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:10/25/2024
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.
In April 2024 I contacted Inogen to acquire oxygen. I was given a representative by the name of O***** (Phone# ###-###-####). I was informed what they needed from my doctors. First I was told they received everything except one document which my doctor had to sign off on. The doctor did do that and I was told by O***** they received it. I then was told it went to review dept. I heard nothing from her had to call her and leave message. This is ongoing now……I hear nothing so I called her and now every time I call they need something else. She claims she can’t reach my doctor but has the correct number. She never calls back as she says she will. I have to call her and leave message and sometimes she will eventually return my call with usually another excuse for something they need. My last communication with her was on
10/14/24 and she was supposed to to get back to me but have heard nothing. What kind of a company is this. It has now been six months with nothing but excuses for why it’s not finalized. This is ridiculous and is not the way you treat a customer. I really believe they are pulling wool over my eyes and fluffing me off. They have tons of my personal and medical information but yet I cannot get this taken care of
Business Response
Date: 11/04/2024
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 understandingCustomer Answer
Date: 11/04/2024
Complaint: 22471312
I am rejecting this response because:
They have contacted me twice since sending this complaint to you. I did call them back after they left the first voicemail and waited 3 or 4 days for them to return my call. They finally called today and left nessage at 2:09 pm and I have not had chance to return their call yet.
Regards,
D**** ********Business Response
Date: 11/07/2024
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:10/02/2024
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.
Equipment never worked!!
Finally received shipping instructions,
Packed equipment, and shipped it back
Per their instructions!
They say they haven’t received it.
They have been very rude, and have hung up on several times!!!Business Response
Date: 10/09/2024
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.Initial Complaint
Date:10/02/2024
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.
I purchased a Inogen G5 in November of 2022 with a Lifetime warranty and overnight shipping on a replacement unit if mine were to fail. Which is the main reason I purchased from Inogen and not another company. Well the first time it broke they did well shipped a replacement overnight that unit lasted 7 days before it died while I was out of town. The second unit they shipped overnight but not Saturday delivery so I had to pay for a hotel for 3 more nights waiting for it to show up on Monday. Well now that one had died and now they tell me that it will be delivered in 3 to 7 days after it ships which could be a day or 2 or 3. So I had to pay for overnight which should get here in 24 to 48 hours and cost me $63.20. There are no Managers to talk to they honestly could care less about there customers whose lives they are endangering which I think is pathetic for a medical company.
They owe me $63.20 and since all of these have died in a 6 month period they need to honor there warranty guaranteed to me when I purchased it for the LIFETIME warranty and cover overnight shipping on future broken units.Business Response
Date: 10/03/2024
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: 10/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22372926, and find that this resolution is satisfactory to me.
Regards,
C**** *******Initial Complaint
Date:10/02/2024
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 purchased a used Inogen oxygen concentrator from an estate sale that was only 2 months old. I used it for 2 years and had to replace the column twice in that time. Shortly after that it quit working and showed an oxygen sensor problem. I called Inogen customer service about getting it repaired at my cost. I was told that since I didn't buy it directly from Inogen, they wouldn't repair it even if I paid for it. No one else is equipped or allowed to repair Inogen machines. This looks like a monopolistic enterprize if I ever saw one. I asked them to check the serial number so I would know the date of manufacture but they refused to do it. I now have a $3000.00 machine that is only 2-1/2 years old and is a piece of junk. They also told me to throw it in the trash. Seems like they are geared to only selling customers new machines at a much higher price. I believe a company should honor repairs on any equipment they sell especially if the customer is willing to pay for it.Business Response
Date: 10/09/2024
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.Initial Complaint
Date:09/06/2024
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.
So my father P*** ****** got an Inogen from the company and when he went to use the device the battery would not even stay charged and when I called the company they trying to tell me I am not on his paper as authorized but I am the one who filled the paper work out and sent it in for my mother Brenda wright and they are doing this cause of the 30 day trial I am not no fool I have worked in customer service for years and it's not appreciated when I'm told that I can not speak on my father but when it comes to something happening to him they will be a lawsuitBusiness Response
Date: 09/11/2024
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:08/30/2024
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.
Hidden Annual, mandatory Cost:
A part, cannister, needs to be placed Annually, regardless of use time; even if annual use time = ZERO.
This requirement is not stated anywhere in their literature. I only learned of it when there appeared on the warning screen an icon picture and warning light
An error that not shown in their manual.
I had to call and ask its meaning.
Inogen fails to inform "anyone" that their portable units REQUIRE you buy new canisters every year. This is needed even if you do not use the unit; so some of the materials intentionally expire.
VERY BAD !!!!!Business Response
Date: 09/09/2024
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.Customer Answer
Date: 09/17/2024
i have been unable to access my email.
I have not received any information, nor do i believe has BBB regarding my complain about Inogen.
Not sure why BBB believes Inogen has taken any actions to rectify the situation I complained about and in regard to any messages containing any sensitive medical information - there is no sensitive info. Inogen is a device that concentrates O2, it is a medical device, but there is nothing "medically sensitive" about thi that i can see.
Initial Complaint
Date:08/26/2024
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 have been trying to get set up with Inogen oxygen system early June 2024 and as of yet, have not been able to due to shoddy customer service. This is the sorriest system I have ever had to deal with in order to get any kind of medical supplies. I plan to use every online service I can to let people know what a terrible business this is to work with.Business Response
Date: 09/03/2024
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:08/26/2024
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.
Received an order from Inogen for replacement columns for G5 portable oxygen concentrator on 8-15-24. Opened carton late 8-16. Called them on Mon. (8-19) because one of the dust caps was off and one is not supposed to take them off until just before the columns are placed into concentrator (per manuals). No customer service weekend accessability at Inogen.
After much reiteration of the issue, and in agreement that this is faulty, they shipped me a replacement received 8-22. BOTH dust caps were loose in carton. Called again and pleaded for warehouse and quality control involvement before they shipped yet another replacement. Carton received 8-24, signature required this time. BOTH dust caps off and loose in packing material.
Inogen is sending unhealthy equipment. One has 30 days from time of "warning" that columns need replacing before they fail. These portable oxygen concentrators cost over $3000. This is my first column replacement. I have no idea how vulnerable I am using the first one received, as opposed to failure of the original.
I have replaced the columns in my Inogen At Home several times over the years without dust cap issues. This company must conform to its own guidance and provide healthy columns that will last the warranted life and not fail quickly at over $100 a pop.Business Response
Date: 09/03/2024
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: 09/03/2024
Complaint: 22193151
I am rejecting this response because:There is no privacy issue with this company. We do not have a HIPPA protected relationship. They sell something.....I bought it online.
I was reimbursed for the product (via email notification) and was able to exchange my core product with a "new" one, negating the need to replace the column assembly. HOWEVER, they have done nothing to reassure me or anyone that their product would pass muster with insurance cos, Medicare and consumers. What will happen with the next column replacement? Did the column in the "new" replaced item have covered dust caps? I don't know if they can comply with their own directive, "Do not leave the column ends exposed; column assembly should be inserted into the Inogen One G5 as soon as the dust caps have been removed." MY 3 SHIPMENTS OF COLUMNS HAD DUST CAPS OFF, IN CARTON, NOT ATTACHED. How long will they last before they require replacement?
I own my Inogen products. They are not rented.
Regards,
S**** *********Business Response
Date: 09/09/2024
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 Answer
Date: 09/13/2024
Better Business Bureau:
I received a phone call from Inogen where they acknowledged the urgency of their faulty handling of concentrator columns and stated that they are aware of the issue and have instituted changes to prevent this happening to anyone else, ever again.I would have preferred they publicly accepted fault in their last response, which was written before the phone call that I received.
They are aware that they could not pass muster with regulatory bodies or federal insurers if they did not act.
Regards,
S**** *********Initial Complaint
Date:08/26/2024
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.
I have called Inogen 6 times this week
I need information from them to file an insurance claim
I have not heard from themBusiness Response
Date: 09/04/2024
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: 09/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22187236, and find that this resolution is satisfactory to me.
Regards,
D*** ******Initial Complaint
Date:08/15/2024
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 doctor put in an order for me to get a portable oxygen concentrator and a stationary one through Inogen. I was contacted by Inogen at the end of March and was quoted $70 a month. I was surprised because I had already met my deductible and out of pocket through my insurance company. When I asked why, I was gold that my insurance company would only cover a portion of the cost. I remember saying to the agent, "well, I guess I will be losing some weight because it's either eating or breathing". I hung up with her and just started crying because this was not an expense that I expected.
Over the next couple of days I had numerous Inogen agents that kept leaving me messages to sign the contract so they could get the product out to me. I went in, signed the contract and waited for the product. The product is great. No issues there.
Well, imagine my surprise when I received my first bill and it was $330 and not the $70 I was expecting. I was like, "what the hell". I went back into the contract and found an additional $260 added after quoting me $70. At no time, did Inogen ever call me to tell me that the quoted price was different or that their company was considered "out of network" - so remember when I said that I was told that the insurance company would only cover a portion.... well that was not true either.
I don't know how many other people have been gone through this "Bait and Switch" with them. They quote you one thing and then bill you a higher amount in the contract. My job is to speak to every person over 60 years old in the largest county in Colorado. I have such distrust with Inogen now that I will never recommend them and make sure to tell anyone that is going with Inogen to be very careful and read everything very carefully before signing because they will lie to you up front.Business Response
Date: 08/16/2024
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: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22146690, and find that this resolution is satisfactory to me.
Regards,
M******* *****
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