ComplaintsforInogen One

Medical Supplies

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Complaint Details

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Initial Complaint
06/20/2024
Complaint Type:
Billing Issues
Status:
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.
I am on oxygen and I inquired to get an Inogen machine and my medical insurance even approved to pay the full cost for the unit but Imogen wanted my medical records in order to proceed in which was verified by my doctor as well as my insurance that they did not need to see especially if my insurance agreed to pay the full cost.
Business response
06/27/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
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.
Replacement needed for a concentrator g3. They sent columns to repair it. That didn’t work I have waited on the. Phone 3 times at 45min each. And was sent to a survey. This machine is needed to be able to go on appointments. I have pulmonary fibrosis. No cure. Replacement needed now.. this has been going on since may31
Business response
06/17/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
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.
I have a POC G5 that will not load--I have had it replaced and I have had the ac power cords replaced.SN******69 is waiting for someone at imogen to tell me how to fix or replace this equipment again, I have doctors i need to see and no oxygen to get me there
Business response
06/10/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rental unit does not work
Business response
06/17/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
06/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21817073, and find that this resolution is satisfactory to me.

Regards,

J ******
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have called them several times because they sent a machine that I did not order or want. They will not send me the information or sending it back. They said if I get the machine I ordered I have to keep the other one. I want to send it back.
Business response
06/04/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Caveat I Emptor(let the buyer beware). I entered into a contract in late February for an Imogen Rove 6. They told me they would not ship until I paid the total amount of $3515.00 upfront. This amount cleared my bank on Feb 28,2024 and I received a new Rove 6 March 4,2024. It failed after 6 hours of use and they replaced the units 8 times between March 4 and May 27,2024. I ask them if all Rove 6 units were defective but the service people played dumb. We all know Inogen was having problems because they replaced my units 7 times (average of one per week). I discussed the problem with a supervisor-C****** and I told him i demand a refund of my payment of $3415.00 if unit #8 failed which it did on May 27,2024. C****** said on May 28,2024 he would refund my $3515.00 and they provided a shipping notice for UPS. I tracked the shipment and Inogen received at their location in Plano, Texas on May 28,2024 at 11AM. I am now told it would take two weeks to refund my payment. Seems to be stupid to demand my money up front but they will hold my money for two weeks. Perhaps they are not aware of the term Caveat Venditor (let the seller beware) If .
Business response
06/05/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
06/05/2024

Complaint: 21792798

I am rejecting this response because:
I have not received a refund for this product consumers should not buy.
Regards,

F*** *******

Business response
06/07/2024
We are sorry that you were not satisfied with our initial response to your concern. We are making an additional attempt to contact the complainant again with the intent to resolve the concern.
Customer response
06/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21792798, and find that this resolution is satisfactory to me.
I received a full refund on Saturday June 8, 2024. I hope this results in some closure for this unforgettable experience. Thanks BBB for your help and assistance in this matter.

Regards,

F*** *******
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
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.
My Inogen machine is not operating properly. It is making a loud noise as the fan in the machine continuously runs very loudly. It will not turn off unless I remove the battery and it does not hold a charge properly. Called Inogen and reported the problem the 1st time and was told that someone would call me back which never happened. So I called a second time and the person I spoke to asked me to hold up the machine next to the phone do that she could hear the noise. I did just as she asked and she told me that she could not hear the loud noise coming from the machine. I told her that machine is making a very loud noise and then the lady hung up on me. All I want is for them to replace the machine. But, dealing with some of the customer service people is just horrible. Can you guys help please?
Business response
05/28/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
06/04/2024
Thank you for taking care this issue.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My g5 needs service with issues it is having. I've emailed them twice, and they responded, I missed their phone call. I have made many attempts to call them, only to wait on hold, and get no one to answer.
Business response
04/29/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
04/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21625851, and find that this resolution is satisfactory to me.

Regards,

A******** *****
Initial Complaint
04/23/2024
Complaint Type:
Delivery Issues
Status:
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.
I requested the Inogen portable oxygen for my sister so she could leave the house. This issue has been going on since Jan 2024. After numerous calls with over an hour wait every single time, I'm given one excuse after another. First Inogen said they sent it, but it came back saying they couldn't find the address (she lives in town of a very small town). Then Inogen said she wasn't approved, even though multiple times they told us she was. Then Inogen said they needed something from her doctor. After her doctor sent what they asked for, they said it wasn't done right. Went back to the doctor and supposedly did everything they asked and it still wasn't good enough. They refused to tell me exactly what they needed. There were many calls that said it was already sent or the UHC insurance denied it. I called UHC and they said it had been approved. Inogen doesn't call you back when they say they will. Ingogen will say they need time to investigate and then they don't call you back. Since this is a medical issue the State Attorney's office needs to get involved. I checked Inogens reviews online and evidently this is standard practice. Inogen employees lie, delay make excuses and never send the needed equipment. We have the portable tank from the current provider, but it is too heavy for her to carry, she is very frail (95 pounds) at 5'2". She is confined to her house alone and no way to go anywhere. The reviews of Inogen were never higher than 1 star and the remarks said the only reason they didn't give a 0 was because it wasn't an option. The issues that were complained about were all of the issues above that pertain to us. Long wait for an answer, wrong address, no call backs, excuses for not delivering and using procedure to avoid responsibility.
Business response
04/29/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I suffer from advanced COPD so I purchased an oxygen concentrator from Sleepeh a distributor for Inogen products in Canada. This is a followup to a complaint I have just registered with Canadian BBB about Sleepeh. I have uploaded the applicable emails between myself and Sleepeh that best describe the issues I have had and continue to have with the Inogen One G5 oxygen concentrator.
Business response
05/01/2024
Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the BBB. However, the Inogen team has been in contact with the complainant and believe the situation has been resolved. Please contact us again if you have a different understanding.
Customer response
05/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21603755, and find that this resolution is satisfactory to me.

Regards,

D**** ******

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