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:07/08/2024

  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.

  We have a device that measures water for reconstitution that is made by Flavorx called the fillmaster. The device went blank on 5/10/24. We ***laced the battery but the screen was still black and it did not turn on. I called the company and they said they will send a ***lacement fillmaster. On 5/16 they sent us a tracking number: 1Z542EY54248202050 but the package went back to their warehouse. I called and they said they accidentally put the return label on the package. They re-sent it on 5/22: 1Z542EY59048412199 this time without adding our suite number so *** could not deliver and it went back to them. I called again and they sent it for the 3rd time: 1Z542EY52447731578 & when we received it, I installed it per their instructions but it will not calibrate (gives a different amount of water each time). I spent hours on the phone to no avail. I called our account *** and he came on site and spent 3 hours trying to recalibrate it but could not. He told them that the product is defective and they told him they will send a ***lacement but they never did. I have called 10 times since 6/6 and they refuse to send another one and say it's a user error and I should try to calibrate it again. I have wasted hours of my time at the pharmacy on a product that is broken and they refuse to resolve it. I called and emailed them but they never returned my email or calls.

  Business Response

  Date: 07/24/2024

  The piece of equipment in question, a Fillmaster 3400 water dispenser, which is used for reconstituting children's medications, is more than 15 years old. To say that we "owe" a replacement on a piece of equipment purchased that long ago is beyond the pale. We do offer extended warranty plans and service plans that could have prevented this from becoming an issue, but this customer has never taken advantage of those offerings. Additionally, the customer is using a water filtration system that is not supported by Fillmaster and is most likely the cause of the failures.

  In spite of this, we have gone to great lengths to do right by this customer by sending replacement dispenser after replacement dispenser. We even sent a service technician to figure out what is going on when those dispensers failed. All of this at no cost to the customer. The fact of the matter is our perfectly good equipment will continue to fail because it is being fed water by a source that does not meet the required specifications. We cannot fix something we have no control over. For that reason, we will not be sending any further replacement equipment. 

  We cherish our customers. We always go above and beyond to do what is right by them. But we cannot and will not be held to the unreasonable and unachievable standard that it appears this customer expects of us. Based on how adamant this customer is about needing a replacement Fillmaster dispenser, it seems they greatly value the technology. We are more than happy to have conversations about getting them up and running with more modern equipment.

  Customer Answer

  Date: 07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The comments they made are not true. I called them when the original equipment failed to troubleshoot and they offered to send a ***lacement. I did not and was not expecting a ***lacement. I called the company to troubleshoot their equipment that stopped working. They sent one to themselves (I did NOT receive), then they sent one without our suite number and *** could not deliver and it was returned to sender so once again (I did NOT receive), then they sent a defective equipment that did not work. I called the account *** and he worked on it for hours and it still did not work. Finally they sent another one that worked immediately so it's not the water or a user error as they suggest. I tried to call them numerous times and email them and they never called me back or email me back. A business should communicate with their customers but that was not the case here. The only reason they sent a ***lacement is because I filed a complaint with BBB. So I appreciate BBB and I am very disappointed with FlavorX and the way they manipulate the facts and treat their customers. 
  Sincerely,
  
  Ban Alattar