ComplaintsforInogen

Medical Supplies

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Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a new column for a inogen one G5 because a person there said that was what was wrong. Two days later the same alarm was going off so called and was told the machine was not putting out oxegan. So to me the problem wasn't the column that we paid $130.95 for. They will not reimburse us the money.
Business response
04/15/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
04/15/2024

Complaint: 21552535

I am rejecting this response because:
They did not offer a refund have not heard from them since this filing.

Regards,

R****** *******

Business response
04/17/2024
We are sorry that you were not satisfied with our initial response to your concern. We are making an additional attempt to contact the complainant again with the intent to resolve the concern.
Customer response
04/17/2024

Complaint: 21552535

I am rejecting this response because:
They should refund the amount as they said the column was bad of which it wasn't so we had to pay for it

Regards,

R****** *******
Initial Complaint
04/01/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint is on behalf of my mother, M******* *******, for whom I am next of kin and also have power of attorney. In February of this year, Mom (age 92) moved from independent living in Pennsylvania to Brookdale Assisted Living in Barberton, Ohio. Since a hospital visit in December 2023, she has required supplemental oxygen 24/7, awake and asleep, active or resting. She was on daytime O2 PRN for at least a year prior. Mom has a home oxygen concentrator she received from a provider in PA, which she will own after one more payment. Her insurance at the time did not cover the Inogen-style lightweight portable oxygen concentrator. She uses a walker and cannot manage (or even lift) an oxygen cylinder. Without portable oxygen, she cannot leave the building in which she lives. Since March 1, 2024, when Mom changed insurance, we have been working with the Inogen company to provide her with the Inogen portable oxygen unit. Inogen reported that her insurance approved it on March 13 but that they needed more information. Brookdale faxed them the requested information, including a physician's order and SaO2 readings, and then we heard nothing more, In the course of repeated phone calls, every time Brookdale or I call the company asking what the holdup is, they keep changing the requirements for what information they say they need. We are tired of getting the runaround from Inogen, and I am requesting that the BBB contact the company to resolve this complaint and get mom her portable oxygen without further delay.
Business response
04/08/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
04/08/2024

Complaint: 21513917

I am rejecting this response because:
Brookdale personnel made yet another call to Inogen this morning, and they still did not give any indication that delivery of the product was imminent. We decided it was time to be done with Inogen and go to another provider, so Brookdale faxed Inogen a message, signed by my mother, that their services were no longer needed. The situation was resolved only because we cancelled the contract. At no time did Inogen ever contact us for any reason. My complaint against this company stands, and they deserve a major black mark on their BBB record.

Regards,

K**** *******

Business response
04/10/2024
We are sorry that you were not satisfied with our initial response to your concern. We are making an additional attempt to contact the complainant again with the intent to resolve the concern.
Customer response
04/10/2024

Complaint: 21513917

I am rejecting this response because:
As previously stated, I never got any response whatsoever from the people at Inogen, before or after making my complaint. They did not once initiate any kind of contact with me or Brookdale. The only time I spoke with a representative was when I, myself, made a phone call. We began the process of obtaining the portable oxygen unit on March 1. Over a month later, when Inogen still had not delivered the equipment, Brookdale notified them their services were no longer required. They are a horrible company to deal with, and my complaint stands with (I believe) extreme justification. You may, however, close the case, as no further action needs to be taken.
Regards,

K**** *******
Initial Complaint
03/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have contacted this company SEVERAL times regarding returning their equipment. They REFUSE to send me the promised boxes to return to them. I cannot switch to a different company until this is accomplished. I received a bill from them today for $1600 for not returning their equipment. All I want is the boxes so that they can have their equipment.
Business response
04/02/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
03/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I own an Inogen G3 as he has severe emphysema from working around printing chemicals all of his life. We were pleased by the G3's performance but it finally quit working. We immediately contacted Inogen on 1/24/2024 and spoke to sales representative F**** who promised the new G6 was as powerful, or even more so, than the G3. Great! We purchased the G6. We found it was not as powerful as the G3. Unfortunately, during this time, my father's aggressive pancreatic cancer metastasized to his bones and he was transferred into hospice. We were instructed by F**** to speak to D**** to go over the new G6. We left a message for D**** but in the interim of waiting for her return call my father's health declined rapidly. D**** was vigilant in leaving messages but being the world's largest Daddy's girl I was in no shape to answer. My husband is also in remission for head and neck cancer and declined to take calls. I watched my Marine Corps Dad waste away to bone, not recognize me, and die in an absolutely horrible fashion. My husband and I were unable to contact Inogen until the 22nd of March due to not being available. Upon return we immediately purchased an Inogen G5 from a licensed Inogen dealer who explained the G6 had a faulty valve that didn't push the O2 as well. I then called F****. I explained the G6 was not as strong as the G3 or G5 and we would like a refund. He ridiculed me and sarcastically replied no company would release a product with such a huge problem. I thought car companies do it all the time as it is too expensive to replace the faulty part so they leave it up to the consumer. It's not unheard of. He still refused ANY refund. I hung up. We were willing to take up to $1000 less than purchase price since F**** explained we were outside of the (14 day!) return window. I also read Inogen has a lawsuit against them for LYING about the number of users they have. Not a huge step they would lie about the defective valve negating ANY return window.
Business response
04/01/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
03/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company sends letters to be recertify even when doctor has sent paperwork 3 months ago . Their letter says return product if not recertify the whole time charging late fees . They done this last year now they start again this year. After calling and requesting a return label be mailed to my home because I have no printer they some how see papers from my doctor and refuse to send my label. They done this same thing last year . I want a return label mailed to me so they can stop cheating me on late fees .
Business response
03/22/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has attempted to contact complainant multiple times through multiple communication channels and to date have not heard back in order to help resolve their concerns. Please contact us again if you have a different understanding.
Customer response
03/22/2024

Complaint: 21438695

I am rejecting this response because: they have not contacted me . Just another lie from this company. Received email with UPS tracking of return boxes being sent 3 days ago a label was made but no movement being sent to me

Regards,

J*** ****

Business response
03/25/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
03/26/2024

Complaint: 21438695

I am rejecting this response because: I'm still waiting for this company to pick up their equipment . And acknowledge they over charged me for them not billing Medicare with the papers they admitted having when I called

Regards,

J*** ****
Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am trying to purchase my replacement cannula and filters from Inogen. I’ve been told they no longer sell the items as of December 23 however, the letter I received said they will sell the accessories until December of 2025. They did not give me accurate information and now I’m left with a machine that was supposed to be covered for the next few years and I’m down to my last cannula and filter. Help me please as I am oxygen dependent. Below is the proof of the accessories being available until next year in December. I also contacted every number they have given and no one knows anything.
Business response
03/12/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
03/13/2024

Complaint: 21382872

I am rejecting this response because: no one has contacted me nor offered to provide me with where I am able to purchase my supplies. The number they gave is incorrect and they do not have any knowledge of how to help me. I am still getting the run around and I need oxygen to breathe!

Regards,

N****** *******

Business response
03/18/2024
We are sorry that you were not satisfied with our initial response to your concern. We are making an additional attempt to contact the complainant again with the intent to resolve the concern.
Customer response
03/18/2024

Complaint: 21382872

I am rejecting this response because:
I am still waiting for my response.

Regards,

N****** *******
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I spent almost $3,000 on the G-4 in late August 2022. I received it at the end of August (approx.28th). I got very sick in Sept. and went in the hospital until almost mid October. I started using the unit once I returned home. Within 6 months I had to return the unit do to it stopped working leaving me stranded several times, running hot, and “System Error”. They sent me a refurbished gutted unit. I have since had to return units 3-4 times. Leaving me stranded with no support for my lungs in trying to remain active. One unit stopped on me during a walk. Good thing I had a friend along. Just a day or two ago, I received another refurbished unit and it has shut down twice already plus there is little to no O2 pushed on the highest setting. I’ve changed cannula to a shorter lenght thinking it just didn’t have enough force for 2-3L using a 7ft cord. Same result with the 4ft cord. These units are over priced and advertised junk! I thought about requesting a trade up for a credit with all the problems but I don’t have faith in there products anymore. I’m calling them in the morning to replace this unit. This is a life threatening risk as I can’t go out without O2. I got it to help me stay mobile because I can not lift those heavy tanks up/down steps, in/out the car, and drag it around. I can barely carry me and a purse. This current unit is not providing enough O2 to keep my level above 90 with me sitting down or walking to the bathroom. Unacceptable! I want compensation for this noisy non-productive units and the inconvenience of having to send them back several times. Twice being over a weekend because even though the rep states they come in Saturday and should process the order right away, No one called me until Monday afternoon and I then received a replacement Tuesday. I give credit for overnight service by Inogen directly but they need to offer a better product or refund even if it’s prorated. I will be contacting them tomorrow if I survive again tonight.
Business response
03/05/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
02/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They will not send me a new machine, mine is heating up and I can't use it.
Business response
02/15/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
12/22/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/18/2023 ordered parts for generator. Recd email say order recd will not process until pymt is assured. Credit card charged 12 /18, including shipping. No further correspondence from Inogen. Called customer care 12/21 to determine status and why I was lead to believe that pymt had not been recd. Customer care could not tell me the status, I was told that it must be because of change of home address, doesn't know why order was not processed. They did not have any status as it had not been processed. Called customer service 12/22 for status, was told that it was just processed 12/21. I ask to speak to the supervisor, was told that she would put in a request, might not hear from supervisor until 22/27. I ask if I could cancel and was told all sales placed on line was final even though it was not even processed and included shipping. Not very caring and there is nothing on line stating that it takes 3 to 5 days longer than placing by phone.
Business response
12/29/2023
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
12/08/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In June I bought an Inogen One G5 from Lagacy Biomedical Services in Utah, who is a representative of Inogen. Since then I have had trouble with the unit as to Low O2 error 8 times and it can not be reset unless you send it in for repair. Several times they have recognized the problem is there equipment and sent a new unit and a prepaid shipping label to return bad device but now they are requesting that I prepay the return for their continuing problem. Checking the complaints on here and on Facebook I am not the only person that is having this problem but they keep telling me that I am the only one. Not being able to deal with Inogen directley without setting on hold for over 30 minutes and then being told I have to deal with Legacy Biomedical Services where I bought the maching is riduclous. I wish they would admit that this is a problem with their machine and give me my money back so I could buy something else. It seems that the problem is caused by low temperatures even though their web site says it can be used in hot/cold temps, if the user can tolerate it then the machine should handle it.
Business response
12/11/2023
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
12/11/2023

Complaint: 20974945

I am rejecting this response because: Nobody has contacted me to tell me what they are going to do. My unit is in for repair right now and awaiting for it to come back. Legacy Biomedical Services hasn't contacted me about in resolution.

Regards,

H******* ***** ********

Business response
12/29/2023
We are sorry that you were not satisfied with our initial response to your concern. We are making an additional attempt to contact the complainant again with the intent to resolve the concern.
Customer response
01/02/2024

Complaint: 20974945

I am rejecting this response because: I have not been provided a written responce from Inogen that they will send a prepaid RMA to send the unit back to repair low O2 errors.

Regards,

H******* ***** ********

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