Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this coming every day for a week for an issue that has occurred for months. On the 7th day that I do the exercises on their app to help with my lower back, I get a message says I am up to date on my exercises, yet I hadn't completed the exercises that day. My therapists want me doing them every single day and on the app it even says the exercises are for 7 days a week. I brought this up to the company and at first they wouldn't even send it to the developers saying that some things they just can't try to fix and will just take it as a suggestion, not caring that their app isn't working right. Then they finally told the developers, but the very next day stated the developers couldn't recreate it. Of course they couldn't recreate it since it hadn't been 7 days. They won't listen that it's every 7 days, not every day. Either that or English is a second language and thus they don't understand what 7 days means.A manager then took over and blasted me when both he and the lady were rude to me by not listening to the issue, which I had also sent them a screenshot of exactly what the message stated every 7 days. He also blamed my phone when it isn't an issue with my new phone. In fact the issue has happened on two different phones, which proves it's an issue with their app that needs to be ********** can't recreate an issue that happens every 7 days in 1 day.I am available after 6pm Eastern due to work or much easier through email.

  Business response

  03/08/2023

  Thank you for your outreach to MedBridge and flagging this issue. It has been identified for our development team, including involvement of our android application team. We are still in the process of duplicating the error you have flagged, but have confirmed that the error is limited to a small subset of users and should not prevent continued use of your exercises or programs while we seek a permanent fix.

  
  We will continue to work on correcting this error and apologize for any inconvenience the notification causes in completing your exercises. We appreciate all of your assistance in letting us know about this issue. MedBridge remains committed to the best possible patient experience, and we appreciate your patience with our application as we seek to resolve the error.
  
  Tell us why here...

  Customer response

  03/08/2023

   
  Complaint: 19442701
  
  I am rejecting this response because: It has not been fixed and this is an issue that needs to be fixed. They have not contacted me regarding this any further in weeks. The last time I spoke with them they asked for the name of the company I use for physical therapy and the exercises I am using on the app. Then they got angry at me stating I wasn't giving them the information asked and stated they would not be helping me any further. I copied and pasted the information they asked for again. They had the development team look at it in one day and blamed my phone when I used it on two phones proving it isn't my phone. It is impossible to check something that happens every 7 days in 1 day, which is what this company did. Management was rude and attacked me personally.
  

  Besides the issue of every 7 days it telling me I have already done my exercises it also gives me a close app error (many have mentioned this in the reviews for years) or can select wait and then it corrects itself, the app only shows the person doing one side of the exercises (they wanted the exercises I do and I provided it to them twice with no response), the app doesn't tell you how long to hold things and for some exercises like the door walkway you can't look at the app in order to do it. This app is a disaster and they refuse to fix problems and refuse to even communicate.
  
  Sincerely,
  
  ****** *************************

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