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Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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Company refuses to honor a five year warranty as stated in the equipment manual,says only will warrant for one year.
Friday, August 11, 2017
***
In January 2016 my Doctor prescribed a Nebulizer to treat my COPD (Chronic obstructive pulmonary disease).
The Rite-Neb 4 Nebulizer Compressor equipment was provided by Hook's Oxygen & Medical Equipment, Div of Rotech Healthcare, 5201 Park Emerson Dr., Indianapolis, IN 46203. I assume this was billed to Medicare (I didn't pay anything for it).
Approximately one and one half year later on July 31, 2017 my Nebulizer stopped working.
I called Hook's Oxygen & Medical Equipment, notified them and Hook's said my Nebulizer was only in warranty for One year and a new one would cost me $62, I ordered one and paid $62.
After talking to Hook's I found my manual for the Rite-Neb 4 Nebulizer Compressor and found it stated that the equipment was warranted for Five years. My manual also stated "For warranty service, please have your dealer contact Probasics during normal business hours. Upon receiving notice of an alleged defect in a product, Probasics will issue a serialized return authorization."
I called Hook's back and pointed out to them that the manufacture stated the warranty on this equipment was Five years. Hook's again said they only warranted the equipment for One year and I could call the manufacture.
I called the manufacture/distributer, ProBasics, 15 S. Main Street, Marlboro, NJ 07746, they said the unit was in fact warranted for Five years and Hook's should call them.
I called Hook's back, told them the manufacture stated the Nebulizer was in fact warranted for Five years and suggested Hook's contact them. Hook's stated again that they only warranted the equipment for One year, and they were kind of vague on whether they would or wouldn't call ProBasics.
I paid the $62 and haven't heard from Hook's since.
Can Hook's Oxygen & Medical Equipment arbitrarily announce that they will only honor a five year warranty for one year?
Business to honor five year warranty as stated in manual for equipment and refund my $62.
August 28, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena C
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 08/16/2017.
Consumer's Original Complaint:
Company refuses to honor a five year warranty as stated in the equipment manual, says only will warrant for one year. Friday, August 11, 2017 Harvey M ***. In January 2016 my Doctor prescribed a Nebulizer to treat my COPD (Chronic obstructive pulmonary disease). The Rite-Neb 4 Nebulizer Compressor equipment was provided by Hook's Oxygen & Medical Equipment, Div of Rotech Healthcare, 5201 Park Emerson Dr., Indianapolis, IN 46203. I assume this was billed to Medicare (I didn't pay anything for it). Approximately one and one half year later on July 31, 2017 my Nebulizer stopped working. I called Hook's Oxygen & Medical Equipment, notified them and Hook's said my Nebulizer was only in warranty for One year and a new one would cost me $62, I ordered one and paid $62. After talking to Hook's I found my manual for the Rite-Neb 4 Nebulizer Compressor and found it stated that the equipment was warranted for Five years. My manual also stated "For warranty service, please have your dealer contact Probasics during normal business hours. Upon receiving notice of an alleged defect in a product, Probasics will issue a serialized return authorization." I called Hook's back and pointed out to them that the manufacture stated the warranty on this equipment was Five years. Hook's again said they only warranted the equipment for One year and I could call the manufacture. I called the manufacture/distributer, ProBasics, 15 S. Main Street, Marlboro, NJ 07746, they said the unit was in fact warranted for Five years and Hook's should call them. I called Hook's back, told them the manufacture stated the Nebulizer was in fact warranted for Five years and suggested Hook's contact them. Hook's stated again that they only warranted the equipment for One year, and they were kind of vague on whether they would or wouldn't call ProBasics.
I paid the $62 and haven't heard from Hook's since. Can Hook's Oxygen & Medical Equipment arbitrarily announce that they will only honor a five year warranty for one year?
Consumer's Desired Resolution:
Business to honor five year warranty as stated in manual for equipment and refund my $62.
Rotech's Response:
Rotech has reviewed this matter and determined that Mr. should not have been billed for a replacement device as it was still under warranty. We have re-educated our local office personnel to prevent this issue going forward and are issuing a refund to Mr. for $62.00. We apologize for any inconvenience this issue may have caused Mr.. Please let us know if you have additional questions related to this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company looking into this matter
For over a year I have been having billing issues with this company. Each time they assure me it was an oversight in accounting and we were straight. A few months later I received a new bill. the last one I received I went to the local office and sat with an account rep. she called the accounting office and I was assured that if I paid the bill (2nd one) that all would be square. Now I have received another bill. When does this end? Appears they can't get out of their on way. Sorry I got mixed up with with this company. I sure won't make this mistake again and I will try to convince my associates to not make the same mistake.