ComplaintsforHealthCare International Inc

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My company ordered a SCI fit device from this company. We trialed it for a bit, and paid the invoice, but found out shortly after that it was not safe for our residents. We did end up returning the product. I am aware that there is a fee involved if the product was returned. The company did try to make us pay the fee, but never returned the $3,999 that they owed us. I have contacted them numerous numerous times, and they are always "Looking into it"...but no one ever has an answer as to where our $3,999 is. This happened in 2021, and 2 years later, we still do not have our money back. We are a skilled nursing facility trying to provide the best possible care to our residents, and it is a sad shame that this company takes advantage of situations like this.

  Business response

  05/23/2023

  This PO was shipped on a Net 30 PO, we do not show the "returned item" was ever paid for. 

  Please check if the check was cashed and provide the date. We do not see it on our end. 

  If this is the case then you would owe us the 25% restocking fee and the return shipping fees totaling $1,349.75.

  *****

  Customer response

  05/25/2023

   
  Complaint: 20089889
  
  I am rejecting this response because:

  I have sent this information to the company several times.  

   

  The check was number ***** it cleared the bank on 10/21/2022.  They will owe ** $2649.25.

  
  
  Sincerely,
  
  *******************************

  Business response

  06/06/2023

  Thank you for the reminder, we looked into it further and then confirmed with our book keeper this was in fact overlooked.  The refund check was issued for what was owed after the return shipping and restocking fees.

   

  *****

  Customer response

  06/07/2023

   
  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,
  
  *******************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/6/22, I purchased a PTX Gym Folding Functional Trainer from HealthCare International for $1,995, order number HCI-SHOP4342. In February 2023, during my workout, welding one of the pulleys broke and the pulley came off completely, flying toward my face. Fortunately, it didnt hit me. On 2/22/23, I tried to contact the company by phone with no avail. Then, I tried to contact them by email with pictures of the damage. A few days later, they finally got back to me and shipped me a replacement piece. When I got the part and had my trainer putting it together, he commented that the replacement that HCI sent was for the right side, not for the left one. I contacted HCI again in March. They recognized that it was their error and said that they are shipping me the correct part. On March 23, they sent me an email with a tracking number. I have never received the part and, now, cannot get the company to respond. The tracking number (******************************************************************************************) doesnt indicate that the correct part was shipped.

  Business response

  04/28/2023

  I saw your email this week.

   

  We will reply ASAP.

   

  *****

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased from GymPros but sent direct from HCI. I paid over $3,000 for brand **********-step recumbent linear cross trainer. The box was undamaged but the seat was broken and the steel plate it attaches to was bent in and to the right. It is supposed to withstand regular use of a person up to 500 pounds so the seat and plate it attaches to had to have taken a very intense amount of pressure - perhaps dropped from up high or crushed? My conclusion is that either they are highly unethical and KNEW they sent a damaged machine or unethical in that they are refusing to refund me and take it back or replace it with a brand new undamaged machine. Either way I believe them to be highly unethical.I have spent MONTHS trying to get this resolved. I paid for a brand new, undamaged machine. That is not what they sent me. They sent me pieces to replace on it and I have had to take pictures and video with sound with sound and send them and I am getting nowhere.I have severe low back pain on the right side from the wonky machine. It is also very clunky, noisy and sometime sounds like something inside is cracking. They had me send video and claim it is black. I asked for someone to come out but the service mgr is on paternity leave and nothing happens. I am sick of this. I spent THOUSANDS of dollars on garbage they won't take back and refund.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am the Administrator for a specialty medical practice in ********, **. Our practice performs cardiac stress tests on a specialty treadmill that interfaces with CardioPerfect software.We purchased a treadmill from Healthcare International, *** on December 6, 2022 for $6,799. We then purchased assembly and set up from the same company for that treadmill on December 13, 2022 for $699. Before making the purchase, my Stress Test Technician spoke via phone and email to verify that the machine would be compatible with our current CardioPerfect software. She was assured it would be "plug and play"- it was definitely compatible and once the cords were connected, we should be able to use it immediately . The machine was advertised to have a 30 day money back guarantee. The treadmill was delivered and assembled on January 5, 2023. The machine arrived with dented rail and ripped skid tread on the outside of the belt. The tech that delivered/set up the machine was unable to get the machine running with our current software. Since Jan 5th, we have been going around and around with HCI trying new cables, changing inputs- during regular business hours and after hours. Another cable was supposed to arrive last week but it has still not come and the tracking number is not valid. Have spoken to 5 or 6 people and no one knows what's wrong.The machine still will not turn on or run in any capacity. They have never answered the question how they would address the damage done before delivery. We have repeatedly asked them for information about returning the machine and we were told we would have to pay them a 25% restocking fee and full freight charges for the return.I sent an email this Monday telling them they need to provide return info and we would not be paying their restocking fees since the machine has never run in the month we have had it. They are now not responding to emails.I am able to provide receipts and weeks of email correspondence about this issue

  Business response

  02/08/2023

  Hello-

  After the treadmill was delivered and installed it was brought to our attention that it was not functioning properly.  In the case that a treadmill malfunctions after it has been installed, we send a technician to repair under warranty.  We sent a tech out to diagnose the issue, and the part was shipped to the customer.  We are waiting on the customer to schedule the return visit.  This new part should solve the issue.

   

  If we cannot get the treadmill in working order we will remove it at our cost.  If the customer refuses the second tech visit and repair then we will have to charge the customer the standard return fees to remove and return the product.

  Also, I have already communicated this to the customer.

   

  *****

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

  Return Policy:-per our website where treadmill was purchased - *************************************

  
  We offer a 100% customer satisfaction ****** guarantee.  Customer must pay return shipping and a 25% restocking fee. All packaging must be intact, and the product returned in good condition. HCI Fitness reserves the right to make final determinations of all returns.
  Please call ************** or e-mail us at ********************* for a *** (Return Merchandise Authorization) number prior to shipping your product back to us. Products will not be accepted without prior authorization and the *** number must be written on the box.
  Returns must be sent to HCI Fitness at the owner's expense. If applicable, white glove assembly costs will not be refunded.
  Packages must be returned freight prepaid; we do not accept C.O.D. deliveries. We recommend insuring the package. All returns must be in the original packaging and in a re-sellable condition in order to qualify for a refund.
  Please call us or email as soon as possible to ensure the quickest handling of your request. You are responsible for the return shipping charges.

  Customer response

  02/14/2023

   
  Complaint: 18964461
  
  I am rejecting this response because:

  Your technician has been out to our office 3 times since the initial install. Twice because of new cords you wanted us to try and once with a software update that you wanted to try.  I also ordered a specific cord when the machine did not work upon instillation because of a recommendation from your technician. After 4 attempts, the machine still does not work. You are misrepresenting the situation. We are beyond the point of any reasonable expectation in regards to continuing this exercise. 

  You respond in email to the items you wish to discuss and completely ignore the items that would have the company take any responsibility. Damage was done to the machine upon instillation and despite repeated attempts to have that addressed, every mention or question in regards to the damage has been ignored by HCI. There is a long evidentiary email trail on this issue.  When your technician has been to our office since the initial installation, the machine has been flipped over and further damage done.  See the attached photos.  The only thing that has come of return trips by your technician is further physical damage to the machine.

  We are owed a refund in full.

  
  Sincerely,
  
  *********************

  Business response

  02/17/2023

  Sorry, we have deviled the product and you have the part there to get it in working order. So you are refusing the service. 

   

  If you want to return the unit there is a standard return policy as posted on our website, let me know how you would like to proceed.

   

  We offer a 100% customer satisfaction ****** guarantee.  Customer must pay return shipping and a 25% restocking fee. All packaging must be intact, and the product returned in good condition. HCI Fitness reserves the right to make final determinations of all returns.

  
  Please call ************** or e-mail us at ********************* for a *** (Return Merchandise Authorization) number prior to shipping your product back to us. Products will not be accepted without prior authorization and the *** number must be written on the box.

  
  Returns must be sent to HCI Fitness at the owner's expense. If applicable, white glove assembly costs will not be refunded.
  Packages must be returned freight prepaid; we do not accept C.O.D. deliveries. We recommend insuring the package. All returns must be in the original packaging and in a re-sellable condition in order to qualify for a refund.
  Please call us or email as soon as possible to ensure the quickest handling of your request. You are responsible for the return shipping charges.
  ************

   

  *****

  Customer response

  02/27/2023

   
  Complaint: 18964461
  
  I am rejecting this response because:
  

  Before we could consider having your technician return for yet another visit, I want to have in writing how you will address the physical damage done to the machine.  Another visit will mean more damage.  This matter continues to be ignored. We did not order a damaged machine and we did not cause the damage.  Damage was done by your technician. How will we be compensated?

  To consider, I would also need to have in writing that you will issue a full refund for the machine as well as the $699 installation and set up fee if this visit does not resolve all function issues.  We are not getting what we paid for.

  
  Sincerely,
  
  *********************

  Business response

  03/22/2023

  There have been many may emails sent, I was trying to send the tech to get the unit working ASAP which the cusotmer is refusing and then I planned to send the non slip tape and rail or touch up paint to repair the cosmetic damage.  

  Customer response

  04/05/2023

  Better Business Bureau,

   

  The following is my response to the last message sent by the merchant, HCI.  Case #********:

   

  Touch up paint will not fix dents or ripped treads.  You should be willing to take responsibility for damage done by your technician. There was still NEVER anything put in writing as to your willingness to issue a refund and take the machine back if your techs return for the 4th or 5th time would not resolve the issue. If you were confident the new part would fix  the issue, you should have no problem putting it in writing. You continue to take zero accountability and as someone who runs a business myself, I find it repugnant.

   

  It is no matter.  After complete review of all email/written correspondence and photographs, **** has decided that we are owed a refund and we have been reimbursed in full.  If you havent been notified yet, Im sure you will be hearing from your merchant services regarding the chargeback to your account.  Its ridiculous that it took **** to make this right.  Shame on you.

   

  The treadmill is yours and I am happy for you to have your tech come and pick it up.  More than 3 months wasting space in my office is more than enough. If I have not heard from you in 10 business days to schedule to pick up, I will dispose of the machine myself.

   

  BBB, you may close this case and **** it resolved by ****.

   

   

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

  Administrator

  DYSAUTONOMIA CENTER, LLC

  Ph: ************ office

  Fax ************

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

   

  The information contained in this transmission may contain privileged and confidential information, including patient information protected by federal and state privacy laws. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution, or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12 , 2022 I found this company online and contacted them via email. I stated that I was looking for an authentic Monark stationary bike seat. ***************************** told me that it was and the cost was $100 plus $20 shipping. I purchased the seat and when it arrived it wasnt a Monark seat and it didnt fit. I asked for a refund and ****** said the sell was final. I paid an additional $25 to ship the seat back to him. Now he has my money and their seat and hasnt refunded my money. Healthcare International is misleading clients by offering ************* as authentic bike parts. I want a refund of the$100 and $20 shipping and $25 shipping to sent it back because I was lied to. I have several emails to prove that I asked if it was a Monark seat. I have the receipt for shipping to return the seat and the order form for the original sale.

  Business response

  08/31/2022

  Hello-

   

  I was able to locate the retuned part in the warehouse.  We can make an exception to the all sales final policy for parts purchases and refund you only for the cost of the part.

   

  We are the exclusive North American Distributor for Monark products and we sold you a Monark seat.  Perhaps you have a different model of cycle as the one you ordered it for.  

   

  Thanks,

   

  *****

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a physiostep pro on 12/10/2020. It proceeded to stop working in the spring of 2021. I first contacted HCI regarding the machine not functioning correctly on August 16. I exchanged several emails with them in August and Sept. A technician was supposed to come out to fix the machine. We have discussed and I have attempted some quick fixes at their guidance and recommendation but it has not caused the machine to function properly or usefully. I had to follow up again on 11/3/21 as no technician had come. I talked to ***************************** again in the warrantee repair department today 4/8/22 and he said he would have to look for a technician again giving me the impression that they have looked not finding anyone to come out so they haven't gotten back to me and put my case aside. At this point I have given them adequate time and patience in fixing this machine that has broken down quickly under minimal use but whom do not seem to want to honor their product warrantee. Their phone number is : ************ and email is ******************************* I have emailed with ******************************* who apparently reponds to email cases on-line and then I have emailed and spoke with ***************************** who organizes repairs.

  Business response

  04/11/2022

  Hello-

   

  We have a service call scheduled with *************** for about a month out - it was their first available in his remote area.

   

   

  Customer response

  04/11/2022

   
  Complaint: 17006248

  this reply doesn't address my compliant.  Nothing is scheuduled with us to have this machine serviced. 
  
  This area is ***** minutes off the I 5 corridor but would hardly be called remote. 

  At this time nothing is scheduled and there is no evidence someone is coming out.  

  Sincerely,
  
  ***********************

  Business response

  04/13/2022

  The service company name is *************** - we were told they called you and left a message.

   

  Craig Maheran is the manager we are working with there.

   

  Here is their contact if you would like to call them back.

   

  Address: 6248 ***********, *******, ** 98028
  
  
  Phone: **************

   

  Thanks!

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a physio step pro from this company 1/31/21//and have been trying to get it repaired. The company has sent out 4 technicians. They have evaluated the machine needed numerous parts or should been replaced. The company has chosen to do nothing. I have been patient trying to get this matter solved. As of Dec. I gave up and requested a refund. $4552.70 for the machine. and $222.50 to assemble. Again there was no response from the company.

  Business response

  01/10/2022

  Hello- 

   

  Please contact us directly *****- I believe your part needed is just on backorder.  There are many supply chain restraints due to covid etc.

   

  *****

  Customer response

  01/12/2022

   
  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,
  
  *********************

*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. ↩