ComplaintsforRespshop.com

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Respshop has been non-responsive to a ******** Respironics recall of my bi-pap medical device for sleep apnea. I registered my device for recall on 8/19/21 and have been trying ever since then to get my recalled device replaced.REGISTRATION CONFIRMATION CODE: 2021 **** **** ****, DEVICE SERIAL NUMBER: *************** The recall update website Philips.com/src-update stated ******** anticipated all devices would be replaced by the end of 2022, so I did not attempt to contact Respshop until after that date. I spoke to an agent of Respshop on the following dates: 3/1/23, 4/30/23, 8/1/23, 9/21/23, 9/30/23, 10/14/23 and 10/24/23. The last few calls were with a supervisor who said they would check to see when I would receive my replacement device and that they would call me back in a few days. No one ever called me back. This device was recalled because it was determined that sound deadening material inside the unit could deteriorate and be inhaled by the user. This material was determined to be carcinogenic in nature and could cause severe long-term health problems. I got tired of getting the run around and finally decided to contact the BBB in an attempt to resolve this issue.No monetary amount entered because the device was paid by insurance, and I did not have any out-of-pocket expense.

  Business response

  11/06/2023

  Hi *******, 

  I am so sorry to hear about this! As you know the recall is from Philips and not from Respshop, so the information needs to come from them. We are in the process of reaching out to Philips to find out what the issue is with your situation. 

  Did you ever send Philips your Cpap device? 

  Please feel free to reach out to me via ****************** Attention *********** 

  Again, I am so sorry about this issue. I have your email so once we find out we will contact you. 

  **********;

  Customer response

  11/06/2023

   
  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.

  I filed the complaint with Respshop because I was unable to find Philips on the BBB website.  I will contact ***** with Respshop to see what she learned from Philips.  I simply felt like Philips was nearly impossible to contact.  The "Philips Recall Updates" website was not helpful at all.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/5/22 I purchased a Companion 5 Stationary Oxygen Concentrator by ***** from ********, Order# ******. In less than 6 months after purchase, on 11/1/22 I notified ******** that the unit had a problem. They told me to ship the unit back to them for a warranty repair and that this might take several weeks. They suggested I either rent or buy another unit in the meantime. I bought another unit. Upon receipt of this new unit, I shipped the original unit back to ******** using the box that the new unit came in. I also purchased damage insurance from **** 17 days after receiving the unit ******** notified me that there was a crack in the unit that required a $75 charge to repair. Warranty did not cover this. Insurance reimbursement was no longer an option as a claim had to be filed within 15 days of receipt. Although ******** did not inform me of the damage until almost 3 weeks after receipt of the unit, they refused to take any responsibility for the cost of the repair. The unit could have been destroyed in shipping and, as far as ******** is concerned, that would be my problem, regardless of insurance or their failure to provide timely notice of the damage. I think ******** has an utter disregard for customer relations. I will never do any more business with them. The least they should do is cover the $75 repair cost.

  Business response

  12/19/2022

  Hi ***, I am so sorry about the repair issue with your unit. I understand your frustration and I have refunded the $75. repair charge. 

  Unfortunately, we don't have any control of the repair process or cost.

  Warranties and repairs are covered by the manufacturer and there is nothing we can do to expedite the process. 

  We always recommend customers have 2 machines for issues like this because we know how important it is to have your device. 

  We wish you the best and again, we apologize. 

  Customer response

  01/05/2023

  This is to let you know that after my complaint, the vendor, ********, apologized for any misunderstanding and reimbursed their $75 charge for repair of my oxygen concentrator.  I am pleased with the resolution of this complaint.

   

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a **** mask that was not producing a better result than my current mask (also purchased at this store). I was looking for a credit to my card, but when I called about this credit I was told that the amount was given as a credit to my account. This is not in keeping with ********'s online stated policy which says: "If you are not 100% satisfied with your **** Mask purchase, you can return your item(s) for a full refund of the product's purchase price less the original shipping costs. The 30-Day Mask Guarantee allows the purchaser to return the **** Mask within 30 days of the date the item was delivered." A credit to my account is not the same as "a full refund." ******** has not responded to my email requesting the $175 credit to my card.*************************

  Business response

  11/11/2022

  We are sorry to hear you are unhappy. Our ************** Policy says you can return your used mask for store credit (in fact we even let you keep the used mask) OR if the mask is UNOPENNED then you can return it for a full refund within 30 days. This has always been our ************** Policy. 

  We think this is a fair deal, no need to go to post office :) 

  Please feel free to contact us so we can get you a better fitting mask. 

  ***** with ********

*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. ↩