Inogen

I wish that I had come across this site prior to my purchase of an Inogen G5. In the first 4 to 5 months of ownership I received 3 different machines. Number 1 machine was replaced by a supposedly new machine [2nd] which promptly failed and had to be replaced by another new machine [3rd]. Each time with me insisting on a new machine because they were refusing to refund my money $2,395.00 + 45.00 S&H. I was repeatedly told that LPT Medical the company had never had any such problems as I was experiencing. When the 3rd machine failed while I was in the Doctor's office, LPT Medical insisted that the machine be sent to the Inogen warehouse in Texas for testing, This 3rd machine was returned to me supposedly the same way it had been received in Texas with NO problems. Unbeknownst to LPT was that a completed work order sheet for the repairs or replacement of parts was also in the box, with a repair sheet listing ALL (4) parts that were faulty and replaced, and of course the most important part of those listed was the compressor] So I have it in black and white that the machine was faulty. If ALL of this wasn't enough, please continue reading what happened next.

I had reached the point that the only time I left my sisters home was for the hospital, Doctors appts or medical testing. Though I had finally gotten the Inogen G5 to run about 40 minutes, the final and last failure of many was the morning that I arrived at the hospital for day surgery for ruptured tendons of both hands. At 6:00am, I'm standing in the check-in line when the alarm on my Inogen G5 went off [I don't know about anyone else but that alarm will definitely get your attention]. I immediately turned it off [it had only been on for about 10 minutes] and requested that the hospital staff PLEASE GET AN OXYGEN TANK FOR ME. By the time the staff got a tank to me, my OS was in the 50's, they almost took me into the emergency area. I was put into a post-op room on oxygen until I was taken into surgery around 2:00pm, where I was informed because of my situation that morning the anesthesiologist would not put me under for fear I would die. They did however get an extra surgeon in that both of my hands could be operated on simultaneously. The worst was that the pain reliever used did not work...so I was aware of every movement/cut etc. the surgeons made. It was really quite traumatic. So all the dealings with LPT Medical were difficult but after this ordeal my calls to LPT medical were met with contempt as if I was the one at fault. Calls where I would be put on hold and never answered again, or calls to Duke one of the owners of LPT Medical who told me "that if I had any more problems to deal directly with him". After many, many calls I have yet to hear from or make contact with him. PLEASE continue reading of my ordeal.

Initially the insides of my hands the thumbs/wrists areas had the ruptured tendons. A side effect of a medication. Now it's the outside of hands/wrist up to my shoulders that have the ruptured tendons and tissues. Because of the failure of this machine Inogen G5 through LPT Medical the hospital and surgeons will not perform the necessary lengthy surgeries that I need. It was bad enough for the repeated function failures to happen at the Doctors' offices but to happen inside the hospital where emergency oxygen had to be supplied was definitely too much.

Yesterday, June 1, 2022 the nurse from my insurance co. UHC came for the home visit after my most recent hospital stay. After examining the condition of my hands/arms and hearing why the hospital won't do surgery, I pull out and hook-up my Inogen G5, behold it didn't even take 2 minutes before the alarm went off.

So...I, M. J. Fernandez will continue posting this same message and information on every social media platform I can find until I am reimbursed/compensated by and from Inogen and LPT Medical Denver, Co. 80237

I would give this company minus give 10 stars if I could. I can't believe this company is still in business. If you call, you are lucky if somebody talks to you within 45-50 minutes. The people are so rude and really don't care about the customer. I've been trying to return a product and getting a refund, but I get nothing but the run around. I just want the whole world to know that this is the worst company to buy from. I will get on every single site I can and let that be known to anyone who will listen. The saless person I spoke to, Emily Alexander, was the sweetest nicest person you could ever meet until I tried to return the product. She was cold as ice and very unhelpful. If I didn't know better I would say it was a whole different person I was talking to.

The first Inogen G3 shipped to us was DOA. Had to send back for replacement which took more than a month before shipping a replacement. My wife lightly used her unit for over a year (maybe an outing or two every couple of months), and now the unit shuts down after starting a few seconds after a "check battery" message displays. I bought 2 batteries and the extra charger. Both batteries indicate full charge. Will not operate with the AC adapter either. I seriously question the reliablity of these units. You still have to have a house concentrator unit and still have to travel with oxygen bottles or you could be serious trouble.

Equipment signaled that it needed servicing. Phoned Inogen as usual, but waited for 25 minutes with phone pressed to my ear for someone to respond.
This is unacceptable from a company that claims customer care is a high priority. I have been an Inogen customer for six years and never has the phone service been so bad. After waiting for 25 minutes for someone to come on the line, I gave up. I have a life and chores to do and don't appreciate wasting so much of my time waiting on hold! I never got to speak with anyone at Inogen about my equipment servicing issue.

They only service you when you are buying the machine. Anything else-- they never answer. Your on hold for 45 minutes and then they hang up. If you get someone, They don't know anything. Spent 3 days to purchase a battery and they cancelled the order after purchasing without saying anything.

Inogen one G3HF acquired when my Father died.

Worked great for a while and then it started making a loud banging noise, like someone sticking a pencil into a fan blade and it began vibrating very badly.

I am a 100% Combat Disabled vet and have NO extra funds for repairs, so I got the repair manual and found out that the feet the internal compressor mounts in (rubber vibration isolators) had failed and torn the end off.

I called Inogen to get the parts and they informed me they do not sell those parts, but I could send the Generator in for out of warranty repair for a minimum of 30 days wait and $252.00. I don't have the means to do that either Monetarily or Time wise.

I had no problem with the equipment up to this point, but now it is going into the garbage because it is basically useless to me, and I will never buy anything made by Inogen, and I will also attempt to steer others away from purchasing their products due to the companies policies.

Please, this company has no use for anyone who does their own repairs, and their policies do not reflect the majority of companies who do business in the U.S. Do Not Support them in any fashion!

One of the poorest customer service system the company (Inogen) has in place. My family member with her recent 24/7 use called the company with the unit problem and was told to expect a replacement unit within 24 to 48 hours. We called the company, after 48 plus hours to inquire on the delivery status and was told they could not even find any information on the company system and where the staff reenters the equipment problem replacement need as well as the delivery would not be completed until the following week. Simply an absolute incompetently staffed organization. Sad.

My terrible experience with Inogen. After making the big mistake of getting in contact with this company, a very aggressive seller explained to me that my husband would not qualify for Medicare because this type of units are not covered. He assured that, as advertised in the website and the brochures, there is a guaranteed refund of the equipment cost, with a deduction of $99.
When the Inogen box arrived, also did a nice Philips Respironics provided by Medicare. The salesman called me demanding that I open the box and put it to work "in order to have the warranty set up". When I told you that he had misrepresented the Medicare situation, I was told that the rented machines covered by Medicare do not work. Did not have much time to talk to him because my husband was gravely ill in and out of the hospital, but when a few days later I tried to return the equipment I found out: 1, the website does not accept requests for equipment already paid. 2, One has to talk to the salesman. 3, The salesman, so insistent before, does not come now to the phone. 4, When I finally talked to him, I was promised a phone call with a Return Authorization, which has not come one week later. 5. SATISFACTION RATING, 000000

Complaint: I am rejecting this response because: My wife was in the hospital for a week and recuperating home so keeping up with all forms of correspondence was not our immediate priority After filing the complaint with Revdex.com, Inogen began to communicate with usWe agreed to pay $to have the unit refurbishedIt was received on Oct 11th and was WORSE than before we sent it to them to be refurbished and paid $I called yesterday and after being transferred multiple times, was informed that another unit would be shipped to me So, at this point, NO, this saga continues and we paid Inogen $FOR NOTHINGI’m a disabled Vietnam combat veteran and this is outrageous to think that this company would be so brazen to take advantage of anyone let along a yr old veteran Regards, J [redacted] ***

Dear Mrs***, We sincerely apologize for the miscommunication for the issues you described It is our standard practice to provide a home concentrator as a backup unit to the Inogen One through insurance Based on the information in your record we do have a contract with your insurance and we are listed online as a contracted supplier in their supplier directory I understand that you have spoken to a manager at Inogen and have decided to return the home concentrator and the Inogen One We will process your return right away and hope that you choose to evaluate Inogen again at some point in the future Kind regards, Inogen

Dear MrJ [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, Incis 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

Dear Mrs [redacted] , You are currently not in a contract with Inogen and are in fact able to switch to another oxygen provider at any time I apologize that you were not happy with Inogen's service and I see that an order of return of equipment has now been issued on your account

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

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 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 youThank you for contacting 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.comHowever, the Inogen team has been in contact with you since you issued the complaint and we believe this situation has been resolved

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 or 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 days later However, we started receiving a bill for $six weeks later for unreturned merchandizeWhen 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 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

Inogen received a coverage denial for Date of Service 8/6/Patient did not inform Inogen of change in insurance coverageOutstanding balance is from 8/6/and 9/6/which were billed out prior to receiving the denial from his insurance for no coverageAt that point, a piwas entered and patient was contacted informing him that he changed insurance and has no coverage for the Inogen OneIn 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 thatThe balances are for the two months that denied for no coverage due to the customer not informing Inogen of an insurance change

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 days, you can speak to Inogen's Customer Care Center in order to process the return They may be reached at: ###-###-####

Dear ***... [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.