ComplaintsforLPT Medical, Inc.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/09 I purchased a battery and a charger which was $500.00 for my mother soon to be purchased portable oxygen ZenO. I received the battery on Friday the 13th which it stated in the instructions that I had 48hrs to contact them regarding any issues. I plugged in the unit to charge it stated once it was charged the green light would be stationed . I charged the battery overnight and the green light was blinking so the battery did not charge. I contacted the technical support department which they were not available on the weekends so I spoke with the gentleman who took my information and said Someone would contact me on Monday no one contacted me I called on Tuesday and the customer service department was busy and for me to leave my name and number and someone would get back to me. It is now the 19th and no one has returned my call regarding the faulty battery. I would like a refund. I would also like to return the unit once I get it it for a full refund.

  

  Business response

  10/19/2021

  We have been trying to resolve this with the customer. As of yesterday when we reached out to the customer again they stated the battery is charging and they are going to mark the complaint as resolved. If it's not marked as resolved by the weekend I will respond on Monday. 

  Customer response

  10/20/2021

  
  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

  08/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/14/2021 my husband **** **** ordered a Inogen One G5 portable oxygen concentrator from Albert at LPT Medical. We were told we could trade in our Inogen One G4 for at least $800 depending on its condition and extras included with it. Since we could trade in the G4 we ordered the G5 and paid $2565 by credit card. We received the G5 on 6/23/21. We contacted Albert about the shipping label and he had someone from customer service call who spoke with ****. He was told a label would be sent 6/25. **** went to ER on 6/25 and was admitted to the hospital so we were not home when UPS came to pick up the package. It was picked up on Monday 6/28 Tracking #****************** indicates the package was delivered to Parker CO6/30 9:36 am. but status indicated the package would be returned to sender. To date no check for the trade in or the package has been received. Many calls to customer service have not been returned. **** died 7/15/2021 so I am acting on his behalf to get this resolved.

  

  Business response

  09/15/2021

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

   

  After looking into this customer's complaint, ******* is absolutely correct and she should have received a check the first week of July based on when we checked the machine in. I apologize for the inconvenience *******. I am getting the check out in the mail today and you should see it early next week. It's coming from our Colorado office so I believe you will see it by Wednesday at the latest. 

  Customer response

  09/21/2021

  
  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 received a call from someone who left a voice mail message and a number to call back.  When i called back I reached a recording for customer service and got put on hold, and then told I would receive a call back when someone was available and never heard back.  customer service phone system needs to be fixed so people can eventually talk to a real person.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lied to me and told me inogen concentraters where back ordered,sold me an off brand saying they would replace it when inogen became available!!! Next day inogen called me and said they where available!!!

  

  Business response

  09/07/2021

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

   

  Many of our manufacturers are having supply chain issues, ****** included. The ****** unit you requested to buy from us was on backorder for weeks with our own inventory despite having placed regular orders with ****** for months on end. They are doing their best to keep up with the demand and they are sending us units whenever they can. However, when you called to place your order for the ****** machine we did not have any in-stock. The ****** machines are our top selling units, so if we had them in-stock we would have absolutely sold you one and sent it to you. Our inventory and what ****** has are very different. They manufacture the machine so I don't doubt that they had machines in-stock. I apologize that you feel like you have been lied to. But we didn't lie about our inventory issues. According to our records we have issued a refund and you have already returned the machine. 

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 2019 we purchased an ****** *** * * system for $2300.00. Since that time we have had nothing but problems with this machine. We have mailed it to Florida several times to no avail. They have placed new batteries in it, a new mother board and we have had to pay postage to and from Fl. The machine does not show how much battery time is left and it has a double battery. My husband ****** ************* only gets 2-2 1/2 hours on it at a time. We have made several phone calls and get no where. I called ****** at the Calif number and the lady there told me she can't do anything for us because it was purchased from another company which was LPT. When you are on oxygen you have to have a machine that you can depend on. This one you can't. I asked for a refund or a new machine and was told to send this one back in for repair. I feel five times was ample time Any help on resolving this matter would be greatly appreciated. Thank you for your assistance. **** *************

  

  Business response

  09/07/2021

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

  
  Because we are an authorized distributor of ****** products, we follow their warranty to a tee. ****** only replaces units for our patients if they have an issue within the first 90 days. After those 90 days are up, any time we request a replacement from Inogen, they ask that we have the machine sent in to be repaired. 

  
  That is why the machine was sent in for repair whenever you had an issue. However, after looking into your BBB complaint and looking at your file we have approved a replacement for you. It was shipped out on 8/31/21. The unit was delivered on 9/2/21. We apologize for any inconvenience. We were doing what ****** was asking us to do when we submitted your issue to them to get an RMA for your machine.
  

  
  

  Customer response

  09/08/2021

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

   

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my mobile o2 generator on Feb 2nd 2021 from lpt medical for approx 3 grand.After using this device for minimal ****** or less)it quit working on may 29th, wouldn't turn on.Contacted lpt and they advised me to ship it to their ******* facility for repair which I did at my own cost (77bucks)on6/1/21.After 4 weeks I Contacted lpt to check the status of my generator and couldn't get an answer but a repair facility person in Georgia would call me back within 48hrs with the status....no call back at all.Called lpt again 6/9/21 and again nobody could give me the status of my generator or even what was wrong with it. At this time I requested that they replace the generator with a new one. The rep on the phone said he couldn't authorize that but someone who could would call me back within 48hrs...no call back at all.On 7/19 l again called lpt and couldn't get a status and repeated my request for a new generator and as of 4:30pm I have still not gotten a promised call back.

  

  Business response

  08/24/2021

  Thank you for giving us the opportunity to respond to this complaint. 
  
  ******* setup the repair with us back in June of 2021. We had the machine sent to the manufacturer to be repaired under the 3 year warranty. Unfortunately due to issues with the manufacturer, they didnt have the parts in stock to complete the repair in a timely matter. In July, ******* called in and we got him a free loaner to use while his machine was still waiting to be repaired. On July 27th, ******* called and we offered to let him keep the loaner as a replacement for the machine he sent in for repair and we would take the machine back from the manufacturer so he didn't have to worry about the repair process anymore. In regards to ******* saying he didn't receive calls back, its unfortunate we were severely understaffed for a couple of months and our service lacked. Our records show he did receive calls back, but it was not in a timely fashion and we are sincerely sorry. We have hired several more customer service reps and technicians to prevent stuff like that from happening anymore. 
  
  Michael's resolution states that he wants an exchange which we are more than happy to oblige. We offered to let him keep the loaner machine as a replacement. It was basically brand new and had 7 hours of use on it.

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