Complaints
This profile includes complaints for AZ Mediquip Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
6/8/2024, husband **** purchased the Inogen hoping this would tide him over until his scheduled bronchoscopy on June 20. something showed on a chest X-ray. he was trying to avoid going to the emergency room. His oncologist sent him to ER when he came for his cancer treatment 0n June 13, 2024. He was hospitalized until he died on July 19, 2024. Insurance would not reimburse. ***** sold us the Inogen without a prescription, that we could be reimbursed by insurance. First she said she could not sell the Inogen to us. He died of Cryptococcus a rare fungus in both lungs. He was immune compromised due to Multiple Myeloma, a cancer. he was hospitalized in May for A-Fib. numerous hospitalizations in 2023. By time we checked with insurance the 7 days were passed. When I called a few days ago to see if maybe I could sell it back as rental. ***** said too late maybe to sell the machine online or to Assisted Living, those people love the Inogen. I think the chances are slim to none of selling it that way. This seems like a unfair business practice when selling medical equipment. People get desperate when dealing with cancer. Now I am left a widow to pay for the Inogen.fib
Business Response
Date: 08/23/2024
*********************, Director of Operations for AZ MediQuip reached out to customer (*****) via phone on 8/23/24 to discuss a mutual resolution and return the unit for a partial refund. Customer to return to the store within August 23 and August 30, 2024 for inspection of unit. Upon confirming like-new condition of the unit (Inogen G5), the partial refund will be processed via check and mailed to the customer. We thank the customer (*****) for her understanding of our policies which are intended to ensure customer safety and consistency across all of AZ MediQuip's retail locations.Initial Complaint
Date:11/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a Total Disability Navy Veteran on Housebound, I purchased a new GOLDEN Scooter paid in full and needed the Scooter Lift installed, on 9/7/2023 a payment of $4,500.00 was paid in full and gave all my vehicle information and the installer claimed that he had to "build the lift". Installation was scheduled for 10/12/2023 after waiting "35 days " the installer " the the Lift would NOT work, I would have NO BACK SEATS and I would NOT HAVE ACCESS TO MY SPARE TIRE, FURTHERMORE the Installer had "35 days" to know that this job could NOT be completed by the installer ***, quote ****, Ticket ************, Employee"***" , furthermore I am asking for my "Full Refund" which is still short $590.75. I strongly believe the installer *** should have known on day one that the order was submitted, I also strongly believe the I did this miss deed for "Personal Profit" or " Personal Gain.Business Response
Date: 11/14/2023
******************,
I want to extend my deepest gratitude for your service to our country. We are truly sorry to hear about the inconvenience and frustration you have experienced with the installation of your scooter lift.
Your feedback is invaluable to us, and I want to assure you that we take your concerns very seriously. It is disheartening to learn that the lift could not be installed as anticipated, despite the lengthy preparation time. We understand the importance of this equipment in your daily life and regret the discomfort and inconvenience this situation has caused you.
We want to make things right. As such, we are expediting the process of refunding the remaining $590.75 to you. Additionally,we would like to offer a gesture of goodwill to express our commitment to your satisfaction. A member of our management team will be reaching out to you personally to discuss how we can further address the inconvenience caused.Sincerely,
*****************
Customer Answer
Date: 11/15/2023
I am glad to hear that your business will Refund the remaining balance paid, but I also request that the Technician responsible be removed "or" demoted from that position to avoid other Retired Disabled Navy Veterans do not have to experience such Negative Employee Attitude by such a "Gold Bar/Diamond Business.Initial Complaint
Date:04/25/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Former address at time of purchase: **************************************** ********************* *****. Purchase Date-October 18, 2021. Amount-$1279.98. Item purchased Stratus 5 Oxygen Concentrator. Serial Number ************************. Moved to current location on or about 5/10/22.During the time frame listed above, the Oxygen Concentrator failed three times. The first time, I/we were charged an additional $200.00 for shipping fees back to the manufacturer for repairs. During the interim of each repair, a loaner unit was provided by AZ MediQuip. The Manufacturer/Brand was an ***************************** At no time did the loaner unit fail and considering the time between repairs, it ran almost as long as the Stratus 5. Three failures before moving. A period of approximately 18 months. A short time later and while we were living with our son, the unit failed again. It was immediately transported back to MediQuip by our son due to the medical necessity of my wife by not having an adequate oxygen supply. At this point she was dependent on one of two older battery operated portable units. Hardly sufficient enough to handle prolonged failures. We contemplated purchasing/renting a new machine but being new to the area and obtaining the required doctor prescription was timely prohibited and buying a new unit from Mediquip was not going to happen.Therefore, we picked up the repaired unit on December 17, 2022. Three weeks after returning home, the machine failed again. Subsequently, we made contact with my wife's Pulmonologist in Sun City and a new prescription was obtained. A ************* was purchased online.Our son again transported the defective unit back to MedeiQuip several months ago and we have not heard from them since. A telephone call to them requesting reimbursement was a negative. Immediately after the initial purchase, I was notified by our bank that a Vitamin shop had subsequently charged $170 on top of the original cost of the unit. I believe there was more than a casual relationship to the attempted fraud.Business Response
Date: 05/02/2023
I can certainly appreciate your frustration with the Stratus 5 unit. We have been more than happy to assist you in your interactions with 3B Medical while also providing you with a free loaner while the equipment has been serviced.
Part of the challenge has been that the last two times you have had issues, we have been unable to replicate the problem you described. The first of those was a Pressure Abnormal code. When you returned the unit last December, we ran the unit for four straight days at max ********* The unit ran normally with no error codes. As a result, 3B determined that there was not a warranty issue involved. We recommended that you ensure that the unit was kept free of obstructions and cleaned per the owners manual.When you had your son bring the unit back again in March, we immediately contacted 3B Medical and they asked ** to run the same tests again. They also asked ** to check the unit for maintenance issues related specifically to the **** filter. We ran the unit for another four days, both with tubing and without and could not replicate the error. We did discover that the **** filter was quite dirty along with the tubing attached to the machine. We followed up with 3B on 4/15 and didn't receive a call back from them until 4/20. At that time, they authorized the replacement of the filter under warranty and to also offered to run their own tests on the unit. We returned the unit to 3B on 4/25 and contacted you to keep you updated on the situation.
Based on the condition of the equipment, our inability to replicate the issues and that 3B is currently evaluating your equipment, we will not be offering you a refund. We will be happy to return your Stratus 5 to you when it is received.
Customer Answer
Date: 05/10/2023
The unit has remained operational for approximate 5 week intervals since the original purchase. The rest of the time it has been in for prolonged periods of repair. The last two times repairs were by the original manufacturer? Who did the repairs the first three times? Only after filing a complaint is there mention of a dirty filter.
**. Med Equipment did not have filters available, so I drove to one located on Belll Rd and purchased several filters. The filter was replaced once. So if the filter was dirty, why wasn't it discovered during the previous 4 times it was returned.
Permission had to be obtained to replace a filter for Warranty Repairs? You've got to be kidding me. Nobody ever checked it? Sloppy repair work assuming it was checked. Five weeks and it needed a filter?
I'm through. Not a good machine.
Business Response
Date: 05/12/2023
A refund of $1099.99 will be processed via check within 3-5 business days after the unit is returned to the ******** location from the manufacturer and mailed to the customers address. A debit card was used on the initial transaction which we may not be able to refund directly.
As I believe the customer has moved, we will need ************** address as the one we have on file is in Buckeye.
Customer Answer
Date: 05/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
Date:07/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold a portable oxygen concentrator with a missing 8 cell battery. The date of the transaction was January 30, 2022 in the amount of $2599.99. I received a plug for the wall, a plug to use in my car and a Demonstration Battery which holds a charge no longer than 20 minutes. The portable oxygen concentrator (breathing machine) did not have the 8 cell battery which holds a charge for 5 hours, this portable oxygen concentrator allows me to go to the movies, out socially to restaurants, travel and visit friends and family given the 5 hour time. At first, when I purchased I was told that they did not have the required 8 cell battery but they should be getting it. This is what I paid for and trusted them to get the 8 cell battery. I stopped past the store several times to check on the status of their receipt of the 8 cell battery. i was told continuously that it was to come. Finally, I was told that they would not be getting the battery that I paid for. I then told them that I need to return the ***** as I did not have what I need. I have Stage 4 COPD. They must not realize the severity of my need for oxygen, if I am out and about and run out of oxygen. At home I am on oxygen 24/7 with my large Oxygen Machine which I CAN NOT MOVE ABOUT WITH. They told me that I could not return the *** nor could they refund my money. I charged the machine on my ***************** I have contacted them. I was not sold all of the parts of the machine thus, they did not fulfill their part of the agreement. I currently have a machine with a major missing part. It is of limited use to me. I am 84 and feel that I was taken advantage of. I I am seeking some form of restitution. I do not know how to upload the receipt. I will send it through the mail. Sincerely, ***********************Business Response
Date: 07/15/2022
The manufacture of the **Plor POC, Belluscura, does make anything other than an 8-cell battery pack for this machine. There is no such thing as a "demonstration" battery. The run time for any battery is dependent on the oxygen output setting and the number of breaths per minute. The **Plor can run for as long as 5 hours, per the manufactures statements, at its lowest setting, but real world battery life is dependent on user settings.
****************** is very likely using this machine at its highest setting, which will naturally decrease battery life. ****************** has also purchased a second battery from AZ MediQuip, so it would appear that he understands that battery life is dependent on his settings.
We certainly empathize with ****************** as he deals with his medical situation. The vast majority of AZ MediQuip customers are impacted by life changing medical conditions and we do our best everyday to help them select products that will help them in their daily lives. ****************** purchased this product of his own free will with all of the above information being printed on in store signage, on our website and on the manufactures website, as well as working with AZ MediQuip in-store team Member(s) to be trained on how to use the product and to make sure he understood what he was purchasing.
We understand that he is unhappy with his purchase for personal reasons, but the product is doing exactly what it was designed and advertised to do. AZ MediQuip has tried to resolve these issues with ****************** directly, but he does not respond to our offers or requests to resolve.
Sincerely,
*************************
CEO - AZ MediQuip
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