Complaints

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.

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service Issues
  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 January I reached out to Inogen regarding getting my mother set up on a concentrator oxygen machine, She has signed all documents needed that we know of so far, and updated all her health insurance information to get the insurance billed for the equipment, We were told that it would take about 4 weeks to get the equipment and we are now over 30 days out and have not been contacted about an approval or if we are missing any information. We have called several times, I have personally emailed the rep that sent us the paperwork to sign, I have left messages and not been responded to. I have left a message with the recording saying a call back would happen in 3-5 business days and I never get a phone call back. Lack of follow up and still to this day we still have not gotten any response from Inogen on where the process is at this point.

  

  Business Response

  Date: 02/21/2023

  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.Tell us why here...

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  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 is currently on oxygen that she needs for survival. Her primary care doctor sent Inogen documentation to receive a portable oxygen tank that she can carry around like a purse because she weigh maybe around 90 lbs and the regular tank is to heavy for her to push along with her walker. My mother told me she received a call from who I found out to be a man name HERB McGEE from INOGEN in sales and was conducting everything that the doctor stated to us in reference to sending over the right documents, my mother called frustrated because HERB stated he mailed out documents to her and she never received it. I can go on and on but at the end of the day I would like a supervisor to call me because I was told by HERB that he didn’t feel comfortable with helping us to he pass the situation supposedly to his supervisor on 1/24/23 and I have yet heard from anyone.

  

  Business Response

  Date: 01/26/2023

  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.Tell us why here...

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  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.

  Purchased new Inogen G5 oxygen machine 2 months ago for the price of $ 3191.00 Didn't work for me as it did not produce the 2 liters of oxygen that my prescription requires and the salesperson assured me that it would go up to 6 liters. I called with my concern about the oxygen output.
  Called a second time ( after the 30 day return) because it was not working properly. They helped do a diagnostic over the phone and the screen stuck on the last screen of the test. They sent me a replacement machine. The replacement machine had over 20 hours of use on it. ( Remember, I purchased a BRAND NEW machine SN- 2243287- manufactured in the 43rd month of 2022.)
  I called and asked why it had 20 hours of use and they said they would send me a new replacement machine. It arrived today. It has 20 hours of use and has a serial number of SN-20180265. This is basically a 3 year old refurbished machine- manufactured the 18th week of 2020.
  My wife spoke to a very rude person named Linda on the phone today and she accused her of something nefarious because my wife knew the manufacturing date by the serial number and questioned why she had that insider information. She was not helpful in resolving the matter. They are trying to say that a 3 year old machine with 20 hours on it is the same as a new (60 day old) machine.
  
  I want my original NEW machine back repaired as it is under their "lifetime" warranty. I do not believe that a 3 year old refurnished machine is the same as a brand new one. If they will not give me my "new" machine then a refund is the next option.
  
  Their warranty is only for the original owner, not the machine and is not transferrable. I need to be able to sell this machine and I am puzzled as to why I purchased a brand new machine 60 days ago and now have a 3 year old machine with no remedy from the company. This is not an acceptable business practice!

  

  Business Response

  Date: 01/20/2023

  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:01/11/2023

  Type:Customer Service Issues
  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 IS-500 Inogen G5 System concentrator for $3,491.00 from Inogen. My health provider inform us that we would be reimburse us for the cost of the concentrator. I submitted the receipt from Inogen with a claim from to my provider (Cigna) for reimbursement, We spoke with Cigna on the phone and were told we would receive 90% of the cost of the concentrator, but would need 3 additional items from Inogen. the items were Inogen tax ID number, HCPCS (Healthcare Common Procedure Coding System) code, and Diagnostic code. We contacted Inogen and were told by Inogen that they will not help with us to get reimbursement from Cigna it was there policy. We were also told by Inogen when we purchased the concentrator they would help with reimburstment if our insurance paid. Would you please help. Inogen phone number ###-###-####, my cell is ###-###-####

  

  Business Response

  Date: 01/17/2023

  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: 01/17/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18716370, and find that this resolution is satisfactory to me.

  Thank you for your help, I just received a call from a Inogen and was given the information I need to submit a claim to my insurance carrier. Inogen was very helpful in suppling the requested information, no problem at all, very professional. Would please close out my complaint ID #18716370 with a note of appreciation and gratitude to Inogen.
  
  
  
  Regards,
  
  
  
  L*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  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 September 20,2021 I purchased a inogen sales person: H******* ****** this man did not explain anything about what all the facts are about this machine. He won’t come and talk to me I called several times and no answer I had no idea that the machine would not work for me. Today 01-5-2023
  I have been on the phone obtaining information on oxygen supply and how it works. I was told the wrong information when purchasing the innogen. I am so upset The concentrator at home is continuous flow of oxygen and the bottles are continuous also. Today I found out why I cannot breathe when I leave exercising. The innogen is just a pulse flow only get oxygen when I breathe. So I thought I would be smart and get the innogen (because I was told the machine is light weight and it is not and told the battery would last longer than a regular tank. What good would that do if I can’t breathe. so I have called customer service several times Innogen never explained anything and they will not let me out of my contract. I decided that my husband snd I are on fixed income and this is alot of money to pay and I cannot use it, I have been loosing my level of oxygen and now I have figured out why. This is a life snd death situation and asm glad I having Severe COPD and not being able to breathe how his sales people get their sales and not explaining could be very dangerous. I hope you are able to help me snd my husband to get the company to stop charging my checking account. Thank you.

  

  Business Response

  Date: 01/11/2023

  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:01/05/2023

  Type:Product Issues
  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's Inogen was not working, so I called customer service and explained issues/codes and they sent her another Inogen. That machine did not last even six months, so they said we needed to purchase a new Inogen complete with a three year warranty, column, power supply, two batteries, power cord and carry strap. She received it and started using it the beginning of September 2022. On 11/16/22, I received a call from the senior community where she lived that she was very confused and found her Inogen wasn't working again. It just turned off by itself. It didn't need the column replaced yet. When the EMS arrived her SPO2 was only 60. I called Inogen the end of November to let them know the machine did not work again. There is a 3 year warranty but we no longer want to use Inogen. We also requested her money back ($2544.00). Customer service said the supervisor would call me back with instructions for returning. No one called so I called back on 12/5/22, the agent said she reached out directly to leadership to call me back. One month later, no one has called me back.

  

  Business Response

  Date: 01/10/2023

  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:01/03/2023

  Type:Customer Service Issues
  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 received a Final Demand Letter from Inogen today, 12-31-2022, stating that my recertification for oxygen coverage is PAST DUE and Inogen has exhausted all efforts in contacting me and my physician to obtain the required documents. The letter further states that I failed to be recertified for oxygen coverage 12 months after my initial certification. First of all, the letter I received today is the first time I've heard of the recertification requirement or Inogen's alleged attempts to contact me. I have not received a phone call or a previous correspondence by standard mail or email. Secondly, my initial certification was on 1-27-2022 which was only 11 months ago. I am terminally ill and I need the oxygen yet I deeply resent the threatening tone and inaccuracies contained within the letter.

  

  Business Response

  Date: 01/10/2023

  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: 01/10/2023

  
  
  
  
  I am rejecting this response because: The matter has NOT been resolved. While it is true I am working with a Reimbursement Advocate to resolve the recertification piece, a resolution is still pending. Also, Inogen has not addressed the inaccurate allegations in their Final Demand Letter. 
  
  
  
  Regards,
  
  
  
  D***** * ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/11/2023

  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: 01/12/2023

  
  
  
  
  I am rejecting this response because: Patronizing me and saying it has been resolved does not make it so. I'm sorry but the matter has NOT been resolved. While it is true I am working with a Reimbursement Advocate to resolve the recertification piece, a resolution is still pending. Also, Inogen has not addressed the threats and inaccurate allegations in their Final Demand Letter. 
  
  
  Sincerely,
  
  
  
  D***** * ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  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.

  In May 2019, we purchased an Inogen At Home Concentrator through Inogen's salesperson that we were assigned to. As part of the terms of the sale, the following were also included:
  
  "· 25ft cannulas / Call in every 6 months to receive new tubing due to lifetime warranty options
  o Filters on front of the unit / Columns inside the unit – should wear and tear ( 1-2 years ) "
  
  My mom uses the device 24/7 and it is important for us to make sure her concentrator works properly and so having the filters and columns replaced are critical. Therefore, I tried to contact the salesperson in May 2022 but the e-mail bounced back. I then called customer care (Chevin (sp?)) on May 26, 2022 and she said that she would have a supervisor call me back, which never happened.
  
  Regarding Canulas, I contacted the salesperson in May 2020 and since he mentioned the shortage of supply with COVID, we went ahead and ordered 10 Salter 16Soft Canula with 25 foot tubing for $37.50 from DirectHomeMedical. Since then, we have bought canulas two more times on 6/6/21 and 10/9/22. I believe Inogen should compensate us for these now that COVID is the new normal and honor their agreement in the future. E-mail Receipts can be provided.
  
  Please see supporting documents for purchase of concentrator and e-mail with terms of sale.

  

  Business Response

  Date: 12/16/2022

  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: 12/20/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18558986, and find that this resolution is satisfactory to me as long as they deliver inside cylinders, outside filters as needed and also 6-8 25 ft canulas every 6 months for free as initially promised.
  
  
  
  Regards,
  
  
  
  *******r (for P******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/21/2022

  Type:Delivery Issues
  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 10-26 I received and returned paperwork to intake Dept to have home oxygen and a G5 POC to be paid by insurance. Further I verified my Dr fax. On 11-10 I asked a sales rep I had worked with earlier to refax paperwork to my dr. On the same day my Dr texted and stated they had it and would try to get it back out by 11-15. On 11-15 my Dr notified me it had been sent. I called intake and spoke with April, since I need this for thanksgiving she said she would put a rush on it. On 11-18 I called and asked status. Was told after they reviewed and determined it was necessary they then faxed a medical necessity form to my dr. I did express my displeasure in the 2 step process, considering they had already asked for paperwork and clinical notes. On 11-18 I texted my Dr and April said she would call my Dr. On Friday 11/18 evening my Dr text that she had spoke with April and had resent all paperwork including a medical necessity form. Today I call April, the phone 3 times says 8 minutes, after waiting then says leave a message and hangs up. After finally reaching April she states my Dr resent paperwork from 11-15 but not a medical necessity form. I texted my Dr, she stated it is not first time with Inogen and says she has sent a medical necessity form on Friday with other paperwork. I tried to call again this afternoon after my Dr text but same story, started calling at 3:52 central time. I was hung up on 4 times saying leave a message. I am at my wits end and after all this will still not get my oxygen in time to go out of town for Thanksgiving. I first went on oxygen in September. I left my Dr at Vanderbilt Pulmonary and received a call within 1 hour that they had an order for oxygen. The next morning they called told me how much my cost after insurance and was ready to deliver same day. I’m not sure why I can’t seem to get it from your company.

  

  Business Response

  Date: 11/28/2022

  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:11/15/2022

  Type:Product Issues
  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.

  When I purchased my unit I got lifetime warranty and now I being told by service dept I have to pay $149.00 service fee for new towers in unit as my yellow light comes on which means the unit is not working properly.

  This unit has cause respiratory arrest on me. I had to spend 7 days in Hartford Hospital due to Inogen malfunctioning.

  

  Business Response

  Date: 11/21/2022

  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.