When I call with questions or requests, the call is answered by what i assume is a call center. The reps are extremely helpful, courteous and professional. When they try to reach the local branch (Wyoming, MI}, they generally have to leave voice mail and ask them to call me. I never receive a call back. When I am able to talk to a woman at the branch, she is rude and condescending. I am assuming that it is always the same woman, unless they are unfortunate enough to have more than one such employee. Just a tip- if you hate people, don't work in a service industry! Conversely, the delivery people are generally outstanding. Specifically, a man named Andrew was courteous, helpful and answered all my questions. 1 star rating for the branch customer service and 5 stars for Andrew! read more

Seen by my primary care and found to have very low oxygen when walking. He prescribed supplemental oxygen, and faxed prescription to AirwayOxygen. I called Airway, in Wyoming, when I arrived home to check the status. The person on the phone was VERY unhelpful..They were closing in a couple of hours and the earliest they could deliver, assuming insurance compliance, would b in 3 days (Monday), leaving me without oxygen for the weekend. I then contacted CareLink in Hastings who promptly solved my problem including getting my prescription from my primary, and delivering my supplies within 2 hours. Received a phone call form Airway latter that evening saying they had a prescription and could they deliver. When I told them of my prior conversation, the person was apologetic and said it shouldn't have happened. Nice to have the apology, but the oxygen would have been better. Can't rely on Airway. CareLink went over and beyond. read more

I called the after hours service. I was on hold for an hour. Record came on to leave a message, and they would return my call. Very frustrating! I gave a 1 star review, because I couldn't leave a -10 review read more

Highly recommend you check your receipts and medical billing. If you have love ones using their products please please monitor all the billing! Make sure your identity doesn't get stolen or love ones. Get all receipts check double check triple check stat on top of it file every receipt read more

Due to a recent diagnosis requiring CPAP equipment, I selected this location because it was closer to work. It took several weeks to get in due to a system upgrade they were going through at the time, and for some reason, I kept falling through their cracks. After dozens of phone calls and leaving many voicemail messages that were never responded to, I finally contacted my doctor's office. My doctor's office went through the same issue, but was able to get a hold of someone to finally call me back to set up an appointment after over a month! I arrived at Airway Oxygen on Clydon Ave 20 minutes before my appointment. The line inside was long, but I waited my turn to check-in. I was witnessing, in real-time, the poorest interpersonal customer service in my life! She was absolutely horrid in how she was dealing with the customers! Fortunately, a gentleman came from the back and asked if anyone had an appointment, to which I replied "I do", and was asked to accompany him to his office and will get me set up. Dealing with him was probably the only positive experience I encountered when dealing with this business. Since then, for almost two solid months, I have had absolutely horrid experience with this location. Of the 8 or 9 phone calls and voicemail messages I left in a week, I would not get a callback. Once, on a rare occasion, I would get someone on the line, only to be met with either poor attitude, or just plain clueless. I am still unable to resolve billing issues with them, as they are currently overbilling me. In addition to the billing issue, I am unable to order 30-day consumables (per the contract THEY provided), Airway Oxygen will not fulfill any orders that I have been placing, their reason is I am only eligible after 90 days, though the contract clearly states differently. I have decided to just get my supplies through a website. Yes, I do have to pay out of pocket, but I get the supplies I need without having orders canceled for no particular reason. I have also found that the "rental fee" I pay to Airway Oxygen will cost me more after one year than actually buying outright the same make/model CPAP machine from at least two websites that specialize in CPAP equipment. I have been using CPAP.com and have excellent results! I just uploaded a copy of my prescription and was good to go. Everything at a fraction of the price and in stock, and the customer service is great! Airway Oxygen, how are you still in business? read more

One of the worst customer service and billing companies, I've ever dealt with. The drivers delivering the product and the equipment are great. But I have had nothing but problems with Airway/Adapt office people and there billing. I would get two bills a month around the 10th and 20th with two different amounts. The first one ALWAYS said your past due and owe more than the final bill. This for me is needed medical equipment and for them to put you through this billing nightmare and lack of office help was totally unacceptable. read more

Zero stars. My wife needed her oxygen equipment and she called she was put on hold for a hour and a half. Equipment was delivered 10:00 pm. The delivery guy was very great. The office needs to get their act together before they end up out of business read more

This should be a negative 10 for stars. They have been charging my insurance for supplies, but never send any to me. When I call them they tell me I just got supplies or that my insurance company doesn't cover them. When they call me, they would ask how is the cpap working. I would respond with ok or good and when I try to ask when will I get my supplies. They hang up on me before I can even finish asking. I am done dealing with them, changing to another supplier. read more

Website hours are wrong. They're only open 10-4 impossible to get there. I've been waiting a week for a cash transaction return credit in which they tell me it has to go through approval with no idea how long it will take. Fast forward to today, one hour and 15 minutes on the phone with billing. This store billed my transaction under another family member then proceeded to cut a check and send it to the other family member and not me. That check will take 8-10 wks to arrive then the other family has to pay me my refund. read more

This Business is a SCAM... I was in the Hospital and they delivered a CPAP machine. Never set it up and never even checked it out nor even let me know that it was there. The driver threw it in the corner of the hospital room and left. I finally found it when a nurse asked what that was in the corner. She said it up for me. It didn't have a disk in it to record its usage. Airway billed my insurance company for payment. My insurance company wanted to know how much usage has been for the last 90 days. They didn't have it because they didn't put a disk in it to record it so they thought to send in an old reading from a few years ago. Yes the insurance said no we want the last 90 days now. Well they didn't have it so instead of asking me to bring it in so they could update the machine. They did nothing about it. I have been talking with them five or six times about it and have been trying to work with them but it doesn't matter they just want there money. So now I get a collection agency trying to collect. Airway Oxygen has been sold I know twice in the last year and I now understand that the company is owned by another company outside of the United States. I STRONGLY BELIEVE THAT THIS BUSINESS DOES NOT KNOW WHAT OR HOW TO BILL INSURANCE COMPANY OR WHAT A GOOD USA COMPANY HANDLES BUSINESS. read more

Nobody answers the phone. Ordered a headstrap for my cpap mask weeks ago. Was supposed to be drop shipped and received within 3 days. Still nothing. I have to literally drive there just to get a status on my order. Ridiculous. read more

You guys suck. I'm over here crippled trying to get a walker and you can't even answer the phone?? I know you guys aren't that busy common. When I finally got off hold the woman who answered was extremely rude and unhelpful. Your customers are already experiencing medical issues, we don't need to deal with this bs on top of it! read more

Am allergic to the face mask I received. Called & placed an order for face mask covers and was charged & sent a new face mask. When I called to share I received the wrong thing, the customer service and sales employee shared they didn't make a mistake ("because they wouldn't make one") and wouldn't refund their error. Why would I ask for the same mask I already have that I am allergic to, when the purpose of my call was to get the covers. Absolutely some of the worst customer service I've experienced EVER. read more

I have been using them for about 4 years. Quality of service started decaying over the past couple of years. I would call and request new supplies. I would not get anything. They would have no record of my call. This happened a few times. Before, they would send me supplies on a schedule, which I assumed was something I agreed to and was ok with. They never send something right away. It makes them one to two weeks. The latest fiasco is that they sent me the wrong parts. I would have to cut the old tubing and duct tape the new tubing to the connector to make this work. Not sure if it will work, but they are not sending me a replacement because it has been more than 5 days. These tubes are not cheap. So, they expect you to open everything and connect it within 5 days, even if you are out of town or out of the country. Not their problem. I've had the same machine from the beginning and got it from them. But, they don't know what I use? I complained, but their response was nothing. I am not using them again. read more

Do NOT buy a breast pump from these people, especially if you have Priority Health coverage. They charge a $20 "upgrade fee" that is not covered by insurance, despite breast pumps being covered 100% by my insurance. I checked, nobody else charges this fee. When I went to return the UNOPENED package, they refused to accept the return claiming that it had been opened. Dishonest people with deceptive business tactics. read more