I am among the thousands who were using Philips Dream station CPAP machine that was recalled in 2021. I was furious I learned about this recall from Nextdoor and not my medical supplier, which is Adapt Health. And in the middle of COVID! I put a claim in for a new machine of Phillips website. I heard nothing from them until recently when they finally contacted me that they were sending a replacement. In the meantime, I went on-line to buy a new machine. Because of the supply chain issues at the time, it took 8 months to get. When the new machine arrived, I took the recalled Dream Station to Robertson's to turn it in. I handed it to the person behind the counter and told him to do whatever they do with equipment that was recalled. Almost 2 years later, I finally received the new machine from Philips. However, it was only the motor part. The humidifier reservoir, tubing, electrical cord were all missing. he instructions said to use the attachments from the recalled machine on this new machine. Today, I drove out to Robertson's with the new machine. In the office, behind the counter, there were two people in cubicles sitting at computers. I was talking to the woman in the first cubicle, but it was the gentleman at the desk furthest away who listened to my story. He looked my account up on the computer and then got up to help me. When I explained to him that I had dropped off all the attachments with the recalled machine at their office two years ago, he said he would see if he could find the parts that would fit this machine. He was gone into the warehouse for about 20 minutes. When he finally came back, he had all the pieces that went with this new machine. He showed me how to put it together and then sent me on my way. I wish I had taken his name. He really combed through the supplies to find what I needed. I was pleasantly surprised by the effort this man took to help make this new machine work for me. That's what I call customer service. read more

Idk who the previous reviewed dealt with but the company I visited on Seminole Tr in Albemarle Co VA was lovely. The gentleman at the front desk was gregarious and engaging and answered a few questions for me. My technician, Tom, was also wonderful and walked me through my new CPAP (not my first). That said, I have to call bc I'm having trouble with my machine. I'll update w my customer service experience. ​​ read more

This place is horrible. My doctor sent them a prescription and I received an automated call back saying Roberts would be in touch soon to schedule an appointment. Three weeks went by. I called them and just received automated messages. I called again and spoke to a person who transferred me to a line that was just automated and promised a call back. I never received a call back. It's now been a month since I initially talked to Roberts and I still don't have an appointment. read more

Absolutely the worst, most incompetent company I have ever had to deal with. Trying to get an appointment to get my new CPAP machine was a nightmare. Finally got it, hate it and want to return it. I went through multiple calls, multiple transfers to finally get to someone who said they would send me a box and return label. Two weeks later, still no box, and I again go through multiple calls, holds, transfers before I finally reach someone who told me that the person who promised a return box was not authorized to do so, so they never sent it. Now don't you think you would at least call the customer or correct the error rather than just dropping it? Not this company. They are horrible to deal with. I will NEVER deal with them again! Don't waste your time! read more

As noted elsewhere, Robert's customer service is abysmal! Have called twice and spoke to someone nice who said I should be transferred re a CPAP supply extension. The first time, I was told to "call back later." This time, I've been on hold for just under 16 minutes -- I stayed on longer than I expected, but I became curious. Now, I'm periodically told that my call will be taken in the order called. Now almost 19 minutes, and I'm giving up -- will never contact them again. I've bought CPAPsupplies from them for years, but no more!!! As a physician myself, this service is just awful for customers. read more

i had an apointment today and was told to come back in 3 hours. they were at lunch and that i did not have an appointment. ggggggggggggrrrrrrrrrr read more

Customer service sucks. Truly. They called me in March regarding my CPAP supplies and said that I would receive them shortly... Well now it is the end of July, and I called them two weeks ago to say, "Where are my supplies?" And as I write this, I am stuck in the loop in Never Neverland. And I still have not received my supplies. After finally getting through to and speaking with a representative, she has now put me on interminable hold, as well. I am seriously wondering if this company bills the insurance companies for products that they never send, and of course we (the consumer) never know about it, because the insurance companies pick up the tab. Makes you wonder. And now My cold has gotten dumped and I have to call them back. Horrible, horrible company and service. read more

My doctor ordered oxygen equipment for me. It took almost two weeks to get it. The delivery arrived about seven pm, at dinner time. What was delivered looked like something from a salvage yard. I needed oxygen to use when I am walking around, to see if it would help my shortness of breath. What was delivered was a small oxygen canister, about an hours worth. It weighed well over six pounds. It came with a sling to carry it in. I have arthritis in my shoulders and can't carry the thing. I know there are lightweight oxygen concentrator on the market that don't require a tank of oxygen. I have dealt with this company for Cpaps and supplies and they have always been terrible to deal with. I am sending all of this junk back and will find a reliable company to fill my medical supply needs. DO NOT, DO NOT USE THIS COMPANY. read more

Roberts lost my paperwork for a scooter 2x and then asked me to reapply again. This occurred over 14 months. They have not returned my phone calls after leaving messages several times. Go somewhere else if possible. vance read more

I have been trying for several months now to get a CPAP machine up and running with this company. I have done everything that they have asked me to do or to try. My doctor has complied with each request, and faxed in the information that has been requested. The faxes apparently go into some black hole, as the local office claims that they never receive them. I took the time last week to go to my doctor's office and pick up the documentation and hand deliver it to the office of Roberts on Seminole Trail. The tech I deal with was not there, and I was told she was out on calls. The other person could not or would not help me, but did tell me that I needed to go to a sleep doctor. They already have my sleep study...she apparently did not wish to take a minute and review my chart. I asked that the tech who had been seeing me call me upon her return, but that was five days ago, and it hasn't happened. I just figure that my insurance company has paid them for the machine, they have their money, and see no need to call me back. I do not sleep well, and this can lead to other things. I am trying to do the right thing, but am not getting far with this company, for sure... read more

Several weeks ago I received the customary phone call about supplies for my CPAP. I said I was ready for all the supplies. I kept waiting and they never showed up. A couple weeks ago, I called to find out what happened because my supplies never arrived. I explained that my tubing was in such bad shape that I have had to repair it with duct tape since I have been waiting so long. I was told they had been trying to reach me for payment because their policy had changed and supplies have to be prepaid for now. This had never happened before, but I went ahead and prepaid. I also had a credit on my account so I didn't even have to pay very much. My supplies still are not here. My tubing is still held together by duct tape. I had the flu and I'm still using the same face mask. It is getting ridiculous. Ever since I got my CPAP machine, I have had customer service issues. I've gotten wrong sizes, parts for some other type of CPAP machine, sent things back, brought things back all because someone sometimes sends the wrong thing. I even had someone argue with me once that small was the correct size cushion even though medium is what I had that came with the machine. Customer service is terrible. I use them for supplies because that is where my doctor sent me to get the CPAP machine. If you have an option to do business elsewhere you should. You might speak to someone who sounds very nice or who says they will look into something but the bottom line is, when it comes to getting you what you need and pay for, they are incompetent. I'm going to see what choice I have to get supplies somewhere else. read more

This business does not return calls, keeps you on hold for long periods of time and disconnects. Go elsewhere for your medical supply needs if you value your life and sanity. I'd give zero stars if possible. One star is over-rated. read more

Yep, Severely Understaffed apparently. On "hold" for over 15 minutes trying to get help for my 98 year old Mother. Bad hold music, followed by pre-recorded adverts. What a wasteOide company. Look around to see if anyone else can help you if you're really in need. (sigh). read more

The home company of Roberts Home Medical needs to change how they do business. Right now there is no way I can contact any of the people at the Charlottesville office. I have to call the main office in Germantown, talk with a faceless stranger who doesn't know me or my problem, and then get rerouted through one or two more people before I talk with the "right" one. Of course, that's assuming that someone is there to answer the phone, else I'm just left hanging. It's a totally screwed up system. Oh yes, the main office has a habit of "losing" paperwork or faxes that are sent in and not caring enough to let you know. Once more, you have to try to contact someone who cares at the distant head office. I had absolutely no trouble with paperwork or scheduling/getting repairs or other medical equipment help when I could talk directly with the Charlottesville people. They were excellent - and still are when we finally connect. And I have no idea why Yelp lists me as being in Fort Myers, FL, when I'm in Charlottesville, VA. read more

Absolutely the WORST customer service possible. If you can find someone else to do business with...do yourself a favor and find another Company to do business with. read more

My mother went to Robert's because her CPAP machine wasn't working correctly and she needed a part. The lady behind the counter was very rude and did not even try to assist her. Will go to Lincare from now on. read more

Have had problems with Roberts since I got my cpap machine through them. This time, their automated machine called and said it was time for supplies for it, did I want them to order them. I said yes and expected it to be handled. Over a week later a representative from Roberts called me and said I needed to pay the co pay amount before they would order the items. I said "Great, a week later you want money before you order. How much?" $128 she said. Now, I know you can get all the items online for about that amount, so how is this not covered by my insurance. She said it was much more and this was the co pay left over. B.S. I stated, you better check it again. Minutes passed, she says, "oh, yes, I see, the co pay amount is $26". Glad I wasn't 100yrs old, and trusting. Be careful. read more

Every customer service experience is worse than the previous one. You never get what you order. Never. I am going elsewhere.

Absolutely the worst company I have ever dealt with. My husband has been trying to get CPAP supplies for five months. Dealing with them is a nightmare. The representatives (as well as the supervisors) are clueless and keep blaming the insurance company. The insurance company says they approved new supplies every three months. Needless to say, who do you think isn't telling the truth? Will be buying my supplies online and NEVER dealing with this company again. I am sure they won't be in business long. read more

My mom has been dealing with this medical supply company for two years. For two years she hasn't gotten any CPAP supplies from them but they have charged her, billed her insurance for things she has not ordered! Which they cannot order anything unless she gets fitted but they haven't had the time to fit her. Her medical bills are through the roof now for things she has not ordered or received! They call her weekly trying to get her to buy supplies but she's has already switched companies and as said numerous times she does NOT order supplies over the phone and never has. This company has essentially committed fraud and she has now been sent to collections(she has never been put in collections for anything in her life) for supplies she has not ordered or received! This supply company is the absolute worst medical company to deal with! I suggest don't even start dealing with them because even if you try to leave they won't let you go! After reading the reviews on here I'm glad we are not the only experiencing the same issues. Again they are committing fraud by billing insurance companies for supplies people are not receiving and haven't even ordered! read more

Just called Roberts to check on the status of my 85 year old Mothers walker. I was told it takes 24-48 hours for them to review everything. Being that it's Friday that means at the earliest it will be Monday before the walker is delivered. I ask exactly what had to be reviewed since they have the physicians order and she has Medicare?? The response "oh we have to review and confirm that information". It takes 24-48 hours to review a request??? Oh and no my picking it up wasn't an option even though I live less than 10 minutes from them. I guess that would cut into the delivery charge they'll add. I knew I should've been specific with the doctor and requested LinCare! I just hope my Mother doesn't fall before Roberts can finish their review! read more

Roberts Home Medical, Keep calling to find out when my Cpap equipment will arrive. Get disconnected, transferred, then have to leave a message.Then No one calls back.. Call back and found out young man gave me the wrong information. Wish there was another company to get my equipment from. read more

After I received my sleep study results, my doctor recommended that I go to Robert's Home Medical to review my equipment choices and find the mask that worked best for me. The following day, I looked up the service and saw the Yelp reviews, but decided to go in anyway and managed my expectations. A staff member greeted my promptly and asked what I needed. After explaining and providing my paperwork from the doctor. She told me that the tech would call me to set an appointment. The next day, I was called and we were able to meet the next business day. The technician was very helpful, listened to my concerns and fitted me with a mask that would suit my needs and I left Robert's that day with all my equipment in tow. I recognize that most of the negative reviews are directly related to getting replacement parts, however, my initial experience was positive. I will update when I cross that bridge. read more

Horrible customer service. I called and called and called, every time I waited at least 15 minutes to get to a person and all 3 times I was told I was going to be transferred to cpap and all 3 times my call was dropped, busy signal and then dial tone. Ridiculous. All I am trying to do is to change my address for the 2nd time so they send my supplies to the correct address, I have given them the correct address already, but they still sent supplies to my old address that we moved from in August. Horrible business to try and get help from, you can never speak to a human, and when you do they pass you off quickly to someone else, noone ever wants to be accountable for anything. Who is in charge and how do I speak to a real person??? Tried calling the actual office where I picked up my cpap and get the same crazy answering machine with prompts. Roberts Home Medical SUCKS, people need their medical supplies, and you would think they would be sensitive to that. read more

I had to have my CPAP machine replaced as the one I had used for years had gone bad and upon doctors Rx I obtained a new one. I was given the machine by Roberts and was told I would be billed for a year by Apria Healthcare and my future equipment would be mailed by them. A woman from Roberts called me and spoke rudely to me after I submitted to them an Rx for a new headgear. She told me it hadnt been long enough and my insurance wouldnt pay and she would cancel the Rx. However she did send the Rx to this dreaded Apria who demanded payment for it before it was shipped. My insurance did pay as I have the Resmed machine info downloaded on my computer and it was telling me to replace my mask. In the past my husband I both had CPAPs for years. He is deceased now and during the time I was taking care of him I didnt use my machine as I didnt sleep. When I returned to Roberts to obtain new equipment I did so as I had never had a problem in the past with them. But these last visits were not so good. However there was one lady there who was very kind and sympathetic to the problems I was having. Seems like something has changed there in the 2 years which I didnt go there as I had no need at the time. I used to would have given them more stars but cannot now. read more