Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My twin sister and I have accounts with **********************. We were diagnosed with congenital issue that increases our risks of heart disease so we both decided to change our lifestyles to become healthier. We workout together and cook/eat together. We both signed up for Evidation and allow access to our separate phones and separate Garmin devices. We both Submitted for our $10 reward under our individual accounts and were told that our accounts violate the terms. They didnt elaborate on which terms. I am including screenshots of our two separate Evidation accounts. Neither of us have violated terms of usage. We are two separate and distinct individuals with separate devices and accounts.

  Business Response

  Date: 05/31/2024

  Please see attachment for full response.

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in a research study with Evidation (Cardiac Risk Factors Study) after reviewing the informed consent which included payment of $490 for completion of study activities over a 4-6 week period. The study involved wearing an Apple Watch and taking twice a day blood pressure readings. I successfully completed the study and had my final visit. I returned my study devices and they were received by Evidation on May 17th at 4:58 pm EST. Depsite this, I have yet to receive the compensation detailed in the informed consent. I have reached out to the study team multiple times and have been given the run around. In an email on June 26, 2023 at 7:52 am PST, one representative, *************************, thanked me for returning my devices and asked that I allow them more time to process the devices before they provided my compensation. Nobody from the study team followed up so I reached out again on July 4th and a different representative, ****, responded on July 7th at 7:08 am PST stating that my request was escalated and to please allow them **** business days to respond. I'm still waiting on that response. I have reached out to the ************************** (IRB) who approved this study and their adviser has not been able to get any response from the study team. IRB's govern human subjects protections including ensuring the honesty, ethics and accuracy of the informed consent process. If the inforamtion in the informed consent is not accurate participants do no have sufficient information to consent per the ********** Health and Safety Code sections *****- *******. The lack of honesty and ethical behavior in Evidation's handling of adherence to the compensation provided in the informed consent is unnaceptable. Compensation should have been remitted within 4 weeks of receipt of my study devices which Evidation received on May 17th and acknowledged on June 26th. To date I have only received $15 leaving a balance of $475 owed for my participation in their study.

  Business Response

  Date: 08/25/2023

  We are in receipt of your email correspondence dated 08/16/2023. We appreciate the opportunity to respond and hope we are able to amicably resolve the issue.  

  While we believe we have resolved the issue (as further described below), we would like to take this opportunity to clarify a few of the facts in the complainants filing. We would also like to take the opportunity to address some of the allegations made by the complainant. Please note that one of the attachments (document: Screenshot 2023-07-25 at 10.17.59 AM.png) provided by complainant, as well as their complaint, mentions a number of our representatives by name. We would appreciate the redactions of those individuals' names from both the attachment and complaint before being posted and accessible to the public.

  We have communicated a number of times with this individual to respond to their questions and provide the requested study support. We believe that as of the date of this response, this matter has already been resolved.

  Resolution: The complainant has already received (and redeemed) all compensation owed to them for participating in the study for a total compensation of $490, the maximum amount that could be earned. Two final payments were issued to the complainant in the amounts of $40 (distributed on 07/31/2023, and redeemed on 08/02/2023) and $435 (distributed on 08/02/2023, and redeemed the same day). Both payments occurred before we received notice of this BBB complaint.  These payments represent the total amount alleged to be owed in the complaint.

  As previously noted, we have already communicated this resolution directly to the individual, in addition to responding to this notice.  

  Clarification of Facts and Additional Information: 

  Complainants Statement: I successfully completed the study and had my final visit. I returned my study devices and they were received by Evidation on May 17th at 4:58 pm EST. Depsite (sic) this, I have yet to receive the compensation detailed in the informed consent. I have reached out to the study team multiple times and have been given the run around (sic).

  We cannot comment on the completion, successful or otherwise, for any individual or participant, so we have not addressed that point in our response. 

  The complainant was on notice that disbursement of payment was not due immediately after completing a study activity (e.g., returning the study device(s)), unless expressly stated in the informed consent. The timing of payment distribution for most study activities was dependent on the completion of the activity, study completion, and return of study device(s).  Under the express terms of the informed consent, payment would not be due until 4 weeks after (among other things) the end of the study, which has not yet occurred as the study remains on-going. Thus, neither payment before the end of the study, nor the timing asserted by the complainant, is required under terms of the informed consent.  

  In addition to the payment schedule in the informed consent, the complainant was directly and repeatedly told that there was a delay in processing returned devices from when they may have carrier-related tracking confirmation of delivery to the return address.  We had around 22 interactions with this consumer between the dates of 05/16/2023 and 08/08/2023 - sometimes multiple times on the same day. In a number of our responses to the complainant, we reiterated that there were delays between when device(s) were received (i.e., delivered to our third party vendor at the return address) and when it showed up in our systems or records. For example, on 05/17/2023, we stated (in part), We will let you know when we receive notification that [the device(s)] have been received. Unfortunately, due to data processing, it is taking quite some time for the returns to update in our system." The complainant was also reminded that we would let them know once our records showed their devices had been returned. For example, on 06/26/2023, we again communicated (in part), You will receive a confirmation email that your study devices have been received by our team.  

  While the perception that we gave the complainant the runaround may accurately characterize how the exchange of communications was interpreted or felt by the complainant, it was not the intent of our study support team nor our company in supporting the study. The fact is that during the on-going exchanges with the complainant we were continuing to escalate and investigate their issue and identify any potential remediations. We tried to be as responsive as possible to the complainant, but it appears that the complainant either did not receive or did not believe our recurring acknowledgement of the processing delays and our request for additional time to look into and address their particular issue.

  Despite the complainants perception, we nevertheless made timely and full payment to the complainant, all of which was consistent with the payment disbursement schedule described in the informed consent.  We have also apologized to the complainant in a number of our communications, in addition to acknowledging the delay in the processing of returned device(s). 

  Complainants Statement: In an email on June 26, 2023 at 7:52 am PST, one representative, [REDACTED], thanked me for returning my devices and asked that I allow them more time to process the devices before they provided my compensation.

  Taken in the best light, this is a misunderstanding of the communication with our support staff. On 06/25/2023, the complainant contacted us indicating that their study dashboard still did not show their devices as having been returned, and requesting follow-up.  We responded on 06/26/2023 stating (in part, with redactions), Unfortunately, there is a delay between when materials are received and when it shows up in the record.   Once we receive your study-provided phone and watch, you will receive your final compensation within approximately 4 weeks. You will receive a confirmation email that your study devices have been received by our team. Thank you for returning your study devices and for your contributions to the [Redacted] Study!  We can understand how the complainant interpreted this statement as our acknowledging receipt of their device(s). However, what we intended in our communication was to acknowledge the complainants assertion that they had returned their device(s). We were not conceding that we had actually received the complainants returned device(s), as that would have been unknown to the study support representative. Our response clearly stated that our records did not reflect the return of the device(s). And further, we reiterated that the individual would receive an email confirming our receipt of the returned device(s) once our records reflected that the return had occurred. 

  To date, the complainant has not received the confirmation email of return receipt as it turns out that the return package arrived damaged by the shipping agent and without the device(s) actually being returned.  The study support representatives working with the complainant would not have known that while they were corresponding with the complainant as we did not find that out until our third party vendor had conducted a more thorough investigation. 

  Complainants Statement: Nobody from the study team followed up so I reached out again on July 4th and a different representative [REDACTED]  responded on July 7th at 7:08 am PST stating that my request was escalated and to please allow them **** business days to respond. I'm still waiting on that response.

  On 07/07/2023, we responded to complainants 07/06/2023 inquiry, stating (in part, with redaction): Thank you for reaching out regarding your compensation for the [Redacted] Study.  I see you've reached out multiple times, and we apologize for the delay due to high levels of outreach we've currently received. Your inquiry has been escalated, and were happy to look into this for you. We ask that you allow us **** business days to provide you with an update on the status of our review. We thank you for your patience as we review. We initiated an investigation with our third party vendor around this time and were later informed that the complainants return was damaged in shipping and missing the returned device(s). 

  The complainants statement that they never received a response is factually inaccurate. On 07/26/2023, we sent the complainant the following, [We] received your voicemail and will escalate your information. Please allow a few days for the study team to respond to you. Thank you for your patience. This exchange occurred before the complainant filed their complaint. 

  Please note that after the date of filing this BBB complaint, but before we received notice, we sent additional communications and/or final payments to the complainant on 07/31/2023, 08/02/2023, 08/04/2023, and 08/08/2023, respectively.

  Complainants Statement: I have reached out to the ************************** (***) who approved this study and their adviser has not been able to get any response from the study team. ***'s govern human subjects protections including ensuring the honesty, ethics and accuracy of the informed consent process. If the inforamtion (sic) in the informed consent is not accurate participants do no have sufficient information to consent per the ********** Health and Safety Code sections *****- *******. The lack of honesty and ethical behavior in Evidation's handling of adherence to the compensation provided in the informed consent is unnaceptable (sic).

  We take these allegations of unethical and dishonest behavior very seriously. We wholeheartedly dispute the assertions that we acted in any way unethically or dishonestly, or failed to adhere to the informed consent, including with respect to the compensation process and requirements described therein. At no time during this study was the complainants health, safety, or privacy in jeopardy due to their participation in this study. At no time did we intend to withhold payment that was owed to the complainant. The fact is that the delays in our responses to complainants inquiries and the time it took to issue payments were due to our (and our vendor(s) and partner(s)) following very scripted procedures and processes, which are required in the conduct of a study. We are not always at liberty to discuss these processes and procedures, or any specifics regarding delays or issues that might occur in a study, with the individuals that participate. Providing such information would also not be reasonable or customary in the ordinary course of business, unless required by law or regulation (e.g., in the event of an adverse event). 

  It is unclear when the complainant reached out to the *** responsible for this study, or with whom the complainant may have spoken.  Nevertheless, we refute wholeheartedly that there was any delay in our response to the ***.  We have been timely responding to and working with our *** to address this issue, as we would any issue related to this (or any other) study. It should be noted that it would be irregular for the *** to reveal information about correspondence between a study sponsor or - in our case, coordinator - with any study participants, especially about on-going investigations.

  Further, it is unclear from the complaint how or why the complainant felt they were not provided with sufficient information to consent. As stated above, the complainant was on notice about the timing of payments to be made under the study. Even if payments were made outside of the schedule dictated in the informed consent (which we reiterate was not the case for the complainant), unintentional delays in payment would not typically (if ever) negate the sufficiency of informed consent. Nor was the informed consent form inaccurate, as established earlier in this response. 

  Payment was issued to the complainant after we concluded our (and our vendors) investigations into the overall shipping issues and processing delays, as well as additional review of this specific case. During this time, and despite the allegations of the complainant, we were timely and appropriately working with and responding to the ***. 

  Complainants Statement: Compensation should have been remitted within 4 weeks of receipt of my study devices which Evidation received on May 17th and acknowledged on June 26th. To date I have only received $15 leaving a balance of $475 owed for my participation in their study.

  While the statement about payment was accurate at the time of filing, payments to the complainant were issued on 07/31/2023 ($40) and 08/02/2023 ($435), respectively, and redeemed by the complainant on 08/02/2023.  Further, as stated above, any acknowledgment of our receipt of the complainants returned device(s) were to respond to the complainants assertions and the image of the shipping tracking information they provided, not an admission that we were actually in receipt. As we frequently reiterated to the complainant, the email confirmation of receipt was the official communication that we received the device(s) and that our records were updated to reflect receipt. To our knowledge, the complainant did not during this time-period receive that email confirmation. 

  We sincerely hope that the complainant agrees the matter is resolved. We would be happy to provide additional information upon request.
  

  
  

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I dispute the version of the "facts" they did finally provide the compensation even if it was only after I had to contact the **** ********** Attorney General and BBB. The information in the study noted that compensation would be "provided within 4 weeks of the return of the study devices" which, no matter how they try to spin it did not occur. They received the study devices on May 17th and then proceed not to log them in so as to game the system on when I would receive compensation. If they would like to continue to be dishonest that is their choice but I strenuously disagree with their presentation of "facts". However, they conveniently provided the compensation before responding to this compliant so they could state they had done.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We enrolled in a health study which stated it would pay a certain dollar amount for completed activities. The activities required the use of a wearable heart rate tracker and tracking blood pressure twice a day. At the end of the study, after following the directions of the researchers, completing all requested tasks and meeting all necessary reward requirements, the company has failed to reimburse the amount stated at the beginning of the study in the amount of time as had been set forth. Three emails have gone unanswered and at least two phone calls only go to message requesting we provide contact information and stating well receive a call back which never comes.

  Business Response

  Date: 06/30/2023

  We are in receipt of your email correspondence dated 06/28/2023. We appreciate the opportunity to respond and hope we are able to amicably resolve the issue.  
  While we have communicated a number of times with this individual to respond to their questions and provide the requested support, the complainants last request did go unanswered, as indicated in their complaint. We are in the process of investigating not only why there was a delay in responding to their last request, but also the discrepancies in their experience described in the complaint.

  
  Proposed Resolution: One of our study support representatives already reached out (on 06/28/2023, the same day as the complaint), to work with the individual to resolve all of the issues raised. Because our support team is still investigating the issue and trying to resolve the individuals concerns, the representative informed the complainant that they would receive an update on 07/06/2023. We hope to be able to fully resolve the complainants concerns on that date.

  
  We have already communicated this resolution directly to the individual, in addition to responding to this notice. I understand from our support representative that this was a sufficient response for the complainant.
  

  Respectfully,
  
  
  *****************
  Head of Privacy
  Senior Director of Legal for Regulatory and Compliance
  

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20227367
  
  At this time I cannot accept this response as a resolution to the complaint because, as noted in the response, a follow up regarding resolution is expected on 7/6. I appreciate the business taking the matter seriously and reaching out immediately. The 6/28 discussion with the representative is similar to the well get back to you in **** days email already received for a request opened 6/1.

  The response does not provide a resolution for the discrepancy in compensation. If one participates in a study and follows the steps set forth by the researchers, such person should be entitled to the full compensation for performing the activities and providing the data. Widespread technical issues on the part of the researchers are out of the participants control and participants should not suffer for matters out of their control.

  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I may not agree with their facts as presented in the response, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a consent form for the cardiac risk factor study because it said I qualified. I have been reaching out COUNTLESS TIMES TRYING TO VERIFY MY IDENTITY! I AM TIRED OF BEGGING YOU ALL FOR HELP VERIFYING MY IDENTITY! Also, I HAVE YET TO RECEIVE MY $10 GIFTCARD. I WANT SOMEONE TO ACTUALLY HELP AND RELEASE THE MONEY I AM OWED!!!

  Business Response

  Date: 06/20/2023

  Re: Complaint #********; submitted on 06/06/2023 
  To BBB reviewer ******************
  We are in receipt of your email correspondence dated 06/18/2023. We appreciate the opportunity to respond and hope we are able to amicably resolve the issue.  
  
  Our position in this case is that we can and should have done better by this individual in responding to their repeated requests for support and internal escalation. We are in the process of retraining the individual(s) that handled their support, are implementing some adjustments to our processes to (hopefully) prevent this from happening again, and have also escalated the issue for the awareness of management. 
  
  We apologize to the complainant for the frustrating experience they had not only with the Identity Verification process, but also the support services we failed to adequately provide. 
  
  Proposed Resolution: One of our study support representatives will be reaching out via phone today (June 20, 2023) to work with the individual to resolve all of the issues raised. 
  
  We will communicate this resolution directly to the individual, in addition to responding to this notice, and will do what we can to try to ensure their concerns are addressed and resolved.
  
  Again, we apologize that this occurred to the complainant.
  
  Respectfully,
  
  
  *****************
  Head of Privacy
  Senior Director of Legal for Regulatory and Compliance
  
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20153279
  
  I am rejecting this response because: no one reached out to me today and the issue is still unresolved. Evidation owes me $10 that I havent received and the issue about the study remains unresolved (I still cannot participate) 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/21/2023

  Re: Complaint #********; submitted on 06/06/2023 

  
  To BBB reviewer ******************

  
  We are sorry to hear that the complainant is not aware of our attempts to reach them. 

  
  Our support team records show that a voicemail was left at the number we have on file at 2:24pm PST on June 20, 2023 (yesterday). The support team also contacted the complaintant in follow-up the same day at 4:58pm PST, via email, including the relevant information. 

  
  Since we were unable to reach the complainant, if they could please contact us back by responding to the email and indicating times when they might be available for a telephone call, we will do our best to accommodate their availability. 
  Alternatively, they can try to reach us by phone at the number listed on the program-related documentation.

  
  Please note, however, that if we are unable to confirm the complainant's identification, which requires that the name used to enroll be reflected as presented on the identification document being used, then they will unfortunately not meet the requirements for receiving compensation as outlined in the program documentation. 

  
  Respectfully,
  
  
  *****************
  Head of Privacy
  Senior Director of Legal for Regulatory and Compliance
  

  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20153279
  
  I am rejecting this response because:

   

  No one called me. I am not available most days during the morning and early afternoon. Can someone call me at ************ Monday -Friday after 3 PM? Thank you.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20153279
  
  I am rejecting this response because:

  No one called me. I am not available most days during the morning and early afternoon. Can someone call me at ************ Monday -Friday after 3 PM? Thank you.
  

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/28/2023

  I understand that since the complainants last response to the BBB, they were in receipt of one of our communications and were able to schedule a call to speak with a member of our support team. Our records show that the complainant was able to have that conversation on Monday, June 26th, and the issue was resolved.  
  We have noted the complainants issues internally and escalated it to the appropriate individuals for awareness and process improvement. While I understand that this conversation did not necessarily result in the complainant receiving the requested payment, the issue is to my knowledge resolved. 
  Again, we apologize to the complainant for how we handled their requests for support and the frustrating process they experienced. 
  
  
  Respectfully,
  
  
  *****************
  Head of Privacy
  Senior Director of Legal for Regulatory and Compliance
  
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20153279
  
  I am rejecting this response because: the issue hasnt been resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had **** points which was 400 points away from withdrawal for a $10 reward. Around 4 years of effort in activities and points. I had been getting weekly updates of my progress over time. All of a sudden, my points were wiped away completely because my account was claimed as inactive even as I was continuing to accrue points. This policy for removing the points is unjust and doesnt make any sense.

  Business Response

  Date: 01/10/2023

  : We are in the process of reinstating this individuals points, which we hope will be effective today, or at the latest within seven (7) working days. We sincerely apologize to this individual for our oversight and will ensure that the representative that handled their inquiry is retrained on how we are processing these sorts of support requests.

   

  Will will communicate this resolution directly to the individual, in addition to responding to this notice.   

   

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18565148
  
  I am rejecting this response because:

  This is unbelievably predator to give customer no warning about a change and wiping out an account overnight. This is borderline illegal which is why Im on BBB. They do not deserve to be in business while scamming consumers like this. This is known by Evidation and they have been shutting down all evidence and discussion online. Silencing your victims doesnt make you right, it makes you unethical and corrupt.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem is any of the apps do not work that they provide to connect to their app to use to count and earn points for earning. I was using ******* Health to use to connect and count steps and other stuff to earn, and that stopped working well because ******* would not fix their app. So, I contacted Evidation to get another app, that I bought a watch that uses a great app to count steps and is really popular, and many people use. They told me it was most request app, and they have no clue when it would be added. This was months ago. Every time, I contact them, it is a runaround whether they will even bother to add the **** app.I just got another reply from them that they thought I was asking what app to use, and they told me to use ******* Health, which I said does not work anymore, and the other apps, just force us to buy really over the price watches to use their apps. Do not know what else to do to get this business to understand that **** app, is needed for people like me to use Evidation. Evidation is considered a praised app to use to earn while walking but the way they respond to their users, is just beyond normal support, and to tell me they have no clue when the **** app will be added is beyond pathetic any good normal support. What is the point of an app to use to earn, if the app has nothing there for us to work with, unless we pay more than what we earn from it, to get watch? Seems, more like a scam or they are working with the other apps to make money, instead of us really earning anything at all.I am not going to buy another watch just because they want me to. I am diabetic, and I walk 60 miles a week and 240 miles a month. That is a lot to only get $30 a year from them, when their stuff is not working, and taking forever to earn off of them. I just want that app on their service to be able to earn anything, even if it is $30 a year. I can't talk to them. So I need help to get them to understand to ADD the **** APP. That is all. Why the hardship?

  Business Response

  Date: 01/10/2023

  Issue 1: Connectivity and Interoperability with ******* Health

  Proposed Resolution: Our understanding is that there are no current known syncing issues with the ******* Health application. We have recommended in prior correspondence with the individual that they can now use the ******* Health application, but the individual did not want to do so. In any event, as the connectivity and interoperability issue was not and is not within the control of Evidation Health, any further issues that the individual is experiencing should be addressed to ******* Health. 

   

  The individual states: Problem is any of the apps do not work that they provide to connect to their app to use to count and earn points for earning. 
  This is factually inaccurate. We have over 4.5 million members, many of whom have connected their wearable device applications to our platform. We currently support connectivity with 20 different health and fitness applications. 

   

  The individual further states: I was using ******* Health to use to (sic) connect and count steps and other stuff to earn, and that stopped working well because ******* would not fix their app. 

  Unfortunately, the connectivity and interoperability issue was with the ******* Health application, and so - any concerns or challenges to connectivity should have been directed to ******* Health. However, our understanding is that any such issues have since been resolved. If the individual continues to experience these issues, then they should contact ******* Health for support. 

   

  In prior correspondence with the individual we informed them that the connectivity issue should have been resolved and inquired further about any remaining issues. The individual did not answer those additional inquiries and did not want to revisit their use of the ******* Health application with their Evidation account.

   

  Issue 2: We force our members to buy wearable devices.

  Proposed Resolution: The individual may use other available connected applications to log any steps or other fitness activities, not all of which require a wearable device.

   

  The individual states (in a few iterations): I just got another reply from them that they thought I was asking what app to use, and they told me to use ******* Health, which I said does not work anymore, and the other apps, just force us to buy really over the price watches to use their apps.  

  As previously mentioned, any known connectivity issues with ******* Health have been resolved. If the individual continues to experience any issues, they should reach out to the support team at ******* Health or respond to our inquiries requesting additional information about the remaining issues. 

   

  Additionally, it is important to note that there are many ways to participate in the Evidation community on our application and earn points. While certain of the connected applications that earn points include the option to get data directly from a wearable device, use of those devices is not required and in some cases can be provided manually. As mentioned previously, we currently support 20 different health and fitness applications for the individual (and all of our members) to choose from; not all of which require a wearable device.  Additionally, our members can earn points by engaging with content available on the platform; for instance, by answering surveys or reading articles.  Participation in our community, and the degree to which any individual chooses to participate (or not), is also entirely voluntary. 

   

  Issue 3: Request for connectivity with the **** application

  Proposed Resolution: We appreciate the individuals recommendation to add another potential connected application. At this time, however, we have no plans to add this application to our list of connected partners. 

   

  The individual states (excerpts of relevant parts): Every time, I contact them, (sic) it is a runaround whether they will even bother to add the **** app. ... Do not know what else to do to get this business to understand thatZepp app, is needed for people like me to use Evidation. Evidation is considered a praised app to use to earn while walking but the way they respond to their users, is just beyond normal support, and to tell me they have no clue when the **** app will be added is beyond pathetic any good normal support. So I need help to get them to understand to ADD the **** APP. That is all. Why the hardship?

  We appreciate the individuals interest in and continued participation on our Evidation application. As a valued member of the Evidation community, we also appreciate the individuals recommendation of a new application to add to our list of partners and commend them on their investment in their health in using any health or fitness application. We are sorry that we are unable to honor their recommendation, which is just that - a recommendation. As a business, we have a right to determine the partners with which we work and the applications to which we connect. These decisions take into account not only our business, compliance, and legal requirements and strategies, but also the interests of our members. At this time, we do not plan to add the application referred to us by the individual. We will, however, continue to monitor the marketplace and our business interests in case such a partnership makes sense in the future. 

   

  We also feel strongly that this is not a sufficient complaint about the services we provide or our application. The individual has 20 connected applications to choose from and if he chooses not to connect any of those applications to his Evidation account, that is entirely his choice. We cannot and should not be expected to conduct our business based solely on member recommendations (no matter how vehemently the recommendation may be made) that do not affect the intended performance of our product and when such decisions impact our overall business, the security of our application, and our reputation. 

   

  Additional Information

  We have responded to at least 12 inquiries from this individual since September of 2018; 5 of which occurred in 2022 alone. Our Legal team has reviewed the correspondence with the individual and found that in a number of instances after receiving guidance from our support team, the individual was often abusive and unnecessarily rude in their responses; in some instances even cursing at our team members. In all instances our support team remained professional and courteous. The vast majority of the requests from the individual (and all of those in 2022) involved support for adding the **** app (or a different app) and had nothing to do with the actual functioning of our current product offering. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18468301
  
  I am rejecting this response because:
  

  This is unacceptable for not to add **** app because it is just an excuse to use apps that do not work like they said they do. No, ******* Health app does not work like they said. Not going to use and app that is not worth installing to nothing out of Evidation. Uninstalling the Evidation app and never installing for an unreasonable company, that cares less for people like me. They can kiss my **** for the c*** response. Not trying to be rude but that is just BS. An excuse to make their users do basically worthless apps or buy other products that cost way more to use their app. Not great company in my book.

  
  Sincerely,
  
  ***************************