Complaintsfor1st Class Medical LLC

• 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.
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an oxygen device through ********************** on May 2, 2023. The device did not fit my oxygen needs and I asked to returnrefund for the device. After being told that they don't accept refunds, which is contrary to 1st Class Medical's return policy, I was finally told that they would accept a refund. However, they mentioned that I would need to pay all shipping costs and they would charge me a $100 processing fee. After the run-around, I shipped all items May 31 and 1st Class Medical received the items on May 2. Once I contacted 1st Class Medical again about my refund, they claimed that the shipment arrived with just the batteries and not the device. This sadly was an outright lie. I have a receipt from *** indicating that the shipment weighed 21lbs 13.4 oz. I also personally contacted *** who stated that there were no issues with shipping or reported damage to the box on their end. The way I packed the box would make it inconceivable that someone would just take the device and not the batteries to use the device also. They used this lie of the device being missing as a way to hold up my refund pending an investigation that I was never updated on or given proof of. Once I finally received a refund on July 11 - the refund was for $2406 and not $2495. I am assuming that they shifted the PayPal fees on to me. Despite previously charging me $100 processing fee. On top of that, I found out that it is illegal in ******** and Florida and through **** Debit to charge a processing fee via surcharge (w/ **** - retailers are required to register the surcharge with the payment network). So not only did 1st Class Medical commit false advertising by saying refunds were guaranteed in 30 days, they illegally charged me surcharge, and they also wrongfully charged me a surcharge fee and took PayPal fees out of my refund. I have proof. So please, I am ONLY requesting for the rest of my full refund for $189 (the rest of my refund and the illegal surcharge).

  

  Business response

  07/12/2023

  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.  After further review of your account, we do see that you were informed adequately of the non-refundable shipping charges and the return processing fee. Attached you will find your Invoice with Return Policy. 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

  07/12/2023

   
  Complaint: 20304965
  
  I am rejecting this response because:
  

  The return policy states, "full credit." I did not receive full credit because Once I finally received a refund on July 11 - the refund was for $2406 and not $2495.

  Also, again, the processing fee is illegal to charge in ******** and Florida and through **** Debit to charge a processing fee via surcharge (w/ **** - retailers are required to register the surcharge with the payment network). 

   

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

  

  Business response

  07/25/2023

  Good Afternoon, We do take your concerns very seriously, and upon additional review of your account, I have gotten approval to waive the processing fee.  Please allow **** business day to show on your account.  Should you have any questions, please do not hesitate to call 1st Class Medical ************* at **************.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salesperson for 1st Class Medical sold me a Oxygen machine on 4/18/23 what he said was a new machine(discounted if I returned my old machine).Machine was received several days later with no sales receipt,no warranty info, no instructions and no reurn label(called several times and told return label is in the mail-never was received)After having 2 machines replaced as defective the sales receipt was received in the mail on July 10.To my surprise the sales receipt showed that the machine and Battery was used.I was lied to by original salesperson and was never told by even the manager on a follow up phone call that the machine was used. I would like a refund OR a replacement with a new(NOT USED) machine

  

  Business response

  07/24/2023

  Thank you for contacting us regarding your concerns.  After further review of your account, we do see and that you have made contact with our ************* team and a NEW unit was sent out and received by you on 7/12/2023.  We apologize for the confusion and  should you have any additional questions, please do not hesitate to call ************.  Thank you! 1st Class Medical
  
  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 27, at 0:07 am I called 1st Medical **** at ************, to request information about their portable oxygen condensers. I spoke with ********* and explained that I needed a portable oxygen condenser to take with me in my camper to use with my C-pap machine. He recommended the Arya Airtivo **** I negotiated the deal and had a great price with a lifetime warranty included. I agreed to pay for it with my ************ debit card. The first time I took it with me camping and set it up, I realized it was not going to work with my C-pap! I was very disappointed. That particular machine was only designed to work alone with the cannula in the nose. It is regulated by a persons breathing. I contacted 1st Class Medical via text and explained my situation. ****** was the representative who responded to me. He said ********* was my salesperson but he was not in that day. ****** called me on Thursday July 6 2023 at 10:06 am and we spoke for 7 minutes. I again explained the situation and requested a full refund. ****** said that ********* was new and he probably didnt understand fully what my situation was. He said he would have him contact me. There was no follow up call. On Thursday July 6,2023 at 4:45 pm I called to find out why there was no response. The call went through and then was canceled. On Friday July 7, 2023 at 4:43 pm I called and once again explained my situation to another agent. I was put on hold and then hung up on. At 4:46 pm I received a call from ******. She explained that my salesperson was no longer available. We spoke for 4 minutes and she said she would transfer me to a customer service representative. I was on hold for about a minute and then the call was canceled. At 5:03 pm I attempted to call back. I was unable to speak with anyone or leave a message before I was disconnected again. At 5:04 pm I called back again. I made it through to the automated message system but was unable to speak with anyone before I was disconnected again.

  

  Business response

  07/11/2023

  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. We are aware of your request for returning your machine, and representative will be calling you to set that up.  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

  07/11/2023

   
  Complaint: 20294320
  
  I am rejecting this response because: I do not believe I should be required to pay for the return shipping on this product. I was not given correct information regarding this item which in turn caused me to purchase it. I have already paid the shipping fee to receive the wrong item. I want a full refund of my purchase price for the product and the lifetime warranty of this product and the shipping costs I have already incurred. I also want a prepaid return shipping label so I may return this product. 
  
  Sincerely,
  
  ***********************

  Customer response

  07/18/2023

  Im still waiting for a response from 1st Medical on my last rejection of their response. They said someone would be calling me to negotiate the return and refund of my oxygen condenser. I have still not heard from anyone. *****************;

  

  Business response

  07/24/2023

  Thank you for contacting regarding your concerns.  After further review of your account, we found you have made contact and initiated the return process on 7/18/2023.   Should you have any additional questions, please do not hesitate to call our customer care team.  Thank you! **********************

  Customer response

  08/02/2023

  The situation has been resolved to my satisfaction. Thank you for your help in this matter. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The respirator was purchased on June 14 and the senior sales person, *******************************, knew that it was going to be returned. She promised to send the return label with the product, and did not. then she repeatedly promise to send it or to have "them" email it to me. She would not disclose who was supposed to send it - i.e., who "them" are, despite my almost daily requests for the label. their website says you do not get a refund for unauthorized returns (without their label) and return must be made within 30 days of purchase for the refund. I need to send this back now - and as you can see in my emails, I have still not received the return label. I called the number she said to call in her 7/3 email, ************ (opt. 3), spoke with ******* and ***, who told me it was an answering service, even though it was during office hours. they took messages to have a supervisor call me back. I called again and asked for sales (opt. 1) and spoke with *****, who answered as if he was an employee, but told me the same thing, - it was an answering service and he took a message for a supervisor to call me back. Given their actions to date, I do not expect a call back. We are requesting the timely receipt of the return label so we can timely return the machine and get the promised $3,500 refund.

  

  Business response

  07/11/2023

  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. We are aware of your request for returning your machine, and representative will be calling you to set that up. 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

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *********** portable oxygen conentrator from this company in October 2022. The unit has been used approximately 20 hours per week since then. About 2 months ago the machine has displayed the message "Check vents". We checked the air inlets/outlets per the manual. We also cleaned the machine as instructed. Nothing worked. The manual says to call the distributor. I have placed numerous calls and have experienced the following: placed on hold over 15 minutes with no response, asked for service department got some guy who said he was not the rep who sold the machine. He asked me if I would like to upsell or exchange the machine for a new one. This really set my temperature. Multiple calls to no avail. on July 5, 2023 I left a message with answering service expressing my concerns. Received call back message stating apologies, employee issues, excuse after excuse. I spoke with company representative at 10:20AM today, July 7, 2023. An email was to be sent with instructions for a reset of machine. As of 11:15AM no email, no response. I called and got answering service again. We have purchased 2 machines from this company but you can be advised DO NOT DO BUSINESS WITH THIS COMPANY. ONLY SALES NO SERVICE. I NOTE SINCE JUNE 1, 2023 THERE ARE MULTIPLE ISSUES WITH THIS COMPANY.

  

  Business response

  07/11/2023

  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 do see that you were emailed bot sets of instruction on 7/7/2023 at 10:34 AM.  Possibly we have the wrong email, A representative will call you to confirm. 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

  07/14/2023

   
  Complaint: 20286991
  
  I am rejecting this response because:  Yes I did receive the email.  It was in the spam folder.  I do not accept the response, because a sorry does not even touch the frustration of dropped calls, a representative attempting to upsell after I explained the need for service, on hold after the company answered and sent me to the answering service several times.  I will be sure to inform everyone I know of this experience and you can be assured you will never receive a dime from me in the future.  You have shown me your true colors.  You think "I'm sorry" cuts through all this?  Cheap words from a company with no sevice standards.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a zen o lite June 2022, recently the machine started having problems so I contacted 1st class medical. I was told to do a hard reset and if that didn't work to call them back. I have been calling them back and kept being told that they will call me back but no one ever calls back. I need to start the process to have my concentrator repaired. I cannot be without my oxygen!!

  

  Business response

  06/19/2023

  Thank you for contacting us regarding your concerns.  We are truly sorry to hear of the problems you have encountered with your oxygen concentrator.  After further review of your account, we see that you have been in contact with our customer service team on 6/12/2023.  A repair has been set up for you and you did elect to have a loaner unit.  Should you have any other questions please do not hesitate to call our customer care team at ************.  Thank you!

  1st Class Medical

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an battery charger for a respironics simply go mini on June !st MY cfedit card has been charged ever time i try to contact them no onne cantll me if it being shipped i have no emails and no confirmation on any thing how they can operate in the medical field that way is beyond me i just want my charger I do know I will never be buying any thing through them. The charger cost me ****** so it is not as it is cheap. Some people cannot afford these kind of charges and not get a product

  

  Business response

  06/09/2023

  Thank you for contacting us about your concerns.  We are truly sorry for the inconveniences you have experienced.  Due to global supply chain issues, the merchandise was not available at this time.  After further review of your account, we do see that you were refunded today for the purchase.   Refund #***** - June 9, 2023, 2:23 pm.   Please allow **** business days for it to reflect on your account.  Should you have any additional questions, please do not hesitate to call our customer care team at ************.  Thank you!

  1st Class Medical

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a new Inogen G5 on April 10 within two hours I found a cheaper one so I tried to cancel my transaction with ******* who handled my product. He said it was too late to cancel it and that all I needed to do was send the product back unopened and he would refund my money, it is now May 1. They received my unit on April 18.

  

  Business response

  05/02/2023

  Thank you for contacting us regarding your concerns.  We are sorry for the delay with your refund.  After review of your account, I do see that your refund was processed and you should see the full amount back in to your account within **** business days. Again, our apologies for the delay.  Should you have any further questions, please do not hesitate to call **************. Thank you! 

  1st Class Medical

• Initial Complaint

  04/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company advertising a 30-day risk free trial. I have been attempting to return the item to them for over a week and a half, but they will not provide a return address on their invoices nor when I call. They send you to an answering service that no one calls back from. I am requesting a return address and a full refund for the unit as their 30-day risk free trial advertises.

  

  Business response

  04/20/2023

  Thank you for contacting us regarding your concerns.  After review of your account, I see that you have spoken to customer service and started the return process.  Should you have any other question please do not hesitate to call.  Thank you!

  1st Class Medical

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