Complaints
Customer Complaints Summary
- 97 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/11/2025
Type: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 have pulmonary fibrosis and need 24/7 oxygen. I have an inogen 5. My doctor has recommended that I trade to a 6 for additional features as well as the fact the 5 is no longer being sold. When I call to talk to the rep I am told my insurance/medicare won't cover, on the rental basis, the new 6 machines and I will to pay on my own. That seems fine. The kicker is when I get that machine I can't turn it in to my insurance or medicare because Inogen won't give them to information to process the claim. I was told that was company policy. What kind of company policy takes $5000+ from a person and then prevents them from getting reimbursed for the product. I talked to both Aetna and medicare and they will cover the portable and home concentrator level 6 but can't process the claim without Inogen's participation. That not only doesn't seem right but it is cruel for someone like me. Sure i could go somewhere else and buy an Inogen but the claim information would still need to come from the company. Shame on you Inogen for being so uncaring.
Business Response
Date: 06/13/2025
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 Answer
Date: 06/16/2025
I am rejecting this response because: I talked to a guy who said if I send in the orders from the doctor they would consider having it covered by insurance. I did that and I am waiting to hear back from them. I can't imagine why they would say it was resolved.
Regards,
B*** ***** (for P***** *********)Business Response
Date: 06/16/2025
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.Initial Complaint
Date:06/09/2025
Type: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.
THIS COMPANY HAS BE SENDING FAULTY OXYGEN CONCENTRATORS. THEY WORK FOR A WEEK TO A MONTH THEN I CALL TO REPLACE THEM AND THEY SEND ME A BROKEN MACHINE THIS HAS BEEN ON GOING FOR MONTHS! I DONT UNDERSTAND WHY THE CEO CANT PUT MONEY INTO THESE MACHINES! WHY CANT YOU INVEST IN OVERNIGHT REPAIR? I HAVE 3 BROKEN MACHINES THAT NEED TO BE PICKED UP! I AM ON OXYGEN 24/7 CURRENTLY WAITING ON ANOTHER ONE.I HAVE NO RESOURCE TO OXYGEN AS I REPORT THIS. SO IF I DIE INOGENE THIS IS YOUR FAULTBusiness Response
Date: 06/10/2025
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 Answer
Date: 06/10/2025
I am rejecting this response because:
I still have broken machine it is Not closed
Regards,
K***** *******Business Response
Date: 06/10/2025
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.Initial Complaint
Date:03/18/2025
Type: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.
3/12/2025 $2,902 visa payment pending 3/18/2025 still pending. Sales person E**** to call our Doctor to get prescription. As of 3/18/2025 Doctor has had no call or fax. URL cdn.inogen.com ###-###-#### ###-###-#### ###-###-#### ###-###-#### ###-###-#### sales ####-###-#### ###-###-#### all numbers go to E****. Left multiple voice mails no reply’s. Did talk to a customer service guy with Spanish accent who would email E**** and her manager. What’s suspicious they never asked for my email. I requested they stop the pending payment or refund. Site has a 30 day refund policy.Business Response
Date: 03/18/2025
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
Date:02/20/2025
Type: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.
2000 characters is about 15000 characters short of what I need. They have been harassing me over equipment returns. They originally flubbed it up by absolutely refusing to follow our instructions that UPS needs out here, then, since the nearest ups office is about 50 miles away and we never travel in that direction, it took well over a month to get it to the ups office and now they say they never received it (after so long I no longer have the ups receipt or tracking number). I have emailed the contact with Inogen to resend me that information, but meanwhile they are billing us and harassing us with phone calls.Business Response
Date: 02/21/2025
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 Answer
Date: 03/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22966932, and find that this resolution is satisfactory to me.
Regards,
J*** ******Initial Complaint
Date:02/18/2025
Type: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.
On 1/31/25 I ordered replacement columns for the Inogen unit in my possession. I paid 130 US dollars in transaction ID- TRX-*********.
Since that date I have received 3 faulty replacement columns that depressurized and will not fit into the unit. Each time I have been assured that Inogen would ensure that the replacement would be delivered and be able to be used. Since 2/5/25 I have been without use of medical equipment ordered by my physician. Each of these units has been faulty and cannot be used. I was told to throw the, away and they would send replacements. At what point does this become or has it become a threat to my well being. I have asked for over night delivery and been denied that service stating they would only send ground and it would take 3 to 5 days. Here we are on February 14 with yet another defective column. Enough. This is jeopardizing my health. All I want is better quality control and a replacement that comes fully capable of utilization in my unit.Business Response
Date: 02/19/2025
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 Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22941907, and find that this resolution is satisfactory to me.
Regards,
A****** ******Initial Complaint
Date:02/03/2025
Type: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 M**** **** returned all equipment via UPS months ago and they continue to bill her and she has passed away. They are sending bills to this day and need to remove charges and stop billing a deceased personBusiness Response
Date: 02/07/2025
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
Date:01/08/2025
Type: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.
Have been trying to contact the company to return an unused oxygen machine for 3 weeks, no one will return our calls and we are officially outside the return window due to the complete lack of response from the company. In particular, Britt, has not done anything to process the return and because of their inaction, nothing can be done.Business Response
Date: 01/16/2025
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
Date:12/23/2024
Type: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 on medicaid, I recently got a Portable Inogen unit and a home unit from Inogen. The Portable unit is OK. The home machine Divilbiss is a piece of junk. I have had to exchange it 3 times in less than 2 weeks.
I would like a home unit from a different brand, such as one made by Inogen or another brand. The one from Divilbiss, 2 units were so loud I could not sleep and the 3rd unit is not only just as loud, I whistles too.
I have tried calling Inogen several times and they are unwilling to help.Business Response
Date: 12/27/2024
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
Date:12/09/2024
Type: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.
My inogen concentrator stopped working I called to get a replacement in the past they would send it out next day now they are telling me 3-5 business days this is total BS I need the portable concentrator to go to Dr appts store etc I should not be made to stay home waiting 3-5 days for a replacement this is a health issue I need this in order to breathBusiness Response
Date: 12/17/2024
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 Answer
Date: 12/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22656256, and find that this resolution is satisfactory to me.
Regards,
D**** ******Initial Complaint
Date:12/03/2024
Type: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 need help. Im87 years old and on oxygen all the time. so i use my inogen one when I have to leave the house. When we bought it ,I asked about battery replacement and they said just call and they would send it. After i paid of course. Well my 6 hr battery is dead and cant be recharge. So I called to get a new 1. i ANSWERED ALL THEIR QUESTION . and gave my credit card number. Then the guy said.. OOOh I would have to sign a paper that says that medicare wont pay for it first. They were suppose to send me the paper to sign and send back BUT THEY HAVE NEVER SENT THE PAPER FOR ME TO SIGN, I need the battery so I can leave my house. I have been waiting since Nov. 15 2924. They cost of the battery is $610.00 but I think they RE TRYING TO FORCE ME TO BUY A new machine. PLEASE, i need help. I have called them 3 time a am getting no placeBusiness Response
Date: 12/09/2024
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.
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