Complaints

This profile includes complaints for Occipital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Occipital

  1155 Canyon Blvd Ste 105 Boulder, CO 80302

• 

  Occipital

  Boulder, CO 80302

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:03/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 bought an Occipitial Structure Sensor Pro last year, advertised as a higher resolution version of the original. I've used an older version at the local university and know others that have used them for years. It came a month or 2 after ordering it with a defective cable and bad software, it didn't work. They sent a replacement cable after waiting a week or 2 for an email reply from their support email. You quickly learn there is no phone support or any public phone number to contact the company. I couldn't get it to work and randomly received a response email always referring me to their website for answers. Eventually I realized the new PRO device works nothing like the previous models, although there is no explanation of this on sales side of the website. Not until you notice a red notice box stating the Pro version must be tethered to a PC/mac through wifi to work, which you'd only see because you bought one and were trying to get it to work. The previous versions did not require tethering, which made them so functional for use in orthotics and prosthetics. A tech company without a tech support line and random email response is insane. The false advertising they are doing to sell this Pro version as just a more accurate/precise version of the previous models is a flat out lie. I asked to return it and they say I had only 1 month to return it. Of course it didn't work when I received it (bad cable and software) and because its functionality was different it sat a few months before I picked it up again do to the lack of real technical support available, no manual, and just a quick start guide that would have come with the previous *********** and doesn't mention the tethering requirement. I've spoken to others who have old versions who told me it was junk, and now buy old versions off ***** I don't think they ever even updated the software as the LEDs still don't work, meaning you don't know if its charging, charged or not. This company needs to be held accountable.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a *********** structure I-pad scanner years ago and have had to have it replaced several times. I have recently had to replace the scanner, twice, as it broke down after use on one patient in my office and then another time after I just received my , Refurbished scanner, after 5 scanned patients. We attempted to contact the company but there is no phone number to contact a representative. Their instagram and ******** accounts are jam packed with complaints about their structure scanner failure and no response. This has been extremely unprofessionally. The scanner costs close to $800 and we have had to purchase multiples with excessive failures and hardware malfunctions consistently. The website is below: https://occipital.com/. This is extremely unprofessional. There is no IT support and no way to contact a manager or even the ** or President of the company. This appears to be a financial scam that looks like someone had a great invention, built a crappy version, sold a bunch of lemons, made millions, and ran away to a private island to escape the repercussions. Please, help us find this thief and fraudulent business owner. We have patients that rely on the scanner for custom shoes and inserts for improved foot function and lifestyle improvements, but those are on hold as this company has a proprietary lock on scanners being developed. Thanks!

  Customer Answer

  Date: 09/07/2022

  I contacted the company about one month ago in regards to this issue. Thanks!