ComplaintsforLPT Medical, Inc.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday, October 19, 2021, I purchased online from LPT Medical one Oxlife Independence portable oxygen concentrator with the Usual manufacturer package consisting of 2 batteries, 1 ea ac and dc power supplies, travel cart and accessory bag for $2495.00 plus 45.00.00 for shipping' In addition to the usual package I Purchased an external battery charger for $150.00, All item were supposedly on hand and could be shipped immediately. A package (tracking number 1Z4607X24256805058) was shipped the next day and arrived at my house on 10/02/21 but there was only one container and no external battery charger! I called LPT customer support on 10/03/21, and advised him it was missing. He did not take any time to check anything but almost instantly told me it was backordered. When pressed, he said it could be shipped the next week but I would have to call back during normal work week to get any details. After many attempts I talked with another customer svc ********* could give me no details and when I insisted on something in writing to show they owed me one external Battery charger she emailed me another copy of the saleslip, but still no mention of a backorder. I replied to her email and asked for my money back for the external Btry charger. They have returned no phone calls and seem to be ignoring the fact they owe me a refund of the $150.00 I paid for item they cannot furnish. I am unwilling to wait forever hoping they will ship an item that their own paperwork does not even show they owe me. This is attempted fraud.

  

  Business response

  12/10/2021

  Thank you for giving us the opportunity to respond to this complaint.

   

  The customer has been refunded as of today 12/10/21. We cancelled the order but no one told the correct people to refund the order, so there was a miscommunication and we are sincerely sorry for the inconvenience. The refund will take 3-5 business days to process, but it will go back to the card you paid with. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RECENTLY PLACED AN ***** FOR A PORTABLE **** WITH LPT THROUGH A LPT MEDICAL OF CO. THEY ADVERTISED A **** FOR $2,395.00 WHICH CONTAINED ALL THE FEATURES I WANTED. TALKED WITH ******************* AND DISCUSSED TO **** AND FEAURES. ALSO ASKED ABOUT FINANCING PART OF THE PURCHASE. WE AGREED THAT WITH A $1,000.00 DEPOSIT THIS WAS DOABLE. ONE FINANCE PROGRAM OFFERED 36 MONTH AND HAD A LOWER PAYMENT. OTHER WAS INTEREST FREE FOR 6 MONTHS BUT PAYMENT WAS TO HIGH. TALKED AGAIN ABOUT THE ABOUT THE AMOUNT TO FINANCE. $2,395.00 LESS DEPOSIT OF $1,000.00 LEAVING A BALANCE OF $1,395.00. I AGEED TO THE AMOUNT AND GAVE THEM MY DEBIT CARD TO USE. THEY PLACED A ********* ACCOUNT FOR THAT AMOUNT. KOLE SAID FINANCE PAPERS WOULD BE SENT TO ME FOR SIGNATURE. WHEN THEY ARRIVED THEY HAD ADDED $600.00 TO THE ***** AND THE FINANCE PAPERS WHERE FOR $1,935.15. I CALL ************* WITHIN MINUTES AND QUESTIONED THIS, HE COMENTS WAS THAT'S THE WAY THEY DO FINANCE SALES. REVERT TO FULL RETAIL. I CANCELED THE ***** AT THAT TIME AND WAS TOLD IT WOULD BE NO PROBLEM AS THE **** WAS NOT SHIPPED. THEY PROCESSED THE WITHHDRAWAL AND I CAN NOT GET SOMEONE TO TELL ME WHEN IT WILL BE REFUNDED.

  

  Business response

  11/05/2021

  Thank you for giving us the opportunity to respond to this complaint. After the customer cancelled his order with us, his credit card was refunded the full down payment the same day he requested to cancel his order. We refunded the full amount on 10/27/2021. If it has not been deposited into your account, please contact your bank or credit card company because once we refund the money it takes 3-5 business days for the bank or credit card company to process the refund. 

  Customer response

  11/05/2021

   
  Complaint: 16081258
  
  I am rejecting this response because:

  AS OF 1PM CENTRAL TIME ON 11-5-2021 THE ***** HAVE NOT BEEN RETURNED TO MY ACCOUNTS.

  CC CARD WAS CHARGED $50.00 FOR SOME FEE AND DEBIT CARD WAS CHARGED $1,000.00 FOR DOWN PAYMENT. $TOTAL $1,050.00

  BY MY COUNT IT'S BEEN 11 DAYS SINCE THEY SAY IT WAS REFUNDED. 

  ON 11/2/2021 I TALKED WITH **** IN LPT CUSTOMER SERVICE AND SHE SAID THAT SHE FOUND THAT THE ***** HAD BEEN PLACED ON HOLD ON THE  27TH BUT SHE WAS CANCELLING THE ***** AND WOULD ISSUE THE REFUND THAT DAY.  WHO DO I BELIEVE THE COMPANY (LPT) OR HER? GOOD QUESTION AS NEITHER ONE GIVES THE SAME STORY. 

  THE ***** HAVE NOT BEEN RETURNED AND I QUESTION IF THEY EVER WILL BE. 
  Sincerely,
  
  *************************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am 89 years old. My daughter ***** ****** has assisted me with my purchase and has spoken to the company on my behalf. On 6/15/21 - I purchased a SeQual Eclipse 5 Portable Oxygen Concentrator manufactured by ***** from LPT Medical (aka 1st Class Medical) (Tracking number ******************). The purchase included 2 batteries among other items. The purchase price I paid was 2,495.00. The concentrator was sold to me with these warranties: Sequal Eclipse 5 Warranty; 3 Year Warranty on Concentrator. 1 year warranty on Battery. 90 Days on Accessories. On or about 9/8/21 - My daughter called 1st Class Medical and spoke with Michelle ****** and told her the batteries were not fully charging. On 9/8/21, Michelle informed my daughter that the batteries were under warranty and she told me to follow her directions and send both batteries to ***** and they would send me replacement batteries once they received the other batteries. We followed those directions and returned the batteries to ***** at our expense. Without batteries, the Portable Oxygen Concentrator is NOT portable at ALL. We have not received any replacement batteries to this date. The portable concentrator that we paid thousands of dollars for is useless without batteries. Either they deliver new batteries to us ASAP or exchange the machine for a brand new one with working batteries included ASAP or they refund us our money.

  

  Business response

  12/17/2021

  First of all, thank you for giving us the opportunity to respond to this complaint.
  
  
  Ms. ******** 
  
  We do thank you for your purchase on June 15th 2021. We are sorry to hear that the batteries you received were possibly defective. It looks like on September 8th 2021 you spoke with Michele ****** and she processed a RMA request for you to get those batteries exchanged and replaced. We received those batteries on September 22nd 2021 and the batteries were tested and destroyed. Unfortunately those batteries were on back order and shipping them out to you took a bit longer than anticipated. However on October 20th 2021 you replacement batteries were sent to you and delivered to your lobby. Please see *** tracking info below:
  Dear Customer,
  This notice serves as proof of delivery for the shipment listed below.
  Tracking Number
  ******************
  Weight
  4.00 LBS
  Service
  *** ******
  Shipped / Billed On
  10/18/2021
  Delivered On
  10/20/2021 1:25 P.M.
  Delivered To
  *** ***** *** **
  Left At
  Lobby
  Reference Number(s)
  ******* *** ******* * ********** ********* *******
  Thank you for giving us this opportunity to serve you. Details are only available for shipments delivered within the last 120 days. Please print for your records if you require this information after 120 days.
  Sincerely,
  UPS
  As always, it has been a pleasure assisting you. If you need any further help or information please let us know. Thank you and have a wonderful day.

  Customer response

  12/17/2021

   
  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

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Oxygen unit and 09/08/21. I returned unit for different model. They shipped the second unit out too late, which i refused delivery with UPS and unit was Returned to Sender Return of first unit - ****************** Return of second unit - ***************** Refund & exchange Policy is 5 days upon receipt. Awaiting refund of $ 2585.00

  

  Business response

  11/16/2021

  Thank you for giving us the opportunity to respond to this complaint. 

   

  I apologize for the refund slipping through the cracks. The refund has been processed and it will hit your account in the next few business days. Per our return policy we require that you call and setup an RMA to return the machine. There was no RMA in the system for your return so it never got to the appropriate department to process the refund. 

  Customer response

  11/16/2021

   
  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

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $2000.00+ Caire freestyle portable oxygen concentrator from LPT Medical last year. I have a 3 year warranty. The machine is not functioning properly and all I wanted was to get the machine fixed. I have tried countless times to contact these people and I keep getting to run around. They will not follow through on what they say. They just want to sell the product. Period. Ive had to call 911 and go in the hospital . Im back to not having any type of quality of life because I simply cant afford to buy another machine nor rent one from them at $300.00 a week. This has been going on since June of this year 2021. I feel as if they have robbed me blind folded. Im due to travel for thanksgiving, dont know if Ill be able to now because these people have ignored my issue countless times. Thats more money I will be out of.

  

  Business response

  11/10/2021

  Thank you for giving us the opportunity to respond to this complaint. 

  
  We set up the original repair ticket on 8/31/21 to get this machine repaired under the warranty by the manufacturer. The *** was received on 9/1/21 from the manufacturer, but the machine was never sent in to be repaired and we have been in contact with the customer to try and resolve this issue. 

  
  The manufacturer still wants the machine to be sent in for repair but we are willing to replace the machine for the customer so they can travel for Thanksgiving. 

  
  With that being said our last communication with the customer was on 11/5/21 and there were talks about possibly trading the machine in.
  

  
  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 2, 2021 we ordered an oxygen unit for 2340.00, one of my credit cards had put the transaction in pending. Before the funds were released I had canceled the order with Rick S********. Checked the credit cards but the money hasn't been refunded yet. Called Rick and asked about our refund. He informed me that the unit was sent out and all I had to do is not sign for it. After they received the product they called to make sure that I didn't want it. I had informed Carlos that the order was canceled before someone shipped out the unit. They refunded all but $618.75. So even if I accepted the unit, which I did not, there new equipment and exchange policy states that 0-5 days after arrival 100% refund. Have contacted C.S. and all they tell me is that their working on it. That's when they do call back, most of the time they don't call back. Would like to have my $618.75 refunded. Thank you, **** **

  

  Business response

  10/07/2021

  First of all, thank you for giving us the opportunity to respond to this complaint.

   

  Per our return policy, when a machine is refused by the customer the refund is subject to a 25% restocking fee which is why you were not given a full refund. In the notes of your file, there was no mention of Rick telling the customer to refuse the package. With that being said we do have all of our calls recorded and when I was able to listen to the calls you are absolutely correct. I have refunded the restocking fee and you will see it hit your account in the next 3-5 business days. 

  Customer response

  10/25/2021

  I JUST RECENTLY GOT OUT OF THE HOSPITAL AND HAVEN'T HAD TIME TO RESPOND I WISH TO THANK

  BBB AND THE COMPANY REP FOR RESOLVING THIS MATTER IN A TIMELY FASHION.

  THANK YOU,

  **** **

  ID #********

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an Inogen G-5 from LPT Medical April 15, 2021! Now have notice the Seive Columns need replacing so I called LPT & was directed to service where I was on hold for 20 minutes 3 different times! Option was offered for call back so left message for call back pluse sent an email to there web page! This was a week ago & I never received a call back nor can I get in touch with service as theyre always busy on phone & not available ! All I want is get my Seive columns replaced under warranty, but cant get any response from these people!

  

  Business response

  10/07/2021

  Thank you for giving us the opportunity to respond to this complaint.
  
  We have been in contact with the customer to address the issue at hand. We sent the customer the parts he needed and have rectified the situation. 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Innogen G4 for my mother the first week in August. It's very expensive and not a purchase I take lightly. I purchased this specifically for a trip we were taking Labor Day weekend. My moms current portable oxygen weighs 10lbs and is difficult to carry. When speaking with the representative I told them about our trip. He told me there were some shipping delays but the device would arrive before Labor Day. I literally had him "promise" it would arrive. I was told it wouldn't be charged on my card til shipment. Card was charged Aug 11. Today, Sept 8, still no device. I called a week before our trip. They were very hard to get a hold of. Once we spoke I was told they would check with shipping and call back. No call. No device for trip, out $2,500. Wouldn't have taken trip without oxygen. Can't get ahold of anyone for update. They tell you what you want to hear but don't deliver. Buyer beware.

  

  Business response

  09/15/2021

  First of all, thank you for giving us the opportunity to respond to this complaint.
  
  The Inogen One G4 is a machine that we have not been able to get from the manufacturer since May of this year. We have still been taking orders for them, but you should have been notified that we did not have any in stock and we are waiting for our shipment to arrive from Inogen. Once the units arrive we will ship them out out based on who ordered the unit first. The fact that you were not given that information is unacceptable and will be addressed with our staff. 
  
  Given the nature of your situation, the person you worked with should have offered an alternative machine to use for your vacation at the very least. I am sincerely sorry that your experience with us didn’t meet your expectations and it’s frustrating to know a little communication from your specialist would have solved the entire situation. 
  
  What do you need us to do to make this right by you? I dont have any estimated delivery date for the Inogen One G4s. I can ship you out a different unit or I can issue a full refund. Again I am very sorry for the way things transpired.  
  
  

  Customer response

  09/15/2021

  
  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.
  I would like a full refund for my product.
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Caire Freestyle oxygen concentrater for my husband in May, 2021. Within the first month of use he complained that the Freestyle became VERY hot when running on #5 for any length of time. He found it necessary to run it on #5 to achieve the level of oxygen he needed. Twice they suggested rebooting the mahine; there was no improvement either time. When ever we were actually able to get an answer they would put us on hold as long as we had time to wait. Last week I finally got to talk to a human being, who told me that a repair order with instructions would be emailed to me....Never came. Today, in an effort to get some straight answers, I called the manufacturer and was told that the Freestyle will get warm when working hard, but never so hot as to burn someones hand.

  

  Business response

  09/27/2021

  First of all, thank you for giving us the opportunity to respond to this complaint. When the customer called in to report they were having an issue with the machine we tried to troubleshoot it over the phone. When we were unsuccessful with troubleshooting the issue, we submitted an RMA with the manufacturer to get the unit repaired under the warranty. The manufacturer requested that it be sent to them under the RMA provided. We have emailed that to ******* with instructions on how to send the machine back to the manufacturer so he can get it repaired.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased inogen G 5 and cairn oxygen concentrator from LPT medical on 7/14/2021 Total price $4,030 through Justin T******, respiratory therapist working for LPT. He assured me that they were completely returnable within 30 days. Because my husband could not tolerate the Inogen G5 and needs continuous oxygen flow I returned the equipment to LPT and requested refund. I have the tracking info from UPS. Equipment was received at LPT on 7.27.2021 exactly 13 days after purchased. I have contacted Justin and customer service and to date I receive very communication from them. Justin told me refund was processed yet today I spoke to customer service and was told refund department waiting for IMA. I asked what that is and was told something they need. I was told they have not processed refund to date. I am concerned since $4030 is great deal of money for nothing.

  

  Business response

  09/15/2021

  Thank you for giving us the opportunity to respond to this complaint.

   

  I apologize for the inconvenience. Your machine got checked in and due to new employees once it was checked in the person in charge of handling the refunds was never notified. We processed your full refund on 8/24/2021. If you haven't seen it yet, please contact your bank. 

  Customer response

  09/15/2021

  
  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,
  
  ***** *******

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