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:11/26/2023

  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.

  I cancelled an oxygen machine which I considered buying but it was unnecessary so immediately contacted ***** at First Class Medical to initiate my credit before the product was shipped. During that call I was advised to accept it and return but insisted on cancelling. I never received the product and contacted First Class Medical again since a *** tag was left at my home . Upon following up with *** I was told they were waiting for the company to contact them with a call tag to ship it back as it remained in the posession of *** at their access point on *************************************************************. prior to September 7,2023. The tracking number is **** **** **** which we confirmed with **** during a phone conversation September 21 . Upon speaking to ***** as well as ****** , both from First Class Medical on September 22, 2023, my dauhter , *********************** and I were advised they would be contacting *** to expedite my refund. After realizing they were not cooperating to honor my refund on a product which was cancelled as well as never received or in my posession I also contacted my bank Arizona Federal to assist me with this dispute but it still remains unsettled. I am 91 years old and extremely disappointed in the unethical actions of this company. Obvisously I am being taken advantage of and the situation is extremely stressful and detrimental to my health dealing with my $2690 being held by First Class Medical.I am still waiting for my full refund and would appreciate your help in this matter.Sincerely,***********************

  

  Business Response

  Date: 11/30/2023

  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 and have been refunded. 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:11/06/2023

  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 an oxygen concentrator in September. Ive only been able to use it a couple of times and found out that the unit does not work properly so when I called ************************* in October I was told I would have to pay the cost of shipping the unit back. The batteries dont last more than a half an hour the machine stops working for no reason and the machine doesnt deliver oxygen properly.Upon contacting the company they offered a replacement, but will not cover the shipping and require me to pay for at least half the shipping. This is a brand new unit was only used a couple of times and never worked property. Ive been on oxygen for over 13 years have had to buy several units over that period of time so I know how theyre supposed to work. I dont understand why this company wont take care of their customers better than what they are that is how you ensure your business has repeat customers.

  

  Business Response

  Date: 11/08/2023

  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 see that you had spoken to the ************* Manager, and It appears that you concerns have been recognized and rectified. 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:08/30/2023

  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.

  Ordered a portable oxygen concentrator from 1st class medical. Via ******** stopped shipment. She initiated a return to sender. Package never delivered to me. 1st class medical has withheld $90.00 of my initial payment of $1840.00 refunding only $1750.00. I am a terminal lung cancer patient, an elder person, and a veterann. I need this machine and cannot afford to have this company withhold these funds just because they already have my money and have gotten away with it many times before. Just read the reviews on Yelp. This is their standard of misconduct. The owner ************************* allows this misbehavior across 9 different companies. Bet he wouldn't let me do it to his family. You have a real scammer on your hands, He is a FRAUD!!!! Stophim.

  

  Business Response

  Date: 08/31/2023

  Thank you for contacting us about your concerns.  After further review of your account, we do see that you were adequately informed of the return policy.  Attached you will find the Sales receipt with return policy. All shipping charges are non-refundable.  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:08/01/2023

  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.

  C******* D******* (88 yrs old) with my sister D****'s help, called and purchased a NEW P2 Lyfestyle Rhythm Portable Oxygen Concentrator (***) $2,955 from ******** on 5/24/22. Sales Rep said *** would be overnighted. D**** rec'd an email of thanks 5/24/22 with a packing slip?? *** arrived 9 days LATER on 6/02/22. The *** box did not include any paperwork (ppw), no packing slip, *** info booklet or Warranty ppw. D**** called ******** same day & told them the ppw was not included in box. D**** emailed ******** & again asked for the invoice, packing slip & warranty. Didn't receive paperwork.Mom had problems from the start. The battery did not hold the 4-hr. charge on 2 liters. The battery lasted between 2 - 2 1/2 hrs. D**** called ******** to complain about the battery not holding charge. The battery & *** were running very HOT. ******** overnighted new battery, but IT ALSO didn't function correctly. D**** called approx. **** times to report the issue, but no calls returned. After a frustrating 10 mos & no resolution, they called (********/1st Class Medical) again at the beginning of April 2023. They requested that (********/1st Class Med) REPLACE mom's Defective *** under Warranty purchased on 6/2/2022, with a New Functioning ***. (********/1st Class Med) Rep said they couldn't replace ***. It had to be sent out for repair. It would take 1-2 wks. *********** went into PANIC mode. They were flying to CT & NEEDED a functioning ***. *******. did not offer the Loaner Option under Warranty. Instead, the Rep. took advantage of ******** & said they should upgrade to a new ***, it would be better. Mom was very upset that she would have to spend another $1100 to upgrade after spending $2955 < a yr. ago for Defective ***. My confused 88 yr. old Mom agreed to this BS & paid $1100 without an invoice. She rec'd her credit card stmt. with a $2295 charge. $1195 over $1100. I tried to resolve. Mgr. C* said sorry, we can't help you it's passed 30days. $5250 later

  

  Business Response

  Date: 08/02/2023

  Thank you for contacting us about your concerns. We are truly sorry to hear about your 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 the account, I do see that you were adequately informed of the process and the price of the upgraded machine. 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: 08/07/2023

   
  Complaint: 20406483
  
  I am rejecting this response because:
  
  Sincerely,
  
  Clemence (daug ***********************************) (daug *****************************) ********

  Customer Answer

  Date: 08/07/2023

  Dear ******,
  I am rejecting response from 1st Class Medical for these reasons. 

  1) The first *** purchased 5/24/22.  The invoice was requested several times via cell and email with no response from 1st Class. 
  2) The *** had problems from time of receipt 6/2/22. Phone calls were made because battery wasnt holding charge and both battery and *** were running Hot.  They finally got thru to 1st Class and a new battery was sent next day, a couple of days before Moms plane trip to CT.  The *** had to meet Airline requirements in order to fly. The new battery did hold the charge a little better, but not up to 4 hours as stated. 
  3) Several phone calls were made from summer22 thru spring23 with no response from 1st Class.  The problem was still about *** and battery were still running hot and not holding charge.
  4) ***** finally connected in April **** with 1st Class and requested a replacement for the defective ***.  Replacement was denied. ***** & Mom were told by 1st Class that the *** had to be sent out for repair and it would take 1-2 weeks. My understanding is that there was no mention of renting a loaner. Instead the rep recommended they should probably just upgrade to a better ***. For an additional $1,100. Rightly so, mom was very upset having to put out more money after first *** purchase less than a year before of $2,955
  5) A recommendation for upgrading to a new *** shouldnt have never happened. 1st Class should have given and explained the option of renting a loaner. 
  6) An agreement was made while Mom & ***** were under a stressed & panic situation. They were at a disadvantage because neither of them did not know how to deal with the situation. 
  7) 1st Class charged moms credit card $2,295 instead &1,100, which is when I became involved in the whole situation. 1st Class told me nothing could be done about returning the money or discussing a resolution because it was beyond 30 days. Except, there were phone calls made during the 30 days requesting the invoice which still had not been received. Had the invoice been received, they would have seen in the incorrect charge of $2,295 and my sister would have contacted me at that time and action would have been taken. I didnt know about this problem until receipt of my moms credit card in July. I called asking several questions and at that time is when I requested the invoice be sent to my email that same date. The invoice showed the charge of $2,295. Had the invoice been received immediately after the sale the problem would have been addressed during the 30 days since they were told $1,100
  
  My mom, 88 years old, 1st Language French and easily confused was unable to know what she was doing. My sister ***** didnt really understand what to do. She is a nervous person and trusted that this was what they should do. They were misguidedtaken advantage of. I believe taking advantage of the elderly is not taken lightly. My mom is now in **** for $5,250. The only money should have paid was for the original *** and problem handle under 3 year warranty.  We still do not have the warranty paperwork so we know what is covered under the 3 year warranty.  

  Sincerely 

  *****************************;

  ************
  

  Customer Answer

  Date: 08/16/2023

  
  Per our conversation last night regarding an email I received directly from *********************** of 1st Class Medical to purchase a cheaper POC. 
  I believe BBB which I will reject through BBB.   Current POC should be considered a replacement for the original POC purchased in June 2022 which did NOT work the whole time. Defective.  We want a refund of $2,295 which they charged for replacement. 
  Thank you. See email below. 
  Sent from my iPhone
  
  Begin forwarded message:
  From: *********************** <**************************************************>
  Date: August 14, 2023 at 10:54:31 AM EDT
  To: ***********************
  Subject: $1,795 Portable Oxygen Concentrators Available
  Reply-To: **************************************************
   
   
  
  
  
  ******, 
   
  I have a few more portable oxygen concentrators available right now that are under $1,800!
   
  Would love to see you save. Give me a call when you see this.
   
  You can reach me at **************, or by clicking the button below:
   
  
  
  
   
  
  Talk Soon,
  ***********************
  Respiratory Specialist
  1st Class Medical
  **************
  www.1stClassMed.com
  
  
  
   
  
  
   
  
  
  
  1st Class Medical, *******************************************************************************************************, ************** 
  Unsubscribe Manage preferences 
  
  
  
  

  Customer Answer

  Date: 08/31/2023

  Funny. I received a call from  ****** 1st Class Medical - Oxygen.  ****** began the conversation with 
  That she got the okay to refund $**** the full amount of the replacement , but ****** told me mom would have to return the 2nd POC (what we consider the replacement). This would leave my mom without a POC. So she paid $2,295 in June 2022 which she paid for and now wouldnt have NO POC.  I did not accept 1st Class Medicals what they consider a resolution. she wants me to return POC that mom received in April 2023 for **** which now mom would have no POC and she would be out the **** that she paid in June 2020 to the original purchase one that was defective, ****** said that she would go back and listen to all the phone calls and talk with her supervisor *****, which is the person whos the supervisor who denied the first request to refund us money as you know mom and my sister never asked for a upgraded machine, a new upgraded machine they just wanted it called again new machine to replace the one that they had that was defective  They didnt ask to upgrade the person on the phone I believe force them into purchasing the upgraded POC in any 
  case now ****** calling instead of emailing we have no written communication, so no written proof 
  of our conversation I requested that ****** summarize our conversation and send it in email  so I am waiting for that response. She told me that she would get back to me this afternoon. 
  

  
  

  

  Business Response

  Date: 08/31/2023

  Good Afternoon,  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 have gotten approval to honor your return.  Please contact our customer care team at ************ to initiate the return process.  

  Customer Answer

  Date: 09/05/2023

  I received another phone call on Thursday, 8/31/2023 @ 4:53 pm from ****** from 1st Class Medical.  ****** informed me that after speaking with management they agreed to pay $2,150.00.  We were asking for the full return of $2,295.00, but management said they would have to recoup $90.00 for shipping charge.  I told her we had already paid for the shipping when we returned the original POC.  ****** said she would charge us half or $45.00 Unfortunately for me, I don't recall what the $100.00 deduction is for. So, I don't know where they are coming up with that amount of money.  The conversation was all of 3 minutes.  Again, I did ask for our conversation to be sent by email.  I told her that verbal communication ends up being a, he said she said. I wanted proof in writing.  I never received a written email from the 12:48 pm 15-minute conversation.
  
  
  Thank you for helping me.
  

  
  

  Customer Answer

  Date: 09/05/2023

  I messed up my email below. 
  Sent from my iPhone
  
  Begin forwarded message:
  From: *********************************** <***********************>
  Date: August 31, 2023 at 2:28:26 PM EDT
  To: *************************** <*********************************************************>
  Subject: Re: BOGO Portable oxygen concentrator + Home oxygen concentrator
  Ive fixed my original email. Not smart using the voicemail option. 
  
  Hi Whitney 
  Funny. I received a call from  ****** 1st Class Medical - Oxygen.  ****** began the conversation with 
  That she got the okay to refund $2295 the FULL
  amount for the replacement , but ****** told me mom would have to return the 2nd POC (what we consider the replacement). This would leave my mom without a POC. 
  
  
  I did not accept 1st Class Medicals solution, which they consider a resolution. ****** told me to return the current replacement POC that mom received in April 2023 and would then be refunded  $2,295. 
  Which now mom would have the original defective POC and Mom would also be out of the $2,995 that mom paid in June 2022, the original POC that she purchased and that was defective, ****** said that she would go back and listen to all the phone calls and talk with her supervisor *****, which is the person who the supervisor who denied the first request to refund us the $2,295. My mom and my sister never asked for an upgraded machine, they asked for an a new POC to replace the defective POC purchased in 2022. The sales person highly recommended to purchase a new upgraded POC.  They just wanted a new POC to replace the defective one they purchased in June of 2022. 
  called again new machine to replace the one that they had that was defective  They didnt ask to upgrade an upgrade to a POC. 1st Class Medical - Oxygen clearly took advantage of them.  In any 
  case, now ****** from 1st Class Medical called instead of emailing. 
  we have no written communication, so no written proof
  of our conversation.  I requested that ****** summarize our conversation and send it via email.  So now I am waiting for Trishas email. She told me that she would get back to me this afternoon. 
  Sent from my iPhone
  

  
  

  

  Business Response

  Date: 09/07/2023

  After further review of your account.  A refund was processed on 9/5/2023.  We are not asking for you to return the new upgraded machine.  Should you have any additional questions, please contact 1st Class Medical ************* at ************.  

  Customer Answer

  Date: 09/21/2023

   
  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.  BBB is a god send. They help us work through our issue.1st Class Medical did keep a shipping charge Why?  & A fee Why? Mom paid $2,295 & they reimbursed $2,150. I recommend to consumers, DO NOT ORDER your POC from 1st Class Medical. They do not return calls or emails during the 30 trial period. They respond after 30 days and then tell you "Sorry it's passed your 30 trial period" and they won't return your money. 
  
  Sincerely,
  
  *********************************, (daug ***********************************), (daug *****************************) ********

• Initial Complaint

  Date:07/24/2023

  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.

  1st Class Medical representative ****** called me about portable Oxygen. She sold me a unit and told me that she called and checked with my doctor and insurance company to make sure it was covered; and she said it would be covered in full; and said that I needed to pay for it in full and that she would send me an invoice to send to my insurance company for reimbursement. She told me my doctor said this would be the best one for me and because I am on blood thinners that if I bumped myself that I could bleed to death if I didn't get this unit. ****** also stated that I needed to purchase the unit now before the cost went up. All this was a lie. I called my insurance company and they told me ****** never called them or filed a claim. She never even had my doctors name. I found out my insurance only rents the equipment and does not buy it. ****** used high pressure sales tactics on me an elderly senior citizen 78 years old. This is a form of elder abuse. She offered to have me send the unit back and refund me but I would have a 25% restocking fee. I shouldn't be out any money and I don't trust her to refund me anything. She already lied to me before and more than once. I checked with my insurance company and they only rent the equipment never purchase it . My insurance company would rent it in full at no cost to me. I want to return the unit for a FULL refund with no restocking fee so my insurance can rent one for me.

  

  Business Response

  Date: 08/02/2023

  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 have found that you were informed adequately of the process and how to submit to your insurance for reimbursement.  We also, see that though you are passed the return period, however have gotten approval to return with a restocking fee.  Should you elect to do this,  please do not hesitate to reach out to our Customer support line at **************. Once again, we apologize for the inconvenience and frustration you have experienced.
  

• Initial Complaint

  Date:07/11/2023

  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.

  I purchased an oxygen device through ********************** on May 2, 2023. The device did not fit my oxygen needs and I asked to returnrefund for the device. After being told that they don't accept refunds, which is contrary to 1st Class Medical's return policy, I was finally told that they would accept a refund. However, they mentioned that I would need to pay all shipping costs and they would charge me a $100 processing fee. After the run-around, I shipped all items May 31 and 1st Class Medical received the items on May 2. Once I contacted 1st Class Medical again about my refund, they claimed that the shipment arrived with just the batteries and not the device. This sadly was an outright lie. I have a receipt from *** indicating that the shipment weighed 21lbs 13.4 oz. I also personally contacted *** who stated that there were no issues with shipping or reported damage to the box on their end. The way I packed the box would make it inconceivable that someone would just take the device and not the batteries to use the device also. They used this lie of the device being missing as a way to hold up my refund pending an investigation that I was never updated on or given proof of. Once I finally received a refund on July 11 - the refund was for $2406 and not $2495. I am assuming that they shifted the PayPal fees on to me. Despite previously charging me $100 processing fee. On top of that, I found out that it is illegal in ******** and Florida and through **** Debit to charge a processing fee via surcharge (w/ **** - retailers are required to register the surcharge with the payment network). So not only did 1st Class Medical commit false advertising by saying refunds were guaranteed in 30 days, they illegally charged me surcharge, and they also wrongfully charged me a surcharge fee and took PayPal fees out of my refund. I have proof. So please, I am ONLY requesting for the rest of my full refund for $189 (the rest of my refund and the illegal surcharge).

  

  Business Response

  Date: 07/12/2023

  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 were informed adequately of the non-refundable shipping charges and the return processing fee. Attached you will find your Invoice with Return Policy. 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: 07/12/2023

   
  Complaint: 20304965
  
  I am rejecting this response because:
  

  The return policy states, "full credit." I did not receive full credit because Once I finally received a refund on July 11 - the refund was for $2406 and not $2495.

  Also, again, the processing fee is illegal to charge in ******** and Florida and through **** Debit to charge a processing fee via surcharge (w/ **** - retailers are required to register the surcharge with the payment network). 

   

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

  

  Business Response

  Date: 07/25/2023

  Good Afternoon, We do take your concerns very seriously, and upon additional review of your account, I have gotten approval to waive the processing fee.  Please allow **** business day to show on your account.  Should you have any questions, please do not hesitate to call 1st Class Medical ************* at **************.

• Initial Complaint

  Date:07/10/2023

  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.

  Salesperson for 1st Class Medical sold me a Oxygen machine on 4/18/23 what he said was a new machine(discounted if I returned my old machine).Machine was received several days later with no sales receipt,no warranty info, no instructions and no reurn label(called several times and told return label is in the mail-never was received)After having 2 machines replaced as defective the sales receipt was received in the mail on July 10.To my surprise the sales receipt showed that the machine and Battery was used.I was lied to by original salesperson and was never told by even the manager on a follow up phone call that the machine was used. I would like a refund OR a replacement with a new(NOT USED) machine

  

  Business Response

  Date: 07/24/2023

  Thank you for contacting us regarding your concerns.  After further review of your account, we do see and that you have made contact with our ************* team and a NEW unit was sent out and received by you on 7/12/2023.  We apologize for the confusion and  should you have any additional questions, please do not hesitate to call ************.  Thank you! 1st Class Medical
  
  

• Initial Complaint

  Date:07/09/2023

  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.

  On June 27, at 0:07 am I called 1st Medical **** at ************, to request information about their portable oxygen condensers. I spoke with ********* and explained that I needed a portable oxygen condenser to take with me in my camper to use with my C-pap machine. He recommended the Arya Airtivo **** I negotiated the deal and had a great price with a lifetime warranty included. I agreed to pay for it with my ************ debit card. The first time I took it with me camping and set it up, I realized it was not going to work with my C-pap! I was very disappointed. That particular machine was only designed to work alone with the cannula in the nose. It is regulated by a persons breathing. I contacted 1st Class Medical via text and explained my situation. ****** was the representative who responded to me. He said ********* was my salesperson but he was not in that day. ****** called me on Thursday July 6 2023 at 10:06 am and we spoke for 7 minutes. I again explained the situation and requested a full refund. ****** said that ********* was new and he probably didnt understand fully what my situation was. He said he would have him contact me. There was no follow up call. On Thursday July 6,2023 at 4:45 pm I called to find out why there was no response. The call went through and then was canceled. On Friday July 7, 2023 at 4:43 pm I called and once again explained my situation to another agent. I was put on hold and then hung up on. At 4:46 pm I received a call from ******. She explained that my salesperson was no longer available. We spoke for 4 minutes and she said she would transfer me to a customer service representative. I was on hold for about a minute and then the call was canceled. At 5:03 pm I attempted to call back. I was unable to speak with anyone or leave a message before I was disconnected again. At 5:04 pm I called back again. I made it through to the automated message system but was unable to speak with anyone before I was disconnected again.

  

  Business Response

  Date: 07/11/2023

  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. We are aware of your request for returning your machine, and representative will be calling you 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.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20294320
  
  I am rejecting this response because: I do not believe I should be required to pay for the return shipping on this product. I was not given correct information regarding this item which in turn caused me to purchase it. I have already paid the shipping fee to receive the wrong item. I want a full refund of my purchase price for the product and the lifetime warranty of this product and the shipping costs I have already incurred. I also want a prepaid return shipping label so I may return this product. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/18/2023

  Im still waiting for a response from 1st Medical on my last rejection of their response. They said someone would be calling me to negotiate the return and refund of my oxygen condenser. I have still not heard from anyone. *****************;

  

  Business Response

  Date: 07/24/2023

  Thank you for contacting regarding your concerns.  After further review of your account, we found you have made contact and initiated the return process on 7/18/2023.   Should you have any additional questions, please do not hesitate to call our customer care team.  Thank you! **********************

  Customer Answer

  Date: 08/02/2023

  The situation has been resolved to my satisfaction. Thank you for your help in this matter. 

• Initial Complaint

  Date:07/07/2023

  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.

  The respirator was purchased on June 14 and the senior sales person, *******************************, knew that it was going to be returned. She promised to send the return label with the product, and did not. then she repeatedly promise to send it or to have "them" email it to me. She would not disclose who was supposed to send it - i.e., who "them" are, despite my almost daily requests for the label. their website says you do not get a refund for unauthorized returns (without their label) and return must be made within 30 days of purchase for the refund. I need to send this back now - and as you can see in my emails, I have still not received the return label. I called the number she said to call in her 7/3 email, ************ (opt. 3), spoke with ******* and ***, who told me it was an answering service, even though it was during office hours. they took messages to have a supervisor call me back. I called again and asked for sales (opt. 1) and spoke with *****, who answered as if he was an employee, but told me the same thing, - it was an answering service and he took a message for a supervisor to call me back. Given their actions to date, I do not expect a call back. We are requesting the timely receipt of the return label so we can timely return the machine and get the promised $3,500 refund.

  

  Business Response

  Date: 07/11/2023

  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. We are aware of your request for returning your machine, and representative will be calling you 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:07/07/2023

  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 *********** portable oxygen conentrator from this company in October 2022. The unit has been used approximately 20 hours per week since then. About 2 months ago the machine has displayed the message "Check vents". We checked the air inlets/outlets per the manual. We also cleaned the machine as instructed. Nothing worked. The manual says to call the distributor. I have placed numerous calls and have experienced the following: placed on hold over 15 minutes with no response, asked for service department got some guy who said he was not the rep who sold the machine. He asked me if I would like to upsell or exchange the machine for a new one. This really set my temperature. Multiple calls to no avail. on July 5, 2023 I left a message with answering service expressing my concerns. Received call back message stating apologies, employee issues, excuse after excuse. I spoke with company representative at 10:20AM today, July 7, 2023. An email was to be sent with instructions for a reset of machine. As of 11:15AM no email, no response. I called and got answering service again. We have purchased 2 machines from this company but you can be advised DO NOT DO BUSINESS WITH THIS COMPANY. ONLY SALES NO SERVICE. I NOTE SINCE JUNE 1, 2023 THERE ARE MULTIPLE ISSUES WITH THIS COMPANY.

  

  Business Response

  Date: 07/11/2023

  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 emailed bot sets of instruction on 7/7/2023 at 10:34 AM.  Possibly we have the wrong email, A representative will call you to confirm. 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: 07/14/2023

   
  Complaint: 20286991
  
  I am rejecting this response because:  Yes I did receive the email.  It was in the spam folder.  I do not accept the response, because a sorry does not even touch the frustration of dropped calls, a representative attempting to upsell after I explained the need for service, on hold after the company answered and sent me to the answering service several times.  I will be sure to inform everyone I know of this experience and you can be assured you will never receive a dime from me in the future.  You have shown me your true colors.  You think "I'm sorry" cuts through all this?  Cheap words from a company with no sevice standards.
  
  Sincerely,
  
  ***********************