Harrrison Community Hospital

Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the Revdex.com. However, the Inogen team has been in contact with the complainant and believe the situation has been
resolved. Please contact us again if you have a different understanding

Thank you for contacting Inogen and for bring your concern to our attention It appears that you have been in contact with Christopher Hettich, our VP of Patient Services and that your complaint has been resolved with adjustments made to your account

Due to the sensitive nature of information related to this complaint ( protected health information), we will omit the details of the resolution in this response through the Revdex.com However, the Inogen team has been in contact with the complainant and believe the situation has been resolved
Please contact us again if you have a different understanding

MsG***, Due to the sensitive nature of information related to your complaint (medical information), we will omit the details of the resolution in this response through the Revdex.comHowever, the Inogen team has been in contact with you since you issued the complaintYour equipment was
located and all available repair options were discussed, so we believe this situation has been resolved Thank you for contacting Inogen

Complaint: 12624571
I am rejecting this response because:I was contacted within a couple of hours of submitting the complaint  I did receive the RMA number I needed to return the item and have shipped it back.  It is currently en-route.  However, this complaint is not resolved until I have actually received the full refund.  I expect that to be done a week or so.  Things are progressing satisfactorily but all needed actions are not yet complete.
Regards,
G[redacted]

We are sorry that you were not satisfied with our initial response to your concern.  We are making an additional attempt to contact the complainant again with the intent to resolve the concern.

At Inogen we are very committed to helping our patients with their oxygen needs. We care deeply about our patients and strive to help improve their lifestyles through innovative oxygen technology.  Should a patient choose to acquire a portable oxygen concentrator through insurance or purchase...

outright, as a provider, Inogen is required to have the appropriate medical paperwork from their doctor to support the acquisition of these devices.  Unfortunately, for this case, without getting the appropriate paperwork from doctor office to ensure we meet the requirements of acquiring a prescribed medical device, we are not in the position to process an order until that happens. We have strived to keep you informed of our multiple attempts to get the paperwork and we will continue to do so in the future as we try to resolve this situation.  Through the conference call that took place today between you, Inogen, and your doctor, we were able to receive the paperwork that we require.

Complaint: 10740615
I am rejecting this response because:
PLEASE READ MY COMPLAINT. IN 12/29/14 I WAS QUOTED 3495 FOR THE WHOLE PACKAGE. I SED I WILL GET BACK TO SALESMAN END OF JAN/15, I THEN EXPLAINED THE WIFE WAS DIAGSOSED WITH LUNG CANCER, & THAT I NEEDED TIME , THE DOCTOR NEEDED TO COME UP WITH A TREARMENT PLAN & THAT I WILL HAVE  AN ANSWER THEN, I CALLED SALESMAN MID MAY/15 & SAID THAT I WAS ABLE TO GET FINANCES  TOGETHER. THE WIFES TREATMENT WOULD ALLOW US ROOM NOW TO MAKE THE INOGEN PURCHASE. THERN AT GTHAT TIME THE SALESMAN SAID THE COST WEILL BER $4595 FOR THE WHOLE PACKAGE. AT NO TIME IN PREVIOUS CONTACTS DID SALESMAN SAY THEPRICE WOULD GO UP. IF THAT WOULD HAVE BEEN EXPLAINED TO ME I WOULD SURE HAVE DID SOMETHING TYO BE ABLE TO SAQVE $1000 IN 2 1/2 MONTHE PERIOD. THAT WOULD HAVE BEEN A NO-BRAINER. AT THAT TIME THE HOME UNITY WASS GOING TO BE FREE. THIS ALSO THE WAY I SUBMITED THE ORIGINAL COMPLAINTY TO YOU FOLKS. IF ANY OTHER QUESTIONS FEEL FREE TO CALL ME ###-###-####. TYHANKS
Regards,
R[redacted]

Complaint: 11914928
I am rejecting this response because: I am accepting the product, but will not send the $99 requested by inogen...I have already paid $105-9, wil not send the $99!
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12566853, and find that this resolution is satisfactory to me.They did say they would send me a box to return the equipment only after my doctors off was able to get the no. for that billing department.  This time I waited 15 minutes but did finally get a human being who was very nice and resolved this issue but I still feel that their service phone  numbers are terrible and must be addressed by them ASAP.  A good product is only as good as the service provided with it. I started to think it was a scam to get me to pay for something I could not use rather than send it back.
Regards,
S[redacted]

Complaint: 12247240
I am rejecting this response because:
Regards,
C[redacted]
I have not been contacted by Inogen Company.  I called them to protest their billing methods.  The response was unpleasant.  This  company can use some good customer service and improved billing methods.  Carmen Hurd

Mr. B[redacted],
We would first like to express our condolences to you and your
family.
After further investigation, we have determined all items listed
as unreturned on the letter dated October 28, 2015 were indeed received by
Inogen.  An error identified in our system...

resulted in this letter being
generated. This error has since been corrected and the account now reflects
zero unreturned items. We sincerely apologize for the inconvenience this has
caused you and your family. As requested a letter of apology and document
showing this account is canceled has been mailed to your mother.
Once again we sincerely apologize for the inconvenience this has
caused you and your family.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12331553, and find that this resolution is satisfactory to me.
Regards,
D[redacted]

Complaint: 12209585
I am rejecting this response because: it is wrong to sell something that they will not take care of I told her I guess I made a huge mistake in purchasing the unit, they got your money and the hell with everything else you may need. I will let this story know to all medical  faculities I work with and any medical people word of mouth can do more damage then paper. I do thank you for all your time and you were the only ones able to get them to respond I appreicate that
Regards,
B[redacted]

Dear D[redacted], Thank you for contacting Inogen and for bring your concern to our attention.  It appears that your complaint has been resolved and that the return of the equipment has already taken place through conversations with our Customer Care Center.

Thank you for responding to our communication and letting us know that this matter required additional attention. Due to the nature of your complaint, we will omit some details regarding this resolution to protect your confidential health information. Inogen has been in contact with you regarding your ongoing concerns and we believe that this matter has been addressed and resolved. We have provided you with the tracking information for the replacement equipment provided and believe that we addressed your concerns during the phone conversation we had with you on 10/14/2016. If there is any additional information we can provide, please do not hesitate to reach out to our customer care department. Thank you for contacting Inogen.

Complaint: 12209585
I am rejecting this response because: the company will not support the direct purchase of oxygen equipement they called today and offered to help me order and pay for the equipement needed told them I made a big mistake
Regards,
B[redacted]

Due to the sensitive nature of information related to this complaint (protected health information), we will omit the details of the resolution in this response through the Revdex.com.  However, the Inogen team has been in contact with the complainant and believe the situation has been resolved....

 Please contact us again if you have a different understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12322292, and find that this resolution is satisfactory to me.
Thank you for you help.... the matter has been resolved.
Regards,
A[redacted] [redacted]

Complaint: 10943240
I am rejecting this response because:  It will take approximately another 30 days to see if this billing actually stops this time and the phone calls stop.  I have been told this exact same thing before and also have a letter from the company stating that an error in billing had been made and had been corrected. The letter also said that my balance was zero and records showed that all equipment had been returned.  That letter was dated Oct. 1, 2015.  The billing and phone calls continued.  I would like to keep this open for another 30 days to see if the problem has been resolved.
Regards,
R[redacted]