1st Class Medical
reviews and complaints

Bought portable oxygenator from 1st Class Medical in March . Sent in portable oxygenatot for repair on 11 Oct 21. Same date ordered & paid $390.00 for rental replacement unit. Was not told no rental units were available. Here, 2 weeks later, no rental unit. After numerous calls, to several different customer service representatives, over te last2 weeks, still no rental unit. Surly a company this size would insure units were available for rental shipment. 1s Class Medical has me over a barrel. In retrospect, I would have NEVER done business with your company. Other like companies offer loaner units, at no cost, during repair. I guess I chose the wrong company to do business with. NEVER AGAIN.

I have read the posted reviews and had I read them prior to purchase I probably would not have done business with this company. However, I did make the purchase and to date have not had any issues with the machine. I received everything that I was told to expect in a timely manner. I also was able to get my questions answered with a direct phone call without having to sit and wait "for the next available" tech. It may be a totally different reality once the machine needs serviced but to date, I have no issues with the company or the product. Until I have something different to base it on, I would do repeat business with this company. The reason that I did not give 5 stars is because I have not had a full experience with them yet.

Love the product, hate the markup. Buyers should check other suppliers before committing to this company. No returns allowed, even when new and unopened. Also note, you will pay any freight charges for warranty or repair services. As an example, a *** 525DS Oxygen Concentrator sells for $1295 at 1st Class Medical and the exact same unit sells for $700 at ***. Freight cost is $75 at 1st Class Medical and free freight from ***. No difference in the availability, model and accessories. So over all, comparison shop before committing to a supplier and just know you will not be allowed to back out after they have your credit card number. All sales are final, period. Shop around, be informed. *** is your friend.

We bought the Imogen 5 unit in July for my wife who has COPD. We bought it with four double size batteries as we had to fly to the UK and needed the extra battery power to satisfy the airline regulations. My wife uses the unit whenever she leaves the house for errands or socializing etc. So far we have had no issues with the machine. One downside is that my wife who is quite frail finds the machine quite heavy to carry with the large batteries fitted, so we bought an extra lighter smaller battery. Also the machine is quite noisy when you use it in a theatre setting compared to her backup unit which runs on small portable oxygen bottles. We found First Class Medical very helpful and easy to deal with and when we bought the unit.

Have had my machine for several years and had to replace the original machine I purchased from 1st Class Medical. The transaction went smoothly with one exception. I was offered a discount on the purchase of the new machine and the technician balked at the discount value. After several minutes of confused conversation, the discount was honored and all was well. My only complaint is that after a few months the concentration level starts alarming with the message "Low oxygen level". I may be wrong but I think there is a design flaw with this machine. $2,000 is a lot of money for a machine at only works for a few months and then needs maintenance. Under warranty it still costs $90 for shipping and handling. The company worked well with me but the equipment not so good.

My husband had the POC for 2 years with no problems. We were aware of the sensitivity of the cord to the machine and had taped it to make it stronger. On our yearly trip to Phoenix Az. last year, the cord broke 3 days before we were to fly back to Maryland. We were in a panic knowing he cannot fly without oxygen. I called the company and were happy to have a new POC sent to us within 48 hours. The representative was professional and gave us confidence that they would have it sent to us in time to make our flight home. Another plus, was that the connection plug on the POC had been updated and is much more stable. My husband uses this POC for golfing, travel, restaurants etc... and has never had an issue. It is reliable and means we can have a normal life when we travel.

I have been very happy with service from 1st Class Medical. I bought an Inogen G5 in March and had great communication from the company. I was able to talk to a respiratory therapist who gave good advice about the various oxygen concentrators, including size, weight, oxygen delivery and appropriate use for daytime/nightime. They talked to my physician's office to get the prescription. Everything arrived quickly and in good condition. I also purchase nasal cannula each month and get regular emails and receipts letting us know when the product has been shipped. The nasal cannula is softer than usually provided by other oxygen companies. And finally, they produce a helpful blog with education about coping with COPD and other respiratory conditions. I recommend this company.

Hi my name is Morris *** and have been dealing with 1st class medical for the last 7 years . I started with a 5 pound concentrator,when I was first diagnosed with Copd . I will not name the company names but this was satisfactory at the beginning as 4 liters intermittent was satisfactory . I had a problem with the concentrator in about the first 7 months and on call to 1st class without question I was sent a loner and a label to return mine till it was repaired . Now after so many years I am using a 10 pound unit that gives 2liters steady flow . This unit is the only one with the help of 1st class is available in portables . After nearly the first year the unit began to make noise and on the call to 1st class the process was again repeated . I now will only deal with them as they proved reliable .

I THOUGHT i was buying from inogen, they sent the concentrator, it was new in the b0x, but had no paperwork, no marking , I CALLED INOGEN, they knew nothing about it, but told me i had not bought it from inogen, which means they could not help in any way, both batteries had gone dead (after sitting unconnected and unused for about a week or so) they took a charge. but I had no one to call , because I had no idea where it came from,I had no where to call DO NOT BUY FROM THIS COMPANY YOU CAN GET THE CONCENTTRATOR FROM INOGEN, WITH THE GARENTEES,AND SERVICE AND PARTS YOU WILL NEED. I don't want to think what it will cost to fix, but it may be cheaper to just buy a new one from Inogen, they got my money I got their problems I would n ever be lazy and stupid enough to ever deal with 1st Class Medical again

I bought my Inogen G4 Sept. 2018. it cost me about $3000.00 .That would include an extra battery charger and a back pack.. I spoke to Mikellah who was very helpful in selling me this product. However in 8/5 I spoke to Cynthia that I needed to replace the G-4 Sieve bed. She quoted me $200.00 that this company sells the sieve bed for. I checked Amazon and the same product cost 90.00. I am sorry to say that this company highly inflates their prices. Also I called to trade in my Inogen G4 for their newest product and the price for my trade in to get the new unit was practically nothing . So it was going to cost me for the new one almost the same price as what I paid for my G4.This company has no perks for being a customer and I believe they highly inflate their prices because they are dealing with an older population that need their services. MIMI L

NO STARS...why is this business still allowed to operate. They are a scam and they take $$ from people who may be on a fixed income. They sold my mom a used machine for $1695.00 in Feb 2021 and she used it maybe 5 times before she passed away in March. I was told they had a buy back program so I was finally able to get number to call as I got the run around. I was told to send the machine back and they would inspect it and let me know how much they would buy it back for. Well today I got a call and they stated they would buy it back for $100.00 because it was a 2016 and out of warranty. I asked then why would they sell it to my mom not 2 months ago for 1695.00 and they stated because that is the lowest they can sell to someone for. If I had known this bull crap I would have kept the darn thing. I just hate knowing they will scam another person out of $$...

I have had nothing but good experiences with 1st Class Medical and I often refer people to them, especially for portable concentrator needs, but also if anyone has to purchase the larger unit for the home, as I did since I'm uninsured. I see many posts about dissatisfaction with the service of the portable units, but people need to understand that these machines are expensive to buy, to own, to operate, to repair. They just are. But the convenience their services offer is bar none. They are now and will always be my go-to company for my oxygen needs. And I would like to add that I first bought an Inogen used from a man whose mother had passed away. I believe it was a One generation. I bought all new batteries for it, but it would not work. I called Inogen directly and sincce that was an older unit and not their current, expensive, latest and greatest model, they refused to service it or provide any guidance whatsoever, and I was in Florida at the time and could not find a single place that would work on them.

I bought my portable oxygen concentrator ($2800) from 1st Class Medical, wo have HQ in ***, ***. At 5 months of the 3 year warranty it ceased charging its battery. I did an authorized return on February 2. 1st Class Medical acknowledges receipt of my unit, it remains in repair status for almost now approaching 2 months. I have asked for O2 support, but they want another $400 I have idiopathic pulmonary fibrosis IPF) which will degrade my quality of life continuosly and be fatal in an estimated 3 years. By doctor's *** I am supposed to be on oxygen 100% of the time. The result is that when I leave home I have take an oxygen canister that is 30 inches tall. 5 inches in diameter and must be wheeled on its own trolly requiring quality.I follow up with them weekly and get "still at repair facility". Since 1st Class Medical's business is supplying oxygen concentrators to persons like me. They are fully aware of their impact on me and do not care. By withholding my machine they are intentionally harming me

After only 24 hrs of recieving the oxygen machine it failed to function properly, I called and spoke to hannah that works for the company and was told by her that's the way they work, I called tech support and spoke with cynthia and she said that hannah was mistaken. I ask immediately about returning the unit, I was told by cynthia there would be a $350.00 plus shipping return fee and I ask why since the machine was defective anyway. I was transferred to her supervisor supposedly, after leaving messages for several days and no response I call cynthia back and she said she really didn't know who she transferred me to. I had such bad customer service that finally I called my bank card and disputed the transaction and sent the machine back. I have not heard anything since that happened. Still looking for my money as that is alot and it's hard for me to stay on top of this situation being over 70 years old and permanently disabled. I would not recommend this company to anyone as you see they take advantage of the elderly people.

Read reviews before using them! *** is awful, it's all the same theme. Simple fix and they won't do it. Awful experience with them. Very disappointed in what could have been an easy fix. *** is not a priority for this company, sales are the only thing that matters. I have very low lung function, on a BiPap, and after ordering a G5 from these folks over a year ago, they had all of my info on file. My first experience with them was not the best, but I'm one that believes that stuff happens. This time, my old home concentrator went out leaving me with nothing, so I called 1st Class, and the sales rep (the sales reps are always so charming and sweet and full of promises), says no problem, will send me this unit ASAP. So vague about the humidifier deal I was asking about because apparently it doesn't actually come with it I find out later but that's cool. So the unit arrives, I make due until it does. The unit does not work. My husband and I follow every instruction, more than once. We let it "rest" even. Tried again. So the next morning (after trying again), I call customer support. This is Wed, June 30th. The gal says, wow, you've done everything exactly right, to which I reply well yes, you have excellent directions and we read them. So she says, we'll need to get you a new unit, I'll call you back with the details. Mind you, I am now relying on my portable concentrator which you cannot use with my BiPap unit and I told her that so she would make sure and put a rush on whatever the decision was. Nope. No call back. Hospital Thursday. Again Friday. Friday when I get back home I call again, because no response (the number they have is my cell of course). Poor gal that answers tells me everyone is gone for the 4th. Then she says, well ma'am we sent you a unit, you received it this past Tuesday. Oh my. Yes, that was the BROKEN one. Still waiting for how I am supposed to get this back to you (they require special shipping instructions, etc) and when will I be getting a replacement so I can breathe? I tell her I've been hospitalized twice. Well ma'am they're all gone. Someone will call you back. Yeah, they did. Monday morning. Meanwhile I ordered one from another company, who didn't charge me shipping, because they wanted me to breathe. Oh, the unit they sent me? It works. Now, here's the best part. I ordered extra tubing for $20. When they FINALLY sent me the shipping instructions and everything, I sent EVERYTHING back to them. I had multiple conversations with ***. Explained everything to him. They not only charged me for the shipping, they kept my money I paid for the tubing and they have the tubing. Another good one? They promised *** would be here on a Saturday to pick the unit up after I told them that doesn't happen here, so my husband stayed home, missed major OT opportunity. Nope, *** showed up on Monday. I have tried multiple times to get these people to give me back ALL of my money but they won't. Simple fix. All they would have had to have done is return my call on Wednesday, simple fix. I do not recommend this place to anyone and they need to change their motto. Shipping and handling is on the customer no matter if the unit works or not. I believe that is extremely bad business. If the unit worked, it wouldn't have been shipped back. Not only that, they lied to the credit card company. They told them in the documentation that it arrived in "good working condition". I have proof that it did not. They refunded me the amount for the *** ONLY! I explained this to ***. He said his supervisor made the decisions, when I asked to speak to her, yep, you guessed it. Crickets. Do a search for another company that sells the same products. Use them. Save yourself some heartache, especially if you rely on the unit to keep breathing.

July 26 I purchased an oxygen concentrator $2500.00 from this company When the concentrator arrived we charged both batteries and one of the batteries would charge but only last a few minutes.I called 1st class medical and was told that a technician would call. The next day I called several times and they keep putting me on hold and then it goes to voice mail. Today my wife was using the concentrator and it run for 15 minutes and then shut off after about hour dealing with I was glad I had a couple of oxygen tanks in the car to give her. I called the company back Findlay got hold of a real person and they said I would have to talk to a technician again voice mail There is obviously problems with concentrator I would like to return it or a suitable replacement but I have serious doubt in the company integrity in any future dealings

My husband, *** purchased an Eclilpse portable oxygen machine from 1st class medical . The *** of sale was dated 2/21/22. The machine arrived defective. After a week of phone tech support the company agreed to send a replacement machine. I have an email dated 3/4/22 confirming that the company was going to send a new machine. My husband died on April 1st, 2022 ( from hypoxia). I called the company the day he died to cancel the order. ( the machine had not arrived yet,). They said that we could not cancel the order as we were out of the 30 day return time frame. The machine arrived that same day. It is sitting in the box. I tried to call and email the company multiple times. My calls were never returned and my emails were unanswered. I will gladly send the machine back but I require confirmation that I will be refunded my $2,812.00,Thank you

1st Class Medical sold my 81 year old disabled Veteran father, ***, an oxygen concentrator for $2400. They debited the funds from my dad's bank account over the phone and promised him a $700 refund if he sent them his functioning portable oxygen machine, which he could not use any longer. *** is required to be on 7-liters of continuous oxygen and his previous portable machine only went to 5 liters. He owned it for one year. The concentrator was delivered to my home by *** and was not functioning correctly when we turned it on. We called the company and they mailed my dad a return postage label. The machine was returned promptly -- confirmed delivery by ***. To this date, *** is out $2400 and the promised $700 and still has not received the concentrator. 1st Class Medical has by dad's portable machine. They will not take our calls or return our calls. The salesman is Tevin and his manager's name is Arial.

I negotiated to purchase a used portable oxygen concentrator for my wife from 1st Class Med. in *** for *** on 8/18. The description of the unit emailed to me is correct but later the receipt emailed to me described the concentrator as having *** hours on it. In my negotiations with them I was told the machine was an open box return that was used a short time then returned. I received the receipt on 8/18 late in the day I emailed back telling them to cancel the order that I didnt want a machine with that many hours The next day they tried to sell me a different unit for about $500 more. On Sunday 8/22 *** shows up with a package from 1st Class Med. I refused to accept the package and it was sent back to them. Im without a concentrator, that we need, and without the cash I had to purchase one. I was misled so they could get my cash. Now if I call Im transferred to a place where you are number 1 in line to be served but the phone is never picked up.

On 8/18, I purchased a brand new *** Portable Oxygen Concentrator, which was delivered 8/21. Missing Carry Bag, Shoulder Strap, Hand Strap and had a defective cannula. I emailed the sales rep Ryan T, who responded on 8/26 and apologized and said he would get the bag out to me. Over the last 3 weeks, I've sent several emails letting Ryan know I had not received the bag. I also called several times and left messages and a few time was put on hold upward of 1 hour before I finally hung up. The machine is supposed to be brand new machine and suppose to include the following contents: Concentrator, 8-cell battery, A/C power supply, DC power supply for car, Cannula, Carry Bag Shoulder Strap, Hand Strap and manuals. I paid $2,345.00. See receipt attached which list my purchase and the contents that should have been included. I am concerned that I did not get a brand new machines since items were missing, but right now I just want the items sent to me ASAP.

paid $2540 on 6/9 for a portable Oxygen concentrator for my mom. The sales person promised that *** would be reimbursing us more than 100% of the purchase price but it would be paid back in small monthly installments of under $150/month. That was alright with us - we just wanted to be reimbursed at some point. We received the concentrator a couple days late but got it. I continued to call/email daily about how to get set up with *** so we can get the payments rolling in. Finally after 2 weeks or so - Ryan T the sales person informed me that there would be no reimbursement due to the "type" of *** my mother has. My sister and I proceeded to call ***/*** and were able to get a one time 80% reimbursement check. I feel that this whole things was a "bait and switch". We live in an area where lots of people are on O2 and I could have gone 1.5 blocks from my office and gotten a machine for less and saved the $90 shipping. I have called every day for weeks

I purchased a Eclipse 5 oxygen concentrator from 1st class medical supply in Englewood , CO. I sent my machine in for warranty work on May5th. I have called 9 times to get a status update on my warranty work and when I will get my breathing machine back. I have talked to numerous people in the last 2 weeks. The last person I talked to was Brook at the Englewood, Co location. She claimed to be a sales manager. I explained my problem and she was very sorry and said the treatment I received was very bad. She said she would check on it and get back to me yesterday. Again, no one called or contacted me. I called again today and was told she was too busy to speak to me. Please help me get my oxygen concentrator back. I really need it to breathe. I am trapped in my house with no portable oxygen. they stated I could borrow a concentrator to use but it was $150.00 per week. This was because they were late in repairing my machine and I can't afford $150.00 a week. Please help me. I have called

I ordered the "Renovated Free Style Comfort Oxygen Concentrator ***" from 1st Class Medical, in December , for my elderly mother.. My check for $1440.00 cleared my account on 12/08. On January 5, my mother passed away. I contacted 1st Class Medical and was told I could get $600 refund on return of concentrator to 4140 S.W. Main Blvd, Lake City, Fl. 32025. Ticket ID. I paid $40.80 to insure and mail the item back to 1st Class Medical. When they received it they called me and said it was not worth anything and that it was out of warranty. I was told that if I wanted them to return it, I would have to send them $45.00. I asked to speak to a manager and was disconnected. I've called 25 times and have been told that a manager would call me back. No on has ever reached out to me. I hope to have this resolved and have 1st Class Medical pay me the promised $600 and return the concentrator to me. I still have all the paperwork together. Call me with questions.

Ordered a simply go oxygen machine in October .They sent them wrong machine to begin and then was told they did not have the machine I ordered , but would send it as soon as it came in and then they told me I would have to play to have it over nighted to me. I paid for it be over nighted and when I used it form the first time the alarm goes off and needs to be serviced. Called the company 3 times and was put on hold for 30 minutes and no one ever answered the phone. Finally called a different number and spoke to someone and they told me they would email service department to call me . waited for a week for someone to call. Called back and told they person not to put me on hold wanted to talk to someone about my machine A representive told to me about doing a hard reset and said if that's didn't work to call them back. Will I did there hard reset and alarm still goes off. Called back the next day told me that I needed to send it back in to be evaluated but I would have to play for it to be shipped both ways. I paid $2700.00 for this unit and never got to use it and now they wanted me to play for shipping. Asked to speak to a supervisor and was told her was not available he would have to call me back. Still no called.

On July 14, I bought a GCE Zen-O acording to Order # *** from the same date. I need to use this concentrator to go out of my home as a Covid survirvor. On December , the power supply outage of the concentrator ceased to operate. On December 22, I sent the concentrator for repair via *** under the corresponding warranty, to 1st Class Medical as instructed by them (delivered on December 28). Since I require the use of the concentrator daily, I began to call once a week to inquire the state of the repair and nobody could give precise information regarding the repair. Only, three months later, on March 2022, a person finally told me that it had been lost all that time within their facilities but they had just found it, and told me I had ticket # *** 379 262 under my name ***. Even though, all has been the companys fault, they keep telling me that I still have to wait three more months to have the concentrator repaired because they have a long waiting list. I cannot understand how a person in my condition and almost 84 years old can be treated like this. I hope Complaintsboard.com can help me solve this problem as soon as possible since I depend on this concentrator and it is a priority matter of health. Thank you for your assistance.

We purchased a P2 Lifestyle Rhythm oxygen concentrator from 1st Class Medical on April 4th for $2440.00. Invoice number is [protected]-1. We received it by *** delivery on April 7. After unpacking, charging the battery and using it for approximately 3 hours, we decided to return the concentrator for a refund. The reason for the return being that it is very noisy. Published decibels is 49. The machine that we rent for household use is at 45 decibels. The return policy states that we should be able to get a 100% refund if we arent satisfied, as long as there were less than 10 hours put on the machine and it is returned in its original packaging.We called the salesman about returning the machine because of the excessive noise the machine was making. My husband also noticed that it was very loud. We discussed this with the salesman and he suggested that we use the machine a few more hours and it should quiet down after about 5 hours. We told him that we didnt want to use it because it didnt sound right. My husband being a repair technician on this type of equipment for the past 20 plus years insisted that we return it. We received a return label by email from the company and the machine was boxed up in the original shipping container and taken to *** for the return on April 11. It was received at 1st Class Medical by a janitor on April 13.On April 18 there was a deposit back to our account for $688.75 less than the price paid for the machine. When we called them about it, they said that they charged a 25% restock fee because the machine had 22 hours on it and that there was a compressor failure on the machine. They claim that they had to send it out for repairs. They had no intention of communicating those facts to us and when asked to talk to a superior, I was told there was nobody I could talk to. I also asked what their procedure was to dispute their findings. They do not have a dispute procedure.

I ordered a Inogen 5 from this company. A man named *** on [protected]. He said they were out of stock.I would be first on the list when they came indidnt have a date yetand would I like to try a Zenolite so he sent it. It did not work for me too large and heavy. I asked to send it back and he said keep it and use it until the 5 came in.I never used it finally I am frustrated and frustrated. It costs me $90.00 to send the Zenolite back. I call *** he said 5 not inhell sent me a Rythmn to try on 1-12-22. It was defective made puffs before i breathed. Called customer service and they sent me return postage. I found an Inogen 5 in *** and bought it .came home to call 1st class medical for my money back $2495.00. They cannot deliver what I ordered, not another substitution.just give me my money back. This is when he says I will pay a 25% fee.over $600 re-stocking fee ? How could they restock what I did not get. *** is no help and according to one woman in their office , *** does not take calls.has changed position..is the boss now. I want to talk to him and cannot get thru to him. Meanwhile I have to go to the hospitalfor a medical problem and am now a caretaker for my husband who has fractured his pelvis. Time goes by April 19. Called customer service. They have my money for 5 monthsAbby says she will get back to me about returning my money . Never does. I file a complaint with Complaintsboard.com ***. Didnt go thru. I receive notice *** 1st class Medical credited my *** account not for $2495, but for $1871.25 .$623.75 less than it should be . I did not receive a notice from them they just sent a credit to Amex.This is not the way anyone should do business. I trusted them to come thru with the 5 and at this point I am quite sure they never were going to get one , I am convinced this was a bait and switch. Please get my money back, thank you

I am shocked and saddened that such a well advertised and presumably highly rated supplier of medical equipment practices senior citizen and elder abuse on a daily basis. I purchased a portable oxygen concentrator from this company in 2017. Recent trouble with that concentrator brought me back to 1st Class Medical to purchase a new concentrator. That new purchase was done on 03/14/202, invoice [protected]-1 and conducted by salesman ***. I purchased a new Caire Companion 5 Liter Oxygen Concentrator, Product ID. The purchase price was $1,195.00. I paid an additional $150 in *** shipping charges to move the merchandise from Colorado to *** as soon as possible. I viewed the concentrator on their website prior to purchase and noted that the machine has a place on the front of it to put a humidity bottle. That spot for the bottle has a small shelf to sit the bottle upon and a wrap around stationary loop to place the bottle inside of. That loop appears to be cloth covered and DOES NOT STRETCH any larger. Repeatedly, during the original sale I made *** aware of the fact I am currently ill with cancer, on oxygen continuously and need the humidity running continuously. Repeatedly I reminded *** to make sure the shipment included the humidity bottle as their literature did not make it clear whether it was included. Shipment arrived, no humidity bottle. Today is March 29th and I have made numerous phone calls trying to get the correct humidity bottle, Caire Part HU003-1. The manual states "Use of a humidifier not specified for use with this concentrator might affect its performance." They sent me Drive Humidifier Bottle and charged me $20. It DOES NOT FIT THE MACHINE. Circumference of bottle is TOO LARGE to fit within confinement loop and onto shelf. Phoned seven times today and finally call picked up by their Florida office and gentleman there clearly understood and agreed I was correct. Still waiting on correct bottle to use machine.

B"H On Monday, March 16th, my son contacted 1st class medical in an attempt to purchase oxygen concentrator. The company was recommended to us by my son's specialist, Dr. Paul Cheney, MD, PhD whose practice had had long standing relationship with the 1 st medical company. The product recommended for purchase was Philips Respironics EverFlo Oxygen Concentrator - 5 LPM. The representative by the name *** was assigned to our case. We were assured that we could procure the unit. Considering recently announced Federal state of emergency we were told by the company that the need for prescription is being waived. We were assured that the following day, Tuesday, March 17th, desired unit would be dispatched to my address in Ohio. Sales receipt got generated and we were getting ready to receipt the proof of dispatch/shipping & tracking the following day, Tuesday, March 17th as promised. Unfortunately, Tuesday came and went, but there was not a phone call or e-mail from 1 st medical to me or my son. On Wednesday, we contacted 1 st medical again trying to find out what ever happened with our order that we never got any communication from the company as previously discussed. We were told that federal government put a hold on the make and model we intended to purchase and paid for and it's not clear when and how it would become available again. In lieu of it, we were offered a different make and model of comparable product, namely DeVibliss which is usually priced at ~ $200 less for the unit, but considering extraordinary circumstances we felt that perhaps it did not constitute price gouging and considering perceived possibly urgent need for oxygen concentrator in light of intensifying COVID-19 epidemic, we decided that it was worthwhile to agree to a cheaper model at premium as long as we were able to receive the product soon, as time was of the essence. We were assured once again, that the unit will be dispatched same day or Thursday. Not having received any correspondence from the company neither on Wednesday, March 18th nor Thursday, March 19th, we decided to contact the company on Friday to find out what ever happened to our order. As we were told on Friday, March 20th, that federal government put the hold on this alternative oxygen concentrator unit as well. As a result our order is cancelled. Naturally, we asked for the refund in full and were promised that the request was to be processed and refund issued in a matter of few days. In the meantime, anticipated date of April 1 st was named as time, when oxygenator units will once again appear in stock. We were assured that we would be given a call once units will become once again available and our place in queue would be preserved and if so desire, we could re-activate our order for the unit we wanted to purchase originally. We decided that we would pursue the product from another source if necessary and started to wait for promised refund to get processed. Unfortunately, neither in few days nor a week nor even 10 days later we did not get any refund from 1 st class medical for the product that was never delivered. Neither before nor after April 1st we had received any communication from the 1st Medical regarding newly available units. We had not received long promised refund either. On Wednesday, April 8th, my son once again attempted to try to figure out what was going on. He was not able to get connected to the salesperson ***, but instead was able to leave a message for him and was assured that *** would get back. So, on Sunday, April, 12th, my son once again attempted to get in touch with the company to find out what was going on. He was able to speak to *** who assured him that the refund for the purchase was issued, but somehow was not processed properly and money never reached my credit card. He confirmed that desired oxygen generators finally reached the company warehouses on April 9th and we could once again place an order or get the refund that was originally allegedly issued back to us on March 20th. We felt that given totally unsatisfactory customer service, repeatedly broken promises, we can't risk yet another order. We said that we would either like to get already long awaited refund or have the desired unit shipped first before committing the payment. *** told us that dispatching units before getting paid for them was against company's policy but promised to find out from the owners if exception could be granted. The following day, April 13th, *** did give my son a call stating, that the company would not be able to make an exception. *** also offered to reinitiate another order from the stock. As it happens, on Monday, my son learned that the company on its own decided to ship a unit and it was en route to us. *** claimed no knowledge of it. When the unit arrived on Tuesday, April 14th, we learned that it was neither the unit originally requested nor the unit we tentatively agreed to, when original request could not be filled four weeks earlier. My son got in touch right away with *** and demanded to remedy the situation as we had been dealing with gross mismanagement, irresponsible and careless service, broken promises and timelines and outright deception. *** promised to see what could be done to settle the issues. We have not heard back from the company every since. Few days later we were forced initiated a dispute via our credit card to get full refund over the purchase.