Complain about a product or service

Cybersonics

"Free" Brush Replacements

Albert of Chicago (1/24/02):
I contacted Cybersonic on November 27,01 and requested my replacement brushes as promised in the T.V. advertisement. They charged my checking account on Nov. 30, 01 and promised that they would rush my brushes right out, it did not happen. I called them five times and spoke with five different customer service representative with each one saying that they were sorry and they would rush the replacement right out.

Well it's now January 24, 2002 and I have yet to receive anything except a recorded message reference Christmas and suggesting that I call back later.I tried to contact them on the internet but got a error message when I tried to submit their own form.

I purchased this product because of the promise of free replacement brushes (which in itself is untrue because you have to pay shipping and handling with each replacement) and the recognition of the celebrity involved. My brush handle is completely loose and will not remain on the power handle and also the brush head bristles are completely crushed, rendering them unusable. So not only is my money for the shipping and handling been taken but I am frustrated and can not clean my teeth properply without the brushes. This my result in higher dental cleaning bills and other dental problems.

Albert should get to know dental floss. No celebrity, batteries or long-term payment needed.

Sarah of Asheville NC (1/23/02):
This company promises replacement brushes sent to you automaticallly, every 3 months. The toothbrush is useless without brushes. I've been trying to get brushes since March 2001. It literally takes hours to reach them by their 1-800 number. I called 5 times and each time was promised they would send the replacement brushes. It never happened yet I was charged twice for the mailing/handling fee. They do not answer complaints sent to online customer service.

I can't use the toothbrush without replacement brushes. In order to reach anyone you have to stay on the line from 30-45 minutes. They always say the brushes are in the mail. But they never arrive. Very frustrating. I want a refund!

Roger of Portland OR (1/1/02):
I ordered the Cybersonic Toothbrush system off the TV. The order came with lifetime replacement brushes every 3 months after paying shipping and handling. I ordered my first set of replacement brushes 4 months ago. I never have received them and have contacted Cybersonic Toothbrush by phone, letter and email. They deny receiving payment but I have a canceled check which I have faxed to them. In my last response from them they are still claiming that they have never received my check and now they want my credit card number.

I can no longer use this product without replacement brushes. I am out $108.00 now and am spending more than the original cost in time and expense to get the replacement burshes. It is very frustrating to me that I can no longer use this expensive product. Reading the sonictoothbrush website I find that this is a common problem with this company. They tell everyone the same story and do not respond to any customer complaints.

Linda of New Haven CT (12/26/01):
I purchased two toothbrushes after seeing the infomercial and after receiving them decided they were not what they advertised. I called the company and after many attempts, reached a human being who ran me through a process that was absurd in order to return the product to the company. After following the process completely, including routing numbers, box numbers and standing on my head in the middle of a snowstorm in the desert, I returned the brushes for which I never received credit and continue to receive tooth brushes sometimes twice a month for which I am being billed $6.95 which isn't bad considering they were free for life and I no longer have the brush to use them.

You can't get the sonic people and when you do they promise to call you back within a week (never heard from them yet) and the last poor kid I had on the phone credited me the $6.95 and promised to stop the brushes, and yesterday I receive 2 more and a charge on my credit card for 6.95, How Frustrating! Shame on you Robert Urich!

Pepito of Carson CA (12/24/01):
I bought 2 sets of Cybersonic Toothbush from Stone Co. of Visalia and Torrance, California that advertize FREE Brush Replacement. Cybersonic will NOT honor the free replacement since I bought my units from their authorized sales representative and NOT from Cybersonic.

I will have to pay approximately $20 every three months for life to use this system. I will have to pay approximately $2,400 for the period of 15 years for two system.

Diana of Agoura Hills CA (12/5/01):

I bought the sonic toothbrush in good faith on June 7, 2001. It was not the one I ordered from the TV. The one advertised has a back on the charging stand. I have been trying to get touch with the company until today December 4, 2001. My complaint is that the attachments keep flling off the charging stand.

I was suppose to receive free replacement toothbrushs every three months. I have not received any replacement as of yet. I also keep calling the number on my credit card statement 800-432-3254 and you can never get though. I stood on the phone waiting for someone to answer for over 1 hour and a half and then I was disconnected. I just wanted to see how long it would take for them answer the phone. When they sent the toothbrush to me it had no shipping slip or no return address for me to write to or send it back. Everymonth they have been charging my credit card it is now up to $98.53.

I was told by my credit card company that if I cancel it all my other monthly payments with other companies will also be discontinued and I will be late on my payments.

I never order from TV advertizement but I thought tht since the movie star Robert Urhich was advertizing the product, that it would be OK to trust him.

Nina of Stone Ridge, NY, writes:
I ordered and received a Cybersonics toothbrush from the manufacturer. I had also signed up for a program to receive replacement brushes every three months. This was in November. Despite their having my credit card on file, AND my having telephoned them four times since November, I have yet to receive the brushes. I cannot use the unit if I don't have brushes. To me, this constitutes fraud -- although I suppose I should consider myself lucky because I did receive a unit from them (unlike some other poor customers).

However, my complaint still stands: I cannot use the unit if I don't have brushes. I am nervous about their having my credit card on file if they don't honor their promise and if I can't get through to a real live person some of the times when I do call.

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