Complaints

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My primary care doctor that ordered my sleep test passed away. I was put on a bi-pap machine with supplemental oxygen. The bi-pap machine was recalled by Philips and the oxygen machine was useless. I tried to return the machine to Barry Latham's Drug and they refused it. I explained I was not using it. I've not seen anyone concerning sleep apnea since my pcp passed away and the Philips bi-pap was recalled. Barry Latham's Drug refused to take the worthless machine back even after I explained on several occasions all the issues. Instead they attempt to extort money from me and have now resorted to contacting people on my emergency contact list. I was told that information is protected by hippa.

  Business response

  07/18/2022

  July 14, 2022
  To whom it may concern,
  
  The BiPap recall is being handled by the manufacturer and the provider. Barry Latham's Drug DID NOT provide his BiPap machine.
  As for the oxygen concentrator, we stand behind our equipment, if it had failed Mr. ****** had only to contact us, and we would have repaired or replaced his concentrator.
  We have no record of Mr. ****** wanting to return his oxygen concentrator. If he had, we would have informed him that we needed a discontinue order from his doctor. I understand that his doctor had passed, surely, he has a new doctor that would discontinue his oxygen concentrator if warranted.
  By law we cannot accept return on oxygen concentrators without a doctor's order to discontinue as it is a life saving device.
  We have tried to contact Mr. ****** and have left many messages on his answering machine. His sisters phone number is indeed in his contact list and I called her and requested that Mr. ****** contact us.
  I find it coincidental that only after I reached out to his sister (on July 6th) to please have him call us about his past due account that he STILL does not contact us but files a BBB complaint on July 10th. I guess we'll see him in court.

  Customer response

  07/18/2022

  I am rejecting this response because: I attempted to return this machine. When I tried to return it I had a zero balance.
  I would like to see a contract signed by me saying I agreed to pay for this machine after I stopped using it. 
  Also I will contact my insurance company. I've found out from other past customers I am not the 1st to have this type issues. 
  Seems medicare and at least one local assisted care customer had similar issues. 
  

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