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Frequently Asked Questions

Click FAQ below for a list of our frequently asked cpap repair questions. Don’t find the answer to your question? Click the blue chat box below or send us an email at info@altraservice.com

FAQ

We perform our CPAP repairs at our repair center in Ocala, Florida. Local customers are welcome to bring their machine in for a free evaluation between the hours of 9am-3pm. There are times where we may not be able to evaluate your machine at that time, however, we will do our best to accommodate your needs.

If you are not within driving distance to our authorized repair center in north central Florida, we offer a convenient free UPS shipping label to send your machine in for a free evaluation.

You betcha! When you schedule a repair through our website, you can generate and print a free UPS shipping label to send us your machine. If the machine is not repaired and you would like it back, we charge the shipping cost listed in the repair estimate to return your CPAP machine to you. Free inbound shipping is for continental U.S. customers only. Customers located in Canada, Alaska, and Hawaii are responsible for shipping to and from Altra Service Professionals.

Once the estimate is approved, we will email an invoice to you with a link to make a secure payment via credit card. Once paid, we will complete the repair and return the machine to you. You can also make a payment over the phone or mail a check to our Ocala, FL address. We accept Visa, Mastercard, Discover, American Express, and PayPal. We are also able to accept some Flexible Spending Account payments.

The short answer is 1-2 weeks. There are a few different factors that will affect this, including:

  • Transit time to and from our repair center in Ocala, FL. – 1-5 days, depending on where you are located.
  • Current repair volume
  • Parts availability – backorders happen.
  • Time to approve estimate
  • Time to pay for repair

We understand the importance of resuming your CPAP therapy as soon as possible. We are CPAP users, also. We will do our best for fix your machine as quickly as possible.

 

$0. Nothing. Nada. Rien. Gar nichts. Niente. No matter how we say it, an evaluation and estimate is always free!

Repair costs vary by model and issue. Please visit our CPAP Repair Cost page for an approximate cost to most major issues.

There is no required maintenance for a CPAP or BiPAP other than replacing the filters regularly. If you suspect that the machine has an issue, but it is still working normally without any errors or alarms, you should bring it to your homecare dealer so they can check the pressure for you. You are always welcome to send it to us as well.

Click the blue chat box below or send us an email to info@altraservice.com. We also have a toll free number at (888) 551-5267 that we can be reached on during normal business hours of Monday through Friday, 9:00am – 5:00pm, EST. There are times when we are helping other customers and are unable to answer the phone. If you leave a message, someone will call you back shortly.

if an error code is displayed, we can let you know what it means and the typical cost to repair. Most CPAP and BiPAP machines store the error code in its memory and will display a general error message – service required or similar. In this case, we are unable to determine the cause without connecting the machine to the service software on our computer to read the internal error codes.

CPAP repair costs depend on the model and problem. In general, we typically advise if you can repair your CPAP for less than 50% of the cost to buy a new CPAP machine, then it is worth repairing. Other considerations include if you have access to a prescription and if you will be required by your insurance provider to have another sleep study. When you repair your CPAP or BiPAP, we do not need a prescription or sleep study since you already own the sleep therapy machine.

Step 1: Getting your CPAP machine to us

Click Schedule Service to be directed to our service request form. Enter the necessary information and click “Submit”. You will be redirected to a confirmation page, which will also be emailed to the address provided. Click the printer icon on the confirmation page to be directed to our UPS shipping label page. Once again, enter the necessary information and click “Process Shipment”. Please note to enter the weight as a whole number only, no letters or decimals. Not sure of the weight? Enter your best guess.

Package your machine and bring it to a UPS drop off location. Don’t forget to bring your UPS shipping label! Please use a box large enough to fit your machine, accessories, and packing material such as bubble wrap. If you do not have packaging materials, you can purchase them at your nearest UPS Ground drop off location. Be sure to include main accessories such as power cord, humidifier, etc. Please, do not send modem or disposable supplies such as tubing, mask, etc.

Step 2: The Repair

Once we receive your machine, we will log it into our computer tracking system and send you an email advising that we have received your machine.  Next, we will schedule your CPAP machine for an evaluation, usually within a few days. Once completed, we will email you a detailed evaluation along with an estimate of cost for the repair.

If approved, we will email an invoice for the total repair cost, including return shipping. There will be a link to make a secure payment. Once paid, we will complete the repair and return the machine to you, usually within 3 business days, depending on current work volume and parts availability.

If declined, we will email an invoice for the return shipping only. If you would like to scrap and recycle your machine, the return shipping fee is waived and there will be no cost to you. We do not charge a fee for the evaluation.

Revised Estimates: There are times when we complete the repair and it fails during the run-in period. In this situation, your machine may require additional parts, in which case you will receive a revised estimate with the additional amount due. You can either approve the additional amount, or reply to the email to decline the repair. If declined, we will refund the original payment, less the return shipping cost.

Step 3: The Return

Once the repair has been completed, burned-in, and has passed all of the post-repair testing parameters, we will package your unit and ship it back to you via UPS Ground. Once shipped, you will receive an email containing a copy of the paid invoice along with the tracking number. Expedited shipping is available upon request for an extra charge.

Our CPAP repair center is located in the beautiful city of Ocala, Florida – horse capital of the world! Ocala is situated in north central Florida, a short drive from Jacksonville, Orlando, Tampa, and Gainesville.

Altra Service Professionals, inc.

815 NW 25th Ave Unit A

Ocala, FL  34475


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It depends on the manufacturer.

Philips Respironics: On the bottom. Note that REF = model number.

ResMed: On the rear of the machine.

There are so many reasons…where do we start!

  • We are a Factory Authorized Repair Center for Philips Respironics and ResMed.
  • Manufacturer Certified Repair Technicians – experience matters!
  • New, OEM parts to ensure a proper and quality repair.
  • Manufacturer Testing Software – we use the same software program to evaluate, calibrate, and recertify you CPAP as both Respironics and ResMed.
  • Honest and accurate CPAP machine evaluations – we are experts in CPAP machine repair.
  • Fast service – we know you need a good night sleep (and so does your spouse)!
  • Free Repair Estimate.
  • Free inbound UPS shipping label.
  • Easy process – schedule service online.
  • Affordable CPAP repair – commercial pricing for everyone. Not a business? That’s OK. Your price will be the same as if you were.
  • Better Business Bureau (BBB) Accredited – need we say more?
  • On site owners and users of CPAP therapy.
  • Give us a try – you won’t be disappointed!

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See what others are saying about Altra CPAP Repair!

Great online chat with service professional! You have to appreciate a service organization that puts the customer first !read more
Gregory Pryor
Gregory Pryor
13:22 19 Nov 18
The people at Altra were professional, helpful and extremely pleasant to deal with. They responded to my questions promptly, kept me informed as to how the repair was proceeding and bent over backwards to deal with some special needs that I had. If I have need any further help in the future I will use them again for repair services.read more
Gene Brandzel
Gene Brandzel
19:16 08 Nov 18
Let me tell what a good business ethic is. Altra absolutely has one. I have a machine that I couldn't figure out how to change the filter on. I chatted with someone from Altra and they told me what to do, for the unheard of price of FREE! So since they charged me such, they have gained a customer for the rest of this life, I have. Thanks, Oxygen is flowing! Didn't realize how little had been coming through till the new filter was put in...Again thank you for the GREAT, customer experience!read more
Debbie Howard
Debbie Howard
01:11 19 Oct 18
This is my place of employment
george ortiz
george ortiz
16:15 17 Oct 18
SLA honored for estimate and repair. Mom-and-Pop outfit but superb fielding from Connecticut office helped out tremendously to soothe my impatience.Unfortunately, the cryptic response to my post-service request for assistance leads me to believe that local service (if available) is the more prudent way to proceed.A new board was installed and no check was performed on writing to an SD card by the service technician - I did not foresee this exception. I will use a new SD card (after formatting it, of course).read more
Matha Goram
Matha Goram
23:09 10 Sep 18
Sent floor model oxygen concentrator from Texas to Ocala, Fl for repairs. Very easy online shipping arrangement. Concentrator returned within 2-3 weeks in good repair. Total costs including shipping both ways about $230. Sending second unit today and will follow up with new rating on this unit including repair costs. Seems to be honest, strait forward service provider. Recommended.read more
David Carroll
David Carroll
22:31 26 Feb 18
Outstanding service from start to finish.
poppy11121
poppy11121
15:47 18 Mar 15