Complaint: [redacted] I am taking issue with this response because: 1) Today is the FIRST time I have received a call from BioSmartUnfortunately, I was unable to answer but did receive a voicemail and will respond tomorrow ASAPI have received no missed calls from BioSmart, no emails, and no other voicemails except for the one todayTheir statement that they have attempted to reach me repeatedly is incorrectHad they attempted to call me and left me voicemails or emails or something, then I would not have involved the Revdex.comI only did so as a last resort because I was getting no response at allNow, I will state that wires can get crossed and technical issues happen, but it seems interesting to me that today is the first time they have ever been able to successfully leave me a voicemail 2) I was specific in my email as to what the issue was, and did reference the actual order number and product I was having an issue withAdditionally, I replied to support on the email I had with Patti almost a year prior, and that contained all the information from before, including model, etcI will provide all requested information again when I contact Biosmart back tomorrow I do appreciate the call-back and voicemail, and will work with them to restore my faith in their product, service, and support ability.Sincerely, [redacted]
The individual who filed this complaint was not our customer, however, we did call the number they left We finally cross referenced the phone number to locate the actual customer, [redacted] *** The original customer purchased in-wall heaters from us in November of The warranty had expired but we are glad to provide parts for the heaters I attempted to call this customer back previously I reached this customer directly on 8/by telephone and later that week I shipped him parts for his heaters I charged him the dealer price for the parts which was 50% off the retail price because of the difficulty he claimed he had when contacting us We have yet to receive payment for those parts Had the person who called in the complaint referenced the correct account we would have had several ways of contacting them earlier by email or telephone The original customer did contact our sales department by email on about 8/which was forwarded to me and I was able to reach the customer by phone Renee S***
following is the email we sent to this customer for your information, will keep you informed if there is any new progress.---------- Forwarded message ----------From: BioSmart CS< [redacted] .**@gmail.com>Date: Fri, Dec 1, at 12:PMSubject: Blanket repairTo: [redacted] < [redacted] @icloud.com>Dear Mr***,We wold be happy to examine the blanket in question to determine what the malfunction is You indicated that the control box we sent you was not able to fix the problem Your warranty terms specify that you can ship the blanket back to us for repair or replacement at Cook Rd SE, Unit Yelm, WA RMA: R0017Sincerely,BioSmart Customer Service BioSmart Technologies, LLCCook RdSE Ste 1Yelm, WA 98597email: [redacted] .**@gmail.com
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 Sincerely, [redacted] ***
I have personally spoken to this customer on three occasionsWe do not leave messages on call backs but we do attempt call backsThis customer purchased an in-wall heater several years ago He has no claim against us whatsoever, legally or otherwise He wanted the heater repaired for free and shipped back to him for free even though his warranty had expired We waited for him to decide what he wanted to do with the heaterThe heater was not covered on warranty but as I explained to him, we covered most of the parts under warranty anyway He paid for one of the parts and the shipping back per the terms of the warranty We have no record of dozen calls in our pbx system We received a total of calls from this customer and we made contact on occasions The individual that he contacted, Michael G [redacted] , is a contract sales rep on the east coast That person has since stopped working for us No messages were forwarded to us regarding this customer We honored the warranty terms to the letter even though his warranty had expired The warranty also specifies that return shipping for repairs is the responsibility of the customer after the first days This heater was several years old This customer has no reason to accuse BioSmart of dishonesty The warranty terms are published on our website More than $of warranty parts were replaced in the heater at no charge to the customerCustomer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Good day although I appreciate this response it is not entirely accurateAlthough I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer I have tried several times to send emails to the website and contact customer service via email and by phoneI have followed the instructions on the webpage and filled out several forms requesting assistanceYou do not receive any response that the company even has received your email Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone Also he only tried to call once as left only message which I promptly returned the next day I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about [redacted]
This is in response to CID [redacted] I have tried to contact Mr* with no responseUsually we do not sell this to consumers most of our sales go to contractors or dealers so that is why I do not have a link you can go in toPlease feel free to call me at (866) 446-ext [redacted] and I would be happy to place an order for that product for youBruce S***
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 meBiosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater The problem was that I lost the note telling which heater needed which switchThat was all I needed, and that was why I kept e-mailing and phoning for helpI am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angryI did finally get both working properlyThank you for your time and trouble Sincerely, [redacted] ***
We had trouble contacting this customer by phone This customer had a problem with the fan switch in his heater We sent him a new fan switch under warranty to solve the problem
We have no record of an email from this customer We do not know which telephone number this customer called in on in order to trace our response We will contact the customer directly to resolve this issue
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
The customer service person he spoke to thought that the problem had been resolved We are happy to exchange the heater had we known that there was still a problem The last contact date was 1/8/and it is now April He can obtain an RMA number and shipping label by calling customer service or by emailing me at [email protected] Please include your name, order no., and telephone number in the email Bruce S***
We provided the customer with free warranty parts and paid the shipping which was not a part of the warranty policy We also included instructions with the parts The two parts are marked and should be replacing those parts that are marked similarly We attempted to call the customer twice but the customer did not pick-up We will continue to try and contact the customer by telephone ReneeCustomer serviceTell us why here
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
Complaint: ***I am rejecting this response because: Customer service states that I called only once and did not send an email. I called the company three times in November, one of those times being on the 25th of the month, and once on December 1st. I have attached the email I sent on November 29th. I have never received a call-back or an email. Had I missed a call, I have voice mail on my home phone and on my mobile phone, I would have received an alert to any messages. The response from the company sounds exactly like what so many other people have said about trying to contact BioSmart. The suggestion that perhaps I should buy another brand in the future is an outrageous thing to say, can't they see how detrimental that is to the company? The whole attitude of the response is offensive. I may or may not buy this product again, but they need to scrutinize their customer service and hopefully there will be improvement in the future. Sincerely,*** ***
Complaint: ***
I am rejecting this response because:While it is true that I spoke with the tech person on this matter, it is not the case that they called to resolve the matterI do not have any messages, and I called over a dozen times to the number given to me by the tech person and each time that I call it automatically goes to an answering maching and I have left numerous messages with no responseI have also emailed to Michael NG*** - BioSmartmg***@biosmartsolutions.com(800) 707-0858and have called that number as well and received no response - over a dozen times. There are over three dozen attempts to resolve this matter with this companyMy phone number is ***If the company tries to reach me by phone and leaves a message it would be helpful, or if there is a person with an email address that I can contact that will actually respond, then that would be helpfulWhen a customer calls their number this is what happensThere is a very long voice message and directs the customer to their websiteThere they are directed to leave a message, typed on their site, to customer service, which promises to return to the customer with a resolution within hoursIf I do this, and I have tried several times, no response is forthcomingSo how is this resolvedNo one answers
Sincerely,
*** ***
We have no record of a *** *** emailing customer service on November 25, nor do we have any record of an email from this person on December There has been no contact as of this date We did return a phone call from this customer but there was no answer
We receive hundreds of calls every week during the winter season There is no way to train and hire people fast enough to handle the large influx of calls, only to let them go in 8-weeks That is why most other heater companies do not offer customer service It is simply a matter of limited personnelWe cannot hire an answering service to perform diagnostics over the phone We have to use trained personnel for this job and the job only lasts from November to FebruaryWe also provide parts for a number of heaters that we do not manufacture because no one else carries the parts and most have gone out of business It takes months to train one person on diagnostics, and these are seasonal products
We try to call everyone back within hours We are still in business because 99% of our customers are happy with our service The only ones that report to the Revdex.com are those that are not satisfied with our service There are over 250,customers who are satisfied We know that we cannot satisfy everyone The customer has made no attempt to contact us There is nothing in our customer service records unless it is under a different name We can dispute this all day long but it is a mute point Does this person want to continue complaining or do they need help with one of our products? They have never informed us of the problem Maybe they did not send an email through the proper channels into our customer service department? There is no way to resolve this issue because we have no idea what this customer even wants
Complaint: ***
I am rejecting this response because:I’ve tried contacting this business on numerous occasions since April in regard to the blanket malfunctioning and that the replacement power box never fixed the issue
Sincerely,
*** ***
As with most seasonal products, our company does not employ real-time customer service agents full-time, especially during low-seasons Most heater companies no longer offer parts or service for their heaters We explain this fully on our website We also state that to obtain the
quickest service you should send us an email describing your problem so that we can minimize the length of the call-back I do not know if this person has attempted to send us an email I do not know what heater she is requesting parts forMany of the heaters that we sell parts for are not our own products so without more information I am at a loss to comment on her problem From her description of the problem, it appears that she has a fan problem We cannot help her without more information
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I do not know why they have no record of my two emails and three voice mails that I sent or left on there systems. That said this matter is now resolved because the company did contact me as stated in their response and have now resolved my issue. During the call with the company I was told they were making improvements to their systems to better separate issues with the blankets from issues with other products they sell. I hope they follow through and make these improvements. But again the matter is now resolvedSincerely, *** ***
Complaint: [redacted] I am taking issue with this response because: 1) Today is the FIRST time I have received a call from BioSmartUnfortunately, I was unable to answer but did receive a voicemail and will respond tomorrow ASAPI have received no missed calls from BioSmart, no emails, and no other voicemails except for the one todayTheir statement that they have attempted to reach me repeatedly is incorrectHad they attempted to call me and left me voicemails or emails or something, then I would not have involved the Revdex.comI only did so as a last resort because I was getting no response at allNow, I will state that wires can get crossed and technical issues happen, but it seems interesting to me that today is the first time they have ever been able to successfully leave me a voicemail 2) I was specific in my email as to what the issue was, and did reference the actual order number and product I was having an issue withAdditionally, I replied to support on the email I had with Patti almost a year prior, and that contained all the information from before, including model, etcI will provide all requested information again when I contact Biosmart back tomorrow I do appreciate the call-back and voicemail, and will work with them to restore my faith in their product, service, and support ability.Sincerely, [redacted]
The individual who filed this complaint was not our customer, however, we did call the number they left We finally cross referenced the phone number to locate the actual customer, [redacted] *** The original customer purchased in-wall heaters from us in November of The warranty had expired but we are glad to provide parts for the heaters I attempted to call this customer back previously I reached this customer directly on 8/by telephone and later that week I shipped him parts for his heaters I charged him the dealer price for the parts which was 50% off the retail price because of the difficulty he claimed he had when contacting us We have yet to receive payment for those parts Had the person who called in the complaint referenced the correct account we would have had several ways of contacting them earlier by email or telephone The original customer did contact our sales department by email on about 8/which was forwarded to me and I was able to reach the customer by phone Renee S***
following is the email we sent to this customer for your information, will keep you informed if there is any new progress.---------- Forwarded message ----------From: BioSmart CS< [redacted] .**@gmail.com>Date: Fri, Dec 1, at 12:PMSubject: Blanket repairTo: [redacted] < [redacted] @icloud.com>Dear Mr***,We wold be happy to examine the blanket in question to determine what the malfunction is You indicated that the control box we sent you was not able to fix the problem Your warranty terms specify that you can ship the blanket back to us for repair or replacement at Cook Rd SE, Unit Yelm, WA RMA: R0017Sincerely,BioSmart Customer Service BioSmart Technologies, LLCCook RdSE Ste 1Yelm, WA 98597email: [redacted] .**@gmail.com
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 Sincerely, [redacted] ***
I have personally spoken to this customer on three occasionsWe do not leave messages on call backs but we do attempt call backsThis customer purchased an in-wall heater several years ago He has no claim against us whatsoever, legally or otherwise He wanted the heater repaired for free and shipped back to him for free even though his warranty had expired We waited for him to decide what he wanted to do with the heaterThe heater was not covered on warranty but as I explained to him, we covered most of the parts under warranty anyway He paid for one of the parts and the shipping back per the terms of the warranty We have no record of dozen calls in our pbx system We received a total of calls from this customer and we made contact on occasions The individual that he contacted, Michael G [redacted] , is a contract sales rep on the east coast That person has since stopped working for us No messages were forwarded to us regarding this customer We honored the warranty terms to the letter even though his warranty had expired The warranty also specifies that return shipping for repairs is the responsibility of the customer after the first days This heater was several years old This customer has no reason to accuse BioSmart of dishonesty The warranty terms are published on our website More than $of warranty parts were replaced in the heater at no charge to the customerCustomer Service
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Good day although I appreciate this response it is not entirely accurateAlthough I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer I have tried several times to send emails to the website and contact customer service via email and by phoneI have followed the instructions on the webpage and filled out several forms requesting assistanceYou do not receive any response that the company even has received your email Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone Also he only tried to call once as left only message which I promptly returned the next day I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about [redacted]
This is in response to CID [redacted] I have tried to contact Mr* with no responseUsually we do not sell this to consumers most of our sales go to contractors or dealers so that is why I do not have a link you can go in toPlease feel free to call me at (866) 446-ext [redacted] and I would be happy to place an order for that product for youBruce S***
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 meBiosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater The problem was that I lost the note telling which heater needed which switchThat was all I needed, and that was why I kept e-mailing and phoning for helpI am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angryI did finally get both working properlyThank you for your time and trouble Sincerely, [redacted] ***
We had trouble contacting this customer by phone This customer had a problem with the fan switch in his heater We sent him a new fan switch under warranty to solve the problem
We have no record of an email from this customer We do not know which telephone number this customer called in on in order to trace our response We will contact the customer directly to resolve this issue
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
The customer service person he spoke to thought that the problem had been resolved We are happy to exchange the heater had we known that there was still a problem The last contact date was 1/8/and it is now April He can obtain an RMA number and shipping label by calling customer service or by emailing me at [email protected] Please include your name, order no., and telephone number in the email Bruce S***
We provided the customer with free warranty parts and paid the shipping which was not a part of the warranty policy We also included instructions with the parts The two parts are marked and should be replacing those parts that are marked similarly We attempted to call the customer twice but the customer did not pick-up We will continue to try and contact the customer by telephone ReneeCustomer serviceTell us why here
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
Complaint: ***I am rejecting this response because: Customer service states that I called only once and did not send an email. I called the company three times in November, one of those times being on the 25th of the month, and once on December 1st. I have attached the email I sent on November 29th. I have never received a call-back or an email. Had I missed a call, I have voice mail on my home phone and on my mobile phone, I would have received an alert to any messages. The response from the company sounds exactly like what so many other people have said about trying to contact BioSmart. The suggestion that perhaps I should buy another brand in the future is an outrageous thing to say, can't they see how detrimental that is to the company? The whole attitude of the response is offensive. I may or may not buy this product again, but they need to scrutinize their customer service and hopefully there will be improvement in the future. Sincerely,*** ***
Complaint: ***
I am rejecting this response because:While it is true that I spoke with the tech person on this matter, it is not the case that they called to resolve the matterI do not have any messages, and I called over a dozen times to the number given to me by the tech person and each time that I call it automatically goes to an answering maching and I have left numerous messages with no responseI have also emailed to Michael NG*** - BioSmartmg***@biosmartsolutions.com(800) 707-0858and have called that number as well and received no response - over a dozen times. There are over three dozen attempts to resolve this matter with this companyMy phone number is ***If the company tries to reach me by phone and leaves a message it would be helpful, or if there is a person with an email address that I can contact that will actually respond, then that would be helpfulWhen a customer calls their number this is what happensThere is a very long voice message and directs the customer to their websiteThere they are directed to leave a message, typed on their site, to customer service, which promises to return to the customer with a resolution within hoursIf I do this, and I have tried several times, no response is forthcomingSo how is this resolvedNo one answers
Sincerely,
*** ***
We have no record of a *** *** emailing customer service on November 25, nor do we have any record of an email from this person on December There has been no contact as of this date We did return a phone call from this customer but there was no answer
We receive hundreds of calls every week during the winter season There is no way to train and hire people fast enough to handle the large influx of calls, only to let them go in 8-weeks That is why most other heater companies do not offer customer service It is simply a matter of limited personnelWe cannot hire an answering service to perform diagnostics over the phone We have to use trained personnel for this job and the job only lasts from November to FebruaryWe also provide parts for a number of heaters that we do not manufacture because no one else carries the parts and most have gone out of business It takes months to train one person on diagnostics, and these are seasonal products
We try to call everyone back within hours We are still in business because 99% of our customers are happy with our service The only ones that report to the Revdex.com are those that are not satisfied with our service There are over 250,customers who are satisfied We know that we cannot satisfy everyone The customer has made no attempt to contact us There is nothing in our customer service records unless it is under a different name We can dispute this all day long but it is a mute point Does this person want to continue complaining or do they need help with one of our products? They have never informed us of the problem Maybe they did not send an email through the proper channels into our customer service department? There is no way to resolve this issue because we have no idea what this customer even wants
Complaint: ***
I am rejecting this response because:I’ve tried contacting this business on numerous occasions since April in regard to the blanket malfunctioning and that the replacement power box never fixed the issue
Sincerely,
*** ***
As with most seasonal products, our company does not employ real-time customer service agents full-time, especially during low-seasons Most heater companies no longer offer parts or service for their heaters We explain this fully on our website We also state that to obtain the
quickest service you should send us an email describing your problem so that we can minimize the length of the call-back I do not know if this person has attempted to send us an email I do not know what heater she is requesting parts forMany of the heaters that we sell parts for are not our own products so without more information I am at a loss to comment on her problem From her description of the problem, it appears that she has a fan problem We cannot help her without more information
Revdex.com:I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I do not know why they have no record of my two emails and three voice mails that I sent or left on there systems. That said this matter is now resolved because the company did contact me as stated in their response and have now resolved my issue. During the call with the company I was told they were making improvements to their systems to better separate issues with the blankets from issues with other products they sell. I hope they follow through and make these improvements. But again the matter is now resolvedSincerely, *** ***