Until recently, I have been both pleased and impressed with the service I've received from Impakt Medical in-person and phone representatives. That is, until I received my 5/23/2026 CPAP mask and air filters wadded up and crammed into a thin manilla envelope that was no bigger than the size of a greeting card. My mask is a lifeline that keeps my oxygen saturation from dipping to dangerously low levels while I sleep. To see the callous way in which this critical item was shipped was shocking. Though I forwarded a complaint, along with the picture, there has been no response. I'm still having to get by with an older mask. read more

Impackt Medical - Smashed CPAP mask and filters rec'd 5/23/2026 - Medical Supplies Near Me - Santa Cruz, California

if I could give a zero I would... this review is about the people you speak to on the phone Anna and a different girl CPAP supplies. NEVER NEVER do business with this company. I asked for them to send me my supplies one week early because I had a doctors appointment and needed to have the new style mask to make sure It worked OK. I even offered to pay for it the prior month and they still would not send to me. I told them I was moving the end of this month and to reschedule my appointment with the doctor would've been two months out so I could not do that because I would already have moved. I am looking for a new supplier. I couldn't tell you how many times I had to explain the situation to them and even asked to speak to the owner or manager, and they refuse me that as well. read more

Impakt has given me excellent service for years. Bryant and Jason are knowledgeable, friendly, and genuinely care about their clients. I have no idea why people have given them one star. That is a mystery, Five stars for sure! read more

Look for somewhere else please. Dont go through the big mistake I made.i wish I had soemone told me it or read the reviews here.now I am singed in. My insurance will not pay for another place to get my CPAD machine. I called medical and reported them. They have better supplier through them to provide professional services. This is place is nice untill u sign the papers.then everything changes.good luck u get the answer u needed or on-time replacement parts and equipment with them. They need to learn and become professional toward their customers/ patients.. And for the ones who have them more then one star.my question is.are they real customer or impakt medical relatives and friend here. You can not play with patients life.your customers are your patients. read more

I had an appointment on 11/13/2025 in the Santa Cruz office. If I remember right Aline was the person I saw. I was seen on time and she was very professional and friendly. She explained how the pap system worked including use and cleaning. Reviewed all the paperwork involved. Their was no upselling of any products. Medicare covers 80% and my secondary the balance. Medicare will send automatically the filters and nose inserts automatically every months. She also said if I have any problems with the unit please let her know. read more

The person who called me about my supply order was rude and unhelpful. As they were referred by my SLEEP BEALTH MD group, I'm not at all surprised. read more

Great Service. Aline was amazing!!!!!! the resupply people that call me are great too. read more

I thought they were great. Until there was an issue - and consequently, I will be going elsewhere for my CPAP supplies. Customer service is severely lacking - rude, unresponsive, unreasonable. Customer beware. read more

they helped me out/after long conversation- my first month with them , lets see, still be aware , i read others reviews yestarday and wished i read them before read more

I received CPAP supplies through Impact Medical for many years. They contacted me when I was due for supplies and shipped me what I needed right away. Whenever I called they answered or returned my call promptly. When I first started using a CPAP machine, I was awkward in using it and brought it in to get help twice. I was assisted immediately. I never had any problems or frustration with their service. Because of a change in health insurance, I can no longer work with them, and the reviews for customer service for the companies I CAN work with are abysmal!! Gives me so much appreciation for the service I had. read more

Terrible service, unethical business practices. I was overcharged 100% on shipping charges per FedEx, and asked for an explanation. After 5 messages "Sir" Bryant"...yes, his staff refers to him as that (aka the owner), said he would send a refund. I got a refund of $3.00 along with an itemized list that showed shipping, packaging labor @ 1.25, tape @ .25 etc. all for a 15 lb CPAP machine. read more

Aline at Impait was exceptionally efficient, responsive, thorough, and compassionate. She worked diligently with others to expedite my husband's appointment for a CPAP when she understood the severity and risk associated with his sleep apnea. We could not have asked for anything more in this situation. We did visit the Santa Cruz office in person rather than making contact by phone. read more

BEWARE OF DOING ANY BUSINESS WITH IMPACKT MEDICAL LLC. I would give them -10 stars if I could. This company knowingly avoided contacting me to let me know that the Phillips Resperonics BiPAP machine that I was using had been recalled. Continuing to bill Medicare for the machine they know I shouldn't be using and that can cause cancer. They knew about the recall in the summer of 2021 and I just received a letter about the recall from them in October 2021. So Impackt Medical has been billing Medicare for four months $143 per month for a machine they know that I was not using. I was being exposed to harmful deteriorating foam in the recalled machine With absolutely no contact from Bryant(owner salesman) in Santa Cruz. I had to hear about it from a FB friend. BOYCOTT IMPACKT MEDICAL LLC . I terminated my use of the machine that should've been covered under warranty by Impackt Medical. I was a previous customer of Apria and I am now back with them. I am getting a new REZMED machine from Apria, NO PROBLEMS. BEWARE OF IMPACKT MEDICAL LLC LOCATIONS. HEADQUARTERS 9722 Fair Oaks Blvd, Suite B, Fair Oaks, CA 95028 - (916) 844-7800 SANTA CRUZ 700 Frederick St, Suite 301, Santa Cruz, CA 95062 - (831) 304-0700 LOS GATOS 14125 Capri Drive, Suite 8, Los Gatos, CA 95032 - (408) 331-7773 COMING SOON! SANTA ROSA 990 Sonoma Ave, Suite 19, Santa Rosa, CA 95404 read more

My friend was told to give them their credit card over the phone for a fully covered item, because they said they mailed one nasal cushion too many, they refused to mail my friend their 6 month mask and water tank refill. My friend called them every time for refills for 7 months when they're supposed to call every 3 & 6 months for 3 & 6 month refills of equipment that are all fully covered. Every time my friend called, they demanded a credit card, refused to mail overdue much medically needed equipment, interrupted repeatedly, said their name wrong repeatedly then saying ma'am instead with every sentence when m friend asked them to stop. Every time they said they will call the shipping department, the supervisor and the manager and call my friend back before 5pm the following day. They never called back once for two months before my friend finally reported it to her doctor office saying to please refer to another CPAP company. My friend was always kind, polite, listening, never repetitive, always calm and respectful, giving all requested information with patience, and understanding. Impakt Medical very unprofessionally and inappropriately should mistreated my friend, mailing equipment to an old address 15 miles away when my friend is poor & has no car. They demanded she go pick the very large and heavy box up, refusing to mail her a new one unless she gives them a credit card over the phone which sounds like an ID THEFT PHONE SCAM. I have checked other reviews, there are similar complaints from other customers. My friend's being a victim of negligence, disrespect and denial to receive medically necessary and fully covered durable medical equipment is why all customer patient victims of this company's poor phone service with no call backs, with other serious failures, should be reported to their doctors, to the Better Business Bureau and to their insurance company, in addition to who renews their business license in Sacramento County, CA. read more