Inogen

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.com. However, the Inogen team has been in contact with you since you issued the complaint, and we believe that this matter has been resolved.  If you feel that this matter requires additional review, please contact us so that we may assist you. Thank you for contacting Inogen.

Dear [redacted]...

[redacted], 
I would like to confirm that your complaint has been resolved and that all questions have been answered.  Our records show that you spoke to our Customer Care group on 1/27/15 to receive a tracking number for the UPS pickup.  Information was provided on the warranty of the unit as well.  If you have any other questions please let us know.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID 10696167, and find that this resolution is satisfactory to me.
 Mr. C[redacted] has resolved my account and advised that it is paid in full.  Thank you very much for your assistance in this matter.
Regards,
J[redacted]

Complaint: 11025877
I am rejecting this response because:
 
I spoke with a lady name A[redacted] and she said they were sorry and was going to send me another battery for our machine as a “I’m sorry” gift. She called back about 10 min after we hung up and I tried to get her back because other than a “please call me back” message she didn’t say anything else. I called and left 3 messages with no success so I guess she’s just like the rest of the company.  I’m going to have to say NO this complaint is not closed as far as I’m concerned!
Thanks anyway for your help!!!!
Regards,
D[redacted]

My experience with Inogen has been extremely positive. The salesperson from Inogen coordinated my doctor's prescription, the Medicare paperwork, shipping the equipment and receipt by me a few days before Christmas 2014. I received my Inogen G3 system a day before New Year's Eve. It far superior to my old liquid oxygen heavy tanked system. Inogen provided me with telephone support and customer service, they sent me a 6-month supply of accessories and called me to make sure everything is in order. Inogen did, has done and is doing much more than my previous "tanked" oxygen supplier The old tank system can in no way compare. It is is truly wonderful to have continuously oxygen supplied via with such a lightweight portable unit. Inogen exceeded the company's promises to me and exceeded my expectations. I would not hesitate to recommend Inogen.

Ms. G[redacted],

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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.com. However, the Inogen team has been in contact with you since you issued the complaint. Your equipment was located and all available repair options were discussed, so we believe this situation has been resolved.  
 
Thank you for contacting Inogen

We apologize the Department of Labor was not able to reimburse you for your Inogen One purchase.  It is not Inogen's policy to guarantee any reimbursement by another party after product is purchased from us.  The Inogen One can be returned within 30 days, you can speak to Inogen's Customer...

Care Center in order to process the return.  They may be reached at: ###-###-####.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID 10855354, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

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.com. However, the Inogen team has been in contact with you since you issued the complaint and we believe this situation has been resolved.

Complaint: 10034023
I am rejecting this response because:
I was mislead then and that is a shame. I am appalled that a company can lie like this and get away with it? The receipt I have from Direct Medical  states in the return policy that the equipment is all new from the Manufacturer. Well Innogen is the Manufacturer therefore it should be a covered item.
Regards,
[redacted]

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.

We sincerely apologize for the experiences you described in
your complaint.  Since you purchased your Inogen One from a company other
than Inogen, that company is responsible for all service, support, warranty
obligations, and refunds.  When product is purchased by...

an oxygen therapy
user directly from Inogen and an error is experienced within the warranty
period, we have a policy to overnight a complete replacement unit.  Other
companies will have various other warranties that they offer as well as varying
levels of support and service.  Inogen has designated authorized resellers
that offer what Inogen believes to be acceptable service and support to
patients.  Authorized resellers will help oxygen therapy patients when
Inogen products need support or service.  The list of authorized resellers
can be found on our website at: http://www.inogen.com/resellers/.  The company Direct Home Medical is not an Authorized Reseller of Inogen.  Since you purchased from Direct Home Medical, that company should be contacted for all service, support, warranty obligations, or appropriate refunds.

The letter can be ignored.  The processing of the letter was initiated prior to writing off the balances.  All balances were indeed written off as previously stated.

Dear Mr. J[redacted], 
We have researched your complaint and we do not have a record of your email address ([redacted]@aol.com) in our system.  Additionally, we have confirmed...

that we have never sent an email to that address.  There are many companies that offer our products for resale.  One of these companies may be emailing you, but Inogen, Inc. is not sending you emails.  If you would like further assistance, please forward the email to [redacted]@inogen.net and we may be able to help determine who is sending you the email.

Inogen received a coverage
denial for Date of Service 8/6/13. Patient did not inform Inogen of change in insurance
coverage. Outstanding balance is from 8/6/13 and 9/6/13 which were billed out
prior to receiving the denial from his insurance for no...

coverage. At that
point, a pick-up was entered and patient was contacted informing him that he
changed insurance and has no coverage for the Inogen One. In accordance with
the financial responsibility form stating if their insurance does not cover
services rendered, the customer may be held liable up to the allowed amount.
After finding out about the change in insurance, Inogen did stop billing and
did not hold the patient responsible after that. The balances are for the two
months that denied for no coverage due to the customer not informing Inogen of
an insurance change.

I have been an Inogen one customer for quite a while. They have replaced my canister more than once, have replaced my portable tank and replaced one of my batteries. I am waiting on another portable tank replacement now. My only real complaint outside of the inconvenience is their inability to ship overnight express. It usually takes 4 or 5 days to get the replacement. That means no doctor appointments or anything else for that period of time. My life literally has to be put on hold.

The product is just fine, but the company is a nightmare. We returned our portable concentrator on a warranty issue and the company issued a call tag for the old machine. It was picked up by UPS and received by Inogen 2 days later.
However, we started receiving a bill for $1993 six weeks later for unreturned merchandize. When I called Inogen I was told that Yes, they had received the concentrator on their back dock. But, since they had no way to prove that we hadn't loaded the box ( which they had supplied) with rocks, we would not receive credit for the shipment until they went "found it" on their loading dock. I would have thought that in 6 weeks they might have "found" it before I called. The operators will not give their names and they seemed unaware that we had called before. So, every time we had to start over from square one. I have yet to file a complaint with the Revdex.com, but it might come to that.

I had to call Inogen's customer service line because my grandfather's portable oxygen machine would not charge. I prepared myself for the worst (as I usually do when connecting to customer service lines), however, this experience proved to be pleasant.
Firstly, I was connected with James. James was both personable and knowledgeable about the product and we were able to quickly reach the conclusion that the power-in socket was damaged. He then proceeded to give detailed instructions on how a replacement would be sent and even gave me his direct work line in case I had any further questions about shipping the old machine.
In conclusion, James provided excellent customer service, and because of that experience, I would highly recommend Inogen Oxygen for any medical equipment.
Blake M.

I would give them n o stars if I could I am a patient on insurance and have been with inogen for 5 years originally the service was excellent and the machines dependable now they break constantly I recieved a replacement for my g2 and friday the fan broke on saturdat I am once again trapped in my house for another 3-5 days this one was a replacement for one that broke after using it for about 3 weeks which relcaced one that I had for about 6 weeks or so and this has been going on for about a year...Each time I become a shutin because I have no source of oxygen to go out with I know the replacement units are refurbished units but now I am convinced they are recycled units I am looking for an attorney to address this matter for me and have gotten a list of other vendors from my insurance There is only one vendor that doent carry inogen and I will be going with them I am nervous about changing vendors and equipment but it cant possibly be worse than what I have had to suffer with inogen Wish me luck please

Customer service is less than one star. I ordered a G3 over a week ago. Inogen debited my account $3000. Although they advertise overnight delivery, this is clearly a bait and switch tactic. No one can even tell me when I will receive the product I just paid thousands of dollars for! Totally outrageous. I’ll be awill be reporting to Revdex.com next.