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:11/17/2022

  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 just purchased a filter a resivor cover for my Soclean 2 machine and Resmed Airsense 10 CAP machine. The resivor cover is not the type that I have regularly received the past 2 years.
  
  I called customer service in which the person was absolutely unhelpful and didn't answer my question. I was told a supervisor would call me in three days.
  
  Absolutely outrageous as if the cover is the incorrect version, it can ruin my CPAP machine.

  Business Response

  Date: 11/22/2022

  Hi ******

  It appears that Kristen from the SoClean Customer Care Team has contacted you and arranged for a replacement of your AirSense 10 lid adapter.  I hope this solves the fit problem you had been encountering.  If you need further assistance, please call 866-501-3705 and we would be happy to help.

  Andy M., SoClean Customer Support

• Initial Complaint

  Date:10/24/2022

  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.

  SoClean: 
  
  Two claims for SoClean appeared on my United Healthcare (UHC) medical/health insurance account:
  
  (1) UHC Medical Claim # D******034 for Dates of Service: 07/29/2022 - 08/05/2022; Date Received by UHC: 10/18/2022.  $452.46; and
  
  (2) UHC Medical Claim # D******035 for Date of Service 08/05/2022; Date Received by UHC: 10/18/2022.  $391.44.
  
  I do not recognize either.  I have no idea what they are for or why they appeared on my UHC Account.  UHC told me that SoClean submitted them to UHC.  This does not sound correct to me. 
  
  I have attached the two (2) UHC EOBs, as well as my UHC card (member ID *********). Please note that these contain confidential and personal information, including my Protected Health Information (PHI) and private Personal Identifiable Information (PII). Please handle my PHI and PII with all appropriate care. I am providing them to help with this case only, and solely to help fix these unknown claims.
  
  I did not submit them and do not recognize the dollar amounts or dates of service. Note: My last purchase from SoClean was on or about July 9, 2022, and I returned that purchase for a full refund.  (SoClean order ********* Return Auth. #********7). 
  
  I asked UHC about these two claims, and they told me that the provider, SoClean, submitted them.  Did SoClean submit these claims for me?  If so, why and for what?
  
  Can you please research on your end and let me know what these may be for?
  
  You may also contact UCH about these two (2) claims: UHC can be reached at 844-253-3950 (UHC Customer Service) and/or 877-842-3210 (UHC Provider Line). You may need to reference the two claim numbers (UHC Claim # D******034 and UHC Claim # D******035) and my UHC member ID (*********).
  
  Thank you!
  
  ******* **** ************ *** ******** *** *********** ** *****

  Business Response

  Date: 10/24/2022

  Hi *******,

  SoClean did not submit these claims.  Our records show that you purchased a SoClean 3 plus additional accessories for $421.95 on 7/922, and then a subsequent return and refund on or about 8/5/22.  The two amounts in those claims do not correspond to any purchased through SoClean, Inc.  We recommend that you follow up with UHC to resolve.  

  Thank you for your understanding.

  A.M******** SoClean Customer Support

  Customer Answer

  Date: 10/25/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18297242, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising 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.

  In December of 2022, I bought a SoClean 3 for $265.36. I spent hours on an endless phone loop trying to get help to setup the unit, but was finally successful. I have used the unit around once a month, probably 10 times so far. I had planned on using it infrequently because the activated oxygen is hard on the plastic Resmed internals and my medical provider suggested I only use it sparingly. In June, I actually had to replace the motor inside of my Resmed... unsure if related, but it was before I was allowed to buy a new unit so it came out of my pocket.
  
  The advertising states "The filter should be replaced every six months if you use your SoClean daily." Therefore, I figured I should be good for at least a year... Note that it says "should" and not "must".
  
  My SoClean 3 stopped working indicating that I need to replace the filter. I called technical support and they informed me that these filters are hard coded to expire every six months. I feel cheated... the advertising is deceptive. I never would have purchased the unit if I was told that I would have to spend $60+/year to clean my mask.

  Business Response

  Date: 09/06/2022

  Hi Mr. ******,

  Thank you for reaching out.  I agree that the language on our website is not clear, and I have asked the web team to update.  The SoClean is designed for daily use, but we understand that some users prefer to use it less frequently.  After six months, regardless of usage the filter is less effective at converting ozone to regular oxygen, so the six month expiration is a safety issue.

  My understanding is that Tricia has reached out to you by email to provide a few options to resolve your concerns.  Please let her know how she can assist.

  Thank you again for contacting SoClean.

  A. M*******, SoClean Customer Support

   

   

• Initial Complaint

  Date:08/16/2022

  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.

  In April of 2022 I purchased So Clean 3 from the company for $273.54. I did not attempt to set it up until Sunday, August 14, 2022, at which time I was unsuccessful. I followed all the steps required, and I kept getting a solid red triangle. I made several calls to customer service, each time getting a different agent. I did all the things they suggested, but still ended up not being able to run the maintenance cycle. I always ended up with the red triangle. The machine does not work at all. I have already wasted several hours trying to get it to work, to no avail.

  Business Response

  Date: 08/16/2022

  Dear *********

  I am sorry for the trouble with your SoClean device.  If it is not functioning and you would like a refund, please call the Customer Support Team at 866-501-3705 and we will be happy to issue return authorization.  In addition, we will provide you with a prepaid FedEx return label so that you may ship at no cost to you.  Thank you for letting us know.

  A. Morrison, SoClean Customer Support

  Customer Answer

  Date: 08/16/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17720569, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:08/15/2022

  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.

  I returned my unit back to SoClean within the time frame. I called and requested a check before they received the unit back. They made note of it on the account. I explained the card I had on file was no longer in use. So I gave it a couple days for SoClean to receive the package back and they said the refund was sent to my old card still apparently when I called ahead of time to make them aware that I no longer has access to it. So Kevin who I spoke to, took my new card info down and stated it would be put onto my new card instead of the old. I’ve waited and still no money. I am demanding my $348 back that SoClean still owes me, they sent it to the old card which I don’t have access to anymore.

  Business Response

  Date: 08/16/2022

  Hi Mr. ******

  I apologize for the mistake and subsequent confusion surrounding your refund.  We issued the refund to the original payment method instead of by check and are unable to reverse the transaction as the account is no longer in use.  The refund was successfully processed by the original card issuer, The Bancorp Bank (V-3505, see attached), even though the account may have not have been active at the time.  Most banks will automatically issue the refund directly to the consumer, and you should be able to contact them to ensure that this is completed.  For the bank's reference, the ARN or Trace ID is 7**********************.  The bank can track the refund with this.

  Again, I am very sorry for the inconvenience and thank you for your understanding.

  A.M*******, SoClean Customer Support

   

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: 17711521
  
  
  
  I do not accept the business's response as a resolution to my complaint because I was told by a representative that this refund was being sent to my new card on file. I don’t have the old account anymore and the bank has no information on it. I am requesting my refund sent to the Mastercard you have on file or a new machine sent back to my address. This is $348.00 that is still owed back to me. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 08/26/2022

  Hi Mr. *****

  We apologize again for the error and inconvenience.  We have continued to try to resolve through the card issuer, Bancorp Bank, trying to confirm they received the refund amount from SoClean.  We provided them with the Sales receipt, Refund receipt and the Trace ID.  We encourage you to reach out to them directly, as they are seeming reluctant to provide us with the information we need.  For your reference again, the Trace ID for the refund is 7***********************

  Thank you again for your patience and understanding.

  A. M******** SoClean Customer Support

  Customer Answer

  Date: 08/30/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17711521, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/28/2022

  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 Resmed Airsense 10 in 4/2019
  I purchased a SoClean 2 on 5/2019
  I used it regularly until 11/2019 (my cpap machine got lost so I had to purchase a new one) A few months later my old machine appeared.
  The new one started doing a big noise in 2022 and Resmed fix it.
  In the meantime I was without my machine for 60 days so I started to use my old machine and after using Soclean it started to do that noise again.
  Reading Internet, that damage is because the Ozone, and I'm out of the warranty with Resmed but it is unfair to have to waste a machine because the harmful product you sell.
  I'm seeking for a refund on the cost of the Resmed machine or fix it at Soclean expense and refund of the $276.80 i paid for the Soclean

  Business Response

  Date: 08/04/2022

  Dear Mr. *****

  I'm sorry to hear that you have had problems with your ResMed CPAP machine.  SoClean stands by it's product and is willing to resolve the issue to your satisfaction.  You should have received an email from the Customer Care Team concerning your complaint.  Please provide the require information to the Support Team, and they will be happy to assist.

  Thank you for bringing this matter to our attention.

  A. M*******

  SoClean Customer Support