OxygenPlus Medical Systems, Inc.

Review: False and misleading statements regarding the trade-in value and conditions for a [redacted] Oxygen concentrator towards the purchase of a refurbished [redacted] oxygen concentrator. Was initially told that trade-in value would be between $200 to $300 dollars. Based on this, I ordered the [redacted] concentrator and sent the [redacted] to OxygenPlus. After receiving the [redacted] and being billed for the unit, OxygenPlus refused the [redacted] trade-in unit and sent it back. I would have NEVER purchased the [redacted] from OxygenPlus without the trade-in condition.Desired Settlement: $200 credit card credit or Revdex.com downgrade from A+ rating

Business

Response:

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

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.

During my initial discussion with OxygenPlus, I indicated that the [redacted] unit was in good condition except that there was an alarm condition on the unit. With regards to the [redacted],shipping was not free but cost an extra $45.00. The statement that the unit was on sale is ridiculous! It is a refurbished unit and I PAID FULL PRICE. A brand new [redacted] unit can be purchased for $1995 including shipping on the internet. Again, the only reason I purchased the unit from OxygenPlus was due to the trade in. This business stretches the truth to fit their needs and exhibits a total lack of communication skills with their customers.

Regards,

Review: I Called to purchase just an [redacted] Homefill Oxygen Compressor for $995. The salesman said the compressor would only work with the matching concentrator and I would have to buy the the whole package for $2395 which I did along with an extra oxygen tank for a total of $2594.95. When I recieved the package I found that the compressor worked just fine with the oxygen concentrator I already had. In addition to spending $1500 more than I wanted to spend, the oxygen bottle regulators do not put out the amount of oxygen I need. The whole system will not work for me. I called to arrange to return for refund and was told then that they do not have a return ploicy and they would look into finding bottles and regulators that would work for me. When they did not call me back I called them. When I said who I was they hung up on me and when I called again several times no one would answer the phone. I don't think anyone in the medical supply business should be up selling to people who are probably having a tuff time with medical expences already.Desired Settlement: I would settle for an exchange for a different brand compressor.

Business

Response:

ln regards to ID# [redacted]. Our customer wanted to purchase an oxygen system

used to fill oxygen tanks in his own home. lt is made by [redacted]. The parts are

not supposed to be interchangeable with other manufacturers equipment. Mr.

[redacted] originally called and stated the oxygen tanks were not lasting long enough,

and he wanted to return everything. This is when we told him to review our

return policy. We do not offer refunds, or trial periods. We did offer to help him

find the correct oxygen tanks that would provide the oxygen he needed. We have

done this, and it has been shipped via UPS tracking [redacted].

Now he is stating that he wants to use his [redacted] Compressor with a [redacted] machine. Again, this is not supposed to be interchangeable as per [redacted]s

technical training manual. This is why we stated that he can not use just the

compressor with his [redacted] machine, and needed the complete [redacted]

package in order to retain the equipments warranty from our company.

As far as hanging up on our customer...l find this extremely hard to believe. I

spoke to Mr. [redacted] myself and the amicable resolution was to get him another

oxygen bottle. He should have it by now.

This issue was corrected before the Revdex.com complaint was ever filed.

Justin LaClair

CEO Oxygen Plus Medical

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.

We did come to a resolution that that satisfied my oxygen needs but only after it was clear that they would not consider any other solution. It was not clear to me when the order was made that there was no return policy and they should have made sure I was getting what I needed before finalizing the sale. I found that the compressor will work with a different brand oxygen concentrator which would have saved me some money and I was told that it was my option to say no when I was told it would only work with the matching compressor. That is true but I was trusting their recommendation.

Now he is stating that he wants to use his [redacted] Compressor with a [redacted]

machine. Again, this is not supposed to be interchangeable as per [redacted]s

technical training manual. This is why we stated that he can not use just the

compressor with his [redacted] machine, and needed the complete [redacted]

package in order to retain the equipments warranty from our company.

I stated from the beginning that I had my own concentrator and I only wanted to purchase the compressor, not after the fact. I found that the compressor worked fine with my concentrator. If they would have taken back the concentrator, as I originally wanted only the compressor, I would have been happier.

As far as hanging up on our customer...l find this extremely hard to believe. I

spoke to Mr. [redacted] myself and the amicable resolution was to get him another

oxygen bottle. He should have it by now.

The phone went quite during a conversation and was never answered the rest of the day and I called repeatedly. My phone was working fine.

This issue was corrected before the Revdex.com complaint was ever filed.

I filed a complaint Nov 27. A resolution was not made until Dec, 2.