This supply company in St Augustine has been so helpful to me. The staff is friendly and eager to help me figure out which supply would be a good fit for me. I appreciate them so much! read more

I had a really good experience here obtaining and being trained on a CPAP I need. Samelia picked the absolute right machine and nasal mask for me. She was very patient and thorough teaching me to use it. They did all of the insurance work as well. It was a very smooth process and I will go back there for my supplies. read more

I hate bashing companies, but this one has the first place prize in the worst service I've ever received. And, reading some of these other reviews, it's not just me. I spoke on the phone with a CSR who said that my father's CPAP would be $9/month with $42 upfront. We agreed to those terms and scheduled an appointment. We first came to the office and sat to wait for our appointment. Out of the corner of my eye, I see a roach crawling by. Now why would there be a roach in any office that has "medical" in its title is a mystery to me. I ignored the warning bells and we went ahead and met with David, the respiratory therapist. He explained about the machine, took the $42 in cash, and took our credit card info for the monthly payments. We left supposedly happy and satisfied, but we didn't imagine what might be heading our way. A couple of days later, we find that not only they've taken the cash that we've given them, they've also charged us the same amount on our credit card. We called, Sarah (wait till you hear what happens to her) left me a voicemail with two options, one of which wasn't sanctioned by the company and both of which she wasn't authorized to make. Unknowingly, we agreed to let them keep the money and in return, they would notate the account as paid in full. A couple of months later, we needed supplies, and it took them upwards of 2 months to send them. That wasn't a problem as we were traveling, but goes to show how prompt and respectful they are. Fast forward to 6(!!!) months later, when we start receiving bills. It wasn't $9/month as Sarah said, it was actually $17.77/month. Our cash payment wasn't even registered in the system, and Sarah's employment had been conveniently terminated. Calls to the office went unanswered, the billing company was no help. I had had enough of this company, and decided to take matters into my own hands and drive there. I spoke with Lisa, who's apparently always on a conference call, even when she's out of town. Lisa had the nerve to tell me that she would call me with updates about my insurance, and to be fair, she was consistent and I NEVER heard back from her. She said she would deal with the billing company and settle my bills, but lo and behold, I receive another bill, this time with a higher balance and a late fee! I drove there again, and she wasn't in the office. Two emails and many, many, many phone calls later, problem was solved. But knowing this company, I wouldn't be surprised if they still had something up their sleeve. Needless to say, we ended business with them. read more

Tried multiple times to pick up my machine for being non-compliant even though they have been provided the SD card and reports from my doctor. In 6 years I didn't use the machine one night and that was because I didn't have power. Been trying to get a replacement supplies since June. Finally comes into today. Filters are not for my machine and they ordered the wrong mask. I'm only giving 1 star because I can't give zero. read more

Have been harassing my 84 year old mother at home and now for three days and have also started calling me at work (three times). They want to deliver oxygen when she already has another service in place. I explained to no avail. Very rude and will not stop calling. Said they will not stop trying to deliver unless the doctor rescinds prescription. Seems like Medicare/Insurance billing is their main objective not customer service. Or in this case, former customer service. read more

Unbelievable. This place is the most incompetent, unprofessional establishment my family has ever encountered. We NEED oxygen, and they routinely mishandle orders, "forget" to fill orders, and ignore multiple phone calls begging them to do their jobs. Not sure if they are banking on the older clientele not holding them accountable, but they need to consider that the older clientele have families, some of whom are not afraid to sue them into oblivion if need be. We have dealt with Lisa and Jay, and believe us when we say we are building our case. Also check the negative reviews on yp.com. read more

I wish I could go minus 1 because this agency is submar with their customer service as well as any services you may require. I have been working on a hospital bed for my mom for 2wks only GOD knows when it will get here read more

I received a CPAP machine back in March 2018 from Matrix Medical in St Augustine. The people there were fine at getting it ready for me. As i have had some problems with the CPAP that are my responsibility since then. 1) Nasal infections from the nasal unit. My problem. 2) Matrix Medical in Colorado billing me for accessories I did not order. 3) They also billed Medicare for the accessories (double dipping). 4) When I called to remedy this billing situation they became very unfriendly and attempt to put the blame on me. They offer no remedy to any contention they cause. Time to call Medicare and the BBB on St Augustine Matrix Medical and Matrix Medical in Colorado. Richard Tench -Flagler Beach read more

Matrix Medical/AeroCare is a horrible business. Not only are their employees extremely unhappy(overheard at their morning meeting while the manager was berating them with several customers including myself in the building) but they are also horrible in customer service. I have worked in customer service since I was 15. That's over 15 years of experience. I've been a part time employee all the way up to assistant manager. I've worked for large companies such as Walmart & At&T and one thing, perhaps the most important thing, is you do not berate employees in the presence of customers. It makes the company look horrible, makes you look worse. You do that behind closed doors. Time and a place for everything. I spent the past year taking to Matrix over the phone to get ready for my CPAP. Every single time I called (over 20 times) they told me it would be $9 a month. Never ever more. I asked repeatedly if there was any upfront copay besides the $9 and the answer was always no and they would call me if anything changed. I even had them run my insurance multiple times over the past year so I wouldn't be surprised with any additional charges. So I got up early this morning and sat at their office for an hour waiting on David(who was running late) to come fit me. As were talking he tells me it's going to be $200 upfront. You can imagine the shock on my face. When I explained what they've said on the phone they blamed it on an employee, Sarah, that quit monday(even tho multiple people told me the same thing) no apology for any misunderstanding or anything. Nothing. The manager Lisa kept trying to shift blame instead of taking ownership of her employees mistakes. I should have known better because they have horrible reviews and they will get another from me. This isn't about the insurance charging stupid Co pays. It's about the manager not owning up to her employees mistakes. Their office is also extremely hard to get to, tucked behind other buildings and very little parking as the guy who was unloading their machines was needlessly taking two parking spaces even though his van was empty. Their address is wrong on yelp as well. All around it was a horrible experience and I will never use their business and will not recommend them to anyone. read more

What a disappointment, the sales person, didn't explain that the things he was stuffing in my CPAP machine that I had to pay for them. I even asked, to which I was told o ly the replacements. When I contacted the billing department, instead of trying to fix it, sent it to collections...... Talk about bait and switch ... More like outright deception. read more

My husband has been trying to get his equipment for FOUR MONTHS. We've called repeatedly and Lisa insists she submitted the claim to our insurance. Oddly, the insurance company hadn't received anything until about 3 weeks ago. He needs this equipment to BREATHE and she dragged her feet. My doctors office has called repeatedly, I have called repeatedly, my husband has called repeatedly and we STILL haven't gotten the equipment. What's worse is I spoke with their supplier today and she said the order has been sitting with Lisa and that we should not try contacting St Augustine for orders because they don't know what they're doing. read more

Awful! The field rep showed up today to drop off an overnight oxygen test for my 82 yr old mother. We were not told anyone would be coming today whatsoever so weren't home. The rep left a phone message for me, but when I returned the call, he was somewhere out of the area and could not get to us. I called customer service 3 times throughout the afternoon to schedule either for me to pick it up or be given a time when the person would return. I tried calling the rep, but his voicemail was full the rest of the afternoon. I feel sorry for the elderly or disabled that have to deal with this group. It's disorganized, chaotic and lacking for services and communication. I recommend using another company. Medicare also has a contract with Lincare and Apria. Update: Matrix called today and left a voicemail message. I called back and there was a pick up of the phone and a hang up. I tried again, another pick up, hang up. I tried a 3rd time, pick up, hang up. Who knew the interaction could get any worse? read more