DME supplier lying to me

[VikingGnome]

When I picked up my new equipment two days ago, the DME told me the ResMed S9 ESCAPE stored AHI and other data. I doubted that because ResMed's website clearly shows that the S9 Escape only stores usage data. I called DME back yesterday and said my Escape didn't tell my AHI for the first night. She kept insisting the AHI is stored on the data card and even said she confirmed that with the ResMed Rep. She probably just needed to change a setting so I could view it.

I took the machine in this morning for her to show me how to view the AHI. She then said it was stored on the data card and the ResMed software would show but machine did not display it. I told her to take my SD and print out the data so I could see it. She comes back after a couple of minutes and says, "You are right. It doesn't store AHI." I showed her a printout from the ResMed website that compares their different S9 machines. It clearly showed that the S9 Escape doesn't store any clinical efficacy data.

Then she tried to give me an Escape PLUS machine which is basically an Escape Auto. The PLUS does store AHI but no AI, HI, CAI, mask leaks, etc. I kept insisting that was not sufficient for me. I needed an S9 ELITE to have all the data I need for both me and my doctor. She said they didn't have any in stock and they don't normally dispense that model because it costs "A LOT MORE" and Medicare only pays so much. I told her the cost difference was not that much and that she was getting $1300 over 13 months for an $800 machine.

She finally gave in and said she would buy an S9 ELITE for me but it won't be here until next Wednesday. To take my S9 ESCAPE home and use it until the ELITE arrives. I thanked her for that and said I was just trying to get a machine that does what she represented (misrepresented) it would do.

You have to really stick to your guns about what you want with DME's. She said she had been in the business for 8 years and knew her machines. But clearly what she knows is NOT what she tells patients. If I hadn't made her PROVE to me that the ESCAPE didn't do what she said it could do, I would be stuck with a mindless brick. DO YOUR OWN RESEARCH and BE PREPARED BEFORE you visit the DME the first time.

[Pugsy]

You and I both know that she knew all along what she was doing. She was hoping that you wouldn't care or notice the difference. If she really didn't know????? That sure doesn't allow for someone to put much faith in anything she said does it? Scarey.

Good for you for being persistent and not getting snookered in to keeping the Escape because that isn't what you signed up for.

[NightMonkey]

She finally gave in and said she would buy an S9 ELITE for me but it won't be here until next Wednesday.

IMO you should have insisted on an S9 AutoSet.

[VikingGnome]

My sleep doctor doesn't want me on AutoCPAP (hence, no Autoset). She wants me on a continuous 15 pressure.

[Pugsy]

My sleep doctor doesn't want me on AutoCPAP (hence, no Autoset). She wants me on a continuous 15 pressure.

The S9 Autoset can be set to CPAP mode with a continuous pressure of 15. It has 2 modes of operation, CPAP and APAP. The Autoset can be dispensed with a CPAP RX IF the DME is willing to set to CPAP mode but most will use the CPAP RX as excuse to supply the less costly CPAP machine. With a doctor that won't prescribed APAP...you are pretty well stuck because they won't help.

The S9 Elite is still a great machine though. While it is nice to have APAP available and it is useful for some people it isn't the end of the world that you don't have APAP.

[chunkyfrog]

Good for you, gnome.

[Kairosgrammy]

I'd like to think she was just plain stupid rather than deliberately lying. How sad. These are people who are supposed to help you and then they treat you as if you are stupid. *sigh*

When I picked up my new equipment two days ago, the DME told me the ResMed S9 ESCAPE stored AHI and other data. I doubted that because ResMed's website clearly shows that the S9 Escape only stores usage data. I called DME back yesterday and said my Escape didn't tell my AHI for the first night. She kept insisting the AHI is stored on the data card and even said she confirmed that with the ResMed Rep. She probably just needed to change a setting so I could view it.

I took the machine in this morning for her to show me how to view the AHI. She then said it was stored on the data card and the ResMed software would show but machine did not display it. I told her to take my SD and print out the data so I could see it. She comes back after a couple of minutes and says, "You are right. It doesn't store AHI." I showed her a printout from the ResMed website that compares their different S9 machines. It clearly showed that the S9 Escape doesn't store any clinical efficacy data.

Then she tried to give me an Escape PLUS machine which is basically an Escape Auto. The PLUS does store AHI but no AI, HI, CAI, mask leaks, etc. I kept insisting that was not sufficient for me. I needed an S9 ELITE to have all the data I need for both me and my doctor. She said they didn't have any in stock and they don't normally dispense that model because it costs "A LOT MORE" and Medicare only pays so much. I told her the cost difference was not that much and that she was getting $1300 over 13 months for an $800 machine.

She finally gave in and said she would buy an S9 ELITE for me but it won't be here until next Wednesday. To take my S9 ESCAPE home and use it until the ELITE arrives. I thanked her for that and said I was just trying to get a machine that does what she represented (misrepresented) it would do.

You have to really stick to your guns about what you want with DME's. She said she had been in the business for 8 years and knew her machines. But clearly what she knows is NOT what she tells patients. If I hadn't made her PROVE to me that the ESCAPE didn't do what she said it could do, I would be stuck with a mindless brick. DO YOUR OWN RESEARCH and BE PREPARED BEFORE you visit the DME the first time.

[GumbyCT]

I'd like to think she was just plain stupid rather than deliberately lying. How sad. These are people who are supposed to help you and then they treat you as if you are stupid. *sigh*

She said she had been in the business for 8 years and knew her machines. But clearly what she knows is NOT what she tells patients.

Welcome to the world of DME and Sleep Medicine. So much dishonesty.

Would YOU buy a used car from that DME?

[archangle]

Unfortunately, it's entirely possible stupidity is the explanation.

Of course, malice and greed are likely as well.

[xenablue]

[quote="Kairosgrammy"]I'd like to think she was just plain stupid rather than deliberately lying. How sad. These are people who are supposed to help you and then they treat you as if you are stupid. *sigh*

Either way, it doesn't look good for this woman - stupidity or lying....

xena

[GumbyCT]

Unfortunately, it's entirely possible stupidity is the explanation.

IF you never heard of Google - is that stupid?
OR is it stupid to think no one else has heard of Google?

That leaves us with....

Of course, malice and greed are likely as well.

Something we "can" agree on. Tho, I would replace and with or.

[Namlehse]

My DME claimed mine was an Elite, turned out to be an Escape. So he said he would find me what I wanted and use this one until then (I made him write on the receipt he was replacing it..). He claimed it came in an Elite box, even showed it to me.

Anyway, he couldn't find an Elite due to them being sold out (I'm guessing new year, so insurance resets?), so he decided to just get me an AutoSet. As of yesterday, I've convinced my Doctor that I'm watching the data, so he's written an APAP RX, as well as given me the leeway to change is as I see fit.

My DME came through for me in that respect.. sadly they are HORRID at sizing and finding masks. I've tried five with only a little success. The Quattro FX seems to be the best, but it leaks a lot. I have a Clown nose from the over sized Quattro (Old Style) they sent me home with last night. The only night I was unable to sleep with my CPAP, they sent me home with a LARGE ComfortGell FFM. They just can't grasp the fact that a 6'3 300lb guy needs a small mask!

With that said, remember you can swap your mask if it's not working, don't let them stick you with it. Apparently a lot of them are sold out as well though :/. Stay on them, they don't get paid, unless you approve of what they want to give you! No profit is worse than little profit!

[Janknitz]

Isn't it interesting that she would have given you an escape auto before the Elite, yet complained about the lost profit margin on the Elite??? I'm not positive, but isn't the Escape Auto more expensive than the Elite?

What this shows is that this DME routinely gives customers ONLY non EFFICACY data capable machines--the Escape for CPAP and Escape Auto for APAP. (I don't count the limited data on the Escape Auto--what good is it without leak data???).

And I'm not sure I'd want somebody assisting me with my health needs who is either ignorant of some very basic information about the machines that she provides to treat my serious condition, or outright lying. Neither one inspires confidence.

This is NOT a DME I'd like to be doing business with.

[Namlehse]

I guess I should add my DME doesn't normally use ResMed s9's. They generally stick to PR-s1's. They even offered me an A-Flex Auto machine (I might have taken it.. if it wasn't for my Heated Hose!). So he generally didn't know much about the ResMed machines. He did have what he thought was an Elite overnighted from another DME location just for me to find out it was an Escape. A week later I had my AutoSet.

[VikingGnome]

When I went back to DME this morning, there were 50 ResMed boxes stacked up ready to dispense. They were either S9 ESCAPE or S9 ESCAPE PLUS. No S9 AUTOSET and NO S9 ELITE. This DME clearly is more interested in their profit margin than what the patient wants and needs even if the margin is a mere $50 per machine.

It was actually a bit humorous to watch her play around with the dials trying to display AHI when she knew full well it wouldn't be there. When she went to "print out" my SD card, I never heard a printer go on. She just went in the other room for short time and then came back and announced I was correct--the ESCAPE did NOT store AHI or any other efficacy data.

When I told her I knew she would be getting $100 a month (80% from Medicare and 20% from me) for 13 months for a total of $1,300 for a machine that retails for $800 on the internet, she realized the game was over. She could no longer argue to me that the ELITE was too costly and Medicare didn't even cover the cost. Medicare MORE THAN covers the cost of the machine.

Why does Medicare do that? It seems that is very wasteful to pay $500 more than the actual cost of the machine. There is certainly incentive for DMEs to provide the lowest cost equipment possible knowing they'll get double their cost back from Medicare.