I stopped here with my grandpa to pick up a new CPAP machine. He set an 11am appointment and we showed up early, they were able to get us in pretty quickly and we worked with Maria to go over the new machine, doctor's recommendations and the best mask for my grandfather. Maria was very thorough, clear and professional while going through everything. You can tell she's great at what she does by how she makes sure to go over details, different situations and scenarios and best practices without overwhelming the client with information. I had no idea we'd be spending over an hour here when we first arrived, but she made sure to set the expectation right away and also kept things light and engaging so it wasn't a boring experience. She also treated my grandpa with respect and allowed him to ask questions and speak on his experience with his previous machine to gauge the differences. Other than the CPAP machine, we all walked around to see if there were any items that would benefit them. My grandma found a couple items and was able to test them out around the store. One of the employees (his name escapes me but he had a Buc-ees mug), helped us go over a couple items to pick the best option and I was able to pay with him. He was also very nice and wasn't pushy about purchasing items and showed a genuine interest in getting my grandparents the best fit for their items. I am not sure how pricing on these items compares to elsewhere, but it is nice that people can test out the items here and take them straight home to use. I've looked at some items online and I'm always concerned it won't be a good fit or that the quality may not match what you read online. Here you can see it, touch it, use it, sit on in and see if it's right. read more

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Customer service follow up is very poor... bought a golden mobility scooter. Had to make several calls and left messages. Wasn't happy with the resolution. If the representative is ever in the same situation hope they remember this!!! read more

They can't get the supplies that I need. They don't tell you the truth. I dislike business people who don't care.

we purchased a chair lift a few years ago. I called for maintenance and no one called back. occasionally l call and still no callback. We only live a few miles from them is why we went to them. DON'T SHOP THERE! read more

I needed CPAP supplies. The employee behind the desk for CPAP could not have been more condescending, terse, or rude. Like I haven't been using this machine for 10 years! I now go elsewhere. I also saw that the first 'expert' mask fitter was still there. He gave me a mask that slipped down onto my front teeth. That 'expert' choice was absolutely ridiculous! I had to go back to get a new one that was probably 3sizes smaller. read more

If I could give these folks a -0 I would. The ladies working in the CPAP part of the business are overly rude and never helpful. Never been in there that they haven't had an attitude. read more

This company does everything possible to avoid speaking with their customers. I've called several times and navigated through the answering system to end up with someone's voice mail. When I finally did speak with someone at Patient Aids (on my third call) I was told that the person that I needed to speak with is at a different location and was ensured they would have that person call me back. It's now been three weeks and no return call. I'm done with them and will start ordering through Retail Medical Solutions (RMS) in Erlanger. read more

0 Stars if I could. I have been trying to get a Wheel Chair for a patient with no transportation options. It's Feb. and we have been at this since October. Between needing the proper documentation and the communication between Dr. office and Patient Aids we are still no where. I'm trying to look at other places, but the lack of customer service here is in dire straights. The people answering the phones do not sound happy to be there, and that's ok, however patients are suffering and this lack of motivation to get this rectified is definitely been noticed. I'm going on my second time calling today and being on hold for over 40 min each time only to have no one pick up the phone. I don't know if it's because their money maker is oxygen and pap's, but they offer other services and those are severely lacking. Makes me think the oxygen and other big money issues may not be worth the hassle with the customer service. They should be ashamed! This patient is suffering and they simply do not care. Hope their day is fast, because it's obvious they are there for the paycheck (or lack thereof if my experience is anything). Do better! read more

They have difficulty returning phone calls. They use an automated phone system to resupply CPAP equipment. It is horrible. November I received a phone call and it would not recognize my numerical or voice responses. I called 3 times to the Wilder office, and couldn't get a return call. Here we are in January, and my new insurance deductible needs to be met, so I have to pay out-of-pocket for my new equipment. Rest assured, it will not be through Patient AIDS. read more

How this company is still in business is beyond me. I will be the first person to say bad reviews are sour grapes having worked in customer service or dealing with the public at every job I have had. The sales person My wife and I had while looking for scooter for both of us was ill-mannered, unprofessional, egotistical and a couple things I wouldn't say about an enemy. They don't want to be helpful they want you to buy, pay and shut up and leave. I have notified my medical providers not to recommend or use them and will be notifying my insurance company to drop them as a supplier. Not that that will actually do anything but it will be on file. read more

I had no problem placing my order today via phone. I did have to wait a couple of minutes on hold but they were able to connect me to the proper dept. and I was able to place my order within 10 minutes. People need to realize that they are slammed with calls and are doing their best. I believe they are screening calls too now to help ensure that the people truly needing supplies are getting thru and getting what they need versus people calling in a panic to order ahead and stockpile. They said I should get my order in 7-10 days which is in line with previous orders. read more

My doctor referred me to this place for my supplies two years ago in their customer service was absolutely horrible taking forever to get a referral which is it turned out they did not need and then did not listen to my wishes as far as how I wanted to pick up the supplies. Fast forward to this year when I'm supposed to get a whole new machine and they contacted me at 9 o'clock in the morning on Thursday with which I was still asleep at the time. I tried calling back twice that same day again on Friday and then the following Monday it got absolutely no one leaving the voice message and never getting a return call. This place has the worst customer service and it makes me wonder how they could even remain in business with the way they failed to respond to customers needs. Stay away from this place if at all possible! read more

Should have listened to others. I rented a scooter from them for a month, $70. They wouldn't rent it any less than one month even though I needed it a week, but whatever, I agreed to this. As soon as I got home my neighbor saw me on the scooter and told me "I've got one you can have, take that back.". Literally an hour after I left the store i called. They said they'd have someone call back, and didn't. I called three times, they never returned my calls. When I went to return it the man at the counter said "I remember you, we spoke on the phone." I reminded him he never returned my calls. He just handed me a receipt and walked away. Horrible customer service, will never use again, which is bad for them as I'm clumsy and will need a scooter or chair again I'm sure. read more

I too would give this place a negative star if possible. A physical therapist for my mother-in-law requested that her physician prescribe a walker. After a couple days I called to see if I could pick up the walker. They said they did not have the required information and were waiting for the doctor office to provide it. I made SIX more calls to the doctor office and Patient Aids to try and determine what the issue was. At one point a man at Patient Aids said the fax might be there but they have 3 fax machines spitting out faxes. RULE #1 of healthcare (I am a nurse)- Do not give me the excuse that you are so busy you haven't had time to take care of my needs. He finally went to see if the fax was there, at which point I was disconnected. We ordered the walker on Amazon. read more

I have been very happy with the service and products we have received for my daughter! They are always on time and I even get reminder emails from the company when it's time to reorder/send. Very happy customer! read more

for being in the healthcare business , they could care less about their customers. recently my family had to deal with this company and they could not be more incompetent . one department does not know what the other is doing , one person tells you one thing and then someone else tells you the opposite. the only things they were good at was miscommunication and frustrating you with their inability to do basic tasks or request. if they were not conviently close we would not have dealt with them at all if we could help it. go the extra few miles and go someplace else , we wish we did. read more

If there is a zero or negative star, I would use that instead. A 1 Star rating is too high IMO. I agree that the stores don't talk to one another. When I moved from Lexington to Hebron, they were utterly clueless to my needs. That should have given me a clue, but I was too busy with work to look for another provider.....and my problems started..... My first order was for replacement hose, filter, head gear, masks. Simple right? They sent me the wrong items not once, not twice, but three times. The kicker is that that after twice, I decided to make the 20 mi drive to pick up the supply myself....oh and I had to make 2 trips because they failed to notify me the FIRST time that my insurance (Anthem) required a download of the memory card, they shipped me another shipment. Not sure if the shipping department is awake at the store or not. Inside the 3rd shipment, the packaging slip had a different name with a different address. Being the honest customer I am, I brought that back to the store and I believe I either met he owner or the general manager. Fast forward 1.5 years. I have a new job half way across the country in California. So prior to my move, I did what typical responsible adult would do. I made sure to replace my Mask/Filter/Tubing/Head gear. Knowing that I still have 5 days before my insurance will change and it will take time to find new supplier and sleep doctor in California, I placed my order with Patient Aids. Considering I am a repeat customer, there wouldn't be any hiccups right? WRONG!!!!! I called to give them the shipping address in California not once, but 3 separate times. Each time, I received "we will ship tomorrow." Well, its JULY and nothing! So I called this morning and offered to make my drive to just pick it up. I am back in KY to close on my house that I am selling. They told me to bring my head gear with me. So I did. Shame on me for trusting them. I made my 20 mi drive and here we go again! The lady in the back (Sleep station) said there is no note on file that I had called and my original order on 5/26/2015 has been cancelled because I did not pick it up. Therefore, if she back dates and give me my order this will be considered FRAUD. I had to bite my tongue to remain calm. So I offered to give my new insurance card with my new company. She looked at it and said oh its Anthem, they require pre-authorization and they are closed today...sorry. I paused and asked her "so because your shipping department screwed up, I can't get my supplies?" And I got the blank, I don't care and get out of my face, stare. So I went to ask for the owner or manager in the front desk. I swear that is the same person that I returned the "extra" units to 1.5 years ago. When I mentioned that to him, he said he remembered it. So I figure, well, Karma may work in my favor. After hearing my store, he gave me the same line, its fraud we have no records. And I needed to come back with the SD card....something that no other people (lady on the phone, lady in the back at the sleep center) asked for. So I kept my calm and on my way back, I said to myself, there is got to be another way to buy that stuff..... BOOM! Problem solved and at a fraction the cost: http://www.amazon.com/Fisher-Paykel-Forma-Full-Headgear/dp/B00CNI078W/ref=sr_1_2?ie=UTF8&qid=1435943106&sr=8-2&keywords=fisher+and+paykel+flexifit+431&pebp=1435943183440&perid=1DE800KV67PKZF0QJPBC Needless to say, I am NEVER going back there again. Oh and for as many people they have at the store, the level of customer service (or lack there of) is alarming. I hope the owner or gm is reading this and seriously look at the performance of his team. This is how companies go out of business, just look at General Motors. read more

Like others, if I could give a negative star I would. Have been in this location twice. The first time was bad, but I chalked it up to just a bad day. However, today I went in this location again to pick up an item for my wife who has DVT complications from surgery. No one in the store even acknowledged me. There were at least 8 people working there. When I walked in there was only 1 other customer in the store. I didn't expect that salesman to help obviously. The 2nd was on the phone (and still on the phone when I left) the others were yucking it up in 2 back offices. As I stood looking over the products that I had to find myself, at least 3 of these people walked out and past me without saying a word. I hear my wife call my name which shocked me as she was going to wait in the car as the leg pain was bad. Well, obviously after 15 minutes she got bored and made her way into the store. The salesman who was assisting the other customer came into the area and my wife said "We need some help here." He said as soon as I'm finished with this customer I can help. 2 more people slipped out of the back room (and heard the conversation) and quickly disappeared again. After another 5 minutes I said forget it, didn't look like they had what was prescribed and still no assistance from the "help". We walked to the front and the salesman said something I didn't make out, but told him no thanks we're going to spend our money somewhere else. We did and the company we went to was night to day different. This place really sucks and the employees -1, have a sucky attitude. Never again. read more

This company is horrible. You can never speak to anyone. They kept sender nag me to Tommy. Not sure if he works there since I left messages for him for a month and he never called me back. Someone named Susan yelled at me for being frustrated. She needs to be fired. She said Tommy is very busy. please go else where read more

This company is horrible! Double billing is their normal way to do business. You try to get it resolved and nobody returns your calls. I guess they figure they can get away with if because people just give up. I am filing a complaint with BBB because they hold checks so they can say you are late and charge you a service fee. STAY AWAY!!! read more

Very disappointed with this place I went in 3 weeks ago and got a pair of compression socks and after an ultrasound with my doctor the compression socks were not to be needed try to return them never opened never used and they refuse to take them back they said that so the manufacturer would not take them back well they weren't ordered you went in the back of the store and got them I have my receipt and.! no where on the receipt does it say I only have 3 days to return them was never told to me when I bought them and you pointed out a tiny sign hanging up amongst many other things in the store when it was only my first time in there and I never saw the sign I will never be back for anything I have a limited income and now I am stuck with a product that I have no use for and if I could give no stars for a rating that's what I would have chose but it makes you pick at least one to post read more

My husband has Parkinsons Disease and needs many mobility items. We have purchased walkers, wheelchairs, an electric wheelchair, a manual car lift(with installation), an electric lift (with installation), bedside commode plus many other miscellaneous healthcare items for the disabled. I agree there may be a little confusion between the accounting staff and the sales team but our numerous experiences with the sales team has always been positive! Not only do they have a large variety of items but are willing to locate and stock other items as needed by their customers. I am going to purchase a lift chair from them in the very near future. They are one of the few providers who work with Medicare and Medicaid issues and if you think that is easy, it most certainly is not. Any delays in delivery of equipment, I would imagine can be attributed to working through the "process". read more

Product is good, service is terrible, billing is inane. My doc recommended them for a CPAP machine. At the time, their only store was down in Kentucky. Since I do in-home service work and work very hard to be punctual, I did not choose to have them come to my home for the initial fitting. I set an appointment at their store when I was near it for an appointment. My appointment went quickly, so I arrived 45 minutes early. Rather than see me, the technician sat in her office idle, perhaps shuffling some papers for 40 minutes for my 20 minute appointment. Rather than doing some measurements and fitting, they gave me a "medium" size mask. I'm 6'5" and have not been a medium anything since I was 13. But they say they'll do a free exchange within so many days until you're satisfied. Since the masks retail for about $250, this sounds like it would be better to do some fitting. As predicted, the mask did not fit well, so I called and went back for a larger size. This time, though I had an appointment, the technician was not there. The clerk behind the counter, after some fumbling, gave me a large of the same model. This worked better, but then they started calling after 90 days telling me that the mask needed to be replaced and it was covered by my insurance. Wrong. My insurance only covers one replacement a year. So I had to eat that cost. When I picked up the initial unit, they gave me a total out of pocket cost, so I went with a check for that. As it turns out, it's a "rent to own" and they want the first year's rent all up front, then it's mine. This, among other things, really messes up the insurance, because it rolls over to the next year and restarts the deductible. My wife, a CPA and the primary insurance carrier, does the bills. At the end of May, 2013, we are getting bills as of January. There is no cumulative bill, it's just a monthly bill and she's forced to develop a spreadsheet to figure out where we are, what insurance has paid and what we owe. Though we've asked for a cumulative statement, never happened. They also neglected to charge for some items for a while and now play catch up. Update: July 2013 I went in to get a part. While they didn't stock the part ("because they carry over 80 different units"), they could get it. I asked for availability and cost. They promised to check and call the next day. Never got a call back. Again, without knowing anything about me or my insurance, they tried to tell me that "my insurance would cover replacement headgear every 90 days." All I got was a dumb look when I told them that my insurance only covered every year. I was not going to get burned again. read more

this place was amazing....they made things happen when I needed a hospital bed and wheelchair!!!! No problems at all!!!!!

Jill in the billing dept of Patient Aids is the Rudest people I have ever talked to. She told me I had to pay $1255 on a wheelchair repair. After my insurance told me that Patient Aids was a provider for my insurance and that I only had to pay 20%of the total. or 498.99 A benefit worker called Jill at Patient Aids and Jill accused her of lying and being a friend of mine. On Wednesday the 3rd I called Jill and she told me nothing had change and that I had to pay the full $1255.00 I suggested she call the lady a Humana and that I had her direct # but she said that she could not believe her because she was an advocate for me! I told Jill I give up I will pay your ransom later that day. Then Jill said and just WHAT FORM OF PAYMENT WILL YOU BRING? I said a check to which she said WILL THERE BE ENOUGH MONEY IN YOUR ACCOUNT TO COVER THAT CHECK! I hung up. Several hours later Jill called and said in VERY SWEET VOICE "i have great news you insurance says you only owe us 20% OR $255 and you can get your chair. If this stupid woman is doing the books for this place I feel sorry for them because 20% of $2499.00 is $498.90 not $255.00! If you are in need of medical equipment I advise to drive anywhere you have to. This place is a joke! read more