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:11/02/2022

  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 9/15/2022, I spoke with the Customer Development Representative at Inogen Oxygen to get information about their portable concentrators. I was told that I could try a unit for 30-days for $99.00. plus, a shipping fee of $63.20., and after 30-days, if I decided not to keep the unit, I could return it and there would not be any restocking fee (for this month) and my full $162.20 would be refunded. I told the Representative that I was going on a cruise and needed the unit before 9/24/2022, she assured me that that would not be a problem. The person that was to receive the unit, bring it to my home and show me how to use it, did not receive it because he was not available to sign for it. I never received that unit. As I understand, a second unit was mailed, this time directly to my home. However, it was delivered to my home on 9/26/2022...two days after I had left my home for vacation. I endured a HORRIBLE vacation trying to breathe for a week without an oxygen concentrator!!! I called the Representative upon my return for my refund, she apologized, saying "I'm so sorry that something so terrible happened to someone that's so nice." She then told me that "$63.20 has already been refunded back into your account" and that "you should see the $99.00 by tomorrow." Neither amount had been refunded into my account. At this point I could no longer reach the Representative. I spoke with someone (I believe in Finance), and he told me "Your money will be refunded back into your account next week." On 10/17/2022, $99.00 was returned to my account. I am still waiting for the remaining $63.20 to be credited to my account. Thank you.

  

  Business Response

  Date: 11/08/2022

  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:10/27/2022

  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.

  With assistance from Inogen Sales Representative, W** *******, I chose to purchase a brand new Inogen One G5 Portable Oxygen Concentrator directly from Inogen for my COPD. The date of sale was August 23rd, 2022 and can be validate by Inogen via their Inogen Invoice 13139845, Inogen Customer 1314780, Sales Order 2439486. In addition to the machine, I purchased the extended battery pack and their Life-Time Warranty & Service Plan. The total payment issued to Inogen was nearly $4,000. The machine arrived in a timely fashion, just in time for my August 2022 vacation in Northern Minnesota. I found it odd that the machine already had 20+ hours registered on it but assumed that was from quality assurance testing. On August 29th, 2022, at 1:50 P.M. after less than 6 hours of personal use, an audible alert and oxygen error icon started to appear which stopped the machine entirely from pumping oxygen. I validated the hose connections were solid and performed all standard troubleshooting steps as indicated in the manual. After the alerts and failure to pump oxygen continued, I called the 24/7/365 support line (877) 466-4364, where they confirmed my issue to be a faulty concentrator and had UPS send a replacement device via next day service. I received the replacement machine on or around August 31st, 2022. The replacement machine they provided me also had over 20 hours of service, but again, assumed this was also due to their quality assurance testing. On Sunday, October 23rd, 2022, after less than 20 hours of use on the machine (by me), the same oxygen concentrator error returned and again stopped all oxygen flow. Additionally, the machine was incredibly warm to the touch. After more calls and confirmation that the device was faulty, they issued another machine (also 20+ hours from the warehouse). It appeared to work, but after two hours of use, the concentrator failed with the error message, causing me to faint. Full narrative attached.

  

  Business Response

  Date: 11/02/2022

  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: 11/02/2022

  
  
  
  
  I am rejecting this response because:  Inogen issued the fourth replacement device, but has not contacted the customer nor have they offered a resolution.  Four machines in under three months, and I am concerned this one will soon fail as well.  Inogen failed to have management call and they failed to offer any form of resolution outside of continuing to replace with machines not guaranteed to be new (as initially purchased).  Again, I am asking for someone in management to return my call (as requested) and offer a better long-term resolution instead of sending faulty machines.   
  
  
  
  Regards,
  
  
  
  D**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/03/2022

  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:09/14/2022

  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 early July, my doctor ordered an oxygen machine for night time breathing problems.As I travel a good bit, a lot of it by plane, the small Inogen home unit was requested so it would fit as a carry on. What I was sent was another brand of machine that is too large to carry on a plane. The company, Inogen, has refused to exchange the equipment saying that machine was all that was available for the rental program (paid by Medicare).....however they would be more than happy to SELL me the unit I want for several thousand dollars. After going online, I have found several other companies that also SELL the Inogen unit I need. If there are plenty of units to be sold by Inogen and other companies, why aren't there any available for rental???? Seems like "Bait and Switch". All I want is the smaller home oxygen machine (continuous air flow) by Inogen that I was told by my doctor that Medicare would cover and that was small enough to fit into a carry-on piece of luggage.

  

  Business Response

  Date: 09/19/2022

  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: 09/26/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18024389, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J*** *******
  
  
  
  
  
  
  
  PS… I just received the correct machine by UPS at 10:23 am on Sept 26
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  On 07/09/2021 I called to get a portable oxygen machine from inogen. I received about a week later. I immediately called to speak to them about noise. They said it would stop after usage. Something about accordion style columns are stiff when new. In November of 2021 I called them because errors were popping up about changing columns. They said to pull battery off and unplug then plug and return battery to machine. Should be ok They said. I didn't agree with results as it was still noisy. On 11-29-2021 I was returning from Mississippi needing oxygen. Machine kept saying oxygen low or system error. I was driving so I couldn't take a picture. As soon as I got home u called ambulance and was admitted to hospital for 4 days. During hospital stay I called inogen and was sent a unit out on 12-06-2021. That machine failed and was sent another on 12-09-2021 the keeps failing also. I refuse to pay 3000$ for something that doesn't work. Collection agencies keep calling and we can't resolve

  

  Business Response

  Date: 09/07/2022

  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: 09/09/2022

  
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  L******* ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  Dear Sir
  
  I am a 79 year old male, who needs oxygen to live. I had an Inogen one concentrator to manage my breathing. I contacted inogen one regarding repair of my existing unit, and purchase of a new unit to use until the repair was complete. I was told by the salesperson that if I bought a new one he or she would have my current unit rebuilt to new condition and have bluetooth connection, also that would show it was the newest one available today with a 90 warranty.
  
  Soon after I kept trying to get someone to setup a return to know avail, 2 or 3 mos later I finally got hold of repair and was told by Wendy, that the sales person didn't know anything about repairs. Only one item will be repaired for that price. and there wasn't a warranty only for that they repaired. and that only for 3 mo's. I spent 22 years in executive sales management and did well because, first a liar isn't tolerated 2nd I had to take the responsibility for what my sales force were telling my customers. Inogens response is she doesn't know anything so excuse it.
  
  I want what was promised, nothing more or less.
  
  Thanks
  A* ******

  

  Business Response

  Date: 08/29/2022

  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: 08/30/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17752905, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  I signed up to get an Inogen through my doctor office I need oxygen. I was told that I would get a g3 portable unit and a Inogen stationary unit .They sent me a devilbliss unit that broke down at 3am the second night I used it. I called them and told them to send me what I Signed for. 3 days later I get another devilbliss I will not use this. I have called my rep and customer service many times and they said that they can't control what the warehouse sends. I want the Inogen stationary unit that is what I payed for. Not to mention I am 81 and the g3 broke down but they sent me a new g3.please help me get my Inogen. I spoke to margaritas and sam in customer service to no avail. My rep in citrus County has sent about 15 emails requesting the Inogen she gets no ware.

  

  Business Response

  Date: 08/04/2022

  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: 08/05/2022

  I am rejecting this response because:

  They called and said that was never the agreement, you had to buy the g3 to get the stationary unit and if I buy it, they will send it to me. after I finished my call with them, I called my rep she told me that an email was sent out to all reps saying not to include the stationary unless the g3 is bought. I guess the reps had no idea, but they do now.

  They called and said that was never the agreement, you had to buy the g3 to get the stationary unit and if I buy it, they will send it to me. after I finished my call with them, I called my rep she told me that an email was sent out to all reps saying not to include the stationary unless the g3 is bought. I guess the reps had no idea, but they do now.
  
  
  
  Regards,
  
  
  
  D***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/15/2022

  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: 08/15/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17655563, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D***** ******