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:06/09/2023

  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 zen o lite June 2022, recently the machine started having problems so I contacted 1st class medical. I was told to do a hard reset and if that didn't work to call them back. I have been calling them back and kept being told that they will call me back but no one ever calls back. I need to start the process to have my concentrator repaired. I cannot be without my oxygen!!

  

  Business Response

  Date: 06/19/2023

  Thank you for contacting us regarding your concerns.  We are truly sorry to hear of the problems you have encountered with your oxygen concentrator.  After further review of your account, we see that you have been in contact with our customer service team on 6/12/2023.  A repair has been set up for you and you did elect to have a loaner unit.  Should you have any other questions please do not hesitate to call our customer care team at ************.  Thank you!

  1st Class Medical

• Initial Complaint

  Date:06/06/2023

  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 battery charger for a respironics simply go mini on June !st MY cfedit card has been charged ever time i try to contact them no onne cantll me if it being shipped i have no emails and no confirmation on any thing how they can operate in the medical field that way is beyond me i just want my charger I do know I will never be buying any thing through them. The charger cost me ****** so it is not as it is cheap. Some people cannot afford these kind of charges and not get a product

  

  Business Response

  Date: 06/09/2023

  Thank you for contacting us about your concerns.  We are truly sorry for the inconveniences you have experienced.  Due to global supply chain issues, the merchandise was not available at this time.  After further review of your account, we do see that you were refunded today for the purchase.   Refund #***** - June 9, 2023, 2:23 pm.   Please allow **** business days for it to reflect on your account.  Should you have any additional questions, please do not hesitate to call our customer care team at ************.  Thank you!

  1st Class Medical

• Initial Complaint

  Date:05/01/2023

  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 ordered a new Inogen G5 on April 10 within two hours I found a cheaper one so I tried to cancel my transaction with ******* who handled my product. He said it was too late to cancel it and that all I needed to do was send the product back unopened and he would refund my money, it is now May 1. They received my unit on April 18.

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting us regarding your concerns.  We are sorry for the delay with your refund.  After review of your account, I do see that your refund was processed and you should see the full amount back in to your account within **** business days. Again, our apologies for the delay.  Should you have any further questions, please do not hesitate to call **************. Thank you! 

  1st Class Medical

• Initial Complaint

  Date:04/19/2023

  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.

  Company advertising a 30-day risk free trial. I have been attempting to return the item to them for over a week and a half, but they will not provide a return address on their invoices nor when I call. They send you to an answering service that no one calls back from. I am requesting a return address and a full refund for the unit as their 30-day risk free trial advertises.

  

  Business Response

  Date: 04/20/2023

  Thank you for contacting us regarding your concerns.  After review of your account, I see that you have spoken to customer service and started the return process.  Should you have any other question please do not hesitate to call.  Thank you!

  1st Class Medical

• Initial Complaint

  Date:04/19/2023

  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.

  On 03/09/2023, I purchased a DeVilbiss 525ds oxygen concentrator from 1st Class Medical. They deducted $1,370.00 from my checking account on 03/13/2023. This machine was an emergency replacement, and was to be at my home in a couple of days. When I didn't get it, I started calling to find out where it was. All I got was, "it's been shipped." Finally, on 03/21/2023, I received the machine. However, to this date 04/19/2023, 1st Class Medical refuses to send me a sale bill, or any papers on warranty work, etc. I've called and talked to at least 3 people, who say they will take care of it. The bad thing about all this is I have severe lung problems, and am 71 years old, wheelchair bound and on a fixed income. The salesman that sold me this machine knows this. I bought 2 machines from them in 2015 and had only 1 problem that was taken care of in just a couple of days. Without this new machine paperwork, I can't submit it to ******** and Gap for reimbursement. Well, at any rate, I'm going to buy my new Inogen one G4, from someone else.

  

  Business Response

  Date: 04/20/2023

  Thank you for contacting us regarding your concerns.  Our apologies on the delay in getting your invoice.  Please contact our customer service to get your invoice emailed right away.  If we need to mail you a copy we will be glad to do so.  Thank you!

  1st Class Medical

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19956656
  
  I am rejecting this response because>> I have contacted 1st Class Medical several times already about this, and still no sales bill and related paper work. They have my e-mail and address, and phone number. When I get a physical copy in my hands, then I will believe them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/24/2023

  Good Afternoon, I have confirmation that a copy of your invoice has been emailed today. A hard copy was mailed to your home address as well today.  Should you have any other questions, please contact 1st Class Customer service.  Thank you!

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19956656
  
  I am rejecting this response because: There is as of 4/26/2023, 09:26 am CDT. NO, e-mails from !st Class Medical are in my e-mail boxes. And I don't believe there is a hard copy of the sale bill and all other paperwork that goes with the purchase of a new machine, in the mail, either. I don't understand why they are doing this to me. I bought over $3000.00 in equipment from them in 2016, and was altogether pleased with that sale. However, this new sale was made on 04/09/2023, and $1,374.00 was deducted from my checking account on 04/13/2023. I have called and texted them numerous times, to no avail. This machine was bought as an emergency replacement, and I was told by the salesman, that I would have it just a few days. He lied, for it took almost 3 weeks to get it. I now expect the difference between what that machine sells for by at least a half dozen vendors across the web charges and the obvious double charging me by 1st Class Medical. There in, I believe, lies the crux of (Their) problem and the hesitancy by them to give me a sale bill. When they make right with me, then I will make right by them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/28/2023

  Good Afternoon, We apologize for the delay.  A hard copy of your invoice was mailed to you on 4/24/2023.  You should receive this within **** business days.  We have made several attempts to email your invoice as well.  Could you please call customer service to confirm that we do have your email correct.  Thank you.

  1st Class Medical

  
  

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19956656
  
  I am rejecting this response because:As I said, when I get the items I requested in the mail, then I will make my determination. As for my email, I gave it to (*****), the day I bought the machine. I even spelled it out for him. > I am giving it here, because I don't trust !st Class Medical.<  ************************** They have used this same email to tell me about a $888.00, sale on all their refurbished concentrators. The sale bill should have been sent to me the day they took my money out of my ban account. 5 days and county. Anyone can see that what they are doing is by design.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/01/2023

  Good Afternoon,

  After review of your contact information. I see that we did in fact have a different email for you. I have since updated to the email that you have provided here to be your primary email.  We are sorry for the confusion.  You should see your invoice in your inbox today.  Thank you!

  1st Class Medical

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19956656
  
  I am rejecting this response because:I have received, of this date and time, no emails or regular post from 1st Class Medical. I have had the same e-mail for at least 20 years, and have lived at the same address for almost 40 years.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/04/2023

  Good Afternoon,
  After review of your contact information. I see that we did in fact have a different email for you. I have since updated to the email that you have provided here to be your primary email.  We are sorry for the confusion.  You should see your invoice in your inbox today.  Thank you!
  1st Class Medical

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19956656
  
  I am rejecting this response because:I gave to and spelled out my email address to the guy who took my order on 03/09/223. He repeated it back to me. The purchase order they sent me has no address, phone number, return information or anything else. It was sent to me from Florida in a handwritten plain envelope. I ordered the machine from ********, and he assured me it was in stock and I could have in 35 days. In fact, it was almost a month when I got it. They, also, boast the lowest cost of any supplier. They charged me $1,370.00 for a machine that at least 5 internet sellers sell for less than $800.00. They saw a chance to rip off a sick old man, and they took it. Their attempts to befuddle both me and the BBB, are without warrant, and at least by me are not acceptable. They know what they need to do, yet they won't. And so, I'm not signing off on anything. I'm done listening to their lies, and trying to pass them off as if they did nothing wrong. Did I forget to mention that I had bought 2 machines previously from 1st Class Medical, with no problems. So, what have I done to deserve this mess?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2023

  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.

  We purchased an Arya O2 portable concentrator and devilbliss O2 Concentrator from first Class Medical in November 2022. On February 11, 2023, the portable unit failed. After numerous contacts with ********* at First Class Medical we have not received any information to return the unit for repair. We also purchased a battery which arrived after the Arya unit failed. So we paid $450.00 for a battery for a unit that doesn't work I am oxygen dependent and feel I cannot trust Arya or First class medical

  

  Business Response

  Date: 03/07/2023

  Thank you for contacting us regarding your recent purchase.  After review of your account.  I do see that we have tried to reach you via phone to no avail.  You should have received an email on March 2, 2023.  We did get confirmation that the manufacturer will be sending you a replacement unit.  Once the replacement unit is received, we will set up a *** pick up for the loaner unit and the defective unit.  We are sorry for the delay, should you have any additional questions please contact ************ customer service.  Thank you!

• Initial Complaint

  Date:02/28/2023

  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.

  Purchased a GCE Oxygen Concentrator in May 2022. Had some problems with the unit but was able to work thru the problems. In February 2022 unit experienced multiple shutdowns and alarms during the night. Contacted customer service, charged $90.00 for shipping for repairs. Was assured that within ***** hours I would receive a *** shipping label to ship to ******** for repair process. Never got the label and multiple attempts to contact **************** are met with 3-5 minute ringtones and then contact with a totally unresponsive ****************** Total Sham of a business, I am out the $2500.00 charge for a defective unit that I cannot use for medical purposes. It is a shame that a business like this is allowed to continue to do business in *******!!!!!

  

  Business Response

  Date: 03/01/2023

  Thank you for contacting us regarding your concerns.  We apologize for the delay.  The manufacturer does have to approve repairs/replacements and we are waiting on their approval.  We have contacted them again and expect a response very soon.  Again, our apologies for the delay and you should expect your return label very soon.  Should you have any additional questions please call 1st Class Medical customer service. Thank you!
  
  

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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.

  Entered by BBB staff. Consumer states needs oxygen unit for her condition. Ran out of oxygen and ordered from Arya in January of 2023. The unit was received and utilized for 1 1/2 month and ran out. Business gave directions in order to get it started again. It did not work. Consumer contacted business and was told it was within the 90 days to have it replaced. Consumer called and was told is would cost $90 to return the tank and get a new one. There is a 3 year warranty. Consumer paid $2400 for the unit.

  

  Business Response

  Date: 02/16/2023

  Good Afternoon, Thank you for contacting us regarding your recent purchase with 1st Class Medical.  We have reviewed your account and have gotten approval to waive your shipping charges this one time.  Please contact 1st Class Medical customer service to initiate the return shipping process.  Thank you! 

  1st Class Medical

• Initial Complaint

  Date:01/21/2023

  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.

  I purchased a ******** resperonics simply go oxygen concentrator just over 2 years ago. Serial number *************. I mailed in for repair in august 2022. Each month since then 1st class med customer service has told me that the machine was sent to ******** for repair. In Jan 18 2023 I was told the same story yet on Friday Jan20 when I ask for an RMA number that customer service agent tells me there is no RMA number a third party shop in Fla. has the machine an due to parts and supply chain issues my machine isnt expected to be repaired for some time. They are working on machines received in Feb. so it appears that my machine wont be available until a year passes. My warranty said they would repair or replace the machine. After 6 months a replacement machine would be a reasonable expectation. I believe 1st class medical has been less than honest, and should replace my machine. Your assistants would be appreciated. This complaint is very similar to 20 plus others listed on the web site.

  

  Business Response

  Date: 01/25/2023

  Thank you for contacting us regarding your concerns.  We apologize for the delay. With global supply shortages it seems that manufacturers are taking longer than normal for repairs.  After review of your account I do see that the manufacturer has in fact finished *********** and is on its way to you!  Thank you for choosing 1st Class Medical.  If you should have any other questions please do not hesitate to contact **************  Thank you!

  Customer Answer

  Date: 01/25/2023

   
  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.
  
  Sincerely,
  
  Kleal Price

• Initial Complaint

  Date:01/03/2023

  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 from this company and roughly a year later it developed a problem. I called the company where I bought it and was told to ship it to their repair company in ***** to be repaired. About 3 weeks later I called to check on the progress and was told it was #** in line to be repaired. Now 2 months later I called back and spoke with customer service and she said that she would call the repair company and call me right back. A week later I still hadnt heard back so I called again. A different woman answered and told me that they had called the repair company and were told that my concentrator was #** in line still. When I asked what could be done about it because my wife needed it she told me nothing. I would just have to wait. They dont care what happens to you once they have made a sale. No offer of a loaner or anything else that might help. It would be different if it wasnt such an important piece of equipment.

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting us about your concerns.  I do apologize that you are having trouble with your unit.  We do our best to ensure that all of our customers have the best quality products. When problems do arise, we do have a process set in place to troubleshoot with our customers and their units to ensure that in fact it does need repair.  These steps are needed to make sure that we do not send in for repair if  it can be fixed with a bit of troubleshooting over the phone.  With the supply chain issues right now, we are seeing longer than normal turn around times for repairs from manufacturers. Unfortunately, we do not have any control over that.  We do have a loaner program, if you would like to utilize this please contact customer service to initiate. I do thank you for choosing 1st Class Medical and should you need anything in the future, please do not hesitate to let us know and we will do whatever we can to assist you.