Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had an active prescription for a life saving medical device since 11/11/21. After one year of not receiving the ***** I was told on Sep 22, 2022 "As soon as we get the latest model of Cpaps in you will be taken care of." It was their recommendation to wait for the newer model.Jan 5, 23, I requested another update on the status the prescription fill. No answer was provided. On Jun 5, 2023, I requested an update.On August 2, 23, I called Bill, the owner and he told me the Airsense 11; newer model would be released this quarter. I emailed ******** to confirm this was true. Here response on the same day, Aug 2, 2023 was "The latest updated we have received from Resmed is that the 11's will be off of allocation and available to all vendors at some point in the second half of the year, but they have not specified anything more definitive yet. They have also since told us they are scaling back production of the 11's significantly and will be producing more 10's in the coming months, so I am not sure how that will effect their original timeline." Later that day, "We have had the 10's in stock for nearly a year now. If you would like to get a 10, please let me know and I will contact ******************* for an updated prescription."I responded "Please get me the 10 now as you say you can do. I am also going to file a grievance with ******* on the inability for you get the the 11. Maybe if they see the grievance they can help in some way, or change vendors that can service their clients. My Mother got her Airsense ************************************************************ It really is unacceptable, and hope ******* can help your company once the grievance is submitted. Please let me know when the Airsense 10 will be delivered."******** responded: While we do have the Airsense 10's in stock, it wouldn't make sense for us to fill an order, just for you to turn around and file a grievance against us for doing so as you have stated you intend to do.

  Business response

  09/13/2023

  This response was taken verbally with the BBB:

  We have addressed this with the consumer on multiple platforms and made multiple offers. At this time due to the consumers abuses we have parted ways. 

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was the one that had made an offer for Apollo Medical to provide me what they have in stock.  The owner, ****, is the one who was telling from the beginning to wait for the Airsense 11.  He continuously told me they were coming next quarter for almost two years.  I will provide the email chain of events covering almost 2 years.  I was not abusive to any of the staff and in the last email, I told them I wanted the Airsense 10 they had in stock and that I would file a grievance with ******* and hoped they would help the company, and that is when he refused and said I was abusive.  See email below sent on Aug 2, 2023:

  "Please get me the 10 now as you say you can do.  I am also going to file a grievance with ******* on the inability for you get the the 11.  Maybe if they see the grievance they can help in some way, or change vendors that can service their clients.  My Mother got her Airsense ************************************************************  It really is unacceptable, and hope ******* can help your company once the grievance is submitted.  Please let me know when the Airsense 10 will be delivered.

  I had waited for 2 years for a medical necessity, and **** had continuously put me off saying next quarter, and when I asked for what he had in stock with the Airsense 10, he refused.
  
  Sincerely,
  
  *******************************

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