is faulty and advised us to buy a new one immediately as we may risk of not generating more milk if we delay further as we are already completed 2 weeks post delivery. Just because of this faulty pump sent to us, we could not pump milk to the baby. So we purchased one from the hospital immediately. Later we called this company and explained the situation and have told them that we would like to return the faulty one. but they said they will not accept the returns as the equipment was opened. I tried to explain them as to how do we know that the equipment is faulty if it was unopened. I have also explained them the situation and circumstances under which we had to buy the new pump from the hospital but still they do not want to consider the case and do not want to accept the return.Desired Settlement: We want the company to accept the return and refund the amount to the insurance so the insurance can cover for the equipment we purchased from hospital.

Business

Response:

Genadyne Biotechnologies,Inc. [redacted]

[redacted] I would like to apologize to our customer for the inconvenience that you have faced. Below is our return policy.You can return your breast pump within 30 days of purchase date provided that the seal is intact and the box in unopened.Please email our customer support department at [redacted] to obtain a return authorization. Any returns that do not have a return authorization will not be accepted. All Returned merchandise must be in the same unit of measure as originally purchased.Important note for breast pump returns: Due to hygienic reasons, you cannot exchange/return the pump once you have opened it. If there is any issue with the machine, please call the manufacturer to get a replacement. This policy is on our website and this message is shown after you place an order online. All breast pumps have one year warranty. Our customers can ask us for a new machine any time within a year and we will provide it to them. If you don't want a replacement machine then I will make an exception and will provide you with any pump covered by your insurance. I would be delighted to solve this dilemma and am waiting for your reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I mentioned in my complaint earlier we had opened the pump and after using it for few days and since we were not getting more milk, we took it to the lactation specialist and that's when we were told that the equipment was faulty and we had to use the one the lactation specialist recommended to avoid the risk of not generating the milk if we delay further. So, the pump was opened and the company is not accepting the return since it was opened. If I would have unopened the package I wouldn't even know that it is a faulty one and I could not risk further in delaying to generate the milk and so I had to use the one from the hospital.The one that the lactation specialist recommended is Medela Hospital Grade pump. I have checked with my insurance and they do cover the Medela Hospital Grade Breast Pump and I would like to get this as a replacement for the faulty Melodi one that was sent to us. or accept the return of opened faulty Melodi One and refund the amount to the insurance, so we can buy from other vendor and the insurance can cover for it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted], In order to resolve this issue, we would go ahead and accept your return. Kindly, mail us the machine, power cord and breast pump bag. You can throw the kits. As soon as we get it back, we will refund your insurance. It will take few weeks for the refund to appear on your insurance's end. You can mail the pump toGenadyne Biotechnologies[redacted]

[redacted] Please, save your return tracking number. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.However, I have a question to the business regarding the retrun, do we have to specify any RMA # along with the return. Also, we would like to know how they want us to return the equipment.

Sincerely,

Review: Good Afternoon,

On Tuesday, August **, 2014 I spoke with a woman by the name of [redacted]. She stated to me that I was responsible for the attached invoice from Genadyne Bio-technologies, Inc. for the Lansinoh Breast Pump in the amount of $289.00.

I dispute this charge and do not feel responsible for this payment for a couple of reasons:

1. The Sales Representative did not provide me with information to contact my insurance company to make sure that this item would be approved first before sending me this product. (I had no knowledge that I was only supposed to receive only 1 breast pump every 36 months as indicated by [redacted] from Genadyne.)

2. When I received the Lansinoh Breast Pump, it did not work. I tried to use it several times and the buttons did not work. So, I put it in a box and was planning on mailing it back anyway. I did not do as immediately as I do have a 4 month old baby at home and I work full time. My time is very limited.

3. I mailed this item back to Genadyne on August **, 2014, Tracking #[redacted] 1. Genadyne should be disputing the item for it not working with the manufacturers. Not me as a customer. I do not have the time to get into a dispute with the manufacturers as Genadyne is the company that sent me this item to begin with.

Also, as I looked up the price of this Lansinoh Breast Pump, Genadyne Bio-technologies are charging $289.00 for a product that cost no more than $140.00 the most. See below, same item featured in Walmart for $137.77.

IT IS NOW DECEMBER **, 2014 AND I HAVE NOT RECEIVED ACKNOWELEDGMENT THAT THIS ITEM WILL NOT BE BILLED TO ME SINCE IT DID NOT WORK AND IT WAS RECEIVED BY GENADYNE. (THE COMPANY THAT SHIPPED THIS PRODUCT TO ME). HOWEVER, I AM CONSTANTLY RECEIVING BILLS FROM THIS COMPANY FOR A PRODUCT THAT I DON'T HAVE, FURTHERMORE A PRODUCT THAT NEVER WORKED.Desired Settlement: I WOULD LIKE TO NOT BE BILLED FOR THIS PRODUCT AS IT WAS DEFECTIVE AND IT SHOULD NOT BE MY RESPONSIBILITY TO CONTACT THE MANUFACTER. IT HAS BEEN SINCE JULY 2014 AND GENADYNE IS STATING THAT I NEED TO PAY FOR THE PRODUCT THEY SENT TO ME THAT WAS DEFECTIVE AND I NEED TO CONTACT THE MANUFACTER. HOW CAN I CONTACT THE MANUFACTER WITHOUT THE PRODUCT? I MAILED THE PRODUCT BACK TO GENADYNE FOR THEM TO TAKE CARE OF THIS. IF I AM A CUSTOMER, I SHOULD BE TREATED AS SUCH!! THIS IS RIDICULOUS!! I SHOULD NOT BE BILLED FOR A PRODUCT THAT I DO NOT HAVE IN MY POSSESSION!!

Consumer

Response:

At this time, I have been contacted directly by Genadyne Biotechnologies Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I am still receiving bills and they are reporting this to the credit bureau. This is unfair!! I do not owe on a product that I do not have!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Lucina Advanced Care is committed to ensuring a positive customer experience and regrets any inconvenience the issue may have caused [redacted]. We had written her balance off before receiving the complaint and below is the explanation. [redacted] is a member of Aetna insurance provider. We have a contracted rate of $289.00 for breast pumps and every customer signs the assignment of benefits that state that if the insurance doesn’t pay then they are responsible for the payment. However, we always check the benefits before shipping a pump and according to Aetna Jimesha was covered for a pump. Below is the reference number for the call Jul **, 2014 3:15:50 PM [redacted] - Aetna is Primary, breast pump is 100% covered Ref# [redacted] Customer ordered another breast pump through a different provider due to which Aetna didn’t pay us for the pump. She is covered for one breast pump per 36 months. We had notified the customer that if the breast pump is not working she has to contact the manufacturer to get a replacement but it was mailed back to our address. As a courtesy, we didn’t mail her the pump back and wrote her balance off on 1/*/2015. The attachment shows that it was written off.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. In the future, before an order is placed with a customer, the representative should make the customer aware of their insurance coverage's. All customers are unaware of what their insurance totally covers. Please make sure the representative ask the customer if they know exactly how many breast pumps are covered during a specific time frame before placing that order for the item. Also, let the customer know that if the item does not work, to send it back to the manufacturer. If I was aware of any of this, I would not have placed an order with this company.

Respectfully,

Review: I ordered the [redacted] breast pump as it was covered by my [redacted] insurance plan. It arrived, l tried it that weekend, and it didn't work. I am pumping manually, therefore I know that it isn't a supply issue. I contacted [redacted] customer care less than a week after receiving my pump and was redirected to Genadyne. I called Genadyne and left a message-no one returned my call. Here's my major complaint - to offer no service for an either 1) poorly designed product or 2) defective product under the pretense of "hygienic issues" is a crock of [redacted]. I could understand a 30 day warranty, but absolutely zero? It's ALMOST like you've designed a really mediocre product and you don't stand behind it at all. Additionally, I'm disgusted by the fact that you're basically milking my insurance company. Word to the working mothers out there-stay away!! God forbid you end up with something that is inoperative, you're screwed due to your "unhygienic breast milk. ".Desired Settlement: I want a breast pump that actually works!

Business

Response:

Genadyne Biotechnologies,Inc. [redacted]We received a Revdex.com complaint #[redacted] and would like to resolve this issue. I would like to apologize to our customer for the inconvenience that she has faced. We did not receive any message otherwise our representatives are prompt in answering our customers. [redacted] Care’s phone number is ###-###-####. I would appreciate if the customer can give me the phone number where she left her message so that I can address this issue and make sure that this doesn’t happen again.All breast pumps have one year warranty. Our customers can ask us for a new machine any time within a year and we will provide it to them. If she doesn't want a replacement machine then I will make an exception and will provide her with any pump covered by her insurance. I have left her a message and emailed her. I would be delighted to solve this dilemma and am waiting for her reply. Regards,[redacted]