What is your DME's mask return policy?

[gertrude]

I just found out that my DME doesn't really have the return policy for masks that I thought they did. I did ask about it, but I guess I didn't really nail it down in enough detail. So in the interest of helping newies know what the possibilities are, so that they can ask better questions, I thought I'd start this thread. (And because I need to blow off a little steam.)

Here is what happened to me:
I waited until the 3 month mark when the insurance would cover a new mask, and ordered the Pilairo from the DME figuring that I would be able to return it if it didn't work for me. And it doesn't --- the strap is far too tight and it jams the mask into my nose.
I understood from what the DME person told me with the last mask that I would have 30 days to return a new mask to try another. And that seemed consistent with what I read here about many DME policies. So I called to see if I would be able to return the mask if I lengthened the strap.
Well it turns out that that return policy applies only to the very first mask that I got when I picked up my machine. (The one that caused the bridge of my nose to bleed.) One return only for my whole CPAP career.
Of course no one bothered to be clear about that. And they don't give you anything in writing about return policies.
So all future experimentation to try to find a better fit is on my own dime. I can get another mask through insurance in 3 months, but if it doesn't work I'll need to replace it on my own. And they don't carry the Aloha at all, nor will they order it.
WHAT A RACKET this is. I know from reading on this forum that this is not a manufacturer's policy, but the DME's.
I can understand that they don't want to be stuck with a million returns, but they should have told me that the 30 day return policy applied only one time.

[greatunclebill]

the manufacturers reimburse dme's for mask returns. if your dme is a national chain, work your way up the chain after speaking to the local office manager and letting them know you intend to go higher with the question. if it's a local one horse dme, you're out of luck. but, if you get nowhere with the dme at any level, contact the mask manufacturer and let them know that the dme will not exchange your mask and you are very upset. if the manufacturer has an agreement with the dme and they are not complying, fur will fly and they may lose their distribution ability. but first, let the office manager know that you know and you intend to go up the chain and also contact the manufacturer. and lastly let your doctor know so he can apply his pressure and possibly stop referring patients to them.

be sure to do it and post your results in this thread.

don't be afraid to name the dme. others may have advice about them.

[brucifer]

Hey Gertrude, that sure wasn't very customer-friendly of them. Looks like it's time to find a new DME supplier who practices good customer service and appreciates your business. I'm sure you could find a buyer on here if you want to sell your Pilairo!

[Pugsy]

My DME (mask only using insurance since I bought my machine privately) made it very clear that I had 60 days from the first mask to swap out and try other masks. They also made it clear that I could swap out as often as I needed during that 60 day period. After 60 days I no longer have the swapping out ability. I got lucky. I had done my research and felt the Swift LT would be a good choice for me to start with and I was right. Never needed to swap anything out.

So their 60 days and multiple swaps is better than 30 days for sure. Especially if you only are allow 1 lifetime swap.
You know you can shop around and maybe find a DME that actually honors the manufacturers 30 thing. They are out there...some forum members have stated that they have done it. I am sure they are rare but you could shop around.
Nothing says you have to stay with this DME unless your insurance only has a contract with them.

[Xney]

The DME I use (sleepquest in San Carlos) allows 30 days on any new mask.

[chunkyfrog]

My first DME had multiple simultaneous try-ons, in office and take-home.
I was able to rule out several masks in a few days.
The second DME would not allow in-office try-ons--you bought the mask (one at a time)
and returned it to get another--if they had one in stock.
This is why I've been using my Flex funds to try as many masks as I can;
knowing my chances to find a keeper decrease once I retire.

[Hawk256]

My DME allows me to return any mask "within a reasonable amount of time" (their words). Almost 3 years and at least 12 masks later I have never had a problem returning a mask and swapping it for "any" other mask. If they don't have it in, they will order it. They are a small mom and pop organization and provided me with excellent service. I guess I am one of the luck ones. BTW I am on Medicare and have never paid any deductibles for machine, masks or accessories. They told me they write off the difference to help those on limited income. I wish more DMEs were as good as this one.

[2kittymom]

My DME's policy is also to offer exchanges in the first 30 days of CPAP. I posted earlier about how the tech was not happy with me returning 3 of them. Said she gets yelled at by the insurance company. Then she did the most wonderful thing - offered me multiple take-home masks to try. It doesn't cost them anything for this, and it's made me very happy. My DME is Allina. I am thrilled with their service. If your DME doesn't offer you this, perhaps you can find one that does. As everyone knows, masks are very expensive. To pay for one and not be able to use it is ridiculous. And to not even have ones to try on, that's terrible. Worse than buying a pair of shoes without trying them on.

[retrodave15]

@ gertrude

It is always great to see another fell central Ohio person here. If I may as ask - who is your DME?

I use HomeReach - Part of Ohio Health / Riverside / Grant Hospitals. I changed masks 4 times, once about 6 months into my treatment, did not like the new mask and went back to my Mirage Quattro with no issues. Their policy is when you get a new mask, you have 30 days to return it. This counts for your masks that you new masks that you get on your replacement schedule as well. The billing practices are fair an honest, when I need supplies i can either pick them up in the office up near Polaris Mall or the ship them out to me in Newark. I absolutely adore my RT Cindy - she is great

In my opinion they are one of the good ones - my wife has some serious health issues and uses them for other services; oxygen and physical therapy, if it was not for them I do not know what we would do!!!

send me a private message and I can get you the contact information if you need it. They are on most insurance plans since they are part of the Ohio Health system.

[gertrude]

Thanks, RetroDave. I'll PM you for more details.

I need to find out if my insurance will work with other DMEs. I have insurance through Ohio State University and the DME (DASCO) seems to have a close relationship with the OSU sleep doctor. They actually have a rep in the office several days a week. And when I got a copy of my mask prescription, it specified them as the DME! (Our hosts honored it anyway.)

It would be nice to work with a real respiratory therapist. The DASCO person who has been most helpful is a "Continuing Care Coordinator." Nice woman and uses CPAP herself, but by no means an RT. And the guy who set me up with the machine initially was totally useless. Just wouldn't answer any of my questions. (One of the reasons I'm so grateful for this forum.) And obviously didn't inform me about the company return policy. Then there is the situation with Bella Loops. I can't get them as part of the Swift FX. Only as a separate item that I would have to pay for outside insurance coverage. I know that they are sold together with the regular headgear by our hosts, so I suspect something fishy.

[Pugsy]

Then there is the situation with Bella Loops. I can't get them as part of the Swift FX. Only as a separate item that I would have to pay for outside insurance coverage. I know that they are sold together with the regular headgear by our hosts, so I suspect something fishy.

They have likely chosen to stock only the mask package setup that has only the traditional headgear and made a choice not to stock the package that has the Loops included. Might be a specific choice in their stocking policy due to the fact that I think the amount billed out is the same but their cost for the package with the Loops may be a little higher.
Simply more profit margin when Loops are sold separately.

[archangle]

Some people have reported success by calling the manufacturer. Some of the manufacturers require their authorized distributors to follow the manufacturer's exchange policies.

[purple]

I think that often the policy of unlimited returns during the first month is requirement of the insurance company. Medicare requires the unlimited testing in the first month, at least, so I was told. My first DME said they take the masks which anyone has ever had on, and put into a group bag for that manufacturer. The manufacturer would simply provide the same number of masks to the DME, at not further cost to the DME.

I have had different DME's simply furnish additional masks "No Charge," and not require that send the other mask back. However the official policy of some of those same DME is pay for everything. The local office can have a lot flexibility in doing things for client/patients that the same company warehouse does not have.

[portiemom]

My insurance allows me a new mask every 3 months, my DME says take a mask home, after 30 days they will bill my ins. company, within the 30 days I can trade it for another. Swwwwweeeet, since I find most of the masks don't work for me, so if it's not a new one, I opt for the Aloha, Bella Loops, or Swift FX for her. Mostly I just wait till I use it till it dies approach. Had my Swift LT since it came out, Bella Loops and Aloha too, Pilario had to go!