RealTime Medical Equipment Inc.

Review: [redacted] from RealTime Medical called us about purchasing 2 of his HeartStar MRx defibrillators. We agreed on purchasing 2 defibrillators with working paddles(which are very expensive). [redacted] required us to wire him the money upfront before he shipped the products. We complied and received 2 units but one had a bad set of paddles. We immediately informed [redacted] of the bad paddles.[redacted] initially said that there was no way the paddles were bad because he checked the units himself. After we showed him a picture of the problem, he said he would try to find a new set of paddles. I followed up with him a few times the following week and each time he told me, "I will call the Facility we got them from." Finally, after not getting a response from him, we called and asked to send the unit back or discount the product to cover the cost of the paddles. His answer was "no" and "no".[redacted] did not disclose that the paddles were not in working condition.Desired Settlement: We would like to have a refund of $500 to cover the cost of the paddles or a set of working replacement paddles

Business

Response:

In response to the complaint filed by [redacted] of Davis medical Electronics Inc., we at Realtime take great pride in our honesty with our customers and when something like this happens it is truly upsetting to us. [redacted] did indeed speak with [redacted] about the Heartstart MRX defibrillators, and at no time did [redacted] indicate to him that these units were patient ready or did not need work to bring them into patient ready status. Actually it was the complete opposite - we tell all of our customers that we sell the equipment in as is where is shape and that we make no claims to the contrary. My profile is listed on all of our sites that we use to sell medical equipment and in that profile it clearly states that we are a used medical equipment wholesaler. All items are sold used and as is. We do not offer or imply any guarantees or warrenties on any equipment sold. It is the sole responsibility of the buyer to ensure that all equipment is thouroughly inspected and refurbished by qualified technicians before placing it into patient use. We accept no liability for equipment once it has left our warehouse.

That disclosure is on all of or websites as well as the invoice itself. The reason for this is we deal in a wide range of medical equipment and do not have a biomedical engineer to certify this equipment, so we sell our equipment at reduced prices to dealers and brokers at reduced rates.

With that said, I spoke to [redacted] prior to him paying for the equipment and he told me that they don’t do business the way we do - everything has to be certified before it goes out of his shop. He was almost bragging and diminishing our services, implying that we were not up to his medical standards. After he purchased the defibrillators and received them, he reported that a locking clip was missing from the paddles. We had checked the units prior to packaging and did not notice the clip missing. Once we were informed of the missing clip, we told [redacted] that we would check the facility where the units originated and see if we could find another clip or set of paddles. However, our contact was on vacation for a week, and we let [redacted] know that as soon as he returned, we would contact him and see what he could do for us, if anything.

[redacted] contacted us before the week was up, and he irately demanded that we give him a full refund or send him $500 so he could purchase new paddles. He was told at that point that this was not company policy, and that this is stated in all of our invoices and on our profiles. However, for customer service purposes, we would continue to see if we could get the facility to get him what he claimed he needed.

Shortly afterwards, we received a message from DotMed (one of our advertising sites) that [redacted] had left negative feedback. Within his remarks he indicated that we did not ship out in a timely manner, and that we were difficult to work with. Yet we shipped the units out on May [redacted] , the next business day after we received payment on May [redacted] , and we have been nothing less than professional in the manner in which we communicated with him. We made every effort to try and help [redacted], even though we had no obligation to do so.

We would still be willing to try and locate a locking clip for [redacted], or another set of paddles, but not until he removes the negative feedback from DotMed and his complaint to the Revdex.com. We take our online reputation very seriously, and even though this singular comment does not affect our 5-star rating with DotMed, just having it bothers us, as we are legitimate and reputable family-owned small business.

Attached please find a copy of the invoice and the FedEx tracking label, showing that the units were shipped in a timely manner – and that [redacted] was fully aware of our terms as stated on the invoice prior to payment.

I hope this sheds a better light on the situation, and with all this said, ask you to consider our response as a positive step in remediating this issue.

President

Realtime Medical Equipment Inc.

Business

Response:

Dear [redacted],

It looks as if this situation will not be able to be settled to the satisfaction of either Realtime Medical or to Davis Medical Electronics. [redacted] does not want to admit that we sell items as is and as I said in my past response it is not only on my invoice but it is in my profile on every site that we are on. We disclosed how the units were being sold on our invoice before payment was made. The disclosure is in plain site, not in small print. If this was not the agreement that [redacted] was making with [redacted] after receiving our invoice and before paying, he should have questioned it and had it removed from our terms before making his payment.

We are upfront with all of our customers and tell them what we know about a particular item. [redacted] was told the unit powered up and looked to be in good physical shape. He was also told that we do not have a biomed department, so this item would have be checked before putting it into service and any repairs if needed he would have to make. If we made the guarantees that [redacted] claims we would sell to end users not dealers and brokers.

As far as them not speaking with me: they have a very short memory because I did speak with him and was put back a little by him telling me that all partners were Bio medical engineers and they had too much pride to sell as is. I thought that was a shot at the way we did business. But he understood what we did and would like to more business with us. The only reason I can think of that he is saying he did not speak with me is because it proves he knew from the start the way we sell equipment. Additionally, we did not make any mention of having any rating with the Revdex.com - we only say we have a 5 star rating on DotMed. So another mistruth told by [redacted].

We never duped anyone into buying anything and it is unprofessional and undeserved that he would make that claim.

As far as [redacted]'s claim that our contact was on vacation: I happened to be standing right next to him when he told them that. Again another mistruth on [redacted]' part.

It is obvious we both see this matter in two different ways. With that said, we are willing to settle this matter with this compromise: We will send Davis Medical $250 of the $500 he claims it will cost him to buy new paddles, but only with the stipulation that he removes all negative feedback from DotMed and any other sites regarding this transaction, and with the promise that he will not repost it afterwards. If this is acceptable we will issue the partial refund and remove our negative feedback about Davis Medical as well.

Please inform [redacted] of our offer, as we are willing to meet him halfway. We think our offer is fair, but we've gone as far as we can. If he does not accept this offer then we will stand behind our invoice and all it's disclaimers.

Thank you for your help in mediating this matter. I look forward to your reply.

Best regards,