Like some companies, they're fine UNTIL you have an issue. Then, watch out. Customer service and customer satisfaction isn't a priority, even with a business relationship that goes back over 15 years. They don't listen. They billed the wrong insurance company after being told changes were coming and 'please contact me' if a claim didn't go through. They didn't. Instead, they resurrected a charge card they hadn't used for over TWO YEARS. I didn't know they used that card until I researched a no interest purchase on that card was off-track to be paid off on time. Wow. I escalated to the billing manager. What a waste of time. She couldn't follow simple instructions either on the call back and stubbornly refused to accept responsibility for this error. Did they fix it right away? It's weeks later. I'm still waiting. read more

RR sent me CPAP machine, mask & hose. I had 90 days to comply for Medicare to pay. First 60 days I hated it and used it erratically not complying for Medicare payment. At MD's follow-up requirement, nurse called RR and said I needed a person-to-person demo. "Hansel" (a CPAP user himself, what could be better ! !) came and gave me tips. For remaining 30 days all I had to do was use machine 21 consecutive days (noon to noon) for minimum of 4 hrs or 240 minutes per day to comply. I was able to comply thanks to "Hansel." read more

Very upset with this experience. I was referred here because of the location and confirmed the Springfield location with the representative. Then there was a delay for my insurance approval, it has taken 2 weeks to get resolved. When I called back finally to check on the status, they said they did not even put in my order to insurance yet!! Finally I received the email that I could place the order and I called again, they said there was a mix up and they were still waiting. Another week went by (going on week 3) and I got a call to schedule my order. I confirmed my details and then the representative told me there is not a local location in Springfield, even though it is confirmed on google and confirmed from them when I first spoke to them. That is why I chose this location, because it is right across the street from me. I would never suggest using them. The woman on the phone had no customer service, did not even apologize. 0/10 read more

My Doctor sent an Rx to Reliable Respiratory for a new CPAP machine and supplies in November, 2021 -- 6 months ago. Although supplies are available, the rep. I spoke with said that they are still 'waiting for machines to be allocated,' which is vague and misleading, since they have the exact machine in stock today. Reliable Respiratory will happily sell me the CPAP machine I need, but will not provide one to me under insurance because of 'business policies'. I understand this business policy: it's called 'bait and switch.' read more

Does not follow up with customers. I had an order placed for 8 weeks, or so I thought. I called after 2 weeks and was told there are supply chain issues. OK, understood. I called after 8 weeks and was told there is no order. So I went weeks without any indication that my order was not proceeding. Time wasted in getting needed medical supplies. Seems they do not call customers or patients to give them news. read more

My experience was positive until they sent an email stating they had not received the $35 initial investment. I emailed back with a screenshot of my Visa bill showing the charge from Reliable. They insisted that though I showed the charge on my statement, their finance department did not show the payment. They want me to send another $35, which I will not do since I have proof that they were paid. After all the emails and phone calls both with them and with Bank of America Visa, they insist on an additional payment or a return of the machine I will be taking the machine back to them first thing tomorrow morning and can't understand how they are not grasping the fact that I have already paid the bill. read more

ive had no cpap machine for a week because the plastic piece that holds the mask broke. I called Monday because their closed on the weekend. I told them I need this piece I will pay out of pocket because I just got new health insurance well the lady said don't do that because that order will ship today call us at 4:00 to make sure and quess what it didn't ship. I give up!!! frustrated!!! read more

I appreciate your attempt to send my products elsewhere but I would have greatly appreciated them early as requested AT MY HOME.

On behalf of my husband: Supplies are regularly mixed up and not what was ordered and then because insurance has already paid for it he cannot get what he needs; when trying to remedy the wrong order it takes almost an hour to speak to someone and get things re-ordered and they act like they don't believe you when you call about this. Something has changed over the past year and it's not good. Going with another company because his blood pressure over issues like this is not good either.Whomever is packing these orders needs to know what they are doing! Would not recommend this company! read more

The should be call Unreliable Respiratory. I was on the phone with them in the afternoon about supplies I ordered. These supplies were ordered 10 days prior and not response. I spoke with customer services and the moved me from one person to another. Finally got an email at 7:15 pm stating that my order was cancelled after the person I spoke with said I was on compliance and the order was confirmed. Health Care is in a crisis!! read more

I was on vacation in the New England area and I forgot a part to my CPAP. This made my family miserable! I had to make many phone calls to find someone who could help me and came across Reliable Respiratory. The person I spoke to on the phone was so nice to get me to the right place for help that same day! Dayanna S. at the Norwood, MA location was so helpful! I can't thank her and Reliable Respiratory enough (nor can my family!!!) THANK YOU!! read more

I highly recommend them and am so confused by the negative reviews!! My doctor recently sent me to them for a new CPAP and supplies. Absolutely everyone I've interacted with from various departments have been amazingly helpful, friendly and really went out of their way to ensure I got the best treatment possible. Even replaced a mask for free to a different one that works better. I've worked with a few medical supply companies & this one is the best by far! read more

I have used them for 2 years and while their online ordering portal was not fantastic at least it was usable. Sadly they transitions to a new portal, apparently 3-4 weeks ago depending on who you speak with. This portal is worse because you cannot actually order anything, all you receive are messages that an error occurred. They have no clue as to when this will be fixed. It is obvious that the company did not do any testing of this transition to their new portal and their customers suffer. read more

worst customer service i have ever had with any company. put on hold 20 minutes twice,finally hung up. read more

I just recently received a cpap , during the time I call numerous times to get help with the machine and equipment after3 attempts, not get nothing but put on hold and a headache, when I called them to return the machine I was informed I had a bill, to my surprise because I told everyone I dealt with I can't afford additional bills and several of the people informed me there would be not be additional costs Totally misleading. I spoke to a supervisor, believing they would stand by what they quoted me Totally misleading. Poor Customer service My message had nothing to do with insurance quotes. Had to do with CUSTOMER SERVICE The Constant pursuit to use your machine being called three or four times just to participate if you try half is hand with customer service your business will be running a lot better read more

I have been working with Reliable Respiratory for a while. In general the company has consistently provided the supplies and support I have needed. Recently, my CPAP machine malfunctioned resulting in several sleepless nights. The staff went above and beyond to adjust my machine and resolve the problem in a timely manner. The kindness and competence of the technician, the owner, and the front desk staff helped me to resolve what could have been a very stressful situation. read more

I was diagnosed with moderate sleep apnea in February of this year. My PCP ordered a CPAP machine for me and I was told at that time that it could be a few months before it arrived. I finally received the machine in late July, about a week before I was scheduled for kidney surgery. Too much was going on at that time and I decided to wait until after my surgery to begin using the machine. I was told that I had three months to comply with insurance requirements, so this worked out fine. I began using the machine in late August and complied with the directive to use the machine at least four hours per night for 28 consecutive days within the first three months. Next I was told that I needed a follow up visit with my doctor to comply with insurance requirements. I was told that a televisit would satisfy the requirement and I made an appointment for September 30th. Everything went well and I thought no more about it. Then, the following week my doctor's office called to say that the televisit didn't satisfy the insurance requirement and I had to have a face-to-face visit. We scheduled that visit for October 12. I also had a telephone conference visit with the sleep doctor from Lowell General Hospital on October 11. To date I have had THREE follow up visits. Imagine my shock when I receive a telephone call and a nasty email from Reliable Respiratory saying that, since I haven't complied with the insurance requirement for a follow up visit, I would have to either send the machine back or pay for it out of pocket! When I asked why they hadn't called my PCP, they said that they had tried to call, but their phones weren't working! How is that my problem? The last time I checked, I don't have a medical degree and I don't work as a secretary for Reliable Respiratory! It isn't my responsibility to act as a go-between. They need to do their job and get whatever information they need from the doctor - I cannot provide them with this information, nor should I be expected to! This whole incident speaks of gross incompetence, and for Reliable Respiratory to call and threaten a patient in this manner is unconscionable and completely unacceptable. Avoid dealing with this company unless you are prepared for some extremely shabby treatment. Take your business somewhere else! read more

After speaking to Casey, We were told the Freestyle Libre 2 would be $255.01 every 3 months for a 3 month supply. After we received the 3 month supply, They are trying to charge me $255.01 per month. I can get the same product at CVS for $75.00 per month. Why would I agree to huge increase. Do NOT trust them. I'm also going to the BBB. read more

I had re-started CPAP therapy two weeks before I went on vacation, and already had too much stuff to carry -- luggage weight restrictions would be different on the last leg of the trip. Of course, I dragged my feet about ordering a travel CPAP machine and Kerry at Reliable Respiratory was able to program and send me a new machine 48 hours before getting on a plane. I also like that replacements are not sent automatically, as I am not as rough on my equipment and like to be conscientious about replacing items when they are truly worn or deteriorated. They also offer a limited number of other CPAP accessories (that are rarely covered by insurance but make use of the machine much easier), but I wish they would offer more so I can trust the item I am purchasing will work with my machine. read more

Extremely lacking common sense and customer service. They changed the mask I was using without consulting me, and sent everything my way when I was ordering a resupply (again, without even telling me). The new brand of mask was nothing near as good or even the correct size when compared to what I was using. It has been like pulling teeth to get them to correct their mistakes, which they of course want to make ME pay for as if this was MY doing. Clearly they can't own up to their mistakes and foot the bill, instead they want to pass every penny of expense onto their customer. Absolutely horrible business practice. read more

I am new to the whole CPAP experience. They have been a fantastic help this big transition. Outstanding customer service.

Frustratingly, Reliable Respiratory won't respond to emails, either sent directly to their support@reliablerespiratory.com email address or sent via their online form. I've sent five emails so far over the time I've been a customer, and I've received one response. If the company isn't going to respond to emails, please don't post ways for customers to contact you via that method. read more

Recommended by my sleep physician to get my CPaP equipment from. Could not ask for an easier company to work with. They sent a representative to my home to deliver the equipment and supplies I would need. She went over the operation, maintenance, and how to replace-order the supplies I would need. The company billed my insurance company, fortunately my coverage pays 100% so I have no out of pocket payment. When it is time to re-order supplies, the machine gives me the message to re-order, I simple call Reliable and within a few days they have billed my insurance company and my supplies arrive at my door. No muss, no fuss! I recommend Reliable Respiratory to anyone needing the services they provide. read more

Hey this a terrible always looking for your money watch out for this people they will drain your wallet. That's all they need. Nothing more. They have set up the out fit I in such a way that all their bases are covered and if you think you going to get anything from them think again yoU going to pay till your bank collapses. They did it to me until I realized I could get the stuff at pennies on the dollar on Amazon and other stores like AM PM in Brighton or Rosen In Belmont or any medical supplies store. Keep far away from these crooks. read more

My wife Ruth has respirtory problems and her doctor contacted Reliable Respirtory. The technician ( Jack Hinson) arrived Sunday 2/25/2023 & set up & explained the equipment. Very impressed with the service. - Thank you Laurence Connelly - 5 stars read more

I had a bi-ap machine for five years without a problem. Then I got a new one which had a code 101 for something. wrong I had a hard time trying to get a new one to replace it but did get a new one finally. Then the second one says there is a water level problem. Reliable will not give give me a new one. They would take this back and fix it but I would be without a bi-pap machine while they are fixing it for about 10 days which I can't do. Then, reliable send me a new type of mask which I like better than we I had. It wasn't what I usually get. They also sent me a cushion. I opened the package to see is this cushion would fit the new mask but it didn't. I want another cushion but they won't give me one unless I pay for it because i opened it. I want one to replace the one they gave me that is wrong. I shouldn't have to pay for a new one because they made the error not me. read more

I am completely unsatisfied with the service that I was given by this company. I would never recommend this organization to anybody who needs a CPAP machine. Words that come to mind...rude, not compassionate, unresponsive! If you need CPAP don't buy with them read more

Customer service was horrible. Unit was backordered but never bothered to call and tell me that. Then scheduling kept texting me but you can't return a call. When you call they take a number and then they call you when it's convenient for them. ( Fri afternoon in traffic ?). Wanted my credit card but couldn't tell me what the charges would be? Then when I questioned her, she responded do you want to cancel, so I replied I guess I need to. Called back Monday morning, to speak to a supervisor ( Laura P ?). but was again transferred back to scheduling and told they would call me back. Now its been two weeks, so I am moving on! Glassdoor rates the company as horrible to work for, so it appears they take it out on their customers. read more

They really do try to please. And they are polite. Trouble is, nobody there seems to really care--not about you, your needs, your particular problems, views or insights on the services or products offered through the company. They are very nice when I call to re-order, or request a doctor's report, but they have absolutely no clue as to what they can do to actually assist in my satisfying the goals of my doctor's therapy. They have no system for monitoring my usage, device needs, or expiration dates of existing equipment. For example, they never call or send out a courtesy notice as to when my current supplies are ready for refill--a basic service that would actually improve their company profits. When I call, they have to check if it's time for a refill and I think, wtf, they didn't flag my account? If they don't care about their profits, then they sure as hell don't care about me. Oh, it goes on, and I would be happy to chat with them about these aspects of their business, but I recall trying to explain this to one of their representatives in their offices one day and he really did look totally bored dealing with an old guy going on 80 years. Yeah, well, when you get old, you know a lot because you've seen a lot. Anyway, if you want a reliable company to fulfill your order and don't mind having to keep up with your own schedules and re-order times, this outfit will fill your needs. If you want a company that offers more, then please, oh. please, do send me their info when you find one. Thanks. DanSpeers@Comcast.net read more

Fast, easy and reliable. Not the cheapest option but you pay for quality and I'm always pleased when my pas jages arrive full of the high quality supplies I rely on. read more

My husband's CPAP was part of the recent massive recall of Phillips machines. Toxic foam in the machines. Reliable Respiratory hasn't reached out at all. In the meantime, they continued to send promotional emails trying to get more money out of us. This is absolutely negligent, possibly even lawsuit territory. Will never use them again. read more

I have sleep apnea and I got a CPAP machine from reliable respiratory the first time when they came about a year and a half ago they set the machine up in his name is Hansal. He was just wonderful. Showed me everything help me pick out a mask all the tools that came with it but a year and a half later I asked for Hansel to come out and help me again with a different mask. They sent me Tammy she was wonderful she help me out with better mask etc. she was great and again I had problems so five months later which is today I got her again and she was just wonderful again hopefully this will be it. I have a hard time just grasping this machine but I feel like I got it now, so thank you Tammy very very much. I will tell you one thing th this company is right on board with everything and really helps their customers to the fullest from getting supplies to having a person come out and show you. I rate them a five they were excellent. read more

If I could give less than a whole star than I would. Customer service 0, they never pick up the phone. They answer messages hours or days later. Delivery 0. I'm now going on 9 days with no CPAP machine because they can't get the new power cord to me. I'm done with these people. If I had a different option I would take it. You're messing around with people's lives here. Do you honestly think sleep deprivation is cute. I'm just over here going insane. read more

I called to order supplies, asked them to run through insurance so I know what I would be responsible for specifically telling them insurance details. They say they did, quoted me a price and sent the supplies. A month later they billed me over 3 times the original price! When I called they said they made a mistake and I could send back unopened supplies - really?? after a MONTH?? He being a supervisor with no one over him advised they would do absolutely NOTHING about this bill! I would expect that when someone calls and asks for pricing prior to purchase they would receive the correct info. Very concerning - be careful! read more

My husband and I could not say more nice things about this company. Not only was everybody super helpful they went above and beyond to help us with a stressful situation. My husband uses a CPAP machine and unfortunately his was on the Philips recall list. We decided we wanted to switch brands all together and just buy a ResMed. He had been going without his cpap for the last few days while we waited for the Dr. to write a new prescription and our quality of sleep has declined. To makes things more stressful I am 9 months pregnant and due any day now! When the order finally came through it was a 3pm on a Friday and we live 2 hours away from this location. They put a machine aside and we hopped in the car to pick the machine up. Because it was Friday we naturally hit traffic. Even though they closed at 5 the customer service rep reached someone in the office and they agreed to stay open late so we can get our machine. ( Thank You Chase!) Chase was even nice enough to go over the machine and answer my husbands questions even though I'm sure he wanted to go home and start his weekend. Great customer service! read more

The phone customer service may be alright,(didn't use it much) but the in office customer service is deplorable. The receptionist is very professional but almost to the point of offensive. I had an appointment to pick up my machine and arrived at my scheduled time. I waited 30 minutes, when shown the office, no previous client came out and the therapist continued eating his lunch. No apology. The machine did not work out for me. Once again I offered to drive down to their office and return my machine. Made to wait 10 minutes, rep. Came out, (Pam)ignored me and responded to receptionist that she did not need to speak to me and left. All this went on while I was surrounded by customer excellence and positive unto ear connection signs. REALLY?!?! read more

These people were really good until, after two years, hospice wanted me to change. We had a problem with the portable oxygen because I was told I was approved. When I asked if they would take me back they wouldn't. I returned their portable oxygen but it didn't t make a difference. They know I'm dying so watch what you do?? Gayle Roy read more

I have been using reliable respiratory for years for both my cpap supplies and my Dexcom. I can not say enough wonderful things about their great support, courtesy and customer service. Supplies are delivered on time and when I dropped in unannounced in Norwood they were great. You can actually talk to a person. read more

This company is the ultimate rip-off. Not only were they taking money out of my checking account monthly automatically without telling me why, (I thought it might be for a new mask, which I needed, but it turned out they weren't accepting my insurance due to non-compliance.) I COULDN'T USE THE CPAP BECAUSE- AND I TOLD THEM THIS- THE MASK WAS MAKING MY FOREHEAD BLOODY. IT HURT! WTF! They said it was a catch-22 and there was nothing they could do about it. Well, I am warning people away from this third-rate company. Go somewhere professional! read more

0 Stars. Reliable Respiratory failed to inform us that they were out of network from our Insurance. This machine would have been fully paid for by a in network provider. The full cost of the CPAP machine [approx 1k] was charged to our out of network deductible. Reliable set up a 35$ monthly payment plan in addition to a initial large fee. Fast forward there is a huge recall on the 2021 CPAP machine that we just received. What does Reliable Respiratory do....they charge the full amount of the machine that is recalled to my credit card without permission. No more payments. They want the recalled machine fully paid for less then a month out. Customer service unhelpful. No explanation other then we have to pay the bill. If we do not we will be charged a fee. We will be speaking with a lawyer to look at options. Something is not right here. No transparency. Where is the honesty and accountability. read more

Reliable Respiratory - The bill after the unauthorized credit card charge. - Medical Supplies Near Me - Norwood, Massachusetts