InogenReviews of inogen.com

To: INOGEN, INC., 7/9/2019 Attn: Scott Wilkinson, President, CEO, and Director 326 Bollay Dr Goleta, CA 93117 800-630-3144 From: William G. and Yung J. Conover 1423 Ranch Hill Dr Irving, TX, 75063-5066 214-909-3895 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. In conclusion 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.

And the Inogen reliability saga continues. I filled a review a day ago and this morning 7/8/2019 I called Ninogen again to check if there are any news about shipping two replacement units for failed units I have. These unites are under warranty. Here are some news: The representative, eloquent and cordial, asked me to perform a “hard reset”, I.e. remove the battery, connect to the external Inogen converter, start the unit and check if the failure still exist.....it did!! I asked for specific shipping date for the replacement units, she could not give me and stated that they have a backlog which is expected to be resolve within a week. I asked if they are shipping NEW units for paying customers.....she said yes. They are shipped NEW units within 24 hours. So I can only conclude that Inogen priorities are on increasing revenue through new sale as oppose to maintaining customers who depend on their equipment. I sent a similar critical review to Inogen Blog and await to see if they post it. It is the customer (you, me and many more of us) and/or shareholders who can affect Inogen’s product quality and response time. If the CEO, other board members or their own legal department advises them that a change is required due to exposure....they will respond in a hurry. 7/8/2019 Inogen is “reaching out” late afternoon. Received a call from Inogen, noting that I filed a customer response on their blog, which stated the above. The lady was cordial and stated that both repair and new units are backlogged (I.e the representative this morning was incorrect) nevertheless, she can’t provide me with shipping date or any other information. When I suggested that the CEO should be made aware of the issue, she stated/implied that he is. I hope to attend the next shareholders meeting and have a better understanding of the issues Inogen is facing with respect to the G3.

I have had this machine for over a year. I bought it from Kelly. I paid for extra tubing and extra battery. It cost me over 4 thousand dollars. When I received it I had no instructions on how to use it. No extra battery, no caring case, no oxygen cart and the most importantly, no tubing. It took me three weeks to straighten this out. It was suppose to be light weight and it's heavy. I finally received my tubing and they gave me two extra tubing for my inconvenience. Bad customer service, horrible supervisor and lie after lie. My machine goes up two 6 liters, i normally use 3,4 and 5 liters.I have two 4 hour batterys and I'm lucky if 2 batterys give me 4 hrs. I can't change the battery out. My Daughter has to. So complicated. And beware if you fly the Airport has all kinds of paperwork that your Doctor has to fill out. I missed 2 flights over not being made aware of this. I breathe very light and night and I get enough oxygen at night. I say don't buy it and stick with the tanks. Medicare does not cover this machine. Replaceable tubing is expensive. I'm in the Hospital a lot and placed on Hospital oxygen and I always ask if I can take that tubing home. Really I paid for it. I'm thinking about switching to continues oxygen. I think I'll breathe better. Read reviews before you buy. Also limited warranty for a very expensive machine. Also runs hot. Not happy. The medical advances have great portable oxygen today and insurance will pay for it.

This is a star for the oxygen concentrator, not Inogen's customer service. Customer service gets a -5 stars (that's NEGATIVE 5 stars) for not having the ability to connect me with someone in accounting to talk about the check Highmark Blue Cross/Blue Shield sent you. Back in January I paid Inogen, through an Inogen representative, April Branch, $2,695.00 cash/debit. Now, I have been trying to get reimbursed because BC/BS insurance sent Inogen a check for the full amount and I am owed the $2,695.00 from Inogen, minus $12.66 for my co-pay. Please contact me in order to take care of this or I am going to take care of this by reporting Inogen NEGLECTFUL, and by contacting the BBB. These aren't threats, this is simply what I'm going to do. Now, the ball is in your court.

I love its small and that it’s light weight, my other POC, a different brand, lasted much longer with a double battery and went up to 4 but was bulky and very heavy to lug about. That being said, I have to always bring a back up battery with me and if I get delayed and am away longer than anticipated could end up out of oxygen. Unfortunately it only goes up to three and my disease seems to progressing faster all of a sudden. This is a perfect machine for just being away for an hour or so and on a low dose.

I want to say what a wonderful person and agent I had, Jenifer Scott, who helped me every step of the way. She went above and beyond to make this happen, I can feel normal again and not have to lug heavy oxygen around. I hope Inogen realizes how lucky they are to have her, she deserves a very big bonus. I felt like a special client not just a number. Dianna

I have been on oxygen for a little over two years and have had a hard time adjusting to not being able to just get up and go without changing to a tank and trundling it behind me or carrying a heavy and awkward tank. My daughter bought me an Inogen for Mother's Day a year ago and I really fell in love with it. BUT... the greatest thing is that I can go places now! We just came home from a week long trip to Yellowstone and the area. That little Inogen went almost 24 hours a day the whole time and never had one problem with it. To be honest, I was a little concerned so I carried extra oxygen with me but didn't really need it. I kept the Inogen charged with a car charger then a regular charger in the motel room and had 3 batteries so that wasn't a problem. I love the freedom it gives!

The machine is great. The problem I have is with battery life. Using 3 litres deletes the battery is very short time. Otherwise I am bleased with the unit and have enjoyed showing and discussing it with many strangers.