Business Profile

Sleep Center

CPAP.com

Complaints

This profile includes complaints for CPAP.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a travel cpap from cpap.com. The one they sent did not work properly. We had several phone calls and chats troubleshooting and even tried different masks We sent back requesting a refund approx Dec 24. They refused a refund and said needed to evaluate.Then they said need to send to manufacturer.We still do not have a working new cpap. This is medical equipment, plus the trip we needed it for is over.The last email was Feb 26 that it is still at the manufacturer and no update If the machine is not defective why sent to manufacturer?? Originally we would of been happy with an exchange. Now we just want a refund.We were sent defective equipment, sent back 2.5 months ago and no cpap and no money.They have also removed the bad review we gave them.
Business Response
Date: 03/28/2025
Greetings,
We have issued a refund in full for this complaint as of March 12th, 2025. Please see the details below for comfirmation:
Order
*******
Card details
Visa 6501
Name on card
CIN ********
Refunded by
******* ***********
Authorization key
***************************
Message
Transaction approved
Amount
$499.00 (92.85%)
Gateway
******* Payments
Status
Success
Type
Refund
Payment ID
*********
Created
Mar 12, 2025, 11:08 am
Customer Answer
Date: 04/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I do wish they would refund the $20.00 I spent to return a defective upon arrival machine,b ut I will accept and will never use the company again
Initial Complaint
Date:02/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an Embr Wave 2 device from ************ on 12/14/24. I decided to return it on 1/8/25, which was within the advertised 60 day return window. I asked for, and received, a return label to ship the item back. I sent it back the next day, on 1/9/25. The package tracking shows it was delivered. Since then, I have heard nothing from the company. I have been unable to reach them via phone, email, or the chat feature on their website.
Business Response
Date: 03/10/2025
Greetings,
A refund has been issued as of 2/3/2025 in the amount of $317.99 to the original payment method. Proof of refund has been attached. Please let us know if there is anything else we can assist with!
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the date of April 27, 2024, I purchaser an Air Curve 11 (AC11), BiPAP machine from cpap.com, please see the attached invoice. This is an air breathing machine during sleep with enhanced control of the supplied air flow and pressure. Shortly after purchase, I realized the device malfunctions. More specifically, it generates a consistent and disturbing noise during normal operation. The noise follows the breathing pattern and increases in intensity once the load (outlet pressure and flow) increases making a good night sleep impossible. Audio-video files are available, and they show the noise difference between the newly purchased Air Curve 11 and an AC10, an earlier version I have at home.I contacted cpap.com and shipped back the machine for service and/or replacement as an alternative. The vendor (cpap.com), reproduced the noise issue in their test lab and later shipped the machine to the manufacturer for further consideration. The manufacturer claimed they tested the machine at their turn and didnt find anything wrong with it. Consequently, the machine was shipped back to me but with missed parts (power cord an adaptor). After I recovered the missing parts, I restarted the machine. The machine I received was running as noisy as before. Audio-video files are available to support my statement. Because of this pending problem, the machine is unusable. It keeps me awake when I am supposed to sleep.The above process (return, test, re-test, missing parts, etc.) took about eight (8-10) weeks time when naturally, I couldnt use the machine. I had numerous (hours of) phone calls and conversations (some painful) with various people from cpap.com and the result is as specified above.Finally, I just want to mention this machine is a life supporting device and without it my life is threatened.
Business Response
Date: 12/11/2024
You can process a return for that product thru the link below.

********************************************

Thank you for reaching out to us. We are very sorry for the poor experience you had. We want to look into this matter for you, as we take pride in providing our customers with the best service possible.
Please send us a message on this platform, with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number.

You can also reach us by email, phone or live chat on our website, www.cpap.com
Phone: **************
Email: ************************

Customer Answer
Date: 12/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Dear Sirs,
CPAP.com asked me for specific data about the purchase. Please see it below and attached.
****** ********
Account number: *******
Order number: *********
Email: ****************************
Phone: ***********
Thank you,
****** P ********

Business Response
Date: 12/12/2024
Good Afternoon,
We have issued a refund in full for this device to ensure that this issue is resolved for the consumer. Please understand this is outside of normal policy but we want to ensure there is a favorable outcome for this consumer.
Regards,
CPAP.com
Customer Answer
Date: 12/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:10/05/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They requested a **** ** after I placed an on-line order (not necessary) and I percieved that this was an attempt to "register" as the ******** DME/HME to gain control over my medical supplies.I sent an email requesting same several times and never recieved an acknowledgment; and today 10/5/2024 I called their ************ voice mail message requesting same information requesting credit back to my Credit Card with *****.
Customer Answer
Date: 10/05/2024
Better Business Bureau:

This letter is to inform you that CPAP.com has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/5/2024 and assigned ID ********.

Regards,
Initial Complaint
Date:07/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a CPAP machine from CPAP.com and within the warning. I started having issues. They asked me to send in the machine, which I did. They found that the machine has issues, but now have refused to warrant the machine. They keep blaming it on the manufacturer that theyre waiting on them to respond, I was told they would have my maximum six weeks and were going on two months, follow up from this company is Terrible. At this point, they either need to replace the machine or refund my money.
Business Response
Date: 07/12/2024
Hi,

We are very sorry for the poor experience you had with our company. We want to look into this matter for you as we take pride in providing our customers with the best service possible. Please send us a message with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number. Our apologies again.

Also, please note, Warranty Evaluation and/or Repairs for Machines take 6 - 12 weeks to process due to the manufacturer's processing time. Also, it will be up to the Manufacturer to replace your machine. Our apologies again.

You can contact us thru this platforms.

Phone: **************

Email: *********************

Customer Answer
Date: 07/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

My order number is *********, warranty return number is RT179850. ************ has lied about the warranty process so many times, never follows up when you say you will not on your BBB response its not up to 12 weeks. Is that a business practice you expect consumers to be okay with?

Regards,

Business Response
Date: 07/18/2024
Greetings

Regarding your return, this is the latest update that we have.

This is regarding RT179850. Unfortunately, we are not able to issue a refund at this time. We will have to wait for the manufacturer to complete their evaluation. We have reached out to them to get an update and we are currently awaiting their response. Our apologies again.

Thank you for coming to us with your CPAP needs! If we can help further, please contact us by texting ************, email at ************** or by calling us toll free at ************, or on our direct line at ************. We are here to help.
Initial Complaint
Date:05/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Seller refused to refund
Customer Answer
Date: 05/27/2024
Invoice
Business Response
Date: 06/24/2024
Greetings!

Our apologies about the inconvenience. We'll make sure to get this sorted out for you.

Can we have the Order Number for the order you are referring to, as well as the product(s) you need a refund for?

We will wait for your response. Our apologies again.

Thanks!
Customer Answer
Date: 06/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The order # is ********* sent to the seller by bbb.

Business Response
Date: 06/28/2024
Greetings!

Upon checking, we did ship a replacement machine out on 2024-04-11, thank you for letting us know that the package never arrived to you, it seems that the carrier had returned the package to us, but we never received it. Anyway, we processed a refund for your machine. We refunded $753.00 online. Our apologies.

Thank you for contacting CPAP.com! Please feel free to reach out again if there is something else I can assist you with.
Customer Answer
Date: 06/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 3 CPAP hoses and 1 CPAP elbow from CPAP.com. Their website said these items would fit my CPAP and they do not. Now, they will not refund my money and shipping, say I need to send them back at my own expense, and further charge a 15% restocking fee.
Business Response
Date: 04/30/2024
Hi,

We are very sorry for the poor experience you had with our company. We want to look into this matter for you as we take pride in providing our customers with the best service possible. Please send us a message with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number. Our apologies again.

You can contact us thru this platforms.

Phone: **************

Email: *********************
Initial Complaint
Date:03/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought resmed airmini from CPAP.com 2 months ago. The machine works fine but the slot to put the filter, it wont open and its stuck. tried all methods to open it but will not open. I contacted cpap.com but the refused to take it back to fix and send back. they said i have to do warranty return and will take 8 weeks. i cannot be without my machine for 8 weeks. its my prescription cpap machine. i needed **** resolution and they said they wont.
Business Response
Date: 04/01/2024
Hi *******,

Our apologies for the undeserved experience about this order, we respectfully understand the urgency of this matter and we feel bad by not doing the best when it mattered. While we can not go back in time to fix the issue, we would want to look into this further and see where we went wrong and try to patch where that weakness is coming from and learn from it.

With that being said, can we ask for the Order Number, your Full name, Email address and Phone Number to be able to pull up the order and start from there to fix where it is needed.
Please note, Our Warranty Evaluation/Repair Process takes 6 - 12 weeks, due to the duration of the machine being sent back to us, the time it will be received by the Returns Team, Diagnostic by our Repair Team, and if the results show that the machine is needed to be sent back to the manufacturer it will take time too, both sending and receiving the machine back, then if it's fixed the time it would also take to send it back to you. Please do understand that the Evaluation and Repair takes time.
Our apologies again for this experience, we take everyone seriously and with the care that is on par with our standard of ***************** this experience will help us in being better in the future and prevent this cases from happening again.

Thank you for your time. Have a great rest of your day.

Customer Answer
Date: 04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

the resolution process is way too much time consuming more than 10 weeks time. according to my instructions and prescription i have to use the machine daily.
the only way this can be resolved is, if CPAP.com sends me replacement ASAP while i send mine for repair. same RESMED AIR MINI.

000990098 is the order number. my full name ******* *****

Regards,

Business Response
Date: 04/16/2024
Greetings!

Our apologies again, if you're asking about a replacement machine, that will be up to the manufacturer which is Resmed, after the results of the Warranty Evaluation/Repairs, it will still need to go thru the 6 - 12 weeks processing time. Please understand that we are doing everything that we can to satisfy your desired result for this concern.

Thanks and Regards.
CPAP Team
Initial Complaint
Date:01/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a CPAP machine, they were to call my doctor and get my script. They didn't want to honor the $399 price and had already given my credit card info. They gave me the run around and then cancelled the order. In an attempt to get this resolved, now 45+ days later, I contacted them via social media and they blocked by when I mentioned making a BBB complaint.
Business Response
Date: 02/19/2024
We have called and spoken to Mr. Dennis *****. At this time, we are working on getting his prescription sent to us from the doctor's office. Once received, Mr. Dennis ***** will get an email letting him know that we have received the prescription and then a new order for the same item will be placed. We will also honor the same pricing. This was also mentioned in an email to Mr. Dennis ***** on January 16, 2024.
Customer Answer
Date: 03/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

They called and acted like they cared and were going to try to take care of the situation and call me back. They have never gotten back to me. The issue has not been resolved

Regards,

Business Response
Date: 03/08/2024
We apologize for not further communicating. We did reach out to the doctor's office on February 19, 2024, got an updated fax number and sent a prescription request on the behalf of Mr. Dennis. *****. However, the doctor's office still has not yet sent us any prescriptions or any other documentation. We would be willing to try contacting another doctor's office if one can be provided. We are also open to see how else Mr. Dennis ***** would like this situation to be remedied.
Customer Answer
Date: 03/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I will call the Dr office and verify as last I talked to them, CPAP.com didn't call

Business Response
Date: 03/30/2024
We called the doctor's office on February 19, 2024 after we spoke to Mr. Dennis ***** on the phone and confirmed their doctor's phone number. After speaking to the doctor's office, we sent a fax requesting a prescription on the behalf of Mr. Dennis ***** but to this day, have not received anything back from the doctor's office. In our conversation with Mr. Dennis ***** on February 19, we did state we would honor the sale price of the item they wanted to purchase that was on sale when the order was placed. At this time, we have done our due diligence in attempting to obtain a prescription for Mr. Dennis ***** the way we would for any other customer of ours.
Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Travel Airmini Travel CPAP on 7/25. The device is small and meant to be travelled with. I used it 1 time and the second time I tried to use it on 9/1 the device started and 10 minutes later. The device can not be powered back on. This is a medical device meant for my 13 year old to sleep safely and he is out of the state without his necessary medical device for 5 days. I called the company who is asking me to ship the fault device back WITH MY OWN $$ AND that it may take up to 6 weeks to fix. They also noted that if it's passed 30 days I will be responsible to pay for any issues. I am dismayed at this policy. I have had the device for 35 days and it's broken after 1 use. It's meant for travel which means it's not used daily. Their policy is faulty and meant to but the issue of poor quality on the consumer. In the meantime my son has no medically necessary device for FIVE DAYS!
Business Response
Date: 09/06/2022
Hello,
We made an attempt to reach our customer via phone upon receiving this complaint, but we had to leave a voicemail and send an email. The machine was purchased on 7/25/22 and we received notice that the machine's power wasn't working on 9/2/22.
Per our posted return policy for Manufacturer Defects: CPAP.com will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us first for troubleshooting and then, if required, an RMA# will be issued to you via email. CPAP.com will work with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. The manufacturer determines if the item will be replaced or repaired, CPAP.com cannot supersede the manufacturer’s decision. Please note that any associated shipping cost to return merchandise to CPAP.com is not covered in any warranty situation.
No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.
The machine was sold with a 2 year manufacturer's warranty therefore with the exception of return shipping cost, our customer will not incur any charges for repair, or replacement within 2 years from 7/25/22.
We understand that this is a medical device and we will work with the manufacturer to have the machine repaired, or replaced as soon as possible. We appreciate our customer's patience and welcome any additional feedback regarding this matter.

Thank you
Customer Answer
Date: 09/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

While I understand what the manufacturer does or doesn't do cpap.com is their distrubutor of their product and can take more ownersthip in supporting the consumer of a medical device. My son struggled for 5 days without a breathing machine to sleep and I had to spend money shipping it back and now are being told I will pay to get it returned. In addition, a device breaking after 35 days doesn't leave much confidence in the distributor and the product and there is no real concern to that impact. I would like more accountability for something that was used less than 10 times to come up with a resolution that accounts for the medical impact on my 13 year old son!
Business Response
Date: 09/22/2022
Hello,
We understand our customer's continued frustration regarding her son being without his Travel Machine during the warranty evaluation period. CPAP.com has taken ownership of the problem with the machine and we continue to work with the manufacturer in an effort to repair, or replace our customer's machine as quickly as possible. We reached out to the manufacturer today to confirm the status of our customer's machine, but we were informed that we must allow more time for the evaluation to be completed. We will continue to contact the manufacturer until our customer's concerns are resolved.
Unfortunately, there is a very specific process that we must adhere to for the manufacturer's warranty and we are very sorry for the hardships and inconvenience that the machine's defect has caused our customer. Also, our customers do not pay out-of-pocket for the return of their repaired/replaced device unless they request expedited shipping as CPAP.com will pay the ground shipping charge for our customers.
Thank you

Customer Answer
Date: 10/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Their response continues to be passive and non informational. I have received NO information unless I have reached out. I also am not sure why they think I would want a malfunctioning medical device back, why woudln't they be sending me a new device. Their response acts as if this device isn't a medical necessity for my 13 year old son. I am still looking for a credit and to be refunded to send the device I had for 30 days before it broke. I am looking for more ownership and contrition and an actual solution.

Regards,

Business Response
Date: 10/24/2022
Hello,
We are very sorry for our delayed response. We've been working with the manufacturer in an effort to resolve our customer's concerns however, there are some delays with the evaluations which CPAP.com has no control over.
In an effort to resolve our customer's valid concerns we made an effort to reach Courtney via phone, but had to leave a message. We have emailed our customer and offered either a full refund, or a replacement machine to be issued immediately. Although, this is outside of our company's policy, we feel its a fair decision to appease our customer.
Thank you

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