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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
14/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Received letter from Coastal Sleep in 2021 advising of the URGENT Medical Device Recall of ******* *********** Medical Device (**** Machine). I was provided with the website to directly register my **** machine which was still under warranty. My registration was confirmed, confirmation code # ****************, on October 27, 2021 from ******* Device Registration Confirmation, at ************************************ The ******* commitment was to take permanent corrective action, to repair or replace the impacted devices. I phoned ******* on February 8, 2022, and September 2022. October 2022, I contacted ******* for update and they were not not dealing direct with ****** patients; they advised to contact Coastal Sleep, which I did, and the "accelerated complaint" was started. November 10, 2022 I received an email from Coastal Sleep, basically saying they are receiving replacement units from *******, will be delayed, and they will contact me directly according to the remediation registry. ****** *** ***** **** **** **** * ***** *** ********* **** ***** ****** ** ******* ***** ** ***** ******** ********** **** ******** ** ******* ********* ** *** * **** ************ ***** This delay is unacceptable, especially with their acknowledgement of health issues associated with ***** *****, and that use of the defective machines can cause life-threatenting injury. Also, ****** ****** *** **** *********** ** **** ****** *** *********** ********
Business response
14/06/2023
Good Afternoon
We are currently working on machine replacements from June and July 2021 registration dates. Patient registered in October 2021. However, we do have a couple of extra units available from patients that declined their replacement or were unable to respond to our messages. The patient has been emailed and voicemail has been left to book a replacement appointment in our Burnaby clinic. The clinic can be reached at **************
Thank you
Customer response
19/06/2023
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,
***********************
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.