I can't thank the people at New west medical and in particular Faith for their help. We are in n the middle of a 2 month vacation and ran out of oxygen. Faith went above and beyond to help me get a tank so we can last until we get home. Great customer service!! Thank you so much! read more

I purchased a Leg Cast Protector on June 9. I was concerned it was too short (23") and was told to purchase and if too short return it. I determined it was too short by measuring cast and did not open package. On June 26, which was next time I was in Eureka I went to return it and was told returns had to occur within 7 days so no refund. There are now signs at the register, where you sign the credit card slip, and on wall stating the policy. Signs were not posted on June 9, nor was I told I had seven days to bring item back if not correct, and receipt does not state that returns must be made in seven days. When I pointed this out, I was told the policy existed for two months and no refund given. I find this to be unacceptable and will never give my business to this company in the future. I would give 0 stars if it was possible. read more

Broadway Medical - Mobility Equipment Sales & Services Near Me - Eureka, California

Beware, Broadway Medical was bought out by New West. Now *they* have to decide whether or not your equipment is necessary, even when prescribed by your doctor and already approved by your insurance. I am not the only person with this experience, read other reviews about New West lying about insurance approvals and denials. This is an absolutely atrocious transition from what was a kind and considerate local medical supply company. There has not been forthright or transparent advertising about the change, so be forewarned - the company that bought out Broadway Medical is an example of the worst of our for profit healthcare system. Even though they still list a local phone number, when you call, you will never teach the same place twice, and will be lucky to reach a representative who listens. When I first encountered this issue helping my grandmother recently, I chalked it up to transitional difficulties. Now, it is apparent that their business model is to make it as difficult as possible to actually receive equipment - even though they certainly can charge insurance with a quickness. We're still trying to figure out how they charged an elderly woman's insurance for equipment she never was able to pick up. Fast forward to last week my doctor sent in a prescription, then New West sat on it. Each different person I reached on the phone had a new version of events - one said they got half the info they needed, one confirmed they had everything they needed, the next said they were still waiting on the paperwork their coworker had confirmed they had received. I finally reached my peak frustration when I was told New West needed to have my full case notes and medical file so *they* could determine if I needed the machine prescribed by my established doctor, even though my insurance had already received that information and approved. Keep in mind, this is also an aid that I have had in the past and had absolutely no issue receiving promptly from Broadway Medical. The solution she offered me was I could drive to her office in Chico to look at the paperwork she had on file and what was still needed (?!?). It is truly sad when vultures like this company snatch up critical medical supply businesses in rural communities. We are trapped without alternative options for something that was previously incredibly simple. Admittedly, after months of back and forth, constantly changing stories and not getting basic medical equipment for my loved one and myself, I swore at the very condescending man I spoke with about how it was ****ing ridiculous for them to require more than my insurance, demand an excess amount of my personal medical information and withhold basic equipment prescribed by my actual doctor. Be forewarned, they're happy with patients suffering in pain due to their ineptitude but their delicate sensibilities cannot abide by adult language. I've been freed of being lied to by them several more times, because they refuse to service customers who finally have had enough of the run-around and provide verbal consequences for their antics. A word of warning, however, if you also decide to stand up for yourself - a New West representative retaliated against me and wholly misrepresented our conversation to my doctor. He fabricated that I didn't just swear at him, but used racial slurs. That is absolutely not something I would do, and the people in the car with me for the entire conversation can also attest that did not occur. Furthermore, I am myself am BIPOC, which they would have realized had they bothered to look at my demographic information. This is a rural community well known for the disparate harm faced by indigenous women when attaining medical services. The escalation in his retelling of our conversation could have resulted in my losing my primary care physician, in an area where there are very few others capable of taking new patients. It's truly appalling how New West deals with rural communities with marginalized populations, and the lengths they will go to in order to block care. read more

I called before driving in to be sure they received the order for my rollator. They confirmed it and said I could pick it up anytime. I pulled in one hour later and they had all the medical billing paper work ready to sign and a rollator "warmed up" and ready to go. They got the paperwork done, showed me the features and how to use it, removed the wrapping and I "drove" it out the door. Thanks for an efficient and pleasant transaction and everyone was very nice. I love my new mobility aide--it makes getting around so much safer and easier. read more

Broadway medical is now New West and let me tell you, they suck! Well over two months ago my doctor sent in a prescription for compression socks I waited a week and went in to get them only to be told they didn't have a prescription for me. I contacted my doctor and he resent it. Waited another week went in and was told they had to get approval from my insurance (Medicare and Partnership). They took measurements and told me to give them a week to 10 days, they told me that they would call me when I could pick them up. That was a little over 2 weeks ago. I went in their store today and after they found me on their computer they made 4 or 5 phone calls to other employees to find out what the message on my prescription meant. There were three people working the front end of the store and three or four in back offices. Long story short, I still do not have my compression socks because my doctor ordered one to many refills and the diagnosis was misspelled. Their customer service is terrible, they do not follow up with their clients. When my son and I were leaving, I told him that I was getting pretty aggravated with them and a male employee yelled at me, "You can always take your business elsewhere". I am looking for a different medical supply to do business with. These people are rude and disrespectful. Their right hand doesn't know what their left hand is doing. read more

An update. After 4 phone calls and a month later the disputed charge was refunded. I live in a small town with limited resources. When a business of this type operates here they have control of their market. They have every right to make money. But also a sense of compassion, community and consideration would be appreciated. They're dealing with sick and elderly folks. read more

Broadway Medical called me the first day after my mother passed. They said they were notified by Hospice that she had passed and they needed to get their equipment back. The woman on the phone was abrasive and offered no compassion, sympathy or condolences. You would think businesses working with Hospice patients would receive some training in communicating with families during this difficult time. read more

Tried to charge me for a extra payment without my approval. Did not return my calls and were not helpful.

I experienced good customer service when I recently went in to rent crutches and a rolling scooter for a planned foot surgery. While it did seem a bit over priced, the staff was kind and helpful. The main door is not on Broadway and there are so many signs in the window it's hard to see the one directing me to the other door off the parking lot. The place was clean and well stocked. read more

One star only because there's no option for zero Stars. This place is full of small minded people. Not helpful with my 83 year old mothers sleep apnea machine for weeks! They appear to be "helpless" as they put it. Won't work on their own equipment. Doesn't offer any solutions, has poor customer service. Hoping they will be forced to close their doors soon. They could care less about the customers medical needs. They seem to have a script that reads "sorry theirs nothing we can do." Not solution based business. Typically doesn't have trained personal. Bad attitudes. Go away Broadway Medical. We've had enough. Switching to Apria as soon as possible. read more

I experienced a person that accuses hearing impaired people that suffer from tinnitus of "yelling" at her. I was unhappy about what seemed to be an insensitivity to certain people with certain medical conditions and I'd hate to think that my appearance as a large woman of color had anything to do with it. Even though she was already aware and I had explained on previous occasions that I am literally deaf (cochlear implants) she was overly defensive and seemed to be gaslighting me. I was at fault for her accusations of either yelling or screaming at her. Ethnicity isn't an issue with me but more and more of my friends point out that they see me being treated differently in the community, especially since becoming disabled a few years ago. And these friends are not people of color pointing it out. Not my first, second or third choice for medical supplies. Especially because the owner, even though she messaged me, only placated me and "talked pretty" but essentially did nothing but what politicians are known for. With limited options I made the decision to have my supplies delivered despite my concern of porch pirates just so I didn't have to deal with the glares and condescending attitudes of the females at the desk. read more

They are one of the most difficult companies I have had the displeasure of dealing with. They don't have a respatory therapist and do not care. They are cold and cruel to patients. They refuse to have a back up plan incase of emergency and barrow generators from hospice when the power goes out. read more

Taylor is the best customer service anywhere I have experienced in a long time! She was not only accomodating, but went out of her way to help me with my cpap download that I needed for my DOT Physical(school bus driver) since moving home here to Humboldt from another state. She really knows her job and is the best attitude!! She deserves a raise!!! read more

I do not recommend this company or their services. It is a shame that if you live in Humboldt County with medical supply needs, that you are forced into business with this company whose bottom-line and profit-margins are their only concern. Terrible management and customer service. I'm furious that we are being punished for reaching out to set up a payment plan. Our state (WA) has been locked down since March and we are unable to leave our homes. Still, I am being charged a monthly rental fee for not shipping back empty oxygen tanks (on my own dime) simply because I spoke to them in January. It's too bad that management assumes I should have been able to ship the tanks before now. Have they considered that folks who use their services have trouble getting around, or other medical needs that prevent them from performing to your timeline or expectations? I'm thoroughly disappointed in the lack of compassion this company's management shows for it's patients. The manager wouldn't speak to me directly, instead provided guidance to the employee who relayed the disappointing lack of compassion to me through the phone. Shame on you for your lack of care for your community, especially during a pandemic. read more

8 months after my doctor sent BROADWAY MEDICAL the prescription (3 times !!!) for a much needed MOBILITY SCOOTER they still have NOT ordered the scooter! My insurance company and my doctor have repeatedly called them trying to speed the process up, no results, no explanations from BROADWAY MEDICAL, They have no empathy concern for an older persons mobility needs. I am transferring my prescription to a medial supper in Santa Rosa that will actually order the scooter for me. I give Broadway Medical a big F- for their services.. Do NOT waste your time with this infective vendor if your doctor has prescribed a mobility scooter for you. read more

I'm not sure why the ratings are low for these guys because I had a very good experience with them for a CPAP machine. The woman who does CPAP is named Taylor and she's great: knowledgeable, professional, and patient. Choosing a CPAP mask is hard since there are many choices and you never know how it will work out until you actually try it. She was great to work with, especially after having a terrible experience at Lincare, who were incredibly unpleasant to deal with. They also were very quick at processing my insurance. Even if your Dr. sends you somewhere else initially, I strongly recommend them for your CPAP needs. read more

I went in the store today after having struggles with my cpap machine and Kendale who works with the clients with their pulimary issues told me she was taking the machine due to failing the amount of time it was to be used from insurance. I explained that i was currently using it but had issues in the past. She raised her voice and said that I was Not. Not once did she offer to help with my issues when I had called before hand and started even to Giggle to the other staff there before I even walked out. Very unprofessional.. read more

I see a lot of not good reviews. I will agree, they are not helpful. I called Broadway Medical to see if they knew why my claims were being denied and they were not very helpful. Next, I called my insurance found out what the problem was, they just need to verify with me that I had no other health insurance. The insurance contacted Broadway Medical with me on the line and let them know that all claims are be resubmitted for payment. Simple fix, it would have been nice if Broadway Medical would have contacted me so this could have been cleared up sooner. I had no idea and just happened to log into my health insurance for something else and noticed that my claims were not being denied. read more

Yet another bad review, for the same reasons. Bad customer service, unhelpful and curt. The 'specialist' for cpap equipment seems to not be able to get the necessary info from doctors when this is not issue with any other company. Not sure if it's incompetence or simply not caring. read more

I have been dealing with Broadway Medical for approximately 10 years. I have a power wheelchair, and service was good when James was still there. The past year, it has been a nightmare. I first called in for service on my chair this time May 5, 2018. It is now December, and nothing has been done. I leave messages, and calls are not returned. In exasperation, I spoke to the owner 8 days ago, who promised to check into the situation and call me back. Still, no call, and nothing done. I have worn-out tires, a broken seat belt (which is a safety issue), and other things that need attention. These people are under contract with Medicare to service the chairs they sell. I would not recommend doing business with Broadway. read more

Just want to say best customer service to Crystal at Broadway medical gave me a call as soon as my husband stockings came in nice customer service over the phone answered all my questions and even came out to my car when I got there so I didn't even have to get out I had my granddaughter with me and my daughter. Hands down to her I appreciate her doing this. read more

Instead of diagnosing the problem with my power chair, or calling the manufacturer, they simply ordered a new joystick, a $1700 part. After waiting three weeks for it to arrive, they installed it and my chair still didn't work. Finally they took it in to discover it was a disconnected wire. I paid the repair charge. A month later I got a bill demanding payment of the charge I already paid. Really? read more

I work for a gentleman who has a scooter that quit working, so I called and spoke with James the repair man. He was wonderful to talk with and very helpful and understanding! read more

I always had a pleasant experience when I went here. I purchased supplies when my husbands Grandmother lived with us, as well as when our dog was paralyzed with "coonhound paralysis." Turns out there aren't many places you can find medical supplies for animals, but Broadway Medical Service had nearly everything we needed. The staff was always friendly and helpful to assist me, and save me money. Parking used to be an issue here, but nowadays the backside of the building has it's own lot, as well as entrance. read more

the Large Young Lady that works there is Very Rude Unkind And Should not be working for a place where you need to help people get medical supplies Very Sad to give a Local Place a Bad Name I will from Now on Order ever thing on line And we wonder way Our Local places are going under I went back 3 times and still they could not get it right Bad Customer service ,,,,,,,,bad matters,,,, bad employee read more

The receptionist was great,the rest was a nightmare. The respiratory therapist ( Livon Hooks ) didn't show up for work until 10:30, then tried to lie a say she had been looking for me for fifteen minutes, My appointment was for 10:00 and l had to drive over 100 miles to get there so l had been waiting for over a hour and watched her come in late. I had called the day before to made sure they were able to have my medical supplies there to pickup, I let them know specifically my name what I needed, I was assured they would have my supplies there. They not only didn't have them, what they did have was junk and priced over double what the right supplies would have cost. She was rude and disrespectful and didn't care if shopped there or not. Would not waste my time here. read more

If I could give 0 stars and leave a review I would. The inpatient & rude staff have no customer service skills. If I were a Medicare recipient instead of commercial insurance I would file a complaint with CMS. The staff have a total disregard for the amount of time customers must wait for what can be life saving therapy. Shame on you, hopefully some resourceful business person will open a real DME in Eureka and put you out of business. read more

I wish I could give them a minus score. This is a place who takes advantage of people in their most vulnerable time. First of all do NOT take their word for what your insurance is going to pay check it out for yourself. I was told I had to pay 20% when my insurance was paying 100% of durable medical equipment I asked several times if this was correct and thank goodness I did not take their word for it and leave my credit card like they wanted. My insurance had to call them and set them straight. That was only one horrible experience there were several other horrible experiences I have had in the less than 1 year I have been dealing with them (I wish I could change but since I started there with my Bipap machine I have to stay at least for awhile). Most of the employees I encountered there were rude and not at all helpful. I was even told by my mom's nurse when her Dr. prescribed a walker (she has Medicare and United Healthcare through AARP) do not go there you will pay more than if you just bought it outright yourself. read more

After being told three times that they hadn't received proper information via electronic fax from my doctor, I investigated what it would cost for me to purchase compression stockings on eBay. The amount that this cost me out of pocket is worth the frustration I experienced here. For all of the bad reviews I have seen on line about this company, you'd think they'd do something to improve their customer service. read more

If I could post with out a star, I would. Have been one month two weeks for an abdominal hernia belt. Finaly got a call but no big surprise they did not have my size, only sm,m,. Now I get to wait who knows how much longer. Not very proffesional or helpfull. read more

Shame on you. You have a govt contract to help people and you ignore it. I have a great friend that has been trying to get you to help her. It has been impossible. To anyone out there that has gone through this process of trying to get Broadway medical to own up to there contract with the state to care for the equipment that they sell. Please post and write, call, or email, your local representatives. They are getting paid, and you are getting nothing. read more

I also found their service to be rude and defensive, as if I was doing them a favor by shopping (never again) at this business. I can't describe fully how awful it was and how I got completely bad advice and wasted my money. read more

Unfortunately I have to give them 1 star because I don't feel they even deserve that. They could care less about the customer and their need for medical supplies. They take weeks to return a phone call and a couple of times didn't even do that, I had to call repeatedly to find out they didn't send the prescription in for approval. Setting my health back almost 2 months.Even then I had to call them to find out they screwed up. Their customer service is lacking at best. They come across busy and overwhelmed with a defensive attitude. It is such a shame I cannot give this local business a good review. This has happened to me 3 times now and I am beyond frustrated that this is one of our only choices. read more

Been wanting to build my own first aid kit since the store bought kits are lame and you can't find the good stuff at drug stores. Broadway medical had what i needed and a girl name Crystal was nice and help me pick out the right stuff. Smooth and easy! read more

I have never written a review before but feel moved to do so. It is tragic that Broadway Medical has such a monopoly on medical supplies for our area. Their customer satisfaction seems to be of no concern to them. Their equipment is absolute low end and in some cases dangerous. When I asked about the wheelchair rolling in the locked position, they told me that the wheelchair they dispensed will roll, but won't slide sideways. Not reassuring for someone who needs to depend on their wheelchair staying put. I asked to speak about a personal issue in private and the clerk said no, we needed to discuss it in front of the seven customers in the store. After waiting over a week for an important piece of equipment to come in, it was in the store but the person who managed that equipment was out and no one else could help me so instead of getting it on Friday, I had to wait until Monday. It was not a technical piece of equipment. The staff is curt, unhelpful and occasionally speaks in raised voices and one time a clerk hung up on me. I assure you I was being gracious but desperate for help. This is not just my impression. Now that I have needed their services, I have found this frustration and disappointment is rampant in the community. We are not talking about library books here. We are talking about the health needs of our community. I truly feel they can behave like this because they have no competition and we as consumers have no choice. I can not believe they are able to behave/practice a supposedly helping business in this manner and I hope others with the same experience will give them feedback. read more

Rude, Don't give a darn about customer service, prices are twice the average from other sources!

I left a small part of my CPAP home while on vacation. These folks had the piece for me! Saved the day!

I spoke to Audra at Broadway Medical after my original review posted. She is the first person I have spoken to that was polite and kind. She removed the charge from my account and said it shouldn't have gone this far. I am no longer using them but at least she fixed the issue for me. read more

I wish I could give 0 stars!!!! The woman who was working was extremely rude and absolutely did not help us. She told us that she would call us with updates on the the brace we needed, 4 days later my boyfriend called, only to find out they did not have the brace he needed and was not even going to call to tell him they didn't have what he needed!! VERY unprofessional and inconsiderate!!! Go elsewhere for your medical needs!!! read more

These poor people hate their jobs.How could they not?They are the go between for the sick and the insurance companies.As long as you don't expect them to return your calls or be the least bit helpful you won't be disappointed . read more