ComplaintsforCPAP.com

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a CPAP machine, they were to call my doctor and get my script. They didn't want to honor the $399 price and had already given my credit card info. They gave me the run around and then cancelled the order. In an attempt to get this resolved, now 45+ days later, I contacted them via social media and they blocked by when I mentioned making a BBB complaint.

  Business response

  02/19/2024

  We have called and spoken to Mr. Dennis *****. At this time, we are working on getting his prescription sent to us from the doctor's office. Once received, Mr. Dennis ***** will get an email letting him know that we have received the prescription and then a new order for the same item will be placed. We will also honor the same pricing. This was also mentioned in an email to Mr. Dennis ***** on January 16, 2024.

  Customer response

  03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  They called and acted like they cared and were going to try to take care of the situation and call me back. They have never gotten back to me. The issue has not been resolved

  
  
  Regards,
  
  
   
  

  Business response

  03/08/2024

  We apologize for not further communicating. We did reach out to the doctor's office on February 19, 2024, got an updated fax number and sent a prescription request on the behalf of Mr. Dennis. *****. However, the doctor's office still has not yet sent us any prescriptions or any other documentation. We would be willing to try contacting another doctor's office if one can be provided. We are also open to see how else Mr. Dennis ***** would like this situation to be remedied. 

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I will call the Dr office and verify as last I talked to them, CPAP.com didn't call
   
  

  Business response

  03/30/2024

  We called the doctor's office on February 19, 2024 after we spoke to Mr. Dennis ***** on the phone and confirmed their doctor's phone number. After speaking to the doctor's office, we sent a fax requesting a prescription on the behalf of Mr. Dennis ***** but to this day, have not received anything back from the doctor's office. In our conversation with Mr. Dennis ***** on February 19, we did state we would honor the sale price of the item they wanted to purchase that was on sale when the order was placed. At this time, we have done our due diligence in attempting to obtain a prescription for Mr. Dennis ***** the way we would for any other customer of ours. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Travel Airmini Travel CPAP on 7/25. The device is small and meant to be travelled with. I used it 1 time and the second time I tried to use it on 9/1 the device started and 10 minutes later. The device can not be powered back on. This is a medical device meant for my 13 year old to sleep safely and he is out of the state without his necessary medical device for 5 days. I called the company who is asking me to ship the fault device back WITH MY OWN $$ AND that it may take up to 6 weeks to fix. They also noted that if it's passed 30 days I will be responsible to pay for any issues. I am dismayed at this policy. I have had the device for 35 days and it's broken after 1 use. It's meant for travel which means it's not used daily. Their policy is faulty and meant to but the issue of poor quality on the consumer. In the meantime my son has no medically necessary device for FIVE DAYS!

  Business response

  09/06/2022

  Hello,

  We made an attempt to reach our customer via phone upon receiving this complaint, but we had to leave a voicemail and send an email.  The machine was purchased on 7/25/22 and we received notice that the machine's power wasn't working on 9/2/22. 

  Per our posted return policy for Manufacturer Defects:  CPAP.com will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us first for troubleshooting and then, if required, an RMA# will be issued to you via email. CPAP.com will work with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. The manufacturer determines if the item will be replaced or repaired, CPAP.com cannot supersede the manufacturer’s decision. Please note that any associated shipping cost to return merchandise to CPAP.com is not covered in any warranty situation.
  No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.

  The machine was sold with a 2 year manufacturer's warranty therefore with the exception of return shipping cost, our customer will not incur any charges for repair, or replacement within 2 years from 7/25/22.

  We understand that this is a medical device and we will work with the manufacturer to have the machine repaired, or replaced as soon as possible.  We appreciate our customer's patience and welcome any additional feedback regarding this matter.
  

   

  Thank you
  

  Customer response

  09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    While I understand what the manufacturer does or doesn't do cpap.com is their distrubutor of their product and can take more ownersthip in supporting the consumer of a medical device.  My son struggled for 5 days without a breathing machine to sleep and I had to spend money shipping it back and now are being told I will pay to get it returned.  In addition, a device breaking after 35 days doesn't leave much confidence in the distributor and the product and there is no real concern to that impact.  I would like more accountability for something that was used less than 10 times to come up with a resolution that accounts for the medical impact on my 13 year old son!
  

  Business response

  09/22/2022

  Hello,

  We understand our customer's continued frustration regarding her son being without his Travel Machine during the warranty evaluation period.  CPAP.com has taken ownership of the problem with the machine and we continue to work with the manufacturer in an effort to repair, or replace our customer's machine as quickly as possible.  We reached out to the manufacturer today to confirm the status of our customer's machine, but we were informed that we must allow more time for the evaluation to be completed.  We will continue to contact the manufacturer until our customer's concerns are resolved.

  Unfortunately, there is a very specific process that we must adhere to for the manufacturer's warranty and we are very sorry for the hardships and inconvenience that the machine's defect has caused our customer.  Also, our customers do not pay out-of-pocket for the return of their repaired/replaced device unless they request expedited shipping as CPAP.com will pay the ground shipping charge for our customers.

  Thank you
  

   

   

  Customer response

  10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Their  response continues to be passive and non informational.  I have received NO information unless I have reached out.  I also am not sure why they think I would want a malfunctioning medical device back, why woudln't they be sending me a new device.  Their response acts as if this device isn't a medical necessity for my 13 year old son. I am still looking for a credit and to be refunded to send the device I had for 30 days before it broke.  I am looking for more ownership and contrition and an actual solution. 

  
  Regards,
  
  
   

  
  

  Business response

  10/24/2022

  Hello,

  We are very sorry for our delayed response.  We've been working with the manufacturer in an effort to resolve our customer's concerns however, there are some delays with the evaluations which CPAP.com has no control over. 

  In an effort to resolve our customer's valid concerns we made an effort to reach Courtney via phone, but had to leave a message.  We have emailed our customer and offered either a full refund, or a replacement machine to be issued immediately.  Although, this is outside of our company's policy, we feel its a fair decision to appease our customer.

  Thank you
  

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased cpap supplies on May 7, 2021 for $89.10. ***** ******** I receieved a email they needed a referral for them to send the items. I spoke to them on the phone and gave them a fax number for my primary care. I waited some time and contacted my primary and they said they never received anything from cpap.com. I tried reaching out to cpap.com by phone and email and they don't respond. Now I want my money back.

  Business response

  06/03/2021

  Hello,

   

  To begin, our customer may have not been able to get through our phone lines due to a heavy call volume.  We are currently short staffed and we recently rolled out a new system and website, which will eventually, improve our customer's overall experience.  We apologize to our customer for any response delays they may have been subject to.
  

   

  When customer initially placed order on 5/7/21, there was no mention of CPAP.com contacting the doctor for the prescription.  We contacted our customer on 5/11/21, to advise of need for a valid prescription.  We received the customer's voicemail, a message was left.  The customer then returned our call on 5/18/2021, giving us the permission and contact information needed to contact his doctor.

   

  The prescription request form was faxed to the customer's doctor on 5/18/21.  We sent the customer an e-mail on 5/19/21 informing them that we hadn't received any response from their doctor.  Finally, on 5/25/21, we received our faxed prescription form back form the customer's doctor's office, with a note stating they would not be able to sign the prescription due to patient not visiting with them since 2017.  On 5/25/21, we sent the customer an email informing them of the response received from their doctor's office.

   

  Please note, prior to this complaint we didn't receive any request from the customer to cancel the order and issue a refund.  We have refunded the entire $89.10 to our patient's ****** account.  We hope this resolves our customer's concerns, but welcome any further feedback.

   

  Thank you
  

  Customer response

  06/04/2021

  This letter is in response to cpap.com. Attched are emails. You need good customer service to be in business. Not enough representatives is unacceptable.
  I spoke with my primary receptionist and they stated 2017 was the last time I was there but after talking with them and the 10's of thousands of dollars I spent there they accepted and gave me a new fax number. Cpap.com doesnt answer emails. Thank you for sending my money back.
  
  Anthony

*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. ↩