We have no record of an email from *** *** in our customer service records We return all phone messages at least once We leave a message whenever we are able to It is up to the customer from then on We receive hundreds of calls and only about 30% answer the return
call The accumulation of un-returned calls that we have made makes it impossible to keep calling and calling back
Complaint: ***
I am rejecting this response because:
You never resolved my issueI purchased a house that has your heater installedThey purchased your heater from a retail storeIt doesn't matter, all I was trying to do was buy the conversion module, I wasn't asking for it for freeNo one ever called me back over the phone, now I'm about to pay an electrician to do a custom install of a 24-volt converter, if you want to restore this, allow me to buy it or come pick it up from you without having to buy something extra
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 CSDate: Fri, Dec 1, at 12:PMSubject: Blanket repairTo: *** *** 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 1 Yelm, WA 98597. RMA: R0017Sincerely,BioSmart Customer Service BioSmart Technologies, LLCCook RdSE Ste 1Yelm, WA 98597email: ***.**@gmail.com
We apologize for the confusion that this person experienced but our policy is: We will not respond to telemarketing, suspected phishing, or other dubious emails or telephone calls from unknown personsWe received a single email from this person at a questionable email address on November 18,
2017. The enquiry form was not filled out, nor was there any information regarding the model or year of the heater in question which is required for us to determine whether or not it is a legitimate enquiry. In addition, a google warning was attached to the email saying “this email claims to come from “me.com”, but replies will go to an email address at another domain. Be careful with this message” - Learn more >>> So we looked into it and determined according to Google that this was a phishing email and that it should not be responded to. The telephone number in the email was blocked out to prevent further responsesIf this is a legitimate customer, we also checked to see if there was a record in our data base with the name of Wesley Mahler and there is none, which means that a warranty was not registered with the company or the heater was purchased more than years agoIn response to the persons enquiry, had this email appeared to be legitimate, we would have called back to determine if the heater in question was compatible with a Nest thermostat, and if so, we would have sold the customer a volt module. Not all 1000F heaters are compatible with a Nest. The wiring instructions for the Nest Thermostat are sent to any customer who enquires about it. If this heater is compatible, this person could also have purchased a volt module/transformer from any Home Depot, Lowes, Electrician, or HVAC installer. Once again, we are sorry for the misunderstanding
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, *** *** 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***
Complaint: ***
I am rejecting this response because:The problem is one of communication, and of the processThis is very frustratingThe person writing this rebuttal is likely Renee with whom I did speak on the phone twiceThe first time was when he called me and I could not get my charge card out as I was driving and said I would call backThe number I called back on was never picked up, but I did leave many messagesThere was not any indication of any call coming in to try to reach me on my phoneI went back through my emails and eventually found an old email that had a different number on itI spoke to Renee on this occassion and was able to pay for the repair and they promised to ship it right out, which they didNow it is scheduled to arrive on Jan according to UPSAlthough it was possible to eventually accomplish getting this repaired the fact that I was emailing their east coast representative, and that the emails went un-answered because the representative had ceased working for them was a problemThere should have been an email from that source indicating that nothing would be answered since there was no employee there any longer, and a new contact should have been establishedIf there is a claim that they did call back, but did not leave any messages, then there would still be a record of a callThere was none, but if they say there were calls, then perhaps they could indicate what number they used to try to call meIf they call, and their policy is to not leave a message and after two tries to stop trying, then I ask, why? Why not establish contact through my email address if the call does not get throughAccording to Michael Guilfort who no longer works for them, the turnaround on the repair would take daysThis was hardly the case, and then it was a major issue trying to reach them to give them my credit card for the $paymentThe design of the heater itself is nothing short of amazingThe watt in-wall heater is being used by us in locations and they work really well when they workThey rarely fail, and deliver very comfortable heatAnd so, I would say, if they could render customer service properly then I and others would be far more willing to recommend their companyThe Revdex.com is helping, but it was not by communicating through your company that we finallly believe we may have resolved the issueAnd this is a problemThe simple and direct answer to the problem would have been for BioSmart Company representatives to give you guys their phone number where I could contact themThat would have been a simple and direct and immediate solutionWe are awaiting the delivery that should be here within days now, and looking forward to working with this company in the future, but the customer service department needs changesSpeaking directly with the company appears to be nearly impossible with the system they have in placeThe representative left the company, did not notify us, and in fact, still was revceiving emails from us attempting to make contact long after he no longer worked thereAt the very least his email accound should have been used to send a notification to customers that he no longer was working there and including phone and email contact information to use after his departureThis would have helpedIf we receive the unit on time, we will not contact you again and we hope that it will work as it is supposed toIn fact, we wish the best for this companyWe want to thank you folks for tryingAgain, we did not receive any contact information in this processA phone number or email address could have been included in these communications so we could make contactThe system they have seems to be designed to discourage any repair under any circumstancesWe paid for shipping to them of $and the repair and shipping back of $We made dozens of attempts to try to get this accomplished.
Sincerely,
*** ***
Today is the first time that we have seen this message from the Revdex.com This customer called only once on the 3rd of November We called multiple times on November 4th in an attempt to reach the customer The customer did not respond or return our calls We
monitor our emails and PBX system on a daily basis All telephone calls and emails receive a response within hours We have never received an email from this customerThis customer has purchased from us on numerous occasions The very heaters she claims are so wonderful, the ComfortZones, were manufactured by us Perhaps she should buy another brand in the future Of the infrared portable heater companies selling products in the U.S., that we are aware of, there are only three who offer customer support for parts and warranty We are one of those few that supports and services our products We apologize for not being able to reach this customer in a timely manner, but we tried There is nothing more that can be done for someone who has already written us off
Renee - Customer Service
This person has not been forthcoming with the facts. This heater was purchased several years ago. We told them to send the heater in to us for repair. We repaired the heater. Some of the parts were covered under warranty and others were not. The total bill for the
repair and return postage was $92.00 We contacted the customer but they said they couldn't talk at the moment. We called several times after that and emailed the customer as well but there was no response. The warranty clearly states that the shipping is the responsibility of the customer after the first days. This heater was purchased several years ago. If we are able to reach this customer and he is willing to pay for the return shipping and the repair we would be happy to oblige him
Complaint: ***
I am rejecting this response because:Hi Renee, the reason for the complaint was not due to the productIt was the fact that I couldn't get ahold of anyoneThe one time I did, I was never contacted back at promisedThey gave me an address to email and told me they would follow upI never received it, I sent later emailsI then called again many different timesNo one picked upThe manual was not clear, it said "Biosmart 24-volt conversion module" it sounded like it was specific to your heaterWe paid electrician come over and they said they could possibly buy just the unit for $99, and then still charge us the installation, but we really should just get the official one from you guys since it says "Biosmart 24-volt conversion module"If it's not a Biosmart module, then just call it a generic module and update the documentation to tell people they can purchase it anywhereBecause it was impossible to buy this module from you guys because of the non-existant customer support. I never got any call backs or emails back, I left voicemails too.This isn't just me, the other complaints against your business were for the same exact reason, poor or non-existant customer support.If it was in fact just conversion module I could buy at home depot or lowes, then I don't know why the support person couldn't answer my question and never called me backWe weren't sure if you had one that was better suited for it.I will resolve this complaint if you want to just provide me a link to the one you recommend, and I'll buy itI'll consider it complete.
Sincerely,
*** *
Our offices have been closed for remodeling during the past days Customer service will resume after our factory re-opens sometime in June We answer calls and emails after hours at the present time.We have attempted to call but will continue trying
Complaint: ***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,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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]
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...
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 1/8/16 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.
I have personally spoken to this customer on three occasions. We do not leave messages on call backs but we do attempt 2 call backs. This 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 heater. The 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 3 dozen calls in our pbx system. We received a total of 9 calls from this customer and we made contact on 4 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 90 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 $105 of warranty parts were replaced in the heater at no charge to the customer. Customer Service
We have made multiple attempts to contact this customer by phone. Additional attempt made on 10/31/16. Customer was not specific in her email regarding the problem or the model no. We will continue to try and contact this customer.
We have no record of an email from *** *** in our customer service records We return all phone messages at least once We leave a message whenever we are able to It is up to the customer from then on We receive hundreds of calls and only about 30% answer the return
call The accumulation of un-returned calls that we have made makes it impossible to keep calling and calling back
Complaint: ***
I am rejecting this response because:
You never resolved my issueI purchased a house that has your heater installedThey purchased your heater from a retail storeIt doesn't matter, all I was trying to do was buy the conversion module, I wasn't asking for it for freeNo one ever called me back over the phone, now I'm about to pay an electrician to do a custom install of a 24-volt converter, if you want to restore this, allow me to buy it or come pick it up from you without having to buy something extra
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 CSDate: Fri, Dec 1, at 12:PMSubject: Blanket repairTo: *** *** 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 1 Yelm, WA 98597. RMA: R0017Sincerely,BioSmart Customer Service BioSmart Technologies, LLCCook RdSE Ste 1Yelm, WA 98597email: ***.**@gmail.com
We apologize for the confusion that this person experienced but our policy is: We will not respond to telemarketing, suspected phishing, or other dubious emails or telephone calls from unknown personsWe received a single email from this person at a questionable email address on November 18,
2017. The enquiry form was not filled out, nor was there any information regarding the model or year of the heater in question which is required for us to determine whether or not it is a legitimate enquiry. In addition, a google warning was attached to the email saying “this email claims to come from “me.com”, but replies will go to an email address at another domain. Be careful with this message” - Learn more >>> So we looked into it and determined according to Google that this was a phishing email and that it should not be responded to. The telephone number in the email was blocked out to prevent further responsesIf this is a legitimate customer, we also checked to see if there was a record in our data base with the name of Wesley Mahler and there is none, which means that a warranty was not registered with the company or the heater was purchased more than years agoIn response to the persons enquiry, had this email appeared to be legitimate, we would have called back to determine if the heater in question was compatible with a Nest thermostat, and if so, we would have sold the customer a volt module. Not all 1000F heaters are compatible with a Nest. The wiring instructions for the Nest Thermostat are sent to any customer who enquires about it. If this heater is compatible, this person could also have purchased a volt module/transformer from any Home Depot, Lowes, Electrician, or HVAC installer. Once again, we are sorry for the misunderstanding
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, *** *** 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***
Complaint: ***
I am rejecting this response because:The problem is one of communication, and of the processThis is very frustratingThe person writing this rebuttal is likely Renee with whom I did speak on the phone twiceThe first time was when he called me and I could not get my charge card out as I was driving and said I would call backThe number I called back on was never picked up, but I did leave many messagesThere was not any indication of any call coming in to try to reach me on my phoneI went back through my emails and eventually found an old email that had a different number on itI spoke to Renee on this occassion and was able to pay for the repair and they promised to ship it right out, which they didNow it is scheduled to arrive on Jan according to UPSAlthough it was possible to eventually accomplish getting this repaired the fact that I was emailing their east coast representative, and that the emails went un-answered because the representative had ceased working for them was a problemThere should have been an email from that source indicating that nothing would be answered since there was no employee there any longer, and a new contact should have been establishedIf there is a claim that they did call back, but did not leave any messages, then there would still be a record of a callThere was none, but if they say there were calls, then perhaps they could indicate what number they used to try to call meIf they call, and their policy is to not leave a message and after two tries to stop trying, then I ask, why? Why not establish contact through my email address if the call does not get throughAccording to Michael Guilfort who no longer works for them, the turnaround on the repair would take daysThis was hardly the case, and then it was a major issue trying to reach them to give them my credit card for the $paymentThe design of the heater itself is nothing short of amazingThe watt in-wall heater is being used by us in locations and they work really well when they workThey rarely fail, and deliver very comfortable heatAnd so, I would say, if they could render customer service properly then I and others would be far more willing to recommend their companyThe Revdex.com is helping, but it was not by communicating through your company that we finallly believe we may have resolved the issueAnd this is a problemThe simple and direct answer to the problem would have been for BioSmart Company representatives to give you guys their phone number where I could contact themThat would have been a simple and direct and immediate solutionWe are awaiting the delivery that should be here within days now, and looking forward to working with this company in the future, but the customer service department needs changesSpeaking directly with the company appears to be nearly impossible with the system they have in placeThe representative left the company, did not notify us, and in fact, still was revceiving emails from us attempting to make contact long after he no longer worked thereAt the very least his email accound should have been used to send a notification to customers that he no longer was working there and including phone and email contact information to use after his departureThis would have helpedIf we receive the unit on time, we will not contact you again and we hope that it will work as it is supposed toIn fact, we wish the best for this companyWe want to thank you folks for tryingAgain, we did not receive any contact information in this processA phone number or email address could have been included in these communications so we could make contactThe system they have seems to be designed to discourage any repair under any circumstancesWe paid for shipping to them of $and the repair and shipping back of $We made dozens of attempts to try to get this accomplished.
Sincerely,
*** ***
Today is the first time that we have seen this message from the Revdex.com This customer called only once on the 3rd of November We called multiple times on November 4th in an attempt to reach the customer The customer did not respond or return our calls We
monitor our emails and PBX system on a daily basis All telephone calls and emails receive a response within hours We have never received an email from this customerThis customer has purchased from us on numerous occasions The very heaters she claims are so wonderful, the ComfortZones, were manufactured by us Perhaps she should buy another brand in the future Of the infrared portable heater companies selling products in the U.S., that we are aware of, there are only three who offer customer support for parts and warranty We are one of those few that supports and services our products We apologize for not being able to reach this customer in a timely manner, but we tried There is nothing more that can be done for someone who has already written us off
Renee - Customer Service
This person has not been forthcoming with the facts. This heater was purchased several years ago. We told them to send the heater in to us for repair. We repaired the heater. Some of the parts were covered under warranty and others were not. The total bill for the
repair and return postage was $92.00 We contacted the customer but they said they couldn't talk at the moment. We called several times after that and emailed the customer as well but there was no response. The warranty clearly states that the shipping is the responsibility of the customer after the first days. This heater was purchased several years ago. If we are able to reach this customer and he is willing to pay for the return shipping and the repair we would be happy to oblige him
Complaint: ***
I am rejecting this response because:Hi Renee, the reason for the complaint was not due to the productIt was the fact that I couldn't get ahold of anyoneThe one time I did, I was never contacted back at promisedThey gave me an address to email and told me they would follow upI never received it, I sent later emailsI then called again many different timesNo one picked upThe manual was not clear, it said "Biosmart 24-volt conversion module" it sounded like it was specific to your heaterWe paid electrician come over and they said they could possibly buy just the unit for $99, and then still charge us the installation, but we really should just get the official one from you guys since it says "Biosmart 24-volt conversion module"If it's not a Biosmart module, then just call it a generic module and update the documentation to tell people they can purchase it anywhereBecause it was impossible to buy this module from you guys because of the non-existant customer support. I never got any call backs or emails back, I left voicemails too.This isn't just me, the other complaints against your business were for the same exact reason, poor or non-existant customer support.If it was in fact just conversion module I could buy at home depot or lowes, then I don't know why the support person couldn't answer my question and never called me backWe weren't sure if you had one that was better suited for it.I will resolve this complaint if you want to just provide me a link to the one you recommend, and I'll buy itI'll consider it complete.
Sincerely,
*** *
Our offices have been closed for remodeling during the past days Customer service will resume after our factory re-opens sometime in June We answer calls and emails after hours at the present time.We have attempted to call but will continue trying
Complaint: ***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,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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]
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...
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 1/8/16 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[redacted]
I have personally spoken to this customer on three occasions. We do not leave messages on call backs but we do attempt 2 call backs. This 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 heater. The 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 3 dozen calls in our pbx system. We received a total of 9 calls from this customer and we made contact on 4 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 90 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 $105 of warranty parts were replaced in the heater at no charge to the customer. Customer Service
We have made multiple attempts to contact this customer by phone. Additional attempt made on 10/31/16. Customer was not specific in her email regarding the problem or the model no. We will continue to try and contact this customer.