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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
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.
Purchased 04/04/2024 InogenOne G5 Portable Oxygen Concentrator Bundle The machine began showing symptoms of failure soon after delivery. I have called the company MULTIPLE time and most often can not connect or if answered, I get a person who knows nothing about the concentrator. Finally they let me send it back at my expense on Oct ******* and I haven't heard a word from them. I want a FULL REFUND OR A WORKING NEW CONCERTRATOR ASAP!! I have all the evidence to back up this claim.
Business response
11/19/2024
Customer sent in unit for evaluation / repairs and we received said machine on Oct 23, 2024. The unit purchased holds a 2 year manufacture's warranty. With all manufacturer's warranties, the machine needs to be sent to our facility, then forwarded onto a manufacturer approved certified repair center for repairs. At these repair centers, lead times are unfortunately out of our control as they have a variety of parts that are possibly on back order, all lead times are determined by these repair centers, and how many machines are queued.
The customer agreed to our terms and conditions at checkout, prior to placing the initial order. This includes agreeing to our warranty process as well.
We are happy to report that the repairs have been completed and the customer's machine is currently in transit being returned to the customer.
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
brought a portable concentrator for our father in less then a year it doesn't work anymore he can not leave the house because he's on oxygen 24 hours a day it was sent to the company over a month ago and we still don't have an update they say they behind on repairs that they don't give out loaner back that its going to take till around aug to fix they do not care about my dads health we have call numerous times the name is Direct Home Medical something needs to be done also the unit he has is being discontinued so I don't know if the unit can be fix
Customer response
06/12/2024
file a complaint on 06/08/24 received a phone call on 06/10/24 from a ****** about it its about my 87 year old dad that brought a portable oxygen unit a year ago its not working there say that its going to take 14 to 18 weeks to look at and to fixed it she said that he needs to do what ever he needs to do to get one untill his is fix they don't give out loaners but on 4/3/23 there's another complaint about the same thing the time that it takes to fix they were offer a loaner that they turn down what she told me was for my dad to stay home on his home oxygen he wont leaver the house without his portable unit I cant believe she would say that then she tells me she didn't say that and if I was done talking to her some way of customer service stay away from them
Business response
06/19/2024
The customer's relatives contacted us on 4/23 in regards to warranty service on a machine that was purchased with our company. As our warranty team was reviewing the warranty information and lead times, the customer was made aware several times throughout the process thereafter, that the lead times with the repair centers were running ***** weeks due to shortage of parts, and the intake of machines they had to evaluate.
We have since been in contact with the repair center, and they have an estimated completion date of Tuesday 6/25 at which the repaired unit will be delivered our location, we then confirm all complaints within the unit have been repaired, and we then return back to the customer.
Customer response
06/22/2024

Complaint: 21823673

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

*********************
Customer response
06/22/2024
Thats all we wanted was for them to contact the repair shop to see if they have a better time frame and now they say that they do the person I talk to ****** was very rude and did not care that my dad can not leave the house without his machine ****** told me that my dad just needs to stay in his house and not leave until its fixed she should not have a job there that company just wants to sale there items and does not care about the person that needs it to stay alive I cant believe the way she was talking to me about my 87 year old dad so beware of that company
Customer response
06/27/2024
Can someone call me I sent my response want to make sure you received it thanks ************
Business response
06/28/2024
The repairs have been completed and the machine has been returned to the customer as of 6/28. The estimated arrival per *** is for Monday, 7/1.
Initial Complaint
02/22/2024
Complaint Type:
Delivery Issues
Status:
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.
Order placed 2/11. No response from company. Items not arrived. Delivery should have been sent and or received by now. I am unhappy concerning this situation.
Business response
02/26/2024
Customer was contacted, and order has been canceled and refunded back to original payment method.
Initial Complaint
01/24/2024
Complaint Type:
Delivery Issues
Status:
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.
On January 19, 2024 I placed a supply order for Phillips Dream Station 2 filters and a Phillips Dream Station mask. I received an email on January 22, 2024 that the package was delivered on January 22, 2024, but to my old address. I had updated my address to reflect the current on their website. I sent DHM an email for them to contact me. They never contacted me. I was finally able to get in contact with them via phone call, but they informed me that it was my problem. They said they would call me back after speaking with their supervisor, but I have not received a call back. I want a refund or the another package sent to my current address. This has happened twice now.
Business response
01/25/2024
Customer logged into their customer account and placed said order on 1/19. The customer then received an order confirmation by email. The parcel then shipped later that day, and the customer was sent a 2nd email notifying them the package was now in transit with the delivery and tracking details. On Jan 22nd an email was sent to the customer that their order had arrived. At this point, the Customer then contacted us on Jan 23rd, notifying us the order was shipped to the wrong address.
The customer received 3 emails in regards to this order with the shipping information visible. Not once did the customer notify us the address was incorrect. This must be due to an auto fill setting on the customer's computer or credit card, as the information is not within our system.
If the new residence return the package to our facility, we'll be happy to refund or reship to the customer. However at this time, we shipped the item to the customer to the address that the customer selected or approved, during the checkout process.
Initial Complaint
09/07/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with this company for CPAP filters and a CPAP mask. I received the filters, but not the mask. I reached out to the company via email but got no response. I tried calling several times, but was unable to stay on hold (more than 20 minutes) due to my work schedule. When I get off they’re closed. My mask status shows pending when I check the order status. It’s coming up on a month now since the order and the company ignored my emails.
Business response
09/07/2023
Customer placed an order with us on Friday August 18th, after normal business hours. The order was then processed with our shipping team on August 21. While processing, the mask ordered went temporarily out of stock, as we awaited inventory from the manufacturer. Therefore the customer had 2 shipments. The first shipment was mailed on August 21, and the 2nd mailed on August 24. We have not received any emailed correspondence from the customer, from either of their 2 emails. We do have a long phone queue which also prompts customers for a call back, rather than waiting on hold for a service agent for assistance. The call back feature keeps their place in line and we return all call backs before the end of business day.
At this time both orders show a successful delivery, and we have not heard otherwise from the customer.
Customer response
09/07/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: Contrary to what the business states, I initiated emails through their email us contact form and they did NOT respond to any of them. I have not received anything except filters. It would have been fair if the business had advised the mask was out of stock so I could have placed the order elsewhere. I expected more from the business considering my experiences in the past prior to this issue have been positive.

Sincerely,

******** *****
Business response
09/08/2023
We do apologize if the package with the mask has not arrived. We'll be happy to open a missing package investigation with our USPS representative, as the package shows delivered to the required destination. However, again, we don't show any email correspondence regarding this shipment. We'll be in touch with the customer directly, to their gmail.com email account once the investigation has been complete.
Customer response
09/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will work with the business to resolve the issue.

Sincerely,

******** *****
Initial Complaint
07/05/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a Resmed Air Mini that had a 15 night try or return. What they tell me is I have to try within 30 days even though the product page doesn’t indicate this. I didn’t use the product until I actually traveled. They will not refund me based on the within 30 days of purchase. It says money back guarantee 15 nights risk free. I only used it 10 nights.
Business response
07/11/2023
Customer purchased CPAP Machine from us on Feb 4, 2023 and the order then shipped on Feb 6, 2023. The parcel was delivered on February 8th, 2023. The machine purchased included a 15 night risk free trial with a 2 year manufacturer's warranty. During the 15 night risk free trial, the customer is able to return the product to us for whatever reason within 15 days of receipt, that being said, you are not able to use the machine on 15 occasions over a five (5) month period, then decide to return it. You have 15 days to determine if this is the right equipment for your needs, and if not, we'll accept a return of said item within the said trail period. We're sorry to hear the customer is not satisfied with the product, however, we are now well outside of the 15 Night Money Back guarantee agreed upon during checkout in accordance with our return policy.
Customer response
07/11/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because:
I purchased this specifically for travel I used it for 10 consecutive nights in June The product says 15 nights risk free You should honor this since it’s specifically risk free and not subject to your 30 day period
Sincerely,

***** *******
Initial Complaint
05/16/2023
Complaint Type:
Product Issues
Status:
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.
DHM - Writing to inform you of the FALSE ADVERTISING of this product. There is no way that theyre kink and crush resistant. These hoses are the worst I have ever encountered. I'd like to get a full refund and you can have the other two sets that I have not opened. These hoses are a hazard and very likely to cause fall injuries. I will be logging a complaint on the BBB website. WestMed PURPLE Kink & Crush Resistant Oxygen Supply Tubing - 50 Foot Package: WM0055 - Purple 50 Foot Oxygen Tubing HCPCS Code: A4616 Shipping: FREE Ground Shipping (6-8 Days) - We ? You!: $0.00 Sales Tax: $0.00 Paid in Full: 01/09/2023 14:47:07 EST Total: $35.00
Business response
05/22/2023
We haven't had complaints from other users about this tubing, however we're happy to refund the customer due to their experience.
Initial Complaint
04/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have a simplygo concentrator purchased new. Quit working will under warranty so the had me return it early Feb 2023. They said today it is still waiting to be looked at and will probably be up in June for parts and repair. I continue to get ads to buy a new one for 1750.00. Now they did offer a loaner with a 1000.00 deposit. If I had extra 1000.00 I would go elsewhere. The talk like there are several broken units waiting for .repair. There must be other people like me. This is a needed medical devise but they have no sense of urgency. Purchased from direct home Medical Thank you
Business response
04/07/2023
Customer placed order for an Oxygen Concentrator from us on 12/21/2021, which shipped to them on 12/22/2021. Customer received device on 12/24/2021. We were notified by the customer around Feb 1 2023 the unit was experiencing issues, that may need to be evaluated by the manufacturer. We then completed our standard warranty form with customer, where the customer was notified of the warranty process, and approximate lead times of parts needed from the manufacturer. The machine in question was received by our returns team on Feb 9 2023. Customer was again notified that manufacturer repair times can vary widely. We again touched base with the customer on March 8th notifying them the unit is with the repair center, and in queue for evaluation / repairs. We offered a loaner unit to the customer while theirs was still in the process of being evaluated / repaired with said repair center. Customer declined a loner unit, as it required a specific deposit in order for shipment. The customer is dissatisfied with our standard warranty service process, if a unit has been assessed and it is determined that a replacement is required, this would need to be approved by the Manufacturer prior to a new unit being issued. At this time, no such approval has been received as the unit is still undergoing further testing and repair processes with the Manufacturers authorized repair center.
Customer response
04/10/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: The consumer did not indicate to BBB why they did not feel their complaint was resolved.

Sincerely,

***** ******
Initial Complaint
01/27/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a Bleep Eclipse Mask Starter Kit. I have written and called the company asking when will I receive the mask (already have part of order). The phone does multiple rings - no answers. I sent an email - no reply. I will be disputing these charges and never using this company again. I don’t care to speak to anyone. I just want my refund for the mask and the facial wipes. This is the worst medical I’ve ever had to deal with!!!!!!
Business response
01/30/2023
Customer placed order on 1/17 through our website and not with a service agent. Item customer purchased stated PREORDER directly on the website and on customer invoice. Preorder is just that, we have no inventory at this time, and all pre-orders would be first to ship once product is received. Although delayed, we did reply to customer's inquiry. I do not show the customer has left any voicemail, or phone communication for us to call back. Unfortunately, like many other companies, due to being short staffed, we have an exceptionally high call volume. We do our best to call back voicemails within 48 hours. We'll be happy to cancel and refund the order if the customer wishes, however, the item which they've already received, Bleep DreamPreps Witch Hazel Facial Pads - PN: ******, have already been shipped and delivered. We would not refund for a product that the customer has since received. The facial pads would need to be returned at the customer's expense if unwanted, which is outlined on our return policies page of our website: ****************
Customer response
02/06/2023
I have not received a phone call from anyone and I have left numerous messages that I have recorded and have proof. I only have one removal from 1-28 but nothing more.
Business response
02/11/2023
Customer stated he preferred no call back. Customer has since been refunded in full. Attached to this BBB is the return receipt confirmation. Funds will appear back to the customer's original form of payment within 2-3 business days, pending his banking policies.
Initial Complaint
01/10/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
This company lists vital medical equipment on their website as IN STOCK when it is in fact backordered. You place an order, they do not inform you that items are backordered until you inquire. They then apologize and say it was in error. However, you go back to the website and they are still listing the items as in stock.This is medical equipment that patients need to breath. Here is the specific product: ************************************************************************************************
Business response
01/16/2023
Customer placed order on 12/29/2022 at 9:58pm EST. As the order was placed after normal business hours, the invoice wouldn't have been prepared for shipment until 12/30/2022. When processing the order, we did realize one item was temporarily out of stock. As we then shipped the in stock items, the customers order invoice was marked, and also stamped, that the item would ship once available.
Unfortunately, we received a delay from the manufacturer regarding our supply shipment, due to USPS and UPS Holiday shipping schedule, we did not mark this item as back order on the website, as we anticipated receiving inventory any day. Due to the holidays and inclement weather, this caused further delays in shipping Mr *******'s order. We do realize the items we offer are classified as medical equipment, however the user should always have a back up product to use for emergency cases as well.
At this time, the item has been delivered to the customer, within 2 business days from shipment.

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