DME problems?

I received a new mask on may 18th, did not work so the next week i called my provider asking her to return my call so I could exchange the mask.she didn't return my call so I kept calling and leaving messages for her to call me. When she finally called it was the 16th of june.she said she was busy that day but she would bring me a new mask on monday teh 19th. i reminded her that the 30 day return period would be up then,as th 18th was on a sunday. she said that was o.k. since it was her fault in taking so long to get back to me they would make an exception. I was happy and i took the new mask,which was a fitlife.
The problem is after only 2 nights of use it tore and had 2 holes in the top of it. Well, I called back leaving a detailed message to her as to what happened and for her to please return my call as i needed a new mask.Again no calls were returned for almost 3 weeks,so i called last friday and talked to the girl at the front desk.I told her what had happened to the mask and I had a problem getting anyone to call me back,and my time on the return was running out as friday was the 13th. she said,we don't have time for a mask fitting today,I said, i don't need a mask fitting, i just want to bring this one back before the 30 days runs out and i want to try a swift fx.
She told me the shipment had not come in but they would have one by friday.I asked what time the shipment would be in and she said about 3 p.m. I thanked her for being so kind to help me and told her i would bring the fitlife and pick up the new mask on friday.
Friday at 3.30 p.m. I called and asked if the shipment had come in and she went to check.she came back and said it had so I said thanks so much, I'll be right there! I drove close to 20 miles and when I got there, I was told i couldn't have a new mask as i had recieved one on the may18th! I would have to wait until sept.18th to get another mask. Now, this just doesn't seem right to me somehow as it was her [my provider] fault that it was not done right as I could not reach her. I could be wrong,but I'd like to know what everyone thinks. Thanks!!

Yep, this is a problem! These people do not have your best interest in mind. The mask should be under warranty, and they need to provide you with what you need. Are these the only providers in your area? Does your insurance know they operate this way?

sister wrote:I was told i couldn't have a new mask as i had recieved one on the may18th! I would have to wait until sept.18th to get another mask. Now, this just doesn't seem right to me somehow as it was her [my provider] fault that it was not done right as I could not reach her. I could be wrong,but I'd like to know what everyone thinks.

Sister,

This is the difference between you taking care of yourself, and you depending on others to take care of you. You see, nobody cares as much about you as you do. So if getting good sleep and being healthy is important to you, you will take matters into your own hands. You could have gone to a place like cpap.com and had a new mask the next day for right around $100. No phone calls, no careless DME, no lies, no hassles, no silly rules, and no driving 40 minutes for nothing. If your time has any value at all, that is a cheap $100, not to mention how much it would cost to lose a job or have a fatal car accident because you don't have the right mask.

-john-

She told me the shipment had not come in but they would have one by friday.I asked what time the shipment would be in and she said about 3 p.m. I thanked her for being so kind to help me and told her i would bring the fitlife and pick up the new mask on friday.
Friday at 3.30 p.m. I called and asked if the shipment had come in and she went to check.she came back and said it had so I said thanks so much, I'll be right there! I drove close to 20 miles and when I got there, I was told i couldn't have a new mask as i had recieved one on the may18th! I would have to wait until sept.18th to get another mask. Now, this just doesn't seem right to me somehow as it was her [my provider] fault that it was not done right as I could not reach her. I could be wrong,but I'd like to know what everyone thinks.

Sister
I think I read where you were dealing with Apria ripoff. (my loving-name for them). From an earlier post. I don't know who your insurance is but when I had dealings with them my insurance got an ear full about them. I was then sent to another DME.
I would be one the telephone to my primary insurance on Monday at 0800hrs. As soon as some one answers ask to speak to a supervisor. Also if you get your insurance thru your employer, talk to your HRO office.
If you can't get a satisfaction that way, call the local consumer reporter in the city you live in.....they seem to love things like that.

DMEs are such a problem. I think that is one reason why so many people have opted to use online supplies, even if it costs them a little more.