Disappointment at DME today

Today was the appointment to pick up my mom's new apap machine. She would have gotten it last Friday at the doctor's appointment, but they needed to make sure everything was okay with medicare since this is a replacement machine, though well after 5 years. I believe the old machine was pre-medicare anyway.

So, we went in for an appointment at noon. The lady told us that she didn't get all the paperwork from the doctor's office (across the parking lot), so she was working on that. Then, the lady she needed was on lunch, so she figured she would get it set up and then finish getting the paperwork. So she takes us to the room to get my mom set up. The nice thing is that they have a bed, though my mom sleeps in a recliner. But the DME I went to didn't have beds or any way to try it lying down.

I sit down and I see that the machine is not the same machine. I believe it was probably the newer model Remstar that has data. She was later on the phone and said something that had 60 at the end of it. But I am not familiar with that brand, and I was expecting to see an S9 autoset as that is what the doctor prescribed for me, and that is what they had 3 of, sitting in the room when we almost got it last Friday. Also, during my consultation, the doctor told me he prefers Resmed machines because he uses their software. So, I don't understand she had a Remstar machine for us. I would assume that she knows what this doctor prefers.

I mentioned that this wasn't the same as the machine they were going to give us on Friday. She apologized and said they were out of the others. My mom suggested we come back a different day. So, the lady called somewhere and confirmed that they could get more in, and we will go back on Thursday.

It is very strange as this DME is connected to the sleep doctor, and the sleep doctor specifically prescribes the Resmed S9 autoset. I would not have expected this to be an issue. Yet, the DME I went to that was not related to them, had no problem giving me the S9 autoset.

I got up early to go with my mom to the appointment. I am glad I did as we want the same machine that I have. That was the whole point of going to the sleep doctor to begin with. But I lost 2 1/2 hours of sleep. I did go to bed early, so I managed to get about 6 1/2 hours of sleep. But I can't truly catch up until Saturday. And now I have to get up even earlier on Thursday for a 10am appointment. At least I should be able to take a nap afterward. I can't today as I got home 10 minutes before I would normally get up for work. I have to leave in 15 minutes.

Maybe I will get lucky and my new headgear will arrive before then, and I can pick it up at the same time.

That's too bad, glad you caught the switch-a-roo! But a disappointment to learn there true colors!

I think it was a deliberate switheroo. The S9 Autoset is still the most expensive machine out there. More than $100 more than the PR S1 60 retail according to our host's website. Now, the PR S1 60 would have been a great machine, but the OP has reasons for wanting the Autoset and his doctor as well.

When the Autoset is delivered Thursday, check VERY carefully to make sure it's not round two of bait and switch, and they aren't trying to saddle your mom with an Escape Auto.

I believe it was the one 60, so a nice machine. But my softer prefers the resmed software, and I already use that. I even installed it my moms computer already. I'd rather not have two different softwares going.

I will be going back with her on Thursday. If we have another problem, I will call the doctor.

Janknitz wrote:I think it was a deliberate switheroo. The S9 Autoset is still the most expensive machine out there. More than $100 more than the PR S1 60 retail according to our host's website. Now, the PR S1 60 would have been a great machine, but the OP has reasons for wanting the Autoset and his doctor as well.

ResMed appears to be very strict about a minimum advertised price for online advertisers. I doubt there's that much difference in dealer price or the DMEs would push the PRS1 more than they do.

I'll bet they were just out of AutoSet, and decided to try and screw the patient into taking the wrong machine because they had already made the trip. (By "accident," of course.)

Unless they were trying to screw the patient by claiming a PRS1-60 PRO is an auto machine because it has the Auto-IQ functions.

I agree be very sure it's really an AutoSet, not an Escape Auto when you go back.

archangle wrote:

Janknitz wrote:I think it was a deliberate switheroo. The S9 Autoset is still the most expensive machine out there. More than $100 more than the PR S1 60 retail according to our host's website. Now, the PR S1 60 would have been a great machine, but the OP has reasons for wanting the Autoset and his doctor as well.

ResMed appears to be very strict about a minimum advertised price for online advertisers. I doubt there's that much difference in dealer price or the DMEs would push the PRS1 more than they do.

I'll bet they were just out of AutoSet, and decided to try and screw the patient into taking the wrong machine because they had already made the trip. (By "accident," of course.)

Unless they were trying to screw the patient by claiming a PRS1-60 PRO is an auto machine because it has the Auto-IQ functions.

I agree be very sure it's really an AutoSet, not an Escape Auto when you go back.

It's strange, as we could hear the patient before us as we sat in the waiting area. It sounded like a first time cpap recipient as he was asking about sleeping medication to get used to it. And he walked out with a carry case that looked exactly like mine. I have the S9 autoset. But she was out when it was our turn. Also, we almost got it last Friday, but there was something that needed to be fixed with the paperwork. The doctor had asked my mom if she wanted to use her curent DME or them, and she said them. So, he took us to the office that is located in the same building. She was starting the process, and there were 3 brand new boxes there, all labeled Resmed S9 autoset. But she saw something on the paperwork, went to talk to the doctor, then came back and explained that they would need to wait until the doctor's notes had been dictated. Something about Medicare and making sure the paperwork was correct. The lady made our appointment for today, and said she would be off that day. So, clearly, the two offices are connected. Could they not just get another one from the other building? It seemed really weird.

Also, when I asked about it, she looked surprised, but did not try to convince us that the one on the table was the same, just as good, etc. She simply apologized, said they were out of the Resmed machine. And when my mom said we could come back another day, she called somewhere to see when they would have more and scheduled a new appointment. And apologized again. I know that earlier , when she was on the phone trying to get the rest of the paperwork, I heard her say she needed a copy of the sleep study and the script. Oh, I just had a thought. The sleep study is from 2 years ago, and she did ask my mom to confirm that. I wonder if she read the recommendation on teh sleep study which was the old prescription for a plain cpap at 10. And did not actually get the new script yet from the doctor's office. She said there was something that she didn't have yet and would get it after the lady returned from lunch. So, maybe she thought the prescription was the old one and didn't realize the new prescription was the S9 autoset, set for 10-13. She may have thought that my mom was just getting a new machine, and not actually a new prescription. I suspect that is what happened as a DME trying to switch it up on us, would have probably continued to try to sell us the model they wanted us to buy. She never did that.

I will be sure to make sure that the machine we get is the S9 auto with no escape. We will call Thursday morning and confirm that they got in the S9 autoset.

We had our new appointment to get my mom's machine. It was excellent. The paperwork had all been finished, and she had the Resmed S9 autoset. She also knew that I know how to read data, so she must have talked to the doctor to clarify which machine. Her demonstration for my mom was much better than the one i got at the other DME. There are a few differences with the overall package. My mom got the new humidifier tank that comes apart easily. She did not get the climateline hosing. Though the lady showed her that one as well in case she wants it later.

I also asked her about my quattro FX max as the cushion is starting to come loose during the night. She said the old ones did it all the time, so they improved the design by making a deeper groove for the cushion to fit in. So, my mask is the newer one. It is most likely coming out because it is 2 1/2 months old. She said some people get them to last a long time, and some don't. She's going to check my insurance to make sure I will have no problems switching over as they definitely have better service there. I got to use my new headgear (that the old DME said didn't exist), and my mask fit much better last night. Huge improvement. I also asked about the Mirage liberty as I can only handle the pillows for 2-3 hours at a time. She looked at my nose and believes that the smalls just aren't small enough for me.

She explained the warranty to my mom, and that if ever stops working, call the 800 number. Somebody always has a pager, and they will bring a loaner machine, even in the middle of the night. My mom asked if she had ever had to do so, and she said a couple times on the weekend, but so far, not in the middle of the night.

She was very knowledgable. She has observed a sleep study, somebody who was severe. She said they moved constantly during the diagnostic phase, jerking, and struggling. And then with the machine, they moved less and less and relaxed.

It was a really good experience, and she spent almost an hour with us. I really believe the first day with the problem was due to not having all the paperwork there, which had not been sent over from the doctor's office.

It is very nice to hear that once the original SNAFU got figure out that the DME turned out to be great. I really hope that level of service continues for you and your mother. Grats.

Glad it worked out! (I may have been hasty with my assumption)

Wish you lived in the Tucson area ... I'd want to know which DME ... Sounds like you found a good one!

Glad it worked out! (I may have been hasty with my assumption)

I may have been too hasty as well. I know I went with the purpose of making sure my mom got the right machine. When we got there the first time, the paperwork wasn;'t ready, and we had to wait. So, I was feeling a bit grumpy. And worse after leaving without a machine. I gave up 2 1/2 hours of sleep that day, and then knew I would be losing another 4 hours today since the appointment would be even earlier in the day. It was only later, while reading and responding to the posts here that I remembered the phone call I overheard before the appointment (the lady asking on the phone for the script), and her questions to my mom about not using her machine (the 2 year old sleep study mentioned that she had not used her machine in 3 years). The lady was telling her that Medicare would not pay if she was not compliant, and we trying to explain that my mom has been using it for 10 weeks straight, mostly over 4 hours a night, and she was using it ALL night for the past week. So, I think we felt defensive going in, and then the machine was wrong.

Today was completely different. The machine was correct, the lady's introduction to the machine was great. She helped us both with mask questions. I was hoping to have a different lady today, but I am glad that we had her again. She really was great, and had we gotten somebody else, I would continue to think it was her fault, when really, she had only gotten the outdated material, and not the current info that she needed.

they're both about the same. I probably would have taken the new Remstar 60

I'm glad it worked out. You should share the name of the DME because good DME's deserve the recognition.

Sometimes I love being wrong!