The absolute worst experience I have ever had in terms of customer service.
We purchased the G5 unit back in June 2019. It has NEVER WORKED. 14 phone calls over 4 months, 5 batteries sent, a new power cord- still doesn't work. They wanted to continue to "TROUBLE SHOOT."
Finally they agreed it MIGHT JUST BE THE ACTUAL UNIT NOT WORKING (imagine that)!! They sent a new unit 9/27... but not the G5.... they sent the G4! That was sent back with the delivery man as he has been witnessing all this unfold as well. Immediately, we informed the company that they made a mistake and sent the wrong unit. We were then promised an overnight delivery of the correct unit.
Well.... it's been 3 days. No unit. I was finally able to speak with a supervisor yesterday, I had been told up until this point they couldn't "find" a supervisor for me to speak to!
I was authorized a full refund- only to be informed WE pay for all of the return costs including the unit that doesn't work and 5 batteries that don't work. ****Here's the other part, they have the audacity to charge us a $99 restocking fee to retock items that don't even work!!! When I argued this point the customer service representative simply hung up on me. -Yes, hung up on me.
I wish I was making this up.
I cannot believe this company deals with the many elderly, those that are in a compromised state of health, likely living on SSI.
This billion dollar company lacks integrity and is a complete failure when it comes to caring about the customers they serve.
My dad sold valuable items to buy this unit to be able to leave the house- to have somewhat of a life during his final years. He simply wanted to be able to see his grandchildren's sporting events. I cannot even tell you how many he has missed because of the situation. I think he has left the house maybe 2 times since June. He absolutely cant go without his O2 due to end stage COPD.
What a disappointment. I urge everyone to reconsider before buying from this company. No one deserves treatment like this.
Review by Demariea1 month ago
I don’t have this machine but had no other way to say .. this is a ridiculous product with ridiculous commercials... seriously what person who needs oxygen is going to use this and ride a bike.. and what the commercial should say is ... don’t ever be to far away from An electrical supply or you may suffocate.. if a person could walk from their to their car with this they could do that carrying a small o2 tank ... this company is preying on desperate people who are debilitated and looking for a miracle.. and when you require more then 2/l of oxygen this product is useless ... THATS WHY MEDICARE WONT PAY OR ASSIST WITH PAYMENT... SAVE YOUR $3000
Review by Customerpverschueren Cusmaan2 months ago
OMG!! I wish I knew about this way-back when. I saw this guy at the mall. He loved his. With mine I hated to take it anywhere with me. It hurt my back then all over cant waite to call them.
Review by Skycity2 months ago
We bought the equipment with the promise of good customer service, which we never got. When they were pressing for the sale they were attentive and responsive. After the sale was complete, It was hard to get them to return calls.
Then after receiving the Inogen equipment, my aunt didn’t open up the box for 10 days.
Inside the box was a backpack, that we did not order, however we were charged $100 extra for it.
Due to her deteriorating health, the equipment was barely used (less than 2.5 weeks). My aunt found the machine difficult to use and was not comfortable with it.
Sadly, she took a turn for the worse. The equipment was no longer needed. It was only 7 days past the 30 day return policy
We called customer service and tried to return the equipment to Inogen and were told they couldn’t help us.
We want to alert others that this company is not very customer oriented and have refused to give us a refund.
Now we have an item that is barely used and we got no help from the Inogen Company.
Review by Bradys Sentance2 months ago
Our #5 machine is crap. It is less than a month old and will not charge either battery. We were promised 24 hour service. That service consists of a telephone operator. Her first response is do you have oxygen available? Then it’s like ok whew you can call during office hours. Some 24 hour service. No one can even start the process to send a new one. So after spending over 3000$. My husband is relegated to his room and can not attend the Labor Day cook out he was invited to. Thanks for nothing.
Review by LukeyBoy3 months ago
**EDIT: THEY DID SEND HIM THE NEW DEVICE RIGHT AWAY. UNFORTUNATELY THEY DID TELL HIM THAT HE WOULD RECEIVE BATTERIES WHILE WE WERE ON VACATION AND THEY WOULD BE SHIPPED BY THE FOLLOWING MONDAY SO HE SAID TO CHANGE THE DELIVERY ADDRESS TO OUR VACATION ADDRESS AND HE TOLD THEM HE WOULD BE HEADING BACK HOME ON WEDNESDAY MORNING. THEY ASSURED HIM THAT WOULD BE NO PROBLEM. WHEN HE GOT HIS CONFIRMATION, IT SAID DELIVERY WOULD BE THURSDAY (WHEN WE WERE BACK HOME). WHEN HE TOLD THEM OF THE CHANGE THEY JUST SAID NOT TO HAVE SOMEONE SIGN FOR IT. A BIT FRUSTRATING FOR SURE, BUT I CAN TAKE BACK MOST OF WHAT WAS SAID BELOW.*** It's too bad there is not a 0 stars option. My father purchased this device and it came BROKEN. It is the portable device that is supposed to last an average of about 13 hours. Instead, it is not even giving him the level of oxygen he needs (level 4 should be good at rest, but definitely is not), but it also is only lasting a couple of hours at most. THIS IS RIDICULOUS. He has called (on Saturday) to talk to a customer service rep and they said he called the wrong number and then told him that "sometimes customer service people come in on the weekends" SERIOUSLY? This is a life and death situation people! We are about to travel this week, which is the reason he purchased this for thousands of dollars in the first place, and now we are freaking out if he will run out of oxygen. This is supposed to improve quality of life. Instead it is making it incredibly stressful because he cannot trust the device and nobody gets back to him. Reading the other reviews makes me even more nervous as it sounds like your customer service and shipping is basically nonexistent. Get it together, Inogen. You've got a lot of work to do.
Review by Kairavi3 months ago
You advertise incorrectly!! The battery you show is a two hours battery!! In order to go anywhere you need the large Heavy battery. Be honest!
Review by Thamesview3 months ago
POOR DESIGN: WE WERE NEVER TOLD NOT TO PLACE UNIT ON THE FLOOR OF VEHICLE OR SEAT; UNIT RUNS EXTREMELY HOT, SO IT CAN'T SIT ON YOUR LAP. NEVER TOLD OF BREATHING PROCEDURE WHEN FIRST USING UNIT. TUBING FOLD OVER WHEN ATTACHED TO UNIT, CUTTING OFF OXYGEN. NEVER TOLD OF RESTOCKING FEE OF $99. NOT HAPPY WITH INOGEN. WE'RE RETURNING UNIT. THINK HARD BEFORE YOU DECIDE ON THIS..
Review by Mr Crofts3 months ago
This may be a godsend
for oxygen users
but the customer service for
and unreliability if you have
trouble with your unit is deplorable.
Long story short
Unit needed to be replaced
took over a week and numerous
replacement was not put together
properly (a screw was not flush
and the battery could not snap in)
not a major problem
but it needed a special tork
wrench to fix.
When you NEED the Inogen
to use for work EVERY day
a week is WAY to long to wait
for replacement service!!!
Review by Prosanta Derrow4 months ago
To: INOGEN, INC., 7/9/2019
Attn: Scott Wilkinson, President, CEO, and Director
326 Bollay Dr
Goleta, CA 93117
From: William G. and Yung J. Conover
1423 Ranch Hill Dr
Irving, TX, 75063-5066
Re: Incredibly poor service on Inogen G4 replacement
leading to client endangement
Dear Inogen Management,
As a new and very disappointed customer, I write to tell you my incredible experience.
I purchased an Inogen G4 O2 Concentrator product in June. It failed on July 2nd. After calling customer support, I was promised an overnight shipment to replace the unit. The next day came and went with no replacement. Upon calling a second time, I was promised an expedited delivery Friday, July 5th after the July 4th holiday. When that failed to happen, I called again and was promised a special Saturday UPS delivery. When there was no such delivery, I called and was told the problem resided with UPS. They were allegedly backed up due to the July 4th holiday and that they would have the backlog cleared byTuesday( July 10th.)
When the replacement didn’t arrive Monday, I called your customer support again. I was told that the replacement had not shipped as yet and that it could be another 4 days. I was invited to call back tomorrow and each day to see if shipment has taken place. I was assured that it would ship from Richardson, TX Next Day shipping. (Inogen should be issuing UPS tracking numbers as well. This would do well for the client as well cutting back on customer support calls.)
How can this be happening. This situation involves oxygen, something a client critically needs. I personally am in Stage 4 Metastatic Prostate Cancer. When I become short of breath, my only alternative is to take a seat or lay down and gasp for air until the shortage subsides. What about your clients who require even more and can only recover with the aid of oxygen? It’s one thing to be late shipping a toaster but how can Inogen conscience shipping oxygen products late.
I still await my O2 Concentrator replacement as of this writing. Therefore, I am requesting a complete refund of my G4 O2 Concentrator. I am forced to deal with another Oxygen company. They will ship overnight. Inogen leaves me with no alternative. I have lost all confidence in Inogen’s quality, service and integrity. My purchase date and unit failure date are well within the 30 day satisfaction period.
William G Conover and Yung J Conover
PS. I also wanted to mention that during this week of failed commitments there was not a single call from Inogen to explain the situation or check on client. Additionally, I never heard “we are so sorry about this” from any of your staff with exception of your customer service manager.
Review by Saleana Lusen4 months ago
Great unit for the wife. She has used it while sitting on the beach. It has allowed her to do some exercises and some Tai Chi work outs with a light weight unit. They would like for her to be on a #6 setting while exercising but with the unit we chose she can only go to #3 so she cuts back a little on her workout.
Review by Uyai4 months ago
Worse customer service and equipment delivery ever. Been two weeks trying to get G2 unit as it is their only portable that goes up to six. Sent 3 faulty units back. We need it ASAP but they don’t care if their dying customer gets to the doctor or not l!!!!!!!!!! I think they are going out of business.
Review by NickyJE4 months ago
I just want to thank In oven. My mother and my sister both had to use oxygen. Both have passed but because of Inogen they were able to enjoy family trips and functions without feeling like they were a burden. They really do work as promised. Trip to Florida. Visit to theme park and beach. No lugging bottles or waiting on delivery! Thank you Inogen. Customer service can't be beat!
Review by Wondell4 months ago
It a good oxygen unit
Review by Jutarat4 months ago
I have a portable unit that I use when I exert myself, such as trips to wally world. I also have a unit that I use when sleeping at night. The use of these units have been a great relief. I would recommend them to anyone..
Review by Ashiling Kaity4 months ago
WONDERFUL PRODUCT AND EXPERIENCE!
Review by Tsumiki4 months ago
I bought this product for my mom she is 74. She has COPD and she is on oxygen all the time. This is a great unit for her because its much lighter than the old portable tanks she had. She feels the machine is easy to use and she feels more free to go anytime she wants to go!
I would highly recommend it to anyone that needs a portable oxygen machine.
Review by Neeorn4 months ago
They have been very helpful when I needed questions answered.
Review by Qautaunoya Derrow4 months ago
I previously used a liquid oxygen “Companion”. The “Inogen One” is considerably easier to use. It doesn’t require refilling. It doesn’t require storage of a large volume of liquid oxygen which is a fire hazard. When on the road for a vacation you don’t have to pre-arrange refills of liquid oxygen. I would rate this unit five stars except that it makes a clicking noise. In church or at a movie it is NOT discrete.
I would not change back to liquid.
Review by Jhonatan4 months ago
This is the best investment I have ever made. It allows me so much more freedom around the home and in public. I can easily carry the unit over my shoulder with no problem.
Review by Smeva Kasad4 months ago
Just a Review
I am now in the VA HOSPITAL ( hospice). Before coming here I was using the equipment about 4 hrs. a day, since coming here that has about doubled and have had zero problems.