Kt Builders

May 27, [redacted] Staunton TurnpikeParkersburg, WV, 26104Dear Ms [redacted] ,Thank you for contacting us regarding your concern with your CPAP device and the report of rubber or paintfumesWe apologize that you have not been able to reach usWe have attempted to contact you repeatedly inthe last several weeks via phone; 304- [redacted] ; 304- [redacted] , and email; ***@ [redacted] .netWe would liketo speak with you regarding your concerns and identify if the CPAP device in question is a ResMed productThereare several other CPAP devices on the market in the US which are not manufactured by ResMed.In the event your CPAP device is a ResMed product, we recommend daily cleaning of the tube before initial andrepeated use per the ResMed user guideCleaning your CPAP device minimizes buildup of deposits in the tub.Cleaning should also be done with competitors products in accordance with their user guide.In the event cleaning of the tub before each use does not resolve your concerns you will need to reach out to yourHME for resolutionIf the device in question is manufactured by ResMed and your concerns are not resolved bycleaning, we are happy to work with your HME provider to accommodate an amicable solutionIf you needassistance with this please call us at 1-800- [redacted] extension ***Sincerely, [redacted] ***Director of Customer Service- AmericasCC:Revdex.comResMed

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 For your reference, details of the offer I reviewed appear below sent letter to quality assurance on 11/28/with pictures of damageCleveland clinic forwarded machine sn [redacted] rma [redacted] they confirmed the malfunction I describedI want reimbursement for damaged nightstand estvalue $checking with [redacted] for receipt which I do not have Regards, [redacted] ***

Hi ***, Thank you for your feedbackResMed is happy to provide support and feedback with device usage via myAir which allows you to track your sleep therapy progress with a comprehensive dashboardIf you have not already created a myAir account you can do so at: myair.resmed.com The ResScan software is only available to our B2B clinically trained customersThe level of detail and data in the software is not intended for patient use Best Regards, ResMed Customer Service

Hi there,We have reached out to this patient and resolved their concerns with a replacement mask.Thank you, [redacted]

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. I
will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Thank you for the follow up. We had not previously received the case, which may have been due to a change of contact. We are looking into this complaint and will respond to the customer appropriately,Regards***

Hi, ResMed has contacted the customer and has apologized for his experience and the treatment he received

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. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved. it seems that I have to go to great lengths to get a supply order. After hours of phone calls and complaint to you......they have sent my supplies.......but they won't be here until 12/15. I still have days that I have to wait. I will submit a new complaint about the efficiency of this company. So.....thank you for all of your help!! I really appreciate it!!
Regards,
*** ***

Revdex.com:I was contacted yesterday by their representative and was very pleased by their response to my complaint. I greatly appreciated their
kind offer and assistance. I consider the complaint ID *** closed and again appreciate the response and kindness from RESMED.
Regards,
*** ***

RE: Revdex.com Complaint ID [redacted] of 10 September 2016Dear Mr. [redacted]I apologize for your recent experience related to your ResMed device communicating therapy data to your healthcare provider. In reviewing our records associated with the device serial number you provided, it appears...

that the issue you identified was resolved on 15 September 2016.In your communication with the Revdex.com (Revdex.com), you requested the following specific actions. I have provided responses to each request:1. “I would like my machine able to communicate with the DRs office as they expect.” You mentioned that you purchased your device online. From the sales person’s email address you provided, it seems that the seller (SecondWindCPAP.com) was not the original owner and that you purchased a used device. Because the device was pre-owned, it remained registered to the original purchaser within our data monitoring system. Your current Home Medical Equipment (HME) provider contacted us on 12 September 2016 asking for assistance. We responded on 13 September 2016 with the registration status of your device. On 15 September 2016, we arranged to transfer monitoring of your device from the original purchaser to your current HME provider. SecondWindCPAP is not an authorized ResMed provider.2. “I would like to know what the DRs office cannot use a Zip file of the Memory cards complete directory) and perhaps advise them on how they can do this in the future” The SD card in your ResMed device is intended for the storage and conveyance of your therapy data. We do not support direct patient access of the data on the card. As noted in the User Guide for your device, “Your care provider may ask you to send the SD card by mail or to bring it in.” Upon receipt of the SD card, your provider can access the data directly.I am sorry that you have experienced this issue with your ResMed device. We manufacture our products to exacting standards and meet FDA requirements for our products’ intended use. For any concerns you may have with your treatment, we recommend you immediately contact your health care provider to discuss those concerns. If you experience any physical distress, you should call 9-1-1 immediately to receive medical attention.We manufacture a medical device that is prescribed by a physician and supported by trained medical experts. We rely on our network of authorized and trained distributors to meet the needs of patients using our products. In this case, your HME provider acted on your behalf to contact us and to resolve the issue.Thank you for bringing your concerns to our attention.[redacted]Senior Director, Customer Service - Americas

Thank you for the follow up.  We had not previously received the case, which may have been due to a change of contact.  We are looking into this complaint and will respond to the customer appropriately,Regards[redacted]

Hi there,We have reached out to this patient and resolved their concerns with a replacement mask.Thank you,[redacted]

May 27, 2015[redacted] Staunton TurnpikeParkersburg, WV, 26104Dear Ms. [redacted],Thank you for contacting us regarding your concern with your CPAP device and the report of rubber or paintfumes. We apologize that you have not been able to reach us. We have attempted to contact you repeatedly...

inthe last several weeks via phone; 304-[redacted]; 304-[redacted], and email; [redacted].net. We would liketo speak with you regarding your concerns and identify if the CPAP device in question is a ResMed product. Thereare several other CPAP devices on the market in the US which are not manufactured by ResMed.In the event your CPAP device is a ResMed product, we recommend daily cleaning of the tube before initial andrepeated use per the ResMed user guide. Cleaning your CPAP device minimizes buildup of deposits in the tub.Cleaning should also be done with competitors products in accordance with their user guide.In the event cleaning of the tub before each use does not resolve your concerns you will need to reach out to yourHME for resolution. If the device in question is manufactured by ResMed and your concerns are not resolved bycleaning, we are happy to work with your HME provider to accommodate an amicable solution. If you needassistance with this please call us at 1-800-[redacted] extension [redacted]Sincerely,[redacted]Director of Customer Service- AmericasCC:Revdex.comResMed

This customers issue was addressed in December of 2015.  We contacted her DME and replaced both tubing kits free of charge under the terms of our warranty.  The customer accepted this as appropriate action, and we closed the complaint in our internal ERP.

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.  For your reference, details of the offer I reviewed appear below.
sent letter to quality assurance on 11/28/17 with pictures of damage. Cleveland clinic forwarded machine sn [redacted] rma [redacted]. they confirmed the malfunction I described. I want reimbursement for damaged nightstand est. value $400. checking with [redacted] for receipt which I do not have.
Regards,
[redacted]

Hi [redacted],
Thank you for your feedback. ResMed is happy to provide support and feedback with device usage via myAir which allows you to track your sleep therapy progress with a comprehensive dashboard. If you have not already created a myAir account you can do so at: myair.resmed.com.

The...

ResScan software is only available to our B2B clinically trained customers. The level of detail and data in the software is not intended for patient use.
Best Regards,
ResMed Customer Service