Complaints
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 28 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:09/20/2023
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.
Complaint: 20627766
I am rejecting this response because: No resolution haqs occurred. Once it has actually occurred, then and only then, will I resolve this on my part. I fail to see what their response is as I'm not allowed to view my own health information in their response which is wrong. If I can't read the full response, then how can I even think to accept it? Plus, resolution has NOT happened yet. They are lying.
Regards,
M*** *******
Business Response
Date: 09/25/2023
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.Business Response
Date: 09/29/2023
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: 09/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20627766, and find that resolution was completed when arrival of said device arrived.
Regards,
M*** *******Initial Complaint
Date:09/19/2023
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.
Complaint: 20610879
I am rejecting this response because:The company has contacted me, but only to deny repairing the G3 unit we have and to offer no reasonable solution. They refuse to service or fix the item in question, so while they claim to not have heard back, I have spoken to several people within the company and always been given no solution to repair a $2000 item that is less than 4 years old. They just want to force us to purchase a new product that inevitably will also be out of commission within 3-4 years because they discontinue it and refuse to fix the item. That way instead of offering repair, they can profit off the sick for $2,000+ every few years. It’s despicable if you ask me the way they take advantage of sick people who need oxygen to live a functional life.
Regards,
S*** ***********
her $2,000-3,000.
I am currently talking to attorneys to file a lawsuit against Inogen, but in the meantime my fiancé is suffering needlessly at the hands of this terrible company. I don’t know how these people sleep at night knowing how many sick people they take advantage of and hurt in this model. It’s disgusting.Business Response
Date: 09/25/2023
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.Business Response
Date: 09/29/2023
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:09/14/2023
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.
Complaint: 20606974
I am rejecting this response because: Inogen mentions in their written response that they tried to contact me "multiple times" and "multiple channels" but in fact, they called exactly once and left a voice mail message, with a generic message and a phone number to call them back on.I will call that phone number this week, however, it is premature to resolve this issue at this time.
Regards,
C********** ********Business Response
Date: 09/19/2023
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 understandingBusiness Response
Date: 09/25/2023
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.Initial Complaint
Date:09/13/2023
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.
Complaint: 20593073
I am rejecting this response because:
I appreciate the company reaching out to me with their explanation of charges. However, I’m leery of their explanation and want to contact my brother who is an attorney that specializes in malpractice cases. Due to having Covid I haven’t had a chance to reach out to him. I will do that immediately and abide by his professional opinion. If you need to close this case in the meantime I cannot stop you. Thank you.
Regards,
J*** *******
tor and it was a billing issue and I needed to talk to billing. I explained I had with no results. They offered to send the billing supervisor an email and that person would contact me in a few days. I never heard from anyone. Today I contacted Medicare because they were also charged for something I didn’t have. They said I could pursue this independently or request a fraud investigation. I chose to continue to pursue it.Business Response
Date: 09/15/2023
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.Business Response
Date: 09/20/2023
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:08/25/2023
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 am rejecting this response because:
I did speak to someone yesterday from Inogen, I’m in hospital was hard to get through. Any way I told the rep that I was sold the unit by Oxymed. I spoke to them yesterday I’m not sure they are going to do anything for me or not.
Regards,
S**** ******Business Response
Date: 08/30/2023
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.Business Response
Date: 09/01/2023
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: 09/05/2023
I have reviewed the response made by the business in reference to complaint ID 20518781, and find that this resolution is satisfactory to me.
Regards,
S**** ******Initial Complaint
Date:08/17/2023
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 an oxygen concentrator (Inogen G5) as recommended by my physician. I purchased the lifetime warranty. The first oxygen concentrator stopped working and I was sent a replacement that was refurbished. Within a few months the machine was so loud that I couldn’t use at at doctors appointments. I called for another replacement as the motor was overheating. I was promised that I would have the replacement next day because I require oxygen with IV nutrition. The warehouse did not send the replacement out and would not allow me to talk to management. I have not been able to eat (receive IV nutrition) for 48 hours now due to not having the machine and the company is in no hurry to get it to me before I end up in the hospital. I will have my husband buy a different brand tomorrow so I can have my IV nutrition treatment and breathe while I’m on it, but this company is scamming oxygen dependent people and making mistakes which can kill their customers..Business Response
Date: 08/23/2023
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:08/16/2023
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.
Transaction date: 6/21/2023
I have not paid my bill yet but my insurance has. 165.00 per month x 2 months = 330.00
I was recently given a portable oxygen machine ordered by my doctor from Inogen Inc. I received a bill for the following...
Inogen Stationary Oxygen Services. 130.00
Nogen Portable Oxygen Services. 35.00
165.00
When I called Inogen I spoke to several people, most said not only I but my insurance should not be charged for the stationary unit. When I was transferred to the billing department they said regardless if I received the stationary unit or not that all were charged, stationary and portable. I feel this is a money grab and intentionally an over charge by the company.
Though I don't mind paying the 35.00 for the portable unit I used I don't feel its right that I pay for the stationary unit I never received.
Thank You,Business Response
Date: 08/22/2023
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:08/02/2023
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 an inogen oxygen concentrator and was not provided with a contract or written documentation of stated product guarantees or return policies. I was told by the inogen sales representative inogen of lifetime guarantee and a 30 day no questions asked return policy. I asked at the time of purchase for theses documents and was told they would be provided but have not been. I have attempted to contact inogen to obtain these documents so i can return the item. Inogen customer service has multiple times indicated i can only obtain these documents and return the item via the sales representative who sold me the item. I have attempted to contact him multiple times via phone and email and have not received any reply. I have continually been given the run-around by inogen customer service and feel they do not have any interest in helping me resolve my issues.Business Response
Date: 08/03/2023
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:07/28/2023
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 rejecting this response because:The Inogen response contains false statements. They have not attempted to contact me multiple times nor through multiple channels. One attempt to contact me was made on 8-2-2013 @ 6:27pm EDT. The following is a transcript of the voice message that was left:
“Hello, my name is Bernice I’m calling from Inogen Oxygen
Company on a recorded line for quality insurance purposes. I was trying to
reach D****** ****** regarding their oxygen equipment. I just wanted to give
out a courtesy call and follow up on the issue you were having with the
portable oxygen concentrator. I know that we sent out a replacement and picked
up a defective Inogen. Just want to insure there were no issues with the one that was
received. If you have any questions or concerns, please feel free to give us a
call back at 877-466-4336. Thank you very much I hope you take care, and you
stay safe. Goodbye for now.”The voice message only addressed the most recent defective unit and did not address the other three and the ongoing issues. I only settle complaints via email or mail so I can maintain a record of the conversations.
Since Inogen has not offered a solution and has issued false statements, I will also be filing a complaint with the FDA that Inogen is consistently shipping defective medical devices to Medicare patients.
Regards,
D****** ******
ressed. Searching the internet shows that this is an ongoing issue with the G5.
Inogen should step back and look at the painful experience the auto industry suffered through because of on going quality issues and the resulting customer retention problems that took decades to recover from. The repeat trips to dealers to fix problems are "customer dis-satisfiers" and the repeated calls to Inogen is making very unhappy customers.
This information will also be forwarded to my insurance company to hopefully find a more reliable supplier.Business Response
Date: 08/03/2023
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.Business Response
Date: 08/14/2023
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: 08/15/2023
I am rejecting this response because:Based on the company's stock responses and false statements, they have no plans to resolve this issue. They are going to continue their business model of scamming insurance companies and Medicare with their continuous stream of defective products.
Regards,
D****** ******Initial Complaint
Date:07/17/2023
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.
On July 7, 2023 my Mom's Inogen machine displayed an error message. For 7 days I've been trying to get a replacement machine sent to her. They are supposed to replace the machine within 24-48 hours via UPS. Everytime I speak to a representative I'm assured it's on its way and then when the machine doesn't arrive I get a different excuse everytime I call. Lastly, Inogen provided me with an invalid tracking number and the supervisor refuses to speak to me. As of today, July 14th, I was just told UPS should deliver it by tomorrow. But, I'm filing this complaint because I've heard this from Inogen all week while my Mom has been without her oxygen machine.Business Response
Date: 07/19/2023
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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.