ComplaintsforSecondwindCPAP, LLC

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/27/2021 my I ordered a resmed s9 asv machine for $2,199.00. My doctor spoke with Leslie at second wind recommending instead i purchase a resmed s9 vpap st for $1,899.00 and was refunded $300.00 on 09/02/21 and the machine was shipped to me that day. I received it a week later and had problems with it from first use. I went back to my doctor's office twice to check the machine and adjust settings. I woke up after using it in afib and with breathing difficulties apparently because this machine is not properly supporting my breathing. It also has an odor. I contacted Leslie September 20, 2021 (within the 15 day period required for notification) that I wanted to return this machine for a refund. It puts my life at risk to use it. She wanted to replace with another machine but does not have one that has the appropriate settings to support my breathing. She delayed resolutionof the issue for over a week and I spoke with Briar who was rude and would not discuss a resolution.

  

  Business response

  09/27/2021

  Customer called and wanted to return used machine.  Our return policy states a return can be made within 14 days unused with a 15% restocking fee (listed on every page on our website).  Leslie worked with her physician to set machine per her (physician’s) recommendations.  We discussed having her physician call us to discuss her settings and customer said she would do that and followed up with a call to see if her physician called (this was a week after our initial call).  The machine she had been currently using was recalled by the manufacturer, so customer was not used to the different manufacturer.  She at no time said anything about an odor.  We offered to purchase machine back as there was nothing wrong with the machine she purchased, and we did not hear from her physician who was very willing to talk with us to help customer get a correct replacement for her patient – this customer.

  Customer response

  09/29/2021

   I am rejecting this response because:
  
  Their return policy is not practical for life support machines such as these because you have to use it to determine if it is functional. In my case this machine is triggering afib and severe asthma.  Leslie informed me that they do not have a machine they could exchange for this one that could properly support my breathing per my doctor's order's.  Leslie also requested the doctor contact her back as a delay tactic to avoid resolving the issue.  The seller states there is nothing wrong with this machine but offered only to buy it back for $400 after I paid $1,899.00.   This seems fraudulent to me.  At the very least it displays a total lack of concern for customer satisfaction.  After a week of delays by Leslie, I realized this issue is between the seller and buyer and not the doctor.  The doctor provided all the necessary information and should not be involved in this dispute.  Resolution of this issue is important to me because it is a matter of life and death.  Briar contacted me after a week of attempting to call and resolve this issue through Leslie.  Briar was rude, disrespectful, yelled at me from the start of the conversation and told me all of this was my problem and not hers.  She showed a total disregard for my health as this is a life and death issue.  Because of the way I have been treated I expect a total refund of $1,899.00.  It appears to me they are more concerned with money than with customer health and safety.    I was unable to even address the issue of the odor because I was yelled at and not listened to.

  

  Business response

  09/30/2021

  Diane was informed there was not a machine exactly like the one she was currently using but with the guidance of her doctor, we found and set the machine specific to her needs along with requesting a prescription and following the settings outlined within the prescription.   We did inform her to contact her physician regarding any problems she was experiencing and if she was having such severe problems, she should be in the consistent care of her physician.  We never used any ‘delay tactics’ nor would we, Leslie does not work on Fridays and we are closed on the weekends so that would be the longest she would have been ‘delayed’.  We have been in business for over 15 years and deal with hundreds of customers using cpaps to hospitals needing ventilators and are very consistent with appropriate with fulfilling the needs requested.  Diane had not ONCE described to anyone here that there was an odor and all machines are triple checked for odor neutrality not to mention the machine had only 23 total hours of usage on it (less than 3 nights of use).  There is not a risk-free trial on any of our machines and there is our return policy stated on each page of our website.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent this business my CPAP on June 16th, 2021. They received the CPAP on June 18th. They told me in an email that they send the payment out in 2-3 business days after receiving a CPAP. At the latest, they should have sent the check by June 23rd. I told them that I did not receive the check in the mail. They told me they sent it on June 29th. I still have not received the check. When I contacted the company via email, they ignored me. when I called the company, they told me that they didn't want to cancel the check and send me a new one because it costs them too much money.

  

  Business response

  09/15/2021

  We sent this seller a company check to the address she provided. Once the check had already been mailed, she called stating she moved and that she thought the post office would forward the check to her new address. We told Dawn that if she wanted to split the stop payment fee that we would stop payment on the check and mail her a new one. She disagreed with that and said she would call her local post office to see what was going on. We did everything correctly and mailed the check to the address SHE provided. This complaint is very unreasonable for many reasons. 

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