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Business Profile

Biotechnology

Formulatrix, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Biotechnology.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/19/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The Formulatrix MANTIS Liquid Handler is marketed as a small, fast, and accurate automated liquid dispenser that works with many reagents, including organic chemicals, and does not require pipette tips. Although the MANTIS is primarily used for PCR and biological assay dispensing, ******** purchased it for ~$75,834 in October 2021 with intent to use it to dispense organic chemicals. This intended use was clearly and openly communicated to Formulatrix (including sales, operations, and R&D staff) before, during, and after the device purchase and installation, and Formulatrix assured ******** multiple times that the MANTIS worked with the organic chemicals of interest for ********. Moreover, Formulatrixs website showed a Reagent Compatibility list containing many organic chemicals ******** planned to use with the instrument, and a Formulatrix Product Manager even specifically confirmed that MANTIS PFE chips were "safe for all [********'s] reagents" in a list of organic chemical reagents that ******** had submitted to Formulatrix for review prior to ******** ever using them with the device. However, despite these assurances, ******** experienced at least three separate failures where the MANTIS aspirated reagents (including water and organics) to be dispensed into the internal device machinery, leading to multiple critical errors, including one catastrophic failure where the MANTIS could no longer function, requiring repair. These events were due to a major product design flaw and resulted in high project waste (>$50,000) and delays as ******** worked with Formulatrix to replace the MANTIS twice and troubleshoot the issues. The MANTIS hasnt met the operational requirements or workload expected from the initial purchase. Thus, the ******** team tried returning this device to ********************** for a full refund, but Formulatrix repeatedly denied any responsibility for their product performance and marketing claims and refused to provide a refund for the defective product.

    Customer Answer

    Date: 10/31/2022

    I have not heard from the business in response to my complaint.

Formulatrix, LLC is NOT a BBB Accredited Business.

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