This is a new company I had to use to get my new CPAP machine. They are located in Niagara Falls and have an office in Williamsville. At first the frustration of mixed up paperwork and not receiving return calls was a bit much. Once we got past the few hurdles and insurance information, things got smoother. There were times when the paperwork wasn't being matched up from one department to the next, so some prompting and follow through was necessary. Ultimately they shipped my order out efficiently read more

They charged me for equipment that was never used and returned I do not recommend using their services...

I have been dealing with this company in Niagara Falls, NY for @ 9 years. Each time I have needed assistance, I tell myself never again! At times I have had to drive 20 minutes each way to see if I could get a person. At times they were closed during business hours. Even with an appointment, I was lucky if I found a receptionist. About 3 weeks ago I mailed in my SIM card so they could send a report to my doctor and return the SIM card to me. I called May 4, 11 and 13 to see where my card was. On the 13th a person told me they had mailed it. I'm still waiting on May 21. read more

Have billing problem, have called and Emailed many times, no response. Very poor customer service

Customer service over the phone is archaic. They can't look at inventory on the system, but rather have to message the store, wait for a response, then let you know they don't have what you need. It's been like this so long and with all the complaints they get you'd think they would change their ways. It's a 10 minute drive, but I'll drive 30 minutes to another place for better service. read more

I write to commend Tina B. in the Niagra Falls location for her outstanding customer care and professionalism. Tina's bedside manner, demeaner and overall customer care was outstanding! I would like to thank her for the expedited service in getting my health care needs attended to and delivered. She was able to have the medical supplies delivered to me within 24 hours by the lovely young Kim (east Syracuse), our delivery person. Kim was very professional and eager to explain and help anyway she could. Kim explained the usage of the healthcare systems she delivered; she was a good communicator and was extremely timely. She was prompt, arrived exactly when she said she would and no surprises. Thanks to both of these people who work for your company! Thanks, Keep up the good work, Ed Dodge read more

Nick helped me out today with supplies for my C pap and a return that I had. He was very helpful, patient and knowledgeable. I really appreciated his help. I've been dealing with HSS for several years now because I appreciate them and have had no problems whatsoever. read more

Although they were running behind and were an hour and half late. Keyon was absolutely amazing, very professional. He was extremely pleasant and very informative. He set up the equipment and walked me through everything step by step. He truly was a blessing and I am thankful. I pray he is recognized for his professionalism and his graciousness! He, alone, is the reason I would recommend this company! Thank you, Keyon! read more

I strongly advise against using Health System Services (HSS) in East Syracuse, whose supplier is in Niagara, unless you want to experience constant frustration. (After East Syracuse handles the initial setup, the Niagara office takes over for supplies and insurance coverage.) Over the past 15 years, I've worked with several medical supply companies, but none have been as inept, uninformed, and aggravating as HSS. My experience as a client was brief--only four months--but that was more than enough to raise my blood pressure. Each time I called, they seemed unfamiliar with my account and would leave me waiting for long periods while they "looked me up." Even when they called me, if I asked a question, they would either draw a blank or respond with phrases like, "nothing in your account notes" or "someone will need to look into that and get back to you," which, of course, never happened. They repeatedly billed the wrong insurance company, despite me providing updated information multiple times. I was supposed to receive CPAP supplies every three months. Although HSS called to confirm my order and address, two weeks passed without receiving any supplies. When I called to inquire, they were unable to provide an answer and kept transferring me to different representatives. Eventually, one rep admitted that although my order had been processed, "someone forgot to follow through and ship it." Seriously. A medical supply company that handles life-sustaining equipment failed to ship my order? It was beyond frustrating. Dealing with their Niagara office became so time-consuming that I eventually reached out to my sleep center to tell them about the terrible service I had received. They immediately set me up with another CPAP supplier, and I returned my CPAP unit to HSS in East Syracuse, receiving a receipt for the return. Two weeks after I canceled my account, I received a call from HSS in Niagara offering to send me supplies. When I informed them that I was no longer a client and had returned the equipment, they claimed to have no record of it and insisted I was still on their system. This led to yet another call to East Syracuse, who assured me they had faxed the return form to Niagara, but, unsurprisingly, Niagara never processed it. Four weeks later, I received a bill from HSS in Niagara stating that insurance hadn't paid anything, likely because they had billed the wrong insurance company again. While the staff (which consisted of just one person) at the East Syracuse office was more pleasant and helpful, they couldn't seem to get the Niagara office on the same page with my account. The East Syracuse office also has an unprofessional atmosphere, with no reception area and just one person handling everything. During the initial setup, the office was under major construction, with building materials scattered around, creating a hazard. As someone who is disabled, this was particularly concerning, and I nearly tripped over a sawhorse and onto a circular saw. The representative was late and didn't have any sample masks for me to try on, which led to the wrong size mask being provided and caused further issues. In contrast, my new CPAP supplier has a full staff, a reception area, and offers a much more professional and organized experience. They know who I am when I interact with them and address my questions promptly. HSS is by far the worst medical supply company I have ever encountered. Their lack of familiarity with patient accounts is not only frustrating but dangerous. How they manage to stay in business and retain clients is beyond me. After the chaos they caused with my account, I switched to a more reliable CPAP supplier. Save yourself the headache--avoid HSS. read more

my friend was discharged on o2 and this company did not deliver home o2 the sameday. the only tubing that the patient had got split in half and tiny holes in it. no return call from the company so we had to put tape on the holes. the patient was very anxious and scared. read more

This used to be a great place. Customer service is terrible, they do not return calls, are closed by 4 pm. I'm moving to a different company after being with them for a log time. read more

Absolutely horrible customer service. I've been waiting on CPAP re-supply for 2 months and this is probably the 5th time its happened. Customer support has told me over and over again for weeks that supplies will be sent out only to get a phone call saying that I have 400+$ in collections because HSS made the same mistake for the 5th time. Nobody calls back, nobody helps, nobody is held accountable. AVOID AT ALL RISKS. read more

Very poor customer service. They never answer messages and only after calling 3 times did they finally respond to my calls.

I have had multiple bad experiences at this business. They rarely call back and several times when I had called they were short and snippy. The worker who set me up originally was great, but following that the service only went down hill. When someone calls your business you should respond in a timely manner and when you talk to a customer you should be respectful. Needless to say, there are other medical supply businesses out there and I'm taking my business someplace else. The only time they reach out to you is when payment is an issue. read more

A patient with extreme sleep apnea needed a new cord for his machine. After 6 hours of phone calls, voicemails, and waiting he got the run around. He could not get a cord. This is ridiculous. The patient already went one night without his cpap machine and now has to go another night without it. He's been a patient for more than 12 years and their customer service & empathy are horrendous. If I could give minus five stars it still wouldn't be how horrible this company is and they should be ashamed to have treated someone this way. read more

Do they still have anyone to answer the phone to get supplies ? Do they return calls ? I need a mask and probably need to look for another provider! I'm very disappointed. Thanks read more

We receive BiPAP and supplies for my mother. Always helpful and many useful tips to care for her at home. Took care of my sister in law during very difficult times and they were there for us whenever needed. read more

I called this company on the recommendation of a friend. I talked to "Jeff" who listened to my needs and issues. I made an appointment expecting a measurement with a weeks long waiting period to follow. Totally not what I got. They arrived with a perfect product for my home and needs, ready to install that day, and they did not leave until me and my mom had been thoroughly trained on the system. PLUS they matched a competitors price. The installers were friendly, helpful, and dog friendly. Thank you so very much!! read more

No one ever answers the phone! Customer service is horrible. When I did get to speak with someone they were nasty and bothered O even called. It took 3 weeks to get my equipment for my mother. I will never go there again read more