Complaints

This profile includes complaints for 1st Class Medical LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1st Class Medical LLC

  15700 Parkerhouse Rd Unit 300 Parker, CO 80134

  
• 

  1ST Class Medical

  2140 SW Main Blvd Lake City, FL 32025-0027

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:06/09/2025

  Type:Service or Repair 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 am the grandmother of a 10 year old boy who is on oxygen full time. On April 12 th I paid $2100 for 1st Class Medical to overnight a refurbished 02 concentrator. My grandson needed it to be released from the hospital. On May 21st the machine broke down while he was in school. It had a 1 year warranty we were told, The company charged $1000 , incl $150 shipping, to return it for an exchange w the understanding they would look at the damage and determine if it was our fault or not. After just over one month of use they say it is our fault and returned $200 of the $ 850 sent in the exchange. I am disputing their findings based on the warranty and the short *** of time we had it. I believe the company is responsible for the malfunction, and not the family, and would like to be compensated the $650 my son in law sent in order to exchange for another machine. I do not recommend anyone doing business with 1st Class Medical.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the situation.
  The customer submitted a POC unit for evaluation, and we advised them in advance that if the unit was found to have customer-induced damage, a $650 fee would apply. This fee is not charged by our company, but is imposed by the manufacturer when a unit is determined to be damaged due to misuse or mishandling and is therefore not covered under the standard warranty.
  We understand the customer's frustration, and we want to emphasize that we are simply following the manufacturer's established policies. As a retailer/service provider, we do not have discretion to waive manufacturer-imposed fees for non-warranty repairs/replacements.
  We value our customers and always strive to provide clear, upfront communication regarding potential charges.
  Please let us know if further clarification is needed.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23447318
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Goodwill 

  if the manufacturer is responsible then you are selling damaged equipment that the manufacturer is supplying to you. Its easy to place the blame elsewhere when your *** Is charged w selling faulty equipment. I was assured that the manufacturers of our product almost always replaced the broken machine,  and that it wouldnt be a problem to get our money back. You are selling faulty equipment and making alot of money off the backs of people trying to survive.  You will sell our machine to someone else who will have the same problem, making another $2000. I hope they read my review.   I stand by my complaint and will not do business w you again, and strongly advise others to do the same.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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 paid $2,340 on Sunday October 6, 2024 for a refurbished Arya Go with a 16 cell battery and was told by the representative at the time, ****, that I would have a 3 year extended warranty included with my purchase for this price. Other agents have told me that I only have a one year warranty since my concentrator is refurbished. Either the other agents are lying or **** is lying. Either way, I feel cheated and scammed. On May 22, 2024 **** confirmed over the phone that my machine has a 3 year warranty and said he could send me an invoice confirming the 3 year warranty. I have never received the invoice and has since been ignored in my email communications to **** with the general customer support email CCed. This company was quick to reach out to me even on a Sunday when I placed my order but now that I have an issue with them, it's crickets.

  

  Business Response

  Date: 06/06/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator.  We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, I see that the warranty has been updated to reflect what was agreed upon in your intial purchase. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 06/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have also emailed me an updated invoice reflecting the warranty.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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 bought an Arya portable concentrator on June 11, 2024.Last week the portable oxygen concentrator completely failed and the error code said compressor failure. I called last Monday (may 12, 2025) and they said it had to mailed back to them, which I did that very day. They did not provide a backup unit while they were evaluating mine which is a massive inconvenience.I hadnt heard back so called on Thursday (may 15) and was told they just received it, but it needed to be tested, etc and hopefully a different one would be mailed as soon as they realized I hadnt intentionally destroyed it. They said they would send an ******** I called back today (may 19th) and they said they checked it, and said one should be mailed in a few days. How long it takes from there was anyones guess since its not overnight express and is to be determined by *** regular shipping. When I asked what was wrong with it, he said he didnt know, but that maintenance goes a long way. When I asked does that mean I have to send it in regularly, he said no. So I asked what maintenance he was referring to, he said cleaning the filter and other things but couldnt come up with anything else. I was frustrated he couldnt explain why this happened or how to avoid it, and he became super defensive. Repeatedly telling me he could t address hypotheticals. Nevermind it wasnt a hypothetical since it actually happened to me. My husband finally got on the phone with him and asked how regularly these machines break down. He said he didnt know, and that a manager would call back hopefully today. I dont want to be stranded for weeks without portable oxygen. I cant even retrieve the receipt because in the email when I bought it, it only gives a link to the receipt and its conveniently no longer available. I do know I spent well over *****. I did use it four days in a row for a few hours but rarely ever use it. So idk if they cant handle that, but thats insane. He could offer no solutions

  

  Business Response

  Date: 05/20/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account I do see you spoke to the customer care manager and your replacement has been sent out. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair 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 machine said low oxygen, contact your provider. I did and was told upon receipt of my concentrator I would receive a new one with no cost to me - except the $90 shipping fee. I packed up my box, took it to *** for shipping. I then received a call from 1st Class Medical (thats a joke) saying my machine was damaged and I would have to pay $650.00 for a new one. They said it appeared to have been dropped. I KNOW I didnt drop it. Maybe it was dropped during shipping?Maybe someone in their warehouse dropped it? I just know I didnt. They (***** and ****) would not even consider one of those scenarios. They just kept repeating we cant get reimbursed if the unit is damaged. Why should that affect me when Im not the one who damaged it. When I asked to speak to Alexs manager I was told management doesnt speak with customers. Im concerned this is a scam to glean additional money from the elderly. $650 is a lot on money to me as I live on my social security.

  

  Business Response

  Date: 05/12/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about your experience and appreciate the opportunity to respond and clarify the situation.
  Our records show that you contacted us after receiving a low oxygen warning on their concentrator. As part of our standard procedure for such issues, we arranged to replace the unit at no additional cost beyond the standard $90 shipping fee, provided the original unit was returned in acceptable condition.
  Unfortunately, upon receiving the returned device, our intake team documented significant damage to the concentrator, consistent with an impact that affected internal components. While we do not allege that the customer intentionally caused this damage, we are obligated to follow policies that ensure returned equipment is in usable or repairable condition. These policies exist because we cannot be reimbursed by manufacturers or insurance for irreparably damaged units.
  We do understand the frustration this caused, and we sincerely regret that our communication left the customer feeling unheard or unsupported. While our representatives explained that we could not waive the replacement cost due to the damage, we acknowledge that the customer felt dismissed. We are reviewing this interaction internally to ensure better clarity and empathy in such conversations going forward.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23308303
  
  I am rejecting this response because:
  I DID NOT damage the unit - neither accidentally or intentionally. It had to be damaged either during shipment or in YOUR warehouse. Im sorry you cannot be reimbursed, however thats not my fault!  I assume thats part of doing your business. 
  Sincerely,I
  
  ***** **********

  

  Business Response

  Date: 05/21/2025

  We understand the customer's continued frustration and do not wish to diminish their concerns. However, we must reiterate that our policy regarding equipment returns is based on the condition of the returned unit upon receipt, not on assumptions of intent or blame.
  Upon arrival at our facility, the concentrator was inspected and documented by our intake team, who found significant damage to both the casing and internal componentsdamage consistent with an impact that rendered the unit non-functional and beyond repair. While we cannot determine where or when the damage occurred, our responsibility is to assess the condition of the equipment as it is received and follow our replacement policies accordingly.
  We want to emphasize:
  We are not accusing the customer of causing the damage intentionally.
  We cannot file warranty or manufacturer claims on damaged equipment.
  Our replacement at no cost is contingent upon the return of a device in acceptable condition.
  We remain committed to supporting our customers and will continue working internally to improve how we handle and communicate these difficult situations.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23308303
  
  I am rejecting this response because: its just wrong and terrible customer service. You can reiterate your policies all you want, but there are exceptions to honest companies providing services/equipment to consumers. Everyone Ive told my story to have ALL said scam!  I agree. I will reiterate again, I did not damage the unit. I have no control over how *** or the people in your warehouse handled the package. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/06/2025

  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.

  The salesperson lied and because of his lies caused me to miss the return deadline for a full refund. They have a 100 percent refund policy as long as you return the product within 5 days. I contacted 1st class medical on the 5th day because the product (a portable oxygen concentrator) was very noisy and I wanted to return it. He told me a hard reboot would resolve the noise issue and told me to run the machine until the battery was completely drained and then restart it. This did nothing to resolve the issue but by the time the hard reboot was completed I had missed the 5 day window for full refund by a matter of hours! The salesperson also told me it was 20 percent not 25 percent because I had missed the deadline. And when they did issue the supposed 75 percent refund they withheld more than 25 percent. They refunded $1987.50 for a $2695.00 purchase. It was like brand new and had not been run more than 10 hours which is another of their requirements for full refund. This is like highway robbery as far as Im concerned charging over $700 for nothing.

  

  Business Response

  Date: 05/12/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, we do see that you were refunded in full on 4/09/25. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 05/15/2025

  This is in response to my complaint against 1st class medical (********). While their response to my complaint sounded nice, once again they were not telling the truth. They indicated that they issued a full refund on 4/9/25. But a full refund would have been $2,695 and they only refunded $1987.50. In my world that is clearly not a full refund. Im still very dissatisfied with this company.  
  Sincerely 
  ****** Anderson 

  

  Business Response

  Date: 05/30/2025

  We appreciate the customers follow-up and the opportunity to clarify.
  As stated in our previous response, the customer signed and accepted our Return and Exchange Policy on March 12, 2025, which outlines the terms and any applicable fees for returns, including restocking or usage deductions where relevant.
  The refund of $1,987.50 issued on April 9, 2025, reflects the terms agreed to in that signed policy. This amount accounts for the standard restocking fee, which was disclosed to and accepted by the customer at the time of purchase. While we understand the customers expectation of a full refund totaling $2,695, the refund issued was in full compliance with the agreed-upon return conditions.
  We regret that the customer remains dissatisfied, but we believe we have acted fairly and within the bounds of our documented and acknowledged policies. We remain available to address any further questions the customer may have.

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23292859
  
  I am rejecting this response because:
  As I stated in my original complaint the salesperson, Forest *******, mislead me by telling me a hard reboot would correct the noise problem issue! I would have returned the machine within the 5 day real full refund period had he not led me down the full reboot path on day 5! I see this as a legal way to rip off customers!! 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/21/2025

  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.

  I was told it was full flow it wasn't I called them right away they are lying they said I called them 7 days after receiving items I didn't I called them right away I was in the hospital even when I called them ,they refuse to give me my full refund they knew I wanted a full flight w and it wasn't full flow they lied to me so I would buy it and then there trying to take over 500 dollars from me trying to say restocking fee when I call right when I received it plus I had to pay an additional 1 and some dollars to send it back so it costed me over ***** dollars I want my full refund cause I sent it back and I had to pay insurance to make sure it went back undamanged

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account i do see that you have since been refund on 3/25.  Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  Someone gave my contact information to 1st Class Medical and they have not stopped calling, emailing and texting me. I have opted out of emails and texts, blocked phone numbers MULTIPLE times, yet they keep contacting me from different phone numbers.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced with unsolicited communications from our company. Upon reviewing your account, we found that you have been successfully opted out of email, text, and phone communications, as per our records.
  It is possible that a technical error or system glitch may have resulted in the continued delivery of these messages, despite the opt-out request. We are actively investigating this matter and will ensure that it is resolved promptly to prevent any further disruptions.
  We deeply value your privacy and are committed to resolving this issue to your satisfaction. If you continue to experience any issues or have additional questions, please dont hesitate to reach out to our customer support team directly.
  Thank you for your understanding, and we appreciate the opportunity to address your concern.
  Sincerely, 1st Class Medical

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  The unit is only 10 months old. Its not working right I want a replacement its an oxygen concentrator portable. I put page $2640.00. I want a replacement or give me one to use and not pay a rental fee for a ten month old product. That takes eight weeks repair.They should give me one to use while this ones being repaired or replaced which I dont know if Im going to trust being under a year only 10 months and I have to rent one for $390 with shipping.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced regarding the repair of your merchandise. We strive to ensure that all of our customers have a positive experience with our products and services, and we would like to clarify the situation.
  As per the terms of the manufacturers warranty, your merchandise is covered for necessary repairs. However, please note that the manufacturer's typical turnaround time for repairs is between 6 to 8 weeks, as outlined in the warranty terms. We understand that this may be an inconvenience, and we appreciate your patience as the manufacturer completes the necessary work.
  While manufacturer warranties do not include a loaner program, we are pleased to offer our customers the option to use our loaner program during this repair period. This program provides a temporary replacement for the duration of the repair at a cost of $300. This is an optional service we offer as a convenience, and it is available to ensure that you are not without a product while waiting for the repair to be completed.
  We understand that this may not have been clear at the time of your initial inquiry, and we apologize for any confusion this may have caused. Please let us know if you would like to take advantage of our loaner program, or if there is anything else we can do to assist you further.
  Once again, we sincerely apologize for any frustration youve experienced. Your satisfaction is important to us, and we are committed to working with you to resolve this issue in a timely and satisfactory manner.
  Thank you for your understanding.
  Sincerely, 1st Class Medical

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising 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 am the personal representative for my sister's estate. I live in ****** and she lived, worked and died in Florida. Within the last year of her life she purchased a portable oxygen concentrator from 1st Class Medical for more than $2000 US. This is a substantial value so I researched options for having the equipment sold. The quickest option seemed to be to return the equipment to 1st Class medical with their buyback program. The buyback program would only provide $275 US for such an expensive piece of equipment. I accepted this low value however, expecting a check for that amount. When the check was sent, but my sister's name was erroneously misspelled, so much so that I could not deposit the check into the estate bank account. In addition, in order to receive the check, I had to pay COD $51.34 CAD. The check had been sent via ***. After calling ***, they advised me that I should contact the company and the company could fill out a correction slip for the shipping of the check. I provided the company with the information I was told by the *** representative. I emailed this to a 1st Class Medical representative in early September, 2024. They stalled and stalled. I persistently followed up with this individual but they put me off and put me off, most recently in December telling me that they moved facilities so everything is up in the air. Now that it is early February I persistently called and emailed .... finally receiving a response from the representative and it said that there is nothing they could do. I feel this is awful customer service. I replied to that email saying that certainly their company must have some sort of slush fund to cover company errors: firstly for issuing a check with gross spelling errors and secondly with incorrect shipping instructions being COD of $51.34.

  

  Business Response

  Date: 02/25/2025

  Thank you for bringing your concerns to our attention. We value all feedback and aim to provide a positive resolution to any issues our customers face.
  We understand that you are dissatisfied with the *** (Cash on Delivery) fee that was required for the pickup of your refund check. After reviewing your case, we want to clarify that this is a policy enforced by the postal service in the specific situation of delivering checks internationally, and unfortunately, we do not have control over these fees.
  We have made every effort to address this matter by discussing the situation with you on multiple occasions, explaining that we are unable to reimburse the *** charges, as they are outside of our control. As much as we wish we could alter postal service policies, we are limited in this regard and can only proceed with the processes defined by the delivery service.
  Please be assured that we have done our best to assist, and while we understand this may be frustrating, we regret that we are unable to fulfill your request for a refund of the *** fee. If there are any other concerns or if you need further clarification, we remain open to helping in any way we can within the boundaries of the situation.
  Thank you for your understanding, and we appreciate your patience in this matter.
  Sincerely, 1st Class Medical 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22898695
  
  I am rejecting this response because:

  I was requesting that 1st class medical fill our a correction in the shipping form. I started this request in August, 2024 .... I originally spoke with representative ****** and she asked me to email me the instructions I received from *** regarding corrections on the shipping form. I emailed her the instructions I was given by the ***. ****** referred my issue to her superior, ***** ****. As requested by *****, I emailed her the information I had received regarding the correction form for the **** ***** dealt with this for several months, never telling me who she referred my issue to, nor solving my issue. The shipper form they filled in for the *** was for commercial goods. They were not sending me commercial goods for me to sell, they just sent me a check. This check had an erroneous error in the spelling of the name for which the check was made out to (Estate of Mairee ******* *******). I had to pay *** $51.34 CAD in order to receive a small envelope that contained only the check that was not usable to me. I think it would be reasonable to expect the company to reimburse these funds to me because: #1, They spelled my sister's name incorrectly and thus I could not deposit it in her estate account. and #2. The value the shipper used on the shipping form was inappropriate. #3. The shipper is the only one that can fill out a correction form regarding the inappropriate value. See the copy of the emails I sent to their representatives ****** and *****. #4. The refund of the *** fee of $51.34 would not even come from 1st Class Medical. Filling out that form would trigger a refund to me from the ****

  I hope this message along with the copies of the emails to ****** and ***** will motivate First Class Medical to fill out a correction form in the shipping notice supplied to *** and that then *** refunds me the $51.34.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out to us. We sincerely apologize for any frustration or confusion youve experienced regarding your recent transaction. We understand your concern regarding the *** charges for the check sent to *******
  We have reviewed the situation carefully, and as previously communicated, our companys policy does not allow for the refund of *** charges once the transaction has been processed. Unfortunately, we are unable to make exceptions in this case. These charges are levied by the courier service, and we do not have the ability to modify or refund them.
  We truly value your business and understand how disappointing this may be. If there are any other concerns or questions regarding your transaction that we can assist with, please dont hesitate to reach out to us directly.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22898695
  
  I am rejecting this response because:
  

  I was requesting that they fill in a correction form to the **** Thats all. By doing so, the *** would then refund me the $51.34 that I had to pay to receive the bad check from 1st Class medical. The correction form would trigger a refund to me from the **** I dont understand how filling out a correction form for shipping could be against company policy. What company would have a policy of not reversing a charge?? 1st Class Medical should be eager to fill out a correction form, thereby owning up to their mistake, and restoring honesty to their business. How is it fair for me to have to lose as a result of their error in filling out the shipping form? 

  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/21/2025

  Thank you for reaching out to us with your concern. We understand your frustration regarding the *** (Cash on Delivery) fee, and we truly appreciate your patience.
  We would like to inform you that we are more than willing to assist in this matter by submitting a correction request to *** regarding the *** fee. However, please note that *** is a separate entity, and we have no control over their decision to approve or refund the fee. While we will certainly make the request on your behalf, we cannot guarantee that *** will issue a refund.
  We value your business and are committed to helping resolve this matter as best we can. If you have any additional questions or need further assistance, please don't hesitate to reach out.

  1st Class Medical

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22898695
  
  

  Thank you for agreeing to send in a correction form to ***.I am disappointed though that this wasnt done in a timely fashion at the start of my discussions with 1st Class Medical. I am happy that youre willing to send in the correction form now. Thank you. Please refer to my earlier emails where I explained what *** had told me about the value for sending documents like a check. The value on the form should be small (less than $20 . Something like $1, $3, or $5).

  
  I understand that you cannot control the response that *** provides to you. I am requesting a copy of your communication with *** and a copy of their response. If the reason that *** doesnt provide a refund of the fees to me because a deadline date for sending a value correction form has expired, then I believe that First Class Medical should still reimburse my fees as it was First Class Medical that made the error in the shipping form, had an error in the check they were sending me (the check could not be deposited), and did not agree to sending in a change of value form in a timely manner after I originally requested it.
  

  Thank you for agreeing to send in the value correction form now to the ***. I hope this will bring back my $51.34 to me. If it doesnt, I hope 1st Class Medical will use some of their general revenue funds to reimburse that fee to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair 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 purchased a concentrator from 1st Class Medical LLC on 5/1/23. It developed problems and had to be sent to *** on 11/21/24. We were told that it would be 5-7 weeks before it would be back. We elected to use portable for this period. It is now 1/11/25. And all we are getting is a run around as to when this concentrator will be returned. They understand that they are not following the orders that they have. I need this o2 machine back now or a replacement. It had a 5 year warranty. We paid $150. Shipping both ways on this unit.

  

  Business Response

  Date: 01/13/2025

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously.  After further review of your account, I do see where we replaced your unit back in November.  This is not in repair.  Sorry for the confusion but the unit that you currently have is your replacement. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.
  

  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22798760
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  this response was In regard  to the portable unit I have. The complaint was on the large stationary unit that I still have not received.

  

  Business Response

  Date: 01/22/2025

  Thank you for contacting us about your concerns. Our apologies on the miscommunication regarding this.  After further review of your account regarding the Home Concentrator, I do see that we have since replaced your unit as of 1/13 and you have received it on 1/16/2025. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at tel:*********** should you have any additional questions or concerns.