OxygenPlus Medical Systems, Inc.

On 2-26-Mr*** contacted me in regards to an Oxygen machineHe said he had a 10LPM thatneeded replacingI discussed the models I had to offer, and offered a similar machine to what he had,but it was only a 7LPM, and offered less flowThis machine was priced accordinglyHe thought about
itovernight, and placed his order the following dayI explained the reconditioning procedure on the usedequipment, and what the warranty covers.About a week later we received a call from Mr***He said he just unboxed his machine, turned iton, and it was alarmingHe immediately requested to return it, which raised a concernAfter askingwhat the machine was doing, I explained to him that it was 100% normalThis machine has a LowOxygen alarm on it, and it will beep for the first few minutes of operation, until the machine reachesmaximum oxygen purityI urged him to at least try the machine, because I knew there was nothingwrong with itDuring our phone call, all alarms turned off like they should, and the unit was workingfineHe claimed it wasn't putting out as much airThis is simply because he purchased a 7LPM, and hewas used to a 10LPM.A day or so later, we received yet another phone call from Mr***He now claimed that he droveto a facility to have the machine testedThey claim "The machine isn't putting out enough air"This isvery non-descriptIf the purity was too low, the machine would alarmIf it wasn't putting out enoughvolume, the machine would also alarmEverything is computerized and passes through sensorsTheslightest variation in operation will cause the machine to alarmThis is why I did not believe any of theclaims.It became apparent to me that Mr*** was searching for a reason to return the machineI saidthat I have bigger machines that I could try to exchange, but at that point I felt that nothing I had wouldmake him happy!I explained our return policy over the phoneI also sent him an email stating the return policy, and whathis refund would be, minus a restock feeHe replied stating that he did not trust that l would give hisrefund, and he would keep the machineI have included a copy of the emailWe delivered exactly whathe offered, in a timely fashionAs far as cosmetic blemishes: it is to be expectedThese machines arenot newIf a unit is too severely damaged, we do not sell itHowever some cosmetic damage should beexpectedIt will not harm the function or warranty of the unit.As far as secretly recording telephone conversations in Massachusetts, please refer to MassGenLawsch272, 99.This is illegal unless both parties consent to being recordedWe were not informed of anyrecording.As always, our machines always carry a warrantyWe have not heard back from Mr*** about hismachine not workingWe can only assume that it worked fine all along, or else it would be back in forrepair.*** ***CE OxygenPlus

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
During my initial discussion with OxygenPlus, I indicated that the *** unit was in good condition except that there was an alarm condition on the unitWith regards to the ***,shipping was not free but cost an extra $The statement that the unit was on sale is ridiculous! It is a refurbished unit and I PAID FULL PRICEA brand new *** unit can be purchased for $including shipping on the internetAgain, the only reason I purchased the unit from OxygenPlus was due to the trade inThis business stretches the truth to fit their needs and exhibits a total lack of communication skills with their customers
Regards,
*** ***

I have reviewed the response offer 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.
This guy likes to sweet talk. The fact is That the machine DID NOT put out the advertised amount of LPM and the product looked like it was thrown off mount everest and some how survived..WANT TO GET SCAMMED? call oxygen plus medical.  They will sell you a piece of garbage and then fight with you after you decide the product is poo. the return policy is not real..dont get scammed twice.  Just keep and pretend your getting oxygen..its better than losing twice. Watch how nice [redacted] is to you when your buying and how Rude he is when your dissatisfied. Please contact me for the recording of [redacted]. do I care if its against the law To record him? No. Id rather die than let him take another victim Regards,
[redacted]

ln regards to this complaint, we had processed payment for the equipment as promised. lt was returnedto us as undeliverable. Another check request was made to send payment to the seller. The sellerbecame irritated at the speed of the process and requested the equipment be returned. We returnedthe...

equipment and accessories in the box and packing provided. We do not have any other items owedback to the customer as everything we received had been returned.We are sorry that this transaction did not work out.-Justin LaClairCEOOxygenPlus Medical

I have reviewed the response offer 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.
I have been told that there would be a replacement coming and nothing ever came. I will never do business with this company ever again. They have given us the run around, this is the second time I have to complain about the same issue.
Regards,
[redacted]

I have reviewed the response offer 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.
[redacted] has his facts wrong.  I placed this order on Monday December 29th, not my father.  I received a paid invoice on 12/30/14 showing a ship date of 12/30/14.  When I placed the order I asked [redacted] to please email or call me with the tracking number so we could watch for the product.  I explained to him that the dogs in the neighborhood have a reputation of taking things off porches and tearing them up. He never  mentioned this item was on back order or that he was closing for the holidays.  I waited until January 2nd to contact [redacted] about a tracking number.  I did talk to [redacted] that time and he said he would email his customer asking for a tracking number. I assume he did, I got a copy of an email addressed to me, not his customer, asking for a tracking number.When I hadn't heard from anyone, I contacted [redacted] again on Monday January 5th around noon. He said he would call his customer and would call me back within 10 minutes with a tracking number.  I never heard from his so around 4:30 I called again.  [redacted] said he was doing all he could to get a tracking number and I told him I would call him back at 10 am the next day for the tracking number.  He got very ugly with me and I told him I was filing a complaint with the Revdex.com and then he got very upset and starting cursing at me and as I stated in my original complaint he said **.  Very unprofessional, rude and disrespectful.I was never rude to him. I simply insisted that it had  been a week since I ordered this product for my father and had no response as to when it had shipped, or was shipping.  I wasn't the one who cancelled the order. [redacted] said he was cancelling it and I agreed.  When I told him I wanted a refund ASAP so we could order my father another concentrator he said "I will refund it sometime this week". We did order a concentrator from another company and had it in one day.  And also, I was told that by law this company needed an RX from my father's doctor since this oxygen concentrator was considered a drug.  [redacted] never obtained an RX from my father's doctor for this order, nor the previous order when my father drove to the company, 4 hours away, to pick up the 1st oxygen concentrator.ss This company really needs to be investigated for its business practices and unprofessionalism.  I work in customer service, I know how to treat customers and if I were to speak to a customer the way [redacted] spoke to me, I would be job hunting.  I will do whatever I need to do to get the word out about this company and their rudeness, business practices, etc.Thank you for your time and attention to this very serious matter.  Businesses like this need to exposed.
Regards,
[redacted]

Original response still stands.  Everything she sent to us we sent back.Justin

Our original response stands.   This unit was provided to a third party company, who then provided it to Mr. [redacted]. We are aware ofthe situation, and would be happy to replace it. We have been in contact with the third party companymultiple times, and provided them all necessary paperwork to exchange the unit. We are simply waitingfor the damaged unit to be returned, so we can replace it.Mr. [redacted] is not our customer, the business he purchased the equipment from is our customer.  OxygenPlus

I have reviewed the response offer 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 from Justin is not correct.  As I said in my complaint if they were not going to send a check just send back the machine as they said they would.  I did call several times but was willing to wait for the check.  Justin said the check had been mailed out on Friday and I did not call him again till Wednesday just letting him know the check had not arrived.  Two days later I received my machine back.  If he had sent a check why would he return the machine?  I thought I was very patient since all this had been going on for 2 months.  He is also being very dishonest about not having the carry case and the case for the batteries.  He said to me himself when he called to tell me they would buy the machine that he had received the other two items. I sent the machine and cases at the same time.  The machine does me no good without the carry case. I cannot believe this man has stayed in business as dishonest as he is !!!! [redacted]

We received an urgent order from a previous customer of ours [redacted] on New years Eve fora piece of equipment. We expressed to our customer that this unit is not in stock and has to be dropshipped from the manufacturer in [redacted] ([redacted]). We also expressed that due to the holiday,...

wewould do everything we could to expedite this order, but obviously there are no guarantees of when itwould ship. According to conversations with our sales rep, the tentative ship date was in fact 12-13-14.Before we ever place a special order for a customer, we require pre-payment for the goods and/orservices, just as many companies do. This is not bad business practice, it is SMART business practice.Once the order was placed, we had closed for the holiday, and did not return until Monday morning,January 5th 2015. While we were closed, I was fielding phone calls on January 1st through 4th on mycellular phone. During this time, Mr. [redacted]'s daughter [redacted] called me right about 5pm ESTon January 2nd for a tracking update. Since she was not our customer (It was ordered under [redacted]) I did not have much information for her. She was pretty rude and abrupt with me and wanteda tracking number. [redacted] was still closed for the New Year, but she pressed on for a trackingnumber. The best I could do was to email my representative about 5:20PM that day requesting thetracking. I never did hear back, which is understandable. They were still closed for the Holiday.We contacted the salesman Monday the 5th, only to find out that the unit was on backorder becausethey had a large holiday rush. We pressed him for expedited shipping, and they agreed to ship it onJanuary 6th, for delivery on January 7th at no additional cost. The customer declined this option. with theorder being placed so late in the day, on the eve of a long holiday vacation, there was no way we couldcommunicate with anyone for an update on the order. Our sales team felt we were being hassled by[redacted] who simply could not understand why we could not update her order until the companyreopened.Since I was not in the office during the alleged mean phone call, I have no comment on [redacted]s conduct,although l feel it is HIGHLY unlikely he acted like that unless the customer initiated the rudeness.At the customers request, we promptly refund all the money for their order on January 5th so they couldorder their product elsewhere. I hope they found a company they like working with, because I no longerwish to service them due to the abusive nature of their communications. I have enclosed copies of theinvoice and credit memo.[redacted]CEO OXYGENPLUS MEDICAL SYSTEMS IN

Mr. [redacted] purchased a piece of equipment from us on 11-04-14 for $1895 with free shipping.  He stated that he had a piece of equipment to use as a trade in that was in "very good hardly used condition" but that it "just had a light on, and needs minor repair". I was hesitant to take it...

in, knowing the possible troubles with that equipment.Taking Mr. [redacted]'s description of "very good shape" into consideration, I offered a "POTENTIAL $300 CREDIT DUE FOR CUSTOMER TRADE IN [redacted]" as copied directly from his invoice. I have included a copy for you to review. This is the same copy that was also e-mailed to Mr. [redacted].  ([redacted]) upon his purchase.What we received to our establishment was a piece of equipment that needed repairs far exceeding anything that made financial sense for us to deal with. We indeed did NOT "refuse" Mr. [redacted]'s package.  As you can see on the invoice included, we issued a second tracking number for his package to be returned to him. His equipment was thoroughly assessed by our trained technicians.  We even included a hand written explanation of why we did not want the unit as a trade in.We will not be issuing the requested $200 credit, as we did not keep his trade in. He received what he purchased, and in fact it was at a sale price. Normal price is $1995, and he paid $1895.We will not accept a Revdex.com downgrade simply because a customer demands it. There was no wrong doing on our part. If anything, I feel we were mislead as to the condition of the customers trade in.[redacted]CEO OxygenPlus Medical

I have reviewed the response offer 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 It had a 3 year warranty as stated on the invoice and when it starting having the same problem it was within a year....and if he did in fact send a replacement part WHY didn't Justin tell me that ..that replacement part was NEVER mentioned until after I filed this complaint.....None of what was stated in the response is accurate.....
Regards,
[redacted]

This unit was provided to a third party company, who then provided it to Mr. [redacted]. We are aware ofthe situation, and would be happy to replace it. We have been in contact with the third party companymultiple times, and provided them all necessary paperwork to exchange the unit. We are simply...

waitingfor the damaged unit to be returned, so we can replace it.OxygenPlus

We have replaced our customers faulty part free of charge even though it was out of warranty.  We will not take this unit back.  We will not offer a refund.  We have went above an beyond the warranty to repair this unit and feel no further action is required.

Review: I purchased a recondioned Sequal 10 lpm oxygen concentrator on 12/04/2014 for the use in lampworking. In March 2015 it stared to not work properly causing the flame to go out. After some back amd forth ( I live in [redacted]) over the phone with my husband and Justin it was determined the the timing motor need to be replaced. I received a replacement part in March. It worked fine until November when I starting having the same problem again... I notifed Justin and again after much back and forth with my husband's help and Justin over the phone..Justin didn't think it was the timing motor because it had just been replacement. Justin recommented that the module be replace at a cost of $550.00 said it wasn't under warranty however the invoice states that their is a 3 year warranty excluding electrical parts. I could also sent the part back and he would try to fix it for free. So I mailed him the part and he informed me that the part was fine.

I won't go thru the rest of which included telephone calls and emails....however the outcome was determined by Justin that the part that was replaced in March was bad and it would cost me $225.00.

I refused to pay ...during this time parts had been mailed back and forth wasn't comfortable paying for it because at no time did he have the entire machine and I think their is someting that is causing the motor to go bad if in fact thats the problem....I told he this but it fell on deaf ears......

the timeing motor was retured to me and I have pictures of what I sent and what was returned and their are not the same...wires totally different....I emailed Justin 2 days ago to express the fact that I feel he is not being honest with me. Have not heard back...

I asked for a partial refund due to the fact that within months of having the condenser the timing motor had to be replaced and prior to the end of year its bad again and he wants me to pay for it...it should still be under warranty.

I bought this machine after speaking to Justin several time..I brought this machine paid over $900.00 in good faith that he would stand behind his product...the other reason I purchased the machine from him... was that [redacted] sold his condensers as well..and I have made purchases from them and was more than satified with their product...so I sort of used them as a reference.

Now I would like total refund.Desired Settlement: Refund and Justin can have the machine back...its useless to me.

Business

Response:

Hello, we are in receipt of a complaint from Mrs. [redacted]. Her machine was repaired once underwarranty about a year ago. The part that was replaced has failed again, but is no longer under warrantyThe customer declined to purchase the repair parts needed. Instead of returning her bad parts, we senther a good used part out of our inventory. [redacted] tracking number [redacted]-Justin LaClairCEO

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. On 5/18/16...after I said that I was not going to pay for the part...Justin sent me a email that stated "OK. I will return your parts today". After that I sent ane email requesting a partial refund. I received no respond....On 5/25/16 I sent an email stating that I received back a different part than the one I sent and asking for a partial refund...I received NO RESPONSE ...againI was NEVER informed about that being an old part from his inventory???? Not sure ....what to believe....I still would like a patrtial refund and he can have the machine back.

Regards,

Business

Response:

We have replaced our customers faulty part free of charge even though it was out of warranty. We will not take this unit back. We will not offer a refund. We have went above an beyond the warranty to repair this unit and feel no further action is required.

Consumer

Response:

I have reviewed the response offer 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 It had a 3 year warranty as stated on the invoice and when it starting having the same problem it was within a year....and if he did in fact send a replacement part WHY didn't Justin tell me that ..that replacement part was NEVER mentioned until after I filed this complaint.....None of what was stated in the response is accurate.....

Regards,

I purchased my homefill unit last August. They ran an ad for over a month for 995.00 through DOTMED. Luckily I had copied the ads. As soon as I saved the money and drove up they said that was a misprint. I had over 1 ad/wk for 4 weeks showing the price. They ended up giving it to me. Now I am on vac in Pa. with the unit still under warranty and broken since 3/15. They sent 1 part,a used one that was the wrong one.I received an email on the 23rd. stating he should mail it tomrrow.

Order an oxygen concentrator for my grandmothers from OxygenPlus Medical systems. They were very nice on the phone and helped me through the process. They were very knowledgeable to what she needed. Even when we received it, I called them again with questions and they were able to help us. I don't write too many reviews, but when a company treats you well, I will tell other about it.

Review: I ordered an oxygen concentrator from this website in March of 2015. The product arrived about a week later and after I opened it I quickly realized the equipment was not working correctly. The malfunction light immediately lit up and indicated that it needed service immediately. I called the company and and was connected with a representative by the name of [redacted]. I notified him of the defects and he immediately became defensive of his product which was covered in dents, scuffs, broken pieces of plastic near the bottom, and smelled of a strong chemical of which I could not identify. He was extremely rude and at times sarcastic. [redacted] also began to try to insult me as well. After pressuring me to give it more time I decided that I was indeed being scammed by this company and brought the equipment to an nearby medical equipment supply company to be tested for proper oxygen output. I received a call back from them within 45 minutes to inform me that the oxygen output was less than advertised. I contacted oxygen plus medical and told them of the the result. The representative [redacted] told me he didn't believe me and insisted that if the test had been done it was not accurate. I was lucky enough to record the call having known ahead of time I was being scammed and will be happy to play such recording to any potential customer if they want to know if this company is legitimate. [redacted] said he would refund me but knowing I got scammed in the first place I didn't want risk returning the equipment and then the refund not being honored. Also I found out The FDA requires a prescription for oxygen unless it is being sold as something other than medical equipment. After asking if I needed a prescription to buy the oxygen for breathing purposes [redacted] told me I did not need one which should have raised a red flag. Of course I was naive and it let to me losing money on a broken product. If you need a reliable oxygen concentrator this is not the website to buy from. They prey on people who desperately need oxygen for medical reasonsDesired Settlement: Would like a full complementary refund or reduce Revdex.com rating to F for failure

Business

Response:

On 2-26-15 Mr. [redacted] contacted me in regards to an Oxygen machine. He said he had a 10LPM thatneeded replacing. I discussed the models I had to offer, and offered a similar machine to what he had,but it was only a 7LPM, and offered less flow. This machine was priced accordingly. He thought about itovernight, and placed his order the following day. I explained the reconditioning procedure on the usedequipment, and what the warranty covers.About a week later we received a call from Mr. [redacted]. He said he just unboxed his machine, turned iton, and it was alarming. He immediately requested to return it, which raised a concern. After askingwhat the machine was doing, I explained to him that it was 100% normal. This machine has a LowOxygen alarm on it, and it will beep for the first few minutes of operation, until the machine reachesmaximum oxygen purity. I urged him to at least try the machine, because I knew there was nothingwrong with it. During our phone call, all alarms turned off like they should, and the unit was workingfine. He claimed it wasn't putting out as much air. This is simply because he purchased a 7LPM, and hewas used to a 10LPM.A day or so later, we received yet another phone call from Mr. [redacted]. He now claimed that he droveto a facility to have the machine tested. They claim "The machine isn't putting out enough air". This isvery non-descript. If the purity was too low, the machine would alarm. If it wasn't putting out enoughvolume, the machine would also alarm. Everything is computerized and passes through sensors. Theslightest variation in operation will cause the machine to alarm. This is why I did not believe any of theclaims.It became apparent to me that Mr. [redacted] was searching for a reason to return the machine. I saidthat I have bigger machines that I could try to exchange, but at that point I felt that nothing I had wouldmake him happy!I explained our return policy over the phone. I also sent him an email stating the return policy, and whathis refund would be, minus a restock fee. He replied stating that he did not trust that l would give hisrefund, and he would keep the machine. I have included a copy of the email. We delivered exactly whathe offered, in a timely fashion. As far as cosmetic blemishes: it is to be expected. These machines arenot new. If a unit is too severely damaged, we do not sell it. However some cosmetic damage should beexpected. It will not harm the function or warranty of the unit.As far as secretly recording telephone conversations in Massachusetts, please refer to Mass. Gen. Lawsch. 272, 99.This is illegal unless both parties consent to being recorded. We were not informed of anyrecording.As always, our machines always carry a warranty. We have not heard back from Mr. [redacted] about hismachine not working. We can only assume that it worked fine all along, or else it would be back in forrepair.[redacted]CE OxygenPlus

Consumer

Response:

I have reviewed the response offer 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.

This guy likes to sweet talk. The fact is That the machine DID NOT put out the advertised amount of LPM and the product looked like it was thrown off mount everest and some how survived..WANT TO GET SCAMMED? call oxygen plus medical. They will sell you a piece of garbage and then fight with you after you decide the product is poo. the return policy is not real..dont get scammed twice. Just keep and pretend your getting oxygen..its better than losing twice. Watch how nice [redacted] is to you when your buying and how Rude he is when your dissatisfied. Please contact me for the recording of [redacted]. do I care if its against the law To record him? No. Id rather die than let him take another victim Regards,

Review: Brought a oxygen concentrator back in July 2015. After receiving unit, we had an independent company come and inspect unit, by the state medical dept. And it was found that it only produced only 62% oxygen output. And can not be used in an emergency. I notified the company immediately to discuss a replacement, and was told one would be sent out in exchange for this one. I've called several times to be told the same thing, that one will be sent out, for replacement. Now its 4 months later and no replacement. I will not buy any products from there ever again. All I wanted was a working replacement for my patients use, that's all.Desired Settlement: I just would like to have a replacement unit in working condition, we paid using a credit card, that is no longer active. So a reversal is harder to pursue at this time.

Business

Response:

This unit was provided to a third party company, who then provided it to Mr. [redacted]. We are aware ofthe situation, and would be happy to replace it. We have been in contact with the third party companymultiple times, and provided them all necessary paperwork to exchange the unit. We are simply waitingfor the damaged unit to be returned, so we can replace it.OxygenPlus

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved. I was told that before a unit would be sent out, and the old one was to be placed in the box for pick-up by [redacted]. As long as this is done quickly, I have no problem with that condition. I need it as of yesterday, I'm still borrowing one that I have to return to our sister clinic soon, that leaves me short. We have 20 stations and two are not enough for daily use, this is why I had to borrow one. I will be patient a little longer, but this has been so many months already.

Regards,

Consumer

Response:

I have reviewed the response offer 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.

I have been told that there would be a replacement coming and nothing ever came. I will never do business with this company ever again. They have given us the run around, this is the second time I have to complain about the same issue.

Regards,

Business

Response:

Our original response stands. This unit was provided to a third party company, who then provided it to Mr. [redacted]. We are aware ofthe situation, and would be happy to replace it. We have been in contact with the third party companymultiple times, and provided them all necessary paperwork to exchange the unit. We are simply waitingfor the damaged unit to be returned, so we can replace it.Mr. [redacted] is not our customer, the business he purchased the equipment from is our customer. OxygenPlus

Review: There are many complaints I could have picked to file regarding this company, however, I feel the most important one is the behavior by the customer service personnel ([redacted]). I ordered an oxygen concentrator for my father on 12/29/14 and was told that the item would ship on 12/30/14 (with an approximate delivery of 2 days). I received a paid invoice for this item on 12/30/14 showing the same ship date. I left a message for [redacted] on 12/30/14 asking to call me with a tracking number. I never received a return telephone call. I waited until January 2nd and called again and was told by [redacted] he was gone for the day and he would email his customer for a tracking number. I called [redacted] again on Monday around 12:15 and he said he would call me back with a tracking number. I waited until 4:30 to call him back and when he answered he pretended to not be him but said he was [redacted] and was on the phone right then with his customer to get tracking information and to call him back in 5 mins. I called back 10 mins later and he finally admitted that the concentrator had not shipped and he didn't have a tracking number. I told him I would call him back the next day by 10:00am for a tracking number and at that point he proceeded to curse at me and said he would cancel my order. He really showed himself when the ** word came out of his mouth. Very unprofessional and rude! He said he would refund the credit card sometime this week. From the history of his communication I don't believe him and am filing a formal complaint, not only for his behavior but also for his business practices. I would never charge someone's credit card ($2495.00) before I knew the product shipped. That is bad business practice in my opinion.Desired Settlement: I would like the credit card refunded with in 24 hours so that we can order my father another oxygen conentrator in a timely manner since he needs it.

Business

Response:

We received an urgent order from a previous customer of ours [redacted] on New years Eve fora piece of equipment. We expressed to our customer that this unit is not in stock and has to be dropshipped from the manufacturer in [redacted]). We also expressed that due to the holiday, wewould do everything we could to expedite this order, but obviously there are no guarantees of when itwould ship. According to conversations with our sales rep, the tentative ship date was in fact 12-13-14.Before we ever place a special order for a customer, we require pre-payment for the goods and/orservices, just as many companies do. This is not bad business practice, it is SMART business practice.Once the order was placed, we had closed for the holiday, and did not return until Monday morning,January 5th 2015. While we were closed, I was fielding phone calls on January 1st through 4th on mycellular phone. During this time, Mr. [redacted]'s daughter [redacted] called me right about 5pm ESTon January 2nd for a tracking update. Since she was not our customer (It was ordered under [redacted]) I did not have much information for her. She was pretty rude and abrupt with me and wanteda tracking number. [redacted] was still closed for the New Year, but she pressed on for a trackingnumber. The best I could do was to email my representative about 5:20PM that day requesting thetracking. I never did hear back, which is understandable. They were still closed for the Holiday.We contacted the salesman Monday the 5th, only to find out that the unit was on backorder becausethey had a large holiday rush. We pressed him for expedited shipping, and they agreed to ship it onJanuary 6th, for delivery on January 7th at no additional cost. The customer declined this option. with theorder being placed so late in the day, on the eve of a long holiday vacation, there was no way we couldcommunicate with anyone for an update on the order. Our sales team felt we were being hassled by[redacted] who simply could not understand why we could not update her order until the companyreopened.Since I was not in the office during the alleged mean phone call, I have no comment on [redacted]s conduct,although l feel it is HIGHLY unlikely he acted like that unless the customer initiated the rudeness.At the customers request, we promptly refund all the money for their order on January 5th so they couldorder their product elsewhere. I hope they found a company they like working with, because I no longerwish to service them due to the abusive nature of their communications. I have enclosed copies of theinvoice and credit memo.[redacted]CEO OXYGENPLUS MEDICAL SYSTEMS IN

Consumer

Response:

I have reviewed the response offer 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.

[redacted] has his facts wrong. I placed this order on Monday December 29th, not my father. I received a paid invoice on 12/30/14 showing a ship date of 12/30/14. When I placed the order I asked [redacted] to please email or call me with the tracking number so we could watch for the product. I explained to him that the dogs in the neighborhood have a reputation of taking things off porches and tearing them up. He never mentioned this item was on back order or that he was closing for the holidays. I waited until January 2nd to contact [redacted] about a tracking number. I did talk to [redacted] that time and he said he would email his customer asking for a tracking number. I assume he did, I got a copy of an email addressed to me, not his customer, asking for a tracking number.When I hadn't heard from anyone, I contacted [redacted] again on Monday January 5th around noon. He said he would call his customer and would call me back within 10 minutes with a tracking number. I never heard from his so around 4:30 I called again. [redacted] said he was doing all he could to get a tracking number and I told him I would call him back at 10 am the next day for the tracking number. He got very ugly with me and I told him I was filing a complaint with the Revdex.com and then he got very upset and starting cursing at me and as I stated in my original complaint he said **. Very unprofessional, rude and disrespectful.I was never rude to him. I simply insisted that it had been a week since I ordered this product for my father and had no response as to when it had shipped, or was shipping. I wasn't the one who cancelled the order. [redacted] said he was cancelling it and I agreed. When I told him I wanted a refund ASAP so we could order my father another concentrator he said "I will refund it sometime this week". We did order a concentrator from another company and had it in one day. And also, I was told that by law this company needed an RX from my father's doctor since this oxygen concentrator was considered a drug. [redacted] never obtained an RX from my father's doctor for this order, nor the previous order when my father drove to the company, 4 hours away, to pick up the 1st oxygen concentrator.ss This company really needs to be investigated for its business practices and unprofessionalism. I work in customer service, I know how to treat customers and if I were to speak to a customer the way [redacted] spoke to me, I would be job hunting. I will do whatever I need to do to get the word out about this company and their rudeness, business practices, etc.Thank you for your time and attention to this very serious matter. Businesses like this need to exposed.

Regards,