One star might be a little harsh but it is based of my last two phone calls into their shop and not my initial CPAP purchase. I have been trying to do something simple like re-order supplies for my CPAP. The first time I called, I was a Sutter employee. My insurance was Sutter and yet no one returned my call. I spoke with a staff member who took all my information. She said she would have someone call me back to discuss my needs as soon as possible. No one ever called, I resorted to Amazon for supplies. Several months later, I call again, This time I have a different insurance, I again gave my information, new insurance and again no phone call back. Maybe it is because the big money is in selling and setting up new CPAP machines and the staff doesn't want to waste their time on the little sales items? I guess it is time to search for someone new who would appreciate my business. read more

This company has extremely poor communication and is NOT RELIABLE for CPAP re-supply. Their customer service agents are friendly (if you can get past the AI robo voice), however they don't do anything they say they will do, and they downright lie about shipment of your order. Try a different company in the greater Sacramento area! read more

i brough in 3 masks that were sent to me for exchange and i was given back with one that fit my nose . Timberlake shipped out the supply once every 3 months. Meanwhile my credit card was charged for 3 cushions. I received one bill in January 2026 for parts that supposedly send to me in November 2024. I can not tracked all item payment with over a year bill delayed. read more

I had a great experience with Sheila who comes to Modesto once a week. She fully explained the system to me and gave me some great tips. Sheila is calm and friendly. I had high anxiety coming in but walked out feeling great. My only problem with this company is their phone system. I was on hold for a long time on several occasions. I ended up hanging up twice. read more

Switched to Timberlake from Apria due to poor service only to discover that Timberlake is worse--shipped 1 of 3 items ordered with no explanation as to why the other 2 items weren't sent. When I tried to call to find out, I became mired in AI and then 25 minutes on hold twice before I gave up. Avoid. read more

Extremely Disappointed - Lack of Follow-Through and Communication I have been working with Timberlake Medical Supplies for nearly two months regarding a CPAP machine that has already been approved by my healthcare provider. Despite approval being in place, the machine has still not been delivered. I have called multiple times, left voicemails as instructed, and sent several emails. None have been returned. The complete lack of communication and follow-through has been frustrating and concerning, especially given that this involves essential medical equipment. At this point, the issue is not approval or insurance -- it is the absence of responsiveness and accountability. I hope leadership sees this and addresses the breakdown in service, because patients should not have to chase critical healthcare equipment or be left in the dark. read more

Gabriel with Sutter Care was truly amazing! During this difficult time with my father, he had the best personality! He was kind, supportive, friendly and extremely informative! read more

Phone answering, meaning train your employees to get to the point. Please use caller ID so we don't waste several minutes repeating my phone number. (Which should be on my account, anyway) You would reduce your costs if these efficiencies doubled the customers served in a day. It might also reduce the 20 minutes holding time to talk to someone, improving customer service. read more

lorna was wonderful, gave me the instructions just perfect. Answered every question patiently. Thanks for sending her, as i have trouble understanding sometimes. She did a great job!! read more

Lorna was a great help she explained everything really well and was easy to understand

After a disappointing start with Timberlake, they have been very responsive to the issues I was having. I have received a number of phone calls to help me. read more

The Respiratory Therapists that work here are like robots, zero bedside manner or compassion. There's only one who has ever showed me an ounce of empathy or exhibited a friendly demeanor. I went yesterday to have my CPAP machine checked for about the fourth time. They can't seem to figure out why a strange sound is emanating from the water chamber and did not offer me any other suggestions, just- "That's it, I don't know what else to tell you." Well, thanks so much for nothing! read more

I've had a CPAP for 8 days, and basically the answer to all my support needs have been "nah, we don't do that" or "call the manufacturer". The gentleman that set me up with the unit was great - but really oversold the support. Self-service medical care - welcome to the future. read more

Lorna was excellent at explaining my cpap machine. She took her time and answered all my questions and concerns. This is my first time using one . I feel confident in working my new machine. I'm very happy my Dr.sent out this company to assist me . read more

The day after I wrote this negative review, I was contacted by the social care team and yesterday, I received a phone call from the Director of the Billing Department. I am most encouraged by his willingness to listen and he and his team have fully researched my problem and fixed it. The billing department is now in the process of updating and improving their procedures and they are very aware that some mistakes have been occurring. From what I heard, I am very encouraged that in the future (although these changes cannot happen overnight) there will be many fewer mistakes and the bills will be more understandable and transparent. The director seemed very knowledgeable and listened empathetically to my concerns and verbalized a number of concrete improvement plans. So, I will look forward to continuing to use Sutter Care at Home and I encourage anyone else who has experienced a problem with the billing department to give them another chance. I have not had any problems with ordering and getting the supplies I need. read more

Lorna did a great job explaining everything to me on how my cpap works she has great people skills and a lot of knowledge on the cpap im very pleased thank you Lorna read more

I had an appointment with Lorna (San Leandro office) & she was the greatest. Very professional, knowledgeable & thorough. She took her time giving me instructions, making sure I understood everything & asking if I had any question. read more

New equipment made easy to understand. Thanks Lorna All working well now and enjoying better sleep. read more

STAY FAR AWAY!!!! Here's the problem with them. 1) Customer service is non-existent 2) Cost of products is WAY over priced 3) They ship you products you didn't order and want you to pay for them. Even Sutter Health STAFF will tell you to look for options other than Timberlake. There are much better legitimate options on the web that have better customer service and pricing. read more

Very helpful service. Has what I need and answered my questions throughly and thoughtfully. I would come back again if I need to. read more

Sutter Care at Home - Timberlake - San Leandro - Medical Supplies Near Me - San Leandro, California

the employees are helpful and knowledgeable.m The PROBLEM is their phone system. There are no direct lines, just a one person service who is always busy. You cannot leave a message, talk to someone, and when making your selection, you go into end waiting. I liked the people so I went with them, but they really need to fix a terribly broken system. read more

Julius was an awesome RT. Thank you for all your help and patience in learning the new equipment. I left confident of what I have selected which I will be using nightly. read more

Excellent experience in picking up my CPAP machine. John was very thorough in explaining the use of the machine, billing, supplies and he was fast and efficient. Easy to find, plenty of parking, overall I was very satisfied. read more

With regards to my original review regarding the travel CPAP, they listened to my concerns and we came to an agreed upon outcome. Much appreciated! read more

I rarely write a negative review but I am compelled to do so with Timberlake. I'm having a hip replacement surgery and a couple of weeks ago my doctor requested a special commode for after surgery. They faxed 3-4 requests stating it was a medical necessity and each time Timberlake said they didn't get the fax. My doctor's office called them several times, I called them several times, and the request went nowhere. Finally, days before my surgery, they informed me that it was never going to be covered and I would have to purchase one on my own. The communication was terrible - no one seemed to know what was going on or would do anything proactive, and there seemed to be very little consideration for the patient's medical needs. read more

Stay away!! This company sucks. Been calling for two weeks to process my breastpump, spoke to 4 different people over the course of two weeks telling me that they will give me a call back to give me update and heard nothing from anyone of them. I even asked to talk to their manager and all they did was ask my phone number and told me that the manager will give me a call back which never happened, even the manager doesnt know how to call back. Its been two weeks and they still couldnt figure out what happen to the breastpump order and prescription that my OB faxed to them twice. Will be looking for another DME provider. read more

Lorna is a respiratory therapist and she was extremely helpful today in my appointment. Thank you very much for all your help guys. You are a great team!! read more

Never go to Timberlake . I want to give 0 star. I gave it a chance but their service is horrible as ever. I ordered some supplies which are hundreds of dollars worth and it won't let you know when it's shipped or roughly when it's arriving. In my case, I waited for 9 days , then called them and knew it was pending for their billing dept 's clarification on insurance. I understand this may cause some delay, but this is not the end of the problem. There's no system to track or let customers know - only when you ask, they say they will LET the shipping dept know to call you to inform it's shipped. Then what , it's left for the shipping dept's discretion .....? They won't even send a simple text to me after it's shipped because it's ' not their practice'. The package may run the risk of arriving any time in my absence and makes it prone to mail theft left outside the door. When asked about the management's contact , every time I was told they were not allowed to give it out. Their operation was not transparent and reasonable. and things were left to the ' sleep coach' on the phone to deal with and there were things she could not decide. Customer service is horrible at the very least. Their services need to improve but there's no way for me to reflect them to the upper levels . I can only go to Yelp ! read more

Great service. They got me an appointment within days. I was in and out in no time. Very through, everything was explained and I didn't have any questions before leaving. Lorna the RT was fabulous and very helpful explaining everything! read more

I don't know how good they are at their job, but the person that picked up the phone was a total a*hole to me, extremely curt and displayed no trace of common courtesy, complained about my accent (sorry lady, I'll make sure to take accent reduction classes before I speak to you on the phone again) and was not helpful. A suggestion: try with "sorry sir, I'm having trouble understanding you, could you speak more slowly?". That's the proper way of doing it. read more

I had a mixed experience with Sutter Care at Home-Timberlake. My doctor sent my referral for CPAP supplies to them on Thursday 3/7/24. I called Sutter on Monday 3/18/24 and was told my referral was still being processed by the documentation department. I called again on Thursday 3/21/24 and was told that my referral was pending insurance authorization. I then called my insurance company and was told they approved my authorization on 3/20/24 in which I received an approved authorization letter in the mail on Saturday 3/23/24. I called Sutter Timberlake on Tuesday 3/26/24 and was told again that my referral was pending insurance authorization. I told them that I already received an approval, but they said they didn't receive it. I called again on Friday 3/29/24 and was transferred to the scheduling department to schedule an appointment to meet with respiratory therapist for my CPAP supplies. I met with respiratory therapist Lorna on Friday 4/5/24. Lorna is an excellent respiratory therapist! She took her time to explain all the equipment, ordering process, cleaning, and checked the fit of the mask. Lorna came again on Tuesday 4/9/24 to drop off another mask headgear as the initial one didn't fit properly. I unfortunately had a bad reaction to the mask and Lorna came again on Wednesday to drop off another mask. I apparently had an allergic reaction to the material of the mask which I didn't realize was possible. If this review was solely based on Lorna's visits, I would give a 100/5 rating as Lorna is superb. But Sutter Timberlake as a whole is lacking in their service. The documentation and scheduling department delayed my care. My pulmonologist told me that I had over 40 episodes where my breathing became obstructed during my sleep in which my body wasn't getting oxygen. Obstructive Sleep Apnea is a deadly condition if not treated and unfortunately only the respiratory therapist is aware of this. read more

Will be calling BBB. They delivered a wheelchair to me which I actually tried to decline as I had no intention of leaving the house for the duration of time I was completely unable to walk. The gentlemen kindly said my copay was less than 20$. So I figured what can it hurt. Nowhere was it disclosed this is a RENTAL so fast forward I have a bill for $233. I've been on hold with them for an hour and the recording says it takes 2 weeks for a callback to a VM. This is sketchy business in my opinion. read more

I got my brand new Airsense II CPAP Machine and supplies, which Robert brought to my home, set up, and patiently showed me all the operating procedures. Everyone at Timberlake has been wonderful, and the same for Sutter Care in Sacramento. I am enjoying my new device which works to perfection. A special thanks to Timberlake manager, Donna, for her calming assurances and professionalism read more

Jerry took care of me when I arrived and he was extremely knowledgeable and professional. He explained patiently how the CPAP machine works and how to fit the mask. Service was top notch and I would recommend him to anybody who is renting the CPAP machine. read more

Picked up a c pap machine during my appointment. Great service and information. Good parking. Very helpful. By appointment. read more

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Terrible customer service and billing experience. It took almost 3 months to get a bill corrected so that I could pay the bill. I've never known a place that would not take the money! Finally able to make payment but it's frustrating. I was also told that there's no where to provide feedback. How inconvenient! Updating this: dropped it to one star because I literally was told my supplies would come on Wednesday. I called on Friday for an update and was given a tracking number that allegedly was supposed to come on Friday. How about the tracking wasn't even in the system on Friday! LIARS LIARS LIARS. read more

STAY AWAY - Timberlake tried to tell me that my insurance *required* the equipment I had been prescribed to be rented, so I would be on the hook to pay them $50 a month for eternity. Checked with the insurance company and they said that there was no requirement the equipment be rented. Bought it outright from another supplier. Do not do business with these fraudsters. read more

They're terrible, I've been trying to get my prescription for my breast pump processed since Jan 3rd (a month exactly before my due date). Not only did it take them TWO WEEKS to process the actual prescription (after they said it would only take 2-3 business days) they called me about 3-4 times to confirm which pump, confirm insurance, confirm address, AND THEN SENT THE WRONG PUMP. When I called they said someone noted I "changed my mind" when I never even mentioned the other pump WHATSOEVER. I stated every time they called that I wanted the Spectra S2 because it's closest to hospital grade. So now I have a Medela pump, and I'm 38 almost 39 weeks. They must've confused me with another patient, which is unacceptable. And if I don't go into labor this week, I'll be induced next week. I'm literally going to have my child BEFORE I get my pump delivered. Absolutely ridiculous. read more

Do not bother calling them for services. Customer service has gone down. I called almost a month ago for an appt for a mask fitting for my son, was told that there 3-4 people ahead of me for an appointment and that I would be called back. This was nearly a month ago!! I've called a few times since and each time got a different story. They do not return messages left either. I've given up and have gone else where. Very unprofessional. read more

I went to pick up a Bi-PAP machine for my dad. The location is tucked away in an industrial area off Washington with 4ish parking spots right out front. The process we experienced was my dad's machine was ordered during the holiday season. I called and Timberlake was still pending insurance approval. Once that was received about a week later, we got a call from Timberlate to schedule fitting and pick up. The call to set up the appointment was straight forward and the copay during that visit (including month 1 of the 13 rent to own process + cost of the mask) was explained plus the pricing for the subsequent 12 months.The 5 stars easily goes to Robert P. because he was super patient with my dads questions and even when my dad had questions on the insurance coverage, he offered to send the questions to their customer support to follow up on and would not take copayment at the visit; if needed, we would be billed by mail. Rob knows the machines well, fitted my dad's mask, reclined my dad to mimic sleep positions and the fit, and even explained all the ancillary materials like filters, wipes, sterilizers, when equipment needs to be updated, etc. He wasn't "selling" it- just explaining how to best use and replace each part. There is a lot of paper work with insurance coverage so he explained each page- like the agreement to use the machine, service needs guidance, and when the follow up appointment needs to be scheduled by. Overall, it was a good experience, we took a little over an hour because we had many questions and from start to finish Rob gave excellent support and service. read more