Complaints

This profile includes complaints for COPD Respiratory & Mobility Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  COPD Respiratory & Mobility Solutions

  600 East Carlson Street, Cheyenne, WY 82009

  
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  COPD Respiratory & Mobility Solutions

  600 East Carlson Street Suite 101 Cheyenne, WY 82009

  

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:05/01/2023

  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 originally purchased a oxygo next on May 10th 2021 for $2195.00, I started having problems with it and took back to COPD they told me it was a bad battery, I got a new battery on 7/7/2022 for $495.00. I started having problems again, not charging or turning on same problems as before. I took it back to COPD they repaired column pairs for 132.50. It worked for a little while, but then in December2022 i had to purchase a new battery as they said it was a bad battery. They replaced it under warranty. I am having problems again with not charging or turning on. I emailed COPD last week and havent heard back yet. To me it is clearly a bad unit and not the battery.

  

  Business Response

  Date: 06/01/2023

  from: *************************** <*****************>
  to: "*****************************************" <*****************************************>
  date: Jun 1, 2023, 3:16 PM
  subject: Case#******** response to dispute

  To whom this may concern,
  
     This individual originally purchased a Portable Oxygen Concentrator Machine through us on May 10th 2021. For $2195.00. We then received notice through BCBS insurance to issue a refund that they were covering this for him. A check was issued to him for this refund on 8/11/2021. He then brought the machine back in on 10/21/2022 stating it needed to be serviced again, my technician looked it over and diagnosed free of charge since he originally got this machine through us, the machine was diagnosed to be needing new columns we ordered these for him on 10/21/2022, however they took slightly over a month before we received them. When we sent it off, he also made us aware that he bought a new battery from somewhere else in case it was that and that battery didnt work either. Since he didnt purchase this through us, we have nothing regarding the faulty battery. We only have record of the battery he was given when he bought it. If you would like this documentation, please provide a fax number and we would be happy to send a copy. The columns he was needing arrived to us on 11/29/2022 and my technician replaced them the same day, we contacted him that day for him to pick up the machine. He came in on 12/01/2022 picked them up and paid $132.50 in office. Then on 04/28/2023 this individual contacted our Respiratory Therapist through email stating he was having issues with his OxyGo unit again, it wasnt turning on or charging, and insisted it couldnt be the battery again. My Respiratory Therapist reached back out to him first thing the morning of Monday 05/01/2023 he apologized for this inconvenience, and reassured him that it is under warranty still so his cost should be nothing and we could send it in expedited, however they have a window of ***** weeks to fix these machines. The individual brought the machine back in office on 5/15/2023, we sent his machine off this same day and received a repair number on 5/22/2023. This individual does not receive any other oxygen therapy through us and we have been helping him to the best of our capabilities. We have emailed our representative with OxyGo to get and update on his machine as of 5/11/2023 when this complaint was received by our office and we still havent heard back we will reach out again, however the only way his machine could be replaced is if he bought a new one due to his current still being under warranty and we can not run them through insurance unless we do as done prior with a refund so he would have to pay that up front until the insurance payment makes its way to us then we could refund him.
  
  Thank you,
  Lyrick ****************
  General Manager
  COPD Respiratory and Mobility
  ************ Phone
  
  ************ Fax
  
  www.copdcheyenne.com
  
  ***************** Email
  
   
  
  COPD Confidentiality Notice
  
  This message is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is proprietary, privileged, confidential, or otherwise legally exempt from disclosure. The contents of this message are the copyrighted material of COPD Respiratory Services, LLC.  If you are not the named addressee, you are not authorized to read, print, retain, copy, or disseminate this message or any part of it. If you have received this message in error, please notify the sender immediately either by phone *************) or fax *************) or reply to this e-mail and delete all copies of this message.

  Customer Answer

  Date: 06/06/2023

  Complaint: 19999774
  
  I am rejecting this response because:

  They provided incomplete and partial information. While they did refund me the $2195.00  they then rebelled me for $732.60 which I paid by check #****. I then got a *** from my insurance stating that they allowed $73.26 as the patient responsibility not the $732.60 I had paid. I have attached proof of payment and the *** from the Claims adjuster.  But my main concern is being left without oxygen for such a long time and the effect it is having on my health. Since struggling with and inconsistent working unit i have been diagnosed with erythrocytosis or thickening of blood which lack of oxygen is not helping this condition. The unit would not even function while plugged into an outlet. This is why I know it had nothing to do with the battery I bought. I ended up buying the battery from someone else because of the lack of assistance i received from COPD. I became so frustrated with the lack off assistance from COPD that i contacted ******** to see about getting help and answers. They were helpful in giving me the advice of where to purchase a new battery and I don't even have service with them. 

  
  Regards,
  
  *********************

  *************

  

  Business Response

  Date: 06/20/2023

  from: *************************** <*****************>
  to: "**************************************" <**************************************>
  date: Jun 19, 2023, 3:23 PM
  subject: Case#********

  We have emailed our representative with OxyGo to get and update on his machine as of 5/11/2023 when this complaint was received by our office and we still havent heard back we will reach out again, however the only way his machine could be replaced is if he bought a new one due to his current still being under warranty and we cannot run them through insurance unless we do as done prior with a refund so he would have to pay that up front until the insurance payment makes its way to us then we could refund him. We never received a response from OxyGo with an update on his machine after reaching out 3x. However, we received his machine back on 6/16/2023 and called him to pick it up. He will be in to pick it up on 6/20/2023. We called this individual to let him know we received his unit back and it had been fixed, we expressed gratitude for his patience, and he was very understanding of the wait time, and everything it took to get this machine back and fixed. We are no longer selling OxyGo units due to the time we have had to wait even with expediting things for our patients and the other miscellaneous issues we have had with them and their machines. However, we still try our best to do everything possible for our patients especially those with OxyGo units to provide the best care possible. We apologize for the inconvenience and just request patience as we are always trying to provide the upmost of cares to all of our patients.  
  
  Thank you,
  
  Lyrick ****************
  Intake Specialist
  COPD Respiratory and Mobility
  ************ Phone
  ************ Fax
  www.copdcheyenne.com
  ***************** Email
  
  COPD Confidentiality Notice
  
  This message is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is proprietary, privileged, confidential, or otherwise legally exempt from disclosure. The contents of this message are the copyrighted material of COPD Respiratory Services, LLC.  If you are not the named addressee, you are not authorized to read, print, retain, copy, or disseminate this message or any part of it. If you have received this message in error, please notify the sender immediately either by phone *************) or fax *************) or reply to this e-mail and delete all copies of this message.

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I was disappointed that the repairs were not covered under warranty. And my battery was not working so it was returned to where it was purchased to hopefully be covered by warranty there.   
  
  Regards,
  
  *********************

  Customer Answer

  Date: 07/11/2023

  from: ******************* <*********************>
  to: "*****************************************" <*****************************************>
  date: Jul 11, 2023, 3:01?PM
  subject:
  
  I had thought this complaint had to a solution but my Oxygo next already has issues and I have been in touch with ***** at COPD in ******** with out a serious solution. ****************;

  Customer Answer

  Date: 07/12/2023

  from: ******************* <*********************>
  to: Better Business Bureau <*****************************************>
  date: Jul 12, 2023, 4:14 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  They are saying they have permission to send it in to repair again but won't commit to it being under warranty, I just paid $277.88 and it will not even power on with the power cord? They say it is the battery connector ,it should at least turn on . Thanks *********;

  

  Business Response

  Date: 08/01/2023

  Good Afternoon ****,

  We apologize for the late response as we have been awaiting responses from Oxygo regarding your unit. Our contract has expired with them and we have decided not to renew it due to issues our patients and us as a company have been having with their services. Due to that we are longer servicing or sending off any Oxygo units purchased through us or not. We have researched and found a company in *********, ******** that is still doing these repairs. They allow for machines to be sent in and or dropped off, and they will fix and service them. This company is ****************************, and a good number to reach them at is ************. We have emails from Oxygo with some suggested things that maybe going wrong with your machine and as to why it is not covered under warranty that we can provide upon request. Thank you for allowing us to service you in the past and we wish you well, and hope that you can get this fixed for you going forward with ****************************.

   

  Thank you, 

  Lyrick O'Bryan 

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business. I am only accepting this response because it seems there are no other options at this time. COPD has had adequate opportunities to make this right and have failed to do so.  I would like to have all information and emails from OXYGO emailed to me or mailed to my home. 

  
  Regards,
  
  *********************