Donna R.

I would NEVER do business with this company! I ordered a portable oxygen unit. I explained to Rick Masterson that my last unit was not keeping my oxygen level up. He assured me I was buying the best on the market. I asked about a trial period in case it didn't keep my oxygen up. He said I had 30 days to try it. Shortly after I got it I called him and told him it wasn't keeping my levels up when I walked and that the battery would die within 90 minutes. He had an extra battery approved at an extra charge and told me that the medical director said about an "oximizer" that would help increase the oxygen intake. I waited a few days and didn't receive it. I called again. He apologized and said I would get it the next day. Two days later my husband called him to ask about a stand alone battery charger since the batteries weren't keeping up. We were on speaker phone - I told him that I still hadn't received the oximizer and that I was approaching the 30 day trial period end date. He told my husband and I that I had until January 14th. I told him that I had ordered it at the end of November. He said he was looking at the invoice date and that it was December 14th and the 30 days would be January 14th. We STRESSED that this information needed to be accurate because we were having issues with the unit not being able to keep my oxygen levels up. We were still waiting to try the oximizer. We finally received it and I took extreme notes on when I used the unit to see how fast the batteries were dying and what my oxygen levels were in different situations (ie: walking a few feet vs from my house to the car, etc...). It was clear the unit was NOT going to help my medial needs. I called Rick to return it. His attitude quickly changed and he said he needed to transfer me to customer service to handle the return. Autumn took the call. She said there was no notes regarding an extension of time! I gave her the list of dates, times and conversations that I had with Rick Masterson from the very first call I ever made. She said she would have to transfer me to Rick and I had to take it up with him. She transferred me and I was on hold for 90 minutes until my husband got home and I was able to have a witness to what was going on. We called from his phone. He asked for a supervisor and we were put in touch with Aerial. I told her I was recording the call. I went through the entire story and told her that I was going to file with the Attorney General, the BBB and Medicare for their unscrupulous sales practices. She said she would honor the return and emailed a return label. I returned the unit. LPT sent a refund to my credit card but withheld $204.00. I put together an invoice for the 90 minutes that Rick Masterson ignored me (equivalent to what I charge for my consulting LLC) as well as the interest that was charged on my credit card (on a $3500 purchase) since I was going to return it before the 30 day period, but Rick Masterson dragged it out. I emailed with "attention Aerial" the invoice and told her that I was going to give them 3 days to credit my Discover Card or I was going to file the complaints for unfair sales practices to the Colorado Attorney General, the BBB and Medicare. I had no response. On Tuesday I called at 5pm and spoke to Colin. I asked if Aerial was available to confirm receipt of the email. I told Colin the entire story and he said that Aerial is his wife and to "please give her until 8:30 tomorrow morning, I promise she will call you first thing in the morning." I received no call. I called on Wednesday afternoon and asked if Aerial was available and was told yes. I was put on hold for 30 minutes and Aerial was too much of a coward to take the call. The time and frustration that this company caused is sickening! They know EXACTLY what they are doing when dragging a customer past the 30 day trial period. There are several stories on the BBB site that are just like mine. These people and company are HORRIBLE!