Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My body has been diagnosed with ******** Dr at Columbia.ssid ti get this device I paid upfront and now no one is willing to cover the cost. The outcome is I cant walk.

  Business response

  07/12/2024

  As we share on cionic.com/faq and throughout our website, FES devices for mobility, including the Neural Sleeve, are considered experimental by insurance companies and coverage is determined on a case-by-case basis. If a customer elects to submit to their insurer for coverage, CIONIC supports these efforts with information on the company, product, order information, and/or payment history if requested by the customer or insurance company. As a courtesy, we offered to provide information directly to this customer's insurance company, however the customer has not provided the contact information for the person at his insurance carrier who requested more information. We have also provided other potential resources for him to seek alternate funding. All CIONIC customers initiate a self-funded, pay-as-you-go/cancel-anytime policy, and if the Neural Sleeve is no longer a fit for any customer for any reason, they can cancel the subscription and remaining payments are also cancelled.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered an agreement for $200.00 for 12 months, for a medical device that helps me to walk better, due to complications from MS. I am currently on SSI. Social security estimated my wife's income 3 months in a row. Because they estimated that she made more than she actually made, they took away 90% of my income. I was able to manage for a while, but I did miss my February 2nd payment. I have made my March 2nd payment, and My April 2nd payment, and intend on making EVERY payment until I have satisfied my obligations. However, they have restricted my access to the app that controls the device, and by way of email, informed me that while I will be paying for this device until the end of the year, I will not be able to use it until, the end of the year, because it is hard for me to grab $200.00 out of my current situation. I absolutely understand that I missed a payment, but before I contacted them I expected to receive some sort of assistance or a resolve, but instead was informed that money was priority in this situation.

  Business response

  04/12/2024

  At CIONIC, we value our customers and take all customer feedback very seriously. After receiving this feedback and investigating the matter further, we worked directly with our customer to facilitate a solution that provided the desired billing timeline while enabling continued access to our product within company policies. We are grateful that our customer took the time to voice their concerns and glad that we were able to work together on a solution. We are always available to work with our customers on any concerns or challenges they are facing.
  

  Customer response

  04/13/2024

   
  Better Business Bureau:
  

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is gracious to me.
  There was an very prompt and courteous response.  I am grateful and am  very pleased with this product, the customer service, and the prompt response from the company!
  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. ↩