quipthomemedical.comAvis 

This company is awful! Good luck getting someone on the phone once you have their equipment. And the Richmond, VA office personnel are simply rude and unprofessional.

Technician James had come to service my new wheelchair when I was going to have hand surgery. He made the brakes easier to handle since I would be in bandages for a few weeks. He returned today to tighten them back out. This man is so kind and delightful to work with! James, thank you once more for your excellent work. Request James as your technician if you need one!

I have tried to unsuccessfully to engage Quipt two different times in the past few years. They have horrible customer service. In fact, it’s practically non existent. They make it difficult to communicate with them. And talking to a live person? Lol, forget it. Best to choose another vendor.

Calling in for different issues, being told someone will call you back and no one calls back. Outreach attempts for this latest issue began on 10/06. One day I get a voicemail and email from Brittany H requesting to confirm details in order to schedule a pickup of my equipment. 3 same day return call attempts (1st attempt 1min after voicemail), multiple outreach attempts in the following days and 2 emails replies, still no answer as of today.

Looking forward to being done with this org.

I have been doing business with Coastal Med Tech for many years. Always picking up durable medical equipment for my spouse. Always found the personnel polite and professional. Now since the rename of Quip Home Medical, I find the same level of dedication and professionalism. All positive experiences with everyone, Jenn, Jessica and Steve in Bangor as well as Molly in Ellsworth. Dedication and service excel.

I first purchased CPAP supplies from Oxygen Plus before it was bought by Quipt Home Medical a few years ago. I have been frustrated to experience increasingly worse customer service over time. I had a contact for a while who helped a great deal, but she recently quit.

While some of the staff were helpful and courteous, it seems that processes have been designed to keep staff in silos and they don't all seem to be empowered to assist by interacting with other departments or escalating to management. It took multiple calls and hours to try to figure out the situation.

I needed to order equipment & am new to Medicare and I wanted to ensure a smooth transition. I'm guessing that there are probably others who have been in that position, so I was surprised by how difficult it was to get a straight answer to simple questions.

I was transferred to Billing, where I was on hold for an hour. Then I was met with rudeness & comments about all of the regulations Medicare would require, about how I'd need to start all over again with my treatment, etc. Which made no sense. When I asked exactly what those requirements were, the person didn't know & put me on hold again...

So I called Medicare to find out. The agent was great! Did her research & assured me it would be a seamless transition. Entirely different vibe. No, I wouldn't need to start all over again. Friendly, caring, helpful.

So I called Quipt to say that Medicare had told me, no, I wouldn't need to start all over again, that it would be a seamless transition. I left the call ID as evidence. The response was that Quipt had their own regulations.

At this point, I had the impression that they were actually trying to make things difficult. Very frustrating experience!

Someone did tell me a manager would call. So then she did. What an experience. She immediately interrupted me every time I opened my mouth, talking over me; she gave me the impression that her intention was to bully me rather than listen to any of my concerns from spending a few hours on the phone trying to get some pretty simple tasks accomplished. She accused me of screaming at I believe she said all of her staff. And hung up on me.

I followed up and a kind agent expressed concern and told me that a complaint would be filed and that a higher level manager would be contacting me. I don't know if that will be happening.

I've seen similar behavior throughout the healthcare system. Don't answer simple questions. Have super long hold times. Deflect instead of looking for the answers for the customer. Bounce the customer around between departments.

And then when the customer gets understandably frustrated by the wasted time interspersed with confusion and rudeness, and chooses to push back against bullying behavior, then blame, judge, insult and criticize her.

The stress of it all triggered an AFib episode. I attempted to tell the manager about this consequence of all of the stress, but she loudly talked over me, saying she wasn't a medical doctor, and would not listen. It was simply stunning.

When I followed up the next day with Medicare, my contact was blown away by the awful customer service I had experienced and offered to provide me with a list of alternatives.

Oh, and the final expression of Quipt customer service is that I had been assured that my order for equipment was in process. After all of that wasted time, today they canceled it via email, saying they couldn't get the paperwork they needed. They never actually told me specifically what that paperwork was.

I have an appointment with my doctor tomorrow. Could Quipt have possibly shown me the courtesy of following up rather than just canceling and including incorrect billing information in the process?

Based on the criticism and depictions of my experience by that manager, I would imagine that I've been labeled and judged rather harshly.

I really do wonder what managers in these health care companies think that we customers are supposed to do in these situations.

We seem to be expected to take repeated hits of dismissiveness and disrespect, often while sick, have our time wasted, as a self-employed person, my money is wasted, too, and if we choose to express frustration, seek resolution, and push back against bullying, we're met with more harshness, criticism and judgment.

What a bizarre, disappointing, dehumanizing experience.

Follow up: a manager called me, did not listen to me, challenged what I had been told directly by Medicare, and when I corrected an incorrect assertion she was making about what I had experienced (aka gaslighting), she hung up on me. It seems to be the culture of Quipt. Disrespectful.