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:04/23/2024
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 requested the Inogen portable oxygen for my sister so she could leave the house. This issue has been going on since Jan 2024. After numerous calls with over an hour wait every single time, I'm given one excuse after another. First Inogen said they sent it, but it came back saying they couldn't find the address (she lives in town of a very small town). Then Inogen said she wasn't approved, even though multiple times they told us she was. Then Inogen said they needed something from her doctor. After her doctor sent what they asked for, they said it wasn't done right. Went back to the doctor and supposedly did everything they asked and it still wasn't good enough. They refused to tell me exactly what they needed. There were many calls that said it was already sent or the UHC insurance denied it. I called UHC and they said it had been approved. Inogen doesn't call you back when they say they will. Ingogen will say they need time to investigate and then they don't call you back. Since this is a medical issue the State Attorney's office needs to get involved. I checked Inogens reviews online and evidently this is standard practice. Inogen employees lie, delay make excuses and never send the needed equipment. We have the portable tank from the current provider, but it is too heavy for her to carry, she is very frail (95 pounds) at 5'2". She is confined to her house alone and no way to go anywhere. The reviews of Inogen were never higher than 1 star and the remarks said the only reason they didn't give a 0 was because it wasn't an option. The issues that were complained about were all of the issues above that pertain to us. Long wait for an answer, wrong address, no call backs, excuses for not delivering and using procedure to avoid responsibility.
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.Initial Complaint
Date:04/22/2024
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 suffer from advanced COPD so I purchased an oxygen concentrator from Sleepeh a distributor for Inogen products in Canada. This is a followup to a complaint I have just registered with Canadian BBB about Sleepeh. I have uploaded the applicable emails between myself and Sleepeh that best describe the issues I have had and continue to have with the Inogen One G5 oxygen concentrator.Business Response
Date: 05/01/2024
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: 05/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21603755, and find that this resolution is satisfactory to me.
Regards,
D**** ******Initial Complaint
Date:04/11/2024
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.
My husband passed away on 1/14/24. I sent back equipment. I also spoke with company, account would be deleted. I cannot delete his account myself. On April 1 they billed account for $42.99, this was taken from my credit card. Mind you my husband has been gone 2 1/2 months.Business Response
Date: 04/17/2024
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:04/09/2024
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.
We purchased a new column for a inogen one G5 because a person there said that was what was wrong. Two days later the same alarm was going off so called and was told the machine was not putting out oxegan. So to me the problem wasn't the column that we paid $130.95 for. They will not reimburse us the money.Business Response
Date: 04/15/2024
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: 04/15/2024
Complaint: 21552535
I am rejecting this response because:They did not offer a refund have not heard from them since this filing.
Regards,
R****** *******Business Response
Date: 04/17/2024
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: 04/17/2024
Complaint: 21552535
I am rejecting this response because:They should refund the amount as they said the column was bad of which it wasn't so we had to pay for it
Regards,
R****** *******Initial Complaint
Date:04/01/2024
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.
My complaint is on behalf of my mother, M******* *******, for whom I am next of kin and also have power of attorney. In February of this year, Mom (age 92) moved from independent living in Pennsylvania to Brookdale Assisted Living in Barberton, Ohio. Since a hospital visit in December 2023, she has required supplemental oxygen 24/7, awake and asleep, active or resting. She was on daytime O2 PRN for at least a year prior. Mom has a home oxygen concentrator she received from a provider in PA, which she will own after one more payment. Her insurance at the time did not cover the Inogen-style lightweight portable oxygen concentrator. She uses a walker and cannot manage (or even lift) an oxygen cylinder. Without portable oxygen, she cannot leave the building in which she lives.
Since March 1, 2024, when Mom changed insurance, we have been working with the Inogen company to provide her with the Inogen portable oxygen unit. Inogen reported that her insurance approved it on March 13 but that they needed more information. Brookdale faxed them the requested information, including a physician's order and SaO2 readings, and then we heard nothing more, In the course of repeated phone calls, every time Brookdale or I call the company asking what the holdup is, they keep changing the requirements for what information they say they need. We are tired of getting the runaround from Inogen, and I am requesting that the BBB contact the company to resolve this complaint and get mom her portable oxygen without further delay.Business Response
Date: 04/08/2024
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: 04/08/2024
Complaint: 21513917
I am rejecting this response because:Brookdale personnel made yet another call to Inogen this morning, and they still did not give any indication that delivery of the product was imminent. We decided it was time to be done with Inogen and go to another provider, so Brookdale faxed Inogen a message, signed by my mother, that their services were no longer needed. The situation was resolved only because we cancelled the contract. At no time did Inogen ever contact us for any reason. My complaint against this company stands, and they deserve a major black mark on their BBB record.
Regards,
K**** *******Business Response
Date: 04/10/2024
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: 04/10/2024
Complaint: 21513917
I am rejecting this response because:As previously stated, I never got any response whatsoever from the people at Inogen, before or after making my complaint. They did not once initiate any kind of contact with me or Brookdale. The only time I spoke with a representative was when I, myself, made a phone call. We began the process of obtaining the portable oxygen unit on March 1. Over a month later, when Inogen still had not delivered the equipment, Brookdale notified them their services were no longer required. They are a horrible company to deal with, and my complaint stands with (I believe) extreme justification. You may, however, close the case, as no further action needs to be taken.
Regards,
K**** *******Initial Complaint
Date:03/27/2024
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 contacted this company SEVERAL times regarding returning their equipment. They REFUSE to send me the promised boxes to return to them. I cannot switch to a different company until this is accomplished. I received a bill from them today for $1600 for not returning their equipment. All I want is the boxes so that they can have their equipment.Business Response
Date: 04/02/2024
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:03/25/2024
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.
My husband and I own an Inogen G3 as he has severe emphysema from working around printing chemicals all of his life. We were pleased by the G3's performance but it finally quit working. We immediately contacted Inogen on 1/24/2024 and spoke to sales representative F**** who promised the new G6 was as powerful, or even more so, than the G3. Great! We purchased the G6. We found it was not as powerful as the G3. Unfortunately, during this time, my father's aggressive pancreatic cancer metastasized to his bones and he was transferred into hospice. We were instructed by F**** to speak to D**** to go over the new G6. We left a message for D**** but in the interim of waiting for her return call my father's health declined rapidly. D**** was vigilant in leaving messages but being the world's largest Daddy's girl I was in no shape to answer. My husband is also in remission for head and neck cancer and declined to take calls. I watched my Marine Corps Dad waste away to bone, not recognize me, and die in an absolutely horrible fashion. My husband and I were unable to contact Inogen until the 22nd of March due to not being available. Upon return we immediately purchased an Inogen G5 from a licensed Inogen dealer who explained the G6 had a faulty valve that didn't push the O2 as well. I then called F****. I explained the G6 was not as strong as the G3 or G5 and we would like a refund. He ridiculed me and sarcastically replied no company would release a product with such a huge problem. I thought car companies do it all the time as it is too expensive to replace the faulty part so they leave it up to the consumer. It's not unheard of. He still refused ANY refund. I hung up. We were willing to take up to $1000 less than purchase price since F**** explained we were outside of the (14 day!) return window. I also read Inogen has a lawsuit against them for LYING about the number of users they have. Not a huge step they would lie about the defective valve negating ANY return window.Business Response
Date: 04/01/2024
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:03/15/2024
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.
This company sends letters to be recertify even when doctor has sent paperwork 3 months ago . Their letter says return product if not recertify the whole time charging late fees . They done this last year now they start again this year. After calling and requesting a return label be mailed to my home because I have no printer they some how see papers from my doctor and refuse to send my label. They done this same thing last year . I want a return label mailed to me so they can stop cheating me on late fees .Business Response
Date: 03/22/2024
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: 03/22/2024
Complaint: 21438695
I am rejecting this response because: they have not contacted me . Just another lie from this company. Received email with UPS tracking of return boxes being sent 3 days ago a label was made but no movement being sent to me
Regards,
J*** ****Business Response
Date: 03/25/2024
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: 03/26/2024
Complaint: 21438695
I am rejecting this response because: I'm still waiting for this company to pick up their equipment . And acknowledge they over charged me for them not billing Medicare with the papers they admitted having when I called
Regards,
J*** ****Initial Complaint
Date:03/04/2024
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 trying to purchase my replacement cannula and filters from Inogen. I’ve been told they no longer sell the items as of December 23 however, the letter I received said they will sell the accessories until December of 2025. They did not give me accurate information and now I’m left with a machine that was supposed to be covered for the next few years and I’m down to my last cannula and filter. Help me please as I am oxygen dependent. Below is the proof of the accessories being available until next year in December. I also contacted every number they have given and no one knows anything.Business Response
Date: 03/12/2024
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: 03/13/2024
Complaint: 21382872
I am rejecting this response because: no one has contacted me nor offered to provide me with where I am able to purchase my supplies. The number they gave is incorrect and they do not have any knowledge of how to help me. I am still getting the run around and I need oxygen to breathe!
Regards,
N****** *******Business Response
Date: 03/18/2024
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: 03/18/2024
Complaint: 21382872
I am rejecting this response because:I am still waiting for my response.
Regards,
N****** *******Initial Complaint
Date:02/29/2024
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 spent almost $3,000 on the G-4 in late August 2022. I received it at the end of August (approx.28th). I got very sick in Sept. and went in the hospital until almost mid October. I started using the unit once I returned home. Within 6 months I had to return the unit do to it stopped working leaving me stranded several times, running hot, and “System Error”. They sent me a refurbished gutted unit. I have since had to return units 3-4 times. Leaving me stranded with no support for my lungs in trying to remain active. One unit stopped on me during a walk. Good thing I had a friend along. Just a day or two ago, I received another refurbished unit and it has shut down twice already plus there is little to no O2 pushed on the highest setting. I’ve changed cannula to a shorter lenght thinking it just didn’t have enough force for 2-3L using a 7ft cord. Same result with the 4ft cord. These units are over priced and advertised junk! I thought about requesting a trade up for a credit with all the problems but I don’t have faith in there products anymore. I’m calling them in the morning to replace this unit. This is a life threatening risk as I can’t go out without O2. I got it to help me stay mobile because I can not lift those heavy tanks up/down steps, in/out the car, and drag it around. I can barely carry me and a purse. This current unit is not providing enough O2 to keep my level above 90 with me sitting down or walking to the bathroom. Unacceptable! I want compensation for this noisy non-productive units and the inconvenience of having to send them back several times. Twice being over a weekend because even though the rep states they come in Saturday and should process the order right away, No one called me until Monday afternoon and I then received a replacement Tuesday. I give credit for overnight service by Inogen directly but they need to offer a better product or refund even if it’s prorated. I will be contacting them tomorrow if I survive again tonight.Business Response
Date: 03/05/2024
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.
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