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:12/09/2024

  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.

  Bought an oxygen concentraitor from sprylyfe med and it has went bad . they told me to send it in and they would replace the seive beds for based on the codes the unit had giiven me. they are consumer replaceable parts so i ordered a set and replaced them , unit still gave me the same codes, they asked me to do a haed start reset as per there directions , I did that and they determined it to have a problem ,was charged $90 to ship it in and they would send it to the manufacture repair facility. i sent in the new seive beds with the machine and for as they where new and had less than 2 minutes on them . thay responded they where badand wanted $400 to change them , and said there was no problem with my unit. I requsted that the unit be sent back to me and with the parts sent in with the unit. I knew i was getting nowhere with this company now. i asked for the tracking number to be sent to me as to know when to expect my unit once shipped back. three weeks laterthey call me with the number and a $99 dollar fee for looking at the machine, i told them i was not paying. this unit came with a 3 year warranty and is within that period .

  

  Business Response

  Date: 12/09/2024

  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 review of your account we do see that the manufacturer has sent you machine back to you and is due to arrive tomorrow 12/10. 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:10/22/2024

  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.

  Purchased Eclipse 5 portable oxygen concentrator along with an additional battery on 2-26-24. On 9-16-24 **ntacted **mpany Re DC power supply **rd SN ********* doesnt work when plugged in 3 different sources with battery SN *********. Alarm on LCD text said FAIL **, green light off yellow light on. This battery would not work with ******** supply either. The concentrator itself would work with ******** supply only. I have asked for replacement of battery an DC power supply since they are definitely under warranty. ( spoke with Jasmine) I have paid $90. via credit card for return to the **mpany a return of items back to me. Called ** on 9-20-24 spoke with Jasmine due to no email with date of pickup by *** was told would receive one that day, I did not. *** picked up 9-23-24 delivered 10-1-24 received at front desk but not checked in until 1 wk later. Called again on 10-15-24 spoke with ******* and she will **ntact **** to send out replacement, will send me email with tracking #, never received. Called again this AM spoke with **** said items were checked and notes said DC power supply worked but no **mment about the 450$ battery. She said she will **ntact manager and will call me back. Well she hasnt. I want new replacements **** for products under warranty and a warranty for those new parts that doesnt expire on date of old products. Poor customer service, unreliable on follow up with no **mmunication after they get your initial $$. Copies with explanation of returned products.

  

  Business Response

  Date: 10/23/2024

  Thank you for contacting us regarding your concerns. We assure you that we take your concerns very seriously and have taken every step to review your account to understand the issue at hand. After fully reviewing your account, we do see that **** called and spoke with you yesterday informing you that the replacement items were shipping. The items shipped yesterday under the tracking number: 1Z4607X24217191035. They are due to arrive on 10/28 by **** We would like to apologize about the delay. Due to the delay and the miscommunication we are going to issue a refund of $30.00. Should you have any additional questions and/or concerns please do not hesitate to contact our ************* team at *************. 

  Customer Answer

  Date: 10/25/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/17/2024

  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 concentrator keeps throwing a code that Im not getting good oxygen. I have contacted them multiple times and they want to charge me money to ship it back for me. Ill be 8 to 10 weeks to get my machine back. I can go without oxygen. Theres gonna cost me $207 to get it fixed and not even a year old. They dont care about there customers only money. They want to charge me for a loner I have terminal lung problems I have no money to replace or repair. They dont stand behind there product

  

  Business Response

  Date: 09/24/2024

  We are truly sorry to hear about your negative experience with our company and the issues you've encountered with your oxygen concentrator. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.We understand how frustrating it can be when a vital piece of equipment malfunctions and the subsequent process of getting it fixed becomes a challenge. We assure you that we take your concerns seriously and would like to help resolve this situation as soon as possible.Please reach out to us directly at our  customer support line at **************, and provide your order number and any other relevant information.
  Once again, we apologize for the inconvenience and frustration you've experienced, and we look forward to assisting you in resolving this issue promptly.

• Initial Complaint

  Date:08/22/2024

  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 *** I purchased is still under warranty but they insisted I pay $90 to ship the unit in for repair. The unit will be gone for 2 months leaving me without this needed oxygen system. They wanted $300 for use of another unit but I feel it should be free as unit still under warranty. Lots of misinformation spoke. When I purchased the unit only now to get no help. I was also offered a discount on a newer unit like all the other peoples conplaints but I am not buying another unit for $2600 after spending $3000 less than 2 years ago. This company is all about selling units and not taking care of customers.

  

  Business Response

  Date: 08/23/2024

  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, we do see that you have made contact and are in the process of returning your machine for repair. We will make sure to prioritize your case and will work diligently to get your oxygen concentrator back to you as soon as possible. Should you elect to utilize the loaner program, please do not hesitate to contact our customer care team to set that up. 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 ************** should you have any additional questions or concerns.

• Initial Complaint

  Date:07/12/2024

  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 purchased a Arya Airtivo *** in May 2024 for $2000 plus $45 shipping. I needed a Portable Oxygen Concentrator (***) for daily use when out of the house and away from my larger home concentrator.I received the unit just before we left on vacation and I was excited to finally be able to take walks with my wife and to attend public events, etc. As soon as I charged and turned on the *** I heard loud clicking and popping sounds. I did use the *** for walks outside, etc. but the loud pops made it impossible to use in public settings.I contacted 1st Class Medical ************* and was told to return the unit for replacement. I paid the $90 for shipping. I received the replacement and againas soon as I turned it on I heard the same identical popping sounds.I again contacted ************* and I was informed that the popping sounds are normal operation. After days of research I realized that this is not true. Only a few owners of this same unit even mentioned popping sounds. Most said that it is extremely quiet.I told ************* about this and again was told that the popping sounds are normal operation. Even more importantly, I have noticed that the unit is not producing sufficient oxygen. The unit did not give me the relief I expected. My research indicated that the popping sounds are the compressor and that it might not be producing oxygen correctly.************* again disregarded my concerns. The bottom line is that I have now paid $2135 for a *** that I can not use in public and does not provide me with adequate relief. No one at 1st Class Medical seems to care. They have their money..thats all that is important.

  

  Business Response

  Date: 07/12/2024

  We are truly sorry to hear about your negative experience with our company and the issues you've encountered with your oxygen concentrator. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance. We understand how frustrating it can be when a vital piece of equipment malfunctions and the subsequent process of getting it fixed becomes a challenge. We assure you that we take your concerns seriously and would like to help resolve this situation as soon as possible. After further review of your account we do see that you received your replacement on 6/27/2024.  We would be happy to set you up for a subsequent replacement unit and testing at no cost to you. Please call our dedicated customer support line at **************.
  Once again, we apologize for the inconvenience and frustration you've experienced, and we look forward to assisting you in resolving this issue promptly.

  Customer Answer

  Date: 07/31/2024

  
  
  To update this case:   1st Class Medical agreed to replace my portable oxygen concentrator at no cost to me.  It is scheduled for delivery today.  They were very friendly and cooperative.  My contact to BBB certainly produced results!   Have a wonderful day! 
  

  
  

• Initial Complaint

  Date:04/14/2024

  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 bought a POC and was promised the e-Thrive program worth $497. Despite repeated requests for how to get the program....they ignore me. Does the program really exist? Why are they withholding info on it? What can I do?Please be clear this is a separate complaint than the money they overcharged for the machine and snuck it by me by delaying the receipt. Thanks,*******************

  

  Business Response

  Date: 04/18/2024

  We are truly sorry to hear about your negative experience with our company. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that an email has been sent regarding the Thrive eLearning enrollment platform.  Should you have any questions on how to enroll, please do not hesitate to call our ************* Team.

  
  

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21575134
  
  I am rejecting this response because: I never received the email regarding eThrive.  Please resend.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/02/2024

  Thanky ou for contacting us regarding your concern.  We have resent the email.  Please contact 1st Class **************** if you have any additional questions.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21575134
  
  I am rejecting this response because:  I don't know where they are sending the email but I have not received it yet.  I check spam everyday also.  Let's try a different email account.  Please send it to ********************.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/15/2024

  Thank you for advising us on your delay of your email.  We have resent to the email provided.  Please do not hesitate to call 1st Class **************** should you have any other concerns

• Initial Complaint

  Date:03/29/2024

  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 bought an oxygen concentrator through this medical supply. It was based on an email received on 3/15/2024.They helped me finance it the same day with some type of in-house financing I guess. She sent me a link. I typed in identifying data, and got the loan. I trusted that she charged me the same amount she quoted me. I guess I should have looked better but was tired out after all the online stuff. I am older and this is not my thing. Anyhow, I picked up the machine yesterday and got a receipt emailed to me when I got home. The price was incorrect, plus they charged me a delivery fee of $45, when I had a medical transport bring me from Co Spgs. I called and discussed it with the sales lady. She gave me a bunch of shop talk that made no sense and also said that the price advertised was the cash price. She knew I was financing it. She never told me it would cost more if I did so. Besides she knew from the start we were doing it that way. I am already paying an outrageous finance charge of nearly 27%!! Now she wants to get me for another $345!I then asked to speak with her boss who tried to manhandle me from the start. He was rude, talked over me repeatedly and was just plain awful. I had to hang up on him. That was very unprofessional of him. I would like the company to make this right and pay me back for the extra they charged me. $300 on the price and $45 for the delivery which didn't happen. So, a refund or really correction of $345.

  

  Business Response

  Date: 04/04/2024

  We are truly sorry to hear about your negative experience with our company and the issues you've encountered with your oxygen concentrator. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that you have made contact with ourCustomer care team and have resolved the issue.  Should you have any additional questions please do not hesitate to call ************
  Once again, we apologize for the inconvenience and frustration you've experienced.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21505137
  
  I am rejecting this response because:  They overcharged me, per the previously attached ad and the receipt, for the oxygen concentrator.  They have not given me a refund of the overcharge.  So, how do they figure they have resolved it? We have not resolved a thing.  What do I do now?  Small claims court?

   

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

  

  Business Response

  Date: 04/12/2024

  Thank you for contacting us about your concerns. We assure you that we take you concerns very seriously. After further review of your account, the promotional email that you received was for a cash option, you have financed your purchase. Pricing is different for the cash option and financing. Should you elect to return the purchase please contact our ******** care team to initiate the return.  Return fees do apply.  Should you have any additional questions or concerns please do not hesitate to call.
  
  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21505137
  
  I am rejecting this response because

  :
  The had that I responded to and purchased because of said nothing about that being only if you paid cash. 

  Since I have made numerous attempts and cannot get anywhere with them I intend to just follow through by taking them to small claims court. 

  Also their ads are talking about an e pulmonary program worth $500 which they have also ignored me about. 

  I *** them for both items. And I will win!  Because what they have done is totally wrong they will pay.

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

  

  Business Response

  Date: 04/24/2024

  We are truly sorry to hear about your negative experience with our company. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that an email has been sent regarding the Thrive eLearning enrollment platform.  Should you have any questions on how to enroll, please contact customer service. In addition, the promotional email that you received was for a cash option, you have financed your purchase. Pricing is different for the cash option and financing. Should you elect to return the purchase please contact our ******** care team to initiate the return.  Return fees do apply.

  
  

• Initial Complaint

  Date:02/12/2024

  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.

  February 4, **** ordered a portable refurbished oxygen machine for $2000 + 40 shipping. Was shown pictures of machine called an arya machine which I purchasedand details for warranty. Received the package 3 days later with a totally different machine that was older than the one I was told I bought. They refused to let me talked to the salesperson and sent me to customer service. He said they had never even had in stock the machine I paid for and if I wanted that one I would have to pay $300 more. I said to send me a return label which he said I would have to pay the shipping back. After arguing he finally sent me a return label. Now just waiting to see if they will refund the money

  

  Business Response

  Date: 02/13/2024

  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 have set up your return and once 1st Class Medical receives the merchandise a refund will be processed accordingly. 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 ************** should you have any additional questions or concerns.
  
  

  Customer Answer

  Date: 02/20/2024

  They have issued me a refund and I consider it closed

• Initial Complaint

  Date:01/22/2024

  Type:Order 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 applied for financing for a portable oxygen concentrator and got approved on 1/12/24. 1st class medical keeps telling me they cant ship until the finance company remits payment. I called the finance company, and was told they remitted full payment on the 12th. Here it is the 22nd and no machine has been shipped to me. Im ready to cancel the whole deal!! Im just so frustrated!!

  

  Business Response

  Date: 01/23/2024

  Thank you for contacting us about your concerns. We do our best to ensure that all of our customers have the best quality products with fast and efficient service. We assure you that we take your concerns very seriously and would like to help to resolve this as soon as possible. After further review of your account, we do see that your merchandise has been shipped. You should receive the merchandise tomorrow 01/24/2024. Once again, we apologize for the inconvenience and delay you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.

• Initial Complaint

  Date:01/15/2024

  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.

  Bought a Zeno Lite portable unit...light use. It was all good till it wasn't!! Started shutting down with a vent error. Called in spoke to ***** who instructed me to remove all power including battery for 60 minutes. It would hard reset mother board . Well it worked an hour same problem returned. The kicker they tried get me trade it in on new one. With trade a refurbished unit was like $1100. It's under warranty so I said let's just repair mine. He passed me off to Tech support. Lady with hardly no detail or testing told me the sieve ?? Needed replaced . That wasn't covered under warranty, it be app $400 + $95 dollars shipping. So now up to $500 for a warranty fix and the ridiculous shipping charge of $95. They said that's what ************* charged..uh-hu? Upon calling another dealer about a replacement they said ******************* had know defect. This sound like a company that backs their product? All they do is try up sale you on a device they know you have to have. They think they gotcha!! Never again will I do buissness with these folks!! Buyers beware!! Better read fine print. Shop somewhere else. They are your typical online hide behind the keyboard company!

  

  Business Response

  Date: 01/16/2024

  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 your concerns very seriously and would like to help to resolve this as soon as possible.  After further review of your account, we do see that you have made contact with our customer support team. The unit has a three year warranty however the manufacture warranty for the sieve beds and other accessories only have a one year warranty, We would be happy to assist you with sending the unit to the manufacture for ****************** again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21149070
  
  I am rejecting this response because: They charge $95 dollars shipping and have not even examined the device or tested it for a malfunction.  I assure you this device could be shipped for $20 with insurance.  It's a exorbitant fee to try and make you not return the unit. When I bought the device the ************************* told me 3 year repair or replace the unit if any issues , there was no mention of individual parts. The 1st contact ***** on this issue diagnosed a mother board issue. His fix was a hard hour power down that did seem help it run longer. When error returnd he said mother board again needs replaced. Send it to us . Funny if I agree trade it they will pay shipping if I shell out another $1000 +. When shopping for another unit a new supplier told me this is a known issue on my unit and most sales points had stop selling due to reliability issues!! Nothing about their buissness practices are fair ! It's taking advantage of people who life depends on their products to stay alive.  If they can't rectify I just assume my only recourse is to use my free time to bring their unfair practices to light on social media and review boards.

  
  
  Sincerely,
  
  ***************** **************** Or ***************************