Inogen
Reviews and Complaints

Inogen replaces oxygen units with refurbished ones it seems, repeatedly newly delivered units do not work. Then you get to wait another 10 to 14 days for another failed machine to arrive. Rinse, repeat.

The local sales rep is a ***. She submitted a bagus paid receipt and prescription and took our money. We figured it out and got our money back, but how many has she done this to? A friend of hers bragged about how she tells clinets insurance does not cover it, but she will reduce their cost, then she sends in a bogus invoice and she and the doctor pocket the money.

Terrible business practices. my mother ordered a g4 machine July 2, paid full amount plus overnight shipping. They were quick to take the money but no machine. Now we have to wait till July 6 to hopefully get it. Meantime the woman can barely breathe. Their promises (getting the machine right out, overnight), is a joke. Hope the salesman Henry Curtis has a nice 4th of July.

They don't tell you when you are purchasing their product for 3000.00 that it will cost you 100.00 for replacement parts once a year, and that's minimum replacement. If you need other parts or new battery it wil be more. I've only had the unit for a year and the columns have taken less then a year to go out as I've had to replace the unit twice. Because its no longer under warranty they won't replace the unit that lasted leas then 6 months without having to have new parts

I was on hold for 25 minutes and then hung up on. My Second call I am on hold for 29 minutes. I am calling in reference to patient D ***. His device is defective. His oxygen level was at 73%. The customer service is appalling. I will never recommend Inogen to my patients. Expecting an senior to wait on the phone for a combined hour for assistance is abuse. At the end of said hour there was ZERO resolution. The 3 individuals I spoke with behaved as if we were interrupting them. Compassion is NOT your strong suit. P.S. he paid cash for this device and its been replaced previously. I will be submitting a complaint to medicare.

The Inogen portable units have a battery life of only 2 hours, and they will not accommodate another battery. The best you can have is a car charger. If you are trying to go somewhere for a longer period of time, the battery in the portable will not last. It's also not lightweight. If your power goes out for a long time, you are out of luck with oxygen! The battery only lasts two hours, unless you sit in your car to charge it. Ridiculous that they don't offer any back up tanks in case a person cannot get out of their house, and the power goes out. You can hardly make it to the store and back with the battery life of the portables. They don't care about making sure their customers are taken care of.

Worst customer service ever. Placed an order on behalf a loved one and have not received any contact on behalf the company. I called multiple times and was not able to reach any resolution on the status of the order. Their departments do not communicate with each other. Finally, when I was able to get a hold of someone, jescalera guaranteed that the order was not placed on their website, but a third party. Once I fwd her the invoice that I received from their website, her attitude changed and started giving me a bunch of excuses. My recommendation will be to buy either from a third party with better customer service or choose a similar product from another company. This company is not professionally run.

Keep in mind when you read comments, People are coming on here to complain. You can look up pretty much any company and it's the same thing. I'm actually taking to the time to do something positive for a company that helped my mother better her life. We decided to go the cash route because it was quicker,brand new and was able to get the lightest weight one. The sales rep handled almost everything for us and explained each step of the process. I was a little worried at first about not going through Medicare but after it was explained to us, it made sense. Medicare was an option but why rent a O2 when we can buy a new one. It made my mothers life much easier, she loved her gardening. For mothers day, we took her for a few hour boat cruise, in noway she could of done that with tanks. I just hope this helps some families out that want to have some peace.

My father first purchased an Inogen G3 unit several years ago. The electric charger needed replaced and the battery wouldn't hold a charge after a while. Not much problem there, BUT customer service is awful. Calling in, I could expect at minimum a 30 minute hold and/or 3 transfers to get to the correct person. Now father passed last December and Mom also needed oxygen because of heart issues. She used the unit until her death 5 months later. But wait...I need oxygen now. Since the unit is quite old, I decided to lease through my insurance. Back to the terrible customer service. And NO, it did not improve. After several letters and calls, including mailing me empty boxes for returns for no reason, and a bill for $1800, I have decided terminate my contract with Inogen. Oh no, the empty boxes mailed to me for shipping have no labels, addresses or other information. Back to 3 transfers and 46 minutes on hold again. When I spoke to a supervisor concerning customer service, she actually told me to cancel my contract if I wasn't happy with the service. REALLY!

This company has no integrity what so ever! My 88 year old father has lung cancer and emphysema. He wanted to try one of Inogen's portable concentrators. Before purchasing, the sales rep was very polite and helpful. At the time we were told there was a 30 day money back guarantee, less a $99 restocking fee. The machine cost $2545. It arrived 5/21. After trying it out for one day, my dad changed his mind. It was a lot heavier than he thought it would be, and was louder than he expected. It was a holiday weekend so, I called the rep. on Tuesday 5/26 and left a message (you always have to leave a message.) He called me back, asked me a million questions to try to get me to keep the machine. I get it, he's a salesman, that's how he makes his living. In the end, the rep said he would put in a request for a RAN (Return Authorization Number) and get back to me. I never heard from him again. After leaving him a few messages, I got an email from a different rep who said that the first one was out of the office for a few days. This rep asked all the same questions, and when I still wanted to return the machine, he too told me he would put in a request for a RAN. I called him back several times, never to hear from him again. I finally went on Inogens website, and after digging around for a while, I found a number to call for returns. When I called, the lady I talked to was helpful and gave me the RAN and address to return the machine. About 5 days later, I received a parcel tracking alert that the company received the machine. After about another 5 days, my dad's credit card was still not credited his money back. When I called, another woman looked up the account and confirmed that the machine was returned. When I questioned her about why my dad didn't have his money back, she said their system doesn't alert them when a product is returned! They don't know until the customer calls them! WHO DOES THAT! Returning this product was a complete nightmare!

My mother N *** bought an oxygen concentrator through this company. I have two invoices [protected] for $1,495 and [protected] for $327.50. One was purchased December and the other one was purchased January. After receiving this concentrator, my mother couldn't figure out how to use. She later got another concentrator through her oxygen company. She then tried to get this concentrator returned and get her money back. Unfortunately, while this was going on my mom was suffering from pancreatic cancer and was very confused. On 2/26 she went into the hospital with a severe medical emergency that required surgery. Due to her COPD and frailness, surgery could not be done. She then entered hospice care and passed away on March 8th. I was told that there was a 30 day return policy and I was then given a phone of a Ryan Bradshaw [protected]). I have left him three messages on 3/5, 3/9 and today 3/17. I was told since he was the sales person, he might be able to help with a refund or give me options. I have yet to hear back from him. I do feel as though my mother for coerced into this purchase and given her confusion from late stage cancer, I'm not sure she understood the return policy. It's extremely frustrating that I haven't heard from Ryan, too.

I live in an Assisted Living and depend on oxygen for breathing. I regretfully purchased a Inogen machine out of pocket so I can have portable oxygen to leave my apartment. I had to send my machine back for repair in January, I have my receipt and tracking number that says delivered January 14th at 2:01 PM. My nurse has been helping me to stay in contact with them to follow up on my machines repairs. She called to speak to them on 2/23, 3/2, 3/11, 3/22, 3/25 (twice), 3/26, 3/30 and got told lies that the machine was ready to release and be sent back to me. On 3/26 she was told that the machine cannot be located and they are looking for it. On 4/1 she finally received a follow up call from a team lead who stated that there is nothing that can be done to help me until they find my machine and if they can't find my machine then there is nothing to do. The customer service has been terrible and they lost my machine and refuse to send me a replacement. I have been isolated and locked in my apartment for a year due to COVID and now that I am allowed out I am essentially held prisoner in my apartment unable to go to the bank and other essential trips including doctors appointments without my oxygen. This is detrimental to my health and wellbeing. I need help to solve it.

On May 07,2021 I purchased a home oxygen concentrator and a portable oxygen concentrator from Inogen. They do not file with insurance so I paid in full for this medical equipement and filed with my insurance, after much back and forth with my insurance they issued me 2 reimbursement checks, one was sent to me and the other sent to Inogen at *** Goleta Calif 93117, I called the insurance to have them stop payment and reissue the check sent to Inogen and send to me but it had already been cashed so the insurance told me to get a refund from Inogen. I have made multiple attempts to reach someone at Inogen to reolve this, billing dept said they cannot help, customer service says they cannot help and our sales rep says he cannot help, each time they have submitted a request on my behalf to their accounting dept to have someone contact me and unfortunately no one has called me back, I even sent an email to their corporate office with no response. I have furnished them with the check number, check date, amount and who issued the check for them to research. Over the past two months I have made around 10 attempts to reach someone to resolve this situation with no response. My hope is the complaintsboard.com can assist with a resolution as i want my money. My account would have a zero balance so i don't know where they would apply this money and why no one will help me.

We purchased an Inogen G5 for my husband. We have had nothing but problems with it. When you pay thousands of dollars for a new machine you expect it to work. When we were on vacation at our sons house out of state, the machine just stopped working. It took HOURS to find someone that could help us and brought us a loaner machine to use until we could get home and send our in to be repaired. My daughter in law called Inogen Customer Service during this time and was told they do not have support open on the weekends, only sales. Not okay. When we got home and sent out NEW machine in for service we were upset to learn that we got a refurbished machine back! The replacement was not working and when I called I was told that the serial number of the machine we had been sent back belonged to someone named Lisa. The power cord stopped working, so we again called and were told there was nothing they could due at that moment but would send me a replacement cord. What good does that do if the machine in not working and my husband cannot breath now? We were told to go to an electronics store and purchase a laptop charger. So we are out another $50 towards this machine. We are so disappointed with this company and their product, we just bought a new machine from a different company. I feel we should get at least a 50% refund of our purchase price to cover all of our hassles and issues. I I will never recommend this company to anyone.

The concentrator from Inogen stopped working at Midnight on March 26. The emergency number on the machine was called, and we were told we would receive a call back. Did not so called on the morning of March 26, and was told a new concentrator would be sent next day air. Friday March 27 mid afternoon call again due to machine not being received yet. Was told they send ground due to policy, and would be 3 - 5 days. I explained this is not what said yesterday. Patients need the concentrator to get the constant O2 to breath. Transferred to Supervisor who guaranteed it was next day air, and we would have it soon. March 30 I called again since not yet received. Was given the tracking number, and that was all they could do to help. I called UPS, and not scheduled to be delivered until April 2! I asked how 7 days in transit equates to next day air, and was told no mam the company sent it ground. I then called Inogen back, and explained what UPS informed me of. The customer service agent said their end shows next day so out of her hands. I asked for a Supervisor which she refused, and would only put in for a call back that takes up to 48 hours. She also tried to say the portable is just fine, and when I explained for someone NEEDING oxygen the portable is not meant for sleeping when your mouth is open, you cannot remind yourself to breath through your nose, and you wake up with oxygen levels in the 70s could cause permanent damage. She did not care, and said I wouldn't know I am not on oxygen. If these leads to a hospital visit due to lack of oxygen Inogen is responsible!

I have IPF. In Mid 2021 my pulmonologist felt I should have a portable oxygen generator available at home. He felt sure my insurance would cover the cost. He said he would write a scrip and get one thru the Intogen sales rep who calls on him. Shortly there after I received a call from an Intogen sales manager telling me the my insurance would not cover the cost. At that time I questioned what the cost would be and after hearing the cost I told him to cancel the order. Approximately a week later the sales manager call me and said a mistake was made in processing my paperwork and now he told me my insurance would pay for the generator. I quizzed him from several angles to insure there would be $0 cot to me. He assured me there would be no cost to me. I verbally authorized delivery of the generator. Approximately five weeks later I had not received the generator. I then called the sales manger to get a delivery schedule. He could not give me one and I told him in no uncertain terms to cancel the order. He did not respond well. Approximately 3 weeks later I received a shipment from Intogen which included the portable oxygen generator as well as a large 50 lb piece of other Intogen equipment which I did not expect. Recently I started receiving bills for rental of the equipment from Intogen. I called Intogen and explained the preceding. They authorized and made arrangements for return of all Intogen equipment. I recently received a collection call from Intogen threatening to turn me over to a collection company. I gave the girl a short version of the above and told her I have no intention of paying Intogen anything. I will also make sure my Pulmonologist receives a copy of the complaint.

I am writing on behalf of my 91 year old mother (D***n) who is severely compromised with a chronic lung condition warranting 24 hour use of oxygen. She purchased an Inogen G4 portable concentrator ~ 2 years ago for $2295 out of pocket. At the time of purchase, I was told by the sales staff that Medicare does not cover the cost of the device. I accepted this information as "true" and did not pursue Medicare coverage. I since found out after the fact that Medicare does indeed cover Inogen products, it does however take perseverance in applying etc and can take up to 3-4 months in order to obtain the product. This is misinformation example #1. The device she purchased comes with a 3 year warranty. Of late, the battery that powers the device has failed w/in the warranty period. I called Inogen, Inc. to request a replacement battery under the warranty and was informed that the battery has a warranty of 1 year and that she would have to pay out of pocket for the replacement. The logic in this warranty setup escapes me because the two (battery and device) are interdependent on one another in order to work properly to ensure portability. I questioned this with the company and they stated the best they could do from a business perspective was to grant a $100 discount. Upon further questioning I was able to get them to reduce the cost by another $50 to total $365. I explained my mother's situation and low income status coupled with the fact she paid $2295 for the product less than 3 yrs ago. I asked them to please consider including the battery replacement within the 3 yr. warranty period. They refused citing the battery warranty was 1 year and there was nothing they could do. I must question the company's ethical business practices capitalizing on the most vulnerable and socio-economically compromised people. I write to you to bring this issue to the forefront and and hopeful you can further my cause to hold this company ethically and financially accountable. Thank you for your time!

The machine came in late Feb 2020 . In the 7 months we used the machine a handful of times . Back in March my father was very ill the hospital and we took Mothers portable oxygen machine from Inogen and attached the five hr battery . The machine was beeping and error messaging -hot battery . It stopped working . We had to rush mother home and give her additional oxygen to bring her stats back up . We thought it was the battery at the time and because my dad was ill , we would deal with that later . Mom has not used the machine since. Because in March 1 month after getting the machine , My father passed ,with subsequently was the same time as covid. So Mom has not been going out .We were keeping her quarenteed because of her health risk, Until last week 08/14 - I charged all 3 batteries the night before and Mom was going out to dinner for the first time in 3 months . well the machine started beeping about 1.2 hr of it being on . Again , error message . switched all 3 batteries and none of them work. The concentrator from inogen was smelling like smoke, again batteries hot message coming up on all 3 exchanges. Mom had no oxygen for over 2 hrs. By the time we rushed her home from dinner , her stats were 84 and she was confused, so i called inogen first thing, and the man on the phone had me trouble shoot. He agreed it was defective. So they sent me a used/reconditioned one within 2 days in its place. WE paid over 2000 for the machine and a couple xtra hundred for the battery that never worked . And this company sends a used one in its place. No batteries , no instructions , no warranty nothing-but a used machine wrapped in bubble wrap . We paid over 2400 for this machine . we were lied to and duped from this company. Taken advantage of the elderly is not ok. I was specifically told her medicaid / mass healt insurance was not used through your company and it was going have to be purchased . Her insurances would have paid for it . 2ne we paid over 20000 dollar for a new machine and sent a used one

I had went on Inogen's website after seeing a advertisement for refurbished portable oxygen concentrator for as low as 799.00 once i reached the website &input my zip code I was prompted to call a number for more information. I called gave my contact info & then a lady called me. I told her I need a portable oxygen concentrator for myself & that I seen the ad for refurbished concentrators for as low as 799.00 she said no no way Not here at Inogen and then she supposedly did a search & then informed me that they had no refurbished units available & then continued to upsell me a brand new unit at over 2,000.00 dollars. I explained that I am on a fixed income & I can't get insurance coverage all I have is 1000.00 dollars. She then said let me work on this & see how low I can get it. She called me back a couple days later & told me she could get it down to 1800.00 I told her I still couldn't do that unless I could put down the thousand & make payments on the rest. She told me no they don't do that at Inogen. She said let me figure this out & I will call you back. She calls me back&then tells me that she just seen that last year I had talked to a different rep about their units & that he actually "owns" the area & that in order for her to continue she is going to have to get approval from her manager. However she said she got the price down to 1600.00 I said I still can't do that so this was just pointless. She encouraged me just to work with her that she really wanted to help & then asked me if I could borrow the money from a family member I told her I could not get nearly 700 from a family member no way. She then said could you get 300 from one. I asked her why are you saying you could do it for 1300.00 she then told me that she could that she would have to get approval.She called me back & told me that she had to give me to the other rep that she would note that she offered it for 1300.00 the other rep said that his manager has to listen to the tapes.he called me later told me yes the first rep