Complaints

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.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cleaning machine from a so clean site and was directed here. I purchased a machine for ****** that was supposed to be easy to use. It was not easy required 3 steps and I tried to return it. I was then told they could not take it back as it was an opened medical device. Further had I paid an advanced fee they might have taken it back. I had opened it to look at it and that was it. This is a deceptive business practice on two levels. First the requirement for a fee to take it back as a condition is an advanced payment scheme. Next the stating it falls under a certain area to wit a standard refund policy is also deceptive. I. have no idea what there categories are or were.

  Business Response

  Date: 07/16/2025

  The customer made this purchase directly on our website without the assistance of our service team (order placed July 4, 2:57am, while we were closed for the holiday weekend).   The package shipped to customer on Monday July 7, which was the next available business day.  The customer has repeatedly called the item they purchased a SOCLEAN unit, which it is not.  The customer purchased the Lumin UV-C Accessory Cleaner.  Customer wrote in that while they did open the package of the Lumin and inspect the contents inside, it was not what they were expecting and requested to send the machine back for a refund.  
  
  
  As outlined in our standard return polices (attached), any product returned where the manufacturer's package has been opened, is non returnable or exchangeable in regards to *** rules and regulations on the sales of medical supplies.   These policies are outlined on our website, and also on the customer's order invoice, and packing slip which are included with each shipment (see attached).    
  
  
  At this time the Lumin is non return or exchangeable in regards to our standard return policies, that were also acknowledged during the checkout process as well.  

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 climate hose and I have it on the same exact setting I use my damaged hose and the one that was sold to me, leaves me with a dry mouth when I wake up. That should not be the case my other hose that is 6 weeks old has a ***** and is a slight crack on the plastic part of the hose. I have duck tape sealing the crack and its works fine. So I have several months before I could get a new hose thru my medical insurance. So I purchased a hose from the cheapest company and that would be CpapX. I have been given the run around on several emails. Asking me to do this check this and etc. its probably defective, so just replace, exchange it or refund me. I will send it back and lets get something done already.

  Business Response

  Date: 06/06/2025

  Thank you for your patience and for providing detailed feedback regarding the climate hose you recently purchased.
  After reviewing your concerns and understanding the ongoing issues you're experiencing, we will be processing a replacement hose for you. Once it ships, you will receive tracking information.  You may dispose of the defective tubing, we do not need that returned. 
  We apologize for any inconvenience and appreciate your understanding as we work to resolve this promptly through detailed troubleshooting.  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  May 3rd purchased. June 2 delivered. June 3rd contacted company they will not let me return. It will not work for what i need. If they would let me return it would cost 15% restocking and I would have to pay for the shipping. The item cost me $560 dollars and does not work. The company is rude and not helpful, they also took a whole month to ship it to me. Their website is misleading. It says free trial on most products. I did not notice the most products. You will have to dig to find the part where it says 15% restocking fee and you have to pay return shipping.

  Business Response

  Date: 06/11/2025

  The customer placed their order on May 5, 2025. As the item purchased is a medical device, a valid prescription is required before we can legally fulfill and ship the order. We were in contact with the customer during this period and followed up as needed while waiting for the prescription to be provided. The order was shipped promptly upon receipt of the prescription and delivered on June 2, 2025.
  The customer contacted us on June 3, 2025, requesting a return. At that time, we explained that, as clearly stated in our return policy, this product is not returnable once it has been opened. Due to health and safety regulations concerning medical equipment, this policy is in place to protect all customers and cannot be waived.
  Additionally, we make every effort to be transparent about our return policy. It is available on our website and referenced during the purchasing process. While we do offer a 15% restocking fee and require return shipping on eligible unopened items, these terms are not applicable in this case due to the product being opened.
  The customer also referenced a free trial mentioned on our site. To clarify, the free trial language applies only to select items, as clearly stated, and not to all products. We understand this may have caused confusion, but the relevant product pages and policies do make this distinction.
  We regret that the item did not meet the customers needs and that they were dissatisfied with the experience. However, we fulfilled the order in accordance with our policies and within regulatory requirements, and we made every effort to communicate with the customer throughout the process.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered these as they claimed they are incredible and a health saving device however they drastically reduce the effectiveness of the device. Asked for a refund like the page showed I could get and the team directed me to their refund page full of policies that essentially make it impossible to get a refund after returning the items. Customer support team are not helpful either.

  Business Response

  Date: 04/08/2025

  In response to the customer's complaint, we would like to clarify the details of their order and our return policy. The customer placed an online order on March 22 through our website, and also enrolled in a yearly subscription for the item, which allowed them to receive a discount on a multipack. While the option to purchase the item individually was available, the customer opted for the ******* at a lower price per unit.
  As the products ordered are medical supplies, our return policy, which is clearly outlined both on our website and on the customer's order invoice, applies. This policy states:
  - Unopened products in their original packaging can be returned within 30 days of purchase, with restocking fees potentially applying.
  - Items covered by a Risk-Free Trial or Money-Back Guarantee may be returned within the trial period for a full refund, whether opened or not (as indicated on the invoice).
  - Shipping charges are non-refundable in all cases.
  We are able to process a refund for the customer, however, we do recommend that the customer carefully review return policies when shopping for similar products in the future to ensure a clear understanding of the terms.
  

  Customer Answer

  Date: 04/08/2025

   
  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

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 initially purchased a ResMed reservoir in 2022. I went to their site to replace it, utilizing the Buy It Again option, and I was sent the incorrect tank! I figured it must have been a Clerical error. So I asked for it to be replaced with the correct item. A few days later, I received another INCORRECT ITEM.I processed the return and was informed that they are refusing to refund my money despite it being THEIR ERROR. The buy it again link from 2022 takes you to their remaining inventory of another item, which is their issue. I've tried to make them aware, but they refuse to take responsibility.

  Business Response

  Date: 03/06/2025

  Since the customer's initial purchase 3 years ago in 2022, the product details have changed.  As you see in the attachment, the item provided includes the water chamber, and the replacement lid (GREY)f for the 60 series CPAP Machine.  By the customer using the BUY AGAIN option within their Amazon account, likely product details weren't reviewed prior to the purchase.

  We're happy to refund the customer for the item, but we do suggest reviewing product details prior to purchasing in the future especially where there is a 3 year difference. 
  

  
  

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cpsp mask and head gear for my husband. They sent it to the wrong address and refuse to replace or refund my money. I had to pay again to order from another company.

  Business Response

  Date: 08/05/2024

  Customer placed order on their own on our website.  Customer provided first and last name / phone number / email address / shipping and billing information.  Once the order was submitted, the customer was then sent an order confirmation by email which included the above mentioned, along with the items purchased.   Once shipped, customer also received a tracking email and once delivered, a delivery notification as well.  It wasn't until the package was delivered, the customer realized it went the wrong address, then called our office, demanding it was our fault.  

  Again, this was a customer placed order, and they were notified by email where the order was being sent to.  Customer also filed a credit card dispute, which we've defended as well.  Customer made this error and is attempting to get reimbursed and have product shipped to correct location.  As we filled and shipped the order as it was placed, no refund, and no reshipment are due at this time.  

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a mask cushion for my CPAP machine and it does not fit my mask. It looks like the mold does not match up although I matched it to my brand and model. I called the company to tell them it did not fit. They refused to refund my money and they wanted me to buy another item and they were gonna offer $10 discount, I just want my money refunded for a product that does not fit what it is designed to! I purchased this around January 20 and I paid about $47 for it.

  Business Response

  Date: 02/06/2024

  Customer went online and placed order on January 25th and placed an order for a replacement part on our website.  The item then shipped on 1/26, with USPS tracking: ***************4205728.  

  We were then contacted on Jan 29th by the customer stating he ordered the wrong size.  Our service agent confirmed the part had been opened. After review of the recorded phone call, customer confirmed they ordered a large, but intended to purchase a Medium, as this part would not work with their existing equipment.   At the bottom of every receipt, we have our Returns Policies for review.  The customer also acknowledged this policy during the checkout process as well. 

  Due to FDA regulations, and the sale of medical equipment, we cannot take back any opened items for refund or exchange.  The customer again ordered a replacement part, for an existing mask.  Customer opened package, and then wanted to return.  

  At this time, the customer declined a $10 discount for the correct size, and stated he would take this claim to the next level.  

  Customer confirmed our return policies during checkout, and is not eligible for a refund / exchange on open items.  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a Cpap machine from this company on 10/29/23. II returned the machine for warranty repairs on 7/12/23. I have contacted this company 4 times concerning the status of the repair and was told that i would receive a follow call. The last call that was made, I was put on hold for 7 hours without an answer.

  Business Response

  Date: 10/30/2023

  This customer was emailed on Thursday Oct 26 in regards to the repair status of their machine. At this time we're waiting to hear from the customer.  The email (which is also attached, for the time stamp) was as follows: 

  Hello ******,

  This is Dan with CPAPX following up with regards to your Z2 CPAP machine that was sent in for service.
  
  We have received word from the manufacturer's repair center. During the initial inspection of your machine, they found foreign matter that appeared like sand inside your machine. This foreign matter in your machine voids the warranty and they are requesting a repair fee to repair your machine. That repair fee would be $245.00 
  
  If you would like to go forward with the repair, please give us a call back at 1-866-992-7279 any time between the hours of 9 AM and 5 PM, Eastern Standard Time, Monday through Friday and we will be able to collect the fee and authorize the repair.
  
  If this is not acceptible, we can request the machine be sent to you as received, and you would be free to seek repairs from any other repair service.
  
  We hope to hear from you soon

  Customer Answer

  Date: 11/01/2023

  
  
  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

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a BPAP machine and it was the wrong one according to my doctor. CPAPX told me to refuse delivery. UPS returned it to them on 9/18/23 and I cannot successfully contact them by telephone or email. I want the money I paid returned to my credit card.

  Customer Answer

  Date: 10/05/2023

  CPAPX returned the money to my credit card.  The only thing I would like to add is customers shouldn't get blown off with no one picking up their telephone, and have to seek retribution against a business that is scamming people on the internet.  I'm ****** off about having to waste my time complaining to the BBB to get my money back.  

  Business Response

  Date: 10/17/2023

  Customer's machine was returned, and customer was refunded back on September 10th. The customer should log into their PayPal account for verification. 

• Initial Complaint

  Date:09/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Large CPAP mask for CPAPX and they shipped me a medium. They will not send the me what I paid for.
  
  The mask they sent is to small and will not work correctly, due to the cost I don't have spare mask's to use until the proper mask arrives. At my age sleeping without my mask is a serous mistake.

  Business Response

  Date: 09/15/2023

  Customer placed an order online for medical supplies on 9/9.  The order shipped on 9/11 via USPS Ground Advantage shipping.  As you see by the attachments, the customer ordered a size medium from the dropdown menu of our website. Once the shipment arrived, we received an email from the customer notifying us they received the wrong size.  However, it was ordered as a size Medium.  We then replied to the customer with the return/exchange instructions which are also listed on our website as well.     

  Customer is welcome to exchange for desired size, as suggested.  However, the item purchased, is what was shipped to the customer. They would then be responsible for returning / exchanging for correct size. 

  Customer Answer

  Date: 09/18/2023

   
  
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ****** *****