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:02/19/2025

  Type:Delivery 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.

  Purchase was made on Feb 14, 2025 for $81.36. The item stated it would ship within 24 hours. As of today, Feb 19, 2025, the order still has not shipped and there is no update. Multiple attempts to contact *** Medical have been made via phone and email, but there as been no response from the company. Their website states they have an A+ rating with the BBB, but their business practices have been shady and it calls into question the validity of their rating. Please help correct this behavior.

  

  Business Response

  Date: 03/06/2025

  To whom it may concern,
  
  We appreciate the opportunity to address Mr. ********** concerns and regret that his experience did not meet his expectations. Customer satisfaction is a priority for our team, and we strive to provide timely and transparent service.
  
  Mr. ********* placed an order for one unit of item code ***** on Friday, February 14, 2025. Unfortunately, the item had been discontinued by the manufacturer, and while we make every effort to maintain accurate product availability, occasional discrepancies can occur due to the volume of products listed on our website.
  
  Regarding his attempts to contact our team, our records indicate:
  
  1) Two phone calls from the number provided in the complaint: one on February 18 and another on February 19.
  2) One email inquiry from **************************** on February 19, which was addressed by our customer service team the same day of submission.

  
  There were no additional phone calls or emails from the provided contact information as far as our system records show. Mr. ********* did attempt to contact staff on LinkedIn, but by that time the matter was already being handled by our **************** department.
  A full refund was issued on February 19, the same day as Mr. ********** second phone call and first email inquiry. As a goodwill gesture, we also extended an offer of store credit in addition to the refund. Mr. ********* declined this offer, and did not reply to the provided refund receipt. Relevant correspondence and records have been attached for reference.
  
  To summarize, Mr. ********** order was refunded within three business days of purchase and one business day after his contact with our team. If he has any further concerns or additional records of attempted communication, we are happy to investigate further.
  
  Thank you for your time and consideration.

  *** *********

  Director of IT

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:11/16/2023

  Type:Product 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.

  Date of transaction 09-12-23 I paid the business $2.874.59 for BIS Pediatric sensors for children age 4 and up 25/box which was paid on 09-12-23 by credit card online and was told by the company that will be sent between 3-4 weeks,On October 12, 2023 still did not get the products.Trying to communicate with vendors, customer service and the Global Sales Executive ********************* several times by emails and phone calls but unfortunately until today one month later from the due date, have not got any satisfactory response of the date of the delivery.I requested my money back in order to get the products from other provider being medical necessity but was denied.Attached the invoice andsome of the emails communication between me and the company.(I can provide with the all emails communication if is your desire.)

  

  Business Response

  Date: 11/30/2023

  I'm writing in response to the complaint regarding the order  placed with us on September 12, 2023. First and foremost, I wish to express our sincere apologies for the inconvenience and frustration this situation has caused. We understand how crucial these medical supplies are and deeply regret that we could not fulfill customer expectations.
  
  As the customer stated, we initially assured a delivery timeframe of 3-4 weeks. However, despite our best efforts to coordinate with our vendor and provide the buyer with timely updates, the delivery of the order was significantly delayed. 
  
  Upon the request for a refund due to the delay, we immediately reached out to the vendor to cancel the order. Unfortunately, the vendor initially denied this request and subsequently did not respond to our inquiries for an update for two weeks. This lack of responsiveness from them severely limited our ability to provide the buyer with accurate information and timely solutions.
  
  Finally, this week, the vendor informed us that they have not yet received the product and agreed to proceed with the cancellation of the order, as per the initial request. We understand this is far from the ideal resolution, and we share the disappointment in how these events unfolded.
  
  We have processed a full refund for the order, acknowledging the inconvenience and the urgency of the medical needs. Additionally, our head of sales has reached out offering free supplies to demonstrate our good-faith commitment to remediating the unfortunate situation. We are committed to making necessary changes to prevent such occurrences in the future.
  
  Again, we express our apologies for the unsatisfactory experience. We value the buyer's business and hope to have the opportunity to better serve in the future.

• Initial Complaint

  Date:03/06/2023

  Type:Delivery 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.

  On January 8, 2023, I placed an order on ciamedical.com for Georgia Pacific E-machine paper towel rolls. It is stated on the site that all orders are shipped within 24 hours. I fully expected to receive an email with tracking information after the item shipped. Days went by and I still did not have tracking info. My account info. for order #****** still stated that the order was pending. I tried contacting them by phone. You are never allowed to take to a person on the phone and no one ever returns your call. I sent emails, but the first was ignored. It was only after I threatened to file a complaint that I received a reply. I was told that the item I ordered was no longer available and I would be receiving a refund for the full amount of $92.05. The day after I placed the order, I should have received an email giving me this information. I have not received my refund. That was a lie. All telephone calls are ignored and all emails are ignored. **************** is nonexistent in this company. The website exists to take your card or banking info and steal your money. You will never receive your order and you will never get your money back.

  

  Business Response

  Date: 03/20/2023

  To whom it may concern,
  
  
  
  We sincerely regret any inconvenience this matter has caused the buyer, but I'd like to provide some additional context. Firstly, we'd like to state that the order in question was refunded on 3/6/2023 in the amount of $92.05.
  
  The complainant alleges she made multiple calls and emails that went unanswered. This was quite concerning to me, so I performed an in-depth search of our email and phone records. I was unable to locate any inbound calls or emails from her gmail or the number ************** between 1/1/2023 and the first week of March, except for the one on 3/6 when she informed us she would be filing a complaint. Our **************** team works very hard to handle incoming requests, and in the event a call is missed they are very diligent in responding ASAP.
  
  I am attaching an Exchange message trace for all emails from ************************** to hit our system, which indicates only one email inbound from her on March 6th. Also attached is an export from our phone system, likewise I see no inbound activity from the above phone number until March 6th, same time as the email. Even in the event of a false positive quarantine, the system would still have a record of the inbound email.
  
  
  
  To me, this indicates the possibility of an incorrect phone number or email recipient when she had first reached out. If she used any other emails or phone numbers to submit a request, I'd love to check for those as well.
  
  Again, we regret any inconvenience this may have caused, and are happy to investigate further if she provides additional information. Likewise, as stated above, the refund for the order in question has already been processed, with confirmation attached.

  Customer Answer

  Date: 03/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************