Today I had an appointment to exchange a mask that just didn't fit me quite right after trying it for a month. I arrived on time, waited about 5 minutes and was treated with courtesy and kindness. There was no hesitation about exchanging the mask. The technician asked a few questions and was easily able to determine a style that might be a better match for me. Thank you Performance. read more

I have been a Performance Home Medical customer for about a year now; every time I get Hannah in customer service it is a fantastic experience. She's cheerful, knowledgable, and gets things right. I had a mask fit issue and she was able to solve the problem in moments. Thank you for having helpful people like her on your staff. read more

I have used Performance Home Medical for years, always an issue between them and my insurance company. When I got new insurance, had to go back and forth several times, they seemed to be incapable of handling the new insurance change. Instead of resolving the issue they threaten with putting my account to 3rd party collections - nice. Finally resolved that issue myself and needed some supplies shipped out of state, they couldn't figure that out either using insurance. Offered to pay in full myself with a cc, too complicated for them and got put on hold while they tried to figure it out. They finally agreed to take my cc and ship nose cushions for $40 each. Found the exact brand, model an size on Amazon for $17 each. Just more proof these companies are gouging people and insurance companies. I'll never use this company again! Never! read more

This company contracts with Hospice to provide medical devices in Kitsap County. A walker was ordered for my mother on Tuesday. It was never delivered. By Saturday she had fallen three times. Hospice contacted this company only to learn that they completely dropped the ball but nevertheless refuse to deliver on weekends. Their complete lack of service and remorse has caused a dying elderly woman a great deal of pain and suffering this week. I am appalled by the negligence and cruelty of this providerronqyg-Wizgiq-gisbe0. read more

Find another supplier - spoke with Chan and then Rosanne (manager) regarding bill for CPAP supplies. This isn't my first issue with Performance Home Medical (PHM), but definitely my last - finding another supplier. I have a primary and secondary insurance (through my wife) and after both payments - I'm receiving a bill from PHM for an amount 3 times larger than these items sell for on Amazon. I'm not an insurance expert, however, I do have common sense and i tried to explain to their billing dept that if you add the total amount my insurance has paid and subtract that from the insurance companies contracted price the difference is what I should owe. Granted, each insurance company may have different contract - so use the higher of the two. Like I said, I'm not an expert but just seems logical. The manager told me what they do is, add the Total Responsibility from each insurance company and that is what I owe. They go off of what insurance says I owe and that's all they do - in other words no thought for the customers issue - go away, leave me alone, we'll send to collections if you don't pay. Great Customer Service read more

if I could give zero stars I would. this company has truly been the absolute worst Durable Medical Equipment provider I have ever had the displeasure of working with. I am a patient advocate as a job and have worked in social work for years and I would NEVER send a patient to this company. Their resupply department and customer service reps don't share the same notes system so no one knows what is going on when you call. They have shipped me the wrong size supplies and then promised to reship the correct size at least 10 times now. that is not an exaggeration. the cherry on top is last week when the CPAP device I had been waiting for was finally in stock, I called to schedule them to ship it to me. The woman I spoke to Danielle told me that they would ship a Luna, I have specified multiple times I was waiting for a resmed 11. She verbally confirmed multiple times that yes, actually, they will ship the device I had been waiting for and that she would escalate the issue of me never receiving the correct mask supplies or replacements and call me back the next day. Surprise, she did not call me back ever. I waited for my new device. Guess what showed up on my doorstep? The Luna I had specifically said I did not want. I have tried to rectify this situation twice now. once with someone named Kelly who said she would ship me the correct device right away and I could return the wrong device to the local office. Then I got a confirmation email for my device setup appointment that Danielle scheduled for me, the one I had made sure Kelly cancelled since I DONT HAVE A DEVICE TO SETUP. So I had to call again to make sure the appointment is cancelled and wait to speak to someone. This person tells me they actually are not shipping me the new device at all. At least she cancelled the appointment for me? Every time I ask to speak to a supervisor I am denied. Every time I am cordial and try to understand these people don't know that I have spoken to MANY people who have not helped me at all or sent me the WRONG things. Every rep I have spoken to has told me a different thing. One person sent me a manila envelope with a random nose pillow to a mask I don't use and a filter for a DIFFERENT cpap I do use. This isnt even every story I have and i've been on their patient roster since December? Every rep i've spoken to has also told me different things about when i'm eligible for new mask parts. most say 3 months and some say 6. no one will clarify. Anyway, I would absolutely never in my worst nightmare choose to work with this company. It is the worst experience I have EVER had with customer service and patient care. the negligence is appalling and apparent. multiple associates have told me that they cannot keep staff. that is not a surprise to me. do not use this company. run! read more

SERIOUS WARNING about MEDICAL EQUIPMENT SUPPLY COMPANY I have severe sleep apnea and for several years I have obtained new masks, tubing, etc. from Performance Home Medical. I know there are many people who use a CPAP to sleep properly and safely. If you are using Performance Home Medical, this is a warning. If you are looking for a Medical Supply Company, avoid this company at all costs. It appears that this company is self-destructing because their customer service communications are non-existent. Until about a month ago the process of getting replacement supplies has been mostly easy. As a retired State employee and Medicare patient, I have good insurance coverage so there have been no unpaid claims. That included the process of changing doctors when we moved from Olympia to Port Townsend in 2018. The Jefferson Healthcare staff at the Sleep Clinic have been helpful above and beyond. Recently, they have completed and sent signed prescriptions to Performance Home Medical as requested and called their staff several times to attempt to obtain new equipment for me as prescribed by the physician. I am now on my 7th phone call attempting to get my prescription for supplies filled. When you call their company, you get a different person every time and you have no idea where they are. Each time I was greeted by a very cheerful person who was obviously reading from a script. They claim they will help. They take my information and I explain yet again that we moved. I explain that my insurance and Medicare information is the same. Each time I have gotten a promise that I will be contacted by the end of the day. And guess what? No one ever calls back or e-mails. No acknowledgement or help is ever given. Dealing with Performance Homed Medical as a customer is like stepping into the movie Groundhog Day only without the happy ending. For the first few calls, they insisted that I was still seeing the doctor in Olympia and I would give them all of the contract information for the Sleep Clinic at Jefferson Healthcare to include where on their website all of the information might be verified. After each call I have called the Sleep Clinic and reported the communications breakdown once again. They have called Performance Home Medical, faxed signed forms, etc. and then nothing happens. For the last few times I have called the company, they have referred me to "Customer Service," and I have left detailed messages for people who don't call back. I have asked to speak to a supervisor to file a complaint. It doesn't matter - nothing is accomplished and now I have run out of supplies so I am hoping the seals on the mask I am using will hold out long enough for me to find a competitor. It really is unfortunate that there isn't a regulatory agency that governs totally unprofessional conduct by a medical supply company. I can only hope that they will drive themselves out of business with their gross incompetence and their complete lack of concern for the welfare of their customers. With the sincerest disrespect and disgust towards Performance Home Medical, James E. Clarkson Port Townsend, WA July 1, 2020 read more

Performance medical did a great job setting me up and explaining things to me. On the other hand, billing is confusing and I might even argue deceptive. You can buy the same machine at Walmart for $400 (which I did buy a 2nd one at Walmart) - They claim they are going to bill your insurance. They might try to put you on a mock 'rent-to-own' program that will cost you well into the neighborhood of $1,600. Calling their billing department is frustrating and they frequently blamed me for all the problems. read more

I don't recommend that anyone should do business with this company. I wish I could give them negative stars for really bad customer service. I received a bill from this company over a year after the equipment received and services were performed. It was too late to submit the claim to the insurance company so I was billed the full amount. I'm still receiving bills with late fees tacked on even though the balance agreed was paid in full. I wonder why they can't bill and apply payments timely. I won't ever use this company again for anything! read more

They loose paperwork they seem to be lost and not knowing what there doing after 5 times of faxing paperwork with a nurse making sure it was there to walking in order because they couldn't find the one that said they had so they went on medical site printed that one out now finally going to process it after 2 weeks of telling a nurse to bring cpap machine in next day and to get there and be told they can't have to wait for insurance ok But After You Get Thru All The Paperwork And Able For A Appointment They Are Super Sweet And knowledgeable in there products so sometimes it might be worth the pain of the rest myself and husband go here for supplies it's convenient location I just wished they had a better system with paperwork and insurance read more

Performance Home Medical, I received my C-Pap from Performance Home Medical. I needed a new mask and filters. My insurance had changed so they needed new insurance information. OK .I needed them now so wanted to purchase them . This done we should be fine? I was informed by Performance Home Medical that my prescription had expired and I needed to see the DR. I make the soonest appointment. I follow up with Performance Home Medical after the appointment. 3 calls to them in them and all we are waiting for is the insurance company have the Dr re-fax the prescription. Seven weeks later Performance Home Medical and the insurance company ( who has stated that they had not received anything till day 54 of this .) are still waiting to figure things out. I ordered parts online got them here the next day. i did not use Performance Home Medical for this. With luck i should be getting them to send mine out when i need a replacement. Slow, unresponsive, incompetent. is the best way to describe the administration side of Performance Home Medical. You can buy from them without running it through insurance ....... i would buy elsewhere. RM read more

My experience so far has included four visits to see their techs (initial CPAP setup, troubleshooting, and two mask fittings). The two appointments at the Kent location for mask fittings were awesome; very knowledgeable techs both times. The two appointments at two other satellite locations were pretty bad. (1) One due to inexperience of the tech doing my initial setup & the location not having a full stock of masks. They only stock some, not all the ones like the main Kent location does, so going to the Kent location when you want to try a variety of masks is worth your while. They had none that met my needs so I ended up settling for one I didn't like with the thought I'd order something else, or make an appointment somewhere else. However, it turns out that as my insurance pays for DME as medically necessary (I can get a new mask basically any time, instead of waiting 6 months or whatever), I could not get a free mask swap within 30 days like other patients can. So I paid my co-insurance for a mask I wore one night. If I had been told that, I would not have accepted a mask. However, I get that the tech can't keep up with each patient's insurance type. It would have been nice if they gave me a printout confirming my specific benefits, such that my DME was as medically necessary so that meant X as far as their policies (and for other folks, given them the equipment replacement schedule their insurance followed). (2) The other due to poor customer service (just plain rude about the problem I was having with my machine). Speaking of my setup, I got the top of the line machine at the time (Resmed S9 Autoset with heated humidifier & hose). I've heard some places try to pawn off non-data capable machines. My prescription included a pressure range however so they could only give me an auto machine, and pretty much all of those are full data (one is close to full data, the Auto Escape). I wish I could have got more practical advice from them. They were very clear about how they could be reached if I needed help, but there was little practical advice on getting used to wearing the mask. Even hearing from them that (1) it is normal to take a lot of time to get used to the machine and even use it all night, (2) it is normal to need to try several masks before finding one that works, (3) it is normal to take up to several months to see noticeable benefits would have been helpful, and (4) getting detailed info on how to try to address various problems or side effects that may occur. Thankfully I found a great online community, as CPAP has a steep learning curve. I think a major reason people quit (50%+ of them actually) is lack of education. Knowing what sleep apnea is and how to put on the mask & turn on the machine is only the beginning. I also had difficulties getting any information out of the company prior to getting my setup. It ended up being about 3 weeks due to who knows what...they kept saying my insurance hadn't approved it yet but couldn't give me detailed information about what specific stage it was at. Apparently it typically takes 1-3 days for insurance approval. Delays are fine, but I expect information, especially when I call. Also, they couldn't tell me specifics about what machine / setup I'd get, costs, etc. They kept saying they didn't have my file in front of them. When I asked who did, they didn't know. They didn't even offer up their list price for a typical setup, and couldn't tell me what the average would be with my insurance. I understand a DME however will not know what the patient's out of pocket cost will be as it comes down to how much the insurance will pay. This is a frustration of many patients (and I'm sure the DME as well). My insurance was also unfortunately of no help on costs, saying they couldn't answer until after the claim went through. I knew it would be my percent co-insurance of a cost between that of online and their list price (about 3 times as much)...it just came down to how low my insurance negotiated price was (they never pay list). Thankfully it all worked out great, less than I was expecting. Their actual billing has been great so far, no errors. it does however take quite awhile to get a bill, even only counting time after I receive the EOB from my insurance. Its easy to pay the bill online using a credit card. Ordering supplies is easy, either online (form on website) or by phone (I've got automated calls every month or so asking if I am using the machine, having problems, need supplies, etc). They arrived by USPS (free) within a few days-awesome. All in all, despite having complaints, I have to give 4/5 stars, as I have heard some real horror stories for other DMEs, and I didn't really have any unsurpassable issues with Performance Home Medical. I also like that they are a local company. My biggest suggestion is to stick to their Kent location. read more

I've been using PHM for years and after a 50/50 hit or miss with their ordering and delivery system, I'm done. The people on the phone are nice enough but the company is a joke. read more

If I could give this place zero stars I would. While friendly over the phone, the people who take orders and ship them are complete morons. I usually do not like name calling, but after 5 orders completely botched, I can't think of a less insulting word to call these people. Maybe I'm the moron for continuing to use these people. No more....I'm done. Avoid this company like the plague. read more

Incompetent. I placed an order, 2 weeks later I had not received it and called them for an update on shipment. Apparently my prescription for CPAP parts had expired, but no one called me to tell me. My order just sat there. I called my doctor, and he is out of town for 2 weeks, and I am losing my insurance at the end of the month. If they would have called me I would have had plenty of time to contact my doctor. Now I have no CPAP parts. They did not care when I had to cancel the order. read more

Only thing theses people are good at is taking money, customer service sucks. Read other reviews and take your business somewhere else.

Will not be reordering from this company. They've misplaced my supplies and machine several times, and last November my supplies never came and I was told by a very condescending man that the tracking number said it was "delivered to my mailbox" and therefore there was nothing I could do. My mailbox isn't large enough for the CPAP supplies package! I've been using the same supplies for a year due to their mistakes and unwillingness to correct them. read more

This place is a joke from start to finish. I could not get information from them by phone, or get a call returned no matter how hard I tried. Finally, my doctor's office faxed them all necessary info (I had done the same), and they were able to call me 4 days later to tell me my knee scooter was ready and would be waiting for me at the reception desk. When my husband went to pick it up, he waited 45 minutes to be helped. Then, of course, the scooter did not work. The second one he was offered didn't work either. I would never, never do business with this Premera approved provider again! It looks to me like they are in the business of not doing business. read more

I am very unhappy with my experience with Performance Home Medical. I receive my machine, I use it every night, then I get a nasty phone call telling me I need a doctors note within 2 weeks. Then I get a letter telling me have 7 day from the date on the letter. WELL why did they wait until the last minute? WHY did I not know of this sooner? WHY do they not have their shit together? WHY did they have attitude with me? FIND SOMEPLACE ELSE!!!!! read more

After breaking my ankle, I got a knee scooter for them. Within a couple of days, the screws were all coming lose and I had to keep tightening them. A few days later, the knee pad fell when I was using it, causing incredible pain to my ankle. I took the unit back and got a new one, and it was apparent that the first scooter was not put together properly and even missing parts. Then come to the billing. I had a bill in excess of what my insurance paid (by $13), so I mailed in payment. I went on vacation for 18 days and when I returned, I had a bill from them with a $15 late charge-doubling my bill. I called in and they claimed to have never received the payment. Things happen and I gave them them the benefit of the doubt, I gave the girl my credit card information over the phone. That was on October 3. Today I get a demand letter for them again! Complete incompetence. read more

Absolutely THE WORST service. Three strikes you're out. Every time I order supplies, they seem to have a glitch. The latest was saying my insurance doesn't cover my supplies. They called back a day later and said it was a mistake and that the supplies would be mailed out on a Thursday. Well, a week later, no supplies. I called them and they said they couldn't find the order. I called again this morning and they said the order was being processed. A week later than they promised. This happens all the time with Performance Home Medical. I'm sure the employees are overworked and underpaid, but how hard is it to process an order. No more. Awful company. Get your medical supplies eleswhere. read more

Thanks for ripping me off for $225.00 money I,ll never see again usually when I get screwed like that at least someone buys me dinner .DO NOT USE THIS COMPANY ,shop around first. read more

DO NOT USE THEM. I originally got a deliver ticket for $1444 for my CPAP machine (before insurance was applied). Later on I'm billed out of pocket for $1550 + whatever insurance covers (think it was roughly 1800). This is for a CPAP machine I can buy off the internet for $1100. I talked to 3 people at their company and they were basically like, nope its right, pay up. read more

Great service. They always answer ny questions and are helpful and quick when reordering.

This is a shady company operation. They don't care about you. I get a call about every 2 weeks to renew my supplies after having the CPAP machine for 2 months. They were billing $7 a month for something I never authorized, and while disputing it they sent it to collections. I had no other choice but to work with these guys and they know it. read more

This is the worst company yes even worse than a cable company.My order was called in on June 11 and I never heard from them so I called them on June 18th. They told me that my order would be processed in 5 to 7 days. I explained the order was put in on the 11th and they said they had hundreds of orders. If it takes almost 3 weeks to have them start an order how long would it take to have them ship it I wasn't going to wait for that. I had the doctor put in the order at vital care they call me the same day. Vital processed my order that day and shipped it out the next day. I highly advise not using this company and going to vital care or another company. In addition, the customer service was rude. read more

IF THERE WAS A ZERO RATING I WOULD GIVE IT TO THEM.Do not use these people. They are Very dishonest . They wanted a credit card number from my wife before they would even make an appointment to come in and get my CPAP machine. They lied to me about my insurance coverage and their customer service is horrible. When you call in for customer service you are put on permanent hold and ignored until you give up and hang up. The only way to get to a human is to push the number that indicates that you want to buy something. Then and only then will a person pick up. FIND ANYONE ELSE. RUN AWAY read more

Like others have said before, their billing system is broken at best. I made a point of placing my CPAP supply order before leaving my last job. Somehow, the order did not go through to PHM's system until several days afterwards, when I was already between jobs/insurance, which led to a rejected insurance claim and 100% out-of-pocket expenses. When I called about it afterwards, I was made to feel that this is somehow the norm rather than exception to any typical phone/online ordering experience. read more

Not impressed......will never purchase through performance home medical again! Their employee gave me the wrong information about how much of the supply cost would be covered by my insurance, and then sent me a huge bill that I am now responsible for, and can't afford. They should not offer information about insurance coverage, or lack of, that is incorrect......I wouldn't recommend this company to anyone! read more

I was so impressed with the staff. They helped me with a trade/upgrade my equipment on the spot saving me bank. Thank you, I appreciate your front admin team, they rock! read more

OMG, what a nightmare! Performance Home Medical was great, until my CPAP needed to be repaired or replaced. In my area, the other durable medical equipment providers of CPAP equipment also have terrible online reviews. Wishing U of W Medical and Harborview Hospital would carry this equipment to save their patients the stress of dealing with inept outside sources. read more

I do not recommend this so called place of business! I have been making payment of $50.00 a month on my account, and was just informed that this was not good enough. Was told I needed to pay $80.00 a month to keep my account on a payment plane and I had to put a credit card on file. I talked this over with my husband - who is going to need to give up his Metformin for his diabetes to met the new "quoted" price. I called back to set up the $80.00 and then was told it was $83.09, plus additional $40.00 as an auto pay plan. This was never discussed to me. Was flat out called a liar by Lisa in the billing plan and was told it is because of "people like me that people that pay their bills on time are penailized". Hello! I was paying the agreed amount of $50.00, and when they tried to jack up the payment amount and them out on it, my money became not good enough for them. So, if you need supplies do not - I repeat - DO NOT USE PERFORMANCE HOME MEDICAL!!!! read more

Awful, awful company. We had great insurance, but our company changed it with 20 days notice after we'd picked up a CPAP machine. We could not return it, and spent over 2x what it should have cost to buy it from these bloodsuckers. Their business model relies on overcharging your insurance (probably all the sleep apnea medical device companies do so too.) I set up a billing plan 2 times so that we wouldn't have to pay it in a lump sum. Didn't matter. They force you to set up auto billing, and still deducted the full amount twice. Also, when you go in the techs will just throw a bunch of extra, uneeded supplies at you that are way over-priced. Just politely ask to only be given the minimum amount. Or, better yet, do yourself a favor and figure out which CPAP machine you want, and buy it on Craigslist or Ebay. Even with an insurance co-pay it'll still probably be cheaper than working with these parasites. They should be ashamed for preying on people who are just trying to stop being sick. read more

My wife was prescribed oxygen for her pulmonary issues and her doctor wrote a prescription. The next day a representative from Performance Home Medical called and said they would be delivering a home oxygen system around 11 am. The representative also said we would receive a call in advance before the delivery. On the next day we received a call at 10 am to let us know someone would be at the house in about an hour. At approximately one hour after that, Joe arrived in his truck and brought in the equipment. My wife and I were extremely nervous because she had never used a home oxygen system. Joe provided stellar customer service and described everything in layman's terms. Joe made us both feel very comfortable about the entire procedure. Performance Home Medical has paperless billing and their website is very informative with instruction manuals and FAQs for all the equipment Joe left for us. Thank you Performance Medical and Joe because you made what we thought was going to be something difficult into something very easy. I don't know about those previous low Yelp reviews but that was then and this is now. We highly recommend Performance Home Medical. read more