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:01/14/2025

  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.

  I had issues getting the correct equipment from them. I was in contact with the owner and given his personal cell phone number. Once equipment was sent, not everything was included but also included trash from a peanut butter lunch cake. We have a Peanut allergy in my house when i tried reaching out the business number had been disconnected and the owner refused to respond. I am now receiving invoices for $135 stating I still owe them money for these incorrect items. the number on the invoice goes straight to a VM that is full.

  Business Response

  Date: 01/21/2025

  According to our records, the patient received CPAP supplies on January 24, 2024. After the supplies were mailed, no complaints were reported to our office until this recent communication. At no point prior to this complaint were we made aware of any issues regarding the equipment being incorrect.

  Regarding the phone issue, our corporate office, warehouse, and after-hours phone system were destroyed in a fire in mid-August 2024. This unforeseen event required us to relocate to a new location, which necessitated changes to our phone service and obtaining new business phone numbers. The phone company has encountered challenges in transferring our previous business numbers to the new location. However, both our team and the phone company are actively working to resolve this issue and ensure the successful transfer of our old numbers.

  It is important to note that from January 2024 through mid-August 2024, all of our contact information remained the same, and no complaints were received from the patient during this time as far as we are aware.

  Finally, with respect to the outstanding $135 bill, this amount reflects the deductible the patient is responsible for under their insurance plan for the 2024 coverage year, which resets annually in January.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  a fire in aug would not explain why the phones were disconnected in Feb when I tried calling to follow up with this.  Also, I sent the attached text messages to the owner showing my issues.  I had been in contact with the owner prior to our order being placed because we were having such a hard time getting supplies shipped out.  I was told at that time by the owner about issues within the company, that is why he gave me his cell phone number.  Also at this point, the number on the invoices I am receiving do not allow you to talk to anyone, only telling you the mailbox is full.    After sending text messages and not receiving a response along with the phone number being out of order, I had no way to follow up with a company that came off as closed.  If I had a way to contact someone at that time I would had taken care of the issue, not a year later like the invoices being sent to me are.   We had received items from your company a few times and besides the first couple orders never received an invoice for anything the insurance didn't  cover, so I had no way of knowing that there would be a bill needed.   At this point, your company has also added a late fee to the account.  
  
  
  
  Regards,
  ****** ******

  Business Response

  Date: 02/26/2025

  This is company Life Guard Inc. regarding complaint ID *********, we have an email from the BBB that our resolution didn't meet the consumer's request, but we actually did exactly what the consumer wanted it just hasn't reached her in the mail yet. We sent her a letter out yesterday resolving this issue.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Untill I actually receive the letter in the mail I would like to keep this open.   I have had too many issues of this company saying what they think you want to hear.  Once I am able to review the letter I can go from there. 
  
  
  
  Regards,
  ****** ******