Complaintsfor1st Class Medical LLC

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a POC and was promised the e-Thrive program worth $497. Despite repeated requests for how to get the program....they ignore me. Does the program really exist? Why are they withholding info on it? What can I do?Please be clear this is a separate complaint than the money they overcharged for the machine and snuck it by me by delaying the receipt. Thanks,*******************

  

  Business response

  04/18/2024

  We are truly sorry to hear about your negative experience with our company. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that an email has been sent regarding the Thrive eLearning enrollment platform.  Should you have any questions on how to enroll, please do not hesitate to call our ************* Team.

  
  

  Customer response

  04/19/2024

   
  Complaint: 21575134
  
  I am rejecting this response because: I never received the email regarding eThrive.  Please resend.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/02/2024

  Thanky ou for contacting us regarding your concern.  We have resent the email.  Please contact 1st Class **************** if you have any additional questions.

  Customer response

  05/02/2024

   
  Complaint: 21575134
  
  I am rejecting this response because:  I don't know where they are sending the email but I have not received it yet.  I check spam everyday also.  Let's try a different email account.  Please send it to ********************.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/15/2024

  Thank you for advising us on your delay of your email.  We have resent to the email provided.  Please do not hesitate to call 1st Class **************** should you have any other concerns

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an oxygen concentrator through this medical supply. It was based on an email received on 3/15/2024.They helped me finance it the same day with some type of in-house financing I guess. She sent me a link. I typed in identifying data, and got the loan. I trusted that she charged me the same amount she quoted me. I guess I should have looked better but was tired out after all the online stuff. I am older and this is not my thing. Anyhow, I picked up the machine yesterday and got a receipt emailed to me when I got home. The price was incorrect, plus they charged me a delivery fee of $45, when I had a medical transport bring me from Co Spgs. I called and discussed it with the sales lady. She gave me a bunch of shop talk that made no sense and also said that the price advertised was the cash price. She knew I was financing it. She never told me it would cost more if I did so. Besides she knew from the start we were doing it that way. I am already paying an outrageous finance charge of nearly 27%!! Now she wants to get me for another $345!I then asked to speak with her boss who tried to manhandle me from the start. He was rude, talked over me repeatedly and was just plain awful. I had to hang up on him. That was very unprofessional of him. I would like the company to make this right and pay me back for the extra they charged me. $300 on the price and $45 for the delivery which didn't happen. So, a refund or really correction of $345.

  

  Business response

  04/04/2024

  We are truly sorry to hear about your negative experience with our company and the issues you've encountered with your oxygen concentrator. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that you have made contact with ourCustomer care team and have resolved the issue.  Should you have any additional questions please do not hesitate to call ************
  Once again, we apologize for the inconvenience and frustration you've experienced.

  Customer response

  04/04/2024

   
  Complaint: 21505137
  
  I am rejecting this response because:  They overcharged me, per the previously attached ad and the receipt, for the oxygen concentrator.  They have not given me a refund of the overcharge.  So, how do they figure they have resolved it? We have not resolved a thing.  What do I do now?  Small claims court?

   

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

  

  Business response

  04/12/2024

  Thank you for contacting us about your concerns. We assure you that we take you concerns very seriously. After further review of your account, the promotional email that you received was for a cash option, you have financed your purchase. Pricing is different for the cash option and financing. Should you elect to return the purchase please contact our ******** care team to initiate the return.  Return fees do apply.  Should you have any additional questions or concerns please do not hesitate to call.
  
  

  Customer response

  04/12/2024

   
  Complaint: 21505137
  
  I am rejecting this response because

  :
  The had that I responded to and purchased because of said nothing about that being only if you paid cash. 

  Since I have made numerous attempts and cannot get anywhere with them I intend to just follow through by taking them to small claims court. 

  Also their ads are talking about an e pulmonary program worth $500 which they have also ignored me about. 

  I *** them for both items. And I will win!  Because what they have done is totally wrong they will pay.

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

  

  Business response

  04/24/2024

  We are truly sorry to hear about your negative experience with our company. Our aim is always to provide excellent customer service and support, and we apologize if we haven't met your expectations in this instance.  After further review of your account we do see that an email has been sent regarding the Thrive eLearning enrollment platform.  Should you have any questions on how to enroll, please contact customer service. In addition, the promotional email that you received was for a cash option, you have financed your purchase. Pricing is different for the cash option and financing. Should you elect to return the purchase please contact our ******** care team to initiate the return.  Return fees do apply.

  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 4, **** ordered a portable refurbished oxygen machine for $2000 + 40 shipping. Was shown pictures of machine called an arya machine which I purchasedand details for warranty. Received the package 3 days later with a totally different machine that was older than the one I was told I bought. They refused to let me talked to the salesperson and sent me to customer service. He said they had never even had in stock the machine I paid for and if I wanted that one I would have to pay $300 more. I said to send me a return label which he said I would have to pay the shipping back. After arguing he finally sent me a return label. Now just waiting to see if they will refund the money

  

  Business response

  02/13/2024

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, we do see that you have set up your return and once 1st Class Medical receives the merchandise a refund will be processed accordingly. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.
  
  

  Customer response

  02/20/2024

  They have issued me a refund and I consider it closed

• Initial Complaint

  01/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied for financing for a portable oxygen concentrator and got approved on 1/12/24. 1st class medical keeps telling me they cant ship until the finance company remits payment. I called the finance company, and was told they remitted full payment on the 12th. Here it is the 22nd and no machine has been shipped to me. Im ready to cancel the whole deal!! Im just so frustrated!!

  

  Business response

  01/23/2024

  Thank you for contacting us about your concerns. We do our best to ensure that all of our customers have the best quality products with fast and efficient service. We assure you that we take your concerns very seriously and would like to help to resolve this as soon as possible. After further review of your account, we do see that your merchandise has been shipped. You should receive the merchandise tomorrow 01/24/2024. Once again, we apologize for the inconvenience and delay you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Zeno Lite portable unit...light use. It was all good till it wasn't!! Started shutting down with a vent error. Called in spoke to ***** who instructed me to remove all power including battery for 60 minutes. It would hard reset mother board . Well it worked an hour same problem returned. The kicker they tried get me trade it in on new one. With trade a refurbished unit was like $1100. It's under warranty so I said let's just repair mine. He passed me off to Tech support. Lady with hardly no detail or testing told me the sieve ?? Needed replaced . That wasn't covered under warranty, it be app $400 + $95 dollars shipping. So now up to $500 for a warranty fix and the ridiculous shipping charge of $95. They said that's what ************* charged..uh-hu? Upon calling another dealer about a replacement they said ******************* had know defect. This sound like a company that backs their product? All they do is try up sale you on a device they know you have to have. They think they gotcha!! Never again will I do buissness with these folks!! Buyers beware!! Better read fine print. Shop somewhere else. They are your typical online hide behind the keyboard company!

  

  Business response

  01/16/2024

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products, and when problems do arise, how frustrating that can be. We assure you that we take your concerns very seriously and would like to help to resolve this as soon as possible.  After further review of your account, we do see that you have made contact with our customer support team. The unit has a three year warranty however the manufacture warranty for the sieve beds and other accessories only have a one year warranty, We would be happy to assist you with sending the unit to the manufacture for ****************** again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns. 

  Customer response

  01/16/2024

   
  Complaint: 21149070
  
  I am rejecting this response because: They charge $95 dollars shipping and have not even examined the device or tested it for a malfunction.  I assure you this device could be shipped for $20 with insurance.  It's a exorbitant fee to try and make you not return the unit. When I bought the device the ************************* told me 3 year repair or replace the unit if any issues , there was no mention of individual parts. The 1st contact ***** on this issue diagnosed a mother board issue. His fix was a hard hour power down that did seem help it run longer. When error returnd he said mother board again needs replaced. Send it to us . Funny if I agree trade it they will pay shipping if I shell out another $1000 +. When shopping for another unit a new supplier told me this is a known issue on my unit and most sales points had stop selling due to reliability issues!! Nothing about their buissness practices are fair ! It's taking advantage of people who life depends on their products to stay alive.  If they can't rectify I just assume my only recourse is to use my free time to bring their unfair practices to light on social media and review boards.

  
  
  Sincerely,
  
  ***************** **************** Or ***************************

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled an oxygen machine which I considered buying but it was unnecessary so immediately contacted ***** at First Class Medical to initiate my credit before the product was shipped. During that call I was advised to accept it and return but insisted on cancelling. I never received the product and contacted First Class Medical again since a *** tag was left at my home . Upon following up with *** I was told they were waiting for the company to contact them with a call tag to ship it back as it remained in the posession of *** at their access point on *************************************************************. prior to September 7,2023. The tracking number is **** **** **** which we confirmed with **** during a phone conversation September 21 . Upon speaking to ***** as well as ****** , both from First Class Medical on September 22, 2023, my dauhter , *********************** and I were advised they would be contacting *** to expedite my refund. After realizing they were not cooperating to honor my refund on a product which was cancelled as well as never received or in my posession I also contacted my bank Arizona Federal to assist me with this dispute but it still remains unsettled. I am 91 years old and extremely disappointed in the unethical actions of this company. Obvisously I am being taken advantage of and the situation is extremely stressful and detrimental to my health dealing with my $2690 being held by First Class Medical.I am still waiting for my full refund and would appreciate your help in this matter.Sincerely,***********************

  

  Business response

  11/30/2023

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products, and when problems do arise, how frustrating that can be. We assure you that we take your concerns very seriously and would like to help to resolve this as soon as possible.  After further review of your account, we do see that you have made contact with our customer support team and have been refunded. Once again, we apologize for the inconvenience and frustration you have experienced.  Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.
  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an oxygen concentrator in September. Ive only been able to use it a couple of times and found out that the unit does not work properly so when I called ************************* in October I was told I would have to pay the cost of shipping the unit back. The batteries dont last more than a half an hour the machine stops working for no reason and the machine doesnt deliver oxygen properly.Upon contacting the company they offered a replacement, but will not cover the shipping and require me to pay for at least half the shipping. This is a brand new unit was only used a couple of times and never worked property. Ive been on oxygen for over 13 years have had to buy several units over that period of time so I know how theyre supposed to work. I dont understand why this company wont take care of their customers better than what they are that is how you ensure your business has repeat customers.

  

  Business response

  11/08/2023

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account, we see that you had spoken to the ************* Manager, and It appears that you concerns have been recognized and rectified. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a portable oxygen concentrator from 1st class medical. Via ******** stopped shipment. She initiated a return to sender. Package never delivered to me. 1st class medical has withheld $90.00 of my initial payment of $1840.00 refunding only $1750.00. I am a terminal lung cancer patient, an elder person, and a veterann. I need this machine and cannot afford to have this company withhold these funds just because they already have my money and have gotten away with it many times before. Just read the reviews on Yelp. This is their standard of misconduct. The owner ************************* allows this misbehavior across 9 different companies. Bet he wouldn't let me do it to his family. You have a real scammer on your hands, He is a FRAUD!!!! Stophim.

  

  Business response

  08/31/2023

  Thank you for contacting us about your concerns.  After further review of your account, we do see that you were adequately informed of the return policy.  Attached you will find the Sales receipt with return policy. All shipping charges are non-refundable.  Once again, we apologize for the inconvenience and frustration you have experienced.  Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  C******* D******* (88 yrs old) with my sister D****'s help, called and purchased a NEW P2 Lyfestyle Rhythm Portable Oxygen Concentrator (***) $2,955 from ******** on 5/24/22. Sales Rep said *** would be overnighted. D**** rec'd an email of thanks 5/24/22 with a packing slip?? *** arrived 9 days LATER on 6/02/22. The *** box did not include any paperwork (ppw), no packing slip, *** info booklet or Warranty ppw. D**** called ******** same day & told them the ppw was not included in box. D**** emailed ******** & again asked for the invoice, packing slip & warranty. Didn't receive paperwork.Mom had problems from the start. The battery did not hold the 4-hr. charge on 2 liters. The battery lasted between 2 - 2 1/2 hrs. D**** called ******** to complain about the battery not holding charge. The battery & *** were running very HOT. ******** overnighted new battery, but IT ALSO didn't function correctly. D**** called approx. **** times to report the issue, but no calls returned. After a frustrating 10 mos & no resolution, they called (********/1st Class Medical) again at the beginning of April 2023. They requested that (********/1st Class Med) REPLACE mom's Defective *** under Warranty purchased on 6/2/2022, with a New Functioning ***. (********/1st Class Med) Rep said they couldn't replace ***. It had to be sent out for repair. It would take 1-2 wks. *********** went into PANIC mode. They were flying to CT & NEEDED a functioning ***. *******. did not offer the Loaner Option under Warranty. Instead, the Rep. took advantage of ******** & said they should upgrade to a new ***, it would be better. Mom was very upset that she would have to spend another $1100 to upgrade after spending $2955 < a yr. ago for Defective ***. My confused 88 yr. old Mom agreed to this BS & paid $1100 without an invoice. She rec'd her credit card stmt. with a $2295 charge. $1195 over $1100. I tried to resolve. Mgr. C* said sorry, we can't help you it's passed 30days. $5250 later

  

  Business response

  08/02/2023

  Thank you for contacting us about your concerns. We are truly sorry to hear about your the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously.  After further review of the account, I do see that you were adequately informed of the process and the price of the upgraded machine. Once again, we apologize for the inconvenience and frustration you have experienced. Please do not hesitate to reach out to our Customer support line at ************** should you have any additional questions or concerns.

  Customer response

  08/07/2023

   
  Complaint: 20406483
  
  I am rejecting this response because:
  
  Sincerely,
  
  Clemence (daug ***********************************) (daug *****************************) ********

  Customer response

  08/07/2023

  Dear ******,
  I am rejecting response from 1st Class Medical for these reasons. 

  1) The first *** purchased 5/24/22.  The invoice was requested several times via cell and email with no response from 1st Class. 
  2) The *** had problems from time of receipt 6/2/22. Phone calls were made because battery wasnt holding charge and both battery and *** were running Hot.  They finally got thru to 1st Class and a new battery was sent next day, a couple of days before Moms plane trip to CT.  The *** had to meet Airline requirements in order to fly. The new battery did hold the charge a little better, but not up to 4 hours as stated. 
  3) Several phone calls were made from summer22 thru spring23 with no response from 1st Class.  The problem was still about *** and battery were still running hot and not holding charge.
  4) ***** finally connected in April **** with 1st Class and requested a replacement for the defective ***.  Replacement was denied. ***** & Mom were told by 1st Class that the *** had to be sent out for repair and it would take 1-2 weeks. My understanding is that there was no mention of renting a loaner. Instead the rep recommended they should probably just upgrade to a better ***. For an additional $1,100. Rightly so, mom was very upset having to put out more money after first *** purchase less than a year before of $2,955
  5) A recommendation for upgrading to a new *** shouldnt have never happened. 1st Class should have given and explained the option of renting a loaner. 
  6) An agreement was made while Mom & ***** were under a stressed & panic situation. They were at a disadvantage because neither of them did not know how to deal with the situation. 
  7) 1st Class charged moms credit card $2,295 instead &1,100, which is when I became involved in the whole situation. 1st Class told me nothing could be done about returning the money or discussing a resolution because it was beyond 30 days. Except, there were phone calls made during the 30 days requesting the invoice which still had not been received. Had the invoice been received, they would have seen in the incorrect charge of $2,295 and my sister would have contacted me at that time and action would have been taken. I didnt know about this problem until receipt of my moms credit card in July. I called asking several questions and at that time is when I requested the invoice be sent to my email that same date. The invoice showed the charge of $2,295. Had the invoice been received immediately after the sale the problem would have been addressed during the 30 days since they were told $1,100
  
  My mom, 88 years old, 1st Language French and easily confused was unable to know what she was doing. My sister ***** didnt really understand what to do. She is a nervous person and trusted that this was what they should do. They were misguidedtaken advantage of. I believe taking advantage of the elderly is not taken lightly. My mom is now in **** for $5,250. The only money should have paid was for the original *** and problem handle under 3 year warranty.  We still do not have the warranty paperwork so we know what is covered under the 3 year warranty.  

  Sincerely 

  *****************************;

  ************
  

  Customer response

  08/16/2023

  
  Per our conversation last night regarding an email I received directly from *********************** of 1st Class Medical to purchase a cheaper POC. 
  I believe BBB which I will reject through BBB.   Current POC should be considered a replacement for the original POC purchased in June 2022 which did NOT work the whole time. Defective.  We want a refund of $2,295 which they charged for replacement. 
  Thank you. See email below. 
  Sent from my iPhone
  
  Begin forwarded message:
  From: *********************** <**************************************************>
  Date: August 14, 2023 at 10:54:31 AM EDT
  To: ***********************
  Subject: $1,795 Portable Oxygen Concentrators Available
  Reply-To: **************************************************
   
   
  
  
  
  ******, 
   
  I have a few more portable oxygen concentrators available right now that are under $1,800!
   
  Would love to see you save. Give me a call when you see this.
   
  You can reach me at **************, or by clicking the button below:
   
  
  
  
   
  
  Talk Soon,
  ***********************
  Respiratory Specialist
  1st Class Medical
  **************
  www.1stClassMed.com
  
  
  
   
  
  
   
  
  
  
  1st Class Medical, *******************************************************************************************************, ************** 
  Unsubscribe Manage preferences 
  
  
  
  

  Customer response

  08/31/2023

  Funny. I received a call from  ****** 1st Class Medical - Oxygen.  ****** began the conversation with 
  That she got the okay to refund $**** the full amount of the replacement , but ****** told me mom would have to return the 2nd POC (what we consider the replacement). This would leave my mom without a POC. So she paid $2,295 in June 2022 which she paid for and now wouldnt have NO POC.  I did not accept 1st Class Medicals what they consider a resolution. she wants me to return POC that mom received in April 2023 for **** which now mom would have no POC and she would be out the **** that she paid in June 2020 to the original purchase one that was defective, ****** said that she would go back and listen to all the phone calls and talk with her supervisor *****, which is the person whos the supervisor who denied the first request to refund us money as you know mom and my sister never asked for a upgraded machine, a new upgraded machine they just wanted it called again new machine to replace the one that they had that was defective  They didnt ask to upgrade the person on the phone I believe force them into purchasing the upgraded POC in any 
  case now ****** calling instead of emailing we have no written communication, so no written proof 
  of our conversation I requested that ****** summarize our conversation and send it in email  so I am waiting for that response. She told me that she would get back to me this afternoon. 
  

  
  

  

  Business response

  08/31/2023

  Good Afternoon,  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products. and when problems do arise, how frustrating that can be. We assure you that we take you concerns very seriously and would like to help resolve this as soon as possible. After further review of your account we have gotten approval to honor your return.  Please contact our customer care team at ************ to initiate the return process.  

  Customer response

  09/05/2023

  I received another phone call on Thursday, 8/31/2023 @ 4:53 pm from ****** from 1st Class Medical.  ****** informed me that after speaking with management they agreed to pay $2,150.00.  We were asking for the full return of $2,295.00, but management said they would have to recoup $90.00 for shipping charge.  I told her we had already paid for the shipping when we returned the original POC.  ****** said she would charge us half or $45.00 Unfortunately for me, I don't recall what the $100.00 deduction is for. So, I don't know where they are coming up with that amount of money.  The conversation was all of 3 minutes.  Again, I did ask for our conversation to be sent by email.  I told her that verbal communication ends up being a, he said she said. I wanted proof in writing.  I never received a written email from the 12:48 pm 15-minute conversation.
  
  
  Thank you for helping me.
  

  
  

  Customer response

  09/05/2023

  I messed up my email below. 
  Sent from my iPhone
  
  Begin forwarded message:
  From: *********************************** <***********************>
  Date: August 31, 2023 at 2:28:26 PM EDT
  To: *************************** <*********************************************************>
  Subject: Re: BOGO Portable oxygen concentrator + Home oxygen concentrator
  Ive fixed my original email. Not smart using the voicemail option. 
  
  Hi Whitney 
  Funny. I received a call from  ****** 1st Class Medical - Oxygen.  ****** began the conversation with 
  That she got the okay to refund $2295 the FULL
  amount for the replacement , but ****** told me mom would have to return the 2nd POC (what we consider the replacement). This would leave my mom without a POC. 
  
  
  I did not accept 1st Class Medicals solution, which they consider a resolution. ****** told me to return the current replacement POC that mom received in April 2023 and would then be refunded  $2,295. 
  Which now mom would have the original defective POC and Mom would also be out of the $2,995 that mom paid in June 2022, the original POC that she purchased and that was defective, ****** said that she would go back and listen to all the phone calls and talk with her supervisor *****, which is the person who the supervisor who denied the first request to refund us the $2,295. My mom and my sister never asked for an upgraded machine, they asked for an a new POC to replace the defective POC purchased in 2022. The sales person highly recommended to purchase a new upgraded POC.  They just wanted a new POC to replace the defective one they purchased in June of 2022. 
  called again new machine to replace the one that they had that was defective  They didnt ask to upgrade an upgrade to a POC. 1st Class Medical - Oxygen clearly took advantage of them.  In any 
  case, now ****** from 1st Class Medical called instead of emailing. 
  we have no written communication, so no written proof
  of our conversation.  I requested that ****** summarize our conversation and send it via email.  So now I am waiting for Trishas email. She told me that she would get back to me this afternoon. 
  Sent from my iPhone
  

  
  

  

  Business response

  09/07/2023

  After further review of your account.  A refund was processed on 9/5/2023.  We are not asking for you to return the new upgraded machine.  Should you have any additional questions, please contact 1st Class Medical ************* at ************.  

  Customer response

  09/21/2023

   
  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.  BBB is a god send. They help us work through our issue.1st Class Medical did keep a shipping charge Why?  & A fee Why? Mom paid $2,295 & they reimbursed $2,150. I recommend to consumers, DO NOT ORDER your POC from 1st Class Medical. They do not return calls or emails during the 30 trial period. They respond after 30 days and then tell you "Sorry it's passed your 30 trial period" and they won't return your money. 
  
  Sincerely,
  
  *********************************, (daug ***********************************), (daug *****************************) ********

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st Class Medical representative ****** called me about portable Oxygen. She sold me a unit and told me that she called and checked with my doctor and insurance company to make sure it was covered; and she said it would be covered in full; and said that I needed to pay for it in full and that she would send me an invoice to send to my insurance company for reimbursement. She told me my doctor said this would be the best one for me and because I am on blood thinners that if I bumped myself that I could bleed to death if I didn't get this unit. ****** also stated that I needed to purchase the unit now before the cost went up. All this was a lie. I called my insurance company and they told me ****** never called them or filed a claim. She never even had my doctors name. I found out my insurance only rents the equipment and does not buy it. ****** used high pressure sales tactics on me an elderly senior citizen 78 years old. This is a form of elder abuse. She offered to have me send the unit back and refund me but I would have a 25% restocking fee. I shouldn't be out any money and I don't trust her to refund me anything. She already lied to me before and more than once. I checked with my insurance company and they only rent the equipment never purchase it . My insurance company would rent it in full at no cost to me. I want to return the unit for a FULL refund with no restocking fee so my insurance can rent one for me.

  

  Business response

  08/02/2023

  Thank you for contacting us about your concerns. We are truly sorry to hear about your negative experience with our company and the problems you have encountered with your oxygen concentrator. We do our best to ensure that all of our customers have the best quality products, and when problems do arise, how frustrating that can be. We assure you that we take your concerns very seriously and would like to help to resolve this as soon as possible.  After further review of your account, We have found that you were informed adequately of the process and how to submit to your insurance for reimbursement.  We also, see that though you are passed the return period, however have gotten approval to return with a restocking fee.  Should you elect to do this,  please do not hesitate to reach out to our Customer support line at **************. Once again, we apologize for the inconvenience and frustration you have experienced.
  

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