Inogen

Review: When I first signed up for this service I was told that Inogen could bill both my private insurance (United Health Care) and Medicare as a secondary. After 1 yr of dealing with Inogen, they told me that they were not set up to bill Medicare as a secondary. I was told that the balance was written off. August 13th, 2014 I cancelled the service and notified both my primary and secondary insurance I cancelled. It took 1 month and about 25+ phone calls to get Inogen to send me boxes and another 2 weeks to get them to send return labels. Last week I started getting collection calls from Inogen. The number they left on my VM to call them back was there sales office. I have called them numerous times to ask what they are billing me for and to see why they are continuing to bill after the service was cancelled and the equipment was returned. I cannot get any one to call me nor can I get anyone in the billing department to return my calls. They are trying to use scare tactics to get me to send them money when I do not even know what they are billing me for.As an FYI - I have never once received any bills, statements or invoices in almost 2 years. I need them to 1)stop billing me for services that are cancelled and 2) stop the harassing phone calls. I will pay them IF I do indeed own any money for services before August of 2014, but will not pay for anything after that date.Desired Settlement: 1)stop billing me for services that are cancelled and 2) stop the harassing phone calls. I will pay them IF I do indeed own any money for services before August of 2014, but will not pay for anything after that date.

Business

Response:

We have conducted a thorough review of the account

and will will write off all monthly co-insurance currently owed

and the customer will not have any responsibility for co-insurance payment

amounts. The initial request for pick-up of the equipment was documented

on August 13, 2014. At that time, the customer was informed that we would need

a formal notice from the physician discontinuing use of the prescribed items.

The discontinuance notice was not received and the pick-up process was delayed

as a result of this. All equipment has now been picked up and billing

has stopped as of August 13, 2014.

Consumer

Response:

Review: 10275101

I am rejecting this response because:The demand letter is dated December 12, ten days AFTER this response. The demand letter is from [redacted] and [redacted] P.A.. Located in Overland Park, KS. How 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,

[redacted] The demand letter is dated December 12, ten days AFTER this response. The demand letter is from Berman and Rabin P.A.. Located in Overland Park, KS. How 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?

Review: This company is flooding my e-mail with unwanted advertising. Many times (10-15) per day I receive e-mails that are unsolicited from Inogen. Each time I respond to the "unsubscribe" link yet they continue to come.Desired Settlement: REMOVE MY E-MAIL ADDRESS FROM THEIR FILES PERMANENTLY.

Business

Response:

Dear Mr. J[redacted],

I personally can not believe that there could be negative feedback on the Inogen Co. This company has been fantastic with my dealings with them!

Review: We were told nearly 2 months ago that my dad was approved for a portable oxygen concentrator, which approval we had been awaiting for about 2 months. We still have not received it despite my NUMEROUS telephone calls and voice mails to customer service, the sales rep I was assigned, and the sales rep's supervisor. Today alone I called the sales rep twice, his supervisor and customer service with a request to speak to the supervisor's manager. I was told he couldn't be reached but a message was left for him. My sales rep and his supervisor couldn't be reached either. This is typical of what's been happening the last several weeks.No one seems to be accountable at this company. Or even care. People's lives are at stake. My father is on 24/7 oxygen so his life literally depends on this product. The constant run around, passing the buck, unanswered phone calls and messages is unacceptable.Desired Settlement: We want delivery of what was promised to us: a portable oxygen concentrator.

Business

Response:

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.

Review: A return package was suppose to be pick up worth 325, it sat on the porch for 3 days.In calling our rep. Then transferred to the return dept., while waiting on the phone for a lenghly time, we were disconnected 3 times.Desired Settlement: Refund for a battery replacement. (325.00)

Business

Response:

Thank you for contacting us and bringing this issue to our attention. After researching the scenario, it appears that the item was picked up by UPS and returned to Inogen successfully. If I understand your note correctly I believe you thought the package had been stolen, but UPS did pick it up. I apologize that it did take a few days for them to pick up the item. Regarding the phone issues that you mentioned, it is noted in our file that we have had multiple dropped calls from your phone across different departments that you have interacted with at Inogen. Please know that the phone calls were not intentionally dropped. Since we have had a number of dropped calls from your phone, if possible, please try calling in from a different phone line if you are able the next time you call in to Inogen to see if that resolves the issue.

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.

Review: I had them pick up the larger floor unit a year ago August. I am keeping the 2 travel units as I need them. They are still charging mer for the rental of the floor unit even though I don't have it. I have spoken to them on sevveral ocassions and they will not adjust my monthly rate. I returned the larger unit so that I could afford to keep the 2 smaller ones - and THEN they tell me I have to pay for it anyway! So I am being billed for something I do not have and they keep billing me for it no matter what I say! This is not right. I want them to adjust my billing to reflect ONLY the 2 smaller units that I am in possession of! Can you intervene and help me with this as I cannot get them to do anything about it. Thank you.Desired Settlement: I want them to CREDIT all the months I have been billed for something I do NOT HAVE. I want what I HAVE paid to be applied to the units I do have.

Business

Response:

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. [redacted] did return the large

floor unit which was the backup unit that Inogen provides. Inogen does not

charge for the backup unit. Inogen charges for the Inogen Concentrator only

which includes charges for the E1392 and E1390. Inogen will contact Ms. [redacted]

and provide re-education to the charges.

Consumer

Response:

Review: 10252173

I am rejecting this response because: They SPECIFICALLY call out the Charges for the Back-up Unit and the 2 Portable Units. They are SPECIFICALLY CHARGING me for the Floor Unit that was returned. When I called them they said "That doesn't matter. You 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 HAVE. I 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 Supervisor. These 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 40 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,

Review: On Oct 16 my Mom (who was a customer), passed away. I have called Customer Service 3 times to have the equipment removed. I have been told it takes 5-7 business days to ship 2 empty boxes. They keep telling me that the boxes will be delivered on a certain date. When that date arrives I call back and they say the date has changed. I have called the Customer Care Manager a couple of times and have gotten no response. IU have tried the sales rep who handled the account but got no success. When you lose someone, you need to be treated with more respect than how this Company gives you.Desired Settlement: I just want the equipment pick up when scheduled.

Business

Response:

Let us first start out by saying that we are sorry for your

loss. We would like to also apologize for the delay in you receiving the

shipment of boxes. The order for the boxes was processed on 10/27/2015 and

packaged to ship out on 10/28/15. Boxes are shipped ground via UPS, which can

generally take 5 – 7 business days. Our records show the boxes are scheduled to

deliver on 11/5/2015 by end of day. A member of our team will reach out to you

on 11/5/2015 to schedule the pickup.

Once again we apologize for the delay and any inconvenience

this has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10929618, and find that this resolution is satisfactory to me.

HOWEVER, the shipment was suppose to be delivered on Oct 30th not Nov 5th.

Regards,

G[redacted]

Mom my has used this equipment for about 5 yrs and it has never been serviced. She needs oxygen 24hrs. Last weekend her big concentrator quit working called for help got not response. This past weekend the portable quit leaving her without any air. Called again was told someone would call me back and never did. Now she is currently in the hospital. Wouldn't recommend this company at all!

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.

Review: Notified Inogen we were thru with equipment. Were advised they don't pick it up. Mailing boxes sent to us with instructions on how to pack their equipment. Packed and taped boxes and called UPS to pick it up. UPS provided and attached mailing labels, removed equipment from our premises, provided us with receipts showing pick up of medical devices on 9/28/15. On 10/8/15 received invoice statement saying we had their equipment and owed $2,476.00.Have since received more invoices and phone calls asking for payment. Oct 10,called and left message with all pertinent info. Followed with letter. November 3 talked to Simone in customer care and was advised when box was received, billing will stop.Tracking info from UPS shows box was left at dock on Sept. 30 and signed for by Rafeal. The invoices state that total balance is due now and Inogen reserves the right to pursue debt through collections as needed.Desired Settlement: Send written notice that we are not responsible for their equipment.

Business

Response:

Mr. P[redacted],

Thank you for contacting us. After

further review, we were able to determine what occurred. We only received 1 of

2 packages retrieved from your home on September 28, 2015. 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, 2015.

We apologize for any inconvenience

this may have caused you. As requested, a letter was mailed to your home

indicating you are not responsible for the items listed as unreturned. Please

do hesitate to contact us if we can be of any additional assistance.

Review: This company has been billing me periodically for over a year for equipment that was returned in Sept. of 2014. They admit that their records show that the equipment was returned and that I owe nothing but they continue to bill and leave voice mail telling me that I have equipment that needs to be returned or paid for. On my last endeavor to get this stopped, I was told that it was corrected and I would not receive any more notices. I have been told this every time I call. The bills and phone calls keep coming. Inogen runs a pretty slipshod business and this is just par for the course with them. They sent dirty used equipment from a deceased patient to me without cleaning it up. The patient's private information was all over the cart they supplied. I have pictures of it. Violates HIPAA laws and business laws. I returned everything to them and I feel like I have been harassed ever since.Desired Settlement: Stop billing me and stop calling me. Clean up their business practices.

Business

Response:

Ms. B[redacted],

We would first like to apologize for any inconvenience. After

further investigation, we have determined all accessories listed as unreturned

on the letter dated October 30, 2015 were indeed received by Inogen. We

sincerely apologize for the inconvenience this has caused. Please note in

addition to our phone call, a letter of apology and document showing this

account as canceled was also mailed to you on today November 11, 2015.

Consumer

Response:

Review: 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]

Review: we called inogen about a machine. we had iliana to make sure the dept. of labor would pay for it. she assured us that they would pay for it. we gave her our credit card number. she said we would be reembersed within 30 days. the merchandise was sent to us. a couple days later, we received a letter from dept. of labor that they would not pay for it. she lied to us.now we are out 5000 dollars.Desired Settlement: we don't plan on paying any postage

Business

Response:

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: ###-###-####.

Review: Following my Father's unexpected death on August 3, 2015, my 84 year old Mother contacted Inogen to return the oxygen system equipment they had provided. Inogen arranged for UPS to collect and return the equipment. It was picked up by UPS and according to their records delivered back the shipper on 09/10/15 to their DOCK at 11:34AM. Despite the subsequent receipt by my mother of documents from Inogen stating the account is closed she continues to receive invoices with semi-threatening content ("account will be handed over to a collection agency"). All attempts to contact Inogen through their service/support telephone system results in transfer to a "Shoretel" number that prompts user to leave a message. This harassment is unwarranted and is taking a terrible emotional toll on an 84 year old woman who just lost her husband of 64 years! Please help us put an end to this horrible customer-disservice.Desired Settlement: A letter of apology and additional document from Inogen stating the account is closed and no further action will occur; delivered to my Mother. Nancy Veitel, 6115 Janice Way, Arvada, CO 80004 - reference equipment and account for Rudolph Veitel (deceased).

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10931351, and find that this resolution is satisfactory to me. My mother did indeed receive the response from Inogen that was requested. The response stated a system error was identified and corrected, but did not state whether it was specific to my families' account or accounts in general. If accounts in general it raises the question; How many individuals have been subjected to unwarranted letters similar to that received by my Mom and why was it necessary for us to request assistance from Revdex.com months after equipment was returned to affect the resolution?

Thanks to Revdex.com for advocating on the behalf of my Mom,

Barry Veitel

My review is negative. My 88 yr old father bought a machine from them. The receipt says its a G3 and its a G2.It was never opened, and sold with a $1000 "lifetime" warranty. This warranty is NOT transferable so lets face it..anyone that needs an oxygen machine to get around is not going to be around that longer...so we are now stuck with a $2500 machine that he paid an extra $1000 warranty that is useless to anyone else and the lady he bought it for has died without even coming home from the hospital. Taking advantage of the sick and old.

Review: This company has not provided me with the product I need for health issue. I have tried and tried for the past 6 months to exchange my product for something my Doctor has stated I need. My doctor has sent them the order a few times and they tell me that they don't have a machine that will meet my needs. Because I am locked into this company until 2017 they are required to meet my needs or find a suitable replacement. This has not been done. I am now a prisoner in my own home and cannot even go to church, which is part of my religion, because I need a travel O2 tank with consistent air and the one I have is pulsating which no longer suits my needs. Every time I call the company I speak with a new person, explain the situation again and they say they will get back to me however NO ONE DOES. When I call to order a new filter for my concentrator or canula I need to call them 2 or 3 times before I actually receive my product.Desired Settlement: I would like to get out of my contract with this company. I wish to have a replacement however I have no faith in this company and do not believe that they will do what they say they will. I do not always have the time to keep calling for replacement parts sometimes I need them quickly and cannot keep calling to make sure the person I spoke with put the order in. This machine is rented by medicare and myself so there would be not return price on machine.

Business

Response:

Dear Mrs. [redacted],

Review: My husband has a portable oxygen concentrator that was not running properly and he neededone that would work. It took me over 3 hours to get someone to answer the phone to seewhat kind of response time it would require to get the unit fixed since his stats we very low. Ifinally had to ask for sales to get someone to take my call but after I told them I really was trying to get customer service, I was transferred again to a outside source to handle. The phone rang for many rings before call was answered. The person told me the equipment wasunder warranty and they would have someone pick up our defective one to return to them.This is what happened and I thought all was ok, now I have received an invoice to pay them1899.00 and states they will credit my account when they receive the one they had someonepick/up. They should have their equipment but they refuse to take my call to discuss thismatter. I have called 3 different days and the phone just rings, many times and I have noticedthat it allows for so many rings and then an automatic disconnect. My husband is very illand my time needs to be taking care of him, not begging them to take my call. I do notnot understand how a company can not answer their calls and refuse to return the calls theyreceive, especially one that sells life saving equipment. This is not the first instance thishas happened and people should be able to know about this problem before they purchaseanything from then. When you finally get an answer, it is some foreign company and veryhard to understand because they talk so fast and the connection is not very good.Desired Settlement: Have them agree they have received their equipment and credit my account with 1899.00

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10716010, and find that this resolution is satisfactory to me.

Regards,

Review: My mom bought an Inogen G2 oxygen concentrator 4 years ago. Since then we have bought many accessories with no problem. Lately I ordered some replacement filters for her concentrator Inogen G2.Inogen sent us the accessories for the Inogen G3 (a different oxygen concentrator).I called the company 5 -FIVE !- times explaining that I have the wrong accessories and I need the right ones. I offered to return them, they always said it was not necessary and everything was taken care of.The day after they would leave me a message on my home phone (I am never home and I always tell them to call on my cell!) saying that my order could not be processed.So, I got on the phone and did what I did the first time, being re-assured again and when I get home from work another message form Inogen saying that my order could not be processed. AGAIN! I did this for 5 TIMES! Also, the wait time on every call is not less than 30 minutes plus other 20 minutes to explain this whole story over and over again!I now sent back the wrong accessories, asking for an exchange or refund.This company used to be very customer oriented and efficient. I really do not know what has happened lately but their customer service is terrible.Especially because they deal with life saving devices and their response to customer issues should be more prompt and effective.Desired Settlement: I WOULD LIKE AN EXCHANGE OR A REFUND IN A VERY TIMELY MANNER.IT HAS NOW BEEN 3 WEEKS SINCE I HAVE TRIED TO SOLVE THIS MATTERAND MY MOM IS STILL WAITING FOR HER REPLACEMENT ACCESSORIES FOR HER OXYGEN CONCENTRATOR!!!

Business

Response:

Thank you for bringing this issue to our attention and we sincerely apologize for the situation that you described. We normally have very high satisfaction ratings for our service so we will take this issue that you raised as an opportunity to improve our service.

Review: Purchased Inogen G3 for @3,495.00 on 9-17-15. It was advertised as being useful for travel by air, cruise, etc.It further stated,"A single lumen cannula up to 25 feet in length is recommended to ensure proper breath detection and oxygen delivery." However, the concentrator arrived with only 7 feet of cannula. Since I usually only require oxygen at night, that would require me to sleep with the concentrator and not keep it on the floor. When I phoned Inogen they told me I would have to purchase the 25 feet. I previously purchased the backpack for $108.65 on 10-7-15 to make carrying easier. How much more must I purchase.By the way, the original contact, Jeff Hicks, never returned my phone calls. Guess he was no longer interested because I had made the purchase.Desired Settlement: Provide the 25 feet of cannula.

Business

Response:

We do indeed recommend a cannula up to 25 feet. Any length from 1 foot up to 25 feet is acceptable. We apologize for the confusion and are sending you a complimentary 25 foot cannula. Thank you for your business.

Consumer

Response:

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]