Customer ReviewsforInogen

I purchased the lifetime warranty for my Inogen g5. I’ve already replaced it once. Inogen agreed to send me another unit on April 11. Unit #2 has stopped working. Inogen sent it to Connecticut. I live in Georgia. I called them on April 12 and 13. After spending over 30 minutes on hold each time, I was told that an address correction had been sent to ups. Online tracking did not reflect that. I called again today (4/15) and hung up after 30+ minutes on hold. I called back and pressed #2 for making an additional purchase. Surprise! My call was answered in less than a minute. (Note to self — press #2 when I call back). I was told the same story by Inogen. The address has been corrected with ups and I might receive it in a couple of days. Who knows? Customer service is seriously substandard and they have no problem lying to elderly people. Consider this when making your oxygenator purchase.

My experience with Inogen has been utterly disappointing. The crux of my frustration lies in their abysmal customer service. Attempts to reach them often end in vain – either no one picks up, or you're subjected to an agonizing hold time of over half an hour, only to be met with rudeness upon finally connecting with a representative. It boggles my mind how a company with such consistently poor reviews manages to stay afloat, especially considering the critical nature of their products. Oxygen machines are essential for human survival, yet Inogen managed to send us the wrong machines not once, not twice, but three times. The incompetence displayed is simply staggering. As a result of their errors, my grandmother, who relies on these machines, is now unable to attend crucial appointments. Despite promises of next-day air shipping for a replacement, we are left scrambling to rearrange her schedule and accommodate for their monumental blunders. In conclusion, my experience with Inogen has been nothing short of a nightmare. Their appalling customer service and repeated mistakes are inexcusable, and I strongly caution against relying on them for essential medical supplies.

If I could give zero stars I would. The worst company I ever had to deal with. You can never get ahold of anyone and when you do and ask for a call back, you never get one.

I had to return one of their 5L Stationary Concentrator's due to a loud “roar” sound it would make off and on. They said they would send me a large box for packing it…it took weeks for the box to arrive and while I was attempting to pack it up…I received a form in the mail that I had not sent everything back to them, they were billing me $600.00! I told them that I had just received the box and at 80 years old HOW could I ever get the heavy concentrator into the box? They said that was my problem! I had a neighbor help me to load the box BUT then it wouldn’t fit (not deep enough). I called them back again and they told me to do the best I could because they knew it wasn’t deep enough. When the wonderful gentleman from UPS came to pick it up….he made sure it was sealed as tight as was possible then he slapped on 2 or 3 return address stickers on it and off it went. I then sent to INOGEN a copy of their bill of $600.00 as well as photos of the box that had just been picked up by UPS. I have sent to them MULTIPLE emails asking if they had received their concentrator? 01-06-24. I sent them photos 01-08-24. I sent them back a copy of their bill with a short note. 01-10-24. I sent them a copy of the UPS PICK UP copy. 02-05–24. I sent a third email 02-08-24. I sent another email 02-09-24. I sent another email 02-10-24. I sent yet another email 02-13-24. I called their office but no one responded: INOGEN DTP Payments 732703 02-21-24. I STILL HAVEN’T HEARD ONE WORD FROM THEM…DID THEY RECEIVE THEIR CONCENTRATOR FROM ME? I could let this drop just out of frustration BUT I don’t want them to turn around and tell me in a year or so that they didn’t receive their concentrator. MANY years ago this company was very accommodating, helpful etc guess they have changed hands or ??? Thank you for your assistance and support in this matter. I

I placed order online at inogen's website for a new double battery for inogen gen 4. I received confirmation of the order, then received an email indicating they could not verify my address (despite having delivered a replacement machine...2nd one in two weeks to the same address). I called the number provided and spent 15 minutes and 43 seconds on phone with rep who said he did not deal with online orders but he had contacted them and resolved the address issue and that I would receive the battery by Friday or the week after. Called back on Thursday as no further communications received. The order had been canceled. My mother relies on this machine to breath. Csr not helpful seemed to not care at all could not take my order and was fast to send me to a supervisor who may call me in 72 hours. So my mother has a 3rd attempt at a machine that does not work properly and no battery that works properly.

They need to be more open about their "service window." They have many issues with their machines as listed in other complaints. When we called today, we were told they will NOT service machines older than a few years. The service rep today told me all she could do was transfer me to sales to buy another one! A question for BBB - They average 1.8 stars on 40 reviews and have NEVER responded to a complaint on here. How do they have an 'A+' rating? How much do they pay for that? I like to trust the BBB, but that seems odd.

Inogen is a company who wants to sell portable oxygen concentrators at all costs. What you need to know is that a pulse unit is not anywhere near as good as continuous oxygen. Your disease will progress quickly and a G5 is good for about 3 l/min and anything more is bad as if you oxygen concentration is below 92% your heart works harder to supply the lungs as per UCSF. I was rally upset as my wife now is in need of a double lung transplant and the new G5 unit was only effective for about 5 months and now it is worthless to us. I attempted to turn this into my insurance and Ingoen claimed I signed a waived to not turn it into my insurance which is not true. I believe this is because they want to sell units and not put any additional effort into customer support to reduce overhead. We attempted to rent a G3 from Aug 2022 to Feb 2023 and it was a fiasco as the rental untis were not properly checked and we had 5 units that failed within hours on receipt. Buyer beware!!!

I have been trying to get a refund of $356.95 for a duplicate shipment of a battery charger. If you can get anyone at customer service to answer a call, they give you excuses as to why there is a delay in the refund. The equipment that was returned was received and signed for on September 13, 2023 at their Plano Texas facility. I have asked once again to speak with a supervisor regarding my refund. I will be filing a formal complaint with the BBB and I will also dispute the charge on my credit card.

No stars. Inogen charged my mom $350.00 to repair the unit and a 1 year warranty. They did not return the double battery she had attached to the unit, which retails for $650.00. They also did not return the car charger cord either. I was told they said not to send accessories to them however if you’re having a repair for the until not charging why would you not send the batter and charger. They said they did not tell me t to send them, they said they have a recording of the phone call but would not share that with us. UPS shipping weight reflects battery was sent and it was returned with a shipping weight 2lbs lighter. We’ve been waiting 5 days for a supervisor to call us back. When we call a supervisor is never an available. They’ve stolen those items if toy ask me. We also asked what it was that they fixed and they couldn’t tell us that either. My mother is on oxygen 24/7 and cannot leave the house without the battery. They sent her back something that is useless

Buyer Beware!!! I have been trying to return the Inogen 6 for a week now. I have waited for up to 45 minutes for one call. People keep directing me to others, who then tell me they are not the correct person to talk to. My "30-day free trial" is up tomorrow. I will talk with my credit card company for assistance, since the price has already been deducted from my account. Not happy at all, I feel like they are stalling until the 30 day period is over. Edit: my credit card company is filing a dispute with Inogen. Wish me luck, $3,700+ is not small change for me.