Unpleasant experience with cpap.com

I haven't ordered from them yet. But they seem to have one of the best reputations around. They have to be better than most local DMEs. But, they should follow their own policies:

https://www.cpap.com/cpap-faq/Insurance.html#104

Will my insurance company reimburse my online cash purchase?
...
https://www.cpap.com is a cash based, high volume, direct to patient business model. We avoid dealing directly with insurance companies and pass the resulting savings to our customers.

However, we do provide our customers with an insurance compliant, itemized invoice that contains applicable insurance billing code(s) for each item purchased.

Sleepy-in-AL seems to have shown that there were several problems occuring.

Apparently a problem in the Billing Department, maginified by a problem in the Customer Service/Sales department.

Fortunately, it seems the someone in the Upper Management Department rectified, at least "Part", of the problem.

Linda.... I meant to ask, did "Christopher" ever actually apologize to you ?

Thanks, Tim

Sleepy-in-AL wrote:

CPAP.com wrote:However, we do provide our customers with an insurance compliant, itemized invoice that contains applicable insurance billing code(s) for each item purchased.

It appears to me that CPAP.com does follow their own policy.

I also got a package deal both times I purchased machines. The first was for a BiPAP-auto + heated humidifier. The receipt I received contained the appropriate billing codes for each item, however, the two items (and this is the problem Linda described) were not priced separately. This was not a problem for my insurance though, or at least I was not made aware of it being a problem since BC/BS paid 100% of the claim without complaint.

Regards,
Bill

Anonymous wrote:Sleepy-in-AL seems to have shown that there were several problems occuring.

Apparently a problem in the Billing Department, maginified by a problem in the Customer Service/Sales department.

Fortunately, it seems the someone in the Upper Management Department rectified, at least "Part", of the problem.

Linda.... I meant to ask, did "Christopher" ever actually apologize to you ?

Thanks, Tim

No, he didn't. When I ended our conversation commenting that hopefully he had learned something to help him do his job better in the future, he barely let me finish my sentence. He said that "cpap.com never amends invoices, and that this is the first time he's ever seen it done". No, he was a basic "know-it-all" and a "I'm-always-right" kinda guy. I think customer service is not his forte. He was never nasty, just emphatically not helpful. As others have said, probably just a bad day.