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.

close

Find a Location

1st Class Medical LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/09/2022

  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.

  On December 1, 2022, I purchased an AirTivo *** from 1st Class Medical located in ********** on a medical prescription from my Pulmonologist. I have paid a total of $3,420.00 through financing and credit card for this unit. I must be on 2 liters of oxygen daily while active or further health issues could happen, including organ damage due to lack of oxygen. I was "specifically" told by the salesperson, *********************, that if the unit broke or was defective a loaner would be brought to my residence, and they would pick up the broken/defective unit for repair. As it turns out, I was sold a brand-new defective unit and the salesperson told me I must now deal with their customer service for the replacement. **************** told me I was not presented with "full disclosure" at time of purchase and that I must ship the unit to the manufacturer for replacement with a 3-5 day turn around to receive a new unit.**************** further stated they are "aware of this problem and working to fix it between sales and customer service. In the meantime, the customer is left without ********************. They further told me to contact a local oxygen company to bring me tanks while waiting for my new unit. THAT IS EASIER SAID THAN DONE AND ALSO COSTLY and I cannot afford to do that. I am a senior citizen living on a fixed income. I am now without doctor ordered oxygen risking further damage to my health.At this point, I want 1st Class Medical to immediately refund my $3,420 so I can purchase from a different company that will provide warranty replacement the same day as salesperson ********************* told me I was paying for.I am not able to upload my receipts for BBB but !st Class Medical can verify my purchase and amount paid.

  

  Business Response

  Date: 12/19/2022

  Thank you for contacting us about your recent purchase with 1st Class Medical.  I am sorry that you are having trouble with your unit. After review of your account, I do see that you were able to get a replacement unit shipped out to you.  As of 12/12, a new replacement unit was ordered and shipped to you.   Should you need anything in the future, please do not hesitate to reach out to us.  Thank you!
  
  1st Class Medical

• Initial Complaint

  Date:10/17/2022

  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 mother, *********************, and I, ***************, entered into an agreement with 1st Class Medical to purchase an Arya Portable Oxygen Concentrator (POC) made by **********. for $3,295 on 9/14/22. That day we received a bill and were charged $3,495 for a purchase made by another *************** in ***********, **********. The invoice was corrected the following day on 9/15/22, but we were never reimbursed the $200. Ultimately we returned the **** due to no fault of ours. 1st Class Medical has withheld $235 from the original $3,495, returning only $3,260. We were informed after the fact that two $45 shipping fees, one for a broken machine, and a $100 restocking fee, which we were never told about and strongly disagree with, would be withheld totaling $190, which does not correlate with the $235. More details:Upon receipt of the Arya POC we charged the battery to 100% and tested the machine out. Within a half an hour the motor stopped running, an alarm went off every ***** seconds, a triangle with an exclamation point in the center was lit up in the console area alongside an image of a telephone handle with two arcs ??)). I called customer service while the machine was beeping and they agreed that it should be returned.It was decided to exchange the machine for a Caire Freestyle **** made by the same company, for the same price, same terms minus a lesser warranty on parts. On 9/20/22 we received an invoice of **** for the exchange. I was told to keep the backpack from the Arya POC as it was supposed to fit the new Caire **** which they were out of stock. Neither the backpack nor the carrying case provided fit the new machine, both of which I needed in order to travel (I have pictures). 1st Class Medical was aware that we made this purchase in order to travel on 9/4/22. They were unable to provide us with the needed proper fitting carrying case nor backpack before our departure date, nor were they willing to work with us.I have documentation as needed.

  

  Business Response

  Date: 10/18/2022

  I do thank you for contacting us about your recent purchase with us.
  After looking into your account and reviewing all pertinent information I do see
  that you were informed adequately. With that being said, your original purchase came with a ***** shipping charge for there and back. When you entered into your exchange agreement, it was approved to waive the shipping there and you were only responsible for shipping back of *****. When the warehouse received the unit, they did in fact test the unit and it was found to be in working order and there were no defects. The carry case ******* the unit with the original battery. In order for the carry case to fit with the double battery, the zipper at the bottom would have to had been unzipped to accommodate. Our apologies for the miscommunication there. There is also a non-refundable ****** PROCESSING fee when a unit is returned I do thank you for choosing 1st Class Medical and am sorry that you werent satisfied with the unit you received. Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.