ComplaintsforInogen One

Medical Supplies

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Initial Complaint
01/03/2022
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.
We contact Inogen, our G3 was not charging. We purchased a power supply for $161.95 but no luck. We contacted Inogen on June 4 2021. Sales Lynne Rush says G3 couldn't be repaired since G3 parts are no longer available. Lynne says you would need to purchase a newG5. A G5 was purchased for $2345, and a new backpack $106.35. Battery BA-503 charger purchases $299.95. This purchase was made on Jun 4 2021. And needed batteries, single $227.5 and double $346.5. We discovered G3 can be repaired, and buy warranty $229 for repair send Inogen unit on June 22 2021 we requested repair to serial #15039859. On June 23rd, send via UPS store $43.84 for packaging and shipping to Inogen attn:Service to Repair, 1226 Commerce Dr, Richardson, TX75081-2406, Tracking #1ZA554Y60312598416. It was received by Inogen on 6/29/21. This information was provided in August by Inogen, yet not until August did they tell me anything. When contacting Inogen I was told it could take over two months for repairs. On August 17th Bree, look into the missing unit that was received by Inogen on June 29th. Bree told me we had two separate files, she merged the files, and told me our unit was lost. Not sure how a unit can be lost, or why when they enter it.
Business response
01/06/2022
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
12/20/2021
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.
On May 07,2021 I purchased a home oxygen concentrator and a portable oxygen concentrator from Inogen. They do not file with insurance so I paid in full for this medical equipement and filed with my insurance, after much back and forth with my insurance they issued me 2 reimbursement checks, one was sent to me and the other sent to Inogen at *** ****** ** Goleta Calif 93117, I called the insurance to have them stop payment and reissue the check sent to Inogen and send to me but it had already been cashed so the insurance told me to get a refund from Inogen. I have made multiple attempts to reach someone at Inogen to reolve this, billing dept said they cannot help, customer service says they cannot help and our sales rep says he cannot help, each time they have submitted a request on my behalf to their accounting dept to have someone contact me and unfortunately no one has called me back, I even sent an email to their corporate office with no response. I have furnished them with the check number, check date, amount and who issued the check for them to research. Over the past two months I have made around 10 attempts to reach someone to resolve this situation with no response. My hope is the Better Business Bureau can assist with a resolution as i want my money. My account would have a zero balance so i don't know where they would apply this money and why no one will help me.
Business response
12/21/2021
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
12/22/2021

I am rejecting this response because: nothing was resolved. A representative from Inogen did call me but refused to send the refund to me, said it is against company policy. She said they would send it back to the insurance company for them to send to me. This is ridiculous, they have had the money for 2 months already, why have they not already done that? why can't they send it to me? In order for this to be resolved it takes more than a phone call, I need the information regarding the check #, date and amount of when they finally do send it to the insurance or preferrably to me. While we have had no problems with the equipment we purchased i find the company incredibly difficult to deal with and wish I had not purchased from them.

Regards,

R*** *******

Business response
12/22/2021
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
12/23/2021

I am rejecting this response because: Inogen did contact me again and informed me what they are planning on doing, waiting for follow up from them regarding sending the funds back to insurance. I will need the date completed as well as confirmation from my insurance company that they have received the funds. I believe we are working on the resolution

Regards,

R*** *******
Initial Complaint
12/16/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered an Oxygen unit on Dec 2 - never recvd. Frequent emails/phone calls and ltr to CEO never resolved issue. Inogen charged my credit card $1645.00 and I have not recvd credit.
Business response
12/21/2021
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
12/22/2021

Complaint: 16371325

I am rejecting this response because: I have not recvd credit on Discover card -

Regards,

B****** **********
Initial Complaint
12/10/2021
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 looked into getting the Inogen oxygen backpack after being advised by a doctor that I would now require it for walking and sleeping. I felt with my back problems inogens products would be more useful for me than having an oxygen tank in my home since my husband has one now and our home is small as it. After checking with our insurance and finding out that they would pay for the Inogen backpack rental at 100% I made inquires about it and received a call from a E**** who took all my information, dr,insurance, etc. She called me a couple of days later and said your company IS pay for everything at 100% rental. You will receive a call from our confirmation dept to confirm and you will be all set. I than waited for the call. I got the call yesterday and the woman I spoke to confirmed that I was covered at 100% by my insurance company, but would not put the order thru without my giving her a CREDIT CARD NUMBER!!!!! She said if you don't give me a number I'm closing your file. I said there is no reason for me to supply you with my credit card number. She than said I'm closing your file. Now why would they need my credit card when my insurance is paying for it at 100%. The number for E**** ###-###-#### and the 2nd caller was ###-###-#### (there sales dept) not rental.
Business response
12/16/2021
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
12/16/2021
I am rejecting this response due to the fact they did not answer why I should supply a credit card number when my insurance company informed them that they would cover the oxygen supplier all equipment at 100% coverage. Inogen talk to my insurance company & doctors office to confirm all my information and than tried to get a credit card number, knowing that they would be paid at 100% by my insurance provider.
Business response
12/28/2021
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
12/29/2021

I have already signed all the forms including the form you are requesting for a Intake Rep Delana Telfer at 877 828 6413. Please check out all my information with her. Thank you

Regards,

C****** *****
Initial Complaint
11/23/2021
Complaint Type:
Customer Service 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 the Case Manager with Lifespan resources in New Albany, Indiana 47150 My client C****** ****** has been trying to resolve this issue for over 2 months. I am attempting to mediate a resolution. C****** is trying to cancel and ship units back to Inogen. She cannot afford shipping. Below is what C****** has told me. I cannot get any help from oxygen company Inogen. Trying to ship 2 units to company. I am not aware how the Oxygen was ordered. I have not received any supplies and cannot get any assistance from Inogen. I am receiving bills for $2000.00 . I am on Medicare and Medicaid and cannot get assistance from from Medicare as well.
Business response
11/29/2021
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
08/25/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6-26-20, I purchased oxygen equipment from Inogen for 4519.98 by phone with my Discover credit card. I was told by "Michelle" that insurance would not pay so we needed to pay ourselves. I then filed myself with Blue Cross and they paid Inogen on 6-12-21 $1495.00 which was the plan allowance. Inogen refuses to pay us the 4519.98 because they say we signed a waiver agreeing to pay cash. Now Blue Cross won't pay us the 1495.00 because of this waiver. WE DID NOT SIGN A WAIVER. I believe Inogen wouldn't file insurance because they knew they would get more from us directly. We are an elderly couple on a fixed income and feel that we have been totally taken advantage of. I believe we should be refunded the 4519.98 and Inogen keep the 1495.00 plan allowance.
Customer response
08/31/2021

I am rejecting this response because:
A lady called me from Inogen and said they are not in a contractual status with Blue Cross. This is not what Blue Cross says. I believe they are lying to keep from refunding our money.

Regards,

R****** ********

Business response
08/31/2021
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
08/31/2021

I am rejecting this response because:

Regards,

R****** ********

Business response
09/03/2021
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
09/03/2021

I have reviewed the response made by the business in reference to complaint ID 15799705, and find that this resolution is satisfactory to me.

Regards,

R****** ********
Initial Complaint
08/11/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased the Inogenone g4 in March 2020 from Apriadirect.com and am making payments on as it not cheap I’m on disability and wanted something lighter to carry and if I ever need be gone for awhile. I was at my dr appointment and I took the backpack off as I needed to lay down to have an exam and when I had sat up it accidentally got bumped off. I contacted apriadirect and they said manufacture won’t fix cuz it was dropped I have to pay over 400 something or over 900. I am still paying for this and still owe little over 700 for it to be mine why should I be punished for something that was an accident. I told the truth and now I still have to pay for something that is broke and pay even more that should have had coverage for a machine that costs so much when i didn’t do it on purpose
Business response
08/13/2021
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
08/17/2021

I have reviewed the response made by the business in reference to complaint ID 15752016, and find that this resolution is satisfactory to me.

Regards,

S**** ********
Initial Complaint
08/06/2021
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.
Date of transaction: June 28, 2021 Amount paid to business: $2,635 Purchased: IS-400 Inogen One G4 Portable Oxygen System with backpack and accessories Dispute: This was a 30 day trial with a $100 restocking fee upon return during this trial. On July 16, 2021 C**** ****** of Inogen was contacted that Harold Fater would like to return the unit for a full refund less the $100 restocking fee. To date, the company has refused to issue refund paperwork to send it back, has indicated multiple times they will issue this paperwork via email (not received to date), and has been called at least 6 more times asking for the refund paperwork. Invoice Number: 12*****1 Invoice Date: 28-JUN-2021 Sales Representative: C**** ****** Customer #: 944522 Tracking Number: 519848331760 Sales Order: 22**379
Business response
08/11/2021
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
08/04/2021
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 purchased the G3 Oxygen Concentrator with the lifetime warranty in 2015. I am trying to make a warranty claim, and they sent a new machine that was defective. They refuse to provide any written description or definitions of the lifetime warranty I purchased, they will only tell me what is and is not covered via phone conversations. When the lifetime warranty was purchased, I was told I'd have the latest equipment, that was a lie. I have made several attempts to resolve this by phone, and each time they hang up on me. If this issue is not resolved through the BBB, we will be seeking reimbursement of the warranty ($1500) and the machine itself through legal recourse. As it stands right now, I am on day three without oxygen. As I recently had open heart surgery, this is extremely detrimental to my health. I either need a new machine, my current machine repaired, or a full refund of the warranty and the machine.
Business response
08/06/2021
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.

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