American Medical Sales & Rentals

I purchased an Inogen at home concentrator on 1-16-23. The first unit was defective out of the box and after much confusion it was replaced 30 days later. I require oxygen 24/7 and my prescription is for setting number 2. The replacement unit is so loud I can't sleep with it running., American Medical Sales website states the concentrator very quiet and is 40 decibels at setting number 2. The manufacture specifications are 40 decibels at setting number two. I measured it at 62 decibels at setting number two. I returned it for their testing, at first they said they did not have a decibel meter and said their office staff put it by a desk and listened to it for several hours. They said it wasn't too loud. After I complained again they miraculously found a decibel meter. I had asked for a video of their testing and they sent a 267 kb size video showing showing 61 decibels at setting 6 and declared it was within specification. I had asked it be tested at setting number 2, as per specifications, and complained the popping noise the machine made caused it to be at 61-62 decibels regardless of the number setting. The manufacture stated to me it should not make a popping noise. They agreed to test it at setting number 2. After a week and a two more inquiries from me they now stated their meter won't measure below 44 decibels, but regardless, they declared the machine is in specifications. They refused to send a second video confirming their diagnosis, because it was "far too large of a file to send via email or text.", although their first video emailed to me erroneously testing at setting number 6 was only 267 kb in size. They have been less than candid and refuse to warranty this machine, replace it, or refund my money.

Well I have had a very hard time with my lungs and therefore have been looking for a machine to help me out. I bought the eclipse five which did not quite live up to its expectations but I must say after speaking with customer service at this company they more than accommodated me and did everything they could to make things right. I had done another review which was a little bit negative I’d like to remove it but I can’t find it but at least if you work with these people you can believe that they will help you as much as possible. Richard Bash

Hello Ms [redacted] , we regret the inconvenience that this case has caused We have issued a full refund for the rental charge and associated shipping costs

Initial Business Response / [redacted] (1000, 9, 2015/07/15) */ This customer's [redacted] unit did need servicing which is an inconvenience however, American Medical tried to make it as convenient as possible for the customerAmerican Medical offered the customer a free loaner [redacted] unit to use while his unit was being repaired but the customer did not wish to sign our loaner contract so he did not take advantage of the free loanerI asked the customer how long his unit was in for repair and he stated he thought it was two weeksThis is not a long time for a unit that has to be shipped back to the manufacturer, serviced and shipped back to the customer to be goneThere was a mix up with [redacted] on receiving back the batteries, I assured the customer that if he said he had already returned them that I would follow up with [redacted] and not to worry about thisThe customer was also upset that he was told there was no one at the company that he could escalate his concerns toI let the customer know that there is always someone to escalate to and gave him my name and number for any future concernsIt is unfortunate that the customer's unit had to go back to the manufacturer for repair but that does happen from time to time which is why these units come with a warranty and why we retain a customer service department to assist our customers when their machines need servicing Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response puts all the onus on me! The free loaner is not something normal, only if you tell them you will not pay for it up frontThe loaner agreement puts some much financial exposure on us as the client with time frames and unit condition that we elected NOT to sign the loaner agreement NOT that we didn't want a loaner! The repair reflect NOTHING on AMSR but on [redacted] themselves on their excellent response and repair time frameAMSR's delay in trouble shooting problem with replacing batteries first and then after two weeks requesting unit be sent in and then only after a week of arguing with "***" about the "FREE Loaner Agreement"I told (I think it was ***) on the phone that escalation after the fact is always easy but that during our experience "***" the manager said he was the escalation The batteries were sent back by [redacted] with tracking information showing date , where , and to whom the batteries were delivered to"***" sent an email to my wife saying we were liable for the batteries and she would have to pay for them since they were never delivered to [redacted] You can imagine what I said to "***" Final Business Response / [redacted] (4000, 13, 2015/07/24) */ [redacted] , I know we did not get your machine diagnosed properly the first time and I do apologize for thatI'm sorry that the language in our loaner contract was too strong but we can not give out loaner units with no promise or contract of the units return and condition when returnedI have addressed with [redacted] the importance of getting me involved as soon as he senses that a customer is not happy with AMSRInogen has indicated to AMSR that the batteries were not returned and I told you I would take care of it, not to worry about thisWhat else can I do to address your concerns?

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***The term gently used is just puffingSimilar to used car term creampuffThere is no way for a business to know how the item was taken care ofFeel free to sent me a list of used Gunits, hours on unit, accessory that come with it, copy warranty, pricing [redacted] @hotmail.cm

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAs long as I receive my refund within days Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/05/28) */
American Medical has resolved this issue with the customerThe original machine that they purchased new from us did have to go in for warranty work which is unfortunate but does happen from time to time since this is electronic equipmentWe
have resolved to purchase back this unit from the customer and get them into a unit that is better suited for the customer's oxygen needs

Initial Business Response /* (1000, 9, 2015/07/15) */
This customer's [redacted] unit did need servicing which is an inconvenience however, American Medical tried to make it as convenient as possible for the customer. American Medical offered the customer a free loaner [redacted] unit to use while his unit...

was being repaired but the customer did not wish to sign our loaner contract so he did not take advantage of the free loaner. I asked the customer how long his unit was in for repair and he stated he thought it was two weeks. This is not a long time for a unit that has to be shipped back to the manufacturer, serviced and shipped back to the customer to be gone. There was a mix up with [redacted] on receiving back the batteries, I assured the customer that if he said he had already returned them that I would follow up with [redacted] and not to worry about this. The customer was also upset that he was told there was no one at the company that he could escalate his concerns to. I let the customer know that there is always someone to escalate to and gave him my name and number for any future concerns. It is unfortunate that the customer's unit had to go back to the manufacturer for repair but that does happen from time to time which is why these units come with a warranty and why we retain a customer service department to assist our customers when their machines need servicing.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response puts all the onus on me! The free loaner is not something normal, only if you tell them you will not pay for it up front. The loaner agreement puts some much financial exposure on us as the client with time frames and unit condition that we elected NOT to sign the loaner agreement NOT that we didn't want a loaner! The repair reflect NOTHING on AMSR but on [redacted] themselves on their excellent response and repair time frame. AMSR's delay in trouble shooting problem with replacing batteries first and then after two weeks requesting unit be sent in and then only after a week of arguing with "[redacted]" about the "FREE Loaner Agreement". I told (I think it was [redacted]) on the phone that escalation after the fact is always easy but that during our experience "[redacted]" the manager said he was the escalation.
The batteries were sent back by [redacted] with tracking information showing date , where , and to whom the batteries were delivered to. "[redacted]" sent an email to my wife saying we were liable for the batteries and she would have to pay for them since they were never delivered to [redacted] You can imagine what I said to "[redacted]"
Final Business Response /* (4000, 13, 2015/07/24) */
[redacted], I know we did not get your machine diagnosed properly the first time and I do apologize for that. I'm sorry that the language in our loaner contract was too strong but we can not give out loaner units with no promise or contract of the units return and condition when returned. I have addressed with [redacted] the importance of getting me involved as soon as he senses that a customer is not happy with AMSR. Inogen has indicated to AMSR that the batteries were not returned and I told you I would take care of it, not to worry about this. What else can I do to address your concerns?

Hello Ms. [redacted], we regret the inconvenience that this case has caused.  We have issued a full refund for the rental charge and associated shipping costs.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]The term gently used is just puffing. Similar to used car term creampuff. There is no way for a business to know how the item was taken care of. Feel free to sent me a list of used G2 units, hours on unit, accessory that come with it, copy warranty, pricing. [redacted]@hotmail.cm

Here at AMSR, we strive to ensure our rental process is hassle-free and easy. That being said, sometimes there are elements we just cannot control, such as weather and shipping delays. This case is an unfortunate example of your unit being interrupted by multiple weather delays reported by [redacted]....

Although we worked proactively and shipped this unit out with extra time allowed, the weather delays still, unfortunately, prevented a timely arrival.          We understand that weather delays are unpredictable; however, our rental contract states that there are no refunds due to circumstances outside of our control, for examples, weather delays.             We deeply apologize that your rental unit was delayed and arrived after the anticipated delivery date. We’re always growing and striving to offer the best possible products and service. Although unfortunate, these delays allow us to take a deeper look into our process and reevaluate how soon units can be shipped out.  We’ve taken a closer look into this case and have reached out to you directly to help resolve the issue.

AMSR has thoroughly investigated this claim and has come to this conclusion.  Unfortunately the customer was given a different answer regarding repair of his unit when he called the manufacturer directly.  The manufacturer does not sell direct to cash paying customers, they do sell to...

insurance providers which AMSR is not one of.  When our customer called Invacare to inquire about the repair process he was told he could drop it off at a local repair place in [redacted] for no charge.  This is possibly the procedure for customers who purchase units through their insurance however, it is not the procedure for repair when you purchase through a non-insurance billing company (AMSR).  We have attempted to explain this to this customer and he has spoken with our Customer Service Manager for explanation as well.  AMSR followed our standard procedure and Invacare's procedure for repair.  If in the event that a customer's unit has to be repaired, the customer is responsible to pay shipping costs to send the unit into the manufacturer for repair.  Our company does act as the facilitator of warranty repairs for all units purchased through us and we follow manufacturer guidelines at all times, as we did in this case.  Our customer spoke to one representative at the manufacturer company and was given the wrong answer for his particular situation which unfortunately led to conflicting stories and confusion.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as I receive my refund within 30 days.
Sincerely,
[redacted]

Thank you for your feedback, [redacted].  We do offer price matching for any reputable oxygen concentrator dealer. The product you were requesting a price match on was done so through a dealer that we do not recognize as reputable. In order for a retailer to be reputable we first and foremost ensure...

they are ACHC Accredited, as we ourselves are. Other requirements we look at are ensuring a positive Revdex.com rating, state licensing, and their ability to hold physical offices (i.e. not selling from a personal residence).    We will price match dealers that hold themselves to the highest standards, as we do.  Unfortunately, this company is not certified, does not have a Revdex.com rating and does not have a physical place of business.    We believe our relationships begin after the sale and offer top-notch customer service through the entire buying cycle.    We greatly apologize that we were unable to fit your budgetary requirements.  We are more than happy to discuss our more budget conscious solutions, such as gently-used units.   We will have a sales manager follow up with you shortly to discuss options.