InControl Medical, LLC

Revdex.com:
I have reviewed the made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me in that I will -hopefully- receive my money backI have serious concerns over the outright lies in *** ***'s letter concerning the information I was given regarding receiving a refund, medical processing, and the defective unit that I was receivedIt was Ms*** herself who identified the defective unit, so this response is a little puzzling to me why she is now stating it wasn't defectiveIs she calling herself a liar?
The unit has been sent back to InControl Medical and I will admit to having a bit of trepidation regarding my refund as this company has not proved to be very reliable in the past. If InTone Medical does not actually refund my money, will I have any recourse to make them do what they have said they would do?
Thank you for your help in this matter - it is greatly appreciatedRegards,
*** *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before
sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11234412, and find that this resolution is satisfactory to me.
Regards,

This customer originally called stating her device would not power on.  During our troubleshooting over the phone she stated that the last battery in the tube would not come out.  That is not usually a result of a workmanship issue and we did send a prepaid label for the return of the...

device.  During investigation it was discovered that the insertion  end of the device had been bent with enough force that the firm plastic tube which holds the batteries in place had been bent with enough force that the tube had narrowed, trapping the battery in place.  Our warranty policy is to provide a free replacement for one year from date of purchase for warranty issues.  If it is not a warranty issue or the device is beyond 1 year from date of purchase we offer a replacement for  a greatly reduced price.  This customer was offered that reduced price at the time of both calls.  She was not satisfied with that offer.  Today I did take her e-mail and offered to send her  the engineering findings along with pictures of the damage to the device but this complaint was filed before that e-mail could be sent.   As stated above the problem identified is not covered by the warranty for workmanship issues.  To settle this complaint we will make an exception and send this individual a replacement device.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11234412, and find that this resolution is satisfactory to me. 
Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
India [redacted]

I doubt that the customer and our company will agree on how the damage occurred.  The device would have to be flexed very firmly beyond intended use for the damage to occur to the battery tube that trapped the battery. A replacement device was shipped earlier today to close out this complaint

text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">For some reason  I can not type in the format of your usual return form.  I did respond to [redacted] via e-mail this afternoon.  We were delayed in responding to her.  She was not eligible for a refund.  Our devices are personal use devices and unless the full criteria is met for the patient’s specific diagnosis, we do not give refund. She did not meet that criteria.  I did discus other medical issue with her in her response but did not want to include that information in the response to you to protect her privacy.   Her original device was replaced after troubleshooting that was done over the phone but when her original device was returned and inspected there was no problem found with the device.  We do not have any contracts with insurance providers and never have had any.  We do not bill directly to insurance providers, that in up to the clinical practice or the patients themselves.  That is what we explained to the individual that called from her insurance carrier.  Due to the delay in responding to her  we will agree to refund her the amount she is requesting and a request to e-mail a return label to her was entered into our shipping system.  She will receive that label either today or tomorrow via the e-mail address she provided.  Once the product arrives back at our location, her refund will be provided.
 
Please let me know if you have any additional questions and thank you for your assistance.
 
[redacted]
Director of Customer Service
InControl Medical. LLC
3225 Gateway Road
Suite 250
Brookfield WI 53045
Phone 262-373-0422
Fax       262-373-0463

I have discussed this complaint with both our administration and with our accounting department and the customers check will be cut and mailed today.