ComplaintsforLofta

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Lofta informed me 4 years later that I was provided with a less quality product for my condition. I have written proof from one of their employees so there is no denying this. They provided inadequate customer service with my **** malfunction and still cannot figure out whats wrong. They charged me for a replacement mask that was not even the cause of the malfunction. They promised to refund their error but have not done so. They refuse to take responsibility for making these mistakes. Since Im without a working ****, Im sick and continue experiencing breathing issues. They tried to sell me the same exact machine for $1,000 knowing full well the product (a traveling ****) does not compare to a home unit. This was my first experience with a **** machine and I thought they were the experts. Lofta played Russian Roulette with my condition, which is fatal if not properly treated. I dont want this to happen to anyone again. Their solution: expressing their extensive experience by send replacement parts for the **** without knowing whats wrong AND after I told them of an error message that shuts my machine off. Lofta, you owe me a home unit system that you shouldve provided me in the first place, a refund for the face mask, and a professional courtesy. Act like Im a person, not a number.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased at home sleep apnea test on 7/14/22 for $189 plus $60 overnight shipping. A consultation was then needed to have product sent and was provided on 8/4. Shipping confirmation received 8/5 however label was voided and a second shipping confirmation was received later that day however nothing shipped and I was able to reach out to them and they again reissued shipping on 8/6. Despite my paying the cost of next day shipping the delivery was only received on 8/8. Test was taken that evening and uploaded next day with device indicating all information needed was recorded. The following week after more than sufficient time had passed I contacted the company for results and after shuffling around to find an answer they tell a retest is needed. I accepted and asked for expedited shipping according to my receipt. ***** says does not see payment for next day so i sent my copy of the receipt and he then said okat we will ship next day but did not actually do so as the method was second day. I only want a refund because i am not sure theyre honest.

  Business response

  08/25/2022

  Dear ******************,
  
  I apologize for the frustration you have incurred as a result of your sleep test order. You purchased your sleep test from Sleepapnea.org and they forward their orders to Lofta for fulfillment. Unfortunately, the expedited shipping you ordered did not pass through to the Lofta order.  I have requested that Sleepapnea.org refund your entire order including the $60 shipping even though we have not received the returned test back from you.  We are an honest company that processes over **** sleep tests per month. Again, I apologize that you had poor experience with the process. Please feel free to contact me directly at ************ or ************************************ if you have any questions or would like to discuss further.
  
  Sincerely,
  
  ***************************

  Customer response

  08/25/2022

  
  Better Business Bureau:
  
  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,
  
  *************************
  
   
  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did the sleep study, got my results and Lofta put together a cpap package that cost about $1270 for me. I paid for the overnight shipping ($60) on Monday 8/8/21. I did not get any correspondence after that. On Tuesday night when the device did not arrive, I contacted Lofta inquiring. I did not get a response. I finally managed to get to someons today Thursday 8/11/21 and he told me he has no idea why the product has not even been shipped. This is extremely disappointing as a prior to making my purchase they had been quite responsive. This company touts the importance of treating sleep apnea urgently and has failed at the first step.

  Business response

  08/11/2022

  **************,
  
  I apologize for the delay with your order. There was an error on our part and apologize.  Your order was shipped today and we also refunded your overnight shipping charge of $60 this morning. You should have received a email notice of the refund and a shipping notification email.  I tried to call you but the call could not go through to the number you provided. It is not like Lofta to not respond to an email or voicemail.  Can you tell me how contacted Lofta on Tuesday when you did get a response? I would like the opportunity to correct this if a Lofta team member did not respond.  Please contact me at ************ or ************************************.
  Again, I very sorry your order was delayed by 2 days.
  
  Sincerely,
  ***************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order for the sleep study kit on 7/7/2022 and payed the $40 for 2 day shipping. I received the order on 7/13/2022. I ordered my bipap ( which they have in stock) on 7/18/2022 and was told it would be here the 21st or 22nd. Now they are telling me it will be here from 7/25/2022 - 7/30/2022. Extremely frustrated with the company especially when spending over **** on a machine that I need. So I went to put a negative review on their website and it appears there isnt a way to do so, which makes sense how they have a 4.7 rating on their site but a 1 with the BBB. The customer service is fantastic and they make it so simple, if they could just get their shipping figured out theyd have 5 star ratings across the board.

  Business response

  07/25/2022

  Delivery Complaint
  
  Hello *****,
  
  I left a message for you on Friday and would like to talk live to see how we can make this right for you.  I am very sorry that you feel we let you down with the delivery of the Lofta products. I am also sorry that you feel that you are not able to leave a 1-star review.  We have 40 1-star reviews on our site (we do review all reviews that are 2-star and below to verify authenticity).  We also have 1-star reviews on ******** and ******** we are not perfect.
  
  After reviewing your orders, it looks like your sleep test was delivered within 2 days from completing your telemedicine call. The call with the doctor is required prior to Lofta shipping the test.
  
  Regarding your device order, we shipped the same as your order was placed and unfortunately *** had mechanical breakdown causing the delay of your delivery by one business day. We try very hard to ship orders the same day as they are ordered (before 1:00 PM PST). Once your package leaves Lofta, we do not have any control over the shipping times with *** and ***** Weather, mechanical break downs do occasionally cause delays.
  
  According to ***, you received your CPAP device today. Please contact me directly if you have any questions or concerns.
  
  Sincerely,
  
  ***************************
  VP Sales and Operations
  ************

  Customer response

  07/25/2022

  
  Better Business Bureau:
  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I had ordered a sleep study kit from Lofta located in La Jolla, **. It arrived on December 14, 2021. The following day on December 15, 2021 I took the sleep study using the supplied equipment. According to documentation on the website, the app, and the emailed documents I received, the test results would be emailed in two or three days after the study completion. So far I have not received any communication from Lofta regarding the study. I feel that they have not delivered on their promises and would like a refund for the full amount I paid for the study materials. The amount I paid was $229.Thank you

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The order was placed on June 12 and the product arrived after July 26, it came in broken and the machine isn't working properly, On August 3, I asked them for a refund and return. Their 30-day return window is a scam as well as the reviews, I wish I had seen the complaints on BBB's website, as the 4.9 ratings on their site are also a lie. There is no possibility of return only store credit even with the faulty products. Why would I need a store credit when I know their products are faulty? Why would I buy anything from them. Additionally, the machine, ResMed AirSense 10 AutoSet CPAP Machine with HumidAir x 1 doesn't come with a mask, which is an additional $250 to buy and is also non-refundable. Please don't accept their rating on their website it is a scam and lie. They are scamming people with faulty products, their own ************** has scathing reviews against their products and abysmal customer service.

  Business response

  08/04/2021

  I have resolved this issue with the customer and she has agreed to remove the complaint.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩