Complaints

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Inogen machine from LPT and was told I had a full warranty. My machine started to act up and I was told to replace the column which cost me $300.00. My machine is still not working properly and now I'm told I have to spend $480.00 for a loner machine and $90 for shipping. I believe I was lied to by the original sales person who no longer works there. I need the machine so that I can get around easier. I want to know can I file a lawsuit against them since there are so many people complaining about the same thing.

  Customer response

  05/13/2022

   

  I would like to proceed

  Customer response

  05/20/2022

  I don't see my signature on the document.  The problem is they tell you one thing to get you to purchase and then tell you something else when the machine needs to be serviced.  I have read several complaints on BBB where other people are having the same problem.

  

  Business response

  05/20/2022

   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. You signed our Return and Exchange Policy on 03/02/2021 and attached you will find your Invoice dated 03/04/2021 that states:

    Inogen One G4 Warranty...
    3 Year Warranty on Concentrator. 1 Year
    Warranty on Battery, Accessories and Sieve
    Beds . Customer is responsible for all shipping
    costs on warranty work.

    Loaner: If a loaner is required we can rent you
    a unit for a rental fee.
  
    I do thank you for choosing LPT 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
  
                                                                     LPT Medical

  

  Business response

  06/08/2022

  Attached you will find you signed Return and Exchange policy.  Signed on 03/02/22. I do thank you for reaching out with your concerns.  After review of your account I do see that you were informed adequately of our policies and services. I am sorry to hear that you were not satisfied.  If you should need anything in the future we are here to assist any way that we can.  Thank you!

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom it May ********** name is ***********************, I'am an 92 year old lady in need of a resolution in an over charge I received on purchasing an oxygen unit. I purchased a ************************ portable oxygen Machine on 11/18/2021 from LPT Medical. I was asked if I wanted the lifetime warranty. I asked if it could be passed onto My Daughter giving the fact that I'am 92 years old and wouldn't need one for myself. I was told that Yes, it could be passed onto My Daughter. However I was not given a price for this lifetime warranty. I was given a price for the unit of $2,195. I went ahead and ordered the portable unit. I received a invoice on 11/18/2021 for $2,195 from a Guy named **** who's contact information is ( ******************************* / Respiratory Specialist LPT Medical / ************** / www.LPTmedical.com ) then recieved a second invoice on 11/26/2021 for the amount of $2,740. For the price of the unit, plus $500 for a lifetime warranty, plus $45 for a return label. I immediately called to dispute these new charges. which was when i was told that it was too late to cancel any warranty, that there was a 5 day policy. I called on Monday 11/29/2021. which was within the 5 days i would have to had do so. I have contacted the company with no resolution as of yet. My Desired Resolution to this would be to have the warranty and return label money in the amount of $545, returned to Me. I will attach the 2 invoices along with this claim.

  

  Business response

  05/11/2022

  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 not informed adequately. With that being said, I will go ahead
  
    and request that the ****** for the Lifetime Warranty be refunded back to you. You will no longer have a Lifetime warranty for your machine.

    The shipping cost of ***** is for your trade in that is non refundable.

    I do thank you for choosing LPT Medical and am sorry that you werent satisfied with the
  
    information 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
  
                                                                 LPT Medical

  Customer response

  05/11/2022

   
  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. I would like to know when i can expect the refund of $500nfrom this company. Also, will it be refunded to the card that was used.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/11/2022

  Credit will be issued within **** business days to the card that issued the payment

  Customer response

  05/16/2022

   
  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,
  
  ***********************

  Customer response

  06/13/2022

  To Whom it may concern, My Name is ***********************. I had a previous issue with LPT Medical which I thought was resolved. My Complaint number is complaint #********. We had a resolution in which the company was suppose to refund me $500. this was suppose to be credited back to my card within **** days. It has now been a month since then and I have not received a word from the company or a credit for the $500, they had agreed to give back. Any and all help with this would be greatly appreciated.

  Desired Resolution: Refund

  

  Business response

  06/14/2022

  My apologies, you refund has been issued and will received within **** business days

  Customer response

  06/16/2022

   
  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

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  22 November 2021 my wife purchased a SeQual Eclipse 5 from LPT. She said we had a SeQual Eclipse 3 to put in part exchange. The salesman told her that we would probably get about $600 for it. So we sent it off and heard nothing more. After a few calls I decided to call him myself. He told me that our trade in was now only worth $100. I told him that $100 was not enough and to return my SeQual Eclipse 3. This was December 2021 and we have neither seen any part exchange money nor our SeQual Eclipse 3.I wrote and on 22 March 2022 I received the following from ***********************: We are following up in regards to your complaint regarding a SeQual Eclipse trade in. I have received your message & would like to look into this further for you.On 23 March *********************** wrote: It looks like the offer was for $100 due to this unit being discontinued.I replied the same day: Your salesman told my wife that she should get $600 for the trade in. When I spoke with him he dropped that offer to $100. It's not as if he did not know which model of SeQual we were trading in.*********************** replied same day: I will get with my supervisor today & be in touch with you by the end of the day with a resolution. I apologize for this inconvenience & will be in touch soon. I replied to *************** on 25 March: Last Wednesday you told me that after speaking with your supervisor you would get back to me by the end of that day!! It is now Friday. On the purchase invoice [dated 22 November 2021] it stated that our trade in was a SeQual Eclipse 3. So the salesman knew this and still said we could get $600 for it. If, as you state, the model was discontinued then why did he not mention this before offering $600 for it?On 6 April I again wrote to ***********************: Regarding the SeQual Eclipse 3 I put in part exchange for a SeQual Eclipse 5 in November of 2021. May I please ask you to call me so that we can settle this matter?On 7 April 2022 I wrote to the *** and never received a reply.

  

  Business response

  04/29/2022

   I do thank you for contacting us about your recent purchase with us. I am sorry for the delay on the resolution of this matter.
     After looking into your account and reviewing all pertinent information I do see
  
    that you were not informed adequately. I have requested that your Sequal Eclipse 3 be sent back to you immediately. I do thank you for
  
    choosing LPT Medical. 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
  
                                                                 LPT MEDICAL

  Customer response

  05/02/2022

   
  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.

  It's just a pity that they did not sort this out nearly five months ago.
  

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

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LPT was quick to sell me a new Inogen G5 with a lifetime warranty. ****** told me if I ever had a problem with the machine to just give her a call and they would replace it no problem. When you start having problems with the machine, you will also have major problems with LPT. First they put you thru to ********** for resets, which did not fix the issue. Next they have a guy tell you that you must pay $90 to have the unit shipped to you. Also that ************* were out of units because of ********** did not know how long before I would get a unit. When I went back to ****** with the issue, she would not take my call. I was sent to ***** I told her I would only speak to ******. ****** finally called me back, said she was in ********** issue was with ************ must speak to ***** **** said the guy did not know what he was talking about that they had units and if I paid $45 they would ship my unit the first of the week. I was NEVER told I would have to pay endless additional charges for the warranty. The first of the week I get an email saying I need to raise my spending limit on card for my unit to ship, their charge would not go thru??? I call again, low n behold they made a mistake and the $45 charge went thru. NOW they don't have any units and I can't get a hold of ***** I was suppose to get a new unit last week, I am still waiting!!! As soon as they get your money after making so many promises, the excuses started. Their lifetime warranty comes with some hefty shipping charges as they call them. How can you make excuses when someone depends on the portable oxygen machine to be able to get out of the house? That and the new charges to use the lifetime warranty should be considered fraud, pure and simple.

  

  Business response

  04/18/2022

   I do thank you for contacting us about your recent purchase with us. I am sorry for the delay on your replacement unit.  Due to supply chain issues during this time we do not have a firm ship date from the manufacturer. When a problem occurs on any unit we do our best to rectify the problem and get you back to a fully functional unit as soon as possible.  Also, when shipping a medical grade device, such as your Inogen G5, we must insure the unit which incurs the shipping fee. ***** both ways. We are working diligently with Inogen to ensure that your unit is shipped as soon as they have a replacement available.  I do thank you for choosing LPT 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
  
                                                                 LPT Medical

  Customer response

  04/21/2022

   
  Complaint: 17055556
  
  I am rejecting this response because: They assured me they had units to ship to me when I gave them my credit card. It was only after that, that they came up with some bogus excuse that my credit card not going thru. The day I called them about it was the day it magically went thru then they all of a sudden had no units to ship. I can assure you if someone was trying to buy a new unit they would find a secret stash of them.

  When you had me agree to the purchase there was NEVER a mention of outrageous shipping charges with their lifetime warranty, that is fraud to me. I think I will contact Inogen about their warranty because I am still within the first year and I will see if they have units available? I BET they do!
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/21/2020 I purchased a portable oxygen machine from this company. I used it very few times as this was the middle of the pandemic and I stayed home! I started having problems with the machine in Oct 2021 and called the company as it was still under warranty. They said that I would have to send the machine back to them at my cost ($114.00) to have it fixed in which I did on 11/01/2021. I have called them several times to check the progress and they tell me they have no info and are waiting on parts that the have no ETA on. I ask why they could not just send me another machine since it had only been used a few hours and was still under warranty and they said that was not an option. They said I could either wait on mine to be fixed or purchase another machine and they would give me partial credit on mine??? I feel this is unacceptable and I just want my machine back fixed or a refund of what I paid for it $2385.00. My order number was #*****. Please help me! Thank you

  

  Business response

  04/13/2022

  I do thank you for contacting us about your recent purchase with us. Our apologies for the delay on ***********. Due to 
   supply chain issues, repairs are taking longer than expected by the manufacturer.  After looking into your account and reviewing all pertinent information, I will go ahead
  
    and request that a replacement unit be sent out to you ASAP. I do thank you for
  
    choosing LPT 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
  
                                                              LPT Medical

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *n Jan 22,2022 contacted LPT Medical to order an Inogen G5. Was told not in stock-backordered. *** recommended the Caire unit. Was ordered with 2 batteries. Charged $2640. Spoke with *** on or about 2/1/22 to return unit ( too noisy*. He recommended the Rhythm P2 as a substitute Same price. Recd on 2/8/22 with only 1 battery. Called LPT (*** * on 2/8 and 2/9 to ship the other battery overnight. Had a flight on 2/10/22. Unable to change flights. As per the airline 2 batteries reqd for in flight use. Recd the battery on 2/11/22 while in Mn. Could not use on the flight to Mn. Returned to Pa on 2/15/22.Called LPT to return theP2. Returned on 2/22/22. Was told as per email on original purchase, would be charged a 25% restocking fee. On original order was told email to be e-signed was only to confirm the order. Shipping on orders and returns were charged and paid by **** am requesting a full refund ( I was refunded only $1946.25*. The additional refund would be $693.75.Original invoice # ***********-1.. I have invoice and shipping documents.

  

  Business response

  04/05/2022

   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 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
  
                                                                    LPT Medical

*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. ↩