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Business Profile

Sleep Apnea

SoClean, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sleep Apnea.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 1 complaint 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:11/17/2022

    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 just purchased a filter a resivor cover for my Soclean 2 machine and Resmed Airsense 10 CAP machine. The resivor cover is not the type that I have regularly received the past 2 years.

    I called customer service in which the person was absolutely unhelpful and didn't answer my question. I was told a supervisor would call me in three days.

    Absolutely outrageous as if the cover is the incorrect version, it can ruin my CPAP machine.

    Business Response

    Date: 11/22/2022

    Hi ******

    It appears that Kristen from the SoClean Customer Care Team has contacted you and arranged for a replacement of your AirSense 10 lid adapter.  I hope this solves the fit problem you had been encountering.  If you need further assistance, please call 866-501-3705 and we would be happy to help.

    Andy M., SoClean Customer Support

  • Initial Complaint

    Date:10/24/2022

    Type:Billing 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.
    SoClean: 

    Two claims for SoClean appeared on my United Healthcare (UHC) medical/health insurance account:

    (1) UHC Medical Claim # D******034 for Dates of Service: 07/29/2022 - 08/05/2022; Date Received by UHC: 10/18/2022.  $452.46; and

    (2) UHC Medical Claim # D******035 for Date of Service 08/05/2022; Date Received by UHC: 10/18/2022.  $391.44.

    I do not recognize either.  I have no idea what they are for or why they appeared on my UHC Account.  UHC told me that SoClean submitted them to UHC.  This does not sound correct to me. 

    I have attached the two (2) UHC EOBs, as well as my UHC card (member ID *********). Please note that these contain confidential and personal information, including my Protected Health Information (PHI) and private Personal Identifiable Information (PII). Please handle my PHI and PII with all appropriate care. I am providing them to help with this case only, and solely to help fix these unknown claims.

    I did not submit them and do not recognize the dollar amounts or dates of service. Note: My last purchase from SoClean was on or about July 9, 2022, and I returned that purchase for a full refund.  (SoClean order ********* Return Auth. #********7). 

    I asked UHC about these two claims, and they told me that the provider, SoClean, submitted them.  Did SoClean submit these claims for me?  If so, why and for what?

    Can you please research on your end and let me know what these may be for?

    You may also contact UCH about these two (2) claims: UHC can be reached at 844-253-3950 (UHC Customer Service) and/or 877-842-3210 (UHC Provider Line). You may need to reference the two claim numbers (UHC Claim # D******034 and UHC Claim # D******035) and my UHC member ID (*********).

    Thank you!

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

    Business Response

    Date: 10/24/2022

    Hi *******,

    SoClean did not submit these claims.  Our records show that you purchased a SoClean 3 plus additional accessories for $421.95 on 7/922, and then a subsequent return and refund on or about 8/5/22.  The two amounts in those claims do not correspond to any purchased through SoClean, Inc.  We recommend that you follow up with UHC to resolve.  

    Thank you for your understanding.

    A.M******** SoClean Customer Support

    Customer Answer

    Date: 10/25/2022



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18297242, and find that this resolution is satisfactory to me.




    Sincerely,



    ******* ****

SoClean, Inc. is NOT a BBB Accredited Business.

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