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:12/09/2022

  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 December 1, 2022, I purchased an AirTivo *** from 1st Class Medical located in ********** on a medical prescription from my Pulmonologist. I have paid a total of $3,420.00 through financing and credit card for this unit. I must be on 2 liters of oxygen daily while active or further health issues could happen, including organ damage due to lack of oxygen. I was "specifically" told by the salesperson, *********************, that if the unit broke or was defective a loaner would be brought to my residence, and they would pick up the broken/defective unit for repair. As it turns out, I was sold a brand-new defective unit and the salesperson told me I must now deal with their customer service for the replacement. **************** told me I was not presented with "full disclosure" at time of purchase and that I must ship the unit to the manufacturer for replacement with a 3-5 day turn around to receive a new unit.**************** further stated they are "aware of this problem and working to fix it between sales and customer service. In the meantime, the customer is left without ********************. They further told me to contact a local oxygen company to bring me tanks while waiting for my new unit. THAT IS EASIER SAID THAN DONE AND ALSO COSTLY and I cannot afford to do that. I am a senior citizen living on a fixed income. I am now without doctor ordered oxygen risking further damage to my health.At this point, I want 1st Class Medical to immediately refund my $3,420 so I can purchase from a different company that will provide warranty replacement the same day as salesperson ********************* told me I was paying for.I am not able to upload my receipts for BBB but !st Class Medical can verify my purchase and amount paid.

  

  Business Response

  Date: 12/19/2022

  Thank you for contacting us about your recent purchase with 1st Class Medical.  I am sorry that you are having trouble with your unit. After review of your account, I do see that you were able to get a replacement unit shipped out to you.  As of 12/12, a new replacement unit was ordered and shipped to you.   Should you need anything in the future, please do not hesitate to reach out to us.  Thank you!
  
  1st Class Medical

• Initial Complaint

  Date:10/17/2022

  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 mother, *********************, and I, ***************, entered into an agreement with 1st Class Medical to purchase an Arya Portable Oxygen Concentrator (POC) made by **********. for $3,295 on 9/14/22. That day we received a bill and were charged $3,495 for a purchase made by another *************** in ***********, **********. The invoice was corrected the following day on 9/15/22, but we were never reimbursed the $200. Ultimately we returned the **** due to no fault of ours. 1st Class Medical has withheld $235 from the original $3,495, returning only $3,260. We were informed after the fact that two $45 shipping fees, one for a broken machine, and a $100 restocking fee, which we were never told about and strongly disagree with, would be withheld totaling $190, which does not correlate with the $235. More details:Upon receipt of the Arya POC we charged the battery to 100% and tested the machine out. Within a half an hour the motor stopped running, an alarm went off every ***** seconds, a triangle with an exclamation point in the center was lit up in the console area alongside an image of a telephone handle with two arcs ??)). I called customer service while the machine was beeping and they agreed that it should be returned.It was decided to exchange the machine for a Caire Freestyle **** made by the same company, for the same price, same terms minus a lesser warranty on parts. On 9/20/22 we received an invoice of **** for the exchange. I was told to keep the backpack from the Arya POC as it was supposed to fit the new Caire **** which they were out of stock. Neither the backpack nor the carrying case provided fit the new machine, both of which I needed in order to travel (I have pictures). 1st Class Medical was aware that we made this purchase in order to travel on 9/4/22. They were unable to provide us with the needed proper fitting carrying case nor backpack before our departure date, nor were they willing to work with us.I have documentation as needed.

  

  Business Response

  Date: 10/18/2022

  I do thank you for contacting us about your recent purchase with us.
  After looking into your account and reviewing all pertinent information I do see
  that you were informed adequately. With that being said, your original purchase came with a ***** shipping charge for there and back. When you entered into your exchange agreement, it was approved to waive the shipping there and you were only responsible for shipping back of *****. When the warehouse received the unit, they did in fact test the unit and it was found to be in working order and there were no defects. The carry case ******* the unit with the original battery. In order for the carry case to fit with the double battery, the zipper at the bottom would have to had been unzipped to accommodate. Our apologies for the miscommunication there. There is also a non-refundable ****** PROCESSING fee when a unit is returned I do thank you for choosing 1st Class Medical and am sorry that you werent satisfied with the unit you received. Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.

• Initial Complaint

  Date:08/24/2022

  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.

  Paid over $3500 in March 2022 and I do not have a complete working system. Over 65 phone calls have been made and now they will not provide me any answers. Two defective units have been sent back. The third defective unit I had to pay $90 to ship it back to them. I do not have mobile air concentrater. The second one stopped working within 90 days.

  

  Business Response

  Date: 08/25/2022

  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. Your unit is current at the manufacturers repairs center.  With the Global supply chain issues right now, we are seeing longer than normal turn around times.  Unfortunately, we do not have any control over that.  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.

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/13/22, I purchased a portable oxygen concentrator from 1st Class Medical. Since I am on oxygen 24/7, I needed the concentrator to live and go about my life. My salesperson was **** who was knowlegeable, helpful and pleasant. The original concentrator I picked out was out of stock and there was no anticipated date when in would be available again. He suggested another brand, an Arya because it was lighter, which had been an issue with the previous concentrator purchased from this company. **** stated that I could return old concentrator and I would receive $600. for the old concentrator so it made the full price of $3740. I was paying them a little less painful. I returned the concentrator and had a call yesterday (8/16/22) offering me $100. I called back and asked to speak to **** and he stated that the offers go up to $600. That is NOT what he said previously. I am retired and disabled and $600. is alot of money to me. That is what I was told I would get and that is what I want.

  

  Business Response

  Date: 08/18/2022

  I do thank you for contacting us about your recent purchase with us.
  Our Buy Back Program states that once the unit is received in the warehouse, and after diagnostic testing, they will call you with your offer. After
  looking into your account and reviewing all pertinent information, I do see that you were informed adequately about the process and what to expect. With that being said, we are able to send your check in the amount offered to you, or you can elect to have the unit sent back to you at no charge. I do thank you for choosing 1st Class Medical and am sorry that if there was any confusion. Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.
  
                                                                     Thank You
                                                                 1st Class Medical

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17730019
  
  I am rejecting this response because:once again, this company is being less than truthful.  I was never told about the Buy Back Program only that I would receive $600 upon return of old concentrator.  To me this response looks like a form letter response, which was created because they ran into this problem before.   
  If this company judges their success upon sales and the dollars brought into the company, then, I guess, it is a success.  However, if it is based on integrity, then they have a lot of work to do. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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 paid a $90 fee to send my oxygen concentrator in for warranty repair in mid June. The company received my machine on June 17th. I need this machine to have adequate oxygen to sleep as I am a disabled veteran. It has now been over 7 weeks since I sent the machine in for repair. When I call the company they state 3 more weeks every time I call. They do not update me on the progress made nor can they tell me what is wrong with my machine. I paid over $1600 for this machine last year to this company. I need my machine and I have no idea if I will ever get it back. This company is horrible and needs to tell me when my machine will be fixed and returned. 2 months is far too long to do a simple repair and return to the customer.

  

  Business Response

  Date: 08/11/2022

  I do thank you for contacting us about your recent purchase with us. Your unit is currently with the Manufacturer.  We have reached out to them regarding status of your repair multiple times. This is their response as of late:

   

  We apologize for the repairs taking longer than the normal expected turnaround time. Shortages in global supply chain of parts and materials are currently affecting turnaround times and have resulted in delay of repairs to your equipment.  Thank you for your patience and understanding as we work hard to return your equipment to you as quickly as possible.  Please reach out if I can help you with anything else and have a wonderful day!
  
  
  I do thank you for choosing 1st Class Medical and am sorry that it is taking longer than expected.  We are doing everything we can to get your unit back to you as soon as possible. Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.

  Customer Answer

  Date: 08/11/2022

  The machine is not with the manufacturer it is with a third party who I will not mention in this complaint. You still have given me no timeline for repair or told me what is wrong with my machine that is taking such a long period of time to fix. I called the third party and they confirmed they have the machine and have yet to fix it or tell me whats wrong with it. This complaint will remain unresolved until you can give me some actual answers and not just more of the same excuses.
  

   

  Complaint: 17699337
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/22/2022

  I do thank you for contacting us about your recent purchase with us. Your unit is currently with the Manufacturer.  We have reached out to them again regarding status of your repair.  We send repairs to the manufacturer and sometimes they use a third party repair center. That being said, the latest update we have from them is: 
  Our repair center has received your device. Our repair center is currently backlogged due to component shortages by global supply chain disruption. GCE is trying to get parts in as fast as they can.
  
  I do thank you for choosing 1st Class Medical and am sorry that it is taking longer than expected.  We are doing everything we can to get your unit back to you as soon as possible. Should you need anything in the future, please dont hesitate to let us know and we will do whatever we can to assist you.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17699337
  
  I am rejecting this response because: First Class Medical has failed to tell me what is wrong with the unit. How can the customer know if there is a shortage of parts if the customer is never told what parts are on back order? First Class Medical needs to provide a better tresponse than parts are on back order. The customer should be informed of what is actually wrong with the unit and what parts are needed to fix it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/03/2022

  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.

  paid have unit fixed 3 mths ago never got back 360 dollars did send new unit wife died never used it got 400 back from it paid over **** it under *************************

  

  Business Response

  Date: 08/15/2022

   I do thank you for contacting us about your recent purchase with us.

  I am sorry for the delay in receiving your repair unit. The manufacturer did inform us that they will be replacing your unit as it was not able to be repaired, at no extra charge. You should have or will be receiving that brand new unit very soon. I would also like to address your concern for the unit you submitted to our buy back program.

  Our return policy states that when a patient returns a unit within days 1 to 5 they
    are eligible for a full refund (minus shipping) returns done from day 6 to 30
  
    are eligible for a refund minus 25% restocking fee and shipping costs. After
  
    looking into your account and reviewing all pertinent information I do see
  
    that you were informed adequately. Your Original purchase of the new unit was in January of ****************************************************** May 2022. They did give you their offer on our buy back program and you accepted the offer. I do thank you for
  
    choosing 1st Class Medical and am sorry that you werent satisfied with the
  
    unit you received. Should you need anything in the future, please dont
  
    hesitate to let us know and we will do whatever we can to assist you.
  
  
                                                                     Thank You
  
                                                                 1st Class Medical

• Initial Complaint

  Date:07/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/22 a representative of 1st Class Medical emailed me that he had a few Inogen Oxygen Concentrators starting at $1485.00. I called him either that day or the next and he said there would also be $100.00 for shipping. 3/24/22 I called the rep and he told me they had sold the last unit that day and he would put my order on hold until one came in. He also said I could upgrade to a different model but I told him no. On 3/25 my bank account posted a withdrawal of $1585.00. On 4/13 I received a shipment but it was not the item I ordered. I called several times between 3/25 and 4/13 checking on order. The original representative was now gone from the company and I am dealing with other reps. I called them on 4/13 to tell them I received the wrong unit. At this they told me to keep the unit until my unit I ordered came in and they would ship it to me and pick up the wrong unit. I called them on a weekly basis (talking to different reps); somewhere around the end of May I told one of the reps to cancel my order and come pick up their unit. On 6/2/22 they picked up the unit ****** On 6/26 they posted back into my account $1385.00, which would be $200.00 short. I called again about what all had happened and why I didn't get all my money back. I was told I had to pay for the shipping for the unit that I did not order and for its return ($200.00). I told him that they shipped the wrong unit, so why should I have to pay any shipping. He said that is what he was told to tell me. On 7/14 I called *****, their Manager. She told me that they would refund the $200.00 to me, but she would have to inform her CEO to get a code to release the money. She didn't call me back. I called again on 7/18 and while I was on hold I was told they were very busy and they would try and get back to me. I called 7/19 and someone picked up the phone while holding for ***** and told me that I was not going to get my money back. I had to pay $200.00 for a unit I did not order.

  

  Business Response

  Date: 08/01/2022

   I do thank you for contacting us about your recent purchase with us.
    Our return policy states that when a patient returns a unit within days 1 to 5 they
    are eligible for a full refund (minus shipping) returns done from day 6 to 30
  
    are eligible for a refund minus 25% restocking fee and shipping costs. After
  
    looking into your account and reviewing all pertinent information I do see
  
    that you were not informed adequately. With that being said, I will go ahead
  
    and request that the ****** shipping fee that was
  
    deducted from your refund be refunded back to you. I do thank you for
  
    choosing 1st Class Medical and am sorry that you werent satisfied with the
  
    unit you received. Should you need anything in the future, please dont
  
    hesitate to let us know and we will do whatever we can to assist you.
  
  
                                                                     Thank You
  
                                                                 1st Class Medical

  Customer Answer

  Date: 08/01/2022

   
  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:07/19/2022

  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 my Simply go machine from 1st. class medical in May, 2019. I have used th machine exactly 2 times when I went on vacaation. I am planning a trip the end of November, 2022, and checked the machine. Found out it would cut off after 10 min. Since I only use this machine at night, this was not going to work. I called customer service in ****** 2022 and spoke with Shasta on a recorded line. She informed me that the warranty was going to expire in two weeks She also informed me to charge my credit card for $90.00 to pay for shipping to the company and back to me. $45.00 each way. I waited a month without hearing from them and then called back. I spoke to **** in customer service and was told the warranty had expired and they would have to charge me for repairs. I have talked to **** each month since ****** ** said he would send my machine back and issue a credit for $90.00 on my credit card. I want the company to honor their warranty and repair the machine. I feel like I have been patient enough with this company.

  

  Business Response

  Date: 08/01/2022

    I do thank you for contacting us about your recent purchase with us.
    After looking into your account and reviewing all pertinent information I do see
  
    that you did purchase your unit in May 2019, with that being said on the unit you purchased the warranty is 1 yr. 

  Our apologies if the initial customer service representative misspoke and told you it was longer.  Currently the manufacturer is unable to repair your unit.

  I do also see that you have come to an agreement with our team, the ***** shipping fee will be refunded to you and your unit will be shipped back to you from the repair facility. I do thank you for
  
    choosing 1st Class Medical and am sorry that you werent satisfied with the
  
    unit you received. Should you need anything in the future, please dont
  
    hesitate to let us know and we will do whatever we can to assist you.
  
  
                                                                     Thank You
  
                                                                 1st Class Medical

• Initial Complaint

  Date:07/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother *********************** and I purchased a portable oxygen concentrator from *********************** on May 16,2022. from First class medical after having a near death experience on a flight from Phoenix to ****** the Friday prior. ****************** reviewed all of my mothers oxygen requirements and assured me that this concentrator would meet her oxygen needs and provide her with a safe travel experience for the flight from ****** to **********, where I would be caring for my terminally ill mother who is now under hospice care. ****************** assured me of a 100% money back guarantee within 30 days of purchase should the concentrator not meet her medical needs. At no point did he EVER say there was a restocking fee of any kind let alone one for $800.00. Unfortunately, this machine did not provide my mother with a safe nor adequate amount of oxygen and required the airline to provide her with one of there oxygen tanks 40 minutes into the flight, in addition the paramedics had to meet us at the gate upon arrival in **********. I contacted ****************** for a refund and he referred me to *************************** to process the refund. After several calls and unanswered emails from *******************, She did process the refund. On June 8th 2022, I received an email confirmation stating the refund was being processed. Again, At no point was I informed of any restocking fee. Yesterday I saw a credit back to my mothers credit card roughly $800 less than what my mother paid. I called ******************** this morning to inquire about this error. The level of disrespect that ******************* displayed was absolutely deplorable. The fact that this company and the employees who represent it, mislead, lie, omit pertinent information in order to make a sale is incomprehensible. They are taking advantage of people who are in desperate need of oxygen in order to actually live. I am requesting the remainder of my refund.

  

  Business Response

  Date: 07/06/2022

  I do thank you for contacting us about your recent purchase with us.
    Our return policy states that when a patient returns a unit within days 1 to 5 they
    are eligible for a full refund (minus shipping) returns done from day 6 to 30
  
    are eligible for a refund minus 25% restocking fee and shipping costs. After
  
    looking into your account and reviewing all pertinent information I do see
  
    that you were not informed adequately. With that being said, I will go ahead
  
    and request that the 25% restocking fee in the amount of $748.75 that was
  
    deducted from your refund be refunded back to you. I do thank you for
  
    choosing 1st Class Medical and am sorry that you werent satisfied with the
  
    unit you received. Should you need anything in the future, please dont
  
    hesitate to let us know and we will do whatever we can to assist you.
  
  
                                                                     Thank You
  
                                                                 1st Class Medical

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17522829
  
  I am rejecting this response because: When I purchased the machine(please listen to the recorded call-if available) I was never advised of the restocking fee - in addition - I was flat out lied to - I was told clearly that there was a 30 day full money back guarantee. This company is responsible for the representation of its employees and in order to make a sale he lied to a terminally ill elderly in a desperate situation. I'm sure a multi million dollar company isn't going to go out of business by standing by what was told to us however that $800 does in fact play a vital role in my mothers medical treatment, Shame on the sales person, the refund person and anyone who does not do right in this situation.        
  
  Sincerely,
  
  ***********************