ComplaintsforKey View Labs, Inc.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi so sorry thank you for getting back in touch so quickly. My name is *** ******* XXXXX Old ******** *** ****** ** XXXXX. My mom's name, ******* customer, ****** ******* XXXXX XXXth **** ** *** *** ****** ** XXXXX I hope this works....*** Hello a very nice lady named Shelly asked me to use this forum as a way to post an official complaint against a local company. Your website only wants me to do a review and won't connect me to a complaint page, so this is it. The company is Key View Labs INC. or Procera. There address is 1509 West Cypress St. Tampa Fl 33606. My mom, ****** ******* (customer, 90yo with dementia) whom I'm writing this complaint on behalf of, bought product from Procera in Dec 2021. When product arriver she didn't remember ordering and had me (son) send it back. I contacted Procera and was told upon receipt of returned product her credit card would be issued a refund. I have UPS shipment and notification of delivery receipts, delivered 1/14/2022, and no refund was issued after a couple of weeks. That's the start of things. I again contacted Procera, Phone # XXX XXX XXXX and talked to Erica and was told, YES product was received and was told a refund should have been issued and now will be issued; 2 weeks later no refund. Now middle of Feb called again, talked to Erica, same story, oh some glitch, refund will be issued tomorrow. Again no refund. Called a third time, same thing. Called again on Mar. 28, and Erica said billing issued a check, usually we do credit card refunds, but instead we issued a check on Fri March 25. NO REFUND CHECK. Called again Thur. April 7 told Erica no check arrived. She put me on hold to check with billing; or so she says; after a period on hold the music stopped, line was quite then a click and busy signal. DISCONNECTED! I tried calling back repeatedly until close of business and only got voice mail. Tried again this morning, 4/8, voice mail again. This company has a D- rating with you. One person on your site's complains is of harassment phone calls an a refund TAKING FOREVER. THIS is my complaint, unwillingness to issue a refund after admitting one is due! I hope this wasn't to long, I was told to provide as much info as possible. Thank you for your attention on this matter. Procera is a scumbag company and should be reprimanded. Any further insight or guidance would be appreciated Thank you so much for your time *** Contact: *********@comcast.net Hm. XXX XXX XXXX cell XXX XXX XXXX

  Business response

  05/02/2022

  Consumer Response /* (2000, 9, 2022/04/28) */ This is a verbal reply taken by BBB: I called sales off the number from the flyer, they knew who contact in upper management to resolve my issue. Customer service was not responsive and it took 3 months to resolve with a different department that happened ot know who to talk to. Within 3-5 days they refunded the full amount.

*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. ↩