Customer Service FAQs
About Oxygen Concentrator Store
How do you contact us?
The best and easiest way to contact us is by phone at 877.774.9271. We are also available via our online chat, email or you can come in and visit us at our showroom and retail located in Centennial...
What are the hours of operation?
We are open 7 days a week, 364 days a year. Here are our current hours of operation.
Phone Hours of Operation - Mountain Standard Time
Monday: 6:00 am to 8:30 pm
Tuesday: 6:00 am to 8:30 pm
Wednesday: 6:00 am to 8:30...
Where are you located?
Our retail and warehouse location is located just south of Denver at:
15055 E. Hinsdale Drive
Centennial, Colorado 80112.
Where can you find career opportunities?
A career at American Medical Sales and Rentals offers a chance to change lives and provides you with challenge, growth and development opportunities. View current job openings...
How do you subscribe to the Oxygen Concentrator Store monthly newsletter?
To receive our monthly newsletter and stay informed with the latest news, product releases, and much more click the following link and enter your email: Oxygen Concentrator Store...
TEST FAQ Questions List
Can the Inogen G3 be used the a plane or aircraft?
Yes. The Inogen One G3 is FAA approved to be operated aboard all commercial aircraft whose flights that depart or land within...
Is the Inogen G3 covered by Medicare?
The answer is “maybe.” If you are already receiving oxygen tanks from your Medicare provider, then you are getting what they...
Repair FAQ
When I put my finger over the port where I connect my cannula on my portable oxygen concentrator, I don’t feel anything coming out – is something wrong?
Most POCs (G3/G4/G5, SimplyGo Mini, Freestyle Comfort) operate in what is called "Pulse Mode". In Pulse Mode, you will NOT feel anything coming out because it only dispenses oxygen when it detects a breath. Simply attach the cannula and begin breathing and then see if you can detect the "puff" of oxygen to your nose. If you put your cannula underwater in PULSE mode, you will not see bubbles because it will not detect a breath. For Inogen portable machines, you see a green light when it detects your breath, letting you know you've received a dose of oxygen.
It is easier for patients to detect the oxygen being dispensed on continuous flow like your home unit, SimplyGo or Eclipse 5 because they produce a steady stream of oxygen when powered on.
Do you have a repair center near me?
Our primary repair center is located in Colorado, and we partner with additional repair centers in California, Texas, and Georgia. Oxygen concentrators are specialized equipment and often need to go back to an authorized technician for repair. In order to minimize your downtime, we will assist customers who purchase from us with repair and replacement options as fast as 48 hours.
If you are looking for a location to get an older unit repaired, we recommend starting with the retailer that sold you the unit.
Are the columns something I can repair or do I need to send it in?
As Portable Oxygen Concentrators have gotten smaller, the sieve beds that help convert air into medical grade oxygen need to be replaced more often. For the Inogen family of products (Inogen One G3/G4/G5) , the sieve beds are easily replace at home. Refer to the vidoes below. For other products such as the Respironics Simply Go, Respironics Simply Go Mini or Caire Comfort, it is required that the unit be sent in for sieve bed replacement.
How To Replace Inogen One G4 Columns
How To Replace Inogen One G3 Columns
My unit is noisier than I expected; why?
We periodically "sound" test units with a decibel meter and can attest that portable oxygen concentrators ARE getting quieter. With that said, we understand that when you first take a unit out of the box (in the quiet of your home), they may seem louder than expected. This is particularly true if you have it at ear level sitting on the table with no other ambient noise. Instead, try putting it in it’s case and over your shoulder and go for a walk or turn on the TV. You should notice that the noise begins to "disappear." While you may be self-conscious the first time you go to the movies or take the unit with you to church, you’ll notice it quickly "blends" in with other background noise.
I am an engineer/technician/electrician/tinkerer; can I repair my own unit?
We do not recommend "tinkering" with your unit. All major manufacturers (Inogen, Respironics, Caire, Invacare) are pretty strict that if you try to fix the unit yourself, you will invalidate the warranty. You MAY be able to fix something yourself but we routinely have disappointed customers when the manufacturer refuses to fix something under warranty because the unit has been tinkered with. The exception to this rule is that the sieve beds on the Inogen family of POCs are self-replacable.
Why does my unit beep every time I turn it on? Can I make it stop?
That beeping sound is just your unit waking up and saying "hello." Most units DO beep when they start up – we recommend saying "hello" back to the unit and not letting it bother you. Unfortunately there is no way to disable the wake up notification.
Why don’t I send in my batteries and power cords when I get my Inogen POC repaired?
We can usually troubleshoot and isolate on the phone if the power cords or the batteries are the problem. Most of the failure modes of the unit do NOT require your specific batteries or power cords. Since they are not needed to repair your unit, they are safer at home with you.
My unit is getting louder. I can hear a rattling/vibrating noise. Should I be worried?
Sometimes with wear there are several plastic parts inside the unit that can become fatigued and break. These will need to be replaced by an authorized repair center. While the unit is likely still providing you with medical grade oxygen, it is advisable to call us to get it repaired.
What should I have ready when I call Customer Service for help with my unit ?
In order for Customer Service to best help you, it is important to have the following ready when you call us:
Your cash sale paperwork.
Your unit and all the cables and batteries – we will likely have you run a few tests.
Enough time – likely 15 minutes to discuss your issues and run some tests.
Photos of any alarms you have seen.
Notes on how often the unit has been failing and what specifically has been happening.