The phone system sucks. Always on hold forever. Communication is always trouble with the automated calls too.

0/5 stars. AVOID HME! After waiting about six weeks for HME to get my order for a BiPap correct, my machine failed on me. As it is only three months old it is still under warranty. When I went into to exchange it at HME, the guy tried to bully me into paying for the repair because he insisted I must have tipped my machine and gotten water damage. The code the machine was flashing indicated it could have been the blower, the motor, OR water damage. However, I never did anything to my machine that might have caused water damage. In fact, I was sleeping when the stupid thing shut off. HME is terrible. Reddit is full of horror stories about them. read more

I wrote a review 6 years ago about how pathetic this company snd customer service is and I have not changed my opinion at all. Trying to get new CPAP as my current one I purchased 6 years ago has exceeded its life. Additionally I see Lincare was sued $29 million dollars for Medicare fraud in 2023. Not surprised. Just wish I had another choice. Can't believe NM can't get some reputable company to serve patients. read more

My husband was recently admitted to Hospice Care. Alexis, delivered several items to our home sometimes late at night and I wanted to let you know how fortunate you are to have her on your staff. She was always professional, friendly, knowledgeable and took time to ensure I was familiar with the equipment and that I could call anytime I had any questions. There aren't many people like her today with the work ethic and caring attitude. Candace E. Sanchez read more

I have had this service for over 15 years for home oxygen. Lately, the service has been very poor! They discontinued using/servicing my "Home- Fill" oxygen system without telling me, then came and took it away when it acted up, leaving me with tanks they said they would fill for me weekly. I put in an order for more tanks three weeks ago, called many times since then and they never come. I am now out of oxygen and told them that yesterday and last night, still no calls or delivery, I just leave messages. STAY AWAY FROM THIS COMPANY, THEY TREAT YOU LIKE YOU ARE A BOTHER TO SERVE!!!! read more

HME is the worst company I have ever dealt with. I have been trying to get my CPAP supplies for over 4 months. HME keeps telling me I need addition information from my doctor. I have provided the requested information, and still no supplies. I have contracted them 14 times and have been either told that they needed additional information, or they say they had everything that was needed and would send the information so it could be shipped. I would wait a couple of weeks and still no supplies, so I would call again. Then I finally called my insurance company and they said that HME DID NOT need any of the information that HME was requesting from me! I am not even a new patient. I have used them for years. This time they have lied to me, they have made promises of delivery and I've received nothing, they are jeopardizing my health, so I am going to go with someone else that can provide me with my needed supplies. read more

Wife's oxygen concentrator went out in the middle of the night. We switched her to a portable bottle. I called first thing in morning. I was told they would have one out right away. Many calls and assurances and excuses later it is 5:30 in the evening and no replacement. HME is the worst. read more

Horrible customer service, no follow up. No return calls , like what other people list here. I been waiting 6 weeks for them to fill my order and because they have no insurance info they kicked it to the side instead of calling me. Messages left with the billing dept, Customer Service, NOTHING Then, when you reach someone and you push back wanting answers about why they didn't follow thru you get a sarcastic supervisor named "Sonja" that tells me well do you want the equipment or not? When I pushed back about I want to know why no one has called me to follow up, I get hung up on! Really this is how you show empathy for a patient's medical condition. When you can't answer the question you just hang up on the customer! Anyone having similar issues with this company needs to report them to the Consumer Affairs Division of the State NM Attorney General, also, call the NM Dept of Health about how their business is negatively affecting your health. This company has no leadership at the top, I was told you we don't give out their info, I guess they dont talk to customers, and was told, there is NO CEO. Apparantley this is part of why the company is just in a complete mess. Take your business elsewhere, you medical well being may depend on you going elsewhere. read more

Avoid at all costs!! My husband had a sleep study done many months ago and they determined he has severe sleep apnea and needs supplemental oxygen when he sleeps. They sent the results to HME months ago and we never heard a peep from HME. I called HME and spent over 40 minutes on hold. The young girl that answered said that they have yet to send the request to the insurance company. I asked what have they been doing for the last two months with the paperwork and she started making excuses that "we are really backed up" and "the demand is really high" and "the supply is really low". She said that they will send the paperwork to the insurance company and that it could be many more weeks before we finally get a cpap machine. Meanwhile, my husband stops breathing every night and wakes up with pounding headaches. DO NOT DO BUSINESS WITH THIS COMPANY. read more

Absolutely the worse! We ordered refill tanks for my wife on Saturday, they never came. Sunday never came. Monday, we called them, and after a two hour wait, they promised us they would be delivered to us that day, never came. Tuesday, called, couldn't get through, never came. Wednesday called, promised to be delivered, never came. Thursday had to take my wife to several appointments, we had just enough oxygen to do it and come home, never came. Friday my son sets out to their facility to exchange in person, and guess what? They came with a delivery only now I don't have the tanks, so they guy won't leave the new ones. I try to tell him all I had been through, he didn't care, he just told me "Well I just got the order today". Waiting over a week for my wife's oxygen supplies and he tells me he just got the order. Would you trust your life or the life a love one to these people? I'm already looking for another vendor. Absolutely the worse!!!! read more

HME is a hot garbage company and is an example of why monopolies are bad for people. I have been a customer for a decade. HME somehow has managed to not get worse during the pandemic. How? They've been so bad for so long there's no room to fail harder. 4 years ago I needed a new bed. I got it. The tech didn't install parts correctly and I tried to get this repaired. Instead I was given the run around so long I qualified for a new bed. I am still trying to get this bed. I am a paraplegic who has Ehlers Danlos Syndrome and chronic cancer. I need a bed. The mattress doesn't have anything left. Its a plastic lump as thin as paper and full of holes. I have spent the last year on cardboard. I don't have a working pressure pad so I am constantly getting pressure sores. I recently got my wheelchair repaired for the first time in 5 years (also HME Monopoly land) so have been sleeping in that, though this isn't great. It's actually a dangerous thing to do but I don't have more ideas. I am six foot 4 and also rotate to my loveseat. This is desperation. You would think HME would want the money for the repairs or replacement but instead they never call, they lose your prescription, they somehow don't listen to the correct name even when you spell it. Monday my spine dislocated because of the bed. There's things I cannot supplement my wheelchair or couch with. It did it again on Friday evening. This lead to me vomiting from pain because it is that bad. My rib has been dislocated since. I tried their supposed competition but they're so inspired by HME's rude customer service staff and neglectful behavior they lied not thinking about when they couldn't do the job. There are no good options. My advice is to magically not become sick or disabled. If you figure out how to do that let me know. read more

Hold time 30 minutes and still no one answer you !! Need a walker and no one willing to help you

My daughter is special needs and requires the use of incontinence supplies. She has received them from HME for many ,many, years but recently its been a nightmare. Not once , not twice, not 3 times within about a month and a half time frame we have been told that they needed a prescription refill from the Dr. and then they needed Dr. notes , and 3 times I have had to bother the primary physician for the same thing and HME's response has been that they did not receive them and now on the 4 time same HME response the Dr. asked me If I wanted to pick up the paperwork with the information to hand deliver to HME. Hme has not supplied equipment for months and now the next thing a disabled patient should do is hand deliver papers to HME, why doesn't HME send a courier? HME supplies medical equipment to patients with medical needs and should be making patients lives easier not add more work or frustrations to both the patients and especially busy physicians and its not like I haven't contacted HME's customer service about the issues , nothing has been done about it. They should be ashamed of themselves. I am at my Witts end and will be taking my business elsewhere read more

Every oxygen company in New Mexico unfortunately sucks and HME is no better. Usually they're pretty consistent with oxygen deliveries but today oh no we've been waiting all fucking day for my grandmothers tanks to be delivered and they come up with a new excuse every time on why it hasn't been delivered. GET YOUR SHIT TOGETHER! Or I am filing a report with the BBB and possibly a step further this is ridiculous you motherfuckers literally have people's lives in your hands. read more

These folks have the absolute worst customer service. portable oxygen concentrator doesn't work unless plugged into the car or wall. called and they were supposed to be coming on Friday.... never came. Called again today and was told they were scheduling to come by today. NEVER SHOWED! can't go anywhere because of a nonfunctional portable device. We need to find another provider! read more

I used this company for supplies I was needing. Every time I call in I have one issue after another. Today I got a bill for supplies that I received two years ago and they seem to not have billed. When I asked for the documents and supporting the bill they said they would have to research them. When I asked why they were billing so long after the services they could not give me an answer. When I mentioned that according to the insurance company they were beyond timeliness they could not give me answer. I would say stay away from the company. read more

Wish this could be a zero. Hold time is 30 minutes and up. Takes forever to get to the point to leave a call back #. Was scheduled to have a pick up today, they would not even give me an approximate time. Finally at 2:00 pm I called and when they finally called me back they were no help and the lady actually hung up on me. I called back again and did get a nice person (Margaret) who did call the warehouse and low and behold they finally called me about the pick up. Was finally picked up at 3:45. I guess they figure if you are elderly you have nothing better to do all do....NOT TRUE. I hope and pray I never have to use them again. read more

Well I did my investigation. According to my insurance they just didn't do their do diligence before they quoted my price. I'm still not very happy with customer support they're very vague and short when speaking with them. read more

I needed oxygen for my dad and they had me wait two weeks they kept making excuses why they could not get it delivered to my house. I called multiple times was put on hold forever with no results. I finally was infuriated and got on the receptionist how critical it was for my dad to get oxygen. She hung up on me. I was so pissed I looked up the address. It was less than 5 minutes from my house. I went there it was a maze, there was no real identifiable signs. I just started opening doors at the facility asking where can I get oxygen for my dad. I finally had someone direct me to the proper door. I knocked rang the doorbell and no one came even though I could see people in the office and they could see me. Finally someone came to the door who was the manager and helped me get what I needed for my dad. The girl at the front desk needs to be fired her customer service skills are WELL she does not have any and could care less to help people. I was there and a older lady came in she was put upon to help her. I was treated well by the manager but after two weeks of calling everyday. I am read more

The sleep study center I used sent me here to receive my ASV machine (similar to a biPAP / CPAP). I was very concerned because of the poor reviews I read, but I thought I'd give them a try. I had an appointment with Michelle and she was wonderful. She walked me through every step of what I needed to do to set up the ASV at home. She instructed me on using the app and how to adjust things to make the ASV as comfortable for me as possible. I could not be happier with how my appointment went. From the first reach out on their part to schedule my appointment through to getting the machine, I have been treated respectfully and on time. I'd recommend this location to anyone. read more

I have been using HME in Albuq, NM for years. I used to be on oxygen tanks for my COPD. I experienced a lot of issues with cust svce over the phone in the past. Such as, being put on hold and no one returned, asking billing questions and they didnt really have an answer, paying my portion of the insurance and still getting another bill from HME. However, recently I was approved for a portable oxygen concentrator and was dealing with Roxsanne in customer service. She was helpful, knowledgeable and understanding. She took the time to listen to my concerns and is a real asset to this company..More of their personnel need to be like her. I am glad to see this company is hiring personnel that want to help their customers and have compassion for people who are elderly and have health issues. Keep it up, HME. You are improving. read more

This may get long, but the building was not what I expected it to be. First, I passed by this building a lot. It took me awhile find the way in. They have an entry way on Westside with a sign of the company, but the gate was locked. The open entry way is on Golf Course with no sign. It looked like it led to a dead end because the building was walled off, but the road goes around the building. They have a lot of doors. I don't know where the other lead to, but the door I took led me to two more doors; HME or HIT. When you walk into the HME Specialists side, it reminded me a tiny convenient store. I think they have a sensor when someone walks in because someone walked out from another door that look like it led to an office/clinic. The door had a sign that most office/clinic have. It is about respecting other patient's privacy, but I feel like having us check in in front of everyone waiting in this tiny convenient-like store sort of violates that. The building is so big, but why is this place so small??? Anyways a specialist came out and told me he'll be with me in 2 minutes. I thought "No problem. That's probably like 5 minutes". I think I waited another 10-15 minutes. This guy who had the same appointment time was seen before me even though he came after me. He was even late. I was kind of irritate at that point. He was taken into a clinic-like room outside with the store. Why was it not behind the other door, where they respect privacy so much? You can still hear everything they were talking about with the door closed. As I was waiting, I was getting worried. I read their reviews and I heard another woman discussed her father's CPAP mask/cushion with an employee about how they were not last as long as they're supposed to. What if that happened to my equipment? I was finally taken into the clinic-like room. The specialist guy was very kind. He was humorous about being late. He was very detailed about helping me setup everything and made sure I understood the equipment/paperwork. I don't like the fact I has to order replacement parts over the phone. I was hoping it could be done on a website. I know nothing can last forever, but I am surprised these equipment don't last long. You need replacement parts every 3-6 months. I hope this equipment/therapy will be a better experience for me. read more

Was working out of town and had a major problem with my cpap mask. They got me fixed up and back on the road in no time. Literal life savers!!!! Thank you girls so much for all the help! A+++++ read more

Scammers. My 18 month old daughter had home oxygen for one week after 9 days in the hospital for RSV. This was back in January and just tonight (end of August) I did some investigating because I got a bill from them and found out that they have been billing my insurance since February!! Over $500 in insurance charges that my insurance paid for services NOT rendered!!! That is called FRAUD! I hope they get shut down!!! read more

I am currently using both a CPAP and oxygen concentrator from HME. Tuesday morning at 12:30am, the concentrator started alarming. I promptly shut it down for fear it might cause a fire due to malfunction. The next morning, I called customer service to get it repaired or replaced. The HME employee took my information and said someone would come out to repair or replace it, that day. I waited all day without a return call or new equipment being delivered. So I went to bed that night without oxygen. The next morning, I called again and was again given the same story by another employee who said someone would be out. By 4:30pm, I called again because I knew they would be closing and I wouldn't get a delivery again. This time I got an employee who said he could see the initial and secondary request were never given to the equipment manager or driver. I was dumbfounded as to how two HME employees could make this horrible mistake and let a customer go without oxygen for two days! Lord help me if I had needed oxygen 24/7. It took two days, three phone calls and three agents to get the equipment. I missed two appointments waiting for the delivery because no one could give me an estimated time for the delivery. When the delivery guy did drop off the new machine, he didn't even ring the bell to let me know he dropped off the new equipment. Per current Covid protocol, they ask for the malfunctioning equipment to be left outside. Understandable but a follow up call would have been nice to be sure I knew it was there and that I received it. I put in a complaint with their customer complaint department...not that I expected much. But I thought someone should know about the quality of service they were giving and that it might be a liability risk should the same situation happen to a truly needy individual. The agent didn't apologize but just said they would retrain their staff. I wish there was a way to persuade Presbyterian Healthcare to get another home equipment contract and report this place to insurance companies, JCAHO and other Healthcare entities for poor business practices and really poor customer service. read more

HME is a bunch of crooks. I was switched to a biPAP machine, AFTER I had completely paid on my CPAP machine. The tech stated that she had to take the old machine, even-though it was already paid in full. This is a horrible company and I am filing a grievance with my insurance and with the New Mexico Department of Health. The last time I check, we were still in a Democratic Republic. What is your property is your property. This will probably get very ugly but they are not the first company to take advantage of the "system" Home healthcare seems to be extremely corrupt. read more

Received the home concentrator and it sounded and rattled like my sixty four Chevy. Find a much more quieter machine from Lincare home medical. Their unit also had a water container to help moisturize my nose. Thank for nothing HME. The service was extremely poor. Called to have them come pick it up and the sales rep told me I needed a MD order to do so. Gave me some BS that they were the preferred provider for my insurance. Really, maybe because their product is inferior and thus they charge my insurance less! Wow. Totally shady business practices. Stay away! read more

Horrible customer service, and I used to work for this company. They do not update their records. They were billing me for services that were never rendered. They haven't billed my insurance at all. And rather than call me on the "undeliverable" supplies, they wait till i call them only to say "there was an issue".... I would definitely not recommend this company to anyone at all. read more

I needed a simple power cord for my CPAP thought I would just run by and get one. Well that's not going to happen I talked to a lady there that in formed me they do not take walk in. And being I waited six months for a mask from these people I wasn't going to wait for a simple power cord . I told the lady that I've had trouble getting supplies from them and she said sorry and I needed a appointment. I told her that I would not be back and she just walked away. So I went to A&R medical the lady there was so nice. She checked the machine and the power cord was bad she went to the back got a power cord when I went to pay she said no charge. Awesome service that's where I will do business from now on. read more

My sons monthly supplies are always missing some. Also every time my son gets a new doctors order for new equipment they make it almost near impossible to get. I'm looking to change to Apria or A&R if I don't have answers by end of day Monday. Ever since the first order last year for medical equipment for my son it has been HELL with this company. Not to mention I don't think they even read their reviews. I'm filing a grievance against them with my sons insurance. read more

Painfully inconsistent in response to requests for service. Perhaps if enough of us asked Presbyterian to contract with another provider, things might change. read more

The negative reviews here pretty much sum up my experiences with HME. I would add that their packaging is ridiculous and harmful to the environment. Today I received 6 pillow masks and 6 c-pap filters. Each was packaged separately in a plastic bag about 6x12 inches. The masks are small and the filters measure 1x2 inches. The bags containing the filters were put into yet another plastic bed. This is apparently how ResMed packages them, but HME does business with them and doesn't seem to care. At one point, the sleep clinic I use stopped referring to HME because of all the complaints. They improved for a while, but are now back to their very poor procedures and customer service. read more

The absolute worst experience where a simple task of picking up medical equipment no longer in use at home by mother who's now in hospice nursing home. These people have terrible customer service skills can not convey simple instructions, after setting up the day of pickup the week before. They had all day from 10am to show up and they didn't. This caused me to drive across town next day after calling and complained in the morning. The mgr from distribution spoke to me after contacting the drivers and said they would be here by 2pm and they would call me- which they did not do . I left to meet them at 1:20pm got here 1:40pm. It's 2:50 pm now they're still not here. I was told at 1:15 by distribution Mgr that the drivers were just down the road nearby. Driver called now and said they'll be done in 5 Mina and drive is 15 mins away! Instead they went to two jobs and after my calling HME several times was told mgr was at lunch. Does anyone know how to do their damn job? It Started w the first customer service person last week when I gave her explicit instructions when the apt will be open (on Wed 4/4/18 from 10am on) to pick up the Med equipment. She was too lazy to include that information that wasn't conveyed to drivers yesterday. They called at 730pm asking to get it then, which was too late as the people hired to clear the apt out had left end of the day. I can't make this sh*t up if I wanted to. You guys need to train all your people- wasted time and money. read more

Wow this place is terrible. I've been attempting to get a replacement cpap for months to no avail. I don't understand how they even stay in business given how difficult it is to work with them. Go elsewhere is my advice! read more

This place is awful. No customer service. If I could have given them "0" stars, that would have been too many. Go somewhere else, no-go anywhere else. The business is a waste of time and energy. They will not help you. read more

I have waited two months for supplies. They said they called but they did not. I will never use them again. CPAP supplies are not "nice to haves" but essential medical equipment. Presbyterian needs to drop this vendor. read more

The products at "HME" are high quality, however this location is extremely disorganized and the customer service both on the phone and in person is terrible, there is total indifference to the patients needs at "HME", there is no concern for patient privacy. The warehouse employee came to the store front with my order and discussed my order details in front of other customers. The customer or more to the point the patients/community they serve seem to be nothing more than an after thought. Out of the seven people they served while I was there everyone had a complaint, one customer sarcastically wished me good luck on her way out. I would be surprised if anyone working there has ever taken the time to read the "HME" mission statement posted on their website. It is unfortunate that this local home grown company is so out of touch with the people, patients and community it is supposed to serve, and It is with much regret that I submit this review beccause with more oversight and proper training HME has the potential to shine in our community, they have totaly lost sight of their own mission. The reviews for the Osuna store are just as bad. I can buy medical equipment from 10 different stores across the metro where I will be treated as a valued customer with care, compassion and dignity. I've advised the staff at my doctors office to use another medical supplier for my medical supplies in the future. I will not use HME again! read more

Their Infusion center is top notch. My wife is prescribed daily infusion to survive and tailored pharmacy meds just for her, weekly, is a requirement that HME/ HIT folks have been on top of for months. Always delivered timely and professionally mixed and packaged. Always attentive to our needs with excellent attitudes and excellent product quality. Many. many Thanks to all of you! read more

This is the worst company I have dealt with ever!!!! There customer service is horrible. In 5 1/2 years I have dealt with this company they have gotten 4 orders correct. I use a Vpap machine and oxygen at night and can not get my supplies in a timely manner. I did not receive the last order I placed and when I inquired about it I was told they were too busy. I tried to get them to give me a full mask setup because I know they have them at the Westside office. I was told I was not entitled to that only the cushions. I think I am entitled to have my supplies in a timely manner and not have my health put in jeopardy. Finally got a package today almost 3 weeks late and of course it was not right. I was suppose to get sleep machine supplies...what I got was 2 catheters. They have a contract with my insurance company and I am at there mercy. Will be calling insurance company to plead with them to change suppliers. Happy with my insurance company but might have to get a new health insurance just to change suppliers. This company calls themselves specialists....the only thing they are specialists in is incompetence. read more

I found out today that much of the problem has been caused by the staff at my doctor's office. Yesterday they finally faxed the much needed information to HMS. That info was requested by HMS two weeks ago! read more