ComplaintsforSoClean, Inc.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  SoClean:  Two claims for SoClean appeared on my United Healthcare (UHC) medical/health insurance account: (1) UHC Medical Claim # D******034 for Dates of Service: 07/29/2022 - 08/05/2022; Date Received by UHC: 10/18/2022.  $452.46; and (2) UHC Medical Claim # D******035 for Date of Service 08/05/2022; Date Received by UHC: 10/18/2022.  $391.44. I do not recognize either.  I have no idea what they are for or why they appeared on my UHC Account.  UHC told me that SoClean submitted them to UHC.  This does not sound correct to me.  I have attached the two (2) UHC EOBs, as well as my UHC card (member ID *********). Please note that these contain confidential and personal information, including my Protected Health Information (PHI) and private Personal Identifiable Information (PII). Please handle my PHI and PII with all appropriate care. I am providing them to help with this case only, and solely to help fix these unknown claims. I did not submit them and do not recognize the dollar amounts or dates of service. Note: My last purchase from SoClean was on or about July 9, 2022, and I returned that purchase for a full refund.  (SoClean order ********* Return Auth. #********7).  I asked UHC about these two claims, and they told me that the provider, SoClean, submitted them.  Did SoClean submit these claims for me?  If so, why and for what? Can you please research on your end and let me know what these may be for? You may also contact UCH about these two (2) claims: UHC can be reached at 844-253-3950 (UHC Customer Service) and/or 877-842-3210 (UHC Provider Line). You may need to reference the two claim numbers (UHC Claim # D******034 and UHC Claim # D******035) and my UHC member ID (*********). Thank you! ******* **** ************ *** ******** *** *********** ** *****

  Business response

  10/24/2022

  Hi *******,

  SoClean did not submit these claims.  Our records show that you purchased a SoClean 3 plus additional accessories for $421.95 on 7/922, and then a subsequent return and refund on or about 8/5/22.  The two amounts in those claims do not correspond to any purchased through SoClean, Inc.  We recommend that you follow up with UHC to resolve.  

  Thank you for your understanding.

  A.M******** SoClean Customer Support

  Customer response

  10/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18297242, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In December of 2022, I bought a SoClean 3 for $265.36. I spent hours on an endless phone loop trying to get help to setup the unit, but was finally successful. I have used the unit around once a month, probably 10 times so far. I had planned on using it infrequently because the activated oxygen is hard on the plastic Resmed internals and my medical provider suggested I only use it sparingly. In June, I actually had to replace the motor inside of my Resmed... unsure if related, but it was before I was allowed to buy a new unit so it came out of my pocket. The advertising states "The filter should be replaced every six months if you use your SoClean daily." Therefore, I figured I should be good for at least a year... Note that it says "should" and not "must". My SoClean 3 stopped working indicating that I need to replace the filter. I called technical support and they informed me that these filters are hard coded to expire every six months. I feel cheated... the advertising is deceptive. I never would have purchased the unit if I was told that I would have to spend $60+/year to clean my mask.

  Business response

  09/06/2022

  Hi Mr. ******,

  Thank you for reaching out.  I agree that the language on our website is not clear, and I have asked the web team to update.  The SoClean is designed for daily use, but we understand that some users prefer to use it less frequently.  After six months, regardless of usage the filter is less effective at converting ozone to regular oxygen, so the six month expiration is a safety issue.

  My understanding is that Tricia has reached out to you by email to provide a few options to resolve your concerns.  Please let her know how she can assist.

  Thank you again for contacting SoClean.

  A. M*******, SoClean Customer Support

   

   

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April of 2022 I purchased So Clean 3 from the company for $273.54. I did not attempt to set it up until Sunday, August 14, 2022, at which time I was unsuccessful. I followed all the steps required, and I kept getting a solid red triangle. I made several calls to customer service, each time getting a different agent. I did all the things they suggested, but still ended up not being able to run the maintenance cycle. I always ended up with the red triangle. The machine does not work at all. I have already wasted several hours trying to get it to work, to no avail.

  Business response

  08/16/2022

  Dear *********

  I am sorry for the trouble with your SoClean device.  If it is not functioning and you would like a refund, please call the Customer Support Team at 866-501-3705 and we will be happy to issue return authorization.  In addition, we will provide you with a prepaid FedEx return label so that you may ship at no cost to you.  Thank you for letting us know.

  A. Morrison, SoClean Customer Support

  Customer response

  08/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17720569, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned my unit back to SoClean within the time frame. I called and requested a check before they received the unit back. They made note of it on the account. I explained the card I had on file was no longer in use. So I gave it a couple days for SoClean to receive the package back and they said the refund was sent to my old card still apparently when I called ahead of time to make them aware that I no longer has access to it. So Kevin who I spoke to, took my new card info down and stated it would be put onto my new card instead of the old. I’ve waited and still no money. I am demanding my $348 back that SoClean still owes me, they sent it to the old card which I don’t have access to anymore.

  Business response

  08/16/2022

  Hi Mr. ******

  I apologize for the mistake and subsequent confusion surrounding your refund.  We issued the refund to the original payment method instead of by check and are unable to reverse the transaction as the account is no longer in use.  The refund was successfully processed by the original card issuer, The Bancorp Bank (V-3505, see attached), even though the account may have not have been active at the time.  Most banks will automatically issue the refund directly to the consumer, and you should be able to contact them to ensure that this is completed.  For the bank's reference, the ARN or Trace ID is 7**********************.  The bank can track the refund with this.

  Again, I am very sorry for the inconvenience and thank you for your understanding.

  A.M*******, SoClean Customer Support

   

  Customer response

  08/16/2022

  
  Complaint: 17711521
  
  I do not accept the business's response as a resolution to my complaint because I was told by a representative that this refund was being sent to my new card on file. I don’t have the old account anymore and the bank has no information on it. I am requesting my refund sent to the Mastercard you have on file or a new machine sent back to my address. This is $348.00 that is still owed back to me. 
  
  Sincerely,
  
  ***** ****

  Business response

  08/26/2022

  Hi Mr. *****

  We apologize again for the error and inconvenience.  We have continued to try to resolve through the card issuer, Bancorp Bank, trying to confirm they received the refund amount from SoClean.  We provided them with the Sales receipt, Refund receipt and the Trace ID.  We encourage you to reach out to them directly, as they are seeming reluctant to provide us with the information we need.  For your reference again, the Trace ID for the refund is 7***********************

  Thank you again for your patience and understanding.

  A. M******** SoClean Customer Support

  Customer response

  08/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17711521, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Resmed Airsense 10 in 4/2019 I purchased a SoClean 2 on 5/2019 I used it regularly until 11/2019 (my cpap machine got lost so I had to purchase a new one) A few months later my old machine appeared. The new one started doing a big noise in 2022 and Resmed fix it. In the meantime I was without my machine for 60 days so I started to use my old machine and after using Soclean it started to do that noise again. Reading Internet, that damage is because the Ozone, and I'm out of the warranty with Resmed but it is unfair to have to waste a machine because the harmful product you sell. I'm seeking for a refund on the cost of the Resmed machine or fix it at Soclean expense and refund of the $276.80 i paid for the Soclean

  Business response

  08/04/2022

  Dear Mr. *****

  I'm sorry to hear that you have had problems with your ResMed CPAP machine.  SoClean stands by it's product and is willing to resolve the issue to your satisfaction.  You should have received an email from the Customer Care Team concerning your complaint.  Please provide the require information to the Support Team, and they will be happy to assist.

  Thank you for bringing this matter to our attention.

  A. M*******

  SoClean Customer Support

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 18, 2022, I ordered a soclean 3 Machine from Soclean. The machine arrived approx. one week later. I did not use it immediately as I had a SoClean 2 which was working well. On June 4, this machine stopped working while in the process of Cleaning my face piece. A red triangle appeared on the display. When I removed my mask there was a brown stain inside the mask. I contacted So Clean and requested a refund as the machine was defective. I was told that this machine had a defect that would be replaced. They refused to give me a rebate as I had the unit two and a half months.

  Business response

  06/07/2022

  Hi Mr. ******

  I understand that you have been in contact with Cathy from our Customer Support team today, and that she has addressed your concerns.  If there is anything else you need, please contact her directly or email [email protected].  Thank you for your understanding and patience.

  Andy M.

  Customer Support, SoClean, Inc.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and received a new C-PAP machine in April 2022. I was informed by American HomePatient (The C-PAP supplier) To not use the SoClean C-PAP sanitizer with the new C-PAP machine due to issues associated with it's use. The SoClean machine harms components of the C-PAP and if used would invalidate the new C-PAP machines warranty.

  Business response

  05/31/2022

  Hi ****,
   
  SoClean is aware that?ResMed?has recently raised concerns about the use of ozone devices with ResMed CPAP AirSense™ 10 devices, indicating that increased motor noise is the result of using ozone devices with the ResMed AirSense™ 10 device. SoClean stands by its product and is so confident with its performance that we have issued a warranty Policy to cover AirSense™ 10 devices for claims of increased motor noise when used with a SoClean device, as long as the ResMed device is still within the two year warranty period, plus one additional year. 
   
  Simply?put, we want to make it clear to our resellers and SoClean customers that using a SoClean device will result in no practical change to your two-year warranty on your AirSense™ 10. Effective May 1st, 2020, for ResMed AirSense™ 10 units, if a ResMed customer is no longer able to submit a warranty claim for increased noise due to use with a SoClean device, SoClean will cover the costs of repair.? You can view the full details of this policy at?www.soclean.com/service. 

  If you are not comfortable continuing to use your SoClean device connected directly to your AirSense 10, we will have a bypass adapter available in 2-3 weeks that will allow you to maintain your mask and hose, and therefore pose no impact to your warranty status.  
   
  If you would like to order this adapter, please call our Support Team at 866-501-3705 in a couple of weeks and we will be happy to provide one free of charge.
  

  Kind regards, 
   
  Andy M.
  SoClean Customer Care 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ResMed AirSense 10 CPAP machine, serial number 23181358889, from ******** **** Medical on 1/14/2019. My wife bought me a SoClean 2 serial number SC120018011901837, from ******** **** Medical for my birthday in April of 2019. I used the SoClean2 system to sanitize my CPAP machine. In January of this year my ResMed AirSense 10 CPAP machine started making a loud whistling/whining sound. I took the CPAP Machine back to ******** **** Medical to be inspected. The shipped the CPAP machine back to ResMed for an estimate of repair. ResMed determined that the CPAP machine was damaged as a result of extended ozone exposure, likely from a CPAP cleaning device. They further stated that the motor had a green tint to it, and the acoustic foam has turned green, all of which was found to be caused by the use of the SoClean2. The total cost of repairs was listed as $567.51. I am requesting that SoClean either pay for the repairs or replace my ResMed Air Sense 10 CPAP machine. I am also asking for a refund in the amount of $200 for the SoClean2 system, my wife paid $348.00 for the SoClean2 system new with taxes. I am also having to rent a CPAP machine at the present time until my machine is fixed. I am renting the machine from ******** **** Medical at a cost of $75.00 a month, since January to present. I would also like to be refunded that expense since your SoClean2 system caused the damages to my CPAP machine.

  Business response

  05/25/2022

  Hi Mr. ******,

  I understand that you have been in contact with Cathy from the Customer Support team, and that she has provided you with information relating to the ResMed warranty statement and SoClean's willingness to address your concerns.  Please let her know if you need additional assistance.

  Andy M.

  Customer Support, SoClean Inc.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday, 10 Apr 22, I placed an on-line order for CPAP Filter Kits for my SoClean 2 CPAP machine using a 15% discount flyer for the kits I received in the mail (attached). Notice the flyer specifically refers to "Filter Kits" (plural), which indicates you can order any number of kits on a single order and still receive the discount. Further, the notes section on the bottom of the flyer indicates that in order to receive free shipping on your order, it must be over $50.00. An individual kit is $31.00, so to get free shipping you have to order more than one filter kit. On the SoClean website you can order individual filter kits for $31.00 each, or you can order a 2-Pak of filter kits for $60.00. Since I wanted free shipping on my order, I purchased one of the 2-Pak of filter kits. When I entered the 15% discount code (FK422) on their website, a message appeared that said; "discount applied." This should have resulted in a $9.00 discount on a $60.00 order. But when I looked at my on-line sales receipt (attached), it indicated my discount was $0.00. I promptly called SoClean Customer Service and inquired as to why I didn't receive the advertised discount on my order. The Customer Service Rep told me the 15% discount only applied to the purchase of a single filter kit. After supposedly talking to her manager about this (I had requested to speak to a manager myself, which was denied), the only option she offered was to cancel my order, which I refused (I need the kits). This is deceptive advertising. When their ad says 15% off "Filter Kits," the implication is that you can order as many kits as you want and still receive the discount. If their intent was to limit discounted orders to a single kit, the flyer should have read something like; "Offer applies to a single filter kit only," or words to that effect. This is obviously a fraud and unethical business practice.

  Business response

  04/13/2022

  Hi Mr. ******,
  
  I have reviewed your order details and attached Filter Kit offer, and agree that it is not clear that the 15% discount does not apply to the 2-Pack (discounted to $60), and only applies to filter kits priced at $31 each, whether purchasing one or multiples. Therefore, I have asked our Finance team to process a refund of $9 to the card used to make your purchase.
  
  Thank you for bringing this to our attention, and please let us know if we may assist in any other way.
  
  Andy M.
  Customer Support
  SoClean Inc.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the So Clean Machine to clean my BiPap machine safely. There was a recall on both machines. My BiPap machine has been replaced . I would like a safe replacement for the So Clean, or a refund . Thank you

  Business response

  04/08/2022

  Hi *******,
  
  Thank you for contacting SoClean. There are no SoClean Products under a recall. 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 Bi-Level Positive Airway Pressure (Bi-Level PAP), Continuous Positive Airway Pressure (CPAP) 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.
  
  The Philips 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.
  
  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.
  
  Andy M
  Customer Support
  SoClean, Inc.
  

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