ComplaintsforEasy Breathe, Inc.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Easy Breathe assured me they were selling me a new CPAP for $1 as my insurance had approved and would pay for the machine. My insurance EOB says we owe $3300 dollars for the machine. It is a BiPAP machine and doesnt even work for me. I never would have agreed to a new machine had they not called and offered it for $1.

  Business response

  10/11/2023

  Dear *****************,
  
  Please accept our sincere apologies for your concern and worry about your recent order with us. We completely understand your frustration; the insurance billing process is confusing and frustrating for many of our customers.  We are happy to clear up any confusion about the insurance process.
  
  The good news is you do not owe any more for your machine than the $1.00 that you paid at check out.  You are not responsible for the amount on the ***.
  
  The Explanation of Benefits (***) is a statement that insurance carriers send to patients.  An *** explains what medical treatments and/or services were paid on behalf of the patient. The *** may have a dollar amount listed under patient responsibility, however, patients do not pay this amount. We understand the phrasing of the *** may be confusing, but you do not owe any more than what you have paid at check out.
  The $3,300 listed on the *** is the **** amount that we charged your insurance company for the machine. After an insurance order is shipped, we submit a claim to insurance for the amount they owe. If your insurance sends you the reimbursement check for your machine, instead of sending us the check, we would charge your card for the reimbursement amount. That is the only time we would charge you for more than the amount you paid at check out. However, we would email you a notice beforehand if that was the plan.
  Easy Breathe does not balance bill customers. If the insurance carrier denies the claim and refuses to pay, the responsibility does not fall onto you. We simply do not receive any payment and the claim is closed.
  
  Additionally, we would love to help you to make sure your machine is working properly.  Please reach out to us when you are near your machine and one of our BiPAP experts will gladly walk you through any trouble shooting to help you get the best therapy!
  
  We hope this provided a clear explanation of the purpose of the ***. Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. We thank you for choosing Easy Breathe and look forward to continuing to serve you for all your sleep apnea therapy needs. 
  
  Sincerely,
  Team Easy Breathe

  Customer response

  10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered supplies in **** Insurance approved supplies in June. Its mid August and still no supplies.

  Business response

  08/28/2023

  Dear ******,
  
  We sincerely apologize for any inconvenience the delay in your order may have caused. We truly understand the frustration and stress that can come with navigating insurance processes.
  
  The hold on your orders was due to essential insurance documentation, including your sleep test results from August 7th. We acknowledge that waiting for insurance approvals, which can take up to 30 days, can be challenging.
  

  We're relieved to share that as of August 16, 2023, both of your insurance orders have been successfully approved. Your items have been shipped and delivered to you. We genuinely hope that your new BiPAP machine and supplies are making a positive difference in your life.

  Should you require further assistance or have any questions, please don't hesitate to reach out. Your satisfaction and well-being remain our top priorities.
  Thank you for selecting Easy Breathe for your needs. We're honored to be part of your journey in managing sleep apnea and are committed to continuing to provide support whenever you need it.
  

  Sincerely,

  Team Easy Breathe

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company is harassing me. On March 6th they called me 7 times. I am on the national DO NOT CALL LIST and I have told them to stop calling me. They continue calling anyway. I want them to stop. There are laws against this type of harassment and for ignoring requests to stop. They are completely unprofessional.

  Business response

  03/08/2023

  Dear Signe,

  
  We sincerely apologize that you found our calls unwelcomed.  We understand that your time is valuable and we respect your request. Our goal is to provide the best customer service possible and to make CPAP therapy as easy as possible.
  
  We also wanted to apologize that we continued to call you after we received your request on February 17, 2023 to stop calls.  We understand this experience was very frustrating for you. We were able to identify the issue and going forward, our team will be retrained so this issue does not happen again. 
  
  We reviewed your account and found that you had completed 3 separate contact forms requesting a call to check your insurance coverage:  
  2 forms on February 10, 2023
  1 form on March 1, 2023
  
  When we receive a contact form, like the ones you filled out, we will call that number until the customer answers and we can complete the insurance check, or the customer requests that the calls stop. If one contact form is marked as Do Not Call, the customer will receive calls if they fill out a new form. In your case, our team incorrectly processed your email request to stop the calls on February 17, 2023, and you continued to receive calls from the February and March forms. We apologize again for the calls and the inconvenience they caused you.

  As of now, your number has been put on our Do Not Call list, and each form that you filled out has been marked as Do Not Contact. If you fill out a new contact form on our website in the future, we will start to call you again.
  We hope that removing your number is a satisfactory resolution for you.  Please feel free to contact us first at any time if you have any more questions or concerns, and we would be happy to speak with you.
  

  Sincerely,
  Team Easy Breathe
  

  
  

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Bipap machine (tried two of the same models) never worked properly and I now have significant respiratory issues. Also, they should not be prescribing machines as they do not have medical histories of the people they are selling to. Make sure to add the 12 payments at $144 each to the invoice below.

  Business response

  02/22/2023

  Hello *****,

  Thank you for contacting Easy Breathe. First and foremost, we sincerely apologize for any frustrations related to the **** BPAP you purchased from Easy Breathe. We take your concerns very seriously and we also want you to be satisfied with your equipment so that you receive the full benefits of PAP therapy.
  
  We are very sorry that you have continued to have issues with your **** BPAP, even after replacing the first unit. Per your request, we would be happy to give you a full refund. 
  
  However, we also wanted to provide a second option. Because we believe in the proven benefits to health and quality of life from PAP therapy, we would like to continue to work with you to help you find the right PAP.  If you are interested, we will schedule a call for you to speak with one of our PAP experts to discuss what is going wrong with your current PAP, and to discuss other models and brands of machines that might suit you better. If you chose to try another PAP, we would send a different model of comparable PAP at no additional cost to you.
  Please let us know how youd like to proceed: (i) refund, or (ii) speak with one of our PAP experts about trying a different model of PAP at no additional charge. 

  Warm regards,

  Team Easy Breathe

  P.S. We wanted to remind you of how the CPAPRX prescription program works.
  
  In December 2021, when you used our CPAPRX prescription program, you stated the following:
  I have been diagnosed with Obstructive Sleep Apnea by a licensed physician. 
  I have been using PAP therapy for my Obstructive Sleep Apnea. 
  I have seen improvement in my sleep apnea symptoms with my current CPAP settings. 
  No licensed physician has advised me to not use CPAP therapy. 
  Based on that information you provided, the physician made the medical decision to recommend that you continue your PAP therapy.
  

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nearly a month after I put in my order, EasyBreeze told me I'd need a prescription for a ***** which I provided. They then said my insurer wouldn't pay unless I had a doctor's note saying the **** had to be replaced. I called my insurer, put the representative on the line, who said that there was no such requirements, and, as long as each individual part of the machine was under ******* I didn't need a doctor's note. The agent said the machine cost ****** and would put in the order promptly. Three days later, I got a note from EasyBreathe saying that the insurance refused the order because the machine cost ******* He said ****** was the retail price, but that ****** was the insurance markup price. They are misleading customers and ***** to insurance companies.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/12/01) */ Dear **** ********, First and foremost, we sincerely apologize for any miscommunication from Easy Breathe, as well as the negative experience you had with us and the insurance approval process for your order. We understand that a lengthy and rather complicated approval process through insurance can be very frustrating, and we empathize with you. We are sorry that your insurance company's pre authorization requirements caused extended delays and a sense of confusion. We help customers all the time who are frustrated with the insurance process. We've developed the two following options that work well for a lot of our customers who are frustrated by the insurance process: Pay for the machine in cash and receive a discount We discount the machine to our customers who would like to purchase the machine outright to make the process more painless. Use one of our convenient monthly payment plans. We provide information about the insurance billing process in the Assignment of Benefits form that you signed, which entails that Easy Breathe will bill your insurance company as the "retail price" on the website which is greater than the typical MSRP price. This explains the price discrepancy you have referenced. Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. We would like to thank you again for choosing Easy Breathe. We look forward to continuing to serve you for all your sleep apnea therapy needs. ********** Team Easy Breathe

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a CPAP machine from Easy Breathe on April 1st. At the time of the order, I was told that it could take *** weeks for the device to ship, which I agreed to. After the 8th week, I emailed them looking for any updates on my order to see if I could get a better understanding on when it would arrive. I received a generic email saying that they were still on back order and once they receive their shipment, I would receive my order. I put ****** down, and pay ** bucks the first of every month, so at this point, I've paid essentially *** dollars for a device I don't have. It is now week *** and I have yet to be notified about my device. I sent out another email this morning questioning my order and am awaiting a response. I went to their website and clicked on the order link to see what they are promising now on all cpap machine orders, and it seems the latest promises for new orders is *** months which leads me to believe that I'm not getting my machine anytime soon. My email is filled with Easy breathe advertisements for new cpaps and accessories, and I think they're taking all these orders and delivering false expectations about the arrivals. I'm willing to pay for what was promised me, but if they aren't going to fill my order anytime soon, I'd rather be refunded because they are not delivering what they promised me.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/06/10) */ ** **** **** Dear ***** *****, We would like to start off by apologizing for any inconvenience of the delayed CPAP machine restock by the manufacturer,*******. We understand how important it is that you get your sleep apnea therapy and we believe that your health comes first. Our email notifications mention other machines that are in stock to switch your order to, which is what you opted for when we spoke with you this morning. We are glad we were able to speak with you directly and settle this matter. As of now, you received a refund for the AirSense 11 Autoset CPAP that was on backorder, and placed a new order for a machine that is in stock. We hope you enjoy your new AirSense 10 Card-to-Cloud CPAP machine! Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. We would like to thank you again for choosing Easy Breathe. We look forward to continuing to serve you for all your sleep apnea therapy needs. Sincerely, Team Easy Breathe Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) After speaking with the company, I was shipped out an agreed upon model which I am awaiting currently. I received credit of ****** and 50 dollars, but I've made 2 payments of 50 dollars, so I'm missing one refund (50 dollars). Once I receive the second refund and the order (which should be sometime today), I will close this matter as resolved. Business Response /* (4000, 9, 2022/06/13) */ Hi *****, We appreciate your response and apologize for any confusion. A ****** refund check is currently in the process of being physically mailed to you. Only the refund for the down payment ********* and one monthly charge ******** successfully settled back to your card. This refund check may take up to 14 business days to deliver. Please reach out to us if you have any further questions or concerns. ********** Team Easy Breathe Consumer Response /* (2000, 11, 2022/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the agreed upon cpap machine today. Since the company said it will mail the other 50 dollars to me, I'll close this complaint.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Easy Breathe used deceptive practice to entice the user to purchase the **** medical equipment by promising filling insurance for coverage or meet deductible. After I purchased the equipment, the service rep repeatedly promised will file for insurance claim or authorization. But, waited for more than two months after the purchase order and until the medical device is arrived to file the claim. And the claim was rejected due to Easy Breathe on purpose negligence. Their return policy is to only issue store credit with actual refunds if you believe them will file insurance and opened the box. So, their technique to deceive the users encompass the following steps: 1: In internet, advertise that they will file insurance claim for you and promise the insurance will cover the medical equipment. 2: Encourage user to call service rep and service rep will place an order and withdraw funds from your credit card before they even get doctor's prescription. 3: Wait for two months before they ship the order. Meanwhile, if you have question about insurance, they will still promise via email that they will file. In fact, they did not file any authorization form since they know that they are not authorized provider for your insurance. They just try to trick you since you have paid even before you get the medical equipment. 4: After you get the equipment, they will not file claim immediately, they will wait and until you open box and tried the equipment. So, if you want to return the device due to insurance reason, you cannot get full refund, they only issue you store credit that you cannot use anyway. In my case, my insurance covers the ************ device with authorized provider. But, it is too late due to deceptive internet advertising and as well as repeated promise from sale rep. Thanks ***

  Business response

  06/28/2022

  Consumer Response /* (2000, 10, 2022/06/01) */ The company is working with me to resolve the issues. Their resolution as professional and they agreed to work with my insurance company or give me full refunds. Thanks for helping in resolving the isssue. You can make this comments public Consumer Response /* (3000, 19, 2022/06/21) */ This case is not resolved yet. Can I open this case or file a new complaint? Easybreathe has agreed to refund the overpayment and replace malfunction air mask in previous email. Now the new service rep called Morgan has declined to answer the question in direct contradiction with what has been agreed upon by EasyBreathe. Business Response /* (4000, 21, 2022/06/28) */ 28 June 2022 Dear *** *****, We want to apologize for any confusion or miscommunication by Easy Breathe. We have worked with you for three months to reach a resolution acceptable to you. Ultimately, you were seeking things that EBI never promised to provide, and were frustrated when we could not deliver them. We need to focus on our customers who are interested in the solutions to CPAP therapy that we can offer. We have provided you with a full refund for your CPAP machine and mask, along with a paid return shipping label to return them to us. We hope that this full refund is a satisfactory resolution for you. Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. All further inquiries may be directed to ******* ** *****, ***** our General Counsel. Sincerely, Easy Breathe

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a piece of medical equipment from *************** January 18th of this year. Mask with headgear. That's how it's described. I only got the nosepiece. No headgear. I've tried to speak with them about it. Repeatedly. No response. All I want is what I paid for!

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/29) */ Hello ******, We apologize that you did not receive the headgear you ordered, and would like to send you the missing item. I just sent you an email so that we can confirm your shipping address for the replacement order. Feel free to respond to that email or give us a call at XXX-XXX-XXXX and any of our representatives will be happy to assist. We can be reached via our chat function on our website as well! Please contact us if you have any questions. We appreciate your business and look forward to continuing to serve you for all your sleep apnea therapy needs.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted the company by phone prior to ordering an Resmed AirMini with F30 setup pack and mask, plus a medistrom pilot-24 lite cpap battery and was told that I could ordered the items and how good they were and they would be great for traveling that I wanted them for. So I went online and ordered the items , Order Number **************, on 11/27/2021. the items arrived on 12/9/2021. I was unable to try the item until 12/10 or 12/11, when I did the cpap machine was so loud (60 db verses 30 db on my regular machine) that I was unable to sleep, I contacted the company on 12/13 and told them my concerns, and they guided me thru some adjustments to help with the noise problem. I called back on 12/14 and again told the the problem and was told that I could send it to the manufacture but it would be about 12 weeks to get it back, they also suggested that I try using a regular hose and they would send me an adapter (for a cost) to try it, I already had bought an adapter from another source and had tried both my current machine hose on the resmed mini and had also used the new mask that came with the resmed mini on my home machine, all the mask and hose combinations were tried and both type of mask had a 60 db sound level when combined with the resmed mini but all dropped to 30 db with my home machine. I asked to speak with a supervisor and was placed on hold , then I was told one would call me, I again tried the resmed mini on the night of 12/14 with the same results. I called again on the 15th and told them of the problem and asked to speak to a supervisor, at this point I was told that the machine was smaller and that was the reason, I told them that then i wanted to return the machine and they said no refunds, only store credit, ( I receive all my cpap supplies thru ******** so they have nothing else I need) I did want to keep the battery for black outs, then was told that I could buy a new machine for double the price but its not portable. I have more to tell

  Business response

  03/24/2022

  Business Response /* (1000, 8, 2022/02/08) */ Dear**** ******, Easy Breathe would like to begin by empathizing with your frustrations over your new ResMed AirMini Autoset Travel CPAP machine. We completely understand how important it is that you get high quality CPAP therapy to treat your sleep apnea. Because we believe you should be getting the best out of your CPAP therapy, we were able to offer several solutions that were within the guidelines of our store policy. Our return policy is written in detail on our website *************** and it is honored the same for each customer. For opened CPAP machines and supplies, we are able to offer 100% store credit for returns within 30 days of the shipping date. If the items are unopened, we are able to issue a refund. When products are purchased through our store, the customer is agreeing to this return policy. To view our return policy in full detail, please feel free to click the following link to be directed to our website:*************************************************** As you stated, we offered the solution for you to ship the machine back to our Easy Breathe warehouse so that we may send it to the manufacturer, ResMed, for repairs. This process is called Return Merchandise Authorization (RMA) and it is done for devices that are still within the manufacturer warranty. Through this process, we contact ResMed on the user's behalf and send the machine to their facility so that they can investigate the mechanical issues and offer a resolution. Because you denied this option, we made the exception to go outside of our normal return policy, and issued a 50% refund and 50% store credit for the return. This store credit of $499.00 has already been spent on our website. There is no further credit to issue, as the remainder 50% has already been settled as a refund. We apologize for any inconvenience this misunderstanding of our return policy may have caused. Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. We appreciate your business and look forward to continuing to serve you for all your sleep apnea therapy needs. Sincerely, Team Easy Breathe Consumer Response /* (3000, 10, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As to complete the complaint, after several calls I finally called and asked to speak to the owner of the company or CEO, I was then connected to *****, who explained the company policy of store credit only, ( the policy only shows after you order an item) I had explained all that I had been through he stated that the best they would offer was a 50% refund and 50 % store credit, with all the runaround I had been given , he stated they had to cover their loses for the device , If this is true how can you give store credit as it you still receive more items? I accepted the offer. my card was credited and after researching reports on the company I found this type of complaint against the company Listed on the BBB website so I guess I should have done my research, I did use the store credit before I made this complaint as I felt with the way the company operated that if I made the complaint prior to using the credit they would resend the credit offer. the Items that I ordered I have not used and are still being saved for some future use if Medicare every stops supplying my equipment ( not likely), after I submitted the complaint to the BBB, I received another Call from ***** and that we had spoke on the phone and he felt that he had placated me and what he could do to resolve the issue further , I told him to tell me what he felt they could do, he stated that he would see what could be done and call me back that day, I have still to receive that call. I feel that for a company of this size they could do a lot better for theeir customers. Business Response /* (4000, 12, 2022/02/16) */ Dear**** ******, We appreciate your response to this matter and we apologize for the delay in giving you a call back. Our manager gave you a call on 02/16/2022 to further discuss a resolution that you will be satisfied with. On this call, we offered to issue a full refund upon receipt of the unopened items you had ordered with the store credit. We are glad that we were able to agree on a solution that you were satisfied with. Please contact us if there is anything else we can help you with. We thank you for your business and look forward to continuing to serve you for all your sleep apnea therapy needs. Sincerely, Team Easy Breathe Consumer Response /* (2000, 14, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have agreed to accept the resolution that the Manager ***** and I came to, I feel that Easy Breath has really made a superb effort to correct our problem and feel that I will deal with them in the future if I need any items for my CPAP support. Thank You Easy Breath and *****

• Initial Complaint

  12/28/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered a CPAP mask from Easy *********** and the money has been removed from my account, I have an order number. Yet there isn't any confirmation email acknowledging the sale. I've spoken via text wig several representatives of the company insisting they sent a confirmation email. And are not helping any further. Now the money is gone, and I have no idea if easy-breathe is just a scam.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/04) */ Hi there, Easy Breathe would like to begin by apologizing for any miscommunication or misunderstanding on our end. We would also like to thank you for bringing this to our attention. Upon looking into Ms. *****'s account, we found that her email address on file had a typo in it. This is why she was not receiving the order confirmation or tracking emails. Her CPAP mask order had already been shipped; however, due to the typo, she did not receive the email with the tracking information. Her email address has since been updated to the correct one and we have sent over the receipt for her order and the tracking information. We have heard back from Ms. ***** and she has thanked us for our assistance. We apologize again for any inconvenience this may have caused. Please feel free to contact us at any time if you have any more questions or concerns, and we would be happy to speak with you. Sincerely, Team Easy Breathe Consumer Response /* (2000, 7, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate BBB interceding on my behalf and I appreciate that an easy breathe representative responded directly to me. I had become upset when there was no further help with not receiving the email and I only had that amount of money to buy a mask. Fearful I had been scammed would have been an understatement. I'm very thankful for BBB , and for a fast response from easy breathe.

*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. ↩