1st Class Medical LLC

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]

1st Class Medical is sorry to here how Mr. [redacted] feels, but we have done nothing wrong on our end. Mr. [redacted] bought a portable oxygen concentrator from 1st Class Medical and that is exactly what was delivered to Mr. [redacted]. The concentrator that Mr. [redacted] ordered was a used oxlife independence, which...

is a portable concentrator and is FAA approved for travel. [redacted] , if you go to the link provided you can clearly see it is a portable oxygen concentrator that is made for travel. That is the manufacturer's website. I have also attached a screenshot of that page as well. I have also attached the signed and acknowledged return and exchange that Mr. [redacted] also has a copy of. When Mr. [redacted] called to return the concentrator he was explained the return and exchange policy, it is clear that he does not agree with our return and exchange policy now, but please know that we do not ship out any concentrators with out the return and exchange policy being signed and acknowledged. 1st Class Medical followed policy and procedures and as we are sorry that Mr. [redacted] is unhappy we do not feel as if we have done him wrong. 1st Class Medical does not feel as if this complaint should show up on our Revdex.com report based on the fact that we have provided suffice evidence that this is not a valid complaint. Please feel free to contact us with any further questions or concerns.  Thank You.

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 concentrators. I would like to say that our "Buy Back Department" and our "Customer Service Department" are two separate departments. It 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.com. Again we are sorry that the customer does not agree with the offer and the customer has every right not to accept the offer. Considering that 1st Class Medical, Inc has over 40,000 customers and according to this upset customer we have 20 complaints, easily shows that we have plenty of satisfied customers. Unfortunately 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.

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.
Hopefully, I will receive my refurbished unit in two days.
Sincerely,
[redacted]

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 needs. At times he needs up to six liter of oxygen and that machine that we bought would on last 1.5 hours on that flow which basically means that he would have to sit with it plugged into a power outlet to keep it going. Simply go, well not for my husband, simply go nowhere. Also I never sent back that agreement at all that said yes on it. That just goes to show how really dishonest this company is. I 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 met. What a flip thing to say anyway, buyer's remorse, this is someones life they are talking about not a piece of furniture. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I think it is a scam!  As discussed with, I believe it was [redacted], in the Denver Revdex.com, we purchased a POC before the1st class Medical POC ever even reached their return destination.  We can provide proof of purchase from a company recommended by the manufacturer,who does not sell directly to the consumer.  In addition, we have the email from the manufacturer stateing that all rebuilt POC's have to be worked on intheir factory workshop; we gave them the serial number and the one we had had not been serviced by the manufacturer.  Secondly, they claim I wasupset; of course I was upset because the manufacturer clearly stated that we would first see a yellow caution light come onto the screen of the POC andthen a sound followed by a red light and shutting down.  We were in a restaurant dining when I saw my husband gasping for air, looked at the POC andrealized it had turned off.  Yes, they sent another battery and the machine ran until the end of the batter's charge and NO yellow light, ping sound or redlight.  It is certainly sad that they resold it to someone who may suffer the consequences!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did speak with [redacted] and we had a lenghty conversation. ME NOT my husband!!!!!! And as far as recording yes he did in fact say exactly what I said he said. It really upset me and at that time I said "thani you very much for nothing" and hung up. and ALSO....the exchange he is talking about is not due to arrive until.this Friday the 19th of December. So how can it be shipped back with out the lable. I mean... REALLY? I be;ieve they  They have a bait and switch. and as it is this unit is costing $400 more. And as far as the battery thing. yes my husvand did call on it and I was right there with him (which I have been on ALL conversations) and it was going to be extremely more to get the battery extender to go with this unit I have in my possesion. When we made the deal to get this other unit I have boxed up the other unit and it is ready to go when the lable gets here. Only then can I ship it back.   We were asked how many liters I was on and told [redacted] 2. Well if he had told me it would only last two and a half hours on just 1 liter I would never have purchased it in the first place. But It was hurry up and put in the money before it is gone. I really dont like the preasure sales that this comapny has. I knew the one time I ran out awfully fast on 2 so the next time I took it out I put it on 1 and it only lasted 2 1/2 hours. NOT even the 3 my husband had been told would be on a 2 setting. Maybe this is their business practice and that is fine..but I just think other people should know the practice that they do practice. I guess it really bothers me that they think I am making things up and that is not the fact there.  I dont really like the indication that I am "lying" and I believe I am at least owed an apology.
Sincerely,
[redacted]

In no way are we not honoring or have ever stated that we would not honor [redacted] warranty as stated on his sales receipt. I would like to reiterate that 1st Class Medical has an in house service center because of the turn around time by our manufacturers. In doing so we can provide the customer with the satisfaction of knowing that we are following the entire process of their warranty work to ensure that their concentrators are handled with care and are serviced in a timely manner. I would like for everyone to understand that the "72 Hour" turnaround time does not include any of the shipping time. We are glad to help [redacted] on the warranty repair of his unit and we will give [redacted] the choice to have our service center in Florida take care of it and we would be willing to put the highest priority on his repair to ensure a quick turn around time or if [redacted] would prefer to have his warranty repair done through Inogen we can do that as well, but we can not be held responsible for their service or turnaround time. I will make sure to give [redacted]s information to our customer service so they can reach out to him and he can let us know what he would like to have done. Please feel free to contact 1st Class Medical if you have any further questions or concerns. Thank You.

I have looked further into this complaint and have been in contact with the customer to come up with a solution. I spoke with the customer and to the customer's daughter today to explain the cause for the delays. The customer did a trade-in when they originally purchased and the policy and procedure when that happens is to test the trade-in unit, which is now owned by 1st Class Medical, Inc. When the unit was tested it was giving a low O2 error and when that happens it needs to go in for service. The trade-in concentrator 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 $495.00. Part of the delay was tracking where the concentrator was sent. We 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 trade-in case. To 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] G2. The customer will be refunded minus the $495.00 and shipping of the [redacted] G2. We are going to treat it as if they just sent in the [redacted] G2 for non warranty repair. I feel this is a fair resolution and the customers have agreed to what I have proposed. I do understand the customer's frustrations and I hope that they understand that nothing was done intentionally and that 1st Class Medical, Inc. is doing the best to make all parties happy. 1st Class Medical, Inc. is not perfect and we always have room for improvement and are always looking to improve on policies and procedures. If you have any further questions or concerns please feel free to contact me.

1st Class Medical, Inc. has done everything to help this customer and I appreciate the opportunity to explain what has transpired with this customer's concentrator. Customer purchased from us in September 2016. In October 2016 customer called us stating they were having issues with their...

concentrator. 1st Class Medical, Inc reached out to the manufacturer and had them replace the customer's concentrator. When the customer received the replacement concentrator they accidently sent it back to the manufacturer and kept their defective one. The manufacturer never contacted 1st Class Medical, Inc to let us know the customer sent back the replacement and not the defective. Meanwhile the customer thought they had another defective concentrator when in fact they had the same defective original concentrator. They called from time to time to our tech support which was always there to assist them. Come 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, Inc. Our 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 manufacturer. At this point the customer has received their replacement concentrator and the defective one has been sent back to the manufacturer. Just 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, Inc. is and always will be here for them now and in the future with their oxygen needs. We appreciate their business and look forward to having them as a valued 1st Class Medical,Inc customer. Thank You and Good Day.

Yes, but by a 10, I mean all is there in 10 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 $200 – 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” $200.00 and re-sell it for $1,995.00 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 much. Additionally, 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 10 minutes, then leave a message and don’t get a call back etc., etc.  Communication from this company is not good at all. My 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, $2000 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 20 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 20 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]

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]