ComplaintsforCOPD Respiratory & Mobility Solutions

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally purchased a oxygo next on May 10th 2021 for $2195.00, I started having problems with it and took back to COPD they told me it was a bad battery, I got a new battery on 7/7/2022 for $495.00. I started having problems again, not charging or turning on same problems as before. I took it back to COPD they repaired column pairs for 132.50. It worked for a little while, but then in December2022 i had to purchase a new battery as they said it was a bad battery. They replaced it under warranty. I am having problems again with not charging or turning on. I emailed COPD last week and havent heard back yet. To me it is clearly a bad unit and not the battery.

  

  Business response

  06/01/2023

  from: *************************** <*****************>
  to: "*****************************************" <*****************************************>
  date: Jun 1, 2023, 3:16 PM
  subject: Case#******** response to dispute

  To whom this may concern,
  
     This individual originally purchased a Portable Oxygen Concentrator Machine through us on May 10th 2021. For $2195.00. We then received notice through BCBS insurance to issue a refund that they were covering this for him. A check was issued to him for this refund on 8/11/2021. He then brought the machine back in on 10/21/2022 stating it needed to be serviced again, my technician looked it over and diagnosed free of charge since he originally got this machine through us, the machine was diagnosed to be needing new columns we ordered these for him on 10/21/2022, however they took slightly over a month before we received them. When we sent it off, he also made us aware that he bought a new battery from somewhere else in case it was that and that battery didnt work either. Since he didnt purchase this through us, we have nothing regarding the faulty battery. We only have record of the battery he was given when he bought it. If you would like this documentation, please provide a fax number and we would be happy to send a copy. The columns he was needing arrived to us on 11/29/2022 and my technician replaced them the same day, we contacted him that day for him to pick up the machine. He came in on 12/01/2022 picked them up and paid $132.50 in office. Then on 04/28/2023 this individual contacted our Respiratory Therapist through email stating he was having issues with his OxyGo unit again, it wasnt turning on or charging, and insisted it couldnt be the battery again. My Respiratory Therapist reached back out to him first thing the morning of Monday 05/01/2023 he apologized for this inconvenience, and reassured him that it is under warranty still so his cost should be nothing and we could send it in expedited, however they have a window of ***** weeks to fix these machines. The individual brought the machine back in office on 5/15/2023, we sent his machine off this same day and received a repair number on 5/22/2023. This individual does not receive any other oxygen therapy through us and we have been helping him to the best of our capabilities. We have emailed our representative with OxyGo to get and update on his machine as of 5/11/2023 when this complaint was received by our office and we still havent heard back we will reach out again, however the only way his machine could be replaced is if he bought a new one due to his current still being under warranty and we can not run them through insurance unless we do as done prior with a refund so he would have to pay that up front until the insurance payment makes its way to us then we could refund him.
  
  Thank you,
  Lyrick ****************
  General Manager
  COPD Respiratory and Mobility
  ************ Phone
  
  ************ Fax
  
  www.copdcheyenne.com
  
  ***************** Email
  
   
  
  COPD Confidentiality Notice
  
  This message is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is proprietary, privileged, confidential, or otherwise legally exempt from disclosure. The contents of this message are the copyrighted material of COPD Respiratory Services, LLC.  If you are not the named addressee, you are not authorized to read, print, retain, copy, or disseminate this message or any part of it. If you have received this message in error, please notify the sender immediately either by phone *************) or fax *************) or reply to this e-mail and delete all copies of this message.

  Customer response

  06/06/2023

  Complaint: 19999774
  
  I am rejecting this response because:

  They provided incomplete and partial information. While they did refund me the $2195.00  they then rebelled me for $732.60 which I paid by check #****. I then got a *** from my insurance stating that they allowed $73.26 as the patient responsibility not the $732.60 I had paid. I have attached proof of payment and the *** from the Claims adjuster.  But my main concern is being left without oxygen for such a long time and the effect it is having on my health. Since struggling with and inconsistent working unit i have been diagnosed with erythrocytosis or thickening of blood which lack of oxygen is not helping this condition. The unit would not even function while plugged into an outlet. This is why I know it had nothing to do with the battery I bought. I ended up buying the battery from someone else because of the lack of assistance i received from COPD. I became so frustrated with the lack off assistance from COPD that i contacted ******** to see about getting help and answers. They were helpful in giving me the advice of where to purchase a new battery and I don't even have service with them. 

  
  Regards,
  
  *********************

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

  

  Business response

  06/20/2023

  from: *************************** <*****************>
  to: "**************************************" <**************************************>
  date: Jun 19, 2023, 3:23 PM
  subject: Case#********

  We have emailed our representative with OxyGo to get and update on his machine as of 5/11/2023 when this complaint was received by our office and we still havent heard back we will reach out again, however the only way his machine could be replaced is if he bought a new one due to his current still being under warranty and we cannot run them through insurance unless we do as done prior with a refund so he would have to pay that up front until the insurance payment makes its way to us then we could refund him. We never received a response from OxyGo with an update on his machine after reaching out 3x. However, we received his machine back on 6/16/2023 and called him to pick it up. He will be in to pick it up on 6/20/2023. We called this individual to let him know we received his unit back and it had been fixed, we expressed gratitude for his patience, and he was very understanding of the wait time, and everything it took to get this machine back and fixed. We are no longer selling OxyGo units due to the time we have had to wait even with expediting things for our patients and the other miscellaneous issues we have had with them and their machines. However, we still try our best to do everything possible for our patients especially those with OxyGo units to provide the best care possible. We apologize for the inconvenience and just request patience as we are always trying to provide the upmost of cares to all of our patients.  
  
  Thank you,
  
  Lyrick ****************
  Intake Specialist
  COPD Respiratory and Mobility
  ************ Phone
  ************ Fax
  www.copdcheyenne.com
  ***************** Email
  
  COPD Confidentiality Notice
  
  This message is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is proprietary, privileged, confidential, or otherwise legally exempt from disclosure. The contents of this message are the copyrighted material of COPD Respiratory Services, LLC.  If you are not the named addressee, you are not authorized to read, print, retain, copy, or disseminate this message or any part of it. If you have received this message in error, please notify the sender immediately either by phone *************) or fax *************) or reply to this e-mail and delete all copies of this message.

  Customer response

  06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I was disappointed that the repairs were not covered under warranty. And my battery was not working so it was returned to where it was purchased to hopefully be covered by warranty there.   
  
  Regards,
  
  *********************

  Customer response

  07/11/2023

  from: ******************* <*********************>
  to: "*****************************************" <*****************************************>
  date: Jul 11, 2023, 3:01?PM
  subject:
  
  I had thought this complaint had to a solution but my Oxygo next already has issues and I have been in touch with ***** at COPD in ******** with out a serious solution. ****************;

  Customer response

  07/12/2023

  from: ******************* <*********************>
  to: Better Business Bureau <*****************************************>
  date: Jul 12, 2023, 4:14 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  They are saying they have permission to send it in to repair again but won't commit to it being under warranty, I just paid $277.88 and it will not even power on with the power cord? They say it is the battery connector ,it should at least turn on . Thanks *********;

  

  Business response

  08/01/2023

  Good Afternoon ****,

  We apologize for the late response as we have been awaiting responses from Oxygo regarding your unit. Our contract has expired with them and we have decided not to renew it due to issues our patients and us as a company have been having with their services. Due to that we are longer servicing or sending off any Oxygo units purchased through us or not. We have researched and found a company in *********, ******** that is still doing these repairs. They allow for machines to be sent in and or dropped off, and they will fix and service them. This company is ****************************, and a good number to reach them at is ************. We have emails from Oxygo with some suggested things that maybe going wrong with your machine and as to why it is not covered under warranty that we can provide upon request. Thank you for allowing us to service you in the past and we wish you well, and hope that you can get this fixed for you going forward with ****************************.

   

  Thank you, 

  Lyrick O'Bryan 

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business. I am only accepting this response because it seems there are no other options at this time. COPD has had adequate opportunities to make this right and have failed to do so.  I would like to have all information and emails from OXYGO emailed to me or mailed to my home. 

  
  Regards,
  
  *********************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have submitted a complaint to the Wyoming Attorney General, Consumer Protection Agency last November. I was informed in January that they can not help me because my complaint does not meet the "Misinterpretation or Representation" guidelines. they suggested that I contact you for my complaint. I have included the documentation I submitted to the Consumer Protection Agency for your review below. Please contact me if you have any questions. Thank you.

  

  Business response

  03/23/2022

  COPD Respiratory Services • Wind River Home Oxygen 
  • Professional Oxygen Supply 
  
  Cheyenne, Lander, Rawlins & Casper, WY 
  ****** ***** ******** * ***** ******** * ***** ******** * ***** ********  **** ***** ******** * ***** ******** * ***** ******** * ***** ******** 
  
  November 21, 2021 
  
  To whom it may concern, 
  
  Mr. and Mrs. ***** ***** approached COPD Respiratory Services, LLC in Late August 2021 regarding a need for a new lift chair. Our Director of Sales and Marketing-Chris *******-began the process of helping this couple select the chair that would meet their needs. Mr. ******* was present for multiple home visits to the *****' home to determine what they wanted in a custom chair; including the fit, chair model, color and accessories. At the present time, COPD Respiratory Services, LLC only carries Golden Lift Chairs which are offered as ‘retail only,’ cash sales, and are not advertised as a treatment, cure, or preventative for any disease or disorder by either the literature provided by the company, or by any representative or promotional material from COPD Respiratory Services. Our insurance providers are made aware of any items we do not bill as ‘assigned’ products, for this reason. At this time, the majority of these products have an extended delivery time or are completely out of stock until the foreseeable future. 
  
  After two separate visits to their home, Mr. ***** and his wife decided on a Golden lift chair model/color and an order was placed for his custom lift chair. COPD Respiratory Services, LLC’s company policy is that we take money up-front for the full purchase price of any large ticket items or custom builds. Our Sales and Marketing Director, Chris waived this policy for Mr. ***** and he was informed that when the chair arrived, he would be notified. At this time, he would have a chance to see the chair and make sure it was what he needed prior to purchase as we have a clearly marked no return policy posted at the point of sale. 
  
  The custom chair arrived on Wed. Oct 27, 2021 and as promised, the *****es were notified. On Thursday, Oct 28th the *****es came into our office as agreed and spent over 45 minutes looking at the custom chair as well as a new display chair located in our retail area. They spent their time going back and forth testing the chairs to determine which item they preferred. They were informed of the lifetime warranty, and were given unlimited time to test out each chair and to check out all of their respective features. Mr. ***** was having a difficult time choosing between the two chairs that he was considering so Mr. ******* recommended that the *****es take some time to discuss their decision. 
  
  Mr. and Mrs. ***** decided that they liked both lift chairs and decided on purchasing both for the combined cost of $3045.00 (MSRP is $2779 per chair, so they received over a $2500 discount). COPD Respiratory has a clearly posted no return policy at the point of sale, as stated previously, and The *****es had every opportunity to ask questions and to try the products prior to purchase. The two chairs were delivered free of charge on Friday Oct 29, 2021 to The *****’ residence. Chris and an additional technician spent close to an hour moving the couple's furniture to make room for their two new chairs.  Both items were brought into the home, properly set up and The *****es were extremely grateful.  Payment in full was made after the set-up of the Chairs and the customer was, to our knowledge, satisfied. 
  
  Mr. ***** called the office on Monday November 1st and the phone call was directed to Chris ******* who is our Director of Sales and Marketing with concerns that the chairs were not what he wanted after all and demanded a return.  Mr. ******* reiterated to the patient that the chairs could not be returned per company policy. We do regret that Mr. ***** is dissatisfied with the purchase, but he was given ample time in our retail showroom to evaluate the purchase. We also regret that he was under a misapprehension as to the purpose of the chair as it regards the treatment of his unfortunate conditions, and were we aware that was the purpose of his purchase, we would have disabused him of that notion. 
  
  As these chairs are made to custom specifications, and sell as a high-value purchase of over $2700, ordinarily, and as the *****es have used these chairs, we cannot resell them confidently and so would incur a major financial loss were they to be returned. We also sold them these chairs at a significant discount of over $2500 and so even offering a partial refund is simply not reasonable. As stated, our no-return policy is clearly posted and holds for every item we sell: retail or otherwise, with one exception. That exception is one required by the manufacturer of the product, and Golden does not have such a policy. 
  
  We do hope to see this issue resolved amicably, but we are firm in our policies, particularly with these kinds of high-value purchases. With regard to the stated claims made by the *****es, we do find it difficult to reconcile the fact that Mr. ***** was in our showroom for as long as he was, trying the chairs and making sure they were what he was looking for; only to find that once they were in his home, he found them painful. We regret that the *****es were unaware of the no-return policy, but it is clearly posted at the point of sale, and is not hidden from any customer at any time. There is no requirement to inform a customer of such a policy beyond this. We are aware that some furniture stores have a 30-day return policy, but we are unaware of any regulation which requires that; and one of those chairs was a custom piece, ordered to his specifications. We regret that the heat and massage features do not meet his medical needs, but these chairs are not, nor have they ever been marketed or sold as a medical treatment, and we were not aware that was the purpose for which he purchased these chairs. We believe that we have done everything in accordance with the law, with the *****' requests, and within the bounds of our company's policies at the time of the sale, and unfortunately will not be acquiesced on the basis provided to issue a return of these items. 
  
  Respectfully,
  Patricia O**, General Manager 
  

  
  

  Customer response

  03/29/2022

  March 28, 2022
  
  Dear Ms. S***** 
  Vice President Dispute Resolution and Operations 
  ******************** 
  
  Ref: ******** 
  
  I would like to reject the business response from COPD dated 11/21/21 letter. This same letter was sent multiple times in response to my complaints. The issues remain the same without 
  any resolution. 
  
  As stated in my letters dated 12/15/21 and 1/13/22, to the Wyoming Attorney General Consumer Protection Agency (AG) that COPD Respiratory Services, LLC (COPD) has not 
  provided the merchandise we ordered in April of 2021. COPD has never address the lost or misplace of our April 2021 order. COPD did not honor the sale of merchandise we ordered, instead, they provided us with inferior merchandise and asked us to "try it out" and "it will take some time to adjust", to mislead us not to ask about their store's merchandise return policy. When we contacted Chris of COPD a day after delivery. We were told to call back on Monday, two days later. When we called Monday, at first Chris told us that we cannot return the merchandise that we had tried for an extended period of time. He never mentioned the no return policy. We informed Chris that we called within 24 hours, and were told to call back. We were then told that COPD has a no return policy. 
  
  I do not know the business licensing requirements for a business that has a no return policy must have. What I experienced with businesses with the no return policy is that they provide both verbal and written notification to customers for any purchases made. As stated in COPD' s letter that "There is no requirement to inform a customer of such a policy beyond this". When we filed the complaint they submitted a mobile picture sign as their no return policy to justify their action. We had never seen or noticed this picture when we were in the store throughout the sale processes. We did not know whether the mobile picture was posted prior or after our visits to meet their no return policy claim. COPD also indicated that they "carries Golden Lift Chairs which are offered as 'retail only', cash sales, and are not advertised as a treatment, cure, or preventative for any disease or disorder". We were no told of such information, instead, Chris took my husband's bodily measurements in April 2021for the fitting of the suitable chairs for his medical conditions. Either the chairs are for comfort or medical condition, they refuse to provide the original order we placed to support and honor the sale. Due to my filing the complaint with the Better Business Bureau, I found out that COPD, in fact, is a registered medical supplier. Even though the incident occurred to us is not an incident occurred to many as the AG's letter, dated 1/12/22 indicated "the most serious matters involving pattern of unfair or deceptive trade practices inflicting wide spread injury to Wyoming's consumers and business environment". This incident occur to us is definitely an unfair and deceptive trade practice. 
  
  I requested that COPD to honor their sale of the merchandise we ordered in April 2021:1. Provide a full refund for us to purchase a chair that we need, or, 2. Exchange the chairs with a chair that meets our needs and make adjustment for the price of the chair as appropriate. I have enclosed an on-line advertisement of the chairs that reflected the chair as we have ordered for your reference. 
  Please note that the price shown on this advertisement is without any discount. 
  
  I believe this unfair and deceptive business practice must be documented and place on record to inform other clients of the unfair and deceptive trade practice COPD did. If the Better Business Bureau is not the agency that does this. I would like to be referred to the appropriate agency to report this matter. 
  
  Please contact me via email or phone if you need any additional information. Thank you very much for your assistance in this matter. 
  
  Sincerely, 
  
  ***** ***** 
  
  **********************  **** ******* **** ********* ** ***** ************* 
  

  
  

  

  Business response

  04/13/2022

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

  Hi Marcy, Attached is the sign in our front lobby that has our no return policy and a close up. I really can’t add anything more to what has been previously submitted.
  
  Thank you
  Steve C****** RRT
  Operations manager
  COPD Respiratory
  ************   

  2 Attachments

  Customer response

  04/20/2022

  Complaint: ********
  
  I am rejecting this response because:

  Please refer to the attached letter. Thank you.
  

  Dear Ms. S***** April 20, 2022 
  
  Vice President Dispute Resolution and Operations ******************** 
  
  Ref: ******** 
  
  I am writing you to reject the response from COPD Respiratory Services LLC (COPD) memo dated 4/12/22. With the full shot instead of the closed-up picture, as submitted before, I was able to identify the location COPD claimed that is their “no return policy”. I did not recall seeing this small picture display in the location as COPD stated when I was at their office between the months of April to October 2021. I have not visited COPD since October of last year. This small mobile picture can be placed at this location at any time afterward. 
  
  The issues I have with COPD remain the same without any resolution. The complaints I have with COPD are: 1. COPD completely omitted to mention the order we placed with them in April 2021. 2. Claiming to be a retail merchant instead of a medical supply merchant for their benefits. 3. Claiming of having a so-called “no return policy” in a fraudulence manner. 4. Failed billing and rebilling my credit card to obtain payment in hope of ruining my credit. 5. Refusing to fulfill the merchandise as ordered. Please refer to the email to COPD’s owner on 11/1/2021, letters dated 11/2/21, 12/15/21 and 1/13/22, to the Wyoming Attorney General Consumer Protection Agency (AG) show that we placed our original order for the merchandise/chair in April 2021. 
  
  1.COPD omitted to mention their non-fulfillment of our original order in their 
  responses, with the same letters, to the AG and the credit card company in multiple submissions. They refused to answer the request I had for them to provide a copy of our original order and specifications to match the merchandise received. 
  
  2.COPD also indicated that they “carries Golden Lift Chairs which are offered as ‘retail 
  only’, cash sales, and are not advertised as a treatment, cure, or preventative for any disease or disorder”. We were not told of this information at the time we visited with Chris, the sale person in April 2021. We went to COPD for the merchandise because we were their long-time customer in oxygen/medical supplies. When we were there, we told Chris that my husband needed a chair with zero gravity and lumbar support mainly for his congestive heart condition and back injury. Chris took my husband’s bodily measurements for the correct fitting of the suitable chairs for his medical conditions. I found out, after filing the complaint that COPD is, in fact, a registered medical supply provider. Even if the merchandise is for comfort only, we would like to have the merchandise as ordered. 
  
  .As for COPD’s “no return policy”, this small picture is blended in with other office decorations: calendar, other pictures and a decorative leafy decoration. If they consider this is a formal “no-return policy” is absurd. Customers go into a store usually are looking for the item they intend to purchase, not for irrelevant item as picture, unless is directed to as this is their “no return policy”. I can understand that “no-return policy” for personal care items, i.e. oxygen tubs or nose pieces, for a medical supply provider. It should not be for items COPD indicated as a retail merchandise, as stated in their letter - “carries Golden Lift Chairs which are offered as ‘retail only’ and they also stated in their letter that “There is no requirement to inform a customer of such a policy beyond this”. 
  
  COPD provided us with merchandise/chair they claimed that they ordered for us. When we tried out the chair in their office, we indicated that the chairs do not feel right, Chris told us to “try it out” and “it will take some time to adjust”, to mislead us not to ask about their merchandise return policy. That was the reason we decided to take both chairs “to try it” out. When we contacted Chris a day after the delivery, we were told to call back on Monday. When we called back the following Monday several times before we were able to talk to Chris. At first, Chris told us that we cannot return the merchandise that we had tried for an extended period of time. He also never mentioned the “no return policy” initially. We informed Chris that we called within 24 hours, and were told to call back. We were then told that COPD has a “no return policy”. 
  
  COPD kept indicating that their “no return policy” was posted at the point of sale. Technically, the point of sale was at my house where the transaction of Chris handing me the invoice and I provided him the credit card to be billed. 
  
  4. COPD did not address their failure in fulfilling our original order but kept rebilling our credit card that I requested to withholding payment due to the dispute. By doing so, they forced me to make payment to avoid having my credit destroyed. COPD’s goal is to provide inferior merchandise with a high profit margin and claiming that they sold it to us at a discount. They charged me $3,045.00 for two chairs with only 2 zones of comfort and claimed that they sold to me at a discount. The one that we ordered should be the one with 5 zones of comfort that was list on the internet for $2,419.00, without discount. 
  
  5. Even though the incident occurred to us is not an incident occurred to many as the AG’s letter, dated 1/12/22, indicated for cases they would work on - “ the most serious matters involving pattern of unfair or deceptive trade practices inflicting wide spread injury to Wyoming’s consumers and business environment”. This incident occur to us is definitely an unfair and deceptive business practice.  I requested that COPD to honor their sale of the merchandise we ordered in April 2021 by: 1. Provide a full refund for us to purchase a chair that we need, or, 2. Exchange the chairs with a chair that meets our needs and make adjustment for the price of the chair as appropriate. 
  
  Please contact me via email at *****.***************** or phone ************** if you need any additional information. Thank you very much for your assistance in this matter. 
  
  Sincerely, 
  
  ***** ***** 

*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. ↩