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Business Profile

Medical Equipment

LifeScan Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/05/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered medical supplies on 22nd November. Till now there is no shipping information updated on the website. When I send email to customer care, there is no response. Also when I call customer care, they give vague response saying there was IT problem in the warehouse after two weeks of continous followup. The live chat on website closes abruptly without anyone responding after 2 minutes.

    Business Response

    Date: 01/05/2024

    Good day 

    Please accept our apologies for the delay in this matter.

    The request for feedback relating to this complaint was issued to our head office in Mavern PA, which was not open over the festive period. Since re-opening, the complaint has taken a few days to reach the correct department. 

    I have reviewed the complaint and communication wish Naresh and attach it for your perusal. During the early part of December the EDI exchange between our ordering system and our warehouse and logistic provider's systems faced some issues, which did indeed result in a delay of orders being completed, and a delay in tracking information being transmitted back to our CS agents. However, goods were confirmed as delivered before Christmas and our CS agents advised the delivery and provided a link to the tracking information. We have not since heard from Naresh and as such consider the matter closed. 

    Thank you

    ***************************;

    Commercial Operations Manager - OneTouch Solutions   

    Customer Answer

    Date: 01/18/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    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. 



    Regards,



    ****** *****

  • Initial Complaint

    Date:01/05/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Case Number: ******** On 08/10/2022 I purchased a blood glucose monitor from ********* (Onetouch Verio Reflect ). I paid $29.58 in addition to tax. I found that my health Insurance Company does not cover this type of monitor. I went back to ******* store to return it but they told me there is no return on health products and I have to contact the manufacturer to arrange for return. I called Lifescan and they sent me a return kit with instructions and a prepaid box having a return address on it. I mailed them the monitor in its original unopened box on 08/19/2022 in their return box. They mentioned that the refund will be issued within 8 weeks. It has been more than 18 weeks since I made the return. I called them 3 times and the last call was on 12/11/2022 at 10:04 am and each time they told me they will issue a refund. Please the case number they provided me with is: ********

    Business Response

    Date: 03/09/2023

    Regarding Better Business Bureau Complaint ID: ********, our first contact with the customer was made on August 11th, 2022. During that interaction he informed us that he would like to receive a refund for his product, a OneTouch Verio Reflect blood glucose meter.  The call was documented in our system under the case number ******** and the process for the refund was started as per our internal procedures.  

      

    Per our instructions, the customer sent the products back to us on August 19th, 2022. On November 11th, 2022, the customer contacted us back to receive an update on the status of his refund.  During that call he was informed that we had not yet received his products back and was advised that we required a timeframe of 90 days in order to allow the products to return to us.  The customer contacted us back on November 21st, 2022, 10 days after his last call, to get another update.  At that time, we still had not received his products back, but proceeded to honor his refund in good faith. We have record of a call from the customer on December 14th, telling us that his refund had still not been issued. Our representative told the customer the case was going to be escalated and through internal investigation we found that due to the holiday season & some difficulties with processing, it took longer than anticipated to complete. According to our records, the customer’s refund was processed & a check issued to him as of December 29th 2022.

     

    As of today’s date, we have not heard back from the customer, so we are unable to confirm if the check was received by the customer. We consider this matter closed.

     

    Sincerely, 

    LifeScan Customer Care 


  • Initial Complaint

    Date:08/10/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the IP address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to. I will accept NO other response than what is stated above.

    Business Response

    Date: 09/15/2022

    Good afternoon. We hope this email finds you well.

    On August 25, 2022, we received a letter from you / BBB regarding Complaint ID: ********, seeking a response, (see document attached).

    Please note that we also received an email about this same complaint on August 12, 2022, (BBB Complaint Case ID: ********. As requested, we deleted the customers personal information from our systems. Our response was posted to the BBB website on August 17, 2022. According to the timeline, the case was closed on August 19, 2022, as we completed the customer's request.

    We believe all requests have been addressed and consider this customers case closed. However, if there are any additional actions or follow-ups you need us to take, please let us know.

    Thank you,

    OneTouch is committed to providing customers with quality products and caring service. Our OneTouch Customer Advocates can be reached at ****************, Monday through Sunday, 8 a.m. to 8 p.m. EST. You may also visit us on our website at www.onetouch.com. 

    Sincerely, 

    OneTouch® Customer Care Team 

LifeScan Inc is NOT a BBB Accredited Business.

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