Good DME we found...

[CpapWife]

Hi,
I wanted to post our experiences with DMEs that were good since we have had so many bad experiences (as have others).

We bought a machine though secondwindcpap . com and that worked great.
We bought a mask thru cpap . com and unfortunately that worked very poorly.

Both companies gave us paperwork to submit to our insurance company including codes - out of network though.

We had problems - AHIs went up, but with an old mask lowered but still a little higher than the old machine and old mask. So I wanted questions on:
1) If the machine algorithm changed (Dreamstation apap vs previous Source One Remstar apap).
2) Did we have the mask adjusted correctly? Maybe the sizes made a difference.

First, Phillips was worthless when asking these questions. They handed us off to someone who while sounding sympathetic and like they were trying to be helpful really were asking us questions to cover themselves legally. E.G. Did hubby feel there was harm done to him [by the high AHIs]. Never admit things are fine unless you have had a Dr fully check you out as you might not know until later that harm was done (other than the short term harm done by high AHIs). And wanting to know our machine serial number and questioning where we got it from and then second guessing all of that.

FIVE STARS - Secondwindcpap was great in discussing the machine algorithms and very helpful trying to figure out what the old mask was. When we called back several days later to ask about masks (after our disappointing experience with cpap . com), they were very helpful and suggested several masks that might work (rather than just offer to sell the old one to us for a high price).

ZERO STARS - Cpap . com reps are only order takers and were unable to discuss the machine algorithms and only suggested trying all the cushions in the mask (already done). Unfortunately the problems then started. They issued a return label for the mask. We discussed which mask might work and gave them the information on the old mask. They offered to sell us the same mask (mask without headset and a separate generic headset), but my research showed it was a 2001 mask and they charged a high price and a high restocking fee if it didn't work out. When I looked online, even though the rep suggested this it showed out of stock (so why did she recommend it?).
I had to push the rep to ask if there was a replacement mask for this style mask. She suggested one and we ordered that mask. The next day I got an email saying the prescription was no longer valid (expired or didn't cover the equipment) and they needed a new one (e.g. the one they had just used to sell the first mask, a prescription that was just a few months old). When I replied by email and spoke to them the stories just got worse and worse. The prescription stated 0 refills but was clearly written for a cpap machine (with humidifier and heated tubing). It said supplies as needed and comfort items and mask per patient's choice. They argued the prescription said only one mask (and tubing and everything else) was covered. I read that as one cpap and the supplies included tubing, mask, filters etc. Who heard of only one mask per prescription, no other DME has ever done that. They said if I had a tracking number they would consider the mask as returned, but when I provided the one they had sent me (e.g. they already had it), it didn't show progress so they would not send the mask. Note: They sent the type of shipping label that doesn't show progress until the item is received - which would be several days. There were lots of other excuses along the way that prevented them from sending out a mask: The system was "slow" and nobody could help me, the supervisors were not available despite several calls attempting to reach one, and the one representative giggled and made rude remarks when not talking to me and while I was waiting for her to do things and was talking to DH she made comments on my conversation with DH (extremely rude).
The problems continued... A supervisor called the next day (left a msg) and sent an email. She said that to make up for the troubles caused they would send the replacement mask we asked for (less than half the cost of the first one) at no cost (e.g. free). While we were unhappy with the company we agreed because it was free. However, we no longer wanted the mask they suggested as we had found better replacements. So we called back, referred to the email and said if we got it for free we would like (and gave them the mask we wanted, close in price to the one they offered). They said ok and sent the mask out with an invoice that showed $0 price.
When I was able to speak to a supervisor, she said while they still considered the prescription invalid they would send the mask we requested.
When they received the first mask (that didn't work) back, which we had full insurance for, the refund was much much less than the price we paid for the mask. Again, calls to customer service were extremely frustrating, after about 30 min nothing had been resolved. The rep said they had deducted the second mask from the refund cost (e.g. charged us for it). She could see the email saying it was being provided by free and of course the invoice but just kept saying they took the cost of the mask out of the refund (like that was a good explanation and they didn't owe us any more).
Again, no supervisors were available (she was messaging them thru out the call but when I finally insisted upon talking to a supervisor and refused to talk to her anymore she said the previous supervisor who emailed and said verbally the mask was free had just left and when I asked for any supervisor "none were available".

Unfortunately I can't recommend using this company and have crossed them off my list of companies - good service that saves time and money matters and this company can't seem to provide that despite several chances given to them.

Overall we are very pleased with service from secondwindcpap . com and unfortunately can't say that about cpap . com.

[chunkyfrog]

I have no complaints with ACS in eastern Nebraska. It is a family business, and they deal with Medicare.
I call a few days before I am eligible for the supplies I need, and they have it ready to go when I show up.

[LSAT]

I have no complaints with ACS in eastern Nebraska. It is a family business, and they deal with Medicare.
I call a few days before I am eligible for the supplies I need, and they have it ready to go when I show up.

I have a similar situation with a local small DME that deals with Medicare.. I can call in the AM and pick it up in the PM. They have the billing with my co-pay all ready for me. They have had my prescription on record for 4+ years and have never asked if I have see my doctor recently.

[CpapWife]

Unfortunately our experience with cpap . com turned into a nightmare. I updated the original post and can no longer recommend them.

[chunkyfrog]

All my experience with cpap.com has been excellent--and on occasion, far exceeding any expectation.
Any business can have a hiccup with a new or under-trained employee;
but my experience with cpap.com has ever had this happen.

[CpapWife]

The nightmare with cpap . com continues - I updated my first post.

Chunky Frog,
While I agree one rep (or even two) can really skew how a company represents themselves, this is not the case for cpap . com.
I have spoke to at least 7 reps over several months and the same awful service is consistent. The only exception was a supervisor but since no reps pay attention to what that supervisor did (including the supervisors notes) and supervisors are not available (have to wait a day for a call back), it didn't solve any problems.

Maybe they changed after your last order, maybe you were just lucky. IMO - The reps do not know their products, they make wild guesses on what would work. They don't look at account history - emails/notes - to process orders. They seem to be very simplistic and instead of checking with the supervisor or listening to the customer they just do something else that was never approved by the customer.

The snickering and rude reactions to what the customer seem to be consistent - when I hear that from several reps I know the company reps have an attitude against their customers and will bad mouthing customers while not on calls. That sure does not encourage good customer service.
As I said, the time and effort wasted (we are many hours into one order now) is costly - figure out your overtime wages X the effort spend and you will see what it cost you. If you don't work, you could be doing something fun rather than fighting with a company for hours to get something simple done.

[LSAT]

cpap.com is the sponsor of this message board.....without them, this board would not exist. In the 10 years I have been on this board I can think of maybe 3 or 4 complaints against them and, if I remember correctly, they were resolved

[Pugsy]

Carolyn was pointed to this thread and she has directed customer service to deal with it.

There's always 2 sides to any story and we have only heard one side...
Plus no one can please 100% of the people 100% of the time.

Bitching about cpap.com here...doesn't really accomplish anything. None of us here work for cpap.com.
But if it makes someone feel better to do their venting here..go ahead but it doesn't accomplish anything. There's not a darn thing any of us can do about it.

Except...I can tell people that I had good service from cpap.com and even had a machine returned to them because of a problem with the reporting software...under warranty. They replaced it with a brand new machine right away.

[Okie bipap]

I've had nothing but good results when I have dealt with them. I have purchased several masks from them and returned quite a few of them. Those I did not return I either used them or passed them on to other forum members.

[greatunclebill]

The snickering and rude reactions to what the customer seem to be consistent - when I hear that from several reps I know the company reps have an attitude against their customers and will bad mouthing customers while not on calls.

You had me listening until you posted this unbelievable comment that I don't believe.

I have had nothing but good service from cpap.com .