ComplaintsforAmerican Medical Sales & Rentals

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have COPD and we purchased this concentrator so I can have some mobility outside of the home. This purchase was made on 5/27/23 From the very beginning it was not reading the battery life on screen. So, they did replace the unit, but it was used, and it doesn't work hardly at all. we then contacted American Express, and they tried to help and said we may contact BBB or take it too small claims court. this company has witted out the warranty and we have the original to prove it. they claimed only 6 weeks. They have lied about so much they are pathetic. They even provide me with a fake doctor prescription too get this. They also claim to call us, and that's not true. I'm homebound until I get a new machine. Time is passing me, and I don't think this company should be in business. All we want is a new factory packed machine and they told me "That's not going to happen" I really don't want anything to do with them anymore, I prefer a cash refund like we give to them. We are going to buy a new machine in a week. Please help. I'm 71 and don't know how to upload documents. I can fax or mail to you, thanks. *****

  

  Business response

  01/11/2024

  *************************** did purchase a new CAIRE Freestyle Comfort Oxygen Concentrator on 5/31/2023.  On June 30, 2023 we shipped her a brand new replacement unit as she stated that neither of her batteries show the percentage on the display screen.  The replacement unit was new not used.  When her original unit (claimed defective) arrived back to AMSR, it was tested and found to not have anything wrong with it.  We record all of our calls and have a record of all calls made.  Our customer service representative reached out and talked to ***** yesterday (1/11/2024) and explained that the second unit sent to her was new. We have explained our return policy which is full refund within 7 days of receipt of unit, refund less 25% restock fee within days **** of receipt of unit and after 14 days, there is no refund. The units are sold with a 3-year manufacturers repair warranty.  We have introduced our buyback program.  At this point in time, ***** has submitted 2 chargebacks on this order with American Express.  The first one has been resolved in AMSR favor. The second one is still pending.  We cannot move forward with any action until the second chargeback is resolved. 
  
  

  Customer response

  01/15/2024

  The nature of my complaint is a purchase that was made 5/26/23 after having the machine for a few weeks we discovered the machine did not tell a percentage of the battery life. Our first complain was the first week of June. We spoke to the seller of this machine (****) that there was an issue with screen of the machine. I had no complaints with the machine it worked great, the only issue was I need to know the percentage when leaving my home. They stated that they would buy it back for $750. Why would we do that, we just paid $4100. for the machine we weren't looking for a buy back. We made the purchase so I could step out without worry. We had purchased this with a 3-year warranty on the machine and a 1-year warranty on the batteries, we purchased a second battery for safety. We did receive a replacement in June of 23, It was clearly used but I wasn't to worry about it if worked correctly. Soon I found out that the level 1-3 didn't work all of the time, so we made contact with American Medical and over the phone we did many reboots and resetting the machine. At that time, it matters. At that time, I was upset every day and losing any outdoor freedom that I had. At that time American Medical said they called several times, and they couldn't get through, that once again is a very untrue bold statement. They just called me, and I spoke to a female represented and she told me that maybe I should see a doctor and that this machine may not be good for me, I told her that their doctor call me and I didn't know him or anything about him. He called and asked me about 2 questions, and he wrote a prescription for the machine. I told her it was their doctor that approved me for the machine. I would like to see a document and who his credentials. I also just went for an oxygen assessment and the professional said the machine was not good. We then asked for a new factory packed machine. We then expressed to an American Medical clerk named **** and he said "THATS NOT GOING TO HAPPEN" he was very rude and made a lot of negative remarks about this. We paid cash for this machine in the amount of $4100 thru American Express and we asked them for help, and they did, but too much time had passed and after they are a financial institute. They sent me a copy of the paperwork from AMed. I went through each page and discovered that their paperwork had white used on the warranty, my paperwork clearly shows the 3-year warranty. it's easy to see because their columns were left justified and the line for warranty was taken out. The order # for this is S0210970 placed on 5/27/23 Serial # *************. The second Serial # on the used machine ************* with on documentation. I would still like to get a new machine with new paperwork that we still have a three-year warranty, if not I will accept a refund in the amount of $4100.00. I also have the paper work that shows the witted out adjustments.  My complaint # ********  

  Customer response

  01/23/2024

  Nature of complain is a portable concentrator

  Date problem occurred approximately June of 2023

  Dates of complaint, many from June until current date

  Purchased on May of 2023

  Sales persons name was *****

  Product returned and replaced about June 30th

  Model Number is a free style comfort AS200-101

  Account # ******

  Cash sale ******** or ******** (paper work is very hard to read

   

  

  Business response

  02/02/2024

  The chargebacks submitted have been resolved.  We have reached out to ******************************* today (2/2).  She spoke with *******************************, AMSR **************** Manager and she has agreed to a return less a 25% restock fee.  We are awaiting receipt of the unit and will process refund upon receipt and inspection.  Thank you!

  Customer response

  02/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a replacement car charger cord for an oxygen concentrator on Friday November 17, 2023. On Sunday November 19th I found the original cord and no longer needed the replacement. On Monday November 20th I contacted the representative from the company ************ and let him know what happened and he said to call back when I received the package and he would email a return label. I finally received the package on Tuesday November 28th and called **** again everyday and have left several messages and he said again he would have the return label emailed to my ************************* email address. I called the customer service number today December 2nd and asked to be with a supervisor to no avail.

  Customer response

  12/12/2023

  They are issuing a partial refund of $105.00 and not the full $120.00 refund.

  The package was returned unopened and within the return policy guidelines 

  Customer response

  12/12/2023

  Issue has been resolved.  Refund was issued

  

  Business response

  12/12/2023

  the customer was refunded in full on 12/11/2023.

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Inogen at home concentrator on 1-16-23. The first unit was defective out of the box and after much confusion it was replaced 30 days later. I require oxygen 24/7 and my prescription is for setting number 2. The replacement unit is so loud I can't sleep with it running., American Medical Sales website states the concentrator very quiet and is 40 decibels at setting number 2. The manufacture specifications are 40 decibels at setting number two. I measured it at 62 decibels at setting number two. I returned it for their testing, at first they said they did not have a decibel meter and said their office staff put it by a desk and listened to it for several hours. They said it wasn't too loud. After I complained again they miraculously found a decibel meter. I had asked for a video of their testing and they sent a 267 kb size video showing showing 61 decibels at setting 6 and declared it was within specification. I had asked it be tested at setting number 2, as per specifications, and complained the popping noise the machine made caused it to be at ***** decibels regardless of the number setting. The manufacture stated to me it should not make a popping noise. They agreed to test it at setting number 2. After a week and a two more inquiries from me they now stated their meter won't measure below 44 decibels, but regardless, they declared the machine is in specifications. They refused to send a second video confirming their diagnoses, because it was "far too large of a file to send via email or text.", although their first video emailed to me erroneously testing at setting number 6 was only 267 kb in size. They have been less than candid and refuse to warranty this machine, replace it, or refund my money. I have attached my email chain verifying all facts I have stated.

  Customer response

  06/15/2023

  Complaint ID:  ******** has been resolved to my satisfaction.

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought what I was told by the salesman was the same as a BiPAP machine...When it came I tried everything to get it to work but no matter where I set the controls it blew to much air...I called the salesman and he E-mailed me several suggestions that didn't work...Finely they gave me a replacement machine that did the same thing... It was then I started doing my own research on the net and found out from the company that they had sold me the WRONG machine...I took it to my wifes lung specialist and they said the same thing...it was a CPAP machine and could not be programed or modified to be a BIPAP machine...Because I was over there time limit to return it at first they didn't want to take it back or return my money but then decided to take it back if I paid 25% restocking fee... I paid ****** for something my wife can't use and I can't sell... It was NOT my mistake that I was sold the wrong Machine and the least can do is give me all my money back...

  

  Business response

  03/30/2023

  American Medical has left a voicemail for ***************** and are awaiting a response from him.  We have reached out to him to setup a return for a full refund.  

  Customer response

  03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************** Yes the resolution is satisfactory to me....I am awaiting completion of the deal..  Thank you

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a portable oxygen machine and went with Care Credit so I could get a year to pay it off with no interest. I got the **** and now I am paying interest on it every month.

  Customer response

  07/13/2022

  Its against ******************.  ****

  

  Business response

  07/14/2022

  We spoke with **** on both July 6 and July 7 and explained to her that we do not offer a 1 year interest free option. She stated she wanted to keep her payments as they are.  thank you,

   

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

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

  Customer response

  07/14/2022

   
  Complaint: 17522813
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Berner   I talked to Care Credit and they told me that the business is the one that controls the payments and the interest rates. I was not given an option of six months or one year interest free. I feel they took advantage of me because they wanted to sell their equipment and never offered me anything. I have Care Credit for a lot of things and I always get one year interest free. I would not have bought from them if I knew how they operate. ****

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted by this American Standard *************************** to provide office notes for a patient. The patient has paid $2700 for equipment that has not been ordered by a physician through this company. There was no release of information, and no request for an order. Sales representative, *** said he does not need an order, just a note saying the patient is using oxygen. This does not meet *** requirements.

  

  Business response

  06/01/2022

  We are an out-of-pocket provider of oxygen concentrators.   As such, we are required to follow *** rules and we do require a prescription be on file before we ship a concentrator.   Because we do not accept insurance of any kind ********* included), we are not required to have doctors orders.     Our representative was reaching out to this physician on behalf of the patient to request a prescription and in-correctly used the term note.   We are coaching our employee on proper terminology.
  
  This particular customer did not ultimately purchase any equipment from us.  We apologize for any confusion this may have caused and strive to have a well-trained team.    Please contact me directly at ************************************ if there are any further questions or you need more information.   

• Initial Complaint

  07/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased an item from this business based solely on the Reccomendation of the sales person I was talking to on the phone. After explaining my situation and experience with the device in the past, the sales person told me a specific model thay had would work for me. Once I received the device and exaiming the item I realized the item was complete over kill and way to large for my situation. I have since tride phone calls and emails trying to obtain a RAN from then and still have no resolution. They are simply stalling and draging their feet so to speak. The item was purchased 7/15/2021. emails that I have written are returned with a generic statement of which I refrain to as lip service. Phone calls are always a voice mail, and under the rare moment I do catch a real person, its always that paticular sales person is unavailable and will call me back.

  

  Business response

  07/22/2021

  We left a voicemail for Mr ******* on 7/20/21.  Today 7/22/2021, we have been in contact with him and have set him up with a shipping label to send his unit in for a refund.  Once the unit is received here, we will refund his payment for this order.  

  Customer response

  07/22/2021

  I did speak with the original sales person and she did apologize for the mis-communication but that she had spoken with my wife earlier in the week. That's great except I do not have a wife.

  As far as I am concerned, case closed.

  Resolution accepted.

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

*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. ↩