Complaints

This profile includes complaints for 1st Class Medical LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1st Class Medical LLC

  15700 Parkerhouse Rd Unit 300 Parker, CO 80134

  
• 

  1ST Class Medical

  2140 SW Main Blvd Lake City, FL 32025-0027

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of their employees, ******* Fermosa refuses to stop emailing me even after I specifically asked him NOT to contact me He is trying to offer medical advise against what my doctor has told me trying to get a sale He is aggressive and obstipant and needs to get the last word. This interaction is causing me great stress and anxiety

  

  Business Response

  Date: 10/14/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. We are aware of your request to unsubscribe and have changed you account accordingly. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 10/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/5/25, I contacted 1st Class Medical to purchase a POC for my husband. He has severe uncontrolled asthma & needs it for daily use & for inflight usage. We used 1st Class Medical before for a equip rental & had no issues with the unit or the process. Since the previous rental was done the same yr as the purchase, the prescription on file for the machine was still active & able to use. The sales person was helpful in determining which unit to use based on the *** of ************* of flight needed for a flight which was the primary reason for the purchase. The suggestion was to purchase a re-furbished machine with 3 batteries (2 single and 1 triple). I was told the machine was only used for demo purposes & had 90+ mins of total "run time". The total price of$2500 included 3 batteries needed for the total flight & would overnight the unit at no cost to me. We charged all 3 batteries to 100% & went to the airport. The flight was from ** to CA for a total flight time of 6 or so hours. The triple battery was used first and at a oxygen level of 2, which was to cover the entire length of the flight. With 2.5 hrs remaining on the flight, the triple battery died, so I put in the single one & it only worked for 1 hr at a setting of 2. With 1.5 hrs left of the flight, we had no working battery. The airplane had outlets to use which we plugged in but the battery was not charging. The airline stewards confirmed the outlet was working properly. My laptop was charging in the same outlet, so it was working. My husband had a hard time breathing since the machine stopped his oxygen level went to 86 and struggled to breathe the remainder of the flight. At the time of landing, the stewards were able to remove my husband off first. Within an hour of landing, I reported the machine issue 1st Medical. Because of the time diff & a Fri, they could not help. The restocking fee is what is disputed. The machine would not charge or hold the charge & almost killed my husband & ruined trip.

  

  Business Response

  Date: 09/30/2025

  We want to begin by expressing our concern for the experience you had described during your recent trip and the challenges your husband encountered. The health and well-being of our customers is our highest priority, and we take all reported equipment concerns very seriously.
  Prior to shipment, the equipment was tested by our team and verified to be in proper working order. After the unit was returned to 1st Class Medical, we again tested the machine and all batteries. At that time, we were unable to duplicate the reported issues the machine functioned correctly, and the batteries charged and operated as expected.
  Our refund and return policy, which is provided at the time of sale, states that returns initiated after five (5) days are subject to a restocking fee. Because the unit and batteries were confirmed to be in good working order and the return was outside the initial 5-day window, a restocking fee was applied to the refund.
  We do understand the seriousness of what was reported in flight, and we regret the distress this situation caused for both you and your husband. While we must follow the policies and guidelines in place for medical equipment returns, our customer service team remains available to provide ongoing support.

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23950521
  
  I am rejecting this response because I DID communicate with customer service within the 5 days to report the problem with the machine.  I was in ********** On Friday May 9th when the initial report (see phone record attached) was made and returned on May 12th. My email on the 13th states I was waiting for a supervisor to return the call. My husband and I also tried to resolve this with you and offered to pay what the rental cost WOULD have been but the company insisted that they ran some tests to see if they could replicate the problem we had.  I don't know what tests they perform or if they are even accurate.  I can tell you that BOTH batteries did not perform as they should have and the charging process did not either!  Thank god I had a machine that I use for my asthma so he could use it to fly back home.  I was the one that suffered on the plane back from CA.  
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 10/07/2025

  I am not happy with their response and would like the complaint reviewed.  I have done nothing wrong and done everything asked by this company.  I called immediately upon landing in ********** to report the issues/defective machine not working, waited for a supervisor to return my call for the next steps, discussed a resolution for this machine malfunctioning, etc.  I was told to return the machine for evaluation/review. I did that and now you want to charge me a restocking fee for a machine that did not work as it should.  I have praised this business and their effectiveness and attention to the needs of customers such as my husband.  I returned to this business to purchase a machine instead of renting and this is the outcome.  You can claim the machine is working properly or that you cannot mimic what happened to us on the plane, but it is just words.  I don't know for a fact if that is the case or not.  All I can say is that your company took $700+ from a customer who's only trying to do the correct thing. 

  

  Business Response

  Date: 10/17/2025

  We would like to again express our sincere concern for the situation described and the difficulty both you and your husband experienced while traveling. We fully understand how distressing it must have been, and we take any report of equipment malfunction very seriously.
  Upon receiving your initial report, our team immediately noted the concern and arranged for the equipment to be returned for evaluation. Once the unit and all batteries were received, our certified technicians completed a full inspection and performance test following manufacturer protocols. During this evaluation, the unit powered, charged, and operated within normal specifications, and we were unable to duplicate any issue with the machines operation or battery performance.
  We recognize that your experience in flight was very different, and while we cannot determine what may have caused the batteries to drain more quickly in that environment, we can only base our determination on the verified testing results performed upon return.
  Our return policy, which is reviewed and agreed to at the time of purchase, states that returns initiated after five (5) days are subject to a restocking fee. Although you contacted our office shortly after your flight, the formal return and refund process was initiated outside of the initial 5-day window. Because the unit was found to be in proper working condition and returned after that timeframe, the restocking fee was applied according to policy.
  That said, we value you as a customer and truly appreciate that you chose 1st Class Medical. While we must maintain consistency in applying our policies, we want to assure you that your feedback has been reviewed at a management level to ensure our procedures and communication remain transparent and fair.
  If you would like to further discuss potential options for future service or assistance, our customer service team would be happy to speak with you directly.

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 23950521
  
  I am rejecting this response because the machine they sent me was not in good working order and did not maintain the battery level during the flight. I am fighting with a company who did not provide the service expected and in the end is overcharging for a restocking fee for a machine that did not work as it should.   All of this is really extremely difficult at this time.  Going back and forth over this with no compassion for your clients is disappointing to say the least.  You overcharge your customers for something that is out of their control with no remorse.  Since I filed this complaint, my husband passed on 10/18.  So this really is sickening to me even more now that he is not here.

  So, my final words to anyone considering using this company... DO NOT!  They do not care about you, your family or in resolving issues that arise with their products.  They only care about money and not doing the right thing!

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the grandmother of a 10 year old boy who is on oxygen full time. On April 12 th I paid $2100 for 1st Class Medical to overnight a refurbished 02 concentrator. My grandson needed it to be released from the hospital. On May 21st the machine broke down while he was in school. It had a 1 year warranty we were told, The company charged $1000 , incl $150 shipping, to return it for an exchange w the understanding they would look at the damage and determine if it was our fault or not. After just over one month of use they say it is our fault and returned $200 of the $ 850 sent in the exchange. I am disputing their findings based on the warranty and the short *** of time we had it. I believe the company is responsible for the malfunction, and not the family, and would like to be compensated the $650 my son in law sent in order to exchange for another machine. I do not recommend anyone doing business with 1st Class Medical.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the situation.
  The customer submitted a POC unit for evaluation, and we advised them in advance that if the unit was found to have customer-induced damage, a $650 fee would apply. This fee is not charged by our company, but is imposed by the manufacturer when a unit is determined to be damaged due to misuse or mishandling and is therefore not covered under the standard warranty.
  We understand the customer's frustration, and we want to emphasize that we are simply following the manufacturer's established policies. As a retailer/service provider, we do not have discretion to waive manufacturer-imposed fees for non-warranty repairs/replacements.
  We value our customers and always strive to provide clear, upfront communication regarding potential charges.
  Please let us know if further clarification is needed.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23447318
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Goodwill 

  if the manufacturer is responsible then you are selling damaged equipment that the manufacturer is supplying to you. Its easy to place the blame elsewhere when your *** Is charged w selling faulty equipment. I was assured that the manufacturers of our product almost always replaced the broken machine,  and that it wouldnt be a problem to get our money back. You are selling faulty equipment and making alot of money off the backs of people trying to survive.  You will sell our machine to someone else who will have the same problem, making another $2000. I hope they read my review.   I stand by my complaint and will not do business w you again, and strongly advise others to do the same.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $2,340 on Sunday October 6, 2024 for a refurbished Arya Go with a 16 cell battery and was told by the representative at the time, ****, that I would have a 3 year extended warranty included with my purchase for this price. Other agents have told me that I only have a one year warranty since my concentrator is refurbished. Either the other agents are lying or **** is lying. Either way, I feel cheated and scammed. On May 22, 2024 **** confirmed over the phone that my machine has a 3 year warranty and said he could send me an invoice confirming the 3 year warranty. I have never received the invoice and has since been ignored in my email communications to **** with the general customer support email CCed. This company was quick to reach out to me even on a Sunday when I placed my order but now that I have an issue with them, it's crickets.

  

  Business Response

  Date: 06/06/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator.  We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, I see that the warranty has been updated to reflect what was agreed upon in your intial purchase. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 06/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have also emailed me an updated invoice reflecting the warranty.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Arya portable concentrator on June 11, 2024.Last week the portable oxygen concentrator completely failed and the error code said compressor failure. I called last Monday (may 12, 2025) and they said it had to mailed back to them, which I did that very day. They did not provide a backup unit while they were evaluating mine which is a massive inconvenience.I hadnt heard back so called on Thursday (may 15) and was told they just received it, but it needed to be tested, etc and hopefully a different one would be mailed as soon as they realized I hadnt intentionally destroyed it. They said they would send an ******** I called back today (may 19th) and they said they checked it, and said one should be mailed in a few days. How long it takes from there was anyones guess since its not overnight express and is to be determined by *** regular shipping. When I asked what was wrong with it, he said he didnt know, but that maintenance goes a long way. When I asked does that mean I have to send it in regularly, he said no. So I asked what maintenance he was referring to, he said cleaning the filter and other things but couldnt come up with anything else. I was frustrated he couldnt explain why this happened or how to avoid it, and he became super defensive. Repeatedly telling me he could t address hypotheticals. Nevermind it wasnt a hypothetical since it actually happened to me. My husband finally got on the phone with him and asked how regularly these machines break down. He said he didnt know, and that a manager would call back hopefully today. I dont want to be stranded for weeks without portable oxygen. I cant even retrieve the receipt because in the email when I bought it, it only gives a link to the receipt and its conveniently no longer available. I do know I spent well over *****. I did use it four days in a row for a few hours but rarely ever use it. So idk if they cant handle that, but thats insane. He could offer no solutions

  

  Business Response

  Date: 05/20/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account I do see you spoke to the customer care manager and your replacement has been sent out. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My machine said low oxygen, contact your provider. I did and was told upon receipt of my concentrator I would receive a new one with no cost to me - except the $90 shipping fee. I packed up my box, took it to *** for shipping. I then received a call from 1st Class Medical (thats a joke) saying my machine was damaged and I would have to pay $650.00 for a new one. They said it appeared to have been dropped. I KNOW I didnt drop it. Maybe it was dropped during shipping?Maybe someone in their warehouse dropped it? I just know I didnt. They (***** and ****) would not even consider one of those scenarios. They just kept repeating we cant get reimbursed if the unit is damaged. Why should that affect me when Im not the one who damaged it. When I asked to speak to Alexs manager I was told management doesnt speak with customers. Im concerned this is a scam to glean additional money from the elderly. $650 is a lot on money to me as I live on my social security.

  

  Business Response

  Date: 05/12/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about your experience and appreciate the opportunity to respond and clarify the situation.
  Our records show that you contacted us after receiving a low oxygen warning on their concentrator. As part of our standard procedure for such issues, we arranged to replace the unit at no additional cost beyond the standard $90 shipping fee, provided the original unit was returned in acceptable condition.
  Unfortunately, upon receiving the returned device, our intake team documented significant damage to the concentrator, consistent with an impact that affected internal components. While we do not allege that the customer intentionally caused this damage, we are obligated to follow policies that ensure returned equipment is in usable or repairable condition. These policies exist because we cannot be reimbursed by manufacturers or insurance for irreparably damaged units.
  We do understand the frustration this caused, and we sincerely regret that our communication left the customer feeling unheard or unsupported. While our representatives explained that we could not waive the replacement cost due to the damage, we acknowledge that the customer felt dismissed. We are reviewing this interaction internally to ensure better clarity and empathy in such conversations going forward.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23308303
  
  I am rejecting this response because:
  I DID NOT damage the unit - neither accidentally or intentionally. It had to be damaged either during shipment or in YOUR warehouse. Im sorry you cannot be reimbursed, however thats not my fault!  I assume thats part of doing your business. 
  Sincerely,I
  
  ***** **********

  

  Business Response

  Date: 05/21/2025

  We understand the customer's continued frustration and do not wish to diminish their concerns. However, we must reiterate that our policy regarding equipment returns is based on the condition of the returned unit upon receipt, not on assumptions of intent or blame.
  Upon arrival at our facility, the concentrator was inspected and documented by our intake team, who found significant damage to both the casing and internal componentsdamage consistent with an impact that rendered the unit non-functional and beyond repair. While we cannot determine where or when the damage occurred, our responsibility is to assess the condition of the equipment as it is received and follow our replacement policies accordingly.
  We want to emphasize:
  We are not accusing the customer of causing the damage intentionally.
  We cannot file warranty or manufacturer claims on damaged equipment.
  Our replacement at no cost is contingent upon the return of a device in acceptable condition.
  We remain committed to supporting our customers and will continue working internally to improve how we handle and communicate these difficult situations.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23308303
  
  I am rejecting this response because: its just wrong and terrible customer service. You can reiterate your policies all you want, but there are exceptions to honest companies providing services/equipment to consumers. Everyone Ive told my story to have ALL said scam!  I agree. I will reiterate again, I did not damage the unit. I have no control over how *** or the people in your warehouse handled the package. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesperson lied and because of his lies caused me to miss the return deadline for a full refund. They have a 100 percent refund policy as long as you return the product within 5 days. I contacted 1st class medical on the 5th day because the product (a portable oxygen concentrator) was very noisy and I wanted to return it. He told me a hard reboot would resolve the noise issue and told me to run the machine until the battery was completely drained and then restart it. This did nothing to resolve the issue but by the time the hard reboot was completed I had missed the 5 day window for full refund by a matter of hours! The salesperson also told me it was 20 percent not 25 percent because I had missed the deadline. And when they did issue the supposed 75 percent refund they withheld more than 25 percent. They refunded $1987.50 for a $2695.00 purchase. It was like brand new and had not been run more than 10 hours which is another of their requirements for full refund. This is like highway robbery as far as Im concerned charging over $700 for nothing.

  

  Business Response

  Date: 05/12/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, we do see that you were refunded in full on 4/09/25. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 05/15/2025

  This is in response to my complaint against 1st class medical (********). While their response to my complaint sounded nice, once again they were not telling the truth. They indicated that they issued a full refund on 4/9/25. But a full refund would have been $2,695 and they only refunded $1987.50. In my world that is clearly not a full refund. Im still very dissatisfied with this company.  
  Sincerely 
  ****** Anderson 

  

  Business Response

  Date: 05/30/2025

  We appreciate the customers follow-up and the opportunity to clarify.
  As stated in our previous response, the customer signed and accepted our Return and Exchange Policy on March 12, 2025, which outlines the terms and any applicable fees for returns, including restocking or usage deductions where relevant.
  The refund of $1,987.50 issued on April 9, 2025, reflects the terms agreed to in that signed policy. This amount accounts for the standard restocking fee, which was disclosed to and accepted by the customer at the time of purchase. While we understand the customers expectation of a full refund totaling $2,695, the refund issued was in full compliance with the agreed-upon return conditions.
  We regret that the customer remains dissatisfied, but we believe we have acted fairly and within the bounds of our documented and acknowledged policies. We remain available to address any further questions the customer may have.

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23292859
  
  I am rejecting this response because:
  As I stated in my original complaint the salesperson, Forest *******, mislead me by telling me a hard reboot would correct the noise problem issue! I would have returned the machine within the 5 day real full refund period had he not led me down the full reboot path on day 5! I see this as a legal way to rip off customers!! 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told it was full flow it wasn't I called them right away they are lying they said I called them 7 days after receiving items I didn't I called them right away I was in the hospital even when I called them ,they refuse to give me my full refund they knew I wanted a full flight w and it wasn't full flow they lied to me so I would buy it and then there trying to take over 500 dollars from me trying to say restocking fee when I call right when I received it plus I had to pay an additional 1 and some dollars to send it back so it costed me over ***** dollars I want my full refund cause I sent it back and I had to pay insurance to make sure it went back undamanged

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account i do see that you have since been refund on 3/25.  Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone gave my contact information to 1st Class Medical and they have not stopped calling, emailing and texting me. I have opted out of emails and texts, blocked phone numbers MULTIPLE times, yet they keep contacting me from different phone numbers.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced with unsolicited communications from our company. Upon reviewing your account, we found that you have been successfully opted out of email, text, and phone communications, as per our records.
  It is possible that a technical error or system glitch may have resulted in the continued delivery of these messages, despite the opt-out request. We are actively investigating this matter and will ensure that it is resolved promptly to prevent any further disruptions.
  We deeply value your privacy and are committed to resolving this issue to your satisfaction. If you continue to experience any issues or have additional questions, please dont hesitate to reach out to our customer support team directly.
  Thank you for your understanding, and we appreciate the opportunity to address your concern.
  Sincerely, 1st Class Medical

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The unit is only 10 months old. Its not working right I want a replacement its an oxygen concentrator portable. I put page $2640.00. I want a replacement or give me one to use and not pay a rental fee for a ten month old product. That takes eight weeks repair.They should give me one to use while this ones being repaired or replaced which I dont know if Im going to trust being under a year only 10 months and I have to rent one for $390 with shipping.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced regarding the repair of your merchandise. We strive to ensure that all of our customers have a positive experience with our products and services, and we would like to clarify the situation.
  As per the terms of the manufacturers warranty, your merchandise is covered for necessary repairs. However, please note that the manufacturer's typical turnaround time for repairs is between 6 to 8 weeks, as outlined in the warranty terms. We understand that this may be an inconvenience, and we appreciate your patience as the manufacturer completes the necessary work.
  While manufacturer warranties do not include a loaner program, we are pleased to offer our customers the option to use our loaner program during this repair period. This program provides a temporary replacement for the duration of the repair at a cost of $300. This is an optional service we offer as a convenience, and it is available to ensure that you are not without a product while waiting for the repair to be completed.
  We understand that this may not have been clear at the time of your initial inquiry, and we apologize for any confusion this may have caused. Please let us know if you would like to take advantage of our loaner program, or if there is anything else we can do to assist you further.
  Once again, we sincerely apologize for any frustration youve experienced. Your satisfaction is important to us, and we are committed to working with you to resolve this issue in a timely and satisfactory manner.
  Thank you for your understanding.
  Sincerely, 1st Class Medical