Why DME's get a bad rap

[Craig]

July - new CPAP. I was set up to receive auto replacement of filters for my machine.

Late OCT. No filters received. Called and was told they would be forthcoming and that I was eligible for a new mask, headgear and hose. I agreed.

Two days later it all arrived, but the mask was an Activa LT, not the standard I was expecting.

I personally returned mask as it didn't have a quick disconnect.

Was informed the Activa was no longer made and was given an FX to try.

One week later I returned it as it was simply too tight to be comfortable and still leaked, somewhat. (I was told leaking was normal for CPAP masks.)

I was given a Micro to try. Leaked and air was blowing air on me.

I returned it the next day and declined further masks as I had been told they had no more nasal masks that would fit me.

THEN......... I was told I could not return the mask as it had been paid for (medicare and tri-care) !!!

I was very proud of myself. I didn't yell, shoot, maim or take a club to anyone. I calmly asked why they wouldn't take it back as

1. They solicited me to accept a new mask and had sent me an unasked for substitute. THEIR error.
2. I had agreed to try every other nasal type mask they asked me to try. No error or my part.
3. All the errors had been made by them including the fact that ResMed, who I had called, was still making the Activa medium.
4. They would not order the mask I wanted.

After their rep made two trips to the back to (I assume) consult a higher up, even though she was a supervisor, she agreed they would take the mask back.

These are the same people who told me I would have to pay over $300 out of my pocket to make up the difference between what they charged and medicare would pay for my new machine. After elevating the issue to the president of the company, 'an exception' was made for me to get my machine with NO money out of my pocket.

So, if you plan on dealing with a DME headquartered near Baltimore, MD with a facility near Dover, DE let me know and I'll give you my honest thoughts about their practices.

It's a shame they try this crap. Not all seniors are stupid. But, I guess enough are for them to stay in business and not check with medicare.

Okay. I'll put my soapbox away now.


`

[sleepyb]

Sounds firmllar. DAME calls me and says my machine (The PRS1) needs cleaning. I bring it in, but that morning I put in new filters since I don't want to pay his price for filters.
Says to come back in an hour. 1 hour later I come back. The PRS1 is sitting exactly as I left it. Tries to charge me for new filters. Says they were really dirty.

I tell him I don't want the filters and just give me the "old ones" He says, "While I won't charge you for them this time" and I leave.

And I thought he was a pretty good DAME.