Complaints

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered NES miHealth device manufactured by NES Health on 9-22-2022 from ***** Detox, www.myersdetox.com, ************ and paid $4,200. Business to provide working miHealth device with consult.Device received *********. Device would not charge; notified customer service at ***** Detox starting ********. Returned device for repair twice with no resolution. They claim I damaged the device even though it never worked correctly. Have tried repeatedly to resolve this but NES Health takes no responsibility for the defect and ***** Detox will not help with further repair requests or refund my purchase price.***** Detox Order Number: ***** NES Health order number: ******

  Business response

  04/14/2023

  NES Health is a business-to-business company that provides products to our wellness partners to distribute to their clients. ***** Detox is a business partner of NES Health, with whom ********************* is a client. 

  Since we are a B2B, we worked directly with the ***** Detox staff to troubleshoot and remedy the issue. We initially sent ***** a battery to rule out the possibility of a faulty battery. ***** sent her device to our company for a diagnostic in October 2022 stating that her device was not holding a charge. NES Health provided a return label to send in her device at no cost since it was still under warranty. ***** had stated to ***** Detox she would like a refund, however, the device needed to be inspected to determine the cause of the issue. 

  It was determined that there was damage to the *** port that was not indicative to be a manufacturer defect but was user damage. Because this type of damage is not covered under the warranty we could not issue a refund. ******************************************************** (Section 9). 

  A new employee in our ********** region intercepted a message from ***** and relayed misinformation stating that it could be fixed by our company. This company miscommunication was handled internally and was again relayed back to ***** Detox.

  In February 2023, we received another email from ***** Detox following up stating that ***** is asking for another battery but confirmed that this would not solve the issue. Once again, it was confirmed that Carols device had signs of user damage and it is recommended that she purchase a new device.
  

  
  
  

   

  Customer response

  04/19/2023

   
  Complaint: 19576764
  
  I am rejecting this response because:

  Your response simply repeats what I already heard from you.  As evidenced by my first email on September 2, 2022, less than a week after receiving it, the device NEVER charged.  I did NOT cause the damage that the device had when I first received it.  Your "attempts" to fix the issue were not done in good faith.  The technician simply did not know how to fix it and thus, decided I had to be blamed for it.

  Any business with any integrity would not allow a customer to spend $4,000 on a device that never worked.  Whatever the device costs you, it would be in good faith for you to either refund my money or send me a new one.

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

  Business response

  04/21/2023

  Our NES Health technician assesses and repairs dozens of devices per month. He is well trained and skilled with how to spot differences between manufacturer defects and user damage. Devices that are not repairable are also reviewed by our Logistics Director. All of repairs are done in good faith when it has been determined to be a manufacturer defect.

  Please refer to ********************************************************, Section 9.

  Customer response

  04/24/2023

   
  Complaint: 19576764
  
  I am rejecting this response because:

  Whatever you say, the device did not work in the first place.  I will never accept your version of things.  I have many, many devices that charge in the same way this one does and have never had this kind of problem.   If the *** port was this easily damaged, it wasn't a good quality *** port in the first place or you sent me the wrong charging cable which damaged it.  Also, if I damaged the port, why didn't the technician tell me this in the first place instead of sending it back like it had been fixed? And of course, it still didn't charge.   It is still your responsibility to make this right. 
  
  Sincerely,
  
  *********************

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