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Reviews OxiMedical Respiratory

OxiMedical Respiratory Reviews (21)

We are pleased that we were able to assist Mr [redacted] prior to our knowledge of this complaint and that he quickly canceled the complaint before we could make a formal responseSince the complaint is made public by the Revdex.com, our comment here is to provide the rest of the story that would otherwise not be known.We were unaware that Mr [redacted] was concerned about the purity of the oxygen from his concentratorTo our knowledge, the unit was not alarming and we were simply providing a routine maintenance checkWe offered to perform this check in his home at no cost to himWith no knowledge of the urgency of his request and performing a service at no charge to him, it seemed clear that we would have our technician stop at Mr [redacted] home at the technician's convenience thus explaining the open-ended dates that Mr [redacted] providedWhen our technician was unable to stop by his home after the second week, our technician called Monday morning and learned of his concern about the unitOur technician promptly made a special trip to his home, still at no cost, later that morningMr [redacted] was so pleased with our technician that he informed him of the complaint and told him that he would cancel it, and even more, he came to our office later that same day and purchased another concentrator from us

We tried contacting the customer numerous times last week; his phone was never answered so we are providing our response online nowThe customer contacted us December 14, 2015, saying the alarm was faultyHe requested a loaner unit, but we did not have one availableIt is not our policy to
provide a loaner unit for home concentrators (per our website and printed policies, we provide loaner units only for portable concentrators), but we make exceptions for local customers when a unit is availableFor the next month, the customer called periodically to see if a loaner was available and one never wasDuring this time, we recommended he bring the unit to our office for a prompt repairOn January 15, the customer brought the unit to our office for repairThe unit was repaired promptly and picked up by the customer on January 21, The unit simply had a loose wire, which was connected properlyWe also tested the output of the unit and it met manufacturer specifications, producing oxygen at 93-94% purity. Since the alarm was the only issue, it is to be expected that the alarm would be the only noticeable change to the unitEvery other part was fully operational. The customer is under mistaken assumptions that the factory would have tested the machine more thoroughly than we didThe factory only looks at whatever the complaint indicates and they test the purity, just as we didIn addition, in order to send the unit to the factory, the customer would have had to pay shipping fees of $75, and waited at least weeks for repairWe believe our in-house service of less than one week provided better service to the customer. While we are sorry that we were unable to provide service that met the customer's expectations, we were in no way negligent and we do not believe there is anything more we could have doneThe customer received quick service and a full repairHe has a fully functioning unit that is providing him with the oxygen he needs

The customer called on August requesting a replacement of a DC Adapter as it "appears" to be defective because fuses are blowing in her new automobileWe have no proof that the DC Adapter is defective since it was previously working in her prior automobile; the issue could be
her automobile providing insufficient power via the DC outletWe informed the customer that the adapter is out of warranty and would have to be replaced at her expenseThe warranty is actually one year and not six months as was mistakenly told to the customer; however, thepurchase was made eighteen months ago so the adapter would be out of warranty regardless.The customer's sales receipt lists the SeQual Eclipse 5 System with all accessories, as provided and boxed by the manufacturerThe warranty is listed on the sales receipt as years because the manufacturer provides this warranty for the main unitListing a manufacturer's warranty for the main unit is common practice and no manufacturer warranties the accessories for the entire length of the main unitMost manufacturers provide a 90-day or 1-year warranty Clarification of the warranty is clearly stated on the product page of our website under the FAQs, as follows:What is the warranty on the Eclipse?The Eclipse 5 has a year standard warrantyThe Power Cartridge and power supplies have a one-year warrantyClick here for the Standard Warranty for all SeQual products The extended 2- year warranty was provided by our company and was listed as a separate line item on the receiptWhile *** was unable to speak with the customer directly because he was quite ill all week, he relayed through *** on August that while the adapter is not under warranty, we would be happy to provide it at adiscounted price, which the customer refused to accept. We have previously replaced another accessory for this customer while it was under warranty and will continue to honor the remaining manufacturer warranty for the unit, as well as our extended warrantyWe havealso provided timely and courteous service to the customer on August and 26 and our decision to hold to the manufacturer warranty, despite the customer's dislike of this decision, ought not to be regarded as indecent customerservice

We are pleased that we were able to assist Mr. [redacted] prior to our knowledge of this complaint and that he quickly canceled the complaint before we could make a formal response. Since the complaint is made public by the Revdex.com, our comment here is to provide the rest of the story that would otherwise...

not be known.We were unaware that Mr. [redacted] was concerned about the purity of the oxygen from his concentrator. To our knowledge, the unit was not alarming and we were simply providing a routine maintenance check. We offered to perform this check in his home at no cost to him. With no knowledge of the urgency of his request and performing a service at no charge to him, it seemed clear that we would have our technician stop at Mr. [redacted] home at the technician's convenience thus explaining the open-ended dates that Mr. [redacted] provided. When our technician was unable to stop by his home after the second week, our technician called Monday morning and learned of his concern about the unit. Our technician promptly made a special trip to his home, still at no cost, later that morning. Mr. [redacted] was so pleased with our technician that he informed him of the complaint and told him that he would cancel it, and even more, he came to our office later that same day and purchased another concentrator from us.

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.
The response to my complaint states that there is "no proof" that the Adapter is faulty (?). What kind of proof would I submit. The auto dealer said it was the adapter. Seems like I am caught in the middle. They also state it is "common practice" not to list all the warranty exclusions (?)...why not.  I will accept responsibility for not scouring their website for all the minutiae pertaining to this product. I will also note at this time that they pushed all the positives like their great two year extended warranty. It would have been great at this point if they had asked if I had read all the warranty info. Again I should have realized what I was dealing with. They also mention that they had already replaced a faulty battery which was defective. Of course they should have replaced it....the unit did not work without it and was covered by the factory. No pats on the back here. On the first day after being told by her boss that it was not covered I was told she was authorized to offer me a discount on the $165 dollar adapter. I told her no as I felt it should have been replaced. Also the adapter was available on another website for less than their discounted price. [redacted] was going to call me back with the final decision but of course I never heard further from them. That is when I contacted Revdex.com.Obviously I am not going to get anywhere with OXIMEDICAL but I would like it to be on record that Buyer Beware. Ask a million questions and get everything in writing. I am attaching a copy of the invoice where you can see for yourself it is under 2 Year Warranty that ONLY CONCENTRATOR is marked. Stupid to make assumptions but would make you wonder why they did not indicate CONCENTRATOR ONLY in the three year warranty.                                   �...
Regards,
[redacted]

My mother lives in another state she's in her 80's, experiencing health and memory problems. She got suckered out of $2400.00 for an Inogen One G3 and it stopped working shortly after owing it. She called OxiMedical clowns multiple times and they gave her the run around until her warranty ran out last month. My mother like most elderly people is NOT technically inclined so she ordered regular Oxygen tanks for her needs. I just found out about this today so I called Oximed myself... Explained the situation to Customer NO service "Leo" and he started getting snippy with me. I read the reviews before hand so I knew they wouldn't help or assist in anyway. You get better service and honesty at a used car lot than from these dirt bags taking advantage of elderly people... The negative reviews are completely true! STAY AWAY from OxiMed and Inogen products too. (read the Inogen reviews in the link below)
http://69.72.148.136/ubb/Forum18/HTML/013908.html

+1

The customer called on August 25 requesting a replacement of a DC Adapter as it "appears" to be defective because fuses are blowing in her new automobile. We have no proof that the DC Adapter is defective since it was previously working in her prior automobile; the issue could be...

her automobile providing insufficient power via the DC outlet. We informed the customer that the adapter is out of warranty and would have to be replaced at her expense. The warranty is actually one year and not six months as was mistakenly told to the customer; however, thepurchase was made eighteen months ago so the adapter would be out of warranty regardless.The customer's sales receipt lists the SeQual Eclipse 5 System with all accessories, as provided and boxed by the manufacturer. The warranty is listed on the sales receipt as 3 years because the manufacturer provides this warranty for the main unit. Listing a manufacturer's warranty for the main unit is common practice and no manufacturer warranties the accessories for the entire length of the main unit. Most manufacturers provide a 90-day or 1-year warranty.  Clarification of the warranty is clearly stated on the product page of our website under the FAQs, as follows:What is the warranty on the Eclipse?The Eclipse 5 has a 3 year standard warranty. The Power Cartridge and power supplies have a one-year warranty. Click here for the Standard Warranty for all SeQual products The extended 2- year warranty was provided by our company and was listed as a separate line item on the receipt. While [redacted] was unable to speak with the customer directly because he was quite ill all week, he relayed through [redacted] on August 26 that while the adapter is not under warranty, we would be happy to provide it at adiscounted price, which the customer refused to accept. We have previously replaced another accessory for this customer while it was under warranty and will continue to honor the remaining manufacturer warranty for the unit, as well as our extended warranty. We havealso provided timely and courteous service to the customer on August 25 and 26 and our decision to hold to the manufacturer warranty, despite the customer's dislike of this decision, ought not to be regarded as indecent customerservice.

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.The response to my complaint states that there is "no proof" that the Adapter is faulty (?). What kind of proof would I submit. The auto dealer said it was the adapter. Seems like I am caught in the middle. They also state it is "common practice" not to list all the warranty exclusions (?)...why not.  I will accept responsibility for not scouring their website for all the minutiae pertaining to this product. I will also note at this time that they pushed all the positives like their great two year extended warranty. It would have been great at this point if they had asked if I had read all the warranty info. Again I should have realized what I was dealing with. They also mention that they had already replaced a faulty battery which was defective. Of course they should have replaced it....the unit did not work without it and was covered by the factory. No pats on the back here. On the first day after being told by her boss that it was not covered I was told she was authorized to offer me a discount on the $165 dollar adapter. I told her no as I felt it should have been replaced. Also the adapter was available on another website for less than their discounted price. [redacted] was going to call me back with the final decision but of course I never heard further from them. That is when I contacted Revdex.com.Obviously I am not going to get anywhere with OXIMEDICAL but I would like it to be on record that Buyer Beware. Ask a million questions and get everything in writing. I am attaching a copy of the invoice where you can see for yourself it is under 2 Year Warranty that ONLY CONCENTRATOR is marked. Stupid to make assumptions but would make you wonder why they did not indicate CONCENTRATOR ONLY in the three year warranty.                                   �... />
Regards,

+1

We tried contacting the customer numerous times last week; his phone was never answered so we are providing our response online now. The customer contacted us December 14, 2015, saying the alarm was faulty. He requested a loaner unit, but we did not have one available. It is not our policy...

to provide a loaner unit for home concentrators (per our website and printed policies, we provide loaner units only for portable concentrators), but we make exceptions for local customers when a unit is available. For the next month, the customer called periodically to see if a loaner was available and one never was. During this time, we recommended he bring the unit to our office for a prompt repair. On January 15, 2016 the customer brought the unit to our office for repair. The unit was repaired promptly and picked up by the customer on January 21, 2016. The unit simply had a loose wire, which was connected properly. We also tested the output of the unit and it met manufacturer specifications, producing oxygen at 93-94% purity.  Since the alarm was the only issue, it is to be expected that the alarm would be the only noticeable change to the unit. Every other part was fully operational.  The customer is under mistaken assumptions that the factory would have tested the machine more thoroughly than we did. The factory only looks at whatever the complaint indicates and they test the purity, just as we did. In addition, in order to send the unit to the factory, the customer would have had to pay shipping fees of $75, and waited at least 4 weeks for repair. We believe our in-house service of less than one week provided better service to the customer.  While we are sorry that we were unable to provide service that met the customer's expectations, we were in no way negligent and we do not believe there is anything more we could have done. The customer received quick service and a full repair. He has a fully functioning unit that is providing him with the oxygen he needs.

We are pleased that we were able to assist Mr. [redacted] prior to our knowledge of this complaint and that he quickly canceled the complaint before we could make a formal response. Since the complaint is made public by the Revdex.com, our comment here is to provide the rest of the story that would...

otherwise not be known.We were unaware that Mr. [redacted] was concerned about the purity of the oxygen from his concentrator. To our knowledge, the unit was not alarming and we were simply providing a routine maintenance check. We offered to perform this check in his home at no cost to him. With no knowledge of the urgency of his request and performing a service at no charge to him, it seemed clear that we would have our technician stop at Mr. [redacted] home at the technician's convenience thus explaining the open-ended dates that Mr. [redacted] provided. When our technician was unable to stop by his home after the second week, our technician called Monday morning and learned of his concern about the unit. Our technician promptly made a special trip to his home, still at no cost, later that morning. Mr. [redacted] was so pleased with our technician that he informed him of the complaint and told him that he would cancel it, and even more, he came to our office later that same day and purchased another concentrator from us.

I accept because I want done with these people. He talks about the things I damaged which is a lie. I was removing the cord from the battery and the tip broke off in it. THEY told me to try and pull it out, which I tried and couldn't do. The charger was NOT attatched to the cord when it broke off. The first time I attempted  to use it it would not charge the battery, but it would power up the unit itself so it was not "shorted" out as they claim. These people have sent everything finally but they should not in any way get away with their lies.

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

Regards,

I purchased my SeQual Eclipse 5 portable oxygen concentrator from Jonathan Ford of the OxiMedical Atlanta facility over 13 months ago. This was my first experience with purchasing such a unit. The experience was totally positive in all respects. Jonathan helped me understand the various units available that would meet my needs, both positive and negative characteristics. The unit was delivered to my door on-time, and in a factory sealed carton. Everything was included - both the basic system and several optional items that I purchased. Everything performed exactly as Jonathan had described. Jonathan has been quick to respond to my calls and e-mails both prior to and after the purchase. Bottom line, service has been great. I have since referred other oxygen users to the company.

The customer paid for the order on June 9, 2014 via [redacted] Invoice, which listed in detail all of the items included in the order and the total price for the order (see attached). By paying the invoice, the customer agreed to the items and the total price. There was never an...

additional charge added to the order.

The battery belt was mistakenly not included in the original shipment; however, it was promptly shipped as soon as it was brought to our attention. Unfortunately, the adapter was on backorder and was sent directly

from the manufacturer, which took longer than desired.

After the customer called on June 15 and stated there was a problem with a battery and cable, we sent a replacement of both items and return shipping label. When we received the items from the customer, the cable

was broken at the tip, which goes into the battery, and it appeared that the customer attempted in several places to pry open the battery, which put her in grave danger since it is lithium ion and could have caused a burn and fire had she been successful. Though the items were damaged by the customer, we did not charge for replacements.

We also received the power supply (listed as "charger" in the complaint), which appears to have shorted out when the customer broke the tip of the cable off in the battery. We also replaced this item at no charge. It was shipped on July 9 and delivered to the customer on July 11, 2014.

We have gone above and beyond with all items related to the customer's order. To the best of our knowledge, the customer has all the parts included in the order. The customer's desired settlement of a partial refund is

unwarranted given the paid itemized invoice and the replacement of three damaged items at our expense.

Review: I purchased a used portable oxygen concentrator (activox) from oximedical at the price of $1695 on 8/10/15. Upon receiving and using the concentrator, I informed oximedical by phone and via e-mail that the device was not working properly as it did not deliver sufficient oxygen. I spoke with a technician (Leo) and he suggested trying another activox concentrator, but that one also did not work for me. Both concentrators were shipped back to oximedical on 9/22/15 using a UPS shipping form e-mailed to me by oximedical (tracking # [redacted]. I inquired about a lifechoice portable concentrator (which has worked for me in the past) and Leo said he had a used one that I could get for $800. The lifechoice he sent works for me and he said he would try and get me another one. In the past 3 weeks I have tried calling and e-mailing oximedical to follow up, but Leo does not take my calls anymore nor does he respond to phone messages I leave with [redacted] (the receptionist) or my e-mail messages to the support desk. I have requested a reimbursement for the $1695, but no one at oximedical responds. Any help the Revdex.com can provide on this matter is greatly appreciated.Desired Settlement: I would like a refund of $1695 to my credit card

Review: I purchased a Sequel Eclipse 5 portable oxygen concentrator for the amount of $2,455.00 in February of 2014. I was told at the time that Oximedical extended the 3 year warranty from Sequel by two years for a total of 5 year warranty.

It states on my sales receipt that the two year warranty that they offer only covers the Concentrator itself. I have been calling for three days. I was told that the DC Adapter which appears to be defective (as it keeps blowing the fuse in the car) is only warrantied for 6 months. No where on my invoice was I told there was any exception for the first three years.

I have spoken with a very helpful person by the name of [redacted] (?) who keeps trying to get info from her boss "[redacted]".

[redacted] will not speak with me and insistis the DC adapter is not covered and insists that it is written in the sales receipt (which it is not)Desired Settlement: I would like them to honor the warranty. I would also like some decent customer service. This is not a toy but something that concerns my health and ability to breathe.

Business

Response:

The customer called on August 25 requesting a replacement of a DC Adapter as it "appears" to be defective because fuses are blowing in her new automobile. We have no proof that the DC Adapter is defective since it was previously working in her prior automobile; the issue could be her automobile providing insufficient power via the DC outlet. We informed the customer that the adapter is out of warranty and would have to be replaced at her expense. The warranty is actually one year and not six months as was mistakenly told to the customer; however, thepurchase was made eighteen months ago so the adapter would be out of warranty regardless.The customer's sales receipt lists the SeQual Eclipse 5 System with all accessories, as provided and boxed by the manufacturer. The warranty is listed on the sales receipt as 3 years because the manufacturer provides this warranty for the main unit. Listing a manufacturer's warranty for the main unit is common practice and no manufacturer warranties the accessories for the entire length of the main unit. Most manufacturers provide a 90-day or 1-year warranty. Clarification of the warranty is clearly stated on the product page of our website under the FAQs, as follows:What is the warranty on the Eclipse?The Eclipse 5 has a 3 year standard warranty. The Power Cartridge and power supplies have a one-year warranty. Click here for the Standard Warranty for all SeQual products The extended 2- year warranty was provided by our company and was listed as a separate line item on the receipt. While [redacted] was unable to speak with the customer directly because he was quite ill all week, he relayed through [redacted] on August 26 that while the adapter is not under warranty, we would be happy to provide it at adiscounted price, which the customer refused to accept. We have previously replaced another accessory for this customer while it was under warranty and will continue to honor the remaining manufacturer warranty for the unit, as well as our extended warranty. We havealso provided timely and courteous service to the customer on August 25 and 26 and our decision to hold to the manufacturer warranty, despite the customer's dislike of this decision, ought not to be regarded as indecent customerservice.

Consumer

Response:

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.

The response to my complaint states that there is "no proof" that the Adapter is faulty (?). What kind of proof would I submit. The auto dealer said it was the adapter. Seems like I am caught in the middle. They also state it is "common practice" not to list all the warranty exclusions (?)...why not. I will accept responsibility for not scouring their website for all the minutiae pertaining to this product. I will also note at this time that they pushed all the positives like their great two year extended warranty. It would have been great at this point if they had asked if I had read all the warranty info. Again I should have realized what I was dealing with. They also mention that they had already replaced a faulty battery which was defective. Of course they should have replaced it....the unit did not work without it and was covered by the factory. No pats on the back here. On the first day after being told by her boss that it was not covered I was told she was authorized to offer me a discount on the $165 dollar adapter. I told her no as I felt it should have been replaced. Also the adapter was available on another website for less than their discounted price. [redacted] was going to call me back with the final decision but of course I never heard further from them. That is when I contacted Revdex.com.Obviously I am not going to get anywhere with OXIMEDICAL but I would like it to be on record that Buyer Beware. Ask a million questions and get everything in writing. I am attaching a copy of the invoice where you can see for yourself it is under 2 Year Warranty that ONLY CONCENTRATOR is marked. Stupid to make assumptions but would make you wonder why they did not indicate CONCENTRATOR ONLY in the three year warranty.

Regards,

I was recently advised by my pulmonologist that I needed to use supplemental oxygen. I had some apprehension about this, especially because I travel by air frequently. [redacted] at OxiMedical provided a rapid and expert reply to my questions regarding the best portable oxygen concentrator for my needs. The device was shipped promptly, and has been perfect for my requirements.

Very impressed by my experience with OxiMedical.

Review: Around January 26th, 2015 we stopped into OxiMedical to see what they had to offer of which [redacted] meet us and was very helpful. I stated to him that we'd be back when our tax money came in which it did. So on February 26th, 2015 I went in and bought what I said I would which was the [redacted]. I stated to him oh you service home concentrators too of which he said yes we do and I also asked if it had to be brought in or do they come to the home. He asked where we lived and he said that next week on Thursday or Friday he'd be over to service it. Well that came and went so on Monday I called to find out what happened and he was with a customer and would call me back according to the lady on the phone. He called me back and stated he'd call me on the 12th or 13th of March and let me know when to expect him to service the home concentrator. Thursday went by and Friday morning at 11:30 I called to see if I could talk to him and was again told he was with a customer and would call me back and was asked again about what was needed of which I stated that I needed to find out what time he was coming to service the home concentrator. Just called again at 4:45 and he left for the day and would call on Monday for doing it next Thursday or Friday.

My home concentrator has been on low oxygen now for three weeks which isn't good plus my lung capacity is at 15%. I was so happy to have found a company that would service the home concentrator plus the new portable I just bought. However I believe that all they are interested in is selling their products and don't care anything about the people or else they wouldn't be playing with people's lives like they do by lying to them and saying they'll do something and then not doing it. This causes a lot of stress on a person which makes it more rough on them to breath. They are not compassionate people and please take caution when dealing with them. If I had to do it all over again I wouldn't buy from them at allDesired Settlement: Just want them to service my home oxygen concentrator like they said they'd do

Business

Response:

We are pleased that we were able to assist Mr. [redacted] prior to our knowledge of this complaint and that he quickly canceled the complaint before we could make a formal response. Since the complaint is made public by the Revdex.com, our comment here is to provide the rest of the story that would otherwise not be known.We were unaware that Mr. [redacted] was concerned about the purity of the oxygen from his concentrator. To our knowledge, the unit was not alarming and we were simply providing a routine maintenance check. We offered to perform this check in his home at no cost to him. With no knowledge of the urgency of his request and performing a service at no charge to him, it seemed clear that we would have our technician stop at Mr. [redacted] home at the technician's convenience thus explaining the open-ended dates that Mr. [redacted] provided. When our technician was unable to stop by his home after the second week, our technician called Monday morning and learned of his concern about the unit. Our technician promptly made a special trip to his home, still at no cost, later that morning. Mr. [redacted] was so pleased with our technician that he informed him of the complaint and told him that he would cancel it, and even more, he came to our office later that same day and purchased another concentrator from us.

Review: O2 concentrator taken in for return to manufacturer under warranty RA, John in service refused to return multiple calls regarding status, had to call through sales to get anyone to call me back. I don't think it was ever sent in to the manufacturer They returned it to me and it is exactly as it was except for one small change in the alarm tone. I felt they kept it in shop and tried to repair themselves, factory never got to check other functions.Desired Settlement: Il want a complete check of system functions as should have been done under warranty RA by manufacturer. I want a loaner during the time it is kept.

Business

Response:

We tried contacting the customer numerous times last week; his phone was never answered so we are providing our response online now. The customer contacted us December 14, 2015, saying the alarm was faulty. He requested a loaner unit, but we did not have one available. It is not our policy to provide a loaner unit for home concentrators (per our website and printed policies, we provide loaner units only for portable concentrators), but we make exceptions for local customers when a unit is available. For the next month, the customer called periodically to see if a loaner was available and one never was. During this time, we recommended he bring the unit to our office for a prompt repair. On January 15, 2016 the customer brought the unit to our office for repair. The unit was repaired promptly and picked up by the customer on January 21, 2016. The unit simply had a loose wire, which was connected properly. We also tested the output of the unit and it met manufacturer specifications, producing oxygen at 93-94% purity. Since the alarm was the only issue, it is to be expected that the alarm would be the only noticeable change to the unit. Every other part was fully operational. The customer is under mistaken assumptions that the factory would have tested the machine more thoroughly than we did. The factory only looks at whatever the complaint indicates and they test the purity, just as we did. In addition, in order to send the unit to the factory, the customer would have had to pay shipping fees of $75, and waited at least 4 weeks for repair. We believe our in-house service of less than one week provided better service to the customer. While we are sorry that we were unable to provide service that met the customer's expectations, we were in no way negligent and we do not believe there is anything more we could have done. The customer received quick service and a full repair. He has a fully functioning unit that is providing him with the oxygen he needs.

Review: I have been trying to get satisfaction from these people for 2 months now on a [redacted] oxygen generator that I purchased. To start with after I placed the order #[redacted] on June 6, I went and re-looked and the battery belt that they charged me an extra $ 455.00 was included in the original price of the unit I ordered. That being said I have called and called to get the order right. One the charging cord and mini battery were broke. The battery belt, shoulder strap and battery belt connector were not included in the shipment. Then when every thing was finally here I went to charge the mini batteries and the charger didn't work. I sent it along with the broken cable and battery back to them with their return label over three weeks ago with [redacted] (owners) att. in black marker on the white box and enclosed inside the box a personal letter to him explaining the newest problem and asking him to either repair or replace the charger so that I could finally use my generator. I tried to email them and mail returned. I cannot call them as I am taking stress medicine and have breathing problems when I talk on phone..which [redacted] also knows.Today I went on line to their chat and told [redacted] my problem and he told me to call [redacted]. I am so tired of this. I am 78 years old and cannot put up with much more from these people.Desired Settlement: I would like my charger and although I was willing to be thankful to get this problem and the rest of them done with, I would now like my $455. returned. I have actually been hospitalized overnight over the stress this has caused my [redacted]. and they know it. I purchased this unit out of pocket and did not use [redacted] or an [redacted] for it.

Business

Response:

The customer paid for the order on June 9, 2014 via [redacted] Invoice, which listed in detail all of the items included in the order and the total price for the order (see attached). By paying the invoice, the customer agreed to the items and the total price. There was never an additional charge added to the order.

The battery belt was mistakenly not included in the original shipment; however, it was promptly shipped as soon as it was brought to our attention. Unfortunately, the adapter was on backorder and was sent directly

from the manufacturer, which took longer than desired.

After the customer called on June 15 and stated there was a problem with a battery and cable, we sent a replacement of both items and return shipping label. When we received the items from the customer, the cable

was broken at the tip, which goes into the battery, and it appeared that the customer attempted in several places to pry open the battery, which put her in grave danger since it is lithium ion and could have caused a burn and fire had she been successful. Though the items were damaged by the customer, we did not charge for replacements.

We also received the power supply (listed as "charger" in the complaint), which appears to have shorted out when the customer broke the tip of the cable off in the battery. We also replaced this item at no charge. It was shipped on July 9 and delivered to the customer on July 11, 2014.

We have gone above and beyond with all items related to the customer's order. To the best of our knowledge, the customer has all the parts included in the order. The customer's desired settlement of a partial refund is

unwarranted given the paid itemized invoice and the replacement of three damaged items at our expense.

Consumer

Response:

I accept because I want done with these people. He talks about the things I damaged which is a lie. I was removing the cord from the battery and the tip broke off in it. THEY told me to try and pull it out, which I tried and couldn't do. The charger was NOT attatched to the cord when it broke off. The first time I attempted to use it it would not charge the battery, but it would power up the unit itself so it was not "shorted" out as they claim. These people have sent everything finally but they should not in any way get away with their lies.

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

Regards,

My husband and I purchased an IGo oxygen concentrator from them a few months ago. We couldn't be happier with our experience with them. They answered all our questions with patience and thoroughness. Leo recommended the IGo based on my needs and it's everything he said it would be. Their service and consideration is outstanding!

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Description: Medical Equipment & Supplies, Hospital & Medical Equipment & Supplies

Address: 5255 W. Phelps Road, Suite 4, Glendale, Arizona, United States, 85306

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