• Report: #886511

Complaint Review: Oxyhealth

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  • Submitted: Tue, May 22, 2012
  • Updated: Thu, February 14, 2013

  • Reported By: Brian — Naples Florida USA
Oxyhealth
10719 Norwalk Blvd. Santa Fe Springs, California United States of America

Oxyhealth Tried to have a chamber repaired, they want to sell me a new one Santa Fe Springs, California

*Author of original report: Private Seller

*Consumer Comment: Private Seller

*Author of original report: Bought from private seller

*Author of original report: Thanks for the info

*Consumer Comment: RE: Hit them where it hurts

*General Comment: Location of Purchase

*Author of original report: Wow

*UPDATE Employee: 10 Year Old Chamber NOT Purchased from OxyHealth

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This is kind of a long story, but I'll try to keep it as short as I can.

We bought a used hyperbaric chamber for our 5 year old son with cerebral palsy. We have given him this type of treatment at a clinic with amazing results, so we decided to try to raise the funds to purchase one for our home, as it can be pretty expensive to have treatments at a clinic.

We bought the same kind of chamber that was used in the clinics which is a Vitaeris 320 made by OxyHealth. Before I even paid for the chamber, I tested it twice to make sure everything worked. As I live in Florida, we drove to Wisconsin to pick it up. before I even drove home I tested it a total of 5 times. and twice when I got home to Florida. 

We have had fundraisers the past 6 months to be able to purchase this. We paid a total of $7100 for the chamber and all the equipment that goes along with it, not mentioning the trouble we had getting a prescription for it as it is FDA regulated.

Once home, I inflated it once by itself, and once with me in it before our son got in just to make sure everything was working correctly.  As I was in it, the inside zipper split when it got to pressure (there is an inside and outside zipper). I rezipped it back up, and inflated it, and all seemed well until it got to full pressure. The main window (its kind of a
plastic window) blew open releasing all the pressure at once. Its effect on your ears is the reverse of going on an airplane, and the only way to get rid of it is to get down to pressure and allow the air to work its way out of your
ears. I think the relief valves failed causing the chamber to go beyond the rated 4 psi.

Needless to say, I was pretty upset about all this, but thought the only thing to do is send it to Oxyhealth in California to be repaired. I emailed the company to see where I would need to send it to, and the person that responded was pretty short with me, but gave me all the info I had asked for, along with a warning that "some chambers cannot be
repaired" this is understandable, but the condition this chamber is in, I didn't think twice about it. After 3 or 4 emails back and forth, (and with everytime him telling me that it needs to be reviewed and may not be repairable) I finally got a RMA number to send it in.

After spending $126.00 sending it in, and waiting 2 weeks after they had received it, I finally Emailed them and asked for an update on our chamber. He responded with "this chamber is not repairable, but we can sell you a new chamber for $7000 (just the chamber, not any other pieces) and they would keep my chamber" why on earth would they want to keep a non repairable chamber? Again, needless to say I was even more upset about this news after spending close to 6 months researching and raising money to buy one. I asked what specifically cannot be repaired, and what the chamber material is made of, along with if I request to have the chamber sent back to me if the price of $7000 is still valid. My feeling is our chamber can very well be fixed. 4 PSI is not much. They want to sell us a new chamber, fix our chamber
and sell it used. How do these companies get away with this?

After another 2 weeks go by, I Emailed them asking if they were just going to blow me off until I went away. They responded that the info I requested was proprietary and would not be released. So If I brought my car in to get fixed, and they came out and said that it is not repairable, I'm not supposed to ask why, or what cannot be fixed? I cannot express how I am feeling right now. Parents try to do whats right and good for their children, and then when something happens, you get yanked around by these types of companies. The ONLY reason I bought this chamber is because of the great condition it was in, and only after inflating it 5 times before I even brought it back to Florida.
These companies think we have money to throw around.

I just don't understand why they cannot answer my questions about why it can't be repaired, and why it takes them so long to get back to me. $7100 is alot of money to us, especially all the money it takes just to take care of a child with cerebral palsy. Update to come on how much they are going to charge me to send it back to me, and what kind of condition it is in.

This report was posted on Ripoff Report on 05/22/2012 03:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/Oxyhealth/Santa-Fe-Springs-California-90670/Oxyhealth-Tried-to-have-a-chamber-repaired-they-want-to-sell-me-a-new-one-Santa-Fe-Sprin-886511. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
4Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Private Seller

AUTHOR: Nocangolf - (USA)

It was listed on Ebay, and before I even bid on the chamber, I mailed the seller and we had an agreement, that the purchase price was contingent on inspection and everything checked out. As far as the condition of the chamber, the only reason I felt comfortable in  paying for it, was the great shape it was in. there was absolutely no marks, scratches, or ANY signs of wear and tear on the chamber. It looked like a brand new chamber, along with working correctly.
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#2 Consumer Comment

Private Seller

AUTHOR: Concerned - (USA)

I don't mean to pester, but once again... what is meant by a "private seller"?  Was this an individual who advertised the chamber over a service like craigslist, or was this a business who may possibly be connected to OxyHealth LLC and you are unaware?
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#3 Author of original report

Bought from private seller

AUTHOR: Nocangolf - (USA)

I bought this chamber from a private seller. As I said before, I bought this chamber on the condition and how well it performed every time I inflated it. I'm sorry it took so long to respond, but I just saw this post just today. You have gotten me thinking. I'm not usually paranoid, but what would be the chances of this "private seller" fixing the chamber just long enough to sell it?
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#4 Author of original report

Thanks for the info

AUTHOR: Nocangolf - (USA)

Thanks so much for the info. I will explore this in detail. I think as long as I live, this will always be an issue I will never let go. 
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#5 Consumer Comment

RE: Hit them where it hurts

AUTHOR: thetruthshallprevail - (United States of America)

Oxyhealth could care less about your filing a report regarding the explosion of their chamber and their atrocious customer service on Ripoff Report, Pissed Consumer, the Better Business Bureau, or any other consumer rating sites. If you want to hit Oxyhealth where it hurts, file an adverse event report with the FDA. Once you file an adverse event report with the FDA, it will remain searchable forever.  The FDA takes portable hyperbaric chamber safety very seriously! 

You can use this link to the MedWatch web site to file a report about the explosion of your Oxyhealth chamber - http://www.fda.gov/Safety/MedWatch/HowToReport/default.htm 

Once you have filed the report about Oxyhealth with the FDA, you can come back to Ripoff Report, Pissed Consumer, the Better Business Bureau, etc. and post the link to the adverse event report on these sites.  That will really get their attention! 
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#6 General Comment

Location of Purchase

AUTHOR: Concerned - (United States of America)

You state that you had to drive to Wisconsin to pick up the chamber.  Did you purchase the chamber from an entity in Wisconsin?  Was it a business or individual?  Could you please inform us of who you purchased the chamber from originally.  The question is not to lay blame on the seller, rather to ensure that the seller has no connection to OxyHealth.
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#7 Author of original report

Wow

AUTHOR: Nocangolf - (USA)

Not only did I NOT demand that they repair it for free (I still have all emails) I also did not ask about the specifications of the chamber. I am smart enough to know about proprietary aspects of businesses. My only question to them was why it cannot be repaired. After several weeks go by, and basically getting blown off by emails, I did threaten to post on ripoffreport.com AND the better business Bureau. It was only AFTER they received my complaint from the BBB that I magically got a phone call with an explanation. They informed me that they would contest the complaint. I considered the matter dropped since all I was looking for was a reasonable explanation as to why it cannot be fixed, but as I can see from this rebuttal, that this company will go to great lengths to come up with any excuse to protect their reputation. Sandy, I hope this was not you that left this garbage rebuttal, because as you explained it to me, even though I am still upset about the whole thing, I seemed satisfied with the explanation, until this post.
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#8 UPDATE Employee

10 Year Old Chamber NOT Purchased from OxyHealth

AUTHOR: OxyHealth - (United States of America)

Consumers must be careful when purchasing ANY used MEDICAL EQUIPMENT OVER 10 YEARS OLD from a PRIVATE PARTY. While many of our chambers last longer than 10 years (when used and cared for properly), a chamber may have been abused over time and be rendered irreparable.
 
This Individual purchased a 10 YEAR OLD chamber from a PRIVATE PARTY - not from us. Because this is an FDA regulated medical device, all chambers must be inspected by a testing facility (which requires us to ship to them and WE paid for it.) BEFORE it can be shipped to a repair facility (again, at our cost). Both parties inspect the chamber. This process takes several weeks before we can get information on the repairability of a chamber of this age.  The material of the chamber had been compromised (either due to improper cleaning over the years or improper storage) and could not be rebonded.   This Individual was informed of this and was offered a replacement bladder at a greatly reduced price.
 
He sent in an email asking to know about our bonding methods, current design and material specifications - information that is proprietary. He made reference to inflatable boats and how they can be repaired. We clarified that the FDA governs what adhesives and methods we can use for chamber repair because it is a medical device that you breathe in - the restrictions are much tougher. 
 
When we replace a bladder that is nonrepairable, we DESTROY the old bladder and register the serial number so people cannot resell something that is nonfunctioning (we dont repair and resell, as claimed by This Individual). It protects everyone in the long run.
 
The very day we received the chamber back from testing, we contacted This Individual and explained the situation.  We made offers to help with financing a new bladder (still at a heavily reduced price), etc. We tried our best to help him.  Instead he threatened to complain about our company/products all over the internet if we did not either repair his chamber or replace it FOR FREE he wanted to hold us hostage to his outrageous demands and pay his ransom on a product WE NEVER SOLD to him.
 
RESOLUTION: He purchased a chamber that has been delivering therapy for over 10 years from a PRIVATE PARTY.  We asked him what he wanted us to do with it since it couldnt be repaired. He wanted the chamber shipped back to him, which we did AT NO CHARGE to him.
 
Remember, a 10 year old car needs parts REPLACED sometimes they cannot be repaired.  We are sorry that this situation happened and was beyond our control.  BEFORE you purchase a chamber from a party that offers no warrantee, please CONTACT US.  You will save more money in the long run.  www.oxyhealth.com
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