Greetings,Apologies for the confusion and delayWe have issued you a $company check, which will be sent to you via postal mail this Friday to the address on fileSincerely,Johnny [redacted] CEOCPAP.com
Sent: Monday, August 15, 5:PM Subject: [redacted] ***CPAP.com Complaint [redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturerYou were very kind and communicative as the process dragged on and your restraint in a difficult situation is appreciatedAs a dealer, we follow the manufacturer's guidelines and warranty policy procedureWe should execute it quickly, but we do not set it or control itThe expected life of a machine is related to its warranty periodYour machine was over warrantyThe expected life of a repair is days and your machine failed within this periodTime has passed and I suspect you have scrapped or found other machine solutionsI offer to resolve this issue by refunding you the $manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit
[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.] Revdex.com:Don't refund have software now consider it resolved TY I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me no refund have software now
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I hope I do not have the same issues with the replacement As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier Hence the dismay in how it was sold One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed This exception should be noted in the advertisement that it will not work without the humidifier But thank you for sending out a replacement Sorry it had to be pushed by the Revdex.com to help do the right thingCertainly you have work to do to improve your process
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]No offer to resolve this was made Regards,
Sent: Monday, August 15, 5:PM Subject: US Expediters, IncCPAP.com Complaint [redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demandWe're sorry that we were not able to provide you with an easy and positive purchasing experience
Sent: Monday, August 15, 5:PM Subject: US Expediters, Inc CPAP.com Complaint [redacted] We have issued a refund for both filters in the amount of $(+ 11.95) via checkSorry for the confusion and bad customer service experienceI've emailed you to ask which unit you have and to understand how we can improve our website to make purchasing filters more clear
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 Sir/Ms:CPAP.com has offered to resolve my BBB Complaint by refunding me $185.00. When I receive a check for $185.00, that clears my bank, then I am be willing to drop my BBB Complaint despite the fact that a colleague of mine witnessed me opening up the box that contained the CPAP Unit and didn't notice any "white dust" that allegedly voided the warranty. Also, in the event that CPAP.com does in fact send a valid check for $185.00 as offered, this still won't resolve the fact that this company "blew me off" and the fact that neither the President nor the Manager found it necessary to respond to my inquiries. However, when CPAP.com does send the check for $185.00 then I will drop the Houston BBB complaint.In response to the belief that I have moved on from this CPAP machine, the machine was my "back-up machine" so it had very little usage on it. I still have it. I still want to have it repaired. This particular machine, when in working order, in the recent past has had a significant value on [redacted] when sellers have posted them for resale. I'd still like to get it repaired, but obviously not for the $350.00 plus that CPAP.com wants for the repair. [redacted] ** [redacted]
Sent: Monday, August 15, 5:PM Subject: ** ***, Inc CPAP.com Complaint *** A refund was issued for the solar panel charger on 8/31/after the returned product was evaulated and determined defective
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Monday, August 15, 5:PM Subject: ** *** *** CPAP.com Complaint ID *** I'm sorry that you do not have your machineAs you noted, we did ship this machine to the address you provided: https://www.***.com/apps/***track/?action=track&ascend_header=1&clienttype=dotco...⇄ also called to follow up and see how the case was progressing with *** on the 25th: 07-25-16:General Note Tried calling customer to see if there were any updates with ***Person who answered said it was the wrong numberProviding an unreachable phone number is one indiciation that an order could be fraudulentWe're not saying it is, but on a high dollar machine, with a tracking number that says delivered, it puts us on guardThe default and standard shipping method offered by carriers and internet retailers is without signature requiredWe received your order, shipped the order as promised and handed your property to ***, who likely lost it and refused to refund, then followed up to check the status of the claim for further discussionWe are not at fault, but neither do you have your machineCan we agree to share the loss 50/with a $(/ 2) refund?
Initial Business Response /* (1000, 10, 2015/12/23) */
Green Mazda has looked at ***'s brakes multiple times and nothing can be foundThe brake pads or almost new and the rotors are in great conditionShe has made a scene multiple times on our show room floor and will not be allowed back in
our place of businessThere has not been one remark made about race or gender and there never will be*** has caused multiple disruptions at our place of business and will not be allowed backThe buying process took well or a week*** signed and agreed to all of the financial details or her car purchaseGreen Mazda considers this case closed and will take not further action
Initial Consumer Rebuttal /* (3000, 17, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They told me that men and women hear differently that is race right thereI don't care how long the deal took I was told that I was only going to be a certain amount that was over lay but was well over that amount and was told that by a fianancial officer and another green storeI am tired of being miss treated at that store I hate going there I was cursed at by the general manager, lied to by the sale associateI just want my matter solvedThan on top of that I was told yesterday when I went to get my car looked at that I could not get my car serviced there was never told that at the time of deal nor that I would have to pay every time I have an issuesThan told by the sales manager that I should know that that's common sense which I didn't and wasn't informed thatI want my matter resolved I want to speak directly with *** ***
Sent: Friday, August 12, 8:AM Subject: Complaint *** *** RE: Returns Process and Status Your machine has been stock warranty replaced with authorization from the manufacturer and is scheduled to be returned to you shortly
*** I'm sorry the repairs process has taken so long with your machineEach manufacturer sets the warranty and repair process policies for their machines they produceWe are a dealer of the manufacturer and do our best working within the bounds they setWe too are concerned by and frustrated with long term around timesOur returns policy is available on our website and agreed to during online checkout before an order can be placed: http://www.cpap.com/returns.php RE: Product Packaging CPAP machines typically come alone ("Machine Only") or with an integrated humidifier ("Core Package")If you wanted to buy a stand alone heated humidifier from another brand, you could by a Machine Only configuration and then add another brand's stand alone humidifierPackaging this way gives customers options, it doesn't restrict optionsAll products we sell are brand new in original manufacturer packagingWe're not pulling a fast one, the product comes this way from the manufacturer, who is heavily regulated and publicly traded
Initial Business Response /* (1000, 10, 2015/09/16) */
green mazda did not promise anything to the consumer that was not deliveredgreen mazda does not control what the lenders will or will not financeif a consumer has a poor credit score and the lender will not approve them to finance a
warranty or gives them a high interest rate due to poor payment, those factors are out of our controlas for the missing button, it was a used vehicle and was sold as itthanks
Sent: Monday, August 15, 5:PM Subject: ** ***, Inc CPAP.com Complaint *** We are mailing a refund to your residence for the price of the XT Fit machine and humidifier
As a dealer, we follow the manufacturer's guidelines and warranty policy proceedureWe should execute it quickly, but we do not set it or control itThe expected life of a machine is related to its warranty periodYour machine was over warrantyThe expected life of a repair is days and your machine failed within this periodTime has passed and I suspect you have scrapped or found other machine solutionsI offer to resolve this issue by refunding you the $manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit
Greetings,Apologies for the confusion and delayWe have issued you a $company check, which will be sent to you via postal mail this Friday to the address on fileSincerely,Johnny [redacted] CEOCPAP.com
Sent: Monday, August 15, 5:PM Subject: [redacted] ***CPAP.com Complaint [redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturerYou were very kind and communicative as the process dragged on and your restraint in a difficult situation is appreciatedAs a dealer, we follow the manufacturer's guidelines and warranty policy procedureWe should execute it quickly, but we do not set it or control itThe expected life of a machine is related to its warranty periodYour machine was over warrantyThe expected life of a repair is days and your machine failed within this periodTime has passed and I suspect you have scrapped or found other machine solutionsI offer to resolve this issue by refunding you the $manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit
[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.] Revdex.com:Don't refund have software now consider it resolved TY I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me no refund have software now
mark please make sure to make tim [redacted] aware the next time you have an oil change scheduled and it will be full synthetic
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I hope I do not have the same issues with the replacement As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier Hence the dismay in how it was sold One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed This exception should be noted in the advertisement that it will not work without the humidifier But thank you for sending out a replacement Sorry it had to be pushed by the Revdex.com to help do the right thingCertainly you have work to do to improve your process
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]No offer to resolve this was made Regards,
Sent: Monday, August 15, 5:PM Subject: US Expediters, IncCPAP.com Complaint [redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demandWe're sorry that we were not able to provide you with an easy and positive purchasing experience
Sent: Monday, August 15, 5:PM Subject: US Expediters, Inc CPAP.com Complaint [redacted] We have issued a refund for both filters in the amount of $(+ 11.95) via checkSorry for the confusion and bad customer service experienceI've emailed you to ask which unit you have and to understand how we can improve our website to make purchasing filters more clear
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 Sir/Ms:CPAP.com has offered to resolve my BBB Complaint by refunding me $185.00. When I receive a check for $185.00, that clears my bank, then I am be willing to drop my BBB Complaint despite the fact that a colleague of mine witnessed me opening up the box that contained the CPAP Unit and didn't notice any "white dust" that allegedly voided the warranty. Also, in the event that CPAP.com does in fact send a valid check for $185.00 as offered, this still won't resolve the fact that this company "blew me off" and the fact that neither the President nor the Manager found it necessary to respond to my inquiries. However, when CPAP.com does send the check for $185.00 then I will drop the Houston BBB complaint.In response to the belief that I have moved on from this CPAP machine, the machine was my "back-up machine" so it had very little usage on it. I still have it. I still want to have it repaired. This particular machine, when in working order, in the recent past has had a significant value on [redacted] when sellers have posted them for resale. I'd still like to get it repaired, but obviously not for the $350.00 plus that CPAP.com wants for the repair. [redacted] ** [redacted]
Sent: Monday, August 15, 5:PM Subject: ** ***, Inc CPAP.com Complaint *** A refund was issued for the solar panel charger on 8/31/after the returned product was evaulated and determined defective
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Monday, August 15, 5:PM Subject: ** *** *** CPAP.com Complaint ID *** I'm sorry that you do not have your machineAs you noted, we did ship this machine to the address you provided:
https://www.***.com/apps/***track/?action=track&ascend_header=1&clienttype=dotco...⇄ also called to follow up and see how the case was progressing with *** on the 25th: 07-25-16:General Note Tried calling customer to see if there were any updates with ***Person who answered said it was the wrong numberProviding an unreachable phone number is one indiciation that an order could be fraudulentWe're not saying it is, but on a high dollar machine, with a tracking number that says delivered, it puts us on guardThe default and standard shipping method offered by carriers and internet retailers is without signature requiredWe received your order, shipped the order as promised and handed your property to ***, who likely lost it and refused to refund, then followed up to check the status of the claim for further discussionWe are not at fault, but neither do you have your machineCan we agree to share the loss 50/with a $(/ 2) refund?
Initial Business Response /* (1000, 10, 2015/12/23) */
Green Mazda has looked at ***'s brakes multiple times and nothing can be foundThe brake pads or almost new and the rotors are in great conditionShe has made a scene multiple times on our show room floor and will not be allowed back in
our place of businessThere has not been one remark made about race or gender and there never will be*** has caused multiple disruptions at our place of business and will not be allowed backThe buying process took well or a week*** signed and agreed to all of the financial details or her car purchaseGreen Mazda considers this case closed and will take not further action
Initial Consumer Rebuttal /* (3000, 17, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They told me that men and women hear differently that is race right thereI don't care how long the deal took I was told that I was only going to be a certain amount that was over lay but was well over that amount and was told that by a fianancial officer and another green storeI am tired of being miss treated at that store I hate going there I was cursed at by the general manager, lied to by the sale associateI just want my matter solvedThan on top of that I was told yesterday when I went to get my car looked at that I could not get my car serviced there was never told that at the time of deal nor that I would have to pay every time I have an issuesThan told by the sales manager that I should know that that's common sense which I didn't and wasn't informed thatI want my matter resolved I want to speak directly with *** ***
Sent: Friday, August 12, 8:AM Subject: Complaint *** *** RE: Returns Process and Status Your machine has been stock warranty replaced with authorization from the manufacturer and is scheduled to be returned to you shortly
*** I'm sorry the repairs process has taken so long with your machineEach manufacturer sets the warranty and repair process policies for their machines they produceWe are a dealer of the manufacturer and do our best working within the bounds they setWe too are concerned by and frustrated with long term around timesOur returns policy is available on our website and agreed to during online checkout before an order can be placed: http://www.cpap.com/returns.php RE: Product Packaging CPAP machines typically come alone ("Machine Only") or with an integrated humidifier ("Core Package")If you wanted to buy a stand alone heated humidifier from another brand, you could by a Machine Only configuration and then add another brand's stand alone humidifierPackaging this way gives customers options, it doesn't restrict optionsAll products we sell are brand new in original manufacturer packagingWe're not pulling a fast one, the product comes this way from the manufacturer, who is heavily regulated and publicly traded
Initial Business Response /* (1000, 10, 2015/09/16) */
green mazda did not promise anything to the consumer that was not deliveredgreen mazda does not control what the lenders will or will not financeif a consumer has a poor credit score and the lender will not approve them to finance a
warranty or gives them a high interest rate due to poor payment, those factors are out of our controlas for the missing button, it was a used vehicle and was sold as itthanks
Sent: Monday, August 15, 5:PM Subject: ** ***, Inc CPAP.com Complaint *** We are mailing a refund to your residence for the price of the XT Fit machine and humidifier
As a dealer, we follow the manufacturer's guidelines and warranty policy proceedureWe should execute it quickly, but we do not set it or control itThe expected life of a machine is related to its warranty periodYour machine was over warrantyThe expected life of a repair is days and your machine failed within this periodTime has passed and I suspect you have scrapped or found other machine solutionsI offer to resolve this issue by refunding you the $manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit
Eleven months after complaint, a prescription item not sentGeneral offer of an apologyWould like ordered product sent at no charge.Thank you