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1st Class Medical LLC

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Reviews 1st Class Medical LLC

1st Class Medical LLC Reviews (52)

I appreciate the opportunity to respond to this customer's complaintOn 07/23/the customer purchased an oxygen concentrator from 1st Class Medical, IncI checked our entire system to see if a problem or warranty case was ever set up for the customer's unit that they are claiming never workedThe history shows nothing until 07/20/when the customer called in to do a trade in for the unit they purchased in That trade in process was done for the customerWhen doing a trade in 1st Class Medical, inc always asks what the customer rates their unit they are trading in, according to the notes in the trade in case the customer rated the unit a out of If the customer's claims about the unit never working are true why would they have given a rating of out of for their unitOn 07/20/a trade in credit was given to the new purchase of $which left a balance of $for the new unit they where trading in forThe unit being traded in was purchased in and was no longer under warranty and as per the customers was a unit in perfect condition based on a out of rating they gaveBased on that information we honored the $trade in valueWe are now in when I assume the customer called in to inquire about purchasing back the unit that was purchased back in and as per their complaint they are not happy about what was offeredWithin the time frame of the purchase 1st Class Medical, Inc has changed it's trade in policy and now offer the buy back programWe make an offer based on numerous detailsFor example warranty, hours,condition, make and model of concentrator, so on and so onWe can not control how a customer feels about the buy back offer, but the customer has every right to refuse the offer or not agree with itAs far as the claims that neither concentrator worked that was purchased by the customer, I have searched our data base for any cases that may have been opened for repair or warranty work for both the units that the customer owned and nothing was ever started for either unitIf these concentrators never worked for the customer, it was not expressed to 1st Class Medical, Inc during the period of 07/23/to presentWe are truly sorry that the customer is not happy with the policy and procedures of our buy back program, but 1st Class Medical, Inc does not that feel as if we have wronged this customer in any way

1st Class Medical, Inc appreciates the opportunity to reply to this complaint1st Class Medical, Inc can understand the customers frustration, but has done nothing wrong and has fulfilled all the customers order based on the unit that was requested as well as the customers option and choice to use the financing programPrior to shipping any merchandise out all required paper work has to by signed and agreed upon, which was done and I have attached those forms to this complaintOnce all required documents are received and agreed upon we then ship out the customers order, which is exactly what 1st Class Medical, Inc didHC Processing/Enhance Financing is a separate company and is not 1st Class Medical, Inc It clearly states in the agreed document that all sales are final and that the merchandise can not be returned for a refundHowever an exchange could have been done but that is not what the customers wanted1st Class Medical, Inc did not keep the customer's merchandise, upon receiving the unauthorized return we turned around and shipped the merchandise back to the customersIt was then again returned back to usCustomers then called prior to Hurricane Irma requesting to have the merchandise shipped back to them, our shipping location is located in [redacted] and we were without power for days and as soon as regular business operation were back up and going we then shipped back the customers merchandise and it scheduled to be delivered 09/22/If you have any further questions or concerns please feel free to reach out to us

As Mr [redacted] has mentioned in his complaint, we have gone out of our way to send this customer a total of different units to try to accommodate his needsMr [redacted] went through our financing department, and was approved for an amount that we charge for just one unitWe did not charge Mr*** for all the shipping back and forth for each unit, and by the 4th unit Mr [redacted] wanted us to send him one of the first original unitsWe then offered to have one of the first units ship but that he would have to pay for the shipping to get the unit to him, but Mr [redacted] declined and felt that we should ship him ANOTHER unit at no costAt this point of the sale we are now losing money, since we went out of our way multiple times to ship a new unit to him, and have the unit he had in his possession picked up and shipped back to us.He then felt that we should give him a brand new unit, in which we said that is fine we would have to charge him $1,to upgrade to the newer unit, based off the amount he was approved forHe then felt this was not fair as well and decided to keep the unit he sentMr [redacted] complained about the noise level of each unit we sent, but each unit we received back was producing the same noise level as advertised.Mr [redacted] then went multiple months trying to get us to send him one of the original units, and then mentioned that he didn't believe the unit was working correctlyHe had purchased a used unit from us, and we mentioned that we could check out the unit for him and let him know what the repair costs would be since the unit was out of warrantyMr [redacted] then decided that he did not want to send the unit back for repair, because he felt that we should repair it for free.You can see the attached return and exchange that is signed by Mr***, and you can see that the return and exchange shows that the customer is responsible for all repair costs if the unit is out of warranty.As mentioned before, by Mr***, we went out of our way to send him multiple units to attempt to satisfy his needsThis complaint should not show as "resolved" due to us attempting to go above and beyond to help Mr [redacted] get what he wanted, before going to the Revdex.com to complainWe did not charge ANY additional amount to Mr***, which goes around our usual policies, in order to try our best to resolve his issue, which unfortunately was not able to resolved in a reasonable way

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

I have looked further into this complaint and have been in contact with the customer to come up with a solutionI spoke with the customer and to the customer's daughter today to explain the cause for the delaysThe customer did a trawhen they originally purchased and the policy and procedure when that happens is to test the traunit, which is now owned by 1st Class Medical, IncWhen the unit was tested it was giving a low Oerror and when that happens it needs to go in for serviceThe traconcentrator was no longer under warranty therefore when it went in to [redacted] to be repaired the only option was to have it refurbished under a flat rate fee of $Part of the delay was tracking where the concentrator was sentWe have our own service center we also use other service centers and we also send the units directly to [redacted] Unfortunately there was a mistake on our end and the facility was not noted in the tracaseTo rectify the entire situation 1st Class Medical, Inc has agreed to have the customers return the original order of the SeQual Eclipse as if the order had not happened and return the customers now refurbished [redacted] GThe customer will be refunded minus the $and shipping of the [redacted] GWe are going to treat it as if they just sent in the [redacted] Gfor non warranty repairI feel this is a fair resolution and the customers have agreed to what I have proposedI do understand the customer's frustrations and I hope that they understand that nothing was done intentionally and that 1st Class Medical, Incis doing the best to make all parties happy1st Class Medical, Incis not perfect and we always have room for improvement and are always looking to improve on policies and proceduresIf you have any further questions or concerns please feel free to contact me

Complaint: [redacted] I am rejecting this response because: The oxygen unit that was sold to us was not enough to take care of my husband's oxygen needsAt times he needs up to six liter of oxygen and that machine that we bought would on last hours on that flow which basically means that he would have to sit with it plugged into a power outlet to keep it goingSimply go, well not for my husband, simply go nowhereAlso I never sent back that agreement at all that said yes on itThat just goes to show how really dishonest this company isI want this complaint left on the Revdex.com so that everybody will see how this company treats people who are desperate to see that their love one's needs are metWhat a flip thing to say anyway, buyer's remorse, this is someones life they are talking about not a piece of furniture Sincerely, [redacted]

In response to the customers rebuttal....We are sorry for the customers frustration and that they do not agree with our polices and procedures I can only reiterate that I have searched our data base and still can not find that any cases of complaints or warranty/repair cases were every started between the time frame of the customer owning these concentratorsI would like to say that our "Buy Back Department" and our "Customer Service Department" are two separate departmentsIt is very clear that what has this customer upset is the buy back offer of $200.00, because it has not been until now that the customer has decided to reach out to the Revdex.comAgain we are sorry that the customer does not agree with the offer and the customer has every right not to accept the offerConsidering that 1st Class Medical, Inc has over 40,customers and according to this upset customer we have complaints, easily shows that we have plenty of satisfied customersUnfortunately we can not make everyone happy, but I would say with numbers like that we clearly run upfront business practices and in no way fabricate, cheat or mislead consumers

First and foremost 1st Class Medical,Inc understands the customers frustration and is sorry that they feel this way1st Class Medical, Inc has honored all terms and conditions to the customerWhen the customer called in we addressed the issue promptly and efficiently1st Class Medical, Inc shipped out replacement batteries to see if that was the issueFrom the notes in our CRM it states that the customer was upset and decided to return all the merchandiseIn doing so when all the merchandise came back to our facility everything was checked in and testedAll of the components worked and has since been resold and no issues have been reportedWe are in know way implying that the customer is lying, these concentrators all vary as to battery time depending on what settings they are used on and the pattern of the customers breathingThe customer may be frustrated with our return policy but I would like to point out that we do not ship out any merchandise with out the signed and acknowledged return and exchange policyI have attached this document and it clearly states if returned there will be a 25% restocking fee as well as shipping and handling

Complaint: [redacted] I am rejecting this response because: I have been waiting for several weeks for the company to return my trade in and to pick up their Sequel I have been told they will send my trade with a pick up order for the Sequel Several weeks have passed as well as several phone calls Florida warehouse has not shipped at this time This appears to be another delay Sincerely, [redacted]

Revdex.com: OXYGEN [redacted] *** [redacted] *** [redacted] RECIEVED 0N 1/30/4: PM THANK YOU ,***

Upon going into our data base and listening to the original call which was on 02/08/2016, we did confirm that the customer was quoted a used package that was to have an external cell battery and chargerTherefore today we are shipping out that item to the customerI wanted to attach the original sales receipt that the customer received so you can see that it is not a phony receipt, we use QuickBooks and this is the receipt that is generated and emailed to all of our customersI do not believe that it is mandatory to have a packaging slip in the box with the unit, therefore we do not put those in our deliverieswe will be shipping out the customers missing battery today and the customer will receive an email with a receipt for the battery which will also have the UPS tracking number included

I would like to say again that 1st Class Medical, Incis sorry that the customer feels they were lied toI understand that the customer may have not looked over their sales receipt that was provided before receiving their merchandise, but I would like to point out that the Used Return And Exchange Policy was sent over to the customer prior to finalizing the saleI am once again attaching the signed used return and exchange policy1st Class would like to help the customer by covering any shipping costs associated to the non warranty repairs, the customer would still be responsible for any of the repair costsIf the customer does not want to have the concentrator repaired we can also provide them with information on our traprogram1st Class Medical, Inc is here for any assistance to try and help the customer with their oxygen needs

Complaint: [redacted] I am rejecting this response because: They never told me they had no inventory. They told me I would get notified when it shipped. I had to call 3 days later to find out they had no inventory. NO APOLOGY given and no offer to refund. Then I called 2 days later to get the same LIE, no inventory but the manufacturer was shipping overnight so it would be in the next day and shipped. SAME LIE AS THE FIRST CALL. Funny, their competitor had no problem getting this piece of medical equipment from the same manufacturer. They are lying crooks. I do not accept their story as it is a big lie! This is medical equipment that required a prescription, it should have been communicated every day as to a status and solution. Instead, nothing until I called and then got lied to! No excuse for how they run that business, lies, laughs and cash! I couldn't run my business like that, I always communicated and gave my customer options and I wasn't supplying medical equipment. Sincerely, [redacted]

Yes, but by a 10, I mean all is there in condition, other than it doesn’t work, plugged in or on battery, and it seems to me the Buy Back Manager, should be able to help me with the problem It is called “Customer Service,” not sell a new unit for full price and be offered $– if that – for a unit used once I only used each unit once, that it worked, because I take it on a trip then it sits in my closet until the next trip, and “surprise, it doesn’t work,” and I don’t have oxygen, which is very dangerous for me, as I have COPD, and heart issues I am thinking it is a battery issue, not a full unit set issue, and they would rather give me “maybe” $and re-sell it for $1,a new unit to me, rather than help me correct the problem The company’s Buy Back Manager does not seem to want to be helpful in solving the problem, without great additional expense to me The actual hours of use on (each) unit are very minimal, and again, yes, everything is in excellent condition – other than the fact that it does not provide me with the oxygen I require while traveling Remember, I only use this unit while traveling, which at this point in my life is no longer all that muchAdditionally, each time I have tried to solve this issue with anyone in the company, their only solution is to sell me a new unit, or charge me a ridiculous amount of money for a new battery – without even knowing if the battery is really the problem The calls we make are also difficult because we are put on hold for minutes, then leave a message and don’t get a call back etc., etc Communication from this company is not good at allMy point is this: When I spend $2000+ on an oxygen unit, which is required due to health concerns, I would expect that I will get more than one use out of said unit But this has never occurred And each time I call to take the issue up with anyone in the organization, the unit or the battery has just so happened to have fallen out of warranty, once even by a few days No solution is ever offered to me, except to dole out an additional $1500, $1700, $for a “new” unit, only to have that unit work but once before failure Finally, I personally find the number of Revdex.com complaints, (plus the complaints on other forums), with regard to this and similar situations to be a standalone statement How is it possible that nearly people are all fabricating stories of being cheated out of money based on the promise of good or perfect working condition oxygen equipment? Equipment which is typically needed for elderly people to survive from one day to the next Equipment which does not come cheaply – especially to those of us who are surviving on a fixed income Equipment which fails almost immediately after purchase Nearly complaints of this nature cannot be a misunderstanding or a mistake, and I find this type of business practice reprehensible.God bless us all[redacted]

I believe based on my initial response and all the information that I provided that Mr [redacted] was aware of the 25% restocking fee due to the fact that he did sign and acknowledge the Used Return and Exchange Policy, which I have attached againI am sorry that Mr [redacted] feels the way that he does but upon listening to the conversations he had with 1st Class Medical never once was treated as if he was dumb, he was explained the return policy and procedure and we also tried to explain that the unit did weigh exactly what was told to him and that he was weighing the entire box with all the accessories1st Class Medical has followed all policies and procedures and still feels that we have done nothing wrongUpon receiving the returned merchandise a credit was done minus the restocking fee and any shipping chargesThat refund was made on 05/06/for $1184.25, I can provide a receipt for that transaction if needed

1st Class Medical, Inchas done everything to help this customer and I appreciate the opportunity to explain what has transpired with this customer's concentratorCustomer purchased from us in September In October customer called us stating they were having issues with their concentrator1st Class Medical, Inc reached out to the manufacturer and had them replace the customer's concentratorWhen the customer received the replacement concentrator they accidently sent it back to the manufacturer and kept their defective oneThe manufacturer never contacted 1st Class Medical, Inc to let us know the customer sent back the replacement and not the defectiveMeanwhile the customer thought they had another defective concentrator when in fact they had the same defective original concentratorThey called from time to time to our tech support which was always there to assist themCome January they were frustrated with the concentrator and rightfully so since it was the original defective unit, but I would like to point out that was no fault of 1st Class Medical, IncOur customer service representative did her due diligence to try and sort this mess out and in doing so figured out what had happened and was always in contact with the customer and the manufacturerAt this point the customer has received their replacement concentrator and the defective one has been sent back to the manufacturerJust this morning the customer sent a very nice email to me praising our customer service representative so with that being said I do hope that the customer now has the peace of mind that 1st Class Medical, Incis and always will be here for them now and in the future with their oxygen needsWe appreciate their business and look forward to having them as a valued 1st Class Medical,Inc customerThank You and Good Day

I appreciate the opportunity to respond back to you in regards to Mr *** complaintFirst I would like to explain how order processing works at 1st Class Medical,IncWhen an order is placed and we have all required documents we then charge the customers credit because all orders are first come
first serve basisAt the time the customer order there could have potentially been stock in what was ordered, but there could also be other orders prior to this orderAs I do understand Mr*** frustration, it does not give him any reason to be down right rude and offensive to all the people that he spoke to over the phone on 02/22/We record all calls and I have attached the call from Mr*** which you can clearly see is rude and offensiveHe claims that Max was not apologetic and you can hear that Max clearly states that he is sorryWe offered Mr*** a refund several times and the refund was done on that day and I have attached a copy of the return receiptUnfortunately we were told over and over by the manufacturer of the oxygen concentrator, that Mr*** ordered , that they had been shipped out and we forwarded that message to all customers inquiring on their order statusI do agree that we are in the wrong not contacting the customer and letting him know of the situation and I will work on improving our policy in regards to back ordered itemsWe did not ever lie to the Mr*** but we could clearly not begin to change his mindWe gave him the information that was given to us by our manufacturerUpon hearing the call you will see that Max did not laugh at Mr*** situation, but that he found that Mr*** rude and offensive conversation was humorousI am not saying that Max was in the right but clearly either was Mr***I apologize for Mr*** experience with 1st Class Medical, Inc we try our very best to make everyone a satisfied customer but in some cases that does not happen and we then look at procedures to help better 1st Class Medical, Inc

First and foremost I would like to address the customer's questions as to the explanation of chargesPurchase price for the Used Concentrator was $1599.00, the 25% restocking fee is $399.75, the shipping to the customer is $and the shipping back for the return of the concentrator is $
Therefore the customer was credited back $and I have attached a copy of that returnI understand that the customer feels this is ridiculous but I would first like to say it is a standard return policy for our industry and I would like to add that we do not ship out concentrators until the customer has signed and acknowledged the return policyThe customer did agree to and complete and I am attaching that document as wellThe customer is claiming that the respiratory specialist that they spoke to was a high pressure salesman, so I listened to the multiple callsThe customer called in to ask questions in regards to purchasing the concentrator and I could not disagree moreWhen the customer called in the respiratory specialist answered all the questions that the customer had and with the utmost professionalismIf the customer felt pressured to purchase on the first call to 1st Class Medical, why would they continue to call back and ask questions about the concentrator? If the customer was told that there was only one of these concentrators available that would be a true and accurate statementThe customer purchased a used Respironics Simply Go and those do only come into our inventory once in awhileI actually took a moment today to go look at our used inventory and we have no used Simply Go's to sell at this time I have looked into the the required medical documents that was sent over to us by the physician that was provided by the customer and based on what I see in regards to the customer's oxygen needs the concentrator that was purchased would absolutely work for the customer's oxygen needsHow would the customer know if the concentrator would work for their oxygen needs if they never even took the concentrator out of the box to use? If the customer felt that it was not the concentrator for them that is a different story and that is why we provide a day return policy for used concentrators with a 25% restocking fee to be appliedI truly am sorry about how the customer feels about 1st Class Medical but we have done nothing but follow the policy in which the customer agreed toI feel this is a case of buyer's remorse and do not feel this should be considered an actual valid complaint and it should not be treated as soIf you have any further questions or concerns please fell free to contact me

I would like to state for a fact that the customer is and was aware of 1st Class Medical, Inc's return and exchange policyOn their first complaint to the Revdex.com they clearly state that they found the copy of their return exchange in their emailThe only way it gets to their email is upon agreeing to the return and exchange policyIt comes to their email once it is agreed to, and it come just as I have attached it to the previous response and I will do so again1st Class Medical,Inc does not ship out any concentrators without receiving the electronic signature on the return and exchange policyI understand completely that the customer is upset and does not agree with 1st Class Medical, Inc's return policy but in no way has 1st Class Medical, Inc done anything wrongAs I stated we do not ship out units until the customer has agreed to the our return and exchange policy and that was clearly done1st Class Medical, Incdid everything as stated, we received all required documents and shipped out in a timely and efficient manner Please feel free to contact me with any further questions or concerns

I can only answer to this complaint based on information that I have in my systemI can see that the customer called in to report that their battery was defective and 1st Class Medical, Incsent out a new replacement battery to the customer that day at no charge and sent it 2nd Day Air1st Class
Medical,Inc handled the customer's complaint on the battery quickly and efficiently The customer received the replacement battery on 09/16/I have no cases set up that the customer called back and stated that the replacement battery was not workingI also do not see a return case started for the customer as wellBased on this information I can only assume the customer is in possession of their concentrator and everything is working fineIf you have any further questions or concerns please fell free to contact me

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Address: 14 Inverness Dr E Ste B120, Englewood, Colorado, United States, 80112-5617

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