ComplaintsforAmerican Medical Sales & Rentals

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an oxygen machine from them a few years ago and it needs to be fixed or replaced now for the second time. I paid over $3,000 for the unit. For that price it should not have stopped working twice. They gave me a machine the last time to replace my original and its not working now.

  

  Business response

  10/15/2024

  We have reached out to Jean and left a voicemail and sent her the following email on 10/11/2024.  Jean did call us back and request a user manual for her unit.  

  SubjectOxygen Concentrator Store - BBB Complaint Response
  MessageHello Jean,
  I just left your a voicemail regarding your recent BBB complaint.
  We appreciate your feedback, and would like to clarify the expected and required maintenance necessary for all concentrators. 
  All oxygen concentrators utilize molecular sieve beds to purify room air into medical grade oxygen.  The mineral inside that facilitates the oxygen purification will naturally degrade over time. Most concentrators need these sieves replaced every 8 to 14 months - this is normal and expected maintenance for all make and model concentrators, regardless of brand or price. 
  It is important for you to understand that your concentrator is a highly calibrated medical device that will need maintenance and repairs over time, much like a vehicle. 
  We developed the Comfort Zone program that you've utilized twice now, to bridge the gap between long repair turn around times and our patient's need for portable oxygen. So instead of waiting 4 to 6 weeks for repair, we ship a replacement 2nd day air and have UPS exchange units at your door. We believe this is stellar service and a great benefit for our patients, especially those who lack a secondary portable oxygen source. 
  In the spirit of transparency, I do want to let you know that the unit you sent to us on your first Comfort Zone exchange back in  February of 2023 was not defective, no issues could be replicated and the unit was restocked. 
  The most recent case, we were able to confirm the Low O2 concentration and that unit had the sieves replaced by our technician, again this is considered normal maintenance. 
  To ensure continued success with your oxygen therapy, I want to highlight that it's likely you'll need maintenance on your existing unit in the future. Just like your vehicle, concentrators are a big investment and will need upkeep as time passes to keep it in good working order. For this reason, all patients prescribed oxygen by a physician need back up oxygen on hand at all times, in order to stay in compliance with the doctor's prescription and eliminate stress in the even of an unplanned mechanical failure.
  You're welcome to reach out to our technicians if you have any questions about the technology in these machines, warranty coverage and regular maintenance. 
  Best Regards, 
  Kristina Maynard| service@amsrco.com
  Breathe Easy Team
  Customer Experience Manager | American Medical Sales & Rentals
  OxygenConcentratorStore.com
  Phone: 877-303-9289
  Fax: 866-651-1261

   

   

   

  Customer response

  10/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22349314, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jean Berner

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a defective oxygen unit.

  

  Business response

  10/08/2024

  A ***lacement was shipped to **** ****** on 9/27/2024.  Our customer servicer *** spoke to her on 10/7/2024 and she stated that she was happy and satisfied.  

  Customer response

  10/08/2024

   
  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

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a portable oxygen concentrator from the Oxygen concentrator Store on April *******. I have medical insurance and ********* which most seniors have, and seniors are the target community this company is after. After a long and extensive fight with my insurance company, it came down that THE OXYGEN CONCENTRATOR STORE does not have an association with ******** (some sort of number) and there will be no reimbursement from any organization. How am I supposed to know about this number and not being associated with anyone if I was not advised. The only reason I am sending in this complaint is to let others know there is always some catch. Ask as many questions that come to mind. As far as I am concerned this company, the insurance company and ******** should get their act together and protect our SENIORS and their customers.

  

  Business response

  10/02/2024

  Thank you for providing us with this valuable feedback.  We do record all of our calls for quality assurance and will be sure to review all of your calls and take appropriate action for any changes necessary.  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am being bombarded with unwanted sales e-mails from this company. I get multiple e-mails from them daily, even after requesting many times to be unsubscribed from their aggressive sales campaign. We are elderly and their relentless pursuit is clogging up our e-mail in box and causing us unnecessary stress. They have ignored every request from us to stop the harassment, so we would NEVER trust this company to do business with them.

  

  Business response

  06/20/2024

  I have notified our marketing team and this account has been removed from all email campaigns.  thank you for bringing this to our attention.  

  Customer response

  06/20/2024

   
  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.  I appreciate everyones time to help us resolve this issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/20/24 received order of oxygen tubing (TIDY TUBING) That curls up instead of dragging on the floor for us older people to trip over. It does indeed coil up but does not work the way that the web site predicts. I requested the 15' coils (2) as they said you can hook them together. Although some logic says they should work, you still have coiled hoses dragging around until you move to another location. They do not work for me. I tried to return them but was given the old we do not give returns if the box is opened. HOW DO WE FIND OUT IF IT DOES NOT WORK IF THE *** CANT BE OPENED.?? There were 3 packages in the box, I opened two to see if they would work. They did not. Then they were going to refund one. They would only charge me ***** out of the ***** returnable. I am a disabled VET on oxygen and I want all of my money back. what a way to run a business and treat people.

  

  Business response

  05/24/2024

  I have refunded ****** to the card that ******************* paid with.  We have not refunded the shipping per our policy as the goods were shipped.  

• 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. ****

*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. ↩