When I picked up my cpap machine from Alberto at Envision two weeks ago he told me that he was ordered by my sleep clinic doctor to only use one particular brand and model machine, no other ones and that he was giving me a really good machine and "not to tell anyone, but I'm giving you a self-adjusting machine that is even better!". I told him my doctor prescribed the self-adjusting to me anyway. And chances are the doctor didn't request "one specific brand or model machine" since my insurance didn't specify it - I have also since researched machines and he gave me a lower and brand machine than what my insurance would have paid for, most likely billing for a more expensive machine and pocketing the difference. Then he tried making me take a full face mask, saying they didn't prescribe a nasal one. I told him the doctor already told me he would let me use one, we had had that discussion. So he called the sleep clinic and they allowed it so I got one anyway. (I later saw the original insurance authorization and all those things he was supposed to prescribe were listed on it, and he lied to my face that first day and said they were not authorized). I knew from day one he was a bit shady, but I didn't realize until 2 weeks in that he was as bad as he is. During these 2 weeks I had so many problems with my mask that I was unable to use my machine and had to get a new mask. Last Thursday I went in to his office and had to wait for him to get back from lunch in order to switch masks (if he had returned my call earlier that morning he would have known I was coming by). Every time I called his office to speak with him about my issues he was never there, always on a call or out to lunch and he wouldn't return my call, or would return it at the end of the day. So the mask he ended up giving me Thursday wasn't even supposed to be issued to the public because written all over it was "sleep clinic only -not for retail". And the nasal pillow didn't even clip into the head gear like it was supposed to because "it was a faulty system" by the manufacturer. He also said that was a problem he was "working with the company about fixing with their design" (who is this guy that he had clout with the manufacturer). I had air leaks constantly. He didn't claim to even have masks at his "store", that they were in their warehouse only, on the other side of town. He had thought out loud about having someone from the store go pick one up that afternoon, but changed his mind. He was going to give me the new one the next day, but ended up making the appointment to deliver it to me for Monday morning at 11am. So Monday came around and he never showed. All weekend I was unable to use this mask because it was faulty. By 1 pm I called his office. No answer. At 1:30 I called again and had to leave a message to have Alberto call me back. When he did return my call around 2:30, he said he had called me at 10:30 that morning, but I never answered, so he didn't come by. What, you don't do that to patients. I told him I never got a call, that he must have called the wrong number. He said he did call & that it just rang and rang. I told him no call showed up on my caller ID and that I have voice mail. So he looked up my number in my files on his desk, I heard him shuffling papers and quietly cursing, and repeated my number to me. Well yeah, the number will be right if you read it to me from my file! And who argues with the patient anyway. I told him I was still home, after having set aside all my afternoon errands to wait for him, and that he could still deliver it to me. He said he couldn't because an employee was leaving and he had to cover phones. At that point I just needed him to apologize and say he would deliver it that afternoon. However, he continued to keep the blame on me for not answering my phone. I have now switched vendors and I am done with this company.
When I picked up my cpap machine from Alberto at Envision two weeks ago he told me that he was ordered by my sleep clinic doctor to only use one particular brand and model machine, no other ones and that he was giving me a really good machine and "not to tell anyone, but I'm giving you a self-adjusting machine that is even better!". I told him my doctor prescribed the self-adjusting to me anyway. And chances are the doctor didn't request "one specific brand or model machine" since my insurance didn't specify it - I have also since researched machines and he gave me a lower and brand machine than what my insurance would have paid for, most likely billing for a more expensive machine and pocketing the difference. Then he tried making me take a full face mask, saying they didn't prescribe a nasal one. I told him the doctor already told me he would let me use one, we had had that discussion. So he called the sleep clinic and they allowed it so I got one anyway. (I later saw the original insurance authorization and all those things he was supposed to prescribe were listed on it, and he lied to my face that first day and said they were not authorized). I knew from day one he was a bit shady, but I didn't realize until 2 weeks in that he was as bad as he is. During these 2 weeks I had so many problems with my mask that I was unable to use my machine and had to get a new mask. Last Thursday I went in to his office and had to wait for him to get back from lunch in order to switch masks (if he had returned my call earlier that morning he would have known I was coming by). Every time I called his office to speak with him about my issues he was never there, always on a call or out to lunch and he wouldn't return my call, or would return it at the end of the day. So the mask he ended up giving me Thursday wasn't even supposed to be issued to the public because written all over it was "sleep clinic only -not for retail". And the nasal pillow didn't even clip into the head gear like it was supposed to because "it was a faulty system" by the manufacturer. He also said that was a problem he was "working with the company about fixing with their design" (who is this guy that he had clout with the manufacturer). I had air leaks constantly. He didn't claim to even have masks at his "store", that they were in their warehouse only, on the other side of town. He had thought out loud about having someone from the store go pick one up that afternoon, but changed his mind. He was going to give me the new one the next day, but ended up making the appointment to deliver it to me for Monday morning at 11am. So Monday came around and he never showed. All weekend I was unable to use this mask because it was faulty. By 1 pm I called his office. No answer. At 1:30 I called again and had to leave a message to have Alberto call me back. When he did return my call around 2:30, he said he had called me at 10:30 that morning, but I never answered, so he didn't come by. What, you don't do that to patients. I told him I never got a call, that he must have called the wrong number. He said he did call & that it just rang and rang. I told him no call showed up on my caller ID and that I have voice mail. So he looked up my number in my files on his desk, I heard him shuffling papers and quietly cursing, and repeated my number to me. Well yeah, the number will be right if you read it to me from my file! And who argues with the patient anyway. I told him I was still home, after having set aside all my afternoon errands to wait for him, and that he could still deliver it to me. He said he couldn't because an employee was leaving and he had to cover phones. At that point I just needed him to apologize and say he would deliver it that afternoon. However, he continued to keep the blame on me for not answering my phone. I have now switched vendors and I am done with this company.