ComplaintsforSoClean, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted so clean numerous times by phone and email since 5/16/2024. Their representative ***** set up a claim and twice asked me for pictures of different views which I sent. They offered me a So Clean 3 at a price that was higher than I could get on a on line site. Nightstand is ruined because their machine leaked out water from bottom and went under my husbands bi-pap machine. As you can see by the pictures the cost to have the nightstand sanded, stained to match is more than the ****** which I paid. I was willing to give this company time to resolve but it has been two months and they do not return my phone calls or emails. I did send them an email stating that I was filing a complaint with the BBB, they did not respond. I have talked to *****, *****, ***** and today 7/18/2024 I spoke with ******. They also said a manager would be in touch, never got a phone call. This machine was purchased on 9/14/2018 from Easy Breathe and is out of warrantee which I understand, but it should never have leaked from bottom of machine I don't care when I purchased. This is a So clean 2 machine and I do think they are responsible for the leak which caused major damage.

  Business response

  07/22/2024

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

  The SoClean 2, if used in accordance with the *** (Instructions For Use), is designed to prevent water from the humidifier of your sleep equipment from flowing into the device.  This is accomplished by use of the check valve, either included with the original purchase or free of charge with any genuine SoClean replacement cartridge filter kit.  The check valve should be located approximately 6-8" from the SoClean adapter as part of the black ozone tubing set up (see attached image), and the end of the check valve with the tab labeled "CPAP" (and the arrow) must be facing toward the humidifier.

  After reviewing the photographs you provided, there does not appear to be a check valve in place.  Furthermore, based on the image of the product packaging, the replacement cartridge filters and check valves being used are not genuine SoClean filters; they are "off-brand."  As stated in the SoClean 2 warranty, the warranty does not cover any charges for labor, downtime, or any other consequential or incidental damages resulting from the sale, use or improper functioning of the product. This warranty does not cover product
  failures due to misuse, abuse, improper maintenance, normal wear and tear, typical required periodic replacement products, or circumstances beyond the control of SoClean. IMPORTANT: To ensure authenticity, filter kits must be purchased directly from SoClean or from an authorized reseller store or website. For purchases from an online
  marketplace, such as Amazon, please check sold by SoClean before making your purchase. Authentic SoClean filters contain technology required for safe use of the SoClean device. This warranty does not cover damage caused by use with an inauthentic filter and check valve and not replaced in accordance with usage instructions.

  For these reasons, SoClean cannot be held responsible for the damage to your nightstand.  If you continue to use your device, please ensure that you follow all instructions for proper set up to the AirCurve, and use only genuine SoClean replacement products.

  ********************, Director of ************** Operations

  Customer response

  07/25/2024

   
  Complaint: 22008039
  
  I do not accept the business's response as a resolution to my complaint because: [you must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 

  I enclosed a picture of so clean adapter for Res *** Air Sense 10 and nowhere in these directions does it have directions to install a check valve. This so clean did not leak since I purchased and there were no directions on how or why to install this ck valve, I was given just a long black connection (see 6) and as per pictures there is not one there shows a valve.

  I think directions should be clearer esp when the check valve
  
  Sincerely,
  
  ***************************

  Business response

  07/25/2024

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

  The instructions for using/installing the check valve are included with each genuine SoClean 2 Filter Kit (which includes both the filter and check valve).  However, because you have been using off-brand filter kits, we cannot be sure the instructions included have accurate information.

  The direction for using the check valve are not part of the SoClean adapter instructions.

  ********************, Director of ************** Operations

  Customer response

  08/01/2024

   
  Complaint: 22008039
  
  I do not accept the business's response as a resolution to my complaint because: I think So Clean machine should not have leaked through bottom under any circumstance and using their product of filter and ck valve is just a way of making owner of So Clean buy additional products from them instead of cheaper(same) filters
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First, the nightstand was advertised on SoClean's website as being fully assembled. It was not. A "sliding" shelf was supposedly attached to the bottom of the nightstand, but was not when I pulled the nightstand out of its shipping container. Instead I found what looks to be the shelf at the bottom of the box.The instructions say to slide the shelf above the fixed shelf already there. I tried, but the shelf is obviously too narrow to sit on anything. I have attached photographs to show this.I asked SoClean's customer service first for advice and then when they fumbled, I asked for a replacement shelf that fits to be sent to me. They said they could not do that. I asked to speak to a supervisor, and they said there was not way to transfer phone calls and that a manager would call me back in one to two business days (of course, today is Friday, so we're talking middle of next week). Meanwhile, I have an unusable partially assembled "fully assembled" nightstand sitting in the middle of the bedroom floor with no resolution in sight. It appears I am out my $299 plus $50 shipping.I prefer simply receiving the proper shelf so that I can install it and use the piece. Barring that, I want a refund, including shipping costs both ways.

  Customer response

  03/22/2024

  UPDATE: A manager from SoClean contacted me this afternoon and agreed to arrange for a replacement shelf to be sent to me. Once that arrives, I will consider this matter closed.

  Business response

  03/23/2024

  Hi ****,

  I apologize for your frustration and that you received a nightstand with a damaged shelf.  I understand that you spoke with **** from our ************* Team, and he is making arrangements for a replacement shelf to be shipped to you directly.  

  Thank you for your feedback, we hope this resolves the issue for you.  Don't ever hesitate to reach out to our Support Team at ************.

  ************, SoClean Support

  Customer response

  03/25/2024

  **** did indeed contact me and today he sent me an email saying that the manufacturing is sending me a replacement shelf. Upon receiving the replacement shelf, I will consider this matter resolved. Thank you.

  Customer response

  03/25/2024

   
  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

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered So Clean prewash at the same time I ordered the Soclean filter kit 12/26/23. I gave her the correct card information, I only received the prewash. The representative was supposed to process the order for the filter, but she did not. And the result I had to reorder on 1/4/24 the filter kit again, meaning I have to wait another 5-10 days to change the filter. Which can cause me to get infections in my sinuses.

  Business response

  01/08/2024

  Mr. ************

  I apologize for the delay is shipping your filter kit.  A refund for the purchase ($32.10) will be processed.  You should see the credit applied to your credit card account within the next 4-6 business days.

  Thank you for your understanding.

  Andy M., SoClean Support

  Customer response

  01/09/2024

  Are you sending the item at no cost and refunding me my money back? I got a notification that the item has shipped. I don't want to cancel the order as I still need the filter. If you have questions please call me **********

  Business response

  01/09/2024

  Mr. ************

  The shipment has not been canceled.  According to the tracking information, it is out for delivery today.  You will be credited for the price paid ($32.10).

  Andy M., SoClean Support

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ref: Machine adaptor non-performance issue, deceptive practice regarding adapters On or about November 24, 2019, I purchased the "SoClean2" from your online store via #********** for THREE HUNDRED AND FOUR DOLLARS AND FORTY-ONE CENTS. During the purchase process, I expressed my requirement to upgrade from my Resmed 10 to a Resmed 11 CPAP machine. Your sales agent assured me that I should purchase the unit, and when SoClean has an adaptor for Resmed 11, I would be provided one "free of cost." Please refer to voice recordings from that day to verify the authenticity of the statements. At present, the adaptor for the Redmed 10 is inoperable, and I cannot use the SoClean device. Furthermore, SoClean is not honoring its commitment to provide a complimentary adaptor for Resmed 11. The product's non-performance and continued inability to use the SoClean with a defective adaptor is causing hardship and adversely affecting my well-being. I purchased the SoClean device and the extended warranty in good faith and trusted that SoClean would honor their commitment as the adaptor is non-performing. I would expect SoClean to replace the Redmed 10 adaptor under warranty and provide the complimentary Redmed 11 adaptor. Unfortunately, your customer service representative hasn't been able to help me with this. So, I would like to have a supervisory review of my complaint before escalation.

  Business response

  08/13/2023

  An adapter has been sent to you free of charge.

  Andy M, SoClean Customer Support

  Customer response

  08/15/2023

  
  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

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I bought the so clean 3. I was told that a humidity chamber adapter for the resmed airsense 11 would be coming shortly. Then I was told that it would come in a couple months. Finally after about 6 months and they sent me a adapter for my hose so I can use the machine just with the hose. And that the humidity chamber will be bypassed until they had a solution for the humidity chamber. It's been over a year and no solution has come forth. When I was sold this device it was as a complete package to include the humidity chamber for sanitation. Resmed has issued a statement saying that any use of a soclean would void my warranty because of the ozone used to sterilize and sanitize. Something that the company has never addressed. I am requesting a refund for the device as it essentially useless to me as it's not delivering what was promised.

  Business response

  08/04/2023

  Hi *****,

  Thank you for reaching out.  I apologize for the mixed messages you have received concerning the ResMed AirSense 11 adapter.  As you know, we no longer plan to connect directly to the CPAP unit itself, as ResMed has indicated that repairs purported to have been caused by the use of any ozone cleaning device will not be covered under their limited warranty.  For the purposes of sanitizing your equipment, the parts most susceptible to germs and bacteria are the mask and hose.  CPAP users should continue to follow manufacturer recommended instructions and the time interval for periodic cleaning.  I understand that you have been contacted and offered a return for refund.  Please let us know if there is anything else we can do to further assist.

  Andy M., SoClean Customer Support

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought the SClean2 4-14-2023 at Walgreens at a cost of $160.11. When I got the unit home and unpacked it I found out that it did not have the adapter to fit my CPAP machine. the enclosed card stated "Don't see your CPAP machine adapter? Call us! We'll overnight the correct part to you for FREE. We've included extra adapters in case you change CPAP brands in the future. I called the customer support number ###-###-#### I was told that it would be 5-7 business days before i would receive the adapter or that there would be a $20. charge to get it overnighted.

  Business response

  04/17/2023

  Hi *****,

  Thank you for reaching out.  I am sorry that you were not offered the free expedited shipping and the adapter indicated.  There appears to have been some confusion regarding this offer with our call center team.  I have clarified for them so that this does not occur again.  In the meantime, we have shipped a second order free of charge using Fedex, tracking number ************.  This should be delivered tomorrow, April 18th.

  Thank you for your support!

  Andy M., SoClean Customer Support

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a problem with dizziness, headaches, and nausea and then I learned that the soclean was causing problems with my cpap machine.

  Business response

  04/18/2023

  Dear Mr. ******,

  Thank you for reaching out.  The SoClean has been the subject of much misinformation, including that it will damage CPAP machines or cause serious illness to the user.  SoClean rejects these assertions and are confident in its effectiveness and safety.

  Philips issued a recall notification for many of its products within its Sleep & Respiratory Care portfolio, informing patients and customers of potential health risks related to the integrity of the sound abatement foam used in these products, specifically the Philips BiPAPs, CPAPs and mechanical ventilator devices. SoClean is committed to the health and safety of sleep equipment users, supports Philips in its recall efforts, and wishes to ensure that consumers have as much information on this important action as possible.
  
  This recall is a result of a problem with the sound abatement foam Philips chose to use in specifically identified products in their Sleep and Respiratory Care portfolio. While it was suggested the foam degradation may be exacerbated by using an ozone cleaner, the majority of the products that are being recalled have no connection to an ozone cleaning device.
  
  In addition, SoClean is vigorously defending itself against the false and misleading statements made by Philips.  The information concerning the lawsuit can be reviewed here:
  ****************
  
  Philips listed several potential factors that could have affected the sound abatement foam in their products, such as high heat, high humidity, and the use of ozone. A singular cause has not yet been determined. SoClean remains confident in its product and encourages users to continue the use of their SoClean machines with the appropriate sleep equipment.

  I understand that you have been in contact with the SoClean Customer Care team and we have offered a refund for your device.  Please let us know if we may be of further assistance.

  Andy M, SoClean Customer Support

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had sleep apnea and have used a CPAP machine for years. On June 3, 2019, I ordered a So Clean machine for cleaning my CPAP (Invoice # *********) and paid $458.85 on my credit card. The machine was received as ordered and I began using it. Within a few weeks, I began experiencing sinus infections and migraines. My family Dr. encouraged me to stop using the machine for a while. After a few weeks, I was fine. So after a few months, I experimented with it again and the same thing happened. I tried this several times. Two different Respiratory Therapists recommended I stop using it completely. I contacted SoClean and advised them of the issues. After someone called me and got all the details, I was issued a Return Authorization (#*********) on January 12, 2023, for the full amount. I was emailed return shipping documents and I returned the item by FedEx on Jan 13, 2023. I received confirmation that my item was received by them on Jan 20, 2023. I received an email on January 27, containing a Credit Memo (#*******) for $228.85. I called immediately to find out why I was only receiving half since the Return Authorization was for the full amount. The lady I spoke with on that Friday assured me a Supervisor would return my call within the hour. I waited 2 1/2 hours and called back, at which time I was told a Supervisor would return my call within 2 hours and that she would "expedite" the issue. I waited over 3 hours and called back again, when a gentleman explained it usually takes 24-48 hours for a reply He would again expedite the issue.. Fine. I waited until Tuesday, Jan. 31 and called again and was told that someone would definitely call me later that afternoon, or the next morning. No call. I called again today and was given the 24-48 hour line. Would that not be from the initial call? I feel like now that they have my machine, I'm being given the run around. Please help! Now I'm out the $458.85 AND the machine!

  Business response

  02/06/2023

  Hi ******,

  I apologize for the confusion surrounding your return and refund for the SoClean machine.  The refund amount has been corrected, and you will be receiving two refund checks totaling $458.85 CAD.  Please allow for 1-2 weeks to receive them by mail.

  Respectfully,

  Andy M., SoClean Customer Support

  Customer response

  02/06/2023

  
  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

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a So Clean machine. Had I have known about the dangerous issue with the ozone, I would never have bought it. I have had all the gaskets replaced once already and my medical supply company won't do it again. I was advised to put the So Clean in a box and contact So Clean. I suffer from chronic sinus infections and most recently RSV. I am now forced to use a 15 year old machine for my therapy because of the damage done to my machine. I now sit and wait for a new machine. The damaged one is less than 5 years old.

  Business response

  12/22/2022

  Hi ********,

  We have processed your refund as requested.  You will receive a reimbursement check in 2-3 weeks.  We regret that the Philips recall has influenced your decision to discontinue use of the SoClean.  We stand by our products and will continue to litigate against Philips for their false and misleading statements.  Our official response to their claims is as follows:

  "On June 14, 2021, Philips issued a recall notification for many of its products within its Sleep & Respiratory Care portfolio, informing patients and customers of potential health risks related to the integrity of the sound abatement foam used in these products, specifically the Philips BiPAPs, CPAPs and mechanical ventilator devices. SoClean is committed to the health and safety of sleep equipment users, supports Philips in its recall efforts, and wishes to ensure that consumers have as much information on this important action as possible.
  
  This recall is a result of a problem with the sound abatement foam Philips chose to use in specifically identified products in their Sleep and Respiratory Care portfolio. While it was suggested the foam degradation may be exacerbated by using an ozone cleaner, the majority of the products that are being recalled have no connection to an ozone cleaning device.
  
  In addition, SoClean is vigorously defending itself against the false and misleading statements made by Philips.  The information concerning the lawsuit can be reviewed here:
  
  *************************************************************
  
  Philips listed several potential factors that could have affected the sound abatement foam in their products, such as high heat, high humidity, and the use of ozone. A singular cause has not yet been determined. SoClean remains confident in its product and encourages users to continue the use of their SoClean machines with the appropriate sleep equipment. Philips users should resume use once Philips has resolved their foam issue.
  
  Unless customers are within 30 days of their date of purchase, they are ineligible for a refund. However, should you be changed to a new PAP machine due to the recall and need a new adapter, you can contact our Customer Care team to receive a new adapter. They can be reached by dialing ***** ********, and they are available Monday through Friday, from 8:30 am to 9:00 pm ET (excluding holidays)."

  Customer response

  12/27/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I am awaiting the refund check. I paid close to $400.00 for the machine.  No amount was stated on the response I received from So Clean as to the amount refunded. If I am not refunded in full, I will not accept the response. 
  Sincerely,
  
  ******** ********

  Business response

  01/04/2023

  Hi,

  The refund amount is $344.52 for the original purchase of the SoClean on 2/3/2019.

  Andy M.

  SoClean Customer Support

   

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just purchased a filter a resivor cover for my Soclean 2 machine and Resmed Airsense 10 CAP machine. The resivor cover is not the type that I have regularly received the past 2 years. I called customer service in which the person was absolutely unhelpful and didn't answer my question. I was told a supervisor would call me in three days. Absolutely outrageous as if the cover is the incorrect version, it can ruin my CPAP machine.

  Business response

  11/22/2022

  Hi ******

  It appears that Kristen from the SoClean Customer Care Team has contacted you and arranged for a replacement of your AirSense 10 lid adapter.  I hope this solves the fit problem you had been encountering.  If you need further assistance, please call 866-501-3705 and we would be happy to help.

  Andy M., SoClean Customer Support

*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. ↩