Lincare

We had used this Lincare in the past for oxygen supplies. I called on Oct. 22, 2016 and asked how long it would take to get a bipap machine. I was told "a couple of days," so I switched service to them and had the doctor's orders sent to them on Oct. 23. I was actually there when they received them. They said it might take a while to get it through insurance and get a machine ordered--maybe 10 days. Believe it or not, they evidently do not have them in stock. I asked if I could rent or buy a machine until the insurance came through, and the manager herself told me she would have no idea how to bill that and had never heard of such a thing. So we waited. I called every Monday morning. First I was told they would order it even before the insurance approval came in so that it would be there faster. But they did not do this. Then I was told the insurance approval came in, but they had to order the machine. I was told that same thing again the next week. Then I was told the insurance approval had not come in, even though they'd told me twice already that it had. At this point when even the hospital staff was troubled by our wait, I had them call for me, but the call was not returned. I asked twice to speak to the manager, but she never returned my call. Other times I was told "I'll call you right back," but the call never came. So finally, going on the 8th week since our order was placed, with a patient at home with SEVERE sleep apnea who needed the machine right away, and they knew this, I just said "What time today can we come in and get our machine." They made an appointment for 3:30. We arrived at 3:25. By 3:45 we hadn't been helped. I asked if the manager knew we had a 3:30 appointment, and we were told she was "doing paperwork." Wouldn't you do your paperwork BEFORE the time of the meeting? So we got our machine, and get this--she then told us we could BUY a machine, which she'd denied before! So--lots of misinformation, lack of responsiveness, carelessness.

I am very dissatisfied with Lincare in Newport. They don't get back to us when they say they would, don't get us our supplies in a timely manner. I can't speak, so don't have an email address to contact them. Poor customer service.