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:01/03/2023

  Type:Delivery 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 12/23, i purchased a small replacement part and paid $50 for overnight shipping as my mom was visiting and as she’s 80 years old with a heart condition and needed her cpap i wanted it here as quickly as possible
  i could understand the winter storm impacted 24 hour shipping but 5 days later is not acceptable.
  ive emailed multiple times (no response), called waited 20 min then was disconnected. i want reimbursement for overnight shipping and clarification on where the heck the item is

  Business Response

  Date: 01/03/2023

  Customer placed order on 12/23, for UPS Next Day, Saturday Delivery shipping. We shipped the order on 12/23 via UPS Next Day Saturday Delivery.  Once in the hands of the transit service, we cannot control where the package is routed to. 

  Unfortunately, this order was incorrectly sorted with UPS, and sent to a different UPS hub.  Customer emailed us on 2 occasions in total 4 times, both when were closed for the holiday.  When we returned from the holiday break, we replied to their email within 2 business days.  We immediately saw the shipment went to a different location and refunded the customer their shipping fees.

  Customer has been refunded, and has been in touch with about their shipment and delivery.
  

  Customer Answer

  Date: 01/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18646031, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/23/2022

  Type:Delivery 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.

  The beginning of august I ordered a cpap mask. I currently have a nasal one and would have like to try a full face mask but have a small face so I found direct home medical had the Air 10 small mask and I ordered it. Paid with my credit card. The next day I opened my email to the invoice to see if there was a tracking number on it. I noticed that it had an unknown address. I called them immediately and told them I did not know whose address they had listed for shipping and provided them my address. She said she would send me a new invoice which she did. Was suppose to ship in 5-6 business days. 3 weeks later nothing. No correspondence, nothing. So I called today and was told they no longer have them. I said wrll was you planning to give me my money back and he said well we may get them again at some point. Supposedly I will receive my refund in 2-3 days but now struggling with my mask I’m back to square 1. Completely unprofessional.

  Business Response

  Date: 11/25/2022

  Customer placed order on 11/7 and paid via ApplePay.  Customer then called in upset, stating we were trying to scam her. However, we have no control over what addresses customers have in their ApplePay account.  We then updated the address provided by the customer.  Unfortunately, due to manufacturing shortages, the item purchased was on back order.  Customer then called us a 2nd time upset she was not notified. The order was then canceled and refunded successfully.

• Initial Complaint

  Date:10/11/2022

  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.

  Direct Home Medical sold us an unsafe product - which was confirmed by our **** ****** doctors - that is the subject of numerous lawsuits
  In order to return the product, you forced us to go out of pocket pay $37.59 to ship it). The result is that we went through the trouble of purchasing and return the product and, in addition to our time, lost $37.59 We need to be put in the same economic position that we were in the day before we purchased the product (i.e., refund us $37.59).

  Business Response

  Date: 10/14/2022

  Customer placed an order on their own, without the assistance of a customer service agent, on 5/7/22.  Order Shipped on 5/10/22.  Shipping
  costs for the return of unwanted merchandise is the consumer's
  responsibility. The SoClean2 is still on the market, available for
  purchase both from the manufacturer, and with distributors like us.
  There are no recalls issued for this machine, and millions of people use
  it every day without issue. All pertinent information with regard to
  the machine, including any contraindications are noted with the product
  listing so that consumers can make an informed, educated decision prior
  to purchasing the item.  This customer has already tried to dispute the charge, however, when the unit was returned to our office early June, the funds were returned back to the customer for the purchase price.   As you see in the attachment, under our Returns Policy, shipping fees of unwanted items are at the customers expense.   We are not obligated to refund the $37.XX the customer paid to return the unit, as it was not defective, and in working order. 
  

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: 18183376
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Direct Home Medical sold us an unsafe product - which was confirmed by our **** ****** doctors - that is the subject of numerous lawsuits. In order to return the product, they forced us to go out of pocket and pay $37.59 to ship it. The result is that we went through the trouble of purchasing and return the product and, in addition to our time, lost $37.59. They need to put us in the same economic position that we were in the day before we purchased the product (refund us $37.59). 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/18/2022

  The customer purchased in May of 2022.  It is now October 2022, several months after the purchase.  As the customer ordered this item on their own, they were required to do the initial back round information on the item being purchased, weather it is looking at detailed information on our website, calling and asking questions to a service representative, or speaking with their Doctor to see if its a product that would benefit said patient.  We cannot be responsible if they did not do so, therefore we will not be refunding the $37.XX they paid to return the item.  At this time, their refund has been completed as of June 6th 2022. 

• Initial Complaint

  Date:09/09/2022

  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 ordered soft(flexible)1 foot tubes, and recieved hard tubes that slip off my ears easily. Will you please send me (soft) flexible tubes. My order # is DHM ****061.
  Thank You
  ****** ****** ***** ******** **********@gmail.com

  Business Response

  Date: 09/16/2022

  Customer placed an order direct on our website on 8/31/22.  The order shipped on 9/1, with USPS tracking: 9*************62422467.  Unfortunately, they were too uncomfortable for the user, as they didn't seem to fit correctly.  We've tried to reach out to this customer several times by phone and email, with no success. We're happy to offer a store credit for a new purchase if the customer returns our call or email.

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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.

  Never sent order and will not refund my money. Sent emails and called no response. Please see attachment

  Business Response

  Date: 08/31/2022

  Customer purchased an item that was noted backordered on our website when purchased. The back order notice was also included on the emailed invoice received by the customer at their gmail.com account. We have attached a copy of the invoice to this dispute and the item is clearly marked backordered. In addition we did email the customer on 7/21/22 reiterating that the item was backorder. The customer did not respond directly to this email. However, the customer did open a PayPal dispute and then closed it, when we responded that the item was on backorder. Again not indicating on whether or not that they still wanted the item when it became available. I have also attached the PayPal dispute and showing that the case was closed. The item is still not available and is on backorder, and we are happy to refund the customer. The refund has been processed back to their PayPal account. 

  Customer Answer

  Date: 08/31/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17750159, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jason Blanchard

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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 have tried to contact company several times, EVERYDAY. No one ever answers or calls me back. I received one email asking for a photo of the headgear I received. I sent a picture of what I received and reminded them I did not receive the filters I paid for either. I would like to have the correct headgear and the filters that never came.

  Business Response

  Date: 08/31/2022

  Customer was resent a replacement item on 8/15 with the following tracking number: ********************** USPS.com it was delivered on 8/18/22.

• Initial Complaint

  Date:08/01/2022

  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.

  cannot get in touch with the company. I have called,left voice mails and have sent emails,no response.I made phone calls 9/27/2020 9/29/2020. I have emailed on 9/26/2020 and 9/28/2020. Direct Home Medical

  Business Response

  Date: 08/02/2022

  We reviewed the notes around your previous order and it appears you spoke to several agents yesterday, by phone and there was also email communication. It indicates that your unit needs to come in and we have provided you a prepaid return label. 

  Customer Answer

  Date: 08/03/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17644325, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******