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Complaint Details
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Initial Complaint
01/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
There is a recall on my CPAP machine. It can casue cancer and a few other things. Best home medical said they can not provide a loner that I need to talk to my Dr about not using it or go ahead and use it.Business response
01/13/2022
To whom it may concern:
This is response to a complaint *********** filed against Best Home Medical, Inc. through the BBB of Canton Ohio. In June 2021 ******* **********s did a voluntary recall for all of their PAP, BIPAP, and ventilators. ******* notified our company and the public at the same time, when ******* was asked how
best to handle this situation, we were told ******* would be handling this situation themselves, taking all DME companies like us, out of the picture. In July 2021 ******* gave us a website and a telephone number for us to give our customers to register their recalled PAP devices. When patients called in to ******* they were told they needed to check with their physician as to whether to stop using their PAP devices. They were told they needed to decide with the input of their physician, which was more 
dangerous to stop using the device all together, or continue using the device and possibly have the black particles to be breathed in.******* never directed us to tell the patient to use machines or stop, we informed them to speak with physician. ******* *********** informed us in September 2021 that they would be replacing or repairing alt units themselves, and that we needed to Inform patients to make sure they registered their machines on the website or called in the registration, as this is how they would be replacing by who registered first.
On October 18, 2021 ******* informed us they had manufactured 750,000 machines and that at least 250,000 had been sent out to customers for replacement. During the time period from June to October, we were not able to obtain PAP devices, the competitor manufacturers were not able to keep up with the demand, therefore we were unable to set up customers with PAP devices during this time. ******* has never replaced for our company the recalled PAP units we still had in house, nor did they give us any to be able to give to our patients, therefore we were unable to help patients with loaner machines while they are waiting on theirs to be replaced by *******, because we did not and do not have the equipment for this situation. PAP devices are still in great demand and it is still a process to be able to get machines in our doors. The recall and how it was handled by ******* *********** was not anything Best Home Medical, Inc. was able to remedy, and our company is still dealing with the fall out to this day.
Thank you,
Best Home Medical, Inc. Management
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