ComplaintsforPrimo Medical Supplies

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2023 I reached out to this company in need of a portable oxygen concentrator with a flow rate of 6 liters per minute. *********************** told me, in writing, that a machine he had did indeed have that flow rate. I gave him my credit card and I was charged $3,600 for the machine. Once we received it (we had it delivered), we learned the flow rate was **** liters per minute with a pulse. ***** reluctantly accepted the product back and refunded me, but kept $431.77 in fees that were never disclosed. I emailed him requesting the remaining funds, as his misrepresentation was the reason we returned the product... he became combative and accused my boyfriend of having mental health issues.

  Business response

  07/10/2023

  We have clearly indicated the specifications of the product to her employee *******************************. The invoice was shared with the ********* and in the comments sections we put it as 6 LPM per minute pulse. When the product was delivered the same information was on the delivery ticket. When the delivery ticket was signed they stated the employee was the one who got the information incorrectly. We have attached the signed delivery sheet. We have attached the email approval with all the correspondence stating the specifications of the unit.

  We never said the patient had mental health issues. Explaining the situation and sharing the experience is fine and writing a review is fine. But the patient posted multiple reviews on our ****** page. That's when we commented saying the mental health has to be evaluated. Why would some one write multiple reviews from various accounts?

  We did a mistake by not charging them the restocking fee. When you try to help they try to blame you for it.

  Customer response

  07/11/2023

  Complaint: 20299794
  
  I am rejecting this response because: in the email I attached it says 6 liters per minute (with no indication of a pulse) and further, even with a pulse, the unit is not capable of a 6 liters per minute flow rate. He stated in the email I attached that it was 6 liters per minute which was my main consideration and the one thing I wanted to double check prior to receiving the unit - If he would have said in the email 6 liters per minute on a pulse, we would not have moved forward with the product. Then, he lies and says he was charged a fee when processing my refund which is not true; I paid with a debit card and he is not charged a fee to refund me. This man is dishonest and I heard him screaming at my boyfriend on the phone prior to leaving a review on my boyfriend's employer's federal agency ****** page stating that my boyfriend's mental health needs to be evaluated. 
  
  Regards,
  
  *******************************

  Business response

  08/11/2023

  We Clearly have explained the difference the machines to her assistant. They wanted a portable machines.

   

  The attachment with "Gmail - Invoice" in the comments section clearly states what the unit does. It states the machine goes up to 6 LPM on pulse. 

  We emailed asking the customer to review the invoice and make sure everything is correct on it and they have approved the invoice.

  As a courtesy we offered the refund and they have agreed to it and we have processed the credit on the account. 

   

  Thank You!
  

  Customer response

  08/11/2023

  Complaint: 20299794
  
  I am rejecting this response because: the machine didnt go up to 6LPM even with the pulse. Its a misrepresentation. 
  
  Regards,
  
  *******************************

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