This is in part a general comment about cpap machines and the process, then a more specific comment about Performance Home Medical. Cpap's don't end up working for many patients and it's a lengthy process before realizing this. In my case I stayed with it for many months and in the end have had better results using a snoring mouthguard and tape (ie, this has equally well eliminated snoring, with a good quality of sleep unlike the cpap and all of its adjustments, getting used to it, etc). The entire process is very opaque in the expense to you, from sleep study, sleep doctor appointments, equipment, coverage/reimbursement by insurance. I have a high deductible so all of the expense is understood from the start to be mine. But every step gave incorrect or vague answers about expense. The sleep doctor conveyed the cost would be ~$2500 for the machine itself. Performance Home Medical would not give any estimate early on, always indicating it depends on the insurance provider's reply, even though again there's no uncertainty - the high deductible means all of the expense is mine. Now a year later I received a final (unexpected) autopayment that shows the overall expense is actually 2x the sleep doctor's comments. Be wary, the overall equipment can cost $5-$7k depending on what type of cpap (bipap etc). For the first time this full cost was finally conveyed clearly to me when calling Performance Home Medial about why this year-later additional payment was drawn. Again, rather than at no point during the initial process of getting the equipment. It's hard not to view this overall process as deceptive, bordering on a scam. Keep your fingers crossed that it works for you and that your insurance will cover much of the high equipment expense. read more

Worst place ever, wish I can give it negative one star. Utterly unhelpful customer service without a single bit of empathy. I told them I couldn't breath at night on the phone five times and asked for help, she doesn't not care. Oh and she was so competent that she couldn't even explain to me why she couldn't make the insurance work and couldn't suggest any solutions for it, no matter how many times and however I tried to clarify with her. Oh and icing on the cake, she hang up the call on me. This whole place is a joke, I'm going go switch to another provider and will share this feedback with my doctor. I don't believe this paper will still stay open for that much longer the way it's run today. Good luck... read more

Have been sent incorrect equipment for two years, continue to be billed for it. Still haven't received the correct equipment. Absolutely horrible experience. You're better off flying to another country and bringing back the equipment you need, at the very least it would be correct and likely cheaper; definitely faster. If and when you're fortunate enough to actually have an order sent out, they play a fun game called "oopsie daisy" where they throw miscellaneous and random items in a box blindfolded while calling the intended recipient multiple times to confirm that absolutely nothing they've shipped matches what was requested on the order or matches any previous order. I desperately wish my doctor had given me another option; avoid if you can. 9/26: They still haven't reached out. Assuming the response to these reviews is a bot :) read more

I was just on the phone with 2 different phone agents and wow the most unprofessional untrained people I've ever chatted with. This lady gets on the phone every question I ask her she puts me on hold. Gets back on and gives a regurgitated answer. Then she puts some lady on named Liz that is rude and finally she tells me she's been doing this for 12 yrs and I said if ur this rude maybe you should find a different job. So unprofessional I feel sorry for anyone that needs to talk to a live person in this company. One thing is for sure they stay consistent bc the service never gets better. read more

But where else can you go when you need oxygen? I emailed them months ago as suggested on the website, no response. I called and they said missing a diagnosis code had they called me or my dr that could have been remedied. read more

PERFORMANCE Home Medical -- Avoid; seek attention else where Feb., 10 2021 1100 This agency has poor customer relations practices, if any at all. I was compelled to be under their "care" by the sleep doc who did my testing, etc. 1. It has been a regrettable experience. 2. There has been lack of communication, unanswered calls, 3. Requests for copies of important documents have gone unheeded., This unprofessional lack of attention to patients' needs and requests brings stress to already frail, disabled recipients. I will seek to change supplier as soon as allowed by Medicare. Why would the sleep doc put me under these people and not another agency is unknown. Are there any kickbacks to this type of referrals? /s/ M L read more

Had fine experiences with them getting me my CPAP and equipment a few years ago. Most recently I re-ordered supplies. They sent wrong item, I called in a week or so ago and they said they would call me back to correct. Still no call or correction of their mistake. Called back again and they say they will call me "soon". Unless they make this better and compensate me for my time I will try to do business with someone else next time. Update on 11/14/2022: As you can see they replied asking me to email them with details. I emailed and have not heard anything back still. Moving down to one star. I hope they make this right and I can update again. read more

OMG, I have S E L D O M been treated so poorly. These people have had zero customer relations training...and are NOT interested in attaining it. I suppose this comes from having the ONLY CME durable medical equipment contract from Medicare. I will be complaining to Medicare as well. I did not proceed with their equipment because of their terribly poor service. I CAN BUY MY OWN UNIT ON AMAZON...what do I need with you? Too boot they are adding 15 additional bucks to my bill (of all of 90 bucks) per month while I pay the try out off. FIFTEEN MORE A MONTH???? Are you insane...? This is part of the continual BS Medicare gets hit with. Medicare is going to get an earful from me. read more

I can't figure out how these people stay in business. I've made numerous calls to make an appointment to be fitted with a different CPAP mask, but no one EVER answers the phone, even after I stay on the line for 30 minutes to be the next call answered. And they don't return messages, so I'm looking for an alternate CPAP accessory supplier in the Seattle area. It's a shame, because during my first experience with them a year ago, i was able to make an appointment at the Cherry Hill office, Patrick Muir was helpful and professional, and I looked forward to continuing to do business with them. read more

This place is not professional. They are rude on the phone. It's a waste of time and money there only out to make money .they do not care about the individual. read more

I had a fantastic experience with the staff at the Cherry Hill location during an in-person appointment and feel more taken care of by Performance Home Medical than other companies I've used in the past. Dealing with DME companies and insurance is always a shitshow so the attention I received at my appointment at this location was very appreciated. read more

I changed from a reliable company that was further away to Performance Home Medical for my CPAP re-supplies. It's been 1.5 months since I spoke to someone to place my initial order. I've had several attempted orders cancelled without my knowledge until I reached out and I still don't have an order filled. Now I cannot reach them as all of their phone numbers sends you to their automated system where you are on perpetual hold. I can't imagine that this is a reliable or good business model. As it is near the end of the year, my insurance out-of-pocket will reset and this company will cost me several hundred dollars. read more

If I could give negative stars I would. For the love of god use any other sleep device provider you can find. Terrible customer service, terrible communication, and sometimes downright threatening. I would stay far away from this organization if possible. read more

Nickel and dime you and constantly wanting you to buy supplies you don't need from them. Poor selection of options on CPAP masks. Billing department does not send invoices explaining charges. You have to call and ask for them, and then they are full of unexplained charges. Now a year later they are billing me again saying they just caught it. Unfortunately the consumer has no choice to use them because for some reason CPAP machines require a prescription. read more

I was informed my request for a CPAP was denied, and led to believe it was the insurance company, Molina Healthcare, behind the denial. I called Molina. They had no record of a request for a CPAP. There's a corporate policy that said since I was "unlikely to be approved," Performance Home Medical didn't even bother submitting my case. They called it "incomplete paperwork." The truth is, it is unlikely that I am sick enough for Molina to cover a CPAP--according to Performance Home Medical. There was nothing "incorrect" about my paperwork. This company lied to me. They made a decision they were not qualified to make--will insurance even cover my CPAP?--and would close all avenues for help. Without a formal insurance denial, I cannot appeal. We all have limitations we wish we didn't have. Staff cost money. Insurance is notorious for being a red-tape nightmare. But their corporate policy is to not even try and then lie about it. Their website says, "Everyone deserves to get a good night's sleep, which is why Performance Home Medical provides sleep therapy equipment and services to help you and your loved ones achieve just that." "Everyone," huh? read more

I have suffered for over 12 years during which my medical concerns were doubted and misdiagnosed by countless doctors whom I often brought the correct diagnosis. I was ecstatic after waiting 2 years for my eighth sleep study to have tested positive for sleep apnea on a polysomnogram, the gold standard diagnostic procedure. The doctor promptly prescribed me an APAP and referred me to Performance Home Medical. When I called, they had devastating news: my insurance didn't cover the APAP I was prescribed. They explained that my insurance uses a different method of interpreting sleep studies that differs from my doctors', so they consider me to be an order of magnitude below the diagnostic threshold for sleep apnea in terms of apnea events per hour. I asked if I should request that my doctor submit a prior authorization form since my sleep apnea has had a severe impact on my health, and the study documented me on camera waking up gasping, choking, etc. plenty of times to indicate sleep apnea. They said my insurance doesn't have a prior authorization form or process, so this would be impossible and that I should have another sleep study conducted, which felt both disingenuous and disrespectful of my time, the sleep clinic's time, and my insurance's money. They already knew I was 10 times below the diagnostic threshold using my insurance's inaccurate methodology and that no amount of retesting was going to get me over the hump. Crushed, I called my insurance, and they said they do cover an APAP in my case since I've had one before, but that they were surprised I was calling because they didn't see any denials in my record. They added that they always cover the first 3 months even without a prior authorization form. Surprised, I asked if they had a prior authorization form, and they confirmed that they did, but that it was only needed after the first 3 months. Not knowing who to believe, I called Performance Home Medical back, and this time they admitted that my insurance does have a prior authorization form, that they had never submitted any documentation to my insurance, and that they had known all along that my insurance would cover the first 3 months of treatment without prior authorization. I asked them to submit a prior authorization form so that my insurance could be the one to make the determination of what was covered. They refused unless I called back with a call reference number from my insurance. In lieu of calling them back, I wrote this review. When I have a problem with only one individual, I tend to suspect the problem is limited to that individual. When I have a problem with only one department, I am inclined to suspect its manager. When I observe a consistent pattern of callous business practices and policies outside the control of representatives of multiple departments at a company, and multiple CSRs have publicly said things like "they don't give two fs about their pts; they just care about the bottom dollar" (c.f., https://www.indeed.com/cmp/Performance-Home-Medical/reviews?fcountry=US), I grow to believe that its owners have lost touch with the human costs of their profit margins. So, to the owners and executives of Performance Home Medical, please stop shaving costs at your patients' expense. It is not your business to attempt to make preemptive determinations of coverage. You will invariably make mistakes that will cause irreparable medical and emotional harm to some of your patients. When untreated, sleep apnea can take a decade or more off peoples' life expectancy, to say nothing of one's quality of life in a perpetually sleep deprived state or what it's like to go to bed every night for over a decade knowing that you will wake up choking and gasping for breath 40+ times. Quick little lies to get off the phone and cheap shortcuts to save paperwork won't cut it. From the sound of employee reviews, you underpay, overwork, lie to, and manipulate your employees, pressuring them to take as many calls as possible each day without properly training, supporting, listening to, or retaining them, so I get why they might not be overly enthused to help me. Yet your business is deadly serious, and you must operate it seriously. In my case, you neither knew nor asked if I had previously had an APAP, which matters according to my insurance. You also failed to inform me that my treatment would have been covered for 3 months. By deliberately withholding this information, you attempted to make a personal health decision on my behalf, which is grossly unethical. You probably could have made more money by billing my insurance for those 3 months too! When I communicated these matters to you privately, you never apologized, demonstrated any comprehension that you may have done something wrong, or took any responsibility for your actions. No, you just wanted that call reference number. I am unwilling to do business with you ever again, and I will advise my doctors' office to take you off their list. read more

I appreciate that one of their offices is located only a 10-15 minutes drive from me in Seattle, and that I can schedule time with them as needed. And, I like the staff at that office. However, ongoing care is frustrating - reorders are done over the phone - you can email them that you want a refill but they follow up with a phone call to place the order. They don't offer free shipping on equipment unless you buy $100 worth. If you just need one item, such as a lightweight hose ($40), the shipping charge is over $10. So, they force customers to purchase more than they need to get free shipping. (which in my case is ultimately a greater charge to insurance). Competing providers offer free shipping at any value. read more

On hold for more than an hour. No response on equipment order from several weeks ago???

Performance Home Medical will rip you and your insurance off. My last bill went from the usual $52 to a whop[ping $210.00 Then I discovered that they tacked on an extra $128.00 for the face mace that is part of the head gear and that they were charging $178.00 for 2 additional adult large face masks. Very shocking they would do that and then have the balls to ask if I was ready to reorder. I am passing their fraud on to Medicare and hope their credentials get pulled. read more

This has been the worst experience with a company ever. I got my machine and it was not working for me at all and making my sleep worse and they gave zero support or assistance. When trying to return my machine they have me on hold for up to 45 MINUTES AT A TIME! And for weeks I tried and even pressed 1 for the call back. I have been trying for six weeks to return the machine before the 90 days was up for my insurance covering it and now that has lapsed and they hit me with a massive $700 bill that keeps going up because nobody will get back to me. I finally got in touch with someone who escalated it and said a higher up would reach out to me. That was a week ago. Today I just received a call for them to try and sell me more supplies. No communication internally clearly at this company. My bill keeps going up and they will not help me resolve this. Absolutely unacceptable and terrible business practice. I cannot recommend you use another company enough. read more

I am completely fresh to cPAP treatment. I went to Performance Home Medical (PHM) to get an education session. The instructor, Jose Garcia, provided a session which is very informative and easily understood. He used vivid examples from our daily life to help me understand why I got some symptoms after I started using the machine one week ago. I also learned a lot of practical tips from the session in terms of insurance, equipment adjustment, and how to handle some special situations. I feel much confident and comfortable with the treatment. Thanks Jose and PHM! Looking forward to build a long term relationship going forward. read more

Worst service I have ever dealt with. My mother's oxygen machine died in the middle of the night. Called their after hours line and after waiting on hold for 20 minutes, I finally got someone on the line who put me on hold for another 10 minutes. When I spoke with that individual (Art) I attempted to explain to him that my mother only had about 3 hours of oxygen supply, and asked him if a tech could be out in that span. He assured me a tech would be out within the next two hours. Two hours later, we still had no contact. I reached back out and they continued to give us the run around and told us they couldn't Rea h the tech. We went back and forth for another hour before we finally touched base with the tech, who confirmed he hadn't even left yet. I had to take my mother to the er to get oxygen ND then return home to ensure we swapped the units. The customer service from this company was beyond rude, and refused to communicate with us regarding the whereabouts of the tech. I could go on, but bottom line, this is the worst service we have ever received, and I can't say enough bad things about the experience we just had. read more

I absolutely do not recommend using Performance Home Medical. I tried their PAP machines, worked with their technicians, and it ended up not a good fit for me. I returned the equipment and unopened supplies in March. I kept getting bills and was paying them until I noticed the bills kept going up. Finally in June I called Performance Home Medical and asked an accounting of what they were charging me for and what I had paid. I was told a Biller would contact me. In July I received another bill that now had late fees attached. I had never received the promised call from a Biller. I asked to speak with a Biller, and there was no Biller available to talk with me. I was told they would remove the late charges, and that a Biller would call me. In September, no Biller has called. I now received a phone call from Performance Home Medical saying that my bill is due, I have late fees, and they are threatening to send me to collections. I called again. Again I was told there was no Biller available, no Supervisor available, and that a Biller will call me early next week. Do not use this company unless you have no other choice. If you do use them, take detailed notes every time you talk with them. They are not trustworthy, and they do not follow through. read more

These people are complete idiots don't bother dealing with them they don't even know how to order supplies on a regular basis they also don't know what the ordering rules are with Medicare they are complete assholes to deal with read more

I have been trying to contact Performance Home Medical for months (7 emails and a phone message) about a defective nasal pillow system they sent me. I get nothing from them but late notices for the bill for that order. Looking for an alternative supplier. read more

I called before coming and explained that I was from out of town and needed a small part $10 for my cpap breathing mask and was told to come down and they could help me out no problem. When I got there, Kara, who is a useless excuse for a human being, had no interest in helping and was only interested in leaving the desk to go get her Starbucks down the hall and leaving her office unmanned. She had no interest in trying to assist and only told me what she couldn't do and reminded me that they closed at 5pm multiple times even though I arrived 20 minutes before they closed. When I asked for a supervisor, she said she did not have a supervisor at that location only in Kent, Washington. I find it hard to believe that the front desk person ran the location.Instead of offering to call my provider I had to leave and go up to the ground floor to make a phone call and would not hand off a call from my provider to my cell phone when she walked by trying to get her Starbucks. No service no compassion, I would never recommend this company if they would retain an employee like that. Epic fail! read more