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Business Profile

Medical Supplies

Inogen One
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Date of transaction: 7/2/2024
    Amount of money: $3,555
    What the company committed to: 30 day free trial
    Nature of the dispute: My 87 year old mother, Helen Hull, is on oxygen. She felt that the Inogen would be a life changer for her because of the light weight. Once she received the unit she quickly discovered it was too heavy for her. I have reached out on 7/16 7/17 and 7/22 to get the return number so I can ship the unit and accessories back per the 30 day free trial instructions. I continue to get a run around with no next step for resolution. My mother is on a fixed income and this was a significant amount of money. She is worried sick about it. 

    Business Response

    Date: 07/29/2024

    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 understanding.

    Customer Answer

    Date: 07/29/2024





    Complaint: 22025906



    I am rejecting this response because:  Inogen has not attempted to reach out to me AT ALL.  The only initiating of communication has come from me reaching out to them multiple times over multiple days.  That being said, I did receive a RMA # and have shipped the Inogen back to the company.  I am waiting for a refund to post to close out this complaint.  I do not have trust or faith in this company that it will be issued once the return is received due to how nonresponsive they have been in assisting me with the return during the risk free 30 day trial.



    Regards,



    K***** ********


























































    Business Response

    Date: 07/31/2024

    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: 08/01/2024





    Complaint: 22025906



    I am rejecting this response because:  No one has attempted to reach out to me throughout this whole process.



    Regards,



    K***** ********


























































  • Initial Complaint

    Date:06/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 oxygen and I inquired to get an Inogen machine and my medical insurance even approved to pay the full cost for the unit but Imogen wanted my medical records in order to proceed in which was verified by my doctor as well as my insurance that they did not need to see especially if my insurance agreed to pay the full cost.

    Business Response

    Date: 06/27/2024

    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:06/17/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Replacement needed for a concentrator g3. They sent columns to repair it. That didn’t work
    I have waited on the. Phone 3 times at 45min each. And was sent to a survey. This machine is needed to be able to go on appointments. I have pulmonary fibrosis. No cure.
    Replacement needed now.. this has been going on since may31

    Business Response

    Date: 06/17/2024

    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.

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Answered
    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 a POC G5 that will not load--I have had it replaced and I have had the ac power cords replaced.SN******69 is waiting for someone at imogen to tell me how to fix or replace this equipment again, I have doctors i need to see and no oxygen to get me there

    Business Response

    Date: 06/10/2024

    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:06/07/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Rental unit does not work

    Business Response

    Date: 06/17/2024

    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: 06/18/2024





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21817073, and find that this resolution is satisfactory to me.




    Regards,



    J ******








































  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 them several times because they sent a machine that I did not order or want. They will not send me the information or sending it back. They said if I get the machine I ordered I have to keep the other one. I want to send it back.

    Business Response

    Date: 06/04/2024

    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.

  • Initial Complaint

    Date:06/03/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Caveat I Emptor(let the buyer beware).
    I entered into a contract in late February for an Imogen Rove 6. They told me they would not ship until I paid the total amount of $3515.00 upfront. This amount cleared my bank on Feb 28,2024 and I received a new Rove 6 March 4,2024. It failed after 6 hours of use and they replaced the units 8 times between March 4 and May 27,2024. I ask them if all Rove 6 units were defective but the service people played dumb. We all know Inogen was having problems because they replaced my units 7 times (average of one per week).
    I discussed the problem with a supervisor-C****** and I told him i demand a refund of my payment of $3415.00 if unit #8 failed which it did on May 27,2024. C****** said on May 28,2024 he would refund my $3515.00 and they provided a shipping notice for UPS.
    I tracked the shipment and Inogen received at their location in Plano, Texas on May 28,2024 at 11AM. I am now told it would take two weeks to refund my payment. Seems to be stupid to demand my money up front but they will hold my money for two weeks. Perhaps they are not aware of the term Caveat Venditor (let the seller beware)
    If

    .

    Business Response

    Date: 06/05/2024

    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: 06/05/2024





    Complaint: 21792798



    I am rejecting this response because:

    I have not received a refund for this product consumers should not buy.

    Regards,



    F*** *******


























































    Business Response

    Date: 06/07/2024

    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: 06/10/2024





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21792798, and find that this resolution is satisfactory to me.

    I received a full refund on Saturday June 8, 2024. I hope this results in some closure for this unforgettable experience. Thanks BBB for your help and assistance in this matter.



    Regards,



    F*** *******








































  • Initial Complaint

    Date:05/24/2024

    Type:Product Issues
    Status:
    Answered
    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 machine is not operating properly. It is making a loud noise as the fan in the machine continuously runs very loudly. It will not turn off unless I remove the battery and it does not hold a charge properly.
    Called Inogen and reported the problem the 1st time and was told that someone would call me back which never happened.
    So I called a second time and the person I spoke to asked me to hold up the machine next to the phone do that she could hear the noise. I did just as she asked and she told me that she could not hear the loud noise coming from the machine. I told her that machine is making a very loud noise and then the lady hung up on me.
    All I want is for them to replace the machine.
    But, dealing with some of the customer service people is just horrible.
    Can you guys help please?

    Business Response

    Date: 05/28/2024

    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: 06/04/2024

    Thank you for taking care this issue.

  • Initial Complaint

    Date:04/30/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    A 30 day return policy for seniors seems unethical. But we were willing to pay for a new working machine. October 2022 I helped my mother purchase the Inogen Portable Oxygen, because of its portability. Around the same time she had a mild stroke and was hospitalized. Once she was released from the hospital she tried the Inogen Portable tank and she said it burned. Because she is 80 years old with multiple conditions including COPD and a heart condition. I did not push the issue. I tried it myself and it burned my chest as well. The machine was used twice for less than a minute. The 30 day trial had expired but based on my experience with other medical providers we could request another one. Not the case. I called to get a replacement. Each time I called Inogen to get another machine, I was either unable to reach a live person, or the information was different everytime. I was told that Inogen no longer takes machines back. There was no remedy to return the machine. But we still owed on a machine that never worked because of the 30 return policy. My issue is If we used the machine ONCE AND IT BURNED OUR CHEST, could we get another machine. Inogen never hesitated to ask for money but we had a difficult time trying to get another machine. I spent months and many hours trying to get this resolved. No new oxygen machine. No reasonable way to redeem the situation. Now the account is in collections. Can someone contact us about this machine that never worked that we made a few payments on and now the account is in collections. Inogen provides terrible customer service. I feel sorry for those elderly that do not have someone to help with Inogen. Its extremely stressful. Which is the last thing a patient with a breathing problem needs. Stress!

    Customer Answer

    Date: 05/05/2024

    See Case #0*******. This was the service request submitted in 2022. Several telephone numbers were provided to me including, ###-###-#### to return equipment once a mailing label was sent. Never received a label. Once I called back I was told that Inogen no longer accepts equipment back. Other numbers that were I called that were unsuccessful were ###-###-####, ###-###-####, ###-###-####, Press 2. Please help us get this resolved. We will mail the machine back to avoid this from hitting my mothers credit report. 

    Business Response

    Date: 05/07/2024

    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.

    Customer Answer

    Date: 05/08/2024





    Complaint: 21647329



    I am rejecting this response because: again we keep getting conflicting information. We want to return the faulty machine and stop collections. 



    Regards,



    A****** *****


























































    Business Response

    Date: 05/09/2024

    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: 05/10/2024





    Complaint: 21647329



    I am rejecting this response because: I need the collections efforts to stop. We would rather send the oxygen machine back. Please provide an address to send the machine. I will send it back. Send a label or forward the address. I'll return the machine. Please stop the collection efforts.



    Regards,



    A****** *****


























































  • Initial Complaint

    Date:04/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 g5 needs service with issues it is having. I've emailed them twice, and they responded, I missed their phone call. I have made many attempts to call them, only to wait on hold, and get no one to answer. 

    Business Response

    Date: 04/29/2024

    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: 04/30/2024





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21625851, and find that this resolution is satisfactory to me.




    Regards,



    A******** *****








































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