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Proovtest complaints

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9841 Waterstone Blvd
Cincinnati, OH 45249 | Get Directions

(513) 677-1888

http://www.proovtest.com

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Total Amount in Dispute:
$243.00

Total Amount Settled:
$0.00

Complaint Experience

0%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

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Complaint Closing Statistics

1 complaints against Proovtest closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Proovtest

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4/21/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $243.00 Amount Settled: $0.00

Customer Complaint

3/1/2024

I purchased 2x Complete tests on 24 November 2023, costing $243. These tests are faulty as they are giving me the same result for one of the values no matter which time of the day or night I test and that is not possible. When I contacted proov support they basically told me I was wrong in every way and they (I think the CEO) most recently wrote an email without signing off their name so I don't know who wrote it and I am already upset and distressed about this interaction and that upset me more. I told them that was rude. But I still asked them to send me 2 strips so I could compare against the tests I have to confirm they are faulty. I said I would pay for the 2 strips and postage. They never replied and instead did the below. I then posted a comment on their Facebook forum asking for help and they deleted it today stating "Jaklina, rude to admin". So they have the power and are exerting it to punish me for asking for help when they have been the ones who have been rude.Now I want a refund. They won't help me. They are trying to claim their tests are 100 accurate which isn't possible and they are exerting their power preventing me from asking for help on their forum from others. I have no other recourse than to make these complaints because their CEO is arrogant, rude and unhelpful and punishing me for making a complaint. They do not want me to show that their tests are faulty, so they won't do anything to help me. Resolution Sought I now want a refund after being treated so poorly by this company and their CEO in particular.

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Company Response

4/8/2024

We were very aware of this consumer, Jaklina. We had dialogue in the summer of 2023 that went fine. Then this fall, she purchased 2 more of our kits and chatted with our small support team and myself, the owner and CEO, many times. Protocols weren't being followed for proper use of the product and when we advised or gave feedback and recommendations, we were met with disagreements and hostility. We tried to help her and show her the data was accurate. Eventually after much back and forth and in an effort to "agree to disagree" I shared that our feedback was just not what she wanted to hear. Free kits were sent with further support and recommendations but weren't met with trust or belief in what we were sharing. These emails eventually turned into threats to slander our name and product wherever she could. At this point, I need to protect my team. All of the communications is documented, even where she said she did NOT want a refund. By this point, she informed us of her desire for us to admit our test results were wrong (Which they are not). She eventually turned abusive to both myself and our staff so we made the choice to stop communication. She then followed through on her threat to find every outlet she could to give us a negative review. Unfortunately as a business owner in a very sensitive, personal space, sometimes we encounter situations like this. We do our best to work with, support and resolve issues for all Proovers. Our intent is that they can gather knowledge to use when they reach out to their doctors and advocate for support to help them reach their family goals. Thanks so much, Amy Beckley, Owner and CEO of Proov

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Customer Rebuttal

4/8/2024

This is untrue. So unethical of them to lie. I followed protocols before and I followed the same protocols with the faulty tests and I advised them they were faulty, unfortunately they were rude to me and told me their tests are not faulty "just because I didn't like the result". They cannot claim their tests are 100 accurate as that is not possible. When I alerted them to the fact that I believed the tests were faulty and asked them to send me some new tests (3 strips ) to compare, which I would pay for (including the postage), they NEVER responded. I initially said I didn't want a refund, I just wanted the extra tests but after they refused to send me the 3 strip tests, then I wanted the money back because they were (a) flat out refusing to acknowledge the tests could be faulty (b) flat out refusing to send me 3 measly tests strips to check the veracity of the ones I had (c) would no longer help me despite their PR stating they resolve things with a few days (d) removed my post on their Facebook forum asking participants if they ever had faulty tests & the CEO removed it. It's my right as a consumer to post about my bad experience with them, not a threat.

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