Complaints

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.

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a PORTABLE oxygen concentrator on October 24th. Once it arrived, it never charged over 74 and did not work unless plugged in which defeated the purpose of having portable oxygen which was medically necessary. I asked to return equipment right away. They insisted to send a replacement battery which arrived almost a month later. I called left messages for customer support (as they are closed on weekend when Im available) and said I would get a return call. Also sent several emails as directed so I wouldnt be held liable for the 30day return policy. Finally got a day off to call on A Monday to be told Im out of my return time. For defective equipment. ****** the sales guy was fantastic and attentive (sales is available 7days just not support)This is very sad that this was handled this way

  

  Business Response

  Date: 12/08/2022

  Good Afternoon, Thank you for contacting us about your recent purchase with LPT Medical.  We are sorry to hear you are having difficulty with your machine.  After review of your account we have gotten approval to move forward with the return process.  Please contact us to set this up.  Again, we are sorry for the inconvenience.  Should you need anything in the future please do not hesitate to contact us.  Thank you!
  
  LPT Medical

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  LPT Medical claims they are a oxygen supplier for ******** customers. They are Out Of Network and NOT a ******** supplier. ******** denies invoices from LPT. Medical. LPT Medical is also out of network for ****************** Blue Shield. They provided defective equipment and then suggested my elderly mother upgrade to a more expensive oxygen concentrator. You may return or upgrade within 30 days, after that you cannot return equipment. Unfortunately, you do not get the ******** denial of reimbursement for 60 days and then you find out too late you are stuck with an overpriced, non reimbursable piece of equipment. When you try to call them for customer service they pass you from person to person and finally say they will call you back which never happens. All this took place in September of 2022. My Mother feels she has been scammed, and ******** affirmed her concern.

  

  Business Response

  Date: 12/06/2022

  Good Afternoon,

   

  I do thank you for contacting us regarding your concerns.  I do need a bit more information to look into this matter further.  May I please have you mothers name to look up her account? I will need her information and will be happy to get back to you once we have reviewed her account.  Thank you!

   

  LPT Medical

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They are requesting her name.   Her name is listed on the invoice in the ShipTo box provided in the original complaint.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/13/2022

  After review of the account we have found that you were informed adequately of the process and any/all charges. The original requested purchase was an Oxygen Concentrator(P2).  After receipt of the **** it was decided that you would like to exchange and it was agreed upon for the upcharge in the difference in the units. We were not called or informed in any way, that anything was/is defective. Once we were contacted for a return it is outside of the return period(30 days) as printed on the invoice. If something is defective, please call LPT Medical at ************ so we can get this resolved.  Thank you!

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18482760
  
  I am rejecting this response because:

   

  A representative from LPT Medical, Forest, stated LPT Medical was a vendor that worked with *********  They continue to purport this claim on their invoice (see attached) by providing "Insurance Reimbursement Codes for the Portable Oxygen Concentrator."  

  They are not an approved vendor, either by ******** or my mothers *****************************************  When she submitted the invoice for reimbursement, to both companies, they denied her claim, stating  "this supplier does not have a ******** supplier identification."  

  Unfortunately it takes longer than 30 days to receive this correspondence from ******** and ********** Blue Shield, required for returns by this company.  

  It appears that LPT Medical, and their representative, Forest,  made false claims about their ******** Supplier Status, protecting themselves by requiring a 30 day return period, knowing that ******** cannot respond in that time frame.  

  Attached
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/06/2023

  My mother asked the LPT Medical Representative, Forest, during her phone call specifically if they accepted ******** or ********** Blue Shield.  He said, "Yes, they work with them all the time."

  When she received the invoice, he even inserted the "Invoice Reimbursement Codes" in the letter, as shown in the attachment.

  This is my complaint.  They tell senior citizens that they are covered by ******** or Insurance, when if fact that is not the case.  They say customers may return equipment for up to 30 days.  After that, LPT Medical does not accept returns.  They know full well ******** does not respond within 30 days, (more like 90), and so when a senior citizen is faced with the reality that is will NOT be reimbursed, they are left stranded by a company that claimed they worked with these organizations, when in fact both ******** and Federal ********** Blue Shield stated they do NOT have a working relationship with LPT Medical.  They are consistently getting away with fraud.  That is why I elected to come to the Better Business Bureau for help, so LPT Medical would not be able to fraud the next senior citizen.  

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On Aug 16, 2022, I rented a portable oxygen concentrator from LPT Medical while my personal *** was being repaired. The machine was coming with just one battery, so I purchased 2 more. I paid $300 for the *** rental and $420 for the batteries. There was no ac adapter included with the unit. I called LPT and was told that my personal *** adapter would work. I plugged it in, and the machine ran fine. I took it out for a brief test spin for about 15 minutes before getting on the plane on Aug 22. It worked fine, but after 15 minutes, it stopped working. I thought the battery was low, came home, pugged it back in and while it was plugged in, it worked fine. The original battery that came with machine would run for about 15 minutes and stop. I am very careful with ***S. If I can plug them in, I do so. So in the airport, in the hotels, anyplace that I could, I plugged it in. But any time I put any of the batteries in, it only went for 15 minutes. The only time I could use it was when in was plugged in. When I returned from the trip, I called LPT, they went through a check, but it was not fixed. A new machine was sent, but with the same results. They said the new batteries were not compatible. After speaking for several weeks with representatives, I finally, got a supervisor and asked if I was doing something wrong. She said no. My repaired *** came back with a mailing label with no instructions. I sent the second replacement *** and kept calling to see what to do. In my mind, I received a rental machine that didn't work. I bought two batteries for a machine that didn't work. I kept the company informed of the problem. When I returned all of the rented equipment, I did hear from the representative that my rental fee could not be refunded because I kept the machine too long. She said that they did discover on testing the machine that the problem was with a defective battery. She said a her supervisor would be calling me to inform me of the decision. No call.

  

  Business Response

  Date: 11/17/2022

  Thank you for contacting us about your concerns.  I do apologize that you were having trouble with your unit.  We do our best to ensure that all of our customers have the best quality products. When problems do arise, we do have a process set in place to troubleshoot with our customers and their units to ensure that in fact it does need repair.  These steps are needed to make sure that we do not send in for repair/replacement if  it can be fixed with a bit of troubleshooting over the phone. We never want our customers to feel anything but satisfied when getting off the phone, our apologies that is the way you felt.  The loaner unit that you received was in working condition, unfortunately the battery was defective.  we have since replaced with a battery that does work. Our loaner program consists of a flat fee. You were in possession of the unit for over two months and at this time we are unable to refund the fee.   I do thank you for choosing LPT Medical and should you need anything in the future, please do not hesitate to let us know and we will do whatever we can to assist you.
  Thank you
  LPT Medical

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18380898
  
  I am rejecting this response because:

  If I understand the response correctly, I was sent a defective battery with the *** machine that I ordered while my machine was being repaired.  This caused the machine that I rented not to work for two months.  During that two month period, several phone calls to LPT were made, twice weekly on some occasions to figure out the problem (check your phone logs, your reps have them). We went through every possible situation to figure out why the machine would only work if it was plugged in with an adapter (my personal adapter; none was provided by LPT). If, indeed, it was a matter of simply replacing the battery, explain why the two band new batteries I purchased for the trip would not work as well.  My machine was gone a substantial period of time for repairs.  LPT's equipment was returned one week after I received my original machine after it was repaired. I did wait a couple of days as this was the same time that Hurricane *** had devasted *******, and I realized that return label was headed there.

  I would gladly pay for something that I could use. But none of this equipment worked.  The *** did not work.  The two new batteries that I bought to go with it did not work in that machine. In essence, they were never used. The only time that the *** was used, for any substantial length of time, (more than 10 minutes before cutting out), was when it was plugged in. 

  I am requesting my $765.00 returned. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/30/2022

  We would like to extend our apologies on this matter. After reviewing once more, we have gotten approval for your refund.  Please allow **** business days for processing.  Thank you, and again we are sorry for the inconvenience. If you should need anything further please do not hesitate to contact us at any time.  
  
  Best Regards,
  LPT Medical

  

  Business Response

  Date: 12/01/2022

  We would like to extend our apologies on this matter. After reviewing once more, we have gotten approval for your refund.  Please allow **** business days for processing.  Thank you, and again we are sorry for the inconvenience. If you should need anything further please do not hesitate to contact us at any time.  
  
  Best Regards,
  LPT Medical

  Customer Answer

  Date: 12/08/2022

   
  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 the the effort made to listen to my concerns and to act accordingly. It is this kind of set that **** me to your company in the first place. Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  LPT Medical was a horrible experience. Tech Support was essentially useless. **************** was rude and belligerent, and their billing practices are shameful. I ordered a portable oxygen concentrator from LPT Medical for my wife. She had lung cancer, part of her lung removed, and COPD. A lightweight portable machine makes travel easier, but most importantly she needs it when she sleeps. The first night my wife used the machine, the alarm came on several times. Sometimes it went off by itself; other times as soon as I touched the machine the alarm shut off. I saw no problems with the tubing. I called ***** who transferred me to Tech Support. They said it takes a couple of days to get accustomed to the machine. After a week of being woken up several times each night and three calls to Tech Support (each time being told it takes time to adapt to the machine), I called Mikey. He said the machine could be defective and would send us a different concentrator that might work better for us. When the machine arrived, I saw it would not work for us; it weighed 20 pounds and they charged $90 shipping charges. I called **************** to explain ***** sent the machine and said nothing about shipping charges. **************** didnt care; they would not reverse the $90 charge. I asked to speak with *****, they said he was no longer with the company. They said my new rep would call me. The **************** Rep said, Theres no way shed reverse the charge. I asked to speak with a manager. They said the manager was not available, but she would call me. I called **************** twice more that week to speak with a manager and got the same "not there. Neither the manager nor a Sales Rep ever called.I returned both machines. They refunded $2,250 for the defective machine. The initial charge was $2,440. They charged me $190 to return a defective machine. Add $90 shipping for a machine I didnt order, thats $280 I paid for nothing but aggravation and lost sleep.

  

  Business Response

  Date: 11/17/2022

  Thank you for contacting us about your concerns.  I do apologize that you were having trouble with your unit.  We do our best to ensure that all of our customers have the best quality products. When problems do arise, we do have a process set in place to troubleshoot with our customers and their units to ensure that in fact, it does need repair or replacement.  These steps are needed to make sure that we do not send in for repair if  it can be fixed with a bit of troubleshooting over the phone. After looking into your account and reviewing all pertinent information, I do see that you were informed adequately of the exchange into a continuous flow machine that would accommodate for her needs throughout the night. With that being said, we do need to insure these medical grade devices while in the shipping process, to ensure the safety of your machine. This does come at a cost. Unfortunately, we do not have any control over that. I do thank you for choosing LPT Medical and should you need anything in the future, please do not hesitate to let us know and we will do whatever we can to assist you.

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  At the end of September 2022, I spoke with ****** from LPT Medical, and asked for help getting my O2 needs met when I travelled to visit family in ****** for several months. I told ****** the machine needed to be FFA approved, have a 16 hour battery capacity for 2 liters pulse, and a continuous flow of 2 liters when plugged in. I was told I'd have 30 days free trial. I received the machine and only a four hour battery at 2 liters pulse was in package. I contacted ****** and she stated she would remedy the issue and get right back (she never called backed, even after ten days) to me. When I contacted company, I was told ****** no longer worked for them (this was around Oct.10,2022, ******* was the person who told me this) so I spoke mainly with ******* and Charity from **************** from then on, I was asked by staff to give the machine a trial run and discovered machine would beep at me when I mouth breathed, which would disturb sleep and not work well with CPAP. I told company I was going to return machine. It took them over a week to get a return label. I would call and they would put me on hold for 30 to 60 minutes with no resolve, I also asked to be notified ASAP when they received machine back, never received clarification. I have proof they had the machine around 14 days before they returned all but $174 with out explanation to financial (MEDplan) company. MedPlan stated I had to pay this and all Interests accrued on $3000.00 til the 14th, then interest would still be charged until the $174.00 was paid in full. Now on Nov 4th, 2022, I have been told by LPT Medical I have to the 11th of Nov. to return the block part of the machine, and MAYBE I could be reimbursed. Since I am in ****** this most likely will not happen. I also found out today, from ******* that ****** had never left company. This lack of professional care of me, an elder of ********************************************** over $300.00 not to mention the stress and anxiety for my health.

  

  Business Response

  Date: 11/09/2022

  Thank you for contacting us regarding your recent purchase with LPT Medical.  After review of your account I do see that your return was missing the manual and the ** Charger  This in fact is where the ****** comes into to play.  If you would like the ****** refunded to you, we will need you to return the manual and the ** Charger.  Thank you!

   

  LPT Medical

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18355691
  
  I am rejecting this response because:
  The initial complaint of why they held back the $174 was never made clear until I called four different times and by this time it was too late to return because they said I had till November 10th I believe to find it and send it back and then I would have to pay for them to send back the blocks that they the electric block that they had the issue is the time it took to get answers and it cost me over $300 they waited over 14 days to give back the money to the financial people and I was charged for interest and the $174 that they held back now my question was why did they make the financial company pay for something that I was supposedly had done so I think both the financial company and lpt are in cahoots with each other on making money
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 6-15-2022 I purchased a portable oxygen concentrator from Life Point Medical ******************************************************************* Since then I have had to have another machine sent to me for more concentration which I had to pay $45.00 to ship to me. I am 50 years old with COPD and emphazema. I previously owned a different unit until it quit working. I was told that I would recieve a $900.00 trade refund with all the accessories I sent in to them, I paid them $2540.00 and was charged $45.00 for shipping. I had to call about my refund for the old machine and accessories, I was informed it cost me $300.00 to repair my old machine. This does not make sense to me, but I accepted it at the time. Well everytime I try to call about a problem the customer service personnel talk to me like I am stupid, or uneducated on these concentrators. The last repasentive I spoke to was ******************************* whom also treated me like I was stupid. Asking me if I was breathing with my mouth shut?? Anyone whom is on oxygen knows that. I feel this company is unethical and partically a scam inorder to charge people more money everytime we have issues or problems with the equiptment they sell their consumers. I was told that I could get a loaner machine for $300.00 while mine gets fixed.

  

  Business Response

  Date: 10/28/2022

  Thank you for contacting us about your concerns.  I do apologize that you are having trouble with your unit.  We do our best to ensure that all of our customers have the best quality products. When problems do arise, we do have a process set in place to troubleshoot with our customers and their units to ensure that in fact it does need repair.  These steps are needed to make sure that we do not send in for repair if  it can be fixed with a bit of troubleshooting over the phone. We never want our customers to feel anything but satisfied when getting off the phone, our apologies that is the way you felt.  When a unit does need repair we do insure the unit during the shipping process to make sure your property is safe, this does come at a cost.  Unfortunately, we do not have any control over that.  I do thank you for choosing LPT Medical and should you need anything in the future, please do not hesitate to let us know and we will do whatever we can to assist you.
  Thank you
  LPT Medical

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18317180
  
  I am rejecting this response because: I do not feel adquetly provided for from this company. I was not told about the 5day return or 10 hour or above no return. I have repeatedly  been talked down to and am to the point I want nothing to do with the machine or the company any longer. I could understand if it was only one time that I have been talked down to by your employees but as I have stated previously it has  not. I am an educated consumer and believe your company is part of a money scam to continuely cheat your eldery(YES ELDERLY) customes out of their limited funds. I have also turned in my otherunit in which you charged me to fix for you. I would like a monetary refund of my original cost of $2495.00 you can keep the machine and I will send you the chargers and battery back. I am extremely unhappy with your company. I am now also aware I am NOT the only customer that has been unhappy with the service they have received from your company.I want nothing but my money returned so that I may purchase a new machine from somewhere else. Believe me I have done extensive backround searches to rest assure I will not go through this process again.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2022

  Good Afternoon,

   

  I am sorry for your troubles regarding you machine. Your date of purchase was 06/15/22. Unfortunately, you are passed the 30 day return period.  We are unable to refund at this time.  We do have a buy back program, should you like to utilize this service please call at your earliest convenience. Thank you!

   

  LPT Medical

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18317180
  
  I am rejecting this response because: I was not informed of the return policy when I purchased  the concentrator for my ppersonal use. This is not fair I have had several problems with this machine and your company continues to want money from me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 12/29/2021, I purchased a portable oxygen concentrator for $3000. In May, 2022, six months after the purchase, the machine stop working properly. I contacted LPT Medical and was told that the machine was still under warranty, and that I would have to ship the machine to REOX Medical for repair and that the repair would take ten weeks. On July 8, 2022, I paid $90 for round trip shipping and sent the machine to REOX Medical for repair. To date, after about 14 weeks, the machine has not been returned to me. I have called LPT Medical numerous times, and they continue to say they will call me back with an update; however, they never call back. At this point, I would like a fully operable machine or a refund.

  

  Business Response

  Date: 10/17/2022

  I do thank you for contacting about your recent purchase with us. I have reached out to ***************** with your concerns. This unit is needing a battery bridge board, which is still on order from the manufacturer.  We do not currently have an ETA on when it will arrive.  This unit is listed as 1st in line to be repaired once we receive the battery bridge boards.  We apologize for the repairs taking longer than the normal expected turnaround time.  Shortages in global supply chain of parts and materials are currently affecting turnaround times and have resulted in delay of repairs to your equipment.  Thank you for your patience and understanding as we face these challenging conditions.  Please reach out if I can help with anything else and have a nice day!

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18230104
  
  I am rejecting this response because: This is not an acceptable response.  I paid $3000 for this machine and have gotten to use it for only six months.  You have had it for almost fifteen weeks for repair and you are stating that you dont know when it will be repaired.  Obviously,the machine was defected when you sold it to me.  Therefore, an acceptable resolution is to provide me a loaner machine or refund my money.  I have a dire need for a portable machine.  I cant attend my doctors appointments without it.  I purchased the portable oxygen concentrator because I needed it.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/31/2022

  Good Afternoon, I have requested immediate update from the manufacturers repair center, who has had your unit. This is their response: I hope your Monday is going well!  I have checked on the status of Eclipse 5 with SN: GPB0921260316 and this unit is needing a battery bridge board, which is still on order from the manufacturer.  We do not currently have an ETA on when it will arrive.  This unit is listed as 1st in line to be repaired once we receive the battery bridge boards.  We apologize for the delay with the shipment of your equipment.  With the current global shortages, we are facing longer than normal turnaround. Thank you for your patience and understanding as we face these challenging conditions.  Please reach out if I can help with anything else and have a great week!

  I do apologize for the delay, unfortunately we do not have control over the repair turnaround time.  If you would like to untilize our loaner program please call to set that up for you.  Thank you!

  LPT Medical

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18230104
  
  I am rejecting this response because:

  As the spouse of *****************************, *************** to inform you that we no longer have a need for your oxygen machine, because my husband (*********) died this past week. Therefore, I am requesting a full refund of the $3000.00 paid for the machine.  If necessary, I plan to legally pursue this matter, because the absent of this machine has contributed to his death and the customer service received from your company has been totally unacceptable.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/01/2022

  Good Afternoon,

  Please accept our deepest sympathy on your husbands passing.  I appreciate that you in fact, did wait longer than normal for the repair.  Unfortunately, we are not the manufacturer and we did not have any control over the repair time.  The unit you purchased with LPT Medical is supplemental oxygen and in these cases, when a repair is needed, should be used as such.  With that, I have gotten approval to refund for your payment, with a 25% restocking fee.  If you would like to move forward on this return, please call at your earliest convenience.  Thank you!

   

  LPT MEDICAL

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18230104
  
  I am rejecting this response because:

  To date, Ive contacted your office and was told to call back because the person that handles refunds was not in.  I feel the 25% restocking fee is far too much, and 10% is more reasonable. Also, please return the $90 shipping fee I paid to return the machine. Therefore, an agreeable settlement is a refund check in the amount of $3096 (90% of the $3340 paid plus the $90 paid for shipping cost).  Please put the check in the mail.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2022

  Good Morning, 

  Your purchase was in December of *********************************** May of 2022.  You are well outside of our return period of 30 days.  While we apologize for the delay in the repair from the manufacturer, that is out of our control.  We have gotten approval for the said return with a restocking fee of 25%.  Should you elect to do this, please contact us at your earliest convenience.  Thank you!

   

  LPT Medical

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered a Caire floor oxygen concentrator from them on 11/04/2021, The first concentrator recieved on 11/17/21 did not work. They were helpful and prompt in taking care of this issue sending me a replacement on 11/19/21, In late May it quit working. Showed caution light and oxygen flow was incompatible.. Called LPT and they said they would have Fed Ex pick up, Finally received shipping info and taken to *** on *************, ********* ***** Arrived at Bell Ground Georgia loading dock on 6/23/22 per ****. Call 7/7/22 spoke with ******* awaiting parts. This has been the answer every time I've called and that's been numerous times. Concentrator has a 1 year warranty and told made in the ***. They are waiting on a chip from overseas. Told them they needed to sent loaner and they would at a cost (over $100.00) or send me a new replacement. Paid $1370.00 and have gotten little use I require oxygen 24/7. Feel they are lying to customers in saying *** made, taking advantage of the elderly (I am 73 years old) plus not being able to fix it in a timely manner. I am requesting a refund or replacement and people made aware of their business dealings.

  

  Business Response

  Date: 10/04/2022

  I do thank you for contacting us about your recent purchase with us. Unfortunately, with the global supply issues, manufacturers are taking longer than expected on repairs and replacements.
  After looking into your account and reviewing all pertinent information I do see
  that you received a replacement machine on 09/28/22 at 4:10 PM.  Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.
  
                                                                     Thank You
                                                                 LPT Medical

  Customer Answer

  Date: 10/05/2022

   
  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

  Date:09/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Help to get a concentrater repaired. Already charged me for shipping and have done nothing else. It has been a month i get nothing but a run around when i call.

  

  Business Response

  Date: 09/13/2022

  I do thank you for contacting us about your recent purchase with us. I am sorry for the delay. After looking into your account and reviewing all pertinent information, I do see that a *** pickup from your home was scheduled on 09/09/22. I have confirmed that you should expect *** to pick up your machine tomorrow 09/14/22. Please have your unit boxed up and ready to go. Again, I am sorry for the delay. Once your unit is received by the manufacturer for repair, we will be in touch with updates as to when to expect it back to you. I do thank you for
  choosing LPT Medical. Should you need anything in the future, please dont
  hesitate to let us know and we will do whatever we can to assist you.

  Customer Answer

  Date: 09/13/2022

   
  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

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My mother, **** ********** has a unit under warranty that the company says will cost 90 dollars for round trip shipping and 300 if she wants a loaner while it's being repaired. This unit is barely 6 months old. I find this company's pattern of practices predatory toward the elderly, as evidenced by the number of complaints I see here.
  My mother should not have to pay to ship back a unit under warranty, nor for a loaner. There is nothing in the information received by my father indicating these charges would be incurred or we would have bought from someone else who can service their systems.

  

  Business Response

  Date: 09/06/2022

  I do thank you for contacting us about your recent purchase with us.
   After review of your account I do see the unit is under warranty. 3 Year Warranty on Concentrator. 1 Year 
  Warranty on Battery, Accessories and Sieve 
  Beds . Customer is responsible for all shipping costs on warranty work. Should you elect to utilize our loaner program that does come with a one time fee.

  I do thank you for choosing LPT Medical and am sorry that you weren’t satisfied with the unit you received. Should you need anything in the future, please don’t

  hesitate to let us know and we will do whatever we can to assist you.

  
  

  Customer Answer

  Date: 09/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: business never expressly informed my father, the buyer, of the cost of shipping and loaner. Business is showing, based on my and many other complaints, a pattern of deceptive business practices. Based on the level of complaints listed on your site, business does NOT deserve their a- rating.
  
  
  
  Sincerely,
  
  
  
  **** *********