Valley Respiratory Services

We were connected to Valley Respiratory Services by Dr. P[redacted] of the [redacted]a after an exhaustive sleep study showed my 86 year old husband to be in need of a CPAP device. I believe the equipment was ordered on October 7, 2015. On October 8th, we were called by Valley Respiratory and told the tech who would deliver the CPAP and instruct my husband and me in its use and maintenance would be a half hour away and would call in the morning of October 9th to be told what time he would be coming to our home with the CPAP.. The tech called in the morning and said he'd be here between 9 and 10 A.M..
At about 8:30 he called again and said he had just found out that "they don't stock" the particular type of machine Dr. P[redacted] had ordered, and it would be Monday before my husband would get the required equipment, if then.
It could be reasonably expected that a company which represents that it has 27 employees and at least two locations would be professional and organized enough to have good inventory control and a system for checking availability of products to avoid a situation like this which caused a great disappointment and a degree of upset to a patient's' routine.

I used this company for two years for medical supplies and my experience was terrible. Note that I can buy most of the supplies I used to get through them online through Amazon and ebay for the same price or cheaper than what they billed me *after* billing my insurance; it's worth shopping around. If you choose to buy from them, I urge you to tape record any calls you have with customer service and save all documents. At first I thought they were great-- they came to my house and set up my equipment, and they told me they were there to support me 100% in adjusting to the sleep apnea therapy. It ended there, and I never got a house call again and rarely got decent customer care. When I called to ask about problems I was having, like my nose itching under the mask, (which I found through sleep apnea support forums were common problems), they told me they'd never heard of anything like it. Then, my machine shorted out while it was still under warranty. They told me they would send it in to get it replaced. They lent me a machine in the meantime that was an older, larger model that was difficult to carry through the airport during my frequent business travel. When I called back to check on the progress, I was rudely told I had to keep the machine they lent me and that I didn't get a choice in which machine I purchased, even though I explained that carrying the heavy machine aggravated my neck injury. I was able to get the newer model that I originally purchased, but it was an unnecessary fight. Next, I was incorrectly billed several times, and I had to spend hours on the phone with them and my insurance company to get it sorted out. Also, I called to complain that the mask was damaging the skin on my face, and they told me that no such thing ever happens. It turns out it's a relatively common problem, and there are cloth sleep apnea masks on the market for people who suffer from skin problems-- they just don't sell them at VR. This simply doesn't match their motto of 'putting the patient first'. Recently, I had a small plastic piece that should have been firmly embedded in the mask fly off of it at night; my husband and I ransacked the room and couldn't find it anywhere. I called to inquire about getting it replaced under warranty because the mask malfunctioned and the piece was irretrievable. They literally told me there was no warranty for people who lose things, as though I had intentionally lost the piece. So I taped the mask together and waited for three months until I could buy a new one with my insurance. Then they sent me the wrong mask, even though I read the product number to the customer service agent and confirmed my size with her. I asked if I could simply return it and offered to pay for the shipping myself. The manager agreed. It arrived the next day-- I have the USPS confirmation. I called a week later to inquire about my refund. They said the warehouse hadn't processed it yet. I heard nothing for a month and a half. I called, and they claimed I never mailed the supplies. I told them it arrived March 4 multiple times, and the woman tried to tell me I sent it to the wrong address because they moved, so it was my fault. Then I asked when they moved, and she said mid-April, even though I'd already told her it arrived March 4. That seems to me to be placing false blame. They were supposed to call me back the next day and didn't. Every time I call them they hang up on me when they put me on hold. I called back the following day and talked to someone understanding and competent. Looks like I will get my money back eventually because I saved the confirmation from the postal service, but I'm still waiting. Please use a different company or buy supplies online to save yourself from this hassle. The sleep apnea forums are much more helpful for adjusting to therapy than the VR respiratory therapists. Their attitude every time I had a problem with the therapy was that I should just tell my brain to keep breathing at night and none of this would ever happen to me.

This business either has an abysmal customer service capability or is a [redacted] scam. I took my Res Med Auto Set S-9 C-Pap unit to Valley Respiratory Services for repair on Sept. 30, 2013. After more than 5 weeks they provided an estimate for repair costs ($343.43). I prepaid this sum with my personal check #[redacted], on Nov 8, 2013, as per their demand. It is now over three months since I took my C-Pap unit to VR for repair and over 7 weeks since I prepaid for those repairs. My personal physician had recommended the Res Med Auto Set S-9 C-Pap for its special capabilities to aid my sleeping health. Although VR provided a temporary machine for the repair duration, it is a lesser machine than my personal machine. VR is also charging [redacted] for the replacement rental. Thus they are inconveniencing me, presumably collecting interest on my prepayment, and charging [redacted] for the rental unit while they stall. I obviously need a positive resolution.

I have been receiving c-pap supplies from this company for a few years now. They were good at first. I get new supplies every 90 days. I used to get a recorded message at the end of 90 days saying supplies were being shipped. Things have taken a turn for the worse a while ago. First, they moved their office and there was no forwarding address on the door. I had to call them to find the new address. For about the last year or so, every 90 days I have to call and ask about my new supplies. When I call they are usually shipped. I called the office last week as I had not received my supplies for end of March and was told they would be mailed out right away. Today I called as I had not received my supplies and it is April 11, and I was due the end of March. I was told that their label printer was not working and they could not mail my supplies out! I asked could they not hand write a label and send to me. Their response was that they would have to wait until the printer was fixed that made the labels and that was because that's the only way the Post Office could bill them or I could pick them up!!!!! They are not convenient to me. Looks as if I'm going to have my Doctor submit my prescription to another supplier. I don't want to go through this every 90 days. Customer service has taken a back seat with this company.