Wakefield Medical, Inc.

I was promised a refund by the manager and one owner. They took the item and other owner refused refund. My complaint is against Wakefield Medical and their refusal to give me a refund, even though I was told I would receive one once I turned in the sealed, unused oxygen tank that I had rented. In March 2016, I rented 2 oxygen tanks at one time. I used part of one of the tanks, however, I never used the other one. In fact, the seal was still on the tank when I returned it, because it had never been opened. A few weeks later, I called the store and spoke with [redacted] (who I believe is the manager), and asked if I could get a refund for the tank I had not used. He said, "Yes, just bring your credit card with you when you return the tank and I will refund your money". I reminded him that I had paid with a check and he said that I would still receive a refund however, it would take a few days. When I returned the tank, I spoke with [redacted] (one of the owners) and was also told that I would get a refund. She even gave me a recipe and stated that it was proof of the return. She said she wanted to make sure I received a refund for the entire amount I had paid. In the past, I had not been given a recipe because I had never needed a refund. However, this time I was told that the receipt was for the sole purpose of getting back the entire amount I had paid for the used tank. I was also told (by [redacted]) that I should call back the next day to see when a check would be sent to me. When I called back, I talked with [redacted] once again. This time he told me that I was not getting a refund because the other owner ([redacted]'s husband) refused to give me one. I explained that the only reason I returned the sealed, unused tank, was because I was promised a refund. [redacted] said he would speak to the owner again and call me back. However, [redacted] did not call me back. I called the store several times and ask that he call me back and he did not. Each time I called the store, I would asked to speak to either [redacted] or [redacted] and every time I was told that they were unavailable. Finally, I called and was able to speak to [redacted] (after several attempts). He once again, said that the owner still refused to give me a refund and that he also refused to call me and discuss it. I then told [redacted] that I wanted the tank back. This was because I was told by [redacted], that a customer can keep a tank for as long as needed. Therefore, there was no logical reason as to why I could not have the tank back that I had paid for. During this conversation with [redacted], I stated that if I was not getting a refund I would have kept the tank until I needed it again. I only returned it because I did not needed it at the time and because I was promised a refund. [redacted] said he would talk to the owner and call me back. Once again, he did not call me back. I called the store several times for the next several days and once again was told that [redacted] and [redacted] were unavailable. The last time I called, the girl who answered the phone at the store, asked if she could help me. I explained the situation to her and asked if I could get the tank back since I had paid for it. She told me that I could not get the tank back because the law states that I cannot have a refund because the tank had to be drained. I told her that this was a ridiculous statement and that the law requiring the tank to be drained does mean that there is a law prohibiting me from getting a refund. And they should have known when they promised me a refund that the tank had to be drained. She continued to state that they refused to give me refund. I asked her to have either [redacted] or [redacted] call me, and they still have not done so.Desired SettlementI am asking that the store honor the word of their employee and owner ([redacted]) by refunding the $30, I paid for the unused, sealed oxygen tank. Business Response Thank you for your concern. At the time the patient brought in the oxygen tank our waiting room was full. I explained to her I saw where the O2 tank wasn't used but I wasn't sure if we could issue her a refund or not. We would give her a follow up call to inform her. The only reason she received paperwork was for the return of the equipment not for refund purposes. A phone call was placed with the patient and explained to her actually on serval phone calls that by law we are unable to reuse the O2 tank even if the seal hasn't been broken. Once the oxygen tank leaves the facility and is returned whether used or not we must drain it's contents. So in turn we are unable to refund her money. It costs us to drain the oxygen that was returned. If she still needed the oxygen then she should have kept it until done. FYI the oxygen was not for human consumption but for a feline. Consumer Response First, it is irrelevant that the oxygen tank was for a cat. Second, this is false information provided by the company. As I previously stated,I requested a refund over the phone and was told over the phone, by [redacted] (employee or manager) that I would definitely receive a refund. That is why [redacted] (one of the onwners) said that she was giving me a receipt for only one of the tanks. I returned 2 tanks, however, I only got a receipt for one of the tanks. The receipt was for the full, unused, unopened tank. I did not get a refund for the tank that I had used becasue they were offering a refund for the unused tank. Thus this is why [redacted] gave me a receipt for one tank. Furthermore, they state that I was given a receipt for the return of the equipment, then they should explain why only one tank is listed on the receipt, when I returned 2 tanks. And I would not have brought the unused tank with me when I returned the used one, if I had not been told by [redacted], over the phone, that I would receive a refund. Also, they are not being honest about the waiting room "story", that did not happen.I believe, the company should honor their word and provide me with the $30 refund,as promised.