Inogen

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
"Calibri",sans-serif"> 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

At your request, we have placed you on our do not contact list and you will not be contacted in the future

The Inogen One Concentrator is approved by the Medicare Pricing,
Data, Analysis and Coding (PDAC) as both a Portable Oxygen Concentrator (E1392)
and Stationary Oxygen Concentrator
(E1390)Ms. *** did return the large
floor unit which was the backup unit that Inogen providesInogen does not
charge for the backup unitInogen charges for the Inogen Concentrator only
which includes charges for the Eand EInogen will contact Ms. ***
and provide re-education to the charges

MrP***,
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Thank you for contacting usAfter
further review, we were able to determine what occurredWe only received of
packages retrieved from your home on September 28, Because we do show
the carrier retrieved the equipment from your home on September 28, 2015, you
are not responsible for the amount indicated as due on the letter dated
November 25,
We apologize for any inconvenience
this may have caused youAs requested, a letter was mailed to your home
indicating you are not responsible for the items listed as unreturnedPlease
do hesitate to contact us if we can be of any additional assistance

Complaint:
I am rejecting this response because: They SPECIFICALLY call out the Charges for the BaUnit and the Portable UnitsThey are SPECIFICALLY CHARGING me for the Floor Unit that was returnedWhen I called them they said "That doesn't matterYou will be charged for the Floor Unit whether you have it or not - it is our policy." I WILL NOT PAY for something I DO NOT HAVEI have contacted them on numerous occasions about this and I get a person (or persons) who know nothing and will NOT pass me on to a SupervisorThese people just keep repeating the same thing over and over - and THEY ARE WRONG! You cannot charge me (AND MEDICARE) for something I do not have!! When I question them further they put me on hold for minutes and then DISCONNECT me! They have NOT ever answered my question and they have NOT adjusted the bill accordingly! When I returned the Floor unit I TOLD THEM I was doing it to reduce my bill as I couldn't afford it - and they said OK!! So THAT was a lie??? I don't believe anything they say and I refuse to pay for something I do NOT HAVE
Very truly yours,
*** ***
***
*** ***

We apologize for the service that you received when attempting to contact us Most of our customers report high satisfaction ratings and favorable answer rates However, sometimes there are exceptions and it is our aim to
never stop making improvements to our service Thank you for bringing this issue to our attention
The
statement states that it is an advanced warranty replacement and if the product
is not returned, there will be a fee There is no balance due

Due to the sensitive nature of information related to your complaint (medical information including insurance carriers), 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 complaint and we believe the situation has been resolvedPlease contact us again if you have a different understanding

AR-SA;">Due to the sensitive nature of information related to
your complaint (medical information including insurance carriers), we will omit
the details of the resolution in this response through the Revdex.com
However, the Inogen team has been in contact with you since you issued
the complaint and we believe the situation has been resolved Please
contact us again if you have a different understanding

MrB*** ***,
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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, were indeed received by
Inogen. An error identified in our system resulted in this letter being
generatedThis error has since been corrected and the account now reflects
zero unreturned itemsWe sincerely apologize for the inconvenience this has
caused you and your familyAs 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

My year old mother has used an Inogen oxygen concentrator for three years and had it serviced a year ago, May Several weeks ago, a "service needed" light illuminated again on her unit She called Inogen customer service and was told to send the unit in for repair and that it would be next day aired back to her She is on oxygen 24/ She sent the unit in and then heard nothing for several days She called back and was told that she was "out of warranty" and Inogen would only repair the unit if she bought a $ONE YEAR warranty My mother panicked and immediately paid the $and was promised her unit would be sent to her within two days It took another TWO WEEKS When her unit finally arrived, there was no paperwork or warranty in the box, only a unit The unit returned had a DIFFERENT serial number than the one she sent It is much louder and we think an older version of the model she sent inAs her daughter, I called customer service and was treated very rudely and told that my mother didn't need any warranty info because the company has it documented on her account I asked what the warranty covered and was told that I could access that information online I asked to be transferred to a supervisor and was told that couldn't be done I have tried calling Inogen corporate headquarters and keep getting looped back into the customer service phone tree I feel like Inogen has created Fraud and takes advantage of the elderly My siblings and I are considering hiring legal counsel, not just because of my mother's experience but also to help protect the many other senior citizens who must be experiencing similar mistreatment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11301157, and find that this resolution is satisfactory to meAlthough I accept INOGEN's response, I in no way agree with their business practices. They simply stated
policy which I find arbitrary and capricious. Billing for equipment not in possession of the client is absurd! I strongly advise everyone to avoid doing business with this company
Regards,
M*** ***

At Inogen we are very committed to helping our patients with their oxygen needsWe 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 happensWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10416227, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear D*** ***,
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

“Due to the
sensitive nature of information related to your complaint (medical information
potentially including insurance
carriers), we will omit the details of the
resolution in this response through the Revdex.com Our resolution
team here at Inogen has been in contact with you and we believe the situation
has been resolved Please contact us should you need additional
assistance

Complaint:
I am rejecting this response because:
The demand letter is dated December 12, ten days AFTER this response. The demand letter is from *** and *** P.ALocated in Overland Park, KSHow can this company tell The Revdex.com they will write off the account, because they did not submit a bill to the co-insurance and then send me to a collections agency. Please help me on this. Do I contact the Collection agency directly and give them a copy of their reply or wait on you?
Regards,
*** ***
The demand letter is dated December 12, ten days AFTER this response. The demand letter is from Berman and Rabin P.ALocated in Overland Park, KSHow can this company tell The Revdex.com they will write off the account, because they did not submit a bill to the co-insurance and then send me to a collections agency. Please help me on this. Do I contact the Collection agency directly and give them a copy of their reply or wait on you?
The demand letter is dated December 12, ten days AFTER this response. The demand letter is from Berman and Rabin P.ALocated in Overland Park, KSHow can this company tell The Revdex.com they will write off the account, because they did not submit a bill to the co-insurance and then send me to a collections agency. Please help me on this. Do I contact the Collection agency directly and give them a copy of their reply or wait on you?

Dear DrB***s,
Thank you for contacting Inogen and for notifying us of your concern I apologize that you were not satisfied with the Inogen One and with your interactions with our support staff In the event of a product malfunction, our policy is to overnight a
replacement product to you I understand that due to the product issue you may have lost confidence in the product and decided to return the product instead of requesting an overnight replacement It is our policy to charge a $restocking fee when the product is returned within the day trial period

I think they tried to scam me? Called and told me my medicare covers cost at 100% Told me my equipment would arrive last week No equipment and they will not return my calls Does anyone know if medicare even covers this I also tried emailing back at the initial email address that I received from them Emails will not go through as it is an invalid email address

I used the internet to order my Inogen4 and received it Aug 1st, 2018. My contact, Brandon, told me how quiet and lightweight it would be. It is lightweight, but not quiet! I complained the very next day about the loud pa pow noise every time I took a breath. I was told that it would get better over time and that I would get use to it as it adjusted to my breathing. It is now Nov 5, 2018 and it is just as loud as ever. When quiet, it can be heard across a room. Luckily, I do not need it while sleeping as it would be impossible. Also, rather than adjusting to my breathing, it just pa pows when it wants to. I wish I had gone with the G3 and constant oxygen flow. It would be much quieter and I could breathe at my own pace. I am out $2,400 for a machine I do no want to use. After reading the other reviews shown here I do not think I would get any satisfaction by talking to another service rep as it is past the 30 day guarantee. Carol Keller phone: 928-814-7783

I want to thank Inogen personally for the prompt delivery of my machine and prompt return of a new machine immediately after machine quit working your service and oxygen machines are top notch . Needless to say you actually get to talk to a very knowledgeable individual and no go around thank you sooooo very much you have made my life easier and more enjoyable . Thank you again Patty Schultz