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Business Profile

Sleep Apnea

Lofta

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sleep Apnea.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    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,

    Princess Black

     

    Business Response

    Date: 08/15/2024

    Hello Ms. *********************************** does not typically refund orders when requested 6 months later.  In reviewing the notes on your order, I see the ***** delivery confirmation that shows a photo of the delivery on your front porch on January 9, 2024. Lofta does not take responsibility if the package is stolen once delivered. That said, I will make a one-time exception and will refund the order. 

    Thank you,

    *****

     

  • Initial Complaint

    Date:07/24/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Lofta diagnosed me with sleep apnea, a conclusion I initially believed. However, upon reviewing the results, it turns out I do not have sleep apnea. This discrepancy has led to a frustrating situation: they expect me to keep the equipment and refuse to offer a refund. Instead, they propose a credit, which is useless to me since I don't have sleep apnea and therefore have no need for their products. I am seeking a resolution that acknowledges their error and allows me to return the equipment for a full refund. This situation underscores the importance of accurate diagnosis and fair customer service practices.

    Business Response

    Date: 07/24/2024

    Hello,

    I spoke with ***** and offered to allow return to the original payment method. We do make exceptions when asked.

    Thank you,

    *************************

  • Initial Complaint

    Date:05/10/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a CPAP machine from Lofta. Their website information about the product failed to disclose that in order to provide my doctor a 90 day compliance report for my DOT physical, the doctor would have to a proprietary application and directly contact the manufacturer to get the report. All other popular CPAP machines have the ability to immediately generate the required report and to ***** it directly from your phone to the doctor's ***** address at the time of the physical. No one subject to DOT or FAA or any other government required medical exam and using CPAP therapy would order a device like the Air Sense mini, knowing that it would require additional steps, effort, time and hassle. if Lofta had disclosed this issue on their website I would have never ordered it. The fact that they agreed to take back a used device indicates that they know that this is a problem, there are numerous posts regarding this issue on the internet. so, they refunded my money, but kept a $210.00 "restocking fee". They know that they are deceiving people by omitting this critical information and even if they refund some of the money, they still profit off of this deception by omission. I want my $210.00 returned.

    Business Response

    Date: 06/14/2024

    Please see attached. 

  • Initial Complaint

    Date:10/20/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:08/17/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    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,

    *************************

     
    y. I only want a refund because i am not sure theyre honest.

    Business Response

    Date: 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,

    ***************************

  • Initial Complaint

    Date:08/11/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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,
    ***************************

Lofta is NOT a BBB Accredited Business.

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