Complaints
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/16/2022
Type: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 July 11, 2022 I spoke with ******************* about a purchase of a portable oxygen machine. I paid $2940.00 for a machine and an extra battery. On July 12, I spoke with ************ again to tell him that I needed a constant air machine, not a pulse machine and asked him to do a Deliver Intercept on the one on the way. He refused to do that. On July 13, I refused delivery of the machine *** Tracking Number provided on request, that states that the machine was returned to shipper on July 21, at 9:31AM Received by ****** I spoke on the phone with *********** on July 22, who stated that the funds would be back in my account in one day. On July 25, I spoke with ****** who sent me to the returns department, and spoke with ***** who said she was refunding my funds that day. On July 26, I spoke with ***** who sent me to ***** in customer service who said that it takes 3 to 5 days to check the equipment in, and then it would take a few days for the funds to show ** in my account. On August 1, 2022 I contacted my bank and filed a claim on the debit card purchase. On August 3, they refunded $2176.26 to my bank, which is $768.74 less than my payment of $2940.00. I have heard nothing from them since. I would like the rest of my money. The documents I received (can provide) stated that they would give a full refund if not satisfied. It is a shame that they lost a sale of a much larger piece of equipment I had wanted as my husband's doctor said he would need after being hospitalized again at the start of this whole purchase.
Business Response
Date: 08/17/2022
I do thank you for contacting us about your recent purchase with us.
Our return policy states that when a patient returns a unit within days 1 to 5 they
are eligible for a full refund (MINUS SHIPPING COSTS) returns done from day 6 to 30
are eligible for a refund minus 25% restocking fee and shipping costs. After
looking into your account and reviewing all pertinent information I do see
that you were not informed adequately. With that being said, I will go ahead
and request that the 25% restocking fee in the amount of $723.75 that was
deducted from your refund be refunded back to you. I do thank you for
choosing LPT Medical and am sorry that you werent satisfied with the
unit you received. 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 MedicalCustomer Answer
Date: 08/17/2022
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:08/12/2022
Type: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 May 16th, LPT Medical was paid $90 for round trip shipping for my O2 concentrator for warranty repair. LPT emailed me the shipping label and the machine was shipped the same day. After a month, I called LPT to get an update because I needed the machine back within two weeks for a flight I was taking. **** at LPT told me the machine can be fixed in time for my flight but *** ground was too slow. She said if I paid an additional $70 they could ship it overnight but that *** wouldn't guarantee it would arrive the next day. I called *** and was assured it would arrive much faster going over night air rather than sending it ground. The $70 shipping upgrade fee was paid on June 17 with ************** that it would be shipped air but with no guarantee it would arrive in one day.My complaint is that it was shipped ground and LPT acknowledged they know it was shipped ground and that *** didn't charge them for air freight, yet LPT doesn't think they should refund the $70. For some strange reason they feel it is proper to charge and not provide a promised service I asked to speak to a supervisor and was told that none were available but somebody would call me later. Nobody ever called me. I can upload documents, but the facts as I layed out are not disputed by LPT. The only dispute is LPT feels it is proper to charge people for services that they don't provide and I think it is immoral and illegal to charge fees and not provide the promised service.Business Response
Date: 08/16/2022
I do thank you for contacting us about your recent purchase with us.
After looking into your account and reviewing all pertinent information I do see
that you were not informed adequately. With that being said, I will go ahead
and request that the amount of $70.00 be refunded back to you. I do thank you for
choosing LPT and am sorry for the confusion. 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 MedicalInitial Complaint
Date:08/09/2022
Type: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.
Originaly l asked for a small concentrator which one would be able to attach to the body in order to have free hands to accomplish work. The one l received was not that but l kept it because l didn't know l could return it in 30 days. l was sent another which still wasn't what l was requesting and l didn't want to go on with this company. l returned it within the 30 day policy but was not refunded the entire purchase price and when l inquired about that l was told there is a 5 day window to return it or there is a 25% restocking fee.Of course, the 5 day window was never mentioned. Just going back and forth in the mail would be more than 5 days. In other words, it is probably impossible to meet such a requirement and l'm sure thats what they are working with. The amount of money they kept is half my social security check which is what l live on. They were not impressed with that at all in fact l found them to be particularly cold blooded in the manner in which they dealt with me.Business Response
Date: 08/10/2022
I do thank you for contacting us about your recent purchase with us.
Our return policy states that when a patient returns a unit within days 1 to 5 they
are eligible for a full refund (minus shipping) returns done from day 6 to 30
are eligible for a refund minus 25% restocking fee and shipping costs. After
looking into your account and reviewing all pertinent information I do see
that you were informed adequately. Attached you will find your signed Return and Exchange policy from 10/29/21.I do thank you for choosing LPT Medical and am sorry that you werent satisfied with the
unit you received. 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 MedicalCustomer Answer
Date: 08/10/2022
Complaint: 17692979
I am rejecting this response because: l saw no response to read. Please instruct.
****************************************************Customer Answer
Date: 08/15/2022
Complaint: 17692979
l
I am rejecting this response because: l'm saying they have devious methods. They send Product not ordered or rather not what you order so of course it has to be returned. They mention often about the thirty day return but not the 5 day return which l still say is imPossible to comPly with. Did not mention l could trade it for another and not Pay 25%. Not customer caring. Most of their customers are eldery with not a lot of money--looks to me we could be dealt with better. That's your name and why l contact you.
****************************************************Initial Complaint
Date:07/25/2022
Type: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.
July 6, 2022 charged $3040.00 for oxygen concentrator from LPT Medical Invoice #**********.Company committed in writing to a 100% refund if I notified them 0-5 days after arrival. Notified ****, sales person, the day after arrival that I wanted to return. Said he had a more expensive unit but had obtained approval to sell it for same price.The day after it arrived I notified him I wanted to return it. He said I hadnt given it enough time, I needed to take the weekend, don't worry about sending it back since it was Saturday no one was there anyway, the cover would make it quieter, use it more because it had to adjust to the environment. He kept saying I needed to use it more and call him Monday. (Note: if I exceeded 10 hours I wouldnt get my refund either, which he neglected to point out as he encouraged me to use it - a couple more DAYS.) I met all stipulations in the exchange policy: 0-5 days upon arrival, original packaging, not used in smoke-filled environment and run fewer than 10 hours. I was to pay shipping, but then I was told I also had to insure it (additional cost to me). Monday **** said I needed to talk to manager. Put me me on hold over 45 minutes- I ended the call. Called back, sent to customer service, **** said I WOULD be charged 25% restocking fee of $760.00 because the 0-5 days was ONLY ON THE FIRST MACHINE. AFTER THAT I HAD EXCEEDED THE 5 DAYS! She simply said it was company policy. Following her "policy" the second machine then, had exceeded the 5 days before it even arrived!! **** still pushed to replace and then encourage me to use it alot. **** made NO effort to help or look into the issues I outlined. Based on misrepresentation of written return policy, the deceitful effort of the sales rep to get me to violate the return policy and the complete lack of adequate explanation or effort to help resolve the situation by the customer service I want the full amount of $3040.00 returned to my credit card.Business Response
Date: 07/28/2022
I do thank you for contacting us about your recent purchase with us.
Our return policy states that when a patient returns a unit within days 1 to 5 they
are eligible for a full refund (minus shipping) returns done from day 6 to 30
are eligible for a refund minus 25% restocking fee and shipping costs. After
looking into your account and reviewing all pertinent information I do see
that you were not informed adequately. With that being said, I will request the full amount less the shipping fee be refunded back to you in the amount of *******I do thank you for choosing LPT Medical and am sorry that you werent satisfied with the
unit you received. 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 MedicalCustomer Answer
Date: 08/05/2022
To Whom It May ******* -
I received an email Aug 4 informing me that my case was closed since they had received no response from me. I did not receive any previous email regarding the response from LPT so I was not aware that LPT had responded. I am requesting that you please keep the case opened.
My response is that I will accept the payment of $2995.00 from LPT.
Thank you so much for your time and attention to this complaint. I greatly appreciate the support and help you all have provided. This company has caused unnecessary stress and worry to me, the customer that they are supposed to be in the business to help. Glad to have the BBB!
****Customer Answer
Date: 09/21/2022
Hello - I am writing today to request that this case be reopened because I have not received the refund from LPT Medical . From my recent conversation I understand you were waiting for a response from me but I never received an email. I have been out of the country and beofre ******************** 12 the case was settled. Unfortunately I come back to discover that there is no refund. Thank you so much for your continued attention to this matter. It has been very stressful to both my wife and me. This is a lot of money.
Again, thank you so much
*****************
Business Response
Date: 09/21/2022
Hello ****, I do see that you were refunded on 08/01/22 in the amount of *******. That being said, it should have been the total of *******. I have requested the remaining ****** to be refunded immediately. Please accept my apologies for this miscommunication. Thank you.Customer Answer
Date: 09/26/2022
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.What is a reasonable amount of time to wait for the refund before I contact you again?
Sincerely,
*****************Customer Answer
Date: 10/17/2022
Hello again - First, thank you again for your perseverance with me to take care of this matter that has been ongoing since July. Despite their promises, I am writing again to say that LPL Medical still has not refunded the credit of $748.75. In the email dated September 26, 2022 they responded for the second time that they would do so immediately.
This continues to be an ongoing cause of much stress and anxiety for both my wife and myself and again I thank you for your support and help.
Sincerely,
*****************
Business Response
Date: 10/18/2022
Hello ****, after looking in to your account I see you were refunded on Sep 23, 2022 | 2:31 p.m.
Refunded
20051A
$748.75Customer Answer
Date: 10/21/2022
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:07/25/2022
Type: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 08-05-2021 I purchased ********** portable oxygen concentrator with 2 batteries. Last month one of the batteries (serial number: ******************** fails to work properly. It shows 100% charged, but will not run the oxygen concentrator. I have contacted LPT Medical via their support, as well as directly with *********************, they do not acknowledge my emails much less respond to the warranty claim. Attached is my sales receipt showing the warranty period of the battery in question.Business Response
Date: 08/09/2022
I do thank you for contacting us about your recent purchase with us.
After looking into your account and reviewing all pertinent information I do see
that you did in fact have a warranty at the time you were trying to contact LPT Medical. Please call ************** at your convenience we would be happy to set up a warranty exchange for your battery.I do thank you for choosing LPT Medical and I am sorry for the inconvenience. 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 MedicalInitial Complaint
Date:07/23/2022
Type: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.
We purchased a concentration mech from Lpt medical. Problems started happening. I called and was told to reset the unit. This did not work called back and was told I needed to spend 95 dollars to send it in . I spent the money and still no help. I call back and was told that it's my fault that it was not picked up. I need this mechanism to survive. I'm on a twenty four seven. Lot medical could care less, only the moneyBusiness Response
Date: 07/25/2022
I do thank you for contacting us about your concerns with your recent purchase with us. 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 and the best possible customer service. After review of your account, I do see that your unit is scheduled to be picked up today for repair. I do thank you for choosing LPT Medical. 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 MedicalInitial Complaint
Date:07/20/2022
Type: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 talked to a sales rep. on the phone. I told them I had pulmonary fibrosis and need oxygen. The sales rep said and also on the web site that I could buy the unit and if I returned it within 30 days I would get a refund. never in person or on the web site did they state there would be a 25% re stocking fee.( appx $700.00). I was only told this when I tried the unit and it did not work with my disease and breathing requirements. Had they told me or it was in their return policy on the web I would not have purchased it.Business Response
Date: 07/21/2022
I do thank you for contacting us about your recent purchase with us.
Our return policy states that when a patient returns a unit within days 1 to 5 they
are eligible for a full refund (minus shipping) returns done from day 6 to 30
are eligible for a refund minus 25% restocking fee and shipping costs. After
looking into your account and reviewing all pertinent information I do see
that you were informed adequately. You did in fact, electronically sign the Return and Exchange policy on June 10, 2022I do thank you for choosing LPT Medical and am sorry that you werent satisfied with the
unit you received. 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 MedicalInitial Complaint
Date:07/14/2022
Type: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.
LPT MEDICAL KEEPS CALLING AND EMAILING ME TO BUY AN OXYGEN MACHINE. I HAVE UNSUBSCRIBED FROM THEM AND HAVE REPLIED TO THEIR EMAIL THAT I AM NOT INTERESTED YET ******************************* KEEPS CALLING AND EMAILING ME HARASSING ME.Business Response
Date: 07/18/2022
Thank you for contacting us regarding your concerns. We apologize for the inconvenience we have taken the appropriate measure to ensure that you will no longer be contacted moving forward. Thank you LPT MedicalCustomer Answer
Date: 07/18/2022
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,
*************************
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