Business Profile

Medical Equipment

Virtuox, Inc

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Complaints

This profile includes complaints for Virtuox, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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The 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:03/07/2025
Type:Service or Repair Issues
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 took an in home study as recommended by my PCP in July of 2024. After giving the device back and receiving results, my PCP told me my results were inconclusive and I would need another one, spending $243.08 on an inconclusive test was heart breaking. Did another test, however they sent it to the wrong address. After 2 months of back and forth trying to get it corrected I finally got my second test. Second test was again determined inclusive after another $153.62 was spent. I have now received yet another bill for $107.08. Which will in total make $503.78 for inconclusive results. Their customer service has been no help. If you try to go to their billing department directly you get instantly hung up on. Only way to get through is to their scheduling department who will then either provide different answers and billing amounts each time or will hang up on you over and over again. This company is a complete scam. Devices did not even come charged.
Business Response
Date: 03/18/2025
We have reviewed this complaint and found that the patient only tested once where charges were submitted. We have been paid $178.46 by their insurance and $44.62 by the patient. There are no additional bills or balances at this time for this patient.
Customer Answer
Date: 03/18/2025

Complaint: 23033687

I am rejecting this response because:
I have receipt and billing proof of the amounts Ive paid and both tests I have received. One testing in 2024 and the other January 2025
Sincerely,

******* *****
Business Response
Date: 03/18/2025
VirtuOx offers many different type of tests to detect Oximetry desaturations, Sleep Apnea and Cardiac related health matters.
There was only one Home Sleep Study performed by this patient with charges and payments as previously stated.
If there were alternative tests conducted, then yes, that would be a separate billing than the original test that was completed. We would be more than happy to discuss this matter if they wish to reach out to our office to discuss any billing discrepancy at ************.
Regards
Customer Answer
Date: 03/18/2025

Complaint: 23033687

I am rejecting this response because:
I have called the billing department over 11 times, which I have proof of. Each time billing department gives me different information or hangs up immediately on me. I received 2 separate tests, both came back inconclusive. 2 tests. Hundreds of dollars and no results. Now being suggested I take an in hospital test because both tests from this company have NO results.
Sincerely,

******* *****
Business Response
Date: 03/19/2025
We understand that the patient is not willing to accept our explanation of testing however, our process is to coordinate "unattended sleep/EEG studies" where no technician is present to monitor the patient during the testing. It is not a guarantee of diagnosis as the patient is indicating. There are far too many variables with unattended studies, which is a primary reason for in lab testing as a secondary option.
We realize that this is not the answer the patient is seeking however, VirtuOx provided the coordination, shipping and evaluation of the device/s and data provided as a result of testing, which was interpreted by boarded physicians.

With regards
VirtuOx
Customer Answer
Date: 03/19/2025

Complaint: 23033687

I am rejecting this response because:
I paid hundreds of dollars for answers and got none. This company is a scam, two tests and no results? Thats a scam. I have also not received any of my testing data from either test, as the patient I should receive my results. If there are too many variables for accurate results then this company should not be a company. I went to Virtuox for answers and got nothing but an empty wallet. I shouldnt have to pay hundreds of dollars for testing they know has too many variables to give answers. They are making money off of sleep deprived people looking for answers, then not giving them any, taking their money, and sending them to a real place to get answers.
Sincerely,

******* *****
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
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 charged $250 for a sleep study done on 9/6/24 that gave me inaccurate results. The virtuox test showed no clinically significant sleep disordered breathing. My doctor looked at these results and determined that sleep apnea wasn't the cause of my hypersomnia or morning headaches. He then referred me to Neurology. The test my neurologist did in December showed I do have sleep apnea and I was prescribed CPAP. I dont feel like its fair to have been charged $250 for a test that clearly wasnt providing accurate results. The billing manager for Virtuox says Home sleep apnea testing doesn't definitively rule out OSA and no refund will be issued. If this study can't definitively rule out sleep apnea what Value does it give to patients? I would like my $250 refunded as this test provided me absolutely nothing of value. This test was worthless, gave me no useful data, and delayed my diagnosis by months.
Business Response
Date: 02/25/2025
VirtuOx is in receipt of the above complaint regarding the outcome of a diagnostic test performed in September 2024.
The device which was used by the complainant, is an *** cleared diagnostic testing device owned by Resmed, a leader in sleep diagnostic testing equipment. Night to night variances in diagnostic testing are common, which is why we ask all patients to test for two (2) nights minimum however, results will differ due to sleeping variabilities, including light sleeping patterns, deep sleeping patterns, etc. which will produce results that are not compatible to a second test conducted at a later date, as in the case of this patient.
After reviewing the results, our boarded sleep physician indicated on her results that "A Home Sleep Test cannot diagnose all sleep disturbances. If this test is negative for *********************** and your clinical evaluation suggests otherwise, please refer the patient for a facility-based sleep study".
We are happy that the complainant was able to achieve a diagnosis that has allowed them to be treated however, it does not constitute a refund because of the variability.
Customer Answer
Date: 02/25/2025

Complaint: 22982079

I am rejecting this response because: Virtuox advertise this test to diagnose sleep apnea. Your advertisement says it the world's smallest, most convenient,
and accurate home sleep apnea test. It failed to detect that I have sleep apnea. It obviously didn't provide accurate results and therefore provided me no value. I'd like my money refunded.
Sincerely,

********* **********
Business Response
Date: 02/25/2025
We apologize that the complainant is not satisfied with the response we provided.
We do advertise that the NightOwl Mini is the world's smallest, most convenient, and accurate home sleep apnea test, which is based on thousands of tests performed, that include variabilities. Which is not a guarantee of diagnosis. Not all diagnostic testing is perfect, regardless of sleep, imaging, etc.
Warm regards!
Customer Answer
Date: 02/25/2025

Complaint: 22982079

I am rejecting this response because:
Complaint: 22982079

I am rejecting this response because: The test was a waste of time and money. It gave inaccurate results and missed the very condition it was supposed to be looking for.

Sincerely,

********* **********

Sincerely,

********* **********
Business Response
Date: 02/26/2025
We understand that the patient is not willing to accept our explanation of her testing however, our process is to coordinate an "unattended sleep study" which involves simultaneous recording of heart rate, oxygen saturation, respiratory analysis (like airflow or peripheral arterial tone), and sleep time; essentially a home sleep study where no technician is present to monitor the patient during the test.
It is not a guarantee of diagnosis as we have previously explained.
Regards
VirtuOx
Customer Answer
Date: 02/26/2025

Complaint: 22982079

I am rejecting this response because: Virtuox charged me for a test that didn't provide accurate information. It was a waste of money and delayed my diagnosis for months because the test said I had no clinically relevant sleep disordered breathing. I have had symptoms of sleep apnea for months before this and certainly had sleep apnea when I took the test. The home test I had done in December for my Neurologist confirmed that but your test missed it. What is the value in a sleep apnea test if it fails to detect when a patient has it?

Sincerely,

********* **********
Business Response
Date: 02/26/2025
VirtuOx has provided response to this patients complaint and has no further information to add.
We feel we have provided an appropriate response with evidence that the device utilized is *** cleared for the purpose of home sleep testing and that outcomes utilizing the device will vary based on different circumstances.
Once again, we are happy that the patient has been able to obtain the diagnosis and is receiving treatment and at this time, have nothing further to add to our response to her.
Warm regards,
VirtuOx Inc.
Customer Answer
Date: 02/26/2025

Complaint: 22982079

I am rejecting this response because: They have offered no solution.
Sincerely,

********* **********
Initial Complaint
Date:01/30/2025
Type:Service or Repair Issues
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 advised that I needed a CPAP machine. I asked the provider to call me in beginning of December to order. I have left numerous messages with the company to obtain my **** my *** has also left numerous messages to order the **** and no one from this company will return my call. At this point it is causing a delay in care and is a danger to my health. I have left messages every day for the last week as has my PCP.
Business Response
Date: 02/03/2025
VirtuOx is in receipt of the complaint filed by Mr. *******. VirtuOx is a diagnostic testing company and does not provide CPAP or other DME supplies.
Mr.******* called our office on January 30, 2025 and was provided with the name of the *** company to coordinate with for his CPAP needs.
We hope Mr. ******* has been able to resolve his concerns and in the event he has not, we recommend that he reach out to his referring Physician for further instructions.
Regards
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
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.
The test that they sell will not work unless you do not breath overnight without a CPAP machine being used. There is no mention of this and if you need to have one the test fails. They need to explain this. Scammers...
Business Response
Date: 01/13/2025
We are in receipt of a complaint filed by Mr. ************************ style="font-size: 0.875rem;">VirtuOx strives for nothing less than complete satisfaction and we wish to offer the following response as a result.
VirtuOx received a referral from Dr. ******** for a sleep study to be completed on Room Air. Patient instructions were included in the shipment along with the device and in the app that was required to be downloaded.
VirtuOx does not determine the test conditions for testing. That is provided by the treating physician who submits the orders to VirtuOx.
Mr. ******** insurance was billed for this claim and the amount in dispute was applied to his deductible. VirtuOx has not received payment from his insurance or Mr. ****** directly.
We would be more than happy to coordinate additional testing for Mr. ****** to conduct if he is interested in doing so by calling our customer support line at ************.
Regards
Initial Complaint
Date:01/02/2025
Type:Product Issues
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.
Received device and completed testing . Mailed device back on Dec 8. They are calling me saying they haven't received the device back. They keep asking me about the tracking number which I do not have. The directions said to just put the device in the return box provided and drop in mail. Now they are threatening me with Collections. Not sure what they think I can do. Once I put in mail box it was out of my hands. Meanwhile my current c pap machine is now not working and I'm stuck without test results that are needed for new machine.
Business Response
Date: 01/08/2025
We have reviewed the internal tracking information that was provided in the patients return instructions and per the ***** the tracking label was never used. In addition, the patient spoke with our customer service team and advised that they returned the device on December 8, 2024 however, we have not received it back nor has the post office received the label provided for the return.
If the patient provided their own tracking on the package and has proof of shipping, we ask that they please provide that to our office so we can run tracking through the post office.
Unfortunately at this time, the patient will remain in collections until we have proof of shipping or the device being returned..
Customer Answer
Date: 01/27/2025

Complaint: 22759810

I am rejecting this response because: I feel they do not care if the patient is now without test results. I cannot control what happens to package after its mailed. I followed instructions. Further more the people working **************** needs to be more helpful in resolving this issue. All I get is No Worries Mum then told I will be sent to collections. I will not pay for something that was lost in mail. Now I have to test at a in-house location in order to get a new cpap machine. I am prepared to fight this issue in court

Sincerely,

***** ***********
Business Response
Date: 02/06/2025
VirtuOx would never hold testing results from a patients test. We take great pride in assisting patients to get tested and obtain their results in order to receive the necessary treatment (if any) needed from their referring physician.
We cannot upload a devices data that we have not received back from them. We have thoroughly checked with the **** and they state they never received the package from the recipient.
We are unable to provide the results as a result of not having the device back in our possession to upload.
We apologize for this inconvenience and perhaps an investigation can be opened with the patients local post office.
Initial Complaint
Date:11/21/2024
Type:Product Issues
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.
On or before November 13 I got from Virtuox a medical device that was not working and missing a USB charger plug. I tried to use a different USB charger, but together with Virtuox technical support I understood that the device is not working. On November-18 I called and requested Virtuox to mail a replacement device. ******************** representative explained that their company policy is to first receive the broken device and later mail a replacement device. So I requested the mailing address to mail the broken device back to ********************. The representative explained that Virtuox should send me a return label and I should use the return label for mailing the broken device. I gave the representative my email address, but no return label sent yet.I checked my mailbox (including spam), but no email arrived. I called again on Nov-19 and on Nov-21, checked again, but no return label arrived at my mailbox (searched my spam) and did a specific search for virtuox yet no email arrived. On Nov-21 phone call I was told by Virtuox representative that I should get the label by ********* mom was supposed to start using her medical device on ******. Even if the return label will be issued on Nov-26, it would take at least one week to mail the broken device back to Viruox and one more week to get the replacement device from ********************. Which means a delay of one month from the original date. My mom [****** Meshy DOB ***********] is 85 years old! she needs the medical device because she has a medical condition! I am asking that Virtuox will mail the replacement device ASAP, enough delays happened due to Virtoux, my mom health should not be affected by Virtoux bureaucracy!
Business Response
Date: 12/02/2024
We have reached out and spoken with Mr. ****** regarding the complaint filed. We appreciate Mr. ***** for filing this complaint and bringing this matter to our attention and have assured him that we will be making a thorough investigation into it and escalating our findings and recommendations to our Board of Directors for review.
To resolve the immediate need of getting his mother tested, we are sending a new device overnight to his address, so he can be assured it is in proper condition and then he will assist in getting his mother's testing completed. We will then complete our investigation and conduct any additional training and/or replacement of personnel as needed to ensure this type of error does not occur again in the future.
We will continue to stay on top of this matter until satisfaction is achieved.
Regards,
***** *******
Director, RCM/Complaint Resolution
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
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.
07/25/2023 I did a sleep study test sent to my home by Virtuox and was returned by mail. I recently received a bill stating I owed ****** as my share after my insurance paid $200.00. I called Virtuox on 05/29/2024 and informed them I had never received the results of test and that my doctor ********************* had never received the results. I was told that my results were faxed to a doctor I have never heard of. Virtuox then informed me that even though my results were faxed to the wrong doctor, I was responsible for the bill. I tried calling Virtuox for my results last July of 2023 and was told they had no record of any test. I then had to get a new referral to another doctor and do another sleep study and was treated by them. I told Virtuox I didnt owe them anything for services not received and was still told I had to pay their bill.
Business Response
Date: 06/03/2024
To whom it may concern;
VirtuOx received a referral from ************************* dated 07/11/2023. She was created and processed through our system and on 07/13/2023, the device was shipped to her address. ********* the device was received at her address on 07/18/2023 and two nights of data were attempted on 07/19/2023 and 07/20/2023. The device was shipped back to us on 07/21/2023 and received on 07/25/2023, at which time the data was determined to have failed. We reached out to the patient and received acceptance on 07/28/2023 to conduct a re-test. We shipped the second device on the same day and the patient received it on 07/31/2023. Testing was conducted on 08/06/2023 and 08/07/2023. ******** was analyzed by our system and interpreted by our boarded sleep physicians on 08/09/2023. A copy of the interpretation was provided to the referring physician on 08/10/2023. (HST Report Physician Auto Fax 08/10/2023 07:02:19 AM HST Report (Physician) fax status changed to Success. Results are not provided directly to patients unless a Medical release form is completed requesting their results.
VirtuOx has completed testing for this patient as requested by her referring physician and the balance due on this account, which has received no payment from her insurance or herself, is due. If the patient wishes to see her results, she can submit the attached medical release form to our office and we will be more than happy to provide them.
Please let us know if we can be of further assistance to you regarding this matter.
VirtuOx Inc.
Customer Answer
Date: 06/04/2024

Complaint: 21776649

I am rejecting this response because:
Yes, I took the test x2 and returned the device. **************** office stated they never received the results of the test. I reached out to Virtuox and was told there was no record of my test on their end. I never heard another thing until this May 2024, the recent bill showing my insurance paid them $200 and I owed the balance. Upon contacting Virtuox I was told my results were faxed to a *****************, who I had never heard of, and is not a part of **************** group.
After being informed by Virtuox they had no record of my test, I was referred to a different ****************** where the sleep study was repeated and I was treated for my sleep apnea. I see no reason to pay for services not received. I do not need Virtuoxs results after nearly 1 year later when I had to go through getting another referral and treatment. They should be glad to have received $200 from my insurance when my insurance had to pay to have this serviced repeated by another provider. I see no reason to pay Virtuox any money for services not received.

Sincerely,

*****************************
Business Response
Date: 06/18/2024
Virtuox has always had a copy of her records and we are not sure why anyone would have told her differently. In addition, the referring did receive a copy of the report.
In addition, there has never been a payment to VirtuOx as we are out of network with her insurance. If she can provide a copy of an EOB reflecting payment. We would be more than happy to look into this.
If we do not receive a copy of her EOB, we will be forced to submit her open balance to an outside collection agency. VirtuOx has provided a service and has not been paid for it accordingly.
Customer Answer
Date: 06/18/2024

Complaint: 21776649

I am rejecting this response because:
Attached is copy of bill received from Virtuox. It clearly shows insurance paid $200.
I cannot help that your office told me they had no record of this service nearly 1 year ago, when I tried to solve this issue. I never received the results from this test and my provider states they never received any results. You stated the results were faxed to a provider I never heard of and I believe this is a violation of privacy issue. I never received any results from your office and do not feel any responsibility for mistakes on your end.
If your business keep better records maybe this issue could have been resolved sooner.

Sincerely,

*****************************
Business Response
Date: 06/25/2024
We apologize that our patient, **************************** was not satisfied with our services however, it would have been impossible for Virtuox to interpret the results of her study in 2023 as she did not complete testing until 12.31.2023.
The device was shipped on November 30, 2023 and received at patient's address on December 4, 2023. The first night of testing was not started until 12.29.2023 and the second night completed on 12.31.2023. The data must then be interpreted by one of our boarded sleep physicians upon completion of testing,which sets the date of service, which was conducted on January 1, 2024.
Unfortunately,due to delayed testing, this did delay the final testing and a billing date occurring in 2024. The patient's insurance had expired at that time and as a result, her balance is a reflection of such.
Business Response
Date: 06/26/2024
Thank you for submitting the updated inquiry regarding this patient.
That is not a payment from her insurance but rather an adjustment to the billed rate and an out of network rate of $250.00 applied with an adjustment of $200.00.
Had her insurance company paid, there would be an EOB from her insurance company.
We encourage her to contact her insurance company and inquire on the same.
With regards
Customer Answer
Date: 07/01/2024
I contacted my insurance company on 07-01-2024 and talked to ****** in customer services.
I was informed that UHC pays in advance for a monthly service and the provider assumes all risks for cost. I also have no deductible or co-pay on this claim. I was also told this service was denied before Virtuox started sending out the device.
****** then call Virtuox and informed them of their agreement with them.
They have requested a copy of this agreement and it has been sent.
My insurance said this matter has been settled and I do not owe any money. I was advised to ignore any further bills or phone calls from Virtuox.
I consider this matter closed.
Business Response
Date: 07/13/2024
We are in receipt of the same complaint originally filed claiming that the insurance paid, when it clearly shows an adjustment, not a payment.
VirtuOx did perform a service that the patient agreed to conduct, received the device and completed the study. This is her balance, and we cannot make any adjustments.
At this time, her account is being referred to collections.
Regards,
VirtuOx Inc.
Initial Complaint
Date:06/19/2023
Type:Service or Repair Issues
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.
Purchased VirtuCLEAN 2.0 Waterless CPAP Cleaner and received June 2020 for $235. Both my wife and I are elderly and after seeing reviews addressing benefits of the system such as automatic cleaning, kills *****% germs and bacteria in 30 minutes, portability and no longer having to manually clean our cpap. Subsequently, we contacted vendor ApriaDirect, and made the pricey purchase. We encountered issues on or about two years after purchase. Virtuclean unit would not charge when plugged into outlet, thereby not able to clean cpap.My daughter made several attempts to contact ApriaDirect who directed us to Virtuclean and no response.We eventually emailed Virtuclean and was informed they would send a replacement. After several weeks of waiting, we reached out to Virtuclean and they responded with Device is out of warranty. After trying to respond back with an explanation, no response was received. They would not provide a response on how to repair the device or what the problem with the device could be. Appreciate any assistance you can provide.
Business Response
Date: 06/28/2023
We are in receipt of the complaint filed by **************

We are reviewed the complaint and would like to apologize that your experience regarding your VirtuCLEAN 2.0 device was anything less than satisfactory.
Your device is currently out of warranty, and there is not an option to repair the device. *** standard device warranty is 2 years from the date of purchase.

To ensure that you are able to continue cleaning your device(s), I will approve that a new replacement is sent with your approval.
Please contact me directly at ********************************************.
Regards,
*********************
VP of Sales-HLS & Totalis Medical
Direct: ************
Product Sales Fax-************
HST Fax-************
MCT Fax-************
********************************************
www.virtuox.net

Customer Answer
Date: 06/29/2023

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
Date:02/28/2023
Type:Service or Repair Issues
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.
My Vitruclean 2.0 quit working a couple months ago. Inspection showed that the fan did not operate. No ozone was being produced. Upon opening container, corrosion was observed on the circuit board and the battery was corroded and no longer attached!
Business Response
Date: 03/15/2023
We have reviewed the complaint and found that this matter was already resolved.
Our customer service department already replaced the device for ****************** as a courtesy, even though it was out of warranty.
Please let us know if we can be of further assistance regarding this matter.

Regards
Customer Answer
Date: 03/21/2023

Complaint: 19515162

I am rejecting this response because:I have been away from home for two weeks and had a hold on my mail. I never received a package from Vitruclean. If a package was sent please advise me of the shipping method. I have a Ring door bell system and no package came while I was away!

Sincerely,

*****************************
Customer Answer
Date: 03/27/2023
***Received From Consumer***

It is Thursday March 23 and I want to let you know that I received a replacement VirtuClean unit last night via Federal Express. To those that have helped me and my wife get a replacement unit, thank you very much.
Initial Complaint
Date:11/12/2022
Type:Service or Repair Issues
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.
I received a bill in the mail on 11/12/2022 for a home Oximetry test for 08/12/2021 that was ordered by my doctor and *************** Services handled it for my doctor. My ******** and My ***************** paid the entire bill and I owe nothing. This company of which I have never heard of is trying to scam me out of another $7.27 and I want them stopped. My two insurances take care of my tests and I never owe a *****. This company must be stopped from scamming people, especially seniors.
Business Response
Date: 11/13/2022
We have reviewed the complaint received from **************************
On 08/21/2021, ************************* signed our Acknowledgment of Benefits advising that VirtuOx would be performing the testing and releasing information to the not only the referring physician but also the local durable medical equipment company. (see attached)
VirtuOx completed testing, provided those results to her physician and submitted claims to Medicare. We were paid by ********* which resulted in a balance of $7.27, which remains open. We have not received payment from her secondary, which is why there is an open balance.
If ************************* has a copy of the *** from her secondary that she can provide us, we would be more than happy to investigate further.
Customer Answer
Date: 11/14/2022

Complaint: 18396210

I am rejecting this response because: ************** Plan F paid what ******** didn't pay. I just received an email from a ********************************************* stating that I was correct that my insurance paid that bill and I was billed in error so I expect an apology from the company on this BBB complaint. My husband has had the same test and we better not have to go through this again with this company. They need to straighten out their records and I see why the federal government fined them millions of dollars.

Sincerely,

*************************
Business Response
Date: 11/14/2022
We have tried to satisfy the complainant and even advised the following in an email to her this morning.
She submitted a contact us to our portal. Our Billing team had already began looking into the complaint based on an email from myself after responding. Their response to her was as stated below:
The person that responded to the BBB requested we look into this this morning. When we checked with the payer, they acknowledged the payment was made however, we never received the remittance.
We are working to resolve that and as a result, you can ignore the statement.
We believe this should meet the requirements of the BBB to satisfy this complaint.
Regards

Customer Answer
Date: 11/16/2022

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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