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:06/24/2025

  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.

  We sent unit ****** Electric Dermatome ****** for repair in Nov 2024, paid $550. The service included internal cleaning, new cord, calibration, and full testing. After receiving it on Nov 20, we noticed heating issues. On Dec 10, the hospital reported it was not cutting properly. We tested it on Jan 15 and found the motor weak. Per the companys request, we returned the unit on Jan 21.On Feb 11, we also sent units ****** and ******. Unit ****** was returned on Feb 18 without charge. On Apr 1, we paid $425 each for ****** and ****** repairs. Unit ****** was serviced and returned on Apr 16. On Apr 16, we informed the company that its motor would stop during cutting. We also provided a video. On May 1, they acknowledged it might be a motor issue and asked for a return. We returned both units (****** and ******) on May 21.On Jun 12, we received new quotations. For ******, despite prior acknowledgment of motor issues, the quote only mentioned head alignment and calibration. For ******, they claimed it had been improperly rewired and now needs a new motor and internal parts, costing $1,025. No one else had opened the device after their last repair.Weve asked for clarification, but they have not responded in over 10 business days. These are hospital surgical instruments. Repeated unresolved issues, contradictory findings, and lack of communication have caused serious operational and reputational impact.We request the company respond, explain the charges clearly, and take full responsibility for incomplete repairs.

  Business Response

  Date: 07/07/2025

  Dear BBB Representative,
  Attached please find our detailed response to the above-referenced complaint. For your convenience, this information has been compiled into a single PDF document titled "BBB Response."
  This document includes:
  A verified timeline of service and communication
  A statement of findings regarding the reported issues
  Photographic evidence comparing the condition of the items when returned to our facility against the customers own documentation
  Copies of all relevant estimates and correspondence
  We appreciate your time in reviewing this material. If you have any questions or require any additional documentation, please feel free to contact us at your convenience.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23513841
  
  I am rejecting this response because:

  I would like to clarify the reason I initially filed this complaint: Inex Surgical failed to respond to our repeated repair inquiries for more than 10 business days, despite having critical surgical equipment in their possession. Notably, they replied only one day after I filed the complaint with BBB. 

  Regarding unit ******:
  *********** claims that the handpiece was dropped and dented at our facility. However, the issue was reported within 48 hours of receiving the unit after their previous repair, with video proof. We requested that **** provide clear pre-repair images with timestamps to prove that the unit was undamaged prior to return. To date, no such evidence has been provided.
  If the damage occurred during transit or prior handling, we have no way of verifying responsibility without their cooperation and photo documentation. Unilaterally shifting blame without evidence is, in our view, irresponsible.
  Inex themselves stated that there was no evidence of any damage during our prior repair. This confirms that they did not document the units condition before returning it to us, and therefore cannot prove that the alleged dent did not exist when it left their facility.
  Given that we reported the issue within 48 hours of receiving the unit, we believe it is unreasonable for them to place the burden of responsibility on us without photographic or timestamped documentation.

  -April 1, 2025:
  We paid for the repair of unit ****** and received it back on April 14. Parcel delivered at 1:03pm.
  -April 16, 2025:
  We tested the unit and immediately noticed the motor was not cutting smoothly. I receive notification at 12:10pm. We emailed Inex on the same day (1:39pm) and attached a video to report the issue.
  

  -June 25, 2025:
  After receiving no further reply or clarification for more than 10 business days, we filed a complaint with the BBB.
  -June 26, 2025:
  One day after the complaint, Inex emailed us with the evaluation and quotation.
  -June 26, 2025:
  We replied in good faith, agreeing to proceed with the repair cost of unit ******, while requesting more detailed documentation (photos, replaced parts list, function video) to prevent further disputes.
  

  We also clearly expressed that we strongly disagreed with the claim that unit ****** was dropped, and requested photographic evidence (with timestamps) showing that the dent was not present prior to shipping. No such documentation was provided.

  
  -July 7, 2025:
  After receiving no response for 11 more days, we sent a follow-up email requesting clarification.
  -July 8, 2025:
  Inex responded by terminating all business relationships and asking us to arrange return shipping of the devices, without addressing any of our open questions.

  We deeply regret how this situation unfolded. At all stages, we acted in good faith:
  -Reporting issues promptly and with supporting video
  -Agreeing to pay for repairs
  -Asking only for basic documentation and accountability

  Instead of resolving or addressing our concerns, the company responded with silence, and ultimately a unilateral termination of service. For unit ******, we still believe the responsibility is not ours unless proven with clear evidence from their side. We deeply regret that this business relationship has ended in this manner. Our intention was always to reach a fair and transparent resolution.
  Thank you to the BBB for your assistance in documenting this case.
  
  Sincerely,
  
  Koniie Tang

  Business Response

  Date: 07/10/2025

  
  
  INEX SURGICAL, INC.
  *******************************************************************************
  7/10/25
  
  
  
  To the BBB and the Customer,
  We appreciate the opportunity to review the customers additional comments. We respond as follows:
  
  
  
  Regarding Communication and Timeline:
  While we strive to reply to all inquiries promptly, there were intervals when detailed evaluations required additional review and internal coordination.
  To be clear, Inex Surgical operates Monday through Friday, excluding weekends and holidays. When measured against actual business days, there were no intervals exceeding 10 business days without a response. For example:
  The customers June 12, 2025 inquiry was answered in writing on June 25, 2025 (9 business days).
  
  
  Subsequent exchanges occurred within 79 business days.
  
  
  Additionally, our reply through the BBB portal in early July was delayed by Independence Day holiday closures.
  
  
  At no time did the elapsed intervals exceed 10 business days. Any claim to the contrary is simply inaccurate.
  
  
  
  Regarding Photographic Documentation:
  The customer asserts that we failed to provide timestamped pre-shipment photos of SN-******. For clarity, Inex Surgical does not routinely take pre-shipment photographs, nor are we contractually obligated to do so. Every instrument is subjected to thorough quality control and comprehensive functional testing before release.
  We emphasize that all work entering our facility is fully tested prior to shipment, consistent with our established quality standards.
  Our intake records and inspection upon receipt documented clear evidence of significant impact damage to the cutting head housingdamage that is entirely consistent with mishandling. This type of damage is excluded under any warranty coverage.
  We categorically reject any suggestion that Inex Surgical bears the burden of proving the absence of damage that occurred outside our custody. Responsibility for transit damage or subsequent handling rests with the recipient. If the customer believes the damage did not occur in their possession, they are free to pursue a claim directly with the shipping carrier or insurer. We will not assume liability for such damage.
  
  
  
  Regarding the Termination of Service:
  Due to ongoing disputes, repeated accusations, and an unwillingness to accept clear documentation, we have determined that continuing this business relationship presents unacceptable liability exposure. We are particularly concerned about the possibility that improperly repaired or mishandled equipment could compromise patient safety, and we will not risk being held responsible for any adverse outcomes related to devices that have been tampered with.
  We also note that Inex Surgical has been servicing this customers equipment since 2015 without prior incidents. This longstanding record underscores that the present situation is exceptional and, unfortunately, no longer tenable.
  We unequivocally decline to perform any further work for this facility. We are prepared to return all unrepaired devices as soon as prepaid shipping labels are provided.
  
  
  
  Closing Statement:
  At every stage, Inex Surgical has acted in good faith and provided detailed estimates, documentation, and correspondence to address this matter professionally.
  We note that the customer has chosen to disregard clear evidence and established policies. We stand by our position and decline further engagement on this matter beyond coordinating return of the equipment.
  Thank you to the BBB for documenting this case.
  
  
  
  Sincerely,
  
  ****** *****
  CEO
  Inex Surgical, Inc.
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23513841
  
  Dear BBB Representative,
  Thank you for giving me the opportunity to provide a final clarification. I truly appreciate this platform as a way to document the facts and protect both parties.
  I would like to state clearly:
  I have no intention to offend or accuse Inex Surgical. On the contrary, I feel regret and disappointment that our long-standing relationship ended this way not by choice, but by circumstances.
  
  Unit SN-****** A Long, Frustrating Journey
  This unit was first sent to Inex in October 2024. When we received it back, we noticed heating issues and promptly informed them on November 20. Due to hospital urgency, we made the difficult decision to temporarily send it back into use.
  By December 10, the hospital reported that it still could not cut smoothly and provided photos. We passed this information to ****. We then returned the unit again in January 2025, sincerely hoping that the motor coil would be replaced, as we were prepared to pay for a full repair.
  Unfortunately, the repair only included recalibration and inspection. When it returned, our team tested it and found the motor still weak.
  After reviewing the photos provided by Inex Surgical recently, I took the initiative to consult my internal team. It was only then that I learned the unit had been opened by our workshop, not to analyze the motor function, but rather out of frustration and urgency. Our team hoped that by clearly exposing the internal components, Inex would directly proceed with a full motor coil replacement resolving the issue once and for all. We were prepared to pay in full. We simply could no longer afford repeated shipments and trial-and-error repairs.
  I was not informed of this at the time, which caused a communication gap. When I was later told in June that the unit was in such poor condition, I was deeply shocked and overwhelmed. I now recognize how this contributed to the confusion, and for that, I am willing to take full responsibility.
  That said, I would like to emphasize that this action was not taken with any intent to deceive or tamper with the device beyond repair. The team was simply trying to prompt a final and decisive repair after months of unresolved problems and mounting hospital pressure.
  In hindsight, the proper thing to do would have been to inform **** first and allow them to handle the matter professionally. I sincerely regret that this was not done, and I apologize for any misunderstandings it created.
  
  Unit SN-****** Responsibility Without Evidence?
  In the same returned shipment, we received two units: SN-****** and SN-******. Only SN-****** had issues, which we reported within 48 hours of receipt with video documentation. We asked for timestamped pre-shipment photos proving the unit left their facility undamaged, but were told such photos are not part of their process.
  If damage was serious enough to void the warranty, we believe some form of visual documentation should exist. Instead, the burden of proof is placed entirely on us.
  If we had any dishonest intent, why would we accept SN-****** as perfect and report only SN-******? The cost of shipping alone makes that an unreasonable accusation. We acted transparently and fairly.
  When we reported the problem with SN-******, **** themselves stated at the time that the unit seems to have a motor issue. In our email dated June 25, 2025, we asked them to confirm whether the issue was purely mechanical or still motor-related. We also clearly stated that if it was still a motor issue, we wanted to know how they would take responsibility if the same problem recurred after return. Our goal was to resolve the root cause once and for all and avoid repeated back-and-forth testing and shipping. These shipments are not only costly but also time-consuming.
  
  About Communication Delays
  Prior to this situation, **** had always responded quickly often within 12 business days. We valued that greatly and still appreciate the responsiveness they showed in the past.
  That is why, during June 2025, when we faced total silence for more than ************************************************ their possession and hospitals were pressing us for answers we became extremely concerned. I emailed multiple times, but no one responded. Out of desperation, I filed a BBB complaint on June 25. The very next day, Inex replied.
  This timing left a very strong impression on me. Even if investigations were ongoing, a simple Were reviewing this would have reassured us. Silence is what led to panic.
  We are based in ********, they are in *****************. We have never met in person all communication is via email. In such a fragile setup, timely response is the foundation of trust.
  
  What This Was Really About
  This was never about trying to cause conflict or avoid payment. We were ready to pay for repairs, even if out of warranty. I even wrote to them earlier this year asking why recent repairs seemed less consistent not to blame, but to ask them to help us do better, because our hospital was starting to question our equipment.
  The real trigger was that SN-****** had never returned to a reliable state since October 2024, and we were being blamed by hospital management. We were scared, pressured, and out of options. I tried my best to keep things respectful and professional, but when both units were with them, no reply came, and time passed I panicked. I am human too.
  
  Closing Thoughts
  I truly regret that it had to end like this. I wish there had been more empathy and mutual understanding. I believe Inex Surgical has done good work in the past and I was grateful for that. I only wish we could have worked through this final issue with the same professionalism we once had.
  Thank you again to the BBB for allowing both sides to speak. I sincerely hope this record reflects my intent, and not just the dispute.
  

  Respectfully,
  Koniie Tang