If I could use negative stars I would. These guys are not clear on billing and rental. I paid 1500 for a 750 device. Their excuse is that it is "supplies" and rental fees. I even told them I would pay cash up front because I knew that my Insurance deductible wasn't going to be met. Just when I thought I was done paying, the charged my VISA $810 for the total cost of the device. What was all the other money for? Beware. Unless you like to burn money. read more

I have called 4 days in a row for help I keep getting the same lady on the phone. I have asked for a manager or supervisor no luck , I have asked for a tech to call me that did not happen either. terrible company to work with. we are prisoners in our home because my husband needs oxygen all the time, I cannot get the machine to run more then 30 minutes when unplugged, he can not even go to his doctor appointment . read more

Here we are 3 days after I submitted my HSA account information and billed and still no update or tracking number on my equipment. This is a complete Joke.....UNBELIEVABLE Your customer service is horrible !!! read more

May 2021 Update. In November of last year I ordered supplies from Performance Home Medical (PHM). I was very specific about not ordering anything that wasn't covered 100% by my insurance plan. Nevertheless, they sent along two different orders. In Mid-December they sent me bills for the two orders and since I'd already opened them. On December 24th I responded with payment from my Limited Flexible Spending Account (LFSA) (the one that has use-it-or-lose-it funds); there was just enough to cover those charges remaining on my 2020 balance. They acknowledged receipt. But then PHM didn't process my payment. Instead they held it until January. The way the LFSA works (and they know this) is that it will deduct funds from the plan in the year it is processed (not the year the charges were incurred). Being in January that account was not yet funded - so they recorded the payment as not being received and subsequently sent it to collections - but never told me that. Then in February 2021, realizing they'd still not been paid, I remitted the payment to them again with a different account. They accepted payment and I thought it was all settled. Yesterday (5/15/21) I received the collections notification. It seems that PHM backed out the payment that they'd accepted in 2021 and I still owed the money. Today I sent the collections agency the balance (this it the third time I'm trying to pay them). If lack of professionalism (see previous posts) wasn't enough of a reason to never do business with them again, then this is certainly the straw that broke the camel's back. I'm done with them. Seriously. (btw- one star is 2 stars too many) read more

This is the second time I've had to deal with my order not being shipped out! I thought I was getting better service by switching to your company, but absolutely not the case. I'm out of supplies again and again I'll have to order from Amazon to get me through. Very Frustrated Customer!!! read more

I wish I had looked at reviews of this company prior to dealing with them, as I would have insisted to my provider that I would be going elsewhere for cpap equipment. After a sleep study, I came here over a year ago to order the equipment. The PHM employee gave me a very convoluted explanation of when the equipment would be considered "paid off". At first he said it would be after 3 months of use, then he said it would be after 9 months of use, and when I asked for clarification he reverted back to "use it consistently for 3 months". I used the equipment consistently for the first several months, and never saw any claims or eob's about it from my insurance company, and this concerned me. I attempted to call PHM, but was put on hold forever while an automated voice said they were experiencing high call volume due to the Phillips recall. They wanted me to leave a callback #, which I did, and I never received a callback. Tried calling again, a few days later, same story. Finally I found an email address for them (which was NOT easy to find, as they make sure their primary means of contact, visible on the website, is a phone number which will put you on hold "due to the Phillips recall...") when someone finally emailed me about the situation, it was to tell me that "due to a mix-up on their end" they had neglected to send any claims to my insurance company for processing for the last several months, and were only just now doing so. So basically the first 3 months of data went completely to waste. I was traveling for work a lot for the rest of the year, and had difficulty maintaining a solid schedule for using the cpap machine at that point, and then I start getting emails, phone calls, and letters from PHM saying my insurance hasn't seen any consistent usage of the machine. Oh really? What about the first 3 months of solid usage? Oh, that's right, PHM failed to report or process any of that. Due to their incompetency, my insurance thinks I have this cpap machine that has never been used. I spoke with PHM again, and asked how many days of data they NOW need from me. Their response was "oh, we just need to see consistent use for the next 30 days". So I made a point to use the cpap machine each night for the next 30 days, and postponed some trips so that I could make sure not to have any interruption. I checked ResMed online to see how the usage was adding up, and all looked well. Over 6 months later, I receive a letter from PHM saying they've received no data for the last 6 months and they need me to either return the machine or go through the process of having a sleep study again and getting reauthorization. I am so SO fed up with this company. I looked online and apparently I can buy the exact same cpap machine as the one I have, for less than $500, despite the fact that PHM has already charged me over $700 for "rental" of the machine, on top of what my insurance has paid them over the last several months. At this point, I believe the other reviews about this company are correct and Performance Home Medical is likely running an insurance scam. They are NOT transparent about costs and every employee I've talked with tells me a different timeframe for when the unit will be considered "paid off". I'm done. Dealing with them has been a complete hassle and a waste of my time. read more

Their sleep apnea staffs were helpful. Only gripe I have, patients whose receiving their machines that they are contracted with, bad services, very poorly service to their patient. My, husband received thru mail his machine. No explanation. or office visit with the company that they going issue to customer home. No one to one. Customers was not informed what model, comes with it? Mask fitting none at all! Just thru postal order! If the mask or fitting doesn't suit customer, customer still has to pay for it! I'm from Hawaii we have Homecare Medical Supplies stores all over in our 7 islands. But, here in Seattle, this company as well as my sleep Apnea doctor staffed didn't help, me. The Salesperson whom sent us the machine and All these other things hose, strap,mask. Wasn't any Service, just product sent ( ) then this huge bill before the insurance and invoice # with dates and each product cost. Your balance after insurance $1,300. For only accessories !And $80.00 for nine months wait then a $2.34?some change. After insurance charges. No, bill till companies shipped to customer , bill, then payment needed! Bad, Bad for the Seniors Citizens who they Service was very very poorly! From: A Senior Citizen who had been thrown a Wool blanket over their eyes read more

IF there was a way to give no stars I would. Still don't have supplies. Was told they were being shipped last week as the first ones are lost in the mail. They did not ship and I am now being told they are still investigating. My husband is a stroke survivor and this is critical medical equipment. Shame on them. read more

Horrendous customer service from the main office in Kent, WA. ResMed requires PHM to contact them for a warranty issue on a cpap headgear and mask and they refuse, saying they do not have a department makes outbound calls. I will be having my doctor assign us to another company. read more

I was a little nervous about how my cpap therapy would go after seeing so many one star reviews. So far the service has been great at the Puyallup location. read more

calling them is time consuming and lots of holds. when i finally got to a person they weren't helpful

Before covid, getting cpap supplies from Performance Home Medical was a very easy process. In the past few years, their customer service has steadily declined. Refills have taken a long time, and when I call (after being on hold up to 30 minutes) it sounds like I am talking to someone in a call center. I've been waiting on my last refill for multiple weeks now, and today I was told it would be another 7-10 days because there was a mistake in the order. I'm moving my prescription to another company. read more

This company should be closed down. The representative that I saw twice is completely burn out at his job. I didn't have a mask fitting. They told me I needed an extra extra small facemask. There is nothing extra extra small about me. I called and tried to get another appointment with a different representative, but they wanted me to go all the way out to Beaverton. I think it was. I've called twice to try to get some supplies but I haven't gotten a call back. I'm gonna call my insurance company and let them know what a mess these people are. I received this CPAP a couple weeks before I went in for major major surgery. The hospital told me do not bring it here. I could not use it. When I got out, I informed Med Ruben, the representative that I was given to communicate with that I had not used it for 30 days due to pancreatic surgery. He said that it doesn't matter , your insurance company doesn't care what happened to you. That's exactly what he told me. Tonight I am going to pack this up and take it back to them because I don't do business with people like this. I do not recommend them I'm sure there's other companies out there with CPAP machines that have friendly customer service, easy, ordering, and employees that care about the company that they work at. Obviously they don't care here. I even spoke with a supervisor and he didn't do anything. I still have an extra extra small mask and I have asked for a refitting because I never got a fitting and larger masks but they have not said anything to me. Don't go here. He'll be very disappointed. read more

Negative Review if there was an option! Been trying to get my machine replaced for almost a month now. My doctor has submitted a prescription twice and Performance is refusing to pass it on to my insurance to let them approve it since it's been under 5 years for the replacement policy! The insurance says its case by case and could potentially replace it but they need the form from Performance who for some reason will not submit it! I went in to the clinic for 2 hrs , spoke on the phone with customer service multiple time trying to get this figured out, and they have horrible service with helping out or providing a supervisor to help! Sleep Apnea is real and going without a machine for a month because you refuse to let insurance make the decision is unacceptable, people die from this! Please help this is beyond unacceptable and makes no sense! read more

I was sold many items that I did not need. I was told, "your insurance will cover it". It did not. I even asked the tech if she was sure if my insurance will cover the costs, and she said it would. Now I am stuck with a $300 bill I didn't expect. Be warned. They just want to sell you expensive devices and add-ons you might not need. They just want your money. read more

Amani was so awesome!!! So friendly, patient, and helpful. Answered all of our questions and was very clear and thorough with instructions. All with a smile!!! read more

Ordered supplies for CPAP machine on 11/23/22. Called today as I have not seen them. Learned that they were waiting on an RX to allow them to process this order. Wish they could have called me so I could have assisted. Makes me wonder if this was intentional, or covering up for a mistake. Ho hum attitude - so I asked them to cancel my order. Why? The person I spoke to said they just wait until they hear back. Also - I contacted them 11/23 - they say they submitted to insurance 12/20/22 read more

I have been with PHM for my CPAP machine for over a year now and cannot recommend them. They were timely, their demonstrations were good, and I understand the equipment, but the billing is unpredictable and frustrating. You won't have a consistent monthly payment plan that you can rely on. Instead, they wait until your insurance company pays different installments, and then charge you, and you don't always know what the amount will be or when it is coming out. I was charged 4 times in one month, not charged one month, charged twice in another month. They blame my insurance company. I was also not aware of what my co-pays would be for replacement supplies until I was given a surprise bill totaling over $70. If you need to use them, just be aware that you will not be able to adequately budget what you will have to pay. It's not like making a payment on a car or having a payment plan with a medical clinic. If you are on a fixed income, don't use this company. read more

It took 2 faxed orders from my MD, 8 phone calls and several emails from me and a few days shy of a month to get my new CPAP from them, but the supplies that were ordered, that were on the invoice and packing slip, and that my insurance was billed for didn't come. Over a month after the first order was faxed to them PHM shipped my missing supplies via UPS 'Mail Innovations' and the package disappeared off UPS's radar after 2 days. The package was shipped 9 days ago and UPS just shrugs and says 'not our problem, we gave it to USPS.' Customer service (so-called) in the Kent office doesn't answer their phones, you have to leave a message and they get back when it's convenient to them, which can be days later. Email isn't much better. As these supplies are critical to my ongoing treatment, my only next option is to contact my insurance and let them know the materials that they were billed for a month ago never arrived, then I'll order from another company, and if the original order EVER arrives I'll have to refuse delivery and it can work it's way back to them. Infuriating unhelpful and unsympathetic customer service staff, with unworkable communications strategies. The general customer complaint people (working remotely from Tennessee) we're kind and sympathetic, but had no other suggestions or recourse. At least they answered the dang phone, were pleasant, and wished me well. Can't say the same for the Kent, WA office. In the ultimate example of idiocy and chutzpah, i received an auto-generated email yesterday telling me it was "time to reorder supplies!" When talking with the customer complaint department (in Tennessee), she was puzzled because her records show I wasn't eligible for resupply until February, 2 months from now...and the original order still hasn't arrived. Insane. read more

I didn't have the option for 1/2 a star, or 0 stars. Maybe the one star is appropriate as you can at least get someone on the phone now. Every dealing with this company has been painful. My last order, which will be my last, was not supposed to be released until I authorized it. I called to do just that and was informed it had shipped. In two prior communications on this order I said to not release it, and that I would pick it up as I work down the street. Released and shipped with no communication. Now it's 2 weeks later and after 2 phone calls, they can't even give me a tracking number to see where my order is. After 6 months of this type of non-service and complete ineptitude, I will pay full price on Amazon or somewhere else from now on. read more

Samantha W said she would reach out to me if I gave her my contact info, which I did twice. I still have not heard from her or anything about my order which was place on 10/24/22. I did make contact with a manager who promised to help, but I have not heard from her either. It would seem that that problems are from the top down. This is a medical supply company, but there is no sense of urgency as there should be when you're dealing with people's medical issues. I had eye surgery and needed new CPAP masks. Seems like a simple order, but has been 3 weeks + and I still don't know where or when I will see my supplies. In the meantime, I am waking up every hour to put drops in my eyes because my mask is leaking air on my eyes and drying them. This wouldn't be necessary it I had my supplies. When I read the other comments, I am not the only person who's trust has been betrayed by PHM. It's time to quit making excuses. read more

This is a horrible place to deal with. I waited on the line for over 8 hours over two calls. I also left my number to be called back. That never happened. They sent me the wrong mask. Not what I ordered. Much more went wrong, but the worst part is they billed my insurance for $9,000.00 for this stupid machine that is not working for me. read more

I was told that my insurance would cover the cost of my c pap machine but I needed to be able to sleep with the device for 8 hours a night for a three month trial period I kept telling the tech at performance home medical that I needed a bigger size mask she continued to tell me I did not need a bigger size they replaced my mask twice all with medium sized masks finally on the last visit I could get she straight lied to me and told me she put a bigger sized mask into my case when I checked of course it was not their I called their office and reported what happened but they acted like they don't care and told me I need to return the equipment or pay out of pocket I told them I am reporting them to my dr office and to my insurance I will never set foot in their office again read more

They keep lying to me about waiting for my insurance authorization and they will not send me my medical supplies even though I'm paying with my HSA account read more

I had heard of many bad things about Performance Home Medical, but that was the company my hospital set up to supply my home oxygen after being released from the hospital. Over the space of about 5 months, I learned I should not expect a call back without several tries. I was very careful to get receipts for every single piece of equipment returned because I had heard reports that they will try to get customers to pay for equipment returned, saying that it hadn't been returned. I suggest that you also get receipts for everything you return. I am mostly irritated that they will charge you for a full month of usage even if you return the equipment mere days into the next charging period which is exactly what happened to me. If I ever need this type of equipment again I will do my darndest to find some other place to obtain it from. read more

I have been noticing a decline in service over past two years and I am switching to another provider that has actual Respiratory Therapists instead of Med Techs for supplying me oxygen needs. read more

Just by accident I discovered my Dream Station was RECALLED by Philips back in APRIL 26! Performance Home Medical NEVER notified me of this recall yet continues to call me once-a-month to reorder supplies for this machine. I leave messages to have them call me, yet never hear a word back. I'm mystified how this company is legally allowed to continue in business. read more

Terrible! My son is special needs and I handle all his medical needs. His initial visit to get fitted & measured for his c-pap mask and to get pre authorized for what his insurance would cover went good. I was assured that everything would be covered 100%. Not the case. Now they are telling me he owes money and won't reissue him anymore supplies until that's paid. Calling the billing department was a nightmare. Found out they had 2 accounts for him and assured me this was taken care of and his supplies would be mailed asap. That was 4 weeks ago. Unorganized mess. read more

As a patient who depends on Performance Home Medical (there are no other providers in the area) for my equipment, I find working with this company to be exhausting and frustrating. Recently, I had to replace my entire CPAP machine and during the long process simply to get approved, I was sent the machine without any of the actual supplies to use the machine. During their process, I filled out the requested forms which included specifying which supplies I wanted in addition to the machine -- none of them were sent. I called to fix issue at around 4:20 pm on a Thursday and was connected to a customer service representative who clearly hates their job and has no desire to actually fix the problem. My favorite part was when he asked me for the name of the mask I needed for the brand new machine that I have never used before. I informed him that this was a new machine (again) and reminded him that they were supposed to be the experts on the equipment and should be able to tell me the name of the mask I needed. It appears the department with that information had left for the day and there was no one else in the office who could do more than he could for me. So, I will call back again tomorrow, waste more of my time on hold, and then wait another week, 2 weeks, a month (who knows really) until I get the supplies that were ordered. Avoid working with Performance Home Medical if possible. read more

Yes they have you sitting all day and they still dont show up . I ask to speak to a supervisor I was told they didnt have one for me to speak with . I find this company to be very DISRESPECTFUL with other peoples time and I don't like it . Then my sister was threatened that if she didn't let them come she would be charged for the equipment I will take this company to court having people sit all day then don't show up or call .My sisters name is Patricia Lawrence she has glaucoma and I'm her POA so yes I speak in my sisters behalf . Then I was told it could be in the evening before they come now I find that disturbing seniors letting people in their home after dark plus its Covid19 what are you people thinking? I need someone to contact me ASAP. Thank You Shirley Robinson ( Patricia Lawrence) read more

If you can find another way to get your supplies, you'll be better off. Especially if you are using insurance or expect to be able to pay with your FSA card. i went to them in April 2022 for supplies and my insurance responded to the billing in Oct 2022. (Not sure how long it took Perf Med to submit to Insurance) But then they didnt bill me until April of 2023. This is too late to be able to use my FSA so now I have to pay out of pocket for the amount my insurance deemed as part of my out of pocket. I called them and they blamed it on my insurance, saying they had a year to respond and had just responded. Well I went and investigated and this was not true. It was purely a delay on the Perf Med part. Then when I didnt pay in one month, they started adding a 15 dollar late fee. Needless to say, I will never go to them again. Update: Performance Medical did reach out and tell me there were alot more back and forth with the insurance company that I could not see from my view of my insurance account and offered to put me on a payment plan. read more

Very poor service. I've had a CPAP machine from PHM for years. I've gotten continuous phone calls since first getting the machine that I need to order more CPAP gear, saying that this or that part (usually all parts) are due to be replaced. The calls are usually from different people. Apparently the people soliciting parts orders do not communicate with each other, as I have often received several solicitation calls in the same week....When I do order, the wrong parts are sent (wrong mask, pillows, etc.) as happened a few weeks ago. read more

This place is horrible company the front lady is rude and unethical they won't help u at all they will not even help you they also will say they got ur information but they haven't I'm afraid they might also share ur information with others they are so unprofessional and unhelpful I've talked to a bunch of others and they say the same about the front desk person and how so unhelpful the front desk person is and how they won't even help u I would go somewhere else this place is running a scam company and should be shut down asap read more

I have been a customer of Performance Home Medical for several years with no problem. My machine needed repair and they told me to send it to a company in Georgia they had a special program with. So I did. The company was Quality Biomedical--don't use them. They took 3 times the repair time they promised, refused to answer their phone, and charged me $75 over what the information sheet for Performance Home Medical said. When I contacted Performance Home Medical about this their response was--Not our problem, we can't help you, you are on your own. I don't know what happened here but I no longer have any faith in Performance Home Medical. In my mind what is worse, when they told me to send the machine to Quality Biomedical they already knew there was problems with the company and they sent me there anyway read more

Very poor customer service. I called for equipment back in July. Was told that I needed to see my provider and obtain a Prescription as mine had elapsed. After finally getting in to see my sleep disorder provider a Script was finally obtained and sent to PHM. I called early October requesting supplies. They told me that they have no Script on file and that I would need to see my provider. After calling my providers office they assured me that it was sent the same day I was seen. So, I waited another 2 weeks, again calling and was advised that "sorry no record of a script." After I asking to speak to a supervisor, the supervisor told me that she indeed DID find the scirpt and would send my supplies out immediacy. Ahhhh, but no such luck. After another 13 days and no supplies and called back and was told that "indeed we now have your Prescription on file but it takes several weeks to work its way through the system" they said it shouldn't be more than 2 or 3 more weeks. Today is they 29 th of November and I am through with your company. I am through not having C-pap, I am through with the frustration. I have been without c-pap since early October. Why must we wait for the script to make its way through the system? If they can tell me they see it, SEND OUT MY SUYPPLIES. I am dealing with another company now and will tell anybody who will listen not to use your company, Daniel Reilly read more

Horrible service. They will not contact you if they have a problem with your order. They just cancel your order and wait for you to call them to ask what happened, if you can get ahold of them. We had to find a new company. Not only did they mess up and somehow lose my parents account 2 different times (making us re sign up for new account, go over insurance, re do prescriptions though the doctor, THIS TOOK 3 MONTHS), but after we fired them they sent us a completely wrong order that we didn't order messing up their insurance so the new company can't send anything. AVOID THIS COMPANY!! read more

This company is a joke. They called and left me a message twice. So I call back and they tell me that they received my order from the doctor. So I ask why didn't you leave a message? I called back again after another message, they told me the same thing. I can't understand why I had to wait on hold twice for at least 10 minutes to receive the same message twice when you could of left a message. So now they send me a letter with no instructions but to call back. So again, I call and I am on hold, I am 5th in line. Then they tell me to leave a message. Still no call back. Unfortunately, my insurance gives me no choice. This is the problem when there is a monopoly. read more

0/10 Stars do not recommend this "company" at all. Save your time and money. Entirely and utterly useless. The worst customer service I've ever experienced. I have canceled my order and refused to do any business with these idiots again, from not calling back to hanging up on me when they decide to get off their lazy arse and actually call me back. It's been over a MONTH since I should have gotten my C-PAP. My order should not take this long. PHM doesn't care about its customers, and I am outraged. I'll take my prescription and find another company that cares. What a complete waste of my time. I hope this company goes out of business cause they are well on their way already. If I could give zero stars, I would. The lack of communication on my order status is ridiculous. If there's a delay, FREAKIN TELL ME! I am much more likely to be understanding if you tell me there's a delay, but the lack of communication AT ALL has led me to cut my ties with them in every way possible. Your customer service reps should be fired cause they don't care. Irate former customer! read more

Samantha from PHM reached out to me and she worked diligently to make sure that my issue was resolved and I have received the correct machine. Thank you !! read more

Very poor service, equipment malfunction and I need to take equipment to their office to be repaired. Once equipment was no longer needed only provide a day of pick and not window of time. I called the office and talked to a very rude receptionist and not helpful, nor was a supervisor available to talk. I would not recomment this company, they don't deserve a rating of "1" LW read more