Customer ReviewsforSoClean, Inc.

This company manufactured a product that is dangerous to its users and has been stopped by doctors because it damages C-PAP machines. They promised to replace or repair their units and over 2 years ago I filed the form. I never heard from them and my 2 units were useless and had to be thrown out. SoClean lies about their product and does not fulfill their obligations. To add insult to injury I started getting mailers advertising accessories for their unit. This company can not be trusted and should be put out of business. I am not a serial complainer and, in fact, this is the only bad reference I ever filed on any company. Buyer beware and stay clear!!!!

Thank you for contacting the opportunity to set the record straight. 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: https://www.soclean.com/soclean-press-release-october-12-2021 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.

I have attempted to reach SoClean several times about the damages done to my CPAP because of using SoClean. I have a letter from SoClean claiming if my two year warranty is up, they will repair my CPAP. The organization claims it's only 1 year after the warranty expires, however, it is never stated in the letter and I still am holding them financially responsible for the $177.47 they owe me for getting my machine fixed. They are not keeping their promise stated in the letter. Never buy from this crooked and corrupt business!

Hi ****,

I'm sorry that you are having issues with your AirSense 10. Our AirSense repair policy information is available for review at ***********************. It does mention that the coverage applies to the original 2-Year ResMed warranty, plus one additional year. Unfortunately, if your AirSense 10 was purchased/obtained more than three years ago, it is not covered under the terms and conditions of the policy.

Andy M.
Customer Support

So I have email So clean many times to see what can happen with this machine I can not use now. Apria direct is saying not to use the so clean because it harms my husband sleep machine. I scraped to get this so clean machine 300 dollars. Now I can not use it because they say it can ruin my husband sleep machine. I want my money back for result

Dear ********,

Thank you for contacting SoClean. 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.

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 they be changed to a new PAP machine due to the recall and need a new adapter, they can contact our Customer Care team to purchase a new adapter with a 50% discount. They can be reached by dialing **************, and they are available Monday through Friday, from 8:30 am to 9:00 pm ET (excluding holidays).

We would be happy to provide you with the appropriate adapter for the DreamStation 2 PAP machine.

If you have any other questions or concerns, please let us know.

Kind regards,

Andy M.
SoClean Customer Care

I purchased a SoClean 3 machine online after reading the information on the web site. The advertisements for the machine said that if the adaptor was not one of the ones sent to me or any other customer to call them and they would immediately send the right adaptor. I called to get the right adaptor and it turns out that they do not have any adaptors available other the ones sent with the machine. I cannot use the SoClean machine I purchased. The SoClean staff said there is no time frame when an adapter would be available. They are advertising a product has adapters available when this is not true. They make it sound that the machine will work with any CPAP and this is totally false. They need to stop advertising their product being compatible with adapters being available for any machine when they are not. They advertise on their written material: "Don't see your CPAP machine adapter? Call Us! We'll overnight the correct part to you FREE." This is not a true statement. CoClean staff could not help as described above and did not offer to take the machine back.

Hi ****,

I am sorry that you are unable to use the SoClean 3 without the necessary adapter for your sleep equipment. We are working diligently to provide adapters for most equipment available today. May I ask what brand/model of CPAP equipment you use, in order to provide you with the most accurate information we have to date? Thank you for your patience and understanding.

Andy M*******
Director, Customer Care

My CPAP is Philips Respironics REMaster Auto AFlex - System One

I would like to return your machine and buy another from another business. How do I do this?

Hi *****

We now have adapters available for the Respironics REMaster Auto AFlex, for either standard tubing or heated tubing. If you would like an adapter sent to you, please let me know what type of tubing you use and I will be happy to ship to your Walla Walla, WA address. Thank you for your patience.

Andy M*******
Director, Customer Care

My tubing is not heated so I assume it is standard tubing. If an adapter is available great. If it does not work I would like to return the machine and be refunded.

Thanks

Hi Dave,

Your adapter order (SOXXXXXXX) is shipping today by FedEx - tracking # XXXXXXXXXXXX. This is a two part adapter consisting of an injection fitting and diffuser tubing. The diffuser is attached to the inside of the injection fitting, then routed through the hose port into the water chamber. The injection fitting then slides over the hose port of the REMstar Auto AFlex, and your CPAP tubing connects to the other end of the injection fitting. Finally, connect the ozone tubing from the back of the SoClean 3 to the small ozone port on the side of the injection fitting.

Please let us know if you need anything further.

Andy M*******
Director, Customer Care