Report: #1412947

Complaint Review: Nuga Best Canada in Airdrie Alberta Canada

  • Submitted: Tue, November 21, 2017
  • Updated: Tue, November 21, 2017
  • Reported By: Victoria — Edmonton Alberta Canada
  • Nuga Best Canada in Airdrie Alberta Canada
    1257 Highfield SE
    , other

Nuga Best Canada in Airdrie Alberta Canada Nuga Medical Company Ltd NUGA BEST Canada made promises for parts and now trys to make money off free parts that were supposed to be for me other

*Author of original report: MORE bad customer service from this Canadian Nuga Best Rep

*REBUTTAL Owner of company: Lie, Lie, Lie

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I wish to share a true story of the service that I have NOT received. I bought a 7000 NugaBest bed in 2012 off the FIRST Canadian rep. I paid a lot. In Feb 2017 this bed broke. I contacted the person who sold it to me who referred me to a lady named Nadia in Vancouver who referred me to Sergey of this business.

My first e-mails went unanswered until I made a post on line. Then he claimed he answered right away as it had been in 'junk' ?? Really? why would one not check 'junk' every day.

At first I had no issues other than slow service. He asked for my receipt and photos of what I needed. I complied. Sent pics of the circuit board and transformer. A couple of weeks went by and he called with news that the circuit board had arrived and to send him money to ship it. I asked about the transformer. He acted like he knew nothing about this even though clearly I had sent both pics. Stupidly I told him to hold the circuit board till the transformer came. I heard nothing for weeks. I e-mailed 4 times. Finally I went on line under his company and made another remark about his BAD service. Well lo and behold he then replied and asked for $295 for postage which I sent right away he mailed me the transformer. Well you would think everything was great right??

NO!!! he was out of the country till November and replied he would send the circuit board once he got back. I waited patiently. In November I e-mailed once, [no reply] again [no reply and yet a third time with no reply. All I wanted to know was when would he be back?

I went on line to make a comment and lo and behold he had blocked me. I had a friend make a TRUE comment for me and here is what I got back via e-mail from him

 EMAIL READS" Hi Victoria,

 I did NOT buy anything from Veronica or other people in regards of my business relations to Nuga best, even though I have no clue who that person is you referring to! You told me she sold a bed to you and I have no info how she got these products! Korean company has no info about this "dealer", therefore you might got the grey market bed with unclear history....thats why it has problem! Our beds dont brake, they are the most reliable product on the market for the last 15 years, no single complain in 110 countries in regards of failure... you can not find any bad reviews on the web!!!! So please make your mind correctly and act properly.

 As I told you before I have no involvement into your buying deal, but you and your friends started to tell to everybody about how bad my company is and that makes me unhappy reading such BS. Hereby I would like that you stop doing that, otherwise I will take some legal actions in regards of your steps and protection of my name and trust me it wont be cheap to you!

 As you first broke a deal with me on free repairing by spading bad info all over the globe, I also see no obligations to keep my promise. I was giving you a friendly hand to fix your product as I know how any electronics can be repaired and even sent to you our transformator thinking about your problem, but you decided that I own to you something and that is wrong position... But in general everyone takes own choices, so since now I wont come back to this topic again.

 In regards of the chip, yes, for sure I can sale one to you. The price for chip is $499 + tax and shipping. Please note, I do not guarantee that it will work for you as we are not aware about your product, therefore we will not honor any returns if such my requested later on.

 If you still want to proceed further, we accept any type of payments including vIsa, mastercard credit cards, checks and e-transfer.

 Nuga Best Canada/Americas



So now the FREE part that was sent to him for me is being held hostage and he wants $499 plus for it.. I now know that the 7000 NugaBest bed had 73 complaints against it and has been refused entry into the USA by Health USA. I have been advised to contact Health Canada at this point to have the new beds checked out as they claim them to heal. Can you believe this?

I can assure you he is not the first person to have these beds here as the 2012 beds were found to be defective. Will these new beds pass inspection with Health Canada? Be careful is all I am advising and if anyone needs proof that all I asked for were two parts they can contact me at This did not have to turn into a bad business transaction. If you wish to contact me to ask me about how I like the bed you may also do so. Thank You for reading this Victoria.


As further proof here is the 'warning' letter from the USA in regards to the bed I am trying to fix.

DEC 24, 2014
Jong Soo Lee
Vice President
Nuga Medical Co., Ltd.
73-1 Daessangryeong-Ri
Gwangju City, Gyeonggi-Do
Republic of Korea
Dear Mr. Lee:
During an inspection of your firm located at 73-1 Daessangryeong-Ri, Chowol-Myon, Gwangju City, Gyeonggi-Do, Republic of Korea, on August 25, 2014, through August 28, 2014, an investigator from the United States Food and Drug Administration (FDA) determined that your firm manufactures NM-7000, NM-2500, and NM-90 therapeutic heating and massaging devices. Under section 201(h) of the Federal Food, Drug, and Cosmetic Act (the Act), 21 U.S.C. § 321(h), these products are devices because they are intended for use in the diagnosis of disease or other conditions or in the cure, mitigation, treatment, or prevention of disease, or to affect the structure or function of the body.
This inspection revealed that these devices are adulterated within the meaning of section 501(h) of the Act, 21 U.S.C. § 351(h), in that the methods used in, or the facilities or controls used for, their manufacture, packing, storage, or installation are not in conformity with the current good manufacturing practice requirements of the Quality System regulation found at Title 21, Code of Federal Regulations (CFR), Part 820. These violations include, but are not limited to, the following:
1.    Failure to establish and maintain procedures for validating the device design, as required by 21 CFR 820.30(g). For example, your firm’s design control procedure, (b)(4), does not ensure devices conform to defined user needs and intended uses. Specifically:
a.    There are no requirements for documenting investigations of failures that occur during design validation.
b.    Your firm has not investigated design validation failures for the NM7000 heat and massage therapy table, which occurred between January 17, 2012, through January 27, 2012.
2.    Failure to establish and maintain procedures for implementing corrective and preventive action, to include requirements for analyzing processes, work operations, concessions, quality audit reports, quality records, service records, complaints, returned product, and other sources of quality data to identify existing and potential causes of nonconforming product, or other quality problems, as required by 21 CFR 820.100(a). For example, your firm’s corrective and preventive action (CAPA) procedure, (b)(4), requires CAPAs to be opened following data analysis, when issues are identified as requiring action. However, your firm failed to open CAPAs for six of sevenquality issues identified as needing investigation.
3.    Failure to maintain complaint files, and establish and maintain procedures for receiving, reviewing, and evaluating complaints by a formally designated unit, to ensure that complaints are evaluated to determine if they represent events that must be reported to FDA under 21 CFR Part 803, Medical Device Reporting, as required by 21 CFR 820.198(a). For example:
a.    Your firm’s complaint handling procedure, (b)(4), does not include requirements to ensure that complaints are evaluated for reportability.
b.    Your firm received seventy threecomplaints for the NM-90 heating belt, involving melting and/or sparking at the connector. However, your firm failed to evaluate these complaints for reportability.
4.    Failure to establish and maintain procedures for verifying the device design, as required by 21 CFR 820.30(f). For example:
a.    Your firm failed to provide verification procedures and reports/data for the temperature shutdown functionality of the NM-7000 device.
b.    Your firm’s temperature shutdown verification test utilizes a (b)(4)  to measure whether the current has ceased. Your firm failed to provide documentation that the test equipment is qualified. Your firm also failed to provide documentation that shows that the design output meets the design input requirements.
5.    Failure to establish and maintain procedures for the identification, documentation, validation or where appropriate verification, review, and approval of design changes before their implementation, as required by 21 CFR 820.30(i). For example, your firm has not implemented and recorded design changes and design change validation activities according to your firm’s design control procedures, (b)(4), for the following:
a.    Your firm did not implement and document a change in the type of fuse needed during the design validation, conducted in January 2012, of the NM7000 heat and massage therapy table.
b.    Your firm changed the design of the connector shape for the NM-90 heating belt from square to round, as noted in CAPA 140411-001, to address melting and/or sparking at the connector. Your firm has distributed devices with this change to five customers. According to your firm representative, your firm has not established a validation protocol for this change.
6.    Failure to establish and maintain acceptance procedures, where appropriate, to ensure that specified requirements for in-process product are met, as required by 21 CFR 820.80(c). For example, your firm’s in-process production testing records dated August 25, 2014, August 26, 2014, and August 27, 2014, contained pre-filled values for the reject quantity, prior to conducting the testing for the NM 5000P devices.
7.    Failure to develop, conduct, control, and monitor production processes to ensure that a device conforms to specifications, such that where process controls are needed, they shall include the approval of processes and process equipment, as required by 21 CFR 820.70(a). For example, your firm installed (b)(4) manufacturing equipment which included an (b)(4) and (b)(4). However, your firm has not performed and documented the activities related to installation and operational qualification of the (b)(4) manufacturing equipment, as required by your firm’s process validation procedure, (b)(4).
8.    Failure to document activities required under 21 CFR 820.100, and their results, as required by 21 CFR 820.100(b). For example, your firm failed to document the temperature regulator investigation and testing of the NM-90 heating belt for CAPA 120217-001.
Our inspection also revealed that your firm’s devices are misbranded under Section 502(t)(2) of the Act, 21 U.S.C. § 352(t)(2), in that your firm failed or refused to furnish material or information regarding the devices that is required by or under Section 519 of the Act, 21 U.S.C. § 360i, and 21 CFR Part 803 - Medical Device Reporting (MDR). Significant violations include, but are not limited to, the following:
9.    Failure to develop, maintain and implement written MDR procedures, as required by 21 CFR 803.17. For example, your firm stated that it does not have a written MDR procedure for reporting adverse events to the US FDA.
The eMDR Final Rule requiring manufacturers and importers to submit electronic Medical Device Reports (eMDRs) to FDA was published on February 13, 2014.  The requirements of this final rule will take effect on August 14, 2015.  If your firm is not currently submitting reports electronically, we encourage you to visit the following web link for additional information about the electronic reporting requirements:
If your firm wishes to discuss MDR reportability criteria or to schedule further communications, it may contact the Reportability Review Team by email at
Given the serious nature of the violations of the Act, devices manufactured by your firm, includingNM-7000 massage and heating table, NM-2500 heating pad, and NM-90 heating belt, are subject to refusal of admission under section 801(a) of the Act, 21 U.S.C. § 381(a), in that they appear to be adulterated.  As a result, FDA is taking steps to refuse entry of these devices into the United States, known as “detention without physical examination,” until these violations are corrected.  In order to remove the devices from detention, your firm should provide a written response to this Warning Letter as described below and correct the violations described in this letter.  We will notify you regarding the adequacy of your firm’s response and the need to re-inspect your firm’s facility to verify that the appropriate corrections and/or corrective actions have been made.
U.S. federal agencies may be advised of the issuance of Warning Letters about devices so that they may take this information into account when considering the award of contracts.  Additionally, premarket approval applications for Class III devices to which the Quality System regulation deviations are reasonably related will not be approved until the violations have been corrected.
Please notify this office in writing, within fifteen business days from the date you receive this letter, of the specific steps your firm has taken to correct the noted violations, including an explanation of how your firm plans to prevent these violations, or similar violations, from occurring again.  Include documentation of the corrections and/or corrective action (which must address systemic problems) that your firm has taken.  If your firm’s planned corrections and/or corrective actions will occur over time, please include a timetable for implementation of those activities.  If corrections and/or corrective actions cannot be completed within fifteen business days, state the reason for the delay and the time within which these activities will be completed.  Please provide a translation of documentation not in English to facilitate our review. We will notify you regarding the adequacy of your firm’s response and the need to re-inspect your firm’s facility to verify that the appropriate corrections and/or corrective actions have been made.
Your firm’s response should be sent to: Food and Drug Administration, Center for Devices and Radiological Health, Office of Compliance, Field Inspections Support Branch, White Oak Building 66, Rm 2622, 10903 New Hampshire Ave., Silver Spring, MD 20993.  Refer to CMS case #446005. If you have any questions about the contents of this letter, please contact: Daniel Walter, Chief, Foreign Enforcement Branch at telephone +1 (301) 796-5587, or fax +1 (301) 847-8139.
Finally, you should know that this letter is not intended to be an all-inclusive list of the violations at your firm’s facility.  It is your firm’s responsibility to ensure compliance with applicable laws and regulations administered by FDA.  The specific violations noted in this letter and in the Inspectional Observations, FDA 483, issued at the close of the inspection may be symptomatic of serious problems in your firm’s manufacturing and quality management systems.  Your firm should investigate and determine the causes of the violations, and take prompt actions to correct the violations and bring the products into compliance.
Sincerely yours,
Steven D. Silverman
Office of Compliance
Center for Devices and


 Victoria continues: Can u beleive all I wanted was two parts for a very expensive bed that broke.



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#1 Author of original report

MORE bad customer service from this Canadian Nuga Best Rep

AUTHOR: Victoria - (Canada)

I wish to address his rebuttal.

First off the bed broke February 2017 NOT in 2012. That was when I bought it. Second. my name is Victoria as I have told you before NOT Veronica as you keep addressing me as.

I will now post your very first e-mail inquiring as to how to be a Canadian rep for Canada. You claim in my 1st post [see your e-mail] that you have never heard of her?? Well here everyone is proof that I am not lying. I have only ever said this guy gives BAD CUSTOMER SERVICE!! Now he is holding a FREE part that was sent from Korea intended for me hostage LOL. Really is this great customer service? I think all of the public would vote 'no'.

After this e-mail I will post the e-mail where he asks for a pic, serial number and receipt. I think that would prove the intention to get the part. It also states in his contract that he is to help previous customers that have bought Nuga Best products with the first Canadian rep.

Second the above rebuttal was not written by the US reps it was written by him. The US sent me light bulbs for my bed but could not supply the circuit board as parts for the NM7000 bed are banned in the US as I posted. The 'team' as he called himself is him and him alone.

Here is a copy of the first e-mail and I will post all our correspondence so that all of the public can see how long it takes to respond. I have never denied I posted 'bad customer' reports on this fellow and I do not think a person would leave an e-mail who is lying for other to inquire about my post if need be. I have better things to do with my time than make up stories. All I asked for was two parts. One I have 'no charge except postage' and one being held HOSTAGE!! Not only for money but for demands. I will post this e-mail later as well. For now here is his inquiry dated October 2nd 2016 when he was inquiring about being a rep. NOTE: The person he claims not to know is clearly answering his e-mail as he wrote to her! Now who is lying??

Note: The e-mail is backwards. Lower part he inquires and upper part he sends and e-mail to the perosn who he caiams NOT to know, who clearly was the FIRST Canadian rep:

  Hi Veronica,

My name is Sergey and I am a new partner for Nuga Best Canada and currently I am setting up our company for operation. I am from Calgary and was wondering if you might have any docs or know anything about who did it and where would be possible to get some copies of other reg docs and if any annual returns were filed since that time, before I gonna head up to the regustry by myself.

Thanks for your attention,

Regards Sergey

  Sent: Sunday, October 02, 2016 at 10:22 PM
From: "Nadia Kay" <>
To: "Semco@" <>
Subject: Re: NUga Best canada
Hi Sergey,   That's the only document I have from Alberta. You may be able to contact Veronica Hancock <> to get more information. This is the woman that Vitaly bought the inventory from who used to operate in Alberta.   Hope that helps. --

Nadia Kay • Office Manager

253 302 7414 (US) • 778 650 0614 (CA) • Я говорю по-русски

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#2 REBUTTAL Owner of company

Lie, Lie, Lie

AUTHOR: Nuga - (United States)

First of all, lets be clear and short: as Nuga Best USA the main office for North America, we have made investigation and can confirm as follow:

Ms. Victoria asked our office to get her spare parts free of charge as her bed got broken since 2014. Office in Canada was established in 2016. The managing personal decided to help you without any inspection etc. as Mr. Victoria told them that she re-assembled bed and now she needs only parts. Limited warranty on this product is 2 years. She was advised that to get parts she needss are hard enough but they will try to help her out! Since May till late November canadian office as closed due to all personal was on training overseas. Upon returning back to Canada personell found out that Ms.Victoria started to post bad review all over the web about Nuga Best and canadian office. She was advised that she needs to stop her behaviour. As canada is not a communist country she was also advised she needs to pay for repairing service and/or parts she wants to get. She refuesed to do so and keep threatening office with any possible threats available and keep asking for free products. According to the technical service all products must be repairied by the company as company does not sale spare parts to customers. Ms.Veronica refused to do it as she stated it is way expensive to her.

As USA regulations works only in the USA, she needs to address any issues with the US product within that country. Why she would not address thise problems in China or India or at any other country?! 

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